KR20070102899A - Apparatus and method for call processing of computer telephony integration system - Google Patents

Abstract

A method and an apparatus for processing calls in a CTI(Computer Telephony Integration) system are provided to shorten the time required for call processing by recording incomplete information for a customer's call abnormally completed in the middle of services and subsequently providing the service to the customer from an abnormally completed service stage when another call containing the same CID(Caller Identifier) as the abnormally completed call is inputted. If an external customer's call is inputted through a PBX(Private Branch eXchange)(S101), an IVR(Interactive Voice Response) server confirms the CID of the inputted call(S102). And then the IVR server provides a voice service announcement to the customer(S103), and confirms whether the call is abnormally completed(S104). If it is confirmed that the call has been abnormally completed, the IVR server creates incomplete information, which contains abnormally completed service stage information and abnormally completed time information, per the CID of the call and stores it in a database(S112). Afterwards, if another call is inputted, the IVR server confirms the CID of the inputted call and judges whether incomplete information corresponding to the confirmed CID exists in the database(S113-S115). If the corresponding incomplete information exists, the IVR server confirms whether the difference between the abnormally completed time contained in the incomplete information and the present time is smaller than reference time(S116). If so, the IVR server subsequently provides services to the customer of the call, starting from an abnormally completed service stage(S117).

Description

Method and apparatus for call processing in computer integrated telephone system {APPARATUS AND METHOD FOR CALL PROCESSING OF COMPUTER TELEPHONY INTEGRATION SYSTEM}

1 is a block diagram showing a computer integrated telephone system according to an embodiment of the present invention.

2 is a block diagram illustrating an IVR server according to an embodiment of the present invention.

3 is a flowchart illustrating a call processing method of an IVR server according to an embodiment of the present invention.

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

100: private exchange 200: IVR server

300: CTI Server 400: Database

500: agent terminal 600: telephone

The present invention relates to a method and apparatus for call processing in a computer-telephone integrated system.

Computer Telephony Integration (hereinafter referred to as CTI) is an integrated system of computer systems and telephone systems. Control and manage the call.

Currently, the best use of such a CTI system is a call center. Configuring a CTI system generally corresponds to configuring a call center.

In other words, the CTI system generally processes the customer's data quickly with the telephone voice for the purpose of integrating voice and data in a call center where telephone and database data are separated. It responds quickly to demands and improves customer service.

On the other hand, the CTI system may have a case in which a call in service is abnormally terminated without completion of a service being performed due to an abnormality of a telephone station line, a failure of a private exchange, a bad call state, a failure between base stations, and the like.

However, the current CTI system has a problem that the customer is provided with a repeated service process by providing a series of service processes from the beginning even when the abnormally terminated call is re-entered.

In addition, since the CTI system provides a service for the re-inputted call from the beginning, the service processing time of the re-inputted call is increased, thereby increasing the load on the system.

Accordingly, the present invention is to solve the above problems according to the prior art, an object of the present invention is to provide a computer telephone integrated system to prevent the repeated call process is repeated after the computer telephone integrated system is abnormally terminated A call processing method and apparatus thereof are provided.

Another object of the present invention is to provide a method and apparatus for processing a call in a computer integrated telephone system for reducing the service processing time of a call re-entered after abnormally terminated.

Computer integrated telephone system according to an aspect of the present invention for achieving the above object, grasp the incoming caller identifier (CID) of the customer call, and if the call is abnormally terminated, generates incomplete information about the CID of the call A voice answering server for providing a voice service from the abnormally terminated service step when a call including the CID is input; It includes a database (Database) for storing the incomplete information for each CID.

The incomplete information includes service step information and abnormal end time information in which the call terminated abnormally.

The incomplete information includes service step information and abnormal end time information in which the call terminated abnormally.

The voice answering server retrieves incomplete information corresponding to the CID of the input call from the database, and provides the initial service step of the voice service if the input call does not include a CID.

If the difference between the abnormal end time included in the retrieved incomplete information and the current time is less than or equal to the reference time, the voice answering server provides a service from the service step included in the incomplete information.

If the service is provided from the abnormally terminated service step for the input call, the voice answering server deletes incomplete information corresponding to the CID of the call from the database.

