JP7190764B2 - Call Systems, Call Methods and Programs - Google Patents

Description

The present invention relates to a call system for making calls with a large number of call destinations, a call system for controlling communications for making calls, a call method, and a program.

Conventionally, CTI (Computer Telephony Integration) is used in call centers that make calls with many customers. In CTI, a computer stores information about called parties, including telephone numbers, and calls are made by the computer over telephone lines. The operator operates the computer and talks with the called party connected for communication after making the call. Patent Document 1 discloses an example of a call center system using CTI.

Japanese Patent No. 5485075

A person who intends to use a call center to do business needs to prepare necessary equipment such as a computer for CTI and a telephone line. Therefore, there is a problem that the cost for use is high. In addition, operations by operators must be performed only within the call center, and there are restrictions on the type of operations.

The present invention has been made in view of such circumstances, and its object is to provide a call system and call method that can reduce the cost of use and make business forms more flexible. and to provide programs.

A call system according to the present invention includes a control device that transmits callee information indicating a callee when receiving an instruction to make a call from a caller to a callee, and when receiving the callee information, a communication terminal that makes a call to the called party; and an audio processing device that transmits first audio data corresponding to first audio streaming data used for a call with the called party to the communication terminal. wherein the control device transmits to the communication source information received from the communication terminal and indicating that communication has been established between the communication terminal and the callee, and the communication terminal communicates with the callee reproduces the first audio data in the call, and transmits second audio data including the voice of the callee in the call with the callee to the voice processing device, wherein the voice processing device The second audio streaming data created based on the second audio data is transmitted to the calling party.

The call system according to the present invention further includes a terminal device used by the caller user,
The terminal device transmits the call origination instruction to the control device, and second audio data corresponding to the second audio streaming data received from the audio processing device in the call with the callee. is characterized by reproducing

A communication system according to the present invention includes:
Further comprising a first storage device for storing a plurality of callee information indicating a plurality of callees, wherein the control device stores the call origination instruction to the callee received from the callee, The calling party information indicating the calling party is extracted by referring to the storage device.

The call system according to the present invention includes a plurality of the communication terminals, and when the control device receives an instruction to make a call to a plurality of callees from the caller, the callee information of each of the callees is is transmitted to any one of the plurality of communication terminals so as not to overlap with other destination information.

The communication system according to the present invention is characterized in that, when the control device receives the information indicating that the communication has been established, it transmits an instruction to stop the call to the communication terminal. .

The call system according to the present invention is characterized in that the communication terminal autonomously stops the call when communication is established between the communication terminal and the called party.

The communication system according to the present invention further includes a second storage device that stores the first and second audio files, and the audio processing device stores the audio file created based on the second audio data. , is stored in the second storage device.

The call system according to the present invention further includes a monitoring device that monitors the processing for the call, the control device transmits the processing for the call to the monitoring device, and the voice processing device: The audio streaming data is transmitted to the monitoring device.

A communication method according to the present invention comprises the steps of: transmitting callee information indicating a callee when receiving an instruction to call a callee from a caller; making a call to a callee; transmitting first audio data corresponding to first audio streaming data used for a call with the callee; and establishing communication with the callee. a step of transmitting information indicating that the call has been made to the caller; reproducing the first voice data in the call with the callee; and transmitting second audio streaming data created based on the second audio data to the calling party.

A program according to the present invention has a function of transmitting callee information indicating a callee when receiving an instruction to make a call to a callee from a caller; Communication is established between a function of making a call to a destination, a function of transmitting first audio data corresponding to first audio streaming data used for a call with the destination, and the destination. and a function of transmitting information indicating that the call is made to the caller, and reproducing the first voice data in the call with the callee, and a second voice including the voice of the callee in the call with the callee. A function of transmitting data and a function of transmitting second audio streaming data created based on the second audio data to the calling party are executed by a computer.

In the present invention, a terminal device used by a user is connected to a control device for controlling communication and a voice processing device via an external communication network such as the Internet. In order to make a call between the user and the called party, audio streaming data is transmitted and received between the terminal device and the audio processing device through the communication network, and audio data is transmitted and received between the audio processing device and the communication terminal. , communication for a call is performed between the communication terminal and the called party. By transmitting and receiving audio streaming data, users can make calls in near real time over the communication network. In addition, the terminal device can be placed wherever the terminal device can be connected to the communication network.

Further, in the present invention, the control device transmits a plurality of call destination information, each indicating a call destination, to a plurality of communication terminals. Each communication terminal makes a call in parallel to the destination indicated by the received destination information. As a result, predictive transmission using mobile communication is performed.

Further, in the present invention, when communication is connected in response to a call origination at one communication terminal among a plurality of communication terminals, the control device stops the call origination at the other communication terminals. A call can be made with the called party to whom the communication is connected.

Also, in the present invention, the audio processing device converts the audio streaming data into an audio file and stores the audio file in the storage device. As a result, the content of the call is recorded.

Further, in the present invention, the control device transmits information indicating the content of processing to the monitoring device, and the audio processing device transmits audio streaming data to the monitoring device. The monitoring device can monitor the operations performed in the call system based on the received information and audio streaming data.

INDUSTRIAL APPLICABILITY The present invention can provide a call system, a call method, and a program that enable a reduction in usage costs and a more flexible form of business.

1 is a schematic diagram showing the configuration of a communication system according to Embodiment 1; FIG. 2 is a block diagram showing the internal functional configuration of the communication terminal according to Embodiment 1; FIG. 3 is a block diagram showing the internal functional configuration of the control device according to the first embodiment; FIG. 2 is a block diagram showing the internal functional configuration of the speech processing device according to Embodiment 1; FIG. 4 is a conceptual diagram showing an example of contents of call destination data according to the first embodiment; FIG. 2 is a block diagram showing the internal functional configuration of the monitoring device according to Embodiment 1; FIG. 3 is a block diagram showing the internal functional configuration of the terminal device according to Embodiment 1; FIG. 4 is a flow chart showing a call processing procedure performed by the call system according to the first embodiment; 4 is a flow chart showing a call processing procedure performed by the call system according to the first embodiment; 4 is a schematic diagram showing an example of an operation screen including a list of call destinations displayed on the display unit according to the first embodiment; FIG. FIG. 10 is a schematic diagram showing the configuration of a communication system according to Embodiment 2; 9 is a flow chart showing a call processing procedure performed by the call system according to the second embodiment; FIG. 11 is a schematic diagram showing the configuration of a communication system according to Embodiment 3; 11 is a flow chart showing the procedure of call processing performed by the call system according to the third embodiment; FIG. 12 is a schematic diagram showing the configuration of a communication system according to Embodiment 4; FIG. 13 is a block diagram showing the internal functional configuration of an information processing terminal 8 according to Embodiment 4; FIG. 13 is a diagram showing a configuration example of a call log stored in a storage device 5 according to Embodiment 4; FIG. 14 is a flow chart showing a call processing procedure performed by the call system according to the fourth embodiment; FIG.

BEST MODE FOR CARRYING OUT THE INVENTION The present invention will be specifically described below with reference to the drawings showing its embodiments.

(Embodiment 1)
FIG. 1 is a schematic diagram showing the configuration of a call system according to the first embodiment. The communication system includes a control device 3 for controlling communication for communication, a communication terminal 2, a voice processing device 4 for performing voice processing, a storage device 5 for storing data, and a monitor for monitoring processing for communication. a device 6; A control device 3, a communication terminal 2, a voice processing device 4, a storage device 5 and a monitoring device 6 are arranged in a service center 1 for providing call service. The control device 3, the voice processing device 4, the storage device 5, and the monitoring device 6 are connected to a communication network N3 provided in the service center 1, and can communicate with each other via the communication network N3.

