JP2002044260A - Voice recording/retrieval cti system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a voice recording/retrieval CTI system which can record voices of a telephone conversation with a customer, refer easily to the recorded voices, make a person in charge receive directly the call of the customer, and recognize surely the information of the customer while the telephone conversation is continued. SOLUTION: With this voice recording/retrieval CTI system, when a call of a customer is received, simultaneously the data base 6 of the customer is retrieved according to the telephone number of the customer, a telephone 8 of a person in charge is called and the customer information is displayed on the display of the personal computer 7, etc., of the person in charge by a CTI server 5. Further, the CIT server 5 records the voices of the communication contents in a data base 6 so as to enable the reference of the communication record to the recorded voices.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] The present invention relates to a voice recording and retrieval C
Related to the TI system.

[0002]

2. Description of the Related Art Conventionally, since voice recording of a telephone of a partner has been performed by a method of recording on a tape, it is not only expensive but also inconvenient to search and inconvenient. Also, if a customer calls, the receptionist comes out, confirms the other party, contacts the person in charge, and the person in charge answers the call and enters the business. At the same time, the person in charge had to start talking by recalling the information of the customer while remembering the information of the customer. When the necessary materials were not at hand, the telephone call was troublesome.

[0003]

SUMMARY OF THE INVENTION According to the present invention, a telephone call with a partner can be easily recorded by voice recording.
It is an object of the present invention to provide a voice recording / retrieval CTI system in which a person in charge can directly answer a customer's phone call and can also reliably recognize customer information while calling.

[0004]

SUMMARY OF THE INVENTION Accordingly, the present invention provides a CT
The I server searches the customer database from the telephone number of the other party at the same time as receiving power and calls the person in charge,
Voice recording / search C that displays customer information on the display of the person in charge, such as a personal computer, and records the voice of the voice in a database so that the call history can be searched from the voice.
A TI system is provided.

According to the present invention, the telephone of the person in charge is called at the same time as the telephone call from the customer, so that the customer can always talk directly with the person in charge, thereby improving the work.
Write customer information on the display of the person in charge
Since the information is displayed by voice or image, it is possible for the person in charge to promptly give an accurate response by looking at it, and furthermore, it is possible to record the contents of the call by voice in the database and search the call history from the voice record. Therefore, it is possible to make a response that accurately grasps the contents and schedule of the negotiations so far without taking notes or records.

The present invention also provides a voice recording / retrieval CTI system in which the customer information includes sales management information of the customer. According to the present invention, since a telephone call can be made with reference to sales management information such as a planned sales date and sales results included in customer information, there is no need to search for reference materials while making a telephone call, which is accurate and quick. Response is possible.

Further, according to the present invention, in the voice recording / retrieval CTI system according to the first or second aspect, when the person in charge is not present, the telephone of the person in charge is called and the customer is displayed on the display of a personal computer or the like of the person in charge. The present invention provides a voice recording / retrieval CTI system for displaying information. ADVANTAGE OF THE INVENTION According to this invention, when a person in charge is absent, a deputy person can receive a telephone call and refer to customer information displayed on a display of a personal computer or the like to proceed with a negotiation or the like.

Further, according to the present invention, in the voice recording / retrieval CTI system according to the first, second or third aspect, after the person in charge or the sub person in charge is recognized by the voice identification function, the customer information is recorded in the person in charge or sub person. The present invention provides a voice recording / retrieval CTI system to be displayed on a display of a person in charge of a personal computer or the like.

According to the present invention, the person in charge of calling or the sub person in charge is confirmed by the voice identification function,
The information of the customer can be displayed on the display of the terminal such as a personal computer, and the security of the information can be measured.

[0010] Further, according to the present invention, in the voice recording / retrieval CTI system according to any one of claims 1 to 4, when a person in charge or a sub person is absent, or another person answers the telephone. In some cases, a voice recording / retrieval CTI system is provided in which a telephone for absence processing is called and customer information is not transmitted.

According to the present invention, when the person in charge or the sub person in charge called by the CTI server is absent, or when another person answers the telephone, a telephone for absence processing is called to respond to the customer. In this way, it is possible to prevent careless transmission of customer information to persons other than the person in charge or the person in charge.

Further, according to the present invention, in the voice recording / retrieval CTI system according to any one of claims 1 to 5, the call history is stored in the CTI system.
An object of the present invention is to provide a voice recording / retrieval CTI system which is automatically stored in a database of a TI server. According to the present invention, the call history can be automatically stored in the database of the CTI server.

The present invention also provides a voice recording / retrieval CTI system in which the database of the CTI server is made independent as a database server. According to the present invention, the customer information,
Content such as call history can be enhanced.

