JP3725023B2 - VOICE RECORDING METHOD, VOICE PROCESSING DEVICE, AND VOICE RESPONSE SYSTEM - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a voice processing apparatus connected to a digital communication network and responding with voice information to data input from a caller, and more particularly to a voice recording method for recording the contents of a call.
[0002]
[Prior art]
In the voice response service using the analog communication network, the voice response device automatically receives an incoming call from the caller via the analog communication network, and thereafter, the voice processing device receives the PB signal input by the caller. Voice response is automatically made. Therefore, the call recording device continuously records the content of the call with the caller (the PB signal from the caller terminal and the output sound from the sound processing device). The voice response service that responds to calls from a large number of callers that occur frequently has many complaints from the callers, and deals with these complaints as evidence using information recorded by the call recording device. When the caller disconnects the call, the BT is output from the network to the voice processing device. Therefore, when the BT is detected, the voice processing device outputs the caller disconnecting voice and disconnects. If a voice processing device fails and the incoming call is disconnected, the call is disconnected at that time, so the call with the caller is interrupted. Therefore, it is possible to distinguish whether the call is disconnected due to a failure of the voice processing device. For this reason, complaints from the caller can be handled.
[0003]
However, in the voice response service using the digital communication network, when the caller hangs up, the BT is not output from the network to the voice processing device, and the call is immediately cut off and the call with the caller is made. Is interrupted. Further, even when a failure occurs in the voice processing apparatus and the incoming call is disconnected, the call is immediately disconnected and the call with the caller is interrupted. In this case, when the call content is reproduced and the call is interrupted, it becomes impossible to distinguish between the call disconnection by the caller and the call disconnection due to the failure of the voice processing device.
[0004]
[Problems to be solved by the invention]
According to the above prior art, when an analog communication network is used, it is possible to distinguish between call disconnection by a caller and call disconnection due to a failure of a voice processing device as described above. However, when the digital communication network is used, it is impossible to distinguish between a call disconnection by the caller and a call disconnection due to a failure of the voice processing apparatus, and thus it becomes impossible to deal with complaints from the caller.
[0005]
Accordingly, an object of the present invention is to distinguish between call disconnection by a caller and call disconnection due to a failure of a voice processing device even when a digital communication network is used.
[0006]
[Means for Solving the Problems]
The present invention relates to a voice recording method of a voice processing apparatus connected to a digital communication network, which receives data input from a caller, records the data input information, and responds to the data input with voice information. The voice recording method is characterized in that the voice information that has been answered is recorded, and when it is detected that the caller has disconnected the call during the call, the voice information for disconnecting the caller is recorded. Further, the present invention is characterized by an audio processing device that performs such processing. Further, the present invention is characterized by a voice response system having such a voice processing device and a call recording device.
[0007]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.
[0008]
FIG. 1 is a configuration diagram of an entire system including a voice response system to which a voice processing device 3 of the present invention is applied. An embodiment connected to ISDN as a digital communication network will be described below. In the voice processing system, the voice processing device 3 interprets the received PB (Push Button) signal 2 for the data input by the caller 1 which is a button-type telephone by the PB signal 2, and outputs the voice as a response to the interpretation. Assemble information and output voice 4 to caller 1. The voice processing device 3 is connected to the ISDN 5. The call recording device 6 is located between the ISDN 5 and the voice response device 3, connects the ISDN 5 line and the voice processing device 3 line by the ISDN board 7, detects the digital encoded signal, and records the call. Since the call recording device 6 decodes the digitally encoded signal for each B channel of ISDN and stores it in the hard disk after compression of the signal, the speech can be reproduced later. The call recording device 6 and the voice processing device 3 are equipped with an ISDN board 7. The ISDN board 7 can accommodate one ISDN line (23B + D), performs call control with the ISDN 5, and outputs voice 4 to the ISDN 5. The ISDN board 7 of the voice processing device 3 holds the voice data file and outputs the designated voice data to the line in accordance with the voice playback instruction from the speech path control task 8. The speech path control task 8 of the voice processing device 3 controls the ISDN board 7 according to the call control information received from the ISDN 5 by the ISDN board 7 of the voice processing device 3 or notifies the main business task 9 of the end of processing. The data obtained by digitizing the PB signal received by the ISDN board is passed. The main task 9 of the speech processing device 3 analyzes the digitized PB signal and notification information received from the speech path control task 8, assembles the voice data to be output, and instructs the speech path control task 8 to reproduce the voice. Send.
