WO2004075520A1 - System for receiving inquiry by speech - Google Patents

System for receiving inquiry by speech Download PDF

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Publication number
WO2004075520A1
WO2004075520A1 PCT/JP2003/001986 JP0301986W WO2004075520A1 WO 2004075520 A1 WO2004075520 A1 WO 2004075520A1 JP 0301986 W JP0301986 W JP 0301986W WO 2004075520 A1 WO2004075520 A1 WO 2004075520A1
Authority
WO
WIPO (PCT)
Prior art keywords
voice
reception
data
audio
reception desk
Prior art date
Application number
PCT/JP2003/001986
Other languages
French (fr)
Japanese (ja)
Inventor
Hidetada Tanaka
Yasuyuki Sajikawa
Hiroyuki Kadosono
Kensuke Kubo
Akira Hashimoto
Chigusa Miyahara
Kenji Takada
Original Assignee
Fujitsu Limited
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Fujitsu Limited filed Critical Fujitsu Limited
Priority to PCT/JP2003/001986 priority Critical patent/WO2004075520A1/en
Priority to JP2004568497A priority patent/JP4098779B2/en
Publication of WO2004075520A1 publication Critical patent/WO2004075520A1/en
Priority to US11/115,825 priority patent/US20050190910A1/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators

Definitions

  • the present invention relates to a system for receiving an inquiry by voice.
  • reception system As a reception system that accepts inquiries by voice, a system to report to the fire department (phone number: 119) or police station (phone number: 1 to 10), a call center to accept questions from various inquiries, There is a local government network system that accepts questions from residents.
  • the system for accepting reports to fire departments and police is, for example, configured as shown in FIG. That is, an emergency call reception trunk connected to the carrier network (telephone network) and an exchange connected to it are installed, and multiple reception desks are connected to the exchange.
  • each reception desk is notified of the caller's incoming call via the switchboard.
  • a call (voice communication) is performed between the reception desk and the caller.
  • Each reception desk can monitor (monitor) a call at another reception desk or interrupt the call.
  • the command center is connected to the branch office via two dedicated lines.
  • One dedicated line is connected to the exchange and used as a voice line for transmitting voice from the command center (command voice from the reception desk) to the branch office.
  • the other dedicated line is connected via a router to a LAN (Local Area Network) that accommodates each reception desk at the command center, and is used to transmit data system information such as dispatched vehicle data and disaster site locations to branch offices. Used as a data line.
  • LAN Local Area Network
  • each reception desk monitors the call at another reception desk and interrupts the call. And each voice of the receptionist) to another reception desk, and the interruption voice to another reception desk. All of these monitoring functions and interrupt functions are realized by switching equipment.
  • voice transfer processing is performed by an exchange. Therefore, there is no audio delay and high quality.
  • the exchange including the connection terminals to the MDF (Main Distribution Frame)
  • MDF Main Distribution Frame
  • two dedicated lines, a data line and a voice line are used as command lines connecting the command center to the local office.
  • communication costs line usage fees
  • FIG. 11 is a diagram showing an example in which an IP system is applied to a reception system instead of an exchange system.
  • the reception system shown in Fig. 11 uses a Vo IP gateway device connected to the carrier's telephone network instead of the emergency call reception trunk and switchboard reception desk shown in Fig. 10.
  • a PC personal computer
  • a PC for the reception desk is prepared for each reception desk and connected to the VoIP gateway device via LAN.
  • Each reception desk in FIG. 11 can realize functions such as reception (response) of a report, monitoring of a call, and interruption in the same manner as the system shown in FIG. 10.
  • the voice (call voice, monitor voice, interrupt voice) required to realize the above functions is transmitted using Voice over IP (VoIP) technology, and the voice bucket is transferred via LAN. It is realized by doing.
  • VoIP Voice over IP
  • one command line connects the command center and the branch office. For this reason, communication costs (line usage fees) can be reduced.
  • Pc is used as the operation terminal of each reception desk.
  • the components of the system are smaller than those of a system using an exchange. Therefore, the installation space is small.
  • the connection between each device is also the connection between modular connectors. Therefore, no space is required for installing the MDF.
  • Patent Document 1 As a prior art related to the present invention, there is, for example, a telephone line device disclosed in Patent Document 1.
  • Patent Document 1
  • the system configuration shown in Fig. 11 has the following problems.
  • all communications between reception desks (both data and voice) at the command center are performed via LAN.
  • a voice bucket including the call voice is generated at the PC of the other reception desk, and the PC of the reception desk performing monitoring is transmitted to the PC of the reception desk via the LAN. Transferred.
  • a voice packet including an interruption voice is transferred to the PC of the reception desk of the interruption destination.
  • a large number of voice buckets are transmitted on the LAN of the command center. As a result, the traffic on the LAN becomes large and congestion occurs. This can cause packet delays. Since voice communication emphasizes quality, such a possibility must be avoided.
  • An object of the present invention is to provide a voice inquiry reception system that can avoid voice delay.
  • an object of the present invention is to provide a reception system that enables monitoring and interruption of a call in the reception system from a remote place.
  • the present invention employs the following configuration to achieve the above object.
  • the present invention is a system for receiving an inquiry by voice, and a plurality of reception desk devices capable of receiving an inquiry by voice from an inquirer;
  • a voice packet including voice data related to a call between the receiver of the reception console device responding to the inquiry and the requester connected to the plurality of reception console devices via the LAN is transmitted to the reception console device.
  • a Vo IP gateway device transmitting and receiving between the LAN via the LAN,
  • an audio multiplexing HUB device that receives audio data input to each reception console device from each reception console device, performs time division multiplexing, and distributes the data to each reception console device in parallel.
  • audio data input to a reception desk device is distributed to other reception desk devices via a sound multiplexing HUB device instead of a LAN.
  • a sound multiplexing HUB device instead of a LAN.
  • Voice data input to each reception desk device must be packetized.
  • each reception board device includes a control device, a sound mixing / distribution device, a sound output unit, and a sound input unit,
  • the control device gives the voice of the inquirer included in the voice packet received from the Vo IP gateway device to the voice mixing / distribution device, and as the voice to be transmitted to the inquirer. Generating a voice bucket containing the voice received from the voice mixing / distribution device and transmitting the voice bucket to the Vo IP gateway device;
  • the audio mixing / distributing device is
  • At least one of the sound data of the sound of the inquirer and the sound data of another receiving stand device input from the sound multiplexing HUB device is selected.
  • each reception console device can transmit any audio data to the audio multiplex HUB device.
  • each reception desk device can select and output a desired sound from each sound of the plurality of reception desk devices received via the audio multiplex HUB device.
  • a control device of each reception board apparatus controls selection and output processing of voice data in each of the received voice selecting means, the transmitted voice selecting means, and the transfer voice selecting means. Can be applied.
  • the transfer voice selecting means sets the voice data relating to the voice of the inquirer and the voice It is possible to apply a configuration in which voice data of the receiver input from an input unit is selected and controlled so as to be output to the voice multiplex HUB device.
  • the voice relating to the call (conversation) between the inquirer and the receiver is transferred to the voice multiplexing HUB device in response to an incoming call from the inquirer. It can be sent out and forwarded to other reception desk devices.
  • the reception voice selection means receives from the voice multiplexing HUB device.
  • a configuration in which audio data of another reception board device is controlled to be selected and output can be applied.
  • each reception desk device selects and outputs the monitoring sound of the other reception device by the reception sound selection means and outputs the sound from the sound output unit in response to the monitoring instruction. Becomes possible.
  • the present invention provides a control device for each reception desk device, when an interrupt instruction for one of the calls on the other reception desk device is input,
  • the packet including the control data related to the interrupt is transmitted via the LAN:
  • the control device of the other reception board device controls the control data contained in the bucket. Based on the received data, the receiving voice selecting means of the other reception desk device selects the voice data relating to the voice of the inquirer and the voice data of the interruption reception source device received from the voice multiplex HUB device. It is possible to apply a configuration that controls so as to output the data.
  • each reception board apparatus can transmit control data relating to the interrupt to another reception board apparatus via the LAN.
  • each reception board device can select and output the interrupt voice by the received voice selecting means based on the control data relating to the interrupt, and output the voice from the voice output unit.
  • the present invention provides a control device for each reception desk device, when an interrupt instruction for both calls on another reception desk device is input, A bucket containing control data related to the interrupt is transmitted via the LAN, and
  • the control device of the another reception desk device based on the control data included in the packet, the receiving voice selection means of the other reception desk device, voice data relating to the voice of the inquirer, and In addition to controlling to select and output the audio data of the interrupting reception apparatus received from the audio multiplexing HUB apparatus, the transmission audio selecting means of the other reception apparatus can transmit the audio data from the audio input unit. It is possible to apply a configuration in which the input audio data and the audio data of the interrupting reception desk device received from the audio multiplex HUB device are selected and output.
  • each reception console device can transmit control data related to the interrupt to the other reception console devices via the LAN.
  • each reception console device selects and outputs the interrupt voice by the receiving and receiving voice selecting means based on the control data relating to the interrupt, outputs the voice from the voice output unit, and transmits the voice to the inquirer. Can be.
  • the present invention provides a wireless communication system, wherein the LAN is connected to a second LAN accommodating one or more second reception desk devices having a configuration similar to that of the reception desk device via a data line capable of transmitting a packet.
  • the second reception desk device is connected to the audio multiplex HUB device via an analog line; Receiving time-division multiplexed audio data of each reception desk device transmitted through
  • the control device of each of the reception board devices transmits a packet including data relating to the support request to the control device of the second reception board device via the data line,
  • the control device of the second reception board device when a response instruction to the support request is input, the receiving voice selecting means of the second reception board device determines the support request source from the time-division multiplexed data.
  • a configuration in which audio data of the reception console is controlled to be selected and output can be applied.
  • the second reception console device can receive and monitor the sound of each reception console device even if it is installed remotely from the reception console device.
  • the sound of each reception desk device is transmitted to the second reception desk device via the analog line, an increase in the bucket data amount of the LAN is suppressed.
  • the present invention provides a control device of the second reception desk device, wherein the control device of the second reception desk device receives an interrupt instruction for one of the calls at the support destination reception device.
  • a packet including control data related to the interrupt is transmitted through the data line,
  • the audio mixing / distribution device of the second reception board device outputs the audio data of the interrupt audio input to itself, and the audio data of the interrupt audio is transmitted to the audio multiplex HUB device via the analog line.
  • the audio multiplexing HUB apparatus inputs the audio data of the interrupted audio to the reception desk apparatus of the support destination,
  • the control device of the reception desk device of the support destination based on the control data included in the packet, the receiving voice selection means of the reception desk device of the support destination, voice data related to the voice of the inquirer, and It is possible to apply a configuration in which the audio data of the interruption audio received from the audio multiplex HUB device is selected and output.
  • control data relating to the interrupt can be transmitted to the reception desk device at the support destination via a data line.
  • interrupt sound is analog
  • the information can be transferred to the reception desk device of the support destination via the line.
  • the present invention provides the control device of the second reception desk device, wherein the control device of the second reception desk device receives the interrupt instruction for both the calls at the support reception device. Transmitting a bucket containing control data relating to the interrupt via the data line,
  • the audio mixing / distribution device of the second reception board device outputs the audio data of the interrupt audio input thereto, and the audio data of the interrupt audio is transmitted to the audio multiplexing via the analog line.
  • Input to the HUB device, and the voice-multiplexed HUB device inputs the voice data of the interrupted voice to the reception desk device of the support destination,
  • the control device of the reception desk device of the support destination based on the control data included in the bucket, the receiving voice selection means of the reception desk device of the support destination, voice data relating to the voice of the inquirer, and The voice data of the interrupted voice received from the voice multiplexing HUB device is controlled to be selected and output, and the transmission voice selection means of the reception desk device of the support destination receives the voice data input from the voice input unit, And a configuration in which audio data of the interrupt audio received from the audio multiplex HUB device is selected and output.
  • control data relating to the interrupt can be transmitted to the reception desk device at the support destination via a data line.
  • interruption voice can be transferred to the reception desk device of the support destination via an analog line.
  • interrupt voice can be transmitted to both the inquirer and the receiver.
  • the present invention provides a wireless communication system, wherein the LAN is connected to a second LAN accommodating one or more second reception desk devices having a configuration similar to that of the reception desk device via a data line capable of transmitting a packet.
  • the control device of each of the reception board devices transmits a bucket including data related to the support request to the control device of the second reception board device via the data line.
  • a voice bucket including the voice to be monitored is sent to the second reception console device, and Transfer through the line,
  • the second reception desk apparatus When the second reception desk apparatus responds to the support request, the second reception desk apparatus transmits the monitoring target voice included in the audio bucket received from the support request source reception desk apparatus to the second reception desk apparatus. It is possible to apply a configuration for outputting from the audio output unit included in the.
  • the second reception console device can receive and monitor the sound of each reception console device even if it is installed remotely from the reception console device.
  • the monitoring voice is transferred to the second reception console using a data line including LAN.
  • the line connecting each reception desk apparatus and the second reception desk apparatus can be constituted only by the data system line including LAN (it is not necessary to prepare a separate line for voice).
  • the present invention provides the control device of the receiving stand device of the support destination when the second reception desk device receives an interrupt instruction for one of the calls at the reception desk device of the support destination.
  • a packet including the control data related to the interrupt is transmitted via the above-mentioned data line, and the voice packet including the interrupt voice input from the voice input unit included in the second reception console device is transmitted. Transmitting to the control device of the reception desk device of the support destination via the data system line,
  • reception desk device of the support destination outputs an interrupt voice included in the voice bucket from a voice output unit based on the control data related to the interrupt.
  • the present invention provides the control device of the receiving stand device of the support destination when the second receiving stand device receives an interrupt instruction for both the call at the receiving base device of the support destination.
  • a packet including control data related to the interrupt is transmitted via the data line, and a voice packet including an interrupt voice input from a voice input unit included in the second reception console device is transmitted. Transmitting to the support table at the support destination via the data line,
  • the reception desk device of the support destination outputs an interrupt voice included in the voice packet from a voice output unit based on the control data related to the interrupt, and directs the interrupt voice to an inquirer. You can apply the configuration to send Monkey
  • the present invention provides a second transmission voice selection device, wherein the voice mixing / distribution device of the reception desk device of the support destination can select and output voice data relating to the voice of the inquirer and voice data of the receiver. Further means,
  • the second transmission voice selecting means When the control device of the reception desk device of the support destination receives a response to the support request from the second reception desk device, the second transmission voice selecting means outputs the voice data of the inquirer and the voice of the reception person. In addition to controlling to select and output the data, a voice bucket including the voice of the inquirer and / or the voice of the receiver received from the voice mixing / distribution device is generated and transmitted to the second reception console device. Send, configuration can be applied.
  • the audio mixing / distribution device of the reception desk device of the support destination receives the sound data of the interrupt sound included in the voice packet from the second reception desk device, and A second received voice selecting means capable of selecting and outputting voice data of the embedded voice,
  • the second receiving voice selecting unit determines the interrupt based on the control data related to the interrupt.
  • a configuration can be applied in which control is performed such that the voice data of the embedded voice is selected and output to the voice output unit.
  • the audio mixing / distribution device of the reception desk device of the support destination receives the sound data of the interrupt sound included in the voice packet from the second reception desk device, and A second received voice selecting means capable of selecting and outputting voice data of the embedded voice,
  • the second receiving voice selecting unit determines the interrupt based on the control data related to the interrupt. Control so that the voice data of the interrupted voice is selected and output to the voice output unit, and that the transmission voice selecting means selects and outputs the voice data of the interrupt voice input to itself.
  • FIG. 1 is a diagram showing a configuration example of a reception system according to the first embodiment of the present invention
  • FIG. 2 is a diagram showing a configuration example of the reception board apparatus shown in FIG.
  • FIG. 3 is a diagram showing a display example of an LCD (reception operation unit) of the reception board device shown in FIG. 1;
  • F i 2 4 is an ig functional illustration of sound multiplex HU B apparatus shown in 1 (Thailand Mi ring chart).
  • 5A, 5B, 5C, 5D, and 5E are explanatory diagrams showing examples of the mixing control method of the audio mixing / distribution device shown in FIG. 1;
  • FIG. 6 is a diagram showing an example of a system configuration according to the second embodiment
  • FIG. 7 is a diagram showing a configuration example of a voice multiplexing HUB device in the second embodiment
  • FIG. 8 is a diagram showing a system configuration example of the third embodiment.
  • FIG. 9 is a diagram showing a configuration example of a reception board device according to the third embodiment.
  • FIG. 10 is an explanatory diagram of a conventional technique;
  • FIG. 11 is an explanatory diagram of the related art. BEST MODE FOR CARRYING OUT THE INVENTION
  • the embodiment of the present invention adds the following mechanism to solve the conventional problems.
  • Call voice (VoIP) and control data (TDM mixing point settings and carrier network call connection data) via the telephone office (carrier) are transmitted to the advanced application service (Z-incoming response).
  • a mechanism to communicate via LAN is added so that recall / transfer / hold call recording / playback can be provided.
  • FIG. 1 is a diagram illustrating a configuration example of a reception system according to the first embodiment.
  • Fig. 1 shows a reception system installed at a command center that receives emergency calls from fire and police, etc. via the telephone network (carrier network) from outside.
  • the operator at each reception desk can receive (respond to) the report from the reporter as the recipient.
  • the operator at each reception desk can monitor the call at the other reception desk or interrupt the call.
  • An operator at one reception desk interrupts only the reception side when the call between the caller and the receptionist at another reception desk is called “handler interruption (receptionist interruption)”. There is “both interruption” that interrupts both the caller and the recipient.
  • the operator at each reception desk can notify the branch office connected to the command center via a data line with instructions based on telephone calls.
  • the branch office has a dedicated circuit with a router 12 connected to LAN 11 of the command center. Router 14 connected via line (data, voice Vo IP integration) 13, PC 15 for branch office connected to router 14, LCD connected to PC 15 for branch office (Reception operation Section 16), an amplifier 17 connected to the PC 15 of the branch office, and a speaker 18 connected to the amplifier 17.
  • the PC 15 receives the voice packet including the voice from the command center via the router 14, and the voice included in the voice packet is amplified by the amplifier 17 and switched. Output from peaker 18. In this way, the branch office staff can hear instructions from the command center.
  • the reception system at the command center consists of a Vo IP gateway device (also referred to as “Vo IP_GW”) 10 connected to the carrier's telephone network and a reception device 20 prepared for each reception device. 20 # l to 20 # n) and a voice multiplexing HUB device (TDM) 30.
  • Vo IP_GW Vo IP gateway device
  • TDM voice multiplexing HUB device
  • Each reception board device 20 has the same configuration.
  • Each reception desk device 20 is a computer for a reception desk (PC for reception desk) 2 1 (hereinafter referred to as a PC for a reception desk) as a control device connected to the VoIP gateway device 10 via the LAN 11. (Referred to as “PC 21” below), a liquid crystal display (LCD) 22 connected to PC 21 and functioning as a reception operation unit, and connected to PC 21 and audio multiplexing hub device 30.
  • An audio mixing / distribution device 23 and a presto (headset) 24 connected to the audio mixing / distribution device 30 are provided.
  • Breast 24 is a handset that the receiver (operator of the reception desk) wears on the head to talk with the caller (inquirer).
  • the bracelet 24 has a receiving part (speaker: voice output part) 24 A arranged in the ear part and a transmitting part (microphone: voice input part) 24 B arranged in the mouth part. ing.
  • the sound mixing / distributing device 23 receives the sound from the breast 24 (the sound of the receiver, etc.) and the sound from the sound multiplexing HUB device 30 (the other receiving board) based on the control information from the PC 21. And the sound from the PC 21 (the caller's voice) is mixed and distributed. That is, the sound mixing / distribution device 23 outputs the sound of the notifier (VoIP-GW10) to the receiver. At this time, the caller The sound is transmitted via the sound card (PC 21 built-in: Fig. 2) ⁇ sound mixing distribution device 23 ⁇ prest 24. In addition, the sound mixing / distribution device 23 outputs the voice of the receiver to the caller. At this time, the voice of the receptionist is transmitted through the route of the breast 24 ⁇ the sound mixing / distribution device 23 ⁇ the sound card built into the PC for the reception desk ⁇ Vo IP gateway device 10.
  • the audio multiplexing hub device 30 receives the audio data from the audio mixing / distribution device 23 of each reception desk, respectively, and prepares at least n (for all reception desks) time slots (for example, reception desks). One channel (channel) is prepared for each unit), and time-division multiplexing (TDM) of audio data from all reception units. Further, the audio multiplexing hub device 30 outputs the time-division multiplexed audio data to the audio mixing / distribution devices 23 of all reception boards in parallel.
  • the PC 21 and the LCD 22 control the call voice communicated by VoIP (notifier-recipient) and the voice data for addition which is voice-added by the voice mixing / distribution device 23.
  • the PC 21 and the LCD 22 can receive, answer, recall, and disconnect from the 119 (fire department) and 110 (police station), which are controlled and communicated by TCP / IP. It also has a function to control the display of the operation information notification button.
  • the V o IP gateway device 10 connects the carrier network (telephone network) with the interface device of the PC 21 for the reception desk, and connects to the emergency call line (number 119/110, etc.) of the carrier network. Detects incoming calls and notifies all PCs 21 via LAN 11 1.
  • the V o IP gateway device 10 has a function of recalling (redialing) each reception desk (a function of making a ringer call from the reception desk when a carrier subscriber (reporter) disconnects). It has a function to send a recall Z disconnect signal to the carrier's emergency call line by the / recovery operation. Also,
  • the Vo IP gateway device 10 receives a voice signal or voice data relating to voice from the caller, generates a voice bucket including the voice, and sends the voice packet to a specific reception desk via the LAN 11.
  • Transfer function converts voice packets received from LAN 11 into voice data or voice signals and sends them to the caller It has a function to
  • FIG. 2 is a diagram showing a detailed configuration example of the reception console device 20 shown in FIG. As shown in FIG. 2, the PC 21 has a LAN interface containing the LAN 11 to which the Vo IP gateway device 10 is connected, and an interface for connecting to the LCD 22. Interface.
  • the PC 21 has a processor such as a CPU, a main storage device, an auxiliary storage device, and the like.
  • the processor executes various programs stored in the auxiliary storage device to control a call from a caller via the V IP-GW 10 and to establish a connection with the V IP-GW 10. This implements the function of transmitting and receiving voice packets via LAN.
  • the PC 21 converts the audio data included in the audio packet from the LAN 11 into an audio signal (analog) and outputs the audio signal, or converts an externally input audio signal (analog) into an audio signal. It has a sound card 21 A for converting it to data. Thus, PC 21 functions as a Vo IP terminal (IP telephone terminal).
  • the LCD 22 is configured as a touch panel having a plurality of buttons.
  • the user interface as shown in FIG. 3 for realizing functions such as call control, call monitoring, and interrupts. To achieve.
  • the LCD 22 is a user interface, a monitor button prepared for each reception desk (command desk), a “handler interrupt” button, and “ An "interrupt” button and a plurality of line buttons for an emergency number (number 119 in this example) are provided.
  • the LCD 22 is provided with a “Rescue Request” button, a “Remote Rescue Request” button, a “Receive No. 9” button, a “Recall No.” button, and a “Disconnect” Button.
  • Each button is configured to indicate a state related to a function assigned to each button by lighting, blinking, turning off, a display color, or the like. The function of each button is as follows.
  • Each monitor button is a group of buttons for performing a monitor operation of a call on another reception board.
  • Each monitor button turns off and is “unused” (not monitored). Show. While blinking (120 INT), it indicates that the reception desk corresponding to that button is requesting rescue ("requesting rescue").
  • the button is pressed while the light is blinking, the light is turned on continuously indicating "monitoring”.
  • the monitor is released (unused) and returns to the light-off state.
  • the handler interrupt button is a button for interrupting the call reception side of another reception desk.
  • the operator interrupt button indicates “unused” in the unlit state.
  • the state changes to the continuous lighting state. This continuous lighting state indicates “operator interrupting”.
  • the button is pressed while “operator interrupt is in progress”, “operator interrupt is released” and the state is turned off.
  • the two-way interrupt button is a button for interrupting both sides of a call at another reception desk. Both interrupt buttons indicate “unused” when turned off.
  • the button When the button is pressed in “monitoring”, the state changes to the continuous lighting state. This continuous lighting state indicates “both interrupts”.
  • the button When the button is pressed in “both interrupts”, “both interrupts are released”, and the state transits to the unlit state.
  • This button is used to perform an operation for an incoming emergency call (No. 119) to this button.
  • the button is turned off and indicates "vacant (not received).”
  • the red flashing button or the 119th accept button is pressed, the incoming call is answered.
  • the disconnect button is pressed in the red continuous lighting state, the state changes to "disconnect” and the state changes to the unlit state, and the button is lit in yellow. Indicates that a call is in progress at another reception desk.
  • the rescue request button is used to request rescue (support) from another reception desk in the command center. Indicates “unused” when turned off.
  • the button When the button is pressed in the unlit state, the state transits to the lit state.
  • the lit status indicates “rescue request”. While the rescue request button is lit at a certain reception board, the monitor button corresponding to the reception board on the LCD of another reception board blinks. In addition, other reception desks Turns off automatically when a rescue request is received.
  • the remote rescue button is used when requesting rescue (support) from another reception desk located remotely (outside the command center).
  • the remote rescue button indicates “unused” when turned off.
  • the button is pressed in the unlit state, the button is turned on.
  • the lit status indicates “Rescue requested”.
  • the monitor button corresponding to the reception desk at the remote reception request destination LCD at another reception desk blinks. It turns off automatically when another reception desk accepts the rescue request.
  • the 119th acceptance button is a button for responding (accepting) an incoming call. Indicates “unused” when turned off.
  • the blinking state (1 2 O INT) indicates that a notification has arrived on the line corresponding to the blinking line button.
  • the lit state indicates "in a call”. Note that if the disconnect button is pressed in the lit state, the state changes to the unlit state.
  • the recall button is used when the caller calls the reporter.
  • the recall button indicates “unused” when turned off. When the call is disconnected before the caller and the button is pressed, a call is made to the caller and the caller can be called.
  • the recall button lights only while the button is pressed, and turns off when the button stops being pressed.
  • the disconnect button is used to disconnect the call.
  • the disconnect button is pressed in “during a call”, the call with the caller is disconnected from the callee.
  • the PC 21 (processor) is connected to a microcomputer (processing unit: control means) 48 of the audio mixing / distribution device 23 via an interface. Also, the input section and the output section of the audio signal of the sound card 21A are connected to the audio mixing / distributing device 23 via an interface.
  • the audio mixing / distribution device 23 is connected to an A / D converter (PCM codec) 41 and an A / D converter 41 connected to the audio output unit of the sound card 21 A via an interface.
  • PCM codec A / D converter
  • PCM codec A / D conversion section
  • the / 0 conversion section 43 is connected via a 24 are connected to 24 A receiver.
  • the A / D converter 41 converts an audio signal (analog) from the sound card 21A into PCM (Pulse Code Modulation) data (also referred to as "audio data").
  • the reception voice addition unit 42 performs an addition process (selection and output) on the voice data input from the A / D conversion unit 41 and the voice data input from the voice multiplexing hub device 30.
  • the A / D conversion section 43 converts the voice data from the reception voice addition section 42 into a voice signal (analog) and outputs it to the reception section 24A.
  • the voice from the PC 21 (Vo IP -GW 10) (voice of the caller) is output from the receiver 24A through the above-described units. Further, the receiver 24A can also output the sound from the sound multiplexing hub device 30 added by the received sound adder 42 (monitor or interrupt sound from another reception board).
  • the audio mixing / distribution device 23 includes an A / D conversion unit (PCM codec) 44 connected to the transmission unit 24 B of the brace 24 via an interface, and an A / D converter.
  • a transmission voice addition unit 45 (transmission voice selection means) connected to the D conversion unit 44 and an A / D conversion unit (PCM codec) 46 connected to the transmission voice addition unit 45
  • the A / D conversion section 46 is connected to the sound input section of the sound card 21A via an interface.
  • the A / D converter 44 converts the voice signal (analog) input from the transmitter 24B into PCM data (voice data).
  • the transmission voice addition unit 45 performs an addition process (selection and output) on the voice data input from the A / D conversion unit 44 and the voice data input from the voice multiplexing hub device 30.
  • the / 0 conversion section 46 converts the PCM data from the transmission voice addition section 45 into a voice signal (analog) and outputs the voice signal to the voice input section of the sound card 21A.
  • the voice (receptionist's voice) input from the transmitting section 24 B is input to the sound card 21 A through the above-described sections and transmitted to the PC 21.
  • a voice packet including the voice is generated, and transmitted to VoIP-GW 10 via LAN 11.
  • the V o IP-GW 10 converts the voice bucket into voice data and sends it to the carrier network. In this way, the voice of the receptionist is transmitted to the caller.
  • the transmission voice addition unit 45 adds the PCM signal (interruption voice from another reception desk) from the voice multiplex HUB device 30, this interruption voice is also similar to the voice of the receiver. It is communicated to the caller.
  • the audio mixing / distribution device 23 includes a HUB audio addition unit 47 (transfer audio selection means) to which PCM signals from the A / D conversion unit 41 and the A / D conversion unit 44 are input.
  • the HU B audio addition unit 47 performs the audio multiplexing HU on the PCM signal (audio data) input from each of the A / D conversion unit 41 and the A / D conversion unit 44 in the input order as it is (drip-off).
  • the audio multiplexing hub device 30 is connected to the audio mixing / distribution device 23 of each reception board via an interface.
  • the audio multiplexing hub device 30 receives the audio data (PCM signal) output from each audio mixing / distributing device 23 and performs time division multiplexing with the audio multiplexing unit 31 and time multiplexing.
  • a distribution unit 32 for distributing and transmitting audio data (hereinafter, also referred to as “TDM data”) to each audio mixing / distribution device 23 is provided.
  • FIG. 4 is an explanatory diagram of functions of the voice multiplexing hub device 30.
  • the audio multiplexing hub device 30 has at least a channel (time slot (TS)) for each reception desk device (for all reception desks) accommodated by itself.
  • the audio multiplexing unit 31 stores the audio data input from the audio mixing / distributing device 23 of each reception desk in a time slot (channel) assigned to each reception desk. In this way, the audio multiplexing unit 31 time-division multiplexes the audio data from each reception desk.
  • the distribution unit 32 outputs the time-division multiplexed audio data (TDM data) to all reception boards in parallel.
  • TDM data time-division multiplexed audio data
  • the TDM data (voice data of each reception board) distributed to each reception board is input to the reception voice addition section 42 and the transmission voice addition section 45 as described above.
