JP2024101498A - Call management system, call management device, call management method and call management program - Google Patents

Abstract

To further improve work efficiency.SOLUTION: A call management system has an operator terminal used by an operator conducting business activity for a telephone call object person through a telephone call, and a server for registering telephone call states for each telephone call in a state information database. The operator terminal transmits a voice signal and a memo request signal of the operator including a part specified by operation of the operator during the telephone call to the server, and the server generates memo text data obtained by converting the voice signal in the specified part into a text, and registers the memo text data in the state information database.SELECTED DRAWING: Figure 9

Description

The present invention is suitable for use in call centers and telephone sales departments, for example.

In recent years, in order to increase the efficiency of sales via telephone, the use of automatically acquired CTI (Computer Telephony Integration) information such as call duration and number of calls has increased, and call management systems that record this information in association with inquiry information entered by operators are known (see, for example, Patent Document 1).

This call management system associates the inquiry content entered by the operator after the call is completed with CTI information, making it suitable for checking and analyzing the content later.

JP 2011-61252 A

However, in a system with this configuration, the operator must manually enter the inquiry details after the call is completed, which makes the process complicated and reduces business efficiency.

The present invention has been made to solve these problems, and its purpose is to provide a call management system, a call management device, a call management method, and a call management program that can improve business efficiency.

In order to solve such problems, the call management system of the present invention includes an operator terminal used by an operator who performs business activities by calling a call recipient;
A server that registers a call status in a status information database for each call,
the operator terminal transmits to the server a voice signal of the operator including a portion designated by an operation of the operator during a call and a memo request signal;
The server generates memo text data by converting the specified portion of the voice signal into text, and registers the memo text data in the situation information database.

The call management program of the present invention further comprises:
For computers,
a storage step of storing a status information database that is supplied from an operator terminal used by an operator who performs business activities through calls with the call recipient and that registers the status of each call;
and a registration step of generating memo text data by converting the voice signal of the specified portion into text when an operator's voice signal and a memo request signal including a portion specified by an operator's operation during a call are supplied from the operator terminal, and registering the memo text data in the situation information database.

In the call management method of the present invention,
a storage step of storing a status information database that is supplied from an operator terminal used by an operator who performs business activities through calls with the call recipient and that registers the status of each call;
When an operator's voice signal including a portion designated by an operator's operation during a call and a memo request signal are supplied from the operator terminal, the designated portion of the voice signal is converted into text to generate memo text data, and the memo text data is registered in the situation information database.

Furthermore, in the call management device of the present invention,
a storage unit that stores a status information database that is supplied from an operator terminal used by an operator who performs business activities through calls with the call recipient and that registers the status of each call;
The present invention is characterized in that it comprises a registration unit which, when an operator's voice signal including a portion specified by an operator's operation during a call and a memo request signal are supplied from the operator terminal, generates memo text data by converting the voice signal of the specified portion into text and registers the memo text data in the situation information database.

The present invention can realize a call management system, a call management device, a call management method, and a call management program that can improve business efficiency.

FIG. 1 is a schematic diagram illustrating a configuration of a call management system. FIG. 2 is a block diagram showing a configuration of a server. FIG. 2 is a block diagram showing a configuration of an operator terminal. FIG. 4 is a schematic diagram illustrating an example of a current situation database; FIG. 2 is a schematic diagram illustrating an example of a completed call database; 1 is a schematic diagram illustrating a real-time report screen (1). FIG. 13 is a schematic diagram illustrating a real-time report screen (2). FIG. 11 is a flowchart illustrating a call management process. 11 is a flowchart illustrating a voice memo recording process.

Below, the embodiment of the present invention will be described with reference to the drawings.

<Generating real-time and aggregate reports>
101 in Fig. 1 indicates a call management system as a whole. In the call management system 101, a server 2 and an operator terminal 3 (3A, 3B) are connected via a telecommunication circuit such as the Internet, wirelessly or by wire. The server 2 may be an in-house server installed in a company, or may be a so-called cloud server installed externally, or may be an appropriate combination of an in-house server and a cloud server. The following describes the case where the server 2 is a cloud server.

The call management system 101 may be a so-called telephone sales or telemarketing system that makes calls to designated call targets to sell products or services and schedule appointments, or it may be a service center that responds to questions, or it may be a combination of these.

