KR20050121597A - Apparatus and method for call processing in computer telephony integration program - Google Patents

Abstract

According to the present invention, when a call is re-incoming in a computer-telephone integrated program, the operation before re-receipt is memorized, and the user who displays the operation before re-receipt and the user who wants to repeat the same operation is operated in one operation. If you transfer the call, you can see the number and status of the other party by displaying the information that you have recently transferred, so that you can save time and effort. The present invention relates to a call processing apparatus and method using a computer-telephone integrated program capable of switching to promote user convenience and save time.

Description

Apparatus and Method for Call Processing in Computer Telephony Integration Program

The present invention relates to a call processing apparatus and method using a computer telephone integrated program, and more particularly, to a computer telephone integrated program interoperating with a private switching system, a computer telephone that stores and re-uses recently received or changed numbers and information. A call processing apparatus and method using an integrated program.

Computer Telephony Integration (CTI) is a tool that integrates telephone technology with computer technology to secure competitive edge in corporate activities. CTI system is largely composed of computer system, telephone system and CTI technology combining them. CTI technology connects telephone systems on one side, connects and combines computer systems on the other side, and uses computer technology to control and manage calls. CTI's core technologies include CTI links between exchanges and CTI servers, including application programming interfaces (APIs) and CTI middleware. They play a key role in the CTI solution, which handles features that directly relate to the call (calling, answering, hanging up, transferring calls, etc.).

CTI applications use caller authentication or one of several standard methods to screen caller numbers based on a database, voice recognition for authentication or message delivery, voice generated, recorded voice, and input touch tones. To determine how to handle the call. It also provides the caller with an interactive voice response, which matches the caller's phone number with the customer's record, provides it as a reference to the person who answers the call, manages voice or video conferences, collects pending calls or messages left by the caller. It can also be used to display faxes, receive fax messages or automatically route them to the appropriate fax.

Typically, the exchange system can confirm the sender's information, because the sender's information is configured to notify the exchange system in advance by the R2 protocol or No.7 signal processing. The technology of providing caller information as a terminal was first started in the mobile communication field, and in the private network, computer telephony integration (CTI) has been developed to provide various services by connecting computers in connection with a private exchange system. . Such computer and telephone integration technology is being made to provide more services by adding a computer to the telephone service.

Figure 1 shows the configuration of a general private network constructed based on computer telephone integration technology.

The private exchange system 110 is connected to the public switched network (PSTN) 100, and performs outgoing call processing in which an outgoing call is made to the public switched network 100 and incoming call receiving a call from the public switched network 100. . In addition, the private exchange system 110 delivers the caller information to the computer phone integration server 120 through the caller ID received with the incoming call signal when the incoming call is received. When the caller information is received from the computer phone integration server 120, the terminal transmits the caller information to the corresponding terminal.

Private Switching System (110) has a plurality of internal subscribers, which are digital telephone 151 subscribers, general telephone subscribers and local area network (LAN) configured to transmit data together with telephone lines. IP phones 141 connected through 130 are provided. Digital telephone subscribers have separate data lines, which can receive subscriber information. In addition, IP phones 141 may receive subscriber information together with a voice signal through a LAN. In addition, the digital telephones 151 and the IP telephones 141 include a display unit for displaying caller information.

The computer telephone integration server 120 has a call distribution function and is responsible for controlling a call to be set up with a call center or counselor terminal in response to a consultation request from a CO line terminal or an Internet phone client. Caller information is also available. For example, the caller's name, company, address, e-mail, web address, and input memo are stored in accordance with the subscriber's mobile terminal, telephone number, extension number, and home telephone number.

This caller display function is basically required for a wide range of services of the CTI system. The caller information is stored in a database and used for various purposes.

In the CTI system that can provide various services like this, the most basic telephone service is used. If another call is received during a call, the call waiting list can be used to wait for a while and receive an incoming call. Conferencing calls that allow you to dial in and call several people at the same time, transfer services that allow you to connect your call to others, and temporarily put a call on the other end Call hold service that allows you to talk to the original party.

If an operator or an agent picks up an incoming call and puts it on call waiting, or if you switch to another number and the called party is still on the call, the CTI system waits for some time since the call waiting or transfer started. The call is returned to the original operator or agent, which is called Recall.

If the call is redone, the operator or counselor must answer the call, place it on hold, or switch to another number. At this time, the operator should check the path that the incoming call has been re-done again. If it is necessary to switch, the operator should repeat the process of pressing the corresponding transfer number and pressing the transfer button again. In addition, when a call to be switched to the same transfer number from the same caller later comes back, it is inconvenient to repeatedly press the transfer number and the transfer button to be switched in the same way as before.

