JP4963804B2 - Videophone call center server and processing method thereof - Google Patents

Description

The present invention relates to a videophone call center server and a processing method thereof, and in particular, enables an operator to control a video to be transmitted to a videophone during a call between a videophone user and an operator.

  Conventionally, the video to be transmitted to the other party's video phone during a video phone call is a video from the camera of his / her video phone device or a video previously stored in his / her video phone device. It was either (for example, refer patent document 1).

The use of videophone communication in a call center system has also been proposed as in Patent Document 2, but the video to be transmitted to the user of the videophone is either a video taken from a camera or a video stored in advance in a call center device. Either.
JP 2001-218181 A JP 2005-064860 A

  However, in the conventional system, after the voice and video of the operator and the videophone are connected by the videophone call center device, the operator sends a video containing new information to the videophone (user). The video information and transmission procedure must be registered in advance in the videophone call center device, and new information can be transmitted in real time as a video, or a new transmission procedure (transmission start timing, transmission end timing, transmission stop timing, transmission There is a problem that transmission cannot be performed at the restart timing, transmission order, and transmission trigger).

  For example, when a video phone call center system is used for a hotel reservation system, the operator may switch to a nearby landscape image or multiple images of a room with a different rank according to the progress of the conversation with the customer. Conveniently, this is not possible with conventional schemes.

Therefore, there is a demand for a videophone call center server and a processing method therefor in which an operator takes the initiative and can arbitrarily select information provided to the videophone terminal.

According to a first aspect of the present invention, in a videophone call center server connected to a plurality of communication devices and a plurality of operator communication devices, (1) a data storage unit storing image data to be provided to the communication devices; (2) A connection control unit that controls connection and communication between any of the communication devices and the operator communication device, and (3) the connection control unit is (3-1) from the first communication device. A first processing unit that receives a first signal for requesting call connection; and (3-2) a second second unit that has first image data relating to an automatic response function extracted from the data storage unit in the first communication device. A second processing unit that transmits a signal; and (3-3) a third processing unit that receives a third signal having information selected based on the second signal from the first communication device, and (3 -4) The first operation related to the third signal A fourth processing unit that controls the video communication state between the first communication device and the first operator communication device, and (3-5) the first communication device. A fifth processing unit for receiving, from an operator communication device, a fourth signal having operation information for disconnecting a call with the first communication device and specific information for specifying second image data ; (3-6) When receiving the four signals, the fifth communication unit has the second image data having the second image data taken out from the data storage unit based on the specific information after disconnecting the call between the first communication device and the first operator communication device. And a sixth processing unit for transmitting a signal to the first communication device. According to a second aspect of the present invention, there is provided a processing method of a videophone call center server connected to a plurality of communication devices and a plurality of operator communication devices. (1) The videophone call center server provides image data provided to the communication device. And a connection control unit that controls connection and communication between any of the communication devices and the operator communication device. (2) The connection control unit includes (2-1) ) Receiving a first signal requesting a call connection from the first communication device; (2-2) having the first image data relating to the automatic response function extracted from the data storage unit in the first communication device; A second signal is transmitted; (2-3) a third signal having information selected based on the second signal is received from the first communication device; and (2-4) the third signal is received. Related first operation A communication device is selected, and the communication between the first communication device and the first operator communication device is controlled to a videophone call state. (2-5) From the first operator communication device, A call between the first communication device and the first operator communication device when receiving a fourth signal having operation information for disconnecting the call with the first communication device and specifying information specifying the second image data After the cutting process, the fifth signal having the second image data extracted from the data storage unit based on the specific information is transmitted to the first communication device.

ADVANTAGE OF THE INVENTION According to this invention, the operator can take the initiative and can implement | achieve the video telephone call center server which can select arbitrarily the provision information with respect to a video telephone terminal, and its processing method .

(A) First Embodiment Hereinafter, a first embodiment of a videophone call center server and a processing method thereof according to the present invention will be described with reference to the drawings.

(A-1) Configuration of First Embodiment FIG. 1 is a block diagram showing an overall configuration of a system including a videophone call center server according to the first embodiment.

In FIG. 1, in the videophone call center system 1 of the first embodiment, a call center server 2, an operator terminal unit 3, and a gateway 4 are connected via a LAN 5. Call center server 2 are those common to a plurality of operator terminal unit 3, the call center server 2及 beauty operator terminal unit 3, a call center function is provided.

  The video phone 6 can use the video phone call center by being connected to the gateway 4 of the video phone call center system 1 via the video phone network 7 such as an ISDN network, and the IP video phone 8 can be used in the IP network. 9 can be used as a videophone call center.

  The operator terminal unit 3 is configured, for example, by connecting an operator personal computer (hereinafter referred to as an operator PC) 10 to a camera 11 that images the operator and a telephone 12 that the operator uses for voice communication. The telephone 12 may be only a voice input / output device such as a handset or a headset, and the function execution part related to call control may be the one possessed by the operator PC 10 (so-called soft phone).

  As shown in FIG. 2, the operator terminal unit 3 may have a configuration in which an operator PC 10 connected to the camera 11 and an IP telephone 12 </ b> A are connected to the LAN 5.

  As shown in FIG. 3, the call center server 2 includes a communication control unit 21, an ACD control unit 22, an audio / video data control unit 23, a data mixing unit 24, a provided data storage unit 25, and the like. It has a telephone interface function (GW function), an automatic voice response (IVR) function, a message processing function such as a unified function, a SIP server function, and an automatic call distribution (ACD) function.

  The communication control unit 21 is mainly responsible for the SIP server function, the interface function with the videophone / IP videophone, and the like for call control between the videophone 6, the IP videophone 8, or the operator terminal unit 3. It transmits and receives IP packets for calls. The communication control unit 21 also performs disassembly and assembly of IP packets.

  The ACD control unit 22 automatically determines which operator terminal unit 3 in the idle state is associated with an incoming call from the video phone 6 or the IP video phone 8. The ACD control unit 22 may perform data exchange for this determination using the IVR function.

  The audio / video data control unit 23 manages the data type of audio data and video data to be communicated for each operator terminal unit 3 in a call state and for each communication direction. Thus, the formation of communication data is controlled. The management data of the audio / video data control unit 23 is changed by an instruction from the operator terminal unit 3 side.