  • the audio multiplexing hub device 30 time-division multiplexes the audio data of all the reception boards and gives the data to each reception board apparatus 20 in parallel.
  • the audio data (monitor or interrupt audio data) from the other reception desks is given to each reception desk apparatus 20 (the sound mixing / distribution apparatus 23 3) with almost no delay.
  • the sound for monitoring and interruption can be output from the breast 24 without delay. .
  • the micro computer 48 of the audio mixing / distribution device 23 is connected to the receiving voice adding unit 42, the transmitting voice adding unit 45, and the HUB voice adding unit 47 via the control bus. ing. According to the instructions (control information) from the PC 21, the micro computer 48 sends the caller's voice data, the receiver's voice data, and the voice multiplex HU in the receiving voice adding section 42 and the transmitting voice adding section 45. Controls the addition process (selection and output) for the audio data from B device 30. Further, the microcomputer 48 controls the addition processing (sending processing of audio data to the audio multiplexing HUB device 30) in the HUB audio addition section 47 in accordance with an instruction (control information) from the PC 21. .
  • the PC 21 for each reception board supplies the control data of the audio mixing / distribution device 23 generated according to the operation content of the LCD 22 to the micro computer 48.
  • the microcomputer 48 controls the adding process according to the control information.
  • the audio mixing / distribution device 23 has, for example, a flag management table for addition control as shown in FIG. 5A.
  • the flag of the receiver for the HUB voice addition unit 47 is on, and the flag of the reporter is off.
  • the HUB audio addition unit 47 of the reception desk # 1 adds the audio data from the transmission unit 24B (A / D conversion unit 44) (outputs to the audio-multiplexed HUB device 30).
  • the audio data from the sound card 21 A (A / D converter 41) is not added (the audio data is not output to the audio multiplexing hub device 30).
  • the reporter flag for the transmission voice addition unit 45 is turned off in the small table of the reception desk # 1, and the reporter flag for the reception voice addition unit 42 is set. Is turned off. This means that the received voice adding unit 42 does not add the voice from the caller (sound card 21A) (does not output it to the receiving unit 24A), and the transmitted voice adding unit 45 Does not add the voice from the receiver (transmitter 24B) (does not output to sound card 21A).
  • the flags of the reception desks for the reception voice addition section 42 and the transmission voice addition section 45 are all off. This indicates that the received voice addition unit 42 and the transmission voice addition unit 45 of the reception desk # 1 do not add the voice data (interrupted voice) from the voice multiplexing hub device 30. .
  • each PC 21 uses the control information (also referred to as “additional information”) relating to the on / off of the flag of the caller and the receiver as control data as micro data.
  • control information also referred to as “additional information”
  • each PC 21 receives a control packet (including control data relating to an interrupt) based on the operation of the LCD 22 on the transmission side via the LAN, and receives control information (including control data) included in the control packet. Addition information) to the microcomputer 48. Then, the microphone computer 48 controls on / off of the flag in accordance with the control information received from the PC 21, that is, the addition process by each of the adders 42, 45, and 47. Control.
  • the above-described flag on / off control can be configured to be performed by the microcomputer 48.
  • the microcomputer 48 notifies control information to each of the adders 42, 45, and 47, and controls the adder 42, 45, and 47 so that each of the adders 42, 45, and 47 has a state as shown in the small table. It may be configured to perform addition processing.
  • each reception board device 20 can be configured to have a flag management table for all the reception boards described above. Alternatively, it may be configured to have only a small table corresponding to itself. However, in the present invention, it is not an essential requirement to have the flag management template as described above, and the addition control and processing as shown in the flag management table are performed by the PC 21 and the voice mixing of each reception desk. What is necessary is just to be configured to be executed by the / distribution device 23.
  • each reception desk device 20 has the following functions.
  • the transmission voice addition unit 45 of the voice mixing / distribution device 23 transmits the transmission voice of the receiver (voice from the transmission unit 24 B) and the multiplexed call content of the other reception desk ( Adds the audio from the audio multiplexing HUB device 30) and outputs it to the caller side (sound card 21A of PC 21).
  • the received voice addition unit 42 of the voice mixing / distribution device 23 receives the voice from the caller (the sound card 21A of the PC 21) and the multiplexed call content of the other receiver. (Voice from the multiplex HUB device 30) and output to the receiver (receiver 24A).
  • the HUB audio adder 47 of the audio mixing / distribution device 23 sends the receiver's transmitted voice (voice from the transmitter 24B) and the caller's side (the sound card 2 of the PC 21). 1 A) The addition processing is performed on the sound, and the result is output to the sound multiplexing HUB device 30.
  • the PC 21 transmits and receives both interrupt information from other reception desks via the LAN, and the microcomputer 48 built in the sound mixing / distribution device 23 of the reception desk on the receiving side.
  • the transmission voice adding section 45 is controlled based on the both interrupt information.
  • the reception desk PC 21 transmits / receives both interruption information from another reception desk or receptionist interruption information (interruption information only to the receptionist) via the LAN,
  • a micro computer 48 incorporated in the sound mixing / distributing device 23 of the reception board controls the received voice adding unit 42 based on the interrupt information as a control means.
  • the micro computer 48 of the audio mixing / distribution device 23 controls the HUB audio addition unit 47 based on control information from the reception PC 21 as control means. Control.
  • the voice multiplexing hub device 30 transmits the voice (or call voice) of each reception desk to the data (each voice) received from the voice mixing / distribution device 23.
  • Reception desk 1ch is time-division multiplexed.
  • the audio multiplexing hub device 30 transmits TDM data obtained by time-division multiplexing the audio data of n reception units to all reception units. Output in parallel (parallel) to the audio mixing and distribution device.
  • an emergency call from the caller to the fire department (emergency telephone number: 119) will be described.
  • the reception desk # 1 responds to the call will be described. The same operation is performed when a response is made at another reception desk.
  • the state of the audio mixing / distribution device 23 of the reception desk # 1 is in an empty state as shown in FIG. 5A before answering the incoming call from the caller.
  • control information corresponding to the operation is provided from the PC 21 to the micro-computer 48. Then, based on the control information, the microcomputer 48 sends the reception party's flag to the transmission voice addition section 45 of the reception desk # 1 and reports to the reception voice addition section 42 and the HUB voice addition section 47. Switch on each flag (see FIG. 5B).
  • the transmission voice adding unit 45 is in a state of adding (selecting and outputting) only the voice data of the receiver according to the setting of the flag.
  • the receiving voice adding unit 42 is in a state of adding (selecting and outputting) only the voice data of the caller. Therefore, when a voice packet containing the voice of the caller is received from PC 21 of reception desk # 1 from VoIP gateway device 10 via LAN 11, the voice of the caller is transmitted to the PC; Input from 2 1 to the audio mixing / distribution device 2 3 It is output from the receiver 24A of the receiver 24.
  • the receiver's voice input to the transmission section 24 B of the bracelet 24 is input to the PC 21 via the voice mixing / distribution device 23, and the voice bucket generated by the PC 21 is converted to the voice bucket. It is transmitted to the IP gateway device 10 via the LAN 11 and transmitted to the caller. In this way, a call (voice communication) is made between the caller and the caller at reception desk # 1 (FIG, 1; see ⁇ E1>).
  • the HUB audio addition unit 47 is in a state of transmitting the voice data of the caller to the audio multiplex HUB device 30. That is, the voices of the receiver and the caller are added (mixed) and output to the voice multiplexing HUB device 30 so that the call monitor of the receiver # 1 can be started at any other reception desk at any time.
  • the flag of the receiver for the HUB audio multiplexing unit 47 is always set to ON (even if it is empty).
  • the voice of the receiver (the voice from the transmitting section 24B) is always transmitted to the voice multiplexing hub device 30.
  • the audio multiplexing hub device 30 outputs TDM data obtained by time-division multiplexing the audio data of each reception desk to all reception desks in parallel. As a result, the call voice of the reception desk # 1 (the voice of the caller and the receptionist) is distributed to other reception desks.
  • the call at the reception desk # 1 described above is performed by, for example,
  • the receptionist at reception desk # 1 presses the rescue request button on LCD22. Then, a packet including the rescue request as control data is broadcast from PC 21 of reception desk # 1 to PC 21 of another reception desk from LAN 11.
  • the PC 21 of each other reception desk blinks the corresponding monitor button of the LCD 22 (here, the monitor button of reception desk # 1) on the basis of the rescue request included in the packet. This allows the operator at the other reception desk to know that the operator at reception desk # 1 is seeking assistance.
  • the microcomputer 48 receives the reception desk based on the control information.
  • the received voice addition unit 42 of the voice mixing / distribution device 23 of the reception desk # 2 receives the voice multiplex H Among the TDM data received from the UB device 30, the audio data of the channel corresponding to the reception desk # 1 is added and output to the breast 24. In this way, the operator at reception desk # 2 can monitor the call at reception desk # 1 (see Fig. 1; ⁇ E2>).
  • the monitor is configured to be triggered by a rescue request.
  • each reception desk can be configured to be able to monitor the other party's call even if there is no rescue request.
  • the operator of the reception desk # 2 presses the "handler interrupt” button of the LCD22 when performing "handler interrupt” for the call. Then, an operation signal is given from the LCD 22 to the PC 21, and the PC 21 generates a control packet including the operator interrupt information as control data, and transmits the control packet to the reception desk # 1 via the LAN. Send to PC 21.
  • the PC 21 of the reception desk # 1 When the PC 21 of the reception desk # 1 receives the operator interrupt information, the PC 21 of the voice mixing / distribution device 23 sends the handler interruption notification of the reception desk # 2 as control information to the micro computer 48. Give.
  • the audio mixing / distributing device 23 of the reception desk # 1 receives the reception desk # based on the operator interruption notification (control information) as shown in FIG. 5D.
  • the reception table # 2 flag for the reception voice addition section 42 in the small table 1 is turned on.
  • the reception voice adding unit 42 of reception desk # 1 adds the voice data of the channel of reception desk # 2 out of the TDM data received from the voice multiplexing HUB device 30 and adds Output.
  • reception desk # 2 can make a call at reception desk # 1.
  • receptionist only the receptionist (handler) can interrupt. That is, the interruption voice from reception desk # 2 can be transmitted only to the receptionist at reception desk # 1.
  • the receptionist at reception desk # 1 can also hear the voice of the caller.
  • the HUB audio addition section 47 of the reception desk # 1 adds only the transmission from the presto 24 and outputs it to the audio multiplex HUB apparatus 30 so that the call interruption can be performed at any time. .
  • Operation Example 3 The operation in Operation Example 3 is performed in the same manner even when the reception desk performs an interrupt except for reception desk # 2.
  • the PC 21 of the reception desk # 1 gives the both-end notification of the reception desk # 2 as the control information to the audio mixing / distribution device 23 of the reception desk # 1. Then, as shown in FIG. 5E, the micro computer 48 of the audio mixing / distribution device 23 of the reception desk # 1 sends the transmission voice addition section in the small table of the reception desk # 1 according to the control information as shown in FIG. 5E. 4 5 ⁇ Turn on the flag of reception desk # 2 for each of the reception voice addition units 4 2.
  • reception voice adding section 42 of reception desk # 1 adds the voice data of the channel of reception desk # 2 among the TDM data received from voice multiplexing HUB apparatus 30 and adds the signal to the broadcast 2 Output to 4 Therefore, from the receiver 24 A of the bracelet 24 of the receiver # 1, the voice of the caller and the reception The interruption voice of the operator of the # 2 is output.
  • the transmission voice adding unit 45 of the reception desk # 1 adds the voice data of the channel of the reception desk # 2 among the TDM data received from the voice multiplexing HUB device 30 and notifies the caller Side (sound card # 1 1A at reception desk # 1). This allows the caller to hear the voice of the receptionist at reception desk # 1 and the interruption voice of the operator at reception desk # 2.
  • the operator of the corresponding reception desk operates the LCD 22 of the reception desk by the predetermined operation (disconnection) described above. Operation, monitor release operation, interrupt release operation). Then, the addition information corresponding to the predetermined operation is provided from the PC 21 to the micro computer 48, and the micro computer 48 switches the corresponding flag from on to off. As a result, the addition process performed by the corresponding adder when the flag is turned on is stopped.
  • the receptionist at reception desk # 1 can transmit a command to the branch office via LAN11 and a dedicated line.
  • the reception system includes a plurality of reception desk devices.
  • the voice monitoring voice and the voice data of the interrupt voice are transmitted to the voice multiplexing hub device (TDM) 30, and the voice multiplexing hub device is transmitted.
  • TDM voice multiplexing hub device
  • control data related to monitoring and interrupts is transmitted between reception desk devices via a LAN that connects each reception desk device for transmitting voice packets related to a call to the V o IP gateway device 10. Sent and received.
  • the audio data for monitoring and interruption is distributed to other reception board devices 20 without being subjected to VoIP processing (compression encoding and packetization). Therefore, it is possible to avoid voice delay and fluctuation due to VoIP processing. As a result, it is possible to eliminate the difficulty of hearing at the adjacent reception desk due to the fact that the live sound uttered by the operator at one reception desk is delayed at the other reception desk from the breast 24.
  • reception system has the following advantages.
  • the report receiving system does not use an exchange. For this reason, the cost of the equipment required for building the system can be reduced. Also, unlike the prior art as shown in FIG. 10, the command line connecting the command center and each branch office can be constituted by one line in which the voice system and the control data system are integrated. Therefore, the communication cost of the line can be reduced.
  • the report receiving system 'according to the first embodiment does not use an exchange. This makes the system compact. Further, the VolP gateway device 10 and each PC 21 can be configured by a modular connection via a LAN cable. Therefore, since the MDF is not required, the storage space for the MDF can be reduced.
  • the report receiving system according to the first embodiment is configured as the above-described IP system that does not use the exchange. Even with such a configuration, it is possible to avoid the adverse effects due to the above-described audio delay. Also, as described later, Remote logistics support is also possible.
  • FIG. 6 is a system configuration diagram showing the second embodiment.
  • FIG. 6 shows a reception system including a local call center (only one is shown in FIG. 6) and a remote advice center.
  • the configuration of the call center has the same configuration as that of the command center shown in FIG.
  • the call center is composed of a VoIP gateway device 10 connected to a carrier network (telephone network) and a plurality of (n) reception desk devices 20 (FIG. 6 has two reception desks).
  • Device 20 and a voice multiplexing hub device 30.
  • Each reception board device 20 has a PC 21 connected to the VoIP gateway device 10 via the LAN 11 in the call center, and an LCD 22 and audio connected to the PC 21. It includes a mixing / distributing device 23 and a breast 24 connected to the audio mixing / distributing device 23.
  • Each audio mixing / distribution device 23 is connected to an audio multiplexing hub device 30.
  • the remote advice center has a configuration similar to that of the call center except that the VoIP gateway device 10 is not provided. That is, it includes one or more reception board devices 2OA connected via the LAN 111 in the advice center, and a voice multiplex HUB device 3OA.
  • the reception desk device 20 A is, like the reception desk device 20, a PC 21 A connected to the LAN 111, an LCD 22 A connected to the PC 21 A, and an audio mixing / distribution device 2.
  • the audio mixing / distribution device 23A is connected to the audio mixing / distribution device 23A.
  • the audio mixing / distribution device 23A is connected to the audio multiplexing hub device 30A.
  • the functions of the receiving board devices 20 and 20A in FIG. 6 are almost the same as those of the receiving board device 20 shown in FIG. 1, and therefore, detailed description is omitted. However, the system shown in Fig. 6 differs from the system shown in Fig. 1 in the following points.
  • the LAN 11 at the call center and the Each of the routers 11 and 11 accommodates routers 12 and 11, respectively, and these routers 12 and 112 are connected via, for example, an ADSL (data system) line.
  • ADSL data system
  • the voice multiplexing hub device 30 in the call center and the voice multiplexing hub device 30A in the advising center are connected by an analog line (for example, an analog ADSL line).
  • Each of the voice multiplexing hub devices 30 and 30A is configured to control the voice mixing and / or reception of TDM data in which the voice data of all reception desks in the call center and the advisory center are time-division multiplexed. It is configured to be distributable to the distribution device 23 (23A).
  • the voice multiplexing hub device 30 in the second embodiment has a telephone interface 33 to which an analog line is connected, and the TDM data from the voice multiplexing unit 31. Is transmitted to the analog line via the telephone interface 33 and transmitted to the voice multiplexing hub device 3OA.
  • the TDM data from the audio multiplexing hub device 30A is configured to be input to the audio multiplexing unit 31 via the telephone interface 33.
  • the voice multiplexing hub device 30 further prepares a channel (time slot) corresponding to each reception desk in the advice center, and the TDM data from the voice multiplexing hub device 3 OA is The voice multiplex is included in the TDM data of the hub device 30 and is passed in parallel to each reception desk (voice mixing / distribution device 23) in the call center.
  • the voice multiplexing HUB device 3 OA has almost the same configuration as the voice multiplexing HUB device 30 shown in FIG. 7, and is provided in a call center received from the voice multiplexing HUB device 30.
  • the audio data from each reception board device 20 can be distributed in parallel to each reception board device 20A in the advice center.
  • the microprocessor 48 of each audio mixing / distribution device 23 controls each reception desk # 1, # received from the audio multiplex HUB device 30 according to the control data (addition information) from the PC 21. Controls the addition / non-addition (execution / non-execution of addition processing) of the addition sections 42 and 45 for the audio data of # 2, # 31, and # 32 for each addition section and for each reception desk It is configured to be possible.
  • the microprocessor 48 of each audio mixing / distribution device 23 A controls each reception desk # 1 received from the audio multiplexing HUB device 3 OA. , # 2, # 31, and # 32, the addition / non-addition of the adders 42, 45 with respect to the audio data can be controlled for each adder and for each reception desk.
  • the operator of each reception desk in the advisor center can monitor the call at the desired reception desk in the call center, and if necessary, perform an interruption (handler interruption, both interruptions). ) Can also be performed.
  • the call center and the advisory center are connected using the data ADSL line and the analog ADSL line, and the call center receives an advanced question (inquiry).
  • Implements a function to provide logistical support at a remote device center That is, audio communication (transmission and reception of audio data related to monitoring and interruption) is performed using an analog line connecting the audio multiplexing hub devices 30 and 3OA using an ADSL line or the like.
  • control communication transmission and reception of control data related to monitors and interrupts, etc.
  • data lines LAN 11, router 12, ADSL line, router 11
  • FIG. 6 it is assumed that, for example, the operator at reception desk # 1 is making a call with the inquirer as the receptionist in the call center.
  • Each PC 21 A that has received the control bucket displays a rescue request on the LCD 22 (for example, the monitor button of reception desk # 1 blinks). At this time, a buzzer for notifying the rescue request can be output from the sound card.
  • reception desk # 31 For example, reception desk # 31
  • reception desk # 31 the same operation (control of the audio mixing / distribution device 23 A) as the reception desk device 20 at the start of monitoring as described in the operation example 2 of the embodiment 1 is performed for the reception desk device of the reception desk # 31. Performed at 20 A.
  • the receiving voice adding unit 42 of the voice mixing / distributing device 23 of the reception desk # 31 receives the voice data of the reception desk # 1 input from the voice multiplexing HUB device 3OA. It becomes. Therefore, the call (voice of the inquirer and the callee) at the reception desk # 1 is output from the reception unit 24A of the reception desk 24 at the reception desk # 31, and the operator at the reception desk # 31 receives the call. (See Figure 6; ⁇ E 4)).
  • a bucket containing information indicating the monitor by the reception desk # 31 is transmitted to the PC 21 of the reception desk # 1 via the data system line, and the PC 21 When this bucket is received, the remote rescue request button is turned off. This allows the operator at reception desk # 1 to know that the remote rescue request has been received and that monitoring is being performed.
  • the operator at reception desk # 31 gives advice (interruption sound) to the receptionist at reception desk # 1 or to both the receptionist and the inquirer as logistical support.
  • the user operates the LCD 22 of the reception desk # 31 to transmit a voice bucket including control data relating to a desired interrupt to the PC # 21 of the reception desk # 1 via a data communication line.
  • reception desk # 1 the interruption as shown in operation example 3 or 4
  • the audio mixing / distribution device 23 is controlled, and the interrupt audio from the reception desk # 31 is transmitted from the audio multiplex HUB device 3 OA to the audio multiplex HUB device 30 via an analog circuit.
  • the audio multiplexing HUB device 30 is input to the audio mixing / distribution device 23 of the reception desk # 1.
  • the interruption is a “recipient interruption”
  • the interruption voice is transmitted only to the receptionist by the addition process by the reception voice addition unit 42, and the “interruption by both” is performed.
  • the interrupted voice is transmitted to the inquirer and the receiver by the addition process by the received voice adding unit 42 and the transmitted voice adding unit 45.
  • each reception desk device 20 of the call center also has a flag for reception desks # 31 and # 32 for the reception voice addition section 42 and the transmission voice addition section 45, and At the time of the interruption, these corresponding flags are set to ON, and the reception voice addition section 42 and the transmission voice addition section 45 select the interruption voice and perform the addition processing.
  • Fig. 6 shows an example of a two-way interrupt, in which the operator at the reception desk # 32 of the advisory center interrupts both calls for the reception desk # 1.
  • the transmission route of the audio data of the audio is shown (see FIG. 6; (E5>)).
  • the advisor center can remotely provide logistical support to the call center.
  • the same operation and effect as the reception system in the command center shown in FIG. 1 can be obtained.
  • FIG. 8 is a system configuration diagram showing the third embodiment.
  • the system configuration of the third embodiment shown in Fig. 8 is roughly the same as that of the second embodiment shown in Fig. .6. If an advanced question or the like arrives at the call center, the advice center provides logistical support. It is possible to perform However, it differs from Example 2 in the following points.
  • routers 12 and 11 of each center are connected by a dedicated line or the like. Therefore they are tied.
  • the leased line is a line in which the data line and VoIP (voice bucket line) are integrated.
  • the voice multiplexing HUB device 30 described in the first embodiment is applied to the voice multiplexing HUB device of each center, and as in the second embodiment, the audio multiplexing HUB device is analogous. Not connected by line.
  • the voice related to the monitoring and interruption of the call in the call center at one or more reception desks are used.
  • Communication between the call center and the ad- vance center is performed using a data line (LAN 11 1 at the call center 1 router 1 2-dedicated line 1 router 1 1 2-LAN 11 1 at the ad- vance center).
  • IP communication Voice packet communication
  • each reception board device 20 in the third embodiment has a configuration as shown in FIG.
  • FIG. 9 is a diagram illustrating a configuration example of the reception board device 30 according to the third embodiment.
  • the reception board device 20 shown in FIG. 9 differs from the reception board device 20 shown in FIG. 2 as follows. That is, the PC 21 includes a sound card 122A for voice related to a voice bucket transmitted / received to / from the reception center device 2OA of the advice center.
  • the audio mixing / distribution device 23 includes an A / D converter (an A / D converter) connected to the audio output unit of the sound card 121 A via an interface.
  • PCM codec an A / D converter
  • the second received voice addition unit 14 2 connected to the A / D conversion unit 14 1
  • the second received voice addition unit 14 2 A / D converter
  • PCM codec A / D converter
  • PCM codec A / D converter
  • PCM codec PCM codec
  • PCM codec PCM codec
  • PCM codec second transmitting voice adder 144 connected to A / D converter 144
  • second transmitting voice adder 1 A / D converter (PCM codec) 144 connected to the audio input section of the sound card 121 A via an interface as well as being connected to 45 I have.
  • each of the second received voice addition section 144 and the second transmitted voice addition section 144 is connected to a micro computer 48 via a control line, and is input to itself. It has the same configuration as the receiving voice adding unit 42 and the transmitting voice adding unit 45 in that voice data is selected and output according to control by the microcomputer 48.
  • the second transmission voice addition section 45 is configured to receive voice data from the A / D conversion section 41. Further, the transmission voice addition section 45 is configured to receive voice data from the A / D conversion section 141.
  • An operation example in the third embodiment is as follows.
  • an operator (receptionist) at a reception desk (for example, reception desk # 1) is making a call with an inquirer, and the receptionist receives an advanced question from the inquirer. Assume.
  • the receptionist pushes the remote rescue request button of LCD22. Then, the PC 21 of the reception desk # 1 'generates a packet including the control data relating to the rescue request, and the reception desk # 31, # 32 of the advising center using the data line described above. :? ⁇ Send to 2 18
  • Each PC.21A will display a remote rescue request on the LCD22A.
  • the operator of each reception desk # 31, # 32 can respond to the rescue request by operating LCD22A. At this time, it is assumed that, for example, the operator of the reception desk # 31 responds.
  • PC 21 A of reception desk # 31 transmits a packet including control data indicating a caller of reception desk # 1 to PC 21 of reception desk # 1 via a data line.
  • the PC 21 gives control information on the monitor to the microcomputer 48 of the audio mixing / distribution device 43.
  • the microcomputer 48 performs the following control according to the control information. In other words, the microcomputer 48 adds the second transmitted voice 1986
  • the inquirer's voice output from the sound card 21 A passes through the A / D converter 41, the received voice adder 42, and the / 0 converter 43, and the receiver of the breast 24. Output from 24 A.
  • the audio data output from the A / D conversion section 41 is also input to the second transmission audio addition section 144.
  • the second transmitted voice addition section 144 outputs the input voice data to the A / D conversion section 144 according to the above setting.
  • the output audio data is converted to an audio signal by the A / D converter 146 and input to the sound card 122A.
  • a voice bucket including the voice input to the sound card 12 A is generated, and transmitted to the LAN 11 to the PC 21 A of the reception desk # 31.
  • the voice input from the transmitting section 24 B of the bracelet 24 of the reception desk # 1 passes through the / 0 converting section 44, the transmitting voice adding section 45, and the A / D converting section 46. Entered into the card 21 A and sent to the inquirer.
  • the voice input from the transmitting section 24 B is also input to the A / D conversion section 144, where it is converted into voice data and input to the second transmitting voice adding section 144. .
  • the second transmitted voice addition section 144 outputs the input voice data to the A / D conversion section 144 according to the above setting.
  • the output audio data is converted to an audio signal by the A / D converter 146 and input to the sound card 122A.
  • a voice packet including the voice input to the sound card 12 A is generated and transmitted to the LAN 11 to the PC 21 A of the reception desk # 31.
  • a voice bucket including the call voice (the voice of the inquiry person and / or the voice of the reception person) is generated in the reception desk device 20. It is generated and sent to the PC 21 A of the reception desk (reception desk # 31, PC 21 A) at the add-up center.
  • Reception desk # 31 1 reception desk equipment 2 OA receives the voice packet and The included voice is output from the receiver 24 A of the breast 24. This allows the operator at reception desk # 31 to hear the monitored call.
  • reception desk # 31 Thereafter, the operator (supporter) of reception desk # 31 presses the corresponding button of LCD22A to perform the receptionist interruption or both interruptions. Then, PC 21A of reception desk # 31 generates a bucket containing the interruption information (receptionist interruption information or both interruption information) as control data, and transmits the data via a data line. To PC 21 on reception desk # 1.
  • the PC 21 of the reception desk # 1 gives the interrupt information included in the packet to the micro computer 48 of the audio mixing / distributing device 23 as control information.
  • the microcomputer 48 performs the following control based on the interrupt information. That is, the microcomputer 48 sets the second received voice addition unit 142 to add (select and output) the voice data of the supporter (voice data of the reception desk # 31). At this time, if the interrupt information is both interrupt information, the micro computer 48 adds the voice data of the supporter (voice data of the reception desk # 31) to the transmission voice addition unit 45 ( Selection and output).
  • the voice bucket including the interrupted voice is sent to the PC 21A. Is generated and transmitted to PC 21 of reception desk # 1 through the data line.
  • the PC 21 recognizes that the voice packet is an interrupt voice bucket from the source address of the voice bucket, and converts the interrupt voice included in the voice bucket into a sound card. Hand over to 1 2 1 A.
  • the sound card 1 21 A passes the interrupted sound to the A / D conversion section 1 41 of the sound mixing / distribution device 23.
  • the interrupted voice is output from the receiver 24 A of the breast 24 through the A / D converter 141, the second received voice adder 144, and the A / D converter 144. You. In this way, the receptionist interruption is realized.
  • the audio data of the interrupt audio output from the A / D converter The signal is input to the second received voice addition unit 14 2 and is also input to the transmitted voice addition unit 45.
  • the transmitting voice adding unit 45 adds the voice data of the interrupt voice according to the setting made for itself and outputs the result to the A / D converting unit 46 I do.
  • the transmission voice adding unit 45 is not set to add the voice data of the interrupt voice. For this reason, the transmission voice addition section 45 does not output the voice data of the interrupt voice to the A / D conversion section 46.
  • the audio data of the interrupt audio input to the A / D converter 46 is converted into an audio signal and input to the sound card 21A. Then, the PC 21 generates a voice bucket including the interrupt voice and transmits it to the VoIP gateway device 10 (inquirer). In this way, both interrupts are realized.
  • the advisor center can remotely provide logistical support to the call center.
  • the same effect as the reception system in the command center shown in FIG. 1 can be obtained.
  • the third embodiment differs from the second embodiment in that an analog line for voice data is not required. Therefore, the modification of the voice multiplexing hub device 30 as shown in FIG. 7 is not required.
  • the audio data relating to the monitor and the interrupt is transferred on the data line (LAN). For this reason, traffic on the LAN of the call center may increase more than in the second embodiment. However, monitoring and interruption for logistics support are not performed on a regular basis. Thus, the increase in traffic on the LAN is only temporary.
  • the monitoring sound is transmitted to the remote reception desk through the data line, the sound is sent to the remote location, and the sound is transmitted to the remote location. There is no evil. Note that the present invention can be specified as follows.
  • First output means for selecting and outputting at least one of first voice data (for example, voice of an inquirer) and second voice data (for example, voice from another reception desk).
  • second output means e.g., transmission voice
  • An audio adding unit a third output unit (for example, a HUB audio adding unit) for selecting and outputting at least one of the first audio data and the second audio data, and the first, second, and third audio data.
  • An audio selection / output device comprising: a control unit (for example, a microcomputer) for controlling an output operation.
  • the first and second output units time-division multiplex the first and / or second audio data respectively output from the third output units of the plurality of audio selection output devices as third audio data.
  • the audio selection output device according to (2) which receives a plurality of time-division multiplexed third audio data from a time-division multiplexing device (for example, an audio multiplexing HUB device).
  • Fourth output means (for example, a second transmission voice addition unit) capable of selecting and outputting at least one of the first voice data and the third voice data, and further comprising: The voice selecting and outputting device according to any one of (1) to (3), wherein the means controls the selection and the output operation of the fourth output means.