As shown in FIG. 2, the server 2 is configured such that a control unit 21 consisting of a CPU (Central Processing Unit), ROM (Read Only Memory), and RAM (Random Access Memory) controls the entire server 2 and executes call management processing according to a call management program pre-stored in the ROM. A current status database (hereinafter abbreviated as DB) and a call end DB are stored in the storage unit 25.

As shown in FIG. 3, the operator terminal 3 is configured such that a control unit 31 consisting of a CPU, ROM, and RAM controls the entire operator terminal 3 and executes call management processing according to a call management program pre-stored in the ROM. The operator terminal 3A is a management terminal that has been granted viewing authority, and the operator terminal 3B is a general terminal that has not been granted viewing authority.

For example, the operator uses the operation unit 36 of the operator terminal 3 to perform operation input. The operator terminal 3 transmits an image request signal to the server 2, and when image information is transmitted from the server 2, it displays the image information on the display unit 34. The operator makes a call while performing operation input by clicking, touching, pressing, etc. using the operation unit 36 in accordance with the image information on the display unit 34. Voice input and output during a call is performed by the voice input and output 38, and the voice data is input to the operator terminal 3. The control unit 31 supplies the voice data input via the external interface 33 to the server 2.

As shown in FIG. 4, the current status DB registers the current status for each operator. An operator ID (Identification) is an identifier given to an operator, and the name, job title, desk number, group to which the operator belongs, and whether or not the operator has viewing authority are registered as operator information that indicates the details of the operator. The operator information is information that is registered in advance, and may also be registered as a separate DB.

In addition, the current information DB stores current status information indicating the current situation, such as whether or not the user is working remotely, whether or not the user is logged in, whether or not the user is paused, whether or not the user is on a call, whether or not the user is on standby, the call ID of the current call, the case ID indicating the current case, the number of calls currently being made or pending an answer, the call duration from the start of the call, and the work duration from the start of ACW (After Call Work).

Here, we will explain the case where three operators, T001, T004, and T007, belong to group A, and the operators make calls based on a customer list, and two operators, T008 and T010, belong to group B, and the operators answer calls that are forwarded or made.

When an operator starts work, he or she logs in to the call management program via the operator terminal 3. Specifically, the control unit 31 of the operator terminal 3 accesses the server 2. The control unit 21 of the server 2 performs identity verification of the operator at the operator terminal 3, grants access authority, and sets a flag indicating that the operator is currently logged in in the login field corresponding to the confirmed operator ID in the information DB. This flag in the login field is cleared when the control unit 21 of the server 2 recognizes that the operator has logged out via the operator terminal 3.

The control unit 31 also determines whether the work is remote work based on the device information ID of the operator terminal 3, and if it determines that the work is remote work, it sets a flag in the remote work column of the current information DB to indicate that the work is remote work. This flag in the remote work column is cleared when the control unit 21 of the server 2 recognizes that the operator has logged out via the operator terminal 3.

When an operator leaves his/her seat temporarily for a break, to go to the toilet, etc., he/she presses a pause button (not shown) displayed on the display unit 34 of the operator terminal 3. When a pause signal is supplied from the operator terminal 3, the control unit 21 of the server 2 sets a flag in the pause column of the current information DB to indicate that the operation is currently paused. This flag in the pause column is cleared when the control unit 21 of the server 2 recognizes that the operator has operated a button (not shown) to cancel the pause via the operator terminal 3.

When an operator from group A logs in, a call preparation screen (not shown) is displayed on the display unit 34 of the operator terminal 3, displaying information about the next customer to be called and case information related to the case. When the operator operates the call start button displayed on the call preparation screen, the control unit 31 starts the call and transmits a call start signal and a case ID to the server 2.

When the control unit 21 of the server 2 is supplied with the call start signal and case ID, it registers the case ID in the current information DB, assigns a call ID, and supplies it to the operator terminal 3. The control unit 31 of the operator terminal 3 counts the ring tones when a call starts, and supplies a call number count signal to the server 2 each time the number of calls changes. When the control unit 21 of the server 2 is supplied with the call number count signal, it updates and registers the number of calls in the call number column in the current status DB.