That is, the method of handling a call that has been re-initiated in the existing CTI program or a call that wants to be transferred to the same number as the previous change was the same as that used on a normal landline or wireless telephone. In this conventional method, it was difficult to find a called number to be switched and press the number and press the switch button again.

In order to solve the above problems, the present invention can repeat the same process as before the incoming call when the call is re-initiated using the computer integrated telephone program, and the database is based on the information of the other party in the call transfer. The purpose of the present invention is to provide a call processing apparatus and method using a computer-telephone integrated program that displays the number and name of an extension or external line that has recently been switched and selects the corresponding number.

Call processing method using a computer phone integrated program according to an aspect of the present invention, when a call is introduced from the outside, storing the detailed information about the call in the database, the call is stored in the database when the call is re-incoming Displaying last operation information of the call and re-executing the displayed last operation according to a selection.

According to another aspect of the present invention, a call processing apparatus using a computer-telephone integrated program includes: a database storing detailed information on a call introduced from the outside; a call display unit displaying detailed information on a call stored in the database; And a call processing unit for displaying the last operation information of the corresponding call stored in the database when the incoming call is received, and controlling to perform the displayed last operation according to the selection.

Call processing method using a computer phone integrated program according to another aspect of the present invention, when a call is introduced from the outside, storing the detailed information about the call in the database, when the call is introduced from the caller with the call history, Extracting recent conversion information from a database based on a telephone number of an outgoing call; displaying a recent conversion number from information input from the extraction step; and selecting a desired number of the caller to transfer a call; do.

Call processing apparatus using a computer integrated telephone program according to another aspect of the present invention, the database for storing detailed information on the incoming call from the outside, the call call display unit for displaying the detailed information about the call stored in the database, the database If there is a recent conversion information on the incoming call from the outside, the conversion information display unit for displaying the information and if the call is coming from the caller with the call history, the recent conversion in the database based on the telephone number of the call origination And a call processing unit for extracting the information, displaying the latest switch number from the extracted information on the switch information display unit, and controlling to switch the call to the selected switch number.

Computer integrated telephone system according to another aspect of the present invention, the interface module for processing messages sent and received through the computer telephone integrated link, a database for storing information and logs for various calls; And when the external call flows from the interface module, stores an operation related to the call in the database, and extracts the last operation information of the corresponding call stored in the database when the call is re-sent and performs the last operation again. And a module, and when a call with an outgoing call is introduced from the outside, the latest conversion information is extracted from the database based on the telephone number of the corresponding outgoing call, and the destination number is selected by selecting the desired conversion number from the extracted call information. It characterized in that the conversion to.

Hereinafter, a preferred embodiment according to the present invention will be described in detail with reference to the drawings.

2 shows a configuration of an apparatus and a system on which a CTI program to which the present invention is applied are executed.

The system to which the present invention is applied is composed of a private switching system 201, a plurality of CTI programs 205, 205 ', 205 ", a CTI link 203 which is a path of a CTI message, and the like.

The private exchange system 201 is connected to the public switched network (PSTN) to perform the exchange function for call requests from a plurality of CO lines, and the CTI program 205 is installed in the user's PC to allow a plurality of clients to provide CTI services. You will be provided.

The CTI link 203 serves to interconnect the CTI program 205 and the private exchange system 201. It is never easy to directly control the private switching system 201 from the CTI program 205 used by the user, because it must be in charge of the system program outside of the nature of the application. The CTI program 205 controls the exchange through the CTI link 203 rather than directly controlling the exchange in the CTI program 205 in order to provide a structural complement to easily implement the CTI program 205.

3 shows a detailed logical block configuration of a CTI program.

The CTI program 205 installed in the user's PC processes the call input through the interface module 301 and the interface module 301 that processes messages transmitted and received through the CTI link 203, and when the call is terminated, A call processing module 302 for storing a log of information in a database 307, a system information processing module 303 for managing system information (Config information), and a device processing module 304 for device information such as extension and trunk lines. Message processing module 305 for instant messages between devices or CTI programs, DB processing module 306 for processing logs to create logs or reports, and storing various call logs, system configurations, subscriber information, message logs, etc. It has a component such as a database (307).

The call processing module 302 according to the present invention stores the operation of the call in the database 307 when a call flows from the outside, and the last operation information of the call stored in the database 307 when the call is re-incoming. Extract and perform the last action again with just one action. In addition, when a call flows from the outside, the latest conversion information is extracted from the database 307 based on the telephone number of the corresponding outgoing call, and the desired conversion number is selected from the extracted information to the destination number in a single operation. Switch.

