JP2012019416A - Information processing terminal, call control method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processing terminal that resolves a problem that it is required that a special function is given to a private branch exchange or an MD server for notifying only a desired partner of voice data of a user himself or herself by the user.SOLUTION: A microphone device 130 acquires a voice of an operator as transmission voice data. An input device 140, during simultaneous call with respective call destinations, accepts a selection request for selecting a transmission destination of the transmission voice data among the respective call destinations. A separation part 1170 transmits the transmission voice data to the transmission destination selected by the selection request via a communication part.

Description

  The present invention relates to an information processing terminal having a voice call function, such as a PC (Personal computer) or a telephone terminal, a call control method, and a program.

  An IM (Instant Messaging) system in which a plurality of users communicate by exchanging various data via a communication network has attracted attention.

  The IM system is used for an audio conference system, for example. In the audio conference system, an MD (Media) server having a mixing function for mixing audio data is provided. The MD server mixes and transmits the voice data input to the other IM client terminals to each of the IM client terminals used by the participants of the voice conference. As a result, each participant can hear the voices of other participants at the same time, or can notify all other participants of their own voices, and can hold an audio conference (patent). Reference 1).

  In addition to the IM system, some call center systems provided in call centers that accept calls from customers provide voice monitoring services. In the voice monitoring service, a private branch exchange (PBX) that controls connection between telephones has a voice monitoring function and a “whispering” function.

  The voice monitoring function is a function in which the private branch exchange notifies the telephone terminal of the supervisor who is a third party of the conversation between the operator and the end user. By using this voice monitoring function, the supervisor can monitor the conversation between the operator and the end user.

  The “whispering” function is a function in which the private branch exchange mixes voice data from the supervisor and voice data from the end user and notifies the operator's telephone terminal. At this time, the private branch exchange does not mix the voice data from the supervisor and the voice data from the operator, and notifies only the voice data from the operator to the telephone terminal of the end user. This allows the supervisor to speak to the operator for the purpose of advising and training the operator while the operator is calling the end user.

  In the voice conference system and call center system described above, there is a problem that the user cannot notify his / her voice data only to a desired partner. For example, in an audio conference system, a certain participant cannot notify audio data only to a desired participant among other participants. In the call center system, the operator cannot notify the supervisor only of the voice data.

  On the other hand, Patent Document 2 describes a remote conference bridge that allows a user to transmit his / her voice data only to a desired partner among voice conference participants. The teleconference bridge corresponds to the MD server and is connected to a participant station corresponding to the IM client terminal.

  The teleconference bridge has a plurality of mixing functions corresponding to each participant station. When receiving an instruction from a participant station to notify only a specific notification partner of voice data, the mixing function corresponding to that participant station is used to send the voice data from that participant station to that specific notification partner. The audio data is notified only to the participant stations used by the.

JP 2004-13303 A Japanese translation of PCT publication No. 2003-500935

  When the teleconference bridge described in Patent Document 2 is applied to a call center system, it is necessary to provide a special function such as providing a private branch exchange or MD server with a mixing function for each voice conference participant.

  An object of the present invention is to solve the above-mentioned problem that a user needs to have a special function in a private branch exchange or an MD server in order for a user to notify his / her voice data only to a desired partner. An information processing terminal, a call control method, and a program are provided.

  An information processing terminal according to the present invention is an information processing terminal capable of making a call simultaneously with a plurality of call destinations, a communication unit that communicates with each call destination, and a voice that acquires a user's voice as transmission voice data. An input unit that accepts a selection request for selecting a transmission destination of the transmission voice data from each call destination during simultaneous calls with each call destination, and the transmission voice data is selected by the selection request A transmission destination control unit that transmits the transmission destination to the transmission destination via the communication unit.

  The call control method according to the present invention is a call control method for an information processing terminal capable of making a call simultaneously with a plurality of call destinations. The call control method acquires user's voice as transmission voice data, and communicates with each call destination. During a simultaneous call, a selection request for selecting a transmission destination of the transmission voice data from each call destination is received, and the transmission voice data is transmitted to the transmission destination selected by the selection request.

  In addition, the program according to the present invention includes a process of acquiring a user's voice as transmission voice data in a computer capable of calling simultaneously with a plurality of call destinations, and a destination of the transmission voice data from the call destinations. And a process of receiving a selection request for selecting and a process of transmitting the transmission audio data to the transmission destination selected by the selection request.

