KR100368596B1 - Method for decision call response signal of UnPBX and apparatus thereof - Google Patents

Abstract

The present invention has a separate firmware including an algorithm for analyzing call response signals in the system of UnPBX, and automatically dials out under CTI application environment, and then connects to the telemarketer only for valid response signals, thereby improving work efficiency of the call center. A method for determining an analog answering signal of an Unp.b.x system and a device for increasing the number, comprising: a dial performing step of simultaneously dialing any number of terminals in a call center; Detecting a tone signal returning after dialing; Comparing the ring tone signal according to the detected tone signal with a ring back tone signal; Determining whether a call is answered and the type of response in the case of a ringback tone signal; Comparing the next ringback tone signal based on the ring interval of the response signal to the call and processing a state in which the call is connected when the length of the ringback tone is shorter than the ring interval and the cadence is broken; Processing a call to be connected when a sound is continued immediately after the cadence of the ringback tone is broken after the ringback tone is detected in the response signal for the call; After the ringback tone is detected, if the silent state continues for a predetermined time, it is processed as a non-response, and since the firmware of a function of analyzing a call response signal is provided inside the computer linked with the UnPBX system, the terminal automatically dials and responds to the valid terminal. Only by connecting the counselor has the effect of increasing the work efficiency of the call center.

Description

Method for determining analog call response signal of Unp.b.X system and its device {Method for decision call response signal of UnPBX and apparatus Julia}

The present invention relates to call answering signal processing of UnPBX (Un Private Branch Exchange) system, and more particularly, by using an analog trunk board to grasp the exact status of the called party during dialing out, it is possible to accurately determine only the answering call. The present invention relates to a method for determining an analog call response signal of an Unp.b.x system that can improve work efficiency by connecting an agent to the terminal by applying an algorithm.

UnPBX system is a system that provides various and quick service by integrating exchange and computer interworking technology, digital voice processing technology, fax image processing technology, digital switching technology, etc. in PC and is called Call-center. A solution is a device sold to a customer.

The UnPBX system includes a trunk line interface unit that receives a trunk line from a public switched network, a telephone interface unit that serves the trunk line to general telephone subscribers, and a LAN interface unit for providing communication services to clients connected to the LAN.

With the recent introduction of computer-telephony integration (CTI) technology, the issue of ensuring the intelligence of outbound (host data flows from host to terminal) telemarketing applications is the problem of switching between the analog trunk line and the VMS ( As it relies on Voice Messaging System) technology, development is required.

In particular, the conventional technique has difficulty in implementing an algorithm for call progress because it is impossible to accurately determine the tone component returned from the CO line when dialing out, and it is difficult to accurately determine whether a desired called party responds to an originating call. .

Therefore, the present invention is equipped with a separate firmware including an algorithm that analyzes the call response signal in the system of the UnPBX, and automatically dials out under the CTI application environment, and then connects to the telemarketer only for the valid response signal to the call center. The purpose of the present invention is to provide a method and apparatus for determining analog response signal of an Unp.b.x system that increases efficiency.

1 is a block diagram of an analog call response determining apparatus for implementing the present invention;

2 is a flowchart illustrating a method for determining analog call response according to an embodiment of the present invention.

Explanation of symbols on the main parts of the drawings

10: Computer 11: Windows

12: application 20: firmware (Firmware)

30: exchanger

As a technical means for achieving the above object, the method of the present invention comprises the steps of: dialing a number by simultaneously dialing any number of terminals in a call center; Detecting a tone signal returning after dialing; Comparing the ring tone signal according to the detected tone signal with a ring back tone signal; Determining whether a call is answered and the type of response in the case of a ringback tone signal; Comparing the next ringback tone signal based on the ring interval of the response signal to the call and processing a state in which the call is connected when the length of the ringback tone is shorter than the ring interval and the cadence is broken; Processing a call to be connected when a sound is continued immediately after the cadence of the ringback tone is broken after the ringback tone is detected in the response signal for the call; If the silent state continues for a predetermined time after the ringback tone detection, there is a feature consisting of a non-responsive process.

At this time, in the step of detecting the tone signal coming back after the dialing, if it is not the ringback tone signal transmitted from the telephone, that is, busy tone (Busy Tone), fax tone (Fax Tone), pager tone (Pager Tone), no signal If the case is characterized in that it further comprises the step of returning to interrupt the call.

In addition, the analog call response signal determination device of the UnP.B.X system according to the present invention for achieving the above object, the CO line interface unit for receiving the CO line from the public switched network and the CO line to service the general telephone subscribers A frequency interface and cadence of a tone for a call applied through each of the interface units, which is installed as firmware in an UF B system comprising a telephone interface unit and a LAN interface unit for providing a communication service to clients connected by the LAN. Detects the component (on / off time of the sound), and discriminates the sound and the silence of the voice and tone according to the detected frequency component and the cadence component of the tone to determine the frequency component and the cadence component of the tone for the applied call. It is characterized by the analysis.

