JP2019149008A - Communication device, communication program, and communication method - Google Patents

Abstract

To allow a supervisor to hear a call by a supervised person in a virtual space.SOLUTION: A communication device according to the present invention comprises: positional information retention means for retaining positional information of one or a plurality of supervised persons disposed in a virtual space and positional information of a supervisor therein; relative positional information calculation means for inputting the positional information of the one or the plurality of supervised persons and the positional information of the supervisor for calculating relative positional information expressing a relative positional relationship in the virtual space for the one or the plurality of supervised persons; call monitoring information supervision means for inputting the relative positional information between the supervisor and the one or the plurality of supervised persons for supervising call monitoring information of the one or the plurality of supervised persons; and audio outputting means for adjusting a first stereo audio signal in the one or the plurality of supervised persons by using the call monitoring information of the one or the plurality of supervised persons, and combining thereof with an adjusted second stereo audio signal for outputting the combined audio to a terminal of the supervisor.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a communication apparatus, a communication program, and a communication method, and can be applied to an apparatus for monitoring an operator's call in a call center, for example.

  Conventionally, in a call center system, a method has been proposed for a supervisor (hereinafter also referred to as “manager”) to efficiently monitor the response status of an operator (hereinafter also referred to as “managed person”). Yes.

  In Patent Literature 1, a supervisor confirms an operator's seat, the elapsed time of a call, and the like, and performs call monitoring.

  Patent Document 2 discloses a method in which when a fraudulent call is received, the content of the call is converted into a character string, and when it matches a keyword registered in advance, a notification is sent to the contact.

  Patent Document 3 discloses a method for displaying an operator's seat layout on a computer used by a supervisor for monitoring. In Patent Document 3, when a predetermined keyword is included in the operator's call, a text including the predetermined keyword is displayed on the seat map of the operator displayed on the seat layout, so that a plurality of keywords can be simultaneously displayed. Discloses a method for efficiently monitoring the operator's call.

JP 2008-109178 A JP 2007-96962 A JP-A-2006-119634

  However, all of the conventional methods cut out and notify only a part of the information existing on the call center by program control. Therefore, there is a possibility that the supervisor cannot correctly grasp the operator's response status.

  In Patent Document 1, only the operator's response time is displayed on the screen. For this reason, in Patent Document 1, in order to confirm the contents of reception, a separate call monitoring operation is required, which is inefficient.

  Japanese Patent Laid-Open No. 2004-228688 has a mechanism for notifying only when a keyword registered in advance occurs. Therefore, in Patent Document 2, if the keyword is not generated even when the response quality is low or the response partner is malicious, the supervisor is not notified.

  In Patent Document 3, since the contents of the responses of a plurality of operators are displayed in text, information that is necessary for human intuitive judgment such as conversational inflection is lost. Therefore, in Patent Document 3, when a plurality of texts are displayed at the same time, it is assumed that it is difficult to determine in which response the problem really occurs with only the text.

  The present invention has been made in view of the above-described problems, and provides a communication device, a communication program, and a communication method capable of listening to the operator's correspondence as if standing by the operator and listening with his / her ears. It is something to try.

  In order to solve such a problem, a communication apparatus according to the first aspect of the present invention holds (1) position information of one or a plurality of managers and position information of managers arranged in a virtual space. And (2) one or a plurality of managed person's positional information and the manager's positional information are input, and the relative positional relationship in the virtual space of the one or more managed persons Relative position information calculating means for calculating relative position information indicating the position of the call, and (3) input of relative position information between the administrator and one or a plurality of managers to monitor the call of one or a plurality of managers Call monitoring information management means for managing information, and (4) adjusting the first stereo audio signal of one or more managed persons using the call monitoring information of one or more managed persons, 2 audio output means for outputting a stereo audio signal to the administrator's terminal. The features.

  According to a second aspect of the present invention, there is provided a communication program comprising: (1) position information holding means for holding position information of one or a plurality of managers and position information of managers arranged in a virtual space; And (2) relative position information indicating the relative positional relationship in the virtual space of one or more managed persons by inputting the positional information of one or more managed persons and the positional information of the manager. And (3) a call for managing call monitoring information of one or more managed persons by inputting relative position information between the administrator and one or more managed persons. Using the monitoring information management means and (4) one or more managed person's call monitoring information, the first stereo audio signal in one or more managed persons is adjusted, and the adjusted second stereo audio signal is obtained. , Function as a voice output means to output to the administrator's terminal And wherein the door.

