JP7276975B1 - FATIGUE MANAGEMENT SYSTEM, METHOD AND PROGRAM - Google Patents

Abstract

An object of the present invention is to enable automatic processing of an incoming call according to the degree of fatigue of the called party. A fatigue level management system receives from a private branch exchange a notification that there is an incoming call from a calling party to a user. a fatigue level management server configured to forward the incoming call to the user's telephone terminal or voice mailbox via the private branch exchange based on a preset fatigue level determined based on; user's voice a fatigue level determination server configured to obtain a fatigue level value of the user from data and transmit the fatigue level value to the fatigue level management server; and a notification that the incoming call has been forwarded to the voice mailbox. is received from the fatigue level management server, a message including the fact that the call was received and, if the caller leaves a message, the message that the message is recorded in the voice mailbox is sent to the user a message notification server configured to notify the user terminal. [Selection drawing] Fig. 2

Description

The present disclosure relates to a fatigue management system, method and program.

For example, when a company receives an incoming call, it is normal for the called party to respond to the call regardless of how tired or emotional the callee is. As a result, the callee communicates the wrong information about the caller's needs and wishes by responding to the caller in a state of high fatigue, anger, depression, or other negative emotions. or may not be able to give an appropriate answer. As a result, the called party may miss a business opportunity by making the caller's impression worse, or worsen the situation if the caller is dealing with a complaint.

As a technique related to the above, there is one described in Patent Document 1.

JP 2005-094487 A

The following analysis was made by the inventor.

However, the technique described in Patent Literature 1 allows the caller to know the emotional state and physical condition of the called party in advance before talking with the called party, thereby facilitating smooth communication. The purpose is to Furthermore, the technique described in Patent Document 1 allows a specific user (caller) registered in a server to receive callee information for each attribute (callee's family, friend, work colleague, etc.). Depending on the type of emotional state and physical condition of the user (emotions, headache, abdominal pain, disappointment, etc.), specific incoming call processing is performed. No incoming calls are assumed, nor is the fatigue level of the called party considered.

An object of the present disclosure is to provide a fatigue level management system and method that contributes to enabling automatic processing of incoming calls from any calling party according to the fatigue level of the called party.

A first aspect of the present disclosure provides a fatigue management system.
The fatigue management system is
private branch exchange,
When a notification to the effect that an incoming call has been received from a calling party to the user is received from the private branch exchange, a preset fatigue level determined (determined) based on a fatigue level value obtained in advance from voice data of the user. a fatigue level management server configured to forward the incoming call to the user's telephone terminal or voice mailbox via the private branch exchange based on the level of fatigue;
a fatigue level determination server configured to obtain a fatigue level value of the user from voice data of the user and transmit the fatigue level value to the fatigue level management server;
When a notification that the call has been transferred to the voice mailbox is received from the fatigue level management server, the call is received, and if the caller leaves a message, the message is sent to the voice mailbox. a message notification server configured to notify a user terminal of the user of a message including that it is recorded in a mailbox (form 1).
A second aspect of the present disclosure provides a fatigue management method.
The fatigue management method is
identifying a called user when a call is received from a caller;
Forwarding the incoming call to the user's telephone terminal or voice mailbox based on the preset fatigue level determined (determined) based on the fatigue level value obtained in advance from the user's voice data;
If the call is forwarded to the voice mailbox, a message including that the call was received and, if the caller left a message, that the message has been recorded in the voice mailbox. Notifying the user terminal of the user (Mode 8).
A third aspect of the present disclosure provides a program that causes a computer to execute the method of the present invention (Mode 10).
The above program can be recorded in a computer-readable (non-transient) storage medium. That is, the present invention can also be embodied as a computer program product. A program is input to a computer device via an input device or an external communication interface, is stored in a storage device, drives a processor in accordance with predetermined steps or processes, and stages the results of processing including intermediate states as necessary. can be displayed via a display device, or can be communicated with the outside via a communication interface. A computer device for this purpose, as an example, typically includes a processor, a storage device, an input device, a communication interface, and optionally a display device, all of which are connectable to each other by a bus.

