JP2019125972A - Terminal device, information processing method, program, and communication system - Google Patents

Abstract

To provide a terminal device that sends another terminal device parameter identification information to identify an information processing parameter for processing information to be transmitted or received according to shared data when the shared data is shared among terminal devices.SOLUTION: A terminal device 9 that shares shared data with another terminal device 8 via a network 2 includes: a storage means 100 for storing corresponding information in which shared data identification information to identify the shared data is associated with parameter identification information to identify an information processing parameter; an identifying means 18 for referring to the correspondence information and identifying the parameter identification information associated with the shared data identification information on the shared data which is shared; and a transmission means 11 for transmitting the parameter identification information identified by the identifying means to the other terminal device.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a terminal device, an information processing method, a program, and a communication system.

  Although the spread of networks has facilitated the transmission and reception of information such as voice and video, it is known that the information output by the terminal may be unclear. For example, voice processing to improve the quality of voice data May be performed by the terminal device on the receiving side or the transmitting side.

  For example, in a video conference system, audio processing may be performed on audio data to reduce noise (see, for example, Patent Document 1). Patent Document 1 discloses a function in which the setting of the transmission side terminal can be changed by setting the noise mode by the side receiving the voice.

  In such a video conference system, when sharing data among terminals, information processing parameters or at least information for processing information transmitted or received among the terminals according to the sharing data to be shared There are cases where it is desirable to transmit parameter identification information for identifying processing parameters to other terminal devices sharing shared data.

  However, in a conventional system, when sharing data among terminal devices, the terminal device transmits information processing parameters or parameter identification information for processing information to be transmitted or received according to the sharing data to be shared There was a problem that was not provided.

  In view of the above problems, the present invention identifies parameter identification information that identifies an information processing parameter for processing information to be transmitted or received according to shared data to be shared when shared data is shared between terminal devices. An object of the present invention is to provide a terminal device that transmits to another terminal device.

  In view of the above problems, the present invention is a terminal device sharing shared data with another terminal device via a network, the shared data identification information identifying the shared data, and the parameter identification information identifying an information processing parameter Storage means of correspondence information in which is associated with each other, identification means for specifying the parameter identification information associated with the shared data identification information of the shared data to be shared with reference to the correspondence information, and And transmitting means for transmitting the parameter identification information specified by the specifying means to the other terminal device.

  A terminal device that transmits parameter identification information for identifying an information processing parameter for processing information to be transmitted or received according to shared data to be shared when sharing data among terminal devices to another terminal device Can be provided.

It is a figure which shows an example of the usage scene of a communication system. It is an example of the schematic block diagram of a communication system. It is an example of the hardware block diagram of a dedicated terminal device. It is an example of the hardware block diagram of a management system. It is an example of the terminal device which a communication system has, and a functional block diagram of a management system. It is an example of the sequence diagram which shows the process until a terminal device connects a session and participates in a video conference. It is an example of the sequence diagram which shows the procedure in which the terminal device of a local presenter changes a voice processing parameter. It is a figure which shows an example of the data data screen which the terminal device of a call center presenter displays on a display. It is an example of the sequence diagram which shows the procedure in which the terminal device of a local presenter changes a voice processing parameter. It is an example of the sequence diagram which shows the procedure in which a customer's terminal device changes an audio processing parameter. It is an example of the sequence diagram which shows the procedure in which the terminal device of a local presenter changes a voice processing parameter. It is a figure which shows another structural example of a communication system. It is a figure which shows another structural example of a communication system. It is a figure which shows an example of the sequence diagram in case a terminal device communicates by browser software. It is a figure which shows the structural example of a communication system in case a terminal device is an electronic blackboard. It is an example of a functional block diagram of a communication system.

  Hereinafter, the information processing method performed by the communication system 1 and the communication system 1 will be described with reference to the drawings as an example of the embodiment for implementing the present invention.

<Outline of this embodiment>
FIG. 1 shows an example of a usage scene of the communication system 1. In FIG. 1, the communication system 1 used by a travel agency is illustrated as an example, and three persons of the customer 7, the call center presenter 8 and the local presenter 9 are holding a video conference. That is, the terminal devices of the three bases communicate respectively.

  The call center attendant 8 gives a general travel explanation to the customer 7, and the local attendant 9 provides the customer 7 with realistic information such as local real-time information. In such remote customer service, the voice transmitted and received is not only conversation. The local attendant 9 often provides the customer 7 with, for example, realistic local environmental sound and video to have the customer 7 grasp the image of the trip.

  In the usage scene as shown in FIG. 1, the call center attendant 8 may explain using a screen sharing function while showing materials such as travel brochures to the customer 7. While viewing the shared material, the local attendant 9 provides local images and environmental sounds in accordance with the material, and explains himself.

  For example, if the page of the material data being shared is a page such as a fare description or travel policy (do not want the surrounding sound to be included), call center presenter 8 and local presenter 9 will receive local noise. I want to suppress and explain. In addition, in the case of a page where you want to convey the sense of reality (town sound, sea sound, mountain sound, etc.) around the local such as a local landscape scene, call center commentator 8 and the local explanation rather than noise suppression Worker 9 wants to hear environmental sound to customer 7.

  2. Description of the Related Art Conventionally, in the communication system 1, in order to realize easiness of conversation, deletion of voice other than conversation and voice processing for adjusting the volume are performed. However, if you want to hear the local environmental sound to the customer 7, if you execute speech processing with the same speech processing parameters as in the conversation, the voice you want to hear will be erased and the intonation will disappear, and the sense of reality will be lost . Conversely, when speech processing is performed using speech processing parameters that give priority to realism, the ease of speaking is impaired.

  If the call center agent 8 changes the voice processing parameter according to the situation, appropriate voice is outputted according to the situation. For example, the call center staff member 8 operates to reduce noise and make voice clear when he notices ambient noise, and to make environmental noise clear when he / she wants to hear environmental noise such as rain and wind noise. You need to do However, it is time-consuming and difficult for the call center attendant 8 to change the voice processing parameters one by one according to the situation.

  Therefore, in the present embodiment, when the page number of the material displayed by the call center presenter 8 is changed, the terminal device of the call center presenter 8 is associated with the page number of the material with the terminal used by the on-site attendant 9. Send voice processing parameters. The terminal device of the field attendant 9 processes the voice based on the voice processing parameter. For example, in the page of the material of which the explanation by language of the call center ex-poster 8 or the local ex-poster 9 is centered, the speech processing parameter emphasizes the ease of conversation. Speech processing is performed using speech processing parameters that emphasize realism.

  As described above, the communication system 1 according to the present embodiment can automatically change the voice processing parameter according to the page number of the material, thereby providing the voice suitable for the description contents without the user's operation. .

<About terms>
Information processing parameters are variables that affect information processing. It may differ depending on the type of information. This embodiment will be described in terms of speech processing parameters and the like.

  The shared data is data shared among the terminals and used as a reference for the progress of the video conference. Or it is data used as the standard of the contents of explanation. In the present embodiment, the term "document data" is used. The documents include, for example, files and books. For example, brochures, web pages, catalogs, lecture texts, meeting materials, etc.

<System configuration example>
FIG. 2 is a schematic configuration diagram of the communication system 1 of the present embodiment. As shown in FIG. 2, the communication system 1 according to this embodiment includes a plurality of dedicated terminal devices 10-1 (a to c) and one of general purpose terminal devices 10-2 (a and b) installed at each site. The above relay device 30 and one or more management systems 50 are provided. Dedicated terminal devices 10-1a, 10-1b, and 10-1c are illustrated as the dedicated terminal device 10-1, and general-purpose terminal devices 10-2a and 10-2b are illustrated as the general-purpose terminal device 10-2. In the present embodiment, when pointing to any one of the dedicated terminal devices 10-1a, 10-1b and 10-1c, it is simply referred to as the dedicated terminal device 10-1 and the general purpose terminal devices 10-2a and 10-2b. In the case of pointing to any of the general purpose terminal devices among the above, it is simply referred to as the general purpose terminal device 10-2. Furthermore, when the dedicated terminal device 10-1 and the general-purpose terminal device 10-2 are not distinguished, they are simply referred to as the terminal device 10.

  Although the display 120 is connected to the dedicated terminal device 10-1 by wire or wirelessly, the dedicated terminal device 10-1 may be integrated with the display 120. Moreover, although the display is integrated with the general purpose terminal device 10-2, the external display 120 may be connected to the general purpose terminal device 10-2.

  The communication system 1 of the present embodiment is described as applied to video conferencing. However, the communication system 1 is also applied to a communication system or a data communication system. The communication system 1 further includes a data providing system for transmitting video data or audio data in one direction from one terminal device 10 to a plurality of terminal devices 10 via a server. Also, video conferencing may be referred to as video conferencing.

