JP7082182B1 - Information processing system, telephone, information processing method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processing system, a telephone, an information processing method and a program used in a call center. SOLUTION: In a telephone correspondence support system, a cooperation management system 140 linked with a premises exchange system 232 accommodating a plurality of extension telephones makes a call from a calling telephone to an outside telephone 134 used by a first operator. Identify the call connection between the calling telephone and the external telephone according to the transfer detection unit (incoming signal receiving unit 742) that detects the transfer via the network and the transfer detection unit detecting the transfer. A first issuing unit that issues the first call identification information, and a call ID issuing unit 744 that functions as an identification information output unit that outputs the first call identification information issued by the first issuing unit to an outside telephone. Has. [Selection diagram] FIG. 7

Description

The present invention relates to an information processing system, a telephone, an information processing method and a program.

Patent Document 1 discloses a call recording system used in a call center.
[Prior Art Document]
[Patent Document]
[Patent Document 1] Japanese Unexamined Patent Publication No. 2020-078000

In the first aspect of the present invention, an information processing system is provided. The above information processing system detects, for example, that a private branch exchange accommodating a plurality of extension telephones has transferred a call from the calling telephone to an external telephone used by the first operator via an external network. It is provided with a transfer detection unit. The information processing system described above is, for example, a first issuing unit that issues first call identification information for identifying a call connection between a calling telephone and an external telephone in response to a transfer detecting unit detecting a transfer. To prepare for.

The above information processing system may include an identification information output unit that outputs the first call identification information issued by the first issuing unit to the outside line telephone. The above-mentioned information processing system (i) acquires the recorded data recorded at least a part of the call between the calling telephone and the external telephone from the external telephone, and (ii) uses the recorded data as the first call identification information. It may be provided with a first storage unit for storing in association with each other. The above information processing system may include a relay unit that transfers a call from a calling telephone transferred from a private branch exchange to an external telephone and relays a call between the calling telephone and the external telephone. The above information processing system may include a recording unit that generates recorded data in which at least a part of a call between a calling telephone and an external telephone is recorded. The above information processing system may include a second storage unit that stores the recorded data in association with the first call identification information.

In the above information processing system, the storage unit may output the recorded data to the management device in response to a request from the management device that manages the call via the private branch exchange. The above information processing system comprises (i) the first call identification information, (ii) the call start time or recording start time of the call between the source phone and the external phone, and between the source phone and the external phone. Call time identification information indicating at least one of the call end time or the recording end time of the call, (iii) the origin phone identification information for identifying the origin phone, and the external phone identification information for identifying the external phone. A first call information output unit may be provided which outputs the first call information associated with at least one of the above to the management device.

In the above information processing system, the private branch exchange may include a second issuing unit that issues second call identification information for identifying each of a plurality of calls via the private branch exchange. The premises exchange has (i) the second call identification information, (ii) the call start time or recording start time of the call corresponding to each of the plurality of calls, and at least one of the call end time or recording end time of the call. Call time identification information indicating, (iii) calling telephone identification information for identifying a telephone that has called each of a plurality of calls, and arrival for identifying a telephone that has called each of a plurality of calls. A second call information output unit may be provided which outputs the second call information associated with at least one of the call telephone identification information to the management device.

In the above information processing system, from the calling telephone, the user of the calling telephone uses one of (i) a response by the first operator using an external telephone and (ii) a plurality of extension telephones. A user instruction acquisition unit for acquiring a user instruction indicating which of the responses by the operator is desired may be provided. The above information processing system may include a transfer control unit that determines a transfer destination of a call from a calling telephone based on a user instruction acquired by the user instruction acquisition unit.

In the above information processing system, the external telephone may include a call acquisition unit that acquires a call transferred from the private branch exchange via the external network. The external telephone may include a transmission unit that transmits a signal indicating an incoming call to the transfer detection unit. The external telephone may include an identification information acquisition unit that acquires the first call identification information issued by the first issuing unit. The external telephone may include a recording unit that produces recorded data in which at least a portion of the call between the calling telephone and the external telephone is recorded. The external telephone may include a third storage unit that stores the recorded data in association with the first call identification information.

In the second aspect of the invention, a telephone is provided. The above telephone includes, for example, a call acquisition unit that acquires a call transferred via a public telephone network from a private branch exchange accommodating a plurality of extension telephones. The above telephone transmits, for example, a signal indicating an incoming call to a issuing device that issues first call identification information for identifying a call connection between the calling telephone that made the call and the call acquisition unit. A transmitter is provided. The telephone has, for example, an identification information acquisition unit that acquires the first call identification information issued by the issuing device. The telephone includes, for example, a recording unit that produces recorded data in which at least a portion of a call between the calling telephone and the call acquisition unit is recorded. The telephone has, for example, a third storage unit that stores recorded data in association with the first call identification information.

In the third aspect of the present invention, an information processing method is provided. The above information processing method detects, for example, that a private branch exchange accommodating a plurality of extension telephones transfers a call from a calling telephone to an external telephone used by the first operator via an external network. Has a transfer detection stage. The above information processing method is, for example, a first issue that issues first call identification information for identifying a call connection between a calling telephone and an external telephone in response to a transfer being detected in the transfer detection stage. Has stages.

In a fourth aspect of the invention, a program is provided. The above program may be a program for making a computer function as an information processing system according to the first aspect. The above program may be a program for causing a computer to execute the information processing method according to the third aspect. A computer-readable medium for storing the above program may be provided. The computer-readable medium may be a non-temporary computer-readable medium. The computer-readable medium may be a computer-readable recording medium.

The outline of the above invention does not list all the necessary features of the present invention. A subcombination of these feature groups can also be an invention.

An example of the system configuration of the telephone support system 100 is shown schematically. An example of the internal configuration of the premises management system 120 is schematically shown. An example of the internal configuration of PBX232 is shown schematically. An example of the internal configuration of CTI234 is shown schematically. An example of the internal configuration of the call information management unit 246 is schematically shown. An example of the information stored in the storage unit 248 is shown schematically. An example of the internal configuration of the cooperative management system 140 is schematically shown. Other examples of the internal configuration of the cooperative management system 140 are schematically shown. An example of the internal configuration of the cooperative management system 940 is shown schematically. Another example of the data format of the telephone information storage unit 610 is schematically shown. Other examples of the internal configuration of the cooperative management system 940 are schematically shown. An example of the system configuration of the computer 3000 is shown schematically.

Hereinafter, the present invention will be described through embodiments of the invention, but the following embodiments do not limit the invention within the scope of the claims. Also, not all combinations of features described in the embodiments are essential to the means of solving the invention. In the drawings, the same or similar parts may be given the same reference number to omit duplicate explanations.

[Overview of telephone support system 100]
FIG. 1 schematically shows an example of the system configuration of the telephone support system 100. In the present embodiment, the details of the telephone response support system 100 will be described by taking as an example a case where the customer 20 makes a call to the call center 110 using the telephone 102. In the present embodiment, in the call center 110, one or more on-site operators 32 (sometimes referred to as one or more) working on the premises of the call center 110 and one or more off-site operators 34 working outside the call center 110. And one or more supervisors 36 who manage and instruct the on-site operator 32 and the off-site operator 34 respond to telephone inquiries from one or more customers 20.

In the present embodiment, the telephone correspondence support system 100 includes a premises management system 120, one or more premises telephones 132, one or more outside telephones 134, and a cooperation management system 140. In the present embodiment, the premises management system 120 and one or more premises telephones 132 are arranged in the premises of the call center 110. On the other hand, one or more off-site telephones 134 are arranged outside the premises of the call center 110.

In the present embodiment, the premises management system 120 and each of one or more premises telephones 132 are connected via the extension telephone network 122 of the call center 110. Further, the premises management system 120 and each of the one or more off-site telephones 134 are connected via the public telephone network 12.

In the present embodiment, the premises management system 120 and one or more off-site telephones 134 can send and receive information to and from each other via the communication network 14. Further, the premises management system 120 and the cooperation management system 140 can exchange information with each other via the communication network 14.

In the past, call center operators generally worked on the premises of the call center. Therefore, the telephone support system of the call center often has a function of recording a call between the customer's telephone and the extension telephone of the call center. In recent years, the work styles of operators have become more diversified, and the number of operators working outside the call center, such as each operator's home or each room of an accommodation facility, has increased.

However, as described above, in the conventional call center telephone support system, the system is constructed on the premise that the operator mainly works on the premises of the call center. Therefore, in a conventional call center telephone support system, the system transfers a call from a customer to the call center to a telephone used by an operator working outside the call center via an external network such as a public telephone network. If so, there arises the problem that the system cannot record the call between the customer and the operator.

In order to solve the above problems, a function to record a call via the private branch exchange or a function to output a copy of a call packet via the private branch exchange is provided to the private branch exchange (sometimes referred to as PBX). It is possible to add it. However, adding the above-mentioned function to the existing private branch exchange or exchanging the existing private branch exchange with the exchange having the above-mentioned function incurs a high cost.

