File management system, method, and program
Abstract
Problem to be solved.To reduce a line cost by transferring a recorded file to a center by using a band easily secured by a network in a file management system for managing a recorded file created in a local place at the center. A local device creates a recording file of audio data or image data, creates an attribute file indicating the attributes of the recording file, stores the recording file in the local storage, and first transfers the attribute file to the center device. Send. The center device registers the information of the attribute file including the information indicating the location of the recording file sent from the local device in the management table. The local device then transmits the recording file stored in the local storage to the center device during a time when the network load is light. When the center device receives the record file corresponding to the received attribute information transmitted from the local device, the center device changes the storage location of the record file in the management information of the management table. [Selection diagram] Fig. 1
Term
6 yearsto projected expiry
Projected expiry 26 September 2032, counted from filing; an application has no term until it is granted.
- Priority and filed
- Published
- Today
- Projected expiry
16 claims: 7 independent, 9 dependent
- 1第1の装置で作成される音声データ又は画像データの記録ファイルを、ネットワークを介して第2の装置へ送信して管理するファイル管理システムであって、該第1の装置は、該音声データ又は画像データを含む記録ファイルを作成する記録ファイル作成手段と、該記録ファイルの属性を示す属性情報を含む属性ファイルを作成する属性ファイル作成手段と、該記録ファイル作成手段によって作成された該記録ファイルを記憶する第1の記憶手段と、該記録ファイル及び該属性ファイルの該第2の装置へ転送を制御する転送制御手段とを有し、該第2の装置は、該第1の装置から該ネットワークを介して送信され受信した該属性ファイルの属性情報を基に、少なくとも該記録ファイルを識別する識別情報と該記録ファイルの記憶場所となる該第1の記憶手段又は該第2の記憶手段に関する情報を含む管理情報を作成する属性処理手段と、該属性処理手段によって作成された該属性情報の管理情報と、該第1の装置から該ネットワークを介して送信され受信した該記録ファイルを記憶する第2の記憶手段を有し、該属性処理手段は、該第1の装置から送信され受信した該記録ファイルに対応する該管理情報における、該記録ファイルの該記憶場所の情報を該第2の記憶手段に変更することを特徴とするファイル管理システム。
- 2第1の装置で作成される音声データ又は画像データの記録ファイルを、ネットワークを介して第2の装置へ送信して記憶手段に保存して管理し、端末より該記憶手段に保存された記録ファイルを参照することができるファイル管理システムであって、該第1の装置は、該音声データ又は画像データを含む記録ファイルを作成する記録ファイル作成手段と、該記録ファイルの属性を示す属性情報を含む属性ファイルを作成する属性ファイル作成手段と、該作成手段によって作成された該記録ファイルを記憶する第1の記憶手段と、該記録ファイル及び該属性情報の該第2の装置へ転送を制御する転送制御手段と、該第1の記憶手段への記録ファイルの書き込み及び読み出しを制御する入出力手段とを有し、該第2の装置は、該第1の装置から該ネットワークを介して送信され受信した該属性ファイルの属性情報を基に少なくとも該記録ファイルを識別する識別情報と該記録ファイルの記憶場所となる該第1の記憶手段又は該第2の記憶手段に関する情報を含む管理情報を作成する属性処理手段と、該属性処理手段によって作成された該属性情報の管理情報と該第1の装置から該ネットワークを介して送信され受信した該記録ファイルを記憶する第2の記憶手段と、該端末からの要求に従って、該第2の記憶手段に格納されている該管理情報を読み出して該端末へ提供する参照処理手段を有し、該属性処理手段は、該第1の装置から送信され受信した該記録ファイルに対応する該管理情報における、該記録ファイルの該記憶場所の情報を該第2の記憶手段の情報に変更し、該参照処理手段は、該端末からの要求に従って、対象の該記録ファイルが該第2の記憶手段に格納されている場合には該第2の記憶手段から該記録ファイルを読み出して該端末へ送信し、対象の該記録ファイルが該第1の装置の該第1の記憶手段に格納されている場合には、該入出力手段は該第1の記憶手段から対象となる該記録ファイルを読み出して、該端末へ送信することを特徴とするファイル管理システム。
- 3前記第1の装置の前記転送制御手段は、該第1の記憶手段に格納された該記録ファイルに対応する該属性情報を該第2の装置へ送信し、その後に該第2の装置へ送信済みの該属性情報に対応する、該第1の記憶手段に格納された該記録ファイルを該第2の装置へ送信し、前記第2の装置が該第1の装置から送信された該記録ファイルを受信した場合、前記第2の装置の前記属性処理手段は、該記録ファイルに対応する該第2の記憶手段に格納された該管理情報を、該記録ファウルが受信済みを示すように変更し、かつ該記録ファイルの該記憶先の場所の情報を前記第2の記憶手段に変更することを特徴とする請求項1又は2に記載のファイル管理システム。
- 4前記第1の装置の前記転送制御手段は、前記記録ファイル作成手段が該記録ファイルを作成する度に、対応する該属性情報を該第2の装置へ転送制御する、請求項1乃至3のいずれかの項記載のファイル管理システム。
- 5前記属性ファイル作成手段が作成した属性ファイルを該第1の記憶手段に一時的に格納しておき、その後一定時間毎に該第1の記憶手段に格納された1又は複数の該属性ファイルを読み出して、前記第1の装置の前記属性ファイル作成手段は該属性ファイルを該第2の装置へ転送制御する、請求項1乃至3のいずれかの項記載のファイル管理システム。
- 6前記第1の装置の前記転送制御手段は、該第2の装置へ送信済みの該属性情報に対応する、該第1の記憶手段に格納された該記録ファイルを、予め設定された時刻又はネットワーク負荷が小さい時間帯に送信する、請求項1乃至5のいずれかの項記載のファイル管理システム。