Figure 4 shows the operation flow of the system in the case of the recent incoming call back in accordance with the present invention.

When a call is received from the outside to the CTI system (S401), the initial state of the call is incoming, and when the operator or the agent receives an incoming call, the call reaches a state of the call (S402). The operator or counselor switches the corresponding call to another number or performs a call such as hold and call storage for a call that is busy or incoming according to a caller's request (S403). At this time, the CTI program 201 stores the ID of the call and detailed information of the call regarding the performing operation in the database 307 (S404).

If the call with the switching target for the converted call is made (S410), the call will be terminated after a certain time of call (S410). You are back. Even in the case of hold and call storage, if a certain time elapses, a call is returned to the operator or the operator who made the first call, that is, a redial occurs (S405).

When re-call occurs, the CTI program 205 requests the last operation information of the call from the database 307 (S406). The CTI program 205, which receives the last operation information from the database 307, displays information on the corresponding call that has been re-initiated through the call display window on the user interface of FIG. 5 (S407). The operator or agent can know from the information about the call that he or she has previously switched to a held or another number, and if the last action information is present, the "Redo last action" command is activated in the form of a button or menu. do. When the last operation is to be re-executed, the last operation is performed once again by selecting the "Redo Last Operation" button or a menu (S408).

If the call is successfully re-transmitted, held, parked, etc. while the call is being received or in a call, the current operation of the call is stored as a last operation in the database (S409). If the other party is still busy or there is no answer, the incoming call can be repeated many times unless the caller ends the call. In this case, the corresponding call is re-received and the process is terminated if the call is not re-sent (S410). If the call is re-received, the process is repeatedly performed after the step of requesting the final operation information from the database 307. .

Figure 5 illustrates one preferred embodiment of the user interface when a held call is redialed.

5 shows information on a call that an operator or counselor is currently talking with, and shows various information about the call. It can be seen from the call display window of FIG. 5 that the call is an extension number 204, the current state is connected, 24 seconds have elapsed since the call start time, and the call that was previously held has been re-entered.

The operator or counselor can easily perform the previous operation again by selecting the "re-execute call" button or menu as shown in FIG.

6 shows a processing flow according to the present invention when a call from an originator with originating history occurs.

Once the call flows from the outside, the call is placed in the incoming state (S601). The incoming call is displayed through the call display window of the user interface. When the operator or counselor receives an incoming call, the call is in a call state (S602). In the call state, the CTI program 205 searches the database 307 for a call history from the same caller previously based on the caller's phone number (S603). If there is no previous call history, an operation such as switching a call according to the caller's request may be performed (S605).

If the call is from a caller who has a call history, the database 307 requests the database 307 to find a record that was recently switched and extract the number and name (S604). The recent conversion information 720 supplied from the database 307 is displayed through the call display window 700 of the user interface as shown in FIG. 5. If there is a number that the current caller intends to switch to in the list of recently switched numbers, the operator or the counselor selects the corresponding number (S607) and attempts to switch (S608). When the switch fails, that is, when there is no response from the switch target receiver or is busy, the same operation can be repeated from the step of selecting the switch target number. When the conversion is completed, the conversion number is updated in the database 307, and the latest conversion information list is also modified to the most recent conversion number (S609).

7 illustrates an exemplary embodiment of a user interface for re-use of a recent call / conversion number according to the present invention.

When a call flows from the outside, the CTI program 205 displays information on the calling party information 710 on the calling number of the corresponding call. In addition, the caller's number of the call is extracted from the database 307, and the list of the number of the caller's call number 700 is displayed.

The call number shown in FIG. 7 is a telephone call from Ryu Ung-hee, who uses the extension number 205, and the caller can see that the call number is 82-31-703. The current call state is busy and the call continues for 11 seconds and the call is requested to switch to extension number 204, but the call is currently being re-sent. In the recent conversion number 720 column, all three recent conversion numbers are displayed. If the displayed number is the extension, the extension's status 721 is also displayed. For example, when the called party number to be switched is busy, “Busy” is displayed, and if the called party number is idle, no extension is displayed to display the state of the corresponding extension number. In the example shown in FIG. 5, it can be seen that all recently changed numbers are in the dormant state and can be switched.

When the state of the extension is switchable, the switch button 722 located on the right side is activated. When the user presses the switch button 722, the system attempts to switch and updates the recently converted number in the database 307 when the switch is completed. In case of updating and overlapping the previously saved number, the previous information is removed and replaced with new information.

