KR100479936B1 - System for general directory number ars hosting service with voice and text complex - Google Patents

Abstract

The present invention relates to a representative number ARS hosting system in the form of voice and text, which performs a No.7 signal processing function and receives information on a called number, calling number, and channel number received from a customer terminal through a signal channel. A signal handler to pass to; It processes the VoIP protocol and delivers the information about the called and received numbers received from the customer terminal connected to the VoIP network to the channel handler, and provides the corresponding auto-response message to the customer terminal connected to the VoIP network according to the instructed information. VoIP protocol handler; A voice and text handler which provides a corresponding auto-response message to the customer terminal according to the instructed information, and analyzes the signal and delivers the DTMF signal to the channel handler when the DTMF signal is received from the customer terminal; A channel handler which analyzes the received information, delivers the called number to the interpreter, and instructs the voice and text handler or the VoIP protocol handler to provide an automatic response message according to the information received from the interpreter; And an interpreter for defining a scenario for providing an auto-response service, interpreting the prescribed scenario using the received called number, and delivering the interpreted scenario to the channel handler.

Description

Representative number ARS hosting system in the form of voice and text {SYSTEM FOR GENERAL DIRECTORY NUMBER ARS HOSTING SERVICE WITH VOICE AND TEXT COMPLEX}

The present invention relates to an ARS hosting system, and more particularly, to a system capable of providing an auto-response message in text form as well as voice to a customer calling a representative number (called number) set to provide an ARS service.

In general, an automatic response system (ARS) stores various types of service information in a voice form, and provides a prompt message for retrieving necessary information when a user makes a phone call and accesses the system according to a user's selection. Provide the corresponding voice message or make a call to the incoming call number.

On the other hand, as companies' working styles gradually change to five days a week, the necessity of introducing ARS systems is increasing. However, in the case of a small company, deploying a separate manpower by adopting such an ARS system has both economic burden and inefficiency. Apart from this, the conventional voice-oriented ARS service is a service that does not consider the user who has a hearing impairment or the like at all, and if the message is long, the user may not remember the contents exactly and return to the previous stage as needed. In order to hang up, you may have to call back. Therefore, an ARS hosting system considering the position of the company and the customer who wants to use the ARS service through the representative number of the company will be needed.

Accordingly, the present invention has been devised in order to meet the necessity as described above, but provides an ARS hosting service to a company, but can freely change the representative number or auto-response message on the web, and select the customer who calls the representative number of the company. The purpose is to provide a representative number ARS hosting system in the form of voice and text that can provide automatic response messages in the form of text as well as voice.

In order to achieve the above object, a system for providing an automatic response service in the form of voice or text (character) to a customer terminal connected to a representative number set to provide an automatic response service according to the present invention is provided in the form of voice and text A database storing auto-reply message information; A signal handler which transmits information on a called number, calling number, and channel number received through a signal channel from a customer terminal connected through a public telephone network or a wireless telephone network to a channel handler while performing a signal processing function No. 7; While the VoIP protocol is being processed, information on the called number and calling number received from the customer terminal connected to the VoIP network is transmitted to the channel handler, and the corresponding auto-response message among the information stored in the database is sent to the VoIP network according to the received information. VoIP protocol handler provided to the connected customer terminal; According to the information provided, the corresponding automatic response message among the information stored in the database is provided to the customer terminal connected through the public telephone network or the wireless telephone network, and when the DTMF signal is received from the customer terminal connected through the public telephone network or the wireless telephone network, the corresponding signal is transmitted. Voice and text handlers that are parsed and passed to channel handlers; Analyzes the information received from the signal handler, the VoIP protocol handler, and the voice and text handler to transfer the called number to the interpreter, and according to the information received from the interpreter, voice, voice and A channel handler instructing to provide the auto-response message in any one of text and text; And reflecting the change information received through an external web server while defining a scenario for providing an automatic response service in the form of voice, voice, text, and text, using a called number received from the channel handler. It is characterized by having an interpreter for interpreting the scenario and passing the interpreted information to the channel handler.

In this case, the change information may include a called number and message information in the form of voice and text to be provided according to a scenario defined in connection with the called number. On the other hand, such ARS hosting system, by setting and storing different auto-response message information for each calling region or wired / wireless terminal type in the database, and analyzes the calling party number of the customer terminal received through the signal handler or VoIP protocol handler It can be preferably implemented by providing an automatic response message set according to region or wired / wireless terminal type.

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

1 is a schematic diagram of a network for implementing the present invention, in which a variety of customer terminals 110 capable of receiving voice or text (text) forms include an Internet network 120, a wireless telephone network 160, a VoIP network 170, and the like. It is connected to the ARS hosting system 200 via the exchange 190 through. That is, the Internet phone 112 using the VoIP terminal 111 or the computer is connected to the ARS hosting system 200 via the exchange 190 through the Internet network 120, the VoIP gateway 140, and the public telephone network 150. Connected. In addition, the wireless telephone 113 is connected to the ARS hosting system 200 via the switch 190 through the wireless telephone network 160, the text providing phone 114 is connected to the switch 190 through the VoIP network 170 Via the ARS hosting system 200.