- 7前記第2の記憶手段は、該記録ファイルを識別する識別IDと、該記録ファイルが格納されている該第1の記憶手段を特定するアドレスと、該第1の装置が該記録ファイルを受信したか否かを示す受信フラグを少なくとも前記管理情報として管理する管理テーブルを記憶し、前記属性処理手段は、該属性情報より取得される、該記録ファイルを識別する識別IDと、該記録ファイルが格納されている該第1の記憶手段のアドレスとを該管理テーブルに登録し、更に該第1の装置が該記録ファイルを受信した場合、該管理テーブル内の該記録ファイルに対応する管理情報の該受信フラグを受信済みに変更する、請求項1乃至6のいずれかの項記載のファイル管理システム。
- 8前記第1の装置は、公衆電話網を介して接続される電話の受信及び応答する電話システムに接続され、前記記録ファイル作成手段及び前記属性ファイル作成手段は、該電話システムにおいて生成される録音ファイル及びその属性情報を作成する、請求項1乃至7のいずれかの項記載のファイル管理システム。
- 9前記第2の記憶手段の、前記管理情報を記憶する前記記憶手段と、前記記録ファイルを記憶する前記記憶手段は異なる記憶手段で構成される、請求項1乃至8のいずれかの項記載のファイル管理システム。
- 10前記第1の記憶手段は、前記第1の装置に接続されたNAS(Network Attached Storage)である、請求項1乃至9のいずれかの項記載のファイル管理システム。
- 11音声データ又は画像データの記録ファイルを作成して、該記録ファイルを管理する第2の装置へ送信するファイル管理システムであって、該音声データ又は画像データを含む記録ファイルを作成する記録ファイル作成手段と、該記録ファイルの属性を示す属性情報を含む属性ファイルを作成する属性ファイル作成手段と、該記録ファイル作成手段によって作成された該記録ファイルを記憶する第1の記憶手段と、該記録ファイル及び該属性情報の該第2の装置へ転送を制御する転送制御手段とを有し、前記転送制御手段は、該第1の記憶手段に格納された該記録ファイルに対応する該属性情報を該第2の装置へ送信し、その後予め設定された時刻又はネットワーク負荷が小さい時間帯に該第2の装置へ送信済みの該属性情報に対応する、該第1の記憶手段に格納された該記録ファイルを該第2の装置へ送信する、ことを特徴とするファイル管理システム。
- 12端末からの要求に従って、該第1の記憶手段に格納されている該属性ファイルを読み出して該端末へ提供する参照処理手段を更に有し、該第2の装置へ該記録ファイルを転送した後も、該第1の記憶手段に該記録ファイルを一定期間残しておき、該参照処理手段は、該端末からの要求に従って該第1の記憶手段に格納されている該記録ファイルを読み出して該端末へ送信する、請求項11記載のファイル管理システム。
- 13第1の装置で作成された音声データ又は画像データの記録ファイルを、取得して記憶手段に保存して管理しておき、端末からの要求に応じて該記憶手段に保存された記録ファイルを提供するファイル管理システムであって、該第1の装置から該ネットワークを介して送信され受信した該属性ファイルの属性情報を基に少なくとも該記録ファイルを識別する識別情報と、該記録ファイルの記憶場所となる該第1の記憶手段又は該第2の記憶手段に関する情報を含む管理情報を作成する属性処理手段と、該属性処理手段によって作成された該属性情報の管理情報と該第1の装置から該ネットワークを介して送信され受信した該記録ファイルを記憶する第2の記憶手段と、該端末からの要求に従って、該第2の記憶手段に格納されている該管理情報を読み出して該端末へ提供する参照処理手段を有し、該属性処理手段は、該第1の装置から送信され受信した該記録ファイルに対応する該管理情報における、該記録ファイルの該記憶場所の情報を該第2の記憶手段の情報に変更し、該参照処理手段は、該端末からの要求に従って、対象の該記録ファイルが該第2の記憶手段に格納されている場合には該第2の記憶手段から該記録ファイルを読み出して該端末へ送信することを特徴とするファイル管理システム。
- 14第1の装置で作成される音声データ又は画像データの記録ファイルを、ネットワークを介して第2の装置へ送信して管理するファイル管理方法であって、該第1の装置において、該音声データ又は画像データを含む記録ファイルを作成する記録ファイル作成ステップと、該記録ファイルの属性を示す属性情報を含む属性ファイルを作成する属性ファイル作成ステップと、該記録ファイル作成ステップによって作成された該記録ファイルを第1の記憶手段に記憶する第1の記憶ステップと、該記録ファイル及び該属性ファイルの該第2の装置へ転送を制御する転送制御ステップを行い、該第2の装置において、該第1の装置から該ネットワークを介して送信され受信した該属性ファイルの属性情報を基に、少なくとも該記録ファイルを識別する識別情報と該記録ファイルの記憶場所となる該第1の記憶手段又は該第2の記憶手段に関する情報を含む管理情報を作成する属性処理ステップと、該属性処理ステップによって作成された該属性情報の管理情報と、該第1の装置から該ネットワークを介して送信され受信した該記録ファイルを記憶する第2の記憶ステップを行い、該属性処理ステップにおいて、該第1の装置から送信され受信した該記録ファイルに対応する該管理情報における、該記録ファイルの該記憶場所の情報を該第2の記憶手段に変更することを特徴とするファイル管理方法。
- 15第1の装置で作成される音声データ又は画像データの記録ファイルを、ネットワークを介して第2の装置へ送信して記憶手段に保存して管理し、端末より該記憶手段に保存された記録ファイルを参照することができるファイル管理方法であって、該第1の装置において、該音声データ又は画像データを含む記録ファイルを作成する記録ファイル作成ステップと、該記録ファイルの属性を示す属性情報を含む属性ファイルを作成する属性ファイル作成ステップと、該作成ステップによって作成された該記録ファイルを第1の記憶手段に記憶する第1の記憶ステップと、該記録ファイル及び該属性情報の該第2の装置へ転送を制御する転送制御ステップと、該第1の記憶手段への記録ファイルの書き込み及び読み出しを制御する入出力ステップを行い、該第2の装置において、該第1の装置から該ネットワークを介して送信され受信した該属性ファイルの属性情報を基に少なくとも該記録ファイルを識別する識別情報と該記録ファイルの記憶場所となる該第1の記憶手段又は該第2の記憶手段に関する情報を含む管理情報を作成する属性処理ステップと、該属性処理ステップによって作成された該属性情報の管理情報と該第1の装置から該ネットワークを介して送信され受信した該記録ファイルを記憶する第2の記憶ステップと、該端末からの要求に従って、該第2の記憶手段に格納されている該管理情報を読み出して該端末へ提供する参照処理ステップを行い、該属性処理ステップにおいて、該第1の装置から送信され受信した該記録ファイルに対応する該管理情報における、該記録ファイルの該記憶場所の情報を該第2の記憶手段の情報に変更し、該参照処理ステップにおいて、該端末から要求に従って、対象の該記録ファイルが該第2の記憶手段に格納されている場合には該第2の記憶手段から該記録ファイルを読み出して該端末へ送信し、対象の該記録ファイルが該第1の装置の該第1の記憶手段に格納されている場合には、該第1の記憶手段から対象となる該記録ファイルを読み出して該端末へ送信することを特徴とするファイル管理方法。
- 16請求項14又は15に記載のファイル管理方法を実現する前記各ステップをサーバに実行させて、記録ファイルを管理するファイル管理プログラム。
Independent claims16
54 paragraphs, as filed
The present invention relates to a file management system, a method, and a program, and particularly relates to a storage management of a telephone call recording file generated in a call center or an office, an image file acquired by a surveillance camera, or the like.
