JP6623828B2 - Communication processing device, communication processing method and program - Google Patents

Description

  The present invention relates to a communication processing device, a communication processing method, and a program.

  2. Description of the Related Art A call center system used by an operator who specializes in telephone service to a customer is widely known, and a call between the customer and the operator is recorded for later verification and confirmation. Here, the configuration of the call center system is, for example, a system including a communication processing device, a communication processing method, or a communication processing program.

  Conventionally, as a call center system, a first communication path and a second communication path are prepared, encrypted voice data is transmitted to the first communication path, and encrypted voice data is transmitted to the second communication path. A method has been proposed in which voice data is transmitted to facilitate call recording and avoid voice delay (see Patent Document 1).

JP 2009-213018 A

  Here, when a voice file recorded by a call center at a call center (hereinafter, referred to as a “call recording file”) is to be transcribed, a request that the call recording file be transcribed only by using a specific application is requested. There is. In addition, there is an increasing demand for easily recognizing the person who took out the sound when the sound was re-recorded and taken out. In the latter case, the effect of suppressing taking out of the re-recorded audio file can be expected.

  In other words, according to the technology described in Patent Literature 1, when a voice is recorded, unencrypted voice data is voice-recorded to generate a voice recording file. Therefore, when the voice recording file is taken out, another computer is used. There is a problem that the sound is easily reproduced on the above. Further, when the recorded audio data is reproduced on the operator terminal, the reproduced audio can be recorded by another recording device to generate similar audio data. Then, when the audio data is taken out and released at another place (for example, on the Internet), it is difficult to specify when the audio was recorded. In addition, here, "The same audio data is generated by recording the reproduced audio with another recording device" means that the audio is illegally recorded, such as by putting the recording device in a pocket are doing.

  The present invention has been made in view of the above problems, and provides a communication processing device, a communication processing method, and a program capable of safely managing an audio file recorded by a call in a call center.

  In order to solve the above problem, a communication processing device according to the present invention stores first call recording data obtained by recording a call voice between a customer and an operator, and communicates with an operator terminal capable of reproducing the first call recording data. A communication processing device operably connected, wherein the first call recording data is stored in an encrypted state, and wherein a call recording data storage unit and a reproduction request of the call recording data from the operator terminal are provided. A first digital watermark information processing unit that generates first digital watermark data to be superimposed on the decoded call recording data, identification information of the operator terminal that transmitted the reproduction request, and the generated first digital watermark information And a first storage unit that stores the identification information of the first call recording data permitted to be reproduced in association with each other.

  In order to solve the above problems, a communication processing method according to the present invention stores first call recording data obtained by recording a call voice between a customer and an operator, and communicates with an operator terminal capable of reproducing the first call recording data. A call recording file management method for a communication processing device, comprising: a call recording data storage unit that stores the first call recording data in an encrypted state; Generating digital watermark data to be superimposed on the decoded call recording data in response to a request to reproduce the call recording data from the user, and identification information of the operator terminal that transmitted the reproduction request And electronically storing the generated first digital watermark information and identification information of the first call recording data permitted to be reproduced. It has to an information storage step.

  In order to solve the above-mentioned problems, a program according to the present invention stores first call recording data obtained by recording a call voice between a customer and an operator, and communicates with an operator terminal capable of reproducing the first call recording data. A connected computer, having a call recording data storage unit that stores the first call recording data in an encrypted state, in response to a request to reproduce the call recording data from the operator terminal, A first digital watermark information processing unit that generates first digital watermark data to be superimposed on the decoded call recording data, identification information of the operator terminal that transmitted the reproduction request, and the generated first digital watermark information; The information processing device is caused to function as a first storage unit that stores in association with identification information of the first call recording data permitted to be reproduced.

  ADVANTAGE OF THE INVENTION According to this invention, the audio | voice file which recorded call can be managed safely.

1 is a configuration diagram of a call center system according to a first embodiment. It is a structural example of a call recording information table stored in a call recording database. 5 is a configuration example of an access log information table stored in a call recording database. 5 is a configuration example of a customer information table stored in a call recording database. It is an example of the flowchart which shows the recording process of the call audio | voice in the call center system which concerns on 1st Embodiment. It is an example of the flowchart which shows the reproduction | regeneration process of the call recording file in the call center system which concerns on 1st Embodiment. It is a lineblock diagram of a call center system concerning a 2nd embodiment. It is an example of the flowchart which shows the reproduction | regeneration process of the call recording file in the call center system which concerns on 2nd Embodiment.