Further, according to the present invention, in the voice recording / retrieval CTI system according to the first to seventh aspects, a control menu for displaying customer information is always displayed on a display of a personal computer or the like of a person in charge. Voice recording / search CT
It provides an I system. According to the present invention, the person in charge can see the displayed customer information by looking at the control menu.

Further, according to the present invention, in the voice recording / retrieval CTI system according to the eighth aspect, the control menu displays the current call status such as no call, outgoing call, incoming call, waiting or talking. Voice Recording / Search CTI
System. According to the present invention, the person in charge or the like can know the current telephone call state by looking at the control menu.

The present invention also provides a voice recording / retrieval CTI system according to claim 8 or 9, wherein a customer information button for displaying customer information is provided on a control menu. To provide. According to the present invention, a person in charge can display customer information by pointing to a customer information button on the control menu.

According to the present invention, there is provided a voice recording / retrieval CTI system according to claim 8, 9 or 10, wherein a control menu is provided with a customer retrieval button for opening a customer data retrieval screen. -It provides a search CTI system. According to the present invention, the person in charge can instruct the customer search button on the control menu to display a customer data search screen that can search for customer information from the customer name, telephone number, customer number, and the like. .

The present invention also relates to a voice recording / retrieval CTI system according to claims 8 to 11, wherein
The present invention provides a voice recording / search CTI system in which a call search button for opening a call data search screen for each person in charge is provided in the menu. According to the present invention, a person in charge or the like instructs a call search button on the control menu to search for call data with a specific customer from a customer name, a call date and time, a customer number, a line number, and the like. A search screen can be displayed.

The present invention also relates to a voice recording / retrieval CTI system according to claims 8 to 12, wherein
The present invention provides a voice recording / searching CTI system in which a staff member or the like instructs when he / she leaves his / her seat to indicate that he / she is absent, and has an absent button which disables telephone operations. According to the present invention, when the person in charge or the like leaves the seat, the absence button of the control menu is instructed to indicate that the user is absent, thereby preventing another person from operating the telephone.

[0020]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The embodiments of the present invention will be described below with reference to the illustrated embodiments. In FIG. 1, reference numeral 1 denotes a telephone of an external customer. When a customer receives a telephone call from an external line 2, a CTI server 5 according to the present invention detects an incoming call through a network 4 through an exchange 3, and the customer's telephone 1 Obtains the caller's telephone number, searches the database 6 from the telephone number,
A person in charge is determined from the customer information and the customer information, and a line is connected to a terminal (client machine) 7 such as a personal computer of the person in charge, and a telephone 8 of the person in charge is called at the same time. Reference numeral 9 denotes a board for communication between the exchange 3 and a terminal 7 such as a personal computer.
Uses T board.

On the terminal 7 such as a personal computer of the person in charge, customer information of the database 6 is displayed from the CTI server 5 via the network 4, and the person in charge refers to the customer information before answering the telephone. Can be. If the person in charge does not answer the telephone for the appropriate number of calls, connect the line to the terminal 7 of the sub person in charge and call the telephone of the sub person in charge. It is configured to connect to the telephone of the absent person and cut off the line for customer information.

The terminal 7 such as a personal computer of the person in charge always
As shown in FIG. 2, when the control menu 10 including the person in charge 11 is displayed and the customer information of the database 6 is input from the CTI server 5,
When the customer's telephone number 12 and customer name 13 are displayed and the customer information button 14 is clicked (instructed), the screen displays a customer classification such as whether the customer is a customer or a supplier, its address, and F.
Basic customer information such as AX number, E-mail, name, office clerk, sales rep, distribution clerk, memo, etc. is displayed, and when the customer information button arranged in it is designated,
Further details such as pending issues during negotiation, expected delivery date, and the like are displayed, and when a call record button is designated, the call record up to that time is displayed.

When a call search button 15 of the control menu 10 is clicked, a call data search screen is displayed in which call data with a specific customer can be searched from a customer name, a call date and time, a customer number, a line number, and the like. By instructing the customer search button 16, a customer data search screen capable of searching for customer information from a customer name, a telephone number, a customer number and the like can be displayed.

In the control menu 10, the unknown button 17 is clicked when the customer or the person in charge is unknown, and calls the telephone of the unknown person in charge, or the one answered by the voice recognition function is a person other than the person in charge. In this case, according to a command from the CTI server, a telephone of a person in charge, such as a receptionist when no person is present, is called, and customer information is disconnected. The absent button 18 is for instructing when a person in charge or the like leaves his / her seat to indicate that he / she is absent, and for preventing others from performing telephone operations.

