KR100375687B1 - Computer telephony intergration system and control method of the same - Google Patents

Abstract

The present invention relates to a computer telephone integrated system and a control method thereof. The computer telephone integrated system disclosed herein includes a plurality of counselor terminals having a novel telephone control apparatus and an agent telephone connected to the telephone control apparatus. In addition, a switch that receives a call from a customer and performs a switching operation, provides a voice service for a call transmitted from the switch connected to the switch, and provides a call transfer function, a message recording function, and a counseling reservation function to an agent terminal upon request of an agent. The IVR server, and the CTI server and computer telephone integration system, which controls all the devices operating in the system as the main control unit of the computer telephone integration system and processes the data according to the commands and the command results for these devices. And a database server for storing information and storing statistics on various data and monitoring information on counselor terminals. Therefore, it is possible to monitor call processing and counselor's status without being dependent on the exchange model, thus reducing the cost and easy management of the computer telephone integrated system.

Description

COMPUTER TELEPHONE INTEGRATION SYSTEM AND CONTROL METHOD OF THE SAME

The present invention relates to a computer telephone integrated system, and more particularly to a computer telephone integrated system comprising a terminal having an automatic switching function and a control method thereof.

In many areas of society, for example, banks, insurance, securities or distribution companies are in fierce competition for customer service. In addition, for the convenience of services and accurate resource management for customers, various operation methods and computer systems supporting them are being introduced.

In the meantime, support for call centers, customer satisfaction centers, etc., which are the top contact points for customers, is accelerating the introduction of computer telephone integrated systems. Using the telephone network on demand, it is possible not only to handle calls, but also to support a variety of tasks to provide quality services to customers starting from the telephone.

Therefore, related companies in each social field have reached the stage of developing or introducing solutions for computer-telephone integrated systems competitively to meet the growing market demands.

In this situation, various problems have been derived from the conventional computer telephone integrated system. In other words, in order to establish the environment of computer telephony integrated system, private exchange, which is a system where customers are faced with the front-end, and solution packages of subordinate computer telephony integrated systems for each exchange type are needed. Building a computer-telephone integrated system using a foreign exchange with a recognized reputation can be enormous. In addition, there is a problem of a lack of compatibility to replace the exchanges that have been well used to introduce a specific computer telephone integrated system solution. And even if you build a computer telephony integration system at such a high cost, it is not possible to modify the software or hardware that is used for general purposes to meet the specific requirements of the user (ie, the adopter). Since there are many restrictions, it is accompanied by inconvenience that the user's needs are not fully reflected. In particular, in the case of the solution of the computer telephone integrated system of foreign companies, there are many parts that do not match the situation of our country in operation.

In addition, despite the above-mentioned problems, the user has to build such a computer telephone integrated system in response to the trend of the times, which raises the doubt about the actual cost-effectiveness.

SUMMARY OF THE INVENTION An object of the present invention is to solve the above problems, and to provide a computer telephone integrated system for monitoring call processing and counselors without being dependent on an exchange model.

Another object of the present invention is to solve the above-mentioned problems, and to implement a control method of a computer-telephone integrated system for monitoring call processing and counselors without being dependent on an exchange model.

1 is a block diagram showing the configuration of a computer integrated telephone system according to the present invention;

2 is a block diagram showing the configuration of a counselor terminal shown in FIG. 1;

3 is a flowchart illustrating an operation procedure according to counselor login / logout of a counselor terminal according to the present invention;

4 is a flowchart showing an operation procedure according to counselor seating / seating of the counselor terminal according to the present invention;

Fig. 5 is a flowchart showing the operation procedure when a telephone call is made from a customer of the computer telephone integrated system according to the present invention;

6 is a flowchart illustrating a procedure for preview dialing of a computer integrated telephone system according to the present invention;

7 is a flowchart illustrating an operation procedure when a counselor according to the present invention transfers a call to another counselor;

8 is a flowchart showing a general dialing procedure of the computer telephone integrated system according to the present invention; And

9 is a flowchart illustrating a procedure for receiving and processing various password information from a customer of a computer-telephone integrated system according to the present invention.

