JP2009017398A - Telephone system - Google Patents

Abstract

A telephone system capable of automatically detecting a situation of a user who uses a telephone is provided.
A voice relay device 1b transmits a user identifier and a voice relay device identifier transmitted from a user device 5a via a user to a management device 3. If the user identifier and the voice relay device identifier are stored in association with each other, the management device 3 associates a flag indicating that the user is at the location of the telephone 1 with the user identifier and the voice relay device identifier. The management device 3 displays the stored contents on the display device.
[Selection] Figure 1

Description

  The present invention relates to a telephone system that can automatically grasp the situation of a user who uses a telephone.

Conventionally, for example, in a call center, a telephone is provided to each of a large number of operators, and the operator uses the telephone to answer product explanations and questions to customers. In recent years, voice data is transmitted and received wirelessly between a headset worn on the operator's head and a telephone.
RedTacton, [October 3, 2005 search], Internet <URL: http://www.redtacton.com/info/index.html>

  As mentioned above, many operators work in the call center, but the administrator knows the situation of all operators, for example, whether the operator is at the telephone location or whether the telephone is in use. It is not easy to do. For example, although there is a wireless communication standard called BlueTooth, this is applied to communication between the headset and the telephone, and even when trying to grasp the situation as described above, the interval between operators is short. In reality, this standard cannot be used.

  The present invention has been made in view of the above problems, and an object of the present invention is to provide a telephone system that can automatically detect a situation of a user who uses a telephone.

  In order to solve the above-described problems, a telephone system according to the present invention includes a user device, a voice relay device, and a management device, and the user device is mounted on a user's head, and A microphone for detecting sound, a memory storing a user identifier indicating the user, a control circuit for reading the user identifier, a voltage having a waveform corresponding to the read user identifier, and the detected sound An oscillation circuit that generates a voltage having a waveform corresponding to the audio data to be displayed, an electrode that applies the voltage to the user, and a detection unit that detects audio data indicating the audio to the user based on the voltage applied to the electrode And a speaker that reproduces sound according to the detected voice data, and the voice relay device stores a voice relay device identifier indicating the voice relay device Memory, an electrode to which a voltage is applied via the user, a detection unit for detecting voice data indicating voice from the user identifier and the user by the voltage applied to the electrode, and the voice relay device identifier. Reading, transmitting the voice relay device identifier and the detected user identifier to the management device, and transmitting the detected voice data to a telephone provided at the location where the voice relay device is provided; An oscillation circuit that generates a voltage having a waveform corresponding to voice data indicating voice to the user transmitted from the telephone and applies the voltage to the electrode, and the management device includes the user identifier, the voice relay device identifier, Management information storage unit for storing the information, and if the voice relay device identifier and user identifier are transmitted, the voice relay device identifier and user identification To, characterized in that it comprises a control circuit to associate a flag indicating that the user is in the location of the phone.

  According to the present invention, it is possible to automatically detect the situation of a user who uses a telephone. Specifically, it is possible to automatically detect whether each user is at the location of the telephone.

  Further, according to the present invention, it is possible to automatically detect whether each user is using a telephone.

  In addition, the present invention forms a communication link between the adapter and the voice relay device only when the user identifier and voice relay device identifier stored in association with the management device are transmitted. It can be used only by the user to be used and not used by other users.

  Further, since the electrode of the voice relay device is provided on the floor and the movable chair having the electrode is provided, the telephone can be used even if the position of the chair is changed.

  Hereinafter, a telephone system according to an embodiment of the present invention will be described with reference to the drawings.

  FIG. 1 is a configuration diagram of a telephone system according to the present embodiment.

  For example, the call center is provided with a plurality of telephones 1, and each telephone 1 is connected to the telephone network 1A. An adapter 1 a and a plurality of voice relay apparatuses 1 b provided in each telephone 1 are connected to a network 2 such as a LAN (Local Area Network), and a management apparatus 3 is connected to the network 2. In addition, a movable chair 4 is prepared for each telephone 1, and a voice relay device 1b is provided on the floor below the chair.

