KR20090068908A - System and method for providing ip centrex based call center service, method for preparing the service - Google Patents

Abstract

A system and a method for providing an IP Centrex based call center service and a method for preparing the service are provided to supply a call center service to plural companies by providing a call to an IP phone of a selected consultant. An IP based switch(110) processes and distributes a call from the outside, and a CTI(Computer and Telephony Integration) server(130) stores the registration information of a consultant who is registered through grouping for each provider, and selects a consultant, who is supposed to connect a call from the outside, according to registration information. The IP based switch transmits the call to an IP phone of the selected consultant.

Description

System and Method for providing IP Centrex based call center service, Method for preparing the service

The present invention relates to an IP Centrex service, and more particularly, to a system and method for providing call center services to a plurality of enterprises based on IP Centrex, and a method for preparing an IP Centrex-based call center service.

In recent years, with the widespread use of the Internet, various services such as data transmission and information exchange through the Internet have been used. Currently, telephone calls are made using computers connected to the Internet. Calling became available with the development of Voice over Internet Protocol (VolP) technology.

Here, VoIP technology is a technology that supports the transmission and reception of not only data but also voice using IP (Internet Protocol), which is the standard protocol on the Internet. The biggest advantage of VoIP is the telephone service by utilizing the existing IP network as it is. The integrated implementation significantly reduces the line costs associated with telephone and fax transmissions, allowing telephone users to use telephone services, particularly long distance and international calling services, on the Internet and intranet at low rates.

On the other hand, a private branch exchange (PBX) is installed in a company or building where communication demands are high, and a certain number of trunk lines are shared by all users inside, and targeted to internal users connected to the extension. As a telephone exchange system for providing telephone service through extension and trunk line, it has the advantage of reducing the cost of assigning a general telephone line to all employees of the company.

Recently, an IP-based private exchange, namely, IP-PBX, which consists of an on-premises switching system using an IP network, has been used, which is easy to maintain and easily apply additional services as the management of the on-premises switching network is integrated with existing data networks. In addition, it is possible to provide the above-mentioned Internet telephony service by replacing an extension telephone connected to the local exchange with an IP phone capable of VoIP.

However, due to the burden of manpower and costs in managing and operating expensive IP-PBX equipment in the enterprise, the necessity of reducing the cost of telecommunication service, and various IP-based additional functions, separate equipment in the enterprise is required. The IP Centrex service, which can provide various types of Internet telephony services without any attention, is drawing attention. IP Centx service refers to a service in which a remote service provider provides an IP private exchange (IP-PBX) and applications to subscribers, and subscribers borrow and use a VoIP system. Therefore, IP-PBX-related work becomes the responsibility of the service provider, and subscribers pay the service fee to the service provider according to the telephone number and the call volume. The IP Centrex service favors IP Centrex services, especially for small and medium sized companies, because they do not have to purchase expensive IP-PBX equipment and do not have to worry about operation and maintenance.

Meanwhile, a technology for providing a call center service is CTI (Computer and Telephony integration). CTI means integrating a telephone and a computer. According to the CTI call center service, by combining a computer function with a telephone, a user can transmit and receive the current telephone service and various data information from the computer. Conventional CTI call center system is composed of a private exchange (PBX) or IP private exchange (IP-PBX) and the CTI middleware (Middleware), the CTI middleware is responsible for controlling the exchange and interworking with the computer. However, the conventional CTI middleware does not support a multi-tenant function and a function of allowing a plurality of users (entities) to provide independent services for each company. Therefore, a system that can provide call center services to a large number of companies based on IP-Centrex service has not been developed.

The technical problem to be achieved by the present invention is to provide a system and method for providing IP centers based call center services, and a method for preparing IP centers based call center services that can provide call center services to a large number of companies based on IP-Centrex services. have.

In order to solve the above technical problem, an IP CENTREX-based call center service providing system according to the present invention may include: an IP-based exchanger that processes and distributes a call received from an outside; And a computer and telephony integration (CTI) server configured to store registration information of registered agents grouped by each enterprise and to select an agent to connect the incoming call according to the registration information, wherein the IP-based exchanger is configured to include the selected agent. Characterized in that the transfer the incoming call to the IP phone of the counselor.

In addition, the registration information of the counselor includes a code of the counselor, the code of the counselor may be determined according to a predetermined code for each company.

