Processing device, program, and processing method

Abstract

To facilitate the management of a telephone communication in a contact center system.SOLUTION: A processing device comprises: a first processing part that receives first telephone communication identification information from a first device; and a second processing part that transmits first recording sound data on a telephone communication identified with the first telephone communication identification information to the first device. The first recording sound data is data made by combining second recording sound data on a first channel sound of a first operator recorded by the second device, third recording sound data on the first channel sound of a second operator recorded by a third device, and fourth recording data on the first channel sound of a user recorded by the processing device, and is data in which time information is synchronized among the second recording sound data, the third recording sound data, and the fourth recording sound data.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a processing device, a program, and a processing method. [Background technology]

[0002] In general, in order to record the contents of a call between an outside line and an operator in a call center system using an IP (Internet Protocol) line, it was necessary to collect and assemble the voice packets between the outside line and the operator using a recording device. In order to collect the call, the recording device had to capture it by mirroring using a network switch (for example, see Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent Publication No. 2021-136515 Summary of the Invention [Problem to be solved by the invention]

[0004] However, conventional systems require special design that takes into account settings for mirroring and network paths, making it difficult to implement. In addition, when mirroring is not possible, there are problems such as recording failing even if the call works normally. In addition, when the captured data is assembled, the sending and receiving sides are combined into a mono recording file. This causes problems when listening later, such as making it difficult to tell which side is the sending side and which side is the receiving side. When there are multiple sending calls, such as in a conference call, the respective voices are combined into one, making it difficult to distinguish which side is the caller.

[0005] In view of the above circumstances, an object of the present invention is to facilitate call management in a contact center system. [Means for solving the problem]

[0006] The present invention solves the above-mentioned problems by providing a processing device, a first processing unit that receives first call identification information from the first device; A second processing unit that transmits first recorded data of a call identified by the first call identification information to the first device, The first recording data is a combination of second recorded data of the first channel voice of the first operator recorded by a second device, third recorded data of the first channel voice of the second operator recorded by a third device, and fourth recorded data of the first channel voice of the user recorded by the processing device; The second sound recording data, the third sound recording data, and the fourth sound recording data have synchronized time information. The present invention relates to a processing apparatus.

[0007] The present invention also provides a method for producing a semiconductor device comprising the steps of: A program for causing a computer to function as a processing device, The computer, a first processing unit for receiving first call identification information from the first device; a second processing unit that transmits first recorded data of a call identified by the first call identification information to the first device; The first recording data is a combination of second recorded data of the first channel voice of the first operator recorded by a second device, third recorded data of the first channel voice of the second operator recorded by a third device, and fourth recorded data of the first channel voice of the user recorded by the processing device; The second sound recording data, the third sound recording data, and the fourth sound recording data have synchronized time information. The program is characterized by:

[0008] The present invention also provides a method for producing a semiconductor device comprising the steps of: A processing method in a processing device, comprising: The processing device includes: A first step of receiving a first call identification information from a first device; A second step of transmitting first recording data of a call identified by the first call identification information to the first device; The first recording data is a combination of second recorded data of the first channel voice of the first operator recorded by a second device, third recorded data of the first channel voice of the second operator recorded by a third device, and fourth recorded data of the first channel voice of the user recorded by the processing device; The second sound recording data, the third sound recording data, and the fourth sound recording data have synchronized time information. The present invention is a processing method characterized by the above. Effect of the Invention

[0009] According to the present invention, it is possible to facilitate the management of calls in a contact center system. [Brief description of the drawings]

[0010] [Figure 1] 1 is a functional configuration diagram of a call center system according to an embodiment of the present invention. [Diagram 2] FIG. 2 is a detailed diagram of a database configuration. [Figure 3A] FIG. 11 is a sequence diagram of a recording process in a two-party call. [Figure 3B] FIG. 11 is a sequence diagram of a recording process in a two-party call. [Figure 4A] FIG. 11 is a sequence diagram of a recording process in a three-way call. [Figure 4B] FIG. 11 is a sequence diagram of a recording process in a three-way call. [Figure 5A] FIG. 11 is a sequence diagram of a playback process. [Figure 5B] FIG. 11 is a sequence diagram of a playback process. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] Hereinafter, the embodiments of the present invention will be described in detail with reference to the drawings. Each figure is merely a schematic illustration to the extent that the present invention can be fully understood. Therefore, the present invention is not limited to only the illustrated examples. In addition, in the drawings to which reference is made, the dimensions of the members constituting the present invention may be exaggerated in order to clarify the explanation. In addition, in each figure, the same reference numerals are given to common or similar components, and their repeated explanations are omitted.

