JP2010219734A - Centralized control system for call recording - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a centralized control system for call recording, the control system unitarily managing telephone correspondence records with customers in a main office such as a head office and making them useful in business in a company performing the telephone correspondence with the customers in respective offices such as departments, offices or branches. <P>SOLUTION: The centralized control system includes: telephone terminals connected to a telephone network and installed in respective offices; local servers installed in the respective offices in order to prepare a voice file and an attribute file to which the call start time, the call end time, an identification code, a line number and the call time are added for each call in the telephone terminal and preserve them in a storage part; and a centralized control server connected with the local servers by WAN and installed in the main office in order to receive and preserve the voice files transmitted from the local servers. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a system for centrally managing call recordings in a distributed office such as a department, a sales office, or a branch office in a main office such as a head office when dealing with a customer.

  Conventionally, in companies that handle telephone calls with customers in each office such as departments, sales offices, or branches, a small call recording system has been introduced to each of the distributed departments, sales offices, and branches. Is recording the phone.

  As described above, for example, a call recording system described in Patent Document 1 or Patent Document 2 is known as a small-sized call recording system used in a department, a sales office, a branch office, or the like.

  However, with a conventional call recording system that records calls at each company department, sales office, or branch office, there is a problem that the recording file belonging to the personal information is not sufficiently managed, and when the recording needs to be played back, Is a problem that cannot be handled promptly because of being distributed to each place (department, sales office, branch, etc.), and even if there are a large number of departments, sales offices, or branches even for a small call recording device There was a problem of cost.

  For such problems, it is possible to construct a database at each location (department, sales office, branch, etc.) and share them on the network. Since the bandwidth of the network connecting the head offices is not necessarily thick, there was a problem in sharing data using the network.

JP-A-11-136360 JP 2000-106602 A JP 2002-64639 A

  The present invention has been made in view of the above-described problems of the prior art, and in a company that handles telephone calls with customers in each office such as a department, a sales office, or a branch office, the telephone correspondence record with the customer is recorded in the head office, etc. The purpose is to provide a centralized call recording management system that can be managed centrally at the main office of the company and used for management.

  In order to solve the above-mentioned problems, the call recording centralized management system of the present invention is a system for centrally managing call recording in distributed offices when dealing with telephone calls with customers, and is connected to a telephone line network. Create a voice file and an attribute file to which a call start time, a call end time, an identification code, a line number, and a call time are added for each telephone call in the office and the telephone terminal, and store it in the storage unit. A local server located in each office for saving; and a centralized management server located in the main office connected to the local server via a WAN for receiving and saving audio files transmitted from the local server; In order to improve the convenience of search when playing back the audio file, the attribute file has a local support. And allowed additional bar ID transmits the audio file and the attribute file to the central management server, characterized in that the audio file and attribute file from the local server in the centralized management server to database registration.

  When connecting the telephone terminal to the telephone network, the telephone terminal may be connected via a private branch exchange. Audio from the telephone terminal is recorded by a recording device. A known recording device can be used as the recording device. The voice recorded by the recording device is saved in a local server by creating a voice file. As the audio file format, any other known audio file format such as wav, mp3, and wma can be used.

  As the telephone terminal, any of IP telephone, analog line telephone, and digital line telephone can be used. In the case of an analog line telephone, analog audio is digitally recorded using an analog / digital conversion circuit.

  As the identification code, the IP address of the recording device may be added, but in the case of an IP telephone, the source and destination IP addresses are added.

  For transmitting the voice file and the attribute file from the local server connected by a WAN (Wide Area Network) to the central management server, for example, a VPN (Virtual Private Network) connection or the like is used.

  If the audio file and attribute file cannot be transferred to the centralized management server due to a network failure, temporarily store them on the local server and automatically transfer the file to the centralized management server when the network failure is resolved. Is more preferable. For example, when network communication cannot be established, the session may be interrupted and the session start may be automatically tried at a predetermined interval.

  The audio file is preferably compressed by the local server and then sent to the central management server in order to reduce the network load during transmission to the central management server. For example, an audio data compression technique such as MP3 (MPEG Audio Layer 3) standard can be used.

  When transferring a file from the local server to the centralized management server, the audio file is compressed and transmitted by FTP (File Transfer Protocol), so that each distributed office such as a department, a sales office or a branch office and a main office such as a head office It can also be transmitted to the central management server in the main office while avoiding the time zone when the network line with the office is congested.

  More preferably, the audio file is encrypted by the local server and transmitted to the central management server for personal information protection. The encryption algorithm is not particularly limited, and for example, a triple key using a key length 1024-bit encryption algorithm or a so-called triple encryption standard (DES) may be used. If transfer to the central management server is not possible, the file is stored on the local server for a certain period of time, so the audio file is encrypted when the audio file is created on the local server.