Explanation of symbols on the main parts of the drawings

10: customer telephone 20: switchboard

30: IVR server 40: CTI server

50: DB server 60 ~ 80: agent terminal

90 to 110: agent telephone 120: telephone control device

130: storage device 132: CTI application

134: drive driver 136: drive library

According to one aspect of the present invention for achieving the above object, a computer telephone integrated system comprising: an exchange receiving a call signal from a telephone of an external customer via a communication network; Network; A plurality of computer terminals provided in a plurality of counselors connected to the network; A counselor telephone connected to the switch and an extension and connected to the computer terminal; A database server for storing the customer information and information according to the state of the computer terminal; An IVR server connected directly to the exchange and providing service information for a call transferred from the exchange; A CTI server connected to the computer terminal via the network; The computer terminal includes a telephone control device interoperating with the CTI server, monitors the state of the counselor telephone through the telephone control device, and provides the monitoring information to the CTI server through the network.

In a preferred embodiment of this aspect, the computer terminal; A telephone control device which transmits the information according to the state of the counselor telephone to the CTI server, receives and processes the instructions transmitted from the CTI server; And a program for driving the telephone control device and controlling the operation.

In this embodiment, the program; A CTI application program for controlling the telephone control device, a drive driver for driving the telephone control device, and a drive library defining functions according to the operation of the telephone control device from the CTI application program.

According to another aspect of the present invention for achieving the above object, a control method of a computer telephone integrated system comprising the steps of: accepting login information of a counselor; Transmitting the login information from the upper circle terminal to the CTI server; Determining, by the CTI server, login information using the DB server; As a result of the determination, if the login information is login information registered in the DB server, allowing a login to the counselor terminal; Initializing the logged-in counselor terminal; And transmitting the monitoring information on the state of the counselor phone to the CTI server to monitor the state of the counselor from the counselor terminal.

In a preferred embodiment of this feature, if the login information is not registered in the DB server, further comprising the step of transmitting an error message that authentication failed to the counselor terminal.

In a preferred embodiment of this aspect, the monitoring step comprises: When the message according to the seating / sitting state is transmitted from / to the counselor terminal to the CTI server, the CTI server determining whether a counselor is in a seating state; If the counselor is in the seatless state, the CTI server sets the counselor's phone to the "in call" state; Storing the time of departure of the counselor; Determining whether the counselor is in a seated state; Storing a seating time of the counselor if the seating state is determined as the result of the determination; Calculating a total seat time of a counselor using the seat and sitting times; Storing the information on the total seat time in the information of the counselor; Releasing the seated counselor phone from the " in call " state to monitor the seat or seating status of the counselor.

In a preferred embodiment of this aspect, the monitoring step comprises: When the call comes from the customer, the exchange accepts; Routing from the exchange to the IVR server; Determining whether the customer wants to connect with a counselor; Requesting a counselor from the IVR server to the CTI server when the customer requests a counselor as a result of the determination; Determining, by the CTI server, a state of a counselor to determine whether there is a counselor available; Transmitting the extension number of the counselor to the IVR server when there is a counselor who can consult the result of the determination; The CTI server setting the counselor to a "reserving" state, and the IVR server is assigned the counselor who is in the reservation to perform a call transfer; And connecting the customer's call to the extension number of the corresponding counselor who has been assigned to the customer.

In this embodiment, the step of the customer talking to the agent; Recognizing a ring signal by the telephone control device to switch an agent's telephone from a hook on state to a hook off state; Transmitting, by the CTI server, a message that a telephone call has been received to a terminal of a corresponding counselor; The terminal of the counselor includes outputting a pop-up menu indicating that a call has come.

In this embodiment, if the determination result, there is no counselor available, the method further includes the step of transmitting a message indicating that there is no counselor available to the IVR server.

In a preferred embodiment of this aspect, the monitoring step comprises: Determining whether the counselor requires a list of telephone numbers of customers who have scheduled a consultation; As a result of the determination, when the counselor requests the telephone number list of the customer, sending a message requesting the telephone number list of the customer to the CTI server; Determining, using the DB server, whether there is a customer who has reserved a consultation; Transmitting the telephone number of the reserved customer from the CTI server to the counselor terminal if the customer has reserved the consultation as a result of the determination; The counselor's terminal includes dialing the customer's telephone number using the telephone control device.