When an operator from group B logs in, a standby screen (not displayed) is displayed, and the operator waits for a call from a customer to be assigned to them. When a call is assigned, a response preparation screen (not shown) that displays case information related to the assigned call from the customer and the like is displayed on the display unit 34 of the operator terminal 3. At this time, the control unit 31 supplies a call start signal and a case ID to the server 2.

When the control unit 21 of the server 2 is supplied with the call start signal and the case ID, it registers the case ID in the current information DB, assigns a call ID, and supplies it to the operator terminal 3. At this time, the control unit 31 counts the ring tones and supplies a call number count signal to the server 2 each time the number of calls changes.

When the operator starts a call, a call start signal indicating that the call has started and a call ID are supplied to server 2, and the supply of voice data to server 2 begins.

When the control unit 21 of the server 2 is supplied with the call start signal and the call ID, it sets a flag in the in-call column of the current status DB to indicate that a call is in progress. The control unit 21 supplies in-call image data to be displayed during the call to the operator terminal 3. As a result, an in-call screen is displayed on the display unit 34 of the operator terminal 3.

When the control unit 21 of the server 2 receives the voice data, it converts the voice data into text and stores it as text data. This text data is associated with a call ID. At this time, the control unit 21 counts the call time of each call, taking the time when the call start signal is supplied as the call start time, and updates and registers the current situation DB.

When the control unit 31 of the operator terminal 3 recognizes that the call has ended, it supplies the server 2 with the call ID and a call end signal indicating that the call has ended. When the control unit 21 of the server 2 receives the call end signal, it turns off (deletes) the call in progress flag and ends updating the call time. At this time, the control unit 21 starts counting the ACW time, starting from the call end time.

The control unit 31 of the operator terminal 3 displays a result input field on the display unit 34 so that input can be made during and after the call. The result input field can be used to input information such as the success or failure of the job, the quantity purchased, and the appointment time, and when the complete button is pressed after inputting information, it is recognized that the ACW has ended.

At this time, the control unit 31 sends a task completion signal and a call ID to the server 2, indicating that the ACW has ended and all call-related processing (call and ACW processing), which is processing related to the call, has ended. When the task completion signal is supplied, the control unit 21 of the server 2 stops counting the ACW time corresponding to the call ID and sets a waiting flag.

The control unit 21 sets the call ID for which call-related processing has ended as the ended call, and registers the call operation information (whether remote work is possible, number of calls, call duration, ACW time, call operation result 1 and result 2) representing the result of the call operation selected from the current status information in the ended call DB in association with the call ID.

In other words, during call-related processing, the control unit 21 updates and registers the current status DB to the latest state, and transfers and manages call transaction information related to a terminated call for which call-related processing has been completed to the terminated call DB.

When the control unit 21 receives a real-time report display request signal from the operator terminal 3A with viewing authority to display a real-time report, the control unit 21 aggregates the current situation DB to generate a real-time report image and supplies it to the operator terminal 3A. As a result, a real-time report screen 151 is displayed on the display unit 34 of the operator terminal 3A. Note that the terminal with viewing authority does not necessarily have to be an operator terminal, and may be a management terminal that only performs management.

As shown in FIG. 6, the real-time report screen 151 displays the current status information of each operator in the upper row, along with the aggregated results of the current status information of all the operators. In the real-time report screen 151, the operator frames 151B showing the current status information of each operator are categorized by group, and the groups are collected and displayed in a single box. This real-time report screen 151 displays the current (on-time) call status.

A display switch button 151A is displayed on the real-time report screen 151. When the operator operates the display switch button 151A, the control unit 31 of the operator terminal 3A transmits a switch request signal to the server 2.

The control unit 21 of the server 2 stores in advance a desk layout diagram that mimics the actual desk layout. When a switching request signal is supplied from the operator terminal 3A, the control unit 21 compiles the current status DB and the completed call DB, generates a real-time report image that displays the current status information of the operator corresponding to the desk number assigned in the desk layout diagram, and supplies it to the operator terminal 3A. As shown in FIG. 7, the real-time report screen 152 displays, in the upper row, a current status group table 152C that lists the current status information for each group for that day and the total/average value, and in the lower row, an operation frame 152A that shows the current status information for each operator in the same desk layout diagram as the actual one.