In the fatigue level management system of form 1, when the incoming call is forwarded to the voice mailbox, the fatigue level management server further transfers voice data of the message recorded in the voice mailbox to the private branch exchange. and transmitting the text data obtained by recognizing the voice data to the message notification server;
The message notification server can be further configured to transmit the text data received from the fatigue level management server to the user terminal of the user (mode 2).
In the fatigue level management system of mode 1 or 2, when the fatigue level management server receives a notification from the private branch exchange that the user's telephone terminal has made a call, the user's voice data in the call is transmitted to the private branch exchange acquired via an exchange, transmits the voice data to the fatigue level determination server, receives a fatigue level value obtained from the voice data in the fatigue level determination server from the fatigue level determination server, and receives the fatigue level value from the fatigue level determination server (Mode 3).
In the fatigue level management system of form 1 or 2, the fatigue level management server further calls the user via the private branch exchange, acquires voice data in the response of the user who responds to the call, It is configured to transmit voice data to the fatigue level determination server, receive a fatigue level value obtained from the voice data in the fatigue level determination server from the fatigue level determination server, and store the fatigue level value. is possible (form 4).
In the fatigue level management system of form 4, the fatigue level management server further includes the fatigue level values acquired a plurality of times within a predetermined period, and the responses obtained from the user associated with the fatigue level values. a fatigue level table based on the user's own sense of fatigue, and a threshold value for judging the level of fatigue based on a plurality of fatigue level values in the fatigue level table (Mode 5).
In the fatigue level management system of form 5, the fatigue level management server further determines that the fatigue level is low when the fatigue level value is equal to or greater than the threshold value, transfers the incoming call to the user's telephone terminal, If the fatigue level value is less than the threshold, it may be determined that the fatigue level is high, and the incoming call may be transferred to the voice mailbox (form 6).
In the fatigue management system of any one of forms 1 to 6, the fatigue management system further includes a work management server configured to record the user's schedule for the day,
The work management server further acquires voice data of the user regarding the work status of the user for the day via the telephone terminal or the user terminal, and transmits the voice data and the schedule to the fatigue level management server. is configured to
The fatigue level management server may be further configured to forward the incoming call to the user's telephone terminal or the voice mailbox based on the preset fatigue level and the schedule. Yes (form 7).
In the method of form 8,
The method further comprises:
obtaining a threshold value for determining the degree of fatigue based on a plurality of fatigue level values obtained from a plurality of voice data of the user acquired at a plurality of time points; and
If the fatigue level value is equal to or greater than the threshold value, it is determined that the fatigue level is low and the incoming call is transferred to the telephone terminal of the user, and if the fatigue level value is less than the threshold value, it is determined that the fatigue level is high. Forwarding incoming calls to said voicemail box (Mode 9).

The present disclosure or each aspect thereof can contribute to enabling automatic processing of incoming calls from any caller according to the fatigue level of the called party.

An example of the configuration of the first embodiment of the fatigue management system of the present disclosure. 4 is a flowchart of an example of the operation of the first embodiment of the fatigue level management system of the present disclosure; An example of preparing a fatigue level table in the fatigue level management system of the present disclosure. An example of a fatigue level table in the fatigue level management system of the present disclosure. An example of a fatigue level analysis engine that can be used to quantify the fatigue state in the fatigue level management system of the present disclosure. An example of fatigue level setting in the fatigue level management system of the present disclosure. An example of the configuration of a second embodiment of the fatigue management system of the present disclosure. FIG. 2 is a block diagram schematically showing an example of the configuration of hardware resources; FIG.

The outline of the present disclosure will be described below. It should be noted that the drawing reference numerals added to this overview are solely for the purpose of helping understanding of the present disclosure, and are not intended to limit the present disclosure to the illustrated embodiments. Also, connecting lines between blocks in each figure include both bi-directional and uni-directional. Unidirectional arrows schematically indicate the flow of signals, information, data, etc., and do not exclude bidirectionality. Furthermore, connections between blocks in each figure can be wired or wireless. Furthermore, the program is executed via a computer device, the computer device includes, for example, a processor, a storage device, an input device, a communication interface, and if necessary a display device, and the computer device transmits the device via the communication interface. It is configured to be able to communicate with internal or external devices (including computers), whether wired or wireless.

In addition, in the present disclosure, the “user terminal” is typically a mobile phone such as a smart phone, but is not limited to this. Includes any device capable of transmitting and receiving.

Furthermore, in the present disclosure, a “telephone terminal” is assigned a specific telephone number and can be used as long as it is capable of making a call. Not limited. The "telephone terminal" can also be realized by software. Further, the "telephone terminal" can be realized as a separate device from other devices such as user terminals, but can be configured as a part or a function of the user terminal regardless of whether it is hardware or software. Therefore, a smart phone can be configured or function as a "user terminal" and a "telephone terminal". Also, a PC, a tablet, a PDA, etc. can be configured or function as a "user terminal" and a "telephone terminal". Furthermore, fixed telephones and feature phones can also be configured or function as a "user terminal" and a "telephone device" as long as they can transmit and receive data.