  • the present invention receives voice inquiries by telephone or the like from a system for receiving emergency calls by telephone such as police or fire departments, a call center for receiving telephone questions from inquiries, and a local government network for receiving questions from residents. It can be applied to various reception systems.

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Abstract

A system for receiving inquiry by speech includes a plurality of receiving board apparatuses capable of receiving an inquiry by speech from an inquirer, a VoIP gateway apparatus connected via the LAN to a plurality of receiving board apparatuses for transmitting/receiving via the LAN to/from the receiving board apparatus a speech packet containing speech data relating to communication between the receptionist of the receiving board apparatus which has answered to an inquiry and an inquirer, and a speech multiplexing HUB apparatus for receiving speech data input to each receiving board apparatus, time-division multiplexing them, and distributing them in parallel to each receiving board apparatus.

Description

音声による問い合わせの受付システム 技術分野 Voice Inquiry Reception System
本発明は、 音声による問い合わせを受け付けるシステムに関する。 背景技術  The present invention relates to a system for receiving an inquiry by voice. Background art
明  Light
音声による問い合わせを受け付ける受付システムと して、 消防署（電話 番号 ： 1 1 9番）や警察署（電話番号 ： 1書 1 0番）への通報システム、 様々 な問い合わせ者からの質問を受け付けるコールセンタ、 住民等からの質 問を受け付ける自治体ネッ トワークシステム等がある。  As a reception system that accepts inquiries by voice, a system to report to the fire department (phone number: 119) or police station (phone number: 1 to 10), a call center to accept questions from various inquiries, There is a local government network system that accepts questions from residents.
消防や警察への通報受付システムは、 例えば、 F i g . 1 0に示すよ う に構成されている。 すなわち'、 キャリア網（電話網）に接続される緊急 通報受付トランク と、 これに接続された交換機が設置され、 交換機に複 数の受付台が接続されている。 通報者から電話による通報があると、 交 換機を介して各受付台に通報者の着信が通知される。 受付台の何れかが 通報に応答すると、 この受付台と通報者との間で通話（音声通信）が行わ れる。 各受付台は、 他の受付台における通話をモニタ（監視）したり、 そ の通話に割り込んだりすることができる。  The system for accepting reports to fire departments and police is, for example, configured as shown in FIG. That is, an emergency call reception trunk connected to the carrier network (telephone network) and an exchange connected to it are installed, and multiple reception desks are connected to the exchange. When a call is made by the caller, each reception desk is notified of the caller's incoming call via the switchboard. When any of the reception desks responds to the message, a call (voice communication) is performed between the reception desk and the caller. Each reception desk can monitor (monitor) a call at another reception desk or interrupt the call.
指令センタは、 出張所と二つの専用回線を介して接続されている。 一 方の専用回線は、 交換機に接続され、 指令センタからの音声（受付台から の指令音声）等を出張所に伝達するための音声系回線と して使用される。 他方の専用回線は、 指令センタ における各受付台を収容する L A N (Local Area Network)にルータを介して接続され、 出動車輛データ、 災 害現場地点等のデータ系の情報を出張所に伝達するためのデータ系回線 と して使用される。  The command center is connected to the branch office via two dedicated lines. One dedicated line is connected to the exchange and used as a voice line for transmitting voice from the command center (command voice from the reception desk) to the branch office. The other dedicated line is connected via a router to a LAN (Local Area Network) that accommodates each reception desk at the command center, and is used to transmit data system information such as dispatched vehicle data and disaster site locations to branch offices. Used as a data line.
F i g . 1 0に示すシステムにおいて、 各受付台が他の受付台におけ る通話をモニタしたり、 割り込んだりするためには、 通話音声（通報者お よび受付者の各音声）を他の受付台に転送したり、割込音声を他の受付台 に転送する必要がある。 このよ う なモニタ機能や割込機能は、 全て交換 機によ り実現されている。 In the system shown in Fig. 10, each reception desk monitors the call at another reception desk and interrupts the call. And each voice of the receptionist) to another reception desk, and the interruption voice to another reception desk. All of these monitoring functions and interrupt functions are realized by switching equipment.
F i g . 1 0に示すよ うなシステムでは、 音声の転送処理が交換機に よ り行われる。 このため、 音声の遅延がなく高品質である。 伹し、 交換 機（MD F (Main Distribution Frame ： 主配線盤）への接続端子を含む） が大きいため、 設置スペースがかなり必要になるという短所がある。 ま た、 指令センタから备出張所に接続している指令回線と して、 データ系 回線と音声系回線との二つの回線を専用線と して使用している。 このた め、 通信費（回線使用料）が高く なる。 また、 出張所等を新規に増設する などの拡張が難しい。  In a system such as that shown in FIG. 10, voice transfer processing is performed by an exchange. Therefore, there is no audio delay and high quality. However, since the exchange (including the connection terminals to the MDF (Main Distribution Frame)) is large, there is a disadvantage that a considerable amount of installation space is required. In addition, two dedicated lines, a data line and a voice line, are used as command lines connecting the command center to the local office. As a result, communication costs (line usage fees) increase. In addition, it is difficult to expand such as adding new branch offices.
上記した問題に鑑み、 交換機システムの代わ り に、 I P (Internet Protocol) *3よび L ANを用いることが考えられている。 F i g . 1 1は、 交換機システムの代わり に I Pシステムを受付システムに適用した例を 示す図である。  In view of the above problems, it has been considered to use IP (Internet Protocol) * 3 and LAN instead of the switching system. FIG. 11 is a diagram showing an example in which an IP system is applied to a reception system instead of an exchange system.
F i g . 1 1に示す受付システムは、 F i g . 1 0に示す緊急通報受 付トランク、 交換機おょぴ受付台の代わり に、 キャリ アの電話網に接続 される V o I Pゲー トウェイ装置と、 受付台毎に用意され、 V o I Pゲ 一ト ウエイ装置に L A Nを介して接続される受付台用の P C (パーソナ ルコンピュータ）で構成される。  The reception system shown in Fig. 11 uses a Vo IP gateway device connected to the carrier's telephone network instead of the emergency call reception trunk and switchboard reception desk shown in Fig. 10. A PC (personal computer) for the reception desk is prepared for each reception desk and connected to the VoIP gateway device via LAN.
F i g . 1 1 における各受付台では、 F i g . 1 0に示したシステム と同様に、 通報の受付（応答）、 通話のモニタ、 割込等の機能を実現する ことができる。 そして、 上記した機能を実現するにあたって必要な音声 (通話音声、 モニタ用音声、 割込音声）の伝送は、 V o I P (Voice over IP) 技術を用い、 音声バケツ トを L ANを介して転送することによ り実現さ れる。  Each reception desk in FIG. 11 can realize functions such as reception (response) of a report, monitoring of a call, and interruption in the same manner as the system shown in FIG. 10. The voice (call voice, monitor voice, interrupt voice) required to realize the above functions is transmitted using Voice over IP (VoIP) technology, and the voice bucket is transferred via LAN. It is realized by doing.
したがって、 受付台間は、 データ系と音声系の双方について、 L AN を用いて通信を行う ことができる。 さ らに、 音声が V o I P技術によ り I Pデータと して扱われる。 これによつて、 指令センタと出張所とをデ ータ系と音声 V o I P とが統合された 1つの専用回線で接続すれば、 デ ータと音声の双方を指令センタと出張所との間で送受信することができ る。 Therefore, between the reception desks, communication can be performed using LAN for both the data system and the voice system. In addition, voice is treated as IP data by Vo IP technology. As a result, the command center and the branch office are If the data system and voice VoIP are connected via a single dedicated line, both data and voice can be transmitted and received between the command center and the branch office.
F i g . 1 1 に示すシステムによれば、 指令センタと出張所とを結ぶ 指令回線が 1回線となる。 このため、 通信費（回線使用料）を抑えること ができる。 また、 各受付台の操作端末と して P cが用いられる。 これに よって、 高度情報化社会が進むなかで高度なアブリケーシヨ ンサービス の実現が容易で且つ拡張カー ドなどによ り容易に機能を拡張することが できる。 また、 交換機を用いたシステムに比べて、 システムの構成機器 が小さい。 このため、 設置スペースが少なくて済む。 さ らに、 各装置間 の接続もモジュラコネクタ同士の接続となる。 したがって、 MD Fの設 置スペースも不要となる。  According to the system shown in FIG. 11, one command line connects the command center and the branch office. For this reason, communication costs (line usage fees) can be reduced. Pc is used as the operation terminal of each reception desk. As a result, it is easy to realize advanced aggregation services in the advanced information society, and the functions can be easily expanded by using an expansion card. Also, the components of the system are smaller than those of a system using an exchange. Therefore, the installation space is small. Furthermore, the connection between each device is also the connection between modular connectors. Therefore, no space is required for installing the MDF.
なお、 本願発明に関連する先行技術と して、 例えば、 特許文献 1 に開 示された電話回線装置がある。  As a prior art related to the present invention, there is, for example, a telephone line device disclosed in Patent Document 1.
特許文献 1  Patent Document 1
特開 2 0 0 0— 6 9 5 1 2号公報  Japanese Patent Laid-Open No. 2000-6995 12
F i g . 1 0に示す交換機を用いたシステムでは、 交換機を導入する ためのコス トが高い。 また、 広い設置スペースが必要である。 また、 指 令センタ と出張所とを結ぶ回線の通信費がかかる。  In the system using the exchange shown in Fig. 10, the cost for introducing the exchange is high. In addition, a large installation space is required. In addition, communication costs for the line connecting the command center and the branch office are required.
一方、 F i g . 1 1 に示すよ うなシステム構成では、 次のよ うな問題 がある。 第 1 に、 F i g . 1 1 に示すシステムでは、 指令センタにおけ る受付台間の通信（データ系おょぴ音声系の双方）が全て L ANを介して 行われる。 例えば、 或る受付台で他の受付台における通話をモニタする 場合には、 他の受付台の P Cで通話音声を含む音声バケツ トが生成され、 モニタを行う受付台の P Cに L ANを介して転送される。 また、 或る受 付台での通話に他の受付台が割り込む場合には、 割込先の受付台の P C に割込音声を含む音声パケッ トが転送される。 このよ う に、 F i g . 1 1に示すシステムでは、 指令センタの L AN上で多数の音声バケツ トが 伝送される。 このため、 L AN上の トラフィ ックが多大となり、 輻輳が 発生し、 パケッ トの遅延を招来する可能性がある。 音声通信は品質が重 視されるため、 このよ うな可能性は回避する必要がある。 On the other hand, the system configuration shown in Fig. 11 has the following problems. First, in the system shown in Fig. 11, all communications between reception desks (both data and voice) at the command center are performed via LAN. For example, when a call is monitored at one reception desk at another reception desk, a voice bucket including the call voice is generated at the PC of the other reception desk, and the PC of the reception desk performing monitoring is transmitted to the PC of the reception desk via the LAN. Transferred. When another reception desk interrupts a call on one reception desk, a voice packet including an interruption voice is transferred to the PC of the reception desk of the interruption destination. Thus, in the system shown in FIG. 11, a large number of voice buckets are transmitted on the LAN of the command center. As a result, the traffic on the LAN becomes large and congestion occurs. This can cause packet delays. Since voice communication emphasizes quality, such a possibility must be avoided.
第 2に、 V o I P技術では、 音声パケッ トの生成にあたり、 音声デー タの圧縮符号化おょぴバケツ ト化（音声パケッ トの生成）が必須である。 このため、 音声の転送には、 遅延や揺らぎが発生する。 したがって、 或 る受付台で隣接する受付台の音声をモニタする場合において、 隣接受付 台においてオペレータの声が発せられると、 そのオペレータの声（L A N を介して隣接受付台から転送されてきた音声）が当該受付台で遅れて出 力されるといった現象が発生する可能性があった。 この場合、 モニタを 行っているオペレータには、 同じ声が時間をずらして聞こえるため、 そ の内容を適正に聞き取れない可能性がある。 消防や警察の指令センタで は、 通話の内容が緊急性を要することが多い。 このため、 上記現象の発 生は回避されなければならない。 発明の開示  Second, in the VoIP technology, compression and encoding of voice data (generation of voice packets) are indispensable in generating voice packets. This causes delays and fluctuations in voice transfer. Therefore, when monitoring the sound of an adjacent reception desk at a certain reception desk, if the voice of the operator is uttered at the adjacent reception desk, the voice of the operator (the sound transferred from the adjacent reception desk via the LAN). May be output at the reception desk with a delay. In this case, the operator who is monitoring may hear the same voice at a different time, and may not be able to hear the content properly. At fire and police command centers, the content of the call often requires urgency. Therefore, the occurrence of the above phenomenon must be avoided. Disclosure of the invention
本発明の目的は、 音声の遅延を回避することができる音声による問い 合わせの受付システムを提供することである。  SUMMARY OF THE INVENTION An object of the present invention is to provide a voice inquiry reception system that can avoid voice delay.
また、 本発明の目的は、 受付台装置間を結ぶ L A Nの輻輳の発生を抑 えることができる受付システムを提供することである。  It is another object of the present invention to provide a reception system that can suppress the occurrence of congestion in LANs connecting reception desk devices.
また、 本発明の目的は、 遠隔から受付システムにおける通話の監視や 割込を可能とする受付システムを提供すること.である。  Also, an object of the present invention is to provide a reception system that enables monitoring and interruption of a call in the reception system from a remote place.
本発明は、 上記目的を達成するため、 以下の構成を採用する。  The present invention employs the following configuration to achieve the above object.
すなわち、 本発明は、 音声による問い合わせの受付システムであり、 問い合わせ者からの音声による問い合わせを受付可能な複数の受付台 装置と、  That is, the present invention is a system for receiving an inquiry by voice, and a plurality of reception desk devices capable of receiving an inquiry by voice from an inquirer;
前記複数の受付台装置と L A Nを介して接続され、 前記問い合わせに 応答した受付台装置の受付者と前記問い合わせ者との通話に係る音声デ ータを含む音声パケッ トを当該受付台装置との間で前記 L A Nを介して 送受信する V o I Pゲー トウェイ装置と、 各受付台装置に入力された音声データを各受付台装置から受信して時 分割多重し、 各受付台装置に並列に分配する音声多重 H U B装置と、 を 含む。 A voice packet including voice data related to a call between the receiver of the reception console device responding to the inquiry and the requester connected to the plurality of reception console devices via the LAN is transmitted to the reception console device. A Vo IP gateway device transmitting and receiving between the LAN via the LAN, And an audio multiplexing HUB device that receives audio data input to each reception console device from each reception console device, performs time division multiplexing, and distributes the data to each reception console device in parallel.
本発明によると、 受付台装置に入力される音声データは、 L A Nでは なく音声多重 H U B装置を介して他の受付台装置に分配される。 これに よって、 L A N上を流れるパケッ トのデータ量を抑えることができる。 また、 各受付台装置に入力される音声データは、 パケッ ト化されること  According to the present invention, audio data input to a reception desk device is distributed to other reception desk devices via a sound multiplexing HUB device instead of a LAN. As a result, the data amount of the packet flowing on the LAN can be suppressed. Voice data input to each reception desk device must be packetized.
1  1
なく時分割多重されて他の受付台装置に分配される。 これによつて、 音 声の遅延を抑えることができる。 Instead, they are time-division multiplexed and distributed to other reception board devices. As a result, delay of voice can be suppressed.
本発明は、各受付台装置が、制御装置と、音声ミキシング /分配装置と、 音声出力部と、 音声入力部とを含み、  In the present invention, each reception board device includes a control device, a sound mixing / distribution device, a sound output unit, and a sound input unit,
前記制御装置は、 前記 V o I Pゲートウェイ装置から受信する音声パ ケッ トに含まれた問い合わせ者の音声を前記音声ミ キシング /分配装置 に与えると ともに、 前記問い合わせ者に送信すべき音声と して前記音声 ミ キシング/分配装置から受け取る音声を含む音声バケツ トを生成して 前記 V o I Pゲー トウェイ装置に送信し、  The control device gives the voice of the inquirer included in the voice packet received from the Vo IP gateway device to the voice mixing / distribution device, and as the voice to be transmitted to the inquirer. Generating a voice bucket containing the voice received from the voice mixing / distribution device and transmitting the voice bucket to the Vo IP gateway device;
前記音声ミキシング /分配装置が、  The audio mixing / distributing device is
前記音声出力部から出力すべき音声と して、 前記問い合わせ者の音 声に係る音声データと、 前記音声多重 H U B装置から入力される他の受 付台装置の音声データとの少なく とも一方を選択して出力する受話音声 選択手段と、  As the sound to be output from the sound output unit, at least one of the sound data of the sound of the inquirer and the sound data of another receiving stand device input from the sound multiplexing HUB device is selected. Receiving voice selecting means for outputting
前記問い合わせ者に送信すべき音声と して、 前記音声入力部から入 力される前記受付者の音声データと、 前記音声多重 H U B装置から入力 される他の受付台装置の音声データとの少なく とも一方を選択して出力 する送話音声選択手段と、  As the voice to be transmitted to the inquirer, at least the voice data of the receiver input from the voice input unit and the voice data of another reception board device input from the voice multiplex HUB device. Transmitting voice selecting means for selecting and outputting one of them;
前記音声多重 H U B装置へ送出すべき音声と して、 前記問い合わせ 者の音声に係る音声データと、 前記音声入力部から入力される前記受付 者の音声データとの少なく とも一方を選択して出力する転送音声選択手 段とを含む構成を適用することができる。 このよ うな構成によれば、 各受付台装置は、 どの音声データを音声多 重 H U B装置に送出することができる。 また、 各受付台装置は、 音声多 重 H U B装置を介して受信する複数の受付台装置の各音声から、 所望の 音声を選択して出力することができる。 As the audio to be transmitted to the audio multiplexing HUB device, at least one of audio data of the audio of the inquirer and audio data of the receiver input from the audio input unit is selected and output. A configuration including a transfer voice selection means can be applied. According to such a configuration, each reception console device can transmit any audio data to the audio multiplex HUB device. Also, each reception desk device can select and output a desired sound from each sound of the plurality of reception desk devices received via the audio multiplex HUB device.
また、 本発明は、各受付台装置の制御装置が、前記受話音声選択手段， 前記送話音声選択手段， および前記転送音声選択手段のそれぞれにおけ る音声データの選択および出力処理を制御する構成を適用することがで きる。  Further, according to the present invention, a control device of each reception board apparatus controls selection and output processing of voice data in each of the received voice selecting means, the transmitted voice selecting means, and the transfer voice selecting means. Can be applied.
また、 本発明は、 各受付台装置の制御装置が、 前記問い合わせ者から の着信に対する応答指示が入力された場合に、 前記転送音声選択手段が 前記問い合わせ者の音声に係る音声データ， および前記音声入力部から 入力される前記受付者の音声データを選択して前記音声多重 H U B装置 に出力するように制御する構成を適用することができる。  Further, according to the present invention, when the control device of each reception board device receives a response instruction to an incoming call from the inquirer, the transfer voice selecting means sets the voice data relating to the voice of the inquirer and the voice It is possible to apply a configuration in which voice data of the receiver input from an input unit is selected and controlled so as to be output to the voice multiplex HUB device.
このよ うにすると、 各受付台装置において、 問い合わせ者からの着信 に対する応答を契機と して、 問い合わせ者と受付者との通話（会話）に係 る音声を転送音声選択手段が音声多重 H U B装置に送出し、 他の受付台 装置に転送することができる。  In this manner, in each reception desk device, the voice relating to the call (conversation) between the inquirer and the receiver is transferred to the voice multiplexing HUB device in response to an incoming call from the inquirer. It can be sent out and forwarded to other reception desk devices.
また、 本発明は、 各受付台装置の制御装置が、 他の受付台装置に入力 される音声の監視指示が入力された場合に、 前記受話音声選択手段が前 記音声多重 H U B装置から受け取る当該他の受付台装置の音声データを 選択して出力するように制御する構成を適用することができる。  Further, according to the present invention, when the control device of each reception desk device receives an instruction to monitor a sound input to another reception desk device, the reception voice selection means receives from the voice multiplexing HUB device. A configuration in which audio data of another reception board device is controlled to be selected and output can be applied.
このよ う にすると、 各受付台装置は、 監視指示を契機と して、 他の受 付台装置の監視用の音声を受話音声選択手段で選択及び出力し、 音声出 力部から出力することが可能となる。  In this case, each reception desk device selects and outputs the monitoring sound of the other reception device by the reception sound selection means and outputs the sound from the sound output unit in response to the monitoring instruction. Becomes possible.
また、 本発明は、 各受付台装置の制御装置が、 他の受付台装置におけ る通話の一方に対する割込指示が入力された場合に、 この他の受付台装 置の制御装置に対し、 割込に係る制御データを含むパケッ トを前記： L A Nを介して送信し、  In addition, the present invention provides a control device for each reception desk device, when an interrupt instruction for one of the calls on the other reception desk device is input, The packet including the control data related to the interrupt is transmitted via the LAN:
前記他の受付台装置の制御装置が、 前記バケツ トに含まれた制御デー タに基づいて、 当該他の受付台装置の受話音声選択手段が前記問い合わ せ者の音声に係る音声データ， および前記音声多重 H U B装置から受け 取る割込元の受付台装置の音声データを選択して出力するよ うに制御す る構成を適用することができる。 The control device of the other reception board device controls the control data contained in the bucket. Based on the received data, the receiving voice selecting means of the other reception desk device selects the voice data relating to the voice of the inquirer and the voice data of the interruption reception source device received from the voice multiplex HUB device. It is possible to apply a configuration that controls so as to output the data.
このよ う な構成では、 各受付台装置は、 他の受付台装置に対して、 割 込に係る制御データを L A Nを介して送信することができる。 また、 各 受付台装置は、 割込に係る制御データに基づいて、 受話音声選択手段で 割込音声を選択及び出力し、 音声出力部から出力することができる。  In such a configuration, each reception board apparatus can transmit control data relating to the interrupt to another reception board apparatus via the LAN. In addition, each reception board device can select and output the interrupt voice by the received voice selecting means based on the control data relating to the interrupt, and output the voice from the voice output unit.
また、 本発明は、 各受付台装置の制御装置が、 他の受付台装置におけ る通話の双方に対する割込指示が入力された場合に、 この他の受付台装 置の制御装置に対し、 この割込に係る制御データを含むバケツ トを前記 L A Nを介して送信し、  Further, the present invention provides a control device for each reception desk device, when an interrupt instruction for both calls on another reception desk device is input, A bucket containing control data related to the interrupt is transmitted via the LAN, and
前記他の受付台装置の制御装置が、 前記パケッ トに含まれた制御デー タに基づいて、 当該他の受付台装置の受話音声選択手段が前記問い合わ せ者の音声に係る音声データ， および前記音声多重 H U B装置から受け 取る割込元の受付台装置の音声データを選択して出力するよ うに制御す ると ともに、 当該他の受付台装置の送話音声選択手段が前記音声入力部 から入力される音声データ， および前記音声多重 H U B装置から受け取 る割込元の受付台装置の音声データを選択して出力するよ うに制御する 構成を適用することができる。  The control device of the another reception desk device, based on the control data included in the packet, the receiving voice selection means of the other reception desk device, voice data relating to the voice of the inquirer, and In addition to controlling to select and output the audio data of the interrupting reception apparatus received from the audio multiplexing HUB apparatus, the transmission audio selecting means of the other reception apparatus can transmit the audio data from the audio input unit. It is possible to apply a configuration in which the input audio data and the audio data of the interrupting reception desk device received from the audio multiplex HUB device are selected and output.
このよ うな構成では、 各受付台装置は、 他の受付台装置に対して、 割 込に係る制御データを L A Nを介して送信することができる。 また、 各 受付台装置は、 割込に係る制御データに基づいて、 受話及ぴ受話音声選 択手段で割込音声を選択及び出力し、音声出力部から出力すると ともに、 問い合わせ者に伝達することができる。  In such a configuration, each reception console device can transmit control data related to the interrupt to the other reception console devices via the LAN. In addition, each reception console device selects and outputs the interrupt voice by the receiving and receiving voice selecting means based on the control data relating to the interrupt, outputs the voice from the voice output unit, and transmits the voice to the inquirer. Can be.
また、 本発明は、 前記 L A Nが、 パケッ トを伝送可能なデータ系回線 を介して前記受付台装置と同様の構成を持つ 1以上の第 2の受付台装置 を収容する第 2の L A Nに接続されており、  Also, the present invention provides a wireless communication system, wherein the LAN is connected to a second LAN accommodating one or more second reception desk devices having a configuration similar to that of the reception desk device via a data line capable of transmitting a packet. Has been
前記第 2の受付台装置が、 前記音声多重 H U B装置からアナログ回線 を通じて伝送される前記各受付台装置の音声データが時分割多重された データを受け取り、 The second reception desk device is connected to the audio multiplex HUB device via an analog line; Receiving time-division multiplexed audio data of each reception desk device transmitted through
前記各受付台装置の制御装置が、 支援要求が入力された場合に、 支援 要求に係るデータを含むパケッ トを前記第 2の受付台装置の制御装置に 前記データ系回線を介して送信し、  When a support request is input, the control device of each of the reception board devices transmits a packet including data relating to the support request to the control device of the second reception board device via the data line,
前記第 2の受付台装置の制御装置が、 前記支援要求に対する応答指示 が入力された場合に、 当該第 2の受付台装置の受話音声選択手段が前記 時分割多重されたデータから支援要求元の受付台装置の音声データを選 択して出力するよ うに制御する構成を適用するこ とができる。  The control device of the second reception board device, when a response instruction to the support request is input, the receiving voice selecting means of the second reception board device determines the support request source from the time-division multiplexed data. A configuration in which audio data of the reception console is controlled to be selected and output can be applied.
このよ う な構成では、 第 2の受付台装置は、 受付台装置の遠隔に設置 されていても、各受付台装置の音声を受け取り、監視することができる。 また、 各受付台装置の音声が、 アナログ回線を介して第 2の受付台装置 に送信されるので、 L A Nのバケツ トデータ量の増加が抑えられる。 また、 本発明は、 前記第 2の受付台装置の制御装置が、 支援先の受付 台装置における通話の一方に対する割込指示が入力された場合に、 この 支援先の受付台装置の制御装置に対し、 割込に係る制御データを含むパ ケッ トを前記データ系回線を介して送信し、  In such a configuration, the second reception console device can receive and monitor the sound of each reception console device even if it is installed remotely from the reception console device. In addition, since the sound of each reception desk device is transmitted to the second reception desk device via the analog line, an increase in the bucket data amount of the LAN is suppressed. Further, the present invention provides a control device of the second reception desk device, wherein the control device of the second reception desk device receives an interrupt instruction for one of the calls at the support destination reception device. On the other hand, a packet including control data related to the interrupt is transmitted through the data line,
前記第 2の受付台装置の音声ミ キシング/分配装置は自身に入力され た割込音声の音声データを出力し、 この割込音声の音声データは前記ァ ナログ回線を介して前記音声多重 H U B装置に入力され、 前記音声多重 H U B装置はこの割込音声の音声データを前記支援先の受付台装置に入 力し、  The audio mixing / distribution device of the second reception board device outputs the audio data of the interrupt audio input to itself, and the audio data of the interrupt audio is transmitted to the audio multiplex HUB device via the analog line. The audio multiplexing HUB apparatus inputs the audio data of the interrupted audio to the reception desk apparatus of the support destination,
前記支援先の受付台装置の制御装置が、 前記パケッ トに含まれた制御 データに基づいて、 当該支援先の受付台装置の受話音声選択手段が前記 問い合わせ者の音声に係る音声データ， および前記音声多重 H U B装置 から受け取る前記割込音声の音声データを選択して出力するよ うに制御 する構成を適用することができる。  The control device of the reception desk device of the support destination, based on the control data included in the packet, the receiving voice selection means of the reception desk device of the support destination, voice data related to the voice of the inquirer, and It is possible to apply a configuration in which the audio data of the interruption audio received from the audio multiplex HUB device is selected and output.
このよ う な構成では、 割込に係る制御データをデータ系の回線で支援 先の受付台装置に送信することができる。 また、 割込音声はアナログ回 線を介して支援先の受付台装置に転送することができる。 In such a configuration, the control data relating to the interrupt can be transmitted to the reception desk device at the support destination via a data line. Also, the interrupt sound is analog The information can be transferred to the reception desk device of the support destination via the line.
また、 本発明は、 前記第 2の受付台装置の制御装置が、 支援先の受付 台装置における通話の双方に対する割込指示が入力された場合に、 この 支援先の受付台装置の制御装置に、 割込に係る制御データを含むバケツ トを前記データ系回線を介して送信し、  Further, the present invention provides the control device of the second reception desk device, wherein the control device of the second reception desk device receives the interrupt instruction for both the calls at the support reception device. Transmitting a bucket containing control data relating to the interrupt via the data line,
前記第 2の受付台装置の音声ミキシング /分配装置が、 自身に入力され た割込音声の音声データを出力し、 この割込音声の音声データは、 前記 アナ口グ回線を介して前記音声多重 H U B装置に入力され、 前記音声多 重 H U B装置は、 この割込音声の音声データを前記支援先の受付台装置 に入力し、  The audio mixing / distribution device of the second reception board device outputs the audio data of the interrupt audio input thereto, and the audio data of the interrupt audio is transmitted to the audio multiplexing via the analog line. Input to the HUB device, and the voice-multiplexed HUB device inputs the voice data of the interrupted voice to the reception desk device of the support destination,
前記支援先の受付台装置の制御装置が、 前記バケツ トに含まれた制御 データに基づいて、 当該支援先の受付台装置の受話音声選択手段が前記 問い合わせ者の音声に係る音声データ， および前記音声多重 H U B装置 から受け取る前記割込音声の音声データを選択して出力するよ うに制御 すると ともに、 当該支援先の受付台装置の送話音声選択手段が前記音声 入力部から入力される音声データ， および前記音声多重 H U B装置から 受け取る前記割込音声の音声データを選択して出力するよ う に制御する 構成を適用することができる。  The control device of the reception desk device of the support destination, based on the control data included in the bucket, the receiving voice selection means of the reception desk device of the support destination, voice data relating to the voice of the inquirer, and The voice data of the interrupted voice received from the voice multiplexing HUB device is controlled to be selected and output, and the transmission voice selection means of the reception desk device of the support destination receives the voice data input from the voice input unit, And a configuration in which audio data of the interrupt audio received from the audio multiplex HUB device is selected and output.