The voice answering server deletes incomplete information from the database, in which the abnormal end time is a difference between the current time and the reference time, according to a preset time.

If the difference between the abnormal end time included in the retrieved incomplete information and the current time is more than a reference time, the voice answering server provides the voice service from the initial service step.

And, the computer phone integrated system, the counselor terminal for allowing the customer of the call is connected to the counselor when a customer call requesting an agent connection is input, and generates incomplete information for the CID of the call when the connection is abnormally terminated; When a call for requesting an agent connection is input from the voice answering server, a call computer server outputs the call to the agent terminal, and if the call ends abnormally before the output, generates incomplete information on the CID of the call. Integration Server) is further included.

In addition, the call processing apparatus of the computer integrated telephone system according to another aspect of the present invention, grasp the CID of the incoming customer call, and if the call is abnormally terminated, abnormally terminated service step information and abnormal end time for each CID When the incomplete information including the information is generated and a call including the CID is input, the service is provided from the abnormally terminated service step when the difference between the abnormal end time and the current time is less than a reference time using the incomplete information. Control unit; A voice processing unit which performs a voice service according to voice service guide, customer authentication, inquiry and guidance of various information; And a storage unit for storing a driving program and the reference time value.

If the control unit provides a service from the abnormally terminated service step, the controller deletes incomplete information corresponding to the CID of the call.

The controller deletes incomplete information from the database, in which the abnormal end time is a difference between a current time and a reference time, according to a preset time.

If the difference between the abnormal end time and the current time is greater than or equal to the reference time, the controller provides an initial service step of the voice service.

On the other hand, the call processing method of the computer integrated telephone system according to another aspect of the present invention for achieving the above object, when a customer call is input through the telephone network, to determine the CID of the call to perform a voice service or an agent connection service process; Generating and storing incomplete information on the CID of the call when the call is abnormally terminated in the voice service or the agent connection service; Searching for the incomplete information corresponding to the CID when a call including the CID is input; And providing a service from an abnormally terminated service step according to the retrieved incomplete information.

The incomplete information includes service step information and abnormal end time information in which the call terminated abnormally.

The process of providing a service from the abnormally terminated service step provides a service from the abnormally terminated service step when a difference between the abnormal end time and the current time of the retrieved incomplete information is less than or equal to a reference time.

The call processing method of the computer-telephone integrated system further includes the step of deleting incomplete information corresponding to the CID of the call when the service is provided from the abnormally terminated service step.

The call processing method of the computer integrated telephone system may further include deleting, from the database, incomplete information whose abnormal end time is a difference between a current time and a reference time according to a preset time.

The process of providing a service from the abnormally terminated service step is provided from the initial service step of the voice service if the difference between the abnormal end time and the current time of the retrieved incomplete information is equal to or greater than a reference time.

Hereinafter, a call processing method and apparatus thereof of a computer integrated telephone system according to the present invention will be described in detail with reference to the accompanying drawings.

1 is a block diagram showing a computer integrated telephone system according to an embodiment of the present invention.

As shown in FIG. 1, a computer telephony integration (hereinafter referred to as "CTI") system includes a private exchange 100 and an interactive voice response (hereinafter referred to as "IVR") server 200. ), A CTI server 300, a database 400, a plurality of agent terminals 500, and a plurality of telephones 600.

The private exchange 100 transmits a call received from an external customer through the public telephone network to the IVR server 200, and allows the call transmitted to the IVR server 200 to be switched to the counselor terminal 500, or the agent terminal 500. Perform call switching between

The private switch 100 is connected to the plurality of telephones 600 connected to the plurality of counselor terminals 500 through an extension.

The IVR server 200 provides a series of voice services according to voice service guidance, customer authentication, inquiry and guidance of various information, and calls for an agent call from an external customer in voice service. When the request is received, the call of the customer is diverted to the counselor terminal 500.

In addition, the IVR server 200 may provide a message recording function, a consultation reservation function, and the like to an external customer.

In addition, the IVR server 200 grasps a CID (Caller Identifier) included in the call of an external customer input from the private exchange 100.