The organization chart button 19 displays an organization chart of the company organization in the customer information and the like. The listen button 20 allows the customer information or the like to be heard by voice. The detail button 21 is for switching the information display when general summary information and individual detailed information are prepared in customer information or the like.

When the extension button 22 is clicked during a call, the extension can be called and transferred.
When the disconnect button 23 is clicked, the call is disconnected, when the hold button 25 is clicked, the call is put on hold, and when the transfer button is pressed, the call is put on hold and another extension can be called. It is configured in. When the call button 24 is clicked, a call can be made to the telephone number of the displayed customer information. The answer button 27 can be connected to a ringing or held telephone to make a call.

The call of the person in charge or the person in charge of the assistant is automatically digitally recorded by the CTI server 5, compressed and stored in the database 6. The call record can also be recorded at the terminal 7 of the person in charge or the sub person in charge, and can be stored in the database 6 after editing the person in charge after the call.

In the case of the embodiment shown in FIG. 3, reference numeral 1 denotes a telephone of an external customer, and when a customer receives a telephone call from an outside line 2, a CTI server 5 according to the present invention is connected to a network 4 such as the Internet via an exchange 3. An incoming call is detected, and the telephone number of the caller is acquired by the number notification service from the customer's telephone 1, and the database server 2 is obtained from the telephone number.
8 is searched for a database, and a person in charge is identified from the customer information and the customer information. A line is connected to a terminal (client machine) 7 such as a personal computer of the person in charge, and the terminal 7 is automatically connected to the customer. In response, the voice guidance is played according to a predetermined procedure, and connected to the telephone 8 of the person in charge as necessary. If the person in charge is absent, the sub person in charge is called out in the same manner as in the embodiment, and if there is no person in charge and no person in charge, the call is connected to the telephone 29 of the person in charge of absence.

In the above-described embodiment of the present invention, as shown in FIG. 4, when there is a call from the outside line 2 in step 31 and the number notification service enters the CTI server 5 through the exchange 3 as in step 32, as shown in FIG. The customer data is retrieved from the telephone number as in step 33, and in the case of a new customer, a new registration procedure is performed as in step 34. When the person in charge and the sub person in charge are found from the search of the customer data in the database 6, as shown in step 35,
The customer data or the sales management data is displayed on the client machine 7 of the person in charge or the person in charge, as shown in step 36, so that the person in charge or the person in charge can prepare the memos and materials separately. You can talk.

The call record is recorded in the client machine 7 and the database 6 of the CTI server in step 37. At this time, the terminal of the person in charge can correct, change, delete, etc. the customer data. The results including the change are stored in the database 6 as in step 38. The contents of the stored database can be searched from the customer name, telephone number, call date and time, customer number, etc. as in step 39.

The embodiment of the present invention includes the following voice recording / retrieval CTI methods (1) to (13). (1) At the same time as receiving power, the CTI server searches the customer database from the telephone number of the other party, calls the person in charge, displays the customer information on the display of the person in charge of the personal computer, etc. while displaying the contents of the call in the database. A voice recording / retrieval CTI method in which voice recording is performed and a call history can be searched from the voice recording.

(2) In the voice recording / search CTI method described in the embodiment (1), the voice recording / search CT in which the customer information includes the sales management information of the customer.
I method. (3) In the voice recording / retrieval CTI method according to the embodiment (1) or (2), when the person in charge is not present, the telephone of the sub person is called, and the customer information is displayed on a display of a personal computer or the like of the sub person. A voice recording / retrieval CTI method for displaying a CTI.

(4) Embodiment (1),
In the voice recording / retrieval CTI method described in (2) or (3), after the person in charge or the person in charge is recognized by the voice identification function, the customer information is displayed on the display of the person in charge or the person in charge in charge, such as a personal computer. Voice recording / search C
TI method. (5) In the voice recording / retrieval CTI method according to any one of the embodiments (1) to (4), when a person in charge or a sub person is absent, or when another person answers the telephone, , A voice recording / retrieval CTI method for calling a telephone for absence processing and not transmitting customer information.

(6) In the voice recording / retrieval CTI method described in the embodiments (1) to (5),
A voice recording / retrieval CTI method in which a call history is automatically stored in a database of a CTI server. (7) The voice recording / retrieval CTI method according to any one of the embodiments (1) to (6), wherein the database of the CTI server is made independent as a database server.