Telephone call recording (audio) files generated in call centers and offices of sales departments, as well as image files such as people and background images (hereinafter referred to as recording files) acquired by surveillance cameras, etc., are used as records associated with various activities. It is saved in the file management device. For example, when saving and managing a telephone record file, the telephone number (or information such as an IP address that can identify the connection partner), its collection date and time, the collection location, information on identifying the collection target, information on the situation at the time of collection, etc. As attribute information, it is associated with the recorded file and saved in the file management device. Normally, the recording file is stored in the storage of the file management device, and the attribute information is stored in the database under the control of the file management device in association with the storage location of the storage in which the recording file is stored. This attribute information is used later when referring to the recording file or by searching the database as needed.
From the viewpoint of ensuring security, it is desirable to install the storage location of the recording file, that is, the storage, in a location that is easy to manage collectively, such as a data center. Therefore, it becomes necessary to transmit the recorded file from the call center (file collecting device) that collects the recorded file to the file management device installed at a remote location through the network.
As a prior art of this kind, for example, in Patent Document 1, voice files generated in distributed offices such as sales offices and branches and their attribute files are transmitted to a centralized management server via a network such as WAN and centralized. A call recording centralized management system that is registered in the management server database and centrally managed is described.
However, since the file size of the recording file is large, the method of transferring the recording file to the file management device every time the recording file is created on the file collection device side uses a large amount of network bandwidth for transfer, and other methods are used. The problem arises that it causes a transfer delay of high-priority data. Therefore, it is conceivable to transfer the recorded files in a batch at a time zone such as at night when the network bandwidth is sufficient. Therefore, in the file collection device, a method is to save the collected record file in the storage device until it is transmitted to the file management device, and send the record file to the file management device when the network has a margin. It has been taken.
<p><patcit num="1"><text>Japanese Unexamined Patent Publication No. 2010-219734</text></patcit></p>
<p> In the centralized call recording centralized management system described in Patent Document 1, the recording files and attribute files collected and stored on the local server are collected from the local server by using a time zone with sufficient network bandwidth. Batch transfer to the centralized management server can reduce the network load for transferring files. However, until the record files and attribute files are transferred to the centralized management server and stored collectively, many record files and attribute files are stored on local servers in each distributed office, so they are centralized. Cannot be referenced in.</p><p> As a solution to this problem, for example, a method of transferring the recording file to the centralized management server every time the recording file is collected by each local server can be considered. However, with this method, the frequency of file transfer increases during the daytime working hours when many recorded files are collected, and it is difficult to transfer files by selecting a time zone when the network load is small.</p><p> An object of the present invention is to transfer a recording file from a local location to a center in a file management system that manages a recording file created in a local location at a center, using a time zone in which it is easy to secure a network bandwidth. The purpose is to reduce the line cost. Another object of the present invention is to transmit the attribute information of the recording file from a local location to the center prior to the transmission of the recording file, manage the attribute information in the center, and search the attribute information in response to a request from the terminal. It is possible to refer to the recorded file of. The present invention is also to easily refer to a recording file that has not yet been transmitted to the center and is stored in a local location.</p>
<p> The file management system according to the present invention is preferably a file management system that manages a recorded file of audio data or image data created by the first device by transmitting it to a second device via a network. , The first device includes a recording file creating means for creating a recording file containing the audio data or image data, an attribute file creating means for creating an attribute file containing attribute information indicating the attributes of the recording file, and the recording. It has a first storage means for storing the recording file created by the file creation means, and a transfer control means for controlling the transfer of the recording file and the attribute file to the second device. The second device serves as at least identification information for identifying the recording file and a storage location for the recording file based on the attribute information of the attribute file transmitted and received from the first device via the network. An attribute processing means that creates management information including information about the first storage means or the second storage means, management information of the attribute information created by the attribute processing means, and the first device. It has a second storage means for storing the recording file transmitted and received via the network. The attribute processing means is characterized in that the information of the storage location of the recording file in the management information corresponding to the recording file transmitted and received from the first device is changed to the second storage means. It is configured as a file management system.</p><p> Further, the file management system according to the present invention preferably transmits a recording file of audio data or image data created by the first device to the second device via a network and stores the recording file in the storage means. A file management system that can be managed and the recorded files stored in the storage means can be referred to from the terminal. The first apparatus includes a recording file creating means for creating a recording file containing the audio data or image data, an attribute file creating means for creating an attribute file containing attribute information indicating the attributes of the recording file, and the creation. A first storage means for storing the recording file created by the means, a transfer control means for controlling the transfer of the recording file and the attribute information to the second device, and recording to the first storage means. It has an input / output means for controlling the writing and reading of a file. The second device serves as at least identification information for identifying the recording file based on the attribute information of the attribute file transmitted and received from the first device via the network, and a storage location for the recording file. An attribute processing means that creates management information including information about the first storage means or the second storage means, management information of the attribute information created by the attribute processing means, and the network from the first device. A second storage means for storing the recording file transmitted and received via the device, and a reference for reading the management information stored in the second storage means and providing the management information to the terminal in accordance with a request from the terminal. Has processing means, The attribute processing means changes the information of the storage location of the recording file in the management information corresponding to the recording file transmitted and received from the first device to the information of the second storage means. In response to a request from the terminal, the reference processing means reads the recording file from the second storage means and transmits the recording file to the terminal when the target recording file is stored in the second storage means. And When the recording file of interest is stored in the first storage means of the first device, the input / output means reads the recording file of interest from the first storage means and said the recording file. It is configured as a file management system characterized by sending to a terminal.