If the IVR server 200 is abnormally terminated during a voice service or a call with an agent due to an abnormality of a telephone line, a failure of the private switch 100, a poor call state, or a failure between base stations, Incomplete information of the abnormally terminated call is stored in the database 400 for each corresponding CID.

Here, the incomplete information includes step information and abnormal end time information of a service in which the corresponding call is abnormally terminated.

Meanwhile, when another call including the same CID as the abnormally terminated call is input within a preset time, the IVR server 200 searches for incomplete information stored in the database 400, and the service of which the customer of the call was finally provided. Service can be provided from the stage.

That is, if another call equal to the abnormally terminated call is input, the IVR server 200 provides the service again from the stage of the abnormally terminated service without the customer of the corresponding call performing a series of service steps from the beginning. You can get it.

However, when the IVR server 200 is input in a state where another call including the same CID as the abnormally terminated call has passed a predetermined time, the customer of the call is provided with a series of service steps from the beginning.

The CTI server 300 is a main control device of the CTI system. The CTI server 300 controls all devices operated in the system and processes data according to commands and command results for those devices.

In addition, when the call of the customer requesting the agent connection from the IVR server 200 is input, the CTI server 300 outputs the corresponding call to the connection requesting agent terminal 500 so that the customer of the call is connected to the agent.

The database 400 may store data and codes of the CTI system, and may store and store incomplete information for each CID of an external customer call.

In addition, the database 400 may distinguish and store call contents for each customer.

The counselor terminal 500 processes the instructions transmitted from the CTI server 300 and allows the call input from the CTI server 300 to be connected to the counselor through the connected telephone 600.

In addition, the counselor terminal 500 may store the contents of calls between the counselor and the customer through the customer relationship management (hereinafter referred to as "CRM") and the telephone 600 in the database 400.

Next, the call processing operation of the CTI system having such a configuration will be described in detail.

First, when the private exchange 100 receives a call from an external customer through the telephone network, the private exchange 100 outputs the entered call to the IVR server 200.

When a call is input from the private exchange 100, the IVR server 200 grasps the CID included in the caught call, and provides the customer of the call with a series of voice services according to voice service guidance, customer authentication, inquiry and guidance of various information. to provide.

Such an IVR server 200, when an agent call request is input from a customer who is providing a voice service, outputs the call of the customer to the CTI server 300, the call terminal 500 through the corresponding call CTI server 300 )).

The counselor terminal 500 outputs call input information on a display screen when a call is input from the CTI server 300, and the call is connected to the phone 600 to perform a call between a customer and a counselor of the call.

The counselor terminal 500 stores the call contents in the database 400 when the call between the customer and the counselor is completed. That is, the counselor terminal 500 allows the call contents for each customer to be tabled and stored in the database 400 for customer management.

On the other hand, the call of the external customer that is introduced through the private exchange 100, and delivered to the IVR server 200, the CTI server 300 and the counselor terminal 500, the abnormality of the telephone company line, Due to a failure, poor call status, failure between base stations, etc., it can be abnormally terminated in the following steps.

1. The call of the external customer may be abnormally terminated before being input to the CTI server 300, i.e., receiving a series of voice services from the IVR server 200.

2. The call of the external customer may be abnormally terminated at the step input to the CTI server 300, that is, waiting at the CTI server 300 before being connected with the counselor through the private exchange 100.

3. The call of the external customer may be abnormally terminated during the call with the agent, in which the call is not stored while connected to the last agent.

In addition, the call of the external customer is abnormally terminated at the step of receiving a series of voice services from the IVR server 200 in the voice service guide step, the customer authentication step, the inquiry and guidance of various information, and the agent call request step in detail. Can be.

Accordingly, when the IVR server 200, the CTI server 300, and the counselor terminal 500 of the CTI system abnormally terminate the external customer's call in each device as described above, the IVR server 200, the CTI server 300, and the counselor terminal 500 generate the incomplete information of the corresponding call. 400).

That is, the IVR server 200, when the corresponding external customer call is abnormally terminated in the voice service guide step, customer authentication step, inquiry and guidance of various information or the agent call request step, the abnormal termination service step information and abnormal termination time Incomplete information including the information may be generated and stored in the database 400 for each CID of the corresponding call.

