KR20090092521A - Recording and Replay Device for voice and screen - Google Patents

Abstract

An apparatus for recording/reproducing the telephone consultation is provided to minimize the storage size of a voice recorded file and screen-captured moving picture file. An event processing device(20) connects a telephone of a consultant to a computer of the consultant. According to a start event and a termination event, a voice recorder(41) starts and terminates the recording of voices during call connection with a client. According to start event and a termination event, a screen capturing unit(42) starts and terminates the application video capturing of the consultant computer.

Description

Recording and Replay Device for Voice Consultation

The present invention relates to a telephone consultation recording and reproducing apparatus, and to a telephone consultation recording and reproducing apparatus used for recording and reproducing a telephone consultation in a call center such as a financial institution and other places requiring voice recording.

A typical public switched telephone network (PSTN) is a circuit-switched network that guarantees call quality by static switching and providing fixed bandwidth of 64Kbps.

In addition, with the development of computer technology, the use of the Internet is becoming more common, and a VoIP system has been actively developed as an Internet telephony service for making phone calls on the web. The Internet telephony service uses an internet communication network instead of a conventional public telephone network (PSTN) and converts an analog voice signal into a packet digital signal to enable a voice call. Internet telephony service is a packet-switched network that provides dynamic routing and provides "best-effort" type service, making it difficult to guarantee call quality. Nevertheless, Internet telephony services are widely used in call centers that require long phone calls because they can make long distance calls at low prices and create various types of services.

On the other hand, there is an event processing apparatus as an apparatus for interfacing a call center and a computer of a call center with each other. An example of an event processing device is a computer telephony integration (CTI) system, which is a system integrating a computer and a telephone and controls an exchange using a PC.

The event processing device efficiently informs the agent of the customer's telephone number, card number, social security number, service code and other additional key values through the telephone exchange network and IVR (Interactive Voice Response). The telephone consultation service can be conveniently managed using a computer.

For example, if a customer wants to call a specific company to consult, the event processing device displays a lot of information about the customer on the agent's monitor, so that the consultation can be smooth and quick (this is called an inbound system). Even customers who need to make these calls can automatically organize and call their data (called outbound systems).

The exchanger and the event processing unit are connected through a specific link, the event processing unit and the database host are connected through a network, and the agent is connected to the call through the event processing unit or the DB host. Send and receive progress information. A device that can record telephone calls, record responses, and play back recordings and records between customers and agents is a means to secure evidence in case of future disputes and can be quickly retrieved using additional index information. It is a means.

As call volume increases, call centers must be equipped with large-capacity recording equipment, construct multiple communication lines from the main distribution frame (MDF) to the exchange, and introduce large-capacity servers. There is a problem of low efficiency.

Therefore, by distributing the recording data acquisition process to each counselor computer, not only the downsizing of the server but also the multifunction of the recording equipment can be secured, and there is a need for a device that can be utilized for proper evaluation of the counselor and training of a new counselor.

In addition to recording a phone call, there is a need for a device that improves customer service by evaluating a work screen of the agent computer as a video and evaluates the level of the counselor to utilize for training and evaluation.

In order to achieve the above object, the telephone consultation recording and reproducing apparatus of the present invention comprises: an event processing apparatus to which a counselor telephone and a counselor computer are connected; A recording unit configured to start / end recording of a telephone call voice with a customer according to the start event and the end event in an event processing mode in which a start event and an end event are generated in the event processing device; A screen capture unit configured to start / end an application image capture of the counselor computer according to the start event and the end event in the event processing mode; It includes.

In another embodiment, the telephone call recording and reproducing apparatus of the present invention, the recording start / end time of the recording of the telephone call voice is determined according to the decibel (dB) of the external tone of the agent telephone or the telephone call voice with the customer A recording unit which starts / ends recording of the phone call voice according to the recording start / end point in the automatic detection mode; A screen capture unit configured to start / end an application image capture of a counselor computer in synchronization with a recording start / end time point of the phone call voice in the automatic sensing mode; It includes.