  FIG. 4 is an explanatory diagram showing a configuration example of the type management data in the audio / video data control unit 23. The type management data includes an operator terminal ID (in the case of the configuration shown in FIG. 2, each ID is registered), a videophone ID that is an ID of the videophone 6 or the IP videophone 8, and a down direction (the relevant The type and synthesis method of video data and audio data in the direction from the server to the telephone), and the type and synthesis method of video data and audio data in the up direction (direction from the server to the operator terminal unit). The type management data shown in FIG. 4 is updated as appropriate when the transmission state changes.

  A plurality of types can be described in the type field of video data or audio data, and when a plurality of types are described, the composition method field becomes effective. The video data includes not only the video image data of the user of the video phone 6 or the IP video phone 8 and the video image data of the operator, but also video data stored in the data storage unit 25 described later. The voice data includes not only the voice data of the user of the video phone 6 and the IP video phone 8 and the voice data of the operator, but also voice data stored in the data storage unit 25 described later.

The synthetic method, are prepared a plurality of types such as parallel-SL or superimposed, even as the operator have been made to allow the specified selection (Note that automatically synthesizing method depending on the kind of combination is defined good).

  The data mixing unit 24 synthesizes video data and audio data under the control of the audio / video data control unit 23. The plurality of data used for combining may be only data stored in the data storage unit 25, or may be received data that has arrived and data stored in the data storage unit 25.

  The provided data storage unit 25 stores moving image data 25a, still image data 25b, and audio data 25c that can be provided to the video phone 6 or the IP video phone 8 (and the operator terminal unit 3).

  As described above, the operator PC 10 is provided with the camera 11, the telephone 12 and the like that can function as an IP videophone, and functions as a videophone related to the operator. The display in the operator PC 10 functions as a display of a video phone, the camera 11 functions as a camera of the video phone, and the telephone 12 functions as an audio input / output device of the video phone. The operator PC 10 performs call control such as incoming / outgoing calls to / from an outside line / extension line according to call control software installed in the PC 10.

  The operator PC 10 also functions as a terminal device operated by the operator. For example, according to the operation of the operator, the operator PC 10 instructs the call center server 2 to select or terminate video data or audio data in the down direction or the up direction, or reads out data stored in the PC 10. Display for operator reference. As such stored data, there is a list of types of data stored in the data storage unit 25 of the call center server 2 (which may be hierarchized), which makes it easy to instruct selection of video data and the like. (Note that such a list data may be extracted from the server side each time).

  The operator PC 10 includes a user interface (UI) unit 31, a communication control unit 32, and a data storage unit 33 as shown in FIG. 5 in order to execute functions other than the above-described videophone function.

  The UI unit 31 controls screen output to the operator, keyboard and mouse input operations, and the like.

The communication control unit 32 communicates with the call center server 2 . In the case of communication using IP packets, the operator terminal unit 3 and the video phone 6 or the IP video phone 8 can communicate with each other without going through the call center server 2 , but this first embodiment In this case, it is assumed that communication is always performed via the call center server 2 . As will be described later in the section of the modified embodiment, direct communication between the operator terminal unit 3 and the video phone 6 or the IP video phone 8 may be enabled.

  The data storage unit 33 includes data required when the operator operates a keyboard or the like (for example, data including a list of data types stored in the data storage unit 25 of the call center server 2). It stores data and the like that are necessary when communicating with users by voice.

(A-2) Operation of First Embodiment Next, various operations of the videophone call center system according to the first embodiment having the above-described configuration will be described.

  First, the operation when a videophone call is made to the call center server 2 will be described with reference to the sequence diagram of FIG.

  A signal (IP packet; for example, INVITE in SIP) for requesting a call connection from the video phone 6 (or IP video phone 8; in the description of the operation, the video phone 6 will be described as the counterpart device) is a call center. The server 2 is reached (S101), and the call center server 2 (the communication control unit 21 thereof) returns a reception response (S102). The video phone 6 and the call center server 2 are connected by a route of the video phone 6 -the video phone network 7 -the gateway 4 -the call center server 2. The connection between the IP video telephone 8 and the call center server 2 is a connection through the path of the IP video telephone 8-IP network 9-call center server 2.

  In the call center server 2, after performing the video IVR process (S103), the process proceeds to the operator call process (S104 to S106). In the video IVR processing, for example, the ACD control unit 22 that has received an incoming call from the communication control unit 21 extracts data for the video IVR from the provided data storage unit 25 via the audio / video data control unit 23, and a videophone. 6 and receives a PB signal from the video phone 6 side to determine a group of the operator terminal unit 3 (for example, a front department of a hotel, an accounting department, a reservation department, etc.). Note that the call center server 2 may not have a video IVR processing function.

  Upon recognizing the group of the operator terminal unit 3, the call center server 2 sends the operator calling guidance and video data for notifying the operator calling to the videophone 6 (S104). The operator terminal unit 3 is selected (S105), and the incoming call is notified to the operator terminal unit 3 (hereinafter referred to as the operator PC 10) determined from the call center server 2 (S106).

  When the operator responds at the operator PC 10 and is notified of this (S107), the call center server 2 (the audio / video data control unit 23) routes the audio and video packets to the built-in exchange switch. Then, a routing state is created in which voice and video data are exchanged between the operator PC 10 and the video phone 6 (S108), and the normal call state of the video phone is shifted (S109).

  Note that the audio data and the video data may be exchanged as separate packets, or may be exchanged at the same time by inserting fields into the same packet. The structure of such a packet is the same not only in a normal call state but also in a special call state as described later.

  In such a normal call state, the audio / video data control unit 23 of the call center server 2 gives the audio and video data from the operator PC 10 to the video phone 6 and supplies the audio and video data from the video phone 6 to the operator. Management data is formed so as to be given to the PC 10, and data to be used for videophone communication is routing-controlled according to the management data.

  Next, an operation when the operator transmits the same type of video data from the call center server 2 to the video phone 6 and the operator terminal unit 3 will be described with reference to the sequence diagram of FIG. FIG. 7 shows the normal call state (S111; S109 in FIG. 6).

  When the operator recognizes the necessity of providing (reproducing) certain video data through a telephone call with a user via a videophone, even if the videophone 6 and the operator PC 10 are in a normal videophone call state (S111). Then, the UI unit 31 running on the operator PC 10 specifies the type of video data to be provided and the playback instruction thereof, whereby the communication control unit 32 running on the operator PC 10 sends the call center server 2 The instruction is transferred (S112). Here, it is assumed that the reproduction instruction here supplies video data in both directions and the audio data is in a call state up to now.