Hereinafter, embodiments for carrying out the present invention will be described in detail with reference to the drawings as appropriate. Here, in the embodiment for carrying out the present invention, a call center system including a communication processing device, a communication processing method, or a communication processing program will be described as an example.
The figures are only schematically shown so that the invention may be fully understood. Therefore, the present invention is not limited only to the illustrated example. In addition, in the present embodiment, a description of a configuration that is not directly related to the present invention or a known configuration may be omitted. In each of the drawings, common constituent elements and similar constituent elements are denoted by the same reference numerals, and redundant description thereof will be omitted.

[First Embodiment]
<< Configuration of Call Center System According to First Embodiment >>
The configuration of the call center system 1 according to the first embodiment will be described with reference to FIG. FIG. 1 is a configuration diagram of a call center system 1 according to the first embodiment.

  The call center system 1 is a system for performing a telephone service for a customer, and includes a call terminal 100 operated by the customer and a call center 120 for performing a service for the customer. The call terminal 100 and the call center 120 are connected via a public network 110 and an IP (Internet Protocol) network 112. The public network 110 is a voice network connecting the call terminal 100 and the call center 120, and the IP network 112 is a communication network connecting the call terminal 100 and the call center 120.

  The call terminal 100 is a terminal with which a customer makes a call, and is, for example, a fixed telephone or a portable telephone. The call terminal 100 includes a communication unit 101, and the communication unit 101 performs data communication and a call with a call server 130 and an operator terminal 150 in a call center 120 via a public network 110 and an IP network 112. The call terminal 100 can make a call from either the public network or the IP network, and it is sufficient that one or a plurality of call terminals 100 exist.

  The call center 120 is a device for receiving and answering an incoming call from the call terminal 100. The call center 120 and the public network 110 are connected via a public network gateway server 111. The call center 120 and the IP network 112 are connected via an IP network gateway server 113. The public network gateway server 111 and the IP network gateway server 113 are devices that perform processing for relaying call data and call control procedures.

  The call center 120 includes, in addition to the public network gateway server 111 and the IP network gateway server 113, a call server 130 that performs processing for distributing calls to appropriate operator terminals 150, and a call recording database that stores various information related to call recording. 140, and a plurality of operator terminals 150,... Operated by an operator performing a telephone service. These devices are communicably connected to each other using a network 121 such as a LAN (Local Area Network). Here, the call server 130 and the call recording database 140 are shown as separate devices, but the call server 130 and the call recording database 140 can be configured as an integrated device. The call server 130 and the call recording database 140 may be collectively referred to as, for example, a “communication processing device”.

  The call server 130 shown in FIG. 1 performs a process of distributing a call to an appropriate operator terminal 150. The call server 130 includes a communication unit 131, a call control unit 132, a call recording unit 133, an encryption control unit 134, a conversion control unit 135, a reproduction control unit 136, and a call recording data folder 137. Have been. Here, the reproduction control unit 136 is an example of the “first digital watermark information processing unit” and the “first output processing unit”, and is an example of the “first digital watermark information processing unit” and the “first output processing unit”. Is not limited to the reproduction control unit 136. Here, only the outline of each function of the call server 130 will be described, and the details of the function will be described in the processing described later.

  The communication unit 131, the call control unit 132, the call recording unit 133, the encryption control unit 134, the conversion control unit 135, and the reproduction control unit 136 are realized by, for example, a program execution process by a CPU (Central Processing Unit) or a dedicated circuit. You. When implemented by the program execution process, the call server 130 stores programs for implementing the communication unit 131, the call control unit 132, the call recording unit 133, the encryption control unit 134, the conversion control unit 135, and the reproduction control unit 136. Is done. The call recording data folder 137 is configured by a storage medium such as a random access memory (RAM), a read only memory (ROM), a hard disk drive (HDD), and a flash memory.