As another embodiment, the telephone consultation recording and reproducing apparatus of the present invention includes an event processing apparatus to which a counselor telephone and a counselor computer are connected; A recording unit for recording a telephone call voice of the counselor phone; A screen capture unit which captures an image of the agent computer; It includes, and the recording according to the start event and the end event generated in the automatic detection mode and the event processing device that the recording start / end time is determined according to the decibel (dB) magnitude of the external telephone tone or the telephone call voice of the agent phone The screen capture unit is operated in an optional mode for selecting any one of an event processing mode in which a start / end time point is determined. The screen capture unit may start / end the image capture in synchronization with the recording start / end time point.

As another embodiment, the telephone consultation recording and reproducing apparatus of the present invention, the central control unit for switching the recording of the telephone call voice and the start / end time of the image capture to a central control mode that the administrator designates through the network; It further includes.

As another embodiment, the telephone consultation recording and reproducing apparatus of the present invention includes: an individual control unit for switching to an individual control mode in which the counselor forcibly designates the start / end time point of recording of the phone call and capturing the image; It further includes.

The telephone counseling recording and reproducing apparatus of the present invention records the contents of a telephone call in an event processing mode controlled by an event processing apparatus (for example, a CTI system) that generates start and end events related to recording and reproducing. The application screen of the computer can be saved as a video, which can prevent customer accidents and ensure the multifunction of the call center. At this time, by recording start / end at the optimal time according to the start event and the end event transmitted from the event processing device, the size of the voice recording file and the screen captured video file can be minimized and stored, and these files are synchronized with each other and indexed. It is easy to search and manage because it is stored and stored.

Meanwhile, the telephone call recording and reproducing apparatus of the present invention can perform telephone call recording or screen capture separately from the event processing mode in an automatic sensing mode (eg, VOX mode) that automatically detects a call signal of a telephone.

In addition, the telephone consultation recording and reproducing apparatus of the present invention can be selectively switched between an event processing mode and an automatic sensing mode. In other words, switching from the event processing mode to the auto-sensing mode or vice versa can be performed by switching to the auto-sensing mode when the server cannot give any information to the agent computer due to a network error or failure of the event processing device. Record and capture without missing content and application screens.

The telephone consultation recording and reproducing apparatus of the present invention is not limited to the event processing mode or the automatic sensing mode, and can be selectively switched between the central control mode and the individual control mode. It is possible to switch between the central control mode in which the administrator centrally controls recording and capturing points through the web, and the individual control mode in which individual counselors directly control the recording and capturing points.

That is, the telephone consultation recording and reproducing apparatus of the present invention can be operated in various operation modes such as an event processing mode, an automatic sensing mode, a central control mode, and an individual control mode, thereby increasing the customer response of the system and the flexibility of the system.

1 is a configuration diagram schematically showing the configuration of the telephone consultation recording and reproducing apparatus of the present invention.

2 is a block diagram of the telephone top device of the present invention.

<Description of the symbols for the main parts of the drawings>

1 ... router 2 ... fire wall

3 ... switch 4 ... PBX

10 ... Network 20 ... Event Processing Unit

30.Agent phone 40.Agent computer

41 ... recording 42 ... screen capture

43 Event control section 44 Detection section

45 Transmitter / receiver 46 File transfer

47 ... individual control unit 48 ... mode switching unit

49 Status Monitor 50 Main Server

51 Storage 60 Administrator Computer

61 central control 70 adapter

1 and 2 are block diagrams and block diagrams illustrating the telephone consultation recording and reproducing apparatus of the present invention. Hereinafter, an embodiment according to the present invention will be described in detail with reference to FIGS. 1 and 2. Here, terms defined in particular in consideration of the configuration and operation of the present invention may vary depending on the intention or custom of the user or operator. Definitions of these terms should be made based on the contents throughout the specification.

The present invention, the event processing apparatus 20 in capturing the operation state and change of the telephone call content recording and the work screen of the counselor (Application Program) with the customer for effective agent management and evaluation in the customer center (20) Video file that captures Voice Recording and Screen Recording by starting and stopping recording at the appropriate time by linking with system control module such as (for example, computer integrated management (CTI) system). Minimize the size of and save it, and facilitate its synchronization and playback.

