JP2019087879A - Communication processing apparatus, program, communication processing method, and communication processing system - Google Patents

Abstract

To improve the convenience of a user more than before.SOLUTION: A communication processing device (for example, a contact center server 120) includes: a communication processing unit 25 as a first processing unit that sends first identification information (for example, an operator identifier) to a customer text communication device 132 (including a customer communication device 130), which is a first communication device, using a first medium different from a voice medium; an IVR processing unit 23 as a second processing unit that receives, using the voice medium, the first identification information from a customer voice communication device 131 (including the customer communication device 130), which is a second communication device to which the first identification information is input; and a call control processing unit 24 as a third processing unit that establishes a connection between an operator voice communication device 141 (also including the operator communication device 140), which is a third communication device identified from the first identification information, and the second communication device so as to perform communication using the voice medium.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a communication processing device, a program, a communication processing method, and a communication processing system.

  Conventionally, an application for performing text chat and an application for performing voice call have been operated on one device as a method of switching from text chat to voice call by a contact center user (Patent Document 1) reference). In the technology described in Patent Document 1, a communication partner is specified by linking information between two (or more) applications operating in one device. Then, in this technology, a button for starting a voice call is displayed on the text chat screen, and the user presses the button to switch from text chat to voice call.

Japanese Patent Application Publication No. 2007-072835

  However, in the prior art, the operator who was performing text chat did not correspond to the voice call from the user. That is, in the prior art, even when the same user makes an inquiry, it is possible that the same operator can cope with switching of media used for communication (eg, switching from text chat to voice). could not. Therefore, it can not be said that the convenience for the user is good.

  The present invention has been made in view of the above problems, and provides a communication processing apparatus, a program, and a communication processing method that can improve the convenience of the user compared to the conventional technology.

  In order to solve the above-mentioned subject, a communication processing device concerning the present invention is a communication processing device, and it sends the 1st discernment information to the 1st communication device using the 1st media different from an audio media, the 1st processing A second processing unit that receives the first identification information using an audio medium from the second communication device to which the first identification information is input, and the first processing unit communicates with the second processing unit using an audio medium. A third processing unit is provided that performs connection between a third communication device identified from identification information and the second communication device.

  Further, a program according to the present invention transmits a first identification information to a first communication apparatus using a first medium different from an audio medium, the first processing unit, the first identification information being input to the first communication device. A second processing unit that receives the first identification information from the second communication device using the audio media, and a third communication device identified from the first identification information so as to be communicated using the audio media; (2) Function as a third processing unit to connect with the communication device.

  A communication processing method according to the present invention is the communication processing method of a communication processing device, wherein the communication processing device uses the first communication device to perform the first identification information using the first medium different from the audio medium. In order to be communicated, a first step of sending, a second step of receiving the first identification information using voice media from the second communication device to which the first identification information is input, and a second step, voice communication using the voice media, And a third step of establishing a connection between a third communication device identified from the first identification information and the second communication device.

  Further, a communication processing system according to the present invention is a communication processing system including a communication processing device and a relay device, wherein the relay device uses a first medium different from an audio medium for the first communication device. A second processing unit having a first processing unit for transmitting identification information, the communication processing apparatus receiving the first identification information using a voice medium from a second communication apparatus to which the first identification information is input; And a third processing unit for establishing a connection between the third communication device identified from the first identification information and the second communication device so as to communicate using voice media. I assume.

  A communication processing method according to the present invention is the communication processing method in a communication processing system having a communication processing device and a relay device, wherein the relay device uses a first medium different from an audio medium for the first communication device. Sending the first identification information, the communication processing device receiving the first identification information using voice media from the second communication device to which the first identification information has been input, And a third step of establishing a connection between a third communication device identified from the first identification information and the second communication device so as to communicate using voice media.

  According to the present invention, the convenience of the user can be improved.

It is a detailed block diagram of the contact center server in 1st Embodiment. It is a sequence diagram which shows the operation | movement flow of 1st Embodiment. It is a sequence diagram which shows the operation | movement flow of 1st Embodiment. It is a detailed block diagram of the contact center server in 2nd Embodiment. It is a block diagram of an audio | voice address information table. It is a block diagram of a text information table. It is a block diagram of an operator information table. It is a flowchart which shows the operation | movement flow of 2nd Embodiment. It is a sequence diagram which shows the operation | movement flow of 2nd Embodiment. It is a sequence diagram which shows the operation | movement flow of 2nd Embodiment. It is a sequence diagram which shows the operation | movement flow of 2nd Embodiment.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
The figures are only schematically shown to the extent that the present invention can be fully understood. Therefore, the present invention is not limited to the illustrated example. Further, in the present embodiment, the description may be omitted for a configuration not directly related to the present invention or a known configuration. In addition, in each figure, about the same component and the same component, the same code | symbol is attached | subjected and those duplicate description is abbreviate | omitted.

First Embodiment
[Constitution]
FIG. 1 is a detailed configuration diagram of the contact center server according to the first embodiment.
The contact center server 120 (communication processing device) is a server device that executes processing of a contact center service provided to a customer (user). The contact center server 120 is configured as a computer having a central processing unit (CPU), a memory, a storage unit (such as a hard disk) such as a hard disk, and a network interface. In this computer, various functions are realized by the CPU executing a program read into the memory.
Here, the contact center server 120 is an example of a communication processing apparatus, the customer is an example of a user, and the storage means is an example of a storage unit.

The contact center server 120 processes a call for realizing a service. As used herein, "call" is a set of information flowing through a network (communication network), and is, for example, a combination of voice, video, multimedia (digitized video, voice, text data, etc.) Comprehensive media), e-mail, fax, text chat, voice messages, etc.
In the present embodiment, a text chat will be described as an example of a service provided by the contact center server 120. However, the service to which the present invention is applied is not limited to text chat. For convenience of explanation, when simply calling "chat", it means text chat. Further, specific examples of text chat include instant messaging and LINE (registered trademark).

The contact center server 120 has an application processing unit 21 and an OS (Operating System) processing unit 22.
The contact center server 120 is communicably connected to one or more customer communication devices 130 and one or more customer voice communication devices 131 and customer text communication devices 132 via the public network 151. The contact center server 120 is communicably connected to one or more operator communication devices 140, one or more operator voice communication devices 141 and operator text communication devices 142 via the local communication network 152.
Here, the public network 151 and the local communication network 152 are examples of networks. Specific examples of the public network 151 are an IP (Internet Protocol) network, a PSTN (Public Switched Telephone Network), a mobile telephone network, and the like.
Here, another name of the indoor communication network 152 is a LAN (Local Area Network). When the operator and the contact center server 120 do not exist in the same facility (for example, when the operator works at home), the contact center server 120 is an example of a network WAN (Wide (Wide) in place of the local communication network 152). It may be communicably connected to one or more operator communication devices 140 (including an operator voice communication device 141 and an operator text communication device 142) via an area network.

