JP2017011645A - Schedule management system, schedule management device, and schedule management method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make it possible to contact a worker after verifying identity of the worker, in the case of no contact from the worker.SOLUTION: A schedule management system comprises a schedule storage unit, a contact control unit, an information acquisition unit, a storage unit, and a conversion unit. The schedule storage unit stores estimated time of contact from a worker to a manager, a telephone number of the worker's contact address, and authentication information for authenticating the worker's identity in association with one another. The contact control unit monitors the schedule storage unit and originates a call to a telephone number of a worker's contact address when estimated time of contact has come on the condition of no contact from the worker. The conversion unit converts voice to a character string. The storage unit can store a result of the conversion from the voice to the string. The information acquisition unit, when key information input by a worker receiving the call has agreed with authentication information, acquires voice originated by the worker and stores a character string obtained by making the conversion unit convert the acquired voice, in the storage unit.SELECTED DRAWING: Figure 1

Description

  Embodiments described herein relate generally to a schedule management system, a schedule management apparatus, and a schedule management method.

  For example, schedule management software installed on a computer is usually used to manage the schedule of an employee (worker) who goes out for business.

  The schedule management software has a function of notifying that a scheduled time is reached by setting a scheduled time in advance and displaying a pop-up screen on the computer screen when the scheduled time is reached.

  However, this function has the problem that it does not make sense in situations where employees are not using their own computers.

  In addition, even if the schedule management software is scheduled to contact the start and end of work with an appointment with the administrator when the worker is working outside, the schedule management software will not When a PC terminal having a function of cooperative operation is not operated, an alarm cannot be received, and the promise with the administrator cannot be kept.

JP 2008-2111271 A JP 2009-087172 A JP 2004-094687 A

  The problem to be solved by the present invention is to provide a schedule management system, a schedule management device, and a schedule management method capable of making contact after confirming the worker himself / herself when there is no contact from the worker.

  The schedule management system of the embodiment includes a schedule storage unit, a contact control unit, an information acquisition unit, a storage unit, and a conversion unit. The schedule storage unit stores the scheduled contact time from the worker to the manager, the telephone number of the worker's contact information, and authentication information for authenticating the worker himself / herself. The contact control unit monitors the schedule storage unit, and sends a call to the telephone number of the worker's contact address to the worker who has passed the scheduled contact time without any contact from the worker. The conversion unit converts voice into a character string. The storage unit can store a conversion result from a voice to a character string. When the key information input by the worker who received the call matches the authentication information, the information acquisition unit acquires the voice spoken by the worker, and stores the character string obtained by converting the acquired voice into the conversion unit in the storage unit. Remember.

It is a figure which shows the structure of the telephone system of 1st Embodiment. It is a figure which shows the structure of a schedule management apparatus, PBX, and a voice converter. It is a figure which shows an example of the schedule registered. It is a figure which shows the 1st operation example of this telephone system. It is a figure which shows the 2nd operation example of this telephone system. It is a figure which shows the 3rd operation example of this telephone system.

Hereinafter, embodiments will be described in detail with reference to the drawings.
FIG. 1 is a diagram showing a configuration of a telephone system according to the first embodiment.

  As shown in FIGS. 1 and 2, a telephone system which is one embodiment of a schedule management system is a computer (hereinafter referred to as “PC 10”) handled by a schedule registrant such as a worker who works on the go. The schedule management device 20, a private branch exchange (PBX 30) as a private branch exchange, and a voice conversion device 40 are connected via a communication network such as a LAN 4. A telephone 6 is connected to the PBX 30.

  The telephone 6 is used by a proxy who acts as a proxy for a worker who has not been contacted by automatic transmission by the schedule management device 20. It is assumed that the agent is always in an environment where the telephone can be answered.

  The voice conversion device 40 includes a dictionary storage unit 41 in which a conversion dictionary is stored, a voice recognition unit 42, a voice synthesis unit 43, and a conversion result storage unit 44.

  The conversion dictionary in the dictionary storage unit 41 is a dictionary in which speech and character strings correspond, and is referred to by the speech recognition unit 42 and the speech synthesis unit 43.