In Embodiment 1 of the present invention, each of the communication networks N1 to N3 includes a local area network (LAN), a wireless LAN (WLAN), a wide area network (WAN), a wireless WAN (wireless WAN: WWAN), part of the Internet, ISDNs (integrated service digital networks), wireless LANs, LTE (long term evolution) CDMA (code division multiple access) satellite communications, and the like. Each of the communication networks N1 to N3 is not limited to these examples, and may be a network that communicates using any communication protocol.

The communication system of the present invention can provide services to users by so-called cloud computing. In cloud computing, a terminal device 7 used by a user and a service center 1 that provides a call system are connected via the Internet, for example. Then, the user receives the service of the communication system from the service center 1 via the Internet. In this way, the user does not need to own equipment or facilities for providing the communication system, and can use the service of the communication system by paying the minimum connection environment and service usage fee. can. In addition, the user can manage and store various data described later in the service center 1, eliminating the need for data management.

The communication network N3 is, for example, a LAN. The communication network N3 is connected to a communication network N1 such as the Internet provided outside the service center 1. FIG. The communication network N1 is a communication network outside the call system. The communication terminal 2 connects to the communication network N3, for example, wirelessly or by wire. Also, the communication terminal 2 is wirelessly connected to the communication network N2 outside the service center 1, and performs voice communication with other telephones via the communication network N2. Although one communication terminal 2 is shown in FIG. 1, a plurality of communication terminals 2 may be provided.

A terminal device 7 arranged outside the service center 1 is connected to the communication network N1. The terminal device 7 is a device used by a user who makes a call with a callee such as a customer using the call system. For example, the user is a call center operator. A headset 70 having headphones and a microphone is wirelessly or wiredly connected to the communication terminal 2 . The terminal device 7 is connected to the communication network N3 through the communication network N1, and is connected to the control device 3 and the voice processing device 4 through the communication network N1 and the communication network N3. A user wears the headset 70 , operates the terminal device 7 , and makes a call using the headset 70 . Although one set of terminal device 7 and headset 70 is shown in FIG. 1, there may be multiple sets of terminal device 7 and headset 70 .

FIG. 2 is a block diagram showing the internal functional configuration of the communication terminal 2. As shown in FIG. The communication terminal 2 is, for example, a smart phone, a mobile phone, or a PHS (Personal Handy-phone System). The communication terminal 2 is not limited to these examples, and may be a computer (laptop, tablet, etc.), PDA (Personal Digital Assistant), or the like. The communication terminal 2 includes a control unit 21 , a nonvolatile storage unit 22 , a display unit 23 such as a liquid crystal display or EL (Electro Luminescence) display, an input unit 24 such as a touch panel, and a communication unit 25 . The control unit 21 includes a calculation unit and a memory that perform calculations. The communication unit 25 connects to the communication network N3 and the communication network N2 by wireless communication or wired communication. For example, the communication unit 25 connects to the communication network N3 via Wi-Fi (registered trademark) and connects to the communication network N2 via 3G standard communication. The communication terminal 2 downloads, via the communication unit 25, an application program 221 for executing processing necessary for a call. The storage unit 22 stores an application program 221 . The control unit 21 executes necessary processing according to the application program 221 . The application program 221 corresponds to the program in the present invention.

FIG. 3 is a block diagram showing the internal functional configuration of the control device 3. As shown in FIG. The control device 3 is a computer such as a server device. The control device 3 includes a CPU (Central Processing Unit) 31 that performs calculations, a RAM (Random Access Memory) 32, a nonvolatile storage section 33, and a communication section . For example, the storage unit 33 is a hard disk or nonvolatile semiconductor memory. The communication unit 34 is connected to the communication network N3, and connects to the communication network N1, the voice processing device 4, the storage device 5, the monitoring device 6, and the communication terminal 2 via the communication network N3. The storage unit 33 stores a computer program 331 . The CPU 31 develops the computer program 331 in the RAM 32 as necessary and executes processing according to the computer program 331 . The storage unit 33 stores communication device data 332 in which information specifying the communication terminal 2 is recorded. For example, the IP (Internet Protocol) address of the communication terminal 2 is recorded in the communication device data 332 . The information specifying the communication terminal 2 may be information other than the IP address, such as a Wi-Fi user ID or MAC (Media Access Control) address. In the control device 3, the functions of the CPU 31 may be executed by, for example, a microprocessor, an ASIC (Application-specific integrated circuit), an FPGA (Field Programmable Gate Array), or the like. Also, the computer program 331 may be downloaded via the Internet or the like and stored in the storage unit 33 .

FIG. 4 is a block diagram showing the internal functional configuration of the speech processing device 4. As shown in FIG. The voice processing device 4 is a computer such as a server device. The speech processing device 4 includes a CPU 41 that performs calculations, a RAM 42, a nonvolatile storage section 43, and a communication section 44. For example, the storage unit 43 is a hard disk or nonvolatile semiconductor memory. The communication unit 44 is connected to the communication network N3. The storage unit 43 stores a computer program 431 . The CPU 41 develops the computer program 431 in the RAM 42 as necessary and executes processing according to the computer program 431 . Note that in the audio processing device 4, the functions of the CPU 41 may be executed by, for example, a microprocessor, ASIC, FPGA, or the like. Also, the computer program 431 may be downloaded via the Internet or the like and stored in the storage unit 43 .

The storage device 5 is configured by a server device, NAS (Network Attached Storage), or the like. The storage device 5 also serves as the second storage device in the present invention. As shown in FIG. 1, the storage unit 5 stores call destination data 51 in which call destination information indicating a call destination to be called is recorded. A plurality of pieces of call destination information are recorded in the call destination data 51 . FIG. 5 is a conceptual diagram showing an example of the contents of call destination data 51. As shown in FIG. The name and address of the customer who is the callee are recorded in association with the number that identifies the callee, and the callee data 51 records the home phone number, mobile phone number, and work phone number as the callee information. It is The call destination data 51 is a list of call destinations in which a plurality of call destination information is recorded for each number. The callee data 51 may record information on more callees. The storage device 5 also stores history data 52 that records call history and voice files 53 that represent the voices of calls. The history data 52 includes data representing past call results such as the success or failure of the call, the date and time of the call, and the duration of the call for each callee. The audio file 53 is associated with information indicating the destination of the call.

FIG. 6 is a block diagram showing the internal functional configuration of the monitoring device 6. As shown in FIG. The monitoring device 6 is a computer such as a PC (personal computer). The monitoring device 6 includes a CPU 61 that performs calculations, a RAM 62 , a nonvolatile storage section 63 , a display section 64 such as a liquid crystal display or an EL display, and a communication section 65 . For example, the storage unit 63 is a hard disk or nonvolatile semiconductor memory. The communication unit 65 is connected to the communication network N3. The storage unit 63 stores a computer program 631 . The CPU 61 develops the computer program 631 in the RAM 62 as necessary and executes processing according to the computer program 631 . Note that, in the monitoring device 6, the functions of the CPU 61 may be executed by, for example, a microprocessor, ASIC, FPGA, or the like. Also, the computer program 631 may be downloaded via the Internet or the like and stored in the storage unit 63 .

