KR100612441B1 - The system and method for stabilizied call distribution in CTI system - Google Patents

Abstract

The present invention relates to a call distribution system and method in a CTI system. In particular, when a call is distributed in a CTI call center associated with a PBX, if there is no inter-node idle channel, the inter-node idle channel is waited without waiting for inter-node call distribution. Stable call distribution system and method in a CTI system to allow call distribution when there are or available agents within the same node. Since the present invention considers idle channel information between nodes when selecting an agent in the CTI middleware, when there is no idle channel between nodes, a malfunction caused by an attempt to switch between nodes can be prevented, and there is no idle channel between nodes. It is possible to prevent CTI middleware from continuously making call transfer requests between nodes in a state where switching is impossible, thereby enabling stable call distribution by CTI middleware.

Description

Stable call distribution system and method of the CTI system {The system and method for stabilizied call distribution in CTI system}

1 illustrates a CTI system for call distribution according to the prior art.

2 illustrates a CTI system for call distribution according to the present invention.

Figure 3 (a) is a flow chart illustrating the update of idle channel information between nodes for stable call distribution according to the present invention

3 (b) is a flow chart illustrating a method for selecting an agent for stable call distribution according to the present invention

********* Explanation of symbols on the main parts of the drawing *********

100: private exchange 101: IVR

102: Link Driver 103: CTI Middleware

200: private exchange 201: link driver

202: CTI Middleware

The present invention relates to call distribution in a CTI system. In particular, in a CTI call center associated with a PBX, when there is no idle channel between nodes, an idle channel between nodes is generated after waiting without performing call distribution between nodes. A stable call distribution system and method for distributing a call when there are available agents in a node.

CTI (Computer and Telephony Integration) refers to a method of using a telephone function in a personal computer (PC) or a workstation, and connects a telephone and a computer to transfer information resources such as data, fax, and voice information between different devices. Talk about sharing skills. In other words, CTI refers to a system that provides registered information by not only sharing information resources between a telephone and a computer, but also controlling the connected devices and forming a network with existing information.

The main purpose of the CTI is to integrate voice communication networks such as local telephone networks and public telephone networks, and data communication networks such as local information communications networks (LANs). This approach makes it easy to build applications such as retrieving customer databases from phone numbers in areas such as telemarketing. Specifically, a telephone function board (telephony board) is mounted on the PC to use the PC as a telephone, and a LAN server and a private branch exchange (PBX) are connected to control the line from the client PC via the server. Can be used.

It can also be used to display a phone on the screen using the PC's graphical user interface (GUI) or to make a call when needed from an application such as a database e-mail.

CTI is being extended to call centers by telemarketers who use telephones in their organizations, allowing them to connect calls from many outside complaints with a computer to pop up and store call information. In addition, if you need to call a customer, the phone number registered in the computer is automatically dialed, so it is possible to provide data to analyze and analyze the results of the call.

Application examples of CTI include telephone polls, telemarketing, customer service, election campaigns, rogue or credit card customer management. Call centers, one of the main applications of CTI, have recently evolved into IP contact centers. The IP Contact Center is a multi-functional customer center that has evolved from an existing call center to include not only customer service and management, but also promotional activities.

The contact center typically comprises a CTI server and an IVR (Interactive Voice Response). IVR is called ARS (Audio Response System). It is a system that can listen to, input, and search voice information using a keypad of a telephone.

The IVR accepts a combination of voice call input and optional pressing of a button on a touchtone phone, providing an appropriate response in the form of voice, fax, callback, e-mail, and other media. The IVR first guides the details of the information provided by the system to the customer, receives the specific ID of the customer, retrieves the information from the host, or server, and converts the information into voice.

On the other hand, the CTI system may be used in connection with a Private Branch Exchange (PBX) system. PBX refers to a system that performs support for several telephone exchange operations in a space and building, and has been mainly used for internal communication systems.

The PBX is an exchange that provides various services such as a call transfer, call waiting, and three-way communication by using an area such as a company or a school as one area, and a telephone, a facsimile, a computer, and the like are connected thereto. The PBX can be connected to a company or other local private exchange to use a local area network using a regular telephone line without the addition of a local area network that can control communications between terminals, computers and other information processing devices.

In addition, the PBX is connected to the local exchange and performs the same role as the terminal, and is used internally as the exchange of the PBX network. The PBX eliminates the hassle and inconvenience of moving facilities, such as the expansion of current lines. As described above, the CTI system may be operated in conjunction with the PBX.