  The terminal device 10, the management system 50, and the relay device 30 are connected to the communication network 2. In the case of wireless communication, the terminal device 10 connects to the communication network 2 with the base station 2a as an access point. The communication network 2 may be, for example, a general network such as a LAN (Local Area Network), a router, or the Internet. For example, a dedicated line such as wide area Ethernet (registered trademark) or VPN (Virtual Private Network) may be included. The communication network 2 includes not only wired but also wireless communication areas such as WiFi (Wireless Fidelity), 3G, 4G, LTE (Long Term Evolution), and Bluetooth (registered trademark). It may be

  In the communication system 1 of the present embodiment, a plurality of terminal devices 10 transmit and receive video data and audio data via the relay device 30. At this time, a management information session for transmitting and receiving various management information is established between the plurality of terminal devices 10 via the management system 50. Also, a data session for transmitting and receiving video data and audio data is established between the plurality of terminal devices 10 via the relay device 30. Here, in particular, the video data transmitted and received in the data session is encoded data encoded in a scalable manner, for example, encoded data of high quality video, encoded data of medium quality video, low quality video The encoded data is transmitted and received on separate channels.

  The dedicated terminal device 10-1 is a terminal device dedicated to the communication system 1, and is an information processing device that logs in to the management system 50 and transmits and receives video and audio only when the power is turned on. Alternatively, it is more preferable to have a function like an electronic blackboard. The general-purpose terminal device 10-2 is an information processing device that transmits and receives video data and audio data when a general-purpose information processing device executes application software (including browser software). The general-purpose terminal 10-2 may be a general information processing apparatus as long as application software operates, and there are, for example, a PC (Personal Computer), a smartphone, a tablet terminal, a PDA (Personal Digital Assistant), and the like. Further, for example, there are a television receiver, a game machine, a car navigation system, and the like in which browser software operates, and the name of the general terminal device 10-2 is not limited.

  As a function of the video conference, the terminal device 10 participates in the video conference through the relay device 30, and the video data captured by the camera, the audio data collected by the microphone, and the material data used for the explanation etc. There is a function to transmit to the terminal device 10 at the site of. When the terminal device 10 is an electronic blackboard, the handwritten information is further transmitted to the terminal device 10 of another base. There is also a function of displaying on a display the video data, the document data and the handwritten information received from the terminal device 10 at another site, and outputting the received audio data from the speaker.

  The installation place where the terminal device 10 participating in the video conference is installed is referred to as "base". Thus, although the site conceptually indicates the location, the site may indicate the terminal device 10 itself. In addition, the site may indicate not only the installation location but also the user of the site, the company, and the department. Therefore, the base also has the meaning of specifying the other party who is in a meeting. In addition, as a specific example of a base, for example, a place name, a company name, a department name in a company, a branch office, a branch, a user name and the like can be mentioned.

  When the video conference is started, the terminal device 10 transmits the video data, the audio data, the material data, and the handwritten information to the relay device 30, and the relay device 30 transmits the other terminal devices participating in the video conference. In response, video data, audio data, material data and handwriting information are transmitted. Further, the terminal device 10 receives video data, audio data, material data, and handwriting information from the other terminal device 10 via the relay device 30.

  The management system 50 manages the status of the terminal device 10 and functions as a call control server that performs call control such as starting a session between two or more terminal devices when there is an incoming call. Since the management system 50 is a server, it has the function of an information processing apparatus. Call control refers to a series of processes for making and receiving a call, such as a call to start communication, an incoming call, a response to an incoming call, and a disconnection of communication. Besides this, authentication, search, life and death monitoring, etc. of the terminal device 10 are often performed. Furthermore, the management system 50 also manages a database necessary for control of the communication system 1, such as a destination list of the terminal device 10. The destination list is data in which destination terminals (or users) to which each terminal 10 can send a video conference start request (can be called) are registered.

  The status is a state in the communication system 1 of the terminal device 10. The status is mainly divided into whether or not it is possible to receive an incoming call. The state where the call can be received is the state where it has already joined the video conference and has received video data, audio data, material data and handwritten information (called online (during transmission)), or the state where you are just waiting for the call while logged in It is called (called online). The state in which the call can not be received is mainly in the state of offline (the power is not turned on, or the power is turned on but not logged in to the management system 50).

  The relay device 30 is a server (an information processing device) that relays video data, audio data, and material data from the terminal device 10 at one site to the terminal device 10 at another site. The management system 50 monitors the bandwidth of the communication network 2 and the communication load of the relay device 30 and assigns an appropriate relay device 30 to the terminal device 10.

<Hardware configuration example>
Next, the hardware configuration of the terminal device 10, the relay device 30, and the management system 50 in the communication system 1 of the present embodiment will be described.

<< Terminal device >>
FIG. 3 shows an example of the hardware configuration of the dedicated terminal device 10-1. The dedicated terminal device 10-1 includes a central processing unit (CPU) 101 that controls the overall operation, and a read only memory (ROM) 102 that stores programs used to drive the CPU 101 such as an IPL (initial program loader). A RAM (Random Access Memory) 103 used as a work area of the CPU 101, and a flash memory 104 for storing various data such as a terminal program, video data, and audio data are provided.

  Further, a solid state drive (SSD) 105 controls reading and writing of various data to the flash memory 104 according to the control of the CPU 101, and a media drive 107 controls reading and writing (storage) of data to the recording medium 106 such as the flash memory. Prepare. In addition, the operation button 108 operated when selecting another terminal device 10 to be a communication partner, the power switch 109 for switching on / off the power of the dedicated terminal device 10-1, and the communication network 2 are used. Network I / F (Interface) 111 for data transmission.

  The dedicated terminal device 10-1 also has a built-in type camera 112 which captures an object to obtain video data under control of the CPU 101, an image pickup device I / F 113 which controls driving of the camera 112, and a built-in type which inputs sound. The microphone 114 is provided with a built-in speaker 115 for outputting sound. Also, an audio input / output I / F 116 is provided that processes input / output of audio signals between the microphone 114 and the speaker 115 according to the control of the CPU 101. The display I / F 117 transmits data of a display image to the display 120 according to the control of the CPU 101, the external device connection I / F 118 for connecting various external devices, and notifies of abnormality of various functions of the dedicated terminal device 10-1. The alarm lamp 119 and a bus line 110 such as an address bus and a data bus for electrically connecting the above-described components are provided.

  The camera 112, the microphone 114, and the speaker 115 do not necessarily have to be built in the dedicated terminal device 10-1, and may be externally attached. The display 120 may be configured to be incorporated in the dedicated terminal device 10-1. The display 120 is assumed to be a display device such as a liquid crystal panel, but is not limited to this, and may be a projection device such as a projector. The hardware configuration of the dedicated terminal device 10-1 shown in FIG. 3 is merely an example, and hardware other than the above may be added.

  The above-described terminal program is stored, for example, in the flash memory 104, and is read and executed on the RAM 103 under the control of the CPU 101. Also, the terminal program may be provided by being recorded in a recording medium such as a computer readable recording medium 106 by a file in an installable format or an executable format. The terminal program may be provided as an embedded program stored in advance in the ROM 102 or the like.

  The hardware configuration of the general-purpose terminal device 10-2 is the same as or different from that of the dedicated terminal device 10-1, and no problem occurs in the description of the present embodiment.

<< Management system >>
FIG. 4 is a diagram showing an example of the hardware configuration of the management system 50. As shown in FIG. As shown in FIG. 4, the management system 50 includes a CPU 201 for controlling the overall operation of the management system 50, a ROM 202 storing programs used to drive the CPU 201 such as IPL, a RAM 203 used as a work area for the CPU 201, and a management system. A hard disk (HD) 204 is provided to store various data such as a program for program.

  An HDD (HD Drive) 205 controls reading and writing of various data to the HD 204 according to the control of the CPU 201, and a media drive 207 controls reading and writing (storage) of data to a recording medium 206 such as a flash memory. In addition, a display 208 for displaying various information, a network I / F 209 for data transmission using the communication network 2, a keyboard 211, and a mouse 212 are provided. In addition, an optical storage medium drive 214 that controls reading and writing of various data to the optical storage medium 213 as an example of a removable recording medium, an address bus and a data bus for electrically connecting the above-described components, etc. The bus line 210 of FIG.

  The management system program is stored, for example, in the HD 204, read out on the RAM 203 under the control of the CPU 201, and executed. Also, the management system program may be provided by being recorded in a computer readable recording medium such as the recording medium 206 or an optical storage medium by a file in an installable format or an executable format. The management system program may be provided as an embedded program stored in advance in the ROM 202 or the like.