  The customer communication device 130, the customer voice communication device 131, and the customer text communication device 132 are all communication devices used and operated by the customer, and are communication devices for using the service provided by the contact center server 120. .

The customer communication device 130 is a communication device capable of communication by voice and text, and is, for example, a computer device represented by a personal computer (PC), a mobile phone terminal, a tablet terminal or a smartphone. The customer communication device 130 includes, for example, a communication unit 31 for performing communication by voice and text, a display unit 32 for displaying various information, and an operation unit 33 for inputting a telephone number and characters.
Here, the customer communication device 130 is a general term for a device in which a customer voice communication device 131 and a customer text communication device 132 described later are realized by one device. The customer voice communication device 131 is an example of a second communication device, and the customer text communication device 132 is an example of a first communication device.

  The customer voice communication device 131 is a communication device capable of voice communication, and, for example, a fixed telephone terminal, a mobile telephone terminal, or a personal computer (PC) on which voice call software is installed and a voice input / output device connected thereto It is a communication device such as (a microphone and a speaker or a headset). The customer voice communication apparatus 131 includes, for example, a communication unit for performing communication by voice and an operation unit for inputting a telephone number (both not shown).

  The customer text communication device 132 is a communication device capable of text communication, and is, for example, a communication device such as a computer device represented by a personal computer (PC), a mobile telephone terminal, or a tablet terminal. The customer text communication device 132 includes, for example, a communication unit for performing communication by text, a display unit for displaying various information, and an operation unit for inputting characters (all not shown).

  In the present embodiment, it is assumed that both voice communication and text communication are performed between the customer and the operator. Therefore, in communication with the contact center server 120, the customer possesses one customer communication device 130 capable of voice and text communication, or a customer voice communication device 131 capable of voice communication and text communication. A total of two possible customer text communication devices 132 will be owned.

The operator communication device 140, the operator voice communication device 141, and the operator text communication device 142 are all communication devices used and operated by the operator, which respond to customer inquiries or the application processing unit 21 provided in the contact center server 120. Is an apparatus for accessing an application provided by
Here, the operator communication device 140 is a generic term for a device in which an operator voice communication device 141 and an operator text communication device 142 described later are realized by one device. The operator communication device 140 is an example of a third communication device. The operator voice communication device 141 is an example of a third communication device.

  The operator communication device 140 is a communication device capable of voice and text communication, and is, for example, a computer device on which voice call software and text chat software are installed. The operator communication device 140 may have the same hardware configuration as the customer communication device 130. For example, the communication unit 41 performing communication by voice and text, the display unit 42 displaying various information, and the telephone number and characters And an operation unit 43 for inputting the

  The operator voice communication device 141 is a communication device capable of communicating by voice, and is, for example, a communication device such as a fixed telephone terminal or a cordless telephone terminal. The operator voice communication device 141 may have the same hardware configuration as the customer voice communication device 131, and includes, for example, a communication unit performing voice communication and an operation unit for inputting a telephone number (none of which are shown) ).

  The operator text communication device 142 is a communication device capable of text communication, and is, for example, a computer device on which software for text chat is installed, or a communication device such as a tablet terminal. The operator text communication device 142 may have the same hardware configuration as the customer text communication device 132. For example, the operator text communication device, a display unit for displaying various information, and an operation unit for inputting characters And (not shown).

  In the present embodiment, it is assumed that both voice communication and text communication are performed between the customer and the operator. Therefore, in the contact center operation, the operator possesses one operator communication device 140 capable of voice and text communication, or an operator voice communication device 141 capable of voice communication and operator text capable of text communication. A total of two communication devices 142 will be possessed.

(Application processing unit 21)
The application processing unit 21 processes one or more applications for realizing a predetermined service provided by the contact center server 120.
The application processing unit 21 includes an IVR (Interactive Voice Response: automatic voice response) processing unit 23, a call control processing unit 24, a communication processing unit 25, and an operator management processing unit 26. Further, the application processing unit 21 will now outline the functions provided in the application processing unit 21 and the details will be described later in the operation.
Here, the IVR processing unit 23 is an example of a second processing unit, the call control processing unit 24 is an example of a third processing unit, and the communication processing unit 25 is an example of a first processing unit.

(IVR processing unit 23)
The IVR processing unit 23 is connected to the public network 151 via the communication processing unit 25 and functions as an automatic answering system capable of receiving an incoming voice call. In response to the incoming call of the voice call, the IVR processing unit 23 reproduces the prepared response voice according to a predetermined logic according to the received telephone number (the telephone number of the callee used when the customer makes a call). . The IVR processing unit 23 prompts the customer to perform a dial operation by reproducing the response voice, and by repeating this depending on the logic, acquires information necessary for call control from the customer, and the call control processing unit 24 according to the acquired information. Take over the voice call to.

(Call control processing unit 24)
The call control processing unit 24 functions as an Automatic Call Distribution (ACD) processing unit that appropriately distributes the incoming call received from the customer voice communication device 131 and the customer text communication device 132 (or the customer communication device 130) to a specific operator. The call control processing unit 24 automatically allocates the incoming call according to, for example, the caller number, the incoming call number, the operator's skill or operation time, the availability, and the like. The call control processing unit 24 selects an appropriate operator when allocating an incoming call. The call control processing unit 24 also has a function of allocating an incoming call according to the state of the operator when the information of the incoming operator is received from the IVR processing unit 23.
Here, the “skill” is information indicating the level of response to the customer in the work of the belonging group, and the information is, for example, information consisting of five levels of level 1 to level 5. For example, level 1 is information indicating an operator at the lowest level of customer service level among the group, and level 5 is an operator at the highest level of customer service level among the group. It shall be the information shown.
Here, the “group to which the user belongs” can be prepared, for example, according to the work of each operator, but is not limited to this. Each operator can belong to one or more affiliation groups.