  Such an instruction is received by the communication control unit 21 of the call center server 2 and notified to the audio / video data control unit 23. At this time, the audio / video data control unit 23 exchanges the switch on the built-in video data side. (S113; Thereby, direct video data transmission / reception between the video phone 6 and the operator PC 10 is stopped), and the corresponding video data (moving image data or still image) stored in the provided data storage unit 25 is cancelled. Image data) is reproduced and transmitted to both the video telephone 6 and the operator PC 10 by the communication control unit 21 (S114, S115). Even during the period (one call state) in which the video data stored in the provided data storage unit 25 is transmitted bidirectionally, the audio data is the audio data between the video phone 6 and the operator PC 10. Direct exchange is continued (S116). That is, the established voice path between the video phone 6 and the operator PC 10 is continued.

  For example, a function suitable for the case where the operator and the user simultaneously explain the same moving image (for example, the video of the room of rank A) or still image (price list), and the operator explains by voice by the user. It is.

  The case where the call center server 2 transmits one type of video data to both the video phone 6 and the operator PC 10 has been described above, but two or more types of video data are transmitted to both the video phone 6 and the operator PC 10. You may make it do. When instructing two or more types of video data, the compositing method is also instructed. When two or more types of video data are transmitted, the data mixing unit 24 performs a combining process according to the specified combining method. The composition method may be a method for obtaining a composite image in which the foreground is superimposed on the background, or a parallel writing method in which the positions of a plurality of types of images are made different. Furthermore, the video data of the operator acquired by the camera 11 of the operator PC 10 may be used as one type of video data to be combined (in this case, the received video data and the video data read from the provided data storage unit 25). Or the video data transmitted from the video phone 6 (in this case, the received video data and the video data read from the provided data storage unit 25 may be combined). Become). Furthermore, the operator PC 10 may instruct text data, and video data (image data) obtained by developing the text data may be used as data to be combined.

  Further, one type of video data instructed from the operator PC 10 to be transmitted to both the video phone 6 and the operator PC 10 may be operator video data acquired by the camera 11 of the operator PC 10. It may be video data transmitted from.

  The operator instructs the operator PC 10 to stop bi-directional identical video transmission when returning the state where the same video data has been transmitted to both the video phone 6 and the operator PC 10 to the normal call state. Recognizing such an instruction operation, the UI unit 31 causes the communication control unit 32 to transmit a call control IP packet for bidirectional transmission stop instruction to the call center server 2 (S117).

  Such a bidirectional transmission stop instruction is received by the communication control unit 21 of the call center server 2 and notified to the audio / video data control unit 23. At this time, the audio / video data control unit 23 receives the audio and video from the operator PC 10 and Management data is formed so that video data is supplied to the video phone 6 and audio and video data from the video phone 6 is supplied to the operator PC 10, and the built-in exchange switch is routed according to the management data (S118). Then, the normal call state is restored (S119).

  In the above, the case where the operator is returned to the normal call state based on the transmission stop operation on the operator PC 10 by the operator has been described. However, when the video data related to the bidirectional transmission is one type and has advanced to the end of the video (two types In the above case, when everything has progressed to the end: if it is a still image, when the instructed providing time ends), the normal call state return operation similar to the above may be automatically performed. good. However, the automatic return function may not be provided, and the return to the normal call state may be limited to the operation from the operator.

  FIG. 8 is a sequence diagram of an operation when the operator switches the video data providing method to a special method from the state in which the same video data is transmitted to both the video phone 6 and the operator PC 10. FIG. 8 shows the state from steps S114 to S116 in FIG.

  For example, an operator who felt the necessity of a special provision method of video such as fast-forwarding, rewinding, pausing, etc. of the provided video in a conversation with the user when providing a landscape video near the hotel to the user, The UI unit 31 running on the operator PC 10 instructs the specific provision method of the desired video, whereby the communication control unit 32 running on the operator PC 10 informs the call center server 2 of the special provision method. The instruction is transferred (S121).

  Such a special provision method instruction is received by the communication control unit 21 of the call center server 2 and notified to the audio / video data control unit 23. At this time, the audio / video data control unit 23 determines the video data provision method. The instructed special provision method is changed and transmitted to both the video phone 6 and the operator PC 10 (S122, S123). Even in this case, voice data continues to be directly exchanged between the video phone 6 and the operator PC 10 (S124).

  For example, if the special provision method is fast-forwarding, the audio / video data control unit 23 shortens the frame readout cycle of the moving image data from the provision data storage unit 25, and multiple frames of video data read out in the short cycle Is inserted into the same IP packet by the communication control unit 21, so that fast-forward video data is simultaneously transmitted to the video phone 6 and the operator PC 10. Also, for example, if the special provision method is rewind, the audio / video data control unit 23 reverses the reading order (frame number) of the frame of the moving image data from the provision data storage unit 25 from the time when the instruction is received. Thus, the rewind video data is simultaneously transmitted to the video phone 6 and the operator PC 10 by reading the video data of each frame. Further, for example, if the special provision method is paused, the audio / video data control unit 23 fixes the frame reading of the moving image data from the provision data storage unit 25 to the frame number at the time when the instruction is received. By doing so, the pause video data is simultaneously transmitted to the video phone 6 and the operator PC 10.

  Although the sequence diagram is omitted, when the operator performs an operation of canceling the special provision method to the operator PC 10, the cancel instruction is transferred from the operator PC 10 to the call center server 2, and at this time, the audio / video data control unit 23 changes the video data provision method from the special provision method to the general provision method, and transmits the video data according to the general provision method to both the video phone 6 and the operator PC 10. Even in this case, direct transmission / reception of the audio data between the video phone 6 and the operator PC 10 is continued.

  In addition, the operator can perform an operation of returning to the normal call state from the state in which the video data is simultaneously transmitted (provided) to the video phone 6 and the operator PC 10 by the special provision method. The normal call state can be restored by a sequence substantially similar to that shown in FIG.

  FIG. 9 is a sequence diagram showing an operation when only the call on the operator side is disconnected. FIG. 9 shows a case where the state immediately before the disconnection instruction is a state (S114 to S116) in which the video data is simultaneously transmitted to both the video phone 6 and the operator PC 10.

