JP5573089B2 - Incoming call notification method for telephone exchanges and extension telephones - Google Patents

Description

  The present invention relates to a telephone exchange, and more particularly to a technique for notifying an extension telephone of a call received from an outside line to a telephone exchange.

  Patent Document 1 discloses an operator terminal suitable for managing call voice data in a call center. The operator terminal records call voice data, separates the call voice data into customer voice data and operator voice data, analyzes each emotional state, and associates the recorded call voice data with each analysis result. Manage. Thereby, the operator can search the recorded call voice data from the customer or the emotional state of the operator, and can improve the work efficiency in the call center.

Japanese Patent Laid-Open No. 2005-192024

  By the way, when a telephone exchange is used in a call center or the like, an operator as a window is called for an incoming call from an outside line, and this operator is made to select an appropriate person based on the state of the caller and the like. In general, there is a method of performing a telephone intermediary operation for a given responder, or a method of calling all the responders and responding to any one of the responders.

  However, in the former case, a telephone intermediary work by an operator is always generated and is complicated. Also in the latter case, when the responding responder does not have the skill to cope with the state of the caller, the work of transferring the call to another responding person occurs and is complicated. Note that the technique described in Patent Document 1 supports a search operation of recorded call voice data, and does not take into account any support for the operation of relaying a call from a customer to a customer at a call center or the like. Not.

  The present invention has been made in view of the above circumstances, and an object of the present invention is to provide a technique that makes it possible to relay a call from a customer to an appropriate person.

  In order to solve the above-mentioned problems, the present invention specifies the emotional tendency of a caller from past call results when a call is received from an outside line in a telephone exchange, and this emotional trend from a plurality of respondents. Select a respondent with a skill level that can respond to Then, an incoming call notification is transmitted to the extension telephone of the selected attendant.

For example, one aspect of the present invention is a telephone exchange that accommodates an outside line and a plurality of extension telephones.
For each customer, customer information storage means for storing the customer's telephone number and emotion tendency,
For each responder, an attendant information storage means for storing the extension number and skill level of the responder;
Corresponding information storage means for storing the skill level of the respondent who can respond to the telephone of the customer having the emotion tendency for each emotion tendency,
Compatibility information storage means for storing a combination of a customer's telephone number and an extension number of a customer who should not answer a call from the customer;
When a call is received from the outside line, the emotion tendency of the caller of the call is specified from the customer information storage means based on the caller number of the call, and the specified emotion tendency is determined from the correspondence information storage means. The skill level of the responder who can respond to the customer's phone is specified , and the compatibility information storage is associated with the caller number of the call which is the extension number of the responder having the specified skill level An attendant selection means for selecting at least one extension number other than the extension number stored in the means from the attendee information storage means ;
An incoming call notification transmitting means for transmitting an incoming call notification for the call to the extension telephone identified by the extension number selected by the respondent selecting means;
Emotion data generation means for generating emotion data for each of the customer and the customer by performing emotion voice recognition processing on the call voice data of each of the customer and the customer who are parties to the call for each call;
Compatibility data generation means for generating compatibility data of the parties based on the emotion data of each of the customers and respondents who are parties to the calls generated by the emotion data generation means for each call;
Compatibility data storage means for storing compatibility data of customers and responders generated by the compatibility data generation means;
Whether for each combination of customer and customer, the customer should not be allowed to respond to the customer's phone call based on the customer and customer compatibility data stored in the compatibility data storage means And a compatibility determination means for storing a combination of the customer's telephone number and the extension number of the customer in the compatibility information storage means .

Another aspect of the present invention is a telephone exchange that accommodates an outside line and a plurality of extension telephones.
For each customer, customer information storage means for storing the customer's telephone number and emotion tendency,
For each responder, an attendant information storage means for storing the extension number and skill level of the responder;
Corresponding information storage means for storing the skill level of the respondent who can respond to the telephone of the customer having the emotion tendency for each emotion tendency,
An incoming call rejection information storage means for storing a telephone number of a customer to be rejected;
When a call is received from the outside line, if the caller number of the call is stored in the incoming call rejection information storage means, an incoming call rejection means for rejecting the call;
When a call received from the outside line is not rejected by the incoming call rejection means, the emotion information of the caller of the call is specified from the customer information storage means based on the caller number of the call, and the correspondence information From the storage means, the skill level of the responder who can respond to the telephone of the customer having the specified emotion tendency is specified, and from the receiver information storage means, at least the extension number of the response person having the specified skill level An attendant selection means for selecting one;
An incoming call notification transmitting means for transmitting an incoming call notification for the call to the extension telephone identified by the extension number selected by the respondent selecting means;
Emotion data generating means for generating emotion data of the customer by performing emotion voice recognition processing on the call voice data of the customer who is one party of the call for each call;
Customer emotion data storage means for storing customer emotion data generated by the emotion data generation means;
For each customer, based on the customer emotion data stored in the customer emotion data storage means, determine whether the customer should be set to call rejection, and if it is determined that the customer should be set to call rejection And an incoming call rejection determination unit for storing the telephone number of the customer in the incoming call rejection information storage unit .

  According to the present invention, an agent having a skill level capable of responding to a customer's emotional tendency can promptly relay the call from the customer, thereby facilitating the telephone relay operation. it can.

FIG. 1 is a schematic diagram of a telephone exchange 1 according to an embodiment of the present invention. FIG. 2A is a diagram schematically illustrating an example of registered contents in the customer information storage unit 105, and FIG. 2B is a diagram schematically illustrating an example of registered contents in the customer information storage unit 106. It is. FIG. 3A is a diagram schematically illustrating an example of registered contents in the correspondence information storage unit 107, and FIG. 3B is a diagram schematically illustrating an example of registered contents in the compatibility information storage unit 108. is there. 4A is a diagram schematically showing an example of registered contents in the hold information storage unit 111, and FIG. 4B is a diagram schematically showing an example of registered contents in the customer emotion data storage unit 112. It is. FIG. 5A is a diagram schematically illustrating an example of registered contents in the respondent emotion data storage unit 113, and FIG. 5B is a schematic diagram illustrating an example of registered contents in the compatibility data storage unit 116. FIG. FIG. 6 is a flowchart for explaining the outside line incoming call processing of the telephone exchange 1 according to the embodiment of the present invention. FIG. 7 is a flowchart for explaining the external line call processing of the telephone exchange 1 according to the embodiment of the present invention. FIG. 8A is a flowchart for explaining the customer information storage processing of the telephone exchange 1 according to the embodiment of the present invention, and FIG. 8B is related to the embodiment of the present invention. FIG. 4 is a flowchart for explaining an attendee information storage process of the telephone exchange 1; FIG. 9A is a flowchart for explaining the compatibility information storage processing of the telephone exchange 1 according to the embodiment of the present invention, and FIG. 9B is related to the embodiment of the present invention. FIG. 4 is a flowchart for explaining incoming call rejection information storage processing of the telephone exchange 1;

  Hereinafter, an embodiment of the present invention will be described by taking a telephone exchange used in a call center or the like as an example. FIG. 1 is a schematic diagram of a telephone exchange 1 according to an embodiment of the present invention.