When the operator box 152A is operated on the real-time report screen 152, a details box 152B is displayed using a pull-down menu, and more detailed information about each operator is displayed. In addition to showing real-time call status, the real-time report screen 152 also displays the call results for a specific period, such as today, this week, or this month.

In addition, although not shown, when the calculation conditions (e.g., by case, period to be calculated, call type, viewing, operator, etc.) are entered on the calculation condition input screen and the calculation button is operated, the control unit 31 of the operator terminal 3A transmits a calculation request signal and search condition information to the server 2.

The storage unit 25 of the server 2 has pre-set tally display conditions such as graphs and tables. When a tally request signal is supplied, the control unit 21 tallys up the terminated call DB according to the search condition information, and supplies the tally results and a tally image generated according to the tally display conditions to the operator terminal 3A. As a result, a tally report screen (not shown) is displayed on the display unit 34 of the operator terminal 3A. The tally screen displays tally results in a report format using graphs and tables, and can also be converted to PDF (Portable Document Format) data. This tally screen tallys up and displays call results that meet conditions such as a specific period or a specific case.

In this way, the server 2 can obtain the necessary information from the current status DB and the completed call DB in response to the operator's request, and by aggregating it as necessary, can display real-time information in an easy-to-understand manner on the operator terminal 3A.

<Recording Memo Text Data>
Next, a voice memo recording process as a part of the call management process will be described. As described above, all voice data is transmitted to the server 2, converted into text data, and associated with the call ID. Furthermore, in the present invention, a voice memo can be obtained in response to an operator's operation.

When the control unit 31 of the operator terminal 3 recognizes that an operator performing call-related processing has operated a memo button (not shown) displayed on the screen or a key associated with a memo operation, it transmits to the control unit 21 of the server 2 memo start time information indicating the memo start time when the operation was started, memo end time information indicating the memo end time when the operation was ended, the operator's voice data from the memo start time to the memo end time, a memo request signal, and the call ID.

Note that if the operation is performed while the memo button is pressed, the time when the operation begins and ends will be the memo start time and memo end time. Also, if the memo start button and memo end button are displayed, the time when the memo start button is operated will be the memo start time, and the time when the memo end button is operated will be the memo end time.

When the control unit 21 of the server 2 receives voice data, memo start time information, memo end time information (hereinafter collectively referred to as memo time information) and a memo request signal from the operator terminal 3, the control unit 21 converts the voice data into text to generate memo text data, associates it with the call ID, and stores it in the storage unit 25. In addition, the generated text data is shared with the operator terminal 3 and displayed in the voice memo section (not shown) on the call screen.

That is, the control unit 21 stores call text data in which all conversations regarding the call ID have been converted into text, and memo text data in which only specific parts have been converted into text. The control unit 21 generates aggregated result image data in response to an operation input by the operator to the operator terminal 3, and displays the data on the operator terminal 3.

For example, when an operator wants to view details about a call after it has ended, they can search by entering conditions such as date and time and case on the tally condition input screen. If they select a list showing the call tally results as the display method, a tally list of tally results that match the conditions is displayed. At this time, the memo text data is displayed in the tally list.

When the operator selects a call ID, a details list screen (not shown) for the call corresponding to the call ID is displayed. The details list screen also displays the memo text data.

At this time, the control unit 31 of the operator terminal 3A displays a call details screen (not shown) showing details of the call corresponding to the call ID. This call details screen also displays the call text data (full text) associated with the call ID. When the operator operates the displayed memo text data or memo jump button, the operator jumps to the memo text data in the call text data.

In other words, when converting voice data into text, the control unit 21 of the server 2 associates time information with each predetermined recording time, identifies the position of the memo text data in the call text data based on the memo time information, and displays the vicinity of the identified location. At this time, the memo text data is displayed in a highlighted or colored text to make it stand out from other text. This makes it easy to trace later the circumstances under which the voice memo was recorded.

It is also possible to send a voice memo to another operator terminal 3. For example, after recording a voice memo, the operator operates a destination selection button displayed near the voice memo field, selects a destination, and operates the send button, and the voice memo is sent as is as a message.