  The voice recognition unit 42 refers to the conversion dictionary and converts the voice instructed to be converted into a character string. The voice synthesizer 43 refers to the conversion dictionary, converts the character string instructed to be converted into voice, and outputs it as a voice message. The conversion result storage unit 44 stores the conversion instructed voice and the conversion result character string as conversion results.

  The voice conversion device 40 operates in conjunction with the PBX 30, and performs a voice recognition function (a function for converting voice into a character string) that converts the voice of the worker instructed (controlled) by the PBX 30 to the text, and vice versa. And a speech synthesis function for generating speech from a character string.

  In other words, the voice conversion device 40 transmits a message prompting the worker who has received a call to enter key information, and if the inputted key information and the personal authentication information match, the voice conversion device 40 speaks the contents of the communication to the worker. It operates as a part of the automatic voice response function of the PBX 30 that reproduces the prompting message.

  The PBX 30 is connected to the operator's mobile phone 1 via a public switched telephone network 2 (hereinafter referred to as “PSTN 2”), a mobile carrier radio base station 2a, etc. Connect the telephone (call) and make it possible to talk.

  The PBX 30 has a call control unit 31. The call control unit 31 has a call control function based on an automatic voice response, that is, an automatic voice response function (hereinafter referred to as “Interactive Voice Response function: IVR function”).

  The automatic voice response function is a function that functions in cooperation with the voice conversion device 40. When a call can be made with the worker's mobile phone 1, a voice message registered in advance is played and key information is sent to the worker. And the key information input by the worker to the mobile phone 1 and the voice of the worker are transferred to the schedule management device 20.

  In addition, the PBX 3 has a computer telephony integration function (hereinafter referred to as “CTI function”) and a call distribution function. The CTI function identifies a caller's telephone number from an incoming call and identifies it. This is a function for transmitting and registering CTI information including the telephone number, the incoming time and the call or worker ID to the schedule management device 20 or the like.

  The schedule management device 20 includes a schedule storage unit 21, a follow information storage unit 22, a contact history storage unit 23, a delivery destination information storage unit 24, a control unit 25, a contact control unit 26, an information acquisition unit 27, a mail processing unit 28, and the like. Have.

  As shown in FIG. 3, the schedule storage unit 21 includes a contact time that is a scheduled contact time from the worker to the manager, the presence / absence of contact, the telephone number of the worker's contact information, the accompanying person, the worker himself / herself Are stored in association with the personal authentication information for authenticating the user. The personal authentication information is a predetermined management code or a predetermined keyword that only the worker himself can know.

  The user authentication is performed by comparing the key information input to the mobile phone 1 by the operator with the user authentication information. That is, the key information is a button operation sound of the mobile phone 1, that is, a predetermined management code input by a tone signal or a predetermined keyword input from the microphone of the mobile phone 1 by an operator's utterance.

  In the column of presence / absence of contact, a flag (for example, “1”) indicating that communication has been made when a contact is made with the worker is added. In the accompanying person field, the name of the accompanying person who acts with the worker is entered. The name of the accompanying person's column is linked to the accompanying person's schedule, for example, B's schedule 21b, and information such as the accompanying person's phone number can be read from the accompanying person's name.

  In addition, in the schedules 21a, 21b..., Destinations where the workers go, dates, and the like are stored in association with worker IDs that are worker identification information.

  The follow information storage unit 22 has a predetermined number of time intervals (10 times, 20 minutes, 30 minutes, etc., for a total of 5 times, etc.) and a flag indicating whether or not the phone is answered as a result of making a call at each time interval. Are stored as follow information.

  The contact history storage unit 23 is a storage unit capable of storing a conversion result from a voice to a character string. The character string converted by the voice conversion device 40 is associated with the voice of the conversion source, and an operator or call ID And stored as a contact history.

  The delivery destination information storage unit 24 stores delivery destination information such as a predetermined electronic mail address or telephone number that is referred to by the mail processing unit 28. The delivery destination information is set for each worker. For example, an email address of a member (such as an administrator or a supervisor) in the same group as the worker is stored in the delivery destination information storage unit 24. The control unit 25 comprehensively controls each unit.

  The contact control unit 26 monitors the schedule storage unit 21 (schedules 21a, 21b...), And with respect to a worker whose contact time has passed without any contact from the worker, the worker's schedule 21a, Call the contact telephone number in 21b.