  Instead of the telephone 1 and the adapter 1a, for example, a telephone that integrates them may be used. That is, it may be considered that the telephone 1 and the adapter 1a constitute one telephone.

  The user Ua who is a call center operator wears the user device 5a on his head. The user device 5a is a device called a so-called headset.

  The chair 4 includes an electrode 41 to which a voltage is applied via a user, and an electrode 42 that is connected to the electrode 41 with a lead wire or the like and is arranged toward the floor. The electrode 41 is provided on, for example, a seating surface or a backrest.

  FIG. 2 is a configuration diagram of the user device 5a.

  As shown in FIG. 2A, the user device 5a includes a microphone 51 that detects the user's voice, a memory 52 that stores a user identifier indicating the user Ua, a control circuit 53 that reads the user identifier, An oscillation circuit 54 for generating a voltage having a waveform corresponding to the read user identifier and a voltage having a waveform corresponding to the audio data indicating the detected voice; an electrode 55 for applying the voltage to the user; A detection unit 56 that detects sound data indicating sound to the user by a voltage applied to the electrode 55 and a speaker 57 that reproduces sound corresponding to the detected sound data are provided.

  The detection unit 56 includes an electro-optical detection unit 561 that optically detects a voltage applied to the electrode 55, a signal processing circuit 562 that converts an optical detection result into an electrical signal, and a waveform shaping circuit that shapes the waveform of the electrical signal. 563.

  As shown in FIG. 2B, the detection unit 53 includes a carrier recovery circuit 566 that extracts a carrier wave from the voltage signal of the electrode 55, and the carrier wave reproduced by the carrier recovery circuit 566 and the voltage signal of the electrode 55. And a demodulating circuit 567 for detecting audio data, and a correcting circuit 568 for determining and correcting whether the H level and the L level of the demodulated signal output from the demodulating circuit 567 are inverted. Good.

  The control circuit 53 has a function of converting sound detected by the microphone 51 into sound data and a function of converting sound data transmitted from the sound relay device 1b into sound.

  In the call center, a plurality of similar user devices are used. A unique user identifier is stored in the memory 61 of each user device. The user Ua wears the user device 5a which is one of the user devices.

  FIG. 3 is a configuration diagram of the voice relay device 1b.

  As shown in FIG. 3A, the voice relay device 1b is provided in the telephone 1 for a user who uses the voice relay device identifier indicating the voice relay device 1b and the chair 4 on the voice relay device 1b. A memory 101 in which the address of the adapter 1a is stored, an electrode 102 provided on the floor under the chair 4 used by the user, to which a voltage is applied via the user Ua and the chair 4, and the electrode 102 A detecting unit 103 that detects a user identifier and voice data indicating voice from the user by the applied voltage, and transmits the voice relay device identifier and the detected user identifier to the management device 3, and the detected voice data is transmitted to the adapter 1a. A voltage having a waveform corresponding to audio data indicating audio to the user transmitted from the adapter 1a and the transmitter 1 transmitted from the adapter 1a is generated and applied to the electrode It comprises an oscillating circuit 105.

  The detection unit 103 includes an electro-optical detection unit 1031 that optically detects a voltage applied to the electrode 102, a signal processing circuit 1032 that converts an optical detection result into an electric signal, and a waveform shaping circuit that shapes the waveform of the electric signal. 1033. The electrode 102 is provided upward.

  As shown in FIG. 3B, the detection unit 103 includes a carrier recovery circuit 1036 that extracts a carrier wave from the voltage signal of the electrode 102, a carrier wave regenerated by the carrier recovery circuit 1036, and a voltage signal of the electrode 102. And a demodulating circuit 1037 for detecting the user identifier and the audio data, and a correcting circuit 1038 for determining and correcting whether the H level and the L level of the demodulated signal output from the demodulating circuit 1037 are inverted. May be.