  According to the present invention, a user can notify his / her voice data only to a desired partner without providing a private branch exchange or an MD server with a special function.

It is a figure which shows notionally the call center system of 1st embodiment of this invention. It is a block diagram which shows an example of a structure of the terminal for operators. It is a flowchart for demonstrating an example of operation | movement of a call center system. It is a block diagram which shows the example of a structure of the terminal for operators.

  Embodiments of the present invention will be described below with reference to the drawings. In the following description, components having the same function may be denoted by the same reference numerals and description thereof may be omitted.

  FIG. 1 is a conceptual diagram conceptually showing the call center system of the first embodiment of the present invention. In FIG. 1, the communication system includes a voice relay server 10, an IM server 20, a presence server 30, an operator terminal 100, and a supervisor terminal 200. The VR server 10, the IM server 20, the presence server 30, the operator terminal 100, and the supervisor terminal 200 are connected via the IP network 1.

  A voice relay server (hereinafter referred to as a VR server) 10 is connected via a public telephone network 2 to a user terminal 300 used by an end user who makes an inquiry to an operator, and the IP network 1 and the public telephone network. The audio data is relayed to / from 2.

  The IM server 20 manages connections between IM client terminals and user terminals 300 that can receive IM services. This connection includes at least a connection related to a voice call using VoIP.

  The presence server 30 stores and manages presence information indicating the voice call state of the IM client terminal.

  The operator terminal 100 and the supervisor terminal 200 are IM client terminals. The operator terminal 100 is used by an operator who responds to questions from end users, and the supervisor terminal 200 is used by a supervisor who gives advice and the like to the operator.

  Further, as the operator terminal 100 and the supervisor terminal 200, an information processing terminal having a call function can be used. In the following, it is assumed that a PC is used as the operator terminal 100 and the supervisor terminal 200. However, the operator terminal 100 and the supervisor terminal 200 are not limited to PCs, and may be a desk phone, a fixed phone, a cordless phone, a mobile phone, or the like.

  FIG. 2 is a block diagram illustrating a configuration of the operator terminal 100. In FIG. 2, the operator terminal 100 includes a control unit 110, a speaker device 120, a microphone device 130, an input device 140, and a notification device 150.

  The speaker device 120 is an audio output unit that outputs received audio data received from the supervisor terminal 200 and the user terminal 300 as audio.

  The microphone device 130 is a voice input unit that acquires voice from an operator as transmission voice data.

  The input device 140 is an input unit that receives various information such as a selection request for selecting a transmission destination of transmission audio data acquired by the microphone device 130 from the supervisor terminal 200 and the user terminal 300 from an operator. It is assumed that the selection request is accepted during a simultaneous call with the supervisor terminal 200 and the user terminal 300.

  The notification device 150 is a notification unit that has a speaker, a lamp, and the like, and uses them to make a sound such as a ringing tone or turn on the lamp to call an operator.

  The control unit 110 controls each unit of the operator terminal 100. Specific functions of the control unit 110 described below may be realized by dedicated hardware, or software that is a program for realizing the functions is recorded on a computer-readable recording medium. Then, it may be realized by causing a computer to read a program recorded on the recording medium. In the following, it is assumed that the function of the control unit 110 is realized using IM software for IM service.

  The control unit 110 includes communication units 1120 and 1130, a presence agent 1140, a mixing unit 1150, a selection unit 1160, and a separation unit 1170.

  The communication unit 1120 communicates with the supervisor terminal 200, and the communication unit 1130 communicates with the user terminal 300.

  The control unit 110 includes two communication units in FIG. 2, but may have a configuration including one communication unit that communicates with both the supervisor terminal 200 and the user terminal 300. In FIG. 2, transmission circuits 201 and 301 for transmitting voice data to the supervisor terminal 200 and the user terminal 300, and reception circuits 202 and 302 for receiving voice data from the supervisor terminal 200 and the user terminal 300, respectively. Each of them is assumed to be separated. However, these circuits may be formed by the same circuit.

  Presence agent 1140 generates presence information indicating the voice call state of the terminal (operator terminal 100) and transmits the presence information to presence server 30. The presence information indicates, for example, whether or not the terminal is making a voice call and the destination of the call when the voice call is being made as a voice call state.