(Communication processing unit 25)
The communication processing unit 25 enables extension calls to be made between a plurality of operator voice communication devices 141 (including the operator communication device 140) in the facility, and a plurality of operator text communication devices 142 in the facility (operator communication device 140). Function as a relay processing unit that enables text chat communication.
Here, the communication processing unit 25 enables voice communication between the operator voice communication device 141 (including the operator communication device 140) and the customer voice communication device 131 (including the customer communication device 130), or an operator text It functions as a relay processor that enables text chat communication between the communication device 142 (including the operator communication device 140) and the customer text communication device 132 (including the customer communication device 130).
Here, the communication processing unit 25 exchanges media (information) such as voice and text between the contact center server 120 and the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142). It functions as a relay processing unit when exchanging control signals related to communication control such as connection between the contact center server 120 and the operator communication apparatus.
The communication processing unit 25 exchanges media (information) such as voice and text between the contact center server 120 and the customer communication device 130 (including the customer voice communication device 131 and the customer text communication device 132). It functions as a relay processing unit when exchanging control signals related to communication control such as connection between the server 120 and the customer communication device.
The communication processing unit 25 operates between the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142) and the customer communication device 130 (including the customer voice communication device 131 and the customer text communication device 132). Relay processing when exchanging control signals related to communication control such as connection between an operator communication device such as connection and a customer communication device for exchanging media (information) such as voice and text via contact center server 120 Act as a department.

(Operator management processing unit 26)
The operator management processing unit 26 includes the state of the operator (at least including vacant, in chat, in a call, in a call, in a hold, in an incoming call reservation, in an incoming call reservation, in an incoming call non-permission, etc.) A functional unit that manages belonging groups, operator identifiers, skills, and identification information (telephone number, IP address) for connecting to the operator voice communication device 141 and the operator text communication device 142 (or operator communication device 140) in charge is there.
Here, the operator identifier is a short numeric string that can uniquely identify the contact center operator and can be input by the telephone dial pad. Further, the operator management processing unit 26 has a function of receiving notification of distribution from the call control processing unit 24 and a function of receiving a notification of status of the operator from the operator voice communication device 141 (including the operator communication device 140). . Then, when receiving the previous notification from the operator voice communication device 141 (including the operator communication device 140), the operator management processing unit 26 recognizes from which operator voice communication device 141 the notification is from, and The operator voice communication device 141 also has a function of recognizing (associated with) the operator. At this time, information associated with (associated with) operator identification information identifying an operator and operator communication device identification information identifying an operator voice communication device 141 (including the operator communication device 140) is a contact center server. The operator management processing unit 26 is stored in a management table provided in 120, and realizes the above-described recognition function related to the operator communication apparatus and the operator by referring to the management table.
In addition, the operator management processing unit 26 includes the status of the operator who is in charge of the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142) to manage, the belonging group, the skill, and the operator communication device 140 which is in charge of A storage unit (not shown) for storing information such as the IP address of the operator voice communication device 141 and the operator text communication device 142, and the operator linked to the operator communication device 140.
Here, the operator identifier is an example of identification information of the operator.

(Modification of application processing unit 21)
The application processing unit 21 may have a CRM database unit (not shown).
The CRM database unit manages, for example, information related to the customer, information related to the exchange between the customer and the operator, and the like.
Further, the CRM database unit is configured to display the display unit of the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142), the customer information of the customer communication device 130 connected with the operator communication device 140, Information displayed between the operator of the operator communication device 140 and the customer of the customer communication device 130 is displayed.
The CRM database unit is connected between the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142) and the customer communication device 130 as timing for displaying information on the display unit of the operator communication device 140. (Or before connection, before connection and when connected, when connected and after connection, after connection, before connection and after connection), operator communication device 140 (operator voice communication device 141, operator text communication When the display of information is requested from the device 142).
Here, CRM is an abbreviation of Customer Relationship Management.

(OS processing unit 22)
The OS processing unit 22 is software that manages the entire contact center server 120. The OS processing unit 22 implements a basic function commonly used by one or more types of applications to be controlled by the application processing unit 21.

[Operation]
The operation flow of the first embodiment will be described with reference to FIGS. 2A and 2B (refer to FIG. 1 as needed). Here, the case where the customer owns the customer voice communication apparatus 131 and the customer text communication apparatus 132 and the operator owns the operator voice communication apparatus 141 and the operator text communication apparatus 142 will be described as an example. That is, it is assumed that the customer or the operator makes a voice call and a text chat on another device (for example, a voice call is made on a telephone and a text chat is made on a PC). Also, it is assumed that the operator voice communication device 141 and the operator text communication device 142 exist in a sufficient number to provide the contact center task.
Here, FIGS. 2A and 2B describe the IVR processing unit 23, the call control processing unit 24, and the operator management processing unit 26 in the configuration related to the contact center server 120.
Here, FIG. 2A and FIG. 2B omit and describe the processing of the communication processing unit 25 in the configuration related to the contact center server 120.
The communication processing unit 25 exchanges media (information) such as voice and text between the contact center server 120 and the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142). It functions as a relay processing unit when exchanging control signals related to communication control such as connection between the contact center server 120 and the operator communication apparatus.
The communication processing unit 25 exchanges media (information) such as voice and text between the contact center server 120 and the customer communication device 130 (including the customer voice communication device 131 and the customer text communication device 132). It functions as a relay processing unit when exchanging control signals related to communication control such as connection between the server 120 and the customer communication device.
The communication processing unit 25 operates between the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142) and the customer communication device 130 (including the customer voice communication device 131 and the customer text communication device 132). Relay processing when exchanging control signals related to communication control such as connection between an operator communication device such as connection and a customer communication device for exchanging media (information) such as voice and text via contact center server 120 Act as a department.

Now, it is assumed that the customer is performing text chat with the operator who uses the operator text communication apparatus 142 using the customer text communication apparatus 132, and it is decided to shift to the voice call from the exchange (F001). At this time, the operator operates the operator text communication device 142 to transmit information for transitioning from text chat to voice call to the customer (F002). Specifically, the operator text communication device 142 receives the telephone number of the contact center server 120 for connection by communication using voice via the contact center server 120 (the communication processing unit 25) by the operation of the operator. Information for identifying the operator (operator identifier) is transmitted to the customer text communication device 132 as text information.
Here, F002 is an example of the first step.

The customer text communication device 132 receives the telephone number of the contact center server 120 and the operator identifier, and the customer text communication device 132 (display unit) displays the received telephone number and the operator identifier (F003).
The customer text communication device 132 (operation unit) is operated by the customer for confirmation of the telephone number and the operator identifier of the contact center after the customer confirms the display of the information (hereinafter, display confirmation operation). And write) (F004).
In this display confirmation operation, the customer text communication device 132 displays information such as selectable buttons and links in the text chat window, for example, and clicks (selects) the information displayed by the customer. Good.
Further, in this display confirmation operation, the customer text communication device 132 displays information such as selectable buttons and links on a pop-up screen other than the text chat window, and is clicked (selected) for the information displayed by the customer. It may be
Here, the telephone number of the contact center server 120 is an example of identification information of the communication processing apparatus for connecting to the communication processing apparatus by communication using voice.

