公开(公告)号：US20140016771A1

公开(公告)日：2014-01-16

申请号：US14025167

申请日：2013-09-12

Applicant: FUJITSU LIMITED

Inventor： Naoto KAWASHIMA ,  Naoto MATSUDAIRA ,  Yuusuke TOUNAI ,  Hiroshi YOSHIDA ,  Shingo HIRONO

IPC: H04M3/428

CPC classification number: H04M3/428 ,  H04M3/5231

Abstract: A line connection apparatus is disclosed. A hold/release recognition part records first person identification information by corresponding to second person identification information in a connection database stored in a storage part when a hold is recognized. The first person identification information identifies a first person who holds a line. The second person identification information identifies a second person for whom the line is held. The connection database maintains a state of holding a line and releasing a hold of the line. The connection control part refers to the connection control database and has a first person terminal of the first person in a hold state based on the first person identification information, which is corresponded to the second person identification information indicated by a re-connection request, in response to the re-connection request conducted by a same second person after the line is disconnected in the hold state.

Abstract translation: 公开了一种线路连接装置。 当保持被识别时，保持/释放识别部分通过对应于存储在存储部分中的连接数据库中的第二人标识信息来记录第一人称识别信息。 第一人身份信息识别持有线的第一人。 第二人身份信息识别保持该行的第二人。 连接数据库保持保持线的状态并释放线的保持。 连接控制部分参考连接控制数据库，并且基于与由重新连接请求指示的第二人标识信息相对应的第一人物标识信息，具有处于保持状态的第一人员的第一人员终端， 在线路在保持状态下断开之后，响应由同一第二人员进行的重新连接请求。

公开(公告)号：US20140003598A1

公开(公告)日：2014-01-02

申请号：US14017733

申请日：2013-09-04

Applicant: FUJITSU LIMITED

Inventor： Naoto KAWASHIMA ,  Naoto Matsudaira ,  Yuusuke Tounai ,  Hiroshi Yoshida ,  Shingo Hirono

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M2203/301 ,  H04M2203/401

Abstract: An operator evaluation support device includes a speech recording unit for recording speech times of a customer and an operator during a telephone call; a display recording unit for recording a display time during which a display screen is displayed during the telephone call on an operator terminal, in association with display screen identification information; a content recording unit for recording screen content information describing a content of the display screen, in association with the display screen identification information; and a providing unit for referring to the above units with respect to the telephone call, creating telephone call information indicating the speech time, the display time of the display screen, and the screen content information, and sending the telephone call information to an administrator terminal used by an administrator who is evaluating the operator.

Abstract translation: 操作员评估支持装置包括用于在电话呼叫期间记录客户和操作者的语音时间的语音记录单元; 显示记录单元，用于与显示屏幕识别信息相关联地在操作员终端上记录在电话呼叫期间显示显示屏幕的显示时间; 内容记录单元，用于与显示屏幕识别信息相关联地记录描述显示屏幕的内容的屏幕内容信息; 以及提供单元，用于参考上述单元相对于电话呼叫，创建指示语音时间的电话呼叫信息，显示屏幕的显示时间和屏幕内容信息，以及将电话呼叫信息发送到管理员终端 由评估操作员的管理员使用。

公开(公告)号：US20140081639A1

公开(公告)日：2014-03-20

申请号：US14015207

申请日：2013-08-30

Applicant: FUJITSU LIMITED

Inventor： Naoto KAWASHIMA ,  Naoto MATSUDAIRA ,  Yuusuke TOUNAI ,  Hiroshi YOSHIDA ,  Shingo HIRONO

IPC: G10L21/16

CPC classification number: G10L21/16 ,  G10L15/30 ,  G10L25/48 ,  G10L25/63 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/2038 ,  H04M2203/352 ,  H04M2203/401

Abstract: The communication support device includes: a storing unit configured to store an utterance of a first speaker transmitted from a first terminal as utterance information; an analyzing unit configured to obtain a holding notice which sets communications with the first terminal to a holding state, the communications being transmitted from a second terminal used by a second speaker who communicates with the first speaker, and to analyze features of utterance information which correspond to a time of a holding state; and an instructing unit configured to output to the second terminal determination information on the first speaker based on the features of the utterance information of the first speaker.

Abstract translation: 通信支持装置包括：存储单元，被配置为存储从第一终端发送的第一扬声器的话语作为话语信息; 分析单元，被配置为获得与第一终端进行通信的保持通知为保持状态，所述通信是从与第一说话者通信的第二扬声器使用的第二终端发送的，并且分析与第一扬声器对应的话语信息的特征 到一个持有状态的时候 以及指示单元，被配置为基于第一说话者的话语信息的特征向第二终端确定关于第一说话者的确定信息。

公开(公告)号：US20140029742A1

公开(公告)日：2014-01-30

申请号：US14017890

申请日：2013-09-04

Applicant: Fujitsu Limited

Inventor： Naoto KAWASHIMA ,  Naoto Matsudaira ,  Yuusuke Tounai ,  Hiroshi Yoshida ,  Shingo Hirono

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/2218 ,  H04M2201/40

Abstract: An operator evaluation support device includes a speech recording unit configured to record speech times of a customer and an operator during a telephone call; a superposition identifying unit configured to refer to the speech recording unit and identify a superposition speech, which is a speech of the operator that has started during a speech of the customer; a problematic superposition identifying unit configured to identify a problematic superposition speech among the superposition speeches, by comparing a sound quality of a speech of the customer that has started after the superposition speech with a standard sound quality; a call information creating unit configured to refer to the speech recording unit and create telephone call information indicating the identified problematic superposition speech during the telephone call; and a sending unit configured to send the created telephone call information to an administrator terminal used by an administrator evaluating the operator.

