Operation-related information management device,method, program and telephone operation management system
First Claim
Patent Images
1. An operation-related information management device comprising:
- an information receiving unit receiving, as triggered by conducting a predetermined operation on a telephone terminal, operator identifying information for identifying an operator of said telephone terminal at a point of time when conducting the operation and operation content information representing contents of the operation conducted on said telephone terminal, which are transmitted from said telephone terminal or an exchange managing said telephone terminal;
an information accumulating unit accumulating, as operation-related information that is the information related to the operation conducted on said telephone terminal, the operator identifying information and the operation content information received by said information receiving unit in a way that associates the operator identifying information and the operation content information with call identifying information for identifying a call related to said telephone terminal together with time information; and
a report creating unit extracting the operation-related information accumulated by said information accumulating unit, and creating the report based on the extracted operation-related information.
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Accused Products
Abstract
To aim at obtaining a detailed report, related to an operation at a call center etc, about every operator or received call. Operator identifying information and operation content information transmitted (S102, S105, S202, S204) from a telephone terminal or an exchange, are accumulated (S107, S206) in a way that associates these items of information with call identifying information together with time information, and a report is created based on the accumulated information (S304) and outputted (S307), thereby enabling acquisition of the detailed report about every operator or received call.
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Citations
16 Claims
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1. An operation-related information management device comprising:
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an information receiving unit receiving, as triggered by conducting a predetermined operation on a telephone terminal, operator identifying information for identifying an operator of said telephone terminal at a point of time when conducting the operation and operation content information representing contents of the operation conducted on said telephone terminal, which are transmitted from said telephone terminal or an exchange managing said telephone terminal; an information accumulating unit accumulating, as operation-related information that is the information related to the operation conducted on said telephone terminal, the operator identifying information and the operation content information received by said information receiving unit in a way that associates the operator identifying information and the operation content information with call identifying information for identifying a call related to said telephone terminal together with time information; and a report creating unit extracting the operation-related information accumulated by said information accumulating unit, and creating the report based on the extracted operation-related information. - View Dependent Claims (2, 3, 4, 5)
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6. An operation-related information management method by which a computer including a storage device executes:
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an information receiving step of receiving, as triggered by conducting a predetermined operation on a telephone terminal, operator identifying information for identifying an operator of said telephone terminal at a point of time when conducting the operation and operation content information representing contents of the operation conducted on said telephone terminal, which are transmitted from said telephone terminal or an exchange handling said telephone terminal; an information accumulating step of accumulating, in said storage device, as operation-related information that is the information related to the operation conducted on said telephone terminal, the operator identifying information and the operation content information received in said information receiving step in a way that associates the operator identifying information and the operation content information with call identifying information for identifying a call related to said telephone terminal together with time information; and a report creating step of extracting the operation-related information from said storage device, and creating the report based on the extracted operation-related information. - View Dependent Claims (7, 8, 9, 10)
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11. A readable-by-computer recording medium recorded with an operation-related information management program making a computer function as:
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an information receiving unit receiving, as triggered by conducting a predetermined operation on a telephone terminal, operator identifying information for identifying an operator of said telephone terminal at a point of time when conducting the operation and operation content information representing contents of the operation conducted on said telephone terminal, which are transmitted from said telephone terminal or an exchange handling said telephone terminal; an information accumulating unit accumulating, as operation-related information that is the information related to the operation conducted on said telephone terminal, the operator identifying information and the operation content information received by said information receiving unit in a way that associates the operator identifying information and the operation content information with call identifying information for identifying a call related to said telephone terminal together with time information; and a report creating unit extracting the operation-related information accumulated by said information accumulating unit, and creating the report based on the extracted operation-related information. - View Dependent Claims (12, 13, 14, 15)
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16. A telephone operation management system comprising:
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a telephone terminal transmitting, as triggered by conducting a predetermined operation, operator identifying information for identifying an operator at a point of time when the operation is conducted and operation content information representing contents of the conducted operation; an exchange receiving the operator identifying information and the operation content information that are transmitted from said telephone terminal under management of said exchange itself, and transferring these items of information; and an operation-related information management device including; an information receiving unit receiving the operator identifying information and the operation content information that are transferred from said exchange; an information accumulating unit accumulating, as operation-related information that is the information related to the operation conducted on said telephone terminal, the operator identifying information and the operation content information received by said information receiving unit in a way that associates the operator identifying information and the operation content information with call identifying information for identifying a call related to said telephone terminal together with time information; and a report creating unit extracting the operation-related information accumulated by said information accumulating unit, and creating a report based on the extracted operation-related information.
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Specification