JP5937796B2 - Call recording system and method in call center system - Google Patents

Description

  The present invention relates to a call recording system and method in a call center system.

In a conventional call recording method, in a network system having an IP (Internet Protocol) telephone, a call of the IP telephone flows as a voice packet on the network, and the voice recording is realized by recording the voice packet.
Patent Document 1 discloses a technique related to a call recording system in a network system having an IP phone. This system provides a call recording system in which a call recording server records a place where each telephone terminal has been individually provided with a recording device. For calls between arbitrary telephone terminals on an IP network. When a recording request is generated, call control means for switching a call partner between each telephone terminal to a call recording server, and a voice packet sent from each telephone terminal to the call recording server is transferred to the original call partner of each telephone terminal. Means, and storage means for storing in the recording device voice packets / data sent from each telephone terminal to the call recording server, and recording a telephone call between the telephone terminals.

  In Patent Document 2, a call recording system in a network system having an IP phone, the voice packet extracting means for extracting a voice packet from information flowing on the network, and the extraction according to the start of the call of the IP phone Recording means for starting conversion processing of voice packets into voice data, ending the processing in response to the end of the call and creating recording data relating to the call of the IP telephone, and information relating to the start and end of the call A call recording system comprising recording means for recording as a call log and recording the recorded data as a recording log in association with the call log. The recording means may comprise a correspondence table between IP addresses and extension numbers related to the IP telephone. Patent Document 2 provides a call system that can perform call recording independent of the type of exchange by using a call log, a recording log, and a recording means.

  Patent Document 3 proposes audio recording. Listening is an operation mode in which a call between two telephones (two-party call) is joined and only the content of the call is received, and transmission is not possible. In a call center, it is mainly used when a supervisor (supervisor) listens to a call between an end user and an operator. In Patent Literature 3, a station trunk that accommodates a public terminal via a public line network, an extension trunk that accommodates an extension terminal, a wireless communication extension trunk that accommodates a wireless communication extension terminal, and a requested extension target terminal. And a private branch exchange apparatus having a listen control unit that transmits the listening data of the voice recording unit to the requested address of the voice recording unit, and a call state performed through each trunk of the private branch exchange unit, A listening terminal that requests the listening control unit to listen to the content of the call when the listening control unit is detected; It is an object of the present invention to provide an audio recording device that enables recording of a call regardless of the type of terminal connected to the.

JP 2003-046646 A JP 2008-098905 A JP 2009-159243 A

However, in Patent Document 1, since the recording start / end control method depends on call control information from the exchange, there is a problem that call recording cannot be performed when the type of the exchange is changed.
Moreover, since the patent document 2 uses an IP address and an extension number when a call log is created by the recording means, there is a problem that it is impossible to record a call in an audio connection connected to a trunk in which the extension number is not linked. The reason why the call cannot be made is that when the supervisor joins and listens to the place where the end user and the operator are making a call (two-party call), the connection form of the three-party call is established. Each supervisor is connected via a three-way call trunk. For this reason, the end user's call is a call between the end user telephone and the three-way call trunk, and there is a problem that the extension number necessary for creating the recording log is not linked because there is no operator extension number. Further, when the operator is located outside the call center and is connected to the operator telephone via the office line, the operator telephone does not have an extension number, so that there is a problem that the extension numbers do not cooperate.

Furthermore, also in Patent Document 3, when performing listening, an interface is required between the private branch exchange and the call recording server in order to configure the listening control unit in the private branch exchange and instruct the call recording device to start and end the listening. Become. When the type of private branch exchange was changed, there was a problem that call recording could not be performed.
SUMMARY OF THE INVENTION An object of the present invention is to provide a call recording system and method in a call center system that can solve the above problems and can cope with various operation modes of the call center system.

To achieve the above object, the present invention provides a call recording system and method in a call center system as follows.
(1) A call recording system in a call center system,
A three-party call trunk (CFT) for carrying voice packets between a first telephone connected to the public network and a second telephone connected to the public network;
An automatic voice response (IVR) server that accommodates a plurality of telephone extensions that are enabled to communicate via the CFT;
An incoming call from the first telephone is received at one extension of the IVR server, the incoming call is transferred from the IVR server to the second telephone, and the first telephone and the IVR server 1 A Computer Telephony Integration (CTI) server that creates a connection where one extension and the second telephone are connected to the CFT;
A recording file created by extracting the voice packet and a call recording server for storing recording information related to the recording file,
The CTI server creates call information related to the voice packet and notifies the call recording server, and the call recording server performs a process of associating the call information with the recording information, and relates to the recording file. A call recording system characterized by generating additional information of a recording file.
(2) The call recording system according to (1) above, further comprising a third telephone that enables a three-way call or listening through the CFT.
(3) A filter (FLT) server that extracts only the voice packet by a filtering function, and a logger (LGR) server that creates the recording file and the recording information related to the extracted voice packet. The call recording system according to (1) or (2) above.
(4) In the above (1) to (3), the second telephone is connected via a virtual private network (VPN) or a wide area network (WAN) instead of the public network The call recording system according to any one of the above.
(5) The CTI server manages call information of a call that has occurred, a call information processor that stores the call information, and call information management that manages call information generated based on the call information The call recording system according to any one of (1) to (4), further comprising: a call recording server connection processing unit for notifying the call recording server of the call information.
(6) A call information management unit that manages call information received from the CTI server, and a recording file additional information generation unit that generates recording file additional information based on the call information and the recording information. The call recording system according to any one of (1) to (5) above, comprising:
(7) A call recording method in a call center system comprising a computer telephony integration (CTI) server and a call recording server,
A voice packet between a first telephone connected to the public network and a second telephone connected to the public network is made to flow through a three-way trunk (CFT);
An automatic voice response (IVR) server accommodating a plurality of telephone extensions is provided so as to be able to make a call via the CFT,
The CTI server causes an incoming call from the first telephone to arrive at one extension of the IVR server, transfers the incoming call from the IVR server to the second telephone, and Create a connection form in which one extension of the IVR server and the second telephone are connected to the CFT, create call information related to the voice packet and notify the call recording server,
The call recording server stores a recording file created by extracting the voice packet and recording information related to the recording file, performs a process of associating the call information with the recording information, and relates to the recording file. A call recording method characterized by generating additional information of a recording file.
(8) The call recording according to (7), wherein the second telephone is connected via a virtual private network (VPN) or a wide area network (WAN) instead of the public network. Method.

  ADVANTAGE OF THE INVENTION According to this invention, the call recording system and method in a call center system which can respond | correspond to the various operation | use form of a call center system can be obtained. That is, according to the present invention, it is possible to construct a call recording system in a call center system even in a connection form of listening or three-way calling in which the extension number is not included in the recording information. In addition, even if the operator telephone (terminal) is non-CTI-linked or even a home call center configuration that is a telephone (terminal) connected to a general public network, a call recording system in a call center system that enables call recording is provided. Can be built.