(8) In the voice recording / retrieval CTI method described in the embodiments (1) to (7),
A voice recording / retrieval CTI method in which a control menu for displaying customer information is always displayed on a display of a personal computer or the like of a person in charge. (9) In the voice recording / retrieval CTI method described in the embodiment (8), a current call state such as no call, outgoing call, incoming call, incoming call, waiting or call is displayed on the control menu. Voice recording and search CTI method.

(10) Embodiment (8)
Or, the voice recording / search CTI method according to (9), wherein a customer information button for displaying customer information is provided in a control menu. (11) In the voice recording and retrieval CTI method according to the embodiment (8), (9) or (10),
Voice recording / search CTI provided with a customer search button for opening a customer data search screen in the control menu
Method.

(12) Embodiment (8)
In the voice recording / search CTI method according to any one of (11) to (11), a voice search / search CTI method in which a control menu is provided with a call search button for opening a call data search screen for each person in charge. (13) Embodiments (8) to (12)
In the voice recording and search CTI method described in the above paragraph, the control menu is provided with an absent button for indicating that the person in charge is absent by leaving when he / she leaves the table and for disabling telephone operations. Recording and search CTI method.

[0038]

As described above, the voice recording / recording according to the present invention is performed.
According to the search CTI system, the CTI server
At the same time as receiving power, the customer's database is searched from the telephone number of the other party, the phone of the person in charge is called, customer information is displayed on the display of the person in charge of the personal computer, etc., while the contents of the call are voice-recorded in the database, and voice recording By having a configuration that allows the call history to be searched from the customer, the customer's phone is called at the same time as the customer receives a call, so the customer can always talk directly with the person in charge, improving the work, The customer information is displayed on the display of the person's personal computer, etc. in characters, voice or images, etc., so that the person in charge can see it and give an accurate response quickly, and furthermore, record the contents of the call in voice in the database. do it,
Since the call history can be searched from the voice record, it is possible to make a response that accurately grasps the contents and schedule of the negotiations and the like so far without taking notes or records.

Further, according to the present invention, in the voice recording / retrieval CTI system according to the first aspect, the customer information includes the sales management information of the customer. Since a telephone call can be made with reference to sales management information such as sales results, there is no need to search for reference materials while making a telephone call, and there is an effect that an accurate and quick response can be made.

Further, according to the present invention, in the voice recording / retrieval CTI system according to the first or second aspect, when the person in charge is not present, the telephone of the person in charge is called and the customer is displayed on the display of a personal computer or the like of the person in charge. By having a configuration in which information is displayed, when the person in charge is not present, the assistant person receives a telephone call and can proceed with negotiations by referring to customer information displayed on a display such as a personal computer. There is.

Further, according to the present invention, in the voice recording / retrieval CTI system according to the first, second or third aspect, after the person in charge or the sub person in charge is recognized by the voice identification function, the customer information is recognized in the person in charge or sub person. By having a configuration in which the person in charge is displayed on the display of a personal computer or the like, the person in charge of calling or the sub person in charge is confirmed by the voice identification function, and then the customer is displayed on the display of the terminal such as the personal computer. Information can be displayed, and the security of the information can be measured.

Further, according to the present invention, in the voice recording / retrieval CTI system according to any one of claims 1 to 4, when a person in charge or a sub person is absent, or another person answers the telephone. Occasionally, by having a configuration that calls a telephone for absence processing and does not transmit customer information,
When the contact person or sub-contact person called by the TI server is absent, or when another person answers the phone, call the telephone for absence handling and respond to the customer, and the person other than the person in charge or the sub-responsible person There is an effect that it is possible to prevent careless transmission of customer information to the person.

Further, according to the present invention, in the voice recording / retrieval CTI system according to any one of claims 1 to 5, the call history
With the configuration in which the call history is automatically saved in the database of the TI server, there is an effect that the call history can be automatically saved in the database of the CTI server. Further, the present invention provides the voice recording / retrieval CTI system according to any one of claims 1 to 6, wherein the database of the CTI server is made independent as a database server, so that the database of the CTI server is made independent as a database server. Thus, the contents such as customer information and call history can be enhanced.

According to the present invention, in the voice recording / retrieval CTI system according to any one of claims 1 to 7, a control menu for displaying customer information is always displayed on a display of a personal computer or the like of a person in charge. With the configuration, the person in charge can see the displayed customer information by looking at the control menu. According to the present invention, in the voice recording / retrieval CTI system according to the present invention, a current call state such as no call, outgoing call, incoming call, incoming call, waiting or call is displayed on the control menu. With this configuration, the person in charge or the like can know the current telephone call state by looking at the control menu.