[0012] [Explanation regarding the premise of the present invention] The present invention relates to recording of calls in a call center system.

[0013] [composition] Fig. 1 is a functional configuration diagram of a call center system in this embodiment. Call center system 1 is a system that provides call center services to call center users. Call center system 1 includes call center device 201 and multiple computers 301. Call center device 201 is an information processing device that controls the call center services. Computer 301 is an information processing device used by an operator of the call center services.

[0014] The call center device 201 includes hardware such as an input unit, an output unit, a control unit, and a storage unit. For example, when the control unit is configured with a CPU (Central Processing Unit), information processing by a computer including the control unit is realized by program execution processing by the CPU. Also, a storage unit included in the computer stores various programs for realizing the functions of the computer by instructions from the CPU. This realizes collaboration between software and hardware. The programs can be provided by recording them on a recording medium or via a network. The call center device 201 may be communicably connected to a console (not shown) used by a user. The console can display the processing results of the call center device 201 and input requests to the call center device 201. The above description of the call center device 201 also applies to the computer 301.

[0015] (Call center device 201) The call center device 201 includes an outside line control unit 202, an incoming call reception unit 203, a recording control unit 204, an extension line control unit 205, and a screen control unit 206. The call center device 201 also stores a recording file 207 and a database 208.

[0016] The outside line control unit 202 controls the reception of incoming calls from call center users. The outside line control unit 202 is communicably connected to a communication carrier 102. The communication carrier 102 is, for example, an IP communication network, but is not limited to this. An outside telephone 101 is communicably connected to the communication carrier 102. The outside telephone 101 is a telephone used by a call center user. The outside telephone 101 may be, for example, a smartphone or a PC. The incoming call reception unit 203 distributes the incoming calls (calls) received by the outside line control unit 202 to operators. The distribution of the incoming calls can be realized by, for example, ACD (Automatic Call Distribution). The distribution of the incoming calls can also be performed via the extension line control unit 205.

[0017] When an outside line and an extension line are in a call state, the recording control unit 204 records the outside line and creates recorded data. The recording control unit 204 also stores information about the recording in a database 208. When an operator, supervisor, or the like requests to check a list of recordings (a list of recordings divided by the speaker of one call) or to play back a recording, the recording control unit 204 processes the display of the list of recordings and the audio playback. The processing for displaying the list of recordings and the audio playback can be performed via the screen control unit 206 and the extension line control unit 205.

[0018] The extension control unit 205 notifies the operator to whom the incoming call is allocated by the incoming call receiving unit 203 of the incoming call. The extension control unit 205 also manages the call status for the requested operator under the control of the recording control unit 204. The screen control unit 206 controls the screen display of each operator on the computer 301. Specifically, the screen control unit 206 displays on the computer 301 a screen for accepting operations related to recording from each operator, and displays on the computer 301 a response result to a request from the operator.

[0019] The recording file 207 is a mechanism for storing the recording data of the call created by the recording control unit 204. The recording file 207 functions as a data set of the recording data. The database 208 records information relating to calls and recordings processed by the call center device 201. The database 208 manages information in accordance with a database configuration 401 shown in Fig. 2. The database configuration 401 will be described later.

[0020] (Computer 301) The computer 301 includes a telephone control unit 302 as software. The computer 301 is identified for each operator. When the operator makes a request (operation) regarding screen control, the computer 301 makes a request (request) to the screen control unit 206 and displays the response result on the screen. The telephone control unit 302 is a telephone control by software, and can be implemented, for example, by an existing softphone function. The telephone control unit 302 has a function for an operator to talk to the outside telephone 101 via the call center device 201. The telephone control unit 302 also has a recording function for calls made on the softphone. The telephone control unit 302 has a function for stereophonically recording the operator's outgoing voice and the operator's incoming voice, each on one channel.

[0021] (Database Configuration 401) 2, the database configuration 401 has recording information 410 and call information 420. The recording information 410 is metadata of recordings made by the recording control unit 204. The call information 420 is metadata of the call status managed by the extension control unit 205.

