Information processing device, program and method

Abstract

To provide an information processing device that eliminates the need for manual control of call status. [Solution] An information processing device provided in an exchange device that transfers calls from an outside line calling terminal to an internal line terminal includes a voice sending unit that sends a predetermined voice to the calling party when a call from an outside line arrives, and a judgment unit that determines whether to disconnect the call based on the speech received from the calling party after sending the predetermined voice, and when the judgment unit determines that the call should be disconnected, it causes the exchange device to perform a disconnection process to disconnect the call.

Description

[Technical Field]

[0001] The present invention relates to an information processing device, a program and a method, and more particularly to an information processing device, a program and a method in an exchange such as an automatic exchange connected to a telephone line. [Background technology]

[0002] In a conventional outbound campaign system using a line network, such as the technology described in Patent Document 1, an automatic call-generating device on the outbound call side automatically calls based on a telephone number pre-stored in a memory unit, and an audio stream connection device performs frequency analysis on the audio stream from the called side obtained in response to the automatic call, then determines the duration of the audio interruption, and determines whether the call is busy or whether it is a fax based on the results of the frequency analysis and the duration determination. Each audio packet in the audio stream is checked for the presence or absence of audio and patterned, and based on the obtained pattern and a pattern pre-stored in a memory unit, determines whether it is an answering machine or a talkie. In this conventional technology, a control is performed to determine whether the called party is human or non-human based on the results of these determinations. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2006-345181 Summary of the Invention [Problem to be solved by the invention]

[0004] Previously, the outbound caller (calling party) had to identify whether the call recipient was a person or a machine (such as an answering machine). If the call recipient was determined to be a person, the outbound caller would connect the call recipient to an operator.

[0005] On the other hand, the receiving side (called side) is required to determine whether the calling side (calling side) is a person or an automated voice machine such as an outbound call.

[0006] Therefore, the present invention aims to provide an information processing device that can eliminate the need for the called terminal to answer a robocall when transferring a call from an outside line to an internal line in order to eliminate the reception of outbound calls with automated voices (such as opinion polls) if the calling terminal is an automated voice machine (also known as a robocall). [Means for solving the problem]

[0007] The information processing device of the present invention is an information processing device provided in an exchange device that transfers calls from an outside line calling terminal to an internal line terminal, and is characterized in that it comprises a voice sending unit that sends a predetermined voice to the calling side when a call from an outside line arrives, and a judgment unit that judges whether or not to disconnect the call based on the speech received from the calling side after sending the predetermined voice, and when the judgment unit judges that the call should be disconnected, it causes the exchange device to perform a disconnection process to disconnect the call.

[0008] The program of the present invention is a program that causes a computer installed in an information processing device provided in an exchange device that transfers calls from an outside line calling terminal to an internal terminal to function as a voice sending unit that sends a predetermined voice to the calling party when a call from an outside line arrives, and as a judgment unit that determines whether or not to disconnect the call based on the speech received from the calling party after the predetermined voice has been sent, and that causes the exchange device to cause the judgment unit to perform a disconnection process to disconnect the call when the judgment unit determines that the call should be disconnected.

[0009] The method of the present invention is a processing method in an information processing device provided in an exchange device that transfers calls from an outside line calling terminal to an internal line terminal, and is characterized by including a voice sending step of sending a predetermined voice to the calling side when a call from an outside line arrives, a determination step of determining whether or not to disconnect the call based on the speech received from the calling side after sending the predetermined voice, and a disconnection processing step in which the determination unit causes the exchange device to disconnect the call when it determines that the call should be disconnected. [Effects of the Invention]

[0010] According to the present invention, the receiving party (called party) can determine whether the other party (caller) is a person or an automated voice machine, and if the caller is an automated voice machine (also called a robocall), a predetermined guidance message is played and then the telephone line is disconnected and released, and if the caller is a person, the call is connected to the extension terminal to which the call is forwarded, thereby improving convenience. [Brief explanation of the drawings]

[0011] [Figure 1] 1 is a schematic explanatory diagram illustrating an example of the configuration of a private branch exchange system including a main unit including an information processing device according to an embodiment of the present invention; [Figure 2] 1 is an example showing an outline of an extension table of registered extension terminals stored in a storage unit of a main device including an information processing device according to an embodiment of the present invention. [Figure 3] 10 is a flowchart showing an operation procedure of a main unit that includes an information processing device in the private branch exchange system of the present embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0012] A main unit 10 incorporating an information processing device 11 according to an embodiment of the present invention will be described below with reference to the drawings. However, the present invention is not limited to the following embodiment.