1 is a diagram illustrating a CTI system for call distribution according to the prior art. As shown in the drawing, a typical CTI system is a PBX (100) connected to an IVR 101, an inter-node channel from a link driver (102) and a link driver (102) of a CTI system connected to a PBX to collect channel connection information between nodes. It comprises a CTI middleware 103 for collecting the connection information.

In this case, the link driver 102 and the CTI middleware 103 may be implemented in the same system, but may be implemented in separate systems in some cases.

The link driver 102 is a program that performs an interface function that mediates the PBX 100 and the CTI middleware 103. Any change in the PBX 100 system would require an appropriate link driver 102 accordingly.

Middleware, on the other hand, refers to a programming service that mediates between two or more systems or programs. In other words, middleware acts as a medium or associates between two separate programs, and is located in the middle of an application program and a network operating system. Middleware typically supports features such as TP monitors, distributed computing environment, remote procedure call (RPC), objecr request broker (ORB), database access, and messaging. .

 The main function of middleware is to allow programs written to access one database to access another database. An example of the recent use of middleware is the connection between a database and a web server. It can also display forms in web browsers, use them to retrieve data from a database, or display dynamic pages based on user requests.

Multilevel client / server system is an example of a distributed system using middleware. In a three-tier client / server architecture, middleware forms the middle tier. Middleware simply allows you to consistently access heterogeneous servers and use their services. Conversely, if you want to configure multiple heterogeneous systems in a distributed environment, you can write a service program after configuring it as one system using appropriate middleware.

Referring to the call distribution of the conventional CTI system as shown in Figure 1 as follows. First, an internode channel is formed between PBXs, which means a physical channel connection between PBXs. That is, call distribution is possible for a PBX in which an internode channel is formed.

In the CTI call center according to the prior art, when retrieving an agent for customer call distribution, it is determined whether there is an inter-node channel between the node where the call is received and the node where the searching agent exists. The call is routed to the selected agent through the inter-node channel.

For this purpose, the PBX 100 provides inter-node channel connection information to the link driver 102, and the link driver 102 provides inter-node channel connection information to the CTI middleware 103.

The CTI call center, that is, the CTI system, monitors node-to-node channel connection information collected by the CTI middleware 103 from the PBX 100 and the link driver 102 described above.

Accordingly, as described above, after confirming the existence of the inter-node channel between the node where the customer call is received and the node where the searching agent exists, the channel is considered to be available if the inter-node channel exists, and the inter-node node is selected to the selected agent. The call was routed through the channel.

 However, in the conventional case, when only the presence of a channel is checked during the call transfer between nodes, and the number of idle channels is not confirmed, the call transfer attempt is failed even when all the channels between the nodes are occupied. In this case, the CTI middleware 103 cannot detect the call transfer attempt despite the failure of the call transfer attempt, thereby continuously requesting the call transfer between nodes, resulting in a problem in call routing.

Accordingly, an object of the present invention is to solve the above-described problems, and an object of the present invention is to monitor the number of idle channels between nodes of a PBX in a CTI middleware and a PBX, and to idle the information by considering this information when selecting an agent in the CTI middleware. The present invention provides a stable call distribution system and method of a CTI system that prevents call switching between nodes without channels in advance so that CTI middleware can perform stable call distribution.

According to an aspect of a stable call distribution method in a CTI system according to the present invention for achieving the above object, the step of collecting and updating idle channel information between nodes from one or more exchanges; And distributing a call based on the idle channel information between the nodes.
The updating may include transmitting, at the exchange, the inter-node idle channel information to the CTI system; The CTI system includes storing and managing the received inter-node idle channel information in a database.
The idle channel information between nodes is information about a currently available channel among physical channels formed during the exchange.
In the step of storing and managing in the database, the CTI system periodically receives and updates inter-node idle channel information from the exchange and stores it in the database.
Collection of idle channel information between nodes by the CTI system is performed by a link driver in charge of the interface between the switch and the CTI system.
The step of distributing the call may include receiving a call connection request from a customer; First searching whether the node in which the customer call exists and the node in which the idle channel exists are the same node; Performing call distribution when the node having the customer call and the node having the idle channel are the same node as the first search result; If the node having the customer call and the node having the idle channel are different nodes as a result of the primary search, performing a second search for whether a physical channel exists between nodes; Performing a third search for whether there is an idle channel when there is a physical channel between nodes of the second search result; And performing call distribution if there is an idle channel as a result of the third search.
The inter-node idle channel information is transmitted by TCP / IP.
On the other hand, according to an aspect of the CTI system for stable call distribution according to the present invention, at least one switch for periodically transmitting the inter-node idle channel information from the current node to another node; A link driver in charge of an interface for collecting idle channel information from the exchange; It may include a CTI middleware for distributing a call according to the idle channel information collected from the link driver.
The CTI middleware periodically collects node-to-node idle channel information from the link driver, updates the idle channel information according to the collected information, and stores the information in the database.