In this embodiment, the step of making a call comprises; Determining whether the dialed customer is available for call; Analyzing the call output from the exchange as a result of the determination, and opening the line and the phone so that the customer and the counselor can make a call if the customer is in a callable state; If it is determined that the call is impossible, the customer information may be output to the counselor terminal according to the absence or the busy state.

In a preferred embodiment of this aspect, the monitoring step comprises: When the agent A needs to transfer a call to another agent B during a call with a customer, requesting the agent B waiting from the agent A's terminal to the CTI server; Determining, by the CTI server, whether the agent B is in a callable state; If the result of the determination indicates that the agent B is in a callable state, the CTI server transmitting the extension number of the agent B to the terminal of the agent A; The terminal of the agent A receiving the extension number of the agent B and performing a call transfer through the telephone control device; Transmitting, from the terminal of the counselor A, information on a customer's information and a reception screen, etc., which are in communication with the counselor A, to the CTI server; The terminal of the agent B detects a ring signal, hooks off the telephone state of the agent B through the telephone control device, and simultaneously the information and the response screen of the customer transmitted from the CTI server to the agent A's terminal. Transmitting the information to the agent B's terminal.

In this embodiment, if the agent B is not in a callable state, transmitting information on the state of the agent B to the terminal of the agent A.

In a preferred embodiment of this aspect, the monitoring step comprises: The counselor terminal performing a dialing function; Analyzing the call; Determining whether the analysis result is in a callable state and opening a line and a phone so that a customer and a counselor can call if the callable state is available; The CTI server includes storing information about a telephone number to which the counselor connects to monitor the state of the counselor.

In a preferred embodiment of this aspect, the monitoring step comprises: Providing guidance of an agent for a customer to enter a password; Outputting a password input window on a display screen of the counselor terminal; The telephone control device includes the step of accepting a DTMF signal corresponding to a password from a customer in a busy state by opening the line and turning the phone off.

(Action)

Therefore, according to the present invention, the computer integrated telephone system including the telephone control device can implement various functions such as a call transfer, an intervention function, and a conference call function without being restricted by the model of the exchange. It is also possible to automatically check the status signal generated at the exchange by a line connected to the telephone control without communication with the exchange.

(Example)

DETAILED DESCRIPTION Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

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

Referring to the drawings, the computer integrated telephone system includes new counselor terminals 60 to 80 and telephones 90 to 120 connected to the terminals 60 to 80, respectively. The computer telephone integration system includes an exchange 20, an IVR server 20, a CTI server 40 and a DB server 50. And these components 20 to 80 are connected through a mutual network (for example, LAN, WAN, etc.).

The switch 20 receives a call from the customer's telephone 10 through a public telephone network (for example, PSTN, ISDN, etc.) and transmits the call to the IVR server 30. In addition, the IVR server 30 switches to transfer a call to a counselor, or performs a switching operation on a call, such as a call transfer function, between the counselors in order to connect a counselor with a customer. The switch 20 is connected to the telephones 90 to 120 and the extension 22.

The IVR server 30 is directly connected to the switchboard 24 to provide a voice service for a call transmitted from the switchboard 20, to switch a call to a counselor terminal upon request of a counselor, to record a message, and to schedule a consultation. Function and so on.

The CTI server 40 controls all devices 20 to 120 operated in the system as a main control unit of the computer telephone integrated system, and executes commands and data for the devices 20 to 120 according to the command result. Process.

The database server 50 stores all information necessary for the computer telephone integrated system, that is, data and codes, and stores statistics on various data and monitoring information on the counselor terminals 60 to 80.

The counselor terminal 60, 70 or 80 is provided with a novel telephone control device 120, which is linked to the counselor application. Therefore, the terminal 60, 70 or 80 transmits information according to the working state (for example, seat, seating or call state, etc.), telephone state, etc. of the counselor to the CTI server 40, the CTI server 40 Processes commands from).

Therefore, by using the telephone control device 120, various functions, such as call switching, intervention function, and multi-party call function, which are available only in the exchange of the prior art, can be implemented without being limited by the model of the exchange. It is also possible to automatically check the status signal generated at the exchange by a line connected to the telephone control device without communication with the exchange.