  The communication unit 131 performs information communication with the call terminal 100. The communication unit 131 performs information communication with the call terminal 100. The call control unit 132 has a role of connecting the call terminal 100 and the operator terminal 150 in units of a call by distributing calls using an ACD (Automatic Call Distributor). The call recording unit 133 records the call voice of the customer and the operator, and generates a call recording file and call recording information (information including a customer telephone number at the time of call recording, an operator ID, and the like).

  The encryption control unit 134 generates an encryption key used when generating the call recording file and a decryption key used when reproducing the encrypted call recording file. The conversion control unit 135 performs frequency conversion (frequency spectrum conversion) of audio. Here, one example of voice frequency conversion is to convert a voice pitch frequency to a predetermined pitch frequency. The reproduction control unit 136 controls the reproduction of the call recording file in the operator terminal 150 and generates a digital watermark superimposed on the call recording data. The call recording data folder 137 stores the encrypted call recording data as a file.

The operator terminal 150 shown in FIG. 1 is a terminal operated by an operator who performs a telephone service for a customer. The operator terminal 150 may be, for example, a combination of a fixed telephone or an IP telephone and a PC (Personal Computer), or a headset connected to a PC having a call function. The operator terminal 150 includes a communication unit 151, a reproduction unit 152, and a conversion unit 153. Here, only the outline of each function of the operator terminal 150 will be described, and the details of the function will be described in the processing described later.
The communication unit 151 communicates with the call server 130. The reproduction unit 152 reproduces a sound for the operator. The conversion unit 153 performs synthesis and conversion of call recording data.

  The call recording database 140 shown in FIG. 1 stores various information related to call recording. The call recording database 140 stores a call recording information table 141, an access log information table 142, and a customer information table 143. Here, the access log information table 142 is an example of a “first storage unit”, and an example of the “first storage unit” is not limited to the access log information table 142.

  With reference to FIG. 2, the configuration of the call recording information table 141 stored in the call recording database 140 will be described. FIG. 2 is a configuration example of the call recording information table 141. The call recording information table 141 includes a call start date and time, a call end date and time, an operator ID, a customer telephone number, an encryption key, and a file name.

  The recording start date and time is the date and time when the call recording was started. The recording end date and time is the date and time when the call recording was ended. The operator ID is a unique ID (Identification) (operator's unique identification information) of the operator who talks with the customer. The customer telephone number is the telephone number of the customer who made the call. The encryption key is a character string used for encrypting and decrypting call recording data. The file name is the name of the call recording file stored in the call recording data folder 137. Instead of the name of the call recording file, or together with the name of the call recording file, information indicating the storage location of the call recording file may be included.

  The configuration of the access log information table 142 stored in the call recording database 140 will be described with reference to FIG. FIG. 3 is a configuration example of the access log information table 142. The access log information table 142 includes an access date and time, an operator ID, an IP address, digital watermark information, and a file name.

  The access date and time is the date and time when the call recording file was acquired from the call recording data folder 137 and the acquired call recording file was reproduced. The operator ID is a unique ID of an operator who has reproduced the call recording file. The IP address is an IP (Internet Protocol) address of the operator terminal 150 that reproduced the call recording file. The digital watermark information is a character string used as a digital watermark. In the present embodiment, it is assumed that a character string of a digital watermark is generated from an encryption key. The file name is the name of the call recording file stored in the call recording data folder 137. Instead of the name of the call recording file, or together with the name of the call recording file, information indicating the storage location of the call recording file may be included.

Referring to FIG. 4, the configuration of customer information table 143 stored in call recording database 140 will be described. FIG. 4 is a configuration example of the customer information table 143. The customer information table 143 includes a customer ID (customer identification information), a telephone number, and voice conversion availability information.
The customer ID is an ID for uniquely identifying a customer. The telephone number is a telephone number of the customer. The voice conversion availability information is information indicating whether or not the voice of the customer is frequency-converted.

<< About the processing of the call center system according to the first embodiment >>
The processing of the call center system 1 according to the first embodiment mainly includes “call recording processing” and “call recording file playback processing”. In the call voice recording process, a process of recording the call voice between the customer and the operator and storing the recorded call voice in the call recording data folder 137 in an encrypted state is performed. In the process of reproducing the call recording file, a process of reproducing the recorded call voice is performed according to an instruction of the operator. Hereinafter, each process will be described.