[0013] 1 is a schematic diagram illustrating an example of the configuration of a private branch exchange system including a main unit 10 including an information processing device 11 according to this embodiment. This private branch exchange system is, as an example, an on-premise private branch exchange system that is installed and operated within the premises of a facility.

[0014] (Example) (Configuration explanation) 1 is a schematic diagram illustrating an example of the configuration of a private branch exchange system including a main unit 10 equipped with an information processing device 11 according to this embodiment. The private branch exchange system is composed of the main unit 10 (private branch exchange device) and a plurality of internal terminals INT communicably accommodated therein.

[0015] (Main device 10) The main unit 10 has an internal line function unit ISL, an external line function unit OSL, a main control unit CCU, a switch circuit unit SW, and an information processing device 11. The main unit 10 executes processing (call control) related to calls between a calling terminal 50 from an external network and an internal line terminal INT, and calls between the internal line terminals INT. The information processing device 11 is a device unit equipped with an automatic call guidance function unit that automatically answers calls mainly from the calling terminal 50 from an external line using a prepared scenario.

[0016] The internal line function unit ISL is an internal line interface section and accommodates an internal line terminal INT. Although not shown, the internal line terminal INT includes a general-purpose telephone, a multi-function telephone, and a wireless terminal such as an in-house PHS terminal connected via a wireless base station.

[0017] The external line function unit OSL is an external line interface section, and accommodates one or more external lines (hereinafter simply referred to as telephone lines) that are telephone lines such as an office line (analog two-wire type) connected to a line network, an integrated digital communication line, an Internet protocol line, etc. The external line function unit OSL has the function of connecting the line network and the main unit 10 (extension function unit ISL, extension terminal INT) via the telephone line.

[0018] The main control unit CCU is a type of computer device that is connected to the internal line function unit ISL, external line function unit OSL, switch circuit unit SW, etc. and controls the entire main device. Although not shown, it includes a CPU (Central Processing Unit) interconnected by a bus, and a memory unit MOM such as RAM (Random Access Memory), HDD (Hard Disk Drive), or SSD (Solid State Drive), and is configured so that the CPU controls the multiple functional units installed in accordance with the program stored in the memory unit MOM.

[0019] The switch circuit unit SW is connected between the outside line function unit OSL and the inside line function unit ISL, and under the control of the main control unit CCU, connects speech paths (send path, receive path) between the telephone line and each of the inside line terminals INT, or disconnects connected speech paths.

[0020] The memory unit MOM of the main control unit CCU stores an extension table TB, which is used by the main unit 10 to connect communication paths between extension terminals INT and between extension and outside lines, and to monitor the status of the extension terminals INT.

[0021] 2 is an example showing an overview of an extension table TB of registered extension terminals stored in the memory unit MOM of the main unit 10. The extension table TB stores, in association with each extension number, predetermined information such as accommodation location information in which each extension terminal INT is indicated by a unique number, terminal type information indicating whether the extension terminal INT is a telephone terminal, operation mode information such as normal mode, usage status information such as whether the extension terminal INT is free / busy as usage status, and registered information such as telephone numbers (extension numbers) assigned to the extension terminal INT, department information, and person-in-charge information.

[0022] (Information processing device 11 of main device 10) 1, the information processing device 11 of the main device 10 includes a microprocessor MPU (Micro Processing Unit) including an interface with the main control unit CCU, RAM, and a storage device 12 such as an HDD or SSD, all of which are interconnected by a bus (not shown). Note that some or all of the functions of the microprocessor MPU may be realized by hardware such as a DSP, ASIC, or FPGA.

[0023] The storage device 12 stores a plurality of programs including a control program executed by the microprocessor MPU. The microprocessor MPU reads out and executes the control program from the storage device 12, thereby performing the following: (1) A voice transmission unit 13 (a received voice analysis unit VAF, a text conversion unit TXC, a conversation function unit CVF), and (2) Functions as a determination unit 14 (received voice analysis unit VAF, text conversion unit TXC, sentence comparison unit COM).