  When the display confirmation operation is performed, the customer text communication device 132 transmits (transfers) a confirmation notification indicating that the customer has confirmed the information to the call control processing unit 24 of the contact center server 120 (F005). The call control processing unit 24 terminates the communication between the customer text communication device 132 and the operator text communication device 142 (F006), and instructs the operator management processing unit 26 that the operator shifts from text chat to voice communication. Notify (F007). At the time of notification, the call control processing unit 24 notifies the operator management processing unit 26 of the identifier of the operator text communication apparatus 142 related to the end of communication. The operator management processing unit 26 changes the state of the operator to "pending incoming call" as a waiting state for receiving a voice incoming call from the customer (F008). In “F006”, the call control processing unit 24 may display information indicating that the text chat has ended on the operator text communication apparatus 142. Further, in “F008”, the operator management processing unit 26 may cause the operator voice communication device 141 or the operator text communication device 142 to display information indicating that “reception is being reserved”.

Subsequently, the customer voice communication device 131 makes a call to the telephone number of the contact center server 120 for transitioning from the text chat previously received by the customer text communication device 132 to the voice call by the operation of the customer. The call control processing unit 24 receives an outgoing call from the customer voice communication apparatus 131 as an incoming call related to a voice call. When the call control processing unit 24 receives an outgoing call from the customer voice communication apparatus 131, the call control processing unit 24 sends to the IVR processing unit 23 the fact that the customer voice communication apparatus 131 has received an incoming call, and the customer voice communication apparatus 131 used when making a call. The destination telephone number is notified (F009).
When the IVR processing unit 23 receives from the call control processing unit 24 that the call has been received from the customer voice communication apparatus 131 and the telephone number of the transmission destination used when the customer voice communication apparatus 131 makes a call, the customer voice communication apparatus Automatically respond to the call from 131. Further, the IVR processing unit 23 instructs the customer voice communication device 131 to input the operator identifier received from the operator in the text chat by voice (F010).

Subsequently, the customer voice communication apparatus 131 is operated by the customer (for example, the dial pad of a telephone is operated), and the previously received operator identifier is input (F011). The customer voice communication device 131 transmits the input operator identifier to the IVR processing unit 23. The IVR processing unit 23 receives the operator identifier, and transmits the operator identifier and information indicating that the text chat is transitioning to a voice call to the call control processing unit 24 (F012).
Here, F012 is an example of the second step.

  Subsequently, the call control processing unit 24 acquires the state of the operator indicated by the operator identifier from the operator management processing unit 26 (F013). The call control processing unit 24 confirms whether or not the acquired status of the operator is “incoming call reservation”, and whether the incoming call of F 009 is a call transferred from text chat to voice call (F 0 14). The call control processing unit 24 distributes the incoming call to the operator when the state of the operator is “incoming call reservation” and the incoming call of F 009 is a call that has shifted from text chat to a voice call. Send a ringing signal (F015). Further, the call control processing unit 24 instructs the operator management processing unit 26 to change the status of the operator to "call waiting for incoming call" (F016), and the operator management processing unit 26 determines the status of the operator Change to "Incoming reservation ringing" (F017).

  The call control processing unit 24 does not distribute to the operator in the “incoming call reservation status” when the incoming call in F 009 is not a call that has shifted from text chat to voice communication. Also, the call control processing unit 24 does not distribute the call to the operator in the “incoming call reservation ringing” state no matter what the call is. When the “incoming call reservation” state continues for a predetermined time or more, the operator management processing unit 26 transitions to the “available” state in which the incoming call can be received. That is, the call control processing unit 24 does not connect to the operator who has sent the operator identifier for a predetermined time, except for the incoming call from the customer who has sent the operator identifier.

  As described above, when there are two statuses of the operator: "incoming call reservation" and "incoming call reservation in progress", the customer abandons the call before the operator answers in "incoming call reservation being in progress" (for example, When the call is disconnected, the call control processing unit 24 can return the state of the operator in the operator management processing unit 26 from "incoming call reservation" to "incoming call reservation". If the customer gives up on a call because the operator can not answer, it is assumed that the call is very short (for example, a temporary call circuit failure or a customer misoperation), and there is an incoming call from this customer again Is high. By returning the status of the operator from “incoming call reservation to ringing in progress” to “incoming call reservation”, the operator can reliably respond to another incoming call from the customer.

When the operator voice communication device 141 receives a call signal and is responded to the call signal received by the operator using the operator voice communication device 141, the operator voice communication device 141 transmits a call signal to the call control processing unit 24. The response signal concerned is notified (sent) (F018). When the call control processing unit 24 receives a response signal related to the call signal from the operator voice communication device 141, the call control processing unit 24 connects the operator voice communication device 141 of the operator and the customer voice communication device 131 to establish a voice call. (F019). Further, the call control processing unit 24 requests the operator management processing unit 26 to change the operator to the “in call” state (F020), and the operator management processing unit 26 “incoming call reservation being called”. Change to "on call" (F021). This establishes a voice call between the customer and the operator and starts the call.
Here, F019 is an example of the third step.

  In the description of the operation here, the case where the customer holds the customer voice communication device 131 and the customer text communication device 132 and the operator holds the operator voice communication device 141 and the operator text communication device 142 is described as an example. did. That is, it is assumed that the customer or the operator makes a voice call and a text chat on another device (for example, a voice call is made on a telephone and a text chat is made on a PC). However, it is of course also possible for the customer to use the customer communication device 130 (see FIG. 1) and for the operator to use the operator communication device 140 (see FIG. 1).

<< Modification of First Embodiment >>
Here, the information for identifying the operator to be transmitted to the customer is used as the operator identifier, but each time the system randomly generates a number string and transmits it to the customer instead of the operator identifier, the generated number string and the system It is also possible to have a configuration that prevents reuse of the same number by the customer by associating with the operator identifier that manages the operator in a fixed manner.
Here, the information for specifying the operator to be transmitted to the customer is an example of the first identification information.

  The operator may input the telephone number and the operator identifier transmitted from the operator text communication device 142 to the customer text communication device 132 when transitioning from text chat to voice communication, or the operator text communication device 142 may use data in advance as data. Alternatively, a transmission button may be prepared on the text chat screen of the operator, and automatic transmission may be performed by pressing the button. Alternatively, transmission data may be prepared in the application processing unit 21 in advance, and a transmission button may be prepared on the text chat screen of the operator, and automatic transmission may be performed by pressing the button. .

  When transitioning from text chat to voice communication, the telephone number transmitted from the operator text communication device 142 to the customer text communication device 132 may be a telephone number capable of directly inputting an operator identifier, or the voice guidance by the IVR processing unit 23 May be a phone number that can present a menu including an option to shift from text chat to voice call in, and in the latter case, for example, allowing the customer to select an option to shift from text chat to voice call and then input an operator identifier It becomes such an operation procedure.