  The illustrated hardware configuration of the management system 50 does not have to be housed in a single case or provided as a group of devices, and indicates hardware elements that the management system 50 preferably has. . Also, cloud computing may be supported, and the physical configuration of the management system 50 of the illustrated embodiment may not be fixed, and hardware resources may be dynamically connected according to the load. It may be configured to be disconnected.

  The hardware configuration of the relay device 30 is the same as or different from that of the management system 50, and there is no problem in the explanation of the present embodiment.

<About function>
FIG. 5 is a functional block diagram of the terminal device 10 and the management system 50 of the communication system 1 of the present embodiment. In addition, since the relay apparatus 30 only relays video data, the function is abbreviate | omitted in FIG. Moreover, in the range demonstrated in FIG. 5, it is assumed that the function of the exclusive terminal device 10-1 and the general purpose terminal device 10-2 is the same. The customer 7, the call center assistant 8, and the local attendant 9 may use either the dedicated terminal 10-1 or the general-purpose terminal 10-2.

<Functional Configuration of Terminal Device>
The functions that the terminal device 10 originally has are the same regardless of who the customer 7, the call center assistant 8 or the local attendant 9 uses. However, in the following, for the purpose of explanation, the functions of the terminal device 10 used by the customer 7, the call center presenter 8 or the field presenter 9 will be respectively described.

・ Terminal device 10 of customer 7
The terminal device 10 of the customer 7 includes a transmission / reception unit 11, an operation input reception unit 12, an activation unit 13, an output control unit 14, an audio output unit 15, and a storage / read processing unit 19. These units are functions or means implemented by any one of the components shown in FIG. 3 being operated by an instruction from the CPU 101 according to the terminal program expanded on the RAM 103 from the flash memory 104. It is.

  The terminal device 10 further includes a storage unit 1000 configured by the RAM 103 and the flash memory 104 illustrated in FIG. 3. The storage unit 1000 stores a terminal program downloaded from the management system 50, and temporarily holds video data, audio data, material data, and handwritten information.

  The transmission / reception unit 11 transmits / receives various data (or information) to / from the management system 50 and the relay device 30 (which communicates with other terminal devices 10 via these) via the communication network 2. The transmission / reception unit 11 starts reception of each state information indicating the state of each terminal as a candidate of the communication partner from the management system 50 before starting a call with a desired destination terminal.

  The operation input accepting unit 12 accepts various inputs to the terminal device 10 by the customer 7, the call center presenter 8, and the local presenter 9. For example, when the user turns on the power switch, the operation input receiving unit 12 receives power on and turns on the power.

  The activation unit 13 activates the terminal device 10 by turning on the power. For example, IPL is executed to read out the terminal program of the storage unit 1000 and transfer it to the RAM 103 of FIG. Furthermore, the activation unit 13 causes the CPU 101 to execute the terminal program, thereby performing processing such as logging in of the terminal device 10 into the management system 50.

  The output control unit 14 performs control for transmitting the video data, the document data, and the handwritten information transmitted from the relay device 30 to the display 120. Further, the output control unit 14 can transmit the information of the destination list received from the management system 50 to the display 120, and can display the destination list screen on the display 120. On the destination list screen, the operating states of the respective terminal devices 10 received by the transmitting and receiving unit 11 are displayed. The audio output unit 15 reproduces and outputs audio data.

  The storage / read processing unit 19 stores various data in the storage unit 1000 and reads out various data stored in the storage unit 1000. Not only the terminal program but also a communication ID (Identification) for identifying the terminal device 10, a password, and the like are stored in the storage unit 1000. In addition, video data and the like are temporarily stored in the storage unit 1000. ID is an abbreviation of Identification, and means an identifier or identification information. An ID refers to a name, a code, a character string, a numerical value, or a combination of one or more of them, which is used to uniquely distinguish a specific object from a plurality of objects. The same applies to the other IDs.

・ Terminal device 10 of the local presenter 9
The terminal device 10 of the field commentator 9 includes a transmitting / receiving unit 11, an operation input receiving unit 12, an activation unit 13, an output control unit 14, a voice input processing unit 16, and a storage / reading processing unit 19. In these descriptions, differences from the terminal device 10 of the customer 7 will be mainly described.

  The terminal device 10 of the field attendant 9 has a voice input processing unit 16. The voice input processing unit 16 subjects the voice input by the microphone 114 to processing based on voice processing parameters to be described later. That is, depending on the sound processing parameter, for example, processing for clarifying the voice of the on-site attendant 9 or processing for clarifying the environmental sound of the site is performed.

・ Terminal device 10 of call center assistant 8
The terminal device 10 of the field attendant 9 has a transmitting / receiving unit 11, an operation input receiving unit 12, an activation unit 13, an output control unit 14, a shared material information acquisition unit 17, a voice processing change determination unit 18, and a storage / read processing unit It has nineteen. In these descriptions, differences from the terminal device 10 of the customer 7 will be mainly described.

  The terminal device 10 of the call center assistant 8 is a terminal device 10 that displays the material data on the display 120. This material data is shared with the terminal device 10 of the customer 7 and the terminal device 10 of the local agent 9. The transmission / reception unit 11 of the terminal device 10 of the call center assistant 8 transmits the material data to the terminal device 10 of the customer 7 and the terminal device 10 of the local attendant 9 via the relay device 30, and these terminal devices 10 display 120 The document data is shared by displaying the document data on.

  The shared material information acquisition unit 17 acquires, from the material data, information on the material data on the own terminal currently displayed on the display 120 by the terminal device 10 of the call center representative 8. For example, in addition to a snapshot (image data) of material data, an open page number is acquired.

  The voice processing change determination unit 18 refers to the voice mode selection DB 1003 stored in the storage unit 1000 to determine which voice processing parameter the terminal device 10 needs.

  The terminal device 10 has a storage unit 1000 constructed by the RAM 103 and the flash memory 104 shown in FIG. The storage unit 1000 stores a material data DB 1001, a voice mode type DB 1002, and a voice mode selection DB 1003. These databases will be described.

表１は音声モード種類ＤＢ１００２に記憶されている情報を模式的に示す。音声モード種類ＤＢ１００２には音声モードＩＤに対応付けて音声処理パラメータが登録されている。音声処理パラメータの一例としてノイズサプレッサの強さ及びノイズゲートの閾値の各項目が設定されている。音声モードＩＤは、音声処理パラメータを識別するための音声処理パラメータの名称又は識別情報である。音声モードは音声モードＩＤとほぼ同じ意味であるが音声処理パラメータの名称である。

Table 1 schematically shows information stored in the voice mode type DB 1002. In the voice mode type DB 1002, voice processing parameters are registered in association with the voice mode ID. Items of noise suppressor strength and noise gate threshold are set as an example of the speech processing parameters. The voice mode ID is the name or identification information of the voice processing parameter for identifying the voice processing parameter. The speech mode has almost the same meaning as the speech mode ID, but is the name of the speech processing parameter.

  Noise suppressor strength and noise gate thresholds are examples of speech processing parameters. The noise suppressor is sound processing that narrows down the volume of a certain frequency band when the volume becomes smaller. Generally, a frequency band in which the volume is reduced and a volume to be a threshold are also set. The noise suppressor indicates the noise reduction effect as a value of 0 to 1, and for example, in the case of 0.7, the volume of the band is reduced by 70% when the volume is reduced. In the example of Table 1, it is set that the noise band is reduced by 90% in speech mode (voice becomes clear), and the noise band is reduced by 30% in ambient mode (environmental sound is eliminated). It becomes difficult).

  The noise gate is an audio process that shuts down any sound when it falls below a certain volume (threshold). In Table 1, since the threshold value of the realism mode is smaller than that in the conversation mode, in the conversation mode, the environmental sounds other than the conversation are shut down and the voice becomes clear, and in the reality mode, only the smaller sounds are shut down. Because environmental sounds are less likely to be shut down, environmental sounds are more easily transmitted.

  "Undefined" in the voice mode is a voice mode selected in the case of material data or page numbers not in the voice mode selection DB 1003, and general-purpose voice processing parameters are set.

  There are various types of sound processing parameters other than this, such as an echo canceller and an auto gain control, and the type is not limited to Table 1. The echo canceller is a process for reducing a phenomenon in which the voice of the speaker is output from the speaker of the other party and is input to the microphone of the other party and can be heard from the speaker of the speaker. In the conversation mode, the echo canceller is strengthened to make the speech clearer, and in the presence mode the echo canceler is weakened to make the surrounding environmental sound clearer. Auto gain control is an audio processing that adjusts loud and small sounds picked up by a microphone to an optimal size, and reduces the volume difference at the other party caused by the difference in distance from the microphone and voice volume. This auto gain control has a function to reduce noise (by changing the amplification factor in the noise band and the other bands), and in a noisy environment, only human voice can be amplified. Therefore, for example, in the conversation mode, it is set to the auto gain control that removes noise and makes the conversation clear, and in the realism mode, it is set to the auto gain control that weakens the noise removal and amplifies the environmental sound.