[0024] (1: Audio transmission unit 13) The voice sending unit 13 analyzes the received voice of an incoming call, for example, from an outside line calling terminal 50 (outside line function unit OSL) using the received voice analysis unit VAF, sends the result to the text conversion unit TXC, which converts it to text and sends the resulting received voice text data to the conversation function unit CVF. The conversation function unit CVF generates an automatic response message based on the received voice text data and a scenario that indicates the procedure for processing an incoming call and is stored in a scenario database (not shown), and sends the response message (automatic call incoming guidance) to the outside line calling terminal 50 via the outside line function unit OSL.

[0025] For example, the voice sending unit 13 sends a first example of a specific voice / text to the outside call terminal 50, such as "This is xxxxx. Please repeat xxxxx." (xxxxx = registered company name, etc.) to indicate a request for a repeat. For example, a second example of a predetermined text may be "Thank you for calling. We are currently running a "Nico Nico" campaign, so we apologize for the inconvenience, but after the beep, please say "Nico Nico."" to indicate a request for a repeat. In this way, the voice sending unit 13 sends a predetermined voice to the caller when an outside call is received. The number of times the guidance prompting a repeat, which is the predetermined text, is sent and the number of times it is confirmed can be changed by changing the settings.

[0026] Furthermore, the voice transmission unit 13 executes the part of the second example of the predetermined phrase, "Thank you for calling. We are currently running a campaign," as a preliminary conversation with the calling party before transmitting the predetermined voice, using the conversation function unit CVF. In this way, the preliminary conversation function of the conversation function unit CVF can reduce the discomfort of the call to the caller, even when receiving a call from a human caller.

[0027] (2: Judgment section 14) After the voice transmitting unit 13 transmits the predetermined voice, the determining unit 14 determines whether or not to disconnect the call from the calling terminal 50 based on the speech received from the calling terminal 50 on the calling side.

[0028] The determination unit 14 determines whether or not a speech received from the calling side via the outside line function unit OSL includes the predetermined phrase. The determination unit 14 analyzes the speech received from the outside line calling terminal 50 using the received speech analysis unit VAF, sends the result to the text conversion unit TXC, which converts the result into text, and sends the resulting received speech text data to the phrase comparison unit COM. The phrase comparison unit COM compares the received speech text data with the predetermined phrase, and if the received speech text data contains a perfect match for the predetermined phrase, or if there is a certain degree of phrase match using a threshold, the determination unit 14 determines not to disconnect the call from the calling terminal 50. More specifically, the phrase comparison unit COM may make the determination by calculating the Levenshtein distance between the predetermined phrase and a character string obtained by extracting the number of characters in the character string of the predetermined phrase from the received speech text data. The text comparison unit COM may make a determination by comparing a plurality of text strings obtained by varying the start position of the text extraction from the beginning to the end of the sentence with the predetermined text string, and further comparing the maximum Levenshtein distance among the text strings with a threshold value. Otherwise, the determination unit 14 determines that the calling terminal 50 is a robocall and determines to disconnect the call from the calling terminal 50.

[0029] Next, when it is determined that the call from the calling terminal 50 should be disconnected, the determining unit 14 performs disconnection processing to disconnect the call from the calling terminal 50 (causing the outside line function unit OSL to disconnect via the main unit 10).

[0030] Furthermore, if no speech is received from the calling side within a certain period of time after the transmission of a predetermined voice, the decision unit 14 decides whether to disconnect the call from the calling terminal 50, and performs disconnection processing.

[0031] On the other hand, when the decision unit 14 decides not to disconnect the call from the calling terminal 50, it performs a transfer process to transfer the call to a predetermined extension terminal INT (connecting the incoming call to the extension function unit ISL via the main unit 10).

[0032] (Explanation of operation) The operation of main unit 10 incorporating information processing device 11 will be described with reference to the flowchart shown in FIG.

[0033] First, in step S1, the information processing device 11 is placed in a standby state together with the main device 10. That is, the main device 10 is placed in a state of waiting for an incoming call from a telephone line or an extension terminal, or waiting for an outgoing call from an extension terminal.