  A communication method according to a third aspect of the present invention is a communication method in a communication device, wherein the communication device includes: (1) position information of one or a plurality of managed persons arranged in a virtual space; (2) One or a plurality of managed person's position information and the manager's position information are input, and the one or a plurality of managed persons on the virtual space A relative position information calculating step for calculating relative position information indicating a relative positional relationship in (3), and inputting relative position information between an administrator and one or a plurality of managers to input one or more The call monitoring information management step for managing the call monitoring information of the managed person, and (4) adjusting the first stereo audio signal in the one or more managed persons using the call monitoring information of the one or more managed persons And output the adjusted second stereo audio signal to the administrator's terminal And having an audio output unit step that.

  According to the present invention, the administrator listens to the manager's call voice based on the manager's and manager's location information, so that the manager stands by the manager's response content, You can listen as if you were listening.

It is a whole lineblock diagram showing the whole call center system composition concerning an embodiment. It is an internal block diagram which shows the internal structure of the call control apparatus which concerns on embodiment. It is an internal block diagram which shows the internal structure of the operator terminal which concerns on embodiment. It is an internal block diagram which shows the internal structure of the supervisor terminal which concerns on embodiment. It is an internal block diagram which shows the internal structure of the virtual position information control apparatus which concerns on embodiment. It is an internal block diagram which shows the internal structure of the audio | voice control apparatus which concerns on embodiment. It is a block diagram which shows the structure of the virtual position information which concerns on embodiment. It is a block diagram which shows the structure of the virtual relative position information which concerns on embodiment. It is explanatory drawing explaining the calculation process of the virtual relative position which concerns on embodiment. It is a block diagram which shows the structure of the call monitoring session information which concerns on embodiment. It is a sequence diagram which shows the registration / update process of the virtual position information which concerns on embodiment. It is a sequence diagram which shows the operator's call audio | voice listening process which concerns on embodiment.

(A) Main Embodiments Hereinafter, embodiments of a communication device, a communication program, and a communication method according to the present invention will be described in detail with reference to the drawings.

  This embodiment exemplifies a case where the present invention is applied to a call center system.

(A-1) Configuration of Embodiment FIG. 1 is an overall configuration diagram showing an overall configuration of a call center system according to an embodiment.

  1, the call center system 10 according to the embodiment includes a gateway device 20, a call control device 30, a network device 40, a storage device 50, an operator terminal 60 (60-1 to 60-n; n is an integer), and a supervisor terminal 70. (70-1 to 70-m; m is an integer), and includes a virtual position information control device 80 and a voice control device 90.

  The call center system 10 is constructed as an IP network using the network device 40. Note that the communication line of the IP network of the call center system 10 may be a wired line or a wireless line.

  The gateway device 20 is connected to the subscriber line network NT and communicates with a customer terminal (not shown) via the subscriber line network NT. More specifically, the gateway device 20 packetizes the incoming call, voice signal or information data signal received from the customer terminal via the subscriber line network NT, and gives the packet to the network device 40, or from the network device 40. The acquired packet is converted into a voice signal or an information data signal and sent to the subscriber line network NT toward the customer terminal.

  The network device 40 relays communication packets between the components constituting the call center system 10, and for example, a communication device such as a router, a switch, or a wireless access point can be applied.

  The storage device 50 stores information related to an operator and a supervisor who are located in a call center. For example, the storage device 50 allows the operator to understand which operator terminal 60 is used to perform the business, and input operator identification information and operator terminal 60 identification information (for example, a telephone number). , Identifiers, etc.) are stored. Further, the storage device 50 may store information related to the input skill of the operator to the customer. Further, the storage device 50 may be information on a plurality of operators that the supervisor is in charge of monitoring, and may store information on the plurality of operators that are input.

  When receiving an incoming call from a customer terminal through the network device 40, the call control device 30 executes call control between the customer terminal and one of the operator terminals 60 (60-1 to 60-n). . Further, when the call control device 30 obtains a request for listening to the call voice of the operator to be monitored from the supervisor terminal 70, the call control device 30 requests the voice control device 90 to control the call voice of each operator.