このよ う な構成では、 割込に係る制御データをデータ系の回線で支援 先の受付台装置に送信することができる。 また、 割込音声はアナログ回 線を介して支援先の受付台装置に転送することができる。 また、 問い合 わせ者と受付者の双方に割込音声を伝達することができる。  In such a configuration, the control data relating to the interrupt can be transmitted to the reception desk device at the support destination via a data line. Also, the interruption voice can be transferred to the reception desk device of the support destination via an analog line. Also, interrupt voice can be transmitted to both the inquirer and the receiver.
また、 本発明は、 前記 L A Nが、 パケッ トを伝送可能なデータ系回線 を介して前記受付台装置と同様の構成を持つ 1以上の第 2の受付台装置 を収容する第 2の L A Nに接続されており、  Also, the present invention provides a wireless communication system, wherein the LAN is connected to a second LAN accommodating one or more second reception desk devices having a configuration similar to that of the reception desk device via a data line capable of transmitting a packet. Has been
前記各受付台装置の制御装置が、 支援要求が入力された場合に、 支援 要求に係るデータを含むバケツ トを前記第 2の受付台装置の制御装置に 前記データ系回線を介して送信すると ともに、 この支援要求に応答する 第 2の受付台装置へ監視対象の音声を含む音声バケツ トを前記データ系 回線を通じて転送し、 When a support request is input, the control device of each of the reception board devices transmits a bucket including data related to the support request to the control device of the second reception board device via the data line. In response to this support request, a voice bucket including the voice to be monitored is sent to the second reception console device, and Transfer through the line,
前記第 2の受付台装置が、 前記支援要求に応答する場合には、 この支 援要求元の受付台装置から受信する音声バケツ トに含まれた監視対象の 音声をこの第 2の受付台装置に含まれる音声出力部から出力する構成を 適用するこ とができる。  When the second reception desk apparatus responds to the support request, the second reception desk apparatus transmits the monitoring target voice included in the audio bucket received from the support request source reception desk apparatus to the second reception desk apparatus. It is possible to apply a configuration for outputting from the audio output unit included in the.
このよ うな構成では、 第 2の受付台装置は、 受付台装置の遠隔に設置 されていても、各受付台装置の音声を受け取り、監視することができる。 また、 監視用の音声は、 L A Nを含むデータ系回線を用いて第 2の受付 台装置に転送される。 このため、 各受付台装置と第 2の受付台装置とを 結ぶ回線を、 L A Nを含むデータ系回線のみで構成することができる（音 声用の回線を別に用意しなくて済む）。  In such a configuration, the second reception console device can receive and monitor the sound of each reception console device even if it is installed remotely from the reception console device. In addition, the monitoring voice is transferred to the second reception console using a data line including LAN. For this reason, the line connecting each reception desk apparatus and the second reception desk apparatus can be constituted only by the data system line including LAN (it is not necessary to prepare a separate line for voice).
また、 本発明は、 前記第 2の受付台装置が、 支援先の受付台装置にお ける通話の一方に対する割込指示が入力された場合に、 この支援先の受 付台装置の制御装置に対し、 割込に係る制御データを含むパケッ トを前 記データ系回線を介して送信し、 この第 2の受付台装置に含まれる音声 入力部から入力される割込音声を含む音声パケッ トを前記データ系回線 を介して前記支援先の受付台装置の制御装置に送信し、  In addition, the present invention provides the control device of the receiving stand device of the support destination when the second reception desk device receives an interrupt instruction for one of the calls at the reception desk device of the support destination. On the other hand, a packet including the control data related to the interrupt is transmitted via the above-mentioned data line, and the voice packet including the interrupt voice input from the voice input unit included in the second reception console device is transmitted. Transmitting to the control device of the reception desk device of the support destination via the data system line,
前記支援先の受付台装置が、 前記割込に係る制御データに基づいて、 前記音声バケツ トに含まれた割込音声を音声出力部から出力する構成を 適用するこ とができる。  It is possible to apply a configuration in which the reception desk device of the support destination outputs an interrupt voice included in the voice bucket from a voice output unit based on the control data related to the interrupt.
また、 本発明は、 前記第 2の受付台装置が、 支援先の受付台装置にお ける通話の双方に対する割込指示が入力された場合に、 この支援先の受 付台装置の制御装置に、 割込に係る制御データを含むバケツ トを前記デ ータ系回線を介して送信し、 この第 2の受付台装置に含まれる音声入力 部から入力される割込音声を含む音声パケッ トを前記データ系回線を介 して前記支援先の受付台装置に送信し、  In addition, the present invention provides the control device of the receiving stand device of the support destination when the second receiving stand device receives an interrupt instruction for both the call at the receiving base device of the support destination. A packet including control data related to the interrupt is transmitted via the data line, and a voice packet including an interrupt voice input from a voice input unit included in the second reception console device is transmitted. Transmitting to the support table at the support destination via the data line,
前記支援先の受付台装置が、 前記割込に係る制御データに基づいて、 前記音声パケッ トに含まれた割込音声を音声出力部から出力すると とも に、 割込音声を問い合わせ者へ向けて送信する構成を適用することがで さる。 The reception desk device of the support destination outputs an interrupt voice included in the voice packet from a voice output unit based on the control data related to the interrupt, and directs the interrupt voice to an inquirer. You can apply the configuration to send Monkey
また、 本発明は、 前記支援先の受付台装置の音声ミキシング/分配装置 が、 問い合わせ者の音声に係る音声データ， および受付者の音声データ を選択して出力可能な第 2の送話音声選択手段をさ らに含み、  In addition, the present invention provides a second transmission voice selection device, wherein the voice mixing / distribution device of the reception desk device of the support destination can select and output voice data relating to the voice of the inquirer and voice data of the receiver. Further means,
前記支援先の受付台装置の制御装置が、 支援要求に対する応答を前記 第 2の受付台装置から受け取った場合に、 前記第 2の送話音声選択手段 が問い合わせ者の音声データおよび受付者の音声データを選択して出力 するよ うに制御すると ともに、 当該音声ミキシング /分配装置から受け取 る問い合わせ者の音声および/または受付者の音声を含む音声バケツ ト を生成して前記第 2の受付台装置に送信する、 構成を適用することがで きる。  When the control device of the reception desk device of the support destination receives a response to the support request from the second reception desk device, the second transmission voice selecting means outputs the voice data of the inquirer and the voice of the reception person. In addition to controlling to select and output the data, a voice bucket including the voice of the inquirer and / or the voice of the receiver received from the voice mixing / distribution device is generated and transmitted to the second reception console device. Send, configuration can be applied.
また、 本発明は、 前記支援先の受付台装置の音声ミキシング/分配装置 が、 前記第 2の受付台装置からの音声パケッ トに含まれた割込音声の音 声データが入力され、 この割込音声の音声データを選択して出力可能な 第 2の受話音声選択手段をさらに含み、  Further, according to the present invention, the audio mixing / distribution device of the reception desk device of the support destination receives the sound data of the interrupt sound included in the voice packet from the second reception desk device, and A second received voice selecting means capable of selecting and outputting voice data of the embedded voice,
前記支援先の受付台装置の制御装置が、 前記割込に係る制御データを 含むバケツ トを受信した場合に、 この割込に係る制御データに基づいて、 前記第 2の受話音声選択手段が割込音声の音声データを選択して前記音 声出力部へ出力するよ うに制御する構成を適用することができる。  When the control device of the reception desk device of the support destination receives a bucket including the control data related to the interrupt, the second receiving voice selecting unit determines the interrupt based on the control data related to the interrupt. A configuration can be applied in which control is performed such that the voice data of the embedded voice is selected and output to the voice output unit.
また、 本発明は、 前記支援先の受付台装置の音声ミキシング/分配装置 が、 前記第 2の受付台装置からの音声パケッ トに含まれた割込音声の音 声データが入力され、 この割込音声の音声データを選択して出力可能な 第 2の受話音声選択手段をさらに含み、  Further, according to the present invention, the audio mixing / distribution device of the reception desk device of the support destination receives the sound data of the interrupt sound included in the voice packet from the second reception desk device, and A second received voice selecting means capable of selecting and outputting voice data of the embedded voice,
前記支援先の受付台装置の制御装置が、 前記割込に係る制御データを 含むバケツ トを受信した場合に、 この割込に係る制御データに基づいて、 前記第 2の受話音声選択手段が割込音声の音声データを選択して前記音 声出力部へ出力するよ うに制御すると ともに、 前記送話音声選択手段が 自身に入力される割込音声の音声データを選択して出力するよ うに制御 する構成を適用することができる。 図面の簡単な説明 When the control device of the reception desk device of the support destination receives a bucket including the control data related to the interrupt, the second receiving voice selecting unit determines the interrupt based on the control data related to the interrupt. Control so that the voice data of the interrupted voice is selected and output to the voice output unit, and that the transmission voice selecting means selects and outputs the voice data of the interrupt voice input to itself. The following configuration can be applied. BRIEF DESCRIPTION OF THE FIGURES
F i g . 1は、 本発明の実施例 1 に係る受付システムの構成例を示す 図であり ；  FIG. 1 is a diagram showing a configuration example of a reception system according to the first embodiment of the present invention;
F i g . 2は、 F i g . 1 に示した受付台装置の構成例を示す図であ り  FIG. 2 is a diagram showing a configuration example of the reception board apparatus shown in FIG.
F i g . 3は、 F i g . 1 に示した受付台装置の L C D (受付操作部） の表示例を示す図であり ；  FIG. 3 is a diagram showing a display example of an LCD (reception operation unit) of the reception board device shown in FIG. 1;
F i 2. 4は、 i g . 1に示した音声多重 HU B装置の機能説明図（タ イ ミ ングチャート）であり ； . F i 2 4 is an ig functional illustration of sound multiplex HU B apparatus shown in 1 (Thailand Mi ring chart).;
F i g . 5 A, 5 B， 5 C， 5 D, 5 Eは、 F i g . 1 に示した音声ミキ シング /分配装置のミキシング制御方式の例を示す説明図であり ；  5A, 5B, 5C, 5D, and 5E are explanatory diagrams showing examples of the mixing control method of the audio mixing / distribution device shown in FIG. 1;
F i g . 6は、 実施例 2のシステム構成例を示す図であり ；  FIG. 6 is a diagram showing an example of a system configuration according to the second embodiment;
F i g . 7は、 実施例 2における音声多重 HU B装置の構成例を示す 図であり ；  FIG. 7 is a diagram showing a configuration example of a voice multiplexing HUB device in the second embodiment;
F i g . 8は、 実施例 3のシステム構成例を示す図であり ；  FIG. 8 is a diagram showing a system configuration example of the third embodiment;
F i g . 9は、 実施例 3における受付台装置の構成例を示す図であり ； F i g . 1 0は、 従来技術の説明図であり ；  FIG. 9 is a diagram showing a configuration example of a reception board device according to the third embodiment; FIG. 10 is an explanatory diagram of a conventional technique;
F i g . 1 1は、 従来技術の説明図である。 発明を実施するための最良の形態  FIG. 11 is an explanatory diagram of the related art. BEST MODE FOR CARRYING OUT THE INVENTION
以下、 図面を参照して本発明を実施するための最良の形態を説明する。 実施の形態の構成は例示であり、 本発明は実施の形態の構成に限定され ない。  Hereinafter, the best mode for carrying out the present invention will be described with reference to the drawings. The configuration of the embodiment is an exemplification, and the present invention is not limited to the configuration of the embodiment.
〔概要〕  〔Overview〕
本発明の実施形態は、 従来の問題点を解決する為、 下記の仕組みを追 加する。  The embodiment of the present invention adds the following mechanism to solve the conventional problems.
( 1 )隣接する他受付台の通話モニタや通話割込の音声は L AN ( V o I P )経由で行わず、音声遅延の無い T DM処理で行う仕組みを追加する。 ( 2 ) V o I P デー タ と 時分割多重化 '（ T D M : Time Division Multiplexing)したデータの音声を自由に合成（ミ キシング /分配）でき る仕組みを追加する。 (1) Add a mechanism to perform TDM processing without voice delay without using voice monitoring and voice interrupt of the other reception desks adjacent via LAN (VoIP). (2) Add a mechanism that can freely mix (mix / distribute) the voice of V o IP data and time-division multiplexed (TDM) data.
(3 )全受付台の音声データ（通話内容を含む）を多重化し、 全受付台に多 重化した T DMデータを並列に出力する仕組みを追加する。  (3) Add a mechanism to multiplex the voice data (including the call content) of all reception desks and output the multiplexed TDM data to all reception desks in parallel.
(4 )電話局（キャ リア）経由の通話音声（V o I P)と制御データ （T DM ミ キシングポイン ト設定やキヤ リ ア網の呼接続データ）は高度なアプリ ケーシヨ ンサービス（着信 Z応答ノ再呼/転送/保留ノ通話録音再生）を 提供できるように、 L AN経由で通信を行う仕組みを追加する。  (4) Call voice (VoIP) and control data (TDM mixing point settings and carrier network call connection data) via the telephone office (carrier) are transmitted to the advanced application service (Z-incoming response). A mechanism to communicate via LAN is added so that recall / transfer / hold call recording / playback can be provided.
(5 )上述した仕組みは、 音声ミキシング /分配装置と音声多重 HU B (T (5) The mechanism described above is based on audio mixing / distribution equipment and audio multiplexing HUB (T
DM)装置と受付台（ 「指令台」 ともいう）用の P Cと L ANで実現し、 シ ステム構成を簡素化して実現する。 It is realized with PCs and LANs for DM) equipment and reception desks (also called “command desks”), and realizes a simplified system configuration.
〔実施例 1〕  (Example 1)
F i g . 1 は、実施例 1に係る受付システムの構成例を示す図である。 F i g . 1 には、 外部から電話網（キヤリァ網）を介して消防や警察等の 緊急通報を受け付ける指令センタに設置される受付システムが示されて いる。  FIG. 1 is a diagram illustrating a configuration example of a reception system according to the first embodiment. Fig. 1 shows a reception system installed at a command center that receives emergency calls from fire and police, etc. via the telephone network (carrier network) from outside.
指令センタは、 キヤ リァ網から伝達される通報者からの音声通報を受 け付けるための複数（n個（nは 1以上の整数） ： F i g . 1では n = 3 0 (# l〜 # 3 0 ))の受付台を備えている。 各受付台のオペレータは、 通報 者からの通報を受付者と して受け付ける（応答する）ことができる。 また、 各受付台のオペレータは、 他の受付台における通話をモニタ したり、 そ の通話に割り込んだりすることができる。 割込には、 或る受付台のオペ レータが他の受付台における通報者と受付者との通話に対し、 受付者側 にのみ割り込む 「扱者割込（受付者割込）」 と、 通報者と受付者との双方 に割り込む 「両者割込」 とがある。 さらに、 各受付台のオペレータは、 指令センタとデータ系回線を通じて接続されている出張所に対し、 通話 に基づく指示等を連絡することもできる。  The command center receives multiple voice reports from the caller transmitted from the carrier network (n (n is an integer of 1 or more): Fig. 1 n = 3 0 (# l ~ # 30)) reception desk. The operator at each reception desk can receive (respond to) the report from the reporter as the recipient. In addition, the operator at each reception desk can monitor the call at the other reception desk or interrupt the call. An operator at one reception desk interrupts only the reception side when the call between the caller and the receptionist at another reception desk is called “handler interruption (receptionist interruption)”. There is “both interruption” that interrupts both the caller and the recipient. Furthermore, the operator at each reception desk can notify the branch office connected to the command center via a data line with instructions based on telephone calls.
出張所は、 指令センタの L AN 1 1に接続されたルータ 1 2 と専用回 線（データ， 音声 V o I P統合） 1 3を介して接続されるルータ 1 4 と、 ルータ 1 4に接続される出張所用 P C 1 5 と、 出張所用 P C 1 5に接続 される L C D (受付操作部） 1 6 と、 出張所 P C 1 5に接続されるアンプ 1 7 と、 アンプ 1 7に接続されるスピーカ 1 8 とを備えている。 このよ うな構成によって、 出張所では、 P C 1 5が指令センタからの指示音声 を含む音声パケッ トをルータ 1 4を介して受信し、 音声パケッ トに含ま れた音声がアンプ 1 7で増幅されス ピーカ 1 8から出力される。 このよ うにして、出張所の署員は、指令センタからの指示を聞く ことができる。 指令センタ における受付システムは、 キヤ リ ァの電話網に接続される V o I Pゲー トウェイ装置（ 「V o I P_GW」 とも表記） 1 0 と、 受付台 毎に用意された受付台装置 2 0 (2 0 # l 〜 2 0 # n )と、 音声多重 HU B装置（T DM) 3 0 とを備えている。 The branch office has a dedicated circuit with a router 12 connected to LAN 11 of the command center. Router 14 connected via line (data, voice Vo IP integration) 13, PC 15 for branch office connected to router 14, LCD connected to PC 15 for branch office (Reception operation Section 16), an amplifier 17 connected to the PC 15 of the branch office, and a speaker 18 connected to the amplifier 17. With such a configuration, at the branch office, the PC 15 receives the voice packet including the voice from the command center via the router 14, and the voice included in the voice packet is amplified by the amplifier 17 and switched. Output from peaker 18. In this way, the branch office staff can hear instructions from the command center. The reception system at the command center consists of a Vo IP gateway device (also referred to as “Vo IP_GW”) 10 connected to the carrier's telephone network and a reception device 20 prepared for each reception device. 20 # l to 20 # n) and a voice multiplexing HUB device (TDM) 30.
各受付台装置 2 0は、 それぞれ同様の構成を有している。 各受付台装 置 2 0は、 L AN 1 1 を介して V o I Pゲー トゥエイ装置 1 0に接続さ れる制御装置と しての受付台用のコ ンピュータ（受付台用 P C) 2 1 (以 下、 「 P C 2 1」 と表記）と、 P C 2 1 に接続され受付操作部と して機能 する液晶ディスプレイ（L C D) 2 2 と、 P C 2 1および音声多重 HU B 装置 3 0に接続される音声ミ キシング/分配装置 2 3 と、 音声ミ キシング /分配装置 3 0に接続されたプレス ト （へッ ドセッ ト） 2 4 とを備えてい る。  Each reception board device 20 has the same configuration. Each reception desk device 20 is a computer for a reception desk (PC for reception desk) 2 1 (hereinafter referred to as a PC for a reception desk) as a control device connected to the VoIP gateway device 10 via the LAN 11. (Referred to as “PC 21” below), a liquid crystal display (LCD) 22 connected to PC 21 and functioning as a reception operation unit, and connected to PC 21 and audio multiplexing hub device 30. An audio mixing / distribution device 23 and a presto (headset) 24 connected to the audio mixing / distribution device 30 are provided.
ブレス ト 2 4は、 受付者（受付台のオペレータ）が通報者（問い合わせ 者）等と会話を行うために頭部に装着する送受話器である。 ブレス ト 2 4 は、 耳部に配置される受話部（ス ピーカ ： 音声出力部） 2 4 Aと、 口部に 配置される送話部（マイク ： 音声入力部） 2 4 B とを有している。  Breast 24 is a handset that the receiver (operator of the reception desk) wears on the head to talk with the caller (inquirer). The bracelet 24 has a receiving part (speaker: voice output part) 24 A arranged in the ear part and a transmitting part (microphone: voice input part) 24 B arranged in the mouth part. ing.
音声ミキシング /分配装置 2 3は、 P C 2 1からの制御情報に基づいて、 ブレス ト 2 4からの音声（受付者等の音声）， 音声多重 HU B装置 3 0か らの音声（他受付台の音声）， P C 2 1からの音声（通報者の音声）をミキ シングおよび分配する。 すなわち、 音声ミキシング /分配装置 2 3は、 通 報者（V o I P-GW 1 0 )の音声を受付者へ出力する。 このとき、 通報者 の音声は、 サウンドカー ド（P C 2 1内蔵 ： F i g . 2 )→音声ミキシン グ分配装置 2 3→プレス ト 2 4のルー トで伝達される。 また、 音声ミキ シング /分配装置 2 3は、 受付者の音声を通報者へ出力する。 このとき、 受付者の音声は、 ブレス ト 2 4→音声ミキシング/分配装置 2 3→受付台 用 P C内蔵サウンドカー ド→V o I Pゲー トウェイ装置 1 0のルー トで 伝達される。 The sound mixing / distributing device 23 receives the sound from the breast 24 (the sound of the receiver, etc.) and the sound from the sound multiplexing HUB device 30 (the other receiving board) based on the control information from the PC 21. And the sound from the PC 21 (the caller's voice) is mixed and distributed. That is, the sound mixing / distribution device 23 outputs the sound of the notifier (VoIP-GW10) to the receiver. At this time, the caller The sound is transmitted via the sound card (PC 21 built-in: Fig. 2) → sound mixing distribution device 23 → prest 24. In addition, the sound mixing / distribution device 23 outputs the voice of the receiver to the caller. At this time, the voice of the receptionist is transmitted through the route of the breast 24 → the sound mixing / distribution device 23 → the sound card built into the PC for the reception desk → Vo IP gateway device 10.
音声多重 HU B装置 3 0は、各受付台の音声ミキシング /分配装置 2 3 から音声データをそれぞれ受信し、 少なく とも n個（全ての受付台分）用 意されたタイムスロ ッ ト（例えば、受付台毎に 1 c h (チャネル）が用意さ れる）で、 全受付台の音声データを時分割多重（T DM)する。また、 音声 多重 HU B装置 3 0は、 時分割多重された音声データを全受付台の音声 ミキシング/分配装置 2 3へ並列に出力する。  The audio multiplexing hub device 30 receives the audio data from the audio mixing / distribution device 23 of each reception desk, respectively, and prepares at least n (for all reception desks) time slots (for example, reception desks). One channel (channel) is prepared for each unit), and time-division multiplexing (TDM) of audio data from all reception units. Further, the audio multiplexing hub device 30 outputs the time-division multiplexed audio data to the audio mixing / distribution devices 23 of all reception boards in parallel.
P C 2 1および L C D 2 2は、 V o I P (通報者—受付者）で通信され る通話音声と、 音声ミキシング /分配装置 2 3で音声加算される加算用の 音声データ とを制御する。 また、 P C 2 1および L C D 2 2は、 T C P / I Pで制御通信される 1 1 9番（消防署）や 1 1 0番（警察署）への着信、 応答、 再呼、 切断機能おょぴ釦操作情報の通知ゃ釦表示を制御する機能 も持つ。  The PC 21 and the LCD 22 control the call voice communicated by VoIP (notifier-recipient) and the voice data for addition which is voice-added by the voice mixing / distribution device 23. In addition, the PC 21 and the LCD 22 can receive, answer, recall, and disconnect from the 119 (fire department) and 110 (police station), which are controlled and communicated by TCP / IP. It also has a function to control the display of the operation information notification button.
V o I Pゲー トウェイ装置 1 0は、 キヤ リァ網（電話網）と受付台用 P C 2 1 のインターフェイス装置とを結び、 キャリア網の緊急通報回線（1 1 9 / 1 1 0番等）への着信を検出し、全ての P C 2 1へ L AN 1 1 を通 じて通知する。 また、 V o I Pゲー トウェイ装置 1 0は、 各受付台の再 呼び出し（リ ダイヤル）機能 （キヤ リァの加入者（通報者）が切断を行った 場合、 受付台から リ ンガー呼び出しを行う機能） /復旧操作によ り キヤ リァの緊急通報回線に再呼 Z切断信号を送出する機能を有する。 また、 The V o IP gateway device 10 connects the carrier network (telephone network) with the interface device of the PC 21 for the reception desk, and connects to the emergency call line (number 119/110, etc.) of the carrier network. Detects incoming calls and notifies all PCs 21 via LAN 11 1. In addition, the V o IP gateway device 10 has a function of recalling (redialing) each reception desk (a function of making a ringer call from the reception desk when a carrier subscriber (reporter) disconnects). It has a function to send a recall Z disconnect signal to the carrier's emergency call line by the / recovery operation. Also,
V o I Pゲー トウェイ装置 1 0は、 通報者からの音声に係る音声信号ま たは音声データを受信してその音声を含む音声バケツ トを生成し特定の 受付台に L AN 1 1 を介して転送する機能、 L AN 1 1から受信した音 声パケッ トを音声データ又は音声信号に変換して通報者へ向けて送出す る機能を持つ。 The Vo IP gateway device 10 receives a voice signal or voice data relating to voice from the caller, generates a voice bucket including the voice, and sends the voice packet to a specific reception desk via the LAN 11. Transfer function, converts voice packets received from LAN 11 into voice data or voice signals and sends them to the caller It has a function to
〔詳細構成〕  (Detailed configuration)
F i g . 2は、 F i g . 1に示した受付台装置 2 0の詳細な構成例を 示す図である。 F i g . 2に示すよ うに、 P C 2 1は、 V o I Pゲー ト ウェイ装置 1 0が接続された L AN 1 1 を収容する L ANイ ンターフエ イスと、 L C D 2 2 と接続するためのイ ンターフェイスとを有している。  FIG. 2 is a diagram showing a detailed configuration example of the reception console device 20 shown in FIG. As shown in FIG. 2, the PC 21 has a LAN interface containing the LAN 11 to which the Vo IP gateway device 10 is connected, and an interface for connecting to the LCD 22. Interface.
P C 2 1は、 図示しないが、 C P U等のプロセッサ、 主記憶装置、 補 助記憶装置等を持つ。 プロセッサが補助記憶装置に記憶された様々なプ 口グラムを実行することによって、 V o I P- GW 1 0を介した通報者か らの呼制御や、 V o I P -G W 1 0 との間で L ANを介して音声パケッ ト を送受信する機能を実現する。  Although not shown, the PC 21 has a processor such as a CPU, a main storage device, an auxiliary storage device, and the like. The processor executes various programs stored in the auxiliary storage device to control a call from a caller via the V IP-GW 10 and to establish a connection with the V IP-GW 10. This implements the function of transmitting and receiving voice packets via LAN.
また、 P C 2 1 は、 L AN 1 1からの音声パケッ トに含まれた音声デ ータを音声信号（アナログ）に変換して出力したり、 外部から入力される 音声信号（アナログ）を音声データに変換したりするためのサウンドカー ド 2 1 Aを備えている。 このよ う に、 P C 2 1 は、 V o I P端末（ I P電 話端末）と して機能する。  The PC 21 converts the audio data included in the audio packet from the LAN 11 into an audio signal (analog) and outputs the audio signal, or converts an externally input audio signal (analog) into an audio signal. It has a sound card 21 A for converting it to data. Thus, PC 21 functions as a Vo IP terminal (IP telephone terminal).
L C D 2 2は、 複数の釦を持つタツチパネルと して構成されており、 呼制御、 通話モニタ、 割込等の機能を実現するための、 F i g . 3に示 すよ うなユーザ · インターフェイ スを実現する。  The LCD 22 is configured as a touch panel having a plurality of buttons. The user interface as shown in FIG. 3 for realizing functions such as call control, call monitoring, and interrupts. To achieve.
F i g . 3に示す表示例では、 L C D 2 2は、 ユーザ · インターフエ イスと して、 受付台（指令台）毎に用意されたモニタ釦と、 「扱者割込」 釦 と、 「両者割込」 釦と、 緊急番号（この例では 1 1 9番）に対する複数の回 線釦とを備えている。 また、 L C D 2 2は、 回線操作部と して、 「救援要 求」釦と、 「遠隔救援要求」釦と、 「 1 1 9番受付」釦と、 「再呼ぴ」釦と、 「切断」 釦とを備えている。 各釦は、 点灯、 点滅、 消灯、 表示色等によ り、各釦に割り当てられた機能に係る状態を示すよ うに構成されている。 各釦の機能は次の通りである。  In the display example shown in FIG. 3, the LCD 22 is a user interface, a monitor button prepared for each reception desk (command desk), a “handler interrupt” button, and “ An "interrupt" button and a plurality of line buttons for an emergency number (number 119 in this example) are provided. In addition, the LCD 22 is provided with a “Rescue Request” button, a “Remote Rescue Request” button, a “Receive No. 9” button, a “Recall No.” button, and a “Disconnect” Button. Each button is configured to indicate a state related to a function assigned to each button by lighting, blinking, turning off, a display color, or the like. The function of each button is as follows.
各モニタ釦は、 他の受付台の通話のモニタ操作を行うための釦群であ る。 各モニタ釦は、 消灯状態で 「未使用」 （モニタされていない）状態を 示す。 点滅中（1 2 0 INT)では、 その釦に対応する受付台が救援を要求し ていること （ 「救援要求中」 ）を示す。 点滅中に当該釦が押されると 「モ ニタ中」 を示す連続点灯状態となる。 連続点灯状態で当該釦が押される と、 「モニタ解除（未使用）」 状態となり、 消灯状態に戻る。 Each monitor button is a group of buttons for performing a monitor operation of a call on another reception board. Each monitor button turns off and is “unused” (not monitored). Show. While blinking (120 INT), it indicates that the reception desk corresponding to that button is requesting rescue ("requesting rescue"). When the button is pressed while the light is blinking, the light is turned on continuously indicating "monitoring". When the button is pressed in the continuous lighting state, the monitor is released (unused) and returns to the light-off state.
扱者割込釦は、 他の受付台における通話の受付者側へ割り込むための 釦である。 扱者割込釦は、 消灯状態で 「未使用」 を示す。 「モニタ中」 で 当該釦が押されると、 連続点灯状態に遷移する。 この連続点灯状態は 「扱 者割込中」 を示す。 「扱者割込中」 で当該釦が押されると、 「扱者割込解 除」 となり、 消灯状態に遷移する。  The handler interrupt button is a button for interrupting the call reception side of another reception desk. The operator interrupt button indicates “unused” in the unlit state. When the button is pressed in “monitoring”, the state changes to the continuous lighting state. This continuous lighting state indicates “operator interrupting”. When the button is pressed while “operator interrupt is in progress”, “operator interrupt is released” and the state is turned off.
両者割込釦は、 他の受付台における通話の双方へ割り込むための釦で ある。 両者割込釦は、 消灯状態で 「未使用」 を示す。 「モニタ中」 で当該 釦が押される と、 連続点灯状態に遷移する。 この連続点灯状態は 「両者 割込中」 を示す。 「両者割込中」 で当該釦が押されると、 「両者割込解除」 となり、 消灯状態に遷移する。  The two-way interrupt button is a button for interrupting both sides of a call at another reception desk. Both interrupt buttons indicate “unused” when turned off. When the button is pressed in “monitoring”, the state changes to the continuous lighting state. This continuous lighting state indicates “both interrupts”. When the button is pressed in “both interrupts”, “both interrupts are released”, and the state transits to the unlit state.
