JP4935124B2 - Call center system and communication control method - Google Patents

Description

The present invention relates to a call center system and a communication control method, for example, to a call center system and a communication control method capable of providing an image related to a dialog content to a videophone terminal while interacting with an operator.

  Conventionally, in a call center having a videophone function such as a mobile terminal or an IP videophone, in order to respond to the incoming call, the voice data and video data are read from the response device and transmitted, or an operator terminal In this case, the video data and audio data of the operator are transmitted. For this reason, the operator terminal has to be provided with a function capable of transmitting video data.

As a call center system having this type of function, a call center device described in Patent Document 1 has been reported. In this call center device, when a connection request signal transmitted from an Internet TV phone is received, the operator management unit provided in the automatic call distribution unit refers to the operator status table of the operator terminal and selects an operator terminal that can currently receive a call. The voice packet data channel and the video packet data channel are opened between the operator terminal and the Internet TV phone so that the Internet TV phone and the operator terminal can transmit and receive video data and voice data to each other. It was.
Japanese Patent Laid-Open No. 2005-64860

  By the way, there is a demand for solving a problem through dialogue with an operator while displaying specific video information such as a document, image, or photograph regarding maintenance on a television screen of a portable terminal.

  However, in a conventional call center device that receives an incoming call from a mobile terminal having a videophone function, for example, video data is transmitted from the response device to the mobile terminal, while voice data is transmitted directly by the operator. The function to do was not able to be realized.

The present invention has been made in view of the above, and an object of the present invention is to provide a call center system and a communication control method capable of providing an image related to the content of dialogue while interacting with an operator.

According to a first aspect of the present invention, in order to solve the above-mentioned problem, any one of the first communication device that transmits and receives video information and audio information and the plurality of operator communication devices that transmit and receive video information and audio information In the call center system for connecting the communication device, the video storage means for storing the video information, and in the automatic voice response process, the selection information selected by the first communication device is received from the first communication device, and the operator communication A communication control unit configured to control transmission and reception of video information and audio information between the device and the first communication device , wherein the communication control unit transmits the video information based on the selection information. source is, when it is determined that the an image storage unit, the first communication device from said video storage means, and controls so that the image information is transmitted, and the operator communication apparatus Between the serial first communication device, and summarized in that controlling so that voice information is transmitted and received.

According to a second aspect of the present invention, in order to solve the above-mentioned problem, any one of the first communication device that transmits and receives video information and audio information and the plurality of operator communication devices that transmit and receive video information and audio information. in the communication control method call center system performs to connect the door, video storage means for storing image information, a communication control unit, said communication control means, in voice response processing, from the first communication device, wherein The selection information selected by the first communication device is received, and control is performed so that video information and audio information are transmitted and received between the operator communication device and the first communication device. Based on the selection information , the source of the video information, if it is determined that the an image storage unit, the first communication device from said video storage means, and controls so that the image information is transmitted, the Between the Operator communication apparatus and the first communication device, and summarized in that controlling so that voice information is transmitted and received.

  According to the present invention, it is possible to provide an image related to the content of the conversation while interacting with the operator. For example, while displaying specific video information such as a document, an image, or a photograph regarding maintenance on the TV screen, Be able to interact between.

(A) First Embodiment Hereinafter, a first embodiment of a call center system of the present invention will be described with reference to the drawings. In the first embodiment, the call center system of the present invention is applied to a call center server, and a case where a plurality of sets of operator PCs (personal computers) and telephone sets are connected via a LAN will be described. .

(A-1) Configuration of First Embodiment FIG. 1 is an overall configuration diagram showing a call center server that can be connected to a videophone and a system configuration example thereof.

  This system includes a call center server 1 that provides a call center function and a call center operator 4. The call center server 1 accepts an incoming call from a videophone via a communication line, and assigns the incoming call to any one of a plurality of operator terminals having a function of transmitting and receiving video data and audio data.