<Recording of call voice>
With reference to FIG. 5, a description will be given of a call voice recording process of the call center system 1 according to the first embodiment. FIG. 5 is an example of a flowchart showing a recording process of a call voice in the call center system 1 according to the first embodiment. Note that the call voice recording process is performed mainly by the call server 130.

  First, the call recording unit 133 of the call server 130 starts recording a call between the customer and the operator (step S201). The trigger for starting the call recording may be an operation of starting the call recording at the operator terminal 150 and accompanying information transmission (instruction) of the start of the call recording from the operator terminal 150 to the call server 130. When the user and the operator start talking (when the talking terminal 100 and the operator terminal 150 are in a talking state), the call recording may be automatically started.

  Next, the call recording unit 133 of the call server 130 records information about the call recording in the call recording information table 141 of the call recording database 140 (Step S202). The information recorded in the call recording information table 141 in this step is the recording start date and time, the operator ID, and the customer telephone number.

  Next, the encryption control unit 134 of the call server 130 determines whether to use the individual key or the call center common key as the encryption key for encrypting the call recording (step S203). This determination may be made based on, for example, the attributes of the customer (for example, the content of the contract with the customer, the degree of importance, etc.), and the determination may be made by a method having a determination value as customer information.

  When a call center common key is used as the encryption key (“No” in step S203), the encryption control unit 134 acquires an encryption key (call center common key) (step S221). This call center common key is a value that is registered in advance in the call server 130 as a unique value in the call center. On the other hand, when the individual key is used as the encryption key (“Yes” in step S203), the encryption control unit 134 generates an encryption key (individual key) (step S204). The individual key may be a unique key such as a GUID (Global Unique Identifier), or may be a key having a rule generated from an operator ID or an IP address.

  Next, the encryption control unit 134 records the obtained or generated encryption key in the call recording information table 141 of the call recording database 140 (step S205). The place where the encryption key is recorded is the same as the row recorded in the call recording information table 141 in step S202, and the value is recorded in the column of the encryption key.

  Next, the call recording unit 133 of the call server 130 acquires the call voice of the operator flowing from the operator terminal 150 to the call terminal 100 of the customer, and converts the acquired call voice of the operator into call recording data (step S206). . Subsequently, the call recording unit 133 determines whether or not to convert the frequency of the call voice of the customer flowing from the call terminal 100 of the customer to the operator terminal 150 (step S207). In this determination, the value of the voice conversion availability information in the customer information table 143 is used. The voice conversion availability information is registered in advance based on, for example, the attributes of the customer (for example, the content of the contract with the customer, the degree of importance, etc.). May be performed based on the attribute of the customer, or may be performed based on different information separately.

  When the frequency of the customer's call voice is not converted (“No” in step S207), the call recording unit 133 acquires the customer's call voice flowing from the customer's call terminal 100 to the operator terminal 150, and obtains the acquired customer's call voice. The call voice is converted into call recording data (step S222). On the other hand, when the frequency of the call voice of the customer is to be converted (“Yes” in step S207), the conversion control unit 135 of the call server 130 acquires the voice of the call of the customer and measures the frequency (step S208). Then, the conversion control unit 135 converts the frequency of the call voice of the customer, and the call recording unit 133 converts the call voice of the customer after the frequency conversion into the call recording data (step S209). The conversion of the frequency in this step is preferably performed based on the frequency measured in advance in step S208 so that the characteristics of the speech voice of the customer are erased and the voice is clearly heard during voice reproduction. For example, the pitch frequency of the voice may be lowered or raised, and a general voice changer technique may be used.

  Next, the call recording unit 133 of the call server 130 combines the call recording data of the operator and the call recording data of the customer (step S210). Then, the encryption control unit 134 of the call server 130 encrypts the combined call recording data (step S211). At this time, the encryption key recorded in the call recording information table 141 in step S205 is used. Thereafter, the call recording unit 133 of the call server 130 stores the encrypted call recording data in the call recording data folder 137 (Step S212). The storage format at that time is not particularly limited, and may be a file format or a database format.