[0009]
The voice processing device 3 and the call recording device 6 constitute a voice response system. The call recording device 6 may be provided with a call recording device for recording a call without the voice processing device 3 being interposed between the voice processing device 3 and the ISDN 5. In that case, the call recording unit is connected to the ISDN board 7 of the voice processing device 3.
[0010]
With reference to FIG. 2, for example, the voice processing apparatus 3 responds to a dial call from the caller 1 and a call control sequence for recording the call is described from the call arrival to the call disconnection. In response to a dial incoming call from the caller 1, the ISDN 5 transmits SETUP 10 to the ISDN board 7 of the voice processing device 3, and the IDNS board 7 sends a response message reception 11 signal to the speech path control task 8. The call path control task 8 transmits a call setting acceptance message notification event request 12, a call message transmission 13 and a response message transmission 14 to the ISDN board 7, and transmits CALL_PROCEEDING 15, ALERT 16 and CONNECT 17 to the ISDN 5. The call recording device 6 starts recording when the ISDN board 7 transmits CONNECT 17 and records the subsequent call contents. When ISDN 5 receives CONNECT 17, ISDN 5 transmits CONNECT_ACK 18 to ISDN board 7 to enable a call. When the ISDN board 7 receives the CONNECT_ACK 18, the ISDN board 7 transmits a response confirmation 19 to the speech path control task 8, and the speech path control task 8 sends an incoming call processing end notification 20 to the main business task 9. The main business task 9 creates voice data to be output, issues a voice output instruction 21 to the speech path control task 8, the speech path control task 8 sends a voice playback 22 instruction to the ISDN board 7, and the ISDN board 7 Audio output 23 is performed to ISDN5. When the voice output ends, the ISDN board 7 sends a voice playback end 24 signal to the speech path control task 8. When the caller 1 inputs the PB signal 25, the ISDN board 7 transmits the PB signal reception 26 to the speech path control task 8, and stores the PB signal 25 in the PB reception buffer. When the caller 1 inputs a PB input end signal 27 (for example, #), the ISDN board 7 sends a PB input end signal reception 28 to the speech path control task 8, and sends a PB input end 29 to the main business task 9. Business task 9 analyzes the PB and creates voice data to be output. Thereafter, the sequence from the voice output instruction 21 to the PB input end notification 29 is repeated, and the caller 1 and the voice processing device 3 make a call.
[0011]
FIG. 3 shows a call control sequence in the case where the voice processing device 3 makes a voice response to a dial transmission from the caller 1 and the voice processing device 3 normally disconnects the call. When the voice processing device 3 disconnects the call, the main task 9 creates a service end voice and sends a service end voice output instruction and a disconnect instruction 30 to the call path control task 8. The speech path control task 8 sends an audio reproduction 31 to the ISDN board 7, and the ISDN board 7 performs a service end audio output 32 to the ISDN 5. When the voice output ends, the ISDN board 7 sends a voice playback end 33 signal to the speech path control task 8. The speech path control task 8 sends a release request 34 to the ISDN board 7, and the ISDN board 7 sends DISCONNECT 35 to the ISDN 5. ISDN 5 sends RELEASE 36 to ISDN board 7, and ISDN board 7 sends release completion 37 to speech path control task 8. At this time, the call recording device 6 ends the recording 38. The ISDN board 7 transmits RELEASE_COMPLETE 39 to ISDN 5 and the call is disconnected. The communication path control task 8 sends a disconnection completion notice 40 to the main business task 9, and the line enters a call waiting state.
[0012]
FIG. 4 shows a call control sequence in the case where the caller 1 disconnects the call while the voice processing device 3 is responding to the dialing from the caller 1, for example. When the caller 1 disconnects the call, the ISDN 5 transmits a DISCONNECT 41 to the ISDN board 7. The ISDN board 7 sends a release message reception 42 to the call path control task 8, and the call path control task 8 sends a call end detection 43 to the main task 9. At this time, when the caller 1 disconnects while the voice processing device 3 is outputting voice, the call path control task 8 transmits a voice reproduction stop 44, and the ISDN board 7 stops voice output and the call path. An audio playback stop end 45 is sent to the control task 8. The main task 9 creates caller disconnecting voice data and sends a caller disconnecting voice output instruction 46 to the call path control task 8. The speech path control task 8 sends an audio reproduction 47 to the ISDN board 7, and the ISDN board 7 performs a caller disconnecting audio output 48 to the ISDN 5. At this time, since the call recording device 6 is recording 49, the caller disconnecting voice is recorded. When the voice output is finished, the ISDN board 7 sends a voice playback end 50 to the speech path control task 8. The speech path control task 8 sends a release response 51 to the ISDN board 7, and the ISDN board 7 sends RELEASE 52 to the ISDN 5. At this time, the call recording device 6 ends the recording 53. ISDN 5 transmits RELEASE_COMPLETE 54 to ISDN board 7 and the call is disconnected. The ISDN board 7 transmits a release completion 55 to the speech path control task 8, and the speech path control task 8 transmits a disconnection completion notice 56 to the main business task 9, and the line enters a call waiting state.