  The contact control unit 26 has a redial operation function for making a call again after a predetermined time has elapsed when a call is made to the telephone number of the worker's contact but has not been answered.

  As a result of performing the redial operation (recalling) a predetermined number of times, if not answered, the contact control unit 26 calls the telephone number of the telephone 6 of the substitute and responds to the substitute who has answered the call by the worker. A message prompting the user to make a call to the mobile phone 1 is reproduced by the automatic voice response function of the PBX 3.

  When the key information is not input or the key information does not match the personal authentication information, the contact control unit 26 calls the telephone number of the substitute telephone 6 and the substitute telephone 1 and the worker who answers the call. A call with the mobile phone 1 is connected to be in a call state.

  When the input key information matches the personal authentication information in the corresponding worker's schedule 21a, 21b, etc., the information acquisition unit 27 sends a message prompting the worker to speak the content of the communication. The voice uttered by the operator is acquired through the PBX 30.

  The information acquisition unit 27 causes the PBX 30 to request the voice conversion device 40 to convert the acquired voice into a character string, and stores (saves) the character string converted by the voice conversion device 40 in the contact history storage unit 23.

  That is, when the key information input by the worker who receives a call from the PBX 30 matches the personal authentication information registered in the schedule 21a of the schedule storage unit 21, the information acquisition unit 27 acquires the voice spoken by the worker. Then, the character string obtained by converting the acquired voice into the voice conversion device 40 is stored in the contact history storage unit 23.

  The mail processing unit 28 reads the contact history stored (saved) in the contact history storage unit 23, adds the read contact history to the e-mail, and sends it to a predetermined destination stored in advance in the delivery destination information storage unit 24. It functions as an e-mail transmission unit for transmission.

  When a contact history is added to an email, the contact history text may be inserted into the email body, and the text is included in the email as a text file instead of being inserted into the email body. You may attach it.

  The PBX 3 has a call transfer function for incoming / outgoing calls, a computer telephony integration function (hereinafter referred to as “CTI function”), and a call distribution function. This is a function for transmitting and registering CTI information including the calling telephone number, the incoming time, and the call or worker ID identified to the schedule management apparatus 20 or the like.

  The call transfer function of the PBX 3 is a function that, when an incoming call is received from the operator's mobile phone 1, distributes the call to the distribution destination (the agent's telephone 6) and transfers it.

  The call distribution function is a function for connecting a call to a telephone corresponding to the content of an inquiry when a call is received from the outside including the worker. In the case of a telephone call from a worker, the telephone is connected to the telephone of a member of the person's department (group), and if not available, the telephone is connected to the telephone 6 of the substitute.

  The PC 10 is a general-purpose computer including a CPU, a memory, a hard disk drive device, and the like, and is connected to an input device such as a keyboard and a mouse and a display device such as a monitor.

  In addition to the OS (operating system), browser software is installed in a storage device (for example, a hard disk drive) of the PC 10. At the time of schedule registration, the browser software of the PC 10 is activated to access the schedule management device 20, and its own business schedule can be registered in the schedule storage unit 21 from the displayed schedule registration screen.

  Hereinafter, some examples of operation of the telephone system of this embodiment will be described with reference to FIGS. First, a first operation example will be described with reference to FIG.

  The first operation example is an example in which the system itself performs the follow-up when there is no contact from the worker who has gone out (an example in which the agent is not relied on to contact the worker). In this case, before the worker (Mr. A) goes out, the PC 10 accesses the schedule management device 20 from the browser software, and registers today's plan in Mr. A's own schedule 21 a of the schedule storage unit 21.

  For example, an item (work content), a place (destination), a contact time including a work start time and a work end time, a companion, a contact address, etc. are registered (step S101 in FIG. 4). The contact information is the telephone number or e-mail address of the mobile phone 1.

  In the schedule management device 20, the contact control unit 26 constantly monitors the schedules 21a, 21b,... Of each worker in the schedule storage unit 21, and registers in the schedule 21a several minutes before the contact time of the schedule 21a of Mr. A, for example. The e-mail indicating the alert is transmitted to the e-mail address of the contact address of Mr. A, or the alert screen is popped up on the monitor of the PC 10 (step S102). For example, “# minutes before the registered contact time” is displayed on the alert screen.