  As shown in the figure, the telephone exchange 1 includes an external line interface unit 101, an internal line interface unit 102, a relay processing unit 103, a call control unit 104, a customer information storage unit 105, and an attendant information storage unit 106. Information storage unit 107, compatibility information storage unit 108, respondent selection unit 109, incoming call rejection information storage unit 110, hold information storage unit 111, customer emotion data storage unit 112, and respondent emotion data storage unit 113 The emotion voice recognition processing unit 114, the emotion data generation unit 115, the compatibility data storage unit 116, the compatibility data generation unit 117, the emotion tendency determination unit 118, the skill determination unit 119, the compatibility determination unit 120, An incoming call rejection determination unit 121, an emotion state determination unit 122, and a three-party call determination unit 123 are included.

  The external line interface unit 101 is an interface for connecting to an external line (telephone network such as PSTN, ISDN, IP telephone network) 3 accommodated in the telephone exchange 1.

  The extension interface unit 102 is an interface for connecting to a plurality of extension telephones 2 accommodated in the telephone exchange 1.

  The relay processing unit 103 relays a call by connecting the extension telephone 2 and the external line 3 or the extension telephones 2 according to an instruction from the call control unit 104.

  The call control unit 104 establishes / releases a speech path according to a predetermined call control procedure. In addition, the call control unit 104 performs a primary response to a call received from the external line 3 to acquire a message from the caller, an incoming call notification unit 1042 that transmits an incoming call notification to the extension telephone 2, and an external line 3 A three-party call is made with an incoming call rejection unit 1043 that sends an incoming call rejection to the caller of the incoming call, and a hold transfer processing unit 1044 that holds and transfers the call of the extension telephone 2 in accordance with a request received from the extension telephone 2 A three-way call control unit 1045.

  The customer information storage unit 105 stores customer information including the telephone number of each customer who has a call record and the emotion (emotion tendency) that the customer can easily show. FIG. 2A is a diagram schematically illustrating an example of registered contents in the customer information storage unit 105.

  As shown in the figure, the customer information storage unit 105 stores a record 1050 for each customer who has a call record. The record 1050 has a field 1051 for registering a customer's telephone number and a field 1052 for registering a customer's emotion tendency. In this embodiment, the customer's emotional tendency is classified into six states of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal”.

  The response information storage unit 106 stores response information including the extension number of each response, the available service, the skill level, and the call state. FIG. 2B is a diagram schematically illustrating an example of registered contents in the attendee information storage unit 106.

  As shown in the figure, a record 1060 is stored for each responder in the respondent information storage unit 106. A record 1060 is used to register a field 1061 for registering the extension number of the extension telephone 2 used by the attendant, a field 1062 for registering a request that can be handled by the respondent, and a skill level of the responder. Field 1063 and a field 1064 for registering a call state (whether a call is in progress or not) of the respondent. In the present embodiment, the skill level of the respondent is classified into five levels of rank A to rank E. The call state in the field 1064 is updated by the call control unit 104 as needed.

  The correspondence information storage unit 107 stores, for each emotion tendency, the skill level of the responder who can respond to a customer having this emotion tendency. FIG. 3A is a diagram schematically illustrating an example of registered contents in the correspondence information storage unit 107.

  As illustrated, the correspondence information storage unit 107 stores a record 1070 for each emotion tendency. The record 1070 has a field 1071 for registering an emotion tendency, and a field 1072 for registering the skill level of the responder required for the reception of a customer having this emotion tendency.

  In the compatibility information storage unit 108, information related to a combination of an incompatible customer and a customer is registered. FIG. 3B is a diagram schematically illustrating an example of registered contents in the compatibility information storage unit 108.

  As shown in the figure, the compatibility information storage unit 108 stores a record 1080 for each customer who has an incompatible customer. The record 1080 registers a field 1081 for registering a customer's telephone number and an extension number of the extension telephone 2 used by a customer who is not compatible with the customer (that is, a customer who should not answer a call from the customer). Field 1082 to be used.

  In the incoming call rejection information storage unit 110, the telephone number of the customer to be rejected is registered as incoming call rejection information.

  The response selection unit 109 refers to the customer information storage unit 105, the response information storage unit 106, the response information storage unit 107, the compatibility information storage unit 108, and the incoming call rejection information storage unit 110, and notifies the call control unit 104 of the notification. At least one extension number of the extension telephone 2 to be used by the answering person who can answer the telephone call from the customer specified by the designated caller number is selected. Then, the selected extension number is notified to the call control unit 104 as the extension number of the incoming call notification destination.

  The hold information storage unit 111 stores, for each emotion tendency, a hold sound and a hold message to be heard by the customer when a call with the customer having the emotion tendency is put on hold. FIG. 4A is a diagram schematically illustrating an example of registered contents in the hold information storage unit 111.

  As illustrated, the hold information storage unit 111 stores a record 1110 for each emotion tendency. The record 1110 includes a field 1111 for registering an emotion tendency, and fields 1112 and 1113 for registering a hold sound and a hold message to be heard by a customer having the emotion tendency.

  The customer emotion data storage unit 112 stores, for each customer, customer emotion data representing the emotional state indicated by the customer in each call. FIG. 4B is a diagram schematically illustrating an example of registered contents in the customer emotion data storage unit 112.

  As shown in the figure, the customer emotion data storage unit 112 stores a table 1121 for each customer telephone number 1120. The table 1121 stores a record 1122 for each call made with a customer corresponding to the table 1121. The record 1122 includes a field 1123 for registering the start or end date and time of the call, and the emotions of “joy”, “anger”, “sorrow”, “easy”, “excited”, and “normal”. And a field 1124 for registering an emotion level value which is a value obtained by quantifying the state (attitude) indicated by the customer.

  The respondent emotion data storage unit 113 stores, for each responder, respondent emotion data representing the emotional state indicated by the responder in each call. FIG. 5A is a diagram schematically showing an example of registered contents in the respondent emotion data storage unit 113.

  As shown in the figure, the responder emotion data storage unit 113 stores a table 1131 for each extension number 1130 of the extension telephone 2 used by the responder. In addition, a record 1132 is stored in the table 1131 for each call made with an agent corresponding to the table 1131. The record 1132 includes a field 1133 for registering the call start date and time or the call end date and time, and the emotions of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal”. And a field 1134 for registering an emotion level value which is a value obtained by quantifying the state (attitude) indicated by the responder through the call.

  The emotion voice recognition processing unit 114 performs emotion voice recognition processing on the customer's call voice data relayed from the external line 3 to the extension telephone 2 via the relay processing unit 103 for each call, so that “joy”, “anger” , “Sorrow”, “Easy”, “Excitement”, and “Normal” emotion level values are sequentially calculated and output. Similarly, emotion voice recognition processing is performed on the call voice data of the attendant relayed from the extension telephone 2 to the external line 3 via the relay processing unit 103, so that “joy”, “anger”, “sorrow”, “easy” , “Excitement”, and “normal” emotion level values of the emotions are sequentially calculated and output. In addition, various existing emotion speech recognition technologies including the emotion speech recognition technology described in JP-A-2002-91482 (Patent No. 3676969) can be used for emotion speech recognition processing.

