Processing system, processing method, call recording device, and processing program

Abstract

To provide a processing system, a processing method, a call recording device, and a processing program capable of efficiently using a storage device capacity as compared with a case where a plurality of call recording devices are prepared and the same recording information is held in all the recording devices.SOLUTION: A plurality of call recording devices 20 each including a call recording function part 22 for recording a call and a score calculation function part 24 for calculating a priority score for determining whether or not to execute recording by the call recording function part 22 are provided, and when the number of other call recording devices 20 for which a priority score larger than a priority score calculated by each score calculation function part 24 is calculated is a predetermined number or more, each call recording function part 22 of the plurality of call recording devices 20 stops recording the call.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a processing system, a processing method, a call recording device, and a processing program for recording customer call voices in a call center system. [Background technology]

[0002] Patent Document 1 discloses a packet logging system that includes a first log storage unit that extracts VoIP packets from data received via a switching hub that relays IP telephone connections and temporarily stores the VoIP packets in a first temporary DB, a first packet extraction unit that extracts signaling packets from the VoIP packets, a second packet extraction unit that determines voice stream information from the signaling packets and extracts the voice stream packets from a first storage device, and a log storage unit that associates the extracted signaling packets with the voice stream packets and stores them in a second storage device for each session. That is, Patent Document 1 describes a call center system in which all calls made using IP telephones used by operators are recorded regardless of the content or importance of the calls. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2005-223594 Summary of the Invention [Problem to be solved by the invention]

[0004] In call center systems, when operators make calls using IP phones, they may use a recording device that hooks and records sound data in a VoIP environment. In this case, the recording device records all calls made using the IP phone used by the operator, regardless of the content or importance of the call. When recording all calls in this way, to ensure fault tolerance, it is possible to prepare multiple call recording devices and store the recorded information on each device, so that the recorded information can be maintained even if one call recording device fails.

[0005] However, simply providing a plurality of call recording devices and storing the same recorded information in all of the recording devices would not allow efficient use of storage capacity.

[0006] The present invention has been made in consideration of the above facts, and aims to provide a processing system, processing method, call recording device, and processing program that can utilize storage capacity more efficiently than when multiple call recording devices are prepared and the same recording information is stored in all recording devices. [Means for solving the problem]

[0007] The processing system according to the first aspect includes a plurality of call recording devices, each of which has a recording processing unit that records a call and a calculation processing unit that calculates a predetermined score to determine whether or not the recording processing unit should perform recording, and each of the recording processing units of the plurality of call recording devices stops recording the call based on the score calculated by the calculation processing unit of the plurality of call recording devices.

[0008] In addition, the processing method according to the second aspect is a processing method for a processing system having a plurality of call recording devices, each of which has a recording processing unit that records a call and a calculation processing unit that calculates a predetermined score for determining whether or not recording should be performed by the recording processing unit, and is characterized in that the method executes the steps of: calculating the score by the calculation processing unit of each of the plurality of call recording devices and notifying the other call recording devices; and stopping the recording of the call by the recording processing unit based on the score calculated by the calculation processing unit of each of the plurality of call recording devices.

[0009] In addition, the call recording device according to the third aspect comprises a recording processing unit that records a call, and a calculation processing unit that calculates a predetermined score to determine whether or not the recording processing unit should perform recording, and is characterized in that the recording processing unit stops recording the call based on the score calculated by the calculation processing unit and the scores of other call recording devices.

[0010] A processing program according to a fourth aspect causes a computer to function as the recording processing unit and the calculation processing unit of the call recording device according to the third aspect.

[0011] Furthermore, the processing method according to the fifth aspect is a processing method for a call recording device that includes a recording processing unit that records a call and a calculation processing unit that calculates a predetermined score for determining whether or not the recording processing unit will perform recording, and is characterized in that it executes the steps of: calculating the score by the calculation processing unit and notifying other call recording devices; and stopping the recording of the call by the recording processing unit based on the score calculated by the calculation processing unit and the score of the other call recording device. [Effects of the Invention]

[0012] According to the present invention, a processing system, processing method, call recording device, and processing program can be provided that can utilize storage capacity more efficiently than when multiple call recording devices are prepared and the same recording information is stored in all recording devices. [Brief explanation of the drawings]

[0013] [Figure 1] 1 is a diagram showing a schematic configuration of a call center system according to an embodiment of the present invention; [Figure 2] 1 is a block diagram showing a schematic configuration of a call recording device; [Figure 3] 10 is a flowchart showing an example of the flow of processing performed in the call center system according to the present embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0014] Hereinafter, this embodiment will be described with reference to the drawings. In this embodiment, an example in which a call center system is applied as a processing system will be described. Fig. 1 is a diagram showing a schematic configuration of the call center system according to this embodiment.