Specifically, referring to FIG. 2, the counselor terminal 60, 70, or 80 includes components of a typical computer system, for example, a central processing unit 62, a memory 64, and a display device 66. ) And input devices 68. And a novel telephone control device 120 and a storage device 130. The storage device 130 is a CTI application 132 for controlling the operation of the telephone control device 120, a drive driver 134 for driving the telephone control device 120 and the CTI application 132 ) Stores the drive library 136 that defines the functions of the components (shown in FIG. 3) according to each function.

In addition, the phone control device 120 transmits information on a working state, a phone state, etc. of counselors by the CTI application program 132 to the CTI server 40. And the command transmitted from the CTI server 40 is processed. The telephone control device 120 is provided as an expansion card type of a computer system and uses an address method. Therefore, system failure caused by using IRQ method can be eliminated.

In addition, the phone control device 120 does not have a negative attenuation phenomenon to increase the call quality. And automatically detects all status signals generated at the exchange (e.g., during a customer call, a missed customer, a hangup or a signal input from a customer). It detects line and phone status and controls the phone line. In addition, when the customer enters the button, it detects the value and controls the value as needed. In addition, it works in conjunction with the CTI server to support additional services for the counselor's work status, for example, agent management, counseling log, counseling statistics (time, count and history, etc.).

The operation of the integrated computer telephone system according to the present invention will be described in detail using the following flowcharts.

3 to 9 show the operation procedure of the integrated computer telephone system according to the embodiment of the present invention.

3 is a flowchart illustrating an operation procedure according to counselor login / logout of a counselor terminal according to the present invention.

Referring to the drawing, when the login information (eg, ID, password, etc.) of the agent is input through the agent terminal 60, 70, or 80 in step S200, the login information input to the CTI server 40 is transmitted in step S202. do.

The CTI server 40 then determines login information using the DB server 50 in step S204. If the login information input in step S206 is the login information registered in the DB server 50, the procedure proceeds to step S208 to transmit a message indicating that authentication is successful to the terminal 60, 70 or 80 of the counselor. Subsequently, the terminal 60, 70, or 80 of the counselor logged in in step S210 is initialized. That is, if the registration is authenticated, the CTI server 40 receives the result of the successful authentication and initializes the telephone control device 120, and the CTI application program 132 of the counselor terminal 60, 70 or 80. ). Therefore, an environment setting for counseling work is made.

If the login information is not registered information in step S206, that is, authentication fails, the procedure goes to step S212 to transmit an error message to the counselor terminal 60, 70 or 80.

Therefore, after the login is completed, information on all working conditions of the agent is transmitted to the CTI server 40 through the network, and the telephone state of the agent is transmitted to the CTI server 40 through the telephone control device 120. do.

4 is a flowchart illustrating an operation procedure according to counselor seating / seating of the counselor terminal according to the present invention.

Referring to the drawing, when the message according to the counselor's seat or seating status is transmitted to the CTI server 40 in step S220, the CTI server 40 determines whether the counselor is in the seatless status in step S222. As a result of the determination, if there is no seat, this procedure proceeds to step S224, and the CTI server 40 sets the call of the counselor to the "calling" state through the telephone control apparatus. At the same time, the time of departure is stored in step S226. Therefore, at the seat time, the call of the customer is not transferred to the terminal of the corresponding agent because the call is set according to the seat status of the counselor.

In step S228, it is determined whether the counselor is in a seated state. If it is determined that the seating state is present, the procedure goes to step S230 to store the seating time of the counselor.

In step S232, the total seating time of the counselor is calculated using the seat and sitting time. That is, since "total seating time = seating time-seating time" is stored in step S234, information on the total seating time is stored in the information of the corresponding agent (that is, the table of the seating time of the counselor). The telephone of the counselor seated in step S236 is then released from the "calling" state.

Fig. 5 is a flowchart showing the operation procedure when a telephone call is made from a customer of the computer telephone integrated system according to the present invention.

Referring to the figure, when a call comes from a customer in step S240, the exchange 20 accepts it in step S242, and the received call is routed from the exchange 20 to the IVR server 30. After receiving the call in step S244, the IVR server 30 detects the ring and performs a unique function of the IVR server 30 such as inquiry and guidance of various information.