It is a figure which shows one Example of the call recording system in the call center system which concerns on this invention. It is a figure which shows the other Example of the call recording system in the call center system which concerns on this invention. It is a figure which shows an example of the storage method of the recording file in this invention. It is a figure which shows the other Example of the call recording system in the call center system which concerns on this invention. (A) is a figure which shows the structural example in the connection operation which does not include the IVR server in a call center system, (b) is a figure which shows the structural example in the connection operation which cannot listen. (A)-(c) is a figure which shows an example of the flow of the audio | voice packet in the telephone call recording system which concerns on this invention. It is a figure which shows the structural example of the CTI server which bears the telephone call recording system which concerns on this invention. It is a figure which shows the structural example of the call recording server which bears the call recording system which concerns on this invention. It is a figure which shows an example of the table structure in the external line connection of the CTI server or call recording server which bears the call recording system which concerns on this invention. It is a figure which shows an example of the table structure in the extension connection of the CTI server or call recording server which bears the call recording system which concerns on this invention. It is a figure which shows an example of the format of OP information (external line connection). It is a figure which shows an example of the format of OP information (extension connection). It is a figure which shows an example of the format of SPV information (extension connection). It is a figure which shows an example of a format of IVR information. It is a figure which shows an example of the format of outside line trunk information (GW / TU). It is a figure which shows an example of a format of CFT trunk information (TU). It is a flowchart which shows an example of the telephone call information preparation in the telephone call recording system which concerns on this invention. It is a flowchart which shows an example of the process in the setting of "internal / external line number 1." It is a flowchart which shows an example of the process in "prior call information" storage. It is a figure which shows an example of the format of the sound recording information and sound recording file additional information in the telephone call recording system which concerns on this invention.

  The present invention provides a call recording system and method in a call center system that constructs a call recording system by providing call information from a computer telephony integration (CTI) server to a call recording server.

  A call center system includes a gateway (GW) for connecting a line connected to a public network or a telephony unit (Telephony Unit: TU) that accommodates a public line connection trunk, and a telephony manager (Telephony Manager) having an IP-compatible circuit switching function. : TM) device, three-party call trunk (CFT) (accommodated in TU) used for three-party call / listening, CTI function, automatic call distribution (ACD) function, and call recording server connection function A CTI server, an automatic voice response (IVR) server having an automatic voice response function, a telephone (terminal) used by an operator or supervisor (supervisor), and a telephone (terminal) used by the operator or supervisor ) Can be operated from a PC screen. A client PC having a business application function used for the application and a Web server having a function for controlling and managing the business application can be provided. The CTI server is a call that uses voice packets as a call center call mode, and in addition to a two-party call between an end user and an operator telephone (terminal), a three-party call, listening, and an operator telephone that is not subject to CTI cooperation (terminal) And a call information generation function including all call modes of a call center including a call mode using a).

  The call recording system includes a call recording server having a recording function such as storage, management, and reproduction of a call recording file, a filter (FLT) server having a voice packet extraction function on an IP network, and voice via the FLT server. A logger (LGR) server having a function of receiving a packet and creating a recording file and recording information can be provided. The call recording system also includes call information generating means for generating call information from CTI call information, recording file generating means for generating a recording file after extracting a voice packet flowing through the network, and a call start time of the recording file. Recording information generating means for generating information related to the call end time, IP address, port number, and IP as recording information, and recording file additional information used for managing and playing the recording file from the recording information and the call information And a recording file additional information generating means.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
FIG. 1 is a diagram showing an embodiment of a call recording system in a call center system according to the present invention. In this example, a call recording method in a home call center system is shown. As shown in the figure, this system includes a call recording server 101, an LGR server 102, an FLT server 103, a CTI server 104, a TM device 105, a GW or TU 106, a GW 107, a public network 108, and an end user telephone (terminal) that is sent to a call center. 109, public network 110, line termination unit (NCU) 111, call center operator telephone (terminal) 112, operator client PC 113, Web server 114 for controlling the Web application screen displayed on the screen of the client PC, and a plurality of telephone extensions. It includes an IVR server 115 to accommodate, a CFT 116 for a three-party call or listening trunk, a telephone (terminal) 117 for a supervisor (supervisor), and the like.

  The NCU 111, the terminal 112, and the PC 113 have devices for a plurality of operators. In this configuration, since the telephone 112 is a telephone connected to the public network, the call center configuration is such that the CTI server 104 is a telephone that cannot be managed as a telephone state (not subject to CTI cooperation). In this configuration, the GW or the TU 106 indicates a device used when the GW connects with the IP network, and indicates a device used when the TU connects with the ISDN public network.

  In this example, when a call is made from the end user 109, the call arrives at the GW or TU 106 via the public network 108. This incoming call is notified to the TM device 105, and the TM temporarily queues the incoming call to the virtual device queue inside the TM, and notifies the CTI server 104 of the incoming call queuing event as CTI connection information.

  The CTI server 104 manages the available state of the operator telephone 112 in advance. When the incoming call queuing event is notified, the CTI server 104 determines an empty operator and an operator with a high waiting priority order, and sets the telephone 112 of the corresponding operator. An ACD incoming call (incoming call by the automatic call distribution function) is instructed to transfer a queuing call. However, when the incoming call is simply made to the telephone set, the telephone set 112 is not subject to CTI cooperation, so that it is impossible to listen from the supervisor telephone set 117, and the operator management required for the call center operation cannot be performed.

  In order to avoid this, the CTI server 104 causes the incoming call that has been queued to the virtual device queue to arrive at the one extension of the IVR server 115 before the ACD incoming call is made to the operator telephone 112, and After the server 115 answers, this call is forwarded to the operator telephone 112, and when the telephone 112 answers, it is brought into a three-party call. The call connection at this time is a connection form of a three-party call in which the end user telephone 109, one extension of the IVR server 115, and the operator telephone 112 are connected to the CFT 116. Also, in this three-party call state, as shown by the dotted arrows in the figure, voice packets are transmitted / received through three routes, GW or TU 106 and CFT 116, IVR server 115 and CFT 116, and GW 107 and CFT 116, respectively. Voice packet communication is performed in both directions (one dotted arrow indicates two voice packet communications for transmission and reception). However, a silent voice packet flows between the IVR server 115 and the CFT 116, and a voice packet is silently transmitted from the IVR server to the CFT, which is essentially a call between the end user telephone 109 and the operator telephone 112. A method (FIG. 3) for accumulating these voice packets in the call recording file will be described later.

