JP4521958B2 - Call recording method, call recording apparatus, and recording medium - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a technology that makes it possible to verify the correspondence at the time of a call by recording a telephone call as voice data and reproducing it as necessary. Specifically, when conducting various approaches to the user over the telephone, such as direct marketing, telephone sales, etc., for guidance, reminder, information provision, etc., the telephone call between the user and the operator is voiced. Call recording method, call recording device and general-purpose computer for recording as data, enabling verification of troubles, and for checking and improving the answering ability of the operator by telephone The present invention relates to a recording medium on which a computer program for realizing the above is recorded.
[0002]
[Prior art]
Conventionally, the technology to record a call for a telephone call for later troubles or to check the answering ability of the telephone, store it, and play it back as necessary is generally as follows. It seemed.
[0003]
First of all, there are recordings, manual operation and automatic recording. In the case of manual operation, when it is determined that recording is necessary, the recording switch of a recording device such as a tape recorder or MD recorder is manually turned on and turned off when the call ends. In the case of automatic, recording is unconditionally started when the line is connected, and recording is unconditionally stopped when the line is disconnected. Such a device is generally widely used for voice recording of ordinary telephones. In any case, the call recorded as described above is generally stored as it is, that is, as it is recorded on a medium such as a cassette tape or MD.
[0004]
And when playing back a recorded recording of a call, at least it is possible to identify the individual medium, but it is not clear which part of the individual medium contains the target recording. It took a considerable amount of time before the target recording could be played.
[0005]
[Problems to be solved by the invention]
In the conventional technology as described above, both recording and playback require time, and there is a problem that considerable time and time are required until the target audio data is played back. There were various problems.
[0006]
When recording manually, manual operation is required, and this includes the possibility that recording will not be performed due to an operation error. Also, if the recording stop operation is missed, the limited medium capacity is wasted. Furthermore, there is a possibility that the operator does not intentionally record for personal reasons.
[0007]
When recording automatically, all calls will be recorded automatically, so unnecessary calls such as wrong calls, calls that do not need to be recorded, such as extension calls will be recorded, The capacity of the medium is wasted, and a large number of the media itself is required, which further increases the labor for reproduction.
[0008]
Also, when playing back a recorded call as needed, it is difficult to determine who and who made the call for each call, and the contents of the call cannot be determined unless it is actually played back. There was a problem.
[0009]
The present invention has been made in view of such circumstances, and records the contents of a call automatically and only when necessary, and what the recorded contents of a call are each. It is an object of the present invention to provide a call recording method, a call recording apparatus, and a recording medium on which a computer program for realizing the call recording method and a general-purpose computer is recorded.
[0010]
[Means for Solving the Problems]
The call recording method according to the present invention is a call recording method for recording the contents of a telephone call. In Determining whether the connection partner is an internal line or an external line when connecting to the line; When it is determined that the connection partner is an external line, based on a table that associates the telephone number of the call partner with the user information of the call partner, whether or not specific user information is attached to the call partner connected to the line is detected. And steps to When it is determined that the connection partner is an outside line, a step of recording the content of the call as audio data, a step of determining whether the call time has reached a predetermined time, and the call time has not reached the predetermined time The call ends And when specific user information is not attached to the other party , The step of deleting the recorded voice data, and when the call ends after the call time reaches the predetermined time Or when specific user information is attached to the other party Includes a step of assigning the voice data a data name representing information on the other party and the content of the call.
[0011]
In such a call recording method of the present invention, when the line is connected, it is determined whether the connection partner is an extension line or an external line, and when it is determined that the connection partner is an external line, the content of the call is recorded as voice data. It is determined whether or not the call time has reached a predetermined time. If the call ends without the call time reaching the predetermined time, the recorded voice data is deleted and the call time is set to the predetermined time. When the call ends after reaching, the data name indicating the information about the call partner and the call content is given to the voice data.
[0012]
A call recording apparatus according to the present invention records a call content of a telephone call. In Extension / external line determination means for determining whether the connection partner is an extension line or an external line when the line is connected; When the extension / outside line determination means determines that the connection partner is an external line, specific user information is attached to the call partner who is connected to the line based on a table associating the telephone number of the call partner with the user information of the call partner. Detecting means for detecting whether or not When the extension / outline determination means determines that the connection partner is an external line, a recording means for recording the contents of the call as voice data, a call time determination means for determining whether the call time has reached a predetermined time, The call time judging means ends the call without reaching the predetermined time. And when the detecting means detects that specific user information is not attached to the call partner , A data deleting means for deleting recorded voice data, and the call time determining means determining that the call has ended after the call time has reached a predetermined time Or when the detecting means detects that specific user information is attached to the calling party Is provided with a data name assigning means for assigning a data name representing information related to the call partner and the content of the call to the voice data.