  Besides this, sound processing parameters such as noise reduction and dereverberation may be changed.

  The voice mode type DB 1002 in Table 1 is defined in at least the terminal device 10 of the call center representative 8 before the start of the conference. In addition to the method defined at the time of shipment of the terminal device 10, the user can also change by file input, input from the user interface, or the like. Also, it may be downloaded from the management system 50 when logging in to the management system 50 or the like.

表２は、音声モード選択ＤＢ１００３に記憶されている情報を模式的に示す。音声モード選択ＤＢ１００３には資料データのページ番号に対応付けて音声モードが登録されている。音声モード選択ＤＢ１００３は共有資料ＩＤ、ページ番号、通信ＩＤ、及び、音声モードＩＤの各項目が設定されている。共有資料ＩＤは、共有される資料データの名称又は識別情報である。ページ番号は共有資料のページ番号である。通信ＩＤは端末装置１０を識別する識別情報であり、音声処理パラメータが送信される端末装置１０を指定する。つまり、現地にある端末装置１０であって現地に適した資料データを説明する現地説明員９の端末装置１０が予め登録されている。音声モードＩＤの項目は表１で説明した音声モードＩＤと関連づけるための項目である。音声モードＩＤの項目に音声処理パラメータが設定されていてもよい。また、音声モードは２種類に限られず、３種類以上でもよい。

Table 2 schematically shows the information stored in the voice mode selection DB 1003. The voice mode is registered in the voice mode selection DB 1003 in association with the page number of the material data. In the voice mode selection DB 1003, items of a shared material ID, a page number, a communication ID, and a voice mode ID are set. The shared material ID is the name or identification information of the shared material data. The page number is the page number of the shared material. The communication ID is identification information for identifying the terminal device 10, and designates the terminal device 10 to which the voice processing parameter is to be transmitted. That is, the terminal device 10 of the on-site attendant 9 who is the on-site terminal device 10 and describes the material data suitable for the on-site is registered in advance. The item of the voice mode ID is an item for associating with the voice mode ID described in Table 1. Audio processing parameters may be set in the item of audio mode ID. Also, the voice mode is not limited to two, and may be three or more.

  In the voice mode selection DB 1003 of Table 2, when material data of Okinawa plan 1 is shared among a plurality of terminal devices 10, when one page is opened, the terminal device of the local commentator 9 whose communication ID is GENCHI01 or GENCHI02 Of 10, it is shown that the voice processing parameters of the terminal device 10 participating in the video conference are set to the voice processing parameters defined as the conversation mode in the voice mode type DB 1002. Thus, the speech processing parameter can be switched for each page of the material data.

  The voice mode selection DB 1003 in Table 2 is defined in at least the terminal device 10 of the call center representative 8 before the start of the conference. In addition to the method defined at the time of shipment of the terminal device 10, the user can also change by file input, input from the user interface, or the like. Also, it may be downloaded from the management system 50 when logging in to the management system 50 or the like.

表３は資料データＤＢ１００１に記憶されている情報を模式的に示す。資料データＤＢ１００１には資料データのファイル名とページ番号が対応付けられている。コールセンタ説明員８は資料データＤＢ１００１からお客様７に提案する旅先などに応じてファイル名を選択することができる。ページ番号は各資料データが有するページの番号である。コールセンタ説明員８の端末装置１０は現在、表示されているページ番号を管理する。

Table 3 schematically shows the information stored in the material data DB 1001. In the material data DB 1001, the file name of the material data and the page number are associated. The call center attendant 8 can select the file name from the material data DB 1001 in accordance with the destination etc. proposed to the customer 7. The page number is the page number of each material data. The terminal device 10 of the call center representative 8 manages the currently displayed page numbers.

  In addition to the form in which a plurality of pages are included in one file, the material data may be prepared in a form of one file and one page. In this way, page switching is file switching, which makes it easier to identify page numbers. Further, in the voice mode selection DB 1003, the material data may be associated with the voice mode, and the structure of the database can be simplified. Furthermore, depending on the format of the material data file, it may be difficult for the terminal device 10 to detect page switching or to specify the currently displayed page number, but the form of one file and one page In this case, page numbers can be easily identified regardless of the file format.

<< Management System Functions >>
The management system 50 includes a transmission / reception unit 51, an authentication unit 52, a management unit 53, a session control unit 54, and a storage / read processing unit 59. These units are functions implemented by any one of the components shown in FIG. 4 being operated by an instruction from the CPU 201 according to a program for the management system 50 developed on the RAM 203 from the HD 204 or It is a means.

  The transmission / reception unit 51 transmits / receives various data (or information) to / from the terminal device 10 or the relay device 30 via the communication network 2.

  The authentication unit 52 searches the authentication management DB 5001 using the communication ID and the password included in the login request information from the terminal device 10 received via the transmission / reception unit 51 as a search key, and the same communication in the authentication management DB 5001 The terminal device 10 is authenticated by determining whether the ID and password are managed. Note that authentication by an IC card or authentication by biometric information may be performed. As will be described later, authentication may be performed not by the communication ID but by the user ID.

  The management unit 53 manages the operation status of the request source terminal that has made the login request, the communication ID of the request source terminal, the operation status (online, offline, etc.) of the request source terminal, and the management system 50 in the terminal management DB 5002. The reception date when the login request is received, the IP address of the request source terminal, and the like are associated and stored and managed.

  The session control unit 54 manages the relay device 30 used for relaying video data, audio data, material data, and handwritten information. For example, the relay device ID of the relay device 30, the communication ID of the request source terminal, the communication ID of the destination terminal, and the like are stored in association with one another and managed. As a result, the relay device 30 can relay various data from one terminal device 10 to the other terminal device 10. Also, the session control unit 54 assigns one conference ID to a plurality of terminal devices 10 participating in one conference, associates the communication IDs of the plurality of terminal devices 10 participating in this conference, and to manage.

  The storage / read processing unit 59 performs processing of storing various data in the storage unit 5000 and reading out various data stored in the storage unit 5000.

  The management system 50 further includes a storage unit 5000 constructed by the HD 204 or the like shown in FIG. In the storage unit 5000, an authentication management DB 5001, a terminal management DB 5002, a destination management DB 5003, and a conference management DB 5004 are constructed.

  A password for authentication is associated with the communication ID of the terminal device 10 in the authentication management DB 5001 and managed. The terminal management DB 5002 includes, as communication ID of the terminal device 10, the type of terminal (dedicated terminal device, general purpose terminal device), destination name when each terminal is a destination, operation status of each terminal, login request information The reception date and time received by and the IP address of each terminal are associated and managed.

  In the destination management DB 5003, all the communication IDs of destination terminals registered as communication partner candidates are managed in association with the communication ID of a request source terminal that requests the start of a call. That is, the request source terminal can start a call only to the terminal device 10 of the communication ID registered in the destination management DB 5003. In the present embodiment, the communication IDs of the terminal devices 10 other than itself are registered as communication partner candidates of the terminal device 10 of the customer 7, the terminal device 10 of the call center commentator 8, and the terminal device 10 of the onsite commentator 9, respectively. It is assumed that

表４は、会議管理ＤＢ５００４に登録されている情報を模式的に示す。会議管理ＤＢ５００４には会議ＩＤと２つ以上の通信ＩＤが対応付けて管理されている。ビデオ会議の開始時にセッション制御部５４が会議ＩＤを割り振る。このビデオ会議に参加している端末装置１０を宛先端末として他の端末装置１０がビデオ会議を開始すると、セッション制御部５４が会議管理ＤＢ５００４に他の端末装置１０の通信ＩＤを登録する。また、ビデオ会議に参加中の端末装置１０がセッションを切断すると、会議管理ＤＢ５００４から端末装置１０の通信ＩＤを削除する。

Table 4 schematically shows information registered in the conference management DB 5004. The conference management DB 5004 associates and manages the conference ID and two or more communication IDs. The session control unit 54 allocates a conference ID at the start of the video conference. When another terminal apparatus 10 starts a video conference with the terminal apparatus 10 participating in the video conference as a destination terminal, the session control unit 54 registers the communication ID of the other terminal apparatus 10 in the conference management DB 5004. Also, when the terminal device 10 participating in the video conference disconnects the session, the communication ID of the terminal device 10 is deleted from the conference management DB 5004.