FIG. 7 is a block diagram showing the internal functional configuration of the terminal device 7. As shown in FIG. The terminal device 7 is a computer such as a PC. The terminal device 7 includes a CPU 71 that performs calculation, a RAM 72, a non-volatile storage section 73, a display section 74 that displays images, an operation section 75 that receives operations from the user, and a communication section . For example, the storage unit 73 is a hard disk or nonvolatile semiconductor memory. Also, the display unit 74 is a liquid crystal display or an EL display. Also, the operation unit 75 is a keyboard or a mouse. The communication unit 76 is connected to the communication network N1. Also, the communication unit 76 communicates with the headset 70 . For example, the communication unit 76 connects to the headset 70 via BLUETOOTH (registered trademark) and transmits and receives data to and from the headset 70 . The terminal device 7 externally downloads a computer program 731 for controlling the terminal device 7 through the communication section 76 , and the storage section 73 stores the computer program 731 . The terminal device 7 may read the computer program 731 recorded on a recording medium such as an optical disk and store it in the storage unit 73 . The CPU 71 develops the computer program 731 in the RAM 72 as necessary and executes processing according to the computer program 731 . In the terminal device 7, the functions of the CPU 71 may be executed by a microprocessor, ASIC, FPGA, or the like, for example.

Processing of the call system according to the present embodiment will be described below. 8 and 9 are flowcharts showing the procedure of call processing performed by the call system according to the first embodiment. The user operates the operation unit 75 of the terminal device 7 to log in to the call system. The CPU 71 executes processing according to the computer program 731 . The CPU 71 operates the communication unit 76 to read the call destination data 51 and the history data 52 from the storage device 5 through the communication networks N1 and N3 (S101). The CPU 71 stores the read data in the RAM 72 or the storage section 73, and displays a list of callees on the display section 74 based on the callee data 51 (S102).

FIG. 10 is a schematic diagram showing an example of an operation screen including a list of call destinations displayed on the display unit 74. As shown in FIG. For example, the CPU 71 executes a web browser program included in the computer program 731 to display an operation screen on the display unit 74 . The operation screen is a screen for the user to operate the operation unit 75 to input various instructions. A list 741 of call destinations included in the call destination data 52 is displayed on the operation screen. In response to the user's operation of operation unit 75 , CPU 71 accepts an instruction to select one call destination included in list 741 . FIG. 10 shows an example in which the destination identified by number 1 is selected. Detailed information 746 regarding the selected call destination is displayed on the operation screen. The detailed information 746 is displayed based on the information about the called party recorded in the called party data 51 . The operation screen also displays a call history 745 related to the selected call destination. The call history 745 is displayed based on the data representing the call results regarding the selected call destination among the information included in the history data 53 .

Furthermore, a call button 742 and a disconnect button 743 are displayed on the operation screen. When the user operates the operation unit 75 to designate the call button 742 on the operation screen, the CPU 71 accepts an instruction to make a call to the selected destination. When the user operates the operation unit 75 to specify the disconnect button 743 on the operation screen, the CPU 71 accepts an instruction to end the call. Also displayed is a telephone number designation area 744 for designating the telephone number to be used for the call. Any one of home, mobile, and work can be specified, and by specifying any one of the home phone number, mobile phone number, and work phone number recorded in the destination data 51, specified whether to use the phone number of When the user operates the operation unit 75 to designate any one of home, mobile, and work in the telephone number designation area 744, the CPU 71 accepts the designation of the telephone number. FIG. 10 shows an example in which a home telephone number is specified.

When the user operates the operation unit 75 using the operation screen as shown in FIG. , selects the destination to be called (S103). Next, the CPU 71 causes the communication unit 76 to transmit a call instruction to the selected call destination to the control device 3 (S104). The transmitted calling instruction includes callee information indicating the callee. The call origination instruction is transmitted to the control device 3 through the communication networks N1 and N3.

The control device 3 receives the calling instruction transmitted from the terminal device 7 at the communication unit 34 (S105). CPU 31 executes processing according to computer program 331 . The CPU 31 refers to the destination data 51 stored in the storage device 5 via the communication network N3, and determines whether or not the received call instruction is valid (S106). For example, when the called party information included in the calling instruction is recorded in the called party data 51, the CPU 31 determines that the calling instruction is valid, and the called party information included in the calling instruction is If it is not recorded in the called party data 51, it is determined that the calling instruction is invalid. If the call instruction is not valid (S106: NO), the CPU 71 causes the communication section 34 to transmit error information indicating that the call cannot be made to the terminal device 7 (S107), and terminates the process. If the call instruction is valid (S106: YES), the CPU 31 reads out the information specifying the communication terminal 2 from the communication device data 332 stored in the storage unit 33, and the communication terminal specified by the read information. 2, the called party information included in the call instruction is transmitted (S107). In S108 , the CPU 31 causes the communication unit 34 to transmit the destination information to the communication terminal 2 through the communication network N3.

The communication terminal 2 receives the call destination information transmitted from the control device 3 by the communication unit 25 (S109). The control unit 21 executes processing according to the application program 221 . The control unit 21 causes the communication unit 25 to call the destination indicated by the destination information (S110). The communication unit 25 makes a call to the telephone of the called party using the called party information, which is the telephone number, via the communication network N2. The control unit 21 waits for connection of communication with the called party (S111). If the communication is not connected (S111: NO), the control unit 21 returns the process to S110 and continues calling. If communication is connected with the telephone of the called party in response to the call (S111: YES), the control unit 21 sends connection result information indicating the result of communication connection to the communication unit 25. 3 (S112).

The control device 3 receives the connection result information transmitted from the communication terminal 2 by the communication unit 34 (S113). The CPU 31 transmits, to the terminal device 7 of the transmission source of the call instruction, notification information for notifying that communication for a call has been established with the called party (S114). In S114, the CPU 31 causes the communication unit 34 to transmit notification information to the terminal device 7 through the communication networks N3 and N1. The terminal device 7 receives the notification information at the communication unit 76 (S115). The CPU 71 causes the display unit 74 to display that communication for a call has been connected according to the notification information. After confirming the displayed contents, the user speaks for a call. A voice uttered by the user is detected by the microphone of the headset 4 , and the headset 4 transmits audio data representing the detected voice to the terminal device 7 . The terminal device 7 receives the audio data transmitted from the headset 4 by the communication section 76 . The CPU 71 generates audio streaming data representing the user's voice based on the received audio data (S116). For example, the CPU 71 converts received audio data into audio streaming data. The CPU 71 next causes the communication unit 76 to transmit the audio streaming data to the audio processing device 4 (S117). Audio streaming data is transmitted over communication networks N1 and N3.

The audio processing device 4 receives the audio streaming data transmitted from the terminal device 7 at the communication unit 44 (S118). The CPU 41 causes the communication unit 44 to transmit audio data corresponding to the received audio streaming data to the communication terminal 2 (S119). In S119, for example, the CPU 41 transmits the received audio streaming data as it is as audio data. Alternatively, the CPU 41 generates other audio data from the received audio streaming data and transmits the generated audio data. The audio data represents the same audio as the received audio streaming data. Further, when generating the audio data, the CPU 41 may remove part of the information included in the audio streaming data, add information not included in the audio streaming data, or process the audio. In S119, the CPU 41 causes the communication unit 44 to transmit the voice data to the communication terminal 2 through the communication network N3. In parallel with the transmission of the audio data, the CPU 41 creates an audio file 53 recording the audio represented by the audio streaming data (S120), and stores the audio file 53 in the storage device 5 (S121). In S121, the CPU 31 causes the communication unit 44 to transmit the voice file 53 to the storage device 5 through the communication network N3, and the storage device 5 stores the received voice file 53. FIG.