[0013]
In such a call recording apparatus of the present invention, the extension / outside line determination means determines whether the connection partner is an extension or an external line when the line is connected, and the extension / outline determination means determines that the connection partner is an external line. In this case, the recording means records the content of the call as voice data, the call time determining means determines whether or not the call time has reached a predetermined time, and the call time determining means does not reach the predetermined time. When it is determined that the call has ended, the recorded voice data is deleted, and when the call time determination unit determines that the call has ended after the call time has reached a predetermined time, the data name assigning unit A data name representing information related to the call partner and the call content is given to the voice data.
[0014]
A recording medium according to the present invention is a computer-readable recording medium having a computer connected to a telephone line recorded with a computer program for recording the contents of a telephone call on the telephone line. Program code means for determining whether an extension or an extension, and If it is determined that the connection partner is an external line on the computer, whether or not specific user information is attached to the call partner connected to the line based on a table that associates the telephone number of the call partner with the user information of the call partner And a program code means for detecting Program code means for recording call contents as voice data when the connection partner is an external line; On the computer, Program code means for determining whether the call time has reached a predetermined time; and On the computer, The call ends without the call time reaching the specified time. And when specific user information is not attached to the other party Program code means for deleting recorded audio data; On the computer, When the call ends after the call time reaches the specified time Or when specific user information is attached to the other party Is recorded with a computer program including program code means for giving a data name representing information on the other party and the content of the call to the voice data.
[0015]
In such a recording medium of the present invention, the above-described call recording device of the present invention is realized by causing the general-purpose computer to read the program code means recorded therein.
[0016]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, the present invention will be described in detail with reference to the drawings illustrating embodiments thereof. FIG. 1 is a schematic diagram showing a configuration example when the call recording apparatus according to the present invention is realized by a general-purpose computer (personal computer).
[0017]
In FIG. 1, 11 is a CPU, and via a bus 12, a hard disk 13, RAM 14, ROM 15, voice interface 16, floppy disk drive 18, CD-ROM drive 19, modem 20, NCU (Network Control Unit) 21, keyboard 22, a display 23, etc. are connected. Note that a headset 17 having headphones and a microphone is connected to the voice interface 16, and an operator wears the headset 17 to make a call.
[0018]
The modem 20 is connected to the NCU 21. The NCU 21 is hardware that performs operations of closing and opening a line with a PSTN (Public Switched Telephone Network) 5, and connects the modem 20 to the PSTN 5 as necessary. Needless to say, an ISDN interface may be provided to connect to a digital public telephone network (ISDN).
[0019]
The keyboard 22 includes various keys such as character keys and numeric keys necessary for an operator to perform various operations and to input various information related to voice data as will be described later. It is possible to directly dial the telephone number of the other party by operating the numeric keypad provided on the keyboard 22.
[0020]
The display 23 displays an input result from the keyboard 22 and an operation state of the CPU 10. The display 23 may be any of a CRT display, an LCD, and the like.
[0021]
In order to operate the general-purpose computer shown in FIG. 1 as the apparatus of the present invention, a CD-ROM 190 in which a computer program is recorded is inserted into a CD-ROM drive (hereinafter CDD) 19 and the program code is stored. The program is read and transferred to and stored in a hard disk (hereinafter referred to as HD) 13, and a part or all of the program code is stored in the RAM 14 as necessary during actual operation, and the CPU 11 executes it.
[0022]
The operation of the apparatus of the present invention realized by the general-purpose computer as described above will be described below with reference to the flowchart of FIG. 2 showing the processing procedure of the CPU 11, that is, the execution procedure of the method of the present invention.
[0023]
The CPU 11 always checks whether there is an incoming call or a call (step S11). If there is a call or an incoming call (yes in step S11), the CPU 11 determines whether it is an extension or an external line. Perform (step S12). An extension telephone is generally a business conversation within a business office, and is not covered by the present invention. This extension / outline determination can be made based on whether or not the head of the received telephone number is “0” in the case of reception (incoming call). Also, in the case of outgoing calls, it is often possible to determine whether or not the head of the outgoing telephone number is “0”, that is, whether or not it is so-called “zero transmission”. However, for external line transmission, a specific signal such as “*” may be added at the time of external line transmission, and therefore a determination method corresponding to each setting may be adopted.