  The conference ID is identification information that identifies the video conference. The communication ID is identification information for identifying the communication source, and is, for example, identification information for identifying the terminal device 10 or the user. Therefore, the communication ID has a meaning such as a terminal ID, a user ID, a base ID, and the like. When the terminal device 10 is the dedicated terminal device 10-1, since the communication ID is fixed to the dedicated terminal device 10-1, the communication ID can be said to be identification information of the terminal device 10. Even in this case, if the relationship between the dedicated terminal device 10-1 and the user is fixed, the communication ID can be said to be a user ID. When the terminal device 10 is the general-purpose terminal device 10-2, since the communication ID is given to the user, the communication ID can be said to be identification information of the user. Even in this case, if the relationship between the general-purpose terminal device 10-2 and the user is fixed, the communication ID can be referred to as a terminal ID.

  Here, for convenience of explanation, the communication ID “CALL ○” is the ID of the call center explanatory staff 8 or the terminal device 10 of the call center explanator 8, and the GENCHI ○ is the on-site explanatory staff 9 or the ID of the terminal apparatus 10 of the field explanatory 9 , GUEST ○ is the ID of the customer 7 or the terminal device 10 of the customer 7.

<Flow to the start of the meeting>
FIG. 6 is an example of a sequence diagram showing processing until the terminal device 10 connects a session and participates in a video conference. Although FIG. 6 illustrates the case where the terminal device 10 of the call center starts a conference with the terminal device 10 of the on-site attendant 9, as an example, the on-site attendant 9 or the customer 7 may start the conference.

  S1: First, when the call center attendant 8 turns on the power switch of the terminal device 10 and performs an operation to log in, the operation input acceptance unit 12 accepts this and the activation unit 13 manages the management system via the communication network 2 Send a login request to 50. The login request includes the communication ID and the password of the terminal device 10 that requests the login. In the case of the dedicated terminal device 10-1, the login request is transmitted when the power switch is turned on, and in the case of the general-purpose terminal device 10-2, the call center staff member 8 performs an operation such as inputting a communication ID and a password. In this case, the communication ID may be regarded as a user ID. In addition, when a login request | requirement is received by the management system 50, the management system 50 can grasp | ascertain the IP address of the terminal device 10 which is a transmission side.

  S2: The authentication unit 52 of the management system 50 authenticates the terminal device 10 based on the communication ID and the password included in the login request. The authentication method is not limited to one based on the terminal ID and password, and an IC card or biometric information may be used. Here, it is assumed that authentication is established.

  S3: Since the authentication is established, the management unit 53 of the management system 50 updates the status (online) in the terminal management DB 5002 in association with the communication ID of the terminal device 10 of the call center explainer 8 who is the request source. Further, the IP address of the terminal device 10 is stored in the destination management DB 5003.

  S4: Next, the management unit 53 of the management system 50 extracts, from the destination management DB 5003, the destination list (the other terminal device 10 that becomes a destination candidate) associated with the terminal device 10 that has made the login request. The management unit 53 of the management system 50 acquires the status of each terminal device 10 of the destination candidate from the destination management DB 5003.

  S5: Next, the transmission / reception unit 51 of the management system 50 transmits the destination status information to the terminal device 10 of the request source. The destination state information includes the communication ID and the status of the terminal device 10 of the destination candidate.

  S6: In addition, the management unit 53 of the management system 50 acquires, from the destination management DB 5003, the status of another terminal device 10 whose destination candidate is the terminal device 10 of the request source. This is to notify the terminal device 10 requesting the start of the video conference to the terminal device 10 of the request source of the status of the terminal device 10 of the request source. The status of the terminal device 10 of the request source is not notified to the other terminal devices 10 whose status is offline. In the present embodiment, the terminal device 10 which requests the start of the video conference to the terminal device 10 of the request source (the terminal device 10 of the call center assistant 8) is the terminal device 10 of the on-site attendant 9 and the terminal device 10 of the customer 7. It is.

  S7: The transmission / reception unit 51 of the management system 50 transmits the destination status information to the terminal device 10 of the local explanation person 9 whose destination candidate is the terminal device 10 of the request source. The destination status information includes the terminal ID of the request source terminal device 10 and the status. As a result, the terminal device 10 of the on-site attendant 9 can also make a start request to the terminal device 10 of the call center attendant 8. Although transmission to the terminal device 10 of the customer 7 is omitted in FIG. 6, similar destination state information is transmitted to the terminal device 10 of the customer 7.

  S8: The output control unit 14 of the terminal device 10 of the request source that has received the destination status information displays the destination list screen on the display 120. The destination list screen displays the terminal device 10 of the site attendant 9 and the status thereof, so that the call center agent 8 can call the destination terminal device 10 by grasping the status of the destination and selecting the destination. it can.

  S9: The operation input acceptance unit 12 of the terminal device 10 of the call center assistant 8 accepts the selection of the terminal device 10 of the local attendant 9, and the transmission / reception unit 11 transmits a video conference start request to the management system 50. The start request includes the communication ID of the request source terminal device 10 and the communication ID of the destination terminal device 10.

  S10: The transmission / reception unit 51 of the management system 50 transmits the start request to the destination terminal device 10. The output control unit 14 of the destination terminal device 10 displays an incoming call screen including the request source terminal device (base name and the like). This start request corresponds to an incoming call to the terminal device 10 of the local agent 9. Since the start request includes the base name of the request source terminal device 10 and the like, it is possible for the on-site attendant 9 who operates the destination terminal device 10 to determine whether or not to receive the start of the video conference.

  S11: When the field attendant 9 operating the destination terminal device 10 performs a response operation, the operation input reception unit 12 receives this operation, and transmits to the management system 50 that the transmission / reception unit 11 responds. When the management system 50 receives the response, the management system 50 grasps the IP address of the destination terminal device 10.

  S12: The session control unit 54 of the management system 50 registers the communication ID, IP address, etc. of the request source terminal device 10 and the destination terminal device 10 in the relay device 30, and the request source terminal device 10 and the destination terminal device 10 The IP address etc. of the relay device 30 are notified to The request source terminal device 10 and the destination terminal device 10 request the relay device 30 for permission of communication and the like, and when this is permitted, the terminal device 10 of the call center representative 8 and the terminal device 10 of the local representative 9 Sessions are connected between each other. In addition, the session control unit 54 assigns a conference ID, and the terminal device 10 of the request source (the terminal device 10 of the call center explanatory member 8) and the terminal device 10 of the destination (the terminal device 10 of the local explanation member 9) in the conference management DB 5004 Register the communication ID of).

  S13: The transmission / reception unit 11 of the terminal device 10 of the request source transmits the video data, the audio data, the material data, and the handwritten information to the relay device 30. Similarly, the terminal device 10 of the destination starts to transmit the video data, the audio data, and the handwritten information to the relay device 30.

  S14: The relay device 30 transfers these to the destination terminal device 10. As described above, the session is connected, and the terminal device 10 of the call center presenter 8 and the terminal device 10 of the on-site representative 9 can transmit and receive video data, audio data, material data, and handwritten information.

  When the call center attendant 8 performs the same process as that performed on the terminal 10 of the field attendant 9 on the terminal 10 of the customer 7 and the customer 7 responds to the incoming call, the session control unit 54 Registers the communication ID of the terminal device 10 of the customer 7 in the conference management DB 5004. Alternatively, the customer 7 performs the same processing as that performed by the call center presenter 8 on the terminal device 10 of the call center presenter 8 or the terminal device 10 of the field presenter 9, and the call center presenter 8 or the field presenter 9 receives a call When the operation for responding to is performed, the session control unit 54 registers the communication ID of the terminal device 10 of the customer 7 in the conference management DB 5004. In this way, video conferencing is initiated between the three locations.

<Change processing of voice processing parameters>
FIG. 7 is an example of a sequence diagram showing a procedure of changing the voice processing parameter by the terminal device 10 of the on-site representative 9. Although the management system 50 is omitted in FIG. 7, actual communication is performed via the management system 50. The process described in FIG. 6 is performed by steps S21, S21-2, and S21-3, and the conference is started. Also, the communication ID of each terminal device 10 is registered in the conference management DB 5004 in steps S22, S22-2, and S22-3.

  In FIG. 7, video conferences are held at three locations of the call center staff 8, the local staff 9, and the customer 7. When the page of the material data is changed in the terminal device 10 of the call center assistant 8, the voice processing parameters of the terminal device 10 of the local attendant 9 are dynamically changed accordingly. As a result, the voice received by the terminal device 10 of the customer 7 changes appropriately. In the process of FIG. 7, the terminal device 10 of the customer 7 only needs to receive and output the voice data transmitted by the terminal device 10 of the on-site explanatory staff 9, and it is not necessary to perform processing in association.