  Next, the call recording unit 133 of the call server 130 determines whether or not the call recording of the call voice has been completed (step S213). If the call recording has not been completed ("No" in step S213), the process returns to step S206, and the process of converting the call voice into call recording data is continued. On the other hand, if the call recording has been completed (“Yes” in step S213), the call recording unit 133 of the call server 130 records information about the call recording in the call recording information table 141 of the call recording database 140 (step S213). S214). The information recorded in the call recording information table 141 in this step is the recording end date and time and the file name of the call recording file. Thereafter, the call recording unit 133 of the call server 130 ends the call recording (step S215).

<Playback of call recording file>
With reference to FIG. 6, a description will be given of a process of reproducing a call recording file of the call center system 1 according to the first embodiment. FIG. 6 is an example of a flowchart showing a process of reproducing a call recording file in the call center system 1 according to the first embodiment. Note that the call voice recording process is performed mainly by the call server 130 and the operator terminal 150.

  First, the reproduction unit 152 of the operator terminal 150 starts reproduction processing of call recording data (step S301). The start of the reproduction process takes the form of an application on the operator terminal 150.

  Next, the reproducing unit 152 of the operator terminal 150 acquires a decryption key from the call recording information table 141 of the call recording database 140 (Step S302). Since the decryption key is assumed to be the same as the encryption key, an encryption key is obtained as the decryption key. Note that the encryption key and the decryption key may have different formats. Next, the reproduction unit 152 of the operator terminal 150 obtains the encrypted call recording data from the call recording data folder 137 (step S303), and decrypts the encrypted call recording data using the decryption key for a normal call. The data is converted into recording data (step S304).

After the conversion, the reproduction control unit 136 of the call server 130 generates a character string of an electronic watermark of the call recording data (step S305). The character string of the digital watermark is generated from, for example, an encryption key. Next, the reproduction control unit 136 of the call server 130 converts the character string of the digital watermark into digital watermark audio data (step S306). In the conversion to the digital watermark audio data, for example, when a character string of a digital watermark is used, conversion is performed by the following first to third conversion processes.
In the first conversion process, the digital watermark character string is converted into a one-cycle M-sequence signal associated with one of a plurality of M-sequence (Maximum Length Sequence) signals. Here, the M-sequence signal is a binary (“−1” or “+1”, or “0” or “1”) periodic signal. Also, since the one-period M-sequence signal is composed of a sequence of pseudo-random "-1" or "+1" or "0" or "1", the frequency characteristic of the one-period M-sequence signal is pseudo-random. Having the following frequency characteristics.
In the second conversion processing, a discrete cosine transform (DCT) is performed on the converted one-cycle M-sequence signal in accordance with the voice band of the call voice.
In the third conversion process, conversion is performed such that the average power of the discrete cosine-transformed M-sequence signal is 1 / n times the average power of the speech voice. Here, n (positive integer) is 65535 (2 ＾ 16-1) when one cycle of the M-sequence signal is 65535 (one cycle of the M-sequence signal), for example. Here, “＾” means a power.

  After that, the conversion unit 153 of the operator terminal 150 acquires the digital watermark voice data of the call recording data from the call server 130 (step S307), synthesizes the call recording data and the digital watermark voice data to generate new call recording data. Conversion is performed (step S308). Next, the reproduction control unit 136 of the call server 130 records information about the call recording and reproduction such as the access date and time, the operator ID, and the file name in the access log information table 142 of the call recording database 140 (step S309). The reproduction unit 152 of the terminal 150 reproduces the voice of the call recording data in which the digital watermark has been synthesized (step S310).

  As described above, when recording the call voice, the call server 130 according to the first embodiment generates an encryption key, encrypts the call-recorded voice using the encryption key, and then calls the call recording data folder 137. To save. At that time, the encryption key is recorded in the call recording information table 141 of the call recording database 140. Therefore, even if the call recording file (call recording data) is taken out, the effect is obtained that the call recording data cannot be easily reproduced on another computer. This effect is particularly effective as a measure for preventing a call recording file from being taken out without passing through the operator terminal 150 (for example, taken out by illegal access to the call server 130 or taken out by copying to a portable medium).