Furthermore, in the present disclosure, "connection" can include both wireless and wired systems.

(First embodiment)
FIG. 1 shows an example of the configuration of the first embodiment of the fatigue level management system of the present disclosure. The system includes a private branch exchange 1 , a fatigue management server 2 , a fatigue determination server 3 and a message notification server 4 .

In the first embodiment, the fatigue level management server 2, the fatigue level determination server 3, and the message notification server 4 are configured as separate servers. Alternatively, it can be configured as a single function. For example, the fatigue level management server 2 and the fatigue level determination server 3 may be configured as part or one function of one server, or the fatigue level management server 2, the fatigue level determination server 3, and the message notification server 4 may be configured as one server. It can also be configured as a part or as one function.

In addition, the fatigue level management system of the present disclosure is, for example, an on-premise (or on-premise) CTI (Computer Telephony Integration) system in which a server or the like is installed in a company or a cloud-type CTI system in which a server or the like is installed on the cloud. It can also be configured as

The private branch exchange 1 is a telephone exchange that connects a plurality of private telephone terminals to a public telephone network and performs call control. The private branch exchange 1 can control outgoing and incoming calls from outside lines, calls between extension lines, and the like. Therefore, although the present disclosure is expected to be applied to the relationship between outside lines and extensions, it can also be applied to the relationship between extensions.

The private branch exchange 1 shown in FIG. 1 has a voicemail device 5 having a voicemail box. Alternatively, it can be embodied as software. Also, the voice mail device 5 with the voice mailbox can be configured as an external device physically separated from the private branch exchange 1 and their servers 2-4.

A fatigue level management server (also referred to as a workflow control server) 2 can be connected to the private branch exchange 1 via a network, and controls external lines, extension lines, and user's telephones (smartphones, etc.). Call control information can be transmitted to and received from the private branch exchange 1 .

The fatigue level management server 2 stores user information (user ID (Identification), user name, email address, fatigue status data, fatigue level table, fatigue level, etc.) corresponding to a telephone number (extension number, mobile phone number). However, the database 6 can also be embodied in an external device of the fatigue level management server 2 .

The fatigue level determination server 3 (which can also be referred to as a fatigue level value determination server) can be connected to the fatigue level management server 2 via a network, and receives the user's voice data from the fatigue level management server 2. For example, by processing with a fatigue level analysis engine (see FIG. 5), it is possible to obtain a fatigue level value in which the (objective) fatigue state appearing in the user's voice is quantified.

The message notification server 4 can be connected to the fatigue level management server 2 via a network. Furthermore, the message notification server 4 cooperates with an application that operates on a user terminal such as a collaboration tool or collaboration platform (for example, Microsoft Teams, etc.) that supports communication and information sharing within an organization or team, and allows the user to A message can be sent to the terminal. The message to be notified to the user terminal can optionally be sent by e-mail via a mail server (not shown), for example.

(Operation example)
FIG. 2 shows a flowchart of an example of the operation of the first embodiment of the fatigue level management system of the present disclosure.

First, when the private branch exchange 1 receives a call from a caller, it transmits telephone number data corresponding to the telephone number of the called user to the fatigue level management server 2 (step S1; hereinafter simply "S1"). etc.).

Next, the fatigue level management server 2 identifies the user having the telephone number from the database 6 based on the telephone number data, and identifies the user's preset fatigue level (S2). As this fatigue level, for example, the latest fatigue level determined before the incoming call of S1 can be used.

Next, the fatigue level management server 2 determines whether the preset fatigue level is high or low (S3).

When the fatigue level is low, for example, when the fatigue level value used to determine (judgment) the fatigue level is equal to or greater than a predetermined threshold, the fatigue level management server 2 sends the incoming call from the private branch exchange 1 to the called user. Transfer (S4).

On the other hand, when the fatigue level is high, for example, when the fatigue level value used to determine (judge) the fatigue level is less than a predetermined threshold, the fatigue level management server 2 receives a call from the private branch exchange 1 to the voice mailbox. Then, the voice mailbox asks the caller whether or not to leave a message for the called user (S5).

If the caller does not wish to leave a message, the private branch exchange 1 disconnects the call and notifies the fatigue level management server 2 that the message was not recorded (S6), and the fatigue level management server 2 , the message notification server 4 notifies the user terminal of the called party of the fact that there was an incoming call from the calling party but no message was left (S7).

On the other hand, if the caller wishes to leave a message in S5, the private branch exchange 1 transfers the incoming call to the voice mailbox, which records the caller's message (S8).

