JP2531085B2 - Reception desk - Google Patents

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a reception desk, and more particularly to a reception desk used in a private automatic branch exchange (PBX) having an automatic incoming call distribution (ACD) function.

[0002]

2. Description of the Related Art A conventional reception board will be described with reference to the drawings.

FIG. 3 is a block diagram showing an example of a conventional reception board.

In FIG. 3, a conventional reception board 2a includes a central control unit (CPU) 22a and a line interface 2
1a, a display 23a, a button key 26a including a dial button, a codec 28, and a personal computer 4. The CPU 22a collects state information such as button presses of the button keys 26a, sends display information to the display 23a, exchanges various information with the PBX with the ACD function, and the like, and the entire reception board 2a. Control.

The transmission signal sent from the PBX is separated into control information and a PCM signal by the line interface circuit 21a. The control information is read by the CPU 22a. PC
The M signal is converted into an audible voice signal by the CODEC 28 and sent to the handset (not shown) of the headset 29 used by the operator.

On the contrary, the voice of the operator input to the handset of the headset 29 is PCM by the codec 28.
After being converted into a signal, the line interface circuit 21a
In, it is integrated with the control information sent from the CPU 22a and sent to the PBX.

A PBX with an ACD function uses a plurality of these reception desks 2a, but the operation of the operator of the reception desk 2a is changed from a simple telephone reception operation to a business with added value such as seat reservation or telephone mail-order sales. Also do. In that case, the operator inputs the user information obtained through the reception board 2a from the keyboard 41 of the personal computer 4 and displays it on the display 42.

[0008]

In this conventional reception board, the key input speed to the operator's personal computer is much slower than the spoken speed of the user's voice received, so that the user information key Due to the input, there is a problem that the reception time per user becomes long and the hold time becomes long.

Further, as a result, there is a problem that the number of reception boards must be increased in order to reduce the busy rate of all the reception boards.

[0010]

The reception board of the present invention is a digital information transmitting / receiving means for interfacing with a private branch exchange to transmit / receive digital information including digital voice signals of an operator and an incoming call, and an analog voice signal of the operator. A voice signal conversion means for converting a digital voice signal of the incoming call into an analog voice signal and a voice recognition for recognizing the digital voice signal of the incoming call and converting the voice-recognized voice information into character information. A character conversion means, a display means for visually displaying the character information, and an information input means for correcting and adding the visually displayed character information.

The reception board of the present invention is a headset which interfaces with a private branch exchange to transmit and receive digital information including digital voice signals of an operator and an incoming call, and a headset which is used by the operator and has a transceiver built therein. A codec for converting the analog voice signal of the operator from the headset into a digital voice signal and converting the digital voice signal of the incoming call from the line interface circuit into an analog voice signal and transmitting the analog voice signal to the headset; The voice recognition of the voice data of the word for recognition and the character memory for storing the character data for converting the voice recognized voice into characters, and the voice recognition of the digital voice signal from the line interface circuit by referring to the pattern memory. Performed and the voice information recognized by this voice recognition A voice recognition circuit for converting the character information,
A display that visually displays the character information, a keyboard that includes keys and dial buttons for inputting character correction and character addition of the character information displayed on the display, and the character correction and character information that has been added. It has a storage device for storing and a central control device for controlling the whole.

[0012]

The present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram showing an example of an automatic private branch exchange equipped with an incoming call automatic distribution function to which an embodiment of the present invention is connected, and FIG. 2 is a block diagram showing an embodiment of the present invention.

Incoming call automatic distribution (hereinafter ACD) shown in FIG.
The on-premise automatic electronic exchange (hereinafter PBX) 1 with functions is
A game trunk that interfaces to the public network 3 (hereinafter referred to as TR
K) 13-1, 13-2 and digital line circuits (hereinafter DLC) 12-1, 12 for interfacing with the reception boards 2-1, 2-2 and 2-3 of one embodiment of the present invention.
-2 and 12-3, and TRK 13-1, 13-2 and DL
Time division switch (hereinafter TSW) 11 for connecting between C12-1, 12-2, 12-3, and reception boards 2-1, 2-2,
A storage device (hereinafter referred to as MEM) 15 for storing the states of 2-3, etc.
And a central control unit (hereinafter CP
U) 14 and.

A reception board 2 shown in FIG. 2 is a representative example of the reception boards 2-1, 2-2 and 2-3 shown in FIG.
A line interface circuit 21 for transmitting and receiving digital voice and control signals to and from the LC, a headset 29 used by an operator and containing a handset, and a digital voice from the line interface circuit 21 for encoding analog voice from the headset 29. 28, a pattern memory (hereinafter referred to as PMEM) 25 for storing voice data for voice recognition and character data for converting the recognized voice into a character, and a digital voice from the line interface circuit 21. The voice recognition circuit 24 for performing voice recognition with reference to the PMEM 25 and converting the recognized voice into characters, a display 27 for displaying character information in which the voice is converted into characters, a dial button and characters displayed on the display 27. Key to enter corrections and additions A keyboard 25 for elephants, correction, storage device for storing the added text information or the like (hereinafter MEM)
23 and a central control unit (hereinafter C
PU) 22.

Next, the operation of the receiving board of this embodiment will be described with reference to FIGS.