Event processing device 20 detects the connection state of the call (Call) from the private exchange (PBX (4)) in the call center, event processing the event (event) and delivers to the recording equipment and the agent computer 40 In order to make a recording and a video file by transmitting a start event at the point of call connection, which is the point at which the call is made with the actual customer, and checking the end point of the call from the exchange, the end event is confirmed at the correct time. In this case, the data is transmitted to the individual counselor computer 40 so as to terminate recording and video capture.

The event processing device 20 is a middleware system designed to facilitate call center telephone consultation, and combines an exchange and a PC to provide proper call routing and distribution through call control and agent state management. In addition, the customer's telephone number, card number, social security number, service code, password, etc. are recognized as a key value of various customer information entered into the telephone (Key) to connect the call of the agent telephone 30 as an event message of the agent Screen popup on the work screen reduces time spent retrieving or recording customer information during a call, reducing time and effort.

In general, a call center is an automatic answering service (ARS), a telephone call with an agent, or a combination thereof to support consultation, guidance, and after-sales services. The telephone consultation recording and reproducing apparatus of the present invention is implemented using an agent telephone 30 connected to a public telephone network (PSTN) or an Internet telephone network (VoIP) and an event processing apparatus 20 integrating the computer system.

Internet call centers using the Internet phone network are widely used in customer service centers, civil service services, online shopping malls, Internet stock trading, Internet video chat, virtual education, surveys, and human-assisted E-commerce. Is being applied. This technology can maximize the effectiveness of consultation by using voice, chat, file transfer, video and video. In addition, one-to-one service is available, allowing companies to strengthen their customer relationships. The technology is also very useful in increasing sales and marketing opportunities for companies.

To build an Internet call center, Voice over Internet Protocol (VoIP) technology, video service technology, data service technology, and synchronized browsing technology (Escorted Browsing Technology) are required. Synchronized browsing technology is a browser synchronization technology that allows an agent and a user to talk while viewing the same screen. There are an image transmission method and a URL push method, which enables more effective counseling.

A customer who wants to consult a call center can be classified into an Internet customer who uses the Internet and a general phone customer who accesses the landline. Internet customers may have a headset and a sound card to support VoIP voice communication to their personal computer, and may have a camera to enable video communication. An Internet customer first connects to a web server using his computer. At this time, the software necessary to use the call center is downloaded from the web server and installed in the personal computer.

For internet voice communication, a user PC obtains an IP address from the VoIP server that can be connected to one of a plurality of agent computers 40 (Agent PCs). At this time, the VoIP server knows whether the counselor computer 40 is in consultation or not, and calls the available counselor computer 40 to check whether a call connection is possible. If a call is available, a VoIP connection is made by sending the Internet address to the customer's computer. The VoIP connection goes through a router (1), firewall (2), switch (3), and network (10).

Here, the PC-To-Phone model is taken as an example. However, since various models of such Internet voice communication technology are known, a detailed description thereof will be omitted. At this time, the call record may be stored in the main server 50 of the call center by the VoIP server. Counselor computer 40 is synchronized browsing by pushing the URL of the web page that he sees to the customer computer, the customer can proceed to a convenient and efficient consultation while viewing the same web document with the agent. Necessary materials can be uploaded, downloaded or e-mailed via web pages.

On the other hand, a customer who wants to talk through a general telephone rather than a personal computer connects to the agent's telephone 30 through the PSTN through a conventional PBX (4) (Private Branch Exchange) or IVR (Interactive Voice Response) equipment. do. The PBX device 4 performs processing such as customer statistics and connection statistics in addition to the call connection. IVR equipment may take over calls and distribute and wait on the station. In IVR equipment, a service commonly called an ARS (automatic or audio response system) is implemented.

The event processing device 20 (for example, CTI: Computer Telephony Integration) is supported to collectively control such entire servers. These devices may be separate servers or separate processes implemented on one server. The agent uses the agent phone 30 and the agent computer 40 at the same time, or the agent phone 30 is left down and the agent computer 40 and the headset connected thereto to communicate voice and video communication, text and video information with the customer. I can exchange it.