Next, when the voice data of the message recorded by the voice mailbox is transmitted to the fatigue management server 2 via the private branch exchange 1 (S9), the private branch exchange 1 disconnects the call (S10).

Then, the fatigue level management server 2 generates text data by recognizing the voice data of the message as necessary (S11), and transmits the voice data and/or text data from the message notification server 4 to the called user. user terminal is notified by collaboration tool or e-mail (S12). Note that the box of S11 is indicated by a dashed line because the conversion of the voice data into text can be omitted.

It should be noted that "above the threshold" and "below the threshold" in the above example of determining whether the degree of fatigue is high or low may be changed to "above the threshold" and "below the threshold", respectively. In addition, depending on the method of quantifying the fatigue state, that is, obtaining the fatigue level value, the fatigue level is determined to be low when the fatigue level value is less than (or below) the threshold, and when the fatigue level value is above (or exceeding) the threshold. It is also possible to judge the case as having a high degree of fatigue.

In this way, the system of the present disclosure, when receiving a call from a caller, automatically determines whether to take the call or record the message based on the degree of fatigue. You don't need to dedicate staff to it, and you can allocate that cost to other, more productive tasks.

In addition, the system of the present disclosure, when receiving a call from a caller, does not relay a call to a user who is highly fatigued based on later-described fatigue status data recorded in the system, and leaves a message. By recording , the called user can return the call to the caller after recovering from fatigue.

Furthermore, by using the collaboration tool, the called user can receive the text message of the message at the user terminal and check the content at any time, so there is no need to go out of the way to listen to the recorded message. Furthermore, since the message can be shared within the group using the collaboration tool, loss of business opportunities can be avoided by following up on other members of the group who forget to call back or respond late.

(An example of preparing a fatigue level table)
FIG. 3 shows an example of preparing a fatigue level table in the fatigue level management system of the present disclosure. The fatigue level table is an example of means that can be used to obtain a threshold value that can be used to determine the fatigue level, but it is desirable that it be created for each user because the state of fatigue or the feeling of fatigue varies from person to person. . See FIG. 4 for an example of the fatigue level table.

First, the user accesses the fatigue level management server 2 using a predetermined URL (Uniform Resource Locator) or the like. phone number. Then, the user responds to the incoming call and converses according to the voice message, whereby the fatigue level management server 2 acquires voice data of the user. Furthermore, the user inputs the (subjective) feeling of fatigue such as energetic, normal, exhausted, etc., that the user felt during this conversation, to the fatigue level management server 2 (S10).

Next, the fatigue level management server 2 transmits the acquired voice data of the user to the fatigue level determination server 3, and the fatigue level determination server 3 outputs a fatigue level value obtained by quantifying the user's (objective) fatigue state. (S11).

Then, the fatigue level management server 2 acquires the fatigue level value from the fatigue level determination server 3, creates fatigue level reference data based on the fatigue level value and the corresponding fatigue level (S12), and stores it in the database 6. It is recorded in the stored fatigue degree table (S13).

By executing the above S10 to S13 a plurality of times at different timings when the user feels fatigue, the fatigue level can be determined more accurately. Also, S10 to S13 may be executed at regular intervals or randomly within a predetermined period (eg, working hours).

By averaging the fatigue level values of the plurality of fatigue level reference data included in the fatigue level table, a threshold value for determining the fatigue level can be obtained. It is also possible to set the median value of such a plurality of fatigue level values as the threshold. It is also possible to use the average of the fatigue level values of the fatigue level reference data corresponding to the "normal" fatigue feeling or the median value of the fatigue level values as the threshold.

In the above example, in S10, the user first accesses the fatigue level management server 2, and in response, the fatigue level management server 2 calls the user's telephone terminal. The user may be accessed from the fatigue level management server 2 side according to a suitable program, that is, a call may be made to the user's telephone terminal without waiting.

Also, in the above example, the voice data of the user is acquired by a telephone call, but may be acquired via a voice UI (User Interface) at the user terminal, for example.

(Quantification of fatigue state)
FIG. 5 shows an example of a fatigue level analysis engine that can be used to quantify the fatigue state or determine the fatigue level value in the fatigue level management system of the present disclosure.

The fatigue level determination server 3 executes the quantification of the fatigue state or the determination of the fatigue level value by the illustrated fatigue level analysis engine. Specifically, the fatigue level determination server 3 receives the user's voice data (a voice expressing the state of fatigue) from the fatigue level management server 2, and inputs the voice data to the fatigue level analysis engine. The fatigue level analysis engine measures the activity level of the brain based on the voice waveform obtained from the voice data, quantifies it in a certain numerical range (eg, 0 to 1000), and associates it with the fatigue level value. In this example, activity 0-1000 corresponds to fatigue values 0-1000, with higher activity corresponding to lower fatigue and lower activity corresponding to higher fatigue.