  Further, in the processing step (F006) of FIG. 2A, the operator text communication apparatus 142 (the operator communication apparatus 140) displays on the display unit of the apparatus so that the contents of the text chat can be confirmed when shifting to the voice call. It is not necessary to end the display area (window) involved in the text chat.

When the display area (window) related to the text chat displayed on the display unit of the operator text communication apparatus 142 (operator communication apparatus 140) ends in the processing step (F006) of FIG. 2A, the operator text communication apparatus 142 ( The operator communication device 140) may display the information related to the text chat up to the processing step (F006) of FIG. 2A as follows.
Here, in the processing step (F006) of FIG. 2A, the information related to the text chat and the identification information of the customer are stored in the CRM database as information associated with each other, and the operator text communication device 142 (operator communication device 140) In the processing step (F015, F018, F019) of FIG. 2B, information related to the text chat may be received from the CRM database unit and displayed on the display unit of the device.

  Further, in the processing step (F006) of FIG. 2A, the operator text communication apparatus 142 (operator communication apparatus 140) displays the display of the customer so that the contents of the customer information of the customer can be confirmed when shifting to the voice call. It is not necessary to end the display area (window) related to the customer information of the customer displayed in the department.

When the display area (window) related to the customer information of the customer displayed on the display unit of the operator text communication apparatus 142 (operator communication apparatus 140) is ended in the processing step (F006) of FIG. 2A, the operator text communication apparatus 142 (operator communication device 140) may receive the customer information from the CRM database unit in the process step (F015, F018, F019) of FIG. 2B, and may display it on the display unit of the device. Here, the customer information displayed by the operator text communication device 142 (operator communication device 140) may be the same as or different from the customer information displayed by the operator text communication device 142 (operator communication device 140).
Further, the operator text communication device 142 (operator communication device 140) receives the identification information of the customer from the CRM database unit in the processing step (F015, F018, F019) of FIG. 2B and displays it on the display unit of the device. Or you may output to an audio output part. Here, the customer information displayed / output by the operator text communication device 142 (the operator communication device 140) may be the same as or different from the customer information displayed by the operator text communication device 142 (the operator communication device 140).

Further, in the first embodiment, although the configuration in which the application processing unit 21 has the communication processing unit 25 in the contact center server 120 is described, the communication processing unit 25 is configured by a relay device different from the contact center server 120. May be
Here, the contact center server 120 and the relay device (having the communication processing unit 25) are an example of a communication processing system.

  As described above, in the first embodiment, the customer receives the telephone number for transitioning from text chat to voice call and the information for specifying the operator from the contact center server 120 as text information. Then, by transmitting the contact center server 120 using the text information received by the customer, it is possible to continue the voice call with the operator who was performing the text chat. Therefore, the convenience for the customer is good. The communication processing method by the contact center server 120 according to the first embodiment is particularly effective when the customer uses different devices for text chat and voice call.

Second Embodiment
[Constitution]
FIG. 3 is a detailed block diagram of the contact center server of the second embodiment.
The contact center server 220 is a server device that executes the processing of the contact center service provided to the customer. The contact center server 220 is configured as a computer having a central processing unit (CPU), a memory, a storage unit such as a hard disk, and a network interface. In this computer, various functions are realized by the CPU executing a program read into the memory.
Here, the contact center server 220 is an example of a communication processing apparatus, the customer is an example of a user, and the storage means is an example of a storage unit.

The contact center server 220 has an application processing unit 51 and an OS (Operating System) processing unit 22.
The contact center server 220 is communicably connected to one or more customer communication devices 130 and one or more customer voice communication devices 131 and customer text communication devices 132 via the public network 151. Here, the customer text communication device 132 is provided with a speaker that outputs voice to the outside. The contact center server 220 is communicably connected to one or more operator communication devices 140, one or more operator voice communication devices 141 and operator text communication devices 142 via the local communication network 152.
Here, the public network 151 and the local communication network 152 are examples of networks. Specific examples of the public network 151 are an IP (Internet Protocol) network, a PSTN (Public Switched Telephone Network), a mobile telephone network, and the like.
Here, another name of the indoor communication network 152 is a LAN (Local Area Network). When the operator and the contact center server 220 do not exist in the same facility (for example, when the operator works at home), the contact center server 220 is an example of a network WAN (Wide (Wide) instead of the local communication network 152. It may be communicably connected to one or more operator communication devices 140 (including an operator voice communication device 141 and an operator text communication device 142) via an area network.

(Application processing unit 51)
The application processing unit 51 processes one or more applications for realizing a predetermined service provided by the contact center server 220.
The application processing unit 51 includes an IVR (Interactive Voice Response: Automatic Voice Response) processing unit 53, a call control processing unit 54, a communication processing unit 55, an operator management processing unit 56, a chat management unit 57, and a control database 61. And. Here, an outline of each function provided in the application processing unit 51 will be described, and details will be described in an operation described later.
Here, the IVR processing unit 53 is an example of a second processing unit, the call control processing unit 54 is an example of a third processing unit, and the communication processing unit 55 is an example of a first processing unit. Furthermore, the chat management unit 57 is an example of a fourth processing unit.

(IVR processing unit 53)
The IVR processing unit 53 has the same function as the IVR processing unit 23 of the first embodiment. In addition, the IVR processing unit 53 also has a function of converting voice received from the customer voice communication device 131 into characters using voice recognition technology.

(Call control processing unit 54)
The call control processing unit 54 has the same function as the call control processing unit 24 of the first embodiment. In addition, the call control processing unit 54 also has a function of determining whether or not another operator can substitute a call according to a specific operator.

(Communication processing unit 55)
The communication processing unit 55 has the same function as the communication processing unit 25 of the first embodiment.

(Operator management processing unit 56)
The operator management processing unit 56 has the same function as the operator management processing unit 26 of the first embodiment.

(Chat management unit 57)
The chat management unit 57 has a function of managing text chat performed between the customer and the operator. For example, the chat management unit 57 has a function of generating and deleting a unique ID uniquely identifying a combination of a customer and an operator in text chat and an authentication key for certifying. The chat management unit 57 also has a function of extracting keywords from text chat performed between the customer and the operator.
In addition, the chat management unit 57 has a function of generating as an audio file an authentication key uniquely certifying a combination of a customer who performs text chat and an operator, a function of generating an address for storing the audio file, and the audio file. It has a function of streaming to the customer text communication device 132 (including the customer communication device 130).
The chat management unit 57 also has a function of converting the extracted keyword into voice and notifying the operator communication device 140 (including the operator voice communication device 141).