  The emotion data generation unit 115 sequentially outputs “joy”, “anger”, “sorrow”, “easy”, “excitement”, “emotion”, and “emotion”, which are sequentially output from the emotion voice recognition processing unit 114 based on the customer's call voice data. And “normal” emotion level values of emotions are totaled, and customer emotion data including these total values is generated. Then, the customer emotion data record 1122 is added to the table 1121 stored in the customer emotion data storage unit 112 in association with the customer telephone number 1120. Similarly, emotions of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal” that are sequentially output from the emotion speech recognition processing unit 114 based on the call voice data of the respondent The emotional level values are aggregated, and respondent emotional data including these aggregated values is generated. Then, a record 1132 of the respondent emotion data is added to the table 1131 stored in the respondent emotion data storage unit 113 in association with the extension number 1130 of the responder.

  The compatibility data storage unit 116 stores, for each combination of the customer and the respondent, compatibility data representing the compatibility indicated in each call performed between the customer and the respondent. FIG. 5B is a diagram schematically illustrating an example of registered contents in the compatibility data storage unit 116.

  As shown in the figure, the compatibility data storage unit 116 stores a table 1161 for each combination 1160 of the customer's telephone number and the customer's extension number. In addition, a record 1162 is stored in the table 1161 for each call made between the customer and the responder corresponding to the table 1161. The record 1162 includes a field 1163 for registering the start or end date and time of the call, a field 1164 for registering customer feeling, which is the feeling most exhibited by the customer through the call, and the largest number of respondents through the call. And a field 1165 for registering an emotion of a person who is an emotion.

  The compatibility data generation unit 117 sequentially outputs “joy”, “anger”, “sorrow”, “easy”, “excitement”, “feeling”, “emotion”, And the emotional level value of each “normal” emotion, respectively, and the emotion having the maximum value among these aggregated values is set as the customer emotion, and the emotion voice recognition processing unit based on the call voice data of the respondent The emotion level values of emotions of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal” that are sequentially output from 114 are totaled, and the maximum of these total values The emotion with the value is set as the respondent emotion. Then, compatibility data including these customer emotions and customer emotions is generated, and the table 1161 stored in the compatibility data storage unit 116 is associated with the combination 1160 of the customer telephone number and the customer extension number. , This compatibility data record 1162 is added.

  The emotion tendency determination unit 118 determines, for each customer, the emotion that the customer has shown so far as the customer's emotion tendency based on the customer emotion data stored in the customer emotion data storage unit 112. The customer's emotion tendency is stored in the customer information storage unit 105.

  The skill determination unit 119 determines a skill level indicating the response capability for the customer based on the response emotion data stored in the response emotion data storage unit 113 for each response. The skill level of the responder is stored in the respondent information storage unit 106. The skill level of the responder is, for example, “normal” emotions for the sum of the sum of the emotion level values of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal”. The level value is set so as to increase as the ratio of the total values (“normal” emotion ratio) increases.

  The compatibility determination unit 120 determines the compatibility of this combination based on the compatibility data stored in the compatibility data storage unit 116 for each combination of the customer and the customer. Then, the compatibility information storage unit 108 stores the combination of the customer and the customer who are not compatible.

  The incoming call rejection determination unit 121 determines, for each customer, whether or not the incoming call from the customer should be rejected based on the customer emotion data stored in the customer emotion data storage unit 112. For example, the ratio of the aggregated value of the emotion level value of “anger” to the sum of the aggregated values of the emotion level values of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal” ( When there is a predetermined number or more of customer emotion data whose “anger” emotion ratio) is equal to or greater than a predetermined value, it is determined that an incoming call from this customer should be rejected. Then, the telephone number of the customer who has determined that the incoming call should be rejected is stored in the incoming call rejection information storage unit 110.

  The emotion state determination unit 122 sequentially outputs “joy”, “anger”, “sorrow”, “easy”, “excitement”, “emotion”, and “emotion”, which are sequentially output from the emotion voice recognition processing unit 114 based on customer call voice data. The current emotional state of the customer is determined based on the emotion level value of each emotion of “normal” and “normal”.

  For each call, the three-way call determination unit 123 sequentially outputs from the emotion voice recognition processing unit 114 based on the call voice data of the customer and the customer, “joy”, “anger”, “sorrow” of the customer and the customer. , “Easy”, “Excitement”, and “Normal” are determined based on the emotion level values of the emotions. For example, it is determined that a three-party call is necessary when both the customer and the respondent have an “anger” emotion ratio equal to or greater than a predetermined value.

  FIG. 6 is a flowchart for explaining the outside line incoming call processing of the telephone exchange 1 according to the embodiment of the present invention. This flow is started when a call arrives from the external line 3 to the external line interface unit 101.

  First, the incoming call rejection unit 1043 determines whether or not the caller number for this incoming call is registered in the incoming call rejection information storage unit 110 as incoming call rejection information (S101).

  When the caller number is registered as incoming call rejection information (YES in S101), the incoming call rejection unit 1043 transmits an incoming call rejection to the caller of this external line incoming call via the external line interface unit 101 (S102).

  On the other hand, when the caller number is not registered as incoming call rejection information (NO in S101), incoming call rejection unit 1043 instructs primary response unit 1041 to perform a primary response. In response to this, the primary response unit 1041 primarily responds to an incoming incoming call and sends out a voice message or the like for prompting notification of the message, and acquires the message from the caller by, for example, a PB signal (S103). Then, the primary response unit 1041 passes the caller number and the caller's message to the incoming call notification unit 1042.

  Next, the incoming call notification unit 1042 passes the caller number and the caller's request received from the primary response unit 1041 to the respondent selection unit 109 to instruct the selection of the responder. In response to this, the respondent selection unit 109 searches the record 1050 from the customer information storage unit 105 using the caller number as a key to check whether the caller's customer information exists (S104).

  If the caller's customer information does not exist (NO in S104), the respondent selection unit 109 instructs the incoming call notification unit 1042 to perform a general call. In response, the incoming call notification unit 1042 transmits an incoming call notification to all the extension telephones 2 that are not in a call via the extension interface unit 102 (S105). Here, the respondent selection unit 109 may select one extension number at random from among the extension numbers of the extension telephones that are not in a call in response to the acquired requirements, and notify the incoming call.

  On the other hand, when the customer information of the caller exists (YES in S104), the respondent selection unit 109 specifies the emotional tendency of the caller registered in the field 1052 of the record 1050 of this customer information (S106).

  Next, the respondent selection unit 109 searches the record 1070 from the correspondence information storage unit 107 using the sender's emotion tendency as a key, and sets the skill level registered in the field 1072 of this record 1070 to the caller. It is specified as a skill level of a possible responder (S107). Also, the respondent selection unit 109 searches the compatibility information storage unit 108 for a record 1080 using the caller number as a key to check whether the compatibility information of the caller exists. If the compatibility information of the caller is present, the extension number of the responder (exclusion target answerer) who should not respond to the caller's telephone with the extension number registered in the field 1082 of the record 1080 of the compatibility information. It is specified as a number (S108).

  Next, the respondent selection unit 109 selects the skill level of the lowest rank from the skill levels of the responders who can respond to the caller (S109). Then, the respondent selection unit 109 refers to the respondent information storage unit 106 and searches the record 1060 in which the selected skill level is registered in the field 1063 and the caller's requirement is registered in the field 1062 (S110). ). Then, the respondent selection unit 109 selects the record 1060 in which the call state registered in the field 1064 is “busy” and the extension number registered in the field 1061 from the retrieved records 1060. The record 1060 corresponding to the extension number is excluded (S111).