  Further, the presence agent 1140 sets a calling method corresponding to the presence information in the notification device 150.

  For example, if the presence information indicates that a voice call is not being made, the presence agent 1140 sets a voice call method for calling the operator by voice in the notification device 150 and makes a voice call based on the presence information. In the case where it is indicated that the communication device 150 is not connected, the non-voice calling method for calling the operator other than the voice is set in the notification device 150. In this case, when the communication unit receives a voice call request when a call is not being made, the notification device 150 calls the operator by voice, and the communication unit makes the voice call request when a call is being made. When it is received, the operator is called out by voice. In addition, as a method of calling an operator other than a voice, the method of lighting a lamp etc. is mentioned, for example.

  The mixing unit 1150 mixes each received audio data received by the communication units 1120 and 1130 and outputs the audio data from the speaker device 120 as audio.

  The selection unit 1160 outputs a selection signal corresponding to the selection request received by the input device 140 to the separation unit 1170.

  The separation unit 1170 transmits the transmission audio data received by the microphone device 130 to at least one of the supervisor terminal 200 and the user terminal 300 according to the selection signal. Therefore, the separation unit 1170 functions as a transmission destination control unit that transmits transmission voice data to the call destination selected by the selection request received by the input device 140.

  Next, the operation of the operator terminal 100 will be described.

  FIG. 3 is a flowchart for explaining an example of the operation of the operator terminal 100. Note that the voice call between the operator terminal 100, the supervisor terminal 200, and the user terminal 300 is performed through the VR server 10, the IM server 20, the IP network 1, and the public telephone network 2 as appropriate. Since this technique is obvious to those skilled in the art, the description thereof is omitted for the sake of brevity.

  In the following operation, the operator terminal 100 receives the first voice call request from the user terminal 300 when the voice call is not being performed, and then the first terminal between the operator terminal 100 and the user terminal 300 It is assumed that the second voice call request is received from the supervisor terminal 200 while the voice call is being performed.

  First, when receiving a first voice call request from the user terminal 300 via the receiving circuit 302, the communication unit 1130 notifies the notification device 150 of the first voice call request. When the notification device 150 receives the first voice call request, the notification device 150 calls the operator. Here, it is assumed that a voice call method is set in the notification device 150 as an initial setting. That is, the notification device 150 calls the operator by voice. When the operator responds to this call, the communication unit 1130 starts a first voice call with the user terminal 300 (step A1).

  When the first voice call is started, the communication unit 1130 transmits a signal 141 indicating that the first voice call is being performed to the presence agent 1140 as a voice call state. When the presence agent 1140 receives the signal 141, the presence agent 1140 generates presence information indicating that the first voice call is being performed as a voice call state, transmits the presence information to the presence server 30, and sets the non-voice call method to the notification device 150. (Step A2).

  The voice data received by the communication unit 1130 during the first voice call is sent to the speaker device 120 via the mixing unit 1150 as the first received voice data 132, and is output as voice. Also, the audio data acquired by the microphone device 130 is transmitted from the separation unit 1170 to the communication unit 1130 as the first transmission audio data 161 and is transmitted from the communication unit 1130 to the user terminal 300.

Assume that the communication unit 1120 receives a second voice call request from the supervisor terminal 200 via the receiving circuit 202 during the execution of the first voice call (step A3). In this case, the communication unit 1120 notifies the notification device 150 of the second voice call request. When the notification device 150 receives the second voice call request, the notification device 150 calls the operator with a voice other than the voice because the non-voice call method is set. The operator determines whether to answer the call (step A4).
If the operator does not respond to the call, the first voice call that is a one-to-one voice call between the operator terminal 100 and the user terminal 300 is continued (step A5).

  On the other hand, when the operator answers the call, the first voice call and the second voice call are performed simultaneously. Then, the communication unit 1120 transmits a signal 143 indicating that the second voice call is being executed as the voice call state to the presence agent 1140. When the presence agent 1140 receives the signal 143, the presence agent 1140 generates presence information indicating that the first voice call and the second voice call are being performed as a voice call state, and transmits the presence information to the presence server 30 (step A6).