Meanwhile, the web server 180 is connected to the ARS hosting system 200 through the internet network 120. Accordingly, companies using the ARS hosting service may add, delete, change or automatically respond to the web address provided by the ARS hosting system 200 to provide a representative number or numbers enclosed with the representative number to provide the ARS service. And information such as guide time.

The VoIP gatekeeper 130 manages the VoIP terminal 111 or the Internet phone 112 through the H.323 standard protocol, and performs call load balancing and fault tolerance of the VoIP gateway 140. The VoIP gateway 140 connects the Internet network 120 and the public telephone network 150, which are different types, and interworks with other H.323 devices through the H.323 protocol. That is, the signal input through the Internet network 120 is converted into a form that can be transmitted from the public telephone network 150, or the signal input through the public telephone network 150 in the form that can be transmitted from the Internet network 120 Convert.

The exchange 190 connects these customer terminals 110 when they request a call connection to the ARS hosting system 200. The ARS hosting system 200 provides an automatic guide message in the form of voice or text according to a scenario (procedure) determined by the connected customer terminal 110. 2, the ARS hosting system 200 will be described in detail.

2 illustrates an ARS hosting system configuration according to the present invention, which includes a signal handler 220, a voice and text handler 230, an interpreter 240, a channel handler 250, a database 260, and a VoIP protocol handler 270. ) And the like. At this time, the signal handler 220, the voice and text handler 230, the interpreter 240, and the channel handler 250 provide the ARS service in the form of voice or text to a customer terminal connected through a public telephone network or a wireless telephone network. do. In addition, the channel handler 230, the interpreter 240, and the VoIP protocol handler 250 provide an ARS service in the form of voice or text to a customer terminal connected through a VoIP network.

Referring to the figure, first, the database 260 stores auto-response message information in the form of voice and text for providing to a customer terminal according to a scenario.

The signal handler 220 performs No. 7 signal processing function, which is a common line signaling method, and includes a called number, calling number, and channel (call path) received through a signal channel from a customer terminal connected through a public telephone network or a wireless telephone network. The information about the number is transmitted to the channel handler 250.

The VoIP protocol handler 270 processes the VoIP protocol (H.323 or SIP), and transmits the information about the called number and the calling number received from the customer terminal connected through the VoIP network to the channel handler 250, The corresponding auto-response message is extracted from the information stored in the database 260 according to the information received from the channel handler 250 and provided to the customer terminal connected to the VoIP network.

The voice and text handler 230 extracts a corresponding autoresponse message from the channel handler 250 according to the location information where the content of the message is stored. Then, the extracted auto-response message is provided to a customer terminal connected through a public telephone network or a wireless telephone network. In addition, when the switch connects the call path and receives a DTMF signal from a customer terminal connected through a public telephone network or a wireless telephone network, the signal is analyzed and transmitted to the channel handler 250.

The channel handler 250 serves as a controller for controlling the voice and text handler 230 or the VoIP protocol handler 270. When receiving information from the signal handler 220, the VoIP protocol handler 270, and the voice and text handler 230, the called party number is extracted by analyzing the received information. Then, the voice and text handler 230 or the VoIP protocol handler 270 according to the information received from the interpreter 240 to provide the automatic response message to the customer terminal in the form of voice, voice, text, text. Instruct. In this case, it is preferable that the text-type auto-response message is made to fit the scenario provided through the voice-type auto-reply message.

The interpreter 240 defines a scenario for providing an answering service in one of voice, voice, text, and text. And, if the change information is received through an externally installed web server, it is immediately reflected. The information that can be changed preferably includes a called number and a message in the form of voice and text to be provided according to a scenario defined in connection with the called number. In addition, when the called number is received from the channel handler 250, the prescribed scenario is interpreted and the interpreted information is transmitted to the channel handler 250.

The ARS hosting system 210 may set and store different auto-response message information for each calling region or wired / wireless terminal type in the database 260. That is, information suitable for regional characteristics may be classified and stored, such as the metropolitan area, the Chungcheong area, the Gangwon area, the Honam area, the Yeongnam area, and the Jeju area. In addition, information suitable for characteristics of a wired terminal or a wireless terminal customer may be classified and stored. Then, the caller ID of the customer terminal received through the signal handler 220 or the VoIP protocol handler 270 may be analyzed to provide an automatic response message set according to the calling region or the wired / wireless terminal type. For example, if the calling number is a subscriber terminal in the metropolitan area, the center provides an automatic guide service centered on the metropolitan area, and if the calling number is a wireless terminal, an automatic guide service suitable for the wireless terminal is provided.

Meanwhile, the VoIP protocol handler 270 may further include a function of recording a voice of a customer input from a customer terminal connected through a VoIP network. The voice and text handler 230 may be a public telephone network or a wireless telephone network. The method may further include a function of recording a voice of a customer input from the connected customer terminal. That is, the customer may record according to a procedure separately defined when there is a large amount of call access to the ARS system 210 or when the customer wants to record a request. Then, the ARS system 210 operator can check the recorded voice message and answer the request by calling the customer. At this time, the recording function of the VoIP protocol handler 270 and the voice and text handler 230 may be performed by unifying the common module in the form of a common module for the efficiency of the system.