In addition, the CTI server 300 includes the abnormal termination service step information and abnormal termination time information for external customer calls that are abnormally terminated after being input to the CTI server 300 and are not output to the private exchange 100. Incomplete information may be generated and stored in the database 400 for each CID of a corresponding call.

And, if the call is abnormally terminated in the state in which the conversation between the agent and the customer is not stored, the agent terminal 500 generates incomplete information including the step information and abnormal end time information of the abnormally terminated service, Each call CID may be stored in the database 400.

As such, the CTI system for storing incomplete information about each abnormally terminated call in the database 400 includes an incomplete completion corresponding to the CID of the call inputted by the IVR server 200 which receives an external customer call from the private exchange 100. The information is retrieved from the database 400.

That is, when a call of an external customer is input from the private exchange 100, the IVR server 200 determines a CID included in the input call, and searches the database 400 for incomplete information corresponding to the identified CID.

When the incomplete information corresponding to the input CID is retrieved from the database 400, the IVR server 200 grasps step information and abnormal end time information of the abnormally terminated service included in the incomplete information.

If the identified abnormal end time has a difference between the current time and the reference time, the IVR server 200 may allow the customer of the input call to receive the service from the abnormally terminated service step.

That is, if the input call is judged to be the same customer as the customer of the call in which the input call was abnormally terminated, the customer of the corresponding call does not go through a series of service steps and starts the service again from the abnormally terminated service step. Can be provided.

The IVR server 200 deletes the incomplete information stored in the database 400 when the input call is provided with the service from the step of the abnormally terminated service.

In addition, the IVR server 200 identifies the database 400 according to a preset time, and selects and deletes incomplete information whose abnormal end time is the difference between the current time and the reference time from among the incomplete information stored in the database 400.

On the other hand, the IVR server 200, if the CID is not detected from the input call, or if the abnormal end time included in the retrieved incomplete information is more than the current time and the reference time, so that the customer of the input call is provided from the initial service stage of the voice service do.

In this case, when the CID is not known, it is a case where an external customer inputs a call set to not include the calling party number in the CTI system.

2 is a block diagram illustrating an IVR server according to an embodiment of the present invention.

As shown in FIG. 2, the IVR server 200 may include a controller 210, a voice processor 220, and a storage 230.

The controller 210 of the IVR server 200 controls the entire IVR server 200 including the voice processor 220 and the storage 230.

In addition, the control unit 210 grasps the CID of the call input from the private exchange 100, generates incomplete information on the CID of the call abnormally terminated during service provision, and stores the CID of the call in the database 400 for each call. Here, the incomplete information includes step information and abnormal end time information of an abnormally terminated service.

When another call including the same CID as the abnormally terminated call is input from the private exchange 100, the controller 210 retrieves incomplete information corresponding to the CID of the input call from the database 400, and abnormally. Have the customer of the call entered from the phase of the terminated service receive the service.

The voice processing unit 220 may provide a series of voice services according to voice service guide, customer authentication, inquiry and guidance of various information, and record a message that the customer wants to record.

The storage unit 230 stores a driving program of the IVR server 200, a reference time for allowing re-input, and the like.

Looking at the operation of the IVR server 200 having such a configuration in detail, first, when the external customer call is input from the private exchange 100, the controller 210 determines the CID included in the input call.

When the CID is determined, the controller 210 performs voice service guidance and customer authentication through the voice processing unit 220, and provides a voice service according to inquiry and guidance of various information to an external customer. Then, when the counselor call request is input from the customer who is providing the voice service, the controller 210 outputs the call of the customer to the CTI server 300 so that the customer and the counselor are connected.

On the other hand, if the call is abnormally terminated while providing the voice service, the controller 210 generates incomplete information including the step information of the abnormally terminated service and the abnormal end time information for each CID of the corresponding call and stores it in the database 400. do.

In this way, the control unit 210 having stored the incomplete information in the database 400, when the call of the external customer from the private exchange 100, grasps the CID included in the input call.

In addition, the controller 210 searches for incomplete information corresponding to the identified CID from the database 400.