  The transmission unit 104 has a function of receiving voice data indicating voice to the user transmitted from the adapter 1a, and a function of transmitting the user identifier to the management apparatus 3 when the user identifier is not continuously transmitted from the user device 5a. Have both.

  FIG. 4 is a configuration diagram of the management apparatus 3.

  For each voice relay device identifier, the management device 3 includes a user identifier indicating a user who is permitted to use the telephone 1 provided at the location indicated by the voice relay device identifier, and an adapter 1a provided in the telephone 1. Management information storage unit 31 for storing the address, flag F1 indicating that the user is at the location of the telephone 1, and flag F2 indicating that the telephone 1 is being used, and the associated voice relay apparatus identifier And the user identifier are transmitted, the flag F1 is associated with the voice relay device identifier and the user identifier, and the management information storage unit 31 is associated with the address of the adapter 1a that has notified that the telephone 1 is being used. And a control circuit 32 for associating the flag F2 with the stored user identifier and voice relay device identifier.

  The control circuit 32 has a function of receiving information from the adapter 1a and the voice relay device 1b, a function of permitting the formation of a communication link between the adapter 1a and the voice relay device 1b, and a function of canceling the permission.

  FIG. 5 is a diagram showing a schematic configuration of the adapter 1a.

  The adapter 1a uses the memory 111 in which the address of the voice relay device 1b provided on the floor under the chair 4 of the user who uses the telephone 1 provided with the adapter 1a and the telephone 1 are used. A determination unit 112 that determines whether or not, a switch 113 for enabling one of the receiver 11 and the user device 5 of the telephone 1 and disabling the other, and voice data indicating voice from the user converted into an analog signal and the telephone 1 is provided. The communication unit 114 converts the analog signal transmitted from the telephone 1 into voice data indicating voice to the user and transmits the voice data to the voice relay apparatus 1b.

  The telephone 1 transmits a signal to the determination unit 112 while the handset 11 is lifted, and the determination unit 112 determines whether or not the telephone 1 is being used based on the signal. For example, the telephone 1 detects an increase or decrease in light caused by raising or lowering the receiver 11 with a photocoupler or the like.

(Operation of telephone system according to the present embodiment)
FIG. 6 is a sequence diagram showing the operation of the telephone system according to the present embodiment.

  The control circuit 53 of the user device 5a reads the user identifier from the memory 52. The oscillation circuit 54 generates a voltage having a waveform corresponding to the user identifier, and continuously applies the voltage to the electrode 55. The electrode 55 applies the voltage to the user Ua.

  The user Ua sits on the chair 4 to answer the question. The electrode 55 of the user device 5a applies a voltage having a waveform corresponding to the user identifier to the electrode 41 of the chair 4 via the user Ua. The electrode 42 of the chair 4 applies a voltage having a waveform corresponding to the user identifier to the electrode 102 of the voice relay device 1b. Thus, the user device 5a continuously transmits the user identifier to the voice relay device 1b (T1).

  The detection unit 103 of the voice relay device 1 b detects the user identifier based on the voltage applied to the electrode 102. Here, the electro-optical detection unit 1031 optically detects the voltage applied to the electrode 102, and the signal processing circuit 1032 converts the optical detection result into an electrical signal. The waveform shaping circuit 1033 shapes the waveform of the electric signal, detects the user identifier from the waveform after shaping, and outputs the user identifier to the transmission unit 104.

  Alternatively, the carrier wave recovery circuit 1036 extracts the carrier wave from the voltage signal of the electrode 102, and the demodulation circuit 1037 detects and corrects the user identifier based on the carrier wave reproduced by the carrier wave recovery circuit 1036 and the voltage signal of the electrode 102. The circuit 1038 determines whether the H level and the L level of the demodulated signal output from the demodulating circuit 1037 are inverted, corrects the inversion if necessary based on the determination result, and transmits the user identifier using the demodulated signal. To 104.