Therefore, in the present embodiment, the premises management system 120 and the cooperation management system 140 cooperate with each other, so that the premises management system 120 acquires the recorded data recorded by the off-site telephone 134 or the cooperation management system 140. Specifically, when the premises management system 120 transfers a call from the telephone 102 to the off-site telephone 134 via the public telephone network 12, the cooperation management system 140 is used to identify the call from the telephone 102. Issue a call ID to be called. Further, at least a part of the call between the telephone 102 and the outside telephone 134 is recorded by at least one of the outside telephone 134 and the cooperation management system 140. The recorded data of the above call is stored in at least one of the outside telephone 134 and the cooperation management system 140 in association with the call ID of the call from the telephone 102.

Further, when the cooperation management system 140 issues a call ID corresponding to the call from the telephone 102, the cooperation management system 140 transmits the call ID to the premises management system 120 via the communication network 14. When the premises management system 120 requests the outside telephone 134 or the cooperation management system 140 to transmit the recorded data associated with the call ID, the outside telephone 134 or the cooperation management system 140 passes through the communication network 14. The above recorded data is transmitted to the premises management system 120. In one embodiment, the recorded data is transmitted to the premises management system 120 in near real time during a call. In another embodiment, the recorded data is transmitted to the premises management system 120 after the call ends.

As a result, the premises management system 120 can acquire the recorded data of the call between the telephone 102 and the outside telephone 134. Further, according to the present embodiment, call recording is realized by a very simple mechanism. Therefore, a function for recording a call between the telephone 102 and the off-site telephone 134 can be realized at a very low cost as compared with the case where the private branch exchange is modified or replaced.

[Overview of each part related to the telephone support system 100]
In the present embodiment, the public switched telephone network 12 provides a voice call service to a landline telephone, a mobile phone, or a smartphone. The public telephone network 12 may provide a circuit-switched voice call service. The public switched telephone network 12 is realized by, for example, an analog line, a digital line, and a combination thereof.

In the present embodiment, the communication network 14 may be a transmission line for wired communication, a transmission line for wireless communication, or a combination of a transmission line for wireless communication and a transmission line for wired communication. .. The communication network 14 may include a wireless packet communication network, the Internet, a P2P network, a dedicated line, a VPN, a power line communication line, and the like.

The communication network 14 may include (i) a mobile communication network such as a mobile phone network, and (ii) a wireless MAN (eg, WiMAX®), a wireless LAN (eg, WiFi®). ), Bluetooth®, Zigbee®, NFC (Near Field Communication) and other wireless communication networks may be included. Wireless LAN, Bluetooth®, Zigbee®, and NFC may be examples of short-range wireless communication.

In the present embodiment, the telephone 102 may be any device that can make a call to the call center 110 via the public telephone network 12, and the details thereof are not limited. The telephone 102 may be a landline telephone, a mobile phone or a smartphone.

In this embodiment, the premises management system 120 controls call connections between each of one or more premises telephones 132 and each of one or more telephones 102. Further, the premises management system 120 controls a call connection between each of the one or more off-site telephones 134 and each of the one or more telephones 102. As a result, when the customer 20 makes a call to the call center 110 using the telephone 102, the telephone 102 is connected to one of the one or more private telephones 132 and the one or more external telephones 134. The premises management system 120 may control the above-mentioned call while the call between the telephone 102 and the premises telephone 132 or the outside telephone 134 continues. Details of the premises management system 120 will be described later.

In the present embodiment, the premises telephone 132 is an extension telephone arranged in the premises of the call center 110. The premises telephone 132 may be any device that can make and receive calls via the premises management system 120, and the details thereof are not limited. The private telephone 132 may be a landline telephone, a mobile phone, or a smartphone. The private telephone 132 may be an IP telephone or a smartphone having a Voice over Internet Protocol (VoIP) extension call function.

In the present embodiment, the off-site telephone 134 is a telephone arranged outside the call center 110, and makes and receives calls via the on-site management system 120. For example, the call from the telephone 102 is transferred from the premises management system 120 to the off-site telephone 134 via the public telephone network 12. Further, the off-site telephone 134 controls the premises management system 120 to cause the premises management system 120 to execute a call processing to the telephone 102.

Further, in the present embodiment, the off-site telephone 134 transmits / receives information to / from the cooperation management system 140 via the communication network 14. The off-site telephone 134 may send and receive information to and from the on-site management system 120 via the communication network 14. The outside telephone 134 may have a call recording function. The outside telephone 134 may have a Voice over Internet Protocol (VoIP) call function.

The off-site telephone 134 is a device capable of connecting to the premises management system 120 via the public telephone network 12 and transmitting / receiving information to / from at least one of the premises management system 120 and the cooperation management system 140 via the communication network 14. However, the details are not limited. Examples of the off-site telephone 134 include a personal computer having a voice call function, a mobile terminal having a voice call function, and the like. Examples of the mobile terminal include a mobile phone, a smartphone, a PDA, a tablet, a notebook computer or a laptop computer, a wearable computer, and the like.

In the present embodiment, the cooperation management system 140 is used to identify the call from the telephone 102 when the premises management system 120 transfers the call from the telephone 102 to the off-site telephone 134 via the public telephone network 12. Issue a call ID to be called. The cooperation management system 140 may have a call recording function. Details of the cooperative management system 140 will be described later.

[Specific configuration of each part of the telephone support system 100]
Each part of the telephone correspondence support system 100 may be realized by hardware, may be realized by software, or may be realized by hardware and software. At least a part of each part of the telephone support system 100 may be realized by a single server or may be realized by a plurality of servers. At least a part of each part of the telephone support system 100 may be realized on a virtual machine or a cloud system. At least a part of each part of the telephone support system 100 may be realized by a personal computer or a mobile terminal. Examples of the mobile terminal include a mobile phone, a smartphone, a PDA, a tablet, a notebook computer or a laptop computer, a wearable computer, and the like. Each part of the telephone support system 100 may store information by using a distributed ledger technique such as a blockchain or a distributed network.

When at least a part of the components constituting the telephone support system 100 is realized by software, the components realized by the software operate in relation to the components in an information processing device having a general configuration. It may be realized by invoking the specified software or program. The information processing device having the above general configuration includes (i) a data processing device having a processor such as a CPU and GPU, a ROM, a RAM, and a communication interface, and (ii) a keyboard, a pointing device, a touch panel, a camera, and voice input. Input devices such as devices, gesture input devices, various sensors, GPS receivers, output devices such as (iii) display devices, audio output devices, vibration devices, and storage devices such as (iv) memory, HDD, SSD (external). It may include a storage device).

In the information processing device having the above general configuration, the data processing device or the storage device may store the software or the program. The software or program described above causes the information processing apparatus described above to execute the operation specified by the software or program by being executed by the processor. The software or program described above may be stored on a non-temporary computer-readable recording medium. The above software or program may be a program for making the computer function as the telephone support system 100 or a part thereof. The above software or program may be a program for causing a computer to execute an information processing method in the telephone support system 100 or a part thereof.

The above information processing method detects, for example, that a private branch exchange accommodating a plurality of extension telephones transfers a call from a calling telephone to an external telephone used by the first operator via an external network. Has a transfer detection stage. The above information processing method is, for example, a first issue that issues first call identification information for identifying a call connection between a calling telephone and an external telephone in response to a transfer being detected in the transfer detection stage. Has stages. The above information processing method is executed by, for example, the computer of the cooperation management system 140.

The premises operator 32 may be an example of a second operator. The off-site operator 34 may be an example of the first operator. The telephone support system 100 may be an example of an information processing system. The public switched telephone network 12 may be an example of an external line network. The telephone 102 may be an example of a calling telephone. The premises management system 120 may be an example of a management device. The private telephone 132 may be an example of an extension telephone. The outside telephone 134 may be an example of an external telephone. The off-site telephone 134 may be an example of a telephone. The call ID of the call from the telephone 102 may be an example of the first call identification information.

FIG. 2 schematically shows an example of the internal configuration of the premises management system 120. In the present embodiment, the premises management system 120 includes, for example, a network switch 220, a PBX232, a CTI234, a customer relationship management unit 236, and an information terminal 238. The premises management system 120 includes, for example, a communication unit 242, a call recording unit 244, a call information management unit 246, and a storage unit 248.

In this embodiment, the network switch 220 is used to transmit information between each part of the premises management system 120. The network switch 220 executes network connection of each part of the premises management system 120.

In the present embodiment, the PBX 232 is a private branch exchange arranged in the call center 110, and accommodates a plurality of private telephones 132 arranged in the premises of the call center 110. The PBX232 may be an Internet Protocol Private Branch Exchange (sometimes referred to as IP-PBX).

For example, PBX232 accepts a call from customer 20's telephone 102. When the PBX232 accepts a call from the telephone 102, the PBX232 may use, for example, (i) protocol conversion between the public telephone network 12 and the extension telephone network 122, (ii) circuit switching, (iii) call control for incoming and outgoing calls, and the like. To execute. The private telephone 132 may be, for example, a call connection between the telephone 102 and the private telephone 132, a call connection between the telephone 102 and the external telephone 134, a call connection between the private telephones 132, and the private telephone 132 and the external telephone 134. Controls at least one of the call connections between.

The PBX232 may output various information (sometimes referred to as call information) regarding a call made via the PBX232 to the call information management unit 246. Call information includes call identification information, call type information, caller identification information, callee identification information, call start time information, call end time information, and the like. Illustrated. Examples of the call type include outgoing call, incoming call, forward call, non-forward call, external call, extension call, and the like, and details of PBX232 will be described later.