[0034] Next, in step S2, the information processing device 11 waits for an incoming call from the telephone line (external line). If there is no incoming call from the telephone line (external line) (step S2: N), the call is from an extension terminal, so the extension function unit ISL answers the call and proceeds to a transfer step (step S8) described later.

[0035] When an incoming call occurs from the telephone line (step S2: Y), in step S3, the information processing device 11 responds with the outside line function unit OSL (loop closure: incoming call).

[0036] In step S4, the information processing device 11 connects the sending path for the telephone line to the voice sending unit 13 and also connects the receiving path to the determining unit 14, and the determining unit 14 analyzes the received voice on the sending path.

[0037] In step S5, the voice sending unit 13 of the information processing device 11 sends a predetermined guidance message to the telephone line, such as the first example above, to prompt the user to repeat the message.

[0038] The information processing device 11 waits for input of a repeat voice in response to the sent specified guidance, and in step S6, the judgment unit 14 determines whether a repeat was detected, that is, whether a repeat word was detected as a result of the received voice analysis of the speech from the telephone line (calling terminal 50) using the received voice analysis unit VAF, text conversion unit TXC, and word comparison unit COM, or whether any speech was received from the calling side within a certain period of time after the sent specified voice.

[0039] If the speech repeat message cannot be detected from the speech of the calling terminal 50 or if there is no speech at all (step S6: N), in step S7, the voice transmission unit 13 sends a predetermined guidance (calling terminal 50) to the telephone line (calling terminal 50), and then the determination unit 14 sends a disconnect command to the outside line function unit OSL, causing the outside line function unit OSL to disconnect the telephone line (loop release), and the information processing device 11 returns to the state of step S1. In this way, the information processing device 11 analyzes the presence or absence of the repeated message (step S6). If the repeated message does not match the content of the guidance requesting repetition, it considers it to be a robocall from the calling side, plays a predetermined guidance (e.g., "Since there appears to be no response, we will end the call") using the automatic call guidance function of the voice transmission unit 13, and then disconnects (releases) the connection to the telephone line (step S7). As a result, even when refusing a call from a human caller, the information processing device 11 can reduce the caller's discomfort caused by the call being disconnected.

[0040] On the other hand, if the judgment unit 14 finds that the utterance of the calling terminal 50 matches the content repeated by the voice transmission unit 13 and can detect the utterance repeating text from the utterance (step S6: Y), or if no incoming call occurs from the telephone line (step S2: N), in step S8, the judgment unit 14 determines that the calling terminal 50 is a person, calls the transfer destination specified in the utterance of the calling terminal 50 or the transfer destination extension terminal INT specified by the calling extension terminal, and after the transfer destination responds, connects the telephone line (calling terminal 50) to the transfer destination extension terminal INT.

[0041] Then, in step S9, when the extension function unit ISL detects a disconnection from the extension terminal INT of the transfer destination, or when the outside line function unit OSL detects a disconnection from the telephone line or the extension function unit ISL detects a disconnection from the calling extension terminal, the information processing device 11 disconnects the telephone line (loop release) and returns to the state of step S1. Thereafter, the information processing device 11 maintains a standby state for processing a call from the extension terminal INT under the extension function unit ISL or waiting for an incoming call from the telephone line.

[0042] (Explanation of effect) As described above, according to this embodiment, when a call from an external calling terminal is transferred to an internal line, if the calling terminal is an automated voice machine (robocall), the internal line terminal INT does not have to answer the robocall, which makes it possible to reduce the number of incoming automated voice outbound calls for sales, opinion polls, etc.

[0043] (Variation) In the above embodiment, a method for determining whether a call is made by a person or a robocall has been described, based on a "repeat" request from the information processing device 11 to the calling terminal 50. However, as a modified example, instead of a "repeat" request to the calling terminal 50, the voice sending unit 13 of the information processing device 11 can repeat the speech of the incoming call from the calling terminal 50, send the repeat to the calling terminal 50, and ask the calling terminal 50 whether the repeat was correct or not.