For fatigue analysis, see the following references. It is assumed that the disclosure contents of these documents are described in this document.
・Patent No. 4989618 (chaotic index value calculation system)
・Patent No. 5812265 (autonomic nerve condition evaluation system)
・Patent No. 4317898 (chaotic index value calculation system)
・Patent No. 4500955 (cerebrum evaluation device)
・"Brain function model considered from utterance analysis", Keiichi Shiomi, Kansei Engineering Research Papers vol.4, 2004
・"Evaluation of mental and physical states by chaotic speech analysis", Journal of the Japan Institute of Navigation "NAVIGATION", vol.190, 2014
・"Chaotic Speech Evaluation Technology", Kakuichi Shiomi, Ergonomics Society, Vol. 51 ・"Robust Speech Signal Feature Quantities for Auditory Effects", Ergonomics Society, 2020 (co-authored by Shiomi and NECPF)
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・“Voice Processing Technique for Human Cerebral Activity Measurement”, Kakuichi Shiomi, IEEE Conference on System SMC-2008 Singapore
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・“Chaotic Voice Analysis Method of Human Performance Monitoring”, Kakuichi Shiomi, ESREL 2009 Annual Conference of the European Safety and Reliability Association, 2009

FIG. 6 shows an example of fatigue level settings in the fatigue level management system of the present disclosure. The fatigue level to be set is used for judging or deciding whether to transfer the incoming call to the called user or to the voice mailbox when there is an incoming call from the caller. used for

The fatigue level is set by the user answering the phone. To explain the case of an incoming call, the fatigue level management server 2 receives an incoming call from the caller and transfers it to the called user via the private branch exchange 1 . When the user responds to the incoming call, the fatigue level management server 2 acquires the voice data of the user (S20). For example, the fatigue level management server 2 may connect a voice path between the private branch exchange 1 and the fatigue level management server 2 to acquire voice data.

Next, the fatigue level management server 2 transmits the acquired voice data of the user to the fatigue level determination server 3, and the fatigue level determination server 3 uses, for example, the fatigue level analysis engine described above to determine the user's fatigue level value. Determine (S21).

Then, the fatigue level management server 2 acquires the fatigue level value from the fatigue level determination server 3 and records the fatigue level value together with the date and time in the database 6 as the user's fatigue level situation data. As a result, the fatigue level determined (its level) by the fatigue level value at the specific time is set (S22).

In the above example, the case of an incoming call has been explained, but the fatigue level is similarly set in the case of an outgoing call.

Moreover, the above S20 can also be performed as follows (modification): The user accesses the fatigue level management server 2 using a predetermined URL or the like, and responds to the fatigue level management server. The server 2 makes a call to the telephone number of the user's telephone terminal via the private branch exchange 1; get.

In this modified example, the user first accesses the fatigue level management server 2, and in response, the fatigue level management server 2 calls the user's telephone terminal. Alternatively, the user may be accessed from the fatigue level management server 2 according to a corresponding program, that is, a call may be made to the user's telephone terminal.

Also, in each of the above examples, the user's voice data is acquired by a telephone call, but may be acquired via a voice UI at the user terminal, for example.

Furthermore, this fatigue level setting does not necessarily have to be executed independently of the above "preparation of fatigue level table", and is determined by the latest fatigue level value added to the fatigue level table to update the fatigue level table. The obtained fatigue level may be used as the fatigue level for this "fatigue level setting".

(Second embodiment)
FIG. 7 shows an example of the configuration of the second embodiment of the fatigue level management system of the present disclosure. The system includes a private branch exchange 1 , a fatigue level management server 2 , a fatigue level determination server 3 , a message notification server 4 , and a work management server 7 . The private branch exchange 1, the fatigue level management server 2, the fatigue level determination server 3, and the message notification server 4 are basically the same as the private branch exchange 1, the fatigue level management server 2, the fatigue level determination server 3, and the message Similar to notification server 4 .

The work management server 7 makes a call to the telephone number of the user's telephone terminal, acquires the user's work status of the day, comments (for example, regarding fatigue), etc., and obtains the voice by speech recognition. It has a function of recording the text data obtained, for example, in its database. Furthermore, the work management server 7 also records the user's schedule.