(Control database 61)
The control database 61 stores various information related to communication control. The control database 61 here stores a voice address information table 62, a text information table 63, and an operator information table 64.
Further, the control database 61 stores an audio file generated by the chat management unit 57 (an audio file relating to an authentication key for uniquely proving a combination of a customer who performs text chat and an operator).
Here, although the configuration in which the application processing unit 51 of the contact center server 220 includes the control database 61 is shown, the place where the control database 61 is stored is not particularly limited. For example, each function of the application processing unit 51 may be configured to divide the control database 61, or may be configured to be provided to an apparatus different from the contact center server 220.

(Modification of application processing unit 51)
The application processing unit 51 may further include a CRM database unit (not shown).
The CRM database unit manages, for example, information related to the customer, information related to the exchange between the customer and the operator, and the like.
Further, the CRM database unit is configured to display the display unit of the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142), the customer information of the customer communication device 130 connected with the operator communication device 140, Information displayed between the operator of the operator communication device 140 and the customer of the customer communication device 130 is displayed.
The CRM database unit is connected between the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142) and the customer communication device 130 as timing for displaying information on the display unit of the operator communication device 140. (Or before connection, before connection and when connected, when connected and after connection, after connection, before connection and after connection), operator communication device 140 (operator voice communication device 141, operator text communication Such as when the display of information is requested from the device 142).
Here, CRM is an abbreviation of Customer Relationship Management.

The configuration of the voice address information table 62 stored in the control database 61 will be described with reference to FIG. FIG. 4 is a configuration example of the voice address information table 62. As shown in FIG.
The voice address information table 62 includes a unique ID (Identification), customer information, an operator ID, an authentication key, and a voice URL (Uniform Resource Locator).

The unique ID is information that uniquely identifies a combination of a customer and an operator in a chat, and a number is exemplified here.
The customer information is XML information for identifying the customer, and corresponds to, for example, a customer name, an IP address of the customer text communication device 132 (or the customer communication device 130), or the like.
The operator ID is information that uniquely identifies the corresponding operator in a chat with the customer, and here, “ααα” and “βββ” are illustrated.
The authentication key is a key uniquely certifying the combination of the customer and the operator ID, and here, a multi-digit number is exemplified.
The voice URL is obtained by converting the authentication key into a URL. When the URL is moved to this URL, the authentication key is subjected to voice conversion and reproduced. The voice conversion may be conversion to a push button signal (PB signal) (DTMF (Dual Tone Multiple Frequency) signal) corresponding to a dial key of a telephone.
Here, the authentication key is an example of first identification information.

The configuration of the text information table 63 stored in the control database 61 will be described with reference to FIG. FIG. 5 is a configuration example of the text information table 63. As shown in FIG.
The unique ID is the same as the unique ID of the voice address information table 62 (see FIG. 4), and is information for uniquely identifying the combination of the customer and the operator in the chat.
The text is XML information recording a chat between a customer and an operator.
The keyword is data obtained by extracting a specific word group from a chat between a customer and an operator.

The configuration of the operator information table 64 stored in the control database 61 will be described with reference to FIG. FIG. 6 is a configuration example of the operator information table 64.
The operator ID is the same as the operator ID in the voice address information table 62 (see FIG. 4), and is information uniquely identifying an operator corresponding to a customer by chat.
The state information is the state of the operator, and there is a call, a call or the like.
The number of chats is the number of customers that the operator is chatting with.

[Operation]
The operation flow (telephone connection process) of the second embodiment will be described with reference to FIGS. 7 and 8A to 8C (refer to FIG. 3 as appropriate). Here, the case where the customer owns the customer voice communication apparatus 131 and the customer text communication apparatus 132 and the operator owns the operator voice communication apparatus 141 and the operator text communication apparatus 142 will be described as an example. That is, it is assumed that the customer or the operator makes a voice call and a text chat on another device (for example, a voice call is made on a telephone and a text chat is made on a PC). Also, it is assumed that the operator voice communication device 141 and the operator text communication device 142 exist in a sufficient number to provide the contact center task.
Here, FIGS. 7 and 8A to 8C describe the IVR processing unit 53, the call control processing unit 54, the chat management unit 57, and the control database 61 in the configuration related to the contact center server 220.

Here, FIG. 7 and FIG. 8A-FIG. 8C omit and describe about the process of the communication processing part 55 in the structure in connection with the contact center server 220. FIG.
The communication processing unit 55 exchanges media (information) such as voice and text between the contact center server 220 and the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142). It functions as a relay processing unit when exchanging control signals related to communication control such as connection between the contact center server 220 and the operator communication apparatus.
The communication processing unit 55 exchanges media (information) such as voice and text between the contact center server 220 and the customer communication device 130 (including the customer voice communication device 131 and the customer text communication device 132). It functions as a relay processing unit when exchanging control signals related to communication control such as connection between the server 220 and the customer communication device.
The communication processing unit 55 communicates between the operator communication device 140 (including the operator voice communication device 141 and the operator text communication device 142) and the customer communication device 130 (including the customer voice communication device 131 and the customer text communication device 132). Relay processing when exchanging control signals related to communication control such as connection between an operator communication device such as connection and a customer communication device for exchanging media (information) such as voice and text via contact center server 220 Act as a department.

First, the customer X and the operator α start chat using the customer text communication device 132 of the customer X and the operator text communication device 142 of the operator α (F201). The chat management unit 57 of the contact center server 220 generates a chat unique ID and an authentication key (F202). This generation is performed on the voice address information table 62 of the control database 61. It is desirable that the chat unique ID be generated immediately after the chat starts. On the other hand, the authentication key may be generated after the chat starts, and may be generated, for example, when a customer requests a voice call. The operator management processing unit 56 (see FIG. 3) updates the operator information table 64 (see FIG. 6) of the control database 61. Also, the chat management unit 57 stores the content of the chat in the text information table 63 (see FIG. 5) of the control database 61.
Here, the process of F201 and the process of F202 are executed, for example, with the instruction signal from the call control processing unit 54 as a trigger.

Next, the operator operates the operator text communication device 142 to chat and transmit the address (voice URL) in which the authentication key is stored to the customer text communication device 132 (F203). The timing for transmitting this address may be any time, and may be transmitted, for example, when a customer requests a voice call. The transmission of the address is performed via the communication processing unit 55. Furthermore, when sending the address, the telephone number of the contact center server 120 for transitioning from text chat to voice call is also sent.
Thereby, on the chat screen of the customer text communication device 132 of the customer X, the address (voice URL) in which the authentication key is stored is displayed. Furthermore, a telephone number is also displayed on the chat screen.
Here, the address (voice URL) may be transmitted to the customer text communication device 132 after the operator text communication device 142 is read from the control database 61, for example. In addition, the address (voice URL) may be read from the chat management unit 57 based on an instruction from the operator text communication device 142 to the control database 61 and then transmitted to the customer text communication device 132.