When the incomplete information is retrieved from the database 400, the database 400 determines whether the abnormal end time has a difference between the current time and the reference time according to the abnormal end time included in the retrieved incomplete information and the reference time stored in the storage 230. To judge.

As a result of determination, if the abnormal end time has a difference between the current time and the reference time or less, the voice processing unit 220 or so that the customer of the call is provided with the service from the abnormally terminated service step included in the incomplete information. Control the CTI server (300).

If the controller 210 provides the service from the abnormally terminated service step to the customer of the input call, the controller 210 deletes incomplete information of the database 400 stored in correspondence with the corresponding CID.

In addition, the controller 210 determines the database 400 according to a preset time, and selects and deletes incomplete information whose abnormal end time is the difference between the current time and the reference time from among the incomplete information stored in the database 400.

Meanwhile, if the call input from the private exchange 100 does not include the CID, or if the abnormal end time of the detected incomplete information is different from the current time and the reference time, the controller 210 provides the initial service step of the voice service to the customer of the input call. Provided from.

3 is a flowchart illustrating a call processing method of an IVR server according to an embodiment of the present invention.

As shown in FIG. 3, when the call of the external customer is input through the private exchange 100 (S101), the IVR server 200 determines the CID of the input call (S102).

The IVR server 200 provides voice service guidance to the customer of the input call (S103), and determines whether the input call is abnormally terminated (S104).

If the input call is not abnormally terminated, the IVR server 200 performs customer authentication of the input call (S105).

The IVR server 200 determines whether the call input after the customer authentication is abnormally terminated (S106).

If the input call is not abnormally terminated, the IVR server 200 performs a series of voice services according to inquiry and guidance of various information (S107).

The IVR server 200 determines whether the call input after the voice service is abnormally terminated (S108).

If the input call is not abnormally terminated, the IVR server 200 determines whether an agent call request is input from the input call customer (S109).

If the agent call request is not input from the input call customer, the IVR server 200 terminates the series of voice services. If the agent call request is input, the IVR server 200 determines whether the input call is abnormally terminated (S110).

If the input call is not terminated abnormally, the IVR server 200 outputs the input call to the CTI server so that the customer of the call is connected to the counselor (S111).

On the other hand, the IVR server 200 is abnormally terminated if it is determined that the input call is abnormally terminated after a series of voice service and agent call request inputs according to voice service guidance, customer authentication, inquiry and guidance of various information is performed. Incomplete information, including step information of each service and abnormally terminated time information, is generated for each input CID and stored in the database 400 (S112).

In addition, the IVR server 200 determines whether a customer call is input from the outside (S113).

If the call is input, the IVR server 200 determines whether the input call includes the CID (S114).

If the CID of the input call is found, the IVR server 200 searches whether the incomplete information corresponding to the identified CID exists in the database 400 (S115).

If the incomplete information corresponding to the identified CID is retrieved from the database 400, the IVR server 200 determines whether the difference between the abnormal end time and the current time included in the incomplete information is less than or equal to the reference time (S116).

If the difference between the abnormal end time and the current time is less than or equal to the waiting time, the IVR server 200 enables the service to be provided to the customer of the input call from the abnormally terminated service step included in the incomplete information (S117).

The IVR server 200 deletes incomplete information corresponding to the CID of the input call from the database 400.

However, the IVR server 200 does not identify the CID from the input call, or if the incomplete information corresponding to the identified CID is not confirmed, or if the difference between the abnormal end time and the current time included in the confirmed incomplete information is greater than or equal to the reference time. In operation S103, a series of voice services are provided to the customer of the input call, starting with the voice service guide.

Meanwhile, the IVR server 200 grasps the database 400 according to a preset time, and selects and deletes incomplete information whose abnormal end time is the difference between the current time and the reference time from among the incomplete information stored in the database 400.

The present invention described above stores and manages incomplete information on abnormally terminated calls by distinguishing them with CIDs in one embodiment. However, in another embodiment, the present invention may store and manage them by using customer identifiers other than CIDs.