The communication terminal 2 receives the voice data transmitted from the voice processing device 4 at the communication unit 25 (S122). The control unit 21 performs call processing using the voice represented by the voice data and the voice from the called party (S123). In S124, the control unit 21 causes the communication unit 25 to perform mobile communication with the communication destination through the communication network N2, and transmits and receives necessary data to convey the voice represented by the voice data to the other party. , make a call to receive the voice from the other party. Next, the control unit 21 causes the communication unit 25 to transmit the voice data representing the voice from the called party to the voice processing device 4 (S124). For example, the control unit 21 creates audio streaming data representing the voice from the called party and transmits the created audio streaming data to the audio processing device 4 . Alternatively, the control unit 21 may create audio data different from the audio streaming data and send it to the audio processing device 4 . Voice data is transmitted through the communication network N3.

The control unit 21 determines whether or not the call should be ended (S125), and if the call is not ended (S125: NO), the process returns to S122. If it is determined to end the call (S125: YES), the control unit 21 performs processing to end the call (S126), and ends the processing. For example, when the user operates the operation unit 75, the terminal device 7 accepts a call termination instruction, the terminal device 7 transmits the termination instruction to the control device 3, and the control device 3 transmits the termination instruction to the communication terminal 2. The control unit 21 determines to end the call when the end instruction is received. Further, when the communication is disconnected at the called party, the control unit 21 determines to end the call.

The voice processing device 4 receives the voice data transmitted from the communication terminal 2 at the communication unit 44 (S127). The CPU 41 causes the communication unit 44 to transmit audio streaming data corresponding to the received audio data to the terminal device 7 (S128). For example, the audio processing device 4 receives audio streaming data as audio data from the communication terminal 2 and transmits the received audio streaming data to the terminal device 7 . Alternatively, the CPU 41 creates audio streaming data from the received audio data and transmits the created audio streaming data. Audio streaming data represents the same audio as the received audio data. Further, when generating the audio streaming data, the CPU 41 may remove part of the information included in the audio data, add information not included in the audio streaming data, or process the audio. In S128, the CPU 41 causes the communication unit 44 to transmit the audio streaming data to the terminal device 7 through the communication networks N3 and N1. In parallel with the transmission of the audio streaming data, the CPU 41 creates an audio file 53 recording the audio represented by the audio streaming data (S129), and stores the audio file 53 in the storage device 5 (S130). The contents of the call are recorded by the processing in S121 and S130. Based on the audio file 53, it is possible to reproduce the audio exchanged between the user and the called party.

The terminal device 7 receives the audio streaming data at the communication unit 76 (S131). The CPU 71 reproduces the voice from the called party based on the received voice streaming data (S132). For example, the CPU 71 converts audio streaming data into audio data, causes the communication unit 76 to transmit the audio data to the headset 70, and the headset 70 utters audio based on the audio data through a speaker. By repeating the processing of S116 to S132 by the call system, the user makes a call with the called party.

In the call system, the processing contents are monitored by the monitoring device 6 in parallel with the processing of the call. The CPU 31 of the control device 3 causes the communication unit 34 to transmit data indicating the content of the processing to the monitoring device 6 each time each processing is executed. Further, the CPU 41 of the audio processing device 4 causes the communication unit 44 to transmit data indicating the content of the processing and audio streaming data to the monitoring device 6 each time each process is executed. The monitoring device 6 receives data transmitted from the control device 3 and the audio processing device 4 by the communication unit 65 . The CPU 61 executes processing according to the computer program 631 . The CPU 61 causes the display section 64 to display the contents of the received data. An operator who uses the monitoring device 6 checks the contents displayed on the display unit 64 to monitor the processing contents and the call contents of the communication system. In addition, the CPU 61 determines whether or not an abnormality has occurred in the processing of the communication system based on the content of the received data, and performs processing to notify the occurrence of the abnormality when it is determined that an abnormality has occurred. good too. Determination as to whether or not an abnormality has occurred is made according to criteria predetermined in the computer program 631 . The process of notifying the occurrence of an abnormality is performed, for example, by sending an e-mail recording the contents of the abnormality to a predetermined address.

As described in detail above, in this embodiment, the user uses the terminal device 7, and the terminal device 7 is connected to the control device 3 and the voice processing device 4 via the communication network N1 outside the call system. . In order to make a call between the user and the called party, audio streaming data is transmitted and received between the terminal device 7 and the audio processing device 4 through the communication network N1, and Voice data is transmitted and received, and communication for a call is performed between the communication terminal 2 and the called party. By transmitting and receiving audio streaming data from the terminal device 7, the user can talk almost in real time. Since the terminal device 7 is connected to the control device 3 and the voice processing device 4 in the service center 1 via the communication network N1, it need not be arranged in the service center 1. FIG. The terminal device 7 can be placed in any place as long as the terminal device 7 can be connected to the communication network N1. No more restrictions. Therefore, the form of business using the communication system is further liberalized. For example, when there are a plurality of users who are call center operators, the users can use the call system at different locations to conduct business.

Also, the service provider constructs the service center 1, and the user accesses the service center 1 through the communication network N1, thereby enabling the user to use the communication system. That is, the user can use the communication system only by preparing the terminal device 7, and the cost for the user to use the communication system can be reduced. For example, a call center can be realized at low cost.

Further, in this embodiment, since mobile communication is performed between the communication terminal 2 and the communication destination, the call charge required for operation of the call system is the call charge for mobile communication. In mobile communications, there is a rate system in which call charges are fixed. By using such a rate system, it is possible to reduce the call charges required for operation of the call system. Therefore, in this embodiment, it is possible to further reduce the costs required to operate the call system.

(Embodiment 2)
A call system according to the second embodiment performs so-called predictive calling in which calls are made to a plurality of callees in parallel. FIG. 11 is a schematic diagram showing the configuration of a call system according to the second embodiment. The call system has a plurality of communication terminals 2 . Other configurations of the call system are the same as those of the first embodiment. Although one set of terminal device 7 and headset 70 is shown in FIG. 11, there may be multiple sets of terminal device 7 and headset 70 .

In Embodiment 2, instead of the plurality of communication terminals 2, the plurality of communication terminals 2 may be realized by a communication device (not shown) capable of executing a plurality of communications simultaneously. Specifically, the communication device is equipped with a plurality of IC cards in which ID numbers for identifying subscribers by carriers are recorded, and can perform a plurality of communications at the same time. The IC card is, for example, a SIM card (Subscriber Identity Module Card). The IC card may be any type of card as long as an ID number for identifying the subscriber is recorded.

FIG. 12 is a flow chart showing a call processing procedure performed by the call system according to the second embodiment. The terminal device 7 accepts a call instruction by the user operating the operation unit 75, and the CPU 71 causes the communication unit 76 to transmit a call instruction to the control device 3 to instruct the call destination. (S201). In S201, the terminal device 7 may transmit the call instruction without designating the destination to be called. In addition, the terminal device 7 may receive designation of a plurality of call destinations through the operation unit 75 by a user's operation, and transmit a call instruction including a plurality of call destination information indicating the designated plurality of call destinations. . The call origination instruction is transmitted to the control device 3 through the communication networks N1 and N3.

The control device 3 receives the calling instruction transmitted from the terminal device 7 at the communication unit 34 (S202). The CPU 31 reads the call destination data 51 stored in the storage device 5 through the communication network N3, and selects a plurality of call destination information recorded in the call destination data 51 (S203). For example, in the callee data 51, a plurality of callee information is recorded in association with information identifying the terminal device 7 or the user. Select a predetermined number of destination information from among them. Further, for example, the CPU 31 refers to the history data 52 and selects a predetermined number of call destination information indicating call destinations with which calls have not been made within a specific period of time such as the past year. Further, for example, the CPU 31 selects the same call destination information as the call destination information included in the call instruction. As in the first embodiment, the CPU 31 may determine whether or not the call instruction is valid.