  For example, when it is determined that the operator can provide information to the user by guidance voice and video without being intervened thereafter, the operator explains the fact to the user by voice and then executes it on the operator PC 10. When the operator call disconnecting operation is performed using the UI unit 31, the communication control unit 32 executed on the operator PC 10 transfers an operator call disconnecting instruction to the call center server 2 (S131). For example, the operator call disconnection instruction also includes video and audio data specifying information provided to the video phone 6 (however, when video data transmission is continued, only audio data specifying information is included).

  In the call center server 2 to which the operator call disconnection instruction is given, the audio / video data control unit 23 releases the exchange switch between the video phone 6 and the operator PC 10 for the audio data (the audio data is also disconnected). After the operator call is disconnected), the management data of the ACD control unit 22 is updated (S132), and then the video and audio data in the provided data storage unit 25 specified by the disconnection instruction is read out and the television set is read. It is transmitted to the telephone 6 (S133). In addition, what was transmitted until now as video data may be continued.

Although illustration is omitted, when the video and audio data being transmitted reaches the end (this is excluded in the case of a server that repeatedly transmits), or the user of the videophone 6 When an on-hook operation is performed and a call control IP packet representing the arrival reaches the call center server 2, the call center server 2 ends the provision of video and audio data and also disconnects the call with the video phone 6. .

  The operator may instruct to disconnect only the operator call from the normal call state as the videophone communication (see S109 in FIG. 6). In this case, the operation is the operation shown in FIG. Is almost the same.

  As described above, the call between the operator PC 10 and the call center server 2 can be disconnected and the communication channel related to the operator terminal unit 3 can be released, so that the operator can receive other incoming calls. .

  FIG. 10 shows a case where the call center server 2 shifts to a state in which special video data is transmitted only to the video phone 6 from the normal call state of the video phone (see S109 in FIG. 6) and returns from the state. It is a sequence diagram which shows the operation | movement at the time of doing.

  When the operator recognizes the necessity of providing (reproducing) certain video data to the user through a telephone call with the user via the videophone, the video data is transmitted from the UI unit 31 running on the operator PC 10. A telephone image provision instruction including type specifying information is issued, and the communication control unit 32 executed on the operator PC 10 transfers the telephone image provision instruction to the call center server 2 (S141). Note that the telephone image provision instruction here transmits video data originating from the call center server 2 to the video phone 6, transmits imaged video data from the video phone 6 to the operator PC 10, and the audio data is now It is assumed that the normal call state until.

  Such a telephone image provision instruction is received by the communication control unit 21 of the call center server 2 and notified to the audio / video data control unit 23. At this time, the audio / video data control unit 23 transmits the video to the video phone 6 side. After canceling the exchange state of the data transmission switch (S142; as a result, the path of the captured video data from the operator PC 10 to the video phone 6 is blocked), the corresponding video stored in the provided data storage unit 25 Data (moving image data or still image data) is reproduced and transmitted to the video phone 6 by the communication control unit 21 (S143). On the other hand, the audio / video data control unit 23 continues the state of transmitting the captured video data from the video phone 6 to the operator PC 10 (S144), and the audio data also continues the communication state so far (S145). .

  For example, a certain video (for example, video of a room of rank A) or a still image (price list) is provided to the user, and the operator explains the user's facial expression etc., and the operator explains to the user by voice. This is a suitable function in such cases.

  Also in this case, the video data given to the video phone 6 side is not limited to one type of video data, and may be two or more types of video data, and the composition method is not limited to one type. . Further, as one type of video data to be combined, it may be an operator's captured video data acquired by the camera 11 of the operator PC 10 (also in this case, it is read from the received video data and the provided data storage unit 25). Video data, etc.). Furthermore, the operator PC 10 may instruct text data, and the video data (image data) obtained by developing the text data may be the video data itself to be transmitted to the video phone 6 or one type.

  When the operator returns the video data transmitted from the call center server 2 to the video phone 6 to the normal call state, the operator stops the telephone video provision transmission to the operator PC 10. The UI unit 31 that gives an instruction and recognizes such an instruction operation causes the communication control unit 32 to transmit the stop instruction (call control IP packet) to the call center server 2 (S146).

  Such a telephone image provision transmission stop instruction is received by the communication control unit 21 of the call center server 2 and notified to the audio / video data control unit 23. At this time, the audio / video data control unit 23 receives an instruction from the operator PC 10. The internal management data is updated so that the audio and video data is supplied to the video phone 6 and the audio and video data from the video phone 6 is supplied to the operator PC 10, and the routing of the built-in exchange switch is controlled according to the management data. Then (S147), the normal call state is restored (S148). The switch operation here is a switch operation for giving the video data from the operator PC 10 to the video phone 6.

  In the above, the case of returning to the normal call state based on the stop operation by the operator has been shown. However, when the video data to the video phone 6 is one type and has advanced to the end of the video (in the case of two or more types) When everything has progressed to the end: when the provided time for a still image has ended, the operation for returning to the normal call state as described above may be automatically performed. However, the automatic return function may not be provided, and the return to the normal call state may be limited to the operation from the operator.

  FIG. 11 shows a sequence of operations when the operator switches the method of providing video data to the video phone 6 from a state where the call center server 2 transmits special video data only to the video phone 6 to a special method. FIG. In addition, FIG. 11 has shown from the state of step S143-S145 in FIG.

  For example, an operator who felt the necessity of a special provision method of video such as fast-forwarding, rewinding, pausing, etc. of the provided video in a conversation with the user when providing a landscape video near the hotel to the user, The UI unit 31 running on the operator PC 10 instructs the video phone 6 to specify the desired special provision method of the video data, whereby the communication control unit 32 running on the operator PC 10 calls the call center server. The instruction of the special provision method is transferred to 2 (S151).

  Such an instruction of the special provision method is received by the communication control unit 21 of the call center server 2 and notified to the audio / video data control unit 23. At this time, the audio / video data control unit 23 sends the video to the video phone 6. The data provision method is changed to the designated special provision method, and the video data created according to the special provision method is transmitted to the video phone 6 (S152). Even in this case, the audio / video data control unit 23 continues the state of transmitting the captured video data from the video phone 6 to the operator PC 10 (S153), and the audio data also keeps the communication state until now. Continue (S154).

  In the case where the special providing method is fast forward, rewind, and pause, an example of a method of processing the provided video data so as to follow it is as described above.

