KR100962571B1 - Call message recording system controlled by computer telephony integration server and method thereof - Google Patents

Abstract

Provided are a call recording system and a call recording method capable of recording a call between an original caller and a rerouting recipient when the call is rerouted.

The CTI server and the CTI server which control the call recording system between the original caller and the rerouting called party to convert a call between the caller's phone and the first or second phone into a three person call between the caller's phone, the second phone and the IVR server. And a recording server for recording the third person call data under the control of the control unit.

Call recording, 3-person call, PBX, CTI

Description

CALL MESSAGE RECORDING SYSTEM CONTROLLED BY COMPUTER TELEPHONY INTEGRATION SERVER AND METHOD THEREOF}

The present invention relates to a call recording system and a call recording method, and more particularly, to a call recording system and a call recording method capable of recording a call between an original caller and a rerouting recipient when a call is rerouted and switched. .

The national representative number service is a service that allows a single telephone number to be used anywhere in the country by integrating a plurality of telephone numbers of a company scattered by region into a single representative number. Therefore, when a caller calls the national representative number subscribed to the national representative number service, the Intelligent Network connects the caller's caller with the caller's nearest phone number or the called party's destination number. give.

Hereinafter, a conventional call recording system will be described with reference to FIG. 1. 1 is a block diagram of a conventional call recording system connected to a private branch exchange (PBX). In FIG. 1, the solid line represents a connection through a public switched telephone network (PSTN) network, the dotted line represents a connection through an internet network such as IP (internet protocol), and the dashed-dotted line represents a connection through a dedicated line connected to the gateway. .

As shown in Fig. 1, a conventional call recording system includes a caller telephone 10, a trunk line switch 20, an intelligent network 30, and a computer and telephony integration (CTI) server (computer telephone integration server, 40). , PBX (private branch exchange, 50), IVR (interactive voice response, 60) server, recording server 70, first telephone 81, first terminal 82, second telephone 91 and the second terminal 92.

First, when the caller makes a call to the national representative number using the caller terminal 10, the trunk line switch 20 connected to the caller terminal 10 sends the actual destination number of the national representative number to the service control system of the intelligent network 30. Contact (SCP: Service Control Point). Next, the service control system (SCP) of the intelligent network 30 notifies the trunk line switch 20 of the called number, and the trunk line switch 20 connects the call to the received destination number. The PBX 50 answers the call from the trunk line switch 20 and then connects the call to the first telephone 81. As a result, the caller telephone 10 and the first telephone 81 are connected to each other to make a call between the caller using the caller terminal 10 and the first caller using the first telephone 81.

During a call connection between the calling party terminal 10 and the first telephone 81, if the first called party wants to record a call with the calling party, the first called party uses the first terminal 82 to establish the CTI server 40. Make a recording request at. Upon receiving the recording request, the CTI server 40 requests recording from the recording server 70 so that the recording server 70 connected to the PBX 50 can perform recording. Thereby, the call between the caller telephone 10 and the first telephone 81 connected to the PBX 50 is recorded by the recording server 70 connected to the PBX 50.

However, when a call is transferred to an external telephone, for example, a second telephone, which is not connected to the PBX 50 by the need of the caller or the first called party, the caller telephone 10 and the second telephone 91 There was a problem that the call between the () can not be recorded by the recording server (70).

In the situation described above, the caller (for example, the customer) and the first caller (for example, a general counselor working in a call center of the enterprise) need more professional consultation while the second caller is required. This often occurs when a call is transferred to a contact person working outside the call center. In such a situation, conventionally, the contents of a call between the caller (customer) and the second called party (business person in charge) cannot be recorded, resulting in various complaints.

Accordingly, an object of the present invention is to provide a call recording system and a call recording method capable of recording a call between an original caller and a rerouting recipient when the call is rerouted and switched.

According to an aspect of the present invention, there is provided a method of recording a call between an original caller and a rerouting recipient. A) While a call is connected between a calling party telephone and a first telephone, the first terminal is connected to the CTI server by the second telephone. Sending a call transfer and recording request to the call; b) controlling the CTI server receiving the request to connect a three-way call between the caller's phone, the second phone, and the IVR server; and c) the knock server Receiving and recording the three-person call data.