At the operator terminal 3 to which the voice memo was sent, address information for the voice text data is added along with the voice memo. When the operator clicks on the address information, he or she can view the entire voice text data. At this time, the part that corresponds to the memo text data is displayed, and the memo text data is displayed prominently using characters, markers, marks, etc.

The operator terminal 3 to which the voice memo was sent can check the context of the voice memo, allowing the operator to immediately grasp the situation and provide support to other operators.

The control unit 21 of the server 2 also predicts the outcome of the call based on the memo text data and displays the predicted result in the call result input field. For example, by using a voice memo when confirming the order or appointment time at the end of the call, highly accurate predictions are possible. This allows the operator to end ACW processing by simply operating the result confirmation button displayed near the call result input field.

When memo text data is recorded multiple times, the control unit 21 prioritizes the last memo text data of the call and predicts the outcome of the call from the memo text data. This makes it possible to predict the outcome of the call based on the memo text data when the operator last checked the result.

Furthermore, the control unit 21 of the server 2 can display FAQs (Frequently Asked Questions) based on the memo text data. That is, the control unit 21 extracts keywords from the memo text data, compares them with FAQ keywords associated with pre-prepared FAQs, and displays a list of matching FAQ titles on the in-call screen.

When the operator operates the title via the operator terminal 3, the control unit 21 of the server 2 causes the corresponding FAQ information to be displayed on the operator terminal 3.

If FAQ information were to be displayed based on voice text data, the displayed FAQs could change rapidly, but by using memo text data, it is possible to display the FAQ the operator wants with simple operations when the operator needs it.

Next, the real-time display process executed by the control unit 21 of the server 2 in accordance with the call management program will be explained using the flowchart in FIG. 8.

When an operator logs in via the operator terminal 3, the control unit 21 starts from a start step and proceeds to step S11. In step S11, the control unit 21 updates the current status DB according to the status of the operator terminal 3, and proceeds to the next step S13.

In step S13, the control unit 21 determines whether or not the call-related processing has ended. If a negative result is obtained here, the control unit 21 proceeds to the next step S15.

On the other hand, if a positive result is obtained in step S13, this indicates that processing for one call ID has ended, and the control unit 21 then proceeds to the next step S14.

In step S14, the control unit 21 registers the completed call-related processing as a terminated call, and proceeds to the next step S15.

In step S15, the control unit 21 determines whether or not a real-time report has been requested. If a negative result is obtained here, the control unit 21 proceeds to the next step S18.

On the other hand, if a positive result is obtained in step S15, this indicates that a real-time report needs to be generated, and the control unit 21 then proceeds to the next step S16.

In step S16, the control unit 21 aggregates at least one of the current status DB and the ended call DB, generates report image data representing a real-time report, and proceeds to the next step S17.

In step S17, the control unit 21 transmits the report image data, causes the terminal to display the real-time report, and proceeds to the next step S18.

In step S18, the control unit 21 determines whether or not the process should be terminated. If a negative result is obtained, the control unit 21 returns to step S11 and continues the process.

On the other hand, if a positive result is obtained in step S18, the control unit 21 proceeds to end step S and ends the process.

Next, the voice memo recording process executed by the control unit 21 of the server 2 in accordance with the call management program will be explained using the flowchart in Figure 9.

The control unit 21 of the server 2 starts the call management process from the start step, waits for the supply of a memo request signal, and proceeds to the next step S41. In step S41, the control unit 21 starts the voice memo recording process, generates memo text data according to the memo request signal, and proceeds to the next step S43.

In step S43, the control unit 21 stores the memo text data in association with the call ID, and proceeds to the end step to end the process.

<Actions and Effects>
The following describes the features of the inventions extracted from the above-described embodiments, showing their effects as necessary. In the following, for ease of understanding, the corresponding configurations in the above-described embodiments are appropriately shown in parentheses, but the specific configurations shown in parentheses are not limited to these. In addition, the meanings and examples of terms described in each feature may be applied as the meanings and examples of terms described in other features described in the same wording.

In the above configuration, the call management system (call management system 101) of the present invention includes an operator terminal (operator terminal 3) used by an operator who performs business activities by calling a call target person;
A server (server 2) that registers a call status in a status information database for each call,
the operator terminal transmits to the server a voice signal of the operator including a portion designated by an operation of the operator during a call and a memo request signal;
The server generates memo text data by converting the voice signal of the specified portion into text, and registers the memo text data in the situation information database.