各回線釦は、 地域 y (この例では y = A〜G )毎に用意された複数の（m ( m本の）回線（mは 1以上の整数 ： この例では m == 1 〜 4 )に対する緊急 通報（ 1 1 9番）の着信に対する操作を行うための釦である。 当該釦は、 消灯状態で 「空き（未着信）」 を示す。 当該釦が赤色点滅している状態は、 その釦に対応する回線に通報が着信している状態（ 「 1 1 9番着信中」 ） を示す。 赤色点滅中の当該釦または 1 1 9番受付釦が押されると、 当該 着信に応答したことになり、 「通話中」 を示す赤色連続点灯状態となる。 赤色連続点灯状態で切断釦が押されると、 「切断」 となり消灯状態に遷移 する。 また、 当該釦が黄色で点灯している状態は、 他の受付台で通話中 であることを示す。  Each line button has a plurality of (m (m) lines (m is an integer of 1 or more: m == 1 to 4 in this example) prepared for each region y (y = A to G in this example). This button is used to perform an operation for an incoming emergency call (No. 119) to this button.The button is turned off and indicates "vacant (not received)." Indicates that a call has arrived on the line corresponding to the button (“11.19 incoming”) When the red flashing button or the 119th accept button is pressed, the incoming call is answered. When the disconnect button is pressed in the red continuous lighting state, the state changes to "disconnect" and the state changes to the unlit state, and the button is lit in yellow. Indicates that a call is in progress at another reception desk.
救援要求釦は、 指令センタ内の他の受付台に救援（支援）を求める場合 に使用される。 消灯状態で 「未使用」 を示す。 消灯状態で当該釦が押さ れると、 点灯状態に遷移する。 点灯状態は 「救援要求中」 を示す。 或る 受付台で救援要求釦が点灯している間は、他の受付台の L C Dにおいて、 当該受付台に対応するモニタ釦が点滅状態となる。 なお、 他の受付台が 救援要求を受け付けると、 自動的に消灯する。 The rescue request button is used to request rescue (support) from another reception desk in the command center. Indicates “unused” when turned off. When the button is pressed in the unlit state, the state transits to the lit state. The lit status indicates “rescue request”. While the rescue request button is lit at a certain reception board, the monitor button corresponding to the reception board on the LCD of another reception board blinks. In addition, other reception desks Turns off automatically when a rescue request is received.
遠隔救援釦は、 遠隔（指令センタ外）に存する他の受付台に救援（支援） を要求する場合に使用される。 遠隔救援釦は、 消灯状態で 「未使用」 を 示す。 消灯状態で当該釦が押されると、 点灯状態となる。 点灯状態は 「救 援要求中」 を示す。 このとき、 遠隔に存する救援要求先の他の受付台（後 述）の L C Dにおいて、 当該受付台に対応するモニタ釦が点滅状態となる。 なお、 他の受付台が救援要求を受け付けると、 自動的に消灯する。  The remote rescue button is used when requesting rescue (support) from another reception desk located remotely (outside the command center). The remote rescue button indicates “unused” when turned off. When the button is pressed in the unlit state, the button is turned on. The lit status indicates “Rescue requested”. At this time, the monitor button corresponding to the reception desk at the remote reception request destination LCD at another reception desk (described later) blinks. It turns off automatically when another reception desk accepts the rescue request.
1 1 9番受付釦は、 通報の着信に応答する（受け付ける）ための釦であ る。 消灯状態で 「未使用」 を示す。 点滅状態（1 2 O INT)は、 点滅してい る回線釦に対応する回線に通報が着信していることを示す。 点灯状態は、 「通話中」 を示す。 なお、 点灯状態で切断釦が押されると消灯状態に遷 移する。  The 119th acceptance button is a button for responding (accepting) an incoming call. Indicates “unused” when turned off. The blinking state (1 2 O INT) indicates that a notification has arrived on the line corresponding to the blinking line button. The lit state indicates "in a call". Note that if the disconnect button is pressed in the lit state, the state changes to the unlit state.
再呼ぴ釦は、 受付者が通報者を呼び出す場合に使用される。 再呼び釦 は、 消灯状態で 「未使用」 を示す。 通話を通報者よ り も先に切断した場 合において、 当該釦が押されると、 通報者に対する発信が行われ、 通報 者を呼び出すことができる。 再呼び釦は、 押している間のみ点灯し、 押 し下げを止めると消灯する。  The recall button is used when the caller calls the reporter. The recall button indicates “unused” when turned off. When the call is disconnected before the caller and the button is pressed, a call is made to the caller and the caller can be called. The recall button lights only while the button is pressed, and turns off when the button stops being pressed.
切断釦は、 通話を切断するために使用される。 「通話中」 において、 切 断釦が押されると、 通報者との通話が受付者側から切断される。  The disconnect button is used to disconnect the call. When the disconnect button is pressed in “during a call”, the call with the caller is disconnected from the callee.
なお、 受付台装置を操作するための装置の構成は、 既存の様々なもの を適用することが可能である。  Various existing configurations can be applied to the configuration of the device for operating the reception desk device.
P C 2 1 (のプロセッサ）は、 イ ンターフェイスを介して音声ミキシン グ /分配装置 2 3のマイクロコンピュータ（処理部：制御手段） 4 8に接続 されている。 また、 サウンドカー ド 2 1 Aの音声信号の入力部おょぴ出 力部は、 インターフェイスを介して音声ミ キシング/分配装置 2 3に接続 されている。  The PC 21 (processor) is connected to a microcomputer (processing unit: control means) 48 of the audio mixing / distribution device 23 via an interface. Also, the input section and the output section of the audio signal of the sound card 21A are connected to the audio mixing / distributing device 23 via an interface.
音声ミキシング /分配装置 2 3は、 サウンドカード 2 1 Aの音声出力部 とイ ンターフェイスを介して接続される A / D変換部（P C Mコーデッ ク） 4 1 と、 A / D変換部 4 1 に接続される受話音声加算部 4 2 (受話音声 選択手段）と、 受話音声加算部 4 2に接続される A/D変換部（P CMコー デック） 4 3 とを備えており、 /0変換部 4 3は、 インターフェイ スを 介してブレス ト 2 4の受話部 2 4 Aに接続されている。 The audio mixing / distribution device 23 is connected to an A / D converter (PCM codec) 41 and an A / D converter 41 connected to the audio output unit of the sound card 21 A via an interface. Connected received voice adder 4 2 (received voice Selection means) and an A / D conversion section (PCM codec) 43 connected to the reception voice addition section 42. The / 0 conversion section 43 is connected via a 24 are connected to 24 A receiver.
A /D変換部 4 1 は、サウンドカード 2 1 Aからの音声信号（アナ口グ） を P C M (Pulse Code Modulation)データ（ 「音声データ」 ともいう）に変 換する。 受話音声加算部 4 2は、 A/D変換部 4 1から入力される音声デ ータと、 音声多重 HU B装置 3 0から入力される音声データとに対する 加算処理（選択および出力）を行う。 A /D変換部 4 3は、 受話音声加算部 4 2からの音声データを音声信号（アナログ）に変換し、 受話部 2 4 Aへ 出力する。  The A / D converter 41 converts an audio signal (analog) from the sound card 21A into PCM (Pulse Code Modulation) data (also referred to as "audio data"). The reception voice addition unit 42 performs an addition process (selection and output) on the voice data input from the A / D conversion unit 41 and the voice data input from the voice multiplexing hub device 30. The A / D conversion section 43 converts the voice data from the reception voice addition section 42 into a voice signal (analog) and outputs it to the reception section 24A.
以上の構成によって、 P C 2 1 (V o I P -G W 1 0 )からの音声（通報 者の音声）が上記した各部を通って受話部 2 4 Aから出力される。 また、 受話部 2 4 Aは、 受話音声加算部 4 2で加算される音声多重 HU B装置 3 0からの音声（他の受付台からのモニタ又は割込音声）を出力すること もできる。  With the above configuration, the voice from the PC 21 (Vo IP -GW 10) (voice of the caller) is output from the receiver 24A through the above-described units. Further, the receiver 24A can also output the sound from the sound multiplexing hub device 30 added by the received sound adder 42 (monitor or interrupt sound from another reception board).
また、 音声ミキシング /分配装置 2 3は、 ブレス ト 2 4の送話部 2 4 B とイ ンターフ ェイ スを介して接続される A/D変換部（P C Mコーデッ ク） 4 4 と、 A/D変換部 4 4に接続される送話音声加算部 4 5 (送話音声 選択手段）と、 送話音声加算部 4 5に接続される A/D変換部（P CMコー デック） 4 6 とを備えており、 A /D変換部 4 6は、 インターフェイ スを 介してサウンドカード 2 1 Aの音声入力部に接続されている。  Also, the audio mixing / distribution device 23 includes an A / D conversion unit (PCM codec) 44 connected to the transmission unit 24 B of the brace 24 via an interface, and an A / D converter. A transmission voice addition unit 45 (transmission voice selection means) connected to the D conversion unit 44 and an A / D conversion unit (PCM codec) 46 connected to the transmission voice addition unit 45 The A / D conversion section 46 is connected to the sound input section of the sound card 21A via an interface.
A/D変換部 4 4は、送話部 2 4 Bから入力される音声信号（アナ口グ） を P CMデータ（音声データ）に変換する。 送話音声加算部 4 5は、 A/ D変換部 4 4から入力される音声データと、 音声多重 HU B装置 3 0か ら入力される音声データとに対する加算処理（選択および出力）を行う。 The A / D converter 44 converts the voice signal (analog) input from the transmitter 24B into PCM data (voice data). The transmission voice addition unit 45 performs an addition process (selection and output) on the voice data input from the A / D conversion unit 44 and the voice data input from the voice multiplexing hub device 30.
/0変換部 4 6 は、 送話音声加算部 4 5から P CMデータを音声信号 (アナログ）に変換しサウンドカード 2 1 Aの音声入力部へ出力する。 これによつて、 送話部 2 4 Bから入力された音声（受付者の音声）は、 上記の各部を通つてサウンドカー ド 2 1 Aに入力され、 P C 2 1 におい て当該音声を含む音声パケッ トが生成され、 L AN 1 1 を介して V o I P -G W 1 0へ送出される。 V o I P -G W 1 0は、 音声バケツ トを音声 データに変換してキャ リ ア網へ送出する。 このよ うにして、 受付者の音 声が通報者へ伝達される。 このとき、 送話音声加算部 4 5が音声多重 H U B装置 3 0からの P CM信号（他の受付台からの割り込み音声）を加算 した場合には、 この割り込み音声も受付者の音声と同様に通報者へ伝達 される。 The / 0 conversion section 46 converts the PCM data from the transmission voice addition section 45 into a voice signal (analog) and outputs the voice signal to the voice input section of the sound card 21A. As a result, the voice (receptionist's voice) input from the transmitting section 24 B is input to the sound card 21 A through the above-described sections and transmitted to the PC 21. Thus, a voice packet including the voice is generated, and transmitted to VoIP-GW 10 via LAN 11. The V o IP-GW 10 converts the voice bucket into voice data and sends it to the carrier network. In this way, the voice of the receptionist is transmitted to the caller. At this time, if the transmission voice addition unit 45 adds the PCM signal (interruption voice from another reception desk) from the voice multiplex HUB device 30, this interruption voice is also similar to the voice of the receiver. It is communicated to the caller.
さ らに、 音声ミキシング /分配装置 2 3は、 A /D変換部 4 1および A/ D変換部 4 4からの P C M信号が入力される H U B音声加算部 4 7 (転 送音声選択手段）を備えている。 HU B音声加算部 4 7は、 A/D変換部 4 1および A/D変換部 4 4のそれぞれから入力される P CM信号（音声 データ）を入力順でそのまま（垂れ流しで）、 音声多重 HU B装置 3 0に送 出する。  Further, the audio mixing / distribution device 23 includes a HUB audio addition unit 47 (transfer audio selection means) to which PCM signals from the A / D conversion unit 41 and the A / D conversion unit 44 are input. Have. The HU B audio addition unit 47 performs the audio multiplexing HU on the PCM signal (audio data) input from each of the A / D conversion unit 41 and the A / D conversion unit 44 in the input order as it is (drip-off). B Send to device 30.
音声多重 HU B装置 3 0は、各受付台の音声ミキシング /分配装置 2 3 とイ ンターフェイ スを介して接続されている。 音声多重 HU B装置 3 0 は、 各音声ミキシング /分配装置 2 3から出力される音声データ（P CM 信号）を受信して時分割多重化する音声多重部 3 1 と、 時分割多重化され た音声データ（以下、 「T DMデータ」 と呼ぶこともある）を各音声ミキシ ング /分配装置 2 3へ分配送出する分配部 3 2 とを備えている。  The audio multiplexing hub device 30 is connected to the audio mixing / distribution device 23 of each reception board via an interface. The audio multiplexing hub device 30 receives the audio data (PCM signal) output from each audio mixing / distributing device 23 and performs time division multiplexing with the audio multiplexing unit 31 and time multiplexing. A distribution unit 32 for distributing and transmitting audio data (hereinafter, also referred to as “TDM data”) to each audio mixing / distribution device 23 is provided.
F i g . 4は、 音声多重 HU B装置 3 0の機能説明図である。 F i g . 4に示すよ うに、 音声多重 HU B装置 3 0は、 少なく とも自身が収容す る受付台装置毎（全受付台分）のチャネル（タイムスロ ッ ト（T S ))を用意 している。 音声多重部 3 1は、 各受付台の音声ミキシング /分配装置 2 3 から入力される音声データを、 各受付台に割り 当てられたタイムスロ ッ ト（チャネル）にそれぞれ格納する。このよ うにして、音声多重部 3 1 は、 各受付台からの音声データを時分割多重する。 分配部 3 2は、 時分割多 重された音声データ（T DMデータ）を全ての受付台に並列に出力する。 各受付台へ分配された T DMデータ（各受付台の音声データ）は、 上述し たよ うに、 受話音声加算部 4 2および送話音声加算部 4 5に入力される。 このよ う に、 音声多重 HU B装置 3 0は、 全受付台の音声データを時分 割多重して各受付台装置 2 0に並列に与える。 これによつて、 各受付台 装置 2 0 (の音声ミキシング /分配装置 2 3 )には、他の受付台からの音声 データ（モニタまたは割込用の音声データ）が殆ど遅延無く与えられる。 そして、音声ミキシング /分配装置 2 3に入力される他の受付台からの音 声に対する出力を制御することで、 遅延無くモニタや割込用の音声をブ レス ト 2 4から出力することができる。 FIG. 4 is an explanatory diagram of functions of the voice multiplexing hub device 30. As shown in Fig. 4, the audio multiplexing hub device 30 has at least a channel (time slot (TS)) for each reception desk device (for all reception desks) accommodated by itself. . The audio multiplexing unit 31 stores the audio data input from the audio mixing / distributing device 23 of each reception desk in a time slot (channel) assigned to each reception desk. In this way, the audio multiplexing unit 31 time-division multiplexes the audio data from each reception desk. The distribution unit 32 outputs the time-division multiplexed audio data (TDM data) to all reception boards in parallel. The TDM data (voice data of each reception board) distributed to each reception board is input to the reception voice addition section 42 and the transmission voice addition section 45 as described above. As described above, the audio multiplexing hub device 30 time-division multiplexes the audio data of all the reception boards and gives the data to each reception board apparatus 20 in parallel. As a result, the audio data (monitor or interrupt audio data) from the other reception desks is given to each reception desk apparatus 20 (the sound mixing / distribution apparatus 23 3) with almost no delay. Then, by controlling the output of the sound from other reception desks input to the sound mixing / distributing device 23, the sound for monitoring and interruption can be output from the breast 24 without delay. .
また、 音声ミ キシング/分配装置 2 3 のマイ ク ロ コンピュータ 4 8 は、 制御バスを介して受話音声加算部 4 2， 送話音声加算部 4 5， HU B音 声加算部 4 7に接続されている。 マイク ロ コンピュータ 4 8は、 P C 2 1からの指示（制御情報）に従って、 受話音声加算部 4 2 , 送話音声加算 部 4 5における通報者の音声データ， 受付者の音声データ， および音声 多重 HU B装置 3 0からの音声データに対する加算処理（選択および出 力）を制御する。 また、 マイクロコンピュータ 4 8は、 P C 2 1からの指 示（制御情報）に従って、 HU B音声加算部 4 7における加算処理（音声多 重 HU B装置 3 0に対する音声データの送出処理）を制御する。  The micro computer 48 of the audio mixing / distribution device 23 is connected to the receiving voice adding unit 42, the transmitting voice adding unit 45, and the HUB voice adding unit 47 via the control bus. ing. According to the instructions (control information) from the PC 21, the micro computer 48 sends the caller's voice data, the receiver's voice data, and the voice multiplex HU in the receiving voice adding section 42 and the transmitting voice adding section 45. Controls the addition process (selection and output) for the audio data from B device 30. Further, the microcomputer 48 controls the addition processing (sending processing of audio data to the audio multiplexing HUB device 30) in the HUB audio addition section 47 in accordance with an instruction (control information) from the PC 21. .
各受付台用 P C 2 1 は、 L C D 2 2の操作内容に従って生成される音 声ミ キシング/分配装置 2 3 の制御データをマイ ク ロ コンピュータ 4 8 に与える。 マイク ロ コンピュータ 4 8は、 制御情報に従って、 加算処理 を制御する。  The PC 21 for each reception board supplies the control data of the audio mixing / distribution device 23 generated according to the operation content of the LCD 22 to the micro computer 48. The microcomputer 48 controls the adding process according to the control information.
具体的に説明すると、 音声ミキシング /分配装置 2 3は、 例えば、 F i g . 5 Aに示すよ うな加算制御用のフラグ管理テーブルを有している。 フラグ管理テーブルは、 受付台毎に用意される小テーブルの集合で構成 されている。各小テーブルは、当該受付台における送話音声加算部 4 5， 受話音声加算部 4 2 , および HU B音声加算部 4 7に対する通報者の音 声データ， 受付者の音声データ， および各受付台（# 1〜# 3 0 )の音声 データの加算/不可算（O F F (0または空欄） =不可算， Ο Ν ( 1 または 〇） =加算）を示すフラグを格納する。 但し、 F i g . 5において、 斜線 が引かれている部分は、 該当するフラグがないことを示す。 例えば、 F i g . 5 Aでは、 受付台 # 1の小テーブルにおいて、 HU B音声加算部 4 7に対する受付者のフラグがオンとなっており、 通報者 のフラグがオフとなっている。 これは、 受付台 # 1の HU B音声加算部 4 7が送話部 2 4 B (A/D変換部 4 4 )からの音声データを加算（音声多 重 HU B装置 3 0へ出力）し、 サウンドカード 2 1 A (A/D変換部 4 1 ) からの音声データを加算しない（音声多重 HU B装置 3 0へ出力しない） ことを示す。 More specifically, the audio mixing / distribution device 23 has, for example, a flag management table for addition control as shown in FIG. 5A. The flag management table is composed of a set of small tables prepared for each reception desk. Each of the small tables contains the voice data of the caller, the voice data of the receiver, and the voice data of the receiver for the transmitting voice adding unit 45, the receiving voice adding unit 42, and the HUB voice adding unit 47 in the reception desk. Stores a flag indicating addition / non-counting (OFF (0 or blank) = uncountable, Ο Ν (1 or 〇) = addition) of (# 1 to # 30) audio data. However, in FIG. 5, the shaded portion indicates that there is no corresponding flag. For example, in FIG. 5A, in the small table of the reception desk # 1, the flag of the receiver for the HUB voice addition unit 47 is on, and the flag of the reporter is off. This is because the HUB audio addition unit 47 of the reception desk # 1 adds the audio data from the transmission unit 24B (A / D conversion unit 44) (outputs to the audio-multiplexed HUB device 30). This indicates that the audio data from the sound card 21 A (A / D converter 41) is not added (the audio data is not output to the audio multiplexing hub device 30).
また、 F i g . 5 Aでは、 受付台 # 1の小テーブルにおいて、 送話音 声加算部 4 5に対する通報者のフラグがオフとなっており、 受話音声加 算部 4 2に対する通報者のフラグがオフになっている。 これは、 受話音 声加算部 4 2が通報者 (サウン ドカー ド 2 1 A)からの音声を加算しない (受話部 2 4 Aに出力しない）ことを示すと ともに、 送話音声加算部 4 5 が受付者（送話部 2 4 B )からの音声を加算しない（サウン ドカー ド 2 1 Aに出力しない）ことを示す。  In FIG. 5A, the reporter flag for the transmission voice addition unit 45 is turned off in the small table of the reception desk # 1, and the reporter flag for the reception voice addition unit 42 is set. Is turned off. This means that the received voice adding unit 42 does not add the voice from the caller (sound card 21A) (does not output it to the receiving unit 24A), and the transmitted voice adding unit 45 Does not add the voice from the receiver (transmitter 24B) (does not output to sound card 21A).
さ らに、 F i g . 5 Aでは、 受付台 # 1の小テーブルにおいて、 受話 音声加算部 4 2およぴ送話音声加算部 4 5に対する各受付台のフラグが 全てオフとなっている。 これは、 受付台 # 1 の受話音声加算部 4 2およ ぴ送話音声加算部 4 5において、 音声多重 HU B装置 3 0からの音声デ ータ（割込音声）を加算しないことを示す。  Further, in FIG. 5A, in the small table of the reception desk # 1, the flags of the reception desks for the reception voice addition section 42 and the transmission voice addition section 45 are all off. This indicates that the received voice addition unit 42 and the transmission voice addition unit 45 of the reception desk # 1 do not add the voice data (interrupted voice) from the voice multiplexing hub device 30. .
これに対し、 上述したフラグがオンになっている場合には、 対応する 加算部で、 通報者， 受付者， 受付台の音声が加算される。  On the other hand, when the above-mentioned flag is on, the voices of the caller, the receiver, and the reception desk are added by the corresponding adder.
各 P C 2 1は、 L C D 2 2の操作に基づいて、 通報者および受付者の フラグのオン/オフに係る制御情報（ 「加算情報」 と表記することもある） を制御データと してマイク ロ コンピュータ 4 8に与える。 また、 各 P C 2 1 は、送信側の L C D 2 2の操作に基づく制御パケッ ト（割込に係る制 御データを含む）を L A Nを介して受信し、制御パケッ トに含まれた制御 情報（加算情報）をマイク ロコンピュータ 4 8に与える。 そして、 マイク 口コンピュータ 4 8は、 P C 2 1から受信した制御情報に従ってフラグ のオン/オフ制御、すなわち各加算部 4 2 , 4 5 , 4 7による加算処理を制 御する。 Based on the operation of the LCD 22, each PC 21 uses the control information (also referred to as “additional information”) relating to the on / off of the flag of the caller and the receiver as control data as micro data. Give to computer 4-8. Further, each PC 21 receives a control packet (including control data relating to an interrupt) based on the operation of the LCD 22 on the transmission side via the LAN, and receives control information (including control data) included in the control packet. Addition information) to the microcomputer 48. Then, the microphone computer 48 controls on / off of the flag in accordance with the control information received from the PC 21, that is, the addition process by each of the adders 42, 45, and 47. Control.
なお、 上記したフラグのオン/オフ制御は、 マイ クロコンピュータ 4 8 で行う よう に構成することができる。 或いは、 マイクロコンピュータ 4 8が制御情報を各加算部 4 2 , 4 5 ， 4 7に通知し、 各加算部 4 2 , 4 5 , 4 7が小テーブルに示すような状態となるように自身の加算処理を行う よ う に構成することもできる。 また、 各受付台装置 2 0は、 上述した全 ての受付台に係るフラグ管理テーブルを持つよ うに構成することができ る。 或いは、 自身に対応する小テーブルのみを有するよ うに構成するこ ともできる。 もっとも、 本発明において、 上述したよ うなフラグ管理テ 一プルを持つことは必須の要件ではなく、 フラグ管理テーブルに示され るよ うな加算制御および処理が各受付台の P C 2 1および音声ミキシン グ /分配装置 2 3で実行されるよ うに構成されていれば良い。  The above-described flag on / off control can be configured to be performed by the microcomputer 48. Alternatively, the microcomputer 48 notifies control information to each of the adders 42, 45, and 47, and controls the adder 42, 45, and 47 so that each of the adders 42, 45, and 47 has a state as shown in the small table. It may be configured to perform addition processing. Further, each reception board device 20 can be configured to have a flag management table for all the reception boards described above. Alternatively, it may be configured to have only a small table corresponding to itself. However, in the present invention, it is not an essential requirement to have the flag management template as described above, and the addition control and processing as shown in the flag management table are performed by the PC 21 and the voice mixing of each reception desk. What is necessary is just to be configured to be executed by the / distribution device 23.
以上説明したよ うに、 各受付台装置 2 0は、 次のよ うな機能を持つ。 As described above, each reception desk device 20 has the following functions.
< 1 ) 音声ミキシング /分配装置 2 3の送話音声加算部 4 5が、 受付者 の送話音声（送話部 2 4 Bからの音声）と、 多重された他の受付台の通話 内容（音声多重 H U B装置 3 0からの音声）を音声加算して、通報者側（P C 2 1 のサウン ドカー ド 2 1 A )へ出力する。 <1) The transmission voice addition unit 45 of the voice mixing / distribution device 23 transmits the transmission voice of the receiver (voice from the transmission unit 24 B) and the multiplexed call content of the other reception desk ( Adds the audio from the audio multiplexing HUB device 30) and outputs it to the caller side (sound card 21A of PC 21).
〈 2〉 音声ミキシング /分配装置 2 3の受話音声加算部 4 2が、 通報者 側（P C 2 1のサウン ドカー ド 2 1 A )からの音声と、 多重された他の受 付台の通話内容（音声多重 H U B装置 3 0からの音声）とを音声加算し、 受付者（受話部 2 4 A )へ出力する。  <2> The received voice addition unit 42 of the voice mixing / distribution device 23 receives the voice from the caller (the sound card 21A of the PC 21) and the multiplexed call content of the other receiver. (Voice from the multiplex HUB device 30) and output to the receiver (receiver 24A).
〈 3〉 音声ミキシング /分配装鬵 2 3の H U B音声加算部 4 7が、 受付 者の送話音声（送話部 2 4 Bからの音声）と、 通報者側（P C 2 1のサゥン ドカード 2 1 A )の音声に対する加算処理を行い、音声多重 H U B装置 3 0へ出力する。  <3> The HUB audio adder 47 of the audio mixing / distribution device 23 sends the receiver's transmitted voice (voice from the transmitter 24B) and the caller's side (the sound card 2 of the PC 21). 1 A) The addition processing is performed on the sound, and the result is output to the sound multiplexing HUB device 30.
く 4〉 音声ミキシングにおいて、 他受付台からの両者割込情報は、 P C 2 1が L A N経由で送受信し、 受信側の受付台の音声ミキシング /分配 装置 2 3に内蔵されたマイクロコンピュータ 4 8が、 制御手段と して、 当該両者割込情報に基づいて送話音声加算部 4 5を制御する。 2003/001986 4> In voice mixing, the PC 21 transmits and receives both interrupt information from other reception desks via the LAN, and the microcomputer 48 built in the sound mixing / distribution device 23 of the reception desk on the receiving side. As the control means, the transmission voice adding section 45 is controlled based on the both interrupt information. 2003/001986
24  twenty four
〈 5〉 音声ミキシングにおいて、 他受付台からの両者割込情報または 受付者割込情報（受付者のみへの割込情報）は、 受付台用 P C 2 1 が L A N経由で送受信し、 受信側の受付台の音声ミキシング /分配装置 2 3に内 蔵されたマイ ク ロコンピュータ 4 8が、 制御手段と して、 当該割込情報 に基づいて受話音声加算部 4 2を制御する。 <5> In audio mixing, the reception desk PC 21 transmits / receives both interruption information from another reception desk or receptionist interruption information (interruption information only to the receptionist) via the LAN, A micro computer 48 incorporated in the sound mixing / distributing device 23 of the reception board controls the received voice adding unit 42 based on the interrupt information as a control means.
< 6 ) 音声ミキシングにおいて、 音声ミキシング /分配装置 2 3のマイ クロコンピュータ 4 8が、 制御手段と して、 受付台用 P C 2 1からの制 御情報に基づいて HU B音声加算部 4 7を制御する。  <6) In audio mixing, the micro computer 48 of the audio mixing / distribution device 23 controls the HUB audio addition unit 47 based on control information from the reception PC 21 as control means. Control.
〈 7〉 F i g . 4のタイ ミングチャー トに示すよ うに、 音声多重 HU B装置 3 0は、各受付台の音声（または通話音声）を音声ミキシング/分配 装置 2 3から受信したデータ（各受付台 1 c h)を時分割多重化する。  <7> As shown in the timing chart of FIG. 4, the voice multiplexing hub device 30 transmits the voice (or call voice) of each reception desk to the data (each voice) received from the voice mixing / distribution device 23. Reception desk 1ch) is time-division multiplexed.
〈 8〉 F i g . 4のタイ ミングチャートに示すよ うに、 音声多重 HU B装置 3 0は、 n個の受付台分の音声データを時分割多重した T DMデ ータを全ての受付台の音声ミ キシング分配装置へ並列に（パラ レルで）出 力する。  <8> As shown in the timing chart of Fig. 4, the audio multiplexing hub device 30 transmits TDM data obtained by time-division multiplexing the audio data of n reception units to all reception units. Output in parallel (parallel) to the audio mixing and distribution device.
〔動作例〕  [Operation example]
次に、 実施例 1 における受付システムの動作例について説明する。 Next, an operation example of the reception system according to the first embodiment will be described.
〈動作例 1〉 消防署（ 1 1 9番）への通報 <Operation example 1> Report to fire department (No. 1 9)
動作例 1 と して、 通報者から消防署に対する緊急回線通報（緊急電話番 号： 1 1 9番）があり、 例えば受付台 # 1で通報に応答する場合の動作例 について説明する。 なお、 他の受付台で応答が行われる場合でも、 同様 の動作が行われる。 ' '  As an operation example 1, an emergency call from the caller to the fire department (emergency telephone number: 119) will be described. For example, an operation example in which the reception desk # 1 responds to the call will be described. The same operation is performed when a response is made at another reception desk. ''
指令センタの全受付台における各 P C 2 1は、通報者（V o I Pゲー ト ウェイ装置 1 0 )からの着信を検出すると、 L C D 2 2に対して着信表示 (該当する回線釦の点滅表示）を行う。 このとき、 着信ブザーを鳴動させ るこ と もできる。  When each PC 21 in all reception desks of the command center detects an incoming call from the caller (Vo IP gateway device 10), an incoming call is displayed on the LCD 22 (blinking display of the corresponding line button). I do. At this time, the incoming buzzer can be sounded.