  FIG. 2 is an internal configuration diagram illustrating an internal configuration of the call control device 30 according to the embodiment. In FIG. 2, the call control device 30 according to the embodiment includes an information communication unit 31 and a call distribution unit 32.

  The information communication unit 31 transmits and receives information related to call control in order to establish a communication call or disconnect a call on the IP network in the call center system 10.

  When the information communication unit 31 receives an incoming call, the call distribution unit 32 selects the operator terminal 60 that can respond to the non-calling operator terminal 60 among the operator terminals 60-1 to 60-n. To do. The selection method of the operator terminal 60 is not particularly limited, and various methods can be widely applied. The call distribution unit 32 instructs the information communication unit 31 to establish a call between the selected operator terminal 60 and the calling customer terminal. By the call establishment process, a call between the customer terminal and the selected operator terminal 60 is started via the IP network and the subscriber line network NT.

  The operator terminal 60 (60-1 to 60-n) is a terminal used by each operator when interacting with a caller, and has a voice acquisition function and a voice reproduction function. The operator terminal 60 may be a dedicated telephone device such as an IP phone or a mobile phone, or may be application software that operates on a personal computer, a smartphone, or the like. Note that the operator terminal 60 may be a device in which a plurality of devices such as a telephone and a personal computer operate in cooperation with each other, by converting the call voice into character information by voice recognition processing together with the output of the reproduced voice, For example, it may be displayed on a display device (not shown) such as a display.

  FIG. 3 is an internal configuration diagram showing an internal configuration of the operator terminal 60 according to the embodiment. In FIG. 3, each operator terminal 60 includes an information communication unit 61 and an audio reproduction unit 62.

  The information communication unit 61 transmits / receives control packets related to call control to / from the call control device 30 and transmits / receives voice packets to / from the gateway device 20.

  The voice reproduction unit 62 reproduces a voice signal from an IP packet sequence corresponding to the received call voice (voice packet) via the IP network, and outputs a call voice based on the voice signal from a speaker (not shown). Let

  Supervisor terminals 70 (70-1 to 70-m) are terminals used by the supervisor. As the supervisor terminal 70, various terminals can be widely applied as long as they have a sound reproduction function, a position information input function, and an image display function, and for example, a personal computer can be applied.

  FIG. 4 is an internal configuration diagram showing an internal configuration of the supervisor terminal 70 according to the embodiment. In FIG. 4, each supervisor terminal 70 includes an information communication unit 71, an audio reproduction unit 72, a position information instruction unit 73, and an image display unit 74.

  The information communication unit 71 is control information related to the operator's call monitoring with the call control device 30, that is, the information communication unit 71 is a call monitoring start signal, a call monitoring end signal, etc. Send and receive information. In addition, the information communication unit 71 notifies the call control device 30 of the virtual position information and receives the voice of the operator to be a call monitoring target.

  The voice reproducing unit 72 reproduces each operator's voice received by the information communication unit 71. In order for a supervisor who is away from the operator to be monitored or at a remote location to listen to the operator's call voice with a sense of reality, the voice playback unit 72 plays back the voice of the operator with stereo voice.

  The position information instruction unit 73 designates the virtual position information of the supervisor itself. As will be described later, each operator is assigned virtual position information to a virtual space (virtual two-dimensional space or three-dimensional space; hereinafter also referred to as a “virtual map”), and each operator is arranged in the virtual space. Thus, the position information instruction unit 73 can designate the position of the supervisor in the virtual space.

  The supervisor designates the virtual position information of the supervisor in the virtual space in order to listen to the operator's call voice. Therefore, even if the supervisor is not actually moving, the supervisor can move the position of the supervisor in the virtual space and listen to the operator's voice.

  For example, a pointing device such as a keyboard or a mouse, a touch panel, or the like can be applied to the position information instruction unit 73. Further, the position information instruction unit 73 may be a dedicated arbitrary device.