According to another aspect of the present invention, a method for recording a call between an originating caller and a rerouting called party includes: a) a call transfer request to a CTI server to a second phone while a call is connected between a calling party telephone and a first telephone. B) controlling, by the CTI server receiving the call transfer request, to divert a call between the caller's phone and the first phone to a call between the caller's phone and the second phone; c) the second terminal Transmitting a recording request to the CTI server, d) controlling, by the CTI server receiving the recording request, a three-way call between the caller's phone, the second phone, and the IVR server to be connected; and e) the recording server. Receiving and recording the three-person call data.

A call recording system between an original caller and a rerouting called party according to another aspect of the present invention is adapted to convert a call between a caller phone and a first or second phone into a three person call between the caller phone, the second phone, and the IVR server. And a recording server for recording the third person call data under the control of the CTI server and the control of the CTI server.

According to the above-mentioned problem solving means, the computer telephone integration (CTI) server is switched to the outside, when a three-way call between the caller's telephone, the second destination telephone and the voice answering server is performed to the external recording server located inside A call recording system and a call recording method capable of recording a call are provided.

DETAILED DESCRIPTION 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. As those skilled in the art would realize, the described embodiments may be modified in various different ways, all without departing from the spirit or scope of the present invention. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention, and like reference numerals designate like parts throughout the specification.

Throughout the specification, when a part is "connected" to another part, this includes not only "directly connected" but also "electrically connected" with another element in between. . In addition, when a part is said to "include" a certain component, which means that it may further include other components, except to exclude other components unless otherwise stated.

Hereinafter, the call recording system and call recording method according to the present invention provides a national representative number service. The national representative number service is a service that uses a single telephone number anywhere in the country by integrating a plurality of telephone numbers of a company scattered by region into a single representative number. In addition, the national representative number service provides a call transfer function. The call transfer function is a function of providing a caller and a caller to another caller after disconnecting the caller and the called party, if necessary.

Hereinafter, a call recording system according to an embodiment of the present invention will be described with reference to FIG. 2.

2 is a block diagram of a call recording system according to an embodiment of the present invention. In FIG. 2, the solid line represents a connection through a public switched telephone network (PSTN) network, the dotted line represents a connection through an internet network such as IP (internet protocol), and the dashed-dotted line represents a connection through a dedicated line connected to a gateway. .

As shown in FIG. 2, a call recording system according to an embodiment of the present invention includes a caller's telephone 100, a trunk line switch 200, an intelligent network 300, and a computer and telephony integration (CTI) server (computer). Telephone integration server 400, private branch exchange (PBX) 500, interactive voice response (IVR) server 600, recording server 700, first telephone 810, first terminal 820, A second telephone 910 and a second terminal 920 are included.

The caller phone 100 is connected to the trunk line switch 200 through the PSTN network. The caller phone 100 serves to attempt a telephone number call to the trunk line switch 200. The caller phone 100 may be a general phone, an internet protocol telephony, or the like.

The trunk line exchanger 200 is connected to the intelligent network 300 to exchange various call information with a service control point (SCP) of the intelligent network 300, and is connected to a plurality of caller phones 100 through a PSTN network. have.

The intelligent network 300 integrates the trunk line switch 200, the CTI server 400, the PBX 500, and the like organically through a network, and flexibly provides various call services such as a phone number notification using a computer. Play a role.

The CTI server 400 is connected to the intelligent network 300, the PBX 500, the recording server 700, the first telephone 810, the first terminal 820, and the second terminal 920, and within the call center. It is responsible for the integrated control of various devices. For example, the CTI server 400 interlocks with the PBX 500 to control a call line and uses a graphical user interface (GUI) or the like to retrieve customer information retrieved from a received telephone number. 820 and the screen of the second terminal 920.

In addition, the CTI server 400 controls recording of the recording server 700 connected to the PBX 500 at the request of the first terminal 820 or the second terminal 920, and transfers calls through call line control. Can be performed.

Specifically, while a call is connected between the caller phone 100 and the first phone 810, the CTI server 400 receives a call transfer and recording request from the first terminal 820 to the second phone 910. In one case, the CTI server 400 converts the call between the caller phone 100 and the first phone 810 into a three person call between the caller phone 100, the second phone 910, and the IVR server 600. Control, and the recording server 700 controls to record the three call data.