[0015] A call center system 10 according to this embodiment is installed in a call center that provides support services to customers via telephone. As shown in Fig. 1, the call center system 10 includes an IP telephone terminal 12, a gateway device 14, and multiple call recording devices 20, each of which is connected to a network 28 such as a LAN (Local Area Network).

[0016] In the call center system 10 according to this embodiment, multiple call recording devices 20 are provided, each storing recorded information, so that recorded information can be maintained even if one call recording device 20 fails. Note that while Fig. 1 shows an example in which three call recording devices 20 are provided, the number is not limited to three, and may be two, four, or more.

[0017] The IP telephone terminal 12 is used by a call center operator for calls and is a telephone terminal connected to an Internet line. The IP telephone terminal 12 has functions such as a speaker that plays back audio information input from a customer terminal or the like via the gateway device 14, and a microphone that inputs the operator's voice, etc., in order to make calls to a customer telephone terminal 18 connected to a communication network 16 such as a public line network or the Internet. The IP telephone terminal 12 may be, for example, a telephone with predetermined functions, or a terminal such as a personal computer that can make calls.

[0018] Gateway device 14 receives an incoming call from customer telephone terminal 18 and relays it to IP telephone terminal 12 used by a call center operator. In detail, gateway device 14 performs processing to connect a first line (e.g., a communication line network 16 such as a public line network) connected to customer telephone terminal 18 and a second line (e.g., a LAN) to which IP telephone terminal 12 in call center system 10 is connected. Gateway device 14, for example, converts between the protocol of the first line connected to customer telephone terminal 18 and the protocol of the second line in call center system 10, and converts signals from the first line connected to customer telephone terminal 18 to the second line in call center system 10, and signals from the second line in call center system 10 to the first line connected to customer telephone terminal 18, so as to be compatible with the destination line.

[0019] Each of the multiple call recording devices 20 hooks onto calls made to IP telephone terminals 12 used by call center operators, records the calls, and stores them. By providing multiple call recording devices 20, recorded information can be maintained even if one call recording device breaks down.

[0020] Each of the multiple call recording devices 20 is implemented as a server with a general computer configuration, as shown in Fig. 2. That is, the call recording device 20 includes a CPU (Central Processing Unit) 20A, a ROM (Read Only Memory) 20B, a RAM (Random Access Memory) 20C, a storage 20D, and a communication I / F (Interface) unit 20E.

[0021] The CPU 20A controls the overall operation of the call recording device 20. The ROM 20B stores various control programs, various parameters, etc. in advance. The RAM 20C is used as a work area when the CPU 20A executes various programs. The storage 20D stores various data and programs including processing programs. The communication I / F unit 20E is connectable to external devices and transmits and receives various data to and from external devices. The above-mentioned units of the call recording device 20 are electrically connected to each other via a system bus 20F.

[0022] The call recording device 20 configured in this manner has the following functions by the CPU 20A expanding the program stored in the ROM 20B into the RAM 20C and executing it: That is, as shown in Figure 1, the call recording device 20 has the functions of a call recording function unit 22 as an example of a recording processing unit, a score calculation function unit 24 as an example of a calculation processing unit, and a recorded information storage device 26 as an example of a storage device.

[0023] The call recording function unit 22 detects a call on the IP telephone terminal 12, acquires data transmitted and received by the IP telephone terminal 12, and performs a recording process to record the call. In detail, it acquires RTP (Real-time Transport Protocol) packets as data transmitted and received between the IP telephone terminal and the customer telephone terminal 18, and performs a recording process.

[0024] The score calculation function unit 24 calculates a priority score for the call recording process in each call recording device 20 as a predetermined score for determining whether or not recording should be performed by the call recording function unit 22, and notifies the other call recording devices 20. Examples of the priority score include the free space in the recorded information storage device 26 of the call recording device 20, the reciprocal of the number of stored recorded information, the number of free recording resources, or the elapsed time since the last recording process was performed.

[0025] The recorded information storage device 26 stores the transmitted and received data acquired by the call recording function unit 22 as recorded information.

[0026] The call center system 10 according to this embodiment includes a plurality of call recording devices 20 as described above, and if the same recording information is stored in all of the call recording devices 20, the storage capacity cannot be used efficiently.

[0027] Therefore, in the call center system 10 of this embodiment, the call recording function unit 22 is configured to stop recording the call based on the priority score calculated by each score calculation function unit 24 of the multiple call recording devices 20.