  The image display unit 74 displays the operator's seat layout in the virtual space based on the virtual position information of the operator. The image display unit 74 may be a display mounted on the supervisor terminal 70, for example, or may be an external device such as a head mounted display or a projector. In addition, the seat layout displayed on the image display unit 74 may be a planar image or a stereoscopic image, and a planar image and a stereoscopic image may be selected / selected. You may enable it to switch.

  The virtual position information control device 80 holds virtual position information of each operator and virtual position information of the supervisor in the virtual space, and based on the virtual position information of each operator and the virtual position information of the supervisor, the virtual relative information The position information is derived.

  FIG. 5 is an internal configuration diagram illustrating an internal configuration of the virtual position information control device 80 according to the embodiment. In FIG. 5, the virtual position information control device 80 includes an information communication unit 81, a position information holding unit 82, and a virtual relative position information calculation unit 83.

  The information communication unit 81 transmits / receives control information related to the calculation of virtual relative position information through the call control device 30 and transmits the calculated virtual relative position information to / from the voice control device 90.

  The position information holding unit 82 holds virtual position information of an operator and a supervisor, and holds virtual relative position information calculated by a virtual relative position information calculation unit 83 described later. The virtual position information of the operator and the supervisor is information including a coordinate value with respect to the origin in the two-dimensional or three-dimensional virtual space and an angle formed by the origin and the coordinate value.

  The virtual relative position information calculation unit 83 inputs the virtual position information of the operator and the virtual position information of the supervisor held in the position information holding unit 82, and based on the virtual position information of the operator and the virtual position information of the supervisor Thus, virtual relative position information between the operator and the supervisor is calculated. A detailed description of the calculation process of the virtual relative position information will be described later. The virtual relative position information calculation unit 83 basically calculates virtual relative position information between the supervisor and all operators to be monitored, but one or more specific operators specified from the supervisor terminal 70. Virtual relative position information between the computer and the supervisor may be calculated.

  The voice control device 90 acquires virtual relative position information between the operator and the supervisor from the virtual position information control device 80 via the IP network, and call monitoring session information (to be described later) based on the acquired virtual relative position information ( Hereinafter, it is also simply referred to as “call monitoring information”) for each operator. Furthermore, using the call monitoring session information of each operator, the call audio signal (stereo audio signal including right audio signal and left audio signal) of each operator is adjusted, and the audio signals of each operator are combined (mixed). Is transmitted to the supervisor terminal 70.

  FIG. 6 is an internal configuration diagram showing an internal configuration of the voice control device 90 according to the embodiment. In FIG. 6, the voice control device 90 includes an information communication unit 91, a call monitoring session information management unit 92, and a voice coupling unit 93.

  The information communication unit 91 communicates information between the call control device 30 and the virtual position information control device 80.

  The call monitoring session information management unit 92 calculates and holds call monitoring session information for each operator based on virtual position information between each operator and the supervisor. When a plurality of supervisors are set, the call monitoring session information of the corresponding operator is calculated and held for each supervisor. The details of the call monitoring session information (call monitoring information) will be described later, but include weight information for the corresponding operator's call voice (call voice signal).

  The voice coupling unit 93 assigns a weight to the call voice signal of the corresponding operator using the call monitoring session information between the supervisor and each operator held in the call monitoring session information management unit 92, and calls voice Adjust. Further, the voice combining unit 93 executes the call voice signal after adjustment of each operator related to the supervisor for combining (mixing), and transmits it to the corresponding supervisor terminal 70.

(A-2) Operation of Embodiment Next, an operator's call monitoring process in the call center system 10 according to this embodiment will be described with reference to the drawings.

(A-2-1) Registration and update processing of virtual position information First, registration or update processing of virtual position information of the operator terminal 60 and the supervisor terminal 70 will be described first.

  FIG. 11 is a sequence diagram illustrating virtual position information registration / update processing according to the embodiment.

  The operator terminal 60 and the supervisor terminal 70 register virtual position information in advance with respect to the virtual position information control device 80. The virtual position information of the operator terminal 60 and the supervisor terminal 70 is assigned by an arbitrary method, and the operator terminal 60 and the supervisor terminal 70 notify the position information holding unit 82 of the virtual position information control device 80 (step s11).

  In this way, the virtual position information of the operator terminal 60 and the supervisor terminal 70 is registered in the position information holding unit 82 of the virtual position information control device 80.