  S23: The call center assistant 8 performs an operation to start screen sharing. FIG. 8 shows a menu for sharing the screen (data data). The operation input reception unit 12 receives an operation of the call center attendant 8.

  S24: When sharing of the material data is started, the shared material information acquisition unit 17 acquires the material name of the material data and the currently displayed page number. As the material name, for example, the file name of the material data may be obtained from the OS (Operating System) or application software that opens this file. Also, normally, the application software currently manages the displayed page numbers, so the shared material information acquisition unit 17 acquires the page numbers from the application software that opens this file via the OS.

  S25: The voice processing change determination unit 18 acquires the communication ID and the voice mode ID from the voice mode selection DB 1003 using the acquired material name and page number as keys.

  S26: Next, the voice processing change determination unit 18 acquires the corresponding voice processing parameter from the voice mode type DB 1002 using the voice mode ID as a key.

  S27: Next, the voice processing change determination unit 18 acquires the communication ID of the other terminal device 10 associated with the conference ID of the conference in which the own terminal of the call center commentator 8 participates by acquiring it from the management system 50 Do. The management system 50 uses the conference management DB 5004 to communicate the communication IDs of the other terminals 10 associated with the conference ID in which the communication ID of the terminal 10 of the call center assistant 8 is registered to the terminal 10 of the call center assistant 8. Send to

  S28: The voice processing change determination unit 18 transmits the voice processing parameter only to the terminal device 10 corresponding to the communication ID acquired from the voice mode selection DB 1003 among the communication IDs acquired from the management system 50 via the transmission / reception unit 11 . By doing this, it is possible to transmit the voice processing parameter to the terminal device 10 of the local presenter 9 who participates in the same video conference among the local presenters 9 who explain the material data. The transmission is performed via the management system 50. In the process of FIG. 7, the voice processing parameter is transmitted to the terminal device 10 of the on-site representative 9.

  S29: The transmission / reception unit 11 of the terminal device 10 of the local explanation person 9 receives the voice processing parameter, the voice input processing unit 16 applies the voice processing parameter to the own terminal, and the voice processing parameter is converted to the voice collected by the microphone 114. Apply voice processing according to

  S30: The transmission / reception unit 11 of the terminal device 10 of the local agent 9 transmits voice data to the terminal device 10 of the customer 7 via the relay device 30. Thus, the customer 7 can clearly hear the voice of the on-site representative 9 and the environmental sound of the on-site.

  The communication system 1 repeats steps S24 to S29 every time at least one of the material name and the page number changes.

Screen Example of Screen Sharing
FIG. 8 shows an example of the material data screen displayed on the display 120 by the terminal device 10 of the call center representative 8. The material data screen 501 has a material data field 502 and a menu field 503. The data data column 502 displays data data displayed by the application software. Since the application software receives a page operation on the material data column 502, the page of the material data in the material data column 502 is appropriately changed. In the menu field 503, a sharing start button 505 is displayed together with a message 504 "the screen is not shared". When the call center agent 8 presses the start sharing button 505, sharing of the material data is started.

  When the sharing start button 505 is pressed, the menu column 503 displays the message "the screen is being shared" and the sharing stop button, and the call center agent 8 stops sharing the sharing material data. it can.

  The similar material data screen 501 can also display the terminal device 10 of the customer 7 and the terminal device 10 of the on-site commentator 9. Therefore, as long as the document data is held, any terminal device 10 can start sharing the document data. In this case, it is also shared by which terminal device 10 the start button 505 for sharing is pressed, and the material data of the terminal device 10 for which the start button 505 for sharing is finally pressed is shared.

<Modification 1>
Subsequently, several modified examples of the process will be described. If the terminal device 10 of the field explainer 9 has the voice mode type DB 1002 in the storage unit 1000, the terminal device 10 of the call center explainer 8 may transmit the voice mode. In this modification, a mode in which the terminal device 10 of the call center representative 8 transmits not the voice processing parameter but the voice mode will be described.

  FIG. 9 is an example of a sequence diagram showing a procedure of changing the voice processing parameter by the terminal device 10 of the on-site commentator 9. In the description of FIG. 9, differences from FIG. 7 will be mainly described. In FIG. 9, the voice mode ID is transmitted to the terminal device 10 of the on-site representative 9 in step S <b> 28. The terminal device 10 of the field attendant 9 refers to the voice mode type DB 1002 to specify the voice processing parameter associated with the voice mode ID. Therefore, in the process of FIG. 9, the terminal device 10 of the on-site attendant 9 holds the voice mode type DB 1002 or acquires it from the management system 50.

  As described above, even if the voice mode ID is transmitted, the terminal device 10 of the on-site attendant 9 can perform voice processing in accordance with the material data and the page number as in FIG. For this reason, in FIG. 9, the process of step S26 of FIG. 7 becomes unnecessary.

<Modification 2>
In FIG. 7 and FIG. 9, although the terminal device 10 of the on-site attendant 9 performs voice processing based on the voice processing parameter, the terminal device 10 of the customer 7 may perform voice processing based on the voice processing parameter.

  FIG. 10 is an example of a sequence diagram showing a procedure in which the terminal device 10 of the customer 7 changes the voice processing parameter. In the description of FIG. 10, differences from FIG. 7 will be mainly described. In FIG. 10, the voice processing parameter is transmitted to the terminal device 10 of the customer 7 in step S28. Therefore, the voice processing change determination unit 18 of the terminal device 10 of the call center assistant 8 needs to specify the communication ID of the terminal device 10 of the customer 7. The voice processing change determination unit 18 of the terminal device 10 of the call center assistant 8 compares the communication ID acquired from the voice mode selection DB 1003 in step S25 with the communication ID acquired from the conference management DB 5004 in step S27. The voice processing parameter is transmitted to the communication ID registered only in. This is because the communication ID registered in the conference management DB 5004 but not registered in the voice mode selection DB 1003 may be estimated as the communication ID of the customer 7. Naturally, the communication ID of the terminal device 10 of the call center presenter 8 who is the self terminal is excluded.

  Referring to the voice mode selection DB 1003 of Table 2, the communication IDs of Okinawa plan 1 are "GENCHI01, GENCHI02", and the communication IDs of conf01 of the conference management DB 5004 of Table 4 are "CALL01, GENCHI01, GUEST01". Since the communication ID (GUEST01) present only in the conference management DB 5004 is supposed to be the communication ID of the customer 7 instead of the on-site representative 9, the voice processing change determination unit 18 of the terminal device 10 of the call center representative 8 performs voice processing on this communication ID. Send parameters

  Then, in step S30, the terminal device 10 of the local explanation person 9 transmits voice data to the terminal device 10 of the customer 7. Since the terminal device 10 of the customer 7 changes the voice processing parameter in step S29, the terminal device 10 of the customer 7 performs voice processing with the changed voice processing parameter. The voice output unit 15 of the terminal device 10 of the customer 7 performs voice processing based on voice processing parameters on the voice output from the speaker. The audio processing on the audio data input by the microphone 114 may be similar to the audio processing on the audio data output from the speaker 115.

<Modification 3>
Although in FIG. 7, FIG. 9, and FIG. 10, the terminal device 10 of the call center presenter 8 starts sharing the material data, there may be a case where the local presenter 9 starts sharing the material data by itself. In this case, there is no need for the terminal device 10 of the call center assistant 8 to transmit the voice processing parameter to the terminal device 10 of the local attendant 9.

  FIG. 11 is an example of a sequence diagram showing a procedure of changing the voice processing parameter by the terminal device 10 of the on-site representative 9. In the configuration in which the local presenter 9 starts sharing the material data by itself, the terminal device 10 of the local presenter 9 performs the voice mode selection DB 1003, the voice mode type DB 1002, the shared material information acquisition unit 17, and the voice processing change determination unit It shall have eighteen.

  The processes of steps S21 to S26 in FIG. 11 are the same as those in FIG. Since it is not necessary to transmit the speech processing parameters, step S27 of FIG. 7 is unnecessary. In step S29, the voice input processing unit 16 of the terminal device 10 of the local explanation person 9 processes the voice based on the voice processing parameter.

  Further, as apparent from the processing of FIG. 11, the audio processing of the present embodiment does not have to be at three sites, and can be suitably applied to a video conference between two sites. That is, the terminal device 10 sharing the material data may change the audio processing parameter according to the material data and the page number to generate audio data, and transmit it to another terminal device 10 in the video conference.