When the fatigue level management server 2 receives notification of a call between the work management server 7 and the user from the private branch exchange 1, it acquires the voice data of this call via the private branch exchange 1, and sends the voice data to the fatigue level determination server 3. and receiving the fatigue level value determined by the fatigue level determination server 3 from the fatigue level determination server 3, the user's fatigue level on the day can be reliably recorded.

Note that when the user's voice data is obtained, for example, not via a telephone call, but via a voice UI on the user terminal, the fatigue level management server 2 receives a notification from the work management server 7 and receives the user's voice. It is also possible to acquire the work status of the day and comments (for example, regarding fatigue) and transmit them to the work management server 7 .

(Operation example)
The operation of the second embodiment of the fatigue management system of the present disclosure is basically the same as that shown in the flowchart of the example of the operation of the first embodiment shown in FIG. , the fatigue level management server 2 acquires the user's schedule for the day from the work management server 7 in addition to the fatigue level of the called user; is transferred in consideration of the schedule, which is different from the operation of the first embodiment.

For example, even if the set fatigue level is low, the fatigue level management server 2 can transfer the incoming call to voice mail when the user is in a meeting. Even if the set fatigue level is high, if a certain period of time has passed since the (last) setting of the fatigue level and there is no plan in the schedule at the time of the call, the fatigue level management server 2 may determine that fatigue has recovered and forward the incoming call to the user.

(Other embodiments)
The fatigue level management server 2 can also receive a notification from the web conference system and acquire the user's voice data from the system. As a result, it is possible to increase the chances of updating the fatigue level setting (in some cases, the chances of updating the fatigue level table).

The user's fatigue level can also be determined from the user's video (see, for example, <https://jp.ricoh.com/technology/institute/research/tech_human_fatigue_detection.html>). Therefore, the fatigue level management server 2 is further provided with image acquisition means such as a camera, etc., which periodically captures images of the user and determines the user's fatigue level from the image. You can update your fatigue level.

The fatigue level management server 2 can also estimate the fatigue cycle and fatigue recovery time for one day based on the recorded fatigue level value and the time. As a result, even if the fatigue level is not set immediately after the call from the caller, the fatigue level management server 2 estimates the user's fatigue level and forwards the incoming call to the user, or You can decide whether to forward the call to your voicemail box.

The server according to each of the above-described embodiments can be configured by so-called hardware resources (information processing device, computer), and a server having the configuration illustrated in FIG. 8 can be used. For example, hardware resource 100 includes processor 101 , memory 102 , network interface 103 , etc. interconnected by internal bus 104 .

Note that the configuration shown in FIG. 8 is not intended to limit the hardware configuration of the hardware resource 100 . The hardware resource 100 may include hardware not shown (for example, an input/output interface). Alternatively, the number of units such as the processors 101 included in the device is not limited to the illustration in FIG. For the processor 101, for example, a CPU (Central Processing Unit), MPU (Micro Processor Unit), GPU (Graphics Processing Unit), or the like can be used.

For the memory 102, for example, RAM (Random Access Memory), ROM (Read Only Memory), HDD (Hard Disk Drive), SSD (Solid State Drive), etc. can be used.

For the network interface 103, for example, a LAN (Local Area Network) card, network adapter, network interface card, or the like can be used.

The functions of the hardware resource 100 are implemented by the processing modules described above. The processing module is implemented by the processor 101 executing a program stored in the memory 102, for example. Also, the program can be downloaded via a network or updated using a storage medium storing the program. Furthermore, the processing module may be realized by a semiconductor chip. In other words, the functions performed by the above processing modules may be realized by executing software in some kind of hardware.

