KR100419017B1 - System for Automatic Call Distribution and Caller Information Indication - Google Patents

Abstract

The present invention relates to an automatic call distribution and caller information display system, and more particularly, to a plurality of called computer terminals each installed with an IP phone terminal and its supporting module, and a VIO IP for performing interface between a trunk line and a LAN. Automatic call distribution consisting of a gateway, a kate keeper performing VIO call control and management of each called party computer terminal, and a subscriber information database server for providing caller subscriber information for the call coming to the called party computer terminal; Caller information display system.

According to the present invention, it is possible to provide the automatic call distribution and caller information display function of the call through the IP phone based on the VIP, it is possible to service using only the computer terminal of the receiver, installation and maintenance is simple and its cost Not only is this inexpensive, it also provides the flexibility of the system through various application programs.

Description

System for Automatic Call Distribution and Caller Information Indication}

The present invention can provide an automatic call distribution and caller information display function of a call through an IP phone based on Voice over Internet Protocol (VoIP). Automatic call distribution (ACD), and caller information display system.

In general, the ACD function is a telephone function that handles and manages incoming calls according to related processing guidelines. Many companies that provide sales and service support, such as balanced use of lines, caller ID, and external ACD is widely used to answer calls, transfer calls to people in the company, record callers' messages and accounting statistics, and this trend is expected to accelerate.

On the other hand, one of the functions that has been attracting more attention in recent years with the ACD function is a caller information display function that provides the caller with various information such as the caller's name, social security number, and address.

Fig. 1 is a block diagram showing the configuration of a conventional system for realizing such an ACD and caller information display function.

As shown, conventionally, a plurality of digital telephones, which are ACD Agents 40, are connected to a private exchange 10 that is interfaced and connected with a CO line and a binary / T-one (hereinafter referred to as E1 / T1) level signal for the ACD function. Implement by connecting

When a call is received from the outside via the CO line to the private exchange 10, the private exchange 10 automatically finds an ACD agent 40a having the most call connection space among the ACD agents 40 connected thereto and automatically calls the above. By connecting the call with the ACD agent 40a, the incoming call from the outside can be missed.

At the same time, the computer terminal (PC) 50 for displaying caller information, name, social security number, address, etc. for each called party is interconnected via a LAN in order to realize caller information display function at the time of incoming call. do.

When a call is received from the outside, the private exchange 10 notifies the subscriber information database server 20 of the caller's telephone number information of the received call through the LAN, and the subscriber information database server 20 performs subscriber search. The caller's subscriber information corresponding to the caller's telephone number is found through the caller information.

At this time, the called party computer terminal 50a receives the retrieved caller information from the subscriber information database server 20 and displays it on the monitor screen.

Accordingly, by such an ACD and caller information display system, the called party performs a call for a call requested from the caller through his / her telephone 40a, and simultaneously sends the caller's various subscriber information through his computer terminal 50a. You will be able to confirm.

However, according to the conventional ACD and caller information display system, the ACD agent 40, that is, the digital telephone and the computer terminal 50, must be installed in each called party in order to provide the ACD and caller information display functions, respectively. There is a problem.

Therefore, not only will an excessive cost of installation and maintenance for the ACD and the caller ID display system, but also the method will be very complicated.

Meanwhile, Internet-based telephone service providing technologies such as IP phones using VoIP, which is an internet-based voice protocol technology, are rapidly spreading, and development of an ACD and caller information display system using the same is urgently required.

The present invention was devised to solve these problems, and by providing an ACD and caller information display system through an IP phone based on VoIP, it is possible to install and maintain a service using only the computer terminal of each called party. Its purpose is not only to provide low cost but also to provide flexibility of the system through various application programs.

1 is a block diagram showing the configuration of a conventional system for realizing automatic call distribution and caller information display;

2 is a block diagram showing the configuration of an automatic call distribution and caller information display system according to a preferred embodiment of the present invention;

3 is a flowchart illustrating an operation flow of an automatic call distribution and caller information display system according to a preferred embodiment of the present invention.

<Description of the symbols for the main parts of the drawings>

30: LAN

100: VIO IP Gateway

110: VIO IP Gatekeeper

120: subscriber information database server

200: called party computer terminal

210: IP phone terminal

In order to achieve the above object, the present invention provides a plurality of called computer terminals, each of which is provided with an IP phone terminal and its supporting module; A VoIP gateway for interfacing the E1 / T1 level signals of the trunk line with the packet data of the LAN so as to be able to communicate with each other, and transmitting a call from the trunk line to the LAN; The VoIP call control and management is performed by interworking with the plurality of called party computer terminals through a LAN, and when a call is transmitted from the VoIP gateway, the call state is automatically searched for a specific called party computer terminal by searching the connection state of each called computer terminal. A VoIP gatekeeper for receiving a call and transmitting caller's telephone number information of the call to the specific called party computer terminal; Stores various subscriber information such as name, address, social security number, etc. for service subscribers to be provided to each called party computer terminal, and is linked with a plurality of called party computer terminals through the LAN, from the specific called party computer terminal. When a caller information request for a caller's telephone number of a call is received, the subscriber information database server retrieves stored subscriber information, extracts subscriber information corresponding to the caller's telephone number, and transmits the subscriber information to the specific called party's computer terminal.

At this time, the caller's subscriber information is composed of the caller's social security number, name and address.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention.