  Although the sequence diagram is omitted, when the operator performs an operation for canceling the special provision method of the video data to the video phone 6, the cancel instruction is transferred from the operator PC 10 to the call center server 2. At this time, the audio / video data control unit 23 changes the video data providing method from the special providing method to the general providing method, and transmits the video data according to the general providing method to the video phone 6. Even in this case, the state in which the captured video data from the video phone 6 is transmitted to the operator PC 10 is continued, and the audio data is also maintained in the communication state so far.

  In addition, the operator can perform an operation to return to the normal call state from the state where the video data is provided to the video phone 6 by the special provision method. In this case, the operation is almost the same as that shown in FIG. The normal call state can be restored by a simple sequence.

  FIG. 12 is a sequence diagram showing an operation when only a call on the operator side is disconnected from a call state in which the call center server 2 transmits special video data only to the video phone 6. FIG. 12 shows the state from steps S143 to S145 in FIG. 10 (calling state in which the call center server 2 transmits special video data only to the video phone 6).

  For example, when it is determined that the operator can provide information to the user by guidance voice and video without being intervened thereafter, the operator explains the fact to the user by voice and then executes it on the operator PC 10. When the operator call disconnecting operation is performed using the UI unit 31, the communication control unit 32 running on the operator PC 10 transfers an operator call disconnecting instruction to the call center server 2 (S161). For example, the operator call disconnection instruction also includes video and audio data specifying information provided to the video phone 6 (however, when video data transmission is continued, only audio data specifying information is included).

  In the call center server 2 to which the operator call disconnection instruction is given, the audio / video data control unit 23 releases the exchange switch between the video phone 6 and the operator PC 10 for the audio data (the audio data is also disconnected). After the operator call has been disconnected), the management data of the ACD control unit 22 is updated (S162), and then the video and audio data in the provided data storage unit 25 specified by the disconnection instruction is read out and the television set is read. The telephone 6 is transmitted (S163). In addition, what was transmitted until now as video data may be continued.

  As described above, even when the call center server 2 transmits special video data only to the video phone 6, the call between the operator PC 10 and the call center server 2 is disconnected and communication related to the operator terminal unit 3 is performed. The channel can be released, which allows the operator to receive other incoming calls.

(A-3) Effects of First Embodiment According to the videophone call center system of the first embodiment, the following effects can be obtained.

  During a call between the user of the videophone and the operator, one or more images designated by the operator are transmitted to the videophone at the timing designated by the operator, and the video transmitted to the videophone is also transmitted to the operator PC. Can do. In addition, the operator can play the designated video while talking with the user of the videophone by voice. As a result, the video requested by the user using the videophone is sent in accordance with the operator's instruction, and the operator provides detailed services for the information desired by the user while viewing the image sent to the videophone. It becomes possible to provide.

  In addition, during a call between the user of the video phone and the operator, one or more videos designated by the operator can be transmitted to the video phone at the timing instructed by the operator, and the video captured by the video phone can be transmitted to the operator. . Accordingly, it is possible to send an image according to a request of a user who uses the videophone in accordance with an operator instruction, and to respond while the operator is watching the user's reaction.

  The operator can switch the video being transmitted to the videophone to a video that has been specially reproduced (fast forwarded, rewound, paused, etc.) in accordance with the user's request.

  Further, since the operator can immediately display information such as subtitles in the video while making a videophone call, the amount of information provided from the operator can be increased.

  Furthermore, the operator can disconnect the call between the operator and the call center server while playing back the designated audio and video to the video phone, so that the designated video and the video phone can be disconnected during playback and transmission. You can make a call.

(B) Second Embodiment Next, a second embodiment of the videophone call center server and its processing method according to the present invention will be described with reference to the drawings.

  In the first embodiment described above, an operator (operator terminal unit 3) must disconnect a call with a user of a certain videophone (including an IP videophone) (disconnect along the route to the call center server). I couldn't talk to other videophone users.

  The videophone call center system according to the second embodiment does not reach a call with other videophone users, but the other videophone users (waiting call users) that the operator is on standby are waiting for. The function for viewing images is added to the function provided by the first embodiment.

  Since the hardware configuration of the videophone call center system of the second embodiment is almost the same as that of the first embodiment, the description thereof is omitted.

  FIG. 13 is a sequence diagram showing an operation of notifying the operator PC of a video image of a waiting call user during a call between a user of a video phone or an IP video phone (in the figure, a video phone) and an operator. FIG. 13 shows a case where a certain videophone (indicated by reference numeral 6A) and the operator PC 10 are in a normal call state (S109 in FIG. 6).

  When a videophone 6A and operator PC 10 are in a normal call state and a new incoming call comes from another videophone (indicated by reference numeral 6B) (S171), the call center server 2 responds (S172). Then, the calling guidance is sent to the video phone 6B (S173). Note that the video IVR processing or the like may be performed before sending the calling guidance. Further, in the state of sending the calling guidance, the call between the video phone 6B and the call center server 2 is established, but the call center server 2 receives the video data and audio data from the receiving video phone 6B side. Has been destroyed.

  For example, when the operator makes a call with the user of the video phone 6A and then tries to confirm the status of the user who is scheduled to make a call in advance, the operator uses the UI unit 31 of the operator PC 10 to wait for the call. Is displayed, and this instruction is transmitted to the call center server 2 by the communication control unit 32 (S174). Note that the call center server 2 notifies the operator PC 10 of the operator terminal unit 3 in charge of the waiting call determined by the function of the ACD control unit 22 of the presence of the waiting call using a call control packet or the like, and the operator PC 10 However, it may be displayed separately from the call, and the operator may instruct video display of the waiting call accordingly.

  The audio / video data control unit 23 of the call center server 2 to which such an instruction is given via the communication control unit 21 gives the video image data from the operator PC 10 to the video phone 6A for the video data exchange switch function. And the setting control is performed so that the imaged video data from the video phone 6B is given to the operator PC 10 (S175), whereby the imaged video data from the operator PC 10 is given to the video phone 6A and the image taken from the video phone 6B is taken. The state is switched to a state in which the video data is given to the operator PC 10 (S176, S177). As for the audio data, the communication state so far between the video phone 6A and the operator PC 10 is continued (S178).

  Note that video data designated by the operator such as video data stored in the call center server 2 for the video phone 6A during a period when the video image data of the video phone 6B for waiting call is given to the operator PC 10. (However, it is also possible to provide captured video data and combined data of captured video data and other video data).