  Even when the virtual position information of the operator terminal 60 and the supervisor terminal 70 is changed, the operator terminal 60 and the supervisor terminal 70 similarly notify the virtual position information control device 80 of the changed virtual position information. Thus, the virtual position information is updated.

  Here, virtual position information of the operator terminal 60 and the supervisor terminal 70 will be described with reference to FIG.

  FIG. 7 is a configuration diagram illustrating a configuration of virtual position information according to the embodiment.

  As shown in FIG. 7, the virtual position information 100 of the operator and the supervisor has an operator identifier or a supervisor identifier and position information. The operator identifier is identification information for uniquely identifying the operator terminal 60 (or operator), and the supervisor identifier is identification information for uniquely identifying the supervisor terminal 70 (or supervisor). The position information is virtual position information on a virtual space (virtual map).

  For example, a virtual map is assumed to be a plane, and (x, y, θ) is used as position information. x indicates the coordinate value of the horizontal axis on the virtual map, and y indicates the coordinate value of the vertical axis on the virtual map. θ indicates an angle on the virtual map, and indicates in which direction the operator or supervisor is facing on the virtual map.

  The virtual location information (location information) does not need to be related to the actual operator / supervisor location, and the operator and the supervisor are present on the same floor on the virtual map even if the location is actually far away. Is set as follows. Therefore, it can be said that the virtual position information of the operator and the supervisor is position information on the virtual map.

  As illustrated in FIG. 11, the position information holding unit 82 that has received the notification that the virtual position information has been received registers (or updates) the virtual position information.

  Here, as will be described later, in order to control the sound actually heard by the supervisor, relative virtual position information between the supervisor and the operator is required.

  Therefore, in the following, calculation processing of virtual relative position information between the supervisor and the operator will be described.

  Upon receiving notification of virtual position information from the supervisor terminal 70, the virtual relative position information calculation unit 83 calculates virtual relative position information with the operator terminal 60 already registered in the position information holding unit 82. Alternatively, when receiving the notification of the virtual position information from the operator terminal 60, the virtual relative position information calculation unit 83 calculates the virtual relative position information with the supervisor terminal 70 that has already been registered.

  That is, when the virtual relative position information calculating unit 83 acquires the virtual relative position information of the operator terminal 60 or the supervisor terminal 70, the virtual relative position information with the operator to be monitored by the supervisor is calculated in advance. The calculated virtual relative position information is stored in the position information holding unit 82.

  FIG. 8 is a configuration diagram illustrating the configuration of the virtual relative position information 110 according to the embodiment.

  As shown in FIG. 8, the virtual relative position information 110 includes a supervisor identifier, an operator identifier, and relative position information.

  Since the virtual relative position information 110 includes relative position information between the supervisor and the operator, the virtual relative position information 110 is uniquely determined by a combination of the supervisor identifier and the operator identifier.

  The relative position information is information indicating a virtual relative positional relationship between the supervisor indicated by the supervisor identifier and the operator indicated by the operator identifier.

  FIG. 9 is an explanatory diagram illustrating a virtual relative position calculation process according to the embodiment.

  When the supervisor monitors the call voices of a plurality of operators in the real world, the direction and volume of the call voices of the operators reaching the supervisor vary depending on the positional relationship and distance between the supervisor and the operator. For example, the call voice from the operator on the right side of the supervisor is heard loudly on the right side (right ear) of the supervisor, and the call voice from the operator on the left side is loudly heard on the left side (left ear) of the supervisor. In addition, for example, the voice of an operator who is close to the supervisor sounds louder than an operator who is far away.

  In this embodiment, in the virtual space (on the virtual map), as in the real world, the direction and volume of the call voice reaching the supervisor vary depending on the positional relationship with the operator that the supervisor listens to and the distance to the operator. Considering that.

In FIG. 9, the virtual relative position information (r, θ _r ) is calculated as the virtual position information (x ₀ , y ₀ , θ ₀ ) of the supervisor and the virtual position information (x _i , y _i , θ _i ) of the operator. The case where it does is demonstrated.