  Further, when the call recording data is reproduced, the call server 130 according to the first embodiment generates a digital watermark character string of the call recording data from the encryption key, and converts the digital watermark character string into digital watermark voice data. After the conversion, the call recording data and the digital watermark audio data are transmitted to the operator terminal 150. Then, the access date and time, the operator ID, the file name, and the like are recorded in the access log information table 142 of the call recording database 140, the call recording data and the digital watermark voice data are synthesized by the operator terminal 150, and the call recording obtained by synthesizing the digital watermark is performed. Play the data. Therefore, even if the voice reproduced by the operator terminal 150 is recorded by another recording device, and the recorded voice data is taken out and made public, the voice is recorded from the digital watermark and the access log at any time. This has the effect that it is easy to specify whether or not the information has been obtained. This effect is particularly effective as a measure to prevent the call recording file from being taken out via the operator terminal 150.

  Further, when recording the call voice, the call server 130 according to the first embodiment acquires the call voice of the customer, measures the frequency, and converts the frequency of the call voice of the customer based on the measured frequency. And then convert it to call recording data. Therefore, even if the call recording data is taken out by some means and made public, an effect is obtained in that it is difficult to identify the speaker on the customer side from the voice quality.

[Second embodiment]
<< About the configuration of the call center system according to the second embodiment >>
A configuration of a call center system 1A according to the second embodiment will be described with reference to FIG. FIG. 7 is a configuration diagram of a call center system 1A according to the second embodiment. In the call center system 1A according to the second embodiment, when the call recording file is reproduced, the call server 130A decodes the call recording data and synthesizes the digital watermark audio data.

  The difference between the call center system 1 according to the first embodiment and the call center system 1A according to the second embodiment is that the function of the call server 130A and the function of the operator terminal 150A are different in the present embodiment. The configurations of the call terminal 100 and the call recording database 140 are the same as in the first embodiment.

  In the call server 130A according to the second embodiment, the functions of the encryption control unit 134A and the reproduction control unit 136A are changed, and a Web application unit 138 is added. The Web application unit 138 functions as a Web server, and provides a Web application function to the operator terminal 150A. The operator terminal 150A has the conversion unit 153 (see FIG. 1) deleted, and includes a communication unit 151 and a reproduction unit 152. Here, the encryption control unit 134A is an example of a “first decryption processing unit”, and an example of the “first decryption processing unit” is not limited to the encryption control unit 134A. The reproduction control unit 136A is an example of a “first digital watermark information processing unit” and a “first output processing unit”, and an example of the “first digital watermark information processing unit” and the “first output processing unit” is It is not limited to the reproduction control unit 136A.

<< About the processing of the call center system according to the second embodiment >>
As in the first embodiment, the processing of the call center system 1A according to the second embodiment mainly includes “call recording processing” and “call recording file playback processing”. Here, the “recording process of the call voice” is the same as that of the first embodiment, and the description is omitted. Hereinafter, “playback processing of a call recording file” in the second embodiment will be described.

<Playback of call recording file>
With reference to FIG. 8, a description will be given of a process of reproducing a call recording file of the call center system 1A according to the second embodiment. FIG. 8 is an example of a flowchart showing a process of reproducing a call recording file in the call center system 1A according to the second embodiment.

  First, the reproduction unit 152 of the operator terminal 150A starts reproduction processing of call recording data (step S401). The start of the reproduction process is started, for example, by clicking a button on the Web application from the operator terminal 150A. The button on the Web application may be selected, for example, after selecting a call recording file to be reproduced, and is displayed on the operator terminal 150A by the Web application unit 138.

  Next, the encryption control unit 134A of the call server 130A acquires a decryption key from the call recording information table 141 of the call recording database 140 (Step S402). The decryption key here is the same as the encryption key as in the first embodiment. Next, the encryption control unit 134A obtains the encrypted call recording data from the call recording data folder 137 (step S403), and converts the encrypted call recording data using the decryption key into ordinary call recording data. Conversion is performed (step S404).

  After the conversion, the reproduction control unit 136A of the call server 130A generates a character string of an electronic watermark of the call recording data (step S405). The character string of the digital watermark is generated from, for example, an encryption key. Next, the reproduction control unit 136A converts the character string of the digital watermark into digital watermark audio data (step S406). The conversion to the digital watermark audio data includes, for example, audio data conversion by generating a signal as white noise by the M sequence.