  Next, the respondent selection unit 109 determines whether or not there is a remaining record 1060, that is, a record 1060 of the responder who can respond to the caller (S112). If there is an attendee record 1060 that can be addressed to the caller (YES in S112), the attendant selection unit 109 sends the extension number registered in the field 1061 of these records 1060 to the incoming call notification unit 1042. Notice.

  In response to this, the incoming call notification unit 1042 transmits an incoming call notification to the extension telephone 2 specified by the extension number received from the respondent selection unit 109 via the extension interface unit 102 (S113). Here, when a plurality of extension numbers are received from the attendant selection unit 109, an incoming call notification may be sent to all the extension telephones 2 specified by these extension numbers, or a so-called slide incoming call may be sent. The incoming notifications may be transmitted in order. Alternatively, one extension number may be selected at random from these extension numbers, and the incoming call notification may be transmitted only to the extension telephone 2 specified by the selected extension number.

  On the other hand, when there is no record 1060 of the responder who can respond to the caller (NO in S112), the respondent selection unit 109 selects the skill level currently selected from the skill levels of the responder who can respond to the caller. It is checked whether there is a higher skill level (S114).

  If there is a skill level higher than the selected skill level (YES in S114), a skill level that is one higher rank than the selected skill level is newly selected (S115), and the process returns to S110.

  On the other hand, when there is no skill level higher than the selected skill level (NO in S114), the respondent selection unit 109 notifies the incoming call notification unit 1042 that there is no responder who can respond to the caller. In response to this, the incoming call notification unit 1042 performs predetermined error processing such as sending a message to the caller to request that the call be made again after a while (S116). As the predetermined error processing, the respondent to be excluded is selected from the exclusion target identified in S108 or the skill level of the lower rank than the skill level of the lowest rank selected in S109, and this selection is made. The incoming call may be notified to the extension telephone 2 specified by the extension number of the responder.

  FIG. 7 is a flowchart for explaining the external line call processing of the telephone exchange 1 according to the embodiment of the present invention. This flow is started when an external line call is started in response to an incoming call notification of a call received from one of the external telephones 2 from the external line 3.

  First, the call control unit 104 notifies the emotion voice recognition processing unit 114 of a recognition start instruction accompanied with designation of a telephone number of a customer who is a party of the outside line call and an extension number of a reception person. In response to this, the emotion voice recognition processing unit 114 starts emotion voice recognition processing for the call voice data of the customer relayed from the designated customer telephone number to the extension telephone 2, and “joy”, “anger”, The emotion level values of the emotions of “sorrow”, “easy”, “excitement”, and “normal” are sequentially calculated and output. Similarly, emotion voice recognition processing is started for the call voice data of the answerer relayed from the designated extension number of the answerer to the outside line 3, and “joy”, “anger”, “sorrow”, “easy”, “ The emotion level values of the emotions of “excitement” and “normal” are sequentially calculated and output (S121).

  It should be noted that the emotion level values of the emotions “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal” of the customer that are sequentially output from the emotion voice recognition processing unit 114 are Are buffered in the emotion data generation unit 115, the compatibility data generation unit 117, the emotion state determination unit 122, and the three-party call determination unit 123. Similarly, the emotion level values of the emotions of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal” of the responder sequentially output from the emotion voice recognition processing unit 114 are: Along with the extension number of the attendee, the emotion data generation unit 115, the compatibility data generation unit 117, and the three-party call determination unit 123 are buffered.

  Next, when the external line call is terminated (YES in S122), the call control unit 104 sends a recognition end instruction accompanied with designation of the telephone number of the customer who was the party of the external line call and the extension number of the reception person to the emotion voice recognition process. Notification to the unit 114.

  In response to this, the emotion voice recognition processing unit 114 ends the emotion voice recognition processing for the call voice data of the customer relayed from the designated customer telephone number to the extension telephone 2, and the extension of the designated attendant The emotional voice recognition process for the call voice data of the attendant relayed from the number to the outside line 3 is terminated. The emotion voice recognition processing unit 114 also outputs an emotion data generation instruction accompanied with the designation of the customer's telephone number and the extension number of the customer to the emotion data generation unit 115, and the customer's telephone number and the extension of the customer's extension. A compatibility data generation instruction with designation of a number is output to the compatibility data generation unit 117 (S123).

  When the emotion data generation unit 115 receives the emotion data generation instruction from the emotion voice recognition processing unit 114, the emotion data generation unit 115 extracts the emotion level value accompanying the telephone number of the customer specified in the instruction from the buffered emotion level value. Then, for each emotion of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal”. The date and time when these emotion level values were first buffered (call start date and time) or the last buffered date and time (call end date and time) are registered in the field 1123, and “joy”, “anger”, A customer emotion data record 1122 in which the total value of emotion level values of emotions of “sorrow”, “easy”, “excitement”, and “normal” is registered in the field 1124 is generated.

  Similarly, from the buffered emotion level value, the emotion level value with the extension number of the responder specified in the emotion data generation instruction is extracted, and “joy”, “anger”, “sad”, “ Aggregate for each emotion of "Raku", "Excitement", and "Normal". The date and time when these emotion level values were first buffered (call start date and time) or the last buffered date and time (call end date and time) are registered in the field 1133, and “joy”, “anger”, A record 1132 of the respondent emotion data in which the total value of the emotion level values of the emotions of “sorrow”, “easy”, “excitement”, and “normal” is registered in the field 1134 is generated (S124).

  Then, the emotion data generation unit 115 searches the customer emotion data storage unit 112 for the table 1121 in which the customer's telephone number 1120 specified by the emotion data generation instruction is registered, and newly searches the searched table 1121. A record 1122 of the generated customer emotion data is added. Similarly, a table 1131 in which the extension number 1130 of the responder specified by the emotion data generation instruction is registered is searched from the respondent emotion data storage unit 113, and the newly generated response is stored in the searched table 1131. A record 1132 of person emotion data is added (S125).

  In addition, when the table 1121 in which the customer telephone number 1120 specified by the emotion data generation instruction is registered does not exist in the customer emotion data storage unit 112, the emotion data generation unit 115 registers the customer telephone number 1120. The table 1121 is newly registered in the customer emotion data storage unit 112, and a customer emotion data record 1122 is added to the table 1121.

  When the compatibility data generation unit 117 receives the compatibility data generation instruction from the emotion speech recognition processing unit 114, the compatibility data generation unit 117 accompanies the telephone number of the customer specified in the compatibility data generation instruction from the buffered emotion level value. Emotion level values are taken out and aggregated for each emotion of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal”, and the maximum value among these total values Decide emotions as customer emotions. Similarly, from the buffered emotion level value, the emotion level value with the extension number of the responder specified in the compatibility data generation instruction is extracted, and “joy”, “anger”, “sad”, “ The emotions of “Easy”, “Excitement”, and “Normal” are aggregated for each emotion, and the emotion having the maximum value among these aggregated values is determined as the respondent emotion. Then, the date and time when these emotion level values were first buffered (call start date and time) or the last buffered date and time (call end date and time) are registered in the field 1163, and the determined customer emotion and respondent emotion Generates the compatibility data record 1162 registered in the fields 1164 and 1165, respectively (S126).

  Then, the compatibility data generation unit 117 searches the compatibility data storage unit 116 for a table 1161 in which the combination 1160 of the customer telephone number and the extension number of the customer specified in the compatibility data generation instruction is registered. The newly generated compatibility data record 1162 is added to the table 1161 (S127).