  Here, the audio data received by the communication unit 1120 is sent to the mixing unit 1150 as second received audio data 131. The mixing unit 1150 mixes the second received audio data 131 and the first received audio data 132 to generate multiplexed audio data, and outputs it from the speaker device 120. In addition, transmission audio data acquired by the microphone device 130 is sent to the separation unit 1170. Separating section 1170 separates two pieces of transmission voice data, transmits one of them as first transmission voice data 161 to user terminal 300 via communication section 1130, and transmits the other as second transmission voice data 151 to the communication section. The data is transmitted to the supervisor terminal 200 via 1120.

  Thus, when the operator responds to the call, the operator terminal 100 makes a voice call simultaneously with the user terminal 300 and the supervisor terminal 200. That is, the operator can hear both the end user's voice and the supervisor's voice, and the operator's voice is notified to both the end user and the supervisor. If the IM server 20 is set not to notify the supervisor's voice to the user terminal 300, the “whispering” function is executed only by the operator responding to the second voice call request.

  Thereafter, when the operator wants to talk only to one of the end user and the supervisor (hereinafter referred to as a supervisor) (YES in step A7), the operator inputs a selection request for selecting the supervisor terminal 200. 140 is entered. The selection request is sent from the input device 140 to the selection unit 1160. Upon receiving the selection request, the selection unit 1160 transmits a selection signal 121 corresponding to the selection request to the separation unit 1170. When the separation unit 1170 receives the selection signal 121, the separation unit 1170 transmits the reception audio data from the microphone device 130 as the second transmission audio data 151 only to the supervisor terminal 200 via the communication unit 1120 (step A8).

  Thereafter, when the operator wants to talk to both the end user and the supervisor (YES in step A9), the operator inputs a selection request for selecting the supervisor terminal 200 and the user terminal 300 to the input device 140. The selection request is sent from the input device 140 to the selection unit 1160. Upon receiving the selection request, the selection unit 1160 transmits a selection signal 121 corresponding to the selection request to the separation unit 1170. Upon receiving the selection signal 121, the separation unit 1170 separates the transmission voice data from the reception voice data from the microphone device 130 into two pieces, one of which is the first transmission voice data 161 via the communication unit 1130. The data is transmitted to the terminal 300, and the other is transmitted as second transmission audio data 151 to the supervisor terminal 200 via the communication unit 1120 (step A10).

  Thereafter, when the operator ends the first voice call with the end user (YES in step A11), the operator inputs an end request to the input device 140 to end the first voice call. When an end request is input to the input device 140, the communication unit 1130 ends the first voice call, and the communication unit 1120 ends the second voice call. That is, when the first voice call between the operator and the end user is terminated, the second voice call between the operator and the supervisor is also terminated (step A11).

  As described above, according to the present embodiment, the microphone device 130 acquires the operator's voice as transmission voice data. The input device 140 accepts a selection request for selecting a transmission destination of transmission audio data from each call destination during a simultaneous call with each call destination. Separating section 1170 transmits the transmission audio data to the transmission destination selected by the selection request via the communication section. Therefore, since the transmission voice data from the operator is transmitted to the transmission destination selected by the selection request, even if the private branch exchange or the MD server is not provided with a special function, the operator can transmit his / her voice only to a desired partner. Data can be notified.

  Further, in this embodiment, when the communication unit 1120 or 1130 receives a voice call request when a call is not being performed, the notification device 150 calls the user by voice and when the call is being performed, the communication unit 1120 or 1130 When 1120 or 1130 receives a voice call request, it calls the user with a voice other than voice. Therefore, when the operator is requested to make a second voice call, it is possible to remove the unpleasant feeling caused by the ringing sound.

  Next, a second embodiment will be described.

  In the first embodiment, the function of the control unit 110 is realized by one IM software. However, in this embodiment, the function of the control unit 110 is realized by using two software in combination. The operator terminal 100 will be described. Hereinafter, the function of the control unit 110 is assumed to be realized by software for normal softphone and IM software. However, the function of the control unit 110 may be realized by two IM software.

  FIG. 4 is a diagram showing the configuration of the operator terminal according to the second embodiment of the present invention.

  The operator terminal 100 shown in FIG. 4 includes an IM control unit 1200 realized by IM software and a phone control unit 1300 realized by software for softphones, instead of the control unit 110.

  The IM control unit 1200 includes a communication unit 1210, a presence agent 1220, and a switch unit 1230. In addition, the phone control unit 1300 includes a communication unit 1310, a presence agent 1320, and a switch unit 1330.