  When returning from the video display state of the waiting call to the normal call state with the videophone 6A of the other terminal connected to the original call, the operator uses the UI unit 31 of the operator PC 10 to instruct to stop the waiting call display. Thus, the instruction is given from the communication control unit 32 to the call center server 2 (S179). The audio / video data control unit 23 of the call center server 2 to which such a stop instruction is given via the communication control unit 21 performs setting control for returning to the normal call state with the video phone 6A for the video data exchange switch function. In step S180, the video phone 6A and the operator PC 10 return to the normal call state (S181).

  According to the second embodiment, in addition to the same effects as those of the first embodiment, the following effects can be achieved. Since the operator can arbitrarily designate the video data on the user side transmitted from the call center server 2 to the operator PC 10, the video of the other party waiting for the operator connection on the video call to the call center is displayed on the operator PC 10. Can be displayed. Thereby, since the operator can grasp in advance the operator connection waiting state, it is possible to prepare for the response to the corresponding user.

(C) Other Embodiments In the description of each of the above-described embodiments, various modified embodiments have been referred to. However, modified embodiments as exemplified below can be given.

  In the operation sequence of FIG. 10 and FIG. 11 in the description of the first embodiment, the call center server 2 corresponds to the corresponding video data stored in the provided data storage unit 25 or a special provision method for the video data ( The video data that has been processed such as fast-forward, rewind, and pause is transmitted to the video phone 6 and the captured video data from the video phone 6 is given to the operator PC 10 (S143 to S145 or S152). In step S154), the call center server 2 gives the video data transmitted to the video phone 6 in addition to the captured video data from the video phone 6 to the operator PC 10 in parallel so that the operator PC 10 displays the synthesized data. Also good. The difference between the two types of video data may be distinguished by, for example, a payload header in an IP packet to the operator PC or a bit at a predetermined position in the payload. As a synthesis method, when it is sufficient to know what kind of content the video data transmitted to the video phone 6 is flowing, it does not interfere with the captured video data from the video phone 6 at the corner of the display screen of the operator PC 10. A combining method for displaying the image may be applied.

  For example, since the operator can grasp the contents of the video (for example, the video of the room of rank A) or the still image (price list) provided to the user, the operator can determine which video and still image the user has. This function is suitable for the case where the operator explains to the user by voice while grasping what kind of facial expression the user is viewing.

Also, for example, an operator can create video data created according to a special provision method such as fast-forwarding, rewinding, or pausing the provided video in a conversation with the user when providing a video of the scenery in the vicinity of the hotel. Since the contents can be grasped, this function is suitable for the case where the operator explains to the user by voice while grasping what expression the user showed when viewing the video. is there.

  In each of the above-described embodiments, the call center server is described as being configured as a single unit. However, the call center server may be configured by a plurality of servers, or the functions may be distributed among a plurality of servers. .

  In each of the above embodiments, the videophone terminals that can be supported by the videophone call center system are the videophone 6 that uses the ISDN line (videophone network 7) and the IP videophone 8 that uses the IP network 9. Although shown, the videophone call center system of the present invention may be constructed so that only one of the videophone 6 or the IP videophone 8 can be handled.

  Furthermore, the videophone terminal targeted by the present invention is not limited to a fixed telephone terminal, and may be a portable terminal. The videophone terminal of the present invention may be a telephone terminal having a video and audio data transmission / reception function, and includes a mobile phone with a camera.

  Furthermore, in each of the above-described embodiments, a case has been described in which transmission / reception of video data is changed in various modes while maintaining a voice data call state between a videophone terminal and an operator terminal (operator terminal unit). However, conversely, transmission / reception of audio data may be changed in various ways while maintaining a video data call state between the videophone terminal and the operator terminal. In this case, the audio / video data control unit in the call center server performs various settings and cancellations on the audio data exchange switch function unit. Further, the voice data is read from the provided data storage unit by an instructed method or the like, or a plurality of voice data is synthesized.

  The configuration of the operator terminal unit is not limited to that described above. For example, a combination of an IP videophone and a personal computer used only for data input may be used.

1 is a block diagram showing an overall configuration of a videophone call center system according to a first embodiment. It is a connection diagram which shows the other structural example of the operator terminal part of 1st Embodiment. It is a block diagram which shows the functional structure of the call center server of 1st Embodiment. It is explanatory drawing of the classification management data in the audio | voice / video data control part of 1st Embodiment. It is a block diagram which shows the functional structure of operator PC of 1st Embodiment. It is a sequence diagram which shows the operation | movement at the time of the incoming call from the video telephone of 1st Embodiment. It is a sequence diagram which shows the operation | movement at the time of transmitting simultaneously the same video data from a call center server with respect to the video telephone and operator PC in 1st Embodiment, and its cancellation | release operation | movement. It is a sequence diagram which shows the operation | movement at the time of switching the provision method of video data from the simultaneous transmission state of the same video data to the video telephone and operator PC of 1st Embodiment to a special method. It is a sequence diagram which shows the operation | movement at the time of cut | disconnecting only the call of the operator side of 1st Embodiment. A sequence showing operations when the call center server shifts to a state in which special video data is transmitted only to the video phone from the normal call state of the video phone according to the first embodiment, and when returning from that state. FIG. It is a sequence diagram which shows the operation | movement at the time of switching the provision method of the special video data which the call center server is transmitting only with respect to the video telephone of 1st Embodiment to a special method. It is a sequence diagram showing an operation when only a call on the operator side is disconnected from a state in which the call center server transmits special video data only to the video phone according to the first embodiment. It is a sequence diagram which shows the operation | movement which notifies operator PC of the image | video of the user of the waiting call of 2nd Embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Video telephone call center system, 2 ... Call center server, 3 ... Operator terminal part, 4 ... Gateway, 5 ... LAN, 6, 6A, 6B ... Video telephone, 7 ... Video telephone network, 8 ... IP video telephone, 9 ... IP Network 10, operator PC (operator PC) 11, camera 12, telephone, 21 communication control unit 22 ACD control unit 23 audio / video data control unit 24 data mixing unit 25 Data storage unit 31 User interface (UI) unit 32 Communication control unit 33 Data storage unit

Claims (32)