[0022] The recording information 410 includes a recording start time 411 , a recording end time 412 , a speaker type 413 , a call ID 414 , and a recording file name 415 . Recording start time 411 indicates the time when recording started for the recording information accompanying the start of a call. Recording end time 412 indicates the time when recording ended. The speaker type 413 indicates the speaker who is the subject of recording in a call. The call ID 414 is an identifier for the call information. The recording file name 415 indicates a name (index, identifier) ​​that is given to the recording data created by the recording control unit 204 when the recording data is stored in the recording file 207 . A plurality of recording information 410 are prepared each time a recording is made. Furthermore, a recording information 410 is created for each operator and each outside line (each call center user) for one call, that is, for each speaker type 413. Therefore, a plurality of recording information 410 exists for one call information 420.

[0023] The call information 420 includes a call start time 421 , a call end time 422 , and a call ID 423 . Call start time 421 indicates the time when the call started. Call end time 422 indicates the time when the call ended. The call ID 423 is an identifier for one call. The call IDs 414 and 423 associate the recording information 410 and the call information 420. A plurality of pieces of call information 420 are prepared for each call.

[0024] [process] The process in the call center system 1 will be described. Figures 3A and 3B are sequence diagrams of the recording process in a two-party call. Figures 4A and 4B are sequence diagrams of the recording process in a three-party call. Figures 5A and 5B are sequence diagrams of the playback process.

[0025] In FIG. 3A, a call center user uses an external telephone set 101 and a communication carrier 102 to call a call center device 201 (step S110). Then, the external line control unit 202 of the call center device 201 accepts the incoming call (step S120) and notifies the incoming call reception unit 203 of the incoming call (step S130). The incoming call reception unit 203 selects an operator (for example, operator A is selected) by the ACD's incoming call distribution and notifies the extension control unit 205 of the distribution result (step S135). The extension control unit 205 calls the operator's telephone control unit 302. At this time, the extension control unit 205 generates a call ID and also notifies the telephone control unit 302 of the call ID (step S140).

[0026] When operator A answers via the telephone control unit 302 (step S145), a communication connection is established between the external telephone 101 and (operator A's) computer 301, and a call between operator A and the call center user begins (step S150). The extension control unit 205 records the call start time 421 and the call ID 423 as call information 420 in the database configuration 401 (step S160). The telephone control unit 302 records the voices of the operator side (operator A) and the operated side (call center user) on the computer 301 (step S170). At this time, the recording is performed in stereo, with one channel (right channel) being recorded as the operator side voice and the other channel (left channel) being recorded as the operated side voice.

[0027] At the same time, when a call is made, the extension control unit 205 notifies the recording control unit 204 of the call (step S175), and the recording control unit 204 also starts recording (step S180). When recording starts (step S180), the extension control unit 205 notifies the recording control unit 204 of the call ID. At this time, recording is performed in stereo, with one channel (right channel) being recorded as the voice on the outside telephone side (voice of the call center user) and the other channel (left channel) being recorded as the voice on the outside telephone side (voice of operator A).

[0028] When the call ends, first, the extension control unit 205 terminates the call connection between the call center user and operator A (step S220). Next, the extension control unit 205 records the call end time 422 in the call information 420 recorded at the start of the call (step S230). Moving on to FIG. 3B, next, when the extension control unit 205 notifies the recording control unit 204 of the call end (step S240), the recording control unit 204 ends the recording on the outside telephone side (step S245). In addition, the recording control unit 204 stores the recorded data in the recording file 207 (step S250). In addition, the recording control unit 204 records in the recording information 410 of the database 208 (step S260) the recording start time 411 as the time when recording began, the recording end time 412 as the time when recording ended, “outside line” as the value of the speaker type 413, the call ID 414 obtained when recording began (step S180), and the recording file name 415 indicating the file location of the recording entity (recorded data).

[0029] Similarly, the telephone control unit 302 on the operator side (operator A) also transmits the recording data recorded on the computer 301 side to the call center device 201 when the call ends (step S270). The recording control unit 204 receives the recording data and stores it in the recording file 207. When the recording file 207 becomes large, the recording data may be transferred over time while controlling the bandwidth, taking into consideration that transmitting the recording file all at once would increase the network load. After transmitting the recording data, the telephone control unit 302 of operator A records the recording start time 411 as the time when recording started, the recording end time 412 as the time when recording ended, "operator A" as the value of the speaker type 413, the call ID 414 acquired at the start of recording (step S180), and the recording file name 415 as the file location of the recording entity (recording data) sent to the call center device 201 in the recording information 410 of the database 208 (step S280).