  In a system configuration in which the operator telephone is not CTI-linked as in the present embodiment, CTI control is possible for calls of a three-party call by adopting a three-party call connection form including an IVR server linked with CTI. Thus, it becomes possible to construct a call center system capable of three-party calls and listening. The call recording system at this time always includes either a voice packet between the GW or TU 106 and the CFT 116 or a voice packet between the GW 107 and the CFT 116 (the two voice packets include a two-party call between the end user and the operator). Therefore, it is necessary to have a system configuration in which one or three voice packets (in this embodiment) are recorded. Here, the reason why all the voice packets are not left is to efficiently save the recording file by limiting the recording contents so as not to overlap. Either one of the end user side (the voice packet side of the GW or TU 108) or the operator side (the voice packet side of the GW 107) is stored in accordance with the operation. When storing on the operator extension side, it is necessary to set recording routes (IP address and port number) for the number of operator extensions, and a recording file mainly composed of operator calls is generated. In addition, when storing the end user side, it is necessary to set recording routes (IP address and port number) as many as the number of office lines, and a recording file mainly including office line calls is generated. The storage position is determined from the set number and the main recording file.

  Since the CTI server manages all the three-party call connection modes, it is possible to create each call information linked to the plurality of voice packets and notify the call recording server 101 of the call information. As a result, the call recording server 101 can supplement information that cannot be generated only by the call recording system, for example, operator number information, from the call information, thereby realizing a call recording system.

  Further, the client PC 113 displays a Web application screen in cooperation with the Web server 114. In the system configuration of this embodiment, since the operator telephone 112 is not subject to CTI cooperation, when the operator responds / disconnects the telephone 112, the client PC 113 is also operated by the operator at the same time through the Web server 114. The operator telephone state is notified to the server 104, and operator telephone cooperation is realized instead of CTI cooperation.

For example, when an incoming call is displayed on the Web screen, the operator operates a response from the Web screen and answers the telephone 112. In response to this, the CTI server 104 manages the state of the telephone 112 during a call and also manages the operator state as a call. The operator disconnects the telephone 112 and operates the disconnection from the Web screen. In response to this, the CTI server 104 manages the state of the telephone 112 during idling and manages the operator state as after-working. Following the telephone disconnection, the operator registers the incoming work contents on the Web screen, and when the registration is completed, the operator operates after-work cancellation from the Web screen. In response to this, the CTI server 104 keeps the state of the telephone 112 idle, and manages the operator state as waiting for an incoming call.
With the call recording method described above, even in a home call center system where the operator telephone is not subject to CTI cooperation, the CTI server can manage the operator telephone status, and the CTI server generates call information, thereby Can be built.

  FIG. 2 is a diagram showing another embodiment of the call recording system in the call center system according to the present invention. In the embodiment of FIG. 1, the three-party call state in which the end user telephone 109, the operator telephone 112, and the IVR server 115 are connected to the CFT 116 has been described. However, in this example, the supervisor telephone 117 is additionally connected to the CFT 116. An embodiment in which listening is performed will be described.

Here, “listening” is an act of listening to the contents of the telephone conversation between the end user telephone 109 and the operator telephone 112, and refers to a telephone connection method that does not speak. In the case of listening, the voice packet flows from the CFT 116 to the supervisor telephone 117, but the voice packet does not flow from the telephone 117 to the CFT 116.
For example, in the listening shown in the figure, the telephone 117 (or the PC 118 that cooperates with the telephone 117 with the CTI) requests the CTI server 104 to listen to the CTI server, and the CTI server instructs the TM 105 to additionally connect the listening. Can be additionally connected to the CFT 116 and listening can be realized. At this time, the CFT 116, the telephone 117, the GW or TU 106, the GW 107, and the IVR server 115 configure four routes of voice packets as indicated by dotted arrows in the figure.

  Although the system configuration of this figure shows an example in which one supervisor phone performs listening, it is also possible to listen sequentially from a plurality of phones. Similarly, multi-person listening can be configured by additionally connecting a desired telephone to the CFT 116. Note that CFT can connect up to 8 parties. When connecting beyond this, CFT is implemented using a plurality of trunks.

  FIG. 3 is a diagram showing an example of a recording file storage method according to the present invention. This shows a method of storing the previous voice packet in the call recording server 101 as a recording file. In FIG. 3, in the connection where the supervisor telephone 117 shown in FIG. 2 is listening, voice packets flow as indicated by dotted arrows in the figure. The network is set so that these voice packets are input 301 to the FLT server 103. The FLT server 103 extracts only the voice packet by the filtering function, and notifies the LGR server 102 of the filtered voice packet as indicated by an arrow 302. The LGR server 102 creates a recording file related to the voice packet sent from the FLT server 103 and recording information related to the recording file, and registers them in the call recording server 101 as indicated by an arrow 303. The call recording server 101 manages the recording file and the recording information 304 (FIG. 20).

  FIG. 4 is a diagram showing another embodiment of the call recording system in the call center system according to the present invention. In this example, an operator telephone is shown as an extension telephone. As shown in the figure, when the operator telephone 404 is connected by a virtual private network (VPN) or wide area network (WAN) 402 in an extended network configuration, the operator telephone 404 becomes an extension telephone under the TM 105, and the client PC 405 is also connected. It is configured to be connected to a call center network. This configuration is possible even when the operator side is at home, and is often used when the CTI server 104 and TM105 devices are installed in the data center and the operator telephone and PC are installed in the call center site. . In the configuration example of this figure, connection to the VPN or WAN 402 is made using layer 3 switches (L3SW) 401 and 403.

  In this configuration, it is not necessary to use a three-party call configuration including an IVR server for the purpose of listening to the supervisor, so the voice packet flows between the GW or TU 106 and the operator telephone 404 as indicated by the dotted arrow. It becomes a configuration of a call center system. In the call recording system, the voice packet is extracted by the FLT server 103 by the filtering function, and the call recording server 101 stores and manages the recording file and the recording information via the LGR server 102.

FIG. 5A is a diagram illustrating a configuration example in a connection operation that does not include an IVR server in the call center system, and FIG. 5B is a diagram illustrating a configuration example in a connection operation in which listening is impossible.
First, the connection operation will be described with reference to FIG. In FIG. 1 and FIG. 2, the three-way call connection including the IVR server has been described, but this figure shows the connection operation when the IVR server is not included. As shown in the figure, when the end user telephone 109 and the operator telephone 112 are talking, a voice packet flows between the GW or TU 106 and the GW 107 as indicated by a dotted arrow. The voice packet is extracted by the FLT server 103 by the filtering function, and the recording file and the recording information are accumulated and managed in the call recording server 101 via the LGR server 102.

  Next, a description will be given of a connection operation incapable of listening with reference to FIG. As shown in the figure, when the end user telephone 109 and the operator telephone 112 are talking, a voice packet flows between the GW or TU 106 and the GW 107 as indicated by a dotted arrow. However, since this voice packet flows between telephones that are not CTI-linked, the supervisor telephone 117 cannot designate a call to be listened to by CTI. For this reason, call recording operation is possible, but listening cannot be performed. For this reason, this example is not suitable for call center system operation.

