KR100563561B1 - Multi-channel CID apparatus and used customer control system there of - Google Patents

Abstract

The present invention relates to a customer management system using a multi-channel caller display.

According to the present invention, as a channel for accommodating CO lines is manufactured in a slot manner, even if a CO line is newly added, it is easily expandable, and thus, the cost of additional channels is also very low.

In addition, according to the present invention by distributing the CID signal separated from the multi-channel caller display device in a plurality of terminals, it is possible to quickly respond to the customer and to efficiently share and process the work.

In addition, according to the present invention by displaying the geographic information of the customer automatically from the DB based on the CID signal extracted from the multi-channel caller display device, and display, it is possible to more effectively perform the service corresponding to the location of the customer .

In addition, according to the present invention by identifying the customer based on the CID signal extracted from the multi-channel caller display device and then guide the processing status through the ARS, the utility of the system through the efficient distribution of customer convenience and work There is an effect that can be maximized more.

CID, multichannel, server, phone number, database

Description

Multi-channel CID apparatus and used customer control system there of}

1 is a schematic diagram of a customer management system using a multi-channel caller display device according to the present invention;

2 is a block diagram of a multi-channel caller display device shown in FIG.

3 is a server configuration diagram of the customer management system disclosed in FIG.

4 is a format according to the present invention

5 is a format according to the present invention

6 is an ARS server configuration of the customer management system disclosed in FIG.

* Description of the symbols for the main parts of the drawings *

1: Phone 10: Telephone Station

20: caller display device 30: server

40: ARS server 50: terminal

The present invention relates to a customer management system using a multi-channel caller display device, and more particularly, a multi-channel CID device is provided to receive and process a plurality of caller information, and the caller processed and transmitted from the multi-channel CID device. The present invention relates to a customer management system using a multi-channel caller display device for performing customer management by interworking with information and a pre-entered database.

A caller display device (hereinafter referred to as a CID device) is a service that displays the caller's telephone number on the recipient's telephone or display terminal before the call starts.

Due to the CID service, the recipient can determine whether to call or not, and the call management is possible because the phone number is left on the display window even when an incoming call is missed.

These CID services are often used by individual operators, orderers, catering companies, service providers, direct mail service providers, and various companies that receive consultations or reservations by telephone.

However, the conventional CID device only processes the caller information of a single channel, so that when a new channel is added, a separate caller display device must be purchased and installed.

In addition, the service using the conventional CID device has a limitation in customer management by simply displaying the incoming telephone number. That is, only the sender information of the corresponding channel can be checked, and when dealing with a large number of customers, there is a problem such that the response is not only delayed but also distributed processing is not possible, so the work is concentrated on a specific person.

In addition, when a missed call was received, there was inconvenience such as re-dialing by using the phone number left on the display window or checking the customer information by searching the phone number.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problem, and its object is to expand the channel easily without purchasing a separate caller display device even if a new telephone line is expanded, and to send caller information from a plurality of expanded channels. It is to provide a customer management system using a multi-channel caller display device that can receive and process and manage customer through interworking with a pre-entered DB based on processed caller information.

Another object of the present invention is to extract and extract the CID signal from at least one or more channels to a plurality of terminals, thereby enabling a multi-channel caller display device that can respond quickly to customers and to efficiently share and process work To provide a customer management system used.

It is still another object of the present invention to provide a customer management system using a multi-channel caller display device capable of automatically retrieving location information of a customer from a DB based on a CID signal and displaying geographic information linked to an electronic map. .

It is still another object of the present invention to provide a customer management system using a multi-channel caller display device having an automatic response function for identifying a corresponding customer based on a CID signal and automatically guiding the processing status.