[0030] As shown in FIG. 4A, when a conference call (three-way call) is made while a call is being made between a call center user and operator A (step S150), first, an operation to call operator B is performed on the telephone control unit 302 of operator A (step S190). The extension control unit 205 notifies the telephone control unit 302 of operator B using the same call ID as that of operator A (step S140), and calls the telephone control unit 302 of operator B (step S195). When operator B answers (step S196), the extension control unit 205 establishes a call state between the call center user, operator A, and operator B (step S200).

[0031] The telephone control unit 302 of operator B, like operator A, records the operator side (operator B) and the operated side (operator A, call center user) on the computer 301 during a call (step S210). At this time, recording is performed in stereo, with one channel (right channel) being recorded as the operator side voice (operator B's voice) and the other channel (left channel) being recorded as the operated side voice (operator A's voice and call center user's voice).

[0032] Moving on to FIG. 4B, when the three-way call ends (step S285), the telephone control unit 302 of operator B, like operator A, transmits the recording data recorded by the computer 301 to the call center device 201 (step S290). The recording control unit 204 also stores the received recording data in the recording file 207. After transmitting the recording data, the telephone control unit 302 of operator B, like operator A (see step S280), records it in the recording information 410 of the database 208 (step S300). At this time, the value recorded in the speaker type 413 is "operator B".

[0033] As shown in FIG. 5A, for example, when an operator A checks a recorded call, the operator A's computer 301 transmits a recorded call confirmation request to the screen control unit 206 of the call center device 201 (step S310). The recorded call confirmation request can include, for example, a query (the person who made the call (subjective condition), the time when the call was made (time requirement), the recording start time, etc., or no condition) for narrowing down the recorded calls to be played back. The screen control unit 206 accesses the database 208 to read out the call information 420. At this time, the call information 420 corresponding to the query may be read out. When the screen control unit 206 transmits a list of the read out call information 420 to the operator A's computer 301, the operator A's computer 301 displays the list of the received call information 420 on the screen (step S315).

[0034] The operator A operates the input unit of the computer 301 to specify a specific call from the list displayed on the screen (step S320). For example, the call can be specified by selecting a call ID. Then, the screen control unit 206 accesses the database 208, refers to the call information 420 using the call ID specified by the computer 301 of the operator A as a key, and collects all the corresponding recording information 410 (step S325). Specifically, the screen control unit 206 collects all the recording information 410 having the call ID 414 that matches the key call ID. In addition, the screen control unit 206 controls the collected recording information 410 so that the speaker type can be displayed on the computer 301 of the operator A (step S326). Specifically, the screen control unit 206 causes the computer 301 of the operator A to display a screen that allows the speaker classified by the speaker type 413 to be selected as a playback target in the recording data indicated by the collected recording information 410. It should be noted that operator A's computer 301 can also play back recorded data without distinguishing the speaker.

[0035] 5B, operator A's computer 301 can select the desired recording information 410 from the recording information 410 displayed in the speaker type display and start recording and playback (step S330). Then, the extension control unit 205, in accordance with the operation of operator A's computer 301, retrieves the corresponding recording data from the recording file 207 (all one-channel audio (right channel audio)) (step S335) and transmits it to operator A's computer 301. When operator A's computer 301 receives the recording data, it plays back all one-channel audio (right channel audio) in accordance with the recording start time (step S336). This allows the voice exchange during the call to be heard in the same chronological order.

[0036] The operator A can operate the screen controlled by the screen control unit 206 to deselect a speaker classified by a specific speaker type 413 for the recording data to be played back (step S340). Then, the extension control unit 335 performs a mute process according to the operation of the operator A (step S345). Specifically, the extension control unit 335 reads the recording file 207 and mutes (silences) the recording data portion of the deselected speaker among the recording data to be played back. The extension control unit 335 transmits the muted recording data to the computer 301 of the operator A. The computer 301 of the operator A receives the muted recording data and can selectively record and play back (step S346). Specifically, the recording and playback can be performed with the voice of the deselected speaker cut out. This makes it possible to listen to only the necessary voices even when there are multiple speakers in a three-way call or the like.