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DETAILED DESCRIPTION A detailed description of preferred embodiments of the present invention will now be described with reference to the accompanying drawings. In the following description of the present invention, if it is determined that a detailed description of a related known function or configuration may unnecessarily obscure the subject matter of the present invention, the detailed description thereof will be omitted.

2 illustrates a CTI system for call distribution according to the present invention. As shown, the present invention periodically collects node-to-node channel connection information and node-to-node idle channel information from the PBX 200 and PBX 200, which periodically transmits node-to-node idle channel information from the current node to another node. Link driver 201 for transmitting to 202, CTI middleware 202 for collecting inter-node channel connection information and inter-node idle channel information from the link driver.

The node connection information between nodes is information on channels formed between the PBXs 200 and refers to information on how many physical channels exist between the PBXs 200. Idle channel information between nodes refers to information on currently available channels among the above-described physical channels.

When two or more nodes are connected by a physical channel, the PBX 200 transmits the channel connection information, that is, information indicating whether a channel connected to another node from the current node is present to the link driver 201. Transmission of channel connection information from the PBX 200 to the link driver 201 is performed with link establishment by TCP / IP.

As described above, when the channel connection information is transmitted from the PBX 200 to the link driver 201 and the PBX 200, the idle channel information between nodes is transmitted together with the channel connection information. In this case, it should be noted that the transmission of idle channel information between nodes is performed periodically.

The PBX 200 notifies the link driver 201 that there are no idle channels when there are less than a certain number of idle channels as set by the management program in the PBX.

The link driver 201 transmits channel connection information received from the PBX 200 to the CTI middleware 202, and also transmits idle channel information periodically received along with the channel connection information to the CTI middleware 202. In addition, the link driver 201 transmits a command of the CTI middleware 202 to the PBX 200. In addition, the link driver 201 receives a call control command from the CTI middleware 202 and transmits the call control command to the PBX 200, which performs the actual call forwarding.

On the other hand, the CTI middleware 202 periodically updates the idle channel information by collecting idle channel information from the link driver 201 during PBX monitoring. That is, the CTI middleware 202 periodically receives idle channel information, updates and manages idle channel information between nodes, and uses this information when selecting an agent. In this case, data transmission and reception between the link driver 201 and the CTI middleware 202 is also performed by TCP / IP in the same manner as the connection between the PBX 200 and the link driver 201.

3 (a) and 3 (b) are flowcharts illustrating a stable call distribution method in a CTI system according to the present invention, and FIG. 3 (a) illustrates update of idle channel information between nodes for stable call distribution according to the present invention. It is a flow chart shown.

As described above, the CTI system according to the present invention collects and updates inter-node idle channel information from the PBX, in addition to the normal inter-node channel connection information, so that the inter-node idle channel information can be used in call distribution.

To this end, the PBX first transmits inter-channel channel connection information, which is each piece of information connected from another node to another node, to the link driver (S1), and the link driver transmits the inter-node channel connection information to the CTI middleware 202 ( S2).

The CTI middleware 202 creates and manages inter-node connection information based on the received channel-to-node channel connection information (S3). The channel connection information between nodes corresponds to the most basic data for carrying out the present invention.

That is, as the information on the physical channel formed between the current PBX, as described above, the call distribution is performed by determining whether to distribute the call using only the channel connection information between the nodes.

Meanwhile, the present invention further includes idle channel connection information between nodes in addition to the channel connection information between the nodes, so that call distribution is made by substantially available channels instead of only by the presence or absence of a physical channel.

To this end, the PBX transmits idle channel information between nodes connected to each node in the current node in addition to channel connection information between the nodes using the link driver (S4). The link driver transmits idle channel information between the nodes to the CTI middleware (S5).

The CTI middleware receives the inter-node idle channel information from the link driver and then updates the inter-node idle channel information (S6). Idle channel information update between nodes is performed by a database managed separately by the CTI middleware.