The CPU 31 then transmits the selected plurality of call destination information to the plurality of communication terminals 2 (S204). In S<b>204 , the CPU 31 performs transmission such that multiple pieces of callee information are not redundantly transmitted to one communication terminal 2 and each callee information is transmitted to any one of the communication terminals 2 . conduct. In S204, the CPU 31 causes the communication unit 34 to transmit a plurality of call destination information through the communication network N3.

Each of the plurality of communication terminals 2 receives the call destination information transmitted from the control device 3 by the communication unit 25 (S205). The control unit 21 causes the communication unit 25 to call the destination indicated by the destination information (S206). The communication unit 25 makes a call to the telephone of the called party using the called party information, which is the telephone number, via the communication network N2. Predictive transmission is performed by a plurality of communication terminals 2 executing S205 and S206. The control unit 21 waits for connection of communication with the called party (S207). If communication is connected with the telephone of the called party in response to the call (S207: YES), the control unit 21 sends connection result information indicating the result of communication connection to the communication unit 25. 3 (S208).

The control device 3 receives the connection result information transmitted from the communication terminal 2 at the communication unit 34 (S211). The CPU 31 transmits a call stop instruction to the communication unit 34 to the communication terminals 2 excluding the communication terminal 2 that is the transmission source of the received connection result information among the plurality of communication terminals 2 that transmitted the destination information in S204. (S212). In the communication terminal 2, when there is no communication connection corresponding to the call (S207: NO), the control unit 21 waits for reception of the call stop instruction (S209). If no call stop instruction is received (S209: NO), the control unit 21 returns the process to S206 to continue calling. When the communication unit 25 receives the call stop instruction (S209: YES), the call is stopped.

In the control device 3, the CPU 31 reads the information of the called party to which the communication is connected from the called party data 51 and the history data stored in the storage device 5, and the communication for the call is connected with the called party. The notification information and the information of the called party are transmitted to the terminal device 7 which is the transmission source of the call instruction (S213). In S213, the CPU 31 causes the communication unit 34 to transmit notification information to the terminal device 7 through the communication networks N3 and N1. The terminal device 7 receives the notification information and the information of the called party at the communication unit 76 (S214). The CPU 71 causes the display unit 74 to display that the communication for the call has been connected according to the notification information, and further displays the information of the call destination to which the communication is connected on the display unit 74 (S215). For example, the display unit 74 displays detailed information about the callee, such as the name and address of the customer who is the callee, and the call history so far. The user makes a call while confirming the contents displayed on the display unit 74 . After that, the call system executes the processes of S116 to S132 similar to those of the first embodiment, and makes a call between the user and the called party.

As described in detail above, the call system according to the present embodiment uses the communication terminal 2 to make a predictive call. In predictive calling, a call is made to a plurality of callees in parallel, and a call is made to the callee to which communication is connected first. The time to start a call is shortened and the call is made efficiently. For example, the work efficiency of the call center is improved. Moreover, although a plurality of lines are required to make a predictive call, in this embodiment, by using a plurality of communication terminals 2, the predictive call can be made at low cost. Also in this embodiment, as in the first embodiment, there is no restriction on the place where the user uses the communication system. In addition, the user can use the call system only by preparing the terminal device 7, and the cost for the user to use the call system can be reduced. In addition, by using mobile communication, it is possible to reduce the call charge required for operation of the call system.

(Embodiment 3)
In the communication system according to the third embodiment, the control unit 21 can control the origination (calling) of the communication terminal 2 and the communication unit 25 can execute the origination based on the control of the control unit 21 . FIG. 13 is a schematic diagram showing the configuration of a call system according to the third embodiment. The communication system includes a plurality of communication terminals 2, and performs so-called predictive calling in which calls are made to a plurality of callees in parallel. Other configurations of the call system are the same as those of the first or second embodiment, so detailed descriptions thereof are omitted.

As in the second embodiment, instead of the plurality of communication terminals 2, the plurality of communication terminals 2 may be realized by a communication device (not shown) capable of executing a plurality of communications at the same time. Specifically, the communication device is equipped with a plurality of IC cards in which ID numbers for identifying subscribers by carriers are recorded, and can perform a plurality of communications at the same time. An IC card is, for example, a SIM card. The IC card may be any type of card as long as an ID number for identifying the subscriber is recorded.

As shown in FIG. 13 , each of the plurality of communication terminals 2 includes a control unit 21 capable of controlling call origination, and determines whether call origination is permitted or not in response to receiving call destination information from the control device 3 . In Embodiments 1 and 2, a call is made when the call destination information is received from the control device 3. However, in Embodiment 3, the control unit 21 determines whether or not the call can be made, and determines that the call can be made. In this case, the communication unit 25 is instructed to make a call. The control unit 25 also has a function of autonomously stopping transmission without receiving an instruction to stop transmission from the terminal device 7 or the control device 3 . For example, the control unit 25 autonomously stops transmission when communication cannot be connected within a predetermined time. Further, when the control unit 25 stops the transmission, the control unit 25 may autonomously execute the transmission again after a predetermined interval.

The control unit 21 also has a function of determining whether or not to end the call. Since the communication terminal 2 can autonomously determine whether or not to end the call, if an accident occurs in the call with the called party, the communication terminal 2 can be operated without receiving instructions from the terminal device 7 or the control device 3. At 2, the call can be terminated.

The control unit 21 also has a function of creating audio streaming data representing audio from the called party. The control unit 21 creates audio streaming data based on the voice from the called party and transmits the created audio streaming data to the control device 3 and the terminal device 7 . Further, when generating the audio streaming data, the control unit 21 may remove part of the information included in the audio, add information not included in the audio streaming data, or process the audio.

FIG. 14 is a flow chart showing a call processing procedure performed by the call system according to the third embodiment.

The CPU 71 operates the communication unit 76 to read the call destination data 51 and the history data 52 from the storage device 5 through the communication networks N1 and N3 (S301). The CPU 71 stores the read data in the RAM 72 or the storage section 73, and displays a list of callees on the display section 74 based on the callee data 51 (S302).

The CPU 71 accepts the selection of the call destination, the specification of the telephone number, and the instruction to make a call, and selects the call destination to be called according to the accepted contents (S303). Next, the CPU 71 causes the communication unit 76 to transmit a call instruction to the selected call destination to the control device 3 (S304). The transmitted calling instruction includes callee information indicating the callee.

The control device 3 receives the calling instruction transmitted from the terminal device 7 at the communication unit 34 (S305). The CPU 31 refers to the destination data 51 stored in the storage device 5 via the communication network N3, and determines whether or not the received call instruction is valid (S306). If the call instruction is not valid (S306: NO), the CPU 71 causes the communication section 34 to transmit error information indicating that the call cannot be made to the terminal device 7 (S307), and terminates the process.

If the call instruction is valid (S306: YES), the CPU 31 reads out the call destination data 51 stored in the storage device 5 through the communication network N3, and checks the plurality of call destinations recorded in the call destination data 51. Information is selected (S308). The CPU 31 then transmits the selected plurality of call destination information to the plurality of communication terminals 2 (S309).

Each of the plurality of communication terminals 2 receives the call destination information transmitted from the control device 3 by the communication unit 25 (S310). The control unit 21 determines whether it is possible to call the destination indicated by the destination information (S311). If it is determined that it cannot be issued (S311: NO), the control unit 21 causes error information indicating that the call cannot be made to be transmitted to the control device 3 and the terminal device 7 via the communication unit 25 (S307), and ends the process. do. On the other hand, if it is determined that issuance is possible (S311: YES), the control unit 21 causes the communication unit 25 to call the destination indicated by the destination information (S313).