  When the table 1161 in which the combination 1160 of the customer telephone number and the extension number of the customer specified in the compatibility data generation instruction is not present in the compatibility data storage unit 116, the compatibility data generation unit 117 A table 1161 in which the combination 1160 of the customer's telephone number and the extension number of the customer is registered is newly registered in the compatibility data storage unit 116, and a compatibility data record 1162 is added to this table 1161.

  Further, when the hold transfer processing unit 1044 receives a hold request from the extension telephone 2 that is in an external call via the extension interface unit 102 (YES in S128), the hold transfer processing unit 1044 holds the external call and the source of the held external call An emotional state determination instruction with designation of the (customer) telephone number is transmitted to the emotional state determination unit 122 (S129).

  In response to this, the emotional state determination unit 122 extracts the emotional level value accompanying the customer's telephone number specified in the emotional state determination instruction from the buffered emotional level value, and displays “joy”, “anger” ”,“ Sorrow ”,“ Easy ”,“ Excitement ”, and“ Normal ”are aggregated for each emotion, and the emotion having the maximum value is determined as the current emotional state of this customer. (S130). The determined emotion state is notified to the hold transfer processing unit 1044.

  In response, the hold transfer processing unit 1044 reads at least one of the hold sound and the hold message stored in the hold information storage unit 111 in association with the emotion tendency corresponding to the current emotion state of the customer ( S131), the call is sent to the caller (customer) of the held outside line call (S132).

  Next, when the hold transfer processing unit 1044 receives a transfer request accompanied by designation of the extension number from the extension telephone 2 that is on hold of the external line call (YES in S133), the on-line call on hold is designated by the transfer request. A transfer process for transferring to the extension telephone 2 specified by the extension number is performed (S135). Then, the call control unit 104 notifies the emotional speech recognition processing unit 114 of a recognition end instruction accompanied with designation of the telephone number of the customer who was the party of the external line call before the transfer and the extension number of the responder, and proceeds to S123. . In addition, the emotion voice recognition processing unit 114 is notified of a recognition start instruction accompanied with designation of the telephone number of the customer who is the party of the external call after the transfer and the extension number of the customer, and this flow is newly started. On the other hand, when the hold transfer processing unit 1044 receives a hold release request from the extension telephone 2 that is holding an external line call (YES in S134), the hold transfer processing unit 1044 returns to S122.

  Further, the three-party call control unit 1045 is accompanied by designation of the telephone number of the customer who is the party of the outside line call and the extension number of the reception person at the timing for determining whether or not the three-party call that comes regularly (YES in S136). A three-party call necessity determination instruction is output to the three-party call determination unit 123. In response to this, the three-party call determination unit 123 extracts the emotion level value accompanying the customer's telephone number specified in the three-party call necessity determination instruction from the buffered emotion level value, ”,“ Anger ”,“ sorrow ”,“ easy ”,“ excitement ”, and“ normal ”, and the“ anger ”emotion ratio is calculated. Similarly, from the buffered emotion level value, the emotion level value associated with the extension number of the responder specified in the three-party call necessity determination instruction is extracted, and the “anger” emotion ratio is calculated. Then, the three-way call determination unit 123 checks whether or not the “anger” emotion ratio calculated for each of the customer and the respondent is equal to or higher than a predetermined reference value (for example, both 70%). The necessity is determined, and the determination result is notified to the three-party call control unit 1045 (S137).

  If the determination result received from the three-party call determination unit 123 is “necessary” for the three-party call (YES in S138), the three-party call control unit 1045 determines a predetermined telephone (on the extension telephone 2 or the outside line 3 side). To the telephone) to establish a communication path with the telephone, and to connect the communication path to a communication path during an external line call. Thereby, a three-way call is realized (S139). Then, the call control unit 104 notifies the emotional speech recognition processing unit 114 of a recognition end instruction accompanied with designation of the telephone number of the customer who was the party of the external line call before the three-party call and the extension number of the reception person, and the process goes to S123. move on.

  FIG. 8A is a flowchart for explaining customer information storage processing of the telephone exchange 1 according to the embodiment of the present invention. This flow is instructed from the operator when a predetermined time such as midnight when work using the telephone exchange 1 is stopped, or through a user interface (not shown) provided in the telephone exchange 1 It is started when it is accepted.

  First, the emotion tendency determination unit 118 is a phone number other than the customer's phone number which is an unselected table 1121 from the customer emotion data storage unit 112 and is stored as incoming call rejection information in the incoming call rejection information storage unit 110. The table 1121 in which 1120 is registered is selected (S151). Here, the unselected table 1121 means a table 1121 in which the process of this flow is not executed, and the process of this flow is performed for all the tables 1121.

  Next, the emotion tendency determination unit 118 selects “joy”, “anger”, “sorrow”, “easy”, “excited”, and “normal” from the field 1124 for each record 1122 registered in the selected table 1121. The emotion level values of each emotion are read out, and these emotion level values are weighted with a coefficient determined according to the call date and time registered in the field 1123 (S152). For example, this coefficient becomes smaller as the period from the call date to the current date becomes longer, and is set to be “0” when the period is longer than a predetermined period. By doing in this way, the emotion level value of the record 1122 registered recently is considered more.

  Next, the emotion tendency determination unit 118 sets the emotion level value weighted as described above for each emotion of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal”. (S153), and the emotion having the largest total value is determined as the customer's emotion tendency corresponding to the selected table 1121 (S154).

  Next, the emotion tendency determination unit 118 searches the customer information storage unit 105 for the record 1050 using the customer's telephone number 1120 registered in the selected table 1121 as a key, and the registered contents of the field 1052 of the searched record 1050 Is updated to the determined emotion tendency. If the record 1050 cannot be retrieved, a new record 1050 is added to the customer information storage unit 105, and the customer's telephone number 1120 registered in the selected table 1121 is stored in the field 1051 of the record 1050. The registered emotion tendency is registered in the field 1052 (S155).

  Then, the emotion tendency determination unit 118 has a telephone number other than the customer's telephone number which is an unselected table 1121 in the customer emotion data storage unit 112 and is stored as incoming call rejection information in the incoming call rejection information storage unit 110. It is checked whether or not there is a table 1121 in which 1120 is registered (S156). If there is such a table 1121 (YES in S156), the process returns to S151. On the other hand, if there is no such table 1121 (NO in S156), this flow ends.

  In the above-described customer information storage process, when any table 1121 stored in the customer emotion data storage unit 112 is updated, S152 to S155 are performed only for the updated table 1121. You may make it do.

  FIG. 8B is a flowchart for explaining the attendee information storage process of the telephone exchange 1 according to the embodiment of the present invention. This flow is instructed from the operator when a predetermined time such as midnight when work using the telephone exchange 1 is stopped, or through a user interface (not shown) provided in the telephone exchange 1 It is started when it is accepted.

  First, the skill determination unit 119 selects an unselected table 1131 from the respondent emotion data storage unit 113 (S161). Here, the unselected table 1131 means a table 1131 in which the process of this flow is not executed, and the process of this flow is performed for all the tables 1131.

  Next, the skill determination unit 119 sets the emotion level values registered in the field 1134 of each record 1132 registered in the selected table 1131 to “joy”, “anger”, “sorrow”, “easy”, Totals for each emotion of “excitement” and “normal” (S162).