In a videophone call center server connected to a plurality of communication devices and a plurality of operator communication devices,
A data storage unit storing image data to be provided to the communication device;
Connection between any of the communication devices and the operator communication device, a connection control unit for controlling communication,
The connection control unit
A first processing unit that receives a first signal requesting a call connection from a first communication device;
A second processing unit for transmitting to the first communication device a second signal having first image data relating to an automatic response function extracted from the data storage unit;
A third processing unit for receiving a third signal having information selected based on the second signal from the first communication device;
A fourth processing unit for selecting a first operator communication device related to the third signal and controlling the communication state of the videophone between the first communication device and the first operator communication device; ,
A fifth processing unit for receiving, from the first operator communication device, a fourth signal having operation information for disconnecting a call with the first communication device and specific information for specifying second image data ;
Upon reception of the fourth signal, the second image data taken out from the data storage unit based on the specific information is obtained after the call between the first communication device and the first operator communication device is disconnected. A videophone call center server, comprising: a sixth processing unit that transmits a fifth signal to the first communication device.   When the second image data included in the fifth signal reaches the end, or when the connection control unit receives a sixth signal including disconnection information from the first communication device, the connection control unit The videophone call center server according to claim 1, further comprising a seventh processing unit that disconnects a call to one communication device. The data storage unit further stores audio data to be provided to the communication device,
The videophone call center server according to claim 1 or 2, wherein the fifth signal includes first audio data extracted from the data storage unit in addition to the second image data. The connection control unit further includes:
An eighth processing unit for transmitting a seventh signal having the third image data extracted from the data storage unit to the first communication device;
A ninth processing unit for receiving an eighth signal having operation information for disconnecting a call with the first communication device from the first operator communication device;
A tenth processing unit for continuously transmitting the seventh signal to the first communication device after disconnecting the call between the first communication device and the first operator communication device when receiving the eighth signal The videophone call center server according to claim 1, further comprising:   The connection control unit is further configured to receive the ninth signal when the third image data included in the seventh signal reaches the end or when the ninth signal including disconnection information is received from the first communication device. 5. The videophone call center server according to claim 4, further comprising an eleventh processing unit that disconnects a call to one communication device. The data storage unit further stores audio data to be provided to the communication device,
6. The videophone call center server according to claim 4 or 5, wherein the seventh signal includes second audio data extracted from the data storage unit in addition to the third image data. The connection control unit further includes:
A twelfth processing unit that receives, from the first operator communication device, a tenth signal having information for providing the fourth image data stored in the data storage unit to the first communication device;
When the tenth signal is received, the call state of the image from the first operator communication device to the first communication device is changed from the call state of the videophone to the first communication device. And a thirteenth processing unit for changing the state of image communication from the first communication device to the first operator communication device to a state of videophone call. The videophone call center server according to claim 1, wherein: The connection control unit further includes:
A fourteenth processing unit for receiving a twelfth signal having information for stopping the provision of the fourth image data from the first operator communication device to the first communication device;
When the twelfth signal is received, the image communication state from the first operator communication device to the first communication device is changed from the state in which the eleventh signal is transmitted to the first communication device. 8. A fifteenth processing unit for returning to a call state and changing a call state of an image from the first communication device to the first operator communication device to a videophone call state. The videophone call center server described in 1.   The connection control unit further determines a call state from the first operator communication device to the first communication device when the fourth image data included in the eleventh signal reaches a termination. From the state in which the eleventh signal is transmitted to the communication device, the state is returned to the videophone call state, and the image call state from the first communication device to the first operator communication device is changed to the videophone call state. The videophone call center server according to claim 7, further comprising a sixteenth processing unit. The connection control unit further includes:
Seventeenth processing for receiving from the first operator communication device a thirteenth signal having information for providing the fourth image data to the first communication device in a special manner such as fast forward, rewind, and pause And
When receiving the thirteenth signal, the communication state of the image from the first operator communication device to the first communication device is changed from the state in which the eleventh signal is transmitted to the first communication device. The eleventh signal is switched to a state in which the eleventh signal is transmitted to the communication device in a special manner, and the image communication state from the first communication device to the first operator communication device is changed to a videophone call state. The videophone call center server according to claim 7, further comprising: a processing unit. The connection control unit further includes:
A nineteenth processing unit for receiving, from the first operator communication device, a fourteenth signal having information for canceling provision of the fourth image data in the special mode to the first communication device;
When receiving the fourteenth signal, cancel the state in which the eleventh signal is transmitted to the first communication device in a special manner, and call the image from the first communication device to the first operator communication device. The video phone call center server according to claim 10, further comprising: a twentieth processing unit that sets the state to a video phone call state.   The connection control unit further determines a voice call state from the first operator communication device to the first communication device in a call state between the first operator communication device and the first communication device. And a 21st processing unit for setting a voice call state from the first communication device to the first operator communication device to be a videophone call state as well as a videophone call state. The videophone call center server according to any one of claims 7 to 11. The connection control unit further includes:
A twenty-second processing unit for receiving a fifteenth signal having operation information for disconnecting a call with the first communication device from the first operator communication device;
When the fifteenth signal is received, the call between the first communication device and the first operator communication device is disconnected, and then the fifth data stored in the data storage unit is stored in the first communication device. The videophone call center server according to claim 7 or 10, further comprising: a twenty-third processing unit that transmits a sixteenth signal having image data. The connection control unit further includes:
A twenty-fourth processing unit that receives, from the first operator communication device, a seventeenth signal having operation information for disconnecting a call with the first communication device;
Upon reception of the seventeenth signal, the telephone communication between the first communication device and the first operator communication device is disconnected, and then the first communication device and the first communication device are connected to the first communication device. 11. The videophone according to claim 7, further comprising: a 25th processing unit configured to continuously transmit the eleventh signal that has been transmitted before disconnecting the call with the operator communication device. Call center server. The connection control unit further includes:
A twenty-sixth processing unit that receives, from the first operator communication device, an eighteenth signal having information requesting an image from the second communication device on standby;
When receiving the eighteenth signal, the image communication state from the first operator communication device to the first communication device is changed to a videophone call state, and from the first communication device to the first communication device. The communication state of the image to the operator communication device is switched to the communication state of the image from the second communication device to the first operator communication device, and the first operator communication device and the first communication device are switched. The videophone call center server according to claim 7, further comprising: a twenty-seventh processing unit that sets a voice call state between the mobile phone and the telephone to a videophone call state. The connection control unit further includes:
A twenty-eighth processing unit for receiving a nineteenth signal having information for stopping the provision of an image from the second communication device from the first operator communication device;