The control unit 21 determines whether or not the communication with the called party is connected (S314). If communication is connected with the telephone of the called party in response to the call (S314: YES), the control unit 21 sends connection result information indicating the result of communication connection to the communication unit 25. 3 (S315). On the other hand, if the control unit 21 cannot establish a communication connection with the called telephone (S314: NO), the control unit 21 returns to the process of S311.

The control device 3 receives the connection result information (S316). The CPU 31 of the control device 3 reads the information of the called party to which the communication is connected from the called party data 51 and the history data stored in the storage device 5, and the communication for the call is connected with the called party. The notification information and the information of the called party are transmitted to the terminal device 7 which is the transmission source of the call instruction (S317).

The terminal device 7 receives the notification information and the information of the called party at the communication unit 76 (S318). The CPU 71 causes the display unit 74 to display that the communication for the call has been connected according to the notification information, and further causes the display unit 74 to display the information of the call destination to which the communication is connected (S319). After that, the call system executes the processes of S116 to S132 similar to those of the first embodiment, and makes a call between the user and the called party.

Since each of the communication terminals (information processing terminals) 2 includes a control unit 21 capable of controlling outgoing calls, the communication terminals 2 can autonomously make outgoing calls and make calls without receiving instructions from the terminal device 7 or the control device 3. can start or end. Therefore, it is possible to reduce the load on the terminal device 7 and the control device 3 with respect to control of call origination and communication of the communication terminal 2 .

In the above-described first and second embodiments, a mode of making a call by telephone has been shown, but the calling system may be a mode of making a call by a method other than the telephone. For example, the call origination system may be in the form of making a call by communication through the Internet instead of the communication network N2. In this form, the called party information is information different from the telephone number. Further, in Embodiments 1 and 2, the terminal device 7 operates according to the computer program 731, but the call system is configured such that the program necessary for the operation of the terminal device 7 is stored in the storage device 5. may For example, a program necessary for the operation of the terminal device 7 is stored in the storage device 5 in the form of a program executed by a web browser. The processes required for the present invention may be performed by executing a program using

(Embodiment 4)
In the call system according to the fourth embodiment, when the storage device 5 is connected to the information processing terminal 8 via the communication network N2, and the information processing terminal 8 calls or communicates with another information processing terminal 8 or the like, the This is an embodiment for storing communication logs.

FIG. 15 is a schematic diagram showing the configuration of a call system according to the fourth embodiment. The call system includes a storage device 5 that stores call logs 54 . Further, as shown in FIG. 15, unlike the first embodiment shown in FIG.

The information processing terminal 8 is, for example, a smart phone, a mobile phone, or a PHS (Personal Handy-phone System). The information processing terminal 8 is not limited to these examples, and may be a computer (laptop, tablet, etc.), PDA (Personal Digital Assistant), or the like. Also, the information processing terminal 8 may be a so-called fixed telephone or the like. The information processing terminal 8 is not limited to these examples, and may be any device as long as it can make a call or communicate with another information processing terminal 8 .

The information processing terminal 8 may be, for example, lent by a predetermined group such as a company or school, or may be owned by the user. When the information processing terminal 8 is lent by a company or the like, it is assumed that the information processing terminal 8 is used for business calls and communications. In this case, the call system stores and records business-related communication with other companies and customers and other business-related information by storing call logs of business-related calls. As a result, it becomes possible to share the work contents of employees as an organization, and to respond appropriately and promptly to the work.

Note that the information processing terminal 8 can communicate and make calls with other information processing terminals 8 via a wired network or a wireless network. The communication network N2 is a public switched telephone network (PSTN), ISDNs (Integrated Service Digital Networks), wireless LANs, LTE (Long Term Evolution), CDMA (Code Division Multiple Access, satellite communication access). good too. In addition, the information processing terminal 8 can also make calls/communications through a wired telephone line, calls/communications through a wireless telephone line, and calls/communications through an Internet line such as VoIP (Voice over Internet Protocol).

Here, the call log includes information regarding incoming and outgoing calls to and from the information processing terminal 8 . The call log includes, for example, "the time when the information processing terminal 8 made a call and the time when the call was received" as information on incoming and outgoing calls. In addition, the call log includes, for example, the “telephone number of the other information processing terminal 8” to which the information processing terminal 8 originated or received a call, as information related to incoming and outgoing calls. It should be noted that any information may be used as long as it is an identifier that can uniquely identify another information processing terminal 8, without being limited to the telephone number. Further, the call log may include, for example, an identifier capable of identifying the information processing terminal 8 itself and a telephone number of the information processing terminal 8 itself, as information regarding incoming and outgoing calls.

In addition, the call log may include “the time when the call or communication ended” by the information processing terminal 8 . In addition, the call log may include “time during which the call or communication was continued” by the information processing terminal 8 .

In addition, the call log may include the current position of the information processing terminal 8 at the time the information processing terminal 8 received the incoming/outgoing call. The information processing terminal 8 can measure the current position by GPS (Global Positioning System), for example. Also, the call log may include the current position of the information processing terminal 8 when the information processing terminal 8 ends the call. In addition, the call log may include a moving route, a moving distance, and the like when the information processing terminal 8 moves while continuing a call or communication.

FIG. 16 is a block diagram showing the internal functional configuration of the information processing terminal 8 according to the fourth embodiment. As shown in FIG. 16, the information processing terminal 8 includes a control unit 81, a nonvolatile storage unit 82, a display unit 83 such as a liquid crystal display or an EL (Electro Luminescence) display, an input unit 84 such as a touch panel, and a communication unit 85. Prepare.

The control unit 81 includes a calculation unit and a memory that perform calculations. The communication unit 85 connects to the communication network N2 by wireless communication or wired communication. The information processing terminal 8 downloads, via the communication unit 85, an application program 821 for executing processing necessary for a call. The storage unit 82 stores an application program 821 . The control unit 81 executes necessary processing according to the application program 821 . Application program 821 corresponds to the program in the present invention.

When the control unit 81 makes a call to another information processing terminal 8 and establishes communication with the other information processing terminal 8, the call log of the communication is stored in the storage device 5 of the call system 1. Notice. Further, when receiving an incoming call from another information processing terminal 8 and establishing communication with the other information processing terminal 8 , the control unit 81 stores the call log of the communication in the storage device 5 of the communication system 1 . to notify.

For example, when a call or communication with another information processing terminal 8 is completed, the control unit 81 notifies the storage device 5 of the communication system 1 of the call log. Note that the timing at which the control unit 81 notifies the call log may be at a predetermined cycle while the call or communication with the other information processing terminal 8 continues. Further, for example, the control unit 81 may notify the storage device 5 of the communication system 1 of the call log after a predetermined time has elapsed after the call or communication with the other information processing terminal 8 is completed. The predetermined time can be arbitrarily set, and may be any length, such as 1 second or 1 minute.

In addition, the control unit 81 may notify a call log each time a call or communication with another information processing terminal 8 is made, or collect a plurality of call logs and notify the storage device 5 of the communication system 1. good too. When collectively notifying a plurality of call logs, the control unit 81 stores the plurality of call logs in the storage unit 82 . For example, the control unit 81 notifies the storage device 5 of a plurality of call logs stored in the storage unit 82 at predetermined intervals. The predetermined cycle may be set to any time such as 30 minutes or 1 hour. Further, when the number of call logs stored in the storage unit 82 reaches a predetermined number, the control unit 81 may collectively notify the communication device 5 of the predetermined number of call logs. The predetermined number may be any number such as 5 or 10, for example.