In addition, it should be noted that the same reference numerals are given to the same components, although belonging to different drawings for convenience of understanding.

Figure 2 is a block diagram showing the configuration of the ACD and caller information display system according to a preferred embodiment of the present invention.

As shown, the ACD and caller information display system according to the present invention is a communication entity interworking through a LAN 30, that is, VoIP gateway 100, VoIP gatekeeper 110, subscriber information database server And a plurality of called computer terminals 200.

Each called party computer terminal 200 includes an IP phone operation module and an IP phone terminal 210 for operating an IP phone for enabling VoIP service on the computer terminal. Into the receiver computer terminal 200 may be installed and executed.

The VoIP gateway 100 interfaces the E1 / T1 level signals of the trunk line with the packet data of the LAN 30 to enable mutual communication between the trunk line and the LAN 30, and calls the incoming calls from the trunk line to the VoIP gatekeeper 110. Perform the function of passing.

The VoIP gatekeeper 110 performs VoIP call control and management of the plurality of called computer terminals 200, and when a call is transmitted from the VoIP gateway 100, the connected state of each called computer terminal 200 managed by the VoIP gate keeper 110. Search for and automatically ring the call to the called party computer terminal (200a) having a connection, and transmits the caller phone number information for the call to the called party computer terminal (200a) together.

In addition, the VoIP gatekeeper 110 has a function of managing registration and termination of each called party computer terminal 200, and checking whether the registered called party computer terminals 200 are connected and performing the management thereof. In this case, the new call is referred to.

The subscriber information database server 120 performs a function of storing various subscriber information, name, social security number, address, etc. for service subscribers, and is called by the VoIP gatekeeper 110 and is called by the recipient computer terminal 200a. If there is a caller information request for the caller's telephone number of the call, the subscriber information database is searched to find the caller's subscriber information, and the caller information is provided to the called party's computer terminal 9200a.

3 is a flowchart illustrating an operation flow of an ACD and a caller information display system according to a preferred embodiment of the present invention.

When a call comes from a trunk line, the VoIP gateway 100 interfaces the call signal to the LAN and transmits the call signal to the VoIP gatekeeper 110.

When the call is delivered to the VoIP gate keeper 110, the VoIP gate keeper 110 searches for the called party computer terminal 200 managed by each of them, finds the called party computer 200a that can receive the call, and automatically connects the call. And transmits the calling party telephone number for the call to the called party computer terminal 200a.

When a call is connected to the called party computer terminal 200a by the VoIP gatekeeper 110, the called party computer terminal 200a transmits the caller information for the calling party number received from the VoIP gatekeeper 110 to the LAN 30. The subscriber information database server 120 requests.

The subscriber information database server 120 retrieves the calling party telephone number requested from the called party computer terminal 200a in the subscriber information database, extracts subscriber information such as the caller's name, address, social security number, and the like. Transmit to terminal 200a.

Then, the called party computer terminal 200a displays the caller information transmitted from the subscriber information database server 120 through the monitor, and the called party can know various information of the caller through this.

Accordingly, call distribution through the VoIP gatekeeper 110 is performed to each called party computer terminal 200 in a balanced manner, and each called party computer terminal 200 displays caller information through a monitor at the time of incoming call. ACD and caller information can be displayed at the same time.

Although the preferred embodiments of the present invention have been described in detail above, those skilled in the art will appreciate that the present invention may be modified without departing from the spirit and scope of the invention as defined in the appended claims. It will be appreciated that modifications or variations may be made. Therefore, changes in the future embodiments of the present invention will not be able to escape the technology of the present invention.

As described above, according to the present invention, the present invention provides an ACD and a caller information display system for displaying caller information on the called party's computer terminal when the call is distributed evenly through the IP phone based on VoIP. It is possible to provide services using only a computer terminal, which is simple to install and maintain and low in cost, and can provide flexibility of the system through various application programs.

Claims (4)

A plurality of called computer terminals each having an IP phone terminal and a supporting module installed therein; A VIO IP gateway which interfaces with binary / T-one (E1 / T1) level signals of trunk lines to communicate with each other by packet data of a LAN, and transfers a call from the trunk line to the LAN; The plurality of called computer terminals are interworked with the LAN to perform VIO call control and management. When the call is transmitted from the V IP gateway, the call state of each called party computer terminal is searched for, and there is room for connection. A VIP gate keeper which automatically calls a call to a specific called party computer terminal and transmits caller phone number information of the call to the specific called party computer terminal; Stores various subscriber information for service subscribers for providing to each called party computer terminal, interworking with the plurality of called party computer terminals via the LAN, and calling the caller for the caller's telephone number of the call from the specific called party computer terminal; And a subscriber information database server which retrieves the stored subscriber information, extracts subscriber information corresponding to the calling party number, and transmits the subscriber information to the specific called party computer terminal. Caller Information Display System. 2. The automatic call distribution and caller information display system of claim 1, wherein the specific called party computer terminal outputs the subscriber's subscriber information for the call transmitted from the subscriber information database server when the call is received. The VIP gatekeeper of claim 1, wherein the VIP gatekeeper automatically registers and terminates each called party computer terminal, and checks whether the registered called computer terminals are connected and performs the management functions. Call distribution and caller ID display system. The system of claim 1, wherein the subscriber information of the caller is at least one of a social security number, a name, and an address of the caller.