  Next, the skill determination unit 119 calculates a “normal” emotion ratio (S163). Then, the skill level of the responder corresponding to the selected table 1131 is determined according to the “normal” emotion ratio (S164). For example, a “normal” emotion ratio of less than 20% is rank E, 20% to less than 50% is rank D, 50% to less than 70% is rank C, 70% to less than 90% is rank B, and 90% or more is The skill level of the responder is determined such as rank A.

  Then, the skill determination unit 119 searches for the record 1060 from the respondent information storage unit 106 using the extension number 1130 of the respondent registered in the selected table 1131 as a key, and the registered contents of the field 1063 of the retrieved record 1060 Is changed to the determined skill level (S165).

  Then, the skill determination unit 119 checks whether there is an unselected table 1131 in the respondent emotion data storage unit 113 (S166). If there is an unselected table 1131 (YES in S166), the process returns to S161. On the other hand, if there is no unselected table 1131 (NO in S166), this flow ends.

  In the above-described response information storage process, when any one of the tables 1131 stored in the response emotion data storage unit 113 is updated, S162 to S165 are performed only for the updated table 1131. It may be implemented.

  FIG. 9A is a flowchart for explaining the compatibility information storage processing of the telephone exchange 1 according to the embodiment of the present invention. This flow is instructed from the operator when a predetermined time such as midnight when work using the telephone exchange 1 is stopped, or through a user interface (not shown) provided in the telephone exchange 1 It is started when it is accepted.

  First, the compatibility determination unit 120 has not registered a combination 1160 other than the combination of the customer telephone number and the extension number of the customer stored as compatibility information in the compatibility information storage unit 108 from the compatibility data storage unit 116. The selection table 1161 is selected (S171).

  Next, the compatibility determination unit 120 searches the selected table 1161 for a record 1162 in which both the customer emotion registered in the field 1164 and the customer emotion registered in the field 1165 are “angry” (S172). .

  Next, the compatibility determination unit 120 determines whether or not the number of detections of the record 1162 in which both the customer emotion and the respondent emotion are “angry” is equal to or greater than a preset reference number (for example, three times) ( S173).

  If the number of detections of such a record 1162 is less than the reference number (NO in S173), the process proceeds to S175. On the other hand, if the number of detections of such record 1162 is equal to or greater than the reference number (YES in S173), the combination information 1160 of the customer telephone number and the extension number of the customer registered in the selected table 1161 is used as the compatibility information. It memorize | stores in the memory | storage part 108 (S174). Specifically, the record 1080 is retrieved from the compatibility information storage unit 108 using the customer's telephone number described in the combination 1160 as a key, and the field 1082 of the retrieved record 1080 describes the combination 1160. Register the extension number of the customer. If the corresponding record 1080 cannot be searched, a new record 1080 is added to the compatibility information storage unit 108, and the customer's telephone number and response described in this combination 1160 are added to the fields 1081 and 1082 of this record 1080. Each person's extension number is registered.

  Then, the compatibility determination unit 120 stores an unselected table 1161 in which a combination 1160 other than the combination of the customer telephone number and the customer extension number stored as the compatibility information in the compatibility information storage unit 108 is registered. It is checked whether or not the data storage unit 116 exists (S175). If there is such a table 1161 (YES in S175), the process returns to S171. On the other hand, if there is no such table 1161 (NO in S175), this flow ends.

  In the above-described compatibility information storage process, when any one of the tables 1161 stored in the compatibility data storage unit 116 is updated, S172 to S174 are performed only for the updated table 1161. You may do it.

  FIG. 9B is a flowchart for explaining the incoming call rejection information storage process of the telephone exchange 1 according to the embodiment of the present invention. This flow is instructed from the operator when a predetermined time such as midnight when work using the telephone exchange 1 is stopped, or through a user interface (not shown) provided in the telephone exchange 1 It is started when it is accepted.

  First, the incoming call rejection determination unit 121 stores an unselected table in which a telephone number 1120 other than the customer's telephone number stored as incoming call rejection information in the incoming call rejection information storage unit 110 from the customer emotion data storage unit 112 is registered. 1121 is selected (S181).

  Next, the incoming call rejection determination unit 121 selects each of the emotions of “joy”, “anger”, “sorrow”, “easy”, “excitement”, and “normal” registered in the field 1124 from the selected table 1121. Among the emotion level values, the record 1122 having the maximum emotion level value of “anger” is searched (S182).

  Next, the incoming call rejection determination unit 121 determines whether or not the number of detections of the record 1122 having the maximum emotion level value of “anger” is equal to or more than a preset reference number (for example, 5 times) ( S183). If the number of detections of such a record 1122 is less than the reference number (NO in S133), the process proceeds to S185. On the other hand, if the number of detections of such a record 1122 is equal to or greater than the reference number (YES in S183), the customer's telephone number 1120 registered in the selected table 1121 is stored in the incoming call rejection information storage unit 110 as incoming call rejection information. (S184).

  Then, the incoming call rejection determination unit 121 includes an unselected table 1121 in which a telephone number 1120 other than the customer's telephone number stored as incoming call rejection information in the incoming call rejection information storage unit 110 is registered. It is checked whether it is at 112 (S185). If there is such a table 1121 (YES in S185), the process returns to S181. On the other hand, if there is no such table 1121 (NO in S185), this flow ends.

  In the above-described incoming call rejection information storage process, when any of the tables 1121 stored in the customer emotion data storage unit 112 is updated, S182 to S184 are performed only on the updated table 1121. You may be made to do.

  The embodiment of the present invention has been described above.

  The telephone exchange 1 according to the present embodiment, when a call is received from the outside line 3, identifies the emotional tendency of the caller from the past call record and the like, and can respond to this emotional tendency from among a plurality of respondents. Select respondents with skill levels. Then, an incoming call notification is transmitted to the extension telephone 2 of the selected reception person. Therefore, according to the present embodiment, it is possible to promptly answer a customer who has a skill level that can respond to a customer's emotional tendency, that is, a suitable person. For this reason, it is possible to facilitate the telephone relay operation.

  In addition, the telephone exchange 1 according to the present embodiment generates and accumulates customer emotion data and customer emotion data by performing emotion voice recognition processing on the call voice data of each customer and the customer for each call. Then, for each customer, the customer's emotion tendency is determined based on the accumulated customer emotion data. In addition, for each respondent, the skill level of the respondent is determined based on the stored respondent emotion data. Therefore, according to the present embodiment, it is possible to update the customer's emotional tendency and the skill level of the respondent based on the past call performance, so that it is possible to efficiently perform the telephone intermediary work. .

  Further, the telephone exchange 1 according to the present embodiment has registered in advance a combination of a customer and a customer who are incompatible as compatibility information, and when a call arrives from the outside line 3, it is incompatible with the caller of this call. Exclude the person from answering the call. Therefore, according to the present embodiment, it is possible to reduce the possibility of relaying a telephone call from a customer to an attendant who the customer does not want, and therefore it is possible to facilitate a telephone relay operation.

  In addition, the telephone exchange 1 according to the present embodiment generates and stores compatibility data of parties based on customer emotion data and customer emotion data for each call. Then, for each combination of the customer and the customer, the compatibility is determined based on the accumulated compatibility data, and the combination of the customer and the customer who are not compatible is registered as compatibility information. Therefore, according to the present embodiment, the compatibility information can be updated based on the past call performance, so that it is possible to efficiently perform the telephone intermediary work.