In the present embodiment, the CTI 234 is a computer telephone integrated system for integrating a computer and a telephone system device such as a telephone, a PBX, a FAX, and a modem. By using the CTI 234, the on-site operator 32 and the off-site operator 34 can make and receive a telephone call and execute a call by using the information terminal 238.

In one embodiment, the CTI 234 searches for customer information stored in the storage unit 248 and extracts customer information of the customer 20 who is in a call with the operator. The CTI 234 displays the customer information on the screen of the information terminal 238 used by the operator. In another embodiment, the CTI 234 can analyze the recorded call content to prevent troubles or convert the call content into text. Details of CTI234 will be described later.

In the present embodiment, the customer relationship management unit 236 manages various information (sometimes referred to as customer information) regarding each of one or more customers 20. For example, the customer relationship management unit 236 manages the personal information of each of one or more customers 20. The customer relationship management unit 236 manages the history of inquiries from each of one or more customers 20. The customer relationship management unit 236 may manage the history of responses to the above inquiries. The customer relationship management unit 236 may manage the history of transactions with each of one or more customers 20. The customer relationship management unit 236 may store the customer ID for identifying each of the one or more customers 20 in the storage unit 248 in association with the customer information of each customer.

In the present embodiment, the information terminal 238 functions as an input / output interface between each of the premises operator 32, the premises operator 34, and the supervisor 36 and the premises management system 120. The information terminal 238 receives instructions or information input from the premises operator 32, the premises operator 34, or the supervisor 36 to the premises management system 120. The information terminal 238 presents instructions or information from the premises management system 120 to the premises operator 32, the outside operator 34, or the supervisor 36.

Examples of the information terminal 238 include a personal computer and a mobile terminal. Examples of the mobile terminal include a mobile phone, a smartphone, a PDA, a tablet, a notebook computer or a laptop computer, a wearable computer, and the like.

The information terminal 238 includes, for example, a communication device, an input device, an output device, a self-position estimation device, a line-of-sight detection device, and the like. Examples of the input device include a keyboard, a pointing device, a voice input device (for example, a microphone), an image input device (for example, a camera), a voice recognition device, and an image recognition device. The image input device may capture a still image or may capture a moving image. The image input device may record images and sounds. Examples of the output device include a display, a projector, a speaker, an ultrasonic output device, a vibration output device, a printer, and the like.

In the present embodiment, the communication unit 242 transmits / receives information to / from at least one of the off-site telephone 134 and the cooperation management system 140 via the communication network 14. The communication unit 242 may support one or more communication protocols.

In this embodiment, the call recording unit 244 records at least a part of the call between the telephone 102 and the private telephone 132. For example, the call recording unit 244 acquires at least a call between the telephone 102 and the specific private telephone 132 by acquiring a call packet addressed to the specific private telephone 132 output by the PBX 232 to the extension telephone network 122. Record a part. On the other hand, when the PBX 232 does not have a function of outputting a call packet of a call between the telephone 102 and the outside telephone 134 to the extension telephone network 122 or the network switch 220, the call recording unit 244 is located between the telephone 102 and the outside telephone 134. I can't record my call.

In the present embodiment, the call information management unit 246 manages various information related to the call made via the PBX232. For example, the call information management unit 246 stores the call information output by the PBX232 in the storage unit 248. The call information management unit 246 may store the recorded data of the call recorded by the call recording unit 244 in the storage unit 248 in association with the call identification information of the call. Further, for example, the call information management unit 246 stores the call information output by the cooperation management system 140 in the storage unit 248. The call information management unit 246 may store the recorded data of the call recorded by at least one of the outside telephone 134 and the cooperation management system 140 in the storage unit 248 in association with the call identification information of the call. The details of the call information management unit 246 will be described later.

In the present embodiment, the storage unit 248 stores various types of information. Details of the information stored in the storage unit 248 will be described later.

PBX232 may be an example of a private branch exchange. The call information management unit 246 may be an example of a management device.

FIG. 3 schematically shows an example of the internal configuration of PBX232. In the present embodiment, the PBX 232 includes a call control unit 312, an external line communication control unit 314, an extension communication control unit 316, a CTI cooperation unit 322, a transfer destination determination unit 324, and a transfer policy storage unit 326.

In the present embodiment, the call control unit 312 controls the overall operation of the PBX232. The call control unit 312 executes various call processes for controlling the call connection.

In the present embodiment, the call control unit 312 generates the above-mentioned call information and outputs it to the call information management unit 246. For example, the call control unit 312 issues a call ID for identifying each of the plurality of calls via the PBX232. The call via PBX232 may be a call corresponding to a call between the telephone 102 and the private telephone 132, or a call corresponding to a call between the telephone 102 and the external telephone 134.

The call control unit 312 includes (i) the call ID issued by the call control unit 312, (ii) the call start time or recording start time of the call corresponding to each of the plurality of calls, and the call end time or the call end time of the call. Information indicating at least one of the recording end times (sometimes referred to as call time identification information) and (iii) information for identifying a phone that has called each of a plurality of calls (calling phone identification information). (Sometimes referred to as), and at least one of the information for identifying the phone that called each of the plurality of calls (sometimes referred to as the called phone identification information). , Generate the above call information. Examples of the calling telephone identification information include a telephone number and an IP address. Examples of the incoming telephone identification information include a telephone number and an IP address. Further, the call control unit 312 outputs the above call information to the call information management unit 246.

In the present embodiment, the outside line communication control unit 314 controls the outside line communication in the premises management system 120 based on the instruction from the call control unit 312. In the present embodiment, the extension communication control unit 316 controls the extension communication in the premises management system 120 based on the instruction from the call control unit 312.

In the present embodiment, the CTI cooperation unit 322 sends and receives information to and from the CTI 234. For example, the CTI cooperation unit 322 acquires information from the CTI 234 indicating a response from the customer 20 to the automatic response process executed by the CTI 234.

In one embodiment, the CTI 234 is such that from the telephone 102 of the customer 20, the customer 20 (i) responds by the off-site operator 34 using the off-site telephone 134, and (ii) responds by the on-site operator 32 using the on-site telephone 132. Acquires information (sometimes referred to as a user instruction) indicating which of the two is desired. The CTI cooperation unit 322 acquires the above user instruction from the CTI 234, and outputs information indicating the content of the user instruction to the transfer destination determination unit 324.

In another embodiment, the CTI 234 acquires information indicating the content of the inquiry of the customer 20 from the telephone 102 of the customer 20. The CTI cooperation unit 322 acquires information indicating the content of the inquiry of the customer 20 from the CTI 234, and outputs the information to the transfer destination determination unit 324.

In the present embodiment, the transfer destination determination unit 324 determines whether the call received from the telephone 102 of the customer 20 is connected to the private telephone 132 or the external telephone 134. As a result, the transfer destination of the call from the telephone 102 is determined.

The transfer destination determination unit 324 connects the call received from the telephone 102 of the customer 20 to either the private telephone 132 or the external telephone 134 based on the information indicating the response from the customer 20 to the automatic response processing executed by the CTI 234. You may decide. For example, the transfer destination determination unit 324 uses the telephone 102 of the customer 20 based on the information indicating the response from the customer 20 to the automatic response process executed by the CTI 234 and the transfer policy stored in the transfer policy storage unit 326. It is determined whether the received call is connected to the private telephone 132 or the external telephone 134.

The transfer policy includes (i) a policy of determining the transfer destination according to the operating status of the on-site operator 32 or the off-site operator 34, and (ii) a policy of determining the transfer destination according to the operating status of the supervisor 36. Examples thereof include a policy of transferring to a transfer destination indicated by a user instruction, and (iv) a policy of transferring to a predetermined transfer destination according to the content of an inquiry of a customer 20. When a plurality of transfer policies exist, the priority among the plurality of transfer policies may be predetermined.

The call control unit 312 may be an example of a second issuing unit and a second call information output unit. The CTI cooperation unit 322 may be an example of a user instruction acquisition unit. The transfer destination determination unit 324 may be an example of a transfer control unit. The call ID issued by the call control unit 312 may be an example of the second call identification information. The call information generated by the call control unit 312 may be an example of the second call information.

FIG. 4 schematically shows an example of the internal configuration of CTI234. In the present embodiment, the CTI 234 includes a CTI control unit 410, an automatic answering unit 420, and a call analysis unit 430. In the present embodiment, the call analysis unit 430 has a text data generation unit 432 and an event detection unit 434.

In this embodiment, the CTI control unit 410 controls the overall operation of the CTI 234. For example, the CTI control unit 410 includes (i) a private telephone 132 or an external telephone 134 used by each of the internal operator 32, the external operator 34, and the supervisor 36, and (ii) the internal operator 32, the external operator 34, and the supervisor 36. It is associated with the information terminal 238 used by each of the above. Further, the CTI control unit 410 searches the customer relationship management unit 236 when the on-site operator 32, the off-site operator 34, or the supervisor 36 is talking to the specific customer 20, and obtains information about the specific customer 20. Extract. Further, the CTI control unit 410 transmits information about the specific customer to the information terminal 238 used by the on-site operator 32, the off-site operator 34, or the supervisor 36 who is talking to the specific customer 20.