  Thereafter, the contact control unit 26 sends a call instruction to the PBX 30 so as to call the telephone number of the contact in the schedule 21a if no call is received from the Mr. A even at the contact time of the schedule 21a of the A (Step S21). S103). The call control unit 31 of the PBX 30 makes a call to the contact telephone number (Mr. A's mobile phone 1) in the schedule 21a in accordance with the call command received from the schedule management device 20 (step S104). Since the worker is currently out, the alert screen cannot be viewed on the PC 10.

  When the telephone is ringed a certain number of times and cannot be picked up, the contact control unit 26 sends a call stop command to the PBX 30 to stop the call. Then, the contact control unit 26 sends a transmission command to the PBX 30 after a few minutes in accordance with the follow information stored in the follow information storage unit 22 to re-dial (redial) it.

  Each time a call is made after a few minutes, a flag indicating whether or not the call has been answered (“1” when answering the call, “0” if not answering the call, etc.) is stored in the follow information storage unit 22. Set to follow information.

  When the destination Mr. A takes a call due to the ringing tone (ringing tone) of the mobile phone 1, the call control unit 31 of the PBX 30 places the PBX 30 and the mobile phone 1 in a call state and sends the voice conversion device 40 a call. An instruction is given to reproduce a voice message that prompts the user to enter key information (for example, “Please enter the management code”) (step S105). In addition, for example, a management code or a keyword may be input by utterance.

  The voice conversion device 40 reproduces a voice message in accordance with this instruction (step S106), and prompts Mr. A to input key information (management code).

  When the operator inputs a management code to the mobile phone 1 according to the voice message, the call control unit 31 of the PBX 30 sends the management code to the schedule management device 20.

  In the schedule management device 20, the information acquisition unit 27 collates the input management code with the personal authentication information registered in the personal authentication information column of the schedule 21a, and performs personal authentication depending on whether or not they match each other. This is performed (step S108).

  As a result, when the person making the call is authenticated as the worker himself / herself, the information acquisition unit 27 instructs the PBX 30 to reproduce a voice message that prompts the user to communicate by speaking (step S105). .

  The PBX 30 instructs the voice conversion device 40 to reproduce the voice according to the instruction from the schedule management device 20, and the voice conversion device 40 reproduces the voice message according to this instruction (step S 106), and the voice message is sent to the mobile phone 1.

  When Mr. A who hears the voice message on the mobile phone 1 makes a notification that the work is finished, the PBX 30 acquires the voice, sends the acquired voice to the voice conversion device 40, and instructs conversion to a character string. (Step S110).

  The voice conversion device 40 converts the voice into a character string in accordance with the instruction from the PBX 30, and sends the converted character string to the schedule management device 20 through the PBX 30.

  In the schedule management device 20, the information acquisition unit 27 communicates as a contact history that associates the character string of the contact content from Mr. A converted by the voice conversion device 40 with the contact time when the contact was actually received from Mr. A. It preserve | saves in the log | history memory | storage part 23 (step S111).

  Next, a second operation example of this telephone system will be described with reference to FIG. In the second operation example, the same operation as that in the first operation example is denoted by the same step number, and the description thereof is omitted. In this second operation example, an operation in the case where Mr. A has not responded when a call is made to the telephone number of the mobile phone 1 of Mr. A who is the worker in the automatic contact operation in the first operation example will be described.

  When PBX 30 makes a call to Mr. A's mobile phone 1 in accordance with a call command from schedule management device 20 (step S104), if Mr. A does not answer the call after ringing the specified number of times or for a predetermined time, The contact control unit 26 sends a call stop command to the PBX 30 to stop the call. Then, the contact control unit 26 sends a transmission command to the PBX 30 after a few minutes in accordance with the follow information stored in the follow information storage unit 22 to re-dial (redial) it.

  Whenever the call control unit 26 makes a call after a few minutes according to the follow information, a flag indicating whether or not the call has been answered ("1" if answered and "0" if not answered) Etc.) is set in the follow information in the follow information storage unit 22.