The number shown in the recent conversion number 720 of FIG. 7 is all three numbers, but this is variable according to the management range and call behavior of the corresponding system. For most users who make outgoing calls to a telephone number managed by a specific private exchange system, the range of numbers to be called or diverted is not very wide regardless of whether they are business or personal. Therefore, it is possible to identify and type the caller's behavior to access the system, find the most appropriate index, and extend the range of the recent conversion number 720 on the interface to more than four or less than two. will be

According to the present invention, when a call is re-incoming in a computer-telephone integrated program, the operation before re-receipt is memorized, and the user who displays the operation before re-receipt and the user who wants to repeat the same operation is operated in one operation. If you transfer the call, you can see the number and status of the other party by displaying the information that you have recently transferred, so that you can save time and effort. By enabling the switching has the advantage of saving the user convenience and time.

1 is a block diagram of a general private network constructed based on computer telephone integration technology.

2 is a block diagram of an apparatus and system for executing a computer integrated phone program to which the present invention is applied.

3 is a detailed logic block diagram of a computer-telephone integrated program.

4 is a flowchart illustrating the operation of a system when a recent call is re-arrived according to the present invention.

5 is a preferred embodiment of the user interface when a held call is redialed.

6 is a process flow diagram in accordance with the present invention when a call from an originator with originating history occurs.

7 is a preferred embodiment of a user interface for re-use of a recent call number according to the present invention.

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

201: Private exchange system 203: CTI Link

205: CTI program 301: interface module

302: call processing module 303: system information processing module

304: device processing module 305: message processing module

306: DB processing module 307: database

710: call party information 720: recent conversion number

722: toggle button

Claims (10)

In the method of controlling a call in a computer integrated telephone program interworking with the switching system, Storing detailed information including a last operation information on the corresponding call when the call is introduced from the outside in a database; Displaying last operation information of a corresponding call stored in the database when the call is re-called; And Re-executing the displayed last operation according to the selection, Call processing method using a computer-telephone integrated program. The method of claim 1, Detailed information about the call, And a call origination number of the call and call history information from the call number. An apparatus for controlling a call in a computer integrated telephone program interoperating with an exchange system, A database for storing detailed information on the incoming call from the outside; Call call display unit for displaying the detailed information about the call stored in the database; And And a call processing unit for displaying the last operation information of the corresponding call stored in the database when the call is re-sent and controlling to perform the displayed last operation according to the selection. In the method of controlling a call in a computer integrated telephone program interworking with the switching system, Storing detailed information about the corresponding call in a database when the call flows from the outside; Extracting recent conversion information from a database based on the telephone number of the outgoing call when a call flows from a caller having a call history; Displaying the latest conversion number from the information input from the extraction step; And And calling the caller by selecting the desired number to switch the call. The method of claim 4, wherein The conversion step, After performing the conversion to the selected conversion number, the latest conversion number is updated and stored in the database. If there is a duplicate conversion number, the existing conversion information is deleted and the latest conversion information is additionally stored. Call processing method using a computer phone integrated program, characterized in that it comprises a. An apparatus for controlling a call in a computer integrated telephone program interoperating with an exchange system, A database for storing detailed information on the incoming call from the outside; Call call display unit for displaying the detailed information about the call stored in the database; A conversion information display unit for displaying the corresponding information when the latest conversion information on the call introduced from the outside exists in the database; And When a call flows from a caller who has a call history, the latest conversion information is extracted from the database based on the telephone number of the outgoing call, and the latest conversion number is displayed on the conversion information display unit from the extracted information. Call processing apparatus using a computer phone integrated program comprising a call processing unit for controlling to switch the call. The method of claim 6, The conversion information display unit, Call processing apparatus using a computer phone integrated program, characterized in that the number of the latest conversion number displayed according to the user's selection can be adjusted. The method of claim 6, The conversion information display unit, A call processing device using a computer-telephone integrated program comprising at least one state information of a state of idle or busy state of each number of the last conversion number. In computer telephone integrated system, An interface module for processing messages exchanged through a computer telephone integrated link; A database storing information and logs of various calls; And When the external call flows from the interface module, detailed information about the call is stored in the database, and when the call is re-input, the call processing extracts the last operation information of the corresponding call stored in the database and performs the last operation again. Computer integrated telephone system comprising a module. The method of claim 9, The call processing module, When a call with an outgoing call originates from the outside, the latest conversion information is extracted from the database based on the telephone number of the corresponding outgoing call, and the selected outgoing number for the current outgoing call is selected from the extracted information to convert to the destination number. Computer integrated telephone system.