On the other hand, the ARS hosting system 210 is provided with a function of dividing the data into a predetermined size when there are a large number of messages in the form of text to be provided, accordingly, the customer terminal can be combined to show the received message It is desirable to have a function. The handlers described above may be installed and run on separate hosts according to the amount of service provided.

3 is a flowchart of an ARS hosting service according to the present invention, which describes a method of providing an autoresponder service to a customer using a terminal capable of receiving a voice or text form. In this case, the terminal used by the customer may include a VoIP terminal connected through a public telephone network, a wireless telephone connected through a wireless telephone network, a text providing phone connected through a VoIP network, and the like.

Referring to the drawing, first, a customer calls an ARS hosting system that provides an ARS hosting service using his terminal and requests an automatic response service (S310). Then, the ARS hosting system provides a guide message for selecting any one of voice, voice, text, and text in a voice form to the customer terminal (S320). For example, "This is Dacom Co., Ltd. Auto Answer Call Center. Please follow the instructions below to select the message type to receive the Auto Answer service. Press 1 for Voice, 2 for Voice and Text, 3 for Text. . " A voice message such as a voice message may be provided.

When the customer selects one type he / she wants, the ARS hosting system provides a service guide message to the customer terminal in accordance with the type selected by the customer (S330 and S340). For example, when a customer selects a voice and a text format, a voice message can be heard through the receiver, and a text message can be viewed through a liquid crystal display such as an LCD. Subsequently, the ARS hosting system provides the customer terminal with an auto-response message of the corresponding service to match the form selected by the customer (S350 and S360).

The ARS hosting service method of voice and text forms a message that can select any one of voice, voice, text, and text in voice and text form when an automatic response service is requested from a customer who accesses the ARS hosting system. It can also be provided to the customer terminal.

On the other hand, the present invention is not limited to the above-described embodiments and may be variously modified and implemented by those skilled in the art without departing from the technical spirit of the present invention. Therefore, the present invention can be variously used or applied to the ARS hosting service in the form of voice or text.

According to the present invention, by using the ARS hosting system, the enterprise can reduce the investment cost and management cost according to the ARS construction, and can change the representative phone number or the automatic response message on the web in real time. In addition, customers can conveniently use the ARS service by being provided with an automatic guidance message in the form of text as well as voice.

1 is a network schematic diagram for implementing the present invention;

2 is a configuration example of an ARS hosting system according to the present invention;

3 is a flowchart of an ARS hosting service according to the present invention.

* Explanation of symbols for main parts of the drawings

110: customer terminal 120: Internet network

130: VoIP gatekeeper 140: VoIP gateway

150: public telephone network 160: wireless telephone network

170: VoIP network 180: web server

190: Exchange 200,210: ARS Hosting System

220: signal handler 230: voice and text handler

240: interpreter 250: channel handler

260: database 270: VoIP protocol handler

Claims (3)

In a system for providing an automatic answering service in the form of voice or text (text) to a customer terminal connected to a called party number (representative number) set to provide an automatic answering service, A database for storing voice and text auto-reply message information; A signal handler which transmits information on a called number, calling number, and channel number received through a signal channel from a customer terminal connected through a public telephone network or a wireless telephone network to a channel handler while performing a signal processing function No. 7; While the VoIP protocol is being processed, information on the called number and calling number received from the customer terminal connected to the VoIP network is transmitted to the channel handler, and the corresponding auto-response message among the information stored in the database is sent to the VoIP network according to the received information. VoIP protocol handler provided to the connected customer terminal; According to the information provided, the corresponding automatic response message among the information stored in the database is provided to the customer terminal connected through the public telephone network or the wireless telephone network, and when the DTMF signal is received from the customer terminal connected through the public telephone network or the wireless telephone network, the corresponding signal is transmitted. Voice and text handlers that are parsed and passed to channel handlers; Analyzes the information received from the signal handler, the VoIP protocol handler, and the voice and text handler to transfer the called number to the interpreter, and according to the information received from the interpreter, voice, voice and A channel handler instructing to provide the auto-response message in any one of text and text; And While defining a scenario for providing an auto-response service in the form of voice, voice, text, or text, the change information received through an external web server is reflected, and the called number received from the channel handler is defined. Representative number ARS hosting system in the form of voice and text, characterized in that it comprises an interpreter for interpreting the scenario and passing the interpreted information to the channel handler. The method of claim 1, wherein the change information, Representative number ARS hosting system in the form of voice and text, characterized in that the message and the message information in the form of voice and text to be provided according to the scenario defined in connection with the called number. The method of claim 1 or 2, wherein the ARS hosting system, Set up and store different auto-response message information by calling area or by wired / wireless terminal type in the database and analyze caller numbers of customer terminals received through signal handler or VoIP protocol handler. Representative number ARS hosting system in the form of voice and text, characterized in that to provide an automatic response message set according.