  Although not illustrated, in more detail, for example, the electro-optic detection unit 1031 couples an electric field according to the voltage of the electrode to the electro-optic crystal and causes the laser beam to enter the electro-optic crystal, thereby causing the laser beam to enter. Causes a deflection change. The signal processing circuit 1032 converts the deflection change into an intensity change by, for example, separating the laser beam in which the deflection change has occurred with a deflection beam splitter, and converts the intensity change of the laser beam into an electrical signal using a photoelectric conversion element or the like. . The waveform shaping circuit 1033 amplifies the electric signal using a low noise amplifier, and removes unnecessary noise components outside the signal band using a filter such as a low-pass filter, a high-pass filter, or a band-pass filter.

  The transmitting unit 104 reads the voice relay device identifier from the memory 101, and transmits the user identifier transmitted from the waveform shaping circuit 1033 and the voice relay device identifier to the management device 3 via the network 2 (T3).

  If the transmitted user identifier and the voice relay device identifier are stored in the management information storage unit 31 in association with each other, the control circuit 32 of the management device 3 is connected to the user identifier and the voice relay device identifier. The flag F1 indicating that the user is at the place is associated (T5). The control circuit 32 transmits and receives voice data between the adapter 1a and the voice relay device 1b with respect to the adapter 1a having the address stored in the management information storage unit 31 in association with the user identifier and the voice relay device identifier. A notification permitting the formation of a communication link for transmission is transmitted (T7).

  Receiving the notification, the communication unit 114 of the adapter 1a reads the address from the memory 111, and forms a communication link with the voice relay device 1b having the address (T9).

  In order to answer a question, the user Ua lifts the handset 11 of the telephone 1 and operates the adapter 1a to set the state of the switch 113 so that the user device 5a is enabled. Thereby, a communication link is formed between the communication unit 114 and the telephone 1. The determination unit 112 determines from the signal from the telephone set 1 that the telephone set 1 is being used, and notifies the communication unit 114 accordingly. The communication unit 114 notifies the management device 3 that the telephone 1 is being used (T11).

  The control circuit 32 of the management device 3 uses the telephone 1 for the user identifier and the voice relay device identifier stored in the management information storage unit 31 in association with the address of the adapter 1a that has notified that the telephone 1 is being used. The flag F2 indicating that it has been set is associated (T13).

  For example, when the management device 3 is operated, the control circuit 32 of the management device 3 converts the content stored in the management information storage unit 31 into a name that is easy to understand if necessary, and displays it on a display device (not shown). Let By looking at the displayed contents, it is possible to know whether each user is at the place of the telephone 1 and whether the telephone 1 is being used.

  The user Ua utters a voice in order to answer a question or the like. The microphone 51 of the user device 5a detects the sound. The control circuit 53 converts the sound into sound data indicating the sound. The oscillation circuit 54 generates a voltage having a waveform corresponding to the audio data, and applies the voltage to the electrode 55. The electrode 55 applies the voltage to the user Ua. Thus, the user device 5a transmits the voice data to the voice relay device 1b (T21).

  The detection unit 103 of the voice relay device 1 b detects voice data based on the voltage applied to the electrode 102. Here, the electro-optical detection unit 1031 optically detects the voltage applied to the electrode 102, and the signal processing circuit 1032 converts the optical detection result into an electrical signal. The waveform shaping circuit 1033 shapes the waveform of the electric signal, detects audio data from the waveform after shaping, and outputs the audio data to the transmission unit 104.

  Alternatively, the carrier wave reproduction circuit 1036 extracts a carrier wave from the voltage signal of the electrode 102, and the demodulation circuit 1037 detects and corrects the audio data based on the carrier wave reproduced by the carrier wave reproduction circuit 1036 and the voltage signal of the electrode 102. The circuit 1038 determines whether the H level and the L level of the demodulated signal output from the demodulating circuit 1037 are inverted, corrects the inversion if necessary based on the determination result, and transmits the audio data based on the demodulated signal. To 104.

  The transmission unit 104 reads the address from the memory 101, and transmits the audio data transmitted from the waveform shaping circuit 1033 to the adapter 1a having the address via the network 2 (T23).