In addition, when a call transfer request from the first terminal 820 to the second telephone 910 is received by the CTI server 400 while the call between the caller telephone 100 and the first telephone 810 is connected. The CTI server 400 controls the call between the caller phone 100 and the first phone 810 to be converted into a call between the caller phone 100 and the second phone 910. Then, upon receiving a recording request from the second terminal 920, the CTI server 400 transfers the call between the caller phone 100 and the second phone 910 to the caller phone 100 and the second phone 910. And control to switch to a three person call between the IVR server 600 and the recording server 700 controls to record the three person call data.

The PBX 500 is connected to the intelligent network 300, the CTI server 400, the IVR server 600, the recording server 700, and the first telephone 810. The PBX 500 serves to exchange call lines inside the call center.

The IVR server 600 is connected to the PBX 500 to perform an auto answer function for a call received by the PBX 500 and to listen for call data between the caller phone 100 and the second phone 910. Participates in the form of a three-person call in a call between the caller phone 100 and the second phone 910.

The recording server 700 is connected to the PBX 500 and, under the control of the CTI server 400, records a call of a line connected to the PBX 500 including the called number of the IVR server 600. do.

The first telephone 810 is connected to the PBX 500, the CTI server 400, and the first terminal 820, and may be, for example, an IP phone. The first terminal 820 may be, for example, a general computer, transmits various requests such as a call transfer request and a recording request to the CTI server 400, and receives various information from the CTI server 400.

The second telephone 910 is a telephone that is not connected to the PBX 500, and may be a regular telephone like the caller telephone 100 or an IP telephone such as the first telephone 810.

The second terminal 920 may be, for example, a general computer, and transmits various requests such as a call transfer request and a recording request to the CTI server 400, and receives various information from the CTI server 400.

Hereinafter, a call recording method between an original caller and a rerouting called party according to an embodiment of the present invention will be described with reference to FIGS. 3 to 5. Call recording method between the original caller and the rerouting recipient according to an embodiment of the present invention is made by connecting a three-person call through the IVR server, and intercepts it.

First, a call connection process between the caller phone 100 and the first phone 810 will be described with reference to FIG. 3. 3 is a signal flow diagram illustrating a call connection process between the caller phone 100 and the first phone 810.

First, the first caller attempts to call the representative number using the caller phone 100 (S110). The trunk line switch 200 receiving the call through the representative number inquires the actual destination number of the representative number received by the service control system (SCP) of the intelligent network 300 (S120).

Next, the service control system (SCP) of the intelligent network 300 notifies the trunk line switch 200 to the actual called number of the representative number (S130). The trunk line exchanger 200 notified of the called number performs a call connection to the PBX 500 (S140). The PBX 500 in which the call connection is performed with the trunk line switch 200 connects the call to the first telephone 810 (S150).

Through the above process, the call between the caller telephone 100 and the first telephone 810 is connected (S160), and a telephone call is performed between the first caller and the first agent using the first telephone 810. .

Hereinafter, a call recording method between an original caller and a rerouting called party according to an embodiment of the present invention will be described with reference to FIG. 4. 4 is a signal flowchart illustrating a call recording method between an original caller and a rerouting called party according to an embodiment of the present invention.

Through the process shown in FIG. 3, a call between the caller phone 100 and the first phone 810 is connected, and the first caller and the first agent are talking to the second agent. There may be cases where a call needs to be diverted. At this time, the first counselor requests the CTI server 400 to transfer the call to the second counselor and record the call using the first terminal 820. More specifically, the first terminal 820 requests the CTI server 400 for the call transfer and recording of the call to the second telephone 910 for three persons (S210).

Next, the CTI server 400, which has received a three-way call for call transfer and recording from the first terminal 820, is a service control system (SCP) of the intelligent network 300. A called number and an IVR number which is a called number of the IVR server 600 are provided (S220).

Next, the service control system (SCP) of the intelligent network 300 provided with the second called number and the IVR number notifies the trunk line switch 200 of the second called number and the IVR number (S230). The trunk line switch 200 notified of the second called number and the IVR number performs a call connection (rerouting) to the second telephone 910 through the second called number (S240), and the IVR server 600 through the IVR number. Call connection is performed at (S250).