Some or all of the above embodiments may also be described in the following additional remarks, but are not limited to the following.
[Appendix 1] The fatigue management system is
private branch exchange,
Upon receipt of a notification from the private branch exchange that a call has been received from the caller to the user, the fatigue level is determined based on the fatigue level value previously obtained from the voice data of the user and is based on the preset fatigue level. a fatigue level management server configured to forward the incoming call to the user's telephone terminal or voice mailbox via the private branch exchange;
a fatigue level determination server configured to obtain a fatigue level value of the user from voice data of the user and transmit the fatigue level value to the fatigue level management server;
When a notification that the call has been transferred to the voice mailbox is received from the fatigue level management server, the call is received, and if the caller leaves a message, the message is sent to the voice mailbox. a message notification server configured to notify a user terminal of the user of a message including that it has been recorded in the mailbox.
[Appendix 2] In the fatigue management system,
Further, when the incoming call is transferred to the voice mailbox, the fatigue level management server acquires voice data of the message recorded in the voice mailbox via the private branch exchange, configured to send text data obtained by speech recognition to the message notification server;
The message notification server is further configured to transmit the text data received from the fatigue level management server to the user terminal of the user.
[Appendix 3] In the fatigue management system,
Further, when the user's telephone terminal receives a notification from the private branch exchange that the user's telephone terminal has made a call, the fatigue level management server acquires voice data of the user in the call via the private branch exchange, and stores the voice data. It is configured to transmit to the fatigue level determination server, receive the fatigue level value obtained from the voice data in the fatigue level determination server from the fatigue level determination server, and store the fatigue level value.
[Appendix 4] In the fatigue management system,
The fatigue level management server further acquires voice data during the response of the user who made a call to the user via the private branch exchange, and transmits the voice data to the fatigue level determination server. , the fatigue level determination server receives the fatigue level value obtained from the voice data from the fatigue level determination server, and stores the fatigue level value.
[Appendix 5] In the fatigue management system,
The fatigue level management server further includes the fatigue level values acquired a plurality of times within a predetermined period, and the user's feelings during the responses acquired from the user associated with the fatigue level values. A fatigue level table is created based on the feeling of fatigue, and a threshold value for determining whether the fatigue level is high or low is calculated based on a plurality of fatigue level values in the fatigue level table.
[Appendix 6] In the fatigue management system,
The fatigue level management server further determines that the fatigue level is low when the fatigue level value is equal to or greater than the threshold value, and transfers the incoming call to the telephone terminal of the user, and when the fatigue level value is less than the threshold value It is configured to forward the incoming call to the voice mailbox upon determining that the fatigue level is high.
[Appendix 7] In the fatigue management system,
The fatigue management system further includes a time management server configured to record the user's schedule for the day;
The work management server further acquires voice data of the user regarding the work status of the user for the day via the telephone terminal or the user terminal, and transmits the voice data and the schedule to the fatigue level management server. configured to;
The fatigue level management server is further configured to forward the incoming call to the user's telephone terminal or the voice mailbox based on the preset fatigue level and the schedule.
[Appendix 8] The fatigue management method is
identifying a called user when a call is received from a caller;
Forwarding the incoming call to the user's telephone terminal or voice mailbox based on a preset fatigue level determined based on a fatigue level value previously obtained from the user's voice data;
If the call is forwarded to the voice mailbox, a message including that the call was received and, if the caller left a message, that the message has been recorded in the voice mailbox. Including notifying the user terminal of the user.
[Appendix 9] In the fatigue management method,
The method further comprises:
obtaining a threshold value for determining the degree of fatigue based on a plurality of fatigue level values obtained from a plurality of voice data of the user acquired at a plurality of time points; and
If the fatigue level value is equal to or greater than the threshold value, it is determined that the fatigue level is low and the incoming call is transferred to the telephone terminal of the user, and if the fatigue level value is less than the threshold value, it is determined that the fatigue level is high. forwarding incoming calls to said voice mailbox.
[Appendix 10] In the fatigue management method,
The method further comprises sending text data obtained by speech recognition of voice data of the message recorded in the voice mailbox to the user terminal of the user when the incoming call is forwarded to the voice mailbox. including sending.
[Appendix 11] In the fatigue management method,
The method further includes, when the user's phone terminal receives a call notification, storing the fatigue level value obtained from the user's voice data in the call.
[Appendix 12] In the fatigue level management method,
The method further includes calling a user and storing the fatigue level value determined from voice data in the response of the user in response.
[Appendix 13] In the fatigue management method,
The method further comprises: the fatigue level value obtained multiple times within a predetermined period of time; and the user's fatigue feeling felt by the user during the response obtained from the user associated with the fatigue level value. and obtaining a threshold value for determining whether the fatigue level is high or low, based on a plurality of fatigue level values in the fatigue level table.
[Appendix 14] In the fatigue management method,
The method further comprises determining that the fatigue level is low if the fatigue level value is greater than or equal to the threshold value and forwarding the incoming call to the user's telephone terminal; determining high and forwarding the incoming call to the voicemail box.
[Appendix 15] In the fatigue management method,
The method is further configured to forward the incoming call to the user's telephone terminal or the voice mailbox based on the preset fatigue level and the user's schedule for the day.
[Appendix 16] A program that causes a computer to execute a fatigue level management method.