[0013]
With reference to FIG. 5, for example, a call sequence when the voice processing device 3 responds to a dial call from the caller 1 and the voice processing device 3 normally disconnects the call will be described. When the caller 1 makes a call 57, the call recording device 6 starts recording. When the voice processing device 3 receives the incoming call 57 from the caller 1, the voice processing device 3 outputs the voice {circle around (1)} 58. Caller 1 transmits PB signal {circle around (1)} 59 after hearing voice {circle around (1)} 58. Upon receiving the PB signal {circle around (1)} 59, the voice processing device 3 analyzes the PB signal {circle around (1)} 59 and transmits the voice {circle around (2)} 60. Caller 1 transmits PB signal (2) 61 after listening to voice (2) 60. When the voice processing device 3 receives the PB signal (2) 61, it analyzes the PB signal (2) 61 and transmits an end voice 62. The voice processing device 3 performs call disconnection 63 after the end voice 62 is output. The call disconnection 63 corresponds to the release request 34 and the DISCONNECT 35 in FIG. At this time, the call recording device 6 ends the recording 64. In this case, since the end voice 62 is recorded in the call recording device 6, it can be seen that the call between the caller 1 and the voice processing device 3 is normally ended during the sound reproduction.
[0014]
With reference to FIG. 6, for example, a call sequence when the voice processing device 3 fails and a call disconnection occurs while the voice processing device 3 is responding to a dial transmission from the caller 1 will be described. When the call from the caller 1 is received 65, the call recording device 6 starts recording. When the voice processing device 3 receives the incoming call 65 from the caller 1, the voice processing device 3 outputs the voice (1) 66. Caller 1 transmits PB signal (1) 67 after hearing voice (1) 66. When the voice processing device 3 receives the PB signal (1) 67, it analyzes the PB signal (1) 67 and transmits the voice (2) 68. When the voice processing apparatus 3 causes the failure 69 after the voice {circle around (2)} 68 is outputted, the call is disconnected 70. When a failure detection task (not shown) detects a failure in the voice processing device 3, it notifies all the main business tasks 9, issues a release request 34 to the ISDN board 7 via the speech path control task 8, and disconnects the call. A monitoring device (not shown) constantly monitors the life and death of the voice processing device 3 and when the voice processing device 3 is stopped due to a failure, the ISDN line is blocked via the ISDN board 7. At this time, the call recording device 6 ends the recording 71. In this case, only the voice (1) 66, the PB signal (1) 67, and the voice (2) 68 are recorded in the call recording device 6.
[0015]
FIG. 7 shows a voice processing service using the conventional voice processing apparatus 3 that does not output a caller disconnecting voice even if the caller 1 disconnects during a call, for example, dialing from the caller 1 A call sequence when the voice processing device 3 responds to the voice and the caller 1 disconnects the call on the way will be described. When the caller 1 receives a call 72, the call recording device 6 starts recording. When the voice processing device 3 receives the incoming call 72 from the caller 1, the voice processing device 3 transmits a voice {circle over (1)} 73. Caller 1 transmits PB signal {circle around (1)} 74 after listening to voice {circle around (1)} 73. When the voice processing device 3 receives the PB signal (1) 74, it analyzes the PB signal (1) 74 and transmits the voice (2) 75. When the caller 1 disconnects the call 76 after listening to the voice {circle around (2)} 75, the voice processing device 3 performs a disconnection process, and the call recording device 6 ends the recording 77. In this call disconnection 76, unlike the call disconnection sequence shown in FIG. 4, the speech path control task 8 receives the release message reception 42 from the ISDN board 7, the main task 9 detects the end of speech 43, and immediately the speech path control task. The release response is sent to the ISDN board 7 via 8 and the call is disconnected. In this case, only the voice (1) 73, the PB signal (1) 74, and the voice (2) 75 are recorded in the call recording device 6. This is the same as the recorded content described with reference to FIG.
