-
公开(公告)号：US09288314B2
公开(公告)日：2016-03-15
申请号：US14025193
申请日：2013-09-12
Applicant: FUJITSU LIMITED
Inventor： Naoto Kawashima , Naoto Matsudaira , Yuusuke Tounai , Hiroshi Yoshida , Shingo Hirono
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：US08781101B2
公开(公告)日：2014-07-15
申请号：US14018208
申请日：2013-09-04
Applicant: Fujitsu Limited
Inventor： Naoto Kawashima , Naoto Matsudaira , Yuusuke Tounai , Hiroshi Yoshida , Shingo Hirono
CPC classification number: H04M3/5175 , H04M3/51 , H04M2201/36
Abstract: An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is transmitted to an operator terminal used by an operator in association with an identifier of the operator that serves customers, for each of a plurality of operators, a load degrees storage unit configured to store load degrees of an operator in association with a number of transmission times of browsing information, a determining unit configured to specify a number of transmission times corresponding to a specific one of the identifies of the operators by referring to the browsing times history storage unit, and specify load degrees corresponding to the specified number of transmission times by referring to the load degrees storage unit, and an output unit configured to output the specified load degrees.
Abstract translation: 一种操作员管理装置，包括浏览时历史存储单元，被配置为记录与客户服务有关的浏览信息的数量的发送次数与运营商所使用的操作员终端相关联地连接到为客户服务的运营商的标识符， 多个操作者中的每一个，负载度存储单元，被配置为与浏览信息的发送次数相关联地存储操作者的负载度;确定单元，被配置为指定对应于所述浏览信息的特定的一个的发送次数 通过参照浏览时间历史存储单元来识别操作者，并且通过参考负载度存储单元来指定与指定数量的发送次数相对应的负载度;以及输出单元，被配置为输出指定的负载度。
-
公开(公告)号：US20140010361A1
公开(公告)日：2014-01-09
申请号：US14018208
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 , H04M2201/36
Abstract: An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is transmitted to an operator terminal used by an operator in association with an identifier of the operator that serves customers, for each of a plurality of operators, a load degrees storage unit configured to store load degrees of an operator in association with a number of transmission times of browsing information, a determining unit configured to specify a number of transmission times corresponding to a specific one of the identifies of the operators by referring to the browsing times history storage unit, and specify load degrees corresponding to the specified number of transmission times by referring to the load degrees storage unit, and an output unit configured to output the specified load degrees.
Abstract translation: 一种操作员管理装置，包括浏览时历史存储单元，被配置为记录与客户服务有关的浏览信息的数量的发送次数与运营商所使用的操作员终端相关联地连接到为客户服务的运营商的标识符， 多个操作者中的每一个，负载度存储单元，被配置为与浏览信息的发送次数相关联地存储操作者的负载度;确定单元，被配置为指定对应于所述浏览信息的特定的一个的发送次数 通过参照浏览时间历史存储单元来识别操作者，并且通过参考负载度存储单元来指定与指定数量的发送次数相对应的负载度;以及输出单元，被配置为输出指定的负载度。
-
4.发明授权公开(公告)号：US08908856B2
公开(公告)日：2014-12-09
申请号：US14020194
申请日：2013-09-06
Applicant: Fujitsu Limited
Inventor： Naoto Kawashima , Naoto Matsudaira , Yuusuke Tounai , Hiroshi Yoshida , Shingo Hirono
CPC classification number: H04M3/5175 , G06Q10/00
Abstract: An operator evaluation support device includes a speech recording unit that records speech times of a customer and an operator during a telephone call; a display recording unit that records a display time of a screen on an operator terminal, with screen identification information; a content recording unit that records screen content information with the screen identification information; a providing unit that creates call information indicating the speech times, the display time, and the screen content information, and sends the call information and voice files of speeches of the customer and the operator to an administrator terminal; and a determining unit that receives, from the administrator terminal, a selection of the speech, and when the selected speech is included in a predetermined time from a switching timing of the screen, the determining unit determines, as play speeches, the selected speech and another speech included in the predetermined time.
Abstract translation: 操作员评估支持装置包括：语音记录单元，其在电话呼叫期间记录客户和操作者的语音时间; 显示记录单元，其利用屏幕识别信息记录操作员终端上的屏幕的显示时间; 内容记录单元，其记录具有屏幕识别信息的屏幕内容信息; 创建指示语音时间的呼叫信息，显示时间和屏幕内容信息的提供单元，将客户和运营商的演讲的呼叫信息和语音文件发送到管理员终端; 以及确定单元，从所述管理员终端接收所述语音的选择，并且当从所述屏幕的切换定时将所选择的语音包括在预定时间内时，所述确定单元将播放说话确定为所选择的语音，以及 另一语音包含在预定时间内。
-
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。
-
Patent Agency Ranking
公开(公告)号：US09524732B2
公开(公告)日：2016-12-20
申请号：US14015207
申请日：2013-08-30
Applicant: FUJITSU LIMITED
Inventor： Naoto Kawashima , Naoto Matsudaira , Yuusuke Tounai , Hiroshi Yoshida , Shingo Hirono
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。
-
7.发明申请公开(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。
-
8.发明申请公开(公告)号：US20140010362A1
公开(公告)日：2014-01-09
申请号：US14020194
申请日：2013-09-06
Applicant: FUJITSU LIMITED
Inventor： Naoto Kawashima , Naoto Matsudaira , Yuusuke Tounai , Hiroshi Yoshida , Shingo Hirono
IPC: H04M3/51
CPC classification number: H04M3/5175 , G06Q10/00
Abstract: An operator evaluation support device includes a speech recording unit that records speech times of a customer and an operator during a telephone call; a display recording unit that records a display time of a screen on an operator terminal, with screen identification information; a content recording unit that records screen content information with the screen identification information; a providing unit that creates call information indicating the speech times, the display time, and the screen content information, and sends the call information and voice files of speeches of the customer and the operator to an administrator terminal; and a determining unit that receives, from the administrator terminal, a selection of the speech, and when the selected speech is included in a predetermined time from a switching timing of the screen, the determining unit determines, as play speeches, the selected speech and another speech included in the predetermined time.
Abstract translation: 操作员评估支持装置包括：语音记录单元，其在电话呼叫期间记录客户和操作者的语音时间; 显示记录单元，其利用屏幕识别信息记录操作员终端上的屏幕的显示时间; 内容记录单元，其记录具有屏幕识别信息的屏幕内容信息; 创建指示语音时间的呼叫信息，显示时间和屏幕内容信息的提供单元，将客户和运营商的演讲的呼叫信息和语音文件发送到管理员终端; 以及确定单元，从所述管理员终端接收所述语音的选择，并且当从所述屏幕的切换定时将所选择的语音包括在预定时间内时，所述确定单元将播放说话确定为所选择的语音，以及 另一语音包含在预定时间内。
-
公开(公告)号：US09654947B2
公开(公告)日：2017-05-16
申请号：US14021411
申请日：2013-09-09
Applicant: FUJITSU LIMITED
Inventor： Naoto Kawashima , Naoto Matsudaira , Yuusuke Tounai , Hiroshi Yoshida , Shingo Hirono
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.
-
公开(公告)号：US09178993B2
公开(公告)日：2015-11-03
申请号：US14025167
申请日：2013-09-12
Applicant: FUJITSU LIMITED
Inventor： Naoto Kawashima , Naoto Matsudaira , Yuusuke Tounai , Hiroshi Yoshida , Shingo Hirono
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。
-
-
-
-
-
-
-
-
-
Search Results
12
records
(took 0.015 seconds)