6A to 6C are diagrams showing an example of the flow of voice packets in the call recording system according to the present invention. As described above, the connection between the GW or TU 106 on the end user connection side and the GW 107 on the operator connection side will be described.
FIG. 6A shows a connection at the time when the end user connects to the IVR server 115 and makes a transfer transmission from the IVR server 115 to the operator side, and voice packets 601 and 602 are generated and connected. These become the input 603 of the FLT server 103.
FIG. 6B shows the connection when the operator side makes a three-party call after answering and the end user and the operator start the call, and voice packets 610, 611 and 612 are generated and connected. These become the input 614 of the FLT server 103.
FIG. 6C shows a connection at the time when the supervisor telephone 117 listens to the call between the end user and the operator, and the voice packet 613 is generated and connected to the place where the voice packets 610, 611, and 612 are connected. Is done. These become the input 615 of the FLT server 103. However, depending on the system configuration and the location of the FLT server, not all voice packets may be input to the FLT server 103, and the number of voice packets may increase. At a minimum, a voice recording system configuration in which voice packets 601 and 610 to be connected by an end user are input to the FLT server 103 or voice packets 602, 612 and 613 to which an operator telephone / supervisor telephone is connected is used as the FLT server 103. It is necessary to realize a call recording system configuration for inputting to the phone.

FIG. 7 is a diagram showing a configuration example of the CTI server that bears the call recording system according to the present invention. The CTI server 70 includes a CTI connection control unit 71, an ACD control unit 72, an IVR connection control unit 73, a client connection control unit 74, and a continuous connection control unit 75. Hereinafter, the configuration and function of the CTI server device 70 will be described.
The CTI connection control unit 71 is a part that performs CTI interface communication between TM devices. The CTI connection processing unit 712 realizes CTI interface communication between TMs, and the CTI call information processing unit 713 uses an operator extension that uses CTI interface communication. Call control and IVR extension call control are realized, and call information 716 used for input / output of the CTI interface is managed by using the storage means 76. The CTI control unit 711 connects the end user telephone (terminal), the operator extension / external telephone (terminal), and the IVR server extension. The device management unit 714 manages extension telephones (terminals) and IVR server extensions. The trunk management unit 715 manages an outside line trunk and a CFT trunk.

  The ACD control unit 72 includes an empty OP (operator) extension management unit 721, an empty IVR extension management unit 722, an operator extension by the ACD processing unit 723, or an incoming / response / disconnection instruction to an operator external line, and an IVR extension by the IVR processing unit 724. Incoming, answering, and disconnecting instructions are realized. The ACD control unit 72 uses the storage means 76 for the extension state information 725, OP (operator) information 726, SPV (supervisor) information 727, IVR extension information 728, operator-connected external trunk information 729, and CFT trunk information 730. And manage.

The IVR connection control unit 73 is a part that performs interface communication between IVR servers, and the IVR server connection processing unit 731 performs communication.
The client connection control unit 74 communicates with the Web server device when the client PC is not CTI-linked, and directly communicates with the client PC when the client PC is CTI-linked. 741 is realized.
The serial connection control unit 75 performs interface communication between the call recording servers, and communicates with the call recording server connection processing unit 751 so that the call information management unit 752 generates the call information 753 generated by the CTI server 70. The storage means 76 is used for management.
The CTI server 70 realizes control and management as a central device of a call center system by making full use of CTI control, generates call information 753 by making full use of call information obtained from the CTI, and notifies this to the call recording server A call recording system and method thereof are realized.

FIG. 8 is a diagram showing a configuration example of a call recording server that bears the call recording system according to the present invention. The call recording server device 80 includes an LGR connection control unit 81, a CTI connection control unit 82, a recording file management unit 83, and a reproduction control unit 84. Hereinafter, the configuration and function of the call recording server 80 will be described.
The LGR connection control unit 81 includes an LGR connection processing unit 811 that performs interface communication between LGR servers, a recording file management unit 812 that receives a recording file path created by the LGR and receives a recording file, a recording file temporary storage 814, and a recording file And a recording information management unit 813 that receives the recording information 815 generated by the LGR server.

The CTI connection control unit 82 includes a CTI server connection control processing unit 821 that performs interface communication between CTI server devices, and a call information management unit 822 that manages call information 823 received from the CTI server.
The recording file management unit 83 stores the recording file additional information based on the recording file storage management unit 831 that stores and manages a plurality of recording files, the call information 823 received from the CTI server, and the recording information 815 received from the LGR server. 836 is generated.
A recording file additional information generation unit 832, a recording file additional information management unit 833 that manages the recording file additional information generation unit 833, and a recording file backup unit 834 that periodically backs up the recording file storage 835 to another medium.

  The playback control unit 84 performs playback of the recorded file in the recorded file playback control unit 842 in response to a playback request from the client PC or a request from the recorded file playback Web screen managed by the call recording server, and client interface connection processing A unit 843, a reproduction Web screen process 844, a recording file additional information search unit 841, and a recording file reproduction control unit 842.

  FIG. 9 is a diagram showing an example of a table configuration in the external line connection of the CTI server or the call recording server that bears the call recording system according to the present invention. 9A, in the external line connection, (1) shows call information, and (2) shows a connection form. (1) Call information (external line connection) indicates call information generated by the CTI server (FIG. 7). The information elements of the table in this figure are: connection start time, connection end time, call ID, IP address 1, port 1, extension / external number 1, IP address 2, port 2, extension / external number 2, calling number, destination number, Has an agent ID.

  In the table of this figure, 610 content indicates information added to a voice packet between the GW or TU 106 and the CFT 116. Similarly, 611 content is between the IVR server 115 and the CFT 116, 612 content is between the GW 107 and the CFT 116, and 613 content. Indicates information to be added to a voice packet between the supervisor telephone 117 and the CFT 116, respectively.

  The connection start time and the connection end time indicate information that is time-stamped at a timing notified from the CTI interface that a voice packet is connected with a flow call. The call ID is ID information when the CTI server manages the call, and related calls of 610, 611, 612, and 613 indicate numbers managed as the same call ID. IP address 1 and port 1 indicate IP information when the original call (the call of the transfer source and the CFT is not connected) performs voice packet communication. The extension / external number 1 indicates the number information of the original call (extension number or an external number when the operator telephone is an external telephone). IP address 2 and port 2 indicate IP information when the original call partner performs voice packet communication. The extension / external line number 2 indicates number information of the original call partner. The calling number indicates a calling number (caller number) notified from the public network when the end user telephone 901 sends a call and arrives at the GW or TU 106 from the public network. The called number indicates the number notified from the public network when the end user telephone makes an incoming call to the GW or TU 106 via the public network. The agent ID is information indicating the ID of the operator or supervisor.

  The call information values shown in the table of this figure are examples of each when voice packets 610, 611, 612 and 613 are connected, and the shaded portions in the figure are obtained from call control by the CTI server. Based on the received information, the voice packets 610, 611, 612, and 613 are values generated while judging as one call.