</p><p> Further, the file management system according to the present invention is preferably a file management system that creates a recording file of audio data or image data and transmits the recording file to a second device that manages the recording file. It was created by a recording file creating means for creating a recording file containing the audio data or image data, an attribute file creating means for creating an attribute file containing attribute information indicating the attributes of the recording file, and the recording file creating means. It has a first storage means for storing the recording file and a transfer control means for controlling the transfer of the recording file and the attribute information to the second device. The transfer control means transmits the attribute information corresponding to the recording file stored in the first storage means to the second device, and then at a preset time or a time zone when the network load is small. It is configured as a file management system characterized in that the recording file stored in the first storage means corresponding to the attribute information transmitted to the second device is transmitted to the second device.</p><p> Further, the file management system according to the present invention preferably acquires a recording file of audio data or image data created by the first device, stores it in a storage means, and manages the file, and requests from the terminal. A file management system that provides a recording file stored in the storage means according to the above. Identification information that identifies at least the recording file based on the attribute information of the attribute file transmitted and received from the first device via the network, and the first storage means or the first storage means that serves as a storage location for the recording file. Attribute processing means that creates management information including information about the second storage means, management information of the attribute information created by the attribute processing means, and transmission and reception from the first device via the network. It has a second storage means for storing the recording file and a reference processing means for reading the management information stored in the second storage means and providing the management information to the terminal in accordance with a request from the terminal. The attribute processing means changes the information of the storage location of the recording file in the management information corresponding to the recording file transmitted and received from the first device to the information of the second storage means. According to the request from the terminal, the reference processing means reads the recording file from the second storage means and transmits the recording file to the terminal when the target recording file is stored in the second storage means. It is configured as a file management system characterized by</p><p> The file management method according to the present invention is preferably a file management method for managing a recorded file of audio data or image data created by the first device by transmitting it to the second device via a network. , In the first device It was created by a recording file creation step of creating a recording file containing the audio data or image data, an attribute file creation step of creating an attribute file containing attribute information indicating the attributes of the recording file, and a recording file creation step. A first storage step of storing the recording file in the first storage means and a transfer control step of controlling the transfer of the recording file and the attribute file to the second device are performed. In the second device Based on the attribute information of the attribute file transmitted and received from the first device via the network, at least the identification information for identifying the recording file and the first storage means serving as the storage location of the recording file or An attribute processing step that creates management information including information about the second storage means, management information of the attribute information created by the attribute processing step, and transmission and reception from the first device via the network. Perform a second storage step to store the recorded file. The attribute processing step is characterized in that the information of the storage location of the recording file in the management information corresponding to the recording file transmitted and received from the first device is changed to the second storage means. It is configured as a file management method.</p><p> Further, in the file management method according to the present invention, preferably, a recording file of audio data or image data created by the first device is transmitted to the second device via a network and stored in a storage means. It is a file management method that can be managed and the recorded file saved in the storage means can be referred to from the terminal. In the first apparatus, a recording file creation step for creating a recording file containing the audio data or image data, an attribute file creation step for creating an attribute file containing attribute information indicating the attributes of the recording file, and the creation. A first storage step for storing the recording file created by the step in the first storage means, a transfer control step for controlling the transfer of the recording file and the attribute information to the second device, and the first. Performs input / output steps to control the writing and reading of the recorded file to the storage means of In the second device, at least the identification information that identifies the recording file and the storage location of the recording file based on the attribute information of the attribute file transmitted and received from the first device via the network. An attribute processing step that creates management information including information about the first storage means or the second storage means, management information of the attribute information created by the attribute processing step, and the network from the first device. A second storage step of storing the recording file transmitted and received via the terminal, and a reference process of reading the management information stored in the second storage means and providing the management information to the terminal in accordance with a request from the terminal. Take steps and In the attribute processing step, the information of the storage location of the recording file in the management information corresponding to the recording file transmitted and received from the first device is changed to the information of the second storage means. In the reference processing step, when the target recording file is stored in the second storage means according to a request from the terminal, the recording file is read from the second storage means and transmitted to the terminal. , When the target recording file is stored in the first storage means of the first device, the target recording file is read from the first storage means and transmitted to the terminal. It is configured as a characteristic file management method.</p><p> Further, the file management program according to the present invention is preferably configured as a file management program that manages recorded files by causing a server to execute each step of realizing the above file management method.</p>
<p> According to the present invention, in a file management system that manages a recording file created in a local location at the center, the recording file is transferred from the local location to the center using a time zone in which it is easy to secure network bandwidth. Therefore, it is possible to reduce the line cost. In addition, prior to the transmission of the recording file, the attribute information of the recording file is transmitted from the local location to the center and managed by the center, and the target recording file is searched for from the terminal according to the request. It will be possible to provide to. In addition, in response to a request from the terminal, it is possible to easily refer to the recorded file stored in the local location without being transferred to the center.</p>
<figref num="1">The figure which shows the configuration example of the recording file management system by one Example.</figref><figref num="2">The figure which shows the configuration example of the local apparatus in the recording file management system of one Example.</figref><figref num="3">The figure which shows the configuration example of the center apparatus in the recording file management system of one Example.</figref><figref num="4">The figure which shows the format structure example of the attribute file in one Example.</figref><figref num="5">The figure which shows the structure example of the management table of the attribute information in one Example.</figref><figref num="6">The sequence diagram which shows the transfer and storage operation of the recording file in one Example.</figref><figref num="7">The sequence diagram which shows the reference operation of the recording file from the terminal in one Example.</figref><figref num="8">The figure which shows the example of the search screen of the recording file from the terminal in one Example.</figref><figref num="9">The figure which shows the example of the search result screen of the recording file from the terminal in one Example.</figref><figref num="10">The figure which shows the configuration example of the recording file management system by another Example.</figref>
Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 shows a configuration example of a recording file management system according to an embodiment. This embodiment is applied to a contact center management system in which a call recording file (hereinafter simply referred to as a recording file) generated by one or more local call centers is transferred to a management device in the center and stored in the center. Will be done.