Also, in the present invention, the voice recording / retrieval CTI system according to claim 8 or 9 has a configuration in which a customer information button for displaying customer information is provided in the control menu. There is an effect that the user can indicate the customer information button on the control menu to display the customer information. Further, according to the present invention, in the voice recording / retrieval CTI system according to the eighth, ninth or tenth aspect, a control menu is provided with a customer retrieval button for opening a customer data retrieval screen. The person in charge can instruct the customer search button in the control menu to display a customer data search screen that can search for customer information from the customer name, telephone number, customer number, and the like.

Further, according to the present invention, there is provided a voice recording / retrieval CTI system according to claims 8 to 11,
By providing a call search button for opening a call data search screen for each person in charge on the control menu, the person in charge can instruct the call search button in the control menu to call the customer name and call. There is an effect that a call data search screen capable of searching for call data with a specific customer from date and time, customer number, line number, and the like can be displayed.

The present invention also relates to a voice recording / retrieval CTI system according to claims 8 to 12, wherein
The menu has a structure in which a staff member etc. is instructed when leaving the seat to indicate that he / she is absent, and has an absent button which disables telephone operations. By instructing the absence button on the control menu, it is possible to display that the user is absent, thereby preventing another person from operating the telephone.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram of an embodiment of the present invention.

FIG. 2 is a schematic explanatory view showing a control menu according to one embodiment of the present invention.

FIG. 3 is a system configuration diagram of another embodiment of the present invention.

FIG. 4 is a schematic use explanatory view of one embodiment of the present invention.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Customer's telephone 2 Outside line 3 Exchange 4 Network such as the Internet 5 CTI server 6 Database 7 Terminal (client machine) 8 Telephone of person in charge

Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat II (reference) H04M 3/42 H04M 3/42 J 3/533 3/533 G10L 3/00 551A F-term (reference) 5B075 KK07 KK13 KK33 KK39 ND03 ND14 ND23 NK10 NK13 NK24 PP02 PP07 PP12 PP22 PP30 PQ02 PQ04 PQ05 PR03 UU08 UU40 5D015 AA05 KK01 KK02 5K015 AA06 AA10 AB01 AD01 AD02 AF05 AF08 HA04 5K024 AA76 BB02 BB05 GG07 GG01 CC09

Claims (13)

[Claims] 1. A CTI server searches a customer database from a telephone number of a partner at the same time as receiving power, calls a telephone of a person in charge, displays customer information on a display of a person's personal computer or the like, and displays the contents of the call as data. A voice recording / search CTI system in which voice recording is performed on a base and a call history can be searched from the voice recording. 2. The voice recording / retrieval CTI system according to claim 1, wherein the customer information includes sales management information of the customer. 3. The voice recording / retrieval CTI system according to claim 1, wherein when the person in charge is absent, the telephone of the person in charge is called and customer information is displayed on a display of a personal computer or the like of the person in charge. Voice recording and retrieval CTI system. 4. The voice recording / retrieval CTI system according to claim 1, wherein the person in charge or the sub person in charge is recognized by the voice identification function, and then the customer information is sent to the personal computer of the person in charge or in charge of the sub person. A voice recording / retrieval CTI system to be displayed on a display such as 5. The voice recording / retrieval CTI system according to claim 1, wherein when a person in charge or a sub person is absent, or when another person answers the telephone, the absence processing is performed. Voice recording / retrieval CTI system that does not transmit customer information by calling a telephone for business. 6. The voice recording / retrieval CTI system according to claim 1, wherein a call history is stored in a CT.
A voice recording and retrieval CTI system that is automatically saved in the database of the I server. 7. The voice recording / retrieval CTI system according to claim 1, wherein a database of the CTI server is made independent as a database server. 8. The voice recording / retrieval CTI system according to claim 1, wherein a control menu for displaying customer information is always displayed on a display of a personal computer or the like of a person in charge. CTI
system. 9. The voice recording / retrieval CTI system according to claim 8, wherein the control menu displays a current call state such as no call, outgoing call, incoming call, waiting, or call. Recording and search CTI system. 10. The voice recording / retrieval CTI system according to claim 8, wherein a customer information button for displaying customer information is provided in a control menu. 11. The voice recording / retrieval CTI system according to claim 8, 9 or 10, wherein a control menu has a customer retrieval button for opening a customer data retrieval screen. . 12. The voice recording / retrieval CTI system according to claim 8, wherein
A voice recording and search CTI system in which a call search button for opening a call data search screen for each person in charge is provided in the menu. 13. The voice recording / retrieval CTI system according to claim 8, wherein
A voice recording / retrieval CTI system in which an absent button is provided in the menu to indicate when the person in charge leaves the seat and to indicate that he / she is absent and to disable telephone operations.