  The communication unit 114 of the adapter 1a converts the audio data into an analog signal and transmits it to the telephone 1 (T25).

  The telephone 1 transmits the analog signal to the consumer's telephone via the telephone network 1A.

  When the telephone 1 receives an analog signal indicating voice from the consumer's telephone via the telephone network 1A, the telephone 1 transmits the analog signal to the communication unit 114 of the adapter 1a (T27).

  The communication unit 114 of the adapter 1a converts the analog signal into voice data, and transmits the voice data to the voice relay device 1b (T29).

  The transmission unit 104 of the voice relay apparatus 1b receives the voice data, and the oscillation circuit 105 of the voice relay apparatus 1b generates a voltage having a waveform corresponding to the voice data and applies the voltage to the electrode 102. The electrode 102 applies the voltage to the electrode 42 of the chair 4. The electrode 41 of the chair 4 applies the voltage to the electrode 55 of the user device 5a via the user Ua (T31).

  The detection unit 56 of the user device 5a detects sound data indicating sound to the user Ua based on the voltage applied to the electrode 55. Here, the electro-optical detection unit 561 optically detects the voltage applied to the electrode 55, and the signal processing circuit 562 converts the optical detection result into an electrical signal. The waveform shaping circuit 563 shapes the waveform of the electrical signal, detects audio data from the waveform after shaping, and outputs the audio data to the control circuit 53.

  Detailed operations of the electro-optic detection unit 561, the signal processing circuit 562, and the waveform shaping circuit 563 are the same as those of the electro-optic detection unit 1031, the signal processing circuit 1032, and the waveform shaping circuit 1033 in the detection unit 103 of the voice relay apparatus 1b. .

  The detailed operation when the detection unit 56 includes the carrier recovery circuit 566, the demodulation circuit 567, and the correction circuit 568 is the same as that of the carrier recovery circuit 1036, the demodulation circuit 1037, and the correction circuit 1038 in the detection unit 103 of the voice repeater 1b. It is the same.

  The control circuit 53 converts the sound data into an analog signal, and the speaker 57 reproduces the sound with the analog signal.

  When the user Ua finishes answering the question, the user Ua returns the receiver 11 of the telephone 1 to the original state. Since there is no signal from the telephone set 1, the determination unit 112 determines that the telephone set 1 is not being used and notifies the communication unit 114 to that effect. The communication unit 114 notifies the management device 3 that the telephone 1 is not being used (T41).

  The control circuit 32 of the management device 3 cancels the association of the flag F2 with the user identifier and the voice relay device identifier stored in the management information storage unit 31 in association with the address of the adapter 1a that has notified that the telephone 1 is not being used. (T43).

  As described above, for example, when the management device 3 is operated, the control circuit 32 of the management device 3 converts the content stored in the management information storage unit 31 into an easily understandable name if necessary. Display on a display device that does not. By looking at the displayed contents, it is possible to know whether each user is at the place of the telephone 1 and whether the telephone 1 is being used.

  For example, the user Ua leaves the chair 4 to take a break. Thereby, transmission of the user identifier from the user apparatus 5a to the voice relay apparatus 1b is interrupted.

  For example, if the user identifier is not transmitted during the elapse of a predetermined length of time, the transmission unit 104 of the voice relay device 1b notifies the management device 3 via the network 2 of the user identifier. (T51).

  The control circuit 32 of the management device 3 cancels the association of the flag F1 with the transmitted user identifier in the management information storage unit 31 (T53). In addition, the control circuit 32 notifies the adapter 1a having the address stored in the management information storage unit 31 in association with the user identifier to cancel the permission to form a communication link between the adapter 1a and the voice relay device 1b. Is transmitted (T55).

  Upon receiving the notification, the communication unit 114 of the adapter 1a reads the address from the memory 111 and disconnects the communication link formed with the voice relay device 1b having the address (T57).