When the CPU 14 detects an incoming call from the public network 3 via the TRK 13-2, the CPU 14 determines that the reception board 2-
When the status information of the statuses 1, 2, 2 and 2-3 is read from the MEM 15 and it is detected that the reception board 2-2 is empty, the TS for connecting the TRK 13-2 to the DLC 12-2 is detected.
Control W11. As a result, the public network 3 is installed at the reception desk 2-2.
A transmission signal composed of the digital voice signal of the call and the control signal from the CPU 14 is transmitted. The operation of the reception board 2-2 will be described below as the operation of the reception board 2 shown in FIG.

The transmission signal from the DLC 12-2 is separated into a control signal and a digital voice signal by the line interface circuit 21, the control signal is sent to the CPU 22, and the digital voice signal is sent to the codec 28 and the voice recognition circuit 24.
The digital audio signal sent to the codec 28 is decoded into an analog audio signal and sent to the headset 29 used by the operator.

The digital voice signal sent to the voice recognition circuit 24 is voice-recognized by the voice recognition circuit 24 with reference to the PMEM 25 storing the voice data of the word under the control of the CPU 22, and then the PMEM 25. It is converted into a sentence using the character data stored in and displayed on the display 27.

In some cases, the voice of a specific person cannot be recognized or may be erroneously recognized, and in the business that requires high reliability of the received information, the operator always uses headphones while the voice recognition is being executed. The voice of the incoming call is heard by 29, and the character information erroneously recognized on the display 27 is corrected or added.

That is, the operator of the reception board 2 compares the voice information worn by the headphones 29 with the character information displayed on the display 27, and if there is an erroneous recognition or additional character, uses the keyboard 26. The display screen position of the display 27 is designated by the cursor, and the characters are corrected and additional inputs are made by key input.

In this way, the reception board 2 of this embodiment uses the voice recognition circuit 24 to voice-recognize voice information of an incoming call,
In addition, the processing time per incoming call can be shortened as compared with the conventional one by converting the information into text information and automatically displaying it on the display 27, and the keyboard 26
The incoming call information can be accurately displayed on the display 27 by using.

[0023]

As described above, according to the present invention, the digital information transmitting / receiving means for interfacing with the private branch exchange and transmitting / receiving the digital information including the digital voice signals of the operator and the incoming call, and the analog voice signal of the operator are converted into the digital voice signals. In addition, voice recognition / character conversion means for voice-recognizing a digital voice signal of an incoming call and converting the voice-recognized voice information into character information, display means for visually displaying the character information, and correction of the visually displayed character information. In addition, by providing the information input means for performing addition, it is possible to shorten the hold time of the incoming call as compared with the conventional case, and to accurately receive the user information obtained from the incoming call and improve the reliability. it can.

Further, as a result of shortening the hold time of the incoming call, the busy rate of all the reception desks in the private branch exchange can be reduced, and the necessity of adding the reception desks can be eliminated.

[Brief description of drawings]

FIG. 1 is a block diagram showing an example of a private automatic electronic exchange equipped with an incoming call automatic distribution function to which an embodiment of the present invention is connected.

FIG. 2 is a block diagram showing an embodiment of the present invention.

FIG. 3 is a block diagram showing a conventional example.

[Explanation of symbols]

1 Private Branch Electronic Exchange (PBX) 2, 2-1, 2-2, 2-3 Reception Desk 3 Public Network 11 Time Division Switch (TSW) 12-1, 12-2, 12-3 Digital Line Circuit (DLC) 13-1, 13-2 game trunk (TRK) 14 central control unit (CPU) 15 storage device (MEM) 21 line interface circuit 22 central control unit (CPU) 23 storage device (MEM) 24 voice recognition circuit 25 pattern memory ( PMEM) 26 Keyboard 27 Display 28 Codec 29 Headset

Claims (2)

(57) [Claims] 1. Digital information transmitting / receiving means for interfacing with a private branch exchange to transmit / receive digital information including digital voice signals of an operator and an incoming call; and an analog voice signal of the operator into a digital voice signal and a digital voice of the incoming call. A voice signal conversion means for converting a signal into an analog voice signal, a voice recognition / character conversion means for voice-recognizing the digital voice signal of the incoming call and converting the voice-recognized voice information into character information, and the character information visible An acceptance board comprising display means for displaying and information input means for correcting and adding the visually displayed character information. 2. A line interface circuit for interfacing with a private branch exchange to transmit and receive digital information including a digital voice signal of an operator and an incoming call, a headset used by the operator and having a built-in transceiver, and a headset from the headset. A codec for converting the analog voice signal of the operator into a digital voice signal and converting the digital voice signal of the incoming call from the line interface circuit into an analog voice signal and transmitting the analog voice signal to the headset, and voice data of words for voice recognition. A pattern memory for storing character data for converting the voice-recognized voice into a character; and voice recognition of the digital voice signal from the line interface circuit by referring to the pattern memory, and the voice recognition is performed. Voice recognition that converts voice information into text information Knowledge circuit, a display for visually displaying the character information, a keyboard including keys and dial buttons for inputting character correction and character addition of the character information displayed on the display, and the character correction and character addition A storage device for storing character information
A reception board having a central control device for controlling the whole.