The present invention provides a multi-channel caller display device for extracting caller information from a received CID signal and having a channel for accommodating a plurality of trunk lines, and a caller extracted from the multi-channel caller display device. It includes a server that manages customer information through interworking with the data received by receiving the information, and a plurality of terminals that are configured to be displayed on the electronic document format and the customer information that is built on the server and the network and transmitted from the server do. In addition, the multi-channel caller display device includes a plurality of slots including a detector and a signal processor for extracting caller information from the CID signal received through the corresponding trunk line, a microprocessor for controlling transmission and reception of the extracted caller information; The communication unit transmits the extracted caller information to the server under the control of the microprocessor, and if the extracted sender information cannot be transmitted to the server, the extracted caller information is stored to the server under the control of the microprocessor. Memory section for retransmission. In addition, the slot unit is configured in a slot manner in which a detection unit and a signal processing unit are integrally formed to facilitate expansion of a channel that accommodates trunk lines. In addition, the server manages the call history with the caller identification information transmitted from the memory of the multi-channel caller display device along with the time information, retrieves the customer information based on the caller identification information, retrieved at the request of the terminals It includes a database for storing a predetermined program and a variety of data to modify, update, process, store the customer information and to transmit the information. In addition, the database includes a customer information database for storing customer information, a geographic information database for searching the customer's location information based on the customer information, and a modification and update of transaction and customer information displayed on the terminal. It includes an electronic document format database that supports electronic documents to perform processing, storage and storage. In addition, based on the CID signal extracted from the multi-channel caller display device retrieves the customer information from the data previously input to the server, and automatically provides the information according to the request of the customer based on the retrieved customer information, And an ARS server connected to communicate between the multi-channel CID unit and the server.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

First, Figure 1 is an overall block diagram of a customer management system using a multi-channel CID device according to the present invention.

As shown in the figure, a plurality of customer-side telephones 1 to which each telephone number is assigned, a telephone station 10 for transmitting CID signals based on the telephone number of the customer, and a channel for accommodating a plurality of trunk lines, A multi-channel caller display device 20 which separately extracts the CID signal received from the channel, a server 30 which receives the processed CID signal and manages customer information through interworking with the previously input data; A plurality of terminals 50 and an ARS server 40 are provided for sharing customer information of 30 and processing a customer's work.

Here, the sender display device 20 is a detector (a1) and a signal configured to receive a plurality of trunk lines (PSTN) and extract the caller information by detecting the FSK signal and DTMF signal from the input signal as shown in FIG. The slot part S1 including the processing part b1 and the information processed from the slot part S1 are transmitted to the server side computer via the communication part in real time or the server side computer is detected from the communication part 23. If transmission is impossible, a microprocessor 21 is provided to output a control signal to store the extracted caller information in the memory unit 22.

To this end, each of the slots S1 to SN, the memory unit 22 and the communication unit 23 are connected to communicate with the microprocessor 21, and in particular, the communication unit 23 controls the microprocessor 21. Based on this, the server side computer is connected in a wired / wireless manner so as to transmit caller information stored in the memory unit 22.

In addition, the slots S1 to SN configured to include the detection units a1 to an and the signal processing units b1 to bn are provided to be easily expandable according to a channel. If only the slot portion for accommodating the additional mounting on the PCB (PCB) the caller service can be used without purchasing a separate caller display device.

In addition, as shown in FIG. 3, the server 30 manages the call history along with time information of the caller's telephone number transmitted from the microprocessor 21 of the caller display apparatus 20, and based on the caller's telephone number. Retrieve the customer information from the DB 32, and perform modification, update, processing, storage, etc. of the retrieved customer information according to the request of the terminal 50, and transmit the corresponding information.

To this end, the server 30 is provided with a database (DB) 32 for storing a program for processing information and various data, and a network with each terminal 50 is established.

That is, the information processing program of the server 30 may include a search program for searching for information from the database 32, a communication protocol program for handling input and output of information, and various forms displayed on the terminal (for example, call history management, It includes a program for preparing electronic documents of customer information management, deposit and withdrawal management, order and processing status management, etc.).

The database 32 includes a customer DB 33 for storing customer basic information such as name, address, telephone number, geographic information DB 34 for displaying geographic information of the customer, an electronic document format DB 35, and the like. , A data storage DB 36 for data backup and recovery, and an order management DB 37 for storing order and processing status, deposit and withdrawal details, and the like.

Therefore, according to the above configuration, the microprocessor 21 of the caller display device 20 separates and extracts CID signals from a plurality of trunk lines through the slots S1 to SN, and extracts the extracted caller information to the server 30. send. If transmission to the server 30 is impossible (for example, power off, system overload, etc.), the microprocessor 21 stores the extracted sender information in the temporary memory unit 22 and then cannot transmit to the server. When is resolved, the sender information stored in the memory unit 22 is sequentially retransmitted to the server 30 side.