  After that, the reproduction control unit 136A of the call server 130A synthesizes the call recording data and the digital watermark audio data and converts them into new call recording data (step S407). After the conversion of the call recording data, the reproduction control unit 136A records information about the call recording and reproduction, such as the access date and time, the operator ID, and the file name, in the access log information table 142 of the call recording database 140 (step S408). The call recording data combined with the digital watermark is transmitted to the terminal 150A (step S409). Then, the reproducing unit 152 of the operator terminal 150A reproduces the voice of the call recording data combined with the digital watermark (step S410).

  As described above, in addition to the effects of the first embodiment, the call server 130A according to the second embodiment can record a digital watermark on a call even if audio is reproduced from the operator terminal 150A on a Web application. An effect is obtained that an access log corresponding to a digital watermark can be recorded while being attached to data.

[Modification]
As described above, the embodiments of the present invention have been described. However, the present invention is not limited to the embodiments, and can be implemented within the scope of the claims. Modifications of the embodiment will be described below.

  In each embodiment, the voice of the operator and the voice of the customer are different voices, and these voices are synthesized to generate voice recording data. However, the method of creating the call recording data is not limited to this. For example, the voice of the operator and the voice of the customer may be the same voice (monaural voice). In this case, the voice of the operator and the voice of the customer may be separated and then converted into voice recording data. Alternatively, the voice period of the operator and the voice period of the customer may be calculated from the voice, and the voice of the operator or the voice of the customer may be calculated. The sound of the period may be acquired.

  Further, in each of the embodiments, the frequency of the voice of the customer is converted, but the frequency of the voice of the operator is not converted. However, the frequency of the voice of the operator may be converted in addition to the voice of the customer. When only the frequency of the call voice of the customer is converted as in each embodiment, the processing related to the frequency conversion of the voice of the operator can be omitted, so that the processing efficiency increases. Further, when the frequency of the call voice of the customer and the operator is converted, it may be difficult to hear the content of the call when the call voice is reproduced. On the other hand, when only the frequency of the call voice of the customer is converted, the content of the call voice of the customer can be estimated from the content of the call voice of the operator. There is an advantage that it is easy to understand the contents of the call.

  Further, in each embodiment, the character string of the digital watermark that is the basis of the digital watermark audio data is generated from the encryption key (see steps S305 and S405). However, the character string of the digital watermark is not limited to the encryption key, and various information can be used. For example, an access date and time (access information) indicating the time when the call recording data was transmitted to the operator terminals 150 and 150A and an operator ID (operator identification information) for identifying the operator who instructed the decoding may be used as the character string of the digital watermark. . With this information, it may be easier to identify when the sound was recorded. For example, in the former case, even when the same operator reproduces a specific call recording file a plurality of times, it is possible to determine the number of reproductions. In the latter case, even when a specific call recording file is reproduced by a plurality of operators, it is possible to determine which operator has reproduced the file.

1, 1A Call center system 100 Call terminal 120 Call center 130, 130A Call server 131 Communication unit 132 Call control unit 133 Call recording unit 134, 134A Encryption control unit 135 Conversion control unit 136, 136A Reproduction control unit 137 Call recording data folder 138 Web application unit 140 Call Recording Database 141 Call Recording Information Table 142 Access Log Information Table 143 Customer Information Table 150, 150A Operator Terminal 151 Communication Unit 152 Playback Unit 153 Conversion Unit

Claims (11)