At one or more bases where the call center is located, one or more local systems 2 including the telephone system 21 connected to the public switched telephone network 81 are formed. One or more local systems 2 are connected to the center system 1 via a network 82 such as a WAN (Wide Area Network). A terminal 7 may be connected to the WAN 82 to monitor the operating status of the operator terminal of the telephone system 21 and to refer to a recording file (described later).
In the local system 2, the telephone system 21 has an IP-PBX connected to the public telephone network 81 and an operator terminal that accepts telephones received through the IP-PBX. The local system 2 further includes a local device 20, a local storage 22, a network connection 23 connected to the WAN, and a terminal 27 connected to the network connection 23.
The local device 20 is composed of, for example, a server device, acquires a call packet (for example, an RTP packet) exchanged between the IP-PBX of the telephone system 21 and an internal telephone, and creates a recording file 92 based on the call packet (for example, an RTP packet). Then, the attribute information for managing the recording file 92 is acquired and the attribute file 91 is created. The created recording file and attribute file are temporarily stored in the local storage 22 and further transmitted to the center system 1. (The detailed configuration of the local device 20 will be described later with reference to FIG. 2). The recording file 92 temporarily stored in the local storage 22 is then collectively transmitted to the center system 1 at a predetermined time zone (that is, a time zone such as nighttime when the network load is light) and stored in the storage 12 of the center system. Is managed. (This will be described later.) The terminal 27 is an administrator terminal equipped with an input device, a display device, and a processor, such as a personal computer (PC), and monitors the operating status of the operator terminal, and records a recording file created as described above. You can refer to it. As one of the features in this embodiment, the recording file created by the local device 20 and its attribute file are recording files that should be centrally managed by the center system 1, but are stored in the local storage 22 for a certain period of time. .. Therefore, in response to a request from the terminal 27 in the local system 2, it is possible to read the recording file stored in the local storage 22 and provide it to the terminal 27. Since the terminal 27 can easily acquire the recording file in the local system 2 without using WAN82, the network line cost can be reduced.
Here, the recording file and its attribute file will be described. The recorded file is a file of call sound exchanged between the caller and the operator, and is, for example, a voice such as a product order, a service request / change, a complaint (complaint), a confirmation of a contract content from a customer, and the like. .. The attribute information that becomes the attribute file is information characteristic of the call (that is, the recorded file), and is the start time and end time of the call exchanged between the operator and the speaker, and the source IP address (source IP address) acquired from the call packet. The port IP address on the extension side of the PBX) and the destination IP address (IP address of the extension telephone) are included. This attribute information is, so to speak, physical basic attribute information. (The structure of the attribute file will be described later with reference to Fig. 4.) Next, the center system 1 includes a center device 10, a center storage 12, a network connection unit 13 connected to the WAN, and a terminal 17 connected to the network connection unit 23. The center device 10 is, for example, a server device (detailed configuration will be described later with reference to FIG. 3), and mainly performs a process of storing a recording file and an attribute file collected from the local system 2 and a stored recording. Performs processing to provide files in response to requests from terminals 7, 17, etc.
The center storage 12 stores the management table 122 that manages the attribute information indicated by the attribute file 91 and the recording file 123 (same as 92) collected from each local system 2. The configuration of the management table 122 will be described later with reference to FIG. Like terminals 27, terminals 7 and 17 are also administrator terminals such as personal computers (PCs) for monitoring the operating status of operator terminals and for referencing recorded files stored in the center storage 12. Used for.
FIG. 2 shows a configuration example of the local device 20. The local device 20 has a recording file creation unit 201 that acquires a call packet from the interface 261 of the telephone system and creates a recording file, and attribute information such as recording start time, end time, and call destination information when the recording file is created (Fig. 4). Attribute file creation unit 202 that creates an attribute file with (see), transfer control unit 204 that controls the transfer of the attribute file 91 and recording file 92 to the center device 10 via interface 263, and terminal 27 via interface 262. It includes a recording file reference processing unit 205 that reads out the recording file 92 stored in the local storage 22 in response to an access request.
Although the hardware configuration of the local device 20 is not shown, it has a processor that executes the program, data, and a memory that stores the program to be executed, and each of the above-mentioned parts has a function that the program is executed by the processor. Is realized.
The local storage 22 stores the recording file 92 created by the recording file creation unit 201 and the attribute file 91 corresponding to the recording file 92 created by the attribute file creation unit 202. In the figure, the local storage 22 for storing the attribute file 91 and the corresponding recording file 92 is shown outside the local device 20, but the local storage 22 may be included in the local device 20.