  The function of the communication unit 1210 has the same function as that of the communication unit 1120 shown in FIG. The function of the communication unit 1310 has the same function as that of the communication unit 1130 shown in FIG.

  The presence agent 1220 generates supervisor presence information indicating a voice call state between the own terminal and the supervisor terminal 200, and transmits the supervisor presence information to the presence server 30 as supervisor presence information 21. The supervisor presence information indicates whether or not the terminal itself is making a voice call with the supervisor terminal 200 as a voice call state.

  The presence agent 1320 generates user presence information indicating a voice call state between the own terminal and the user terminal 300, and transmits the user presence information to the presence server 30 as the user presence information 31. The user presence information indicates whether or not the own terminal is making a voice call with the user terminal 300 as a voice call state.

  The switch unit 1230 switches whether to output the second received audio data received by the communication unit 1210 as audio from the audio output unit according to the selection request input to the input device 140. Further, the switch unit 1230 switches whether to transmit the transmission audio data acquired by the microphone device 130 to the supervisor terminal 200 via the communication unit 1210 according to the selection request.

  The switch unit 1330 switches whether to output the first received audio data received by the communication unit 1310 as audio from the audio output unit in accordance with the selection request input to the input device 140. Further, the switch unit 1330 switches whether to transmit the transmission audio data acquired by the microphone device 130 to the user terminal 300 via the communication unit 1310 according to the selection request.

  Also in this embodiment, since the transmission voice data from the operator is transmitted to the transmission destination selected by the selection request, even if the private branch exchange or the MD server is not provided with a special function, the operator can send only to a desired partner. It becomes possible to notify own voice data.

  In each embodiment described above, the illustrated configuration is merely an example, and the present invention is not limited to the configuration.

  For example, the present invention can be applied not only to a call center system but also to an audio conference system. Specifically, the IM server 20 has a mixing function for mixing audio data, and may mix and transmit audio data from a plurality of user terminals 300 to the operator terminal 100 and the supervisor terminal 200. . In this case, an operator or a supervisor can participate in a plurality of voice conferences simultaneously.

  Further, the IM server 20 manages the connection related to the text chat, and the mixing unit 1150 and the switch units 1230 and 1330 transmit the text data to the transmission destination selected by the selection request in addition to the voice data. The operator can participate in a plurality of chats simultaneously.

10 Voice relay server (VR server)
20 IM server 30 Presence server 100 Operator terminal 110 Control unit 120 Speaker device 130 Microphone device 140 Input device 150 Notification device 200 Supervisor terminal 300 User terminal 1120, 1130, 1210, 1310 Communication unit 1140, 1220, 1320 Presence agent 1150 Mixing Part 1160 selection part 1170 separation part 1230, 1330 switch part

Claims (5)

An information processing terminal capable of calling simultaneously with a plurality of call destinations,
A communication unit that communicates with each call destination;
A voice input unit for acquiring user voice as transmission voice data;
An input unit for receiving a selection request for selecting a transmission destination of the transmission voice data from each of the call destinations during simultaneous calls with the call destinations;
An information processing terminal comprising: a transmission destination control unit that transmits the transmission voice data to the transmission destination selected by the selection request via the communication unit. A mixing unit that mixes received voice data received from each call destination by the communication unit to generate multiplexed voice data;
The information processing terminal according to claim 1, further comprising: an audio output unit that outputs the multiplexed audio data generated by the mixing unit as audio.   When the communication unit receives a voice call request when a call is not being performed, the user is called by voice, and when the communication unit receives the voice call request when a call is being performed, the communication unit is other than voice The information processing terminal according to claim 1, further comprising a notification unit that calls a user. A call control method for an information processing terminal capable of making a call simultaneously with a plurality of call destinations,
The user's voice is acquired as transmission voice data,
During a simultaneous call with each destination, accept a selection request to select the destination of the transmission voice data from each destination,
A call control method for transmitting the transmission voice data to a transmission destination selected by the selection request. To a computer that can talk simultaneously with multiple destinations,
Processing to acquire user's voice as transmission voice data;
A process of accepting a selection request for selecting a transmission destination of the transmission voice data from each of the call destinations during a simultaneous call with each call destination;
A program for executing the process of transmitting the transmission audio data to the transmission destination selected by the selection request.

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