Abstract translation: 操作者评估支持装置包括：语音记录单元，被配置为在电话呼叫期间记录客户和操作者的语音时间; 叠加识别单元，被配置为参考语音记录单元，并且识别作为在客户的语音期间已经开始的操作者的语音的叠加语音; 通过将叠加语音之后开始的顾客的语音的声音质量与标准声音质量进行比较来确定叠加语音中的有问题的叠加语音的有问题的重叠识别单元; 呼叫信息创建单元，被配置为参考所述语音记录单元，并且在所述电话呼叫期间创建指示所识别的有问题的重叠语音的电话呼叫信息; 以及发送单元，被配置为将创建的电话呼叫信息发送到由管理员评估操作者使用的管理员终端。

公开(公告)号：US20140093056A1

公开(公告)日：2014-04-03

申请号：US14025193

申请日：2013-09-12

Applicant: FUJITSU LIMITED

Inventor： Naoto KAWASHIMA ,  Naoto MATSUDAIRA ,  Yuusuke TOUNAI ,  Hiroshi YOSHIDA ,  Shingo HIRONO

IPC: H04M3/42

CPC classification number: H04M3/42221 ,  H04M3/2281 ,  H04M3/5175

Abstract: An call evaluation device pairs an utterance of the first speaker and an utterance of the second speaker, which are associated with the same screen identification information, to be a question and answer, obtains a totalized value of the number of question and answers for each screen identification information and an utterance time of the second speaker for each question and answer, and generates display information to cause an output device to display the totalized value of the number of question and answers for each screen identification information and the utterance time of the second speaker for each question and answer.

Abstract translation: 呼叫评估装置将与第一扬声器的发音和与相同屏幕识别信息相关联的第二说话者的话语配对成问题和答案，获得每个屏幕的问题和答案数量的累计值 识别信息和每个问题和答案的第二说话者的话语时间，并且产生显示信息，以使输出设备显示每个屏幕识别信息和第二个扬声器的话语时间的问题和答案的总和值 对于每个问题和答案。

公开(公告)号：US20140010360A1

公开(公告)日：2014-01-09

申请号：US14018182

申请日：2013-09-04

Applicant: Fujitsu Limited

Inventor： Naoto KAWASHIMA ,  Naoto MATSUDAIRA ,  Yuusuke TOUNAI ,  Hiroshi YOSHIDA ,  Shingo HIRONO

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/51 ,  H04M2203/401

Abstract: A call management apparatus includes a storage storing a questioner identifier in association with a reference data identifier for a call performed between a questioner and an operator who responds to the questioner, the questioner identifier identifying the questioner and the reference data identifier identifying reference data that are displayed on an operator terminal used by the operator during the call and that are used when the operator responds to the questioner; an identification unit referring to the storage, identifying the questioner identifier and the reference data identifier that are associated with a first call, and identifying a second call that is different from the first call and associated with the same questioner identifier and the same reference data identifier associated with the first call; and an output unit outputting first data related to the first call and second data related to the second call.

Abstract translation: 呼叫管理装置包括存储与询问者和响应于提问者的操作者之间执行的呼叫的参考数据标识符相关联的询问者标识符，识别询问者的询问者标识符和识别参考数据的参考数据标识符 显示在操作员在呼叫期间使用的操作终端，并且当操作者响应询问者时使用; 识别单元参考存储器，识别与第一呼叫相关联的提问者标识符和参考数据标识符，以及识别与第一呼叫不同的第二呼叫并与相同的询问者标识符相关联的相同参考数据标识符 与第一个呼叫相关联; 以及输出单元，输出与第一呼叫相关的第一数据和与第二呼叫有关的第二数据。

公开(公告)号：US20140010359A1

公开(公告)日：2014-01-09

申请号：US14021411

申请日：2013-09-09

Applicant: FUJITSU LIMITED

Inventor： Naoto KAWASHIMA ,  Naoto Matsudaira ,  Yuusuke Tounai ,  Hiroshi Yoshida ,  Shingo Hirono

IPC: H04W4/16

CPC classification number: H04W4/16 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/428 ,  H04M3/48 ,  H04M2203/2088

Abstract: A line connection apparatus is disclosed. To hold a line, on-hook is set to a first terminal of a first person who holds the line to output voice of a second person for whom the line is held from the first terminal. First identification of the first person is recorded by corresponding to second identification of the second person. To set a lock, when the disconnection of the line being held is recognized, a connection condition to lock the line is acquired from the first person, for the first terminal to receive a re-connection request from a same second person who disconnects the line in a hold state. To control a connection in response to the re-connection request by the same second person, the first terminal is controlled to receive the re-connection request based on the first identification corresponding to the second identification indicated by the re-connection request.

Abstract translation: 公开了一种线路连接装置。 为了保持线路，挂机被设置为第一人员的第一个终端，该第一人员持有该线路以从第一终端输出该线路被保持的第二人的语音。 通过对应于第二人的第二识别来记录第一人的第一识别。 为了设置锁定，当识别到被保持的线路的断开时，从第一人员获取用于锁定线路的连接条件，以使第一终端从断开线路的同一第二人接收重新连接请求 处于保持状态。 为了响应于同一第二人的重新连接请求来控制连接，控制第一终端基于与由重新连接请求指示的第二标识相对应的第一标识来接收重新连接请求。