Subsequently, if it is determined in step S246 whether the customer wants to connect with the counselor and requests the customer abnormal agent, the procedure proceeds to step S248 where the IVR server 30 requests the counselor to the CTI server 40 through the network. At this time, the CTI server 40 determines the state of the counselor in step S250. In step S252, it is determined whether there is a counselor who can consult. If there is a counselor who can consult as a result of the determination, the procedure goes to step S254 to transmit the extension number of the counselor to the IVR server 30. If there is no counselor available, that is, all agents are in the "call" state, the procedure goes to step S264 to transmit a message to the IVR server 30 indicating that there is no counselor available. In this case, if there is no counselor who can consult, the agent is requested again and connected to the call of the customer. However, if there are no counselors who can consult even after several attempts, additional functions such as terminating or reserving a service may be performed.

If there is a counselor who can continue to consult, the CTI server 40 sets the counselor to " reserving " state in step S256. Therefore, this counselor is excluded at the next counselor's request. In step S258, the IVR server 30 receives a counselor, performs a call transfer, and connects the customer's call to the extension number of the corresponding counselor.

In step S260, the phone control device 120 recognizes the ring signal to switch the telephone of the counselor from the hook on state to the hook off state. At this time, in step S262, the CTI server 40 transmits a message that a call has been sent to the terminal of the counselor and informs the terminal of the counselor. At this time, the counselor's terminal displays a pop-up menu indicating that the call is received by the CTI application 132.

6 is a flowchart illustrating an operation procedure for preview dialing of the integrated computer telephone system according to the present invention. Here, preview dialing means that the counselor does not arbitrarily call, but the counselor's terminal receives the customer's data from the CTI server 40 to perform an outbound call service.

Referring to the figure, it is determined in step S270 whether the counselor requests a list of telephone numbers of customers who have reserved a consultation. As a result of the determination, when the counselor requests the telephone number list of the customer in step S272, a message for requesting the telephone number list of the customer is transmitted to the CTI server 40 via the network. In operation S274, the CTI server 40 determines whether there is a customer who has reserved a consultation using the DB server 50.

As a result of the determination, if there is a customer who has reserved a consultation, the procedure proceeds to step S276 to transmit the telephone number of the customer who has reserved the consultation terminal from the CTI server 40 to the counselor terminal through the network. If there is no reserved customer, the information is transmitted to the terminal.

Subsequently, in step S278, the terminal of the counselor dials the telephone number of the customer by using the telephone control device 120. At this time, it is determined whether the call is possible in step S280, and the flow proceeds to step S282 or step S284 according to the determination result. That is, through the signal output from the switch 20, call analysis such as whether the customer is absent, busy or connection success is performed. As a result, if the call is available, the line and the phone are opened so that the customer and the agent can talk in step S282. If the call is impossible, the customer's state is displayed on the counselor terminal according to the missed or busy state. .

7 is a flowchart illustrating an operation procedure when the agent A in a call transfers a call of a customer to another agent B according to the present invention.

Referring to the drawing, in the case where agent A needs to transfer a call to another agent B during a call with a customer in step S290, the process proceeds to step S292 to check the waiting agent B from the agent A's terminal to the CTI server 40. Require. In step S294, the CTI server 40 determines whether the counselor B is in a callable state. As a result of the determination, if the counselor B is in a callable state, the procedure proceeds to step S296 and the CTI server 40 transmits the extension number of the counselor B to the terminal of the counselor A. If the agent B is not in a callable state, the procedure goes to step S308 to transmit information about the state of the agent B to the terminal of the agent A.

Subsequently, in step S298, the terminal of the agent A receives the extension number of the agent B and transfers the call through the telephone control device. At this time, after performing a hook flash (dial), the agent B dials the extension number and hangs up. At the same time, in step S300, information about the customer's information and the reception screen, etc., which are in communication with the counselor A from the counselor A's terminal are transmitted to the CTI server 40.

Subsequently, in step S302, the terminal of the counselor B detects the ring signal, and in step S304, the telephone state of the counselor B is hooked off using the driving driver of the telephone controller. At the same time, in step S306, the information of the customer and the response screen transmitted from the CTI server 40 from the agent A's terminal is transmitted to the agent B's terminal. Thus, the customer can be connected to Agent B from Agent A and continue to receive service.