FIG. 3 shows a configuration example of the center device 10. The center device 10 is an attribute file processing unit 101 that performs a process of extracting information to be stored in the management table 122 from a received attribute file and a process of updating the contents of the management table in relation to the record file identification ID, and the received recording. The recording file storage management unit 102 that stores files in the center storage 12, the table management unit 103 that writes and reads the management table 122 stored in the center storage 12, and the management table 122 in response to a reference request from the terminal 17. It includes a recording file reference processing unit 105 for searching and reading a recording file stored in the center storage 12. The configuration of the management table 122 will be described later with reference to FIG.
The attribute file received from the local device 20 is processed by the attribute file processing unit 101, and the information required for the update process is passed to the table management unit 103 by the table management unit 103. As a result, the contents of the management table are updated.
When the recording file is received, the recording file storage management unit 102 stores the recording file in the center storage 12. At the same time, since it is necessary to update the recording file storage location information in the management table 122, the storage location information is sent to the table management unit 103. The table management unit 103 rewrites the reception flag of the attribute information corresponding to the recording file in the management table from the unreceived "0" to the received "1".
Although the hardware configuration of the center device 10 is not shown, it has a processor that executes the program, data, and a memory for storing the program to be executed, and each of the above-mentioned parts has a function that the program is executed by the processor. Is realized. In the figure, the center storage 12 for storing the attribute information management table 122 and the recording file 123 is shown outside the center device 10, but the center storage 12 may be included in the center device 10.
When the terminal 17 (or 7) requests a reference to the recording file 123 stored (or may be stored) in the center storage 12, the recording file reference processing unit 105 accepts the request and sets the table. The management unit 103 performs a search process for the management table 122, and notifies the terminal 17 (or 7) of the result.
As a result of referring to the reception flag of the management table 122, when the recording file to be the reference request is stored in the center storage 12 (when the reception flag is "1"), the target recording file 123 is selected from the center storage 12. Read and send to terminal 17 (or 7). On the other hand, referring to the reception flag in the management table 122, if the recording file to be referenced is not stored in the center storage 12 (when the reception flag is "0"), the "storage file storage" in the management table 122 is displayed. With reference to "location address", a read command for the recorded file is transmitted to the local storage 22 of the local system 2 indicated by the storage location address.
Figure 4 shows an example of the format configuration of the attribute file. The attribute file 91 includes an identification ID for identifying the recording file, a recording start time indicating the time when the telephone system 21 started recording with the speaker, a recording end time indicating the time when the recording was ended, the recording time, and the recording file. It consists of a source IP address (port IP address on the extension side of the PBX), a destination IP address (IP address of an extension phone), a storage location address indicating the storage location of the recording file, and additional information. Here, the source IP address and the destination IP address are acquired from the header portion of the call packet. The storage location address is the address of the local device in which the recording file is stored (for example, the local device address and the directory information in the local storage). In addition, the additional information includes information such as a mutual telephone number to be called and a direction type of incoming / outgoing calls, which is obtained by monitoring a packet for call control.
Figure 5 shows a configuration example of the attribute information management table. The attribute information management table 122 includes an identification ID for identifying the recording file, a recording start time indicating the time when the telephone system 21 started recording with the speaker, a recording end time indicating the time when the recording was ended, and a recording time. Consists of the source IP address (port IP address on the extension side of the PBX) and destination IP address (IP address of the extension phone) of the recording file, the storage location address indicating the storage location of the recording file, the reception flag of the recording file, and additional information. Will be done. Here, information other than the reception flag is acquired from the above attribute file. The reception flag is information indicating whether or not the center device 10 has received the recording file corresponding to the attribute information acquired in advance from the local device 20. If it has been received, it is indicated by "1", and if it has not been received, it is indicated by "0".
Next, the transfer and storage operation of the recorded file will be described with reference to FIG. In the local device 20, the call packet is acquired from the interface 261 of the telephone system, the recording file creation unit 201 creates the recording file 92, and the attribute file creation unit 202 creates the attribute file 91 of the recording file. The created recording file 92 and its attribute file 91 are stored in the local storage 22.
Here, the attribute file creation unit 202 generates unique information (recording file identification ID) for identifying the recording file and assigns it to the recording file. The recording file 92 is assigned a recording file identification ID and is stored in the local storage 22. Further, the attribute file creation unit 202 creates an attribute file in which "M" is recorded in the recording file identification ID of the attribute file 91 and the address "p1" of the local storage 22 is recorded in the recording file storage destination address. The transfer control unit 204 sequentially (every time an attribute file is created) transmits the attribute file 91 created as described above to the center system 1 via the center system interface 263.
In the center device 10 of the center system 1, the attribute file processing unit 101 creates management information to be written in the management table 122 from the received attribute file. In this example, the recording file identification ID is "M", the recording file storage destination address is the address "p1" of the local storage 22, and the reception flag is the unreceived state "0" because the recording file has not been received yet. The created management information is written to the management table 122 of the center storage 103 by the table management unit 103.
In this way, the attribute files of a large number of recording files created by the local devices 20 of the plurality of local systems 2 are collected in the center device 10, and a large number of management information is registered in the management table. In the office, many recording files are usually generated during working hours (daytime), so those attribute files are collected in the center device during the daytime. However, at this point, the center device 10 is in a state in which a large number of recording files have not been received.
After that, at a time zone with a margin in the network bandwidth such as at night, for example, at a predetermined time (after midnight), the input / output unit 203 of the local device 20 stores an untransmitted recording file stored in the local storage 22. After reading 92, the transfer control unit 204 transmits the recorded file to the center system 1. Here, since the attribute files 91 of the untransmitted recording files 92 remain in the local storage 22, the recording files can be read out based on the recording file identification ID of the attribute file 91. After all the untransmitted recording files have been transmitted to the center system 1, the recording file 92 and its attribute file 91 are deleted from the local storage 22.