The origin is set at an arbitrary position on the virtual map, and the virtual position information (x ₀ , y ₀ ) of the supervisor and the virtual position information (x _i , y _i ) of the operator are on the virtual map. It is a coordinate value based on the origin of.

In the virtual relative position information (r, θ _r ), r indicates the distance between the supervisor and the operator on the virtual map. The virtual relative position information calculation unit 83 includes supervisor virtual position information (x ₀ , y ₀ , θ ₀ ) and operator virtual position information (x _i , y _i , θ) held in the position information holding unit 82. Based on _i ), the value of the distance r is calculated by Equation (1).

In the virtual relative position information (r, θ _r ), θ _r is the direction of the straight line connecting the supervisor position and the operator position on the virtual map and the supervisor angle (the angle in the direction in which the supervisor listens) θ ₀ . An angle formed by (a straight line in the vector direction). Also, each degree formed by a line parallel to the supervisor's x coordinate axis and a straight line connecting the supervisor position and the operator position is defined as θ _i1 with the supervisor position as a reference point. In this case, the virtual relative position information calculation unit 83 calculates the value of θ _i1 by the following equations (2) and (3).

Using the calculated θ _i1 as described above, the virtual relative position information calculation unit 83 calculates the value of θ _r by the following equations (4) and (5).

As described above, the virtual relative position information calculation unit 83 calculates virtual relative position information (r, θ _r ) between the supervisor position and each operator position, and each virtual relative position information (r, θ _r ). Is stored in the position information holding unit 82.

(A-2-2) Operator Call Voice Listening Process FIG. 12 is a sequence diagram showing an operator call voice listening process according to the embodiment.

  The supervisor terminal 70 requests an operator call listening request to the call distribution unit 32 of the call control device 30 by the operation of the supervisor (step s21).

  For example, the operator's seat layout in the virtual space is displayed on the display device (not shown) of the supervisor terminal 70. The supervisor can make a request to listen to the operator call by selecting a listen request selection button in order to monitor the call voice of the operator who is responding to the caller customer.

  At this time, the supervisor can actually move in the floor on the virtual map in the same manner as the supervisor looks around the floor. For example, the supervisor terminal 70 is set with a virtual monitoring route that moves at a predetermined speed so that the supervisor moves within the floor on the virtual map, and the supervisor automatically moves on the virtual map using the virtual monitoring route. You may make it move. Further, for example, the supervisor can manually move the position of the supervisor on the display screen of the supervisor terminal 70 using a pointing device, a touch panel, or the like. Since the supervisor's virtual position information changes in this way, as described above, the supervisor's virtual position information held in the position information holding unit 82 of the virtual position information control device 80 is updated, and between the supervisor and each operator. Virtual relative position information is also updated.

  The call control device 30 which has received the operator call listening request requests the call monitoring session information management unit 92 of the voice control device 90 to transmit the operator voice to the supervisor terminal 70 (step s22).

  The call monitoring session information management unit 92 requests the virtual relative position information regarding the supervisor who listens to the voice to the positional information holding unit 82 of the virtual positional information control device 80 (step s23).

  The virtual position information control device 80 notifies the call monitoring session information management unit 92 of the voice control device 90 of virtual relative position information regarding the supervisor who listens to the voice (step s24).

  The call monitoring session information management unit 92 that has acquired the virtual relative position information generates call monitoring session information based on the virtual relative position information. The call monitoring session information management unit 92 generates the call monitoring session information, and then notifies the voice combining unit 93 of the generated call monitoring session information (step s25).

  Here, the call monitoring session information will be described with reference to FIG. FIG. 10 is a configuration diagram illustrating a configuration of call monitoring session information (call monitoring information) according to the embodiment.

  As shown in FIG. 10, the call monitoring session information 120 includes a supervisor identifier, an operator identifier, and weight information.

  Since the supervisor can listen to the voices of a plurality of operators, the call monitoring session information 120 is uniquely determined by a combination of the supervisor identifier and the operator identifier.

The weight information is determined based on the virtual relative position information of the operator and the supervisor. Here, the weight information is (W _r , W _R , W _L , W _B ). _{Incidentally, W r, W R, W} L, W B is a value can range from 0 to 1.