The control unit 81 also has a function of storing call data, which is the content of a call or communication with another information processing terminal 8 , that is, voice data, in the storage unit 82 . When a call or communication with another information processing terminal 8 is started, the control unit 81 stores call data in the storage unit 82 . Further, when the control unit 81 transmits and receives images to and from another information processing terminal 8 as in a so-called videophone, the control unit 81 also stores moving image data of the images in the storage unit 82 . The data stored in the storage unit 82 by the control unit 81 is not limited to call data and video data, and may be any data.

The control unit 81 assigns an identifier that can uniquely identify the corresponding call log to the call data and video data stored in the storage unit 85 . When a call or communication is made, the information processing terminal 8 notifies the storage device 5 of the call log of the call or communication, and stores call data and video data to which an identifier that can uniquely identify the call log is assigned. , the storage device 5 is notified when the information processing terminal 8 is included in a predetermined environment.

Since an identifier that can uniquely identify the call log is assigned to the call data and video data, even if the storage device 5 receives the call log and the call data at different timings, both ( Call logs and call data, etc.) can be linked.

The control unit 81 of the information processing terminal 8 notifies the storage device 5 of the call data and video data stored in the storage unit 82 via the communication unit 85 when the information processing terminal 8 is connected to a predetermined network. For example, when connected to a wireless LAN, the control unit 81 notifies the storage device 5 of the call data and video data stored in the storage unit 82 via the communication unit 85 . More specifically, for example, when connected to Wi-Fi, which is one of the wireless LAN standards, the control unit 81 transmits call data and video data stored in the storage unit 82 via the Wi-Fi. is notified to the storage device 5.

Note that the connection to a predetermined network is not limited to Wi-Fi connection. It may be connected. Further, when connecting to a predetermined network, for example, the communication speed of the information processing terminal 8 may exceed a predetermined value. For example, even when the information processing terminal 8 is connected to the mobile phone network, if the communication speed is maintained equal to or higher than a predetermined value, the storage device 5 may be notified of call data and video data.

When the information processing terminal 8 is connected to a predetermined network, for example, the information processing terminal 8 may be connected to an in-house network provided by a group such as a company that lends the information processing terminal 8 to the user. In this case, when the user of the information processing terminal 8 returns to the company or the like and connects to the in-house network provided by the company or the like, the storage device 5 is notified of call data and video data. By configuring in this way, the information processing terminal 8 can notify the storage device 5 of call data and moving image data via a communication network in which security is ensured (that is, an in-house network). Call data and video data may be highly confidential information, including information related to the company's business, and it is possible to prevent the information from leaking outside by notifying the company when it is connected to the internal network. Become. Also, by notifying the storage device 5 of call data and video data via an in-house network, it may be possible to perform the notification at a lower cost than using another network (such as a charged wireless LAN).

When connected to a predetermined network, the control unit 81 automatically notifies the storage device 5 of call data and video data. Note that the control unit 81 may connect to a predetermined network and notify the storage device 5 of call data and video data when the user of the information processing terminal 8 performs a predetermined operation. Further, the control unit 81 may notify the storage device 5 of call data and video data when connected to a predetermined network and within a predetermined time period. The predetermined time period is, for example, a time period in which the frequency of use of the information processing terminal 8 by the user decreases, such as late at night. However, the predetermined time period is not limited to the midnight time period, and may be any time period.

The control unit 81 includes a function of executing processing for deleting call data and video data stored in the storage unit 82 . For example, the control unit 81 deletes the call data and video data notified to the storage device 5 when the notification is completed. Further, for example, when the data capacity that can be stored in the storage unit 82 is exceeded, the control unit 81 may delete the oldest data from among the call data and video data notified to the storage device 5 . In this case, the call data and video data stored in the storage unit 82 are not deleted for a certain period of time. Therefore, the user of the information processing terminal 8 can refer to the call data and video data for a certain period of time.

Further, the control unit 81 may delete the call data and video data stored in the storage unit 82 when receiving a predetermined instruction requesting deletion. A predetermined instruction can be notified from the communication system 1, for example. The control unit 81 may delete all of the call data and video data stored in the storage unit 82 when receiving a predetermined instruction. Further, the control unit 81 may delete call data and video data specified by a predetermined instruction from the data stored in the storage unit 82 . In this manner, since the call data and video data stored in the storage unit 82 can be deleted based on a predetermined instruction from the call system 1, even if the information processing terminal 8 is lost, the call data and video data can be deleted. is remotely deleted, it is possible to prevent the call data and video data from being acquired by others.

Further, when receiving an instruction to lock the operation of the information processing terminal 8 , the control unit 81 stops all or part of the functions of the information processing terminal 8 . An instruction to lock the operation of the information processing terminal 8 can be notified from the communication system 1, for example. Since all or part of the functions of the information processing terminal 8 can be stopped based on instructions from the communication system 1, even if the information processing terminal 8 is lost, the information processing terminal 8 can be used by others. can be prevented.

Further, the control unit 81 may notify the storage device 5 of the location of the information processing terminal 8 at predetermined intervals regardless of whether or not the call log is notified. The predetermined cycle may be any time, such as every minute, every 15 minutes, or every hour.

Storage device 5 included in call system 1 stores call logs received from information processing terminal 8 .

FIG. 17 is a diagram showing a configuration example of a call log stored in the storage device 5. As shown in FIG. As shown in FIG. 17, the call log includes information about another information processing terminal 8 with which the information processing terminal 8 makes a call or communicates with. The call log includes, for example, the “name” of the other party of the call or communication, the “telephone number” of the other information processing terminal 8 that is the other party of the call or communication, and the “date and time” when the call or communication was started. , and “status” indicating whether or not there is a call. The "name" of the other party of the call or communication may be, for example, the "customer name". Further, the call log may be associated with various types of information such as "number of repeated calls", "time of call", and "position of information processing terminal 8 during call".

Also, the call log may be associated with call data or video data, which are the contents of the call or communication in the call log. The storage device 5 first stores a call log, and then stores call data and video data corresponding to the call log in association with the call log. The storage device 5 associates the call data or the video data with the corresponding call log using an identifier that is assigned to the call data or the video data and can uniquely identify the corresponding call log.

FIG. 18 is a flow chart showing an operation example of the information processing terminal 8 . Note that the operation example of FIG. 18 is an example of the operation of the information processing terminal 8, and may be another operation example.

As shown in FIG. 18, the information processing terminal 8 establishes communication with another information processing terminal 8 (S401). When communication is established with another information processing terminal 8, the control unit 81 of the information processing terminal 8 starts collecting information on the call log (S402). Further, when communication is established with another information processing terminal 8, the control unit 81 stores call data or video data, which are the content of the communication, in the storage unit 85 (S403). Note that the information processing terminal 8 may measure its own position when communication is established with another information processing terminal 8 .

When the communication with the other information processing terminal 8 ends, the control section 81 transmits the call log to the call system 1 via the communication section 85 (S404). Further, the information processing terminal 8 measures the position of its own device when the communication with the other information processing terminal 8 ends, and transmits it to the call system 1 via the communication unit 85 (S405).

After that, the control unit 81 determines whether or not it is connected to a predetermined communication network (S406). If it is determined that the communication network is connected (YES in S406), the control unit 81 notifies the storage device 85 of the call data or video data stored in the storage unit 85 (S407). On the other hand, if it is determined that there is no connection with the predetermined communication network (NO in S406), the process returns to S406.