8 is a flowchart illustrating a general dialing procedure of the integrated computer telephone system according to the present invention.

Referring to the drawing, in step S320, the counselor terminal performs a phone call function using the CTI application program 132. At this time, the phone control device 120 and the driver 134 is used to perform a phone call function. Subsequently, in step S322, after making a call according to the call function, call analysis is performed. At this time, if it is determined in step S324 whether the analysis result is in a callable state, the procedure proceeds to step S326 to open the line and the phone so that the customer and the counselor can talk. Subsequently, in step S330, the CTI server 40 stores an outbound log including information on the telephone number to which the agent connects in order to monitor whether the above-mentioned dialing operation is a non-working agent. .

In addition, when the call analysis results in the step S324, the status of the customer is busy or absent, the process proceeds to step S332 and informs the customer's status by transmitting information on the counselor's terminal.

9 is a flowchart illustrating a procedure for receiving and processing various password information from a customer of a computer-telephone integrated system according to the present invention. This procedure shows a case where a customer's password is input and processed at a call center of a financial institution such as a bank or a securities company.

Referring to the drawing, in step S340, the customer provides guidance of a counselor for inputting a password. Subsequently, in step S342, a password input window is displayed on the display screen of the counselor terminal. In step S344, the telephone control device receives the DTMF signal corresponding to the password from the customer while the line is open and the phone is turned off and in a call. Therefore, the telephone control device 120 has a DTMF detection function, so that the counselor cannot hear the tone of the DTMF signal.

However, the general computer phone integrated system does not have DTMF detection in the counselor's terminal, so it sets up the channel of the IVR server to receive the password. This channel functions to receive a password when a call is connected. Therefore, the counselor's terminal transfers the call to the channel of the configured IVR server. The agent's extension number is then transmitted to the IVR server. The IVR sub provides a specific guide message and receives a password from the customer. Subsequently, the IVR server transmits the input password to the terminal of the counselor who has switched to the channel of the IVR server. Therefore, the call of the customer is transferred to the counselor terminal of the received extension number by the established channel of the IVR server.

As described above, the present invention is provided with a telephone control device in the counselor terminal, thereby enabling interworking regardless of the model and manufacturer of the computer telephone integrated system.

By providing a telephone control device that supports various functions of a telephone in a computer telephone integrated system, it is possible to customize the service operator's needs through a variety of powerful development tools and their interworking.

Since it is not dependent on domestic and foreign exchange models, it does not incur excessive costs when constructing an integrated computer telephone system, and it is possible to check the state of the counselor terminal while using the existing analog telephone network.

It supports high-performance phone control device and library, so it is easy to build the whole system. It uses the minimum resources of the computer environment of the existing agent terminal, so it can be applied without major changes, and it is easy to install and operate.

Claims (15)