Due to the above steps, the three-person call between the caller phone 100, the second phone 910 and the IVR server 600 is connected (S260). At this time, the first caller who is using the caller phone 100 may not recognize that a 3 person call including the IVR server 600 is being connected. Therefore, the IVR server 600 is connected in the form of listening to the call between the caller phone 100 and the second phone 910.

When a three-person call is connected between the caller phone 100, the second phone 910, and the IVR server 600, the CTI server 400 requests recording from the recording server 700 (S310). The recording server 700 receiving the recording request receives and intercepts the call data of 3 from the IVR server 600 (S320). At this time, the call data between the caller phone 100, the second phone 910, and the IVR server 600 is substantially the caller phone 100 and the second call because the IVR server 600 does not respond at all. It becomes call data between the telephones 910.

Next, the recording server 700 is a three-way call data between the caller phone 100, the second phone 910 and the IVR server 600, that is, substantially between the caller phone 100 and the second phone 910 Record and store the two-person call data (S330).

As described above, the call is transferred from the call between the caller phone 100 and the first phone 810 to the call between the caller phone 100 and the second phone 910 by a call transfer and recording request, and the call is recorded after the call transfer. The server 700 may receive and store the call data between the caller phone 100 and the second phone 910 in the form of tapping.

Hereinafter, a call recording method between an original caller and a rerouting called party according to another embodiment of the present invention will be described with reference to FIG. 5. 5 is a signal flowchart illustrating a call recording method between an original caller and a rerouting called party according to another embodiment of the present invention.

Through the process shown in FIG. 3, a call is transferred between the caller phone 100 and the first phone 810 so that the caller and the first agent call the second phone 910 as needed. When performing the call, the first counselor requests a call transfer to the CTI server 400 using the first terminal 820. The first terminal 820 requests the call transfer to the second telephone 910 to the CTI server 400 (S410).

Next, the CTI server 400 that has received a call transfer request from the first terminal 820 provides a second called number, which is a called number of the second telephone 910, to the service control system (SCP) of the intelligent network 300. (S420).

Next, the service control system (SCP) of the intelligent network 300 provided with the second called number informs the trunk line switch 200 of the second called number (S430). The trunk line exchange 200 notified of the second called number performs a call connection (rerouting) to the second telephone 910 through the second called number (S440).

Through the above steps, the call between the caller phone 100 and the first phone 810 is converted to a call between the caller phone 100 and the second phone 910 (S450).

If a call is connected between the caller phone 100 and the second phone 910 and the first caller and the second agent (rerouting caller) make a call, the second agent determines that the call needs to be recorded. In operation S510, a third person call for recording is requested to the CTI server 400 using the second terminal 920. FIG.

Next, the CTI server 400 receiving the call for recording 3 provides the IVR number which is the called number of the IVR server 600 to the service control system (SCP) of the intelligent network 300 (S520).

Next, the service control system (SCP) of the intelligent network 300 provided with the IVR number notifies the IVR number to the trunk line switch 200 (S530). The trunk line exchanger 200 notified of the IVR number performs a call connection to the IVR server 600 through the IVR number (S540).

Due to the above steps, the three-person call between the caller phone 100, the second phone 910 and the IVR server 600 is connected (S550). As already explained, the first caller using the caller phone 100 may not be aware that a three person call including the IVR server 600 is being connected. Therefore, the IVR server 600 is connected in the form of intercepting the call contents of the caller phone 100 and the second phone 910.

When a three-person call is connected between the caller phone 100, the second phone 910, and the IVR server 600, the CTI server 400 requests recording from the recording server 700 (S610). The recording server 700 receiving the recording request receives and intercepts the call data of 3 from the IVR server 600 (S620). As already explained, the three-way call data between the caller phone 100, the second phone 910 and the IVR server 600 is substantially the same as the caller phone 100 since the IVR server 600 does not answer anything. It becomes call data between the second telephones 910.

Next, the recording server 700 is a three-way call data between the caller phone 100, the second phone 910 and the IVR server 600, that is, substantially between the caller phone 100 and the second phone 910 The two-person call data is recorded and stored (S630).

As described above, the call between the caller's telephone 100 and the first telephone 810 is converted into a call between the caller's telephone 100 and the second telephone 910 by the call transfer request. In response to the recording request of 920, the recording server 700 may receive and store the call data between the caller phone 100 and the second phone 910 in the form of tapping.