  Also in the procedure of FIG. 11, the terminal device 10 of the customer 7 can change the sound processing parameter and perform sound processing.

<Summary>
As described above, the communication system 1 according to the present embodiment can automatically change the voice processing parameter according to the page number of the material, so that the voice suitable for the explanation can be provided without the user's operation. .

<Other application examples>
As described above, the best mode for carrying out the present invention has been described using the examples, but the present invention is not limited to these examples at all, and various modifications can be made without departing from the scope of the present invention. And substitution can be added.

<< Another example of system configuration >>
FIG. 12 shows another example of the communication system 1 of the present embodiment. The description of FIG. 12 mainly describes differences from FIG. 2. The communication system 1 of FIG. 12 includes a plurality of management systems 50 and a plurality of relay devices 30. The management system 50 and the relay device 30 function as servers, and as shown in FIG. 12, a plurality of servers included in the communication system 1 may be provided for each function.

  In this case, any management system 50 or relay device 30 may have these functions. The system configuration in which the terminal device 10 described in this embodiment and the management system 50 or the relay device 30 are connected is an example, and it goes without saying that there are various system configuration examples according to the application and purpose.

  FIG. 13 shows another example of the communication system 1 of the present embodiment. In the description of FIG. 13, differences from FIG. 2 will be mainly described. The communication system 1 of FIG. 13 includes one or more conference servers 60 having the functions of a management system 50 and a relay device 30. Thus, the functions of the management system 50 and the relay device 30 that the management system 50 has may be integrated into one server. However, two or more conference servers 60 may be provided.

<< Communication by browser software >>
FIG. 14 shows an example of a sequence diagram when the terminal device 10 communicates by browser software. In FIG. 14, browser software is operating on the terminal device 10 of the call center representative 8. In the description of FIG. 14, the difference from FIG. 6 will be described.

  Therefore, in step S1-0, the terminal device 10 of the call center explainer 8 acquires the screen described in HTML, JavaScript (registered trademark), and CSS (Cascade Style Sheet) from the management system 50. This screen is, for example, a login screen.

  For example, in step S5, screen information for displaying destination status information described in HTML or the like is transmitted from the management system 50 to the terminal device 10 of the call center explainer 8. Similarly, in step S12, screen information for notifying session establishment described in HTML or the like is transmitted.

  As such, there is a case where the web application is executed in such a form that dynamic content is provided on the browser software. A web application refers to software used on a web browser or its mechanism that operates by cooperation of a program based on a script language (for example, JavaScript (registered trademark)) operating on the web browser and a program on the web server side. .

  Note that Ajax, Comet, or Web Socket is a communication mechanism that updates only video data, material data, and handwriting information without updating the entire screen displayed by the output control unit 14 of the terminal device 10 of the call center assistant 8. Etc. are known. Also in the communication system 1 of the present embodiment, the browser software does not update the entire screen by using these communication mechanisms as appropriate, and video data, document data, and handwritten information from the management system 50 or the relay device 30 You can only receive and update.

<< Communication system including electronic blackboard >>
As described above, the terminal device 10 may be an electronic blackboard. The electronic blackboard has a display with a touch panel in addition to the function of the video conference described in the present embodiment, and captures the trace of a pen, a finger or the like via the touch panel and draws the trace on the display as handwritten information. The user can use the display of the electronic blackboard as a blackboard. In addition, it can be connected to a PC, and the same screen as the PC can be displayed on a display to draw handwritten information in an overlapping manner, or the electronic blackboard can operate the PC according to information input from a touch panel.

FIG. 15 is a diagram showing a configuration example of the communication system 1 when the terminal device 10 is an electronic blackboard. The electronic blackboard 3A provides the functions of the management system 50 (server) and the relay device 30 (server) to the electronic blackboards 3B and 3C, and also operates as the terminal device 10 itself. The call center attendant 8 uses the electronic blackboard 3A, the customer 7 uses the electronic blackboard 3B, and the local attendant 9 uses the electronic blackboard 3C.
(1) In this case, the electronic blackboard 3A transmits the material data to the electronic blackboards 3B and 3C.
(2) Further, the electronic blackboard 3A determines audio processing parameters with reference to the voice mode type DB 1002, the voice mode selection DB 1003, and the conference management DB 5004, and transmits it to the electronic blackboard 3C.
(3) Thereby, the electronic blackboard 3C transmits the voice data processed by the voice processing parameter to the electronic blackboard 3A.
(4) The electronic blackboard 3A transmits the voice data to the electronic blackboard 3B.

  Thus, even if the terminal device 10 and the management system 50 are the electronic blackboard 3, this embodiment can be applied similarly. Although the electronic blackboard 3A doubles as the management system 50 and the relay device 30 in FIG. 15, the management system 50 and the relay device 30 may exist separately from the electronic blackboards 3A to 3C.

  Further, in FIG. 15, a part of the electronic blackboard 3 may be a tablet terminal, a smartphone or the like.

<< Processing on the image according to the page number of the material data >>
In the present embodiment, the audio processing is performed mainly on the audio data according to the page number of the material data. However, the video processing may be performed on the video data. For example, video processing parameters having different resolutions and frame rates are associated with the page numbers of the material data. Among the pages of the material data, in the page in which the travel rule is described, since it is only necessary to read static characters, the video is processed with the video processing parameter having a high resolution and a low frame rate. Among the pages of the material data, in the page introducing the video, it is preferable that the moving image be reproduced smoothly, so the video is processed with the video processing parameter having a low resolution and a high frame rate. Thus, the processing of the present embodiment can be suitably applied to video processing parameters.

<< voice processing parameters switched by time >>
Although the voice processing parameter is switched for each page of the material data in the present embodiment, the voice processing parameter may be switched by time. Table 5 is an example of the voice mode selection DB 1003 switched by time.

表５の音声モード選択ＤＢ１００３では、ページ番号の代わりに時間帯が設定されている。パンフレットに即した説明では決まった時間に決まった説明を行う場合がある。現地説明員９もこのようなタイムスケジュールを把握しており、決まった時間帯に決まった説明を行う。従って、表５のように時間帯ごとに音声モードを切り替えることが有効になる。なお、コールセンタ説明員８の端末装置１０は、ビデオ会議の開始、お客様７の端末装置１０のログイン、又は、コールセンタ説明員８が操作したタイミングを基準にして時間の測定を開始し、音声モード選択ＤＢ１００３に登録された時間帯になると音声処理パラメータを切り替える。

In the voice mode selection DB 1003 of Table 5, a time zone is set instead of the page number. In the explanation based on the pamphlet, a fixed explanation may be given at a fixed time. The local presenter 9 also grasps such a time schedule and gives a fixed explanation in a fixed time zone. Therefore, it is effective to switch the voice mode for each time zone as shown in Table 5. The terminal device 10 of the call center assistant 8 starts measurement of time on the basis of the start of the video conference, the login of the terminal device 10 of the customer 7, or the timing operated by the call center assistant 8 and selects the voice mode. When the time zone registered in the DB 1003 comes, the voice processing parameter is switched.

<< Identification of voice processing parameters by management system >>
Moreover, although the terminal device 10 determined the audio processing parameter in this embodiment, the management system 50 may determine it.

  FIG. 16 is an example of a functional block diagram of the communication system 1. In FIG. 16, the management system 50 includes a voice mode type DB 1002 and a voice mode selection DB 1003, and includes a voice processing change determination unit 18. In such a configuration, the terminal device 10 of the call center assistant 8 transmits the material data ID and the page number to the management system 50. The voice processing change determination unit 18 of the management system 50 determines voice processing parameters with reference to the voice mode type DB 1002 and the voice mode selection DB 1003, and sends the voice processing parameters to the terminal device 10 of the local agent 9 or the terminal device 10 of the customer 7. You can send

  As described above, in the communication system 1 according to the present embodiment, the management system 50 can process any process that can be performed by the management system 50 among the processes performed by the terminal device 10. Therefore, the function of the communication system 1 is not fixed to either the terminal device 10 or the management system 50.

<Others>
In the present embodiment, the relay device 30 relays video data, audio data, handwritten information, and material data, but such a relay device 30 may be omitted. As a communication protocol that enables such a form, there is, for example, Web Real-Time Communication (WebRTC). The WebRTC is a communication protocol that enables video data, audio data, and the like to be exchanged between browsers.

  In addition to the form in which the terminal device 10 of the call center assistant 8 has the material data to display, the information processing apparatus connected to the terminal device 10 of the call center exponent 8 may have the material data to display . In this case, the terminal device 10 of the call center assistant 8 acquires the image data of the material data, the shared material ID, and the page number from the information processing apparatus.