In the center device 10 of the center system 1, the recording file storage management unit 102 stores the received recording file m in the recording file storage area of the center storage 12. Then, the address (address in the center storage) q1 that stores the recording file is sent to the table management unit 103. The table management unit 103 rewrites the reception flag of the attribute information corresponding to the recording file m in the management table 122 from the unreceived "0" to the received "1". In this way, the storage destination address and the reception flag of all the received recording files are changed, and the contents of the management table are updated.
In this embodiment, every time the attribute file creation unit 202 creates an attribute file, the transfer control unit 204 transmits the attribute file to the center system 1. However, according to the alternative example, the created attribute file is temporarily stored in the local storage, and then one or more attribute files accumulated in the local storage 22 are collected at regular intervals (for example, every hour). May be sent to the center system.
Further, in this embodiment, it is assumed that the recording file 92 and its attribute file 91 transmitted to the center system 1 are deleted from the local storage 22. However, in the alternative example, even after the recording file 92 is transmitted to the center system 1, it is not deleted from the local storage 22, but is left in the local storage 22 for the time being (for example, about 48 hours or a week), and the terminal is used. In response to the access request from 27, the recording file stored in the local storage may be provided to the terminal. It is intended to use local storage as a cache function for the time being after sending the recording file to center system 1. Access requests such as searching for recorded files are relatively common from within the same local system when the recorded file is created. Therefore, the recorded file in the same local system 22 is efficient because the network load for transferring to the terminal 27 is low.
Next, the operation of referencing the recorded file from the terminal will be described with reference to FIG. 7. In the figure, (A) shows the case where the recording file is in the local system, and (B) shows the case where it is in the center system. It is assumed that the administrator operates terminals 7, 17, and 27 to display a search screen as shown in FIG. 8 on the display screen of the terminal to search for recorded files. On the recording file search screen, the attribute information included in the attribute file is basically included in the search items. The search condition is created by the administrator operating the input device and specifying the item to be searched and its content in the search screen. When the "execute search" button is operated, a search request with search conditions added is issued from the terminal. The search request from the terminal 27 goes through the network connection 23 and WAN 82 of the local system 2, the search request from the terminal 7 goes through the WAN 82, and the search request from the terminal 27 goes through the network connection 13. Transferred to the center device 10 of the center system 1.
When the center device 10 receives the search request via the terminal interface 262, the recording file reference processing unit 105 searches the management table 122 based on the received search condition. Then, the search result is notified to the requesting terminal via the terminal interface 262.
Then, the search result screen as shown in FIG. 9 is displayed on the display screen of the terminal. Here, the information (recording file reception flag and recording file storage location) of the hatched portion on the right side of the illustrated search result screen is transmitted to the terminal, but is not displayed on the screen. The recording file reception flag and the recording file storage location information are used to indicate the acquisition destination of the recording file from the terminal in the next stage.
On the search result screen, in addition to displaying the information of the items corresponding to the recording file identification IDs that match the search conditions, a "reference flag" and a "deletion flag" are added. The administrator selects the "reference flag" of the recording file to be referenced from the search result screen (enters "re") and operates the "execute" button to move to the acquisition operation of the selected recording file. The operations up to this point are the same for both (A) and (B).
As shown in (A), when the selected recording file is not in the center storage 12 but in the local storage 22 (when the recording file identification ID is m), the terminal accesses the local device 20. The access request is accompanied by the address p1 of the local storage. In the local device 20, when the recording file reference processing unit 205 receives the access request via the terminal interface 262, the recording file reference processing unit 205 transfers the address p1. The recording file corresponding to the address p1 is read from the local storage 22 and sent to the recording file reference processing unit 205. The recording file reference processing unit 205 transmits the recording file corresponding to the address p1 to the requesting terminal via the terminal interface 262.
On the other hand, as shown in (B), when the selected recording file is in the center storage 12 (when the recording file identification ID is "k"), the terminal accesses the center device 10 via the network connection unit 13. To do. The access request is accompanied by the center storage address q2. In the center device 10, when the recording file reference processing unit 105 receives an access request via the terminal interface 262, the recording file reference processing unit 105 reads the recording file corresponding to the address q2 from the center storage 12 and transmits the recording file via the terminal interface 262. Send to the requesting terminal. As described above, the selected recording file is acquired in the terminal. The administrator can play back the recorded file acquired on the terminal and listen to its contents.
All the recording files created in the local system 2 are finally collected in the center system 1 and stored in the center storage 12 for storage and management. Subsequent search for recorded files is as shown in (B).
When "Delete" is selected in the above selection operation of the recording file, a deletion request is sent from the terminal to the center system 10 or the local device 20, and the corresponding recording file is deleted from the center storage or the local storage. ..
FIG. 10 shows a configuration example of a recording file management system according to another embodiment. In this example, the recording file created by the recording file creation unit 201 of the local device 20 is stored in the NAS (Network Attached Storage) connected to the local system 2 via the network instead of being stored in the local storage 22. It is a thing. That is, the relatively large-capacity recording file created by the recording file creation unit 201 is stored in the NAS, and the attribute file created by the attribute file creation unit 202 is stored in the local storage 22 of the local device 20. In this way, when the NAS is used, the recording file reference processing unit 205 of the local device 20 can be replaced by the file sharing function of the NAS, and thus becomes unnecessary.
As described above, according to this embodiment, the attribute information of the recording file created at the local base is first transmitted to the center and managed as management information, and then the recording file is transmitted to the center. did. In this case, the recorded file can be transmitted using a time zone such as nighttime when it is easy to secure the bandwidth, which is different from the time when it was created, so that the required bandwidth of the network can be reduced and the line cost can be reduced. It will be possible.
Further, since the recording file created in the local system 2 is stored in the local storage 22 for a certain period of time, the recording file can be easily searched and referenced in response to a request from the terminal 27. In the case of a call center, there is a need for an administrator or an operator to re-listen and check the contents of a call recording generated at the same base, and such needs can be easily met.