  Therefore, according to the telephone system according to the present embodiment, it is possible to automatically detect the situation of the user who uses the telephone. Specifically, it is possible to automatically detect whether each user is at the location of the telephone.

  Further, according to this telephone system, it is possible to automatically detect whether each user is using a telephone.

  The telephone system forms a communication link between the adapter and the voice relay device only when the user identifier and voice relay device identifier stored in association with the management device are transmitted. It can be used only by the user to be used and not used by other users.

  In addition, since the voice relay device electrode is provided on the floor and the movable chair described above is provided, the telephone can be used even if the position of the chair is changed.

  If you don't need a movable chair, replace it with a fixed one without electrodes, and install the voice relay device's electrodes on its fixed seat and back. Works effectively.

1 is a configuration diagram of a telephone system according to an embodiment. FIG. It is a block diagram of the user apparatus 5a shown in FIG. It is a block diagram of the voice relay apparatus 1b shown in FIG. It is a block diagram of the management apparatus 3 shown in FIG. It is a figure which shows schematic structure of the adapter 1a shown in FIG. It is a sequence diagram which shows operation | movement of the telephone system shown in FIG.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Telephone 1a ... Adapter 1b ... Voice relay apparatus 3 ... Management apparatus 4 ... Chair 5a ... User apparatus 31 ... Management information storage part 32, 53 ... Control circuit 41, 42, 55, 102 ... Electrode 51 ... Microphone 52, 61, DESCRIPTION OF SYMBOLS 101, 111 ... Memory 54, 105 ... Oscillation circuit 56, 103 ... Detection part 57 ... Speaker 104 ... Transmission part 114 ... Communication part F1, F2 ... Flag Ua ... User

Claims (4)

A user device, a voice relay device, and a management device;
The user device is mounted on a user's head, and includes a microphone that detects the user's voice, a memory that stores a user identifier indicating the user, a control circuit that reads the user identifier, An oscillation circuit for generating a voltage having a waveform corresponding to the read user identifier and a voltage having a waveform corresponding to the audio data indicating the detected sound, an electrode for applying the voltage to the user, and the electrode A detection unit that detects sound data indicating sound to the user by a voltage applied to the speaker, and a speaker that reproduces sound corresponding to the detected sound data,
The voice relay device includes a memory in which a voice relay device identifier indicating the voice relay device is stored, an electrode to which a voltage is applied via the user, and the user identifier and the user based on the voltage applied to the electrode. Detecting a voice data indicating voice from the voice relay device identifier, reading the voice relay device identifier, transmitting the voice relay device identifier and the detected user identifier to the management device, and detecting the detected voice data A transmitter for transmitting to a telephone set provided at a place where a voice relay device is provided, and an oscillation for generating a voltage having a waveform corresponding to voice data indicating voice to the user transmitted from the telephone and applying the voltage to the electrode With circuit,
The management device stores a management information storage unit that associates and stores the user identifier and the voice relay device identifier, and if the voice relay device identifier and the user identifier are transmitted, A telephone system comprising a control circuit that associates a flag indicating that the user is at the telephone location. The telephone includes an adapter having a communication unit that notifies the server if the telephone is being used,
The control circuit of the management device, when notified that the telephone is being used, associates a flag indicating that the telephone is being used with the voice relay device identifier and the user identifier. The telephone system according to claim 1. The telephone includes an adapter having a communication unit that converts an analog signal indicating voice to the user into voice data and converts voice data indicating voice from the user into an analog signal.
When the user identifier and the voice relay device identifier stored in the management information storage unit are transmitted, the control circuit of the management device transmits the adapter to the adapter between the adapter and the voice relay device. Send a notification that allows you to form a communication link to send and receive audio data,
The telephone system according to claim 1, wherein the adapter forms the communication link when the notification is transmitted. The electrode of the voice relay device is provided on the floor,
A movable chair comprising: an electrode to which a voltage is applied via the user; and an electrode connected to the electrode and disposed toward the floor is provided. Phone system as described in.

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