[0024]
FIG. 3 is a schematic diagram showing a determination result by the CPU 11 when “zero transmission” is adopted as an example. No. The call 01 is reception and the number is “3555”, so it is an extension telephone. Therefore, the CPU 11 recognizes “3555” and determines that it is an extension number. No. The call 02 is received and the number is “092-852-3117”, so it is an outside line telephone. Therefore, the CPU 11 recognizes “092-852-3117” and determines that it is an outside line number. No. The call 03 is received and the number is “852-3117”, so it is a local line telephone. Therefore, the CPU 11 recognizes “092-852-3117” and determines that it is an external line number. No. The call 04 is an outgoing call and is an extension telephone because the number is “3555”. Therefore, the CPU 11 recognizes “3555” and determines that it is an extension number. No. The call 05 is an outgoing call and the number is “092−852-3117”, so it is an external line telephone. Therefore, the CPU 11 recognizes “0092−852-3117” and determines that it is an external line number. No. Since the call of 06 is reception and the number is “852-3117”, it is a local / local telephone, and thus the CPU 11 recognizes “0852-3117” and determines that it is an external line number.
[0025]
In this way, each time a call is made or received in step S12, the CPU 11 determines whether it is an extension or an outside line. If it is an extension ("YES" in step S13), the process proceeds to step S11. To wait for the next incoming call or outgoing call.
[0026]
On the other hand, if the result of the determination in step S12 is an external line ("NO" in step S13), the CPU 11 specifies the other party using the telephone number of the call as an index (step S14) and starts timing ( Step S15), until the call ends (while “NO” continues in Step S17), the audio data is recorded in a predetermined area of the HD 13, for example (Step S16). When the call ends ("YES" in step S17), specifically, when the line is disconnected, the CPU 11 indicates that the user type of the other party specified from the telephone number is "trouble" to be described later. If so ("YES" in step S18), the process proceeds to step S21. If not ("NO" in step S18), it is determined whether or not a predetermined time has passed (step S19). If it has not elapsed (“NO” in step S19), all call records including the voice data of the call are deleted (step S20), and the process returns to step S11 to determine whether there is an incoming call or a call. It will be in a waiting state.
[0027]
On the other hand, if the predetermined time has elapsed in step S19 ("YES" in step S19), and if the user type of the other party is "trouble" in step S18, the CPU 11 creates a customer list created in advance. The information about the other party is read from the information, and the information input screen is displayed on the display 23 based on the information (step S21).
[0028]
FIG. 4 is a schematic diagram showing an example of the contents of a customer list created in advance. Such a customer list created in advance is stored in an appropriate area of the HD 13. In the example shown in FIG. The customer number 001 has a telephone number of “092-852-3117”, the user type is “normal” (no or little trouble has occurred in the past), and the name, age, sex, etc. are recorded. Has been. Therefore, when a call is made or received, the CPU 11 reads the corresponding customer information from such a customer list using the telephone number as an index.
[0029]
In addition, customer No. The user type of customer 003 is “trouble”, which means that trouble has occurred frequently in the past. As described above, when such a customer is a call partner, step S19. The call record is not deleted regardless of the elapse of the predetermined time.
[0030]
FIG. 5 shows an example of an information input screen displayed on the display 23. Information such as a telephone number, name, age, gender, operator, subject, call state, item number, etc. can be input. In this information input screen, as described above, it is of course possible for the CPU 11 to automatically read and display the name, age, sex, etc. from the customer name list etc. prepared in advance using the telephone number as an index, and for all operators. It is also possible to manually input each time by operating the keyboard 22 or the like. In addition, the operator who responds can be set in advance at the start of the day, for example. Furthermore, it is possible to set a subject if it is already known. In any case, however, at least the call state can be input only after the call is actually made.
[0031]
The operator inputs information other than the information set in advance by the CPU 11 (step S22).
[0032]
For the purpose of recording calls related to individual customers, information specifying individual customers, such as telephone numbers and customer codes, may be recorded in the voice data of the calls. In order to respond to requests such as wanting to extract the content itself, for example, a call with a trouble, or to extract only a call with a trouble at the time of a mortgage reminder, the present invention encodes various kinds of information related to each voice data. Are set as a data name of audio data as a series of codes. With such a method for assigning data names of audio data, it becomes possible to extract desired audio data by various search methods using the data names themselves as search conditions.
[0033]
Specifically, the item number (for example, automatically incrementing in units of one day) is “001”, the call state is “1” (with trouble), the subject is “2” (home loan), and the operator is “1” (A Child), gender (customer) is "2" (female), age is "1" (20s), CPU11 gives a code to the information about each voice data, and made them a series of codes “00112121” is created as a data name (step S23), added to the voice data of the call, and recorded on the HD 13 (step S24). Note that the actual data name is recorded as a “WAVE” file when audio data is actually recorded on the HD 13, so the extension “wav” is added to the end.