In this case, since the recording file stored in the local storage 22 is directly read from the terminal 27 at the local base, it is not necessary to download the recording file from the center via the WAN as described in Patent Document 1, so that the recording is recorded. The time required to play the file can be shortened.
Also, from the viewpoint of security, for users who want to keep the recording file in the local base, the recording file can be managed by the center by sending only the attribute file to the center without sending the recording file to the center. Centralized management of call recording is possible while ensuring security.
Although one embodiment has been described above, the present invention is not limited to the above embodiment and can be implemented in various modifications. For example, in the above embodiment, the management table 122 and the recording file 123 are stored in the same storage, but they do not necessarily have to be the same storage. The management table can be stored in a storage device having a relatively small storage capacity such as a semiconductor memory provided in a server serving as a center device, and the recording file can be stored in a large-capacity storage.
Further, as the above embodiment, the contact center management system in which the call recording file generated in the call center is transmitted to the center system and stored and managed in the center system has been described. Here, the center system does not necessarily have to be like a predetermined fixed host computer. According to the application example, the center system may be, for example, a server or a computer designated by a user who uses the call center or a company entrusted with the operation of the call center.
Further, in the above embodiment, the storage management of the call recording file of the telephone generated in the call center or the office has been described, but the management is not limited to the management of the recording file. As another application example, in an entry / exit management system that acquires personal information (fingerprints, veins, ID card information) of a person entering or leaving a building or office and authenticates the person, an image file of fingerprints or veins acquired by a camera. Furthermore, it can also be applied to the case of acquiring an image file such as a human face image or a moving image and managing it together with its attribute information.
In the case of the image file management system, the contents of the management table managed by the center device 10 are different from those of the audio file management. That is, since the extended attribute information of the image file is different from the case of managing the audio file, the outside line number, extension number, operator name, claim flag, contract information, etc. peculiar to the call center in the above embodiment are not required. For example, in the case of image file management for vein authentication, information such as personal ID information and password will be included in the extended attribute information.
Further, although the file managed in the above embodiment is called a recording file, there may be various ways to call it. For example, it may be a recording log of a recording or an image or a moving image, or it may be called a content file of an audio or an image.
1: Center system 10: Center device 12: Center storage 13, 23: Network connection 101: Attribute file processing unit 102: Recording file processing unit 103: Table management unit 105: Recording file reference processing unit 2: Local system 20: Local device 21: Telephone system 22: Local storage 201: Recording file creation unit 202: Attribute file creation unit 204: Transfer control unit 205: Recording file reference processing unit 7, 17, 27: Terminal 81: Public switched telephone network 82: WAN (Wide Area Network) 91: Attribute file 92: Recording file
Every citation, both ways
| Document | Relation | Office | Cited during |
|---|---|---|---|
| JP2005286861A | Cites | Japan | Examiner |
| WO2008136507A1 | Cites | World Intellectual Property Organization (WIPO) | Examiner |
| US6252947B1 | Cites | United States of America | Examiner |
| JPH09231119A | Cites | Japan | Examiner |
| JPH11252525A | Cites | Japan | Examiner |
| JPH1196102A | Cites | Japan | Examiner |
| JPWO2004104838A1 | Cites | Japan | Examiner |
5 members in 3 offices
Priority claims2
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| 2012212812 | Japan | A | |
| JP20120212812 | – | – | – |
Members5
| Document | Office | Kind | |
|---|---|---|---|
| US2014089353A1 | United States of America | A1 | |
| EP2713589A1 | European Patent Office (EPO) | A1 | |
| JP2014067267AThis record | Japan | A | |
| JP5813606B2 | Japan | B2 | |
| EP2713589B1 | European Patent Office (EPO) | B1 |
16 legal events, as the office reported them to INPADOC
Over the term
Point at a mark for the eventEvents
| Event | Code | |
|---|---|---|
| Receipt of annual feesJAPANESE INTERMEDIATE CODE: R250R250 | R250 | |
| Receipt of annual feesJAPANESE INTERMEDIATE CODE: R250R250 | R250 | |
| Receipt of annual feesJAPANESE INTERMEDIATE CODE: R250R250 | R250 | |
| Receipt of annual feesJAPANESE INTERMEDIATE CODE: R250R250 | R250 | |
| Receipt of annual feesJAPANESE INTERMEDIATE CODE: R250R250 | R250 | |
| Receipt of annual feesJAPANESE INTERMEDIATE CODE: R250R250 | R250 | |
| Receipt of annual feesJAPANESE INTERMEDIATE CODE: R250R250 | R250 | |
| Receipt of annual feesJAPANESE INTERMEDIATE CODE: R250R250 | R250 | |
| Certificate of patent or registration of utility modelJAPANESE INTERMEDIATE CODE: R150R150 | R150 | |
| First payment of annual fees (during grant procedure)JAPANESE INTERMEDIATE CODE: A61A61 | A61 | |
| Written decision to grant a patent or to grant a registration (utility model)JAPANESE INTERMEDIATE CODE: A01A01 | A01 | |
| Decision of grant or rejection writtenTRDD | TRDD | |
| Request for written amendment filedJAPANESE INTERMEDIATE CODE: A523A521 | A521 | |
| Notification of reasons for refusalJAPANESE INTERMEDIATE CODE: A131A131 | A131 | |
| Request for written amendment filedJAPANESE INTERMEDIATE CODE: A523A521 | A521 | |
| Notification of reasons for refusalJAPANESE INTERMEDIATE CODE: A131A131 | A131 |
Numbers
- Publication
- 2014067267
- Publication, DOCDB
- 2014067267
- Publication, EPODOC
- JP2014067267
- Application
- 212812
- Application, DOCDB
- 2012212812
- Application, EPODOC
- JP20120212812
Titles2
- Japanese
- ファイル管理システム及び方法、プログラム
- English
- File management system and method, program
Classification
- CPC, 3
- H04M3/42221
- G06F16/211
- H04M3/5175
- IPC, 1
- G06F12 00