W _r is a weight based on the distance of the virtual position between the supervisor and the operator. Call monitoring session information management unit 92 calculates the value of _{W r} by the following formula (6) to (8). The following V _max is the maximum distance from the operator where the supervisor can listen to the operator's call voice, and is an arbitrary fixed value. This call voice of the operator is weight information relating to the ease of reaching the supervisor, when the distance r between the supervisor and operator exceeds the V _max is set to 0.

W _R and W _L are weights for the right and left sounds of the stereo sound that the supervisor listens to, respectively, and the call monitoring session information management unit 92 sets the values of W _R and W _L to the following formula (9). -It calculates | requires by Formula (12).

W _B is for determining whether to apply a low-pass filter to the audio listening, call monitoring session information management unit 92, the following equation (13), the value of W _B by Equation (14) calculate. In the real world, the operator's call voice reaching the back (behind) of the supervisor is difficult to hear, and the operator's call voice reaching from the front of the supervisor is easy to hear. W _B is a weight information indicating the hearing ease of call sound corresponding to whether the operator where they are relative to the supervisor.

The voice coupling unit 93 acquires the operator's call voice from each operator terminal 60, and weights the corresponding operator's call voice based on the notified call monitoring session information of each operator. Supervisor listening to audio right audio, respectively the volume of the left audio V _R, V _L, if the volume of the original operator call voice was V _i, the sound coupling unit 93, the speech sound of the corresponding operator, following Seek like.
V _R = W _r · W _R · V _i (15)
V _L = W _r · W _L · V _i (16)

Here, the sound coupling unit 93 only if the W _B is 1, for example, applying a low-pass filter. At this time, the voice coupling unit 93 uses a low-frequency speech filter having a Q value of 1 / √2 and a cutoff frequency of 2 kHz. This is because the low-pass filter is applied in order to simulate a state in which sound can be heard from behind. In this embodiment, a low-pass filter is used to reproduce the spoken voice, but other techniques may be used.

  The voice combining unit 93 performs weighting (mixing) on all operator call voices after applying weights to all operator call voices. Then, the voice after mixing (after mixing (after mixing) (the combined voice after weighting (mixed voice (mixed voice))) after transmitting the operator voice is transmitted to the supervisor terminal 70 (step s26).

(A-3) Effect of Embodiment As described above, according to the embodiment, the supervisor holds the virtual position information of the operator and the supervisor, and the supervisor listens to the call voice of the operator combined based on the virtual position information. The operator's response can be heard as if standing by the operator and listening with his / her ears.

  In addition, supervisors can intuitively feel the operator's response content and the psychological state of the operator by standing beside the operator and listening as if they were listening with their ears. I can grasp it.

  Furthermore, by using the virtual position information, it is possible to listen to the call voice as if walking around the call center and listening to the operator's conversation without actually walking around the call center (floor).

(B) Other Embodiments Although various modified embodiments have been mentioned in the above-described embodiments, the present invention can also be applied to the following modified embodiments.

  (B-1) In the above-described embodiment, the weight information included in the call monitoring session information 120 is calculated based on the virtual relative position information 110, but information specific to the call center can also be used as the weight information.

For example, including alerts _{W A} notified from the operator to the weight information, the weight information and _{(W r, W R, W} L, W B, W A). Here, the speech voice of an operator of the other party is not included in the sound to be listened supervisor, the value of W _A is only greater than the value of setting the system, to listen to the voice of the operator of the other party of the Supervisor To be included. In doing so, the sound coupling unit 93 which has received the call monitoring session information refers to the weight W _A, if the value is greater than the value set in the W _A, operator's voice of the other party to the speech supervisor hears It becomes easy to pay attention to the conversation contents of the operator who has notified the alert. The alert notification method from the operator may be notified by the operator's operation, or the program may determine whether or not the alert notification is necessary based on the content of the conversation by an arbitrary algorithm and notify it.