In addition, the registration information of the counselor may be further grouped and registered for each team belonging to each company.

The system may further include a counseling management server that provides an interface for counseling work to a counselor terminal provided to the counselor, authenticates the counselor, and manages the counseling work.

The system may further include a plurality of ASP modules that provide an ASP (Application Service Provider) service for each company, and the counseling management server may connect the counselor terminal to a specific ASP module among the plurality of ASP modules. have.

In addition, the consultation management server, the consultation screen providing unit for providing an interface screen to the counselor terminal; A counselor authentication unit configured to authenticate the counselor management server and the ASP module with respect to the counselor; And an agent manager configured to register, modify, and delete the counselors, and to map each company or each counselor to an ASP service.

In addition, the counseling management server may have information mapped to each counselor and each ASP service, and may connect the counselor terminal to the specific ASP module according to the mapped information.

In addition, the system may further include a voice response server for receiving the incoming call from the IP-based exchange to send an automatic voice response.

In addition, the voice response server delivers the DTMF input according to the originating number of the incoming call or the automatically sent response to the counseling management server as a customer identifier, and the counseling management server sends information of the customer corresponding to the customer identifier. It can be delivered to the counselor terminal.

In order to solve the above other technical problem, the IP CENTREX-based call center service providing method according to the present invention includes: (a) a CTI server storing the registered information of an agent registered by grouping a call received from an external IP-based exchange for each company; Delivering to; (b) selecting, by the CTI server, a counselor to connect the incoming call according to the registration information; And (c) delivering, by the IP-based exchange, the incoming call to the IP phone of the selected counselor.

In addition, the registration information of the counselor includes a code of the counselor, the code of the counselor may be determined according to a predetermined code for each company.

In addition, the registration information of the counselor may be further grouped and registered for each team belonging to each company.

In addition, the step (a), the IP-based exchange to forward the incoming call to a voice response server that sends an automatic voice response; And transmitting, by the voice response server, the incoming call to the CTI server.

The method may further include retrieving information of a customer corresponding to the customer identifier and transmitting the received DTMF according to the originating number of the incoming call or the automatically sent response to the counselor terminal. Can be.

In order to solve the another technical problem, the IP centrex-based call center service preparation method according to the present invention comprises the steps of authenticating the agent according to the ID and password of the agent; Connecting the counselor's ID to a CTI server that stores registration information of an agent to which an ID of a counselor, a predetermined company code, and an agent's code are mapped with each other; Determining an ASP module to which the counselor connects to the counselor using ASP authentication information mapped by the counselor's code and a plurality of application service providers (ASPs); And connecting the counselor to the determined ASP module.

According to the present invention, a CTI server, which stores registration information of registered agents grouped by each company, selects an agent to connect to an incoming call according to the registration information, and the IP-based exchange is selected to the IP phone of the selected agent. By passing the incoming call, it is possible to provide call center services to a large number of companies based on IP-Centrex service.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. In the following description and the accompanying drawings, the substantially identical components are represented by the same reference numerals, and thus redundant description will be omitted. In addition, in the following description of the present invention, if it is determined that a detailed description of a related known function or configuration may unnecessarily obscure the subject matter of the present invention, the detailed description thereof will be omitted.

1 is an overall configuration diagram of an IP CENTREX-based call center system according to an embodiment of the present invention.

Referring to FIG. 1, the IP Centrex-based call center system according to the present embodiment includes an IP-based exchange 110, an interactive voice response (IVR) server 120, a computer and telephony integration (CTI) server 130, It includes a consultation management server 140, a plurality of ASP (Application Service Provider) modules (151 to 154). The IP-based exchange 110 and the consultation management server 140 are connected to the Internet network, and the Internet network is connected to the IP phone 161 outside the IP CENTREX-based call center system, and connects the PSTN network (not shown) and the Internet network. It is connected to the PSTN phone 162 through the gateway 170 to connect. In addition, the Internet network is connected to a number of companies (Enterprises A, B, and C) provided with the IP Centx based call center service according to the present embodiment, and each company operates a call center independently with a plurality of counselors. In FIG. 1, four ASP modules and three companies are illustrated for convenience, but the number of ASP modules and companies may be greater than this.