Next, the customer X uses the customer voice communication device 131 to make a call to the telephone number of the contact center server 220 for transitioning from the text chat received earlier to a voice call. The call control processing unit 54 receives an outgoing call from the customer voice communication apparatus 131 as an incoming call related to a voice call. When the call control processing unit 54 receives an outgoing call from the customer voice communication apparatus 131, the call control processing unit 54 uses the IVR processing unit 53 when the customer voice communication apparatus 131 receives an incoming call and when the customer voice communication apparatus 131 makes a call. The destination telephone number is notified (F204).
Upon receiving the notification from the call control processing unit 54, the IVR processing unit 53 of the contact center server 220 reproduces a voice message prompting the user to input the authentication key, and sends this voice message to the customer voice communication device 131 of the customer X (F205). ). On the other hand, the customer X selects the address (voice URL) of the authentication key on the chat screen displayed on the customer text communication device 132, and streams the voice corresponding to the address in the customer text communication device 132. The reproduced voice is transmitted to the contact center server 220 using the customer voice communication device 131 (F206).

Specifically, when the address of the authentication key is selected by the customer X, the customer text communication device 132 transmits the address (voice URL) of the selected authentication key to the chat management unit 57 of the contact center server 220 ( F206a). The chat management unit 57 accesses the control database 61 and extracts the voice file of the authentication key stored in the received address. The chat management unit 57 reproduces the stream via the communication processing unit 55 using the extracted audio file (F206b), and the audio reproduced in the stream is output from the speaker of the customer text communication device 132. The customer X picks up (captures) the authentication key as voice output from the speaker of the customer text communication device 132 with the microphone of the customer voice communication device 131, and the customer voice communication device 131 sends the voice of the authentication key to the contact center server 220. Send (F206c). The customer X may transmit to the contact center server 220 using the PB signal (DTMF signal) by the customer voice communication apparatus 131 about the voice (authentication key) on which the stream reproduction is performed.
Here, the authentication key stored in the received address is an example of the first identification information, and F206b is an example of the first step.

Next, the IVR processing unit 53 of the contact center server 220 receives the voice of the authentication key, and checks whether there is an authentication key that matches the received voice (F207). This confirmation is performed using the voice address information table 62 (see FIG. 4), for example, by converting voice received from the customer voice communication device 131 into characters (here, numbers) using voice recognition technology. If there is no authentication key that matches the voice, the IVR processing unit 53 sends a voice message prompting the customer voice communication device 131 to input the authentication key again (F221).
Here, F207 is an example of the second step.

  On the other hand, if there is an authentication key matching the voice in “F207”, the IVR processing unit 53 of the contact center server 220 notifies the call control processing unit 54 that the authentication key is present, and the call control processing unit 54 When receiving the notification from the IVR processing unit 53, the CPU checks whether the operator α is in a call (F208). This confirmation is performed by referring to the operator information table 64 (see FIG. 6) via the operator management processing unit 56.

When the operator α is not in a call, the call control processing unit 54 of the contact center server 220 connects between the customer voice communication device 131 of the customer X and the operator voice communication device 141 of the operator α, and establishes a voice call. The customer X and the operator α start talking (F211).
Further, in the process of F211, the call control processing unit 54 accesses the operator information table 64 (see FIG. 6) via the operator management processing unit 56, and changes the state related to the operator α during the call from the waiting state Do.
Then, after the call between the customer X and the operator α ends normally, the call control processing unit 54 of the contact center server 220 notifies the chat management unit 57 that the call has ended normally, and the chat management unit 57 In response to the notification from the call control processing unit 54, the corresponding authentication key and the address (voice URL) of the authentication key stored in the voice address information table 62 of the control database 61 are deleted (F212).
Further, in the process of F212, the call control processing unit 54 accesses the operator information table 64 (see FIG. 6) via the operator management processing unit 56, and changes the state relating to the operator α from during a call to during a wait Do.
Here, F211 is an example of the third step.

  When the operator is talking (F208), the call control processing unit 54 of the contact center server 220 determines whether another operator can substitute (F222). This determination is made using the operator information table 64 (see FIG. 6), and is selected in ascending order of the number of chats currently in progress. When another operator can not substitute for the call, the call control processing unit 54 transmits a message prompting the operator to start a call to the operator text communication apparatus 142 of the operator α via the communication processing unit 55 (F231). Further, call control processing unit 54 further notifies IVR processing unit 53 of information indicating that processing relating to transmission of a message prompting call start has been performed, and IVR processing unit 53 receives information from call control processing unit 54. In response to the notification, a voice message indicating that a call is being received is sent to the customer voice communication device 131 of the customer X (F232).

On the other hand, when another operator can substitute, the call control processing unit 54 of the contact center server 220 notifies the chat management unit 57 of information indicating that the other operator can be substituted, and the chat management unit 57 performs call control processing. In response to the notification from the unit 54, the control database 61 is accessed and the keyword is extracted from the chat performed between the customer X and the operator α (F209). The extracted keyword is stored in the text information table 63 (see FIG. 5). This keyword extraction may be performed using a dictionary or the like. Then, the chat management unit 57 uses the keyword stored in the text information table 63 (see FIG. 5), and the operator voice communication device of another operator (here, “operator β” is selected). At 141, the speech keyword is voiced (F210).
Here, even if the chat management unit 57 displays the chat performed between the customer X and the operator α and the keyword extracted from the chat on the display unit of the operator text communication device 142 of the operator β. Good.

Next, the chat management unit 57 of the contact center server 220 notifies information indicating the reproduction completion for the call keyword, and the call control processing unit 54 receives the notification from the chat management unit 57, and the customer voice communication of the customer X A voice call is established between the device 131 and the operator voice communication device 141 of the operator β, and the customer X and the operator β start a call (F211).
Further, in the process of F211, the call control processing unit 54 accesses the operator information table 64 (see FIG. 6) via the operator management processing unit 56, and changes the state relating to the operator β during the call from the waiting state Do.
After the call between the customer X and the operator β ends normally, the call control processing unit 54 of the contact center server 220 notifies the chat management unit 57 that the call has ended normally, and the chat management unit 57 In response to the notification from the call control processing unit 54, the corresponding authentication key and the address of the authentication key stored in the voice address information table 62 of the control database 61 are deleted (F212).
Further, in the process of F212, the call control processing unit 54 accesses the operator information table 64 (see FIG. 6) via the operator management processing unit 56, and changes the state relating to the operator β from during a call to during a wait Do.