ここで、 受付台 # 1のオペレータが受付者と して着信に応答する場合 を考える。 受付台 # 1のオペレータは、 着信中を示す（点滅している）回 線釦を押下（指でタツチ）する。 すると、 受付台 # 1 の P C 2 1が V o I pゲー トウェイ装置 1 0に応答信号を L AN経由で通知する。 これによ つて、 通報者と受付台 # 1 との間での通話呼が確立する。 すると、 受付 台 # 1の L C D 2 2の当該回線釦は、 通話中表示（連続点灯）になる。 一 方、 他の受付台の L C D 2 2では、 当該回線釦が黄色点灯状態（他の受付 台で受付中）となる。 ― Here, consider a case where the operator at reception desk # 1 answers a call as a receptionist. The operator at reception desk # 1 presses (touches with a finger) the line button indicating that a call is being received (blinking). Then, PC 21 of reception desk # 1 is V o I A response signal is sent to p-gateway device 10 via LAN. This establishes a call between the caller and reception desk # 1. Then, the corresponding line button on the LCD 22 of the reception desk # 1 becomes a display indicating that the call is in progress (continuously lit). On the other hand, on the LCD 22 of another reception desk, the corresponding line button is lit in yellow (accepting at another reception desk). ―
ところで、 受付台 # 1の音声ミキシング /分配装置 2 3の状態は、 通報 者からの着信に応答する以前では、 F i g . 5 Aに示すよ うな空き状態 となっている。 これに対し、 オペレータの応答操作（回線釦の押し下げ） が行われると、 これに対応する制御情報が P C 2 1からマイクロコンビ ユータ 4 8に与えられる。 すると、 マイクロコンピュータ 4 8が、 制御 情報に基づいて、 受付台 # 1 の送話音声加算部 4 5に対する受付者のフ ラグと、 受話音声加算部 4 2および HU B音声加算部 4 7に対する通報 者の各フラグとをオンに切り替える（F i g . 5 B参照）。これによつて、 送話音声加算部 4 5は、 フラグの設定にしたがって、 受付者の音声デー タのみを加算（選択及び出力）する状態となる。 また、 受話音声加算部 4 2は、 通報者の音声データのみを加算（選択及び出力）する状態となる。 したがって、 通報者の音声を含む音声パケッ トが V o I Pゲー トゥェ ィ装置 1 0から L AN 1 1 を介して受付台 # 1の P C 2 1で受信される と、通報者の音声が； P C 2 1から音声ミキシング /分配装置 2 3に入力さ れ、 プレ ？ ト 2 4の受話部 2 4 Aから出力される。 一方、 ブレス ト 2 4 の送話部 2 4 Bに入力される受付者の音声は、 音声ミキシング /分配装置 2 3を経て P C 2 1 に入力され、 P C 2 1で生成された音声バケツ トが L A N 1 1 を介して V o I Pゲートウェイ装置 1 0へ送信され、 通報者 に伝達される。 このよ うにして、 通報者と受付台 # 1の受付者との間で 通話（音声通信）が行われる（F i g , 1 ； 〈E 1〉 参照）  By the way, the state of the audio mixing / distribution device 23 of the reception desk # 1 is in an empty state as shown in FIG. 5A before answering the incoming call from the caller. On the other hand, when the operator performs a response operation (presses down the line button), control information corresponding to the operation is provided from the PC 21 to the micro-computer 48. Then, based on the control information, the microcomputer 48 sends the reception party's flag to the transmission voice addition section 45 of the reception desk # 1 and reports to the reception voice addition section 42 and the HUB voice addition section 47. Switch on each flag (see FIG. 5B). As a result, the transmission voice adding unit 45 is in a state of adding (selecting and outputting) only the voice data of the receiver according to the setting of the flag. Also, the receiving voice adding unit 42 is in a state of adding (selecting and outputting) only the voice data of the caller. Therefore, when a voice packet containing the voice of the caller is received from PC 21 of reception desk # 1 from VoIP gateway device 10 via LAN 11, the voice of the caller is transmitted to the PC; Input from 2 1 to the audio mixing / distribution device 2 3 It is output from the receiver 24A of the receiver 24. On the other hand, the receiver's voice input to the transmission section 24 B of the bracelet 24 is input to the PC 21 via the voice mixing / distribution device 23, and the voice bucket generated by the PC 21 is converted to the voice bucket. It is transmitted to the IP gateway device 10 via the LAN 11 and transmitted to the caller. In this way, a call (voice communication) is made between the caller and the caller at reception desk # 1 (FIG, 1; see <E1>).
また、 HU B音声加算部 4 7は、 通報者の音声データを音声多重 HU B装置 3 0へ送出する状態となる。 すなわち、 他の受付台でいつでも受 付台 # 1の通話モニタを開始できるように、 受付者と通報者の音声を加 算（ミキシング）し音声多重 HUB装置 3 0へ出力する。 なお、この例では、 HU B音声多重部 4 7に対する受付者のフラグは、 常時（空き状態であっても）オンにセッ トされる。 これによつて、 受付者 の音声（送話部 2 4 Bからの音声）、 音声多重 HU B装置 3 0へ常時送出 されるよ うに構成されている。 Also, the HUB audio addition unit 47 is in a state of transmitting the voice data of the caller to the audio multiplex HUB device 30. That is, the voices of the receiver and the caller are added (mixed) and output to the voice multiplexing HUB device 30 so that the call monitor of the receiver # 1 can be started at any other reception desk at any time. In this example, the flag of the receiver for the HUB audio multiplexing unit 47 is always set to ON (even if it is empty). Thus, the voice of the receiver (the voice from the transmitting section 24B) is always transmitted to the voice multiplexing hub device 30.
音声多重 HU B装置 3 0は、 各受付台の音声データを時分割多重した T DMデータを全ての受付台にパラ レルに出力する。 これによつて、 受 付台 # 1の通話音声（通報者および受付者の音声）は、 他の受付台に分配 される。  The audio multiplexing hub device 30 outputs TDM data obtained by time-division multiplexing the audio data of each reception desk to all reception desks in parallel. As a result, the call voice of the reception desk # 1 (the voice of the caller and the receptionist) is distributed to other reception desks.
〈動作例 2〉 他の受付台より通話をモニタする場合  <Operation example 2> When monitoring a call from another reception desk
動作例 2 と して、 上述した受付台 # 1 における通話を、 例えば受付台 As an operation example 2, the call at the reception desk # 1 described above is performed by, for example,
# 2でモニタ（監視）する場合の動作について説明する。 The operation when monitoring (monitoring) in # 2 will be described.
受付台 # 1の受付者は、 通報者に適正な情報を与えるために、 他の受 付台のオペレータに支援（救援）を求める場合には、 L C D 2 2の救援要 求釦を押す。 すると、 受付台 # 1 の P C 2 1から、 救援要求を制御デー タと して含むパケッ トが L AN 1 1から他の受付台の P C 2 1ヘプロー ドキャス トされる。  When requesting assistance (rescue) from the operator of another reception desk to give appropriate information to the caller, the receptionist at reception desk # 1 presses the rescue request button on LCD22. Then, a packet including the rescue request as control data is broadcast from PC 21 of reception desk # 1 to PC 21 of another reception desk from LAN 11.
各他の受付台の P C 2 1 は、パケッ トに含まれた救援要求に基づいて、 L C D 2 2の対応モニタ釦（ここでは、 受付台 # 1 のモニタ釦）を点滅表 示する。 これによつて、 他の受付台のオペレータは、 受付台 # 1 のオペ レータが支援を求めていることを知ることができる。  The PC 21 of each other reception desk blinks the corresponding monitor button of the LCD 22 (here, the monitor button of reception desk # 1) on the basis of the rescue request included in the packet. This allows the operator at the other reception desk to know that the operator at reception desk # 1 is seeking assistance.
ここで、 受付台 # 2 のオペレータが受付台 # 1 を支援する場合を考え る。 この場合、 受付台 # 2のオペレータは、 L C D 2 2の対応するモニ タ釦（ 「受付台 # 1モニタ」 釦）を押下（タツチ）する。 すると、 タツチさ れたモニタ釦に応じた操作信号が P C 2 1 に入力され、 P C 2 1は対応 する制御情報を生成してマイクロコンピュータ 4 8に与える。  Here, consider the case where the operator at reception desk # 2 supports reception desk # 1. In this case, the operator at reception desk # 2 presses (touches) the corresponding monitor button ("reception desk # 1 monitor" button) of LCD22. Then, an operation signal corresponding to the touched monitor button is input to PC 21, and PC 21 generates corresponding control information and gives it to microcomputer 48.
すると、 マイク ロコンピュータ 4 8は、 制御情報に基づいて、 受付台 Then, the microcomputer 48 receives the reception desk based on the control information.
# 2の小テーブルにおける受話音声加算部 4 2に対する受付台 # 1 のフ ラグをオンに切り替える（F i g . 5 C参照）。 これによつて、 受付台 # 2の音声ミキシング /分配装置 2 3の受話音声加算部 4 2は、音声多重 H U B装置 3 0から受信する T DMデータのうち、 受付台 # 1 に対応する チャネルの音声データを加算しブレス ト 2 4へ出力する。 このよ うにし て、 受付台 # 2のオペレータは、 受付台 # 1 の通話モニタを行う こ とが できる（図 1 ； 〈E 2〉 参照）。 Switch on the reception desk # 1 flag for the reception voice addition unit 42 in the small table # 2 (see Fig. 5C). As a result, the received voice addition unit 42 of the voice mixing / distribution device 23 of the reception desk # 2 receives the voice multiplex H Among the TDM data received from the UB device 30, the audio data of the channel corresponding to the reception desk # 1 is added and output to the breast 24. In this way, the operator at reception desk # 2 can monitor the call at reception desk # 1 (see Fig. 1; <E2>).
なお、 受付台 # 2以外の受付台がモニタを行う場合でも、 上述した動 作は変わらない。  Note that the operation described above does not change even if a reception desk other than the reception desk # 2 performs monitoring.
なお、 実施例 1では、 上述したよ うに、 モニタは救援要求を契機と し て行われるよ うに構成されている。 伹し、 各受付台が救援要求が無くて も他台の通話をモニタできるよ うに構成することができる。  In the first embodiment, as described above, the monitor is configured to be triggered by a rescue request. However, each reception desk can be configured to be able to monitor the other party's call even if there is no rescue request.
〈動作例 3 ) 他の受付台から通話に割り込む場合（受付者側への割込） 動作例 3 と して、 受付台 # 2のオペレータが受付台 # 1 での通話に対 し、 受付者側にのみ割り込む場合の動作について説明する。 動作例 3に 係る機能は、 他の受付台からの後方支援等に利用される。  <Operation example 3) When interrupting a call from another reception desk (interruption to the reception side) As operation example 3, the operator at reception desk # 2 responds to the call at reception desk # 1 by the caller The operation in the case of interrupting only the side will be described. The function according to Operation Example 3 is used for logistical support from another reception desk.
受付台 # 2のオペレータは、 通話に 「扱者割込」 を行う場合には、 L C D 2 2の 「扱者割込」 釦を押下する。 すると、 L C D 2 2から操作信 号が P C 2 1に与えられ、 P C 2 1は、 扱者割込情報を制御データと し て含む制御パケッ トを生成し、 L AN経由で受付台 # 1 の P C 2 1 に送 信する。  The operator of the reception desk # 2 presses the "handler interrupt" button of the LCD22 when performing "handler interrupt" for the call. Then, an operation signal is given from the LCD 22 to the PC 21, and the PC 21 generates a control packet including the operator interrupt information as control data, and transmits the control packet to the reception desk # 1 via the LAN. Send to PC 21.
受付台 # 1 の P C 2 1は、 扱者割込情報を受信する と、 音声ミキシン グ /分配装置 2 3 のマイク ロ コンピュータ 4 8 に受付台 # 2の扱者割込 通知を制御情報と して与える。  When the PC 21 of the reception desk # 1 receives the operator interrupt information, the PC 21 of the voice mixing / distribution device 23 sends the handler interruption notification of the reception desk # 2 as control information to the micro computer 48. Give.
する と、受付台 # 1 の音声ミ キシング /分配装置 2 3のマイク ロコンビ ユータ 4 8は、 F i g . 5 Dに示すよ うに、 扱者割込通知（制御情報）に 基づいて、 受付台 # 1 の小テーブルにおける受話音声加算部 4 2に対す る受付台 # 2のフラグをオンに切り替える。 これによつて、 受付台 # 1 の受話音声加算部 4 2が、 音声多重 HU B装置 3 0から受信する T DM データのうち、 受付台 # 2のチャネルの音声データを加算しブレス ト 2 4へ出力する状態となる。  Then, as shown in FIG. 5D, the audio mixing / distributing device 23 of the reception desk # 1 receives the reception desk # based on the operator interruption notification (control information) as shown in FIG. 5D. The reception table # 2 flag for the reception voice addition section 42 in the small table 1 is turned on. As a result, the reception voice adding unit 42 of reception desk # 1 adds the voice data of the channel of reception desk # 2 out of the TDM data received from the voice multiplexing HUB device 30 and adds Output.
このよ うにして、 受付台 # 2のオペレータは、 受付台 # 1での通話に 対し、 受付者側（扱者）のみに割り込むことができる。 すなわち、 受付台 # 2からの割込音声を受付台 # 1の受付者のみに伝達することができる。 勿論、 受付台 # 1の受付者は、 通報者からの音声を聞く こともできる。 In this way, the operator at reception desk # 2 can make a call at reception desk # 1. In contrast, only the receptionist (handler) can interrupt. That is, the interruption voice from reception desk # 2 can be transmitted only to the receptionist at reception desk # 1. Of course, the receptionist at reception desk # 1 can also hear the voice of the caller.
また、 受付台 # 1 の HU B音声加算部 4 7は、 いつでも通話割込がで きるよ うに、 プレス ト 2 4からの送話のみを加算して音声多重 HU B装 置 3 0に出力する。  Also, the HUB audio addition section 47 of the reception desk # 1 adds only the transmission from the presto 24 and outputs it to the audio multiplex HUB apparatus 30 so that the call interruption can be performed at any time. .
なお、 動作例 3における動作は、 受付台 # 2以外 受付台が割込を行 う場合でも同様に行われる。  The operation in Operation Example 3 is performed in the same manner even when the reception desk performs an interrupt except for reception desk # 2.
〈動作例 4〉 他の受付台から通話に割り込む場合（両側への割込） 動作例 4 と して、 例えば、 受付台 # 2のオペレータが、 受付台 # 1 の 通話の双方側に割り込む場合の動作について説明する。 動作例 4に係る 機能は、 通話の内容が緊急を要し、 他のオペレータが直接通話に割り込 みたい場合等に利用される。  <Operation example 4> When interrupting a call from another reception desk (interruption to both sides) As operation example 4, for example, the operator at reception desk # 2 interrupts both sides of the call at reception desk # 1 The operation of will be described. The function according to the operation example 4 is used when the content of the call is urgent and another operator wants to interrupt the call directly.
受付台 # 3 0のオペレータは、 通話の双方に割り込みたい場合には、 受付台 # 2の L C D 2 2の 「両者割込」 釦を押下する。 すると、 押され た釦に対応する操作信号が受付台 # 2の P C 2 1 に入力され、 P C 2 1 は、 両者割込情報を制御データ と して含む制御パケッ トを生成し、 L A N経由で受付台 # 1 の P C 2 1 に送信する。  If the operator at reception desk # 30 wants to interrupt both sides of the call, he or she presses the "interrupt both" button on LCD22 of reception desk # 2. Then, an operation signal corresponding to the pressed button is input to PC 21 of reception desk # 2, and PC 21 generates a control packet including both pieces of interrupt information as control data, and transmits the control packet via LAN. Send to PC 21 of reception desk # 1.
受付台 # 1の P C 2 1は、 両者割込情報を受信すると、 受付台 # 1の 音声ミキシング /分配装置 2 3に対し、 受付台 # 2の両者割込通知を制御 情報と して与える。 すると、 受付台 # 1の音声ミキシング /分配装置 2 3 のマイ クロ コンピュータ 4 8は、 F i g . 5 Eに示すよ うに、 制御情報 にしたがって、 受付台 # 1 の小テーブルにおける送話音声加算部 4 5お よぴ受話音声加算部 4 2のそれぞれに対する受付台 # 2のフラグをオン に切り替える。  When receiving the interruption information of both, the PC 21 of the reception desk # 1 gives the both-end notification of the reception desk # 2 as the control information to the audio mixing / distribution device 23 of the reception desk # 1. Then, as shown in FIG. 5E, the micro computer 48 of the audio mixing / distribution device 23 of the reception desk # 1 sends the transmission voice addition section in the small table of the reception desk # 1 according to the control information as shown in FIG. 5E. 4 5 ぴ Turn on the flag of reception desk # 2 for each of the reception voice addition units 4 2.
これによつて、 受付台 # 1 の受話音声加算部 4 2は、 音声多重 HU B 装置 3 0から受信する T DMデータのうち、 受付台 # 2のチャネルの音 声データを加算しブレス ト 2 4へ出力する状態となる。 したがって、 受 付台 # 1のブレス ト 2 4の受話部 2 4 Aからは、 通報者の音声と、 受付 台 # 2のオペレータの割込音声とが出力される状態となる。 Accordingly, reception voice adding section 42 of reception desk # 1 adds the voice data of the channel of reception desk # 2 among the TDM data received from voice multiplexing HUB apparatus 30 and adds the signal to the broadcast 2 Output to 4 Therefore, from the receiver 24 A of the bracelet 24 of the receiver # 1, the voice of the caller and the reception The interruption voice of the operator of the # 2 is output.
これと同時に、 受付台 # 1の送話音声加算部 4 5は、 音声多重 HU B 装置 3 0から受信する T DMデータのうち、 受付台 # 2のチャネルの音 声データを加算して通報者側（受付台 # 1 のサウンドカー ド 2 1 A)へ出 力する状態となる。 これによつて、 通報者は、 受付台 # 1の受付者の音 声と、 受付台 # 2のオペレータの割込音声とを聞く ことができる。  At the same time, the transmission voice adding unit 45 of the reception desk # 1 adds the voice data of the channel of the reception desk # 2 among the TDM data received from the voice multiplexing HUB device 30 and notifies the caller Side (sound card # 1 1A at reception desk # 1). This allows the caller to hear the voice of the receptionist at reception desk # 1 and the interruption voice of the operator at reception desk # 2.
なお、 F i g . 1には、 受付台 # 3 0のオペレータが受付台 # 1 の通 話に両者割込を行った場合における割込音声の経路が 〈E 3〉 と して示 されている。  In Fig. 1, the path of the interrupted voice when the operator at reception desk # 30 interrupts both calls on reception desk # 1 is indicated as <E 3>. .
なお、 上述した動作例 1〜 4において、 通話、 モニタ、 割込を終了す る場合には、 該当する受付台のオペレータは、 その受付台の L C D 2 2 に対して上述した所定の操作（切断操作、モニ.タ解除操作、割込解除操作） を行う。 すると、 所定の操作に応じた加算情報が P C 2 1からマイ ク ロ コンピュータ 4 8に与えられ、 マイク ロ コンピュータ 4 8が、 対応する フラグをオンからオフに切り替える。 これによつて、 フラグのオン時に 対応する加算部で行われていた加算処理が停止する。  In addition, in the above-described operation examples 1 to 4, when ending the call, the monitor, and the interruption, the operator of the corresponding reception desk operates the LCD 22 of the reception desk by the predetermined operation (disconnection) described above. Operation, monitor release operation, interrupt release operation). Then, the addition information corresponding to the predetermined operation is provided from the PC 21 to the micro computer 48, and the micro computer 48 switches the corresponding flag from on to off. As a result, the addition process performed by the corresponding adder when the flag is turned on is stopped.
また、 上述した動作例 1〜 4において、 例えば、 受付台 # 1 の受付者 は、 L AN 1 1および専用回線を通じて出張所に指令を伝達することが できる。  Further, in the above-described operation examples 1 to 4, for example, the receptionist at reception desk # 1 can transmit a command to the branch office via LAN11 and a dedicated line.
〔効果〕  [Effect]
以上説明した実施例 1 によると、 受付システムは、 複数の受付台装置 According to the first embodiment described above, the reception system includes a plurality of reception desk devices.
2 0を持ち、 受付台装置 2 0間で、 通話のモニタや通話への割込が可能 となっている。 このとき、 通話モニタ用の音声や割込音声の音声デ^"タ は、 音声多重 HU B装置（TDM) 3 0に送出され、 音声多重 HU B装置It is possible to monitor calls and interrupt calls between the reception desk devices 20. At this time, the voice monitoring voice and the voice data of the interrupt voice are transmitted to the voice multiplexing hub device (TDM) 30, and the voice multiplexing hub device is transmitted.
3 0で時分割多重され他の受付台装置 2 0に分配される。 30 and time-division multiplexed and distributed to other reception board devices 20.
—方、 モニタや割込に係る制御データは、 通話に係る音声パケッ トを 伝送するための各受付台装置と V o I Pゲー トウェイ装置 1 0 とを結ぶ L ANを介して受付台装置間で送受信される。  On the other hand, control data related to monitoring and interrupts is transmitted between reception desk devices via a LAN that connects each reception desk device for transmitting voice packets related to a call to the V o IP gateway device 10. Sent and received.
このよ うな構成によ り、 モニタや割込用の音声が L AN上を伝送され ないので、 L AN上のパケッ トデータ量を抑えることができ、 L AN上 の トラフィ ックを円滑な状態に保つことができる。 したがって、 輻輳の 発生が抑えられる。 これによつて、 パケッ トの遅延を回避することがで きる。 このため、 通報者からの着信通知等の呼制御に係る通信や、 応答 を行った受付台と通報者との間の音声データ通信等を、 適正に行う こ と ができる。 With this configuration, audio for monitoring and interruption is transmitted over the LAN. Since there is no LAN, the amount of packet data on the LAN can be reduced, and traffic on the LAN can be kept smooth. Therefore, occurrence of congestion can be suppressed. As a result, packet delay can be avoided. For this reason, it is possible to appropriately perform communication related to call control such as notification of an incoming call from the caller, and voice data communication between the caller who made a response and the caller.
また、 モニタや割込用の音声データは、 V o I P処理（圧縮符号化、 パ ケッ ト化）されることなく他の受付台装置 2 0へ分配される。 したがって、 V o I P処理による音声の遅延や揺らぎを回避することができる。 これ によって、 隣接する受付台において、 一方の受付台でオペレータが発し た生の音声が他方の受付台においてブレス ト 2 4から遅れて聞こえるこ とによる聞き取りにく さを解消することができる。  Also, the audio data for monitoring and interruption is distributed to other reception board devices 20 without being subjected to VoIP processing (compression encoding and packetization). Therefore, it is possible to avoid voice delay and fluctuation due to VoIP processing. As a result, it is possible to eliminate the difficulty of hearing at the adjacent reception desk due to the fact that the live sound uttered by the operator at one reception desk is delayed at the other reception desk from the breast 24.
また、 実施例 1 に係る受付システムは、 以下の利点を持つ。  Further, the reception system according to the first embodiment has the following advantages.
( 1 )コス 卜  (1) Cost
実施例 1 に係る通報受付システムは、 交換機を用いない。 このため、 システムの構築に必要な機器のコス トを抑えることができる。 また、 F i g . 1 0に示したよ うな従来技術と異なり、 指令センタと各出張所間 をつなぐ指令回線を音声系と制御データ系とが統合された 1回線で構成 することができる。 したがって、 回線の通信費を抑えることが出来る。  The report receiving system according to the first embodiment does not use an exchange. For this reason, the cost of the equipment required for building the system can be reduced. Also, unlike the prior art as shown in FIG. 10, the command line connecting the command center and each branch office can be constituted by one line in which the voice system and the control data system are integrated. Therefore, the communication cost of the line can be reduced.
(2 )大きさ  (2) Size
実施例 1 に係る通報受付システム'では、交換機を用いない。 このため、 システムがコンパク ト（小型化）になる。 また、 V o l Pゲー トウエイ装 置 1 0 と各 P C 2 1間は、 L ANケーブルを介したモジュラ接続で構成 することができる。 したがって、 MD Fが不要となるので、 MD Fの収 容スペースも削減することができる。  The report receiving system 'according to the first embodiment does not use an exchange. This makes the system compact. Further, the VolP gateway device 10 and each PC 21 can be configured by a modular connection via a LAN cable. Therefore, since the MDF is not required, the storage space for the MDF can be reduced.
(3 )性能  (3) Performance
実施例 1 に係る通報受付システムは、 上述した交換機を用いない I P システムと して構成されている。 このよ うな構成でも、 上述したよ うな 音声の遅延による弊害を回避することができる。 また、後述するよ うに、 遠隔での後方支援も可能となる。 The report receiving system according to the first embodiment is configured as the above-described IP system that does not use the exchange. Even with such a configuration, it is possible to avoid the adverse effects due to the above-described audio delay. Also, as described later, Remote logistics support is also possible.
〔実施例 2〕  (Example 2)
F i g . 6は、 実施例 2を示すシステム構成図である。 F i g . 6に は、 各地方のコールセンタ（ F i g . 6には 1つだけ例示）と遠隔ア ドバ イスセンタとを含む受付システムが示されている。 F i g . 6において、 コールセンタにおける構成は、 F i g . 1 に示した指令センタと同様の 構成を持つ。  FIG. 6 is a system configuration diagram showing the second embodiment. FIG. 6 shows a reception system including a local call center (only one is shown in FIG. 6) and a remote advice center. In FIG. 6, the configuration of the call center has the same configuration as that of the command center shown in FIG.
すなわち、 コールセンタは、 キャ リ ア網（電話網）に接続された V o I Pゲー トウェイ装置 1 0 と、 複数（n個）の受付台装置 2 0 (F i g . 6に は、 2つの受付台装置 2 0を例示）と、音声多重 HU B装置 3 0 とを含む。 各受付台装置 2 0は、 コールセンタ内の L AN 1 1 を介して V o I Pゲ 一トウヱイ装置 1 0に接続される P C 2 1 と、 P C 2 1 に接続される L C D 2 2およぴ音声ミキシング /分配装置 2 3 と、 音声ミキシング /分配 装置 2 3に接続されるブレス ト 2 4 とを含む。 各音声ミキシング /分配装 置 2 3は、 音声多重 HU B装置 3 0に接続されている。  That is, the call center is composed of a VoIP gateway device 10 connected to a carrier network (telephone network) and a plurality of (n) reception desk devices 20 (FIG. 6 has two reception desks). Device 20) and a voice multiplexing hub device 30. Each reception board device 20 has a PC 21 connected to the VoIP gateway device 10 via the LAN 11 in the call center, and an LCD 22 and audio connected to the PC 21. It includes a mixing / distributing device 23 and a breast 24 connected to the audio mixing / distributing device 23. Each audio mixing / distribution device 23 is connected to an audio multiplexing hub device 30.
遠隔ア ドバイスセンタは、 V o I Pゲー トウェイ装置 1 0がない点を 除き、 コールセンタ と同様の構成を有している。 すなわち、 ア ドバイス センタ内の L AN 1 1 1 を介して接続される 1以上の受付台装置 2 O A と、 音声多重 HU B装置 3 O Aとを含む。 受付台装置 2 0 Aは、 受付台 装置 2 0 と同様に、 L A N 1 1 1に接続される P C 2 1 Aと、 P C 2 1 Aに接続される L C D 2 2 Aおよび音声ミキシング /分配装置 2 3 Aと、 音声ミキシング /分配装置 2 3 Aに接続されるブレス ト 2 4 とを備え、 音 声ミキシング /分配装置 2 3 Aは、音声多重 HU B装置 3 0 Aに接続され ている。  The remote advice center has a configuration similar to that of the call center except that the VoIP gateway device 10 is not provided. That is, it includes one or more reception board devices 2OA connected via the LAN 111 in the advice center, and a voice multiplex HUB device 3OA. The reception desk device 20 A is, like the reception desk device 20, a PC 21 A connected to the LAN 111, an LCD 22 A connected to the PC 21 A, and an audio mixing / distribution device 2. The audio mixing / distribution device 23A is connected to the audio mixing / distribution device 23A. The audio mixing / distribution device 23A is connected to the audio multiplexing hub device 30A.
F i g . 6における各受付台装置 2 0および 2 0 Aの機能は、 F i g . 1 に示した受付台装置 2 0 とほぼ同様であるので、 詳細な説明は省略す る。 伹し、 F i g · 6に示すシステムは、 次の点で F i g . 1 に示した システム と異なる。  The functions of the receiving board devices 20 and 20A in FIG. 6 are almost the same as those of the receiving board device 20 shown in FIG. 1, and therefore, detailed description is omitted. However, the system shown in Fig. 6 differs from the system shown in Fig. 1 in the following points.
第 1 に、 コールセンタにおける L A N 1 1 と、 ア ドバイ スセンタにお ける L AN 1 1 1 とは、 それぞれルータ 1 2， 1 1 2を収容しており、 これらのルータ 1 2， 1 1 2は、 例えば AD S L (データ系）回線を介し て接続されている。 これによつて、 ア ドバイスセンタにおける各 P C 2 1 Aは、 コールセンタの各 P C 2 1 との間で、 パケッ トを送受信するこ とができる。 例えば、 ァ ドバイスセンタの各 P C 2 1 は、 対応する L C D 2 2の操作に応じて、 割込に係る制御パケッ トを L AN 1 1 1 を介し てコールセンタ内の所望の P C 2 1へ送信するこ とができる。 First, the LAN 11 at the call center and the Each of the routers 11 and 11 accommodates routers 12 and 11, respectively, and these routers 12 and 112 are connected via, for example, an ADSL (data system) line. This allows each PC 21A in the advice center to transmit and receive packets to and from each PC 21 in the call center. For example, each PC 21 of the advice center transmits a control packet related to an interrupt to a desired PC 21 in the call center via the LAN 111 in accordance with the operation of the corresponding LCD 22. be able to.
一方、 コールセンタにおける音声多重 HU B装置 3 0 とァ ドバイスセ ンタにおける音声多重 HU B装置 3 0 Aとは、 アナログ回線（例えばアナ ログ系の AD S L回線）で結ばれている。各音声多重 HU B装置 3 0およ ぴ 3 0 Aは、 コールセンタおょぴア ドバイスセンタにおける全ての受付 台の音声データが時分割多重された T DMデータを自身が収容する各音 声ミキシング /分配装置 2 3 ( 2 3 A)に分配可能に構成されている。  On the other hand, the voice multiplexing hub device 30 in the call center and the voice multiplexing hub device 30A in the advising center are connected by an analog line (for example, an analog ADSL line). Each of the voice multiplexing hub devices 30 and 30A is configured to control the voice mixing and / or reception of TDM data in which the voice data of all reception desks in the call center and the advisory center are time-division multiplexed. It is configured to be distributable to the distribution device 23 (23A).