  In addition, the call recording centralized management system includes a search / playback client terminal connected to the centralized management server via a network and having a database information output unit. The search / playback client terminal performs a search by an attribute file item of the database. It is preferable that the audio file is acquired by file transfer from the central management server and reproduced by the database information output unit.

  The search / playback client terminal only needs to be network-connected to the centralized management server, and may be installed in each office such as a department, sales office, or branch office, or in a main office such as a head office. Also good.

  According to the present invention, in a company that handles telephone calls with customers in each office such as a department, sales office, or branch, the telephone call records with the customers are centrally managed in the main office such as the head office for management. There is a remarkable effect that it is possible to provide a call recording centralized management system that can be useful. In addition, since the recorded audio file storage device (centralized management server) and search / playback function can be shared, the cost can be greatly reduced.

It is a block diagram which shows the apparatus structure of one embodiment of the call recording centralized management system which concerns on this invention. It is a flowchart which shows the flow of the call recording centralized management system which concerns on this invention.

  Embodiments of the present invention will be described below, but these are exemplarily shown, and it goes without saying that various modifications are possible without departing from the technical idea of the present invention.

  In FIG. 1, reference numeral 10 denotes a call recording centralized management system according to the present invention. The call recording centralized management system 10 is a system that centrally manages call recording in a distributed office (department, sales office, branch office, etc.) when dealing with a customer, and is connected to a telephone line network. For each telephone call at the office 12 and the telephone terminal 12, a voice file 14 and a call start time (in the illustrated example, a packet reception start time), a call end time (in the illustrated example, a packet reception) (End time), identification code (in the example shown, the IP address of the recording device; in the case of an IP phone, the source and destination IP addresses), the line number (in the example shown in the figure, the port number), and the attribute file with the call time 16 is created and stored in the local server storage unit 18, the local server 20 in each office, and the local server 2. A central management server 22 connected to the local server 20 via a WAN (Wide Area Network) 38 and located in a main office (head office or the like) for receiving and storing the audio file 14 transmitted from And a search / playback client terminal 43 (in the illustrated example, a client personal computer) connected to the network 22 (in the illustrated example, the LAN 46).

  The attribute file 16 is added with a local server ID (a number unique to the local server in the illustrated example), and the audio file 14 and the attribute file 16 are transmitted to the central management server 22. The audio file 14 and the attribute file 16 from the local server 20 are registered in the database.

  In the example shown in the figure, an analog telephone is used as the telephone terminal 12 and is connected to the recording device 24 via a telephone line 26. The voice passing through the telephone line 26 is digitally recorded by the recording device 24 via the analog / digital conversion circuit.

  The recording device 24 is connected to the local server 20 via a LAN (Local Area Network) 40, and the digitally recorded voice is packetized and sent to the local server 20 via the LAN 40.

  The local server 20 creates a voice file 14 in a voice file format such as wma for each call and stores the received packet in the local server storage unit 18 (hard disk in the illustrated example). The local server 20 further adds a call start time, a call end time, identification data (in the illustrated example, the IP address of the recording device. In the case of an IP phone, the source and destination IP addresses), a line number, and a call time are added. The attribute file 16 is created. In the attribute file, in addition to the above, if data unique to each call can be acquired, this can also be added.

  The local server 20 and the centralized management server 22 are connected by a WAN via terminal devices 30 and 32 (in the illustrated example, a router), and the created audio file 14 and attribute file 16 are connected to the main via the WAN. It is transmitted to the central management server 22 in the office. At this time, for example, transmission is performed using a VPN (Virtual Private Network).

  If the audio file 14 and the attribute file 16 cannot be transferred to the central management server 22 due to a network failure, they are temporarily stored in the local server 20 and automatically stored in the central management server 22 when the network failure is resolved. Configured to transfer files. For example, if network communication cannot be established, the session is interrupted, and the start of the session is automatically tried at a predetermined interval.

  The audio file 14 is compressed in the local server 20 by an audio data compression technique such as MP3 (MPEG Audio Layer 3) standard, for example, in order to reduce the network load at the time of transmission to the central management server 22. The data is transmitted to the central management server 22.

  Then, the audio file 14 is compressed and transmitted by FTP (File Transfer Protocol), thereby avoiding the time zone when the network line between each office and the main office is congested, and the concentration of the main office. It is configured to be transmitted to the management server 22.

  The audio file 14 is configured to be encrypted when the audio file is created in the local server 20 and transmitted to the central management server 22 in order to protect personal information. The encryption algorithm is not particularly limited. For example, a common encryption key type encryption algorithm (triple DES or the like) can be used.