  In FIG. 1, a call center server 1 includes a communication control unit 1a, an ACD control unit 1b, an audio / video data control unit 1c, a data mixing unit 1d, a database 1e, and a database 1j that stores a video output source search data group. The Note that the database 1e stores audio data 1h, video data 1f, still image data 1g, and text data 1i to be provided to a videophone that is a call partner.

  The communication control unit 1a provided in the call center server 1 provides an interface function (GW function) with the videophone 10 and the IP videophone 13 and incoming call control, and in particular, call setting, call request transfer, and number notification. In addition, a SIP (Session Initiation Protocol) server function for setting a route from the operator PC to the GW 12 and setting a route from the operator PC to the IP videophone 13 is provided.

  The ACD control unit 1b provides an ACD (Automatic Call Distribution) function for receiving an incoming call and allocating the incoming call to any one of a plurality of operator terminals.

  The audio / video data controller 1c provides an IVR (Interactive Voice Response) function for providing previously recorded audio data corresponding to the PB number received in response to the push button operation of the caller.

  The data mixing unit 1d transmits the video data received from the operator PC, the audio data, the video data, and the text data received from the database 1e from the audio data and video data required for each videophone that is a call partner. Provides message processing such as a unified function for generating packets.

  The call center operator 4 is connected to the LAN 15 by an operator PC 5 operated by the operator and an IP telephone operated by the operator. A PC connection telephone 7 is connected to the operator PC 5 via a USB or the like. A camera 8 capable of USB connection or the like is connected to the operator PC 5 in order to take a picture of the operator. The operator PC 5 is provided with a UI (user interface) unit 5 a that controls screen output to the operator and input operations such as a keyboard and a mouse, and a communication control unit 5 b that communicates between the operator PC 5 and the call center server 1. ing.

  In the operator PC 5, the communication control unit 5 b receives an operation signal from the UI unit 5 a and performs call control such as incoming / outgoing to / from the outside line / extension line. In the operator telephone (IP telephone 6 or PC connection telephone 7), the operator PC 5 Make a voice call for the call you are controlling.

  The connection between the videophone 10 and the call center server 1 includes the connection between the videophone 10 and the videophone network 11, the connection between the videophone network 11 and the GW 12, the connection between the GW 12 and the LAN 15, and the connection between the LAN 15 and the call center server 1. It consists of a connection.

  A GW (Gateway) 12 converts different protocols between the video telephone network 11 and the LAN 15 and interconnects them, and communicates with the call center server 1 via the LAN 15. That is, the GW 12 is a VoIP (Voice over IP) gateway, and when the video phone 10 as a call partner pushes the phone number, the GW 12 sets the phone number in a format determined by the SIP and has the SIP server function. The data is transmitted to the communication control unit 1a and is received by the call center server 1.

  The connection between the IP videophone 13 and the call center server 1 includes a connection between the IP videophone 13 and the IP network 14 and a connection with the call center server 1 via the IP network 14 and the LAN 15.

(A-2) Operation of the First Embodiment First, referring to the sequence diagram shown in FIG. 2, at the call center, a call is made from the video phone 10 to connect to the operator PC 5, and the voice data and video data of the operator PC 5 are received. A flow until transmission to the other party's videophone 10 will be described.

  When a telephone call is made from the videophone 10 to the telephone number of the call center server 1, the call is received via the GW 12 to the communication control unit 1 a provided in the call center server 1. At this time, the communication control unit 1a acquires number information such as a dial-in number, a called number, and a calling number related to the incoming call by the SIP function and stores them in a memory (not shown) (S21).

  Next, the communication control unit 1a responds to the incoming call and transmits a response signal to the videophone 10 (S22).

  Next, in order to perform the video IVR process, the audio / video data control unit 1c reads out the audio data 1h stored in the database 1e, the moving image data 1f as the video data, the still image data 1g, and the text data 1i. And the video data are generated by the data mixing unit 1d and transmitted from the communication control unit 1a to the videophone 10. At this time, the call center server 1 transmits to the videophone 10 video data in which different numbers are added to the types and genres of departments and products to be connected. On the other hand, in the videophone 10, numbers indicating the type and genre are sequentially selected by the operation of the push button, and these number information is transmitted to the call center server 1, so that the communication control unit 1a receives the received number information. Is stored in a memory (not shown) (S23).

