KR100621671B1 - Call service method of the call center where the integrated message system is had all - Google Patents

Abstract

The present invention relates to a multi-function call service method using a wired or mobile communication means, and more specifically, to easily transfer its own location by combining various mobile communication network-based location recognition system and a functional call service, A multifunction call service method using a wired or mobile communication means for selecting and receiving a call service.

According to the multi-function call service method of a call center equipped with a unified messaging system according to the present invention, a mobile communication network-based location recognition system and a functional call service are grafted in various ways to provide a location tracking service by a passive agent. In addition to drastically reducing unnecessary waiting time, the automatic unified messaging system eliminates the need for a separate operator other than the operator, resulting in labor cost savings. There is an improving effect.

Call center, server, mobile communication, location tracking, caller information

Description

Call service method of the call center where the integrated message system is had all}

1 is a schematic diagram illustrating a multi-party communication situation with a customer, a call center, a mobile switching center and a service provider according to the present invention.

2 is a view showing the structure of a CTI system constituting a messaging system applied to the present invention.

3 is an operation diagram of a multi-function call service method of a call center equipped with a unified messaging system according to the present invention.

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

10: CTI system 20: mobile switching center

30: call center 40: mobile communication means

50: landline phone

The present invention relates to a multi-function call service method using a mobile communication means, and more specifically, to easily transfer its own location by combining various mobile communication network-based location recognition system and a functional call service, the desired call service It relates to a multi-function call service method using a mobile communication means to be selected, provided.

As a known example, a call center-based ordering system is typically queued by a large number of agents, who are ordered through a call called through the orderer's mobile means (usually a mobile phone). After grasping this, it selects the ordering place suitable for the order and delivers it to the orderer.

Call center as described above should be waiting for a number of counselors at all times, after storing the order history in a separate server, and checks this to select the order location located in the shortest distance to the orderer to notify the orderer.

However, the increasingly competitive business environment is getting worse. As a result, labor cost increases, a new service method is required to provide a variety of services in one system.

SUMMARY OF THE INVENTION The present invention has been made with such a request, and an object of the present invention is to provide a multi-function call service method that allows a user to select a desired service by simple operation of a mobile communication means (mobile phone and PDA).

To this end, the present invention is to provide a new marketing and sales method by integrating the customer consultation by the private exchange and the personnel, which are the telephone exchange equipment that forms the main system of the traditional call center into an integrated messaging system.

In one preferred embodiment, the integrated messaging system according to the present invention is a system in which an automatic guidance system, an automatic calling system, a database and the like are integrated.

The integrated messaging system of the present invention processes the unit tasks such as customer confirmation, request reception, and information acquisition, which the traditional call center counselor bears, and guides the customer to the desired service list or directly selects the customer and the service provider. Connect.

In addition, the integrated messaging system of the present invention receives the location of the customer's mobile communication means from the mobile telecommunication switching center to search for the best and shortest distance service providers corresponding to the service required by the customer, and transmits their information to the customer.

Other objects and effects of the present invention will become apparent from the following detailed description, and the detailed description and examples showing the preferred embodiments of the present invention do not limit the scope of the present invention.

The present invention for achieving the above object comprises a CTI system consisting of a computer-integrated messaging system, by connecting the call by grasping the originating location of the service request customer and the service provider based on the jurisdiction of the mobile switching center. In the multi-function call service method of the call center,

A first step of requesting a service to the call center by pressing a shop button and a number button sequentially so that a customer requesting the service generates a specific frequency through a mobile communication means;

The CTI system detects a signal in a standby state, detects a signal of a customer transmitted at a specific frequency, classifies the signal through a signal classification processing routine, and converts the signal into a graphic through a voice data format or a mobile phone browser. A second step of performing a mapping process and then selectively switching to an automatic guide system or an automatic calling system;

A third step in which the signal converted to the automatic guide system describes a service class consisting of a list of a plurality of lists to a customer by voice or graphic, and the customer selects one of a list of services to be selected;

When the customer sends the requested service, the CTI system requests the location of the customer from the mobile telecommunication switching center, and the CTI system that identifies the received customer's location compares the service provider's main service type stored in the database with the customer's requested service list. And a fourth step of extracting a service provider that is at the optimum and shortest distance with the customer and attempting to speak with the customer; It is achieved by including.