  In the central management server 22, the audio file 14 and the attribute file 16 from the local server 20 are registered in the database. Specifically, the audio file 14 is stored in the folder 34 of the central management server storage unit 42 (hard disk in the illustrated example), and the attribute file 16 is stored in the database 36. Audio files are stored encrypted.

  The search of the audio file 14 is performed by a search / playback client terminal 43 (in the illustrated example, a client personal computer) installed in the main office and connected to the central management server 22 via the network (in the illustrated example, the LAN 46). Data can be output / reproduced by the database information output unit 44 of the search / reproduction client terminal 43. The database information output unit 44 includes a display and a speaker, and reproduces and outputs the audio file 14 under the control of software installed in the search / playback client terminal 43.

  In this way, by searching the database 36 of the central management server 22 from the search / playback client terminal 43, the associated audio file 14 can be searched from the attribute file 16. The target audio file 14 is encrypted and transferred from the central management server 22 to the search / playback client terminal 43, and is unencrypted and played.

  In the illustrated example, the search / playback client terminal 43 is installed in the main office and is therefore connected to the central management server 22 via the LAN 46. However, the search / playback client terminal 43 is installed in each office and is connected to a network (for example, a router). Of course, it is also possible to connect to the centralized management server 22 via a WAN connection. Also, the search / playback client terminal 43 may be installed in both the main office and each office.

  The operation of the call recording centralized management system 10 configured as described above will be described with reference to the flowchart of FIG.

  First, voice is recorded by the recording device 24 from the telephone terminal 12 of each office (step 100).

  Next, the recording device 24 digitizes and records the recorded analog voice and sequentially transmits it to the local server 20 of each office via the LAN 40 (step 102).

  The local server 20 creates a voice file and an attribute file for each call based on the received packet, and the voice file is encrypted and stored in the local server storage unit 18 (step 104).

  The audio file 14 and the attribute file 16 are transferred from the local server 20 to the central management server 22 (step 106).

  If the file cannot be transferred in step 106 due to a network failure, the file is temporarily stored in the local server 20 and automatically transferred to the central management server 22 when the network failure is resolved (step 200).

  The central management server 22 in the main office registers the received audio file 14 and attribute file 16 in the database (step 108).

  The search / playback client terminal 43 having the database information output unit 44 is installed in the main office and / or each office, and is connected to the central management server 22 via a network (LAN 46 in the illustrated example). The audio file 14 is acquired by file transfer, unencrypted and reproduced by the database information output unit 44 (step 110).

Thus, according to the call recording centralized management system of the present invention, in a company that handles telephone calls with customers in each office such as a department, a sales office, or a branch, the telephone call records with the customers are recorded at the head office and the like. It can be managed centrally by the central management server in the main office and can be used for management.
In addition, the present invention is a problem with IP telephones. When voice acquisition locations due to the network configuration cannot be aggregated, it is distributed and recorded at each office and centralized on the centralized management server by means of the present invention. It is also effective when managing.

10: Call recording centralized management system, 12: Telephone terminal, 14: Voice file, 16: Attribute file, 18: Local server storage unit, 20: Local server, 22: Centralized management server, 24: Recording device, 26: Telephone line , 30, 32: terminal device, 34: folder, 36: database, 38: WAN, 40, 46: LAN, 42: centralized management server storage unit, 43: client terminal for search / playback, 44: database information output unit.

Claims (4)

A system that centrally manages call recordings at distributed offices when dealing with customers.
A telephone terminal connected to the telephone network and placed in each office;
For each call at the telephone terminal, a local voice file and an attribute file to which a call start time, a call end time, an identification code, a line number, and a call time are added and stored in the storage unit are stored in each office. Server,
A centralized management server connected to the local server via a WAN and placed in a main office for receiving and storing audio files transmitted from the local server;
Including
In order to improve the convenience of search when playing back the audio file, a local server ID is added to the attribute file and the audio file and attribute file are transmitted to the central management server. A call recording centralized management system characterized in that voice files and attribute files from a local server are registered in a database.   2. The call recording centralized management system according to claim 1, wherein the voice file is compressed by the local server and then transmitted to the centralized management server.   3. The call recording central management system according to claim 1, wherein the voice file is encrypted by the local server and then transmitted to the central management server. A search reproduction client terminal connected to the central management server via a network and having a database information output unit;
In the search / playback client terminal, a search is performed using the attribute file item of the database, the audio file is obtained by file transfer from the central management server, and is played back by the database information output unit. The call recording centralized management system according to any one of claims 1 to 3.

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