As described above, in the call system according to the fourth embodiment, when the information processing terminal 8 makes a call or communicates with another information processing terminal 8 or the like, the information processing terminal 8, via the communication network N2, Notifies the call system 1 of the communication log. On the other hand, when the information processing terminal 8 is connected to a predetermined communication network, the information processing terminal 8 notifies the call system 1 of call data and video data, which are the content of the call or communication with the other information processing terminal 8 or the like. Therefore, the call system 1 first acquires the call log of the information processing terminal 8, and then when the information processing terminal 8 connects to a predetermined network (for example, Wi-Fi etc.), the content of the call or communication Some call data and video data. As a result, the call system 1 can grasp call logs with a small capacity in real time regarding calls or communications of the information processing terminal 8, and can acquire call data and video data with a large capacity using an appropriate network. can.

In each of the first to fourth embodiments, the memory device 5 also serves as the second memory device. It may be in a configured form. Moreover, each of the control device 3, the audio processing device 4, the storage device 5, and the monitoring device 6 may be composed of a plurality of computers. Also, the control device 3 and the voice processing device 4 may be configured integrally. Also, the control device 3 may be directly connected to the communication network N1 without going through the communication network N3. In addition, in Embodiments 1 and 2, a mode in which software is used to perform necessary processing has been described, but the call system has a mode in which part or all of the processing is performed by hardware that does not use software. may be

The technical features (constituent elements) described in each embodiment can be combined with each other, and new technical features can be formed by combining them. It should be considered that the embodiments disclosed this time are illustrative in all respects and not restrictive. The scope of the present invention is indicated by the scope of the claims rather than the meaning described above, and is intended to include all modifications within the scope and meaning equivalent to the scope of the claims.

The invention can also be described as follows.
(Appendix 1)
An information processing terminal that communicates with another information processing terminal,
a transmitting unit configured to transmit, when communication is established with the other information processing terminal, information related to a call log of the communication to a storage device included in a call system that manages the information processing terminal;
a storage unit that stores call data indicating the content of the communication when communication is established with the other information processing terminal;
a control unit that determines whether the information processing terminal is connected to a predetermined network,
The storage unit adds an identifier that can uniquely identify the call log corresponding to the call data to the call data and stores the call data,
The information processing terminal, wherein the control unit transmits the call data stored in the storage unit to the storage device when determining that the control unit is connected to the predetermined network.
(Appendix 2)
The information processing terminal according to Supplementary Note 1, wherein the transmission unit transmits the location of the information processing terminal to the storage device when the call ends.
(Appendix 3)
The communication network is a communication network having a communication speed equal to or higher than a predetermined value,
The information processing terminal according to appendix 1 or appendix 2, wherein the control unit transmits the call data to the storage device when connecting to a communication network having a communication speed equal to or higher than a predetermined value.
(Appendix 4)
The communication network is a communication network provided by a predetermined group to which the information processing terminal belongs,
4. The information processing terminal according to any one of appendices 1 to 3, wherein the control unit transmits the call data to the storage device when connected to a communication network provided by the predetermined group.
(Appendix 5)
5. The information according to any one of appendices 1 to 4, wherein the control unit connects to the communication network and transmits the call data to the storage device in a predetermined time period. processing terminal.
(Appendix 6)
6. The storage device stores the call data received from the information processing terminal in association with the call log using the identifier added to the call data. The information processing terminal according to
(Appendix 7)
Supplementary notes 1 to 6, wherein the control unit stops all or part of the functions of the information processing terminal when receiving an instruction to lock the operation of the information processing terminal from the communication system. The information processing terminal according to any one of the above.
(Appendix 8)
A communication method for an information processing terminal that communicates with another information processing terminal,
a transmitting step of, when communication is established with the other information processing terminal, transmitting information related to the call log of the communication to a storage device included in a call system that manages the information processing terminal;
a storage step of storing call data indicating the content of the communication when communication is established with the other information processing terminal;
a control step of determining whether the information processing terminal is connected to a predetermined network;
in the storing step, an identifier that can uniquely identify the call log corresponding to the call data is added to the call data and stored;
The communication method, wherein, in the control step, when it is determined that the predetermined network is connected, the call data stored in the storage unit is transmitted to the storage device.
(Appendix 9)
A program executable by an information processing terminal that communicates with another information processing terminal,
a transmission function that, when communication is established with the other information processing terminal, transmits information about a call log of the communication to a storage device included in a call system that manages the information processing terminal;
a storage function for storing call data indicating the content of the communication when communication is established with the other information processing terminal;
a control function for determining whether the information processing terminal is connected to a predetermined network,
In the storage function, an identifier that can uniquely identify the call log corresponding to the call data is added to the call data and stored;
A program that causes a computer to transmit call data stored in the storage unit to the storage device when the control function determines that the predetermined network is connected.

1 service center 2 communication terminal 21 control unit 221 application program 3 control device 4 voice processing device 5 storage device 6 monitoring device 7 terminal device 70 headset N1, N2, N3 communication network

Claims (6)

When receiving an instruction to make a call from the caller to the callee, send the callee information indicating the callee, and when communication is connected with the callee's phone in response to the call. a control device that receives connection result information;
an audio processing device that receives first audio streaming data from the caller and transmits first audio data corresponding to the first audio streaming data used for a call with the callee;
a monitoring device that monitors processing for the call;
The control device transmits data indicating the content of the processing to the monitoring device each time the processing is executed,
The audio processing device transmits data indicating the content of the processing and the audio streaming data to the monitoring device each time the processing is executed,
The call system, wherein the monitoring device receives data transmitted from the control device and the voice processing device and displays the content of the data on a display unit. further comprising a communication terminal that makes a call to the called party when the called party information is received;
The communication terminal reproduces the first audio data in the call with the callee, and transmits second voice data including the voice of the callee in the call with the callee to the voice processing device. send and
2. The communication system according to claim 1, wherein said audio processing device transmits second audio streaming data created based on said second audio data to said calling party. including a plurality of said communication terminals,
When receiving an instruction to call a plurality of callees from the caller, the control device sets the callee information of each of the callees to a plurality of the callees so as not to overlap with other callee information. 3. The call system according to claim 2, wherein the call is transmitted to any one of the communication terminals. further comprising a second storage device for storing the first and second audio files;
3. The communication system according to claim 2, wherein said voice processing device stores said voice file created based on said second voice data in said second storage device. A calling method used in a calling system comprising a control device for controlling communication for calling, a voice processing device for performing voice processing, and a monitoring device for monitoring processing for calling,
When the control device receives an instruction to make a call from a caller to a callee, the control device transmits callee information indicating the callee, and in response to the call, communication is established with the telephone of the callee. receiving connection result information when connected;
a step in which the audio processing device receives first audio streaming data from the caller and transmits first audio data corresponding to the first audio streaming data used for a call with the callee; including
a step of transmitting data indicating the content of the processing to the monitoring device each time the control device executes the processing;
a step in which the audio processing device transmits data indicating the content of the processing and the audio streaming data to the monitoring device each time the processing is executed;
a step in which the monitoring device receives data transmitted from the control device and the audio processing device and displays the content of the data on a display unit;
A call method characterized by executing A program used in a communication system comprising a control device for controlling communication for a call, a voice processing device for performing voice processing, and a monitoring device for monitoring the processing for the call,
In the computer used for the call system,
When the control device receives an instruction to make a call from a caller to a callee, the control device transmits callee information indicating the callee, and in response to the call, communication is established with the telephone of the callee. a function to receive connection result information when connected;
a function of the audio processing device receiving first audio streaming data from the caller and transmitting first audio data corresponding to the first audio streaming data used for a call with the callee; including
Further, a function of transmitting data indicating the content of the processing to the monitoring device each time the control device executes the processing;
a function in which the audio processing device transmits data indicating the content of the processing and the audio streaming data to the monitoring device each time the processing is executed;
A function of the monitoring device receiving data transmitted from the control device and the audio processing device and displaying the content of the data on a display unit;
A program characterized by realizing

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