When receiving the nineteenth signal, the communication state of the image from the first communication device to the first operator communication device and the communication state of the image from the first communication device to the first operator communication device And a 29th processing unit for setting both the image call state and the voice call state between the first operator communication device and the first communication device to a videophone call state. The videophone call center server according to claim 15. In a processing method of a videophone call center server connected to a plurality of communication devices and a plurality of operator communication devices,
The videophone call center server includes a data storage unit that stores image data to be provided to the communication device, and a connection control unit that controls connection and communication between any of the communication devices and the operator communication device. And
The connection control unit
Receiving a first signal requesting a call connection from a first communication device;
A second signal having first image data relating to an automatic response function extracted from the data storage unit is transmitted to the first communication device;
Receiving a third signal having information selected based on the second signal from the first communication device;
Selecting a first operator communication device related to the third signal, and controlling the communication state of the videophone between the first communication device and the first operator communication device;
When receiving the fourth signal having the operation information for disconnecting the call with the first communication device and the specific information for specifying the second image data from the first operator communication device,
After the call between the first communication device and the first operator communication device is disconnected, a fifth signal having second image data extracted from the data storage unit based on the specific information is sent to the first signal. A videophone call center server processing method, comprising: transmitting to a communication device.   The connection control unit receives the first signal when the second image data included in the fifth signal reaches the end or when the sixth signal including disconnection information is received from the first communication device. 18. The method of processing a videophone call center server according to claim 17, wherein the call with the communication device is disconnected. The data storage unit further stores audio data to be provided to the communication device,
19. The processing method of a videophone call center server according to claim 17 or 18, wherein the fifth signal includes first audio data extracted from the data storage unit in addition to the second image data. The connection control unit
An operation for disconnecting a call with the first communication device from the first operator communication device while transmitting a seventh signal having the third image data extracted from the data storage unit to the first communication device. When an eighth signal having information is received,
18. The seventh signal is continuously transmitted to the first communication device after disconnecting a call between the first communication device and the first operator communication device. Processing method of a videophone call center server.   The connection control unit receives the first signal when the third image data included in the seventh signal reaches the end, or when the ninth signal including disconnection information is received from the first communication device. 21. The processing method of a videophone call center server according to claim 20, wherein the call with the communication device is disconnected. The data storage unit further stores audio data to be provided to the communication device,
22. The processing method of a videophone call center server according to claim 20 or 21, wherein the seventh signal includes second audio data extracted from the data storage unit in addition to the third image data. The connection control unit
When a tenth signal having information for providing the fourth image data stored in the data storage unit is received from the first operator communication device to the first communication device,
The communication state of the image from the first operator communication device to the first communication device is transmitted, and the eleventh signal having the fourth image data is transmitted from the communication state of the videophone to the first communication device. 18. The videophone call center server according to claim 17, wherein the videophone call state of the image from the first communication device to the first operator communication device is a videophone call state. Processing method. The connection control unit
When receiving a twelfth signal having information for stopping the provision of the fourth image data from the first operator communication device to the first communication device,
The communication state of the image from the first operator communication device to the first communication device is returned from the state in which the eleventh signal is transmitted to the first communication device to the communication state of the videophone, and the first 24. The processing method of a videophone call center server according to claim 23, wherein a video call state from one communication device to the first operator communication device is a videophone call state.   When the fourth image data included in the eleventh signal reaches the end, the connection control unit indicates a call state from the first operator communication device to the first communication device. From the state in which the eleventh signal is transmitted to the videophone call state, and the image call state from the first communication device to the first operator communication device is set to the videophone call state. The processing method of a videophone call center server according to claim 23. The connection control unit
When receiving a thirteenth signal having information provided in a special mode such as fast-forwarding, rewinding, and pausing the fourth image data from the first operator communication device to the first communication device,
The communication state of the image from the first operator communication device to the first communication device is changed from the state in which the eleventh signal is transmitted to the first communication device to the eleventh signal to the first communication device. 24. The state of switching to a state of transmitting in a special mode, and the call state of an image from the first communication device to the first operator communication device is a video phone call state. Processing method of a videophone call center server. The connection control unit
When the fourteenth signal having information for canceling the provision of the fourth image data in the special mode to the first communication device is received from the first operator communication device,
The state of transmitting the eleventh signal to the first communication device in a special manner is canceled, and the call state of the image from the first communication device to the first operator communication device is changed to the call state of the videophone. 27. The processing method of a videophone call center server according to claim 26.   The connection control unit is configured to change a voice call state from the first operator communication device to the first communication device in a call state between the first operator communication device and the first communication device. 28. The video phone call state, and the voice call state from the first communication device to the first operator communication device is a video phone call state. A processing method for a videophone call center server according to any one of the above. The connection control unit
When a fifteenth signal having operation information for disconnecting a call with the first communication device is received from the first operator communication device,
After disconnecting the call between the first communication device and the first operator communication device, the 16th signal having the fifth image data stored in the data storage unit is sent to the first communication device. 27. The processing method of a videophone call center server according to claim 23 or claim 26, wherein the transmission is performed. The connection control unit
When a seventeenth signal having operation information for disconnecting a call with the first communication device is received from the first operator communication device,
After the call between the first communication device and the first operator communication device is disconnected, the call between the first communication device and the first operator communication device is disconnected at the first communication device. 27. The processing method of the videophone call center server according to claim 23 or 26, wherein the eleventh signal transmitted before processing is continuously transmitted. The connection control unit
When an 18th signal having information requesting an image from the second communication device on standby is received from the first operator communication device,
The call state of the image from the first operator communication device to the first communication device is set as a video phone call state, and the image call from the first communication device to the first operator communication device. The state is switched to an image call state from the second communication device to the first operator communication device, and a voice call state between the first operator communication device and the first communication device. 24. The processing method of a videophone call center server according to claim 23, wherein the videophone call state is set as a videophone call state. The connection control unit
When a nineteenth signal having information for stopping the provision of an image from the second communication device is received from the first operator communication device,
The communication state of the image from the first communication device to the first operator communication device is returned to the communication state of the image from the first communication device to the first operator communication device, and the first operator 32. The processing method of a videophone call center server according to claim 31, wherein both the image call state and the voice call state between the communication device and the first communication device are set as a videophone call state. .

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