In addition, in the first step, the CTI system is composed of an automatic guide system, an automatic calling system, a document, a voice conversion system, and a database.

In addition, the service class is any one selected from emergency disaster rescue, agency operation, taxi, food delivery, law, tax service, quick service, real estate, flower delivery, marriage information service, Colben, courier, travel agency (train, ship, ticket reservation) It is characterized by one or more sectors listed.

Further, in the fourth step, the service provider located in the optimal and shortest vicinity of the customer is sequentially searched and connected to the service provider and the customer, and the service provider is called or blocked, and the meter is switched off. Then, the process of searching for the next service provider is repeated.

Hereinafter, one preferred embodiment according to the present invention will be described in detail with reference to the accompanying drawings. First, like reference numerals designate functionally identical or similar parts throughout the drawings.

1 is a schematic diagram showing a multi-party communication situation with a customer, a call center, a mobile switching center, and a service provider according to the present invention, and FIG. 2 is a view showing the structure of a CTI system for forming a unified messaging system according to the present invention. 3 is an operation diagram of a multi-function call service method of a call center equipped with a unified messaging system according to the present invention.

1 and 3, the present invention includes a CTI system 10 consisting of a computer-based integrated messaging system, the originating position of the service request customer and the service provider based on the jurisdiction of the mobile switching center 20 By using the multi-function call service method of the call center 30 to connect the call.

As described above, the service method to be used by the present invention is a vehicle call service method in a wireless communication system disclosed in Korean Patent Application No. 1999-0027695, except for the CTI system 10, or Korean Patent Application No. 2002-0014304. An example that can be applied in the present invention is described in detail in the " car call service device and a car call service method using the same ".

As in the disclosed conventional invention, in order to track the location of the customer to implement the best service, when the customer communicates using the mobile communication means 40, the mobile communication means 40 by the service control system in the mobile communication switching center. The location of the customer can be obtained through the analysis message or the call request message.

The present invention takes a service method of connecting the call by identifying the location of the caller as described above, using a CTI system 10 that implements a CTI server, which is a private switch that is typically applied to a call center as an integrated system. have.

The CTI system 10 according to the present invention is composed of an automatic guide system 12, an automatic call system 14, a document, a voice conversion system 16, a database 18, which are physically connected to each other, These configurations will be described later in detail, and the development language is processed in a programming language of Visual C or higher.

In the present invention, in order to receive all services that can be performed in the call center 30, the service must be requested through the mobile communication means 40 or the wired telephone 50.

The greatest feature of the present invention is to inform the call center 30 of the customer's own location in order to provide the user's ease of use, instead of actively identifying the location of the customer in the call center 30 to actively support various services. The purpose is to provide.

Therefore, in the present invention, a specific frequency is generated to communicate with the call center 30 to indicate that it is a specialized service method. Preferably, the specific frequency is two unique by pressing the Shop (#) button and the number (0,1,2 ... 8,9) button on the keypad of the mobile communication means 40 or wireline telephone 50 in sequence By generating a frequency, a synthesized frequency is produced, and the synthesized frequency is transmitted to the mobile communication switching center 20.

#: 941/1477, 0: 941/1336, 1: 697/1209, 2: 697/1336, 3: 697/1477, 4: 770/1209, 5: 770/1336, 6: 770/1477, 7: 852/1209, 8: 852/1336, 9: 852/1477

Receiving a specific frequency, the mobile communication switching center 20 connects the call center 30 and the customer's signal according to the received signal, and the mobile communication switching center 20 can identify the caller's position as described above. Simultaneously with the signal connection, the confirmed caller's location is sent to the call center 30.

At this time, the CTI system 10 of the call center 30 detects a signal in a standby state, detects a signal of a customer transmitted at a specific frequency, and then classifies the corresponding signal through a signal classification processing routine. In particular, the CTI system 10 of the present invention is applied to a one-part call system, which handles all situations inside the CTI system 10 to direct a direct call between a customer and a service provider. Has characteristics.