The server 30 searches from the customer information DB 33 based on the transmitted caller information, displays the call management format on each terminal 50 through the network, and when the operator of the terminal clicks the corresponding phone number, the customer information. The customer information management format is displayed on the terminal 50 so as to perform modification, update, processing, and the like, and stores the data of the corresponding DB 32 at the end of the work thereafter.

That is, each terminal 50 can independently respond to the customer, and the processed information is transmitted and stored in the server 30, so that the information on the customer information and other processing results can be shared.

And the ARS server 40 is provided between the caller display device 20 and the server 30, the ARS server 40 is based on the information of the caller extracted from the caller display device 20 to the server 30 When the caller requests a processing matter, and the information according to the request is transmitted, the ARS server 30 performs a predetermined authentication procedure as necessary and then guides the processing matter by voice. In other words, if the caller's customer ID is registered, it performs a predetermined authentication procedure such as receiving and confirming it or receiving and confirming a social security number, and searching for the processing of the corresponding customer from the DB 32. Send a guide message such as 'process completed' or 'hold'.

To this end, the worker establishes a DB for each processing item, or checks the processing subdivided into processing, completion and withholding on the customer information format so that the ARS is supported.

Hereinafter, an embodiment in which the present invention is applied to a vehicle call service will be described in detail.

The following description discloses a number of specific matters such as providing a specific technical configuration and a specific form of an electronic document format according to the application of the present invention, which is intended to help understanding of the technical idea according to the present invention. It should be noted that it is applicable to various types of business that perform orders, other reservations, and customer processing based on the CID signal.

4 and 5 is an electronic document format of a vehicle call service that is an application example of the present invention.

As shown in Fig. 4, the call history format includes a called number display window that sequentially displays incoming phone numbers over time, and a processing result display window that displays processing details of the incoming phone number.

That is, when the incoming telephone number is clicked, the server 30 retrieves the telephone number from the DB 32 so that the customer information format to be described later is displayed automatically. Update the data so that it is automatically listed on the result window. In addition, the server 30 searches the DB 32 and automatically displays the customer information format on the terminal 50 so that new customer information can be registered when there is no incoming telephone number. In addition, the server 30 in real time to display the information displayed on each terminal 50 so that there is no processing in the other terminal 50 if a specific telephone number is processed in any one of the plurality of terminals 50 Update

5 is a customer information format, a query input field for inquiring customer information, a customer classification column given according to usage results, a receivables remarks column indicating a receivable according to a transaction, and notes of customer requirements or other information Memo field, customer basic information field to input or display basic information of customer, geographic information field to confirm customer's geographic information, order history field to input or display current order history, past order It includes an order processing column for displaying details and processing.

In other words, when you click on the incoming phone number displayed in the call history format, the customer information format is automatically displayed.The customer's phone number is displayed in the initial inquiry field, and the customer classification and receivables display fields are based on the previously entered customer information. The memo column, the customer basic information column, the order history column, the order processing history column, and the like are displayed. In addition, after entering the telephone number of the customer to be searched in the search field and clicking the OK button, the server retrieves it from the DB and displays the information of the corresponding customer. In addition, when the geographic information field is clicked, the server searches for and displays the geographic information DB based on the address or displays the geographic information registered by the operator when entering the first customer information. In addition, even if you want to modify or add customer information by modifying the content of the input field or add the non-input items are stored and the customer information is modified and added.

Although not shown, the formats such as open view, sales registration, and entry / exit registration are supported. When the format is clicked, the server 30 retrieves each customer information from the DB 32 and then collects the information in the corresponding format. Display.

For example, in the case of the outstanding view, the phone number processed by the worker and the phone number processed by the operator is displayed separately by displaying each of the incoming phone numbers, so as to enable rapid processing and not be reprocessed by other workers. This makes it possible to easily respond to calls received after work. When the system is turned on, the server 30 transmits a request to the microprocessor 21 of the caller display device 20 and accordingly the memory unit 22. The phone number received from the) is sequentially received and displayed on each terminal 50.

