Fujitsu Corporation

Shingo Hirono

Hiroshi Yoshida

Naoto Kawashima

Naoto Matsudaira

Yuusuke Tounai

Tadamitsu Ryu

Tohru Matsumoto

Toshio Takahara

Yoshio Mogi

Takanori Fukatsu

Takashi Ohshiro

Gen Kakehi

Masahiko Murakawa

Masao Tomita

A line connection apparatus is disclosed. To hold a line, on-hook is set to a first terminal of a first person who holds the line to output voice of a second person for whom the line is held from the first terminal. First identification of the first person is recorded by corresponding to second identification of the second person. To set a lock, when the disconnection of the line being held is recognized, a connection condition to lock the line is acquired from the first person, for the first terminal to receive a re-connection request from a same second person who disconnects the line in a hold state. To control a connection in response to the re-connection request by the same second person, the first terminal is controlled to receive the re-connection request based on the first identification corresponding to the second identification indicated by the re-connection request.

Line connection apparatus and method

The communication support device includes: a storing unit configured to store an utterance of a first speaker transmitted from a first terminal as utterance information; an analyzing unit configured to obtain a holding notice which sets communications with the first terminal to a holding state, the communications being transmitted from a second terminal used by a second speaker who communicates with the first speaker, and to analyze features of utterance information which correspond to a time of a holding state; and an instructing unit configured to output to the second terminal determination information on the first speaker based on the features of the utterance information of the first speaker.

Communication support device and communication support method

An call evaluation device pairs an utterance of the first speaker and an utterance of the second speaker, which are associated with the same screen identification information, to be a question and answer, obtains a totalized value of the number of question and answers for each screen identification information and an utterance time of the second speaker for each question and answer, and generates display information to cause an output device to display the totalized value of the number of question and answers for each screen identification information and the utterance time of the second speaker for each question and answer.

Call evaluation device and call evaluation method

A line connection apparatus is disclosed. A hold/release recognition part records first person identification information by corresponding to second person identification information in a connection database stored in a storage part when a hold is recognized. The first person identification information identifies a first person who holds a line. The second person identification information identifies a second person for whom the line is held. The connection database maintains a state of holding a line and releasing a hold of the line. The connection control part refers to the connection control database and has a first person terminal of the first person in a hold state based on the first person identification information, which is corresponded to the second person identification information indicated by a re-connection request, in response to the re-connection request conducted by a same second person after the line is disconnected in the hold state.

An operator evaluation support device includes a speech recording unit that records speech times of a customer and an operator during a telephone call; a display recording unit that records a display time of a screen on an operator terminal, with screen identification information; a content recording unit that records screen content information with the screen identification information; a providing unit that creates call information indicating the speech times, the display time, and the screen content information, and sends the call information and voice files of speeches of the customer and the operator to an administrator terminal; and a determining unit that receives, from the administrator terminal, a selection of the speech, and when the selected speech is included in a predetermined time from a switching timing of the screen, the determining unit determines, as play speeches, the selected speech and another speech included in the predetermined time.

Operator evaluation support device and operator evaluation support method

An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is transmitted to an operator terminal used by an operator in association with an identifier of the operator that serves customers, for each of a plurality of operators, a load degrees storage unit configured to store load degrees of an operator in association with a number of transmission times of browsing information, a determining unit configured to specify a number of transmission times corresponding to a specific one of the identifies of the operators by referring to the browsing times history storage unit, and specify load degrees corresponding to the specified number of transmission times by referring to the load degrees storage unit, and an output unit configured to output the specified load degrees.

Operator management apparatus and method

An operator evaluation support device includes a speech recording unit configured to record speech times of a customer and an operator during a telephone call; a superposition identifying unit configured to refer to the speech recording unit and identify a superposition speech, which is a speech of the operator that has started during a speech of the customer; a problematic superposition identifying unit configured to identify a problematic superposition speech among the superposition speeches, by comparing a sound quality of a speech of the customer that has started after the superposition speech with a standard sound quality; a call information creating unit configured to refer to the speech recording unit and create telephone call information indicating the identified problematic superposition speech during the telephone call; and a sending unit configured to send the created telephone call information to an administrator terminal used by an administrator evaluating the operator.

A data retrieval method and apparatus in a distributed database system. Data is retrieved from a distributed database quickly with a minimum load on each terminal. A contents file is provided in each terminal, and a link file is provided in a center system to coordinate access to the distributed data in each terminal.

Distributed database system having a center system with a link file and

The present invention is a system that converts a vertical file (28) of time series data records from multiple terminals (10-14) and stored by time into a horizontal file (52) where records are organized by terminal (10-14). The user can then access the desired terminal information rapidly in the horizontal file (52) rather than having to perform an inefficient sequential search of the vertical file (28). After the terminal data is horizontally stored, the data is used to create display or print-out windows of the terminal data for many locations. Each window includes the data from a single terminal (10-14). For example, each window could include a graph of rain data for a location. The system also creates a cross reference table (76) of the addresses of the data used to create each window. When the display arrangement is altered, the data in the horizontal file (52/74) is reorganized to match the display order while only the physical addresses of the data for each terminal are changed in a new cross reference table (80).

Sampled data storage and editing system for the time series data being

A data retrieval system for a relational database, for retrieving a relational table in a relational database having parts separately identifiable within the system. A link data file stores link data which include parts descriptors that describe command names assigned to parts located at table item positions of the relational table, attribute descriptors which which describe command names of parts arranged in a row of the relational table corresponding to the command names described by the parts descriptors, and mode descriptors which describe command names of parts arranged in a column of the relational table corresponding to the command names described by the parts descriptors. An actual data file is provided for storing actual data related to the command names of the parts which form the relational table. A link process responds to requests for retrieval from the relational table. The link process obtains a command name corresponding to a retrieval request by referring to the link data file and then obtains the actual data described by the command name, from the actual data file.

System for relational database retrieval through a link file built to

A computing system for a data processing apparatus which carries out data processing using a formula. The system includes a link data file for storing formulas which are described by command names assigned to data elements and operation symbols which define operation between the command names, an actual data file for storing actual data in correspondence with the command names in the formulas managed by the link data file, and a computing file for operation processes for computing the operation contents of the operation symbols in the formulas managed by the link data file. A process is provided for specifying a requested formula which is to be computed by referring to the link data file in response to a computation request, reading from the actual data file the actual data corresponding to the command names in the specified formula and reading from the computing file the operation processes corresponding to the operation symbols in the specified formula, and carrying out operations of the operation processes read from the computing file with respect to the actual data read from the actual data file.

Growing community of inventors

Yokohama, Japan

Shingo Hirono