If the frequency received by the CTI system 10 is proved to be correctly connected to a specific frequency after detecting a signal frequency different from a specific frequency (# alone or a combination of # and a number) applied to the present invention, the CTI system 10 React.

In this way, the signal classification processing routine is executed, but if it does not work, an error routine is executed.

These error routines are processed as follows, and the resolved errors are divided into automatic guidance system and automatic calling system, but first, the mapping process is performed to convert them into graphics through voice data format or mobile phone browser. (12) and the automatic call system 14 is switched to start the service.

The automatic guidance system 12 applied to the present invention is physically connected to a voice and graphic conversion system, and the document and voice conversion system 16 has voice data types of various service classes, It consists of a list of characteristics.

In a preferred embodiment, when the customer presses the # button alone, the mobile communication switching center 20 determines that the emergency emergency rescue request has been promised in advance, and then the customer's position as 119 directly from the mobile communication switching center 20. To sender information.

In addition, if you press # and a number (preferably 0 button) and then press the CALL call button, you can call the service number and the list with a pre-stored voice ARS (which is useful for the visually impaired) for the customer to select, or deaf. The following service list is displayed on the screen of the mobile communication means 40 graphically.

List (class of service)

#: Emergency Disaster Relief, 0: ARS, 1: Agent Driving, 2: Taxi, 3: Pizza, 4: Chicken, 5: Dinner, 6: Time, 7: Pigtail, 8: Chinese Restaurant, 9: Legal Services, 10: Tax service, 11: Fortune-telling and divorce, 12: Real estate information, 13: Marriage information, 14: Quick service, 15: Flower delivery, 16: Colvan, 17: Quick service, 18: Travel agency (reservation of cars, boats, tickets, etc.)

Subsequently, when the customer selects any one of 1 to 18 to receive the service of any of the above lists, the customer is interlocked with the automatic call system 14 and is switched.

When connected to the automatic call system 14, at the same time, a large list of service classes and a small list of subclasses in which all information of the service provider, for example, a telephone number, working hours, and a fixed location service provider, are entered. In conjunction with the database 18 consisting of the service provider's main business type and location to find the best service provider located in the shortest distance with the customer.

Subclass

1. Surrogate operation (1): Kim Bok-dong

(2): Hong Gil-dong

(3):.

.

                       .

15. Flower Delivery (1): Happy Dong Flower Delivery

(2): Dunsan-dong Flower Delivery

(3):.

                      .

.

This section describes the process of identifying the service provider's location. First, information of vendors registered as service providers corresponding to the list selected in the call center 30 is stored in the call center 30. The information of these vendors is transmitted to the mobile communication switching center 20 at the same time as the call of the customer, and their accurate location information is again provided from the mobile communication switching center 20.

The service provider's position provided from the mobile telecommunication switching center 20 analyzes the final signal by the following routine in the automatic calling system 14 again.

chdev [i] = sr_getevdev ():

Receive the return value as an int and enter the event handler value in chdev, then check the status.

In other words, this process ends with event processing according to selection (list wait) → list generation → scenario processing → call processing → list selection.

In particular, after performing a routine to be processed by the automatic call system 14 as described above, it is checked whether the extracted service provider's location is in a standby state or an operating state again.

The service provider confirmed to be in a standby state is connected to the requested signal of the customer who requested the service by the relay of the call center 30.

On the other hand, in addition to the above operation, the customer may be directly connected to the automatic call system 14 of the call center 30 without having to search the service list. For example, if you want to request a surrogate operation, press # and 1, and then CALL, the customer is directly connected to the automatic call system 14, so the customer does not need to listen to the call center 30's ARS. Can be received.

Next, an embodiment using a multi-function call service method of a call center having a unified messaging system using a computer as described above will be described.

(Example 1, surrogate operation call method)

The customer transmits a specific frequency using the mobile communication means 40, and at this time, the specific frequency to be transmitted uses # and a number (preferably 0 or 1 button).

The transmitted specific frequency is transmitted to the call center 30 through the mobile telecommunication switching center 20, and the mobile telecommunication switching center 20 also transmits the transmitted position along with the call signal of the customer.

The customer who calls by pressing # and 0 can be provided with a list of services to be connected and connected with the automatic guide system 12 of the call sender 30, and # and 1 if the user wants to call the service provider directly. Press CALL to call the service provider immediately.