In addition, the telephone exchange 1 according to the present embodiment pre-registers customers to be rejected as incoming call rejection information, and rejects incoming calls from customers registered as incoming call rejection information. Therefore, according to the present embodiment, it is possible to avoid a call from a customer who is likely to cause a trouble in the telephone relay operation.

  Further, the telephone exchange 1 according to the present embodiment determines, for each customer, whether or not to reject the call from the customer based on the accumulated customer emotion data, and determines the customer who has determined that the incoming call should be rejected. Register as incoming call rejection information. Therefore, according to the present embodiment, the incoming call rejection information can be updated based on the past call performance, so that it is possible to efficiently carry out the telephone relay work.

  In addition, when the telephone call is put on hold, the telephone exchange 1 according to the present embodiment determines the current emotional state of the customer based on the emotion voice recognition processing result for the call voice data of the customer who is one party. . Then, a hold sound or a hold message corresponding to the determined emotional state is sent to this customer. Therefore, according to the present embodiment, it is possible to make the customer hear an appropriate hold sound or hold message according to the customer's emotional state.

  Further, the telephone exchange 1 according to the present embodiment determines whether or not a three-party call is necessary based on the emotion voice recognition processing result for the call voice data of each of the customer and the respondent who are parties during the call. When it is determined that a three-way call is necessary, a predetermined telephone is allowed to participate in this call. Therefore, according to the present embodiment, it is possible to allow a calm third party to participate in the telephone when the feelings of both the customer and the respondent have increased.

  In addition, this invention is not limited to said embodiment, Many deformation | transformation are possible within the range of the summary.

  For example, in the above embodiment, the determination of the customer's emotional state shown in S130 of FIG. 7 is merely an example. For example, the emotional state determination unit 122 determines from the buffered emotional level value “joy”, “anger”, “sorrow”, “easy” with the customer phone number specified in the emotional state determination instruction, The latest emotion level values of the emotions of “excitement” and “normal” may be extracted, and the emotion having the maximum value among these emotion level values may be determined as the current emotion state of the customer.

  Similarly, the determination of the necessity of three-party call between the customer and the respondent shown in S136 of FIG. 7 is merely an example. For example, the necessity of a three-party call may be determined based only on the “anger” emotion ratio of the emotion level value with the customer's telephone number specified in the three-party call necessity determination instruction.

  Similarly, the determination of the customer's emotion tendency shown in S152 to S154 in FIG. 8A is merely an example. For example, for each record 1122 stored in the table 1121 selected in S151, the emotion having the maximum emotion level value registered in the field 1124 is identified, and the emotion having the largest specific number of times corresponds to this table 1121. You may determine as a customer's emotion tendency.

  Similarly, the determination of the skill level of the responder shown in S162 to S164 in FIG. 8B is merely an example. For example, for each record 1132 stored in the table 1131 selected in S161, the emotion having the maximum emotion level value registered in the field 1134 is identified, and the “normal” specific frequency ratio to the number of records is determined. The skill level of the responder corresponding to this table 1131 may be determined.

  Similarly, the determination of combinations of incompatible customers and responders shown in S172 to S173 in FIG. 9A is merely an example. For example, for each record 1162 stored in the table 1161 selected in S171, points corresponding to the emotion are assigned to the customer emotion and the customer emotion registered in the fields 1164 and 1165, respectively. The points assigned to each emotion are, for example, “anger”> “excitement”> “sorrow” ≧ “joy” ≧ “easy”> “normal”. Then, the points are totaled for each of the customer emotion and the respondent emotion, and when the total value is equal to or greater than a predetermined reference value, it is determined that the combination of the customer and the respondent corresponding to the selected table 1161 is incompatible. You may make it do.

  Similarly, the customer's incoming call rejection determination shown in S182 to S183 in FIG. 9B is merely an example. For example, for each record 1122 stored in the table 1121 selected in S181, the ratio of the emotion level value of “anger” to the total value of all emotion level values registered in the field 1124 is calculated. Then, when the number of records 1122 whose ratio is equal to or greater than a predetermined reference value is equal to or greater than a predetermined number, it may be determined that the customer corresponding to the table 1121 is rejected.

  In the above embodiment, time information (time stamp) may be added to the emotion level value of each emotion output from the emotion speech recognition processing unit 114. Then, depending on the ratio of the duration of the state where the emotional level value of “anger” is the maximum to the total call time, it is determined whether the customer rejects the call, determines whether the customer and the responder are compatible, A determination or the like may be performed.

  In the above embodiment, the respondent has a personal identification ID associated with the extension number, and logs in to the extension telephone 2 by logging in to the extension telephone 2 using the personal identification ID. An extension number associated with the personal identification ID of the attendant may be set. In this way, the attendant can select and use one extension telephone 2 from among the plurality of extension telephones 2.

  In the above embodiment, the functional configuration of the telephone switch 1 shown in FIG. 1 may be realized by an integrated logic IC such as an application specific integrated circuit (ASIC) or a field programmable gate array (FPGA). Alternatively, it may be realized by software by a computer such as a DSP (Digital Signal Processor). Alternatively, in a general-purpose computer such as a PC (Personal Computer) equipped with an auxiliary storage device such as a CPU, memory, HDD, DVD-ROM, and a communication interface such as a NIC (Network Interface Card) and a modem, the CPU executes a predetermined program. It may be realized by loading from an auxiliary storage device onto a memory and executing it.

  In the above embodiment, the case where the present invention is applied to the telephone exchange 1 has been described as an example, but the present invention is not limited to this. The above three-party call function and hold transfer function (hold transfer processing unit 1044, three-party call control unit 1045, emotion voice recognition processing unit 114, emotion state determination unit 122, three-party call determination unit 123, hold information storage in FIG. The function realized by the cooperation of the unit 111) can also be applied to a telephone.

  DESCRIPTION OF SYMBOLS 1: Telephone exchange, 101: External line interface part, 102: Extension interface part, 103: Relay processing part, 104: Call control part, 105: Customer information storage part, 106: Customer information storage part, 107: Corresponding information storage part 108: compatibility information storage unit 109: responder selection unit 110: incoming call rejection information storage unit 111: hold information storage unit 112: customer emotion data storage unit 113: respondent emotion data storage unit 114: emotion Speech recognition processing unit, 115: emotion data generation unit, 116: compatibility data storage unit, 117: compatibility data generation unit, 118: emotion tendency determination unit, 119: skill determination unit, 120: compatibility determination unit, 121: incoming call rejection determination 122: emotion state determination unit 123: three-party call determination unit 1041: primary response unit 1042: incoming call notification unit 1043: incoming call rejection unit 10 4: Hold transfer processing unit, 1045: three-way call control unit

Claims (8)