Hereinafter, with reference to the accompanying drawings will be described an embodiment of the present invention in more detail.

1 is a block diagram of an analog call response determination apparatus for implementing the present invention, Figure 2 is a flow chart related to the analog call response determination method according to an embodiment of the present invention.

As shown in FIG. 1, the analog call response signal determining apparatus according to the present invention transmits a call response signal outbound in the computer 10 to the application program 12 on the Windows 11 operating system, and an interface (not shown). For the call analysis applied through), the analysis process for defining and setting the reference value for the frequency component and the cadence component level for the tone may be implemented by the firmware 20 configured as a separate chip. In the figure, a switch 30 is connected to the computer 10 to perform a switching operation to a terminal.

The frequency component and cadence component and response count level for each tone are then defined in firmware 20 and application 12 for call analysis, and each tone is registered in a tone template and frequency setting The value is registered in the DSP (Digital Signal Processor).

The values for the remaining signals are registered at a higher service level so that the application program level service routine determines the registered tone ID of the frequency level delivered from the DSP and the on / off time of the tone delivered at the firmware level.

Referring to Figure 2 the operation of the present invention configured as described above is as follows.

First, before analyzing the call response signal, outbound (ie, dial-out) is simultaneously performed to any number of terminals in a call center (S10).

When dialing is made, a return tone signal is detected (S20), and a comparison is made to determine whether a ring back tone signal is received according to the detected tone signal (S30).

If it is determined that the signal returned from S30 is Busy Tone (S41), Fax Tone (S42), Pager Tone (S43), and No Signal (S44), connection with an agent Since this is unnecessary, the call is returned to stop or dial after a certain time.

If the signal returned from S30 is a ringback tone signal (S50), it is determined whether the call is answered and the type of response to ensure connection with the counselor (S51).

In S51, if the length of the ringback tone is shorter than the ring interval, the next ringback tone signal is compared based on the ring interval of the response signal to the call, and the cadence is broken and the call is connected (CONT_CAD) (S52).

It is assumed that a call is made and the other party picks up the phone to answer the call, so that even if it is silent, it is treated as a response and thus a connection is made to the telemarketing agent.

On the other hand, if the sound is continued immediately after the ringback tone is detected in the response signal for the call in S51 and the cadence for the ringback tone is broken (CONT_VOICE) (S53).

This means that the user responds to all sounds including noise, such as human voice, and is connected to the telemarketing counselor.

If the silent state continues until a predetermined time after the ringback tone is detected in S51 (S54), the user is absent and the connection with the counselor is not made.

The present invention is not limited to the above-described specific preferred embodiments, and various modifications can be made by those skilled in the art without departing from the gist of the present invention described in the claims. Of course, such a change is of course within the scope of the present invention.

As described above, according to the present invention, since the firmware of the function of analyzing the call response signal is provided in the computer interworking with the UnPBX system, the agent automatically dials and connects the counselor only to the valid terminals that are answered. There is an effect to increase.

Claims (3)

Performing dialing by simultaneously dialing any number of terminals in a call center; Detecting a tone signal returning after dialing; Comparing the ring tone signal according to the detected tone signal with a ring back tone signal; Determining whether a call is answered and the type of response in the case of a ringback tone signal; Comparing the next ringback tone signal based on the ring interval of the response signal to the call and processing a state in which the call is connected when the length of the ringback tone is shorter than the ring interval and the cadence is broken; Processing a call to be connected when a sound is continued immediately after the cadence of the ringback tone is broken after the ringback tone is detected in the response signal for the call; Method for determining the analog response signal of the UnPBX system, characterized in that the step of processing unresponsive if the silent state continues until a predetermined time after the detection of the ringback tone. The method of claim 1, wherein in the step of detecting a tone signal returning after dialing: If it is not a ringback tone signal sent out from the telephone, that is, Busy Tone, Fax Tone, Fax Tone, Pager Tone, No Signal, etc. A method of determining analog call response signals of an UnP.B.X system. The B.B.X system consists of a CO line interface unit that receives a CO line from a public switched network, a phone interface unit that serves the CO line to general telephone subscribers, and a LAN interface unit that provides communication services to clients connected by LAN. Installed on the firmware, The frequency component of the tone and the cadence component (on / off time of the tone) are detected for the call applied through each interface unit, and the sound and tone of the voice and tone are silenced and muted according to the detected frequency component and the cadence component of the tone. And determining and analyzing the frequency component and the cadence component of the tone for the applied call.