  Next, in order to notify the videophone 10 that the operator is being called, the voice / video data control unit 1c reads the voice data and video data of the guidance indicating that the operator is being called stored in the database 1e, and the data mixing unit 1d. Thus, a transmission packet is generated and sent to the videophone 10 via the communication control unit 1a (S24).

  Here, while sending the calling guidance, the ACD control unit 1b selects the operator PC 5 that should respond to the incoming call by ACD processing or the like based on the number information indicating the type and genre received in step S23. (S25). Since the operator ID (identification number) is also determined by the ACD processing in the ACD control unit 1b, this operator ID is stored in the memory.

  Based on any one of the dial-in number, the called number, and the calling number acquired during the incoming call processing in step S21, the video transmission source is searched with reference to the table shown in FIG. 4 (S26).

  As a result of this search processing, when the video transmission source instructs the operator, it is determined that the video data of the operator PC 5 is transmitted (S27). Next, the communication control unit 1a of the call center server 1 notifies the operator PC 5 of the incoming call (S28).

  Next, the communication control unit 5b of the operator PC 5 transmits a response signal to this incoming call (S29). After the operator PC 5 responds, the communication control unit 1a of the call center server 1 causes the SIP function of the communication control unit 1a to set the route for transferring the voice packet and the video packet, and between the operator PC 5 and the video phone 10 Then, the route is set so that the audio data and the video data are exchanged. At the same time, the data mixing unit 1d generates a transmission packet from the audio data and video data output from the operator PC 5, and transmits the transmission packet from the data mixing unit 1d to the videophone 10 via the communication control unit 1a. As a result, a route from the operator PC 5 to the GW 12 is set, and a video phone call is performed between the operator PC 5 and the video phone 10 via the GW 12 and the LAN 15 (S2A).

  Next, referring to the sequence diagram shown in FIG. 3, the voice data is sent from the IP telephone 6 or PC connection telephone 7 provided in the operator PC 5 and the video data is sent from the call center server 1 to the flow. explain. In FIG. 3, when the same reference numerals as those shown in FIG.

  As a result of the search processing in step S26, when the video transmission source indicates the call center server, it is determined that the video data stored in the call center server database 1e is transmitted (S37). Next, the communication control unit 1a of the call center server 1 notifies the operator PC 5 of the incoming call (S38). Next, the communication control unit 5b of the operator PC 5 transmits a response signal to this incoming call (S39).

  After the operator responds, the audio / video data controller 1c reads out the video data corresponding to the number information designated by the videophone 10 stored in the memory in step S23 from the database 1e, and the video data is data-mixed. The unit 1d generates a transmission packet and sends it from the communication control unit 1a to the video phone 10, thereby making a video phone call between the video phone 10 and the call center server 1 (S3A).

  At this time, the communication control unit 1a of the call center server 1 causes the SIP function to set a route for transferring the voice packet, and the voice data is transmitted between the PC connection telephone 7 connected to the operator PC 5 and the videophone 10. The route is set so that is exchanged. At the same time, a transmission packet is generated from the voice data output from the operator PC 5 by the data mixing unit 1d and is transmitted from the communication control unit 1a to the videophone 10. As a result, a route from the operator PC 5 to the GW 12 is set, and a telephone call based on voice data is performed between the PC connection telephone 7 connected to the operator PC 5 and the videophone 10 via the GW 12 and the LAN 15 (S3B). .

  Note that the video data sent from the call center 1 in step S3A may be sent to the operator PC 5 side at the same time, so that the video contents displayed on the video phone 10 and the operator PC 5 can be matched.

  Next, the process for searching for the video transmission source described in step S26 shown in FIGS. 2 and 3 will be described in detail.

  In step S21 shown in FIG. 2 and FIG. 3, based on one of the dial-in number, the called number, and the calling number that the communication control unit 1a has acquired and stored in the memory at the time of the incoming call, FIG. The video transmission source is determined by searching the video output source search data group stored in the database 1j shown. The video output source search data group 1j is composed of tables as shown in FIG.