[0037] [effect] According to this embodiment, recording is performed on each transmitting side and recording file 207 is managed, so that recording data and recording file 207 can be used easily without the need for mirroring settings or complex network design. In addition, when playing back the call, the call is recreated based on the call ID and the time of recording. This allows the call center user to listen to the call only, or the operator to listen only, and in the case of a three-way call, each speaker's voice is independent, so it is possible to listen to each person individually. In this way, the call center system 1 can easily manage calls.

[0038] [Relationship to the claims] The call center device 201 corresponds to the "processing device" in the claims. The computer 301 used by the operator and the information processing devices used by the people involved in providing the call center service (eg, supervisors, engineers) each correspond to the "first device" in the claims. The call ID of the call specified by the operator in step S320 corresponds to the "first call identification information" in the claims. The screen control unit 206 corresponds to a "first processing unit" in the claims. The sound recording data acquired in step S335 corresponds to the "first sound recording data" in the claims. The extension control unit 205 corresponds to the "second processing unit" in the claims. Operator A, computer 301 used by operator A, and the recorded data recorded by computer 301 used by operator A (step S170) correspond to the "first operator," the "second device," and the "second recorded data" in the claims, respectively. Operator B, computer 301 used by operator B, and the recorded data recorded by computer 301 used by operator B (step S210) correspond to the “second operator,” the “third device,” and the “third recorded data” in the claims, respectively. The call center user and the recorded data recorded by the call center device 201 (step S180) correspond to the "user" and the "fourth recorded data" in the claims, respectively. The one-channel sound (right channel sound) corresponds to the "first channel sound" in the claims. The recording start time corresponds to the "time information" in the claims.

[0039] [Variations] (a): The present invention is not limited to application to call center services, but is also applicable to contact center services. (b): The information processing device that plays back the recorded data is not limited to the computer 301 used by the operator, but may be, for example, an information processing device used by a person involved in providing call center services or contact center services (e.g., a supervisor or an engineer). In other words, it may be an information processing device used by a person other than the speaker who makes the call to be recorded. (c) The present invention is not limited to two-party or three-party calls, but can also be applied to calls with four or more parties.

[0040] (d): The above-mentioned invention-specific features can be combined as appropriate. (e): Means that can be implemented in software can be implemented in hardware, and means that can be implemented in hardware can be implemented in software. [Explanation of symbols]

[0041] 1. Call Center System 101 External telephone 102 Telecommunications Carriers 201 Call center equipment 202 External line control unit 203 Call Reception Department 204 Recording Control Unit 205 Internal Line Control Unit 206 Screen control section 207 Recording files 208 Database 301 Computer 302 Telephone Control Unit 401 Database Configuration 410 Recording Information 411 Recording start time 412 Recording end time 413 Speaker Type 414 Call ID 415 Recording file name 420 Call Information 421 Call start time 422 Call End Time 423 Call ID

Claims

1. A processing device comprising: a first processing unit that receives first call identification information from the first device; a second processing unit that transmits first recorded data of a call identified by the first call identification information to the first device; The first recording data is a combination of second recorded data of the first channel voice of the first operator recorded by the second device, third recorded data of the first channel voice of the second operator recorded by the third device, and fourth recorded data of the first channel voice of the user recorded by the processing device; The second sound recording data, the third sound recording data, and the fourth sound recording data have synchronized time information. A processing device comprising:

2. The second processing unit is transmitting, to the first device, the first recorded data in which a speaker selected by the first device from among the first operator, the second operator, and the user is muted; 2. The processing device according to claim 1 .

3. A program for causing a computer to function as a processing device, The computer, a first processor for receiving first call identification information from the first device; a second processing unit that transmits first recorded data of a call identified by the first call identification information to the first device; The first recording data is a combination of second recorded data of the first channel voice of the first operator recorded by the second device, third recorded data of the first channel voice of the second operator recorded by the third device, and fourth recorded data of the first channel voice of the user recorded by the processing device; The second sound recording data, the third sound recording data, and the fourth sound recording data have synchronized time information. A program characterized by:

4. A processing method in a processing device, comprising: The processing device includes: A first step of receiving first call identification information from a first device; a second step of transmitting first recording data of a call identified by the first call identification information to the first device; The first recording data is a combination of second recorded data of the first channel voice of the first operator recorded by the second device, third recorded data of the first channel voice of the second operator recorded by the third device, and fourth recorded data of the first channel voice of the user recorded by the processing device; The second sound recording data, the third sound recording data, and the fourth sound recording data have synchronized time information. A processing method comprising:

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