  If the call is not answered even if the number of calls set in the follow information is made, the contact control unit 26 controls the PBX 30 to make a call from the substitute telephone 6 (FIG. 5). Step S112), the agent's telephone 6 makes a call to the mobile phone 1 of Mr. A (Step S113). When Mr. A receives the call, the agent speaks with Mr. A and listens to the content of the contact from Mr. A, thereby completing the series of contact work.

  In this case as well, if Mr. A is not on the phone with a single call, the contact control unit 26 redials the agent's telephone 6 again according to the follow information.

Next, a third operation example of this telephone system will be described with reference to FIG.
In the third operation example, the same operation as that in the second operation example is denoted by the same step number, and the description thereof is omitted. In the second operation example described above, the operation in which the agent acts as a proxy for Mr. A when Mr. A does not answer the call in the automatic contact operation has been described. An example will be described in which the content of the contact made with the person is notified to a predetermined contact.

  In this third operation example, when a call is made from the substitute telephone 6 to Mr. A's mobile phone 1 (step S113 in FIG. 6) and a telephone call is made between the telephones (step S114), Mr. A speaks. The PBX 30 acquires the content (speech) communicated in this way, sends the acquired speech to the speech conversion device 40, and instructs conversion to a character string (step S110).

  The voice conversion device 40 converts the voice into a character string in accordance with the instruction from the PBX 30, and sends the converted character string to the schedule management device 20 through the PBX 30.

  In the schedule management device 20, the information acquisition unit 27 has a contact history as a contact history in which the character string of the contact information of Mr. A converted by the voice conversion device 40 and the contact time when the contact is actually received from A are associated. It preserve | saves at the memory | storage part 23 (step S111).

  Subsequently, in the schedule management device 20, the mail processing unit 28 reads the contact history in the contact history storage unit 23, pastes the read contact history character string into the body of the email, and reads the electronic history read from the delivery destination storage unit 24. An e-mail is transmitted with the e-mail address as the e-mail destination (step S115).

  Thus, according to this embodiment, when the scheduled contact time is reached without any contact from the worker holding the mobile phone 1, the system automatically calls the mobile phone 1 from the system side and the worker himself Since the voice of the content of the communication spoken by the worker is converted into a character string and saved after confirming the above, it is possible to contact the worker and leave a contact history, and to make contact more reliably.

  In addition, when the worker responds by calling from the system side, the management code input by the worker or the keyword spoken by the worker is converted into a character string by voice recognition, and the user is authenticated. Since the contact is completed when it is confirmed that the person has responded, it is possible to reliably contact the worker.

  In addition, when the worker responds with a call from the system side, the content of the communication from the worker's utterance is converted into a character string, and the converted character string is automatically distributed to members in the group registered in advance by e-mail. Therefore, it is possible to inform the members in the group of the contents of contact with the worker.

  Although the embodiment of the present invention has been described, this embodiment is presented as an example and is not intended to limit the scope of the invention. The novel embodiment can be implemented in various other forms, and various omissions, replacements, and changes can be made without departing from the scope of the invention. This embodiment and its modifications are included in the scope and gist of the invention, and are included in the invention described in the claims and the equivalents thereof.

  In the above embodiment, the schedule management device 20, the PBX 30, the voice conversion device 40, and the like are individually configured by hardware, and these are connected via the LAN 4 to configure the telephone system. It may be configured.

  Further, each component shown in the embodiment may be realized by a program installed in a storage such as a hard disk device of a computer, and the program is stored in a computer-readable electronic medium: electronic media, The computer may realize the functions of the present invention by causing a computer to read a program from an electronic medium. Examples of the electronic medium include a recording medium such as a CD-ROM, flash memory, and removable media. Furthermore, the entire configuration may be realized by distributing and storing the components in different computers connected via a network and communicating between the computers that have the components function.

  DESCRIPTION OF SYMBOLS 1 ... Worker's mobile phone, 2 ... Public telephone line, 6 ... Proxy phone, 10 ... Computer (PC), 20 ... Schedule management device, 21 ... Schedule storage unit, 22 ... Follow information storage unit, 23 ... Contact History storage unit, 24 ... distribution destination information storage unit, 25 ... control unit, 26 ... contact control unit, 27 ... information acquisition unit, 28 ... mail processing unit, 30 ... PBX, 40 ... voice conversion device, 41 ... dictionary storage unit , 42 ... voice recognition unit, 43 ... voice synthesis unit, 44 ... conversion result storage unit.