  When searching based on the dial-in number, a search is made from the dial-in number table 41 shown in FIG. 4A using the dial-in number as a key to search whether the video transmission source is an operator or a call center server. If the video transmission source corresponding to the dial-in number is a call center server, the video data name is also extracted.

  Similarly, when searching based on the called number, the called number table 42 shown in FIG. 4B is used as a key to search and extract whether the video transmission source is an operator or a call center server. Similarly, when searching based on the calling number, the calling number table 43 shown in FIG. 4C is used as a key to search and extract whether the video transmission source is an operator or a call center server.

  In step S25 shown in FIG. 2 and FIG. 3, the video transmission source may be determined based on the operator ID stored in the memory by the ACD processing in the ADC control unit 1b. 4 is retrieved from the operator table 44 shown in FIG. That is, when searching based on the operator ID determined by the ACD processing, the operator table 44 is searched for and extracted from the operator table 44 as to whether the video transmission source is the operator or the call center server.

(A-3) Operation when there is an incoming call from the IP videophone 13 to the call center server 1 When a call is made from the IP videophone 13 to the telephone number of the call center server 1 in step S21 shown in FIG. The incoming call is received by the communication control unit 1 a provided in the server 1. At this time, the communication control unit 1a acquires number information such as a dial-in number, a called number, and a calling number related to an incoming call by the SIP function and stores them in a memory (not shown) (S21).

  Next, the communication control unit 1a responds to the incoming call and transmits a response signal to the IP videophone 13 (S22).

  Next, in order to perform the video IVR process, the audio / video data control unit 1c reads the audio data 1h, the moving image data 1f or the still image data 1g to be the video data, and stores the audio data and video data. The data mixing unit 1d generates a transmission packet and transmits it from the communication control unit 1a to the IP videophone 13. At this time, the call center server 1 transmits to the IP videophone 13 video data in which different numbers are added to types and genres of departments and products to be connected. On the other hand, in the IP videophone 13, numbers indicating the type and genre are sequentially selected by the operation of the push button, and the number information is transmitted to the call center server 1, so that the communication control unit 1a receives the received number. Information is stored in a memory (not shown) (S23).

  Next, in order to notify the IP videophone 13 that the operator is being called, the audio / video data control unit 1c reads out the voice data and video data of the guidance indicating that the operator is being called and stored in the database 1e, and performs data mixing. The transmission packet is generated by the unit 1d and sent to the IP videophone 13 via the communication control unit 1a (S24).

  In step S2A shown in FIG. 2, after the operator PC 5 responds, the communication control unit 1a of the call center server 1 causes the SIP function of the communication control unit 1a to set the route for transferring the voice packet and the video packet, and the operator A route is set so that audio data and video data are exchanged between the PC 5 and the IP video phone 13. At the same time, the data mixing unit 1d generates a transmission packet from the audio data and the video data output from the operator PC 5, and transmits the transmission packet from the data mixing unit 1d to the IP videophone 13 via the communication control unit 1a. As a result, a route from the operator PC 5 to the IP video phone 13 is set, and a video phone call is performed between the operator PC 5 and the IP video phone 13 via the IP network 14 and the LAN 15 (S2A).

  In step S3A shown in FIG. 3, after the operator responds, the audio / video data control unit 1c stores the video data corresponding to the number information designated by the videophone 10 stored in the memory in step S23 in the database. 1e, a video packet is generated between the IP video phone 13 and the call center server 1 by generating a transmission packet from the data mixing unit 1d and transmitting the video data to the IP video phone 13 from the communication control unit 1a. Perform (S3A).

  In addition, in step S3B shown in FIG. 3, when performing a telephone call using voice data between the IP telephone 6 and the IP videophone 13, the communication control unit 1a of the call center server 1 sets a route for transferring the voice packet. Is performed by the SIP function, and a route is set so that voice data is exchanged between the IP telephone 6 and the IP videophone 13. At the same time, the data mixing unit 1d generates a voice data transmission packet output from the operator PC 5, and transmits the packet from the data mixing unit 1d to the IP videophone 13 via the communication control unit 1a. As a result, a route from the IP telephone 6 to the IP videophone 13 is set, and a telephone call using voice data is performed between the IP telephone 6 and the IP videophone 13 via the IP network 14 and the LAN 15 (S3B). .