The automatic response unit 420 executes voice automatic response processing based on an instruction from the CTI control unit 410 when an incoming call is received from the telephone 102 of the customer 20. For example, the automatic answering unit 420 reproduces a voice regarding a question for determining a transfer destination of the telephone 102 of the customer 20. The above question is a question as to whether the customer 20 desires (i) a response by the off-site operator 34 using the off-site telephone 134 or (ii) a response by the on-site operator 32 using the on-site telephone 132. You can. The above question may be a question regarding the content of the inquiry of the customer 20.

Further, the automatic response unit 420 acquires information indicating the answer of the customer 20 to the automatic response from the telephone 102 of the customer 20. For example, the automatic response unit 420 acquires a user instruction from the telephone 102 of the customer 20 indicating whether the customer 20 desires (i) a response by the off-site operator 34 or (ii) a response by the on-site operator 32. do. The automatic response unit 420 may transmit information indicating a response from the customer 20 to the CTI cooperation unit 322.

In the present embodiment, the call analysis unit 430 analyzes the content of the call. For example, the call analysis unit 430 analyzes the content of a call between (i) the customer 20 and (ii) the on-site operator 32, the off-site operator 34, or the supervisor 36. For example, the text data generation unit 432 converts the contents of the above call into text and generates text data. For example, the event detection unit 434 analyzes the content of the above call and detects the occurrence of a predetermined event. The predetermined events include (i) the mental state of the customer 20 has shifted to a predetermined state, and (ii) the mental state of the on-site operator 32 or the off-site operator 34 has changed to a predetermined state. , (Iii) It is exemplified that a predetermined keyword or key phrase is used in a call.

The automatic response unit 420 may be an example of a user instruction acquisition unit.

FIG. 5 schematically shows an example of the internal configuration of the call information management unit 246. Further, an example of information processing in the call information management unit 246 will be described with reference to FIG. In the present embodiment, the call information management unit 246 includes a private call management unit 512 and an external call management unit 514.

In the present embodiment, the premises call management unit 512 acquires call information (sometimes referred to as premises call information) regarding a call between the telephone 102 and the premises telephone 132 from the call control unit 312. The private call information includes, for example, (i) a call ID issued by the call control unit 312 for each call or each call, (ii) a call start time or recording start time, and a call end time or recording end time. Includes information indicating at least one and (iii) at least one of the incoming telephone identification information and the calling telephone identification information.

Further, in the present embodiment, the premises call management unit 512 acquires recorded data in which at least a part of the call between the telephone 102 and the premises telephone 132 is recorded from the call recording unit 244. The private call management unit 512 may (i) sequentially acquire the recorded data during the call, or (ii) may acquire the recorded data collectively or separately after the call is completed.

The premises call management unit 512 associates the premises call information from the call control unit 312 with the recorded data from the call recording unit 244 and stores it in the storage unit 248. The private call management unit 512 may (i) sequentially store the recorded data in the storage unit 248 during the call, and (ii) after the call ends, the recorded data may be collectively or divided into the storage unit 248. May be stored in.

In one embodiment, the private call management unit 512 stores the above-mentioned recorded data in the storage unit 248. Further, the premises call management unit 512 generates recording information in which the premises call information and the URI of the recording data are associated with each other, and stores the recording information in the storage unit 248.

In another embodiment, the private call management unit 512 records the call ID in the header or file name of the recorded data, and stores the recorded data in the storage unit 248. Further, the private call management unit 512 stores the above-mentioned private call information in the storage unit 248.

In the present embodiment, the outside call management unit 514 acquires call information (sometimes referred to as outside call information) regarding a call between the telephone 102 and the outside telephone 134 from the cooperation management system 140. The off-site call information includes, for example, (i) a call ID issued by the cooperation management system 140 for each call or each call, (ii) a call start time or recording start time, and a call end time or recording start time. Includes information indicating at least one and (iii) at least one of the incoming telephone identification information and the calling telephone identification information.

In this case, the call from the telephone 102 of the customer 20 is transferred to the off-site telephone 134 via the public telephone network 12 by the PBX232. Therefore, the outside call management unit 514 may acquire call information (sometimes referred to as transfer call information) regarding a call between the telephone 102 and the outside telephone 134 from the call control unit 312. The transferred call information includes, for example, (i) a call ID issued by the call control unit 312 for each call or each call, (ii) a call start time or recording start time, and a call end time or recording start time. At least one of information indicating at least one, (iii) incoming telephone identification information, calling telephone identification information, and information for identifying a transfer destination telephone (sometimes referred to as transfer destination identification information). Including telephone.

The outside call management unit 514 includes, for example, (a) call start time or recording start time, information indicating at least one of call end time or recording start time, and information included in each of the outside call information and the transfer call information. (B) By comparing at least one of the incoming telephone identification information and the outgoing telephone identification information, it is possible to specify the off-site call information and the forward call information corresponding to the same call or call.

Further, in the present embodiment, the outside call management unit 514 acquires recorded data in which at least a part of the call between the telephone 102 and the outside telephone 134 is recorded from the cooperation management system 140. The off-site call management unit 514 may (i) sequentially acquire the recorded data during the call, or (ii) may acquire the recorded data collectively or separately after the call is completed.

The outside call management unit 514 stores the outside call information and the recorded data from the cooperation management system 140 in the storage unit 248 in association with each other. The off-site call management unit 514 may (i) sequentially store the recorded data in the storage unit 248 during the call, and (ii) after the call is completed, collectively or divide the recorded data into the storage unit 248. May be stored in.

In one embodiment, the off-site call management unit 514 stores the above-mentioned recorded data in the storage unit 248. Further, the off-site call management unit 514 generates recording information in which the above-mentioned off-site call information and the above-mentioned recording data URI are associated with each other, and stores the recording information in the storage unit 248.

In another embodiment, the off-site call management unit 514 records the call ID in the header or file name of the recorded data, and stores the recorded data in the storage unit 248. Further, the off-site call management unit 514 stores the above-mentioned off-site call information in the storage unit 248.

The audio file may be an example of recorded data.

In the present embodiment, the details of the outside call management unit 514 have been described by taking as an example the case where the outside call management unit 514 acquires the outside call information and the recorded data from the cooperation management system 140. However, the outside call management unit 514 is not limited to this embodiment. In another embodiment, the outside call management unit 514 may acquire at least one of the outside call information and the recorded data from the outside telephone 134.

FIG. 6 schematically shows an example of information stored in the storage unit 248. In the present embodiment, the storage unit 248 includes a telephone information storage unit 610, a customer information storage unit 620, a call information storage unit 630, and a recording information storage unit 650.

In the present embodiment, the telephone information storage unit 610 stores various information about each of one or more private telephones 132 and one or more external telephones 134. For example, the telephone information storage unit 610 associates the telephone number 612 of each telephone, the type 614 of each telephone, the IP address 616 of each telephone, and the operator ID 618 for identifying the operator who uses each telephone. Store. Examples of the types of telephones include a private telephone, an external telephone, a telephone used by an operator who can respond to a specific type of inquiry, and a telephone used by an operator who cannot respond to a specific type of inquiry.

In the present embodiment, the customer information storage unit 620 stores various information about each of one or more customers 20. For example, the customer information storage unit 620 stores the customer ID 622 of each customer, the telephone number 624 of each customer, the personal information 626 of each customer, and the history information 628 of each customer in association with each other. Examples of personal information include an address, a name, and an age. Examples of the history information include information showing the history of inquiries from each customer, information showing the history of operator responses to inquiries from each customer, and information showing the history of transactions with each customer.

In the present embodiment, the call information storage unit 630 stores various types of information regarding each of one or more calls or calls. For example, the call information storage unit 630 includes a call ID 632 issued for each call or each call, a type 634 for each call or each call, and a telephone number 636 for the caller of each call or each call. The call or callee information 638 of each call, the call start time 642, and the call end time 644 are stored in association with each other. Examples of the call or call type 634 include outgoing call, incoming call, forward call, non-forward call, external call, extension call, and the like.

In another embodiment, the call information storage unit 630 may store identification information other than the telephone number instead of the caller's telephone number. Examples of the caller information 638 include the telephone number and IP address of the caller. In another embodiment, the call information storage unit 630 may store the recording start time of the call in place of the call start time 642 or together with the call start time 642. The call information storage unit 630 may store the recording end time of the call in place of the call end time 644 or together with the call end time 644.

In the present embodiment, the recording information storage unit 650 stores various information regarding each of the one or more recording data. For example, the recording information storage unit 650 includes a recording ID 652 for identifying each recording data, a call ID 654 of a call recorded in each recording data, a telephone number 656 of the caller of the call, and the call. The called caller information 658, the call start time 662 of the call, the call end time 664 of the call, and the URI 666 of each recorded data are stored in association with each other.

In another embodiment, the recording information storage unit 650 may store the recording start time of the call in place of the call start time 662 or together with the call start time 662. The recording information storage unit 650 may store the recording end time of the call in place of the call end time 664 or together with the call end time 664.

[Internal configuration of external telephone 134 and cooperation management system 140]
FIG. 7 schematically shows an example of the internal configuration of the off-site telephone 134 and the cooperation management system 140. Further, with reference to FIG. 7, an example of information processing between the off-site telephone 134 and the cooperation management system 140 will be described.

In the present embodiment, the off-site telephone 134 includes an incoming call unit 722, a call ID acquisition unit 724, a call recording unit 726, and a storage unit 728. In the present embodiment, the cooperation management system 140 includes an incoming signal receiving unit 742, a call ID issuing unit 744, a call information generation unit 746, and a storage unit 748.