On the other hand, the present invention is linked to the ARS bar, the ARS server 40 through the voice of the caller's processing information. To this end, the ARS server 40 authenticates the ring signal detection unit 41 for detecting a ring signal, a customer identification unit 42 for identifying that it is a customer, and the identified own customer as shown in FIG. 6. It includes an authentication unit 43, and a voice message output unit 44 for voice guidance.

Here, it is preferable that ARS is supported when a predetermined condition is met.

The predetermined condition is that the ARS is started when a predetermined number of ring signals are detected while the caller makes a call, or when a call is received at a specific time after the day.

For example, when the caller makes a call, the ring signal continues to ring when the worker fails to process (response). At this time, if a predetermined number of ring signals are detected from the ring signal detector 41, the ARS server 40 ) Initiates voice guidance. That is, based on the telephone number extracted and separated from the caller display device 20, it confirms that it is its own customer from the DB 32, and if it is identified as its own customer, it requires the input of a numeric key for authentication. For example, by requesting to input a resident registration number or ID or transaction number, password, etc., if they are input, the authentication unit 43 determines whether or not match the existing input. As a result of the determination, if authentication is granted, the ARS server 40 reads the pre-stored processing information from the DB 32 and guides it through the output unit 44 of the voice message.

Here, ARS may be performed independently. That is, in combination with the caller display device 20, since the caller's information (for example, a phone number) is automatically extracted from the caller display device 20, the ARS server 40 is connected to the telephone number of the corresponding customer from the DB 32. Based on this, the DB 32 can be searched and then quickly guided.

In addition, the customer certification process may be excluded as necessary for the purpose of prompt guidance.

As described in detail above, according to the present invention, even if a new trunk line (channel) is newly added, only a corresponding slot needs to be added without purchasing a separate caller display device, so the cost of construction is very low and the scalability is also excellent. Is effective.

In addition, according to the present invention by distributing the CID signal separated from the multi-channel caller display device in a plurality of terminals, it is possible to quickly respond to the customer and to efficiently share and process the work.

In addition, according to the present invention by displaying the geographic information of the customer automatically from the DB based on the CID signal extracted from the multi-channel caller display device, and display, it is possible to more effectively perform the service corresponding to the location of the customer .

In addition, according to the present invention by identifying the customer based on the CID signal extracted from the multi-channel caller display device and then guide the processing status through the ARS, the utility of the system through the efficient distribution of customer convenience and work There is an effect that can be maximized more.

Claims (6)

In the customer management system using the CID signal, A plurality of slots including a detector and a signal processor to extract sender information from CID signals received through a plurality of trunk lines, a microprocessor for controlling transmission and reception of the extracted caller information, and a control of the microprocessor. A communication unit for transmitting the extracted caller information to the server, and temporarily storing the extracted caller information when transmission of the extracted caller information to the server is not possible and then controlling the microprocessor through the communication unit. A multi-channel CID device comprising a memory unit for retransmission to the server, Manage call history along with time information of caller identification information transmitted from the memory unit by the microprocessor of the multi-channel CID device, retrieve customer information based on caller identification information, and at the request of the terminals A server comprising a database for storing a predetermined program and various data so as to modify, update, process, and store the retrieved customer information, and transmit the information; And a plurality of terminals configured to be networked with the server and to process the customer information transmitted from the server to be displayed on the electronic document format. delete The method of claim 1, wherein the slot portion Customer management system using a multi-channel caller display device, characterized in that the slot is formed integrally with the detection unit and the signal processing unit to facilitate expansion of the channel to accommodate the trunk line. delete The method of claim 1, wherein the database A customer information database for storing customer information, A geographic information database that supports retrieving location information of a customer based on the customer information; Customer management system using a multi-channel caller display device, characterized in that it comprises an electronic document format database that is displayed on the terminal to support electronic documents to modify, update, process, and store transaction details and customer information . The method of claim 1, Searching for customer information from data previously input to the server based on the CID signal separated and extracted from the multi-channel CID device, and automatically providing information according to the request of the corresponding customer based on the retrieved customer information, And an ARS server connected to communicate between the CID unit and the server.

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