A telephone exchange that accommodates an outside line and a plurality of extension telephones ,
For each customer, customer information storage means for storing the customer's telephone number and emotion tendency,
For each responder, an attendant information storage means for storing the extension number and skill level of the responder;
Corresponding information storage means for storing the skill level of the respondent who can respond to the telephone of the customer having the emotion tendency for each emotion tendency,
Compatibility information storage means for storing a combination of a customer's telephone number and an extension number of a customer who should not answer a call from the customer;
When a call is received from the outside line, the emotion tendency of the caller of the call is specified from the customer information storage means based on the caller number of the call, and the specified emotion tendency is determined from the correspondence information storage means. The skill level of the responder who can respond to the customer's phone is specified, and the compatibility information storage is associated with the caller number of the call which is the extension number of the responder having the specified skill level An attendant selection means for selecting at least one extension number other than the extension number stored in the means from the attendee information storage means;
An incoming call notification transmitting means for transmitting an incoming call notification for the call to the extension telephone identified by the extension number selected by the respondent selecting means;
Emotion data generation means for generating emotion data for each of the customer and the customer by performing emotion voice recognition processing on the call voice data of each of the customer and the customer who are parties to the call for each call;
Compatibility data generation means for generating compatibility data of the parties based on the emotion data of each of the customers and respondents who are parties to the calls generated by the emotion data generation means for each call;
Compatibility data storage means for storing compatibility data of customers and responders generated by the compatibility data generation means;
Whether for each combination of customer and customer, the customer should not be allowed to respond to the customer's phone call based on the customer and customer compatibility data stored in the compatibility data storage means determines, if it is determined that should reject, telephone exchange, characterized in that it comprises a congeniality determination means for storing a combination of telephone number and the answering party's extension number of the customer to the compatibility information storage means, the . The telephone exchange according to claim 1 , wherein
And customer emotion data storage means for storing emotion data of the customer that is generated by the previous SL emotion data generating means,
An agent emotion data storage unit for storing the emotion data of the agent generated by the emotion data generation unit;
For each customer, determine the customer's emotion tendency based on the customer's emotion data stored in the customer emotion data storage means, and associate the determined emotion tendency with the customer to the customer information storage means Emotion tendency judgment means to memorize,
For each responder, the skill level of the responder is determined based on the respondent's emotion data stored in the respondent emotion data storage means, and the determined skill level is associated with the responder. And a skill determination means for storing the information in the attendee information storage means. The telephone exchange according to claim 1 or 2 ,
An incoming call rejection information storage means for storing a telephone number of a customer to be rejected;
An incoming call rejection unit for rejecting an incoming call if the caller's number of the call is stored in the incoming call rejection information storage unit when a call is received from the outside line;
The respondent selection means includes:
A telephone exchange characterized in that, when a call received from the outside line is not rejected by the incoming call rejection means, an extension number of a person who responds to the call is selected. A telephone exchange that accommodates an outside line and a plurality of extension telephones ,
For each customer, customer information storage means for storing the customer's telephone number and emotion tendency,
For each responder, an attendant information storage means for storing the extension number and skill level of the responder;
Corresponding information storage means for storing the skill level of the respondent who can respond to the telephone of the customer having the emotion tendency for each emotion tendency,
An incoming call rejection information storage means for storing a telephone number of a customer to be rejected;
When a call is received from the outside line, if the caller number of the call is stored in the incoming call rejection information storage means, an incoming call rejection means for rejecting the call;
When a call received from the outside line is not rejected by the incoming call rejection means, the emotion information of the caller of the call is specified from the customer information storage means based on the caller number of the call, and the correspondence information From the storage means, the skill level of the responder who can respond to the telephone of the customer having the specified emotion tendency is specified, and from the receiver information storage means, at least the extension number of the response person having the specified skill level An attendant selection means for selecting one;
An incoming call notification transmitting means for transmitting an incoming call notification for the call to the extension telephone identified by the extension number selected by the respondent selecting means;
Emotion data generating means for generating emotion data of the customer by performing emotion voice recognition processing on the call voice data of the customer who is one party of the call for each call;
Customer emotion data storage means for storing customer emotion data generated by the emotion data generation means;
For each customer, based on the customer emotion data stored in the customer emotion data storage means, determine whether the customer should be set to call rejection, and if it is determined that the customer should be set to call rejection , telephone exchange, characterized by having a call rejection judging means for storing the telephone number of the customer to the call rejection information storage means. The telephone exchange according to any one of claims 1 to 4 ,
A holding means for holding the call in accordance with the hold request from the extension telephone;
A hold information storage means in which a hold sound or a hold message is stored for each emotional state;
Emotion state determination means for determining the emotional state of the customer based on the customer's emotion data generated by the emotion data generation unit for the call when the call is put on hold by the holding unit. And
The holding means is
To a customer who is one party of the held call, a holding sound or a holding message stored in the holding information storage unit is transmitted in association with the emotional state of the customer determined by the emotional state determining unit. A telephone switch characterized by that. The telephone exchange according to any one of claims 1 to 5 ,
For each call, a three-way call determination means for determining the need for three-way call based on emotion data generated by the emotion data generating means with respect to the call,
The telephone exchange further comprising: a three-way call means for causing a predetermined telephone to participate in a call determined to be necessary for the three-way call by the three-way call determination means.   An incoming call notification method to an extension telephone by a telephone exchange,
  When the telephone exchange receives a call from an outside line,
  Based on the caller number of the call, identify the caller's emotional trend from the customer information storage means in which the phone number and emotional trend are stored for each customer,
  From the correspondence information storage means in which the skill level of the responder who can respond to each emotion tendency is stored, the skill level of the responder who can respond to the customer's phone with the identified emotion tendency is specified,
  From the responder information storage means in which the extension number and skill level are stored for each responder, the extension number of the respondent who has the specified skill level, and the customer's phone number and the call from the customer are answered. At least one extension number other than the extension number stored in association with the caller number of the call is selected in the compatibility information storage means in which the combination with the extension number of the non-responder is stored,
  Send an incoming call notification to the extension telephone identified by the selected extension number;
  For each call, emotional voice recognition processing is performed on the call voice data of each of the customer and the customer who are parties to the call to generate emotional data for each of the customer and the customer, and the generated customer and the customer are generated. Based on the sentiment data, the compatibility data of the customer and the responder is generated and stored in the compatibility data storage means,
  Whether for each combination of customer and customer, the customer should not be allowed to respond to the customer's phone call based on the customer and customer compatibility data stored in the compatibility data storage means When it is determined that it should be rejected, the combination of the customer's telephone number and the extension number of the customer is stored in the compatibility information storage means
  An incoming call notification method to an extension telephone.   An incoming call notification method to an extension telephone by a telephone exchange,
  When the telephone exchange receives a call from an outside line,
  If the caller number of the call is stored in the incoming call rejection information storage means in which the telephone number of the customer to be rejected is stored, the call is rejected.
  If the caller number of the call is not stored in the incoming call rejection information storage unit, the call information is stored from the customer information storage unit that stores the telephone number and emotion tendency for each customer based on the caller number of the call. Identify emotional trends of callers in
  From the correspondence information storage means in which the skill level of the responder who can respond to each emotion tendency is stored, the skill level of the responder who can respond to the customer's phone with the identified emotion tendency is specified,
  Select at least one extension number of the respondent having the specified skill level from the respondent information storage means in which the extension number and skill level are stored for each responder,
  Send an incoming call notification to the extension telephone identified by the selected extension number;
  For each call, emotion voice recognition processing is performed on the call voice data of the customer who is the party of the call, and the customer emotion data is generated and stored in the customer emotion data storage means,
  For each customer, based on the customer emotion data stored in the customer emotion data storage means, determine whether the customer should be set to call rejection, and if it is determined that the customer should be set to call rejection And storing the telephone number of the customer in the incoming call rejection information storage means
  An incoming call notification method to an extension telephone.

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