[Overview of each part of the outside telephone 134]
In the present embodiment, the incoming unit 722 acquires a call transferred from the PBX232 of the premises management system 120 via the public telephone network 12 (sometimes referred to as an incoming call). For example, the incoming unit 722 acquires a call made by the customer 20 to the call center 110 using the telephone 102. When the incoming unit 722 acquires the call transferred from the PBX 232, the incoming unit 722 transmits an incoming signal indicating the incoming call of the above call to the cooperation management system 140. More specifically, the incoming call unit 722 transmits the above-mentioned incoming call signal to the call ID issuing unit 744.

In the present embodiment, the call ID acquisition unit 724 acquires the call ID issued by the cooperation management system 140 for the above call from the cooperation management system 140.

In the present embodiment, the call recording unit 726 starts recording a call between the telephone 102 and the off-site telephone 134 in response to the incoming call unit 722 acquiring the above call. It also generates recorded data in which the call is recorded. As a result, recorded data in which at least a part of the call between the telephone 102 and the outside telephone 134 is recorded is generated.

In the present embodiment, the storage unit 728 stores the recording data generated by the call recording unit 726 in association with the call ID acquired by the call ID acquisition unit 724. The storage unit 728 may (i) sequentially store the recorded data during the call, or (ii) may store the recorded data collectively or separately after the call ends.

In one embodiment, the storage unit 728 stores (i) the above-mentioned recorded data, and (ii) the information in which the call ID acquired by the call ID acquisition unit 724 and the URI of the above-mentioned recorded data are associated with each other. .. In another embodiment, the storage unit 728 stores the recorded data in which the above call ID is recorded in the header or the file name.

In the present embodiment, the storage unit 728 transmits the above-mentioned recorded data to the cooperation management system 140. The storage unit 728 may (i) transmit the above-mentioned recorded data to the cooperation management system 140 at an arbitrary timing, and (ii) manage the above-mentioned recording data in cooperation in response to a request from the cooperation management system 140. It may be transmitted to the system 140.

[Overview of each part of the cooperation management system 140]
In the present embodiment, the incoming signal receiving unit 742 receives the incoming signal from the incoming unit 722. When the incoming call signal receiving unit 742 receives the incoming call signal, the incoming call signal receiving unit 742 detects that the PBX 232 transfers the call from the telephone 102 to the outside telephone 134 via the public telephone network 12.

In the present embodiment, the call ID issuing unit 744 may make a call connection (sometimes referred to simply as a call) between the telephone 102 and the outside telephone 134 in response to the incoming signal receiving unit 742 receiving the incoming signal, for example. Issuing a call ID to identify (there is). The call ID issuing unit 744 transmits the call ID issued in response to the incoming signal receiving unit 742 receiving the incoming signal to the outside telephone 134. The call ID issuing unit 744 may transmit the above call ID as a response to the above incoming signal.

In the present embodiment, the call information generation unit 746 uses the call ID issued by the call ID issuing unit 744 to generate call information regarding the call between the telephone 102 and the outside telephone 134. For example, the call information generation unit 746 has (i) a call ID issued by the call ID issuing unit 744, (ii) a call start time or recording start time of a call between the telephone 102 and the outside telephone 134, and the call. At least one of call time identification information indicating at least one of the call end time and the recording end time, (iii) the caller telephone identification information for identifying the telephone 102, and the external telephone identification information for identifying the outside telephone 134. Generates call information associated with one of them.

The call information generation unit 746 may generate call information at a plurality of different timings for a single call. For example, the call information generation unit 746 includes the call ID, the call start time or the recording start time, the caller telephone identification information, and the external telephone identification information at the timing when the call ID issuing unit 744 issues the call ID. Generate call information. Further, the call information generation unit 746 includes a call ID, a call start time or recording start time, a call end time or recording end time, a caller telephone identification information, and an external telephone identification information at the timing when the call ends. Generate call information including.

In the present embodiment, the call information generation unit 746 outputs the generated call information to the call information management unit 246. The above call information may be an example of the off-site call information described in relation to FIG.

In the present embodiment, the storage unit 748 acquires recorded data from the outside telephone 134 in which at least a part of the call between the telephone 102 and the outside telephone 134 is recorded. The storage unit 748 may (i) acquire the recorded data sequentially during the call, or (ii) may acquire the recorded data collectively or separately after the call ends.

In the present embodiment, the storage unit 748 stores the recorded data acquired from the cooperation management system 140 in association with the call ID issued by the call ID issuing unit 744. In one embodiment, the storage unit 748 stores (i) the recorded data, (ii) the information in which the call ID issued by the call ID issuing unit 744 and the URI of the recorded data are associated with each other. .. In another embodiment, the storage unit 748 stores the recorded data in which the above call ID is recorded in the header or the file name.

In the present embodiment, the storage unit 748 outputs the recorded data stored in the storage unit 748 to the call information management unit 246 in response to a request from the call information management unit 246. The storage unit 748 may (i) sequentially output the recorded data during the call, or (ii) may output the recorded data collectively or separately after the call is completed.

[Information processing between the outside telephone 134 and the cooperation management system 140]
Next, an example of information processing between the off-site telephone 134 and the cooperation management system 140 will be described with reference to FIG. 7. According to the present embodiment, first, the PBX 232 transfers the call made by the telephone 102 of the customer 20 to the off-site telephone 134 via the public telephone network 12. Then, the incoming unit 722 receives the call transferred from the PBX232.

When the incoming unit 722 receives the call transferred from the PBX 232, the incoming unit 722 transmits an incoming signal to the incoming signal receiving unit 742 of the cooperation management system 140. Further, the call recording unit 726 starts recording a call between the telephone 102 and the off-site telephone 134.

When the incoming call signal receiving unit 742 receives the incoming call signal, the call ID issuing unit 744 issues a call ID for identifying the call transferred from the PBX232. When the call ID issuing unit 744 issues a call ID, the call ID issuing unit 744 transmits the call ID to the call ID acquisition unit 724 of the outside telephone 134.

After that, when the call between the telephone 102 and the outside telephone 134 ends, the call recording unit 726 ends the recording of the above call. The call recording unit 726 stores the recorded data in which the above-mentioned call is recorded in the storage unit 728 in association with the call ID of the call.

In addition, the call recording unit 726 transmits an end signal indicating that the above call has ended to the call information generation unit 746. When the call information generation unit 746 acquires the end signal, the call information generation unit 746 generates call information regarding the call between the telephone 102 and the outside telephone 134. The call information generation unit 746 transmits the above call information to the call information management unit 246. The above call information may be off-site call information described in relation to FIG.

Further, the storage unit 728 transmits the recorded data of the above call to the cooperation management system 140. The cooperation management system 140 stores the recorded data acquired from the outside telephone 134 in the storage unit 748 in association with the call ID of the call recorded in the recorded data.

After that, the call information management unit 246 transmits a request signal requesting the recorded data of the call identified by the specific call ID to the cooperation management system 140. When the cooperation management system 140 receives the request signal, the storage unit 748 transmits the recording data associated with the call ID indicated by the request signal to the call information management unit 246.

As described in relation to FIG. 5, the call information management unit 246 stores the recording data and the off-site call information acquired from the cooperation management system 140 in the storage unit 248. As described above, according to the present embodiment, the premises management system 120 acquires the recorded data in which at least a part of the call between the telephone 102 and the outside telephone 134 is recorded by a very simple mechanism, and the recording thereof. You can manage the data.

The incoming unit 722 may be an example of a call acquisition unit and a transmitting unit. The call ID acquisition unit 724 may be an example of the identification information acquisition unit. The call recording unit 726 may be an example of a recording unit. The storage unit 728 may be an example of the third storage unit. The incoming signal receiving unit 742 may be an example of a transfer detecting unit. The call ID issuing unit 744 may be an example of the first issuing unit and the identification information output unit. The call information generation unit 746 may be an example of the first call information output unit. The storage unit 748 may be an example of the first storage unit.

The call ID issued by the cooperation management system 140 may be an example of the first call identification information. The call ID issued by the call ID issuing unit 744 may be an example of the first call identification information. Receiving an incoming signal may be an example of detecting a transfer. The call information generated by the call information generation unit 746 may be an example of the first call information.

FIG. 8 schematically shows another example of the internal configuration of the cooperation management system 140. According to the embodiment related to FIG. 7, after the call is completed, the recorded data of the call is collectively transmitted to the call information management unit 246 in the outside telephone 134 and the cooperation management system 140 as an example. The outline of information processing was explained. Using FIG. 8, an outline of information processing in the off-site telephone 134 and the cooperation management system 140 will be described by taking as an example the case where the recorded data of the call is sequentially transmitted to the call information management unit 246 during the call. ..

According to the present embodiment, first, the PBX 232 transfers the call made by the telephone 102 of the customer 20 to the off-site telephone 134 via the public telephone network 12. Then, the incoming unit 722 receives the call transferred from the PBX232.

When the incoming unit 722 receives the call transferred from the PBX 232, the incoming unit 722 transmits an incoming signal to the incoming signal receiving unit 742 of the cooperation management system 140. Further, the call recording unit 726 starts recording a call between the telephone 102 and the off-site telephone 134.