This allows the call management system to register memo text data, which is the voice of the operator only, in association with each call, and makes it possible to improve work efficiency by utilizing memo text data selected by the operator and containing less noise.

In the call management system, the operator terminal
The specified portion is recognized as being the period during which the operator is pressing the operation input means.

As a result, if the call management system were to operate using an ON/OFF switch, it is possible that the operator may forget to leave it on, but by only pressing the switch while it is pressed, it is possible to prevent the operator from forgetting to turn it off and having unnecessarily long audio data recorded as a memo.

In the call management system, the server
When a result display request signal for a specified call is transmitted from the operator terminal, the call status registered in the status information database is displayed on the operator terminal together with the memo text data.

This allows the call management system to display memo text data along with the call result, making it easier for operators to understand the call status when they view it.

In the call management system, the server
When a list display request signal is transmitted from the operator terminal, a list of the call statuses registered in the status information database is displayed on the management terminal together with the memo text data.

This allows the call management system to display memo text data in a list, making it easier for operators to understand the call status.

In the call management system,
The operator terminal supplies all voice data related to the call between the call recipient and the operator to the server, and transmits designated time information designating the time of the operator's operation together with a memo request signal to the server;
The server converts all voice data relating to the call between the call recipient and the operator into text, and cuts out the voice data corresponding to the specified time information to generate the memo text data.

This allows the call management system to directly use the converted text data as memo text data.

In the call management system, the server transmits a contact signal provided from the operator terminal to the viewing terminal, and the viewing terminal requests the server to provide a call status relating to the call described in the contact signal;
the server transmits all text data relating to the call along with a call status to the management terminal;
The management terminal is characterized in that, when memo text data is designated, it jumps to the memo text data portion in all text data.

This allows the call management system to allow the viewer who views the viewing terminal to recognize the content of the conversation before and after the memo text data, making it easy for them to recognize the circumstances under which the memo text data was recorded.

In the call management system, the operator terminal transmits voice data corresponding to the specified time information and a memo request signal to the server;
The server generates the memo text data by converting voice data corresponding to the specified time information into text.

This allows the call management system to convert voice data into text on its own, and to identify the position of the memo text data within all text data based on time information.

In the call management system, the server
A call result screen on which the result of the call is automatically input based on the memo text data is displayed on the operator terminal.

This allows the call management system to generate call result screens based on memo text data selected by the operator and with less noise, significantly improving the accuracy of automatic result entry.

<Other embodiments>
In the above embodiment, the storage unit 25 of the server 2 stores the current status DB and the ended call DB, but the present invention is not limited to this. The current status DB and the ended call DB may be integrated into one database. In this case, for example, a flag is set in the call end column (not shown) in the database, so that the status of the call related to the call ID is changed from in-call to ended call. Conversely, it is also possible to change the status by a call in-call flag indicating that a call is currently in progress. In the present invention, the current status database representing the current status may be either a database of in-call or after-call (current status DB or ended call DB).

In the above embodiment, the case was described where the operator terminal 3A had viewing authority, but the present invention is not limited to this. For example, a viewing terminal other than the operator terminal (which does not make phone calls), such as the head of a department or headquarters, may have viewing authority, or all operator terminals 3 may have viewing authority.

In the above embodiment, when there is a change in the call status, the operator terminal 3 sends a change notification signal indicating the status change to the server 2, but the present invention is not limited to this. For example, the memory unit 35 of the operator terminal 3 stores a current call management list that manages its own current status, and this current call management list registers the telephone number of the call target and information about the call target, current status information indicating the current call status, and the like. The control unit 21 of the server 2 supplies a change information request signal to the logged-in operator terminal 3 at predetermined intervals (e.g., 1 second) requesting change information regarding changes to the current call management list. In response, the control unit 31 of the operator terminal 3 can send only the changes since the previous time to the server 2.

In the above embodiment, a case has been described in which all voice data relating to the call is supplied from the operator terminal 3 to the server 2, but the present invention is not limited to this. Supplying voice data is not essential, and only voice memo data may be supplied to the server 2.