In a computer phone integrated system: An exchange receiving a call signal from a telephone of an external customer via a communication network; Network; A plurality of computer terminals provided in a plurality of counselors connected to the network; An agent telephone connected to the switch and an extension, and connected to the computer terminal; A database server for storing the customer information and information according to the state of the computer terminal; An IVR server connected directly to the exchange and providing service information for a call transferred from the exchange; A CTI server connected to the computer terminal via the network; The computer terminal includes a telephone control device interoperating with the CTI server, and monitors the state of the counselor telephone through the telephone control device, and provides the monitoring information to the CTI server through the network. Computer phone integrated system. The method of claim 1, The computer terminal; A telephone control device which transmits the information according to the state of the counselor telephone to the CTI server, receives and processes the instructions transmitted from the CTI server; And a program for driving the telephone control device and controlling the operation. The method of claim 2, The program; A CTI application program for controlling the telephone control device; A drive driver for driving the telephone control device; And a drive library defining a function according to the operation of the telephone control device from the CTI application program. In the control method of computer telephone integrated system: Accepting login information of an agent; Transmitting the login information from the upper circle terminal to the CTI server; Determining, by the CTI server, login information using the DB server; As a result of the determination, if the login information is login information registered in the DB server, allowing a login to the counselor terminal; Initializing the logged-in counselor terminal; And transmitting the monitoring information on the state of the agent telephone to the CTI server to monitor the state of the counselor from the counselor terminal. The method of claim 4, wherein And if the login information is not registered in the DB server, transmitting an error message indicating that authentication failed to the counselor terminal. The method of claim 4, wherein The monitoring step; When the message according to the seating / sitting state is transmitted from / to the counselor terminal to the CTI server, the CTI server determining whether a counselor is in a seating state; If the counselor is in the seatless state, the CTI server sets the counselor's phone to the "in call" state; Storing the time of departure of the counselor; Determining whether the counselor is in a seated state; Storing a seating time of the counselor if the seating state is determined as the result of the determination; Calculating a total seat time of a counselor using the seat and sitting times; Storing the information on the total seat time in the information of the counselor; Releasing the seated agent phone from the " in call " state to monitor seating or seating status of an agent. The method of claim 4, wherein The monitoring step; When the call comes from the customer, the exchange accepts; Routing from the exchange to the IVR server; Determining whether the customer wants to connect with a counselor; Requesting a counselor from the IVR server to the CTI server when the customer requests a counselor as a result of the determination; Determining, by the CTI server, a state of a counselor to determine whether there is a counselor available; Transmitting the extension number of the counselor to the IVR server when there is a counselor who can consult the result of the determination; The CTI server setting a corresponding counselor to a "reserving" state, and the IVR server is assigned to the reserved counselor to perform call transfer; And connecting the customer's call to the extension number of the corresponding counselor who has been assigned to the customer. The method of claim 7, wherein The step of the customer talking to the counselor; Recognizing a ring signal by the telephone control device to switch an agent's telephone from a hook on state to a hook off state; Transmitting, by the CTI server, a message that a telephone call has been received to a terminal of a corresponding counselor; And the terminal of the counselor outputting a pop-up menu indicating that a call has been made. The method of claim 7, wherein And if it is determined that there is no counselor available for consultation, sending a message indicating that there is no counselor available to the IVR server. The method of claim 4, wherein The monitoring step; Determining whether the counselor requires a list of telephone numbers of customers who have scheduled a consultation; As a result of the determination, when the counselor requests the telephone number list of the customer, sending a message requesting the telephone number list of the customer to the CTI server; Determining, using the DB server, whether there is a customer who has reserved a consultation; Transmitting the telephone number of the reserved customer from the CTI server to the counselor terminal if the customer has reserved the consultation as a result of the determination; And the terminal of the counselor makes a call to the telephone number of the customer using the telephone control device. The method of claim 10, Making the call; Determining whether the dialed customer is available for call; Analyzing the call output from the exchange as a result of the determination, and opening the line and the phone so that the customer and the counselor can make a call if the customer is in a callable state; And if it is determined that the call is impossible, outputting information according to the absence or busy state of the customer to a counselor terminal. The method of claim 4, wherein The monitoring step; When the agent A needs to transfer a call to another agent B during a call with a customer, requesting the agent B waiting from the agent A's terminal to the CTI server; Determining, by the CTI server, whether the agent B is in a callable state; If the result of the determination indicates that the agent B is in a callable state, the CTI server transmitting the extension number of the agent B to the terminal of the agent A; The terminal of the agent A receiving the extension number of the agent B and performing a call transfer through the telephone control device; Transmitting, from the terminal of the counselor A, information on a customer's information and a reception screen, etc., which are in communication with the counselor A, to the CTI server; The terminal of the agent B detects a ring signal, hooks off the telephone state of the agent B through the telephone control device, and simultaneously the information and the response screen of the customer transmitted from the CTI server to the agent A's terminal. And transmitting the information to the terminal of the counselor B. The method of claim 12, If the agent B is not in a callable state, transmitting information on the state of the agent B to the terminal of the agent A. The method of claim 4, wherein The monitoring step; The counselor terminal performing a dialing function; Analyzing the call; Determining whether the analysis result is in a callable state and opening a line and a phone so that a customer and a counselor can call if the callable state is available; And the CTI server storing information on a telephone number to which the counselor connects to monitor the state of the counselor. The method of claim 4, wherein The monitoring step; Providing guidance of an agent for a customer to enter a password; Outputting a password input window on a display screen of the counselor terminal; And the telephone control device receives the DTMF signal corresponding to the password from the customer in the busy state by opening the line and turning off the phone.