| 摘要 |
<P>PROBLEM TO BE SOLVED: To reduce costs of a telephone device that enables an operator to sense discomfort of a customer the operator is dealing with on the phone in a place such as a call center and a contact center, and enables the operator to evaluate appropriateness of dealing with the customer, and to deal with a customer more appropriately at the next time, although such a telephone device is conventionally costly because it requires to perform advanced voice recognition processing of a voice signal constantly during a conversation period and requires an expensive CPU with a high processing capability. <P>SOLUTION: A telephone device according to the invention includes an on-hook sound storage means for storing an on-hook sound when a communication partner or a user of the telephone device performs on-hook operation, and an on-hook sound volume determination means for determining the volume of the on-hook sound stored in the on-hook sound storage means. When the volume of the on-hook sound determined by the on-hook sound volume determination means is a predetermined volume or more, the telephone device will determine that the communication partner or the user of the telephone device may have expressed unpleasantness; thereby unpleasantness can be detected even by a CPU with comparatively low throughput and the telephone device can be inexpensively configured. <P>COPYRIGHT: (C)2013,JPO&INPIT |