[0044] In a modified example, the voice sending unit 13 sends out a voice as a predetermined voice that includes a question that can be answered with a yes or no based on the utterance received from the outside caller (a simple repeat or a summary of the utterance of the incoming call from the calling terminal 50 using the received voice analysis unit VAF, text conversion unit TXC and conversation function unit CVF, indicating whether it is correct or not), and further, the judgment unit 14 judges whether to disconnect the call from the calling terminal 50 based on whether it has received an utterance indicating whether it is correct or not from the calling party, and performs the disconnection or connection process depending on the judgment result.

[0045] In a modified example, for example, if the information processing device 11 acquires an utterance from an outside calling terminal 50, "This is an automatically extracted questionnaire for the YYY election. Will you vote for the zzz party, the xx party, or the... political party?...", the voice sending unit 13 uses the received voice analysis unit VAF, the text conversion unit TXC, and the conversation function unit CVF to utter a question to the outside calling terminal 50, asking whether the question is true or false, by summarizing and repeating it, "This is a questionnaire for the YYY election, right?", and receives a call from the calling terminal 50 indicating whether the question is true or false (yes or no, right or wrong, etc.). Furthermore, in another example, if the information processing device 11 acquires an utterance from the calling terminal 50, "Mr. / Ms. △△ in the G5 department, please," the voice sending unit 13 can utter a question to the outside calling terminal 50, asking whether the question is true or false, by summarizing and repeating it, "You mean △△ in the G5 department, right?", and receive a call indicating only whether the question is true or false.

[0046] (Explanation of effect) As described above, according to this modified example, as in the above embodiment, for incoming calls made by robocalls that cannot issue any messages other than those programmed, the call can be disconnected without connecting to the internal terminal INT, freeing up the line, thereby simplifying the response. [Explanation of symbols]

[0047] 10 Main device 11 Information processing equipment 12 Storage device 13 Audio transmission unit 14 Judgment section CVF Conversation Function Unit VAF Received voice analysis unit TXC Text conversion unit COM text comparison section SW Switch circuit unit CCU main control unit MOM storage TB Extension Table

Claims

1. An information processing device provided in an exchange that transfers a call from an outside line calling terminal to an extension line terminal, a voice sending unit for sending a predetermined voice to a calling party when an outside call is received; a determination unit that determines whether to disconnect the call based on a speech received from the calling side after the predetermined speech is transmitted, The information processing device, wherein the determination unit causes the exchange device to perform a disconnection process to disconnect the call when it determines that the call should be disconnected.

2. the voice sending unit sends a voice indicating a desire to repeat a specific phrase as the predetermined voice, The information processing apparatus according to claim 1 , wherein the determination unit determines whether to disconnect the call based on whether a speech including the specific phrase is received from the calling side.

3. the voice sending unit sends, as the predetermined voice, a voice including a question that can be answered with a yes or no answer based on the utterance received from the calling party; The information processing apparatus according to claim 1 , wherein the determination unit determines whether to disconnect the call based on whether a speech indicating success or failure is received from the calling side.

4. 2. The information processing apparatus according to claim 1, wherein the determination unit determines whether to disconnect the call if no speech is received from the calling side within a certain time period after the predetermined voice is sent.

5. 2. The information processing apparatus according to claim 1, wherein the determination unit performs a transfer process for transferring the call to a predetermined extension terminal when it determines not to disconnect the call.

6. 2. The information processing apparatus according to claim 1, wherein the voice transmission unit has a conversation function unit for conducting a preliminary conversation with the calling party before transmitting the predetermined voice.

7. A computer installed in an information processing device provided in an exchange that transfers calls from an outside calling terminal to an extension terminal, a voice sending unit for sending a predetermined voice to a calling party when an outside call is received, a determining unit that determines whether to disconnect the call based on the speech received from the calling side after the predetermined speech is transmitted; a program for causing the exchange device to perform disconnection processing to disconnect the call when the determination unit determines that the call should be disconnected;

8. A processing method in an information processing device provided in an exchange device that transfers a call from an outside line calling terminal to an extension line terminal, comprising: a voice sending step of sending a predetermined voice to a calling party when an outside call is received; a determination step of determining whether or not to disconnect the call based on a speech received from the calling side after the predetermined speech is transmitted; The processing method, wherein the determination unit causes the exchange device to execute a disconnection processing step of disconnecting the call when it determines that the call should be disconnected.

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