(B-2) When the supervisor particularly listens to the call voice of a specific operator, the supervisor designates the operator on the supervisor terminal, and increases the value of each weight information for the call voice of the operator, Alternatively, each piece of weight information for the call voice of another operator other than the specific operator may be reduced. That is, in order to specially deal with a specific operator's customer, the volume of the call voice of the operator may be increased. Specifically, when the supervisor designates a specific operator and selects a selection button for increasing the volume, the call monitoring session information management unit 92 of the voice control device 90 causes the weight information (W _r , W _R about the operator). , W _L , W _B ) are multiplied by a value such as 110%, for example, or conversely, each value of the weight information (W _r , W _R , W _L , W _B ) related to other operators is 90%, for example. Or the value of. Thereby, the volume of the call voice of a specific operator can be increased while listening to the call voice of another operator to create a sense of presence in the call center.

  (B-3) In the above-described embodiment, the virtual position information control device and the voice control device have been described as having different configurations, but the various functions of the virtual position information control device and the various functions of the voice control device May be provided in the same apparatus. Further, various functions of the virtual position information control device and various functions of the audio control device may be distributed.

10 ... call center system, 20 ... gateway device,
30 ... Call control device, 31 ... Information communication unit, 32 ... Call distribution unit,
40 ... network equipment, 50 ... storage device,
60 (60-1 to 60-n) ... operator terminal, 61 ... information communication unit, 62 ... voice reproduction unit,
70 (70-1 to 70-m) ... Supervisor terminal, 71 ... Information communication unit, 72 ... Audio reproduction unit, 73 ... Position information instruction unit, 74 ... Image display unit,
80: virtual position information control device, 81: information communication unit, 82: position information holding unit,
90 ... voice control device, 91 ... information communication unit, 92 ... call monitoring session management unit, 93 ... voice coupling unit.

Claims (9)

Position information holding means for holding position information of one or more managed persons and position information of the managers arranged in the virtual space;
The positional information of the one or more managed persons and the positional information of the manager are input, and the relative positional information indicating the relative positional relationship in the virtual space in the one or more managed persons A relative position information calculating means for calculating;
Call monitoring information management means for inputting the relative position information between the manager and the one or more managed persons and managing the call monitoring information of the one or more managed persons;
Using the call monitoring information of the one or more managed persons, adjust the first stereo audio signal of the one or more managed persons and output the adjusted second stereo audio signal to the administrator's terminal An audio output means for performing communication.   The communication apparatus according to claim 1, wherein the call monitoring information includes weight information to be given to a first stereo audio signal in the one or more managed persons.   The call monitoring information is obtained from vector direction information between the manager and the first manager in the virtual space, and the left audio signal and the right of the first stereo voice signal in the first manager. The communication apparatus according to claim 2, further comprising weight information related to an audio signal.   The call monitoring information includes weight information related to a distance obtained from position information of the manager in the virtual space and position information of the first managed person. The communication device described.   The call monitoring information includes weight information related to the supervisor's listening direction obtained from the vector direction of the manager's position information and the first manager's position information in the virtual space. The communication apparatus according to claim 2, wherein the communication apparatus is characterized in that:   The communication apparatus according to claim 3, wherein the call monitoring information includes alert information notified from the one or more managed persons.   The communication apparatus according to claim 1, wherein the position information of the manager is variable information. Computer
Position information holding means for holding position information of one or more managed persons and position information of the managers arranged in the virtual space;
The positional information of the one or more managed persons and the positional information of the manager are input, and the relative positional information indicating the relative positional relationship in the virtual space in the one or more managed persons A relative position information calculating means for calculating;
Call monitoring information management means for inputting the relative position information between the manager and the one or more managed persons and managing the call monitoring information of the one or more managed persons;
Using the call monitoring information of the one or more managed persons, adjust the first stereo audio signal of the one or more managed persons and output the adjusted second stereo audio signal to the administrator's terminal A communication program that functions as a voice output means. A communication method in a communication device,
The communication device is
Position information holding means for holding the position information of one or more managed persons and the position information of the manager arranged in the virtual space,
The positional information of the one or more managed persons and the positional information of the manager are input, and the relative positional information indicating the relative positional relationship in the virtual space in the one or more managed persons A relative position information calculating step for calculating;
A call monitoring information management step of inputting the relative position information between the manager and the one or more managed persons, and managing the call monitoring information of the one or more managed persons;
Using the call monitoring information of the one or more managed persons, the first stereo audio signal of the one or more managed persons is adjusted, and the adjusted second stereo audio signal is sent to the administrator's terminal. And a voice output step for outputting the communication method.

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