[0028] Specifically, when the number of other call recording devices 20 for which a priority score higher than the priority score calculated by the score calculation function unit 24 of each of the call recording function units 22 of the plurality of call recording devices 20 is equal to or greater than a predetermined number, the call recording function unit 22 of each of the call recording devices 20 stops recording the call and discards the recorded information. In other words, the recorded information is retained only in the predetermined number of call recording devices 20.

[0029] This prevents unnecessary recording information from being stored, allowing for efficient use of storage capacity.

[0030] Each call recording device 20 may stop recording a call if its own priority score is equal to or less than a predetermined threshold and there is another call recording device 20 whose priority score exceeds the threshold.

[0031] Next, specific processing performed in the call center system 10 according to this embodiment configured as described above will be described. Fig. 3 is a flowchart showing an example of the flow of processing performed in the call center system 10 according to this embodiment. The processing in Fig. 3 starts, for example, when the gateway device 14 receives an incoming call from the customer telephone terminal 18 via the communication line network 16.

[0032] In step 100, the gateway device 14 detects an incoming call to the call center from the customer telephone terminal 18, and the process proceeds to step .

[0033] In step 102 , the gateway device 14 notifies the IP telephone terminal 12 used by the operator of the incoming call, and the process proceeds to step 104 .

[0034] In step 104, the IP telephone terminal 12 answers the incoming call, starts a call, and the process proceeds to step .

[0035] In step 106, the call recording function unit 22 of the call recording device 20 detects the call on the IP telephone terminal 12 and starts recording, and the process proceeds to step 108.

[0036] In step 108, the score calculation function unit 24 of the call recording device 20 calculates a priority score for the started recording process, notifies each call recording device 20 of the result, and proceeds to step 110. For example, the score calculation function unit 24 calculates information such as the free space in the recorded information storage device 26 of the call recording device 20, the reciprocal of the amount of stored recorded information, the number of free recording resources, or the elapsed time since the last recording process was performed. Then, the calculated priority score is notified to the other call recording devices 20.

[0037] In step 110, when each call recording device 20 receives notification of a priority score from a call recording device 20 other than itself, it associates the call recording device name and priority score with the recording information, records them in the recording information storage device 26, and proceeds to step 112.

[0038] In step 112, the score calculation function unit 24 determines whether there are a predetermined number of call recording devices 20 that have notified the score higher than the score of the score calculation function unit 24. If the determination is affirmative, the process proceeds to step 114, and if the determination is negative, the process proceeds to step 116.

[0039] In step 114, the score calculation function unit 24 of the call recording device 20 instructs the call recording function unit 22 to stop the recording process, discard the recorded information, and end the series of processes. As a result, the recorded information is saved only in the predetermined number of call recording devices 20.

[0040] On the other hand, in step 116, the call recording function unit 22 of the call recording device 20 detects the end of the call on the IP telephone terminal 12, ends the call recording process, and proceeds to step 118.

[0041] In step 118, the call recording function unit 22 of the call recording device 20 stores the recorded information of the call of the IP telephone terminal 12 in the recorded information storage device 26, and the series of processes ends.

[0042] By performing processing in this manner, in the call center system 10 of this embodiment, when multiple call recording devices are prepared, recorded information is stored only in a predetermined number of recording devices that have been set up in advance, allowing for efficient use of storage capacity.

[0043] In the above embodiment, the processes performed by each unit of the call center system 10 have been described as processes performed by software by executing a program, but they may also be processes performed by hardware, or processes that combine both software and hardware.

[0044] Furthermore, the present invention is not limited to the above, and it goes without saying that various modifications can be made without departing from the spirit of the present invention.

[0045] The following additional notes are provided regarding the above-described embodiments. <Appendix 1> A plurality of call recording devices are provided, each of which includes a recording processing unit that records a call and a calculation processing unit that calculates a predetermined score for determining whether or not the recording processing unit should perform recording; A processing system characterized in that the recording processing unit of each of the plurality of call recording devices stops recording the call based on the score calculated by the calculation processing unit of the plurality of call recording devices.

[0046] <Appendix 2> The processing system described in Appendix 1, characterized in that the recording processing unit of each of the multiple call recording devices stops recording the call when the number of other call recording devices that have calculated a score higher than the score calculated by each of the calculation processing units is equal to or greater than a predetermined number.

[0047] <Appendix 3> A call recording device as described in Appendix 1 or Appendix 2, wherein the score is information on the free space of a storage device that stores calls as recording information, the reciprocal of the number of recorded information stored, the number of free recording resources, or the elapsed time since the last recording was performed by the recording processing unit.