When the incoming call signal receiving unit 742 receives the incoming call signal, the call ID issuing unit 744 issues a call ID for identifying the call transferred from the PBX232. When the call ID issuing unit 744 issues a call ID, the call ID issuing unit 744 transmits the call ID to the call ID acquisition unit 724 of the outside telephone 134.

Further, when the call ID issuing unit 744 issues a call ID, the call information generation unit 746 generates call information regarding the call between the telephone 102 and the outside telephone 134. The call information generation unit 746 transmits the above call information to the call information management unit 246. The above call information may be off-site call information described in relation to FIG.

Further, when the call ID acquisition unit 724 acquires the call ID, the storage unit 728 transmits the recorded data of the above call to the cooperation management system 140 in association with the call ID of the call. In this case, the storage unit 728 may be a buffer in which the recorded data is temporarily stored. Further, the storage unit 748 transmits the recorded data of the above-mentioned call to the call information management unit 246 in association with the call ID of the call. As a result, during the call, the recorded data of the call is sequentially transmitted to the call information management unit 246.

After that, when the call between the telephone 102 and the outside telephone 134 ends, the call recording unit 726 ends the recording of the above call. In addition, the call recording unit 726 transmits an end signal indicating that the above call has ended to the call information generation unit 746. When the call information generation unit 746 acquires the end signal, the call information generation unit 746 generates call information regarding the call between the telephone 102 and the outside telephone 134. The call information generation unit 746 transmits the above call information to the call information management unit 246. The above call information may be off-site call information described in relation to FIG.

FIG. 9 schematically shows an example of the internal configuration of the cooperation management system 940. Further, with reference to FIG. 9, an example of information processing between the off-site telephone 134 and the cooperation management system 940 will be described.

According to the embodiments described in relation to FIGS. 1 to 8, the details of the telephone support support system 100 will be described by exemplifying a case where the telephone telephone 134 records a call between the telephone telephone 102 and the telephone telephone 134. Was done. Using FIG. 9, the telephone correspondence support system 100 is provided with the cooperation management system 940 instead of the cooperation management system 140, and the cooperation management system 940 records a call between the telephone 102 and the outside telephone 134. Other embodiments of the response support system 100 will be described.

[Overview of each part of the cooperation management system 940]
In the present embodiment, the cooperation management system 940 includes a relay management unit 942, a call ID issuing unit 944, a call recording unit 726, a call information generation unit 746, and a storage unit 748. In the present embodiment, the call ID issuing unit 944 has the same configuration as the call ID issuing unit 744 described in connection with FIGS. 7 and 8. In the present embodiment, the call recording unit 726, the call information generation unit 746, and the storage unit 748 are the call recording unit 726, the call information generation unit 746, and the storage unit described in relation to FIGS. 7 and 8. It has the same configuration as 748.

In the present embodiment, the relay management unit 942 relays a call between the PBX 232 and the off-site telephone 134. As a result, when the PBX 232 transfers the call from the telephone 102 to the relay management unit 942, the relay management unit 942 can relay the call between the telephone 102 and the off-site telephone 134.

More specifically, the relay management unit 942 is assigned a plurality of relay telephone numbers corresponding to each of the one or more off-site telephones 134. For example, the PBX 232 stores a table in which the telephone numbers of one or more off-site telephones 134 and the relay telephone numbers assigned to each of the one or more off-site telephones 134 are associated with each other. Then, when the PBX 232 transfers the call from the telephone 102 to the specific off-site telephone 134, the PBX 232 refers to the above table and transfers the call from the telephone 102 to the specific off-site telephone 134 for relay. Transfer to your phone number.

The relay management unit 942 transfers the call from the telephone 102 transferred from the PBX 232 to the specific relay telephone number to the off-site telephone 134 corresponding to the specific relay telephone number. Then, when the telephone 102 and the outside telephone 134 are connected, the relay management unit 942 relays the call between the telephone 102 and the outside telephone 134. As a result, the route of the telephone 102-public telephone network 12-PBX232-public telephone network 12-cooperation management system 940-outside telephone 134 is established.

According to the present embodiment, the relay management unit 942 transfers the call from the telephone 102 transferred from the PBX232 to the specific relay telephone number to the off-site telephone 134 corresponding to the specific relay telephone number. .. As a result, the relay management unit 942 can detect that the PBX232 has transferred the call from the telephone 102 to the off-site telephone 134 via the public telephone network 12.

In the present embodiment, the call ID issuing unit 944 is between the telephone 102 and the outside telephone 134, for example, in response to the relay management unit 942 transferring the call from the telephone 102 transferred from the PBX232 to the outside telephone 134. Issue a call ID to identify the call connection (sometimes referred to simply as a call).

The call ID issuing unit 944 differs from the call ID issuing unit 744 in that the call ID is not transmitted to the off-site telephone 134. With respect to features other than the above differences, the call ID issuing unit 944 may have the same configuration as the call ID issuing unit 744. In another embodiment, the call ID issuing unit 944 may transmit the call ID to the off-site telephone 134.

In this embodiment, the call recording unit 726 records at least a part of the call between the telephone 102 and the off-site telephone 134. By acquiring the communication packet passing through the relay management unit 942, at least a part of the above-mentioned call may be recorded. The call recording unit 726 may store the recorded data in which at least a part of the call between the telephone 102 and the outside telephone 134 is recorded in the storage unit 748 in association with the call ID issued by the call ID issuing unit 944. ..

In the present embodiment, the call information generation unit 746 uses the call ID issued by the call ID issuing unit 944 to generate call information regarding the call between the telephone 102 and the outside telephone 134. For example, the call information generation unit 746 has (i) a call ID issued by the call ID issuing unit 944, (ii) a call start time or recording start time of a call between the telephone 102 and the outside telephone 134, and the call. At least one of call time identification information indicating at least one of the call end time and the recording end time, (iii) the caller telephone identification information for identifying the telephone 102, and the external telephone identification information for identifying the outside telephone 134. Generates call information associated with one of them.

In the present embodiment, the call information generation unit 746 outputs the generated call information to the call information management unit 246. The above call information may be an example of the off-site call information described in relation to FIG.

In the present embodiment, the storage unit 748 stores the recording data generated by the call recording unit 726 in association with the call ID issued by the call ID issuing unit 944. Further, the storage unit 748 outputs the recorded data stored in the storage unit 748 to the call information management unit 246 in response to a request from the call information management unit 246. The storage unit 748 may (i) sequentially output the recorded data during the call, or (ii) may output the recorded data collectively or separately after the call is completed.

[Information processing in the cooperative management system 940]
Next, an example of information processing in the cooperative management system 140 will be described with reference to FIG. According to the present embodiment, first, the PBX 232 transfers the call made by the telephone 102 of the customer 20 to the transfer telephone number assigned to the specific off-site telephone 134 via the public telephone network 12. As a result, the call made by the telephone 102 of the customer 20 is transferred to the cooperation management system 940.

The relay management unit 942 makes a call made by the telephone 102 of the customer 20 in response to the call made by the telephone 102 of the customer 20 being transferred to the telephone number for transfer assigned to the specific off-site telephone 134. , Transfer to the telephone number of the specific off-site telephone 134. Further, when the relay management unit 942 transfers the call made by the telephone 102 of the customer 20 to the telephone number of the specific outside telephone 134, the relay management unit 942 starts a call between the telephone 102 and the outside telephone 134. A start signal indicating that is transmitted to the call ID issuing unit 944.

When the call ID issuing unit 944 receives the start signal, the call ID issuing unit 944 issues a communication ID for identifying a call between the telephone 102 and the off-site telephone 134. Further, the call ID issuing unit 944 notifies the relay management unit 942, the call recording unit 726, and the call information generation unit 746 of the issued communication ID.

When the call ID issuing unit 944 issues the communication ID, the relay management unit 942 starts relay control of the call between the telephone 102 and the outside telephone 134. In this state, when the outside operator 34 using the specific outside telephone 134 performs an incoming call operation, a call is started between the telephone 102 and the outside telephone 134. Further, the call recording unit 726 starts recording a call between the telephone 102 and the off-site telephone 134.

The timing at which the call recording unit 726 starts recording is not limited to this embodiment. In another embodiment, after the call recording unit 726 starts recording a call between the telephone 102 and the outside telephone 134, the relay management unit 942 starts relay control of the call between the telephone 102 and the outside telephone 134. You may.

After that, when the call between the telephone 102 and the outside telephone 134 ends, the relay management unit 942 outputs an end signal indicating that the above call has ended to the call recording unit 726. When the call recording unit 726 receives the end signal, the call recording unit 726 ends the recording of the above call. Further, the call recording unit 726 stores the recorded data in which the above-mentioned call is recorded in the storage unit 748 in association with the call ID of the call.

When the call recording unit 726 receives the end signal, the call recording unit 726 outputs an end signal indicating that the recording has been completed to the call information generation unit 746. When the call information generation unit 746 receives the end signal, the call information generation unit 746 generates call information regarding the call between the telephone 102 and the outside telephone 134. The call information generation unit 746 transmits the above call information to the call information management unit 246. The above call information may be off-site call information described in relation to FIG.

After that, the call information management unit 246 transmits a request signal requesting the recorded data of the call identified by the specific call ID to the cooperation management system 940. When the cooperation management system 940 receives the request signal, the storage unit 748 transmits the recording data associated with the call ID indicated by the request signal to the call information management unit 246.