  In the above description, the operation of the video phone 10 and the call center server 1 is described. However, the description of the operation of the IP video phone 13 and the call center server 1 is the same as the portion related to the present invention. The description is omitted.

(A-4) Effects of First Embodiment As described above, according to the first embodiment, video data is transmitted from a call center server to a videophone or IP videophone that has made a phone call, and audio. Since the data is sent from the operator PC, for example, it is desired to solve the problem through dialogue with the operator while displaying specific video information such as maintenance documents, images, and photographs. Can do. As a result, a specified video can be sent to a customer who does not necessarily need to output the operator's video data, and therefore it is possible to provide a detailed service. It is also possible to provide an image related to the content of the conversation while interacting with the operator.

(B-1) Second Embodiment The second embodiment is the same as the system configuration example shown in FIG.

(B-2) Operation of the Second Embodiment With reference to the sequence diagram shown in FIG. 5, the video transmission source depends on whether or not the operator PC that is the connection destination of the call center server 1 is equipped with a camera for capturing video. The flow for determining the will be described. In FIG. 5, when the same reference numerals as those shown in FIG.

  In step S25, the operator ID stored in the memory by the ACD processing in the ADC control unit 1b is read, and the operator table 44 shown in FIG. 4 is searched using the operator ID as a key, and the camera corresponding to the operator ID is searched. The presence or absence of is extracted (S56).

  As a result of this search processing, it is determined that there is no camera for this operator ID (S57).

If it is determined that there is no camera, the video data name is also extracted.

  On the other hand, if it is determined that there is a camera, the subsequent processing is the same as S26 to S2A shown in FIG.

  Next, the communication control unit 1a of the call center server 1 notifies the operator PC 5 of the incoming call (S58). Next, the communication control unit 5b of the operator PC 5 transmits a response signal to this incoming call (S59).

  Here, the process of searching whether the operator described in step S56 shown in FIG. 5 is equipped with a camera will be described. The operator ID determined by the ACD process in step S25 shown in FIG. 5 is read from the memory, and the operator table 44 of the video output source search data group stored in the database 1j shown in FIG. To determine the presence or absence of a camera.

  Note that the video data sent from the call center 1 in step S3A may be sent to the operator PC 5 side at the same time, so that the video contents displayed on the video phone 10 and the operator PC 5 can be matched.

(B-3) Effect of Second Embodiment As described above, according to the second embodiment, an operator determined by ACD processing takes a picture for a videophone or IP videophone that has made a call. Instead of this, video data is transmitted from the call center server to the videophone instead, so even if all operators equipped with the camera are on a call, they are equipped with a camera. Since it is possible to talk with an operator who is not, it becomes possible to respond without making the customer wait. It is also possible to provide an image related to the content of the conversation while interacting with the operator.

(C) Other embodiment (C-1)
In the first embodiment described above, the call center dial-in number or called number that can be acquired in connection with the incoming call from the video phone terminal, the calling number of the video phone 10, the operation number of the push button received from the video phone, The video transmission source is searched from the table using the identification number or the like as a key, and the video data captured by the camera 8 of the operator PC 5 or the video data stored in the database 1e of the call center server 1 is switched according to the video transmission source. As an example of another switching method, a switching button is displayed on the operation screen of the operator PC 5, and a video switching signal is sent from the operator PC 5 to the call center server 1 in response to a mouse click operation. Can be controlled to select the video transmission source. .

(C-2)
In the first embodiment described above, the database 1e is described as being built in the call center server 1, but the present invention is not limited to such a case. That is, if it has the same function as the database 1e, it may be treated as a database server 51 connected via the LAN 15, as shown in FIG. 6, and the database server 51 in this case has an information providing function. That's fine.