  In the description of the operation here, the case where the customer holds the customer voice communication device 131 and the customer text communication device 132 and the operator holds the operator voice communication device 141 and the operator text communication device 142 is described as an example. did. That is, it is assumed that the customer or the operator makes a voice call and a text chat on another device (for example, a voice call is made on a telephone and a text chat is made on a PC). However, it is of course also possible for the customer to use the customer communication device 130 (see FIG. 3) and for the operator to use the operator communication device 140 (see FIG. 3). In that case, for example, the voice of the authentication key acquired by selecting the voice URL of the chat screen is connected to the channel on the transmission side in the customer communication device 130, and the voice of the authentication key is transmitted to the contact center server 220. In addition, by selecting the voice URL of the chat screen, the voice of the authentication key output from the customer communication device 130 is picked up by the microphone of the customer communication device 130 (that is, the same device), and Audio may be sent to the contact center server 220.

<< Modification of Second Embodiment >>
Here, one-step authentication has been performed by voice input of an authentication key that uniquely proves the combination of the customer and the operator who perform text chat. However, the number of authentications and the information used for authentication are not limited to this. For example, the authentication may be performed in two stages by selecting the voice URL or after inputting the identification key (e.g., name) after inputting the authentication key.

  As described above, in the second embodiment, when switching from text chat to voice communication, the customer selects the address of the authentication key on the chat screen displayed on the customer text communication device 132 and reproduces the voice. Meanwhile, the customer uses the customer voice communication device 131 to make a call to the contact center server 220, and establishes a voice call with the contact center server 220. Then, the customer can continue the voice call with the operator who was performing the text chat by transmitting the voice of the reproduced authentication key through the established voice call. Therefore, the convenience for the customer is good.

Also, in the second embodiment, when switching from text chat to voice call, if the operator who was performing text chat with the customer is performing voice call with another customer, is it possible to substitute by another operator? Calculate whether or not. And, if the substitution is possible, the customer's waiting time can be shortened because the call is connected to another operator.
Furthermore, when a call is connected to another operator, the other operator connected to the keyword extracted from the text chat is connected, so that the operator can start talking with the customer while grasping the outline of the text chat in advance. it can.

Also, in the second embodiment, the voice file of the authentication key is expressed by an address, and the customer selects the address displayed on the customer text communication device 132 to stream reproduce the voice of the authentication key. Then, after the call between the customer and the operator ends normally, the contact center server 220 deletes the authentication key and the address of the authentication key to authenticate the customer (the customer text communication device 132 and the customer voice communication device 131). Even if the sound file of the key remains, it is possible to prevent the reuse of this information.
In the second embodiment, the contact processing unit 55 includes the communication processing unit 55 in the contact center server 220. However, the communication processing unit 55 is configured of a relay device different from the contact center server 220. May be
Here, the contact center server 220 and the relay device (having the communication processing unit 55) are an example of a communication processing system.

21, 51 application processing unit 23, 53 IVR processing unit 24, 54 call control processing unit 25, 55 communication processing unit 26, 56 operator management processing unit 57 chat management unit 61 control database 62 voice address information table 63 text information table 64 operator Information table 120 contact center server 130 customer communication device 131 customer voice communication device 132 customer text communication device 140 operator communication device 141 operator voice communication device 142 operator text communication device

Claims (13)

A communication processing device,
A first processing unit that sends first identification information to a first communication device using a first medium different from an audio medium;
A second processing unit that receives the first identification information from the second communication device, to which the first identification information is input, using an audio medium;
And a third processing unit configured to make a connection between the third communication device identified from the first identification information and the second communication device so as to communicate using a voice medium. Communication processing device. The first processing unit sends identification information in a communication processing apparatus for connecting to the communication processing apparatus by communication using voice in addition to the first identification information using the first medium,
The second processing unit receives the first identification information when there is a voice call addressed to identification information in the communication processing device from a second communication device.
The communication processing device according to claim 1, characterized in that: The third processing unit does not make a connection with a device other than the second communication device for a predetermined time, when the first identification information is sent by the first processing unit.
The communication processing device according to claim 1 or 2, characterized in that: Even when the third processing unit is disconnected from the second communication device while establishing the connection between the third communication device and the second communication device, the second communication device Do not connect with other devices for a predetermined time,
The communication processing device according to claim 3, characterized in that: The first processing unit sends the first identification information as an audio file using the first medium.
The second processing unit receives, as the first identification information, an audio generated by reproducing the audio file by the first communication device.
The communication processing device according to claim 1, characterized in that: The first processing unit sends an address storing the first identification information using the first medium, and plays a stream of the first identification information when the address is accessed.
The communication processing device according to claim 5, characterized in that: The third processing unit may perform connection between a device other than the third communication device and the second communication device instead of the connection between the third communication device and the second communication device. Is possible,
The second processing unit is configured to communicate contents between the first communication device using the first medium and the first communication device before the second communication device is connected with a device other than the third communication device. Sending a keyword to a device other than the third communication device using the voice media;
The communication processing device according to claim 5 or 6, characterized in that: The system further includes a fourth processing unit that generates the first identification information when communication using the first medium starts, and deletes the first identification information when communication using the audio medium ends. ,
The communication processing device according to any one of claims 5 to 7, characterized in that: The first media is text chat.
The communication processing device according to any one of claims 1 to 8, characterized in that: Computer,
A first processing unit for sending first identification information to a first communication device using a first medium different from an audio medium;
A second processing unit that receives the first identification information from the second communication device, to which the first identification information is input, using an audio medium;
A program for functioning as a third processing unit, which performs connection between a third communication device identified from the first identification information and the second communication device so as to be communicated using an audio medium. A communication processing method of a communication processing device, comprising
The communication processing device is
Sending first identification information to the first communication device using a first medium different from the audio medium;
A second step of receiving the first identification information from the second communication device to which the first identification information has been input using a voice medium;
A third step of establishing a connection between a third communication device identified from said first identification information and said second communication device to be communicated using voice media Processing method. A communication processing system having a communication processing device and a relay device, comprising:
The relay device is
The first communication device includes a first processing unit that sends the first identification information using a first medium different from the audio medium,
The communication processing device is
A second processing unit that receives the first identification information from the second communication device, to which the first identification information is input, using an audio medium;
And a third processing unit configured to make a connection between the third communication device identified from the first identification information and the second communication device so as to communicate using voice media. Communication processing system. A communication processing method in a communication processing system having a communication processing device and a relay device, comprising:
The relay device is
And sending the first identification information to the first communication device using the first medium different from the voice medium.
The communication processing device is
A second step of receiving the first identification information from the second communication device to which the first identification information has been input using a voice medium;
A third step of establishing a connection between a third communication device identified from said first identification information and said second communication device so as to communicate using a voice medium Processing method.

Images