The IP address 1 and port 1 of 610 contents use the trunk information notified from the CTI interface with the IP address and port number of the GW or TU 106, and refer to the external trunk information (GW / TU) in FIG. Obtain and set the IP address and port number.
The IP address 1 and port 1 of the contents 611 use the IVR extension information notified from the CTI interface and the extension channel information notified from the IVR server device, and refer to the IVR information in FIG. And set.
The IP address 1 and port 1 of the contents 612 use the trunk information notified from the CTI interface with the IP address and port number of the GW 107, and refer to the external trunk information (GW / TU) in FIG. And determine the port number.

The IP address 1 and port 1 of the contents 613 use the supervisor extension number notified from the CTI interface, and obtain and set the IP address and port number with reference to the SPV information (extension connection) in FIG.
The IP address 2 and port 2 of 610 contents use the information on the connection form of the three-party call / listening notified from the CTI interface, and set “CFT”. Similarly, “CFT” is set for 611 content, 612 content, and 613 content.
The IP address and port number of the CFT are information shown in the CFT trunk information (TU) in FIG. 16, but since the IP information is not notified from the CTI interface, “CFT” is set. The call recording server manages the information of FIG. 16 to set the IP address 2 and the port number 2 of the CFT trunk portion of the recording file additional information 836.

  The calling number and called number are obtained by setting the calling number and called number notified from the CTI interface in all of the 610 contents, 611 contents, 612 contents, and 613 contents. The agent ID is also set for all of the 610 contents, 611 contents, 612 contents, and 613 contents by referring to the OP information (external line connection) in FIG. 11 from the external line information corresponding to the operator external line telephone 902. To do.

  FIG. 10 is a diagram showing an example of a table configuration in the extension connection of the CTI server or the call recording server that bears the call recording system according to the present invention. In FIG. 10 (b) extension connection, (1) shows call information, (2) shows connection mode 1, and (3) shows connection mode 2. (1) Call information (extension connection) indicates call information generated by the CTI server device (FIG. 7). The table of this figure is the same as the call information of FIG. 9, and the information elements are connection start time, connection end time, call ID, IP address 1, port 1, extension / external number 1, IP address 2, port 2, extension / external number. 2. Calling number, called number, and agent ID.

  In the case of the call information (extension connection) in this figure, it is set using the information notified from the CTI interface as in the case of the call information in FIG. For example, since the operator extension telephone 903 is connected to the content 620, the IP address 2 and port 2 use the extension number notified from the CTI interface, and refer to the OP information (extension connection) in FIG. Set. The extension / external number 2 is set by referring to the extension number notified from the CTI interface.

FIG. 17 is a flowchart showing an example of call information creation in the call recording system according to the present invention. Hereinafter, the creation process in the call information will be described.
First, in step S1701, "connection start time" and "connection end time" are set with a time stamp at the timing when the connection start / connection end of the call information is notified from the CTI interface. In step S1701, the connection start time and end time of the call are acquired, and in step S1702, “call ID” is acquired from the CTI call information for the call. After the call ID of the call is acquired in the previous step S1702, if it is determined in step S1703 that the original call is an extension from the extension number and CTI call information, the OP information (FIG. 12) SPV is determined from the extension number. With reference to the information (FIG. 13) and IVR information (FIG. 14), the process proceeds to step S1704 in which “IP address 1” and “port 1” are set. If it is determined, transition to step S1705 for setting “IP address 1” and “port 1” with reference to the external trunk number is selected by the trunk number / circuit number.

  If it is an extension number and the extension of the original call is determined from the CTI call information, the OP information (FIG. 12) SPV information (FIG. 13) IVR information (FIG. 14) is referred to by the extension number in step S1704, and “IP “Address 1” and “Port 1” are set. On the other hand, if it is an external line number and it is determined that the original call is an external line from the CTI call information, in step S1705, referring to the external line trunk number (FIG. 15), “IP address 1” and “ Set port 1 ".

  In the previous step S1704, the OP information (FIG. 12) SPV information (FIG. 13) IVR information (FIG. 14) is referred to from the extension number, and after setting “IP address 1” and “port 1”, or in the previous step S1705 In step S1706, the "extension / external line number 1" storage routine (FIG. 18) is called to call "extension / external line number". Set “1”.

After the execution of the routine for storing the “internal / external line number 1” in the previous step S1706, the routine for storing the pre-call information (FIG. 19) is called in step S1707 to call “IP address 2” and “port number 2”. ”And“ extension number 2 ”. After execution of the routine for storing the previous call information in the previous step S1707, the “calling number” is set by the CTI call information of the original call in step S1708.
After the “calling number” is set by the CTI call information of the original call in the previous step S1708, the “called number” is set by the CTI call information of the original call in step S1709.

  After “Called number” is set by the CTI call information of the original call in Step S1709, “Agent ID” is set in Step S1710. “Agent ID” is an ID used when an operator and a supervisor cooperate with CTI. OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) To set the agent ID of the operator or supervisor.

  FIG. 18 is a flowchart illustrating an example of processing in the setting of “extension number 1”. This is a flowchart that is called and executed from the step (S1706) of setting "extension / external line number 1" in the flowchart of FIG. “Extension number 1” is the number of the telephone (terminal) managed by the call center system to which “IP address 1” and “port 1” are connected. The operator extension number, supervisor extension number, IVR extension number, or operator An outside line number is set. This “extension / external number 1” does not include the calling number of the end user telephone (terminal).

  First, in step S1801, it is determined whether the connection destination of the original call is a connection from an IVR extension or the other. In step S1801, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) is referred to for the original call from the CTI call information. If it is determined that the extension is an IVR extension, the process proceeds to step S1802 in which the extension number is assigned to “extension number 1” and the extension number is set. If it is determined, a transition to step S1803 for determining whether the connection is from an OP extension or the other is selected.

In the previous step S1801, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the original call from the CTI call information If it is determined that the extension is an IVR extension, in step S1802, the call information is referred to "extension number 1" and the IVR extension is assigned from the IVR information (FIG. 14). At the end of this process, the “extension / external line number 1” process is completed.
In the previous step S1801, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the original call from the CTI call information In step S1803, it is determined whether the connection is from an OP extension or another. In step S1803, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) is referred to for the original call from the CTI call information. If the extension is determined to be an OP extension, the process proceeds to step S1804 where an extension number is assigned to “extension number 1” with reference to the OP information. If it is determined that the line is other than the extension line, a transition to step S1805 for determining whether the connection is from the OP external line or the other line is selected.

  In step S1803, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the original call from the CTI call information. If it is determined to be an OP extension with reference, a step of assigning and setting an OP extension number with reference to OP information (extension connection) (FIG. 12) from call information to “extension number 1” in step S1804. At the end of this process, the “extension / external line number 1” process is completed.