すなわち、 F i g . 7に示すように、 実施例 2における音声多重 HU B装置 3 0は、 アナ口グ回線が接続される電話機ィンターフヱイ ス 3 3 を持ち、 音声多重部 3 1 からの T DMデータが電話機イ ンターフェイ ス 3 3を介してアナログ回線に送出され、 音声多重 HU B装置 3 O Aに送 信される。  That is, as shown in FIG. 7, the voice multiplexing hub device 30 in the second embodiment has a telephone interface 33 to which an analog line is connected, and the TDM data from the voice multiplexing unit 31. Is transmitted to the analog line via the telephone interface 33 and transmitted to the voice multiplexing hub device 3OA.
一方、 音声多重 H U B装置 3 0 Aからの T DMデータは、 電話機イ ン ターフェイ ス 3 3を介して音声多重部 3 1 に入力されるよ うに構成され ている。 そして、 音声多重 HU B装置 3 0は、 ア ドバイスセンタにおけ る各受付台に対応するチャネル（タィムスロッ ト）をさ らに用意しており、 音声多重 HU B装置 3 O Aからの T DMデータは、 音声多重 HU B装置 3 0の T DMデータに含まれて、 コールセンタ内の各受付台（音声ミキシ ング /分配装置 2 3 )に並列に渡される。  On the other hand, the TDM data from the audio multiplexing hub device 30A is configured to be input to the audio multiplexing unit 31 via the telephone interface 33. The voice multiplexing hub device 30 further prepares a channel (time slot) corresponding to each reception desk in the advice center, and the TDM data from the voice multiplexing hub device 3 OA is The voice multiplex is included in the TDM data of the hub device 30 and is passed in parallel to each reception desk (voice mixing / distribution device 23) in the call center.
音声多重 HU B装置 3 O Aは、 F i g . 7に示した音声多重 HU B装 置 3 0 とほぼ同様の構成を有しており、 音声多重 HU B装置 3 0から受 信されるコールセンタ内の各受付台装置 2 0からの音声データをァ ドバ イ スセンタ内の各受付台装置 2 0 Aに並列に分配可能に構成されている。 また、 各音声ミキシング /分配装置 2 3のマイクロプロセッサ 4 8は、 P C 2 1からの制御データ（加算情報）にしたがって、 音声多重 HU B装 置 3 0から受信される各受付台 # 1， # 2， # 3 1および # 3 2の音声デ ータに対する各加算部 4 2 , 4 5 の加算/非加算（加算処理の実行/非実 行）を、 加算部毎に且つ受付台毎に制御可能に構成されている。 The voice multiplexing HUB device 3 OA has almost the same configuration as the voice multiplexing HUB device 30 shown in FIG. 7, and is provided in a call center received from the voice multiplexing HUB device 30. The audio data from each reception board device 20 can be distributed in parallel to each reception board device 20A in the advice center. Also, the microprocessor 48 of each audio mixing / distribution device 23 controls each reception desk # 1, # received from the audio multiplex HUB device 30 according to the control data (addition information) from the PC 21. Controls the addition / non-addition (execution / non-execution of addition processing) of the addition sections 42 and 45 for the audio data of # 2, # 31, and # 32 for each addition section and for each reception desk It is configured to be possible.
また、各音声ミキシング /分配装置 2 3 Aのマイクロプロセッサ 4 8は、 P C 2 1 Aからの制御情報（加算情報）にしたがって、 音声多重 HU B装 置 3 O Aから受信される各受付台 # 1 , # 2， # 3 1 , # 3 2の音声デー タに対する各加算部 4 2， 4 5の加算/非加算を、 加算部毎に且つ受付台 毎に制御可能に構成されている。  In addition, the microprocessor 48 of each audio mixing / distribution device 23 A, according to the control information (addition information) from the PC 21 A, controls each reception desk # 1 received from the audio multiplexing HUB device 3 OA. , # 2, # 31, and # 32, the addition / non-addition of the adders 42, 45 with respect to the audio data can be controlled for each adder and for each reception desk.
以上の構成によって、 ァ ドバイスセンタ内の各受付台のオペレータは、 コールセンタにおける所望の受付台における通話をモニタすることがで き、 また、 必要に応じて割込（扱者割込、 両者割込）を行う こともできる。 以上のよ うに、 実施例 2では、 コールセンタ とァ ドバイスセンタ とを データ系の AD S L回線とアナログ系の AD S L回線とを用いて接続し、 コールセンタに高度な質問（問い合わせ）が来た場合には、 遠隔のァ ドバ イスセンタで後方支援を行う機能を実現する。 すなわち、 AD S L回線 等を利用し、 音声系通信（モニタや割込に係る音声データの送受信）は、 音声多重 HU B装置 3 0 と 3 O Aとを結ぶアナログ回線を用いて行う。 一方、 制御系通信（モニタや割込等に係る制御データの送受信）は、 P C 2 1 と 2 1 Aとを結ぶデータ系回線（L AN 1 1，ルータ 1 2 , AD S L 回線，ルータ 1 1 2 , L AN 1 1 1 )を用いて行う。  With the above configuration, the operator of each reception desk in the advisor center can monitor the call at the desired reception desk in the call center, and if necessary, perform an interruption (handler interruption, both interruptions). ) Can also be performed. As described above, in the second embodiment, the call center and the advisory center are connected using the data ADSL line and the analog ADSL line, and the call center receives an advanced question (inquiry). Implements a function to provide logistical support at a remote device center. That is, audio communication (transmission and reception of audio data related to monitoring and interruption) is performed using an analog line connecting the audio multiplexing hub devices 30 and 3OA using an ADSL line or the like. On the other hand, control communication (transmission and reception of control data related to monitors and interrupts, etc.) is performed on data lines (LAN 11, router 12, ADSL line, router 11) connecting PC 21 and 21 A. 2, LAN 1 1 1).
実施例 2の動作例について説明する。 F i g . 6において、 コールセ ンタにおいて、 例えば受付台 # 1のオペレータが受付者と して問い合わ せ者との間で通話を行っている場合を仮定する。  An operation example of the second embodiment will be described. In FIG. 6, it is assumed that, for example, the operator at reception desk # 1 is making a call with the inquirer as the receptionist in the call center.
このとき、 問い合わせ者から高度な質問が来た場合には、 受付台 # 1 の受付者は、 L C D 2 2の遠隔救援要求釦を押下する。 すると、 遠隔救 援要求釦に応じた操作信号が P C 2 1に与えられる。 P C 2 1は、 遠隔 救援要求釦を点灯させると ともに、 救援要求情報を制御データと して含 む制御バケツ トを生成し、 データ系回線（L AN 1 1 —ルータ 1 2— AD S L (データ系）一ルータ 1 1 2— L AN 1 1 1 )を介してァ ドバイスセ ンタ内の各受付台の P C 2 1 Aに送信する。 At this time, if a high-level question is received from the inquirer, the receptionist at reception desk # 1 presses the remote rescue request button on LCD22. Then, an operation signal corresponding to the remote rescue request button is given to PC 21. The PC 21 turns on the remote rescue request button and includes rescue request information as control data. A control bucket is generated, and each reception board in the ad- vice center is sent via a data line (LAN 1 1—Router 1 2—ADSL (data system) 1 Router 1 1 2—LAN 1 1 1). To PC 21A.
制御バケツ トを受信した各 P C 2 1 Aは、 救援要求を L C D 2 2に表 示する（例えば、 受付台 # 1 のモニタ釦の点滅）。 このとき、 救援要求を 知らせるブザーをサゥンドカードから出力することもできる。  Each PC 21 A that has received the control bucket displays a rescue request on the LCD 22 (for example, the monitor button of reception desk # 1 blinks). At this time, a buzzer for notifying the rescue request can be output from the sound card.
救援要求に対し、 ァ ドバイスセンタにおける或る受付台（例えば、 受付 台 # 3 1 )のオペレータが、 応答操作を L C D 2 2に対して行う （受付台 # 1 のモニタ釦を押す）ことを考える。 すると、 実施例 1 の動作例 2で説 明したよ うなモニタ開始時における受付台装置 2 0 と同様の動作（音声 ミキシング /分配装置 2 3 Aの制御）が受付台 # 3 1 の受付台装置 2 0 A で行われる。  Suppose that an operator at a reception desk (for example, reception desk # 31) at the advisory center responds to a request for rescue by pressing the monitor button of the reception desk # 1. . Then, as described in the operation example 2 of the first embodiment, the same operation (control of the audio mixing / distribution device 23 A) as the reception desk device 20 at the start of monitoring as described in the operation example 2 of the embodiment 1 is performed for the reception desk device of the reception desk # 31. Performed at 20 A.
これによつて、 受付台 # 3 1 の音声ミキシング /分配装置 2 3 Aの受話 音声加算部 4 2は、 音声多重 HU B装置 3 O Aから入力される受付台 # 1の音声データを加算する状態となる。 したがって、 受付台 # 3 1 のブ レス ト 2 4の受話部 2 4 Aから、 受付台 # 1 における通話（問い合わせ者 および受付者の音声）が出力され、 受付台 # 3 1のオペレータは、 通話の 内容をモニタすることが可能となる（図 6 ； <E 4 ) 参照）。 なお、 救援要 求に対する応答操作によ り、 受付台 # 3 1 によるモニタを示す情報を含 むバケツ トがデータ系回線を介して受付台 # 1 の P C 2 1 に送信され、 P C 2 1がこのバケツ トを受信すると、 遠隔救援要求釦を消灯させる。 これによつて、 受付台 # 1 のオペレータは、 遠隔救援要求が受け付けら れ、 モニタが行われていることを知ることができる。  As a result, the receiving voice adding unit 42 of the voice mixing / distributing device 23 of the reception desk # 31 receives the voice data of the reception desk # 1 input from the voice multiplexing HUB device 3OA. It becomes. Therefore, the call (voice of the inquirer and the callee) at the reception desk # 1 is output from the reception unit 24A of the reception desk 24 at the reception desk # 31, and the operator at the reception desk # 31 receives the call. (See Figure 6; <E 4)). By the response operation to the rescue request, a bucket containing information indicating the monitor by the reception desk # 31 is transmitted to the PC 21 of the reception desk # 1 via the data system line, and the PC 21 When this bucket is received, the remote rescue request button is turned off. This allows the operator at reception desk # 1 to know that the remote rescue request has been received and that monitoring is being performed.
そして、 受付台 # 3 1 のオペレータは、 後方支援と して、 助言（割込音 声）を受付台 # 1の受付者に与えたり、 受付者と問い合わせ者との双方に 与えたりする場合には、 受付台 # 3 1の L C D 2 2を操作して、 所望の 割込に係る制御データを含む音声バケツ トをデータ系の通信回線を介し て受付台 # 1 の P C 2 1に送信する。  Then, the operator at reception desk # 31 gives advice (interruption sound) to the receptionist at reception desk # 1 or to both the receptionist and the inquirer as logistical support. The user operates the LCD 22 of the reception desk # 31 to transmit a voice bucket including control data relating to a desired interrupt to the PC # 21 of the reception desk # 1 via a data communication line.
すると、 受付台 # 1では、 動作例 3または 4に示したよ うな割込に係 る音声ミキシング /分配装置 2 3の制御が行われ、受付台 # 3 1からの割 込音声が、 音声多重 H U B装置 3 O Aからアナログ系の回線を介して音 声多重 H U B装置 3 0に送信され、 音声多重 H U B装置 3 0から受付台 # 1 の音声ミキシング /分配装置 2 3に入力される。このとき、割込が「受 付者割込」 である場合には、 受話音声加算部 4 2による加算処理によつ て、 割込音声が受付者のみに伝達され、 「両者割込」 である場合には、 受 話音声加算部 4 2および送話音声加算部 4 5による加算処理によって、 割込音声が問い合わせ者および受付者に伝達される。 Then, at reception desk # 1, the interruption as shown in operation example 3 or 4 The audio mixing / distribution device 23 is controlled, and the interrupt audio from the reception desk # 31 is transmitted from the audio multiplex HUB device 3 OA to the audio multiplex HUB device 30 via an analog circuit. The audio multiplexing HUB device 30 is input to the audio mixing / distribution device 23 of the reception desk # 1. At this time, if the interruption is a “recipient interruption”, the interruption voice is transmitted only to the receptionist by the addition process by the reception voice addition unit 42, and the “interruption by both” is performed. In some cases, the interrupted voice is transmitted to the inquirer and the receiver by the addition process by the received voice adding unit 42 and the transmitted voice adding unit 45.
上記動作を実現するため、 コールセンタの各受付台装置 2 0は、 受話 音声加算部 4 2および送話音声加算部 4 5に対する受付台 # 3 1および # 3 2に対するフラグをも有しており、 割込時には、 対応するこれらの フラグをオンに設定し、 受話音声加算部 4 2およぴ送話音声加算部 4 5 が割込音声を選択して加算処理を行う。  To realize the above operation, each reception desk device 20 of the call center also has a flag for reception desks # 31 and # 32 for the reception voice addition section 42 and the transmission voice addition section 45, and At the time of the interruption, these corresponding flags are set to ON, and the reception voice addition section 42 and the transmission voice addition section 45 select the interruption voice and perform the addition processing.
なお、 F i g . 6には、 両者割込の例と して、 ア ドバイスセンタの受 付台 # 3 2におけるオペレータが受付台 # 1 の通話に対して両者割込を 行った場合における割込音声の音声データの伝達経路が示されている (図 6 ； ( E 5 > 参照）。  Fig. 6 shows an example of a two-way interrupt, in which the operator at the reception desk # 32 of the advisory center interrupts both calls for the reception desk # 1. The transmission route of the audio data of the audio is shown (see FIG. 6; (E5>)).
実施例 2によれば、 コールセンタに対する後方支援をァ ドバイスセン タが遠隔から行う ことができる。 勿論、 コールセンタでは、 F i g . 1 に示した指令センタにおける受付システムと同様の作用および効果を得 ることができる。  According to the second embodiment, the advisor center can remotely provide logistical support to the call center. Of course, in the call center, the same operation and effect as the reception system in the command center shown in FIG. 1 can be obtained.
〔実施例 3〕  (Example 3)
F i g . 8は、 実施例 3を示すシステム構成図である。 F i g · 8に 示す実施例 3のシステム構成の大略は、 F i g . .6に示した実施例 2 と 同様であり、 コールセンタに高度な質問等が来た場合に、 ア ドバイスセ ンタが後方支援を行う ことを可能とする。 但し、 次の点で実施例 2 と異 なっている。  FIG. 8 is a system configuration diagram showing the third embodiment. The system configuration of the third embodiment shown in Fig. 8 is roughly the same as that of the second embodiment shown in Fig. .6.If an advanced question or the like arrives at the call center, the advice center provides logistical support. It is possible to perform However, it differs from Example 2 in the following points.
F i g . 8に示すように、コールセンタとア ドバイスセンタとの間は、 各センタのルータ 1 2—ルータ 1 1 2間が専用線等で接続されることに よって結ばれている。 専用線は、 データ系回線と V o I P (音声バケツ ト 回線）とが統合された回線である。 また、 各センタの音声多重 HU B装置 は、 実施例 1で説明した音声多重 HU B装置 3 0が適用されており、 実 施例 2のよ う に、 音声多重 HU B装置間はアナ口グ回線で結ばれていな い。 As shown in Fig. 8, between the call center and the advice center, routers 12 and 11 of each center are connected by a dedicated line or the like. Therefore they are tied. The leased line is a line in which the data line and VoIP (voice bucket line) are integrated. In addition, the voice multiplexing HUB device 30 described in the first embodiment is applied to the voice multiplexing HUB device of each center, and as in the second embodiment, the audio multiplexing HUB device is analogous. Not connected by line.
実施例 3では、 ア ドバイ スセンタにおける 1以上の受付台（F i g . 8 では、 二つの受付台 # 3 1および # 3 2を例示）におけるコ一ルセンタ内 の通話のモニタや割込に係る音声の通信は、 コールセンタとァ ドバイ ス センタ とを結ぶデータ系回線（コールセンタの L AN 1 1一ルータ 1 2 —専用線一ルータ 1 1 2—ア ドバイ スセンタの L AN 1 1 1 )を用いた V o I P通信（音声パケッ ト通信）で行う。  In the third embodiment, the voice related to the monitoring and interruption of the call in the call center at one or more reception desks (two reception desks # 31 and # 32 in FIG. 8 are illustrated in FIG. 8) are used. Communication between the call center and the ad- vance center is performed using a data line (LAN 11 1 at the call center 1 router 1 2-dedicated line 1 router 1 1 2-LAN 11 1 at the ad- vance center). o Perform by IP communication (voice packet communication).
このため、 実施例 3における各受付台装置 2 0は、 F i g . 9に示す ような構成を持つ。 F i g . 9は、 実施例 3における受付台装置 3 0の 構成例を示す図である。  For this reason, each reception board device 20 in the third embodiment has a configuration as shown in FIG. FIG. 9 is a diagram illustrating a configuration example of the reception board device 30 according to the third embodiment.
F i g . 9に示す受付台装置 2 0は、 F i g . 2に示した受付台装置 2 0 と次のよ うに異なっている。 すなわち、 P C 2 1は、 ア ドバイスセ ンタの受付台装置 2 O Aとの間で送受信される音声バケツ トに係る音声 用のサウンドカード 1 2 1 Aを備えている。  The reception board device 20 shown in FIG. 9 differs from the reception board device 20 shown in FIG. 2 as follows. That is, the PC 21 includes a sound card 122A for voice related to a voice bucket transmitted / received to / from the reception center device 2OA of the advice center.
また、 音声ミキシング /分配装置 2 3は、 F i g . 1に示した構成要素 に加えて、 サウンドカード 1 2 1 Aの音声出力部にインターフェイ スを 介して接続される A/D変換部（P CMコーデック） 1 4 1 と、 A/D変換 部 1 4 1 に接続される第 2受話音声加算部 1 4 2 と、 第 2受話音声加算 部 1 4 2に接続されると ともに、 プレス ト 2 4の受話部 2 4 Aにィンタ 一フェイ スを介して接続される A/D変換部（P CMコーデック） 1 4 3 と、 ブレス ト 2 4の送話部 2 4 Bにインターフェイスを介して接続され る A /D変換部（P CMコーデック） 1 4 4 と、 A/D変換部 1 4 4に接続 される第 2送話音声加算部 1 4 5 と、 第 2送話音声加算部 1 4 5に接続 されると ともに、 サウンドカード 1 2 1 Aの音声入力部にインターフエ ィスを介して接続される A/D変換部（P CMコーデック） 1 4 6 とを備 えている。 In addition to the components shown in FIG. 1, the audio mixing / distribution device 23 includes an A / D converter (an A / D converter) connected to the audio output unit of the sound card 121 A via an interface. (PCM codec) 14 1, the second received voice addition unit 14 2 connected to the A / D conversion unit 14 1, and the second received voice addition unit 14 2 A / D converter (PCM codec) 144 connected to receiver 24 24 A via interface, and transmitter 24 B of breast 24 via interface A / D converter (PCM codec) 144 connected, second transmitting voice adder 144 connected to A / D converter 144, second transmitting voice adder 1 A / D converter (PCM codec) 144 connected to the audio input section of the sound card 121 A via an interface as well as being connected to 45 I have.
各 A/D変換部 1 4 1 , 1 4 3 , 1 44 , 1 4 6の各機能は、各 A/D変換 部 4 1， 4 3， 4 4， 4 6 と同様である。 また、 第 2受話音声加算部 1 4 2 およぴ第 2送話音声加算部 1 4 5のそれぞれは、 マイ ク ロ コンピュータ 4 8 と制御線を介して接続されており、 自身に入力される音声データを マイクロコンピュータ 4 8による制御にしたがつて選択 ·出力する点で、 受話音声加算部 4 2および送話音声加算部 4 5 と同様の構成を持つ。  The functions of the A / D converters 141, 144, 144, and 146 are the same as those of the A / D converters 41, 43, 44, and 46, respectively. Further, each of the second received voice addition section 144 and the second transmitted voice addition section 144 is connected to a micro computer 48 via a control line, and is input to itself. It has the same configuration as the receiving voice adding unit 42 and the transmitting voice adding unit 45 in that voice data is selected and output according to control by the microcomputer 48.
また、 第 2送話音声加算部 4 5は、 A/D変換部 4 1から音声データを 受け取るよ うに構成されている。 また、 送話音声加算部 4 5は、 A/D変 換部 1 4 1から音声データを受け取るように構成されている。  Further, the second transmission voice addition section 45 is configured to receive voice data from the A / D conversion section 41. Further, the transmission voice addition section 45 is configured to receive voice data from the A / D conversion section 141.
実施例 3における動作例は、次の通りである。 コールセンタにおいて、 或る受付台（例えば、 受付台 # 1 )のオペレータ（受付者）が問い合わせ者 との間で通話を行っており、 受付者が問い合わせ者から高度な質問を受 け取った場合を仮定する。  An operation example in the third embodiment is as follows. In a call center, an operator (receptionist) at a reception desk (for example, reception desk # 1) is making a call with an inquirer, and the receptionist receives an advanced question from the inquirer. Assume.
この場合には、 受付者は、 L C D 2 2の遠隔救援要求釦を押す。 する と、 受付台 # 1'の P C 2 1が救援要求に係る制御データを含むパケッ ト を生成し、 上記したデータ系回線を用いてア ドバイスセンタの各受付台 # 3 1， # 3 2の：？ 〇 2 1八に送信する。  In this case, the receptionist pushes the remote rescue request button of LCD22. Then, the PC 21 of the reception desk # 1 'generates a packet including the control data relating to the rescue request, and the reception desk # 31, # 32 of the advising center using the data line described above. :? 〇 Send to 2 18
各 P C.2 1 Aは、 L C D 2 2 Aに遠隔救援要求を表示する。 各受付台 # 3 1， # 3 2のオペレータは、 L C D 2 2 Aの操作によ り 当該救援要求 に応答することができる。 このとき、 例えば、 受付台 # 3 1のオペレー タが応答した場合を仮定する。  Each PC.21A will display a remote rescue request on the LCD22A. The operator of each reception desk # 31, # 32 can respond to the rescue request by operating LCD22A. At this time, it is assumed that, for example, the operator of the reception desk # 31 responds.
すると、 受付台 # 3 1の P C 2 1 Aは、 受付台 # 1 の通話のモユタを 示す制御データを含むパケッ トを受付台 # 1の P C 2 1へデータ系回線 を通じて送信する。 P C 2 1は、 パケッ トを受信すると、 音声ミキシン グ /分配装置 4 3のマイク ロコンピュータ 4 8に対し、 モニタに係る制御 情報を与える。  Then, PC 21 A of reception desk # 31 transmits a packet including control data indicating a caller of reception desk # 1 to PC 21 of reception desk # 1 via a data line. When receiving the packet, the PC 21 gives control information on the monitor to the microcomputer 48 of the audio mixing / distribution device 43.
マイクロコンピュータ 4 8は、 制御情報にしたがって、 次のよ うな制 御を行う。 すなわち、 マイク ロコンピュータ 4 8は、 第 2送話音声加算 1986 The microcomputer 48 performs the following control according to the control information. In other words, the microcomputer 48 adds the second transmitted voice 1986
38 部 4 5に対し、 受付者の音声データ， および問い合わせ者の音声データ を加算処理（選択および出力）するよ うな設定を施す。  38 Set the settings to add (select and output) the voice data of the acceptor and the voice data of the inquirer for 45 and 45.
上記設定によって、 サウンドカー ド 2 1 Aから出力される問い合わせ 者の音声は、 A/D変換部 4 1， 受話音声加算部 4 2 , /0変換部 4 3 を経てブレス ト 2 4の受話部 2 4 Aから出力される。 このとき、 A/D変 換部 4 1から出力された音声データは、 第 2送話音声加算部 1 4 5にも 入力される。 第 2送話音声加算部 1 4 5は上記設定にしたがって、 入力 された音声データを A /D変換部 1 4 6へ出力する。 出力された音声デー タは、 A/D変換部 1 4 6で音声信号に変換されてサゥン ドカー ド 1 2 1 Aに入力される。 そして、 P C 2 1において、 サウンドカー ド 1 2 1 A に入力された音声を含む音声バケツ トが生成され、 受付台 # 3 1の P C 2 1 A宛で L AN 1 1 に送出される。  With the above setting, the inquirer's voice output from the sound card 21 A passes through the A / D converter 41, the received voice adder 42, and the / 0 converter 43, and the receiver of the breast 24. Output from 24 A. At this time, the audio data output from the A / D conversion section 41 is also input to the second transmission audio addition section 144. The second transmitted voice addition section 144 outputs the input voice data to the A / D conversion section 144 according to the above setting. The output audio data is converted to an audio signal by the A / D converter 146 and input to the sound card 122A. Then, in the PC 21, a voice bucket including the voice input to the sound card 12 A is generated, and transmitted to the LAN 11 to the PC 21 A of the reception desk # 31.
また、 受付台 # 1 のブレス ト 2 4の送話部 2 4 Bから入力される音声 は、 /0変換部 4 4， 送話音声加算部 4 5 , A/D変換部 4 6を経てサ ゥンドカー ド 2 1 Aに入力され、 問い合わせ者に送られる。 一方、 送話 部 2 4 Bから入力される音声は、 A/D変換部 1 4 4にも入力され、 ここ で音声データに変換され、 第 2送話音声加算部 1 4 5に入力される。 第 2送話音声加算部 1 4 5は、 上記設定にしたがって、 入力された音声デ ータを A/D変換部 1 4 6へ出力する。 出力された音声データは、 A/D 変換部 1 4 6で音声信号に変換されてサウンドカード 1 2 1 Aに入力さ れる。 そして、 P C 2 1 において、 サウンドカー ド 1 2 1 Aに入力され た音声を含む音声パケッ トが生成され、 受付台 # 3 1の P C 2 1 A宛で LAN 1 1に送出される。  In addition, the voice input from the transmitting section 24 B of the bracelet 24 of the reception desk # 1 passes through the / 0 converting section 44, the transmitting voice adding section 45, and the A / D converting section 46. Entered into the card 21 A and sent to the inquirer. On the other hand, the voice input from the transmitting section 24 B is also input to the A / D conversion section 144, where it is converted into voice data and input to the second transmitting voice adding section 144. . The second transmitted voice addition section 144 outputs the input voice data to the A / D conversion section 144 according to the above setting. The output audio data is converted to an audio signal by the A / D converter 146 and input to the sound card 122A. Then, in PC 21, a voice packet including the voice input to the sound card 12 A is generated and transmitted to the LAN 11 to the PC 21 A of the reception desk # 31.
以上のよ うにして、 受付台 # 1の通話がモニタされる場合には、 その 受付台装置 2 0において、 通話音声（問い合わせ者の音声および/または 受付者の音声）を含む音声バケツ トが生成され、 ア ドパイスセンタにおけ る救援（支援）元の受付台の P C 2 1 A (受付台 # 3 1の P C 2 1 A)へ送 信される。  As described above, when the call of the reception desk # 1 is monitored, a voice bucket including the call voice (the voice of the inquiry person and / or the voice of the reception person) is generated in the reception desk device 20. It is generated and sent to the PC 21 A of the reception desk (reception desk # 31, PC 21 A) at the add-up center.
受付台 # 3 1の受付台装置 2 O Aは、 音声パケッ トを受信し、 これに 含まれた音声をブレス ト 2 4の受話部 2 4 Aから出力する。 これによつ て、 受付台 # 3 1のオペレータは、 モニタ対象の通話を聞く ことができ る。 Reception desk # 31 1 reception desk equipment 2 OA receives the voice packet and The included voice is output from the receiver 24 A of the breast 24. This allows the operator at reception desk # 31 to hear the monitored call.
その後、 受付台 # 3 1のオペレータ（支援者）は、 受付者割込または両 者割込を行う場合には、 L C D 2 2 Aの対応釦を押す。 すると、 受付台 # 3 1 の； P C 2 1 Aが、 割込情報（受付者割込情報また 'は両者割込情報） を制御データと して含むバケツ トを生成し、 データ系回線を介して受付 台 # 1 の P C 2 1宛に送信する。  Thereafter, the operator (supporter) of reception desk # 31 presses the corresponding button of LCD22A to perform the receptionist interruption or both interruptions. Then, PC 21A of reception desk # 31 generates a bucket containing the interruption information (receptionist interruption information or both interruption information) as control data, and transmits the data via a data line. To PC 21 on reception desk # 1.
受付台 # 1 の P C 2 1 は、 パケッ トを受信すると、 これに含まれた割 込情報を制御情報と して音声ミキシング /分配装置 2 3 のマイク ロ コン ピュータ 4 8に与える。 マイクロコンピュータ 4 8は、 割込情報に基づ いて次に示す制御を行う。 すなわち、 マイクロ コンピュータ 4 8は、 第 2受話音声加算部 1 4 2に対し、支援者の音声データ（受付台 # 3 1 の音 声データ）を加算（選択および出力）する設定を施す。 このとき、 割込情報 が両者割込情報であれば、 マイク ロ コンピュータ 4 8は、 送話音声加算 部 4 5に対し、 支援者の音声データ（受付台 # 3 1の音声データ）を加算 (選択および出力）する設定を施す。  When receiving the packet, the PC 21 of the reception desk # 1 gives the interrupt information included in the packet to the micro computer 48 of the audio mixing / distributing device 23 as control information. The microcomputer 48 performs the following control based on the interrupt information. That is, the microcomputer 48 sets the second received voice addition unit 142 to add (select and output) the voice data of the supporter (voice data of the reception desk # 31). At this time, if the interrupt information is both interrupt information, the micro computer 48 adds the voice data of the supporter (voice data of the reception desk # 31) to the transmission voice addition unit 45 ( Selection and output).