On the other hand, the idle channel information between nodes of the CTI middleware transmitted from the PBX is repeatedly updated at regular intervals (for example, 3 seconds) to enable real-time information collection of the CTI middleware (S4, S5, S6).

Figure 3 (b) is a flow chart illustrating a counselor selection method for stable call distribution according to the present invention.

First, a customer connected to a specific node through IVR, etc., requests an agent connection to the CTI middleware (S1). CTI middleware searches for the best agent for agent connection. The optimal agent search may be performed from the PBX information collected through the link driver. The best counselor means a counselor who is currently available to connect.

When searching for an optimal agent, it is searched whether the node in which the customer call exists and the node in which the agent to be selected are the same node (S2). If the node is the same, the node can be selected and the agent can be connected immediately so that the CTI middleware performs call distribution.

In the case of different nodes, it is first detected whether a channel exists between nodes (S3). If no channel exists, agent connection cannot be made. If there is a channel between nodes, it is searched whether there is an idle channel (S4). If there is no idle channel, the counselor connection cannot be made.

Therefore, in order to make a call distribution, when an agent to be connected to a customer is connected to another node, a channel between nodes must exist first, and then an idle channel must exist to enable call distribution for the agent connection. S5).

Meanwhile, the PBX periodically transmits idle channel information to the CTI middleware, and the CTI middleware manages the existence of the idle channel in real time. In the CTI middleware, when selecting an agent to select an agent connected to a node different from the customer node, the agent is selected in consideration of channel connection information and idle channel information between the two nodes.

 As described above, the present invention takes into account idle channel information between nodes when selecting an agent in the CTI middleware, thereby preventing a malfunction caused by attempting to transfer a call between nodes when there is no idle channel between nodes. Therefore, it is possible to prevent CTI middleware from continuously making a call transfer request between nodes in a state where call transfer between nodes is impossible, thus enabling stable call distribution by CTI middleware.

The technical spirit of the present invention has been described above with reference to the accompanying drawings, but this is by way of example only and not intended to limit the present invention. In addition, it is obvious that any person skilled in the art can make various modifications and imitations without departing from the scope of the technical idea of the present invention.

According to the present invention, the CTI middleware collects and manages the number of idle channels between nodes of the PBX in real time, thereby preventing call transfer between nodes without idle channels in advance in consideration of this information when selecting an agent, and by CTI middleware. Stable call distribution is now possible.

Claims (11)

In the stable call distribution method in the CTI system, Collecting and updating inter-node idle channel information from one or more exchanges; And distributing a call according to the inter-node idle channel information. The method of claim 1, The updating step, Transmitting, at the exchange, the inter-node idle channel information to the CTI system; The CTI system storing and managing the received inter-node idle channel information in a database; Call distribution method in a CTI system comprising a. The method of claim 1, wherein the inter-node idle channel information is information on a currently available channel among physical channels formed during an exchange. 3. The method of claim 2, wherein in the storing and managing in a database, the CTI system periodically receives and updates inter-node idle channel information from the exchange and stores it in the database. 3. The method of claim 2, wherein the inter-node idle channel information collection by the CTI system is performed by a link driver that is responsible for the interface between the exchange and the CTI system. The method of claim 1, Distributing the call, Receiving a call connection request from a customer; First searching whether the node in which the customer call exists and the node in which the idle channel exists are the same node; Performing call distribution when the node having the customer call and the node having the idle channel are the same node as the first search result; If the node having the customer call and the node having the idle channel are different nodes as a result of the primary search, performing a second search for whether a physical channel exists between nodes; Performing a third search for whether there is an idle channel when there is a physical channel between nodes of the second search result; Performing call distribution when there is an idle channel in the third search result; Call distribution method in a CTI system comprising a. 3. The method of claim 2, wherein the inter-node idle channel information is transmitted by TCP / IP. In the CTI system for stable call distribution, At least one switch periodically transmitting inter-node idle channel information from the current node to another node; A link driver in charge of an interface for collecting idle channel information from the exchange; CTI middleware for distributing calls according to idle channel information collected from the link driver; CTI system comprising a. The CTI system of claim 8, wherein the CTI middleware periodically collects inter-node idle channel information from a link driver, and updates idle channel information according to the collected information and stores the information in the database. 10. The method of claim 8, wherein the inter-node idle channel information is information on a currently available channel among physical channels formed during an exchange. 10. The CTI system of claim 8, wherein the idle channel information transmission between nodes is performed by TCP / IP.

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