  In step S1803, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the original call from the CTI call information. If it is determined that the line other than the OP extension is referenced, it is determined in step S1805 whether the connection is from the OP external line or the other line. In step S1805, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) is referred to for the original call from the CTI call information. If it is determined that the line is an OP external line, the process proceeds to step S1806 where an external line number is assigned to “extension / external line number 1” with reference to the OP information, and the process proceeds to step S1806. If it is determined that the line is other than an external line, the transition to step S1807 is selected to complete the “internal / external line number 1” process without storing information in “external / external line number 1”.

In step S1805, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the original call from the CTI call information. If it is determined that the line is an OP external line with reference, in step S 1806, “external line number 1” is set by assigning an external line number with reference to the OP information. At the end of this process, the process of “extension number 1” is completed.
In step S1805, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the original call from the CTI call information. If it is determined that the line is other than the OP external line with reference, in step S1807, the “external line number 1” process is completed without setting information in “extension line number 1”.
From the above, call information managed by the CTI server, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14), By obtaining the operator extension number, supervisor extension number, IVR extension number, or operator extension number of the telephone (terminal) of the call center system to which “IP address 1” and “port 1” are connected, “extension extension number 1” can be successfully obtained. Can be set.

  FIG. 19 is a flowchart illustrating an example of processing in storing “prior call information”. This is a flowchart that is called and executed from step S1707 for setting the “previous call information” in the flowchart of FIG. In this flowchart, “IP address 2”, “port 2”, and “external / external line number 2” are set. The “extension / external number 2” is a number indicated by the telephone (terminal) or CFT managed by the call center system to which the “IP address 2” and “port 2” are connected. A number, a supervisor extension number, an IVR extension number, or an operator extension number are set. In the case of CFT, an operator extension number, an operator extension number, or a supervisor extension number is set.

  First, in step S1901, a previous call is determined from the CTI call information. In step S1901, if it is determined from the CTI call information that the call connection type is three-party call or listening, the process proceeds to step S1902 in which CFT is set to “IP address 2” and “port 2”. When it is determined that the call connection form is other than three-party call or listening, the transition to step S1904 for determining the previous call again from the CTI call information is selected.

  If it is determined in the previous step S1901 that the call connection form is a three-party call or listening based on the CTI call information, in step S1902, the CFT is set to “IP address 2” and “port 2”. Following the setting of CFT for “IP address 2” and “port 2” in the previous step S1902, “extension / external line number 2” is set in step S1903. In step S1903, “extension / external number 2” indicates that the operator or supervisor who first made an ACD call and made a two-party call with the end user before the call managed by the CTI call information was connected to the three-party call or listening. The telephone number is set with reference to the external number or extension number in OP information (external connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13). At the end of this process, the “previous call information” process is completed.

If it is determined in the previous step S1901 that the call connection type is other than three-way communication or listening based on the CTI call information, it is determined in step S1904 whether the previous call is an OP extension or other connection based on the CTI call information. judge. In step S1904, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) is referred to for the prior call from the CTI call information. If it is determined that the extension is an OP extension, the process proceeds to step S1905 in which IP information related to OP information (extension) is set in “IP address 2” and “port 2”. If it is determined that the connection is not, the transition to step S1907 for determining whether the connection is an OP external line or other connection is selected.
The OP extension indicates the telephone (terminal) at which the ACD incoming call is first received. Usually, the operator extension is applicable, but when the supervisor is logged in as the target of the ACD incoming call, the supervisor extension is also included. It is. The OP extension used for the determination indicates that it is determined from the OP information (extension connection) (FIG. 12) or the SPV information (extension connection) (FIG. 13).

  In step S1904, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the prior call from the CTI call information. If it is determined that the extension is an OP extension, an IP address and a port number related to OP information (extension) are set in “IP address 2” and “port 2” in step S1905. Again, like the OP extension used for the determination in step S1904, the OP extension may include an SPV extension, and the IP address and port number of the corresponding OP extension or SPV extension are set.

Following the setting of the IP address and port number related to the OP information (extension) in “IP address 2” and “port 2” in the previous step S1905, in step S1906, the “extension number 2” The OP extension or SPV extension number information determined in step S1904 is set. At the end of this process, the “previous call information” process is completed.
In step S1904, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the prior call from the CTI call information. If it is determined that it is not an OP extension, it is determined in step S1907 whether the previous call is an OP external line or other connection based on the CTI call information. In step S1907, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) is referred to for the prior call from the CTI call information. If it is determined as an OP external line, the process proceeds to step S1908 in which IP information related to OP information (external line) is set in “IP address 2” and “port 2”. If it is determined that the connection is not, the transition to step S1910 for determining whether the connection is an IVR extension or other connection is selected.

  In step S1907, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the prior call from the CTI call information. If it is determined that the line is an OP external line, the IP address and port number related to the OP information (external line) are set in “IP address 2” and “port 2” in step S1908. Following the setting of the IP address and port number related to the OP information (external line) in “IP address 2” and “port 2” in the previous step S1908, in step S1909 the above-mentioned step is set to “extension external line number 2”. The OP outside line number information determined in S1907 is set. At the end of this process, the “previous call information” process is completed.

  In step S1907, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the prior call from the CTI call information. If it is determined that the line is other than the OP external line with reference, in step S1910, it is determined whether the previous call is an IVR extension or other than the CTI call information. In step S1910, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) is referred to for the prior call from the CTI call information. If it is determined that the extension is an IVR extension, the process proceeds to step S1911 in which IP information related to the IVR information is set in “IP address 2” and “port 2”. In this case, the completion of the process is selected without setting the “previous call information”.

In step S1910, OP information (external line connection) (FIG. 11) OP information (extension connection) (FIG. 12) SPV information (extension connection) (FIG. 13) IVR information (FIG. 14) for the prior call from the CTI call information. If it is determined that the extension is an IVR extension, an IP address and a port number related to the IVR information are set in “IP address 2” and “port 2” in step S1911. Since an IVR extension (SIP extension) is assigned a plurality of extension numbers to one IP address, the CTI server uses the port number (channel) from the channel number information notified in advance by the interface between the IVR servers. Calculate the number in ascending order).
Following the setting of the IP address and port number related to the IVR information in “IP address 2” and “port 2” in the previous step S1911, in step S1912, the above-mentioned step ( An extension number is set based on the IVR information determined in S1910). At the end of this process, the “previous call information” process is completed.

  FIG. 20 is a diagram showing an example of the format of recording information and recording file additional information in the call recording system according to the present invention. The recording information and the recording file additional information are information managed by the call recording server. In this example, as the recording information and the recording file additional information, information on the end user side, that is, the case of information corresponding to the voice packets 610, 620, and 621 will be described in FIG.