According to the present embodiment, the IP CENTREX-based call center system provides IP CENTREX services and independent call center services based on the same to a plurality of companies, and further, a separate application provisioning for each company using a plurality of ASP modules. Service) Provide a service. Here, the ASP service is a service that enables a variety of informatization solutions using a network infrastructure without introducing expensive hardware and software. For example, ASP (Customer Relationship Management), enterprise resource management (CRM) Enterprise Resource Planning (ERP) and Supply Chain Management (SCM).

Hereinafter, with reference to FIG. 2, each component and operation of the IP CENTREX-based call center system shown in FIG. 1 will be described. FIG. 2 illustrates only an IP phone 181 and an agent terminal 182 provided to any counselor in a call center existing in any one of companies for convenience of description in the configuration diagram shown in FIG. 1. Hereinafter, the term 'company' refers to any one of companies A to C shown in FIG. 1. The counselor terminal 182 is a device for assisting a counseling task of a counselor, and may be in various forms such as a personal computer (PC), a workstation, a laptop, a personal digital assistant (PDA). The counselor terminal 182 is provided with a softphone, which is a software-based Internet telephone.

The corporate customer attempts to make a call using the IP phone 161 or the PSTN telephone 162 when he / she wants to use the corporate call center service. At this time, the customer may call a phone number that is already set for each company, attempt to connect with the company he wants, or select a desired company in response to the automatic voice response of the voice response server 120 described later.

When the customer attempts to make a call, the IP-based exchange 110 receives the incoming call, processes it, and distributes the call to the appropriate destination, that is, the IP phone of the appropriate agent and the softphone embedded in the agent terminal. do. In addition, the IP-based exchange 110 may provide a function such as an internal call, a conference call, a call reservation in an enterprise.

The voice response server 120 receives an incoming call from the IP-based exchange 110 and transmits an automatic voice response. For example, a message is sent to select a company to which the customer wants to connect, to enter a customer's identifier such as a customer's social security number, or to request a list of services and to select a desired service.

The CTI server 130 stores registration information of registered counselors grouped by each company, and selects a counselor to connect a call sent to the IP-based exchange 110 according to the registration information. Registration information of the counselor stored in the CTI server 130 will be described later. In addition, the CTI server 130 is in charge of interworking with the IP-based exchange 110 and the consultation management server 140 or the agent terminal 182, which will be described later, and further, broadcast a specific message to the counselors, or between the agent and the customer. Listen to the contents of the call, connect the agent and the manager who manages them, or the status of the agent, for example, the counseling preparation state, the counseling state, the rest state, the counseling history recording state, etc., the IP phone 181 or the agent terminal 182 Can be changed according to the status of), and a log can be stored.

The counseling management server 140 provides the counselor terminal 182 with an interface screen for assisting the counseling work of the counselor and various kinds of information necessary for counseling, and the counselor accesses the counseling management server 140 through the counselor terminal 182. When you want to do the authentication of the counselor, and manages the counseling work of the counselor. In addition, the counselor terminal 182 is connected to a specific ASP module among the ASP modules 151 to 154 described later.

The ASP modules 151 to 154 are modules that provide ASP services for each company, and may be, for example, ERP servers, CRM servers, and SCM servers.

Hereinafter, an operation of each component shown in FIG. 2 will be described in more detail with reference to FIG. 3, which shows an embodiment of a call flow diagram between the components shown in FIG. 2. In the embodiment described in FIG. 3, it is assumed that the ASP module 151 has detailed customer information.

First, when a customer wants to make a call using the IP phone 161 or the PSTN phone 162, the call is transferred to the IP-based exchange 110 (step 311), and the IP-based exchange 110 receives the call. The voice response server 120 transfers the data to the voice response server 120 (step 313).

The voice response server 120 requests the customer's identifier such as the customer's social security number, etc., and the selection of the company that the customer wants to consult with via the IP-based exchange 110 (step 315).

When the customer responds to the request using the button of the telephone at the request of the voice response server 120, the corresponding dual tone multi-frequency (DTMF) tone is transmitted to the voice response server 120 (317). step).

However, if the customer has already made a phone call to a company-specific phone number, the company the customer wants to consult is specific, so the process of requesting and responding to the choice of the company to consult with may be omitted. If is used as the identifier of the customer, since the caller ID can be used to specify the customer, the procedure for requesting and responding to the identifier of the customer such as the customer's social security number may also be omitted. Hereinafter, the identifier of the customer and the company information that the customer wants to consult will be referred to as customer input information for convenience.