(C-3)
In the first embodiment described above, it is described that the video data is read from the database 1e built in the call center server 1, but the present invention is not limited to such a case. That is, as shown in FIG. 6, it has a camera 55 connected to the LAN 15 via the IP network 53, and may have an information providing function for providing real-time video data captured by the camera 55, for example.

(C-4)
In the first embodiment described above, it is described that the operator's video, the moving image provided from the database 1e, or the still image is switched and provided on the screen of the videophone 10, but the present invention is in such a case. It is not limited. That is, if a transmission packet composed of a plurality of windows such as a window composed of a still image, a window composed of a moving image, and a window composed of an operator's video is generated by the data mixing unit 1d and transmitted to the videophone 10 of the other party. A plurality of windows can be displayed on one screen of the videophone 10.
(C-5)
In addition, the data mixing unit 1d can generate a transmission packet including a window composed of a still image, a window composed of a moving image, a window composed of an operator's image, a window of a real-time image captured by the camera 55, and the like. If the data mixing unit 1d transmits to the video phone 10 via the communication control unit 1a according to the numbers sequentially selected by operating the push buttons of the video phone 10, one screen of the video phone 10 is displayed. Various images can be displayed sequentially according to the operation.

1 is an overall configuration diagram illustrating a call center server connectable to a videophone and an example of a system configuration thereof. FIG. 6 is a sequence diagram (part 1) for explaining the operation of the call center server according to the first embodiment. It is a sequence diagram (the 2) for demonstrating operation | movement of the call center server of 1st Embodiment. (A) is a dial-in number table, (b) is a called number table, (c) is a calling number table, and (d) is an operator table. It is a sequence diagram for demonstrating operation | movement of the call center server of 2nd Embodiment. It is a whole block diagram of other embodiment shown about the call center server which can be connected with a videophone, and its system configuration example.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 ... Call center server, 1a ... Communication control part, 1b ... ACD control part, 1c ... Audio / video data control part, 1d ... Data mixing part, 1e ... Database, 1j ... Database, 4 ... Call center operator, 5 ... Operator PC, 5a ... UI unit, 5b ... communication control unit, 6 ... IP phone, 7 ... PC connection phone, 8 ... camera, 10 ... video phone, 11 ... video phone network, 12 ... GW, 13 ... IP video phone, 14 ... IP Network 15 ... LAN 41 ... Dial-in number table 42 ... Destination number table 43 ... Calling number table 44 ... Operator table

Claims (22)