In addition, the voice data may be supplied to server 2 in a state in which the operator and the other party on the telephone are identifiable, text data may be generated in an identifiable state, and memo text data may be generated by extracting the call text data corresponding to the operator's voice from the call text data based on the memo time information.

In the above embodiment, the current status information is displayed on a desk layout or for each group as a real-time report screen, but the present invention is not limited to this. For example, the current status information can be displayed by classifying it according to various conditions registered in the current status DB, such as by job title or by case.

In the above embodiment, the server 2 as a call management device is configured by the memory unit 25 as a memory unit, the control unit 21 as a memory control unit, and the control unit 21 and external interface 23 as a call status transmission unit, but the present invention is not limited to this. It is possible to configure the call management device of the present invention by a memory unit, a memory control unit, and a call status transmission unit with various other configurations.

The present invention can be applied, for example, to call centers that conduct telephone sales.

2: Server 3, 3A, 3B: Operator terminal 21, 31: Control unit 23, 33: External interface 25, 35: Storage unit 34: Display unit 36: Operation unit 38: Voice input/output 101: Call management system 151, 152: Real-time report screen 151A: Display switching button 151B, 152A: Operation frame 152B: Details frame 152C: Current status group table

Claims (11)

An operator terminal used by an operator who performs business activities via telephone calls with the call recipient;
A server that registers a call status in a status information database for each call,
the operator terminal transmits to the server a voice signal of the operator including a portion designated by an operation of the operator during a call and a memo request signal;
The server generates memo text data by converting the specified portion of the voice signal into text, and registers the memo text data in the situation information database. The operator terminal includes:
2. The call management system according to claim 1, wherein the designated portion is recognized as being a period during which the operator is pressing the operation input means. The server,
2. The call management system according to claim 1, wherein when a result display request signal for a designated call is transmitted from the operator terminal, the call status registered in the status information database is displayed on the operator terminal together with the memo text data. The server,
4. The call management system according to claim 3, wherein when a list display request signal is transmitted from said operator terminal, said management terminal is caused to display a list of call statuses registered in said status information database together with said memo text data. The operator terminal supplies all voice data related to the call between the call recipient and the operator to the server, and transmits designated time information designating the time of the operator's operation together with a memo request signal to the server;
2. The call management system according to claim 1, wherein the server converts all voice data relating to the call between the call recipient and the operator into text, and generates the memo text data by extracting the voice data corresponding to the specified time information. the server transmits a contact signal provided from the operator terminal to the viewing terminal, and the viewing terminal requests the server to provide a call status relating to the call described in the contact signal;
the server transmits all text data relating to the call along with a call status to the management terminal;
5. The call management system according to claim 4, wherein, when memo text data is designated, said management terminal jumps to a memo text data portion in all text data. the operator terminal transmits to the server voice data corresponding to the specified time information and a memo request signal;
The server converts the voice data corresponding to the specified time information into text to generate the memo text data.

The call management system of claim 1 . The server,
2. The call management system according to claim 1, further comprising: displaying, on said operator terminal, a call result screen on which the result of the call is automatically input based on said memo text data. For computers,
a storage step of storing a status information database that is supplied from an operator terminal used by an operator who performs business activities through calls with the call recipient and that registers the status of each call;
and a registration step of generating memo text data by converting the voice signal of the specified portion into text when an operator's voice signal and a memo request signal including a portion specified by an operator's operation during a call are supplied from the operator terminal, and registering the memo text data in the situation information database. a storage step of storing a status information database that is supplied from an operator terminal used by an operator who performs business activities through calls with the call recipient and that registers the status of each call;
and a registration step of, when an operator's voice signal including a portion designated by an operator's operation during a call and a memo request signal are supplied from the operator terminal, generating memo text data by converting the voice signal of the designated portion into text and registering the memo text data in the situation information database. a storage unit that stores a status information database that is supplied from an operator terminal used by an operator who performs business activities through calls with the call recipient and that registers the status of each call;
a registration unit that, when an operator's voice signal including a portion specified by an operator's operation during a call and a memo request signal are supplied from the operator terminal, generates memo text data by converting the specified portion of the voice signal into text and registers the memo text data in the situation information database.

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