[0016]
When the caller 1 disconnects in the middle of a call according to FIG. 8, for example, dialing from the caller 1 with the voice processing service using the voice processing device 3 that outputs the caller disconnecting voice of the present invention. A call sequence when the voice processing device 3 responds to the voice and the caller 1 disconnects the call on the way will be described. When the call of the caller 1 is received 78, the call recording device 6 starts recording. When the voice processing device 3 receives the incoming call 78 from the caller 1, the voice processing device 3 transmits the voice (1) 79. Caller 1 transmits PB signal {circle around (1)} 80 after listening to voice {circle around (1)} 79. Upon receiving the PB signal {circle around (1)} 80, the voice processing device 3 analyzes the PB signal {circle around (1)} 80 and outputs the voice {circle around (2)} 81. When the caller 1 disconnects the call 82 after listening to the voice {circle around (2)} 81, the voice processing device 3 outputs the caller disconnecting voice 83 to perform the disconnection process. The call recording device 6 ends the recording 84 after recording the caller disconnecting voice 83. The call disconnection sequence at this time is as shown in FIG. In this case, since the call recording device 6 is recording the caller disconnecting voice 83, it is understood that the call disconnection was performed by the caller at the time of voice reproduction, not the call disconnection due to the failure of the voice processing device 3. . The caller disconnecting voice 83 is voice data such as “This phone has been disconnected”.
[0017]
【The invention's effect】
As described above, according to the present invention, in a voice response service using a digital communication network, it is possible to distinguish between a call disconnection by a caller and a call disconnection due to a failure of a voice processing device by a call record.
[Brief description of the drawings]
FIG. 1 is a diagram illustrating an overall configuration including a voice response system to which a voice processing device according to an embodiment is applied.
FIG. 2 is a diagram illustrating a call control sequence from when a caller arrives until before disconnection in the voice response system according to the embodiment.
FIG. 3 is a diagram illustrating a call control sequence when the voice processing apparatus normally disconnects a call in the voice response system according to the embodiment.
FIG. 4 is a diagram illustrating a call control sequence when a caller disconnects a call during a call in the voice response system according to the embodiment.
FIG. 5 is a diagram showing a call sequence when the voice processing apparatus normally disconnects a call in the voice response system according to the embodiment.
FIG. 6 is a diagram illustrating a call sequence in a case where a failure occurs in the voice processing apparatus during a call and the call is disconnected in the voice processing system according to the embodiment.
FIG. 7 is a diagram showing a conventional call sequence when a caller disconnects during a call.
FIG. 8 is a diagram illustrating a call sequence when a caller disconnects a call during a call in the voice response system according to the embodiment.
[Explanation of symbols]
3: Voice processing device, 5: ISDN, 6: Call recording device, 7: ISDN board, 8: Call path control task, 9: Main business task, 83: Voice for caller disconnection

Claims (5)

In a voice processing apparatus that is connected to a digital communication network and responds with voice information to a data input from a caller, the voice processing apparatus detects that the caller has disconnected during a call Means for sending voice information for caller disconnection, the data and voice information exchanged between the caller and the voice processing device, and voice information for caller disconnection. And a voice recording means for recording the voice. A voice processing device connected to the digital communication network and responding to the data input from the caller by voice information; and interposed between the digital communication network and the voice processing device, the caller and the voice In a voice response system having a call recording device for recording the data and voice information exchanged with a processing device, the voice processing device is configured such that the caller disconnects a call during a call. The voice recording device for sending voice information for disconnecting the caller to the call recording device for recording the call, the call recording device includes the caller in addition to the data and the voice information. A voice response system characterized by recording voice information for cutting. A voice processing device connected to the digital communication network and responding to the data input from the caller by voice information; and interposed between the digital communication network and the voice processing device, the caller and the voice In a voice response system having a call recording device for recording the data and voice information exchanged with a processing device, the voice processing device is configured such that the caller disconnects a call during a call. A voice response system for sending caller disconnecting voice information to the call recording device for recording a call. A voice processing unit connected to the digital communication network and responding to the data input from the caller with voice information; and interposed between the digital communication network and the voice processing unit, the caller and the voice In a voice response system having a call recording unit for recording the data and voice information exchanged with a processing unit, the voice processing unit is configured such that the caller disconnects a call during a call. When the call recording means is detected, the call recording means has means for sending the caller disconnecting voice information, and the call recording means has means for recording the caller disconnecting voice information. Voice response system. In the voice recording method of a voice processing apparatus connected to a digital communication network, the voice that receives data input from a caller, records the data input information, responds to the data input with voice information, and responds A voice recording method at the time of caller disconnection characterized by recording voice information for caller disconnection when the information is recorded and it is detected that the caller disconnects in the middle of a call .

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