In a call center system that connects a first communication device that transmits and receives video information and audio information and an operator communication device that is one of a plurality of operator communication devices that transmit and receive video information and audio information.
Video storage means for storing video information;
In the automatic voice response process, selection information selected by the first communication device is received from the first communication device, and video information and audio information are received between the operator communication device and the first communication device. Having communication control means for controlling to be transmitted and received,
The communication control means includes
When it is determined that the transmission source of the video information is the video storage unit based on the selection information,
Controlling the video information to be transmitted from the video storage means to the first communication device;
A call center system that performs control so that voice information is transmitted and received between the operator communication device and the first communication device. The call center system according to claim 1, wherein in the voice automatic response process, information transmitted to the first communication device is voice information and video information. It further has a video composition means,
The communication control means includes
When the transmission source of the video information is the video storage means,
In the video composition means, control is performed so that the video information received from the video storage means and the video information received from the operator communication device are synthesized,
Controlling the synthesized video information to be transmitted from the video synthesizing unit to the first communication device;
The call center system according to claim 1, wherein control is performed so that voice information is transmitted and received between the operator communication device and the first communication device. It further has a search means,
The video storage means stores a plurality of video information,
The search means stores identification information corresponding to each video information in the plurality of video information,
The communication control means includes
When the transmission source of the video information is the video storage means,
Control is performed so that video information selected based on the identification information from the plurality of video information is transmitted from the video storage means to the first communication device,
The call center system according to claim 1, wherein control is performed so that voice information is transmitted and received between the operator communication device and the first communication device. The communication control means includes
Further, when it is determined that the transmission source of the video information is the video storage unit based on the identification information for identifying the operator communication device selected in the automatic incoming call distribution process,
Controlling the video information to be transmitted from the video storage means to the first communication device;
Controlling voice information to be transmitted and received between the operator communication device and the first communication device.
The call center system according to claim 1. The identification information, the call center system according to claim 5, characterized in that it comprises information indicating the presence or absence of the camera in the operator communication apparatus each corresponding to the communication device of the operator. 6. The call center system according to claim 5 , wherein the identification information includes an identification number of an operator selected in the automatic incoming call distribution process . The identification information, the call center system according to claim 7, characterized in that it comprises information indicating the presence or absence of the camera in the operator communication apparatus each corresponding to the identification number of the operator. Further, when it is determined that the transmission source of the video information is the video storage unit based on the video switching information operated in the operator communication device,
The communication control means includes
Controlling the video information to be transmitted from the video storage means to the first communication device;
Controlling voice information to be transmitted and received between the operator communication device and the first communication device.
The call center system according to claim 1.   2. The call center system according to claim 1, wherein the video storage means is constructed by a video storage device that is a device connected to the outside of the call center system.   The call center system according to claim 1, wherein the plurality of operator communication devices are constructed inside the call center system. In a communication control method executed by a call center system that connects a first communication device that transmits and receives video information and audio information and any one of a plurality of operator communication devices that transmit and receive video information and audio information. ,
Video storage means for storing video information, communication control means,
The communication control means includes
In the automatic voice response process, selection information selected by the first communication device is received from the first communication device, and video information and audio information are received between the operator communication device and the first communication device. When it is determined that the transmission source of the video information is the video storage unit based on the selection information,
Controlling the video information to be transmitted from the video storage means to the first communication device;
A communication control method, wherein control is performed so that voice information is transmitted and received between the operator communication device and the first communication device. 13. The communication control method according to claim 12, wherein in the voice automatic response process, information transmitted to the first communication device is voice information and video information. It further has a video composition means,
The communication control means includes
When the transmission source of the video information is the video storage means,
In the video composition means, control is performed so that the video information received from the video storage means and the video information received from the operator communication device are synthesized,
Controlling the synthesized video information to be transmitted from the video synthesizing unit to the first communication device;
The communication control method according to claim 12 , wherein control is performed so that voice information is transmitted and received between the operator communication device and the first communication device. It further has a search means,
The video storage means stores a plurality of video information,
The search means stores identification information corresponding to each video information in the plurality of video information,
The communication control means includes
When the transmission source of the video information is the video storage means,
Control is performed so that video information selected based on the identification information from the plurality of video information is transmitted from the video storage means to the first communication device,
The communication control method according to claim 12 , wherein control is performed so that voice information is transmitted and received between the operator communication device and the first communication device. Further, when it is determined that the transmission source of the video information is the video storage unit based on the identification information for identifying the operator communication device selected in the automatic incoming call distribution process,
The communication control means includes
Controlling the video information to be transmitted from the video storage means to the first communication device;
Controlling voice information to be transmitted and received between the operator communication device and the first communication device.
The communication control method according to claim 12. The identification information, the communication control method according to claim 16, characterized in that it comprises information indicating the presence or absence of the camera in the operator communication apparatus each corresponding to the communication device of the operator. 17. The communication control method according to claim 16 , wherein the identification information includes an identification number of an operator selected in the automatic incoming call distribution process . The identification information, the communication control method according to claim 18, characterized in that it comprises information indicating the presence or absence of the camera in the operator communication apparatus each corresponding to the identification number of the operator. Based on the selection information and the video switching information operated in the operator communication device, when determining that the transmission source of the video information is the video storage means,
The communication control means includes
Controlling the video information to be transmitted from the video storage means to the first communication device;
Controlling voice information to be transmitted and received between the operator communication device and the first communication device.
The communication control method according to claim 12. 13. The communication control method according to claim 12 , wherein the video storage means is constructed by a video storage device that is a device connected to the outside of the call center system. The communication control method according to claim 12 , wherein the plurality of operator communication devices are constructed inside the call center system.

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