The (1) recording information in the figure is information notified from the LGR server by the call recording server. The information element includes a recording file name, a start time, an end time, an IP address 1, a port 1, an IP address 2, and a port 2. This information element is information generated by the LGR server for each call from which the voice packet is extracted.
When the LGR server extracts voice packets from the network, it starts / ends the voice packets that flow continuously for one call (calls for which the IP addresses and ports for sending and receiving are determined). To generate a start time and an end time. At this time, information on two IP addresses and a port number on the transmission side and reception side of the corresponding call is extracted, and IP address 1, port 1, and IP address 2 are extracted. , Port 2 is generated. The LGR server generates one recording information for one call and at the same time generates one recording file (voice file recording the contents of the call) and notifies the call recording server of the information for management. Request.

  In the figure, (2) recording file additional information is obtained by notifying call information (FIG. 9) generated by the CTI server from the CTI server to the call recording server. To generate information for recording file additional information. The information elements are recorded file name, start time, end time, call ID, IP address 1, port 1, extension / external number 1, IP address 2, port 2, extension / external number 2, calling number, called number, agent ID, Has link information. This information element is generated in recording file units, that is, recording information units.

  When the call recording server generates the recording file additional information, the call recording server performs a process of associating the call information with the recording information. The association is determined that the call information and the recording information are linked by matching the IP address and the port number and determining the start time and the end time. The match between the IP address and the port number is made by comparing the IP address 1, port 1, IP address 2, and port 2 of the call information with the IP address 1, port 1, IP address 2, and port 2 of the recording information. judge. The judgment condition is that the IP address 1 and port 1 of the call information match either the IP address 1 and port 1 of the recording information or the IP address 2 and port 2 of the recording information. Furthermore, it is assumed that the IP address 2 and port 2 of the call information match the remaining IP address 1 and port 1 of the recording information that did not match in the comparison, or the remaining IP address 2 and port 2.

However, if CFT information is set in either IP address 1 and port 1 or IP address 2 and port 2 of the call information, this CFT matching condition is set in the CTI trunk information (FIG. 16). It is assumed that the IP address and the port number of the recording information are in the range of the set IP address and port number information, and that it is regarded as a match.
The determination of the start time and the end time is based on the condition that the call information connection start time / connection end time and the record information start time / end time are determined, and the record information is included in the call information time. Suppose that they match. However, in consideration of the time extraction part being different from the LGR server and the CTI server, the extraction resource being different from the voice packet and the CTI call information, and the timer error built in each of the LGR server and the CTI server, The comparison can be made by correcting the error. This correction value is adjusted by setting the table in the call recording server, and the initial value is 5 seconds. The error correction method is a method in which a match is found if the start time of the recording information is within the correction value of the start time of the call information. Similarly, the end time is corrected.

  Call 1 of the recording file additional information in FIG. 20 shows an example corresponding to the contents of 610 in FIG. 9, call 2 corresponds to the contents of 620 in FIG. 10, and call n shows an example corresponding to the contents of 621 in FIG. Yes. As an example, the start time “12: 34: 56.101” of call 1 in the recording information of FIG. 20 and the connection start time “12: 34: 56.123” of 610 content of FIG. It is judged that it is within the range of and is considered to be in agreement. Similarly, since the end time “12: 50: 01.678” of the call 1 of the recording information in FIG. 20 and the connection end time “12: 50: 01.789” of the content 610 of FIG. It is determined that the content of the call information 610 matches the time.

As a second example, the start time “17: 21: 20.345” of the call n in the recording information in FIG. 20 and the connection start time “17: 20: 40.555” in the content 621 in FIG. 9 are inconsistent outside the range of error correction. Become. The end time “17: 24: 10.512” of the call n of the recorded information in FIG. 20 and the connection end time “17: 24: 10.666” of the content 621 in FIG. Here, comparing whether the recorded information is included in the call information, the relationship of “call information ≧ recorded information” is established. Therefore, the call n of the recorded information has the same time as the content of the call information 621. Judge.
When the call recording server determines that the call information and the recording information are linked by determining the coincidence of the IP address and the port number and the start time and the end time, the call recording server generates recording file additional information. In the recording file additional information, the recording file name, start time, end time, IP address 1, port 1, IP address 2, and port 2 information of the recording information are registered. From the call information, call ID, extension It is assumed that the external line number 1, the external line number 2, the calling number, the called number, and the agent ID are registered, and the call information management number is registered in the link information.

  By the method shown in the above embodiment, it is possible to construct a call recording system even if the call connection form is listening or three-way calling. In addition, even if the operator telephone (terminal) is non-CTI-linked or even a home call center configuration using a telephone (terminal) connected to a general public network, depending on the connection mode of the three-party call with the IVR server added It becomes possible to construct a call recording system that enables call recording. In addition, by extracting the voice packets of the end user side trunk as a minimum, it is possible to construct a call recording system capable of storing recording files efficiently. According to the present invention, it is possible to provide a method for constructing a call recording system that generally covers a call center system by linking a CTI server and a call recording server.

Examples of other embodiments are shown below.
(1) A call recording system in a call center system using a CTI server and a call recording server includes: a CTI control unit that connects an end user telephone (terminal), an operator extension / external telephone (terminal), and an IVR server extension; Device management means for managing extension telephones (terminals) and IVR server extensions, trunk management means for managing external line trunks and CFT trunks, and calls when extension telephones (terminals), external line trunks and IVR server extensions are called Management means, storage means for storing call information and extension status handled in these communications, and communication control means for controlling communication connection between the CTI server and the call recording server.
(2) A call recording system in a call center system using a CTI server and a call recording server includes: a CTI control unit that connects an end user telephone (terminal), an operator extension / external telephone (terminal), and an IVR server extension; Control communication connection between CTI server and call recording server, call information generating means for generating call information from CTI call control, recording information generating means for extracting voice packet flowing through network and generating recording file and recording information Communication control means for recording, and recording file additional information generating means for generating recording file additional information from the recording information and call information.
(3) The recording file additional information generating means has a function of generating recording file additional information even in a three-party call or listening conversation form.
(4) The recording file additional information generating means generates a recording file additional information even when the operator telephone is a non-CTI-linked extension telephone (terminal) or an external telephone (terminal) connected to the general public network. Is provided.
(5) The recording information generating unit extracts only voice packets flowing through the external trunk connected to the end user and generates a recording file and recording information, thereby constructing a call recording system.
(6) A call center system using a CTI server includes CTI control means for connecting the CTI server to an end-user telephone (terminal), an operator external telephone (terminal), an IVR server extension, and a supervisor extension telephone (terminal); ACD incoming call control means for connecting by means of a three-party call using an IVR extension when an incoming call from an end user is transferred to an operator external line telephone (terminal) by an ACD incoming function, and an operator calls a telephone from a client PC to a CTI server The CTI server includes a telephone state management unit that manages an operator telephone (terminal) state by notifying an operation, and a CTI control listening unit that realizes listening by CTI control by the CTI server when the supervisor makes a listening request from the client PC. .
(7) The call information generating means functions to generate a connection start time and a connection end time triggered by information connected / disconnected when the call is generated from the call information by the CTI server. When generated between two or more of a telephone (terminal), operator telephone (terminal), CFT trunk, outside line trunk, and IVR extension, it functions to add the same call ID, and transmission when a call is generated It functions to generate IP addresses and port numbers on both sides of the receiving side and the receiving side, and functions to add an agent ID for managing the operator when a call connects to the operator.
(8) The recording information generation means is means for generating recording information indicating the attributes of the recording file when the LGR server extracts the audio file from the network and generates the recording file, and adds the recording file name. The start and end of the call is determined by the fact that voice packets are continuously generated without changing the IP address and port number on both the sending and receiving sides, and the start time of the recording file It functions to generate an end time, and functions to add IP addresses and port numbers on both the transmission side and the reception side.
(9) The recording file additional information generation means uses the call information generated by the call information generation means and the recording information generated by the recording information generation means, and the IP address and port number of the call information are: It functions to judge from the address and port that the destination is the same destination and destination as the IP address and port number of the recording information, and the start time and end time of the recording information are the connection start time and connection end of the call information. By being included in the time, it functions to determine that a call has been made in the same time zone, and the call information and recording information can be obtained by the IP address and port number determination function and the start time and end time determination function. It functions to determine whether to link.
(10) The recording file additional information generating means functions to add a recording file name managed by the recording information when determining that the call information and the recording information are associated and generating the recording file additional information, It functions to add the start time and end time of the recording managed by the recording information, functions to add the call ID managed by the call information, and the IP on both the transmitting side and the receiving side managed by the recording information Function to add an address and port number, function to add an extension / external number to indicate the extension number or external number of the operator or IVR or supervisor managed by the call information, and the calling number managed by the call information, It functions to add a called number and an agent ID, and functions to add a call information name as link information.