As described above, the call recording system and the call recording method between the original caller and the rerouting recipient according to the present invention call the agent inside the call center, that is, the first agent to a contact person outside the call center, that is, the second agent. Even when switching, the call between the first caller and the second agent can be recorded.

An embodiment of the present invention may also be implemented in the form of a recording medium including instructions executable by a computer, such as a program module executed by a computer. Computer readable media can be any available media that can be accessed by a computer and includes both volatile and nonvolatile media, removable and non-removable media. In addition, computer readable media may include both computer storage media and communication media. Computer storage media includes both volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. Communication media typically includes computer readable instructions, data structures, program modules, or other data in a modulated data signal such as a carrier wave, or other transmission mechanism, and includes any information delivery media.

While the methods and systems of the present invention have been described in connection with specific embodiments, some or all of those elements or operations may be implemented using a computer system having a general purpose hardware architecture.

The foregoing description of the present invention is intended for illustration, and it will be understood by those skilled in the art that the present invention may be easily modified in other specific forms without changing the technical spirit or essential features of the present invention. will be. It is therefore to be understood that the above-described embodiments are illustrative in all aspects and not restrictive. For example, each component described as a single type may be implemented in a distributed manner, and similarly, components described as distributed may be implemented in a combined form.

The scope of the present invention is shown by the following claims rather than the above description, and all changes or modifications derived from the meaning and scope of the claims and their equivalents should be construed as being included in the scope of the present invention. do.

1 is a block diagram of a conventional call recording system connected to a private branch exchange (PBX),

2 is a block diagram of a call recording system according to an embodiment of the present invention;

3 is a signal flow diagram illustrating a call connection process between a caller's telephone and a first telephone;

4 is a signal flowchart illustrating a call recording method between an original caller and a rerouting called party according to an embodiment of the present invention;

5 is a signal flowchart illustrating a call recording method between an original caller and a rerouting called party according to another embodiment of the present invention.

* Explanation of symbols for the main parts of the drawings

100: caller phone 200: trunk line exchange

300: intelligent network 400: CTI server

500: PBX 600: IVR

700 recording server 810 first incoming call

820: first terminal 910: second incoming telephone

920: second terminal

Claims (8)

In the call recording method between the original caller and the rerouting called party, (a) while a call is connected between the caller's phone and the first phone, the first terminal sends a three-way call request to the CTI server for call transfer and recording to the second phone; (b) the CTI server receiving the request transmits the called number of the second telephone and the called number of the IVR server to a service control system (SCP) of the intelligent network; (c) the service control system (SCP) of the intelligent network transmitting the called number of the second telephone and the called number of the IVR server to a trunk line switch; (d) the trunk line exchange connecting a three person call between the caller phone, the second phone, and the IVR server; (e) when the call is connected, requesting the CTI server to record the third person call to a recording server; and (f) the recording server receiving and recording the call data of the third person from the IVR server; Wherein the IVR server is connected to a private exchange (PBX), the first telephone is an internal telephone connected to the private exchange, and the second telephone is an external telephone not connected to the private exchange. How to record. delete In the call recording method between the original caller and the rerouting called party, (a) While a call is connected between a first telephone, which is an internal telephone connected to a private branch exchange (PBX), and a calling telephone, the first terminal is connected to a CTI server to a second telephone, which is an external telephone not connected to the private exchange. Sending a conversion request, (b) the CTI server receiving the call transfer request transmitting the called number of the second telephone to a service control system (SCP) of the intelligent network; (c) the service control system (SCP) transmitting a called number of the second telephone to a trunk line exchange, (d) the trunk line exchange connecting a call between the caller's phone and the second phone; (e) when the call is connected, transmitting a recording request to the CTI server by a second terminal; (f) transmitting, by the CTI server receiving the recording request, the called number of the IVR server connected to the private exchange to the service control system (SCP); (g) the service control system (SCP) transmitting the called number of the IVR server to the trunk line exchange, (h) the trunk line exchange connecting a three person call between the caller phone, the second phone and the IVR server; and (i) the recording server receiving and recording the call data of the third person; Call recording method comprising a. delete delete delete delete delete

Images