Claims (15)

A schedule storage unit that stores the scheduled contact time from the worker to the administrator, the telephone number of the contact information of the worker, and authentication information for authenticating the worker himself / herself,
Monitoring the schedule storage unit, for a worker who has passed the scheduled contact time without contact from the worker, a contact control unit for sending to the telephone number of the worker's contact;
A conversion unit that converts voice into a character string;
A storage unit capable of storing a conversion result from the voice to the character string;
When the key information input by the worker who receives the call matches the authentication information, the voice uttered by the worker is acquired, and the character string obtained by converting the acquired voice into the conversion unit is stored in the memory. A schedule management system comprising an information acquisition unit stored in the unit.   A message that prompts the worker who has received a call to enter key information is transmitted, and when the entered key information matches the authentication information, a message that prompts the worker to speak the content of the contact is reproduced. The schedule management system according to claim 1, further comprising an automatic voice response unit.   The schedule management system according to claim 1, further comprising an e-mail transmission unit that transmits the e-mail to which the character string is added to a predetermined destination.   2. The schedule management system according to claim 1, wherein the communication control unit has a function of re-transmitting after a predetermined time has elapsed when a call is made to the telephone number of the worker's contact but is not answered.   The contact control unit makes a call to the telephone number of the agent's telephone if it has not responded as a result of performing the re-transmission operation a certain number of times. The schedule management system according to claim 4, wherein the automatic voice response unit reproduces a message prompting to make a call to the telephone. In a schedule management device connected to a voice conversion device that converts voice to a character string,
A schedule storage unit that stores the scheduled contact time from the worker to the administrator, the telephone number of the contact information of the worker, and authentication information for authenticating the worker himself / herself,
Monitoring the schedule storage unit, for a worker who has passed the scheduled contact time without contact from the worker, a contact control unit for sending to the telephone number of the worker's contact;
A storage unit capable of storing a conversion result from voice to character string;
When the key information input by the worker who receives the call matches the authentication information, the voice uttered by the worker is acquired, and the character string obtained by converting the acquired voice into the voice conversion device is A schedule management apparatus comprising an information acquisition unit stored in a storage unit.   A message that prompts the worker who has received a call to input key information is transmitted, and when the input key information matches the authentication information, a message that prompts the worker to speak the content of the contact is reproduced. The schedule management apparatus according to claim 6, further comprising an automatic voice response unit.   The schedule management apparatus according to claim 6, further comprising an e-mail transmission unit that transmits the e-mail to which the character string is added to a predetermined destination.   The schedule management device according to claim 6, wherein the communication control unit re-transmits after a predetermined time elapses when a call is made to the telephone number of the contact information of the worker but has not been answered.   The contact control unit makes a call to the telephone number of the agent's telephone if it has not responded as a result of performing the re-transmission operation a certain number of times. The schedule management apparatus according to claim 9, wherein the automatic voice response unit reproduces a message for prompting a telephone call. Store the scheduled contact time from the worker to the administrator, the telephone number of the contact information of the worker, authentication information for authenticating the worker himself / herself in the schedule storage unit,
The contact control unit monitors the schedule storage unit, and for the worker who has passed the scheduled contact time without contact from the worker, call the contact number of the worker,
When the key information input by the worker who has received the call matches the authentication information, the information acquisition unit acquires the voice spoken by the worker, and the character string obtained by converting the acquired voice into the conversion unit Management method for storing the information in the storage unit.   A message that prompts the worker who has received a call to input key information is transmitted, and when the input key information matches the authentication information, a message that prompts the worker to speak the content of the contact is reproduced. The schedule management method according to claim 11.   The telephone method according to claim 11, wherein the e-mail with the character string is transmitted to a predetermined destination.   The schedule management method according to claim 11, wherein the communication control unit re-transmits after a predetermined time elapses when a call is made to the telephone number of the worker's contact but is not answered.   The contact control unit makes a call to the telephone number of the agent's telephone if it has not responded as a result of performing the re-transmission operation a certain number of times. The schedule management method according to claim 14, wherein a message prompting to make a telephone call is reproduced.

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