The present invention is equipped with an application program for recording and screen capturing the agent computer 40 individually (defined as an agent application and corresponds to a client program) to the event processing device 20 to display the contents of the call with the customer at the time of the telephone call. Receives and processes events, and simultaneously stores recordings, work screen movements, and input text content. The agent application receives not only the recording file but also customer information (User data) transmitted from the event processing device 20 and indexed the key value and stores it in the database, so that the administrator can easily find the recording file and the video file later. Do it. Ending of recording and data capture receives an end event from the event processing device 20 and delivers the end event to each server program, and compresses and stores the recording file and the video file in the storage unit 51 of the main server 50.

Recently, in the call center, the recording equipment for measuring the customer response quality index of agents is as important as the functions of middleware such as an exchange and an event processing apparatus 20. According to this necessity, the present invention goes beyond the conventional simple recording equipment. It implements a screen capture function that can check the history of consultation work.

In addition, since the audio and video files are acquired at the optimum file size under the control of the event processing apparatus 20, the storage capacity and the backup cost of the storage unit 51 can be reduced. In addition, since the customer information is additionally indexed (indexed) and stored from the event processing device 20 or the counselor application, it can be searched and reproduced more quickly in the future inquiry.

The present invention has an event control unit 43 for receiving and processing the start and end events from the event processing device 20 to confirm the point of time when the call is connected between the customer and the agent as a start event to deliver to the individual agent computer 40 , Recording and screen capture are possible. The counselor computer 40 transmits and compresses the recording file and the screen capture file to the main server 50 connected through the network 10. These files are stored in the main server 50 in matched state with the key values of the customer information delivered from the agent application.

Telephone recording and reproducing apparatus of the present invention, the event processing mode operated by the start and end events generated by the event processing device 20, the automatic detection mode (for example, automatically detects the call signal generated by the telephone) VOX mode), the event processing mode and the automatic sensing mode (selective mode to switch operation), the individual control mode manually operated by the individual counselor, the central control mode remotely controlled centrally by the administrator . Therefore, in case of event processing device 20 or network 10 error, recording or video capturing is possible by automatically or manually switching to VOX mode, and the counselor or administrator forcibly starts or ends voice recording and video capturing. Can be set.

In the call center, the agent phone 30 and the agent computer 40 are connected to the event processing device 20 (computer integrated device (CTI)) so that the agent can use the computer and the mouse to answer the call without using the phone. . At this time, the telephone consultation recording and reproducing apparatus receives an event of a telephone start and end from the event processing apparatus 20 and captures a voice recording and a video.

The telephone consultation recording and reproducing apparatus of the present invention includes an event processing apparatus 20, an agent telephone 30, an agent computer 40, a main server 50, as well as a recording unit 41 and a screen capture unit 42. Include. In addition, the telephone consultation recording and reproducing apparatus includes a file transmitter 46, an event controller 43, a detector 44, a transmitter / receiver 45, a status monitor 49, a mode switch 48, Individual control unit 47 may be further provided. Recording unit 41, screen capture unit 42, file transfer unit 46, event control unit 43, detection unit 44, transmission and reception unit 45, status monitoring unit 49, mode switching unit ( 48, the individual control unit 47 may be provided in the form of hardware inside the agent computer 40 or between the agent computer 40 and the main server 50. In addition, it may be provided in the form of an application installed in the counselor computer 40. In addition, the telephone consultation recording and reproducing apparatus may include an administrator computer 60, which includes a central control unit 61.

The recording unit 41 records the phone call voice with the customer in various operation modes, and the screen capture unit 42 captures the application screen of the counselor as an image. The file transmitter 46 transmits the recording file of the recording unit 41 or the image file of the screen capture unit 42 to the main server 50. The event controller 43 processes all events in association with the event processing device 20.

The detection unit 44 detects whether the call connection state of the counselor corresponding to the client is in a call, post-processing, hangup, callout, and receive state with respect to the main server 50. The event controller 43 controls start and end events and processes user data generated when a call is connected. The transmitter / receiver 45 temporarily stores the call connection state and the customer information of the counselor from the detector 44 and the event controller 43 and transmits the information to the main server 50 and records and records various control information from the main server 50. Receive

The storage unit 51 stores recorded data, screen capture data, and various customer information, and is provided in the main server 50, for example.