[0034]
Thereafter, the CPU 11 returns the process to step S11 and enters a state of waiting for the next incoming call or outgoing call.
[0035]
It is assumed that the call record as shown in the schematic diagram of FIG. 6 is obtained by the processing result by the CPU 11 during the call as described above. For example, no. The data No. 1 has the data name “00121111.wav”, specifically, the item number is “001”, the call state is “normal”, the subject is “card loan”, the operator is “A child”, the gender (Customer) is “female” and the age is “20s”. Similarly, no. The data of No. 2 has the data name “00222222.wav”, specifically, the item number is “002”, the call state is “normal”, the subject is “mortgage”, the operator is “B man”, gender (Customer's) is “female” and the age is “30s”. No. The data of No. 3 has the data name “003122213.wav”, specifically, the item number is “003”, the call state is “trouble”, the subject is “card loan”, the operator is “B man”, gender (Customer) is “male” and age is “40s”. No. The data of No. 4 has the data name “00412221.wav”, specifically, the item number is “004”, the call state is “trouble”, the subject is “card loan”, the operator is “B man”, gender (Customer) is “female” and the age is “20s”. No. The data of 5 has the data name “00512122.wav”, specifically, the item number is “005”, the call state is “trouble”, the subject is “mortgage”, the operator is “A child”, gender (Customer's) is “female” and the age is “30s”.
[0036]
When such data has already been obtained, for example, when considering countermeasures for troubles, data having a call state of “trouble” may be extracted. Specifically, as shown in the flowchart of FIG. 7, when the telephone conversation state designates “trouble” (step S51), the CPU 11 searches for data whose fourth digit is “1” from the top of the data name. (Step S52). If the fourth digit from the top of the data name is “1”, it indicates that the call state is “trouble”. Therefore, by causing the CPU 11 to search such data, No. Data of 3, 4, and 5 are extracted (step S53).
[0037]
In addition, when it is desired to extract a “trouble” call in a call related to “mortgage”, it is only necessary to extract data in which the call state is “trouble” and the subject is “mortgage”. Therefore, the above-mentioned No. When the data of 3, 4, and 5 are extracted and the subject designates “mortgage” (step S54), the CPU 11 selects “home loan” when the fifth digit from the data name is “2”. The CPU 11 retrieves such data (step S55). As a result, no. 5 data is extracted (step S56).
[0038]
Furthermore, when it is desired to improve the remuneration method at the time of a call, it is only necessary to extract data whose call state is “normal”. Specifically, as shown in the flowchart of FIG. 8, when the call state is designated as “normal” (step S61), the CPU 11 searches for data whose fourth digit is “2” from the top of the data name. (Step S62). When the fourth digit from the top of the data name is “2”, it means that the call state is “normal”. Therefore, by causing the CPU 11 to search such data, No. Data 1 and 2 are extracted (step S63).
[0039]
Furthermore, if the new operator A child wants to refer to the response of the experienced operator B male, the fourth digit from the top of the data name is “2” and the sixth digit is “2”. What is necessary is just to extract some data. Therefore, the above-mentioned No. When the data of 1 and 2 is extracted and the operator specifies “B man” (step S64), the CPU 11 represents “B man” when the sixth digit from the top of the data name is “2”. The CPU 11 searches for such data (step S65). As a result, no. 2 data is extracted (step S66).
[0040]
FIG. 9 is a schematic diagram showing the recorded contents of the CD-ROM 190 which is the recording medium of the present invention, in which a computer program for storing the contents of a call on the telephone line 5 is recorded in a computer connected to the telephone line (PSTN) 5. Program code P1, which is a computer-readable recording medium and determines whether the connection partner is an extension or an external line when the line is connected, and program code that records the contents of the call as audio data when the connection partner is an external line P2, a program code P3 for determining whether or not the call time has reached a predetermined time, and a program code P4 for deleting the recorded audio data when the call ends without the call time reaching the predetermined time If the call ends after the call time reaches the predetermined time, the caller and Computer program comprising a program code P5 to impart data name representing information about the contents is recorded.
[0041]
In the above-described embodiment, the call recording device of the present invention is realized by installing software in a general-purpose computer (personal computer). However, it is of course possible to realize it as a dedicated device.
[0042]
【The invention's effect】
As described above in detail, according to the call recording method and the call recording apparatus of the present invention, both the recording and the reproduction are troublesome, and the audio data recorded on the medium is reproduced when reproducing the target audio data. By searching by data name, it is possible to easily extract data having a desired content.