Within the framework of the full disclosure of the present invention (including the scope of claims), modifications and adjustments of the embodiments and examples are possible based on the basic technical concept thereof. Also, various combinations or selections of various disclosure elements (including each element of each claim, each element of each embodiment or example, each element of each drawing, etc.) within the framework of the full disclosure of the present invention (including partial deletion) is possible. That is, the present invention naturally includes various variations and modifications that can be made by those skilled in the art according to the entire disclosure including claims and technical ideas.

1 private branch exchange 2 fatigue level management server 3 fatigue level determination server 4 message notification server 5 voice mail device 6 database 7 work management server

100 hardware resources 101 processor 102 memory 103 network interface 104 internal bus

Claims (10)

private branch exchange,
Upon receipt of a notification from the private branch exchange that a call has been received from the caller to the user, the fatigue level is determined based on the fatigue level value previously obtained from the voice data of the user and is based on the preset fatigue level. a fatigue level management server configured to forward the incoming call to the user's telephone terminal or voice mailbox via the private branch exchange;
a fatigue level determination server configured to obtain a fatigue level value of the user from voice data of the user and transmit the fatigue level value to the fatigue level management server;
When a notification that the call has been transferred to the voice mailbox is received from the fatigue level management server, the call is received, and if the caller leaves a message, the message is sent to the voice mailbox. A fatigue level management system comprising a message notification server configured to notify a user terminal of a user of a message including that the message is recorded in a mailbox. In the fatigue management system according to claim 1,
Further, when the incoming call is transferred to the voice mailbox, the fatigue level management server acquires voice data of the message recorded in the voice mailbox via the private branch exchange, configured to transmit text data obtained by speech recognition to the message notification server;
The fatigue level management system, wherein the message notification server is further configured to transmit the text data received from the fatigue level management server to the user terminal of the user. In the fatigue management system according to claim 1 or 2,
Further, when the user's telephone terminal receives a notification from the private branch exchange that the user's telephone terminal has made a call, the fatigue level management server acquires voice data of the user in the call via the private branch exchange, and stores the voice data. It is configured to transmit to the fatigue level determination server, receive the fatigue level value obtained from the voice data in the fatigue level determination server from the fatigue level determination server, and store the fatigue level value. fatigue management system. In the fatigue management system according to claim 1 or 2,
The fatigue level management server further acquires voice data during the response of the user who made a call to the user via the private branch exchange, and transmits the voice data to the fatigue level determination server. and a fatigue level management system configured to receive a fatigue level value obtained from the voice data in the fatigue level determination server from the fatigue level determination server and store the fatigue level value. In the fatigue management system according to claim 4,
The fatigue level management server further includes the fatigue level values acquired a plurality of times within a predetermined period, and the user's feelings during the responses acquired from the user associated with the fatigue level values. A fatigue level table is created based on the feeling of fatigue, and a threshold value for judging whether the fatigue level is high or low is calculated based on a plurality of fatigue level values in the fatigue level table. Featured fatigue management system. In the fatigue management system according to claim 5,
The fatigue level management server further determines that the fatigue level is low when the fatigue level value is equal to or greater than the threshold value, and transfers the incoming call to the telephone terminal of the user, and when the fatigue level value is less than the threshold value A fatigue level management system, characterized in that it is configured to transfer the incoming call to the voice mailbox upon determining that the fatigue level is high. In the fatigue management system according to any one of claims 1 to 6,
The fatigue management system further includes a work management server configured to record the user's schedule for the day;
The work management server further acquires voice data of the user regarding the work status of the user for the day via the telephone terminal or the user terminal, and transmits the voice data and the schedule to the fatigue level management server. is configured to
The fatigue level management server is further configured to forward the incoming call to the user's telephone terminal or the voice mailbox based on the preset fatigue level and the schedule. fatigue management system. A fatigue level management method,
identifying a called user when a call is received from a caller;
Forwarding the incoming call to the user's telephone terminal or voice mailbox based on a preset fatigue level determined based on a fatigue level value previously obtained from the user's voice data;
If the call is forwarded to the voice mailbox, a message including that the call was received and, if the caller left a message, that the message has been recorded in the voice mailbox. A method, comprising: notifying a user terminal of the user. 9. The method of claim 8, wherein
The method further comprises:
obtaining a threshold value for determining the degree of fatigue based on a plurality of fatigue level values obtained from a plurality of voice data of the user acquired at a plurality of time points; and
If the fatigue level value is equal to or greater than the threshold value, it is determined that the fatigue level is low and the incoming call is transferred to the telephone terminal of the user, and if the fatigue level value is less than the threshold value, it is determined that the fatigue level is high. forwarding an incoming call to said voicemail box. A program that causes a computer to execute the method according to claim 8 or 9.

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