  Further, in the present embodiment, the description of travel has been taken as an example, but the present invention can be widely applied to cases where normal sound and abnormal sound are explained in the explanation of operation of the apparatus, or when expats explain local situations.

  Further, in the above embodiment, video data, audio data, material data, and handwriting information have been described as an example of content data, but the present invention is not limited to this, and may be touch data. In this case, the sense that the user has touched on one of the terminal devices is transmitted to the other terminal device. Furthermore, the content data may be smell data.

  Moreover, in order to facilitate the understanding of the processing by the terminal device 10 and the management system 50, the configuration example shown in FIG. 5 and the like is divided according to the main functions. The present invention is not limited by the method and name of division of processing units. The processing of the terminal device 10 and the management system 50 can also be divided into more processing units according to the processing content. Also, one processing unit can be divided to include more processes.

  Each function of the present embodiment can be realized by one or more processing circuits. Here, the “processing circuit” in the present specification is designed to execute a processor programmed to execute each function by software like a processor implemented by an electronic circuit, and to execute each function described above. Devices such as application specific integrated circuits (ASICs), digital signal processors (DSPs), field programmable gate arrays (FPGAs), or SOCs (System on a chip), GPUs (Graphics Processing Unit) It shall be

  The storage unit 1000 is an example of storage means, the shared material ID or shared material ID and the page number are examples of shared data identification information, the audio mode selection DB 1003 is an example of correspondence information, and audio processing parameters or video processing The parameter is an example of an information processing parameter, the voice mode ID is an example of parameter identification information, the voice processing change determination unit 18 is an example of a specifying unit, and the voice input processing unit 16 is an example of an information processing unit. The conference management DB 5004 is an example of shared terminal information. The communication ID is an example of transmission destination identification information for identifying a transmission destination, the terminal device 10 of the call center commentator 8 is an example of a first terminal device, and the terminal device 10 of the on-site commentator 9 is a second It is an example of a terminal unit.

  The transmission / reception unit 11 of the terminal device 10 of the on-site staff member or the terminal device 10 of the customer is an example of the parameter receiving means, and the transmission / reception unit 11 of the terminal device 10 of the call center staff member or the on-site staff member It is. The storage unit 1000 of the terminal device 10 of the call center agent is an example of the first storage unit of claim 7, and the storage unit 1000 of the terminal device 10 of the field assistant is an example of the second storage unit of claim 7. is there. The storage unit 1000 of the terminal device 10 of the field agent is an example of the first storage unit of claim 9, and the storage unit 1000 of the terminal device 10 of the customer is an example of the second storage unit of claim 9.

1 communication system 2 communication network 3 electronic blackboard 7 customer 8 call center worker 9 field worker 10 terminal device 30 relay device 50 management system 60 conference server

JP, 2009-094610, A

Claims (13)

A terminal device sharing shared data with another terminal device via a network,
Storage means for storing correspondence information in which shared data identification information for identifying the shared data and parameter identification information for identifying information processing parameters are associated;
Specifying means for specifying the parameter identification information associated with the shared data identification information of the shared data to be shared with reference to the correspondence information;
Transmitting means for transmitting the parameter identification information specified by the specifying means to the other terminal device;
A terminal device characterized by having. Furthermore, the parameter identification information and the information processing parameter are stored in the storage unit in association with each other.
The terminal device according to claim 1, wherein the transmission unit transmits the information processing parameter associated with the parameter identification information in the storage unit to the other terminal device. The terminal device according to claim 2 is another terminal device that transmits the parameter identification information,
Parameter receiving means for receiving the parameter identification information or the information processing parameter;
An information processing means for performing information processing using the information processing parameter associated in the storage means with the parameter identification information received by the parameter receiving means or the information processing parameter received by the parameter receiving means;
Other terminal devices having A terminal device sharing shared data with another terminal device via a network,
Storage means for storing correspondence information in which shared data identification information for identifying the shared data and parameter identification information for identifying information processing parameters are associated;
And specifying means for specifying the parameter identification information associated with the shared data identification information of the shared data to be shared with reference to the correspondence information.
Furthermore, the parameter identification information and the information processing parameter are stored in the storage unit in association with each other.
An information processing means for performing information processing with the information processing parameter associated in the storage means with the parameter identification information specified by the identification means;
Transmission means for transmitting information processed by the information processing means to another terminal device;
A terminal device characterized by having. The parameter identification information of the correspondence information is associated with the shared data identification information for each page of the shared data,
The said specification means specifies the said parameter identification information matched with the page of the said shared data shared with reference to the said corresponding information, The any one of the Claims 1-4 characterized by the above-mentioned. Terminal equipment. An information processing method performed by a terminal device sharing shared data with another terminal device via a network,
Referring to correspondence information in which shared data identification information for identifying the shared data and parameter identification information for identifying information processing parameters stored in the storage means is referred to, the sharing means is shared by the identification means Identifying the parameter identification information associated with the shared data identification information of data;
Furthermore, the parameter identification information and the information processing parameter are stored in the storage unit in association with each other.
Transmitting, to the other terminal, the parameter identification information specified by the identification unit, or the information processing parameter associated with the parameter identification information in the storage unit;
An information processing method characterized by comprising: A communication system in which a terminal device and another terminal device different from the terminal device share shared data via a network,
The terminal device is
First storage means for storing correspondence information in which shared data identification information for identifying shared data shared with the other terminal device and parameter identification information for identifying information processing parameters are associated;
And specifying means for specifying the parameter identification information associated with the shared data identification information of the shared data to be shared with reference to the correspondence information.
Furthermore, the parameter identification information and the information processing parameter are stored in association with each other in the first storage unit,
The transmission unit transmits the parameter identification information identified by the identification unit or the information processing parameter associated with the parameter identification information in the first storage unit to the other terminal device.
The other terminal device is
Furthermore, a second storage unit in which the parameter identification information and the information processing parameter are stored in association with each other;
Parameter receiving means for receiving the parameter identification information or the information processing parameter;
An information processing means for performing information processing using the information processing parameter associated in the second storage means with the parameter identification information received by the parameter receiving means or the information processing parameter received by the parameter receiving means; ,
Transmission means for transmitting the information processed by the information processing means to a terminal apparatus with which the other terminal apparatus communicates;
A communication system having The information processing parameters are parameters related to speech processing,
8. The communication system according to claim 7, wherein the information processing means performs audio processing according to the information processing parameter on the audio collected by the microphone of the terminal device. A communication system in which a terminal device and another terminal device different from the terminal device share shared data via a network,
The terminal device is
First storage means for storing correspondence information in which shared data identification information for identifying shared data shared with the other terminal device and parameter identification information for identifying information processing parameters are associated;
And specifying means for specifying the parameter identification information associated with the shared data identification information of the shared data to be shared with reference to the correspondence information.
Furthermore, the parameter identification information and the information processing parameter are stored in association with each other in the first storage unit,
And transmission means for transmitting the information processing parameter associated with the parameter identification information identified by the identification means or the parameter identification information in the first storage means to the other terminal device;
The other terminal device is
Furthermore, a second storage unit in which the parameter identification information and the information processing parameter are stored in association with each other;
Parameter receiving means for receiving the parameter identification information or the information processing parameter;
An information processing means for performing information processing using the information processing parameter associated in the second storage means with the parameter identification information received by the parameter receiving means or the information processing parameter received by the parameter receiving means; ,
A communication system having The information processing parameters are parameters related to speech processing,
10. The communication system according to claim 9, wherein the information processing means performs audio processing according to the information processing parameter on audio output from the speaker by the other terminal device.   The information processing parameter includes one for clarifying human voice and one for clarifying ambient environmental sound, and the effect of reducing noise is different in each of them. The communication system according to item 1. An information processing method performed by a communication system in which a plurality of terminal devices communicate via an information processing apparatus connected to a network,
Identification with reference to correspondence information in which shared data identification information for identifying shared data shared by the plurality of terminal devices and parameter identification information for identifying information processing parameters stored in a storage means is associated Specifying the parameter identification information associated with the shared data identification information of the shared data to be shared;
The transmitting means transmitting the parameter identification information specified by the specifying means to another terminal device;
An information processing method characterized by comprising: A program executed by a terminal device sharing shared data with another terminal device via a network,
The sharing of the shared data shared with reference to correspondence information in which shared data identification information for identifying the shared data and parameter identification information for identifying information processing parameters stored in a storage means is associated Function as specifying means for specifying the parameter identification information associated with data identification information;
Furthermore, the parameter identification information and the information processing parameter are stored in the storage unit in association with each other.
A program that causes the other terminal device to transmit the information processing parameter associated with the parameter identification information specified by the specifying unit or the parameter identification information in the storage unit.

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