[0043]
Further, there is no possibility that recording will not be performed due to a manual operation mistake, and there is no possibility that a recording stop operation will be missed. Therefore, it becomes possible to effectively use a limited medium capacity. Furthermore, the possibility that the operator does not intentionally record for personal reasons is eliminated.
[0044]
Furthermore, unnecessary calls such as wrong calls and extension calls that do not need to be recorded are not recorded, so that the capacity of the medium can be used effectively, which saves the trouble of playback. It will be.
[0045]
Further, when a recorded call is reproduced as necessary, it is easily determined who and who made the call for each call, and the contents of the call are also easily determined from the data name.
[0046]
Furthermore, according to the recording medium of the present invention, the above-described call recording device of the present invention is realized by causing a general-purpose computer to read it.
[Brief description of the drawings]
FIG. 1 is a schematic diagram showing a configuration example when a call recording apparatus according to the present invention is realized by a general-purpose computer (personal computer).
FIG. 2 is a flowchart showing a processing procedure of a CPU of the device of the present invention realized by a general-purpose computer.
FIG. 3 is a schematic diagram showing an internal / external line determination result by the CPU when “zero transmission” is employed.
FIG. 4 is a schematic diagram showing an example of the contents of a customer list created in advance.
FIG. 5 is a schematic diagram showing an example of an information input screen displayed on a display.
FIG. 6 is a schematic diagram of call recording obtained by the call recording apparatus of the present invention.
FIG. 7 is a flowchart showing a processing procedure by a CPU when extracting a call record under a specific condition from a call record obtained by the call recording apparatus of the present invention.
FIG. 8 is a flowchart showing a processing procedure by a CPU when extracting a call record under a specific condition from a call record obtained by the call recording apparatus of the present invention.
FIG. 9 is a schematic diagram showing recorded contents of a CD-ROM which is a recording medium of the present invention.
[Explanation of symbols]
5 PSTN
11 CPU
13 Hard disk (HD)
14 RAM
16 Voice interface
17 Headset
19 CD-ROM drive (CDD)
190 CD-ROM
20 Modem

Claims (3)

In a call recording method for recording the contents of a telephone call,
Determining whether the connection partner is an internal line or an external line when connecting to the line;
When it is determined that the connection partner is an external line, based on a table that associates the telephone number of the call partner with the user information of the call partner, whether or not specific user information is attached to the call partner connected to the line is detected. And steps to
Recording the content of the call as audio data when it is determined that the connection partner is an external line;
Determining whether the talk time has reached a predetermined time;
Deleting the recorded voice data when the call is terminated without reaching the predetermined time and the specific user information is not attached to the call partner ;
When the call is terminated after the call time reaches the predetermined time , or when specific user information is attached to the call partner, a data name indicating information on the call partner and the call content is given to the voice data A call recording method comprising the steps of: In a call recording device that records the contents of a telephone call,
An extension / external line determination means for determining whether the connection partner is an extension line or an external line when the line is connected;
When the extension / outside line determination means determines that the connection partner is an external line, specific user information is attached to the call partner who is connected to the line based on a table associating the telephone number of the call partner with the user information of the call partner. Detecting means for detecting whether or not
When the extension / external line determination means determines that the connection partner is an outside line, and recording means for recording the conversation contents as a voice data,
Call time determination means for determining whether the call time has reached a predetermined time;
The recorded voice when the call time determining means ends the call without reaching the predetermined time and the detecting means detects that no specific user information is attached to the call partner A data deletion means for deleting data;
If the call time determination means determines that the call has ended after the call time reaches a predetermined time , or if the detection means detects that specific user information is attached to the call partner, A call recording apparatus comprising: a data name assigning unit for assigning a data name representing information related to a call partner and call contents to voice data. A computer-readable recording medium that records a computer program for recording the contents of a telephone call on a computer connected to a telephone line,
Program code means for causing a computer to determine whether a connection partner is an internal line or an external line when the line is connected;
If it is determined that the connection partner is an external line on the computer, whether or not specific user information is attached to the call partner connected to the line based on a table that associates the telephone number of the call partner with the user information of the call partner Program code means for detecting
Program code means for causing a computer to record the contents of a call as voice data when the connection partner is an external line,
Program code means for causing a computer to determine whether or not the call time has reached a predetermined time;
Program code means for deleting recorded audio data when a call is terminated without reaching a predetermined time on the computer and no specific user information is attached to the call partner ;
When the call is terminated after the call time reaches a predetermined time on the computer , or when specific user information is attached to the call partner, a data name indicating information on the call partner and the call content in the voice data A computer-readable recording medium having recorded thereon a computer program including program code means for assigning

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