CALL MANAGEMENT APPARATUS, CALL MANAGEMENT METHOD, AND RECORDING MEDIUM

• US 20140010360A1
• Filed: 09/04/2013
• Published: 01/09/2014
• Est. Priority Date: 03/17/2011
• Status: Abandoned Application

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: KAWASHIMA, Naoto, MATSUDAIRA, Naoto, TOUNAI, Yuusuke, YOSHIDA, Hiroshi, HIRONO, Shingo
• Application Number:
  US14/018,182
• Publication Number:
  US 20140010360A1
• Time in Patent Office: Days
• US Class Current: 379/265.03
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

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

Claims

1. A call management apparatus comprising:

a storage configured to store a questioner identifier in association with a reference data identifier for a call performed between a questioner and an operator who responds to the questioner, the questioner identifier identifying the questioner and the reference data identifier identifying reference data that are displayed on an operator terminal used by the operator during the call and that are used when the operator responds to the questioner;

an identification unit configured to refer to the storage, identify the questioner identifier and the reference data identifier that are associated with a first call, and identify a second call that is different from the first call and associated with the same questioner identifier and the same reference data identifier associated with the first call; and

an output unit configured to output first data related to the first call and second data related to the second call.

2. The call management apparatus according to claim 1,

wherein the storage is configured to store the call in association with date and time data indicating date and time when the call is performed, and

wherein the identification unit is configured to refer to the storage and identify the second call that is associated with second date and time data that are within a predetermined range from first date and time data associated with the first call in the storage.

3. The call management apparatus according to claim 1,

wherein the storage is configured to store the reference data identifier in association with time data indicating time when the reference data are referred to for each call, and

wherein the output unit is configured to output first time data stored in association with the first call in the storage and second time data stored in association with the second call in the storage based on the reference data identifier that is associated with both the first call and the second call.

4. The call management apparatus according to claim 3,

wherein the storage is configured to store voice data for each call, and

wherein the call management apparatus further comprises:

a reproducer configured to reproduce a part of the voice data of the first call that is related to the first time data or a part of the voice data of the second call that is related to the second time data.

5. A method of managing calls comprising:

referring to, by a computer, a storage that stores a questioner identifier in association with a reference data identifier for a call performed between a questioner and an operator who responds to the questioner, the questioner identifier identifying the questioner and the reference data identifier identifying reference data that are displayed on an operator terminal used by the operator during the call and that are used when the operator responds to the questioner;

identifying, by the computer, the questioner identifier and the reference data identifier that are associated with a first call;

identifying, by the computer, a second call that is different from the first call and associated with the same questioner identifier and the same reference data identifier associated with the first call; and

outputting, by the computer, first data related to the first call and second data related to the second call.

6. The method according to claim 5, further comprising:

referring to, by the computer, the storage that stores the call in association with date and time data indicating date and time when the call is performed; and

identifying, by the computer, the second call that is associated with second date and time data that are within a predetermined range from first date and time data associated with the first call in the storage.

7. The method according to claim 5, further comprising:

referring to, by the computer, the storage that stores the reference data identifier in association with time data indicating time when the reference data are referred to for each call; and

outputting, by the computer, first time data stored in association with the first call in the storage and second time data stored in association with the second call in the storage based on the reference data identifier that is associated with both the first call and the second call.

8. The method of managing calls according to claim 7, further comprising:

referring to, by the computer, the storage that stores voice data for each call; and

reproducing, by the computer, a part of the voice data of the first call that is related to the first time data, or a part of the voice data of the second call that is related to the second time data.

9. A computer-readable recording medium having stored therein a program for causing a digital processing computer to execute a process comprising:

referring to a storage that stores a questioner identifier in association with a reference data identifier for a call performed between a questioner and an operator who responds to the questioner, the questioner identifier identifying the questioner and the reference data identifier identifying reference data that are displayed on an operator terminal used by the operator during the call and used when the operator responds to the questioner;

identifying the questioner identifier and the reference data identifier associated with a first call;

identifying a second call that is different from the first call and associated with the same questioner identifier and the same reference data identifier associated with the first call; and

outputting first data related to the first call and second data related to the second call.

10. The computer-readable recording medium according to claim 9 further comprising:

referring to the storage that stores the call in association with date and time data indicating date and time when the call is performed; and

identifying the second call associated with second date and time data that are within a predetermined range from first date and time data associated with the first call in the storage.

11. The computer-readable recording medium according to claim 9, further comprising:

referring to the storage that stores the reference data identifier in association with time data indicating time when the reference data are referred to for each call; and

outputting first time data stored in association with the first call in the storage and second time data stored in association with the second call in the storage based on the reference data identifier that is associated with both the first call and the second call.

12. The computer-readable recording medium according to claim 11, further comprising:

referring to the storage that stores voice data for each call; and

reproducing a part of the voice data of the first call that is related to the first time data or a part of the voice data of the second call that is related to the second time data.