The storage unit 748 may be an example of the second storage unit. The relay management unit 942 may be an example of a transfer detection unit and a relay unit. The call ID issuing unit 944 may be an example of the first issuing unit. The call ID issued by the call ID issuing unit 944 may be an example of the first call identification information.

FIG. 10 schematically shows another example of the data format of the data table stored in the telephone information storage unit 610. The data table described in connection with FIG. 10 is for each telephone number of one or more off-site telephones 134 and for relay assigned to each of one or more off-site telephones 134 described in connection with FIG. It may be an example of a table associated with a telephone number.

In the present embodiment, the telephone information storage unit 610 stores various information about each of one or more private telephones 132 and one or more external telephones 134. In the present embodiment, the information about each of the one or more off-site telephones 134 is for identifying the telephone number 612 of each telephone, the type 614 of each telephone, the IP address 616 of each telephone, and the operator using each telephone. Operator ID 618 and the relay telephone number 1012 assigned to each telephone.

FIG. 11 schematically shows another example of the internal configuration of the cooperation management system 940. According to the embodiment related to FIG. 9, an outline of information processing in the cooperation management system 940 is taken as an example in which the recorded data of the call is collectively transmitted to the call information management unit 246 after the call is completed. Was explained. With reference to FIG. 11, an outline of information processing in the cooperation management system 940 will be described by taking as an example a case where the recorded data of the call is sequentially transmitted to the call information management unit 246 during the call.

According to the present embodiment, first, the PBX 232 transfers the call made by the telephone 102 of the customer 20 to the transfer telephone number assigned to the specific off-site telephone 134 via the public telephone network 12. As a result, the call made by the telephone 102 of the customer 20 is transferred to the cooperation management system 940.

The relay management unit 942 makes a call made by the telephone 102 of the customer 20 in response to the call made by the telephone 102 of the customer 20 being transferred to the telephone number for transfer assigned to the specific off-site telephone 134. , Transfer to the telephone number of the specific off-site telephone 134. Further, when the relay management unit 942 transfers the call made by the telephone 102 of the customer 20 to the telephone number of the specific outside telephone 134, the relay management unit 942 starts a call between the telephone 102 and the outside telephone 134. A start signal indicating that is transmitted to the call ID issuing unit 944.

When the call ID issuing unit 944 receives the start signal, the call ID issuing unit 944 issues a communication ID for identifying a call between the telephone 102 and the off-site telephone 134. Further, the call ID issuing unit 944 notifies the relay management unit 942, the call recording unit 726, and the call information generation unit 746 of the issued communication ID.

When the call ID issuing unit 944 issues a communication ID, the call information generation unit 746 generates call information regarding a call between the telephone 102 and the outside telephone 134. The above-mentioned call information includes, for example, a call ID issued by the call ID issuing unit 944, a call start time, a source telephone identification information, and an external telephone identification information. The call information generation unit 746 transmits the above call information to the call information management unit 246. The above call information may be off-site call information described in relation to FIG.

When the call information generation unit 746 transmits the call information including the call ID to the call information management unit 246, the relay management unit 942 starts relay control of the call between the telephone 102 and the outside telephone 134. In this state, when the outside operator 34 using the specific outside telephone 134 performs an incoming call operation, a call is started between the telephone 102 and the outside telephone 134. Further, the call recording unit 726 starts recording a call between the telephone 102 and the off-site telephone 134.

The timing at which the call recording unit 726 starts recording is not limited to this embodiment. In another embodiment, after the call recording unit 726 starts recording a call between the telephone 102 and the outside telephone 134, the relay management unit 942 starts relay control of the call between the telephone 102 and the outside telephone 134. You may.

When the call recording unit 726 starts recording a call between the telephone 102 and the outside telephone 134, the call recording unit 726 stores the recorded data of the above call in the storage unit 748 in association with the call ID of the call. do. In this case, the storage unit 748 may be a buffer in which the recorded data is temporarily stored. Further, the storage unit 748 transmits the above-mentioned recorded data to the call information management unit 246. As a result, during the call, the recorded data of the call is sequentially transmitted to the call information management unit 246.

After that, when the call between the telephone 102 and the outside telephone 134 ends, the relay management unit 942 outputs an end signal indicating that the above call has ended to the call recording unit 726. When the call recording unit 726 receives the end signal, the call recording unit 726 ends the recording of the above call. In addition, the call recording unit 726 transmits an end signal indicating that the above call has ended to the call information generation unit 746.

When the call information generation unit 746 acquires the end signal, the call information generation unit 746 generates call information regarding the call between the telephone 102 and the outside telephone 134. The above-mentioned call information (sometimes referred to as call end information) includes, for example, a call ID issued by the call ID issuing unit 944 and a call end time. The call information generation unit 746 transmits the above call information to the call information management unit 246.

FIG. 12 shows an example of a computer 3000 in which a plurality of aspects of the present invention may be embodied in whole or in part. At least a part of the telephone support system 100 may be realized by the computer 3000. For example, at least a part of the agricultural work management server 142 is realized by the computer 3000. For example, at least a part of the premises management system 120 is realized by the computer 3000. At least a portion of the off-site telephone 134 may be implemented by the computer 3000. At least a part of the cooperative management system 140 may be realized by the computer 3000.

The program installed on the computer 3000 causes the computer 3000 to function as an operation associated with the device according to the embodiment of the present invention or as one or more "parts" of the device, or the operation or the one or more "parts". The unit can be executed and / or the computer 3000 can be made to execute the process according to the embodiment of the present invention or the stage of the process. Such a program may be executed by the CPU 3012 to cause the computer 3000 to perform a specific operation associated with some or all of the blocks of the flowcharts and block diagrams described herein.

The computer 3000 according to this embodiment includes a CPU 3012, a RAM 3014, a GPU 3016, and a display device 3018, which are interconnected by a host controller 3010. The computer 3000 also includes an input / output unit such as a communication interface 3022, a hard disk drive 3024, a DVD-ROM drive 3026, and an IC card drive, which are connected to the host controller 3010 via the input / output controller 3020. The computer also includes legacy input / output units such as ROM 3030 and keyboard 3042, which are connected to the input / output controller 3020 via an input / output chip 3040.

The CPU 3012 operates according to a program stored in the ROM 3030 and the RAM 3014, thereby controlling each unit. The GPU 3016 acquires the image data generated by the CPU 3012 in a frame buffer or the like provided in the RAM 3014 or itself so that the image data is displayed on the display device 3018.

The communication interface 3022 communicates with other electronic devices via the network. The hard disk drive 3024 stores programs and data used by the CPU 3012 in the computer 3000. The DVD-ROM drive 3026 reads the program or data from the DVD-ROM 3001 and provides the program or data to the hard disk drive 3024 via the RAM 3014. The IC card drive reads the program and data from the IC card and / or writes the program and data to the IC card.

The ROM 3030 stores in it a boot program or the like executed by the computer 3000 at the time of activation, and / or a program depending on the hardware of the computer 3000. The input / output chip 3040 may also connect various input / output units to the input / output controller 3020 via a parallel port, a serial port, a keyboard port, a mouse port, and the like.

The program is provided by a computer-readable storage medium such as a DVD-ROM 3001 or an IC card. The program is read from a computer-readable storage medium, installed in a hard disk drive 3024, RAM 3014, or ROM 3030, which is also an example of a computer-readable storage medium, and executed by the CPU 3012. The information processing described in these programs is read by the computer 3000 and provides a link between the program and the various types of hardware resources described above. The device or method may be configured to implement the operation or processing of information in accordance with the use of computer 3000.

For example, when communication is executed between the computer 3000 and an external device, the CPU 3012 executes a communication program loaded in the RAM 3014, and performs communication processing on the communication interface 3022 based on the processing described in the communication program. You may order. Under the control of the CPU 3012, the communication interface 3022 reads and reads transmission data stored in a transmission buffer area provided in a recording medium such as a RAM 3014, a hard disk drive 3024, a DVD-ROM 3001, or an IC card. The data is transmitted to the network, or the received data received from the network is written to the reception buffer area or the like provided on the recording medium.

Further, the CPU 3012 makes the RAM 3014 read all or necessary parts of the file or the database stored in the external recording medium such as the hard disk drive 3024, the DVD-ROM drive 3026 (DVD-ROM3001), and the IC card. Various types of processing may be performed on the data on the RAM 3014. The CPU 3012 may then write back the processed data to an external recording medium.

Various types of information such as various types of programs, data, tables, and databases may be stored in recording media and processed. The CPU 3012 describes various types of operations, information processing, conditional judgment, conditional branching, unconditional branching, and information retrieval described in various parts of the present disclosure with respect to the data read from the RAM 3014. Various types of processing may be performed, including / replacement, etc., and the results are written back to RAM 3014. Further, the CPU 3012 may search for information in a file, a database, or the like in the recording medium. For example, when a plurality of entries each having an attribute value of the first attribute associated with the attribute value of the second attribute are stored in the recording medium, the CPU 3012 is the first of the plurality of entries. The attribute value of the attribute of is searched for the entry that matches the specified condition, the attribute value of the second attribute stored in the entry is read, and the attribute value of the second attribute is changed to the first attribute that satisfies the predetermined condition. You may get the attribute value of the associated second attribute.