[0048] <Appendix 4> A processing method for a processing system including a plurality of call recording devices, each of which includes a recording processing unit that records a call and a calculation processing unit that calculates a predetermined score for determining whether or not to execute recording by the recording processing unit, calculating the score by the calculation processing unit of each of the plurality of call recording devices and notifying the score to the other call recording devices; the recording processing unit stopping recording of the call based on the score calculated by the calculation processing unit of each of the plurality of call recording devices; A processing method characterized by carrying out the above.

[0049] <Appendix 5> a recording processor for recording calls; a calculation processing unit that calculates a predetermined score for determining whether or not the recording processing unit should perform recording; Equipped with The call recording device, wherein the recording processing unit stops recording the call based on the score calculated by the calculation processing unit and the scores of other call recording devices.

[0050] <Appendix 6> The call recording device described in Appendix 5, characterized in that the recording processing unit stops recording the call when the number of call recording devices that have calculated a score greater than the score calculated by the calculation processing unit is equal to or greater than a predetermined number.

[0051] <Appendix 7> A call recording device as described in Appendix 5 or Appendix 6, wherein the score is information on the free space of a storage device that stores calls as recorded information, the reciprocal of the number of recorded information stored, the number of free recording resources, or the elapsed time since the last recording was performed by the recording processing unit.

[0052] <Appendix 8> A processing program for causing a computer to function as the recording processing unit and the calculation processing unit of the call recording device according to any one of Supplementary Notes 5 to 7.

[0053] <Appendix 9> A processing method for a call recording device including a recording processing unit that records a call, and a calculation processing unit that calculates a predetermined score for determining whether or not to execute recording by the recording processing unit, comprising: calculating the score by the calculation processing unit and notifying the score to the other call recording devices; the recording processing unit stopping recording of the call based on the score calculated by the calculation processing unit and the score of the other call recording device; A processing method characterized by carrying out the above. [Explanation of symbols]

[0054] 10. Call Center System 12 IP telephone terminals 28 Customer telephone terminal 20. Call Recording Device 22 Call recording function unit 24 Score calculation function unit 26 Recorded information storage device

Claims

1. A plurality of call recording devices are provided, each of which includes a recording processing unit that records a call and a calculation processing unit that calculates a predetermined score for determining whether or not the recording processing unit should perform recording; A processing system characterized in that the recording processing unit of each of the plurality of call recording devices stops recording the call based on the score calculated by the calculation processing unit of the plurality of call recording devices.

2. The processing system described in claim 1, characterized in that the recording processing unit of each of the multiple call recording devices stops recording calls when the number of other call recording devices that have calculated a score higher than the score calculated by each of the calculation processing units is equal to or greater than a predetermined number.

3. The processing system described in claim 1, wherein the score is information on the free space of a storage device that stores calls as recorded information, the inverse of the number of recorded information stored, the number of free recording resources, or the elapsed time since the last recording was performed by the recording processing unit.

4. A processing method for a processing system including a plurality of call recording devices, each of which includes a recording processing unit that records a call and a calculation processing unit that calculates a predetermined score for determining whether or not to execute recording by the recording processing unit, calculating the score by the calculation processing unit of each of the plurality of call recording devices and notifying the score to the other call recording devices; the recording processing unit stopping recording of the call based on the score calculated by the calculation processing unit of each of the plurality of call recording devices; A processing method characterized by carrying out the above.

5. a recording processor for recording calls; a calculation processing unit that calculates a predetermined score for determining whether or not the recording processing unit should perform recording; Equipped with The call recording device, wherein the recording processing unit stops recording the call based on the score calculated by the calculation processing unit and the scores of other call recording devices.

6. The call recording device according to claim 5, characterized in that the recording processing unit stops recording the call when the number of call recording devices for which the score calculated by the calculation processing unit is greater than or equal to a predetermined number.

7. The call recording device of claim 5, wherein the score is information on the free space of a storage device that stores calls as recording information, the inverse of the number of stored recording information, the number of free recording resources, or the elapsed time since the last recording was performed by the recording processing unit.

8. A processing program for causing a computer to function as the recording processing unit and the calculation processing unit of the call recording device according to claim 5.

9. A processing method for a call recording device including a recording processing unit that records a call, and a calculation processing unit that calculates a predetermined score for determining whether or not to execute recording by the recording processing unit, comprising: calculating the score by the calculation processing unit and notifying the score to the other call recording devices; the recording processing unit stopping recording of the call based on the score calculated by the calculation processing unit and the score of the other call recording device; A processing method characterized by carrying out the above.

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