101: Call recording server, 102: LGR server, 103: FLT server, 104: CTI server, 105: TM (Telephony Manager), 106: GW / TU (Gateway / Telephony Unit), 107: GW (Gateway), 108, 110: Network, 109, 112, 117: Telephone (terminal), 111: End-of-line device (NCU), 113, 118: PC, 114: Web server, 115: IVR server (Interactive Voice Response), 116: CFT ( Conference trunk), 304: Recording file / recording information, 401, 403: L3SW (Layer 3 Switch), 402: VPN / WAN, 404: Telephone (terminal), 405: PC, 601, 602, 610, 611, 612: Voice Packet (voice packet data line), 603, 614: voice packet extraction data line, 70: CTI sensor 71: CTI connection control unit (711: CTI connection processing unit, 712: CTI call information processing unit, 713: call information), 72: ACD control unit (721: free OP extension management unit, 722: free IVR) (Extension management unit, 723: ACD processing unit, 724: IVR processing unit, 725: extension state information, 726: OP information, 727: SPV information, 728: IVR extension information, 729: outside trunk information, 730: CFT trunk information) 73: IVR connection control unit (731: IVR server connection processing unit), 74: client connection control unit (741: operator connection processing unit), 75: continuous connection control unit (751: call recording server connection processing unit, 752) : Call information management unit, 753: Call information), 80: Call recording server device, 81: LGR connection control unit (811: LGR connection processing unit, 8 2: Recording file management unit, 813: Recording information management unit, 814: Recording file temporary storage, 815: Recording information), 82: CTI connection control unit (821: CTI server connection processing unit, 822: Call information management unit, 823 : Call information), 83: Recording file management unit (831: Recording file storage management unit, 832: Recording file additional information generation unit, 833: Recording file addition management unit,
834: Recording file backup, 835: Recording file accumulation, 836: Recording file additional information), 84: Playback control unit (841: Recording file additional information search unit, 842: Recording file playback control unit, 843: Client IF connection processing unit 844: Web screen processing unit for reproduction), 901: End user telephone (terminal), 902: OP external telephone (terminal), 903: OP external telephone (terminal)

Claims (8)

A call recording system in a call center system,
A three-party call trunk (CFT) for carrying voice packets between a first telephone connected to the public network and a second telephone connected to the public network;
An automatic voice response (IVR) server that accommodates a plurality of telephone extensions that are enabled to communicate via the CFT;
An incoming call from the first telephone is received at one extension of the IVR server, the incoming call is transferred from the IVR server to the second telephone, and the first telephone and the IVR server 1 A computer telephony integration (CTI) server that creates a connection for a three-way call in which two extensions and the second telephone are connected to the CFT;
A recording file created by extracting the voice packet and a call recording server for storing recording information related to the recording file,
The CTI server creates call information related to the voice packet and notifies the call recording server, and the call recording server sends each IP address in the call information related to the voice packet and the recording information related to the recording file. And the port number and the start time and the end time of each match, the call information and the recording information are associated with each other, and a recording file additional information related to the recording file is generated. Recording system.   The call recording system according to claim 1, further comprising a third telephone that enables a three-way call or listening through the CFT.   A filter (FLT) server that extracts only the voice packet by a filtering function, and a logger (LGR) server that creates the recording file and the recording information related to the extracted voice packet, The call recording system according to claim 1 or 2.   The call according to any one of claims 1 to 3, wherein the second telephone is connected via a virtual private network (VPN) or a wide area network (WAN) instead of the public network. Recording system.   A call information processing unit for managing call information of a call generated by the CTI server; storage means for storing the call information; call information management unit for managing call information generated based on the call information; The call recording system according to any one of claims 1 to 4, further comprising a call recording server connection processing unit for notifying the call recording server of the call information.   The call recording server includes a call information management unit that manages call information received from the CTI server, and a recording file additional information generation unit that generates recording file additional information based on the call information and the recording information. The call recording system according to any one of claims 1 to 5, wherein A call recording method in a call center system comprising a computer telephony integration (CTI) server and a call recording server,
A voice packet between a first telephone connected to the public network and a second telephone connected to the public network is made to flow through a three-way trunk (CFT);
An automatic voice response (IVR) server accommodating a plurality of telephone extensions is provided so as to be able to make a call via the CFT,
The CTI server causes an incoming call from the first telephone to arrive at one extension of the IVR server, transfers the incoming call from the IVR server to the second telephone, and Create a connection form for a three-party call in which one extension of the IVR server and the second telephone are connected to the CFT, create call information related to the voice packet, and notify the call recording server;
The call recording server stores a recording file created by extracting the voice packet and recording information related to the recording file, and each IP address in the call information related to the voice packet and the recording information related to the recording file. And the port number and the start time and the end time of each match, the call information and the recording information are associated with each other, and a recording file additional information related to the recording file is generated. Recording method.   The call recording method according to claim 7, wherein the second telephone is connected via a virtual private network (VPN) or a wide area network (WAN) instead of the public network.

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