The program or software module described above may be stored on or near computer 3000 in a computer-readable storage medium. Further, a recording medium such as a hard disk or RAM provided in a dedicated communication network or a server system connected to the Internet can be used as a computer-readable storage medium, whereby the above program can be transmitted via the network. Provided to computer 3000.

Although the present invention has been described above using the embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments. It will be apparent to those skilled in the art that various changes or improvements can be made to the above embodiments. Further, to the extent that there is no technical contradiction, the matters described for the specific embodiment can be applied to other embodiments. It is clear from the description of the claims that the form with such changes or improvements may be included in the technical scope of the present invention.

The order of execution of each process such as operation, procedure, step, and step in the apparatus, system, program, and method shown in the claims, specification, and drawings is particularly "before" and "prior to". It should be noted that it can be realized in any order unless the output of the previous process is used in the subsequent process. Even if the scope of claims, the specification, and the operation flow in the drawings are explained using "first", "next", etc. for convenience, it means that it is essential to carry out in this order. It's not a thing.

12 Public Telephone Network, 14 Communication Network, 20 Customers, 32 Internal Telephone Network, 34 Off-site Operator, 36 Supervisor, 100 Telephone Support System, 102 Telephone, 110 Call Center, 120 Internal Management System, 122 Extension Telephone Network, 132 Internal Telephone, 134 Off-site telephone, 140 Coordination management system, 142 Agricultural work management server, 220 Network switch, 232 PBX, 234 CTI, 236 Customer relationship management department, 238 Information terminal, 242 Communication department, 244 Call recording department, 246 Call information management department, 248 Storage unit, 312 Call control unit, 314 External line communication control unit, 316 Extension communication control unit, 322 CTI cooperation unit, 324 Transfer destination determination unit, 326 Transfer policy storage unit, 410 CTI control unit, 420 Automatic answer unit, 430 Call analysis Unit, 432 text data generation unit, 434 event detection unit, 512 internal call management unit, 514 off-site call management unit, 610 telephone information storage unit, 612 telephone number, 614 type, 616 IP address, 618 operator ID, 620 customer information storage unit. Department, 622 Customer ID, 624 Phone Number, 626 Personal Information, 628 History Information, 630 Call Information Storage Unit, 632 Call ID, 634 Type, 636 Phone Number, 638 Caller Information, 642 Call Start Time, 644 Call End Time , 650 recording information storage unit, 652 recording ID, 654 call ID, 656 phone number, 658 caller information, 662 call start time, 664 call end time, 666 URI, 722 incoming unit, 724 call ID acquisition unit, 726 calls Recording unit, 728 storage unit, 742 incoming call signal reception unit, 744 call ID issuing unit, 746 call information generation unit, 748 storage unit, 940 cooperation management system, 942 relay management unit, 944 call ID issuing unit, 1012 relay telephone number 3000 Computer, 3001 DVD-ROM, 3010 Host Controller, 3012 CPU, 3014 RAM, 3016 GPU, 3018 Display Device, 3020 I / O Controller, 3022 Communication Interface, 3024 Hard Disk Drive, 302 6 DVD-ROM drive, 3030 ROM, 3040 input / output chip, 3042 keyboard

Claims (12)

A transfer detection unit that detects that a private branch exchange accommodating a plurality of extension telephones has transferred a call from a calling telephone to an external telephone used by the first operator via an external network.
A first issuing unit that issues first call identification information for identifying a call connection between the calling telephone and the external telephone in response to the transfer detecting unit detecting the transfer.
An identification information output unit that outputs the first call identification information issued by the first issuing unit to the external telephone, and an identification information output unit.
(I) The recorded data in which at least a part of the call between the calling telephone and the external telephone is recorded is acquired from the external telephone, and (ii) the recorded data is associated with the first call identification information. The first storage unit to store
An information processing system equipped with. A transfer detection unit that detects that a private branch exchange accommodating a plurality of extension telephones has transferred a call from a calling telephone to an external telephone used by the first operator via an external network.
A first issuing unit that issues first call identification information for identifying a call connection between the calling telephone and the external telephone in response to the transfer detecting unit detecting the transfer.
A relay unit that transfers a call from the calling telephone transferred from the private branch exchange to the external telephone and relays a call between the calling telephone and the external telephone.
A recording unit that generates recorded data in which at least a part of a call between the calling telephone and the external telephone is recorded.
A second storage unit that stores the recorded data in association with the first call identification information, and
An information processing system equipped with . The storage unit outputs the recorded data to the management device in response to a request from the management device that manages the call via the private branch exchange.
The information processing system according to claim 1 or 2 . (I) The first call identification information, (ii) the call start time or recording start time of the call between the calling telephone and the external telephone, and the said between the calling telephone and the external telephone. Call time identification information indicating at least one of the call end time and the recording end time of the call, (iii) the caller telephone identification information for identifying the caller telephone, and the external telephone for identifying the external telephone. A first call information output unit that outputs the first call information associated with at least one of the identification information to the management device is further provided.
The information processing system according to claim 3 . The private branch exchange
A second issuing unit that issues second call identification information for identifying each of the plurality of calls via the private branch exchange.
(I) Indicates at least one of the second call identification information, (ii) the call start time or recording start time of the call corresponding to each of the plurality of calls, and the call end time or recording end time of the call. Call time identification information, (iii) calling telephone identification information for identifying a telephone that has called each of the plurality of calls, and arrival for identifying a telephone that has called each of the plurality of calls. A second call information output unit that outputs the second call information associated with at least one of the call telephone identification information to the management device.
Further prepare,
The information processing system according to claim 3 or 4 . From the caller telephone, the user of the caller telephone is (i) a response by the first operator using the external telephone, and (ii) a second operator using any one of the plurality of extension telephones. A user instruction acquisition unit that acquires a user instruction indicating which response is desired, and a user instruction acquisition unit.
A transfer control unit that determines a transfer destination of the call from the calling telephone based on the user instruction acquired by the user instruction acquisition unit.
Further prepare,
The information processing system according to any one of claims 1 to 5 . A transfer detection unit that detects that a private branch exchange accommodating a plurality of extension telephones has transferred a call from a calling telephone to an external telephone used by the first operator via an external network.
A first issuing unit that issues first call identification information for identifying a call connection between the calling telephone and the external telephone in response to the transfer detecting unit detecting the transfer.
An identification information output unit that outputs the first call identification information issued by the first issuing unit to the external telephone, and an identification information output unit.
Equipped with
The external telephone is
A call acquisition unit that acquires calls transferred from the private branch exchange via the external network, and
A transmission unit that transmits a signal indicating an incoming call to the transfer detection unit, and a transmission unit.
The identification information acquisition unit that acquires the first call identification information issued by the first issuing unit, and the identification information acquisition unit.
A recording unit that generates recorded data in which at least a part of a call between the calling telephone and the external telephone is recorded.
A third storage unit that stores the recorded data in association with the first call identification information,
An information processing system equipped with . A call acquisition unit that acquires calls transferred via the public switched telephone network from a private branch exchange that accommodates multiple extension telephones.
A transmitter that transmits a signal indicating an incoming call to a issuing device that issues first call identification information for identifying a call connection between the calling telephone that made the call and the call acquisition unit. ,
An identification information acquisition unit that acquires the first call identification information issued by the issuing device, and
A recording unit that generates recorded data in which at least a part of a call between the calling telephone and the call acquisition unit is recorded.
A third storage unit that stores the recorded data in association with the first call identification information,
A phone equipped with. A program for making a computer function as an information processing system according to any one of claims 1 to 7 . A transfer detection stage in which a private branch exchange accommodating a plurality of extension telephones detects that a call from a calling telephone is transferred to an external telephone used by the first operator via an external network.
A first issuance step of issuing a first call identification information for identifying a call connection between the calling telephone and the external telephone in response to the transfer being detected in the transfer detection step.
An identification information output step of outputting the first call identification information issued in the first issuance step to the external telephone, and an identification information output step.
(I) The recorded data in which at least a part of the call between the calling telephone and the external telephone is recorded is acquired from the external telephone, and (ii) the recorded data is associated with the first call identification information. The first storage stage to store and
Information processing method. A transfer detection stage in which a private branch exchange accommodating a plurality of extension telephones detects that a call from a calling telephone is transferred to an external telephone used by the first operator via an external network.
A first issuance step of issuing a first call identification information for identifying a call connection between the calling telephone and the external telephone in response to the transfer being detected in the transfer detection step.
A relay stage in which a call from the calling telephone transferred from the private branch exchange is transferred to the external telephone and a call is relayed between the calling telephone and the external telephone.
A recording stage that produces recorded data in which at least a portion of a call between the calling telephone and the external telephone is recorded.
A second storage stage in which the recorded data is stored in association with the first call identification information, and
Information processing method. Information processing method for telephones
A call acquisition stage in which calls transferred via the public switched telephone network are acquired from a private branch exchange that accommodates multiple extension telephones.
A transmission step of transmitting a signal indicating an incoming call to the issuing device that issues the first call identification information for identifying the call connection between the calling telephone and the telephone that made the call.
The identification information acquisition step of acquiring the first call identification information issued by the issuing device, and
A recording stage that produces recorded data in which at least a portion of the call between the calling telephone and the telephone is recorded.
A third storage step in which the recorded data is stored in association with the first call identification information, and
Information processing method.

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