Again, if any one of the provided service list is selected, the CTI system 10 connects the automatic calling system 14 to analyze and retrieve the information of the service provider requested by the customer from the service list to the mobile telecommunication switching center 20. Will be sent.

At this time, the CTI system 10 sequentially searches for and connects the service provider located near the customer's shortest distance to try to make a call with the service provider and the customer, but if the service provider is incoming or blocked, the meter is switched off. The process of searching for the next service provider is repeated.

The service provider's information is retrieved and transmitted again to the call center 30 from the mobile telecommunication switching center 20 to determine the current location of the service provider.

After analyzing the customer's origin and the optimum and shortest distance among the current location of the identified service provider, connect the signal with the customer and the service provider to receive the customer's requested service.

In this case, the optimal distance means a method of finding and connecting a service provider located on the same side of the customer as the customer rather than the shortest distance from the perspective of the customer, for example, at an intersection or a large road. do.

And, the above operations are automatically handled by the integrated messaging system of the call center 30, so there is no need for a counselor and the like, and the reliability of the service quality is obtained due to the direct connection between the customer and the service provider.

In other words, as will be clear from the foregoing description, the invention can provide almost any service that customers request due to the integrated system and various extensions that can be handled in a batch.

This invention can be implemented in other various forms, without deviating from the mind or main characteristic. For this reason, the above-described embodiments are merely examples in all respects and should not be interpreted limitedly. The scope of the present invention is shown by the scope of the claims, and is not limited by the specification text. Again, all variations and modifications belonging to the equivalent scope of the claims are within the scope of the present invention.

As described in detail above, according to the multi-function call service method of a call center equipped with a unified messaging system according to the present invention, a mobile communication network-based location recognition system and a functional call service are grafted in various ways to be located by a passive agent. In addition to drastically reducing unnecessary waiting time for customers who are provided with tracking, the automatic unified messaging system eliminates the need for a separate operator other than the operator, resulting in labor cost savings, and by using a simple and simple service frequency. There is an effect that the reliability of service quality is greatly improved.

Claims (5)

In the multi-function call service method of a call center including a CTI system consisting of a computer-based unified messaging system, and identifying the originating location of the service requesting customer and service provider based on the jurisdiction of the mobile communication switching center, and connecting the call, A first step of requesting a service to the call center by pressing a shop (#) button and a number button sequentially so that a customer requesting the service generates a specific frequency through a mobile communication means; The CTI system detects a signal in a standby state, detects a signal of a customer transmitted at a specific frequency, classifies the signal through a signal classification processing routine, and converts the signal into a graphic through a voice data format or a mobile phone browser. A second step of performing a mapping process and then switching to an automatic guide system and an automatic call system; A third step in which the signal converted to the automatic guide system describes a service class consisting of a list of a plurality of lists to a customer by voice or graphic, and the customer selects one of a list of services to be selected; When the customer sends the requested service, the CTI system requests the location of the customer from the mobile telecommunication switching center, and the CTI system that identifies the received customer's location compares the service provider's main service type stored in the database with the customer's requested service list. And a fourth step of extracting a service provider that is at the optimum and shortest distance with the customer and attempting to speak with the customer; Multifunction call service method of a call center equipped with a unified messaging system comprising a. The method of claim 1, In the first step, the integrated messaging system, which is connected to an automatic calling system, can be provided directly without going through an automatic guide system of a call center by pressing a corresponding number among a shop (#) button and a service list. Multi-function call service method of equipped call center. The method of claim 1, In the first step, the CTI system comprises an automatic guidance system, an automatic call system, a document, a voice conversion system, and a database. The method of claim 1, The service class includes a call center equipped with a unified messaging system, characterized in that any one or more selected from the agency, taxi, food delivery, law, tax service, quick service, real estate, flower delivery, marriage information service industry is listed. Multifunctional call service method. The method of claim 1, In the fourth step, the service provider located in the closest position of the customer is sequentially searched for connection with the service provider and the customer, and the service provider is sequentially connected. Multifunction call service method of a call center equipped with a unified messaging system, characterized in that to repeat the process of searching.

Images