The call processing method and apparatus of the computer integrated telephone system according to the present invention as described above, the CTI system records the incomplete information about the customer call abnormally terminated during the service, and includes the same CID as the abnormally terminated call If another call is entered, the corresponding customer can be provided with the service from the previous abnormally terminated service level, thereby reducing the time required for processing the customer call and improving the quality of the service.

Claims (19)

In a computer telephone integrated system, Determines the caller identifier (CID) of the incoming customer call, and if the call is abnormally terminated, generates incomplete information about the CID of the call, and if a call including the CID is input, the voice service is started from the abnormally terminated service step. Providing a voice answering server; Wow Computer integrated telephone system including a database for storing the incomplete information for each CID. The method of claim 1, The incomplete information, Computer integrated telephone system comprising service phase information and abnormal end time information in which the call terminated abnormally. The method of claim 1, The voice service, Comprehensive computer telephone system, including voice service announcements, customer authentication, information and inquiry and agent connection services. The method of claim 3, The voice answering server, And searching for incomplete information corresponding to the CID of the input call from the database, and if the CALL is not included in the input call, providing from the initial service step of the voice service. The method of claim 4, wherein The voice answering server, And providing a service from the service step included in the incomplete information when the difference between the abnormal end time and the current time included in the retrieved incomplete information is less than or equal to a reference time. The method of claim 5, The voice answering server, And if service is provided from the abnormally terminated service step for the input call, deleting incomplete information corresponding to the CID of the call from a database. The method of claim 2, The voice answering server, And incomplete information, in which the abnormal end time is a difference from a current time and a reference time, from the database according to a preset time. The method of claim 4, wherein The voice answering server, If the difference between the abnormal end time and the current time included in the retrieved incomplete information is more than the reference time, computer telephone integrated system provided from the initial service step of the voice service. The method of claim 1, An agent terminal configured to connect a customer of the call to the counselor when a customer call requesting a counselor connection is input; Wow When a call for requesting an agent connection is input from the voice answering server, a call computer server outputs the call to the agent terminal, and if the call ends abnormally before the output, generates incomplete information on the CID of the call. Computer telephone integration system further comprising an Integration Server. A call processing apparatus of a computer telephone integrated system, Determine the CID of the incoming customer call, and if the call is abnormally terminated, generates incomplete information including abnormally terminated service step information and abnormal end time information for each CID, and if a call including the CID is input, A controller configured to provide a service from the abnormally terminated service step when the difference between the abnormal end time and the current time is less than or equal to a reference time using incomplete information; A voice processing unit which performs a voice service according to voice service guide, customer authentication, inquiry and guidance of various information; And And a storage for storing a drive program and the reference time value. The method of claim 10, The control unit, And providing service from the abnormally terminated service step, and deleting incomplete information corresponding to the CID of the call. The method of claim 10, The control unit, The call processing apparatus of the integrated computer phone system according to the preset time, wherein the abnormal completion time is incomplete from the current time and the reference time difference. The method of claim 10, The control unit, And the initial processing step of the voice service, if the difference between the abnormal end time and the current time is greater than or equal to the reference time. In the call processing method of computer telephone integrated system, When a customer call is input through a telephone network, determining a CID of the call to perform a voice service or an agent connection service; Generating and storing incomplete information on the CID of the call when the call is abnormally terminated in the voice service or the agent connection service; Searching for the incomplete information corresponding to the CID when a call including the CID is input; And And providing a service from an abnormally terminated service step according to the retrieved incomplete information. The method of claim 14, The incomplete information, And a service step information and abnormal end time information in which the call ends abnormally. The method of claim 15, The process of providing a service from the abnormally terminated service step, And if the difference between the abnormal end time of the retrieved incomplete information and the current time is less than or equal to a reference time, providing a service from the abnormally terminated service step. The method of claim 16, And if the service is provided from the abnormally terminated service step, deleting incomplete information corresponding to the CID of the call. The method of claim 15, And deleting, from the database, incomplete information whose abnormal end time is a difference between a current time and a reference time according to a preset time. The method of claim 15, The process of providing a service from the abnormally terminated service step, If the difference between the abnormal end time of the retrieved incomplete information and the current time is more than the reference time, the call processing method of the computer phone integrated system provided from the initial service step of the voice service.

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