The telephone consultation recording and reproducing apparatus processes the events generated by the event processing apparatus 20 to record the contents of the call between the client and the agent at the most suitable time, and to query and update the customer consultation application of the agent computer 40. Screen capture of changes in the agent's work screen, such as adding, deleting, and so on. Through this, it accurately diagnoses the agent's work knowledge and customer service skills.

In addition, during the telephone call with the customer, the voice recording of the contents of the call and the video of the agent's work screen are captured and stored in the simple storage of the agent computer 40, and then the telephone call is completed and transmitted to the main server 50, respectively. The same compression codec is used to save and play back the audio and video files.

In order to prevent file corruption and hacking that may occur in general during file transmission on the TCP / IP network 10, the file is encrypted, and in particular, the file is transmitted by standard encryption using DES (Data Encryption Standard).

Hereinafter, the automatic sensing mode will be described. In the automatic sensing mode (eg, VOX mode), the sensing unit 44 connected to the agent computer 40 detects a call connection state, and decibels of external tones and voice signals input to the sound card of the agent computer 40 are shown. (dB) is measured to recognize whether or not a real call is made, which is converted into a return value and transmitted to an application of the counselor computer 40 to capture the start time of recording. Even if the event processing apparatus 20 is not provided, the telephone call recording and reproducing apparatus of the present invention can be operated in the automatic sensing mode.

On the other hand, as another embodiment, the telephone call recording and reproducing apparatus of the present invention is operated in an optional mode which is switched to either an event processing mode or an automatic sensing mode. From the point of view of the agent computer 40, which is a client PC, serious problems may arise if the start and end of recording and screen capture are controlled only by the event processing device 20. That is, even when no information can be provided from the server side to the client side due to a network 10 error or an event processing device 20 itself failure, the call content must be recorded, where the recording start timing may depend on a physical or electrical signal. There is no choice but to. Accordingly, the telephone consultation recording and reproducing apparatus operates in a selective mode capable of performing recording and video capturing by switching to the automatic sensing mode when the operation is difficult in the event processing mode or vice versa if necessary.

For smooth operation of the VOX mode, a separate adapter 70 (Adaptor) is provided to connect the sound card of the agent computer 40 and the handset of the agent phone 30, and the physical signal of the handset is provided by the agent computer 40. The sound card is delivered with a return value recognizable by the agent's application, including recording software. In VOX mode, phone calls are recorded and captured simultaneously.

When the TCP / IP network 10 is restored to normal or the failure of the event processing apparatus 20 is eliminated, the telephone call recording and reproducing apparatus is restored to the event processing mode. To this end, check whether the network 10, the main server 50, the state monitoring unit 49 and the event processing unit 20 to determine whether the event processing device 20 is in normal operation in real time, and whether A mode switching unit 48 is provided for switching the recording and screen capturing methods of the client from the VOX mode to the event processing mode. The mode switching unit 48 may be provided to perform an optional mode for automatically or manually switching between the VOX mode and the event processing mode.

Although not shown, the agent application may further include an index unit that receives various customer information and service codes input when the customer first connects the phone from the event processing device 20 and assigns and indexes a unique number for each stored call. .

In addition to recording and screen capturing using event processing mode and VOX mode, administrators can control recording and screen capture manually by controlling each channel or team directly through the web from the center to secure the flexibility of the system. It is preferable to provide a central control unit 61 for setting the telephone consultation recording and reproducing apparatus in the central control mode.

In addition, it is desirable that an individual control unit 47 be provided in the agent computer 40 to set the system to an individual control mode that enables recording and screen capture by directly pressing a recording selection button when each individual agent is needed. Do.

In the event processing mode, when the customer calls the first call center, the customer information (resident number, card number, service code, etc.) acquired through IVR (Interactive Voice Recognition) is known to the event processing device 20 and the time of the first call occurrence. It is delivered and managed in every event form until the call ends. At this time, the event control unit 43 and the event processing device 20 has a client / server structure, and all call extension channels are registered in the event processing device 20 so that all events of each channel are individually received from the client PC. do. Here, the customer information can also be obtained through the event control unit 43, and by issuing a unique key value for synchronizing the voice file of the recording unit 41 and the work screen video file stored in the database in the future You can query the call.