A communication processing device that stores first call recording data obtained by recording a call voice between a customer and an operator, and is communicably connected to an operator terminal capable of reproducing the first call recording data,
A call recording data storage unit that stores the first call recording data in an encrypted state;
A first digital watermark information processing unit that generates first digital watermark data to be superimposed on the decoded call recording data in response to a request to reproduce the call recording data from the operator terminal;
A first storage unit that associates and stores identification information of the operator terminal that transmitted the reproduction request, the generated first digital watermark information, and identification information of the first call recording data that allows reproduction;
A communication processing device comprising: A first decryption processing unit that decrypts the encrypted first call recording data into first call recording data using the first encryption information;
A first output processing unit that combines the first call recording data and the first digital watermark information to convert the first call recording data into second call recording data, and outputs the converted second call recording data to an operator terminal. Have more,
The first digital watermark information processing unit includes:
The communication processing device according to claim 1, further comprising a first generation processing unit configured to generate first digital watermark information to be superimposed on the first call recording data based on the first encryption information. . A first reproduction processing unit that decodes the encrypted first call recording data into first call recording data by using the first encryption information; and combines the first call recording data with the first digital watermark information. And outputting the first encrypted information, the encrypted first call recording data, and the first electronic watermark information to an operator terminal having a first conversion processing unit for converting the first call recording data into second call recording data. , A first output processing unit,
The first digital watermark information processing unit includes:
The communication processing device according to claim 1, further comprising a first generation processing unit configured to generate first digital watermark information to be superimposed on the first call recording data based on the first encryption information. . The first generation processing unit of the first digital watermark information processing unit includes:
Instead of the first encryption information, access information indicating the time when the second call recording data or the encrypted first call recording data was transmitted to the operator terminal, identification information of the operator terminal, or decryption. Generating the first digital watermark information based on operator identification information for identifying the instructed operator;
The communication processing device according to claim 2 or 3, wherein: A frequency conversion control unit that measures the frequency of the call voice of the customer and converts the frequency of the call voice of the customer based on the measured frequency.
A call recording unit that converts the call voice of the operator and the call voice of the customer after the frequency conversion into data, and synthesizes the two voice data to generate the first call recording data;
The communication processing device according to any one of claims 1 to 4, wherein: A communication processing device that stores first call recording data obtained by recording a call voice between a customer and an operator and that is communicably connected to an operator terminal capable of reproducing the first call recording data;
A communication processing method of a communication processing device, comprising: a call recording data storage unit that stores the first call recording data in an encrypted state,
A digital watermark information generating step of generating first digital watermark data to be superimposed on the decoded call recording data in response to a reproduction request of the call recording data from the operator terminal;
An electronic watermark information storing step of storing identification information of the operator terminal that transmitted the reproduction request, the generated first digital watermark information, and identification information of the first call recording data permitted to be reproduced,
A communication processing method comprising: A call recording data decoding step of decoding the encrypted first call recording data into first call recording data using the first encryption information;
A first output processing step of synthesizing the first call recording data and the first digital watermark information to convert the first call recording data into second call recording data, and outputting the converted second call recording data to an operator terminal. Have more,
The first digital watermark information processing step includes:
The communication processing method according to claim 6, further comprising a generation processing step of generating first digital watermark information to be superimposed on the first call recording data based on the first encryption information. A first reproduction processing unit that decodes the encrypted first call recording data into first call recording data by using the first encryption information; and combines the first call recording data with the first digital watermark information. And outputting the first encrypted information, the encrypted first call recording data, and the first electronic watermark information to an operator terminal having a first conversion processing unit for converting the first call recording data into second call recording data. , A first output processing step,
The first digital watermark information processing step includes:
The communication processing method according to claim 6, further comprising a generation processing step of generating first digital watermark information to be superimposed on the first call recording data based on the first encryption information. A computer which stores first call recording data obtained by recording a call voice between a customer and an operator, and is communicably connected to an operator terminal capable of reproducing the first call recording data,
A computer having a call recording data storage unit that stores the first call recording data in an encrypted state,
A first digital watermark information processing unit that generates first digital watermark data to be superimposed on the decoded call recording data in response to a request to reproduce the call recording data from the operator terminal;
A first storage unit that stores identification information of the operator terminal that transmitted the reproduction request, the generated first digital watermark information, and identification information of the first call recording data that permits reproduction, in an associated manner;
Program to function as A first decryption processing unit that decrypts the encrypted first call recording data into first call recording data using the first encryption information;
A first output processing unit that combines the first call recording data and the first digital watermark information to convert the first call recording data into second call recording data, and outputs the converted second call recording data to an operator terminal; Let
A first digital watermark information processing unit,
The program according to claim 9, wherein the program functions as a first generation processing unit that generates first digital watermark information superimposed on the first call recording data based on the first encryption information. A first reproduction processing unit that decodes the encrypted first call recording data into first call recording data by using the first encryption information; and combines the first call recording data with the first digital watermark information. And outputting the first encrypted information, the encrypted first call recording data, and the first electronic watermark information to an operator terminal having a first conversion processing unit for converting the first call recording data into second call recording data. , Function as a first output processing unit,
A first digital watermark information processing unit,
The program according to claim 9, wherein the program functions as a first generation processing unit that generates first digital watermark information superimposed on the first call recording data based on the first encryption information.

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