The voice response server 120 transmits the customer input information to the CTI server 130 (step 319).

The CTI server 130 uses the company information that the customer wants to consult with the customer input information and the registered information of the agent that is registered and grouped by each company that is already stored. Select (step 321). At this time, since the CTI server 130 knows the counseling status information of the counselors, the counselors select a counselor to connect the call among counselors who are not currently counseling among counselors of the corresponding company.

The CTI server 130 transmits the selected agent information to the IP-based exchange 110 (323).

The IP-based exchange 110 connects the customer to the counselor by transferring the call to the soft phone of the IP phone 181 and the counselor terminal 182 of the selected counselor (step 325).

Meanwhile, the CTI server 130 transmits the customer input information and the selected agent information to the counseling management server 140 (step 327), and the counseling management server 140 transmits the identifier of the customer among the customer input information to the ASP module 151. (Step 329). The ASP module 151 retrieves the detailed information of the corresponding customer according to the delivered customer identifier and transmits the detailed customer information to the consultation management server 140 (step 331).

The consultation management server 140 transmits the customer detailed information received from the ASP module 151 to the counselor terminal 182 of the selected counselor (step 333). Then, detailed information of the customer is displayed on the interface screen of the counselor terminal 182, and the counselor can perform detailed consultation with the connected customer in step 325.

Hereinafter, the registration information of the counselor stored in the CTI server 130 will be described. As described above, in order to provide call center services to a plurality of companies in the IP CENTREX-based call center system, the CTI server 130 stores registration information of registered counselors grouped by company. Specifically, codes are already determined for each company, and the registration information of the counselor includes the code of the counselor, and the counselors can be grouped by the company by having the code of the counselor include the code of the company. Furthermore, even within the same company, the counselor can be divided into teams to define codes for each team, and the counselor's code can be further grouped by team by including the team's code. In this way, the agent is further grouped by each team belonging to the company, and when selecting an agent from the CTI server 130, the agent can be selected by reflecting the requirements of the customer or the role of the agent for each team.

4A and 4B are conceptual views of an agent code system according to an embodiment of the present invention. As shown in FIG. 4A, the corporate code is set to 100, 200, etc., the team code is set to 101, 102, 201, 202, etc., and the counselor code is set to include the company code and the team code. With this structure, as shown in FIG. 4B, the first three digits of the agent code are used to identify a company, the next three digits are used to identify a team, and the last two digits are used to identify the agent at the company and the team. You can show code to do this. FIG. 5 is a table showing registration information of counselors registered according to the counselor code system shown in FIG. 4. When a manager or an agent who manages agents registers an agent in the CTI server 130, the agent information is assigned to the CTI server 130 according to the company code and the team code as shown in FIG. 5, and the agent information is stored in the CTI server 130. Done. The CTI server 130 is an agent belonging to a company that a customer wants to consult among a plurality of companies that subscribe to the service using the company information obtained from the voice response server 120 and the agent registration information grouped for each company as described above. Can be selected as the agent to connect the call in the IP-based exchange (110).

FIG. 6 is a table that maps enterprise, enterprise and team codes, agent codes, and agent IDs subscribed to an IP CENTREX-based call center service. In order to start a counseling service, a counselor must access the counseling management server 140 through his counselor terminal 182. In order to access the consultation management server 140, each counselor must have a login ID. Therefore, when generating the ID of the counselor, as shown in FIG. 6, the ID of the counselor and the agent code are mapped and registered in the CTI server 130.

Furthermore, according to the above-described counselor code system, since the company and the team belong to the team from the counselor code, the database including the agent information may be more efficiently managed and operated. If the agent code is generated irrespective of the company and the team, the company and the team must be registered for every agent when registering the agent information. However, according to the above-described agent code system, since the company code and the team can be known only by the agent code, efficient database management is possible. When generating statistics related to counseling in the CTI server 130, statistics can be easily generated for each team by company. It becomes possible.

FIG. 7 is a diagram illustrating a specific embodiment of the consultation management server 140 illustrated in FIG. 2. Referring to FIG. 7, the counseling management server 140 according to the present exemplary embodiment includes a counseling screen providing unit 141, an agent authenticating unit 142, an agent managing unit 143, and a database 144. 144 stores company information 145, counselor ID authentication information 146, ASP authentication information 147, ASP information 148 for each company, and the like.