As such, when data is lost when receiving customer information in a manner interlocked with the event processing device 20, or when the event processing device 20 is unstable or the network 10 fails on TCP / IP, the user data is lost. can do. To compensate for this, each client module recording and screen capturing communicates with an application that pops up on the agent's work screen. Therefore, it provides an API interlocking mode in which an API (Application Programming Interface) for communication and interworking between applications installed on different types of hardware is operated, and the API is embedded, so that an agent can use the work screen when answering a phone call. By inquiring, updating, adding, and changing the processing, customer information containing more detailed business data is collectively acquired and transmitted to the event processing apparatus 20. Such customer information is indexed and stored in a database so that it can be quickly searched in the future. .

On the other hand, if data is lost due to abnormal computational errors in the process of attaching customer information in the API interworking mode as well as in the event processing mode, data is acquired from an external application at all except for limited values such as extension numbers and call times. It can't be done. In this case, the call center has telephone call history information with customers or separate CRM (Customer Relationship Management) information for customer management. By using a separate external database such as CRM, after the end of the business hours, by mapping the extension number and the agent ID through a batch process method, the data corresponding to the telephone call time can be queried and updated. Always update the data in case it is lost, enabling reliable and quick lookup of the system.

The indexing of data (or referred to as indexing) in the telephone consultation recording and reproducing apparatus of the present invention can be explained as follows. The storage unit 51 is configured as a separate database for storing information of all calls in the main server 50. When each client PC (represents the agent computer 40) generates the key value corresponding to the call in the form of a serial number (INUM) through the event processing device 20, the file name of the video file that captured the recording file and the work screen. Is stored in accordance with the serial number (INUM). The serial number INUM and the detailed information of the customer may be input in the same row or the same address even when information is input into a database such as the storage unit 51. In the future search and inquiry, the telephone consultation recording and reproducing apparatus of the present invention can search the file name existing in the corresponding directory of the recording and video files, the call detail information and the customer data in the database, and can search the information quickly. Manage data by indexing it.

For such information retrieval and retrieval, the telephone consultation recording and reproducing apparatus of the present invention communicates the recorded recording and screen capture files to evaluate the quality of the customer service and the quality of the counselors after the daily work in the call center. Instead of going directly to the room or server room, it is configured to be able to inquire and listen at its place through a web server connected to the TCP / IP network 10.

The telephone call recording and reproducing apparatus of the present invention is designed to enable real-time inquiry and monitoring of the status of each channel remotely from the administrator screen through the web for more efficient management and monitoring of recording and screen capture. Therefore, by enabling faster and safer search for the channel monitoring, it is possible to check the status of individual counselors in real time, to monitor or check the recording status of the agent in real time, and to check the storage status to secure the storage space of the server. You can check it. The channel monitoring system is designed to be compatible with other NMS (Network Management System) utilizing SNMP (Simple Network Management Protocol) and standard MiB trab, so that it can be linked with the monitoring server of the entire call center system to improve efficiency and immediate response. It is also possible.

In order to enable the channel monitoring, a status monitoring unit 49 for information retrieval and management is provided. Status monitoring unit 49, each channel for the recording and screen capture, as well as the status information of all agents, such as the status of each channel, as well as the current status of the agent (calls, breaks, post-processing, meetings, transfers, three-way calls) The operating status information of the system is updated in real time and recorded in a simple buffer, and when an abnormality occurs, it can be immediately sent to the administrator and SMS through the web server.

Although embodiments according to the present invention have been described above, these are merely exemplary, and it will be understood by those skilled in the art that various modifications and equivalent embodiments of the present invention are possible therefrom. Therefore, the true technical protection scope of the present invention will be defined by the following claims.