その後、 受付台 # 3 1 において、 ブレス ト 2 4の送話部 2 4 Bから支 援者の音声（割込音声）が入力されると、 P C 2 1 Aにおいて割込音声を 含む音声バケツ トが生成され、 データ系回線を通じて受付台 # 1 の P C 2 1へ送信される。 P C 2 1 は、 例えば、 音声バケツ トの送信元ァ ドレ スからこの音声パケッ トが割込音声のバケツ トであることを認識し、 音 声バケツ トに含まれた割込音声をサウンドカー ド 1 2 1 Aに渡す。 サゥ ン ドカード 1 2 1 Aは、 割込音声を音声ミキシング /分配装置 2 3の A/ D変換部 1 4 1に渡す。  Then, at reception desk # 31, when the supporter's voice (interrupted voice) is input from the transmitter 24B of the bracelet 24, the voice bucket including the interrupted voice is sent to the PC 21A. Is generated and transmitted to PC 21 of reception desk # 1 through the data line. For example, the PC 21 recognizes that the voice packet is an interrupt voice bucket from the source address of the voice bucket, and converts the interrupt voice included in the voice bucket into a sound card. Hand over to 1 2 1 A. The sound card 1 21 A passes the interrupted sound to the A / D conversion section 1 41 of the sound mixing / distribution device 23.
する と、割込音声は、 A/D変換部 1 4 1 ,第 2受話音声加算部 1 4 2， A/D変換部 1 4 3を経てブレス ト 2 4の受話部 2 4 Aから出力される。 このよ うにして、 受付者割込が実現される。  Then, the interrupted voice is output from the receiver 24 A of the breast 24 through the A / D converter 141, the second received voice adder 144, and the A / D converter 144. You. In this way, the receptionist interruption is realized.
と ころで、 A/D変換部 1 4 1から出力される割込音声の音声データは 第 2受話音声加算部 1 4 2に入力されると ともに、 送話音声加算部 4 5 にも入力される。 このとき、 割込が両者割込であれば、 送話音声加算部 4 5は、 自身に施されている設定にしたがって割込音声の音声データを 加算し、 A/D変換部 4 6に出力する。 これに対し、 割込が受付者割込で あれば、 送話音声加算部 4 5には割込音声の音声データを加算する設定 が施されていない。 このため、 送話音声加算部 4 5は、 割込音声の音声 データを A/D変換部 4 6に出力しない。 At this point, the audio data of the interrupt audio output from the A / D converter The signal is input to the second received voice addition unit 14 2 and is also input to the transmitted voice addition unit 45. At this time, if the interrupt is both interrupts, the transmitting voice adding unit 45 adds the voice data of the interrupt voice according to the setting made for itself and outputs the result to the A / D converting unit 46 I do. On the other hand, if the interrupt is a receptionist interrupt, the transmission voice adding unit 45 is not set to add the voice data of the interrupt voice. For this reason, the transmission voice addition section 45 does not output the voice data of the interrupt voice to the A / D conversion section 46.
A/D変換部 4 6に入力された割込音声の音声データは、音声信号に変 換されサウンドカード 2 1 Aに入力される。 そして、 P C 2 1が割込音 声を含む音声バケツ トを生成して V o I Pゲー トウエイ装置 1 0 (問い 合わせ者）に送信する。 このよ うにして、 両者割込が実現される。  The audio data of the interrupt audio input to the A / D converter 46 is converted into an audio signal and input to the sound card 21A. Then, the PC 21 generates a voice bucket including the interrupt voice and transmits it to the VoIP gateway device 10 (inquirer). In this way, both interrupts are realized.
なお、 F i g . 8には、 両者割込の例と して、 ア ドバイスセンタの受 付台 # 3 2におけるオペレータ（支援者）が受付台 # 1 の通話に対して両 者割込を行った場合における割込音声の伝達経路が示されている。  In Fig. 8, as an example of both interruptions, the operator (supporter) at reception desk # 32 at the advisor center interrupts the call on reception desk # 1. In this case, the transmission route of the interrupted voice in the case where the voice is interrupted is shown.
実施例 3によれば、 コールセンタに対する後方支援をァ ドバイスセン タが遠隔から行う ことができる。 勿論、 コールセンタでは、 F i g . 1 に示した指令センタにおける受付システムと同様の効果を得ることがで きる。  According to the third embodiment, the advisor center can remotely provide logistical support to the call center. Of course, in the call center, the same effect as the reception system in the command center shown in FIG. 1 can be obtained.
実施例 3は、 実施例 2 と異なり、 音声データ用のアナログ回線が不要 となる。 このため、 F i g . 7に示したよ うな音声多重 HU B装置 3 0 の変形は不要となる。 但し、 実施例 3では、 モニタおよび割込に係る音 声データがデータ系回線（L AN)上を転送される。 このため、 実施例 2 よ り もコールセンタの L AN上の トラフィ ックが増加することが考えら れる。 もっとも、 後方支援に係るモニタや割込は、 定常的に行われるも のではない。 したがって、 L A N上の トラフィ ックの増加は、 一時的な ものにと どまる。  The third embodiment differs from the second embodiment in that an analog line for voice data is not required. Therefore, the modification of the voice multiplexing hub device 30 as shown in FIG. 7 is not required. However, in the third embodiment, the audio data relating to the monitor and the interrupt is transferred on the data line (LAN). For this reason, traffic on the LAN of the call center may increase more than in the second embodiment. However, monitoring and interruption for logistics support are not performed on a regular basis. Thus, the increase in traffic on the LAN is only temporary.
また、 モニタ用の音声がデータ系回線を通じて遠隔の受付台に伝送さ れる構成となっているが、 音声の宛先は遠隔地であるので、 実施例 1で 説明したよ うな音声の遅延や揺らぎによる弊害はない。 なお、 本発明は、 次のよ うに特定することもできる。 In addition, although the monitoring sound is transmitted to the remote reception desk through the data line, the sound is sent to the remote location, and the sound is transmitted to the remote location. There is no evil. Note that the present invention can be specified as follows.
( 1 ) 第 1音声データ（例えば、 問い合わせ者の音声）と、 第 2音声デー タ（例えば、 他の受付台からの音声）とのうちの少なく とも一方を選択し て出力する第 1出力手段（例えば、 受話音声加算部）と、 第 3音声データ (例えば、 受付者の音声）と第 2音声データとのう ちの少なく と も一方を 選択して出力する第 2出力手段（例えば、 送話音声加算部）と、 第 1音声 データと第 2音声データとの少なく とも一方を選択して出力する第 3出 力手段（例えば、 H U B音声加算部）と、 前記第 1、 第 2、 第 3出力手段 の選択おょぴ出力動作を制御する制御手段（例えば、 マイクロコンピュー タ）とを備える音声選択出力装置。  (1) First output means for selecting and outputting at least one of first voice data (for example, voice of an inquirer) and second voice data (for example, voice from another reception desk). (E.g., a reception voice addition unit), and second output means (e.g., transmission voice) that selects and outputs at least one of the third voice data (for example, the voice of the recipient) and the second voice data. An audio adding unit), a third output unit (for example, a HUB audio adding unit) for selecting and outputting at least one of the first audio data and the second audio data, and the first, second, and third audio data. An audio selection / output device comprising: a control unit (for example, a microcomputer) for controlling an output operation.
( 2 ) 前記第 1および第 2出力手段は、 時分割多重された複数の第 3音 声データのう ちの少なく とも一つを選択して出力する上記（ 1 )記載の音 声選択出力装置。  (2) The voice selection output device according to (1), wherein the first and second output means select and output at least one of a plurality of time-division multiplexed third voice data.
( 3 ) 前記第 1 および第 2 出力手段は、 複数の音声選択出力装置の 第 3 出力手段からそれぞれ出力 される第 1 および/または第 2音声 データ を第 3 音声データ と して時分割多重する時分割多重装置（例 えば、 音声多重 H U B装置）から時分割多重された複数の第 3音声 データ を受け取る上記（2 )記載の音声選択出力装置。  (3) The first and second output units time-division multiplex the first and / or second audio data respectively output from the third output units of the plurality of audio selection output devices as third audio data. The audio selection output device according to (2), which receives a plurality of time-division multiplexed third audio data from a time-division multiplexing device (for example, an audio multiplexing HUB device).
( 4 ) 第 1 音声データ と、 第 3音声データ と の少なく と も一方を選 択して出力可能な第 4 出力手段（例えば、 第 2送話音声加算部）をさ らに備え、 前記制御手段は前記第 4 出力手段の選択および出力動作 を制御する上記（ 1 )〜（ 3 )のいずれかに記載の音声選択出力装置。 (4) Fourth output means (for example, a second transmission voice addition unit) capable of selecting and outputting at least one of the first voice data and the third voice data, and further comprising: The voice selecting and outputting device according to any one of (1) to (3), wherein the means controls the selection and the output operation of the fourth output means.
( 5 ) 第 4音声データ （例えば、 遠隔の支援者の音声）を選択して出 力可能な第 5 出力手段（例えば、 第 2受話音声加算部）をさ らに備え 前記第 2 出力手段は、 さ らに第 4音声データを選択して出力可能で あ り 、 前記制御手段は、 前記第 4および第 5 出力手段の選択および 出力動作を制御する上記（4 )記載の音声選択出力装置。 産業上の利用可能性 本発明は、 警察や消防等の電話による緊急通報の受付システム、 問い 合わせ者からの電話質問を受け付けるコールセンタ， 住民等からの質問 をうけつける自治体ネッ トワーク等の、 電話等の音声による問い合わせ を受け付ける様々な受付システムに適用可能である。 (5) Fifth output means (for example, a second received voice addition unit) capable of selecting and outputting fourth voice data (for example, voice of a remote supporter) is further provided, wherein the second output means The audio selection and output device according to (4), wherein the control unit controls the selection and the output operation of the fourth and fifth output units. Industrial applicability The present invention receives voice inquiries by telephone or the like from a system for receiving emergency calls by telephone such as police or fire departments, a call center for receiving telephone questions from inquiries, and a local government network for receiving questions from residents. It can be applied to various reception systems.

Claims

請 求 の 範 囲 The scope of the claims
1 . 問い合わせ者からの音声による問い合わせを受付可能な複数の受付 台装置と、 1. A plurality of reception desk devices capable of receiving voice inquiries from inquiries,
前記複数の受付台装置と L A Nを介して接続され、 前記問.い合わせに 応答した受付台装置の受付者と前記問い合わせ者との通話に係る音声デ ータを含む音声バケツ トを当該受付台装置との間で前記 L A Nを介して 送受信する V o I Pゲートウェイ装置と、  The reception console is connected to the plurality of reception consoles via a LAN, and transmits a voice bucket including voice data relating to a call between the receiver of the reception console and the inquirer who responded to the inquiry. A Vo IP gateway device for transmitting and receiving to and from the device via the LAN;
各受付台装置に入力された音声データを各受付台装置から受信して時 分割多重し、 各受付台装置に並列に分配する音声多重 H U B装置と を含む音声による問い合わせの受付システム。  A voice inquiry reception system that includes a voice multiplexing hub device that receives time-division multiplexing of voice data input to each reception desk device from each reception desk device and distributes the data in parallel to each reception desk device.
2 . 前記各受付台装置は、 制御装置と、 音声ミキシング/分配装置と、 音 声出力部と、 音声入力部とを含み、 2. Each of the reception board devices includes a control device, a sound mixing / distribution device, a sound output unit, and a sound input unit,
前記制御装置は、 前記 V o I Pゲー トウェイ装置から受信する音声パ ケッ トに含まれた問い合わせ者の音声を前記音声ミキシング /分配装置 に与えると と もに、 前記問い合わせ者に送信すべき音声と して前記音声 ミ キシング/分配装置から受け取る音声を含む音声パケッ トを生成して 前記 V o I Pゲー トウェイ装置に送信し、  The control device provides the voice mixing / distribution device with the voice of the inquirer included in the voice packet received from the Vo IP gateway device, and the voice to be transmitted to the inquirer. Generating a voice packet including voice received from the voice mixing / distribution device, and transmitting the voice packet to the Vo IP gateway device;
前記音声ミキシング /分配装置は、  The audio mixing / distributing device is
前記音声出力部から出力すべき音声と して、 前記問い合わせ者の音 声に係る音声データと、 前記音声多重 H U B装置から入力される他の受 付台装置の音声データとの少なく とも一方を選択して出力する受話音声 選択手段と、  As the sound to be output from the sound output unit, at least one of the sound data of the sound of the inquirer and the sound data of another receiving stand device input from the sound multiplexing HUB device is selected. Receiving voice selecting means for outputting
前記問い合わせ者に送信すべき音声と して、 前記音声入力部から入 力される前記受付者の音声データと、 前記音声多重 H U B装置から入力 される他の受付台装置の音声データ との少なく とも一方を選択して出力 する送話音声選択手段と、  As the voice to be transmitted to the inquirer, at least the voice data of the receiver input from the voice input unit and the voice data of another reception board device input from the voice multiplex HUB device. Transmitting voice selecting means for selecting and outputting one of them;
前記音声多重 H U B装置へ送出すべき音声と して、 前記問い合わせ 者の音声に係る音声データと、 '前記音声入力部から入力される前記受付 者の音声データとの少なく とも一方を選択して出力する転送音声選択手 段とを含む The inquiry as the audio to be transmitted to the audio multiplex HUB device Transfer data selecting means for selecting and outputting at least one of the voice data of the receiver and the voice data of the receiver input from the voice input unit.
請求項 1記載の音声による問い合わせの受付システム。 The system for receiving inquiries by voice according to claim 1.
3 . 前記制御装置は、 前記受話音声選択手段， 前記送話音声選択手段， および前記転送音声選択手段のそれぞれにおける音声データの選択およ ぴ出力処理を制御する 3. The control device controls selection and output processing of voice data in each of the received voice selection means, the transmitted voice selection means, and the transfer voice selection means.
請求項 2記載の音声による問い合わせの受付システム。 3. A system for receiving inquiries by voice according to claim 2.
4 . 各受付台装置の制御装置は、 前記問い合わせ者からの着信に対する 応答指示が入力された場合に、 前記転送音声選択手段が前記問い合わせ 者の音声に係る音声データ， および前記音声入力部から入力ざれる前記 受付者の音声データを選択して前記音声多重 H U B装置に出力するよ う に制御する 4. The control device of each reception board device, when a response instruction to the incoming call from the inquirer is input, the transfer voice selecting means inputs the voice data relating to the voice of the inquirer and the voice input unit. Control so as to select the voice data of the receiver and output it to the voice multiplex HUB device
請求項 3記載の音声による問い合わせの受付システム。 4. A system for receiving inquiries by voice according to claim 3.
5 . 各受付台装置の制御装置は、 他の受付台装置に入力される音声の.監 視指示が入力された場合に、 前記受話音声選択手段が前記音声多重 H U B装置から受け取る当該他の受付台装置の音声データを選択して出力す るよ うに制御する 5. The control device of each reception desk apparatus receives the other reception received from the audio multiplexed HUB apparatus by the reception sound selection means when the monitoring instruction of the sound input to the other reception desk apparatus is input. Control to select and output audio data from the base unit
請求項 4記載の音声による問い合わせの受付システム。 5. A system for accepting inquiries by voice according to claim 4.
6 . 各受付台装置の制御装置は、 他の受付台装置における通話の一方に 対する割込指示が入力された場合に、 この他の受付台装置の制御装置に 対し、 割込に係る制御データを含むバケツ トを前記 L A Nを介して送信 し、 6. When an interrupt instruction for one of the calls on the other reception desk device is input, the control device of each reception desk device transmits control data related to the interruption to the control device of the other reception desk device. Sending a bucket containing
前記他の受付台装置の制御装置は、 前記バケツ トに含まれた制御デー タに基づいて、 当該他の受付台装置の受話音声選択手段が前記問い合わ せ者の音声に係る音声データ， および前記音声多重 H U B装置から受け 取る割込元の受付台装置の音声データを選択して出力するよ うに制御す る The control device of the other reception board device may be configured such that, based on the control data included in the bucket, the reception voice selecting means of the other reception board device makes the inquiry. Control to select and output the audio data related to the voice of the user and the audio data of the interrupting reception desk device received from the audio multiplex HUB device.
請求項 4または 5記載の音声による問い合わせの受付システム。 6. A system for accepting inquiries by voice according to claim 4 or 5.
7 . 各受付台装置の制御装置は、 他の受付台装置における通話の双方に 対する割込指示が入力された場合に、 この他の受付台装置の制御装置に 対し、 この割込に係る制御データを含むパケッ トを前記 L A Nを介して 送信し、 7. When the control device of each reception desk device receives an interrupt instruction for both calls in the other reception device, the control device controls the other reception device in accordance with the interruption. Send packets containing data over the LAN,
前記他の受付台装置の制御装置は、 前記パケッ トに含まれた制御デー タに基づいて、 当該他の受付台装置の受話音声選択手段が前記問い合わ せ者の音声に係る音声データ， および前記音声多重 H U B装置から受け 取る割込元の受付台装置の音声データを選択して出力するよ うに制御す ると ともに、 当該他の受付台装置の送話音声選択手段が前記音声入力部 から入力される音声データ， および前記音声多重 H U B装置から受け取 る割込元の受付台装置の音声デ一タを選択して出力するよ うに制御する 請求項 4または 5記載の音声による問い合わせの受付システム。  The control device of the other reception desk device, based on the control data included in the packet, the receiving voice selection means of the other reception desk device, voice data relating to the voice of the inquirer, and In addition to controlling to select and output the audio data of the interrupting reception apparatus received from the audio multiplexing HUB apparatus, the transmission audio selecting means of the other reception apparatus can transmit the audio data from the audio input unit. 6. The voice inquiry receiving system according to claim 4 or 5, wherein the input voice data and the voice data of an interrupt reception desk device received from the voice multiplexing HUB device are selected and output. .
8 . 前記 L A Nは、 パケッ トを伝送可能なデータ系回線を介して前記受 付台装置と同様の構成を持つ 1以上の第 2の受付台装置を収容する第 2 の L A Nに接続されており、 8. The LAN is connected to a second LAN accommodating one or more second reception desk devices having the same configuration as the reception desk device via a data line capable of transmitting packets. ,
前記第 2の受付台装置は、 前記音声多重 H U B装置からアナログ回線 を通じて伝送される前記各受付台装置の音声データが時分割多重された データを受け取り、  The second reception desk apparatus receives time-division multiplexed data of the sound data of each reception desk apparatus transmitted from the audio multiplexing HUB apparatus via an analog line,
前記各受付台装置の制御装置は、 支援要求が入力された場合に、 支援 要求に係るデータを含むバケツ トを前記第 2の受付台装置の制御装置に 前記データ系回線を介して送信し、  When a support request is input, the control device of each of the reception board devices transmits a bucket including data related to the support request to the control device of the second reception board device via the data line,
前記第 2の受付台装置の制御装置は、 前記支援要求に対する応答指示 が入力された場合に、 当該第 2の受付台装置の受話音声選択手段が前記 時分割多重されたデータから支援要求元の受付台装置の音声データを選 択して出力するよ うに制御する The control device of the second reception board device, when a response instruction to the support request is input, the reception voice selecting means of the second reception board device, Control to select and output audio data of reception desk device of support request source from time-division multiplexed data
請求項 4記載の音声による問い合わせの受付システム。 5. A system for accepting inquiries by voice according to claim 4.
9 . 前記第 2の受付台装置の制御装置は、 支援先の受付台装置における 通話の一方に対する割込指示が入力された場合に、 この支援先の受付台 装置の制御装置に対し、 割込に係る制御データを含むバケツ トを前記デ ータ系回線を介して送信し、 9. The control device of the second reception desk device, when an interrupt instruction for one of the calls at the support reception desk device is input, interrupts the control device of the support reception desk device. Transmitting a bucket containing the control data according to
前記第 2の受付台装置の音声ミ キシング/分配装置は自身に入力され た割込音声の音声データを出力し、 この割込音声の音声データは前記ァ ナログ回線を介して前記音声多重 H U B装置に入力され、 前記音声多重 H U B装置はこの割込音声の音声データを前記支援先の受付台装置に入 力し、  The audio mixing / distribution device of the second reception board device outputs the audio data of the interrupt audio input to itself, and the audio data of the interrupt audio is transmitted to the audio multiplex HUB device via the analog line. The audio multiplexing HUB apparatus inputs the audio data of the interrupted audio to the reception desk apparatus of the support destination,
前記支援先の受付台装置の制御装置は、 前記バケツ トに含まれた制御 データに基づいて、 当該支援先の受付台装置の受話音声選択手段が前記 問い合わせ者の音声に係る音声データ， および前記音声多重 H U B装置 から受け取る前記割込音声の音声データを選択して出力するよ うにを制 御する  The control device of the reception desk device of the support destination, based on the control data included in the bucket, the receiving voice selection means of the reception desk device of the support destination, voice data related to the voice of the inquirer, and Control to select and output the audio data of the interrupt audio received from the audio multiplex HUB device
請求項 8記載の音声による問い合わせの受付システム。 9. The system for receiving inquiries by voice according to claim 8.
1 0 . 前記第 2の受付台装置の制御装置は、 支援先の受付台装置におけ る通話の双方に対する割込指示が入力された場合に、 この支援先の受付 台装置の制御装置に、 割込に係る制御データを含むバケツ トを前記デー タ系回線を介して送信し、 10. The control device of the second reception desk device, when an interrupt instruction for both of the calls at the support reception desk device is input, the control device of the support reception desk device: Transmitting a bucket containing control data related to the interrupt via the data system line;
前記第 2の受付台装置の音声ミキシング /分配装置は、 自身に入力され た割込音声の音声データを出力し、 この割込音声の音声データは、 前記 アナログ回線を介して前記音声多重 H U B装置に入力され、 前記音声多 重 H U B装置は、 この割込音声の音声データを前記支援先の受付台装置 に入力し、 前記支援先の受付台装置の制御装置は、 前記バケツ トに含まれた制御 データに基づいて、 当該支援先の受付台装置の受話音声選択手段が前記 問い合わせ者の音声に係る音声データ， および前記音声多重 H U B装置 から受け取る前記割込音声の音声データを選択して出力するよ う に制御 すると ともに、 当該支援先の受付台装置の送話音声選択手段が前記音声 入力部から入力される音声データ， および前記音声多重 H U B装置から 受け取る前記割込音声の音声データを選択して出力するよ うに制御する 請求項 8記載の音声による問い合わせの受付システム。 The audio mixing / distribution device of the second reception board device outputs the audio data of the interrupt audio input to itself, and the audio data of the interrupt audio is transmitted to the audio multiplex HUB device via the analog line. The audio multiplexed HUB device inputs the audio data of the interrupted audio to the reception desk device of the support destination, The control device of the reception desk device of the support destination, based on the control data included in the bucket, the receiving voice selection means of the reception desk device of the support destination, voice data related to the voice of the inquirer, and The audio data of the interruption audio received from the audio multiplex HUB device is controlled to be selected and output, and the transmission audio selection means of the reception desk device of the support destination receives the audio data input from the audio input unit. 9. The system for receiving an inquiry by voice according to claim 8, wherein the control is such that voice data of the interrupt voice received from the voice multiplex HUB device is selected and output.
1 1 . 前記 L A Nは、 パケッ トを伝送可能なデータ系回線を介して前記 受付台装置と同様の構成を持つ 1以上の第 2の受付台装置を収容する第 2の L A Nに接続されており、 11. The LAN is connected to a second LAN accommodating one or more second reception desk devices having the same configuration as the reception desk device via a data line capable of transmitting packets. ,
前記各受付台装置の制御装置は、 支援要求が入力された場合に、 支援 要求に係るデータを含むバケツ トを前記第 2の受付台装置の制御装置に 前記データ系回線を介して送信すると ともに、 この支援要求に応答する 第 2の受付台装置へ監視対象の音声を含む音声バケツ トを前記データ系 回線を通じて転送し、  When a support request is input, the control device of each of the reception desk devices transmits a bucket including data relating to the support request to the control device of the second reception desk device via the data system line. A voice bucket including the voice to be monitored is transferred to the second reception console apparatus responding to the support request through the data line,
前記第 2の受付台装置は、 前記支援要求に応答する場合には、 この支 援要求元の受付台装置から受信する音声バケツ トに含まれた監視対象の 音声をこの第 2の受付台装置に含まれる音声出力部から出力する 請求項 4記載の音声による問い合わせの受付システム。  When responding to the support request, the second reception board apparatus transmits the monitoring target voice included in the voice bucket received from the support request source of the support request source to the second reception board apparatus. 5. The system for receiving inquiries by voice according to claim 4, wherein the system is output from a voice output unit included in the system.
1 2 . 前記第 2の受付台装置は、 支援先の受付台装置における通話の一 方に対する割込指示が入力された場合に、 この支援先の受付台装置の制 御装置に対し、 割込に係る制御データを含むパケッ トを前記データ系回 線を介して送信し、 この第 2の受付台装置に含まれる音声入力部から入 力される割込音声を含む音声バケツ トを前記データ系回線を介して前記 支援先の受付台装置の制御装置に送信し、 1 2. When an interrupt instruction is input to one of the calls at the support reception desk device, the second reception desk device interrupts the control device of the support reception desk device. A packet containing the control data according to the first embodiment is transmitted via the data system circuit, and a voice packet containing an interrupt voice input from a voice input unit included in the second reception console device is transmitted to the data system. Transmitting to the control device of the reception desk device of the support destination via a line,
前記支援先の受付台装置は、 前記割込に係る制御データに基づいて、 前記音声バケツ トに含まれた割込音声を音声出力部から出力する 請求項 1 1記載の音声による問い合わせの受付システム。 The support table at the support destination, based on the control data related to the interrupt, 12. The system according to claim 11, wherein the interrupt voice included in the voice bucket is output from a voice output unit.
1 3 . 前記第 2の受付台装置は、 支援先の受付台装置における通話の双 方に対する割込指示が入力された場合に、 この支援先の受付台装置の制 御装置に、 割込に係る制御データを含むバケツ トを前記データ系回線を 介して送信し、 この第 2の受付台装置に含まれる音声入力部から入力さ れる割込音声を含む音声バケツ トを前記データ系回線を介して前記支援 先の受付台装置に送信し、 13. When an interrupt instruction is input to both sides of the call at the support destination reception desk device, the second reception desk device transmits the interrupt to the control device of the support reception desk device. A bucket containing the control data is transmitted via the data line, and a voice bucket containing an interrupt voice input from a voice input unit included in the second reception board device is transmitted via the data line. To the reception desk device of the support destination
前記支援先の受付台装置は、 前記割込に係る制御データに基づいて、 前記音声パケッ トに含まれた割込音声を音声出力部から出力する と とも に、 割込音声を問い合わせ者へ向けて送信する  The reception desk device of the support destination outputs an interrupt voice included in the voice packet from a voice output unit based on the control data related to the interrupt, and directs the interrupt voice to an inquirer. Send
請求項 1 1記載の音声による問い合わせの受付システム。 11. A system for receiving inquiries by voice according to claim 11.
1 4 . 前記支援先の受付台装置の音声ミキシング /分配装置は、 問い合わ せ者の音声に係る音声データ， およぴ受付者の音声データを選択して出 力可能な第 2の送話音声選択手段をさらに含み、 14. The audio mixing / distribution device of the support desk device of the support destination selects the voice data relating to the voice of the inquirer and the voice data of the receiver and outputs the second voice that can be selected and output. Further comprising voice selection means,
前記支援先の受付台装置の制御装置は、 支援要求に対する応答を前記 第 2の受付台装置から受け取った場合に、 前記第 2の送話音声選択手段 が問い合わせ者の音声データおよび受付者の音声データを選択して出力 するよ うに制御すると ともに、 当該音声ミキシング /分配装置から受け取 る問い合わせ者の音声および/または受付者の音声を含む音声パケッ ト を生成して前記第 2の受付台装置に送信する、  The control device of the reception desk device of the support destination, when a response to the support request is received from the second reception desk device, the second transmission voice selecting means outputs the voice data of the inquiry person and the voice of the reception person. In addition to controlling to select and output the data, a voice packet including the voice of the inquirer and / or the voice of the receiver received from the voice mixing / distribution device is generated and transmitted to the second reception console device. Send,
請求項 1 1記載の音声による問い合わせの受付システム。 11. A system for receiving inquiries by voice according to claim 11.
1 5 . 前記支援先の受付台装置の音声ミキシング/分配装置は、 前記第 2 の受付台装置からの音声バケツ トに含まれた割込音声の音声データが入 力され、 この割込音声の音声データを選択して出力可能な第 2の受話音 声選択手段をさらに含み、 前記支援先の受付台装置の制御装置は、 前記割込に係る制御データを 含むパケッ トを受信した場合に、 この割込に係る制御データに基づいて、 前記第 2の受話音声選択手段が割込音声の音声データを選択して前記音 声出力部へ出力するよ うに制御する 15. The voice mixing / distribution device of the reception desk device of the support destination receives the voice data of the interrupt voice included in the voice bucket from the second reception desk device, and outputs the interrupt voice. A second received voice selecting means capable of selecting and outputting voice data, When receiving the packet including the control data related to the interrupt, the control device of the reception desk device of the support destination, based on the control data related to the interrupt, causes the second reception voice selecting unit to perform the interrupt. Control to select the voice data of the embedded voice and output it to the voice output unit.
請求項 1 2記載の音声による問い合わせの受付システム。 13. A system for receiving inquiries by voice according to claim 12.
1 6 . 前記支援先の受付台装置の音声ミキシング /分配装置は、 前記第 2 の受付台装置からの音声バケツ トに含まれた割込音声の音声データが入 力され、 この割込音声の音声データを.選択して出力可能な第 2の受話音 声選択手段をさらに含み、  16. The voice mixing / distribution device of the reception desk device of the support destination receives the voice data of the interrupt voice included in the voice bucket from the second reception desk device, and outputs the voice data of the interrupt voice. A second received voice selecting means capable of selecting and outputting voice data;
前記支援先の受付台装置の制御装置は、 前記割込に係る制御データを 含むバケツ トを受信した場合に、 この割込に係る制御データに基づいて、 前記第 2の受話音声選択手段が割込音声の音声データを選択して前記音 声出力部へ出力するよ うに制御すると ともに、 前記送話音声選択手段が 自身に入力される割込音声の音声データを選択して出力するよ うに制御 する  When receiving the bucket including the control data related to the interruption, the control device of the reception desk apparatus of the support destination, based on the control data related to the interruption, causes the second reception voice selecting unit to perform the interruption. Control so that the voice data of the interrupted voice is selected and output to the voice output unit, and that the transmission voice selecting means selects and outputs the voice data of the interrupt voice input to itself. Do
請求項 1 3記載の音声による問い合わせの受付システム。 14. A system for receiving inquiries by voice according to claim 13.
PCT/JP2003/001986 2003-02-24 2003-02-24 System for receiving inquiry by speech WO2004075520A1 (en)

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JP2009212636A (en) * 2008-03-03 2009-09-17 Japan Radio Co Ltd Voice line simulation system

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JP2009212636A (en) * 2008-03-03 2009-09-17 Japan Radio Co Ltd Voice line simulation system

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