The counseling screen providing unit 141 provides an interface screen to the counselor terminal 182 so that the counselor inputs counseling-related contents or acquires counseling-related information. The counselor authentication unit 142 performs authentication of the counselor when the counselor tries to access the counseling management server 140 through the counselor terminal 182 and the authentication of the counselor when the counselor wants to access the ASP module. The agent manager 143 performs a function of managing an agent such as registration, modification and deletion of an agent to the CTI server 130, mapping of each company or each agent to an ASP service.

The company information 145 is information about companies that have subscribed to the Centrex-based call center service. For example, the company code, company name, team name and team code of each company may correspond. The agent ID authentication information 146 is information for authentication when an agent, such as a counselor ID and a password or certificate matching the agent ID, accesses the counseling management server 140. The ASP authentication information 147 is information for performing authentication when an agent belonging to an enterprise subscribed to the ASP service accesses the corresponding ASP module. ASP information by company is information representing a list of ASP services subscribed to each company. Although not shown in FIG. 7, the same agent registration information as the agent registration information stored in the CTI server 130 may be stored in the database 144.

In order to use the ASP service provided to the company to which the counselor belongs, the counselor first accesses the consultation management server 140 using his login ID. The counselor usually has an ASP service that he or she should use. Therefore, in the present exemplary embodiment, the ASP service determined for each counselor and the authentication information of the corresponding ASP may be mapped and stored in the ASP authentication information. 8 is a table showing an example of ASP authentication information according to an embodiment of the present invention. Referring to FIG. 8, for each counselor code, an ASP service, an authentication ID and a password for accessing a corresponding ASP service, and access URL information for accessing a corresponding ASP service are mapped and stored. As such, the authentication information for accessing the ASP service for each agent is stored in the counseling management server, and when the authentication of the counseling management server 140 is completed, the counselor authentication unit 142 uses a manual authentication procedure using such authentication information. You can automatically authenticate and access the ASP service assigned to the agent. When the authentication and access to the ASP service is completed, the information for the corresponding ASP service is transferred from the ASP module to the counselor terminal 182 through the consultation management server.

FIG. 9 is a flowchart illustrating an embodiment of a method for preparing a counselor in an IP CENTREX-based call center system shown in FIG. 2.

When the counselor inputs the counselor ID and the password at the counselor terminal 182 (step 910), the counseling management server 140 attempts to authenticate the counselor using the counselor ID authentication information 146. If authentication fails, an authentication failure message is output (step 915). If authentication is successful, the process proceeds to step 930 and is connected to the consultation management server 140. The counseling management server 140 extracts an agent code of an agent mapped to the ID of the counselor and attempts to access the CTI server 130 using this (step 940). The CTI server 130 checks whether the agent code is valid (step 950). If the counselor code is invalid, the process proceeds to step 915, and if valid, the process proceeds to step 920.

When the connection to the CTI server is completed, the consultation management server 140 determines the ASP service corresponding to the counselor using the ASP authentication information 147 (step 980). In addition, the consultation management server 140 attempts to authenticate the ASP module corresponding to the determined ASP service using the ASP authentication information 147 (step 980). If the authentication fails, the process proceeds to step 915, and if the authentication succeeds, it is connected to the ASP module (step 990). This completes the preparation of the counselor's work, the counselor starts the consultation (step 995).

Meanwhile, the above-described embodiments of the present invention can be written as a program that can be executed in a computer, and can be implemented in a general-purpose digital computer that operates the program using a computer-readable recording medium. The computer-readable recording medium may be a magnetic storage medium (for example, a ROM, a floppy disk, a hard disk, etc.), an optical reading medium (for example, a CD-ROM, DVD, etc.) and a carrier wave (for example, the Internet). Storage medium).

So far I looked at the center of the preferred embodiment for the present invention. Those skilled in the art will appreciate that the present invention can be implemented in a modified form without departing from the essential features of the present invention. Therefore, the disclosed embodiments should be considered in descriptive sense only and not for purposes of limitation. The scope of the present invention is shown in the claims rather than the foregoing description, and all differences within the scope will be construed as being included in the present invention.