Claims (20)

An event processing apparatus to which an agent telephone and an agent computer are connected; A recording unit configured to start / end recording of a telephone call voice with a customer according to the start event and the end event in an event processing mode in which a start event and an end event are generated in the event processing device; A screen capture unit configured to start / end an application image capture of the counselor computer according to the start event and the end event in the event processing mode; Telephone consultation recording and reproducing apparatus comprising a. The method of claim 1, Main server; A file transmitter for transmitting at least one of an audio file recorded in the recording unit and an image file captured in the screen capture unit to the main server; Telephone consultation recording and reproducing apparatus further comprising. The method of claim 2, The main server has a storage unit for storing the file transmitted from the file transfer unit, The main server indexes key values for user data generated during a call connection and key values for a file stored in the storage unit, and stores these indexes by matching the indexes with each other. Playback device. The method of claim 3, The customer information, the audio file and the video file, And a telephone consultation recording and reproducing apparatus according to the termination event at the end of the telephone call. The method of claim 3, The storage unit, And recording and reproducing the audio file and the video file using the same compression codec for synchronization. The method of claim 3, The customer information, the audio file and the video file, Telephone consultation recording and reproducing apparatus, characterized in that the standard encrypted transmission by DES (Data Encryption Standard). The method of claim 3, An event controller for processing the start event, the end event, and the customer information; A detector for detecting a call connection state of the counselor; A transmitter / receiver for transmitting the call connection state and the customer information to the main server and receiving a control signal from the main server; Telephone consultation recording and reproducing apparatus further comprising. In the automatic detection mode in which the recording start / end point of the telephone call voice is determined according to the decibel (dB) magnitude of the external telephone tone of the agent phone or the telephone call voice with the customer, the telephone call voice according to the recording start / end point Recording unit to start / end recording of; A screen capture unit configured to start / end an application image capture of a counselor computer in synchronization with a recording start / end time point of the phone call voice in the automatic sensing mode; Telephone consultation recording and reproducing apparatus comprising a. The method of claim 8, An adapter connecting the handset of the agent phone and the sound card of the agent computer; More, And external decibels of the counselor's telephone and the telephone call voice are transmitted through the adapter so that each decibel is measured. An event processing apparatus to which an agent telephone and an agent computer are connected; A recording unit for recording a telephone call voice of the counselor phone; A screen capture unit which captures an image of the agent computer; Including, Recording start / end time according to an automatic detection mode in which a recording start / end point is determined according to an external signal tone of the agent phone or a decibel (dB) of the telephone call voice, and start and end events generated by the event processing device. It operates in an optional mode of selecting any one of the determined event processing mode,  And the screen capture unit starts and stops capturing the image in synchronization with the recording start / end point of time. The method of claim 10, A state monitoring unit configured to determine an operating state of a network and the event processing apparatus in real time; A mode switching unit for selecting the event processing mode when the operation state determined by the state monitoring unit is normal and switching to the automatic detection mode when the operation state is abnormal; Telephone consultation recording and reproducing apparatus further comprising. The method of claim 11, Main server; A file transmitter for transmitting at least one of an audio file recorded in the recording unit and an image file captured in the screen capture unit to the main server; Telephone consultation recording and reproducing apparatus further comprising. The method of claim 12, The main server has a storage unit for storing the file transmitted from the file transfer unit, The main server indexes key values for user data generated during a call connection and key values for a file stored in the storage unit, and stores these indexes by matching the indexes with each other. Playback device. The method of claim 13, An event controller for processing the start event, the end event, and the customer information; A detector for detecting a call connection state of the counselor; A transmitter / receiver for transmitting the call connection state and the customer information to the main server and receiving a control signal from the main server; Telephone consultation recording and reproducing apparatus further comprising. The method of claim 10, The API interlocking mode is operated by an API (Application Programming Interface) for communication and interworking between applications installed in the counselor computer, And the API is embedded in the application. The method of claim 10, And a database storing telephone call history information with the customer or CRM (Customer Relationship Management) information for managing the customer. The method of claim 10, When the counselor computer generates a serial number of a key value corresponding to a call through the event processing device, the file name of the audio file and the video file is stored in accordance with the serial number and recorded and reproduced. Device. The method of claim 10, And the audio file and the video file can be viewed and listened to via a web server connected through a TCP / IP network. The method according to any one of claims 1 to 18, A central control unit for switching the recording of the telephone call voice and the start / end time point of capturing the image into a central control mode designated by an administrator through a network; Telephone consultation recording and reproducing apparatus further comprising. The method according to any one of claims 1 to 18, An individual control unit which switches to an individual control mode in which the counselor forcibly specifies the recording of the phone call voice and the start / end point of the image capturing; Telephone consultation recording and reproducing apparatus further comprising.