1 is an overall configuration diagram of an IP CENTREX-based call center system according to an embodiment of the present invention.

FIG. 2 is a diagram illustrating only an IP phone and an agent terminal provided to an arbitrary counselor of a call center existing in any one of the companies in the configuration diagram shown in FIG. 1.

FIG. 3 shows one embodiment of a call flow diagram between each component shown in FIG. 2.

4A and 4B are conceptual diagrams of an agent code system according to an embodiment of the present invention.

FIG. 5 is a table showing registration information of counselors registered according to the counselor code system of FIG. 4.

FIG. 6 is a table that maps enterprise, enterprise and team codes, agent codes, and agent IDs subscribed to an IP CENTREX-based call center service.

FIG. 7 is a diagram illustrating a specific embodiment of the consultation management server illustrated in FIG. 2.

8 is a table illustrating an example of ASP authentication information according to an embodiment of the present invention.

FIG. 9 is a flowchart illustrating an embodiment of a method for preparing a counselor in an IP CENTREX-based call center system shown in FIG. 2.

Claims (15)

An IP-based exchange that processes and distributes calls from outside; And It stores the registration information of registered agents grouped by each company, and includes a computer and telephony integration (CTI) server for selecting an agent to connect the incoming call according to the registration information, Wherein the IP-based exchange transfers the incoming call to the IP phone of the selected counselor. The method of claim 1, The registration information of the counselor includes an agent's code, and the agent's code is determined according to a predetermined code for each company, wherein the IP Centx-based call center service providing system is provided. The method of claim 1, The registration information of the counselor is an IP CENTREX-based call center service providing system, characterized in that the registration is further grouped for each team belonging to each company. The method of claim 1, An IP Centrex based call center service providing system, further comprising: a counseling management server providing an interface for counseling work to an agent terminal provided to the counselor, performing authentication of the counselor, and managing counseling work. The method of claim 4, wherein It further includes a plurality of ASP modules that provide ASP (Application Service Provider) services for each company, And the counseling management server connects the counselor terminal to a specific ASP module among the plurality of ASP modules. The method of claim 5, The consultation management server, A consultation screen providing unit for providing an interface screen to the counselor terminal; A counselor authentication unit configured to authenticate the counselor management server and the ASP module with respect to the counselor; And And an agent management unit for registering, modifying and deleting the agent, and mapping each company or each agent with the ASP service. The method of claim 5, The counseling management server has information mapped to each counselor and each ASP service, and connects the counselor terminal to the specific ASP module according to the mapped information. The method according to any one of claims 4 to 7, And a voice response server receiving the incoming call from the IP-based exchange and transmitting an automatic voice response. The method of claim 8, The voice response server transmits a DTMF input according to the originating number of the incoming call or the automatically sent response to the counseling management server as a customer identifier, and the counseling management server sends information of a customer corresponding to the customer identifier to the counselor. IP Centx-based call center service providing system, characterized in that delivered to the terminal. (a) transmitting, by the IP-based exchange, a call received from the outside to a CTI server which stores registration information of registered counselors grouped by each company; (b) selecting, by the CTI server, a counselor to connect the incoming call according to the registration information; And and (c) delivering, by the IP-based exchange, the incoming call to the IP phone of the selected counselor. The method of claim 10, The registration information of the counselor includes an agent's code, and the code of the agent is determined according to a predetermined code for each company. The method of claim 10, The registration information of the counselor is an IP CENTREX-based call center service providing system, characterized in that the registration is further grouped for each team belonging to each company. The method of claim 10, In step (a), Forwarding, by the IP-based exchange, the incoming call to a voice response server that sends an automatic voice response; And And transmitting, by the voice answering server, the incoming call to the CTI server. The method of claim 13, The method may further include retrieving the information of the customer corresponding to the customer identifier and transmitting the DTMF input according to the originating number of the incoming call or the automatically sent answer to the counselor terminal. How to provide CENTREX-based call center services. Authenticating the counselor in accordance with a counselor's ID and password; Connecting the counselor's ID to a CTI server that stores registration information of an agent to which an ID of a counselor, a predetermined company code, and an agent's code are mapped with each other; Determining an ASP module to which the counselor connects to the counselor using ASP authentication information mapped by the counselor's code and a plurality of application service providers (ASPs); And And connecting the counselor to the determined ASP module.

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