KR100734380B1 - Civil service consultation center system comprising retired public officials as expert consultants - Google Patents

Abstract

A total civil service consultation center system comprising retired public officials as expert consultants is provided to prevent delay and degradation in a civil service, and offer better services by employing the retired public officials having expert knowledge for each business as the expert consultants. A registration/authentication server(10) registers the retired public officials to a local consultant group as the expert consultant(4). A consultant database(20) stores information of the registered expert consultant. A local self-governing body exchange(30) connects the local requester(1) to a central exchange(40) of a total civil service consultation center(3) providing the civil service through DID when the requester inquires the civil service to a key number of a local self-governing body(2). The center exchange collects and transmits a CID(Caller ID) of all requester to an IVR(Interactive Voice Response) server(50) of the total consultation center. The IVR server provides a voice information service related to the local self-governing body by analyzing the CID of the requester.

Description

CIVIL SERVICE CONSULTATION CENTER SYSTEM COMPRISING RETIRED PUBLIC OFFICIALS AS EXPERT CONSULTANTS}

1 is a conceptual diagram of a civil counseling center system consisting of professional counselors in accordance with the present invention retired civil servants.

Figure 2 is a view for explaining the configuration of the civil counseling center system consisting of professional counselors according to the invention retired civil servants.

Figure 3 is a view for explaining the certification and registration of retired civil servants in a civil counseling center system consisting of professional counselors retired civil servants according to the present invention.

Figure 4 is a view for explaining the operation of the civil counseling center composed of professional counselors retired civil servants according to the present invention.

5 is a view illustrating a process in which a retired civil servant according to the present invention is registered as a professional counselor.

<Explanation of symbols for the main parts of the drawings>

1: Complaint 2: Municipality

3: Civil Complaint Center 4: Professional Counselor

10: authentication registration server 20: agent database

30: local exchange 40: center exchange

50: IVR server 60: call connection server

70: Information Server 80: Agent Pop

90: recording server 100: UMS server

110: billing server 120: relay server

The present invention relates to a civil counseling center system consisting of retired civil servants, and more specifically, when a civil servant requests a complaint to the local government, he / she is automatically connected to the general counseling center and retired from the local government as a professional counselor. A professional counselor who consults and handles civil complaints by connecting registered retired civil servants relates to a civil complaint counseling center system composed of retired civil servants.

Conventionally, when a civilian makes a phone call to a complaint or makes an inquiry through a representative phone of a specific local government (hereinafter referred to as a local government) and a corresponding agency, the operator receives a call first.

In the case of the operator, there are generally an operator who receives only a pure telephone call and connects to the department, and a professional operator who receives some work training to solve the complaint.

In general, the general operator simply hears the complaint from the complainant and connects the complainant's phone call to the department concerned. However, if a person in charge or a related official is away from work or eating due to a meal or a meal, the complaint may not be answered, and the complaint may not be able to contact the complaint. The problem arises.

In addition, if the department that received the call is not related to the complaint, the call is made to the other department again. At this time, the complainant must repeat the contents related to the complaint every time the telephone is turned, and the complaint complains or abandons the inquiry about the complaint at all.

On the other hand, in the case of a professionally trained professional worker who handles complaints directly, most of them are outsourced and hired counselors or directly selected by the relevant institution. In order to receive a certain period of theoretical education. However, most of the theories about the theory were simply educated on the surface of the watermelon, and when more in-depth complaints were inquired than the educated ones, they failed to explain to the complaints and only added to the distrust of the complaints. do.

As a result, the general cycle of outsourcing or direct selection from the relevant institutions is a vicious cycle in which new employees are continuously selected and trained because most employees quit their jobs for a long time due to stress of complaints.

In addition, this causes a burden of education expenses incurred to educate the staff continuously selected, and the contents of the complaints are also answered by new employees who do not properly grasp the work, so the contents of the answers become insolvent.

In addition, civil counseling centers that consult civil complaints are managed by both local governments and institutions at their discretion, so small local organizations do not have a civil counseling center at all. Only local governments with rich financial resources maintain civil counseling centers. The financial waste of local governments is very high because it is managed without regular system.

On the other hand, most civil servants who work at national institutions or local governments and retire retirement age. However, because of the age of the old age, most of the professional work that I worked for is not able to work, after all, if you want to work at the age of the old, simple work such as simple job or apartment level. As a result, they cannot work properly with the expertise they have acquired while working in the institution for a lifetime, which in turn leads to a waste of manpower.

The present invention was devised to solve the conventional problems as described above, by employing a retired civil servant with expertise in the job as a professional counselor to prevent complaints, such as time delay and complaint processing speed reduction and better service to civil complaints When a complaint is filed, it is connected to each local government and a professional counselor related to the relevant institution through the unified civil consultation center, whereby the counseling history and the process of complaints are organized and managed. The purpose of this study is to provide a system of civil counseling center composed of retired civil servants.

In order to achieve the above object, the present invention, in the civil counseling system that connects the civil servants and counselors, after retirement from a number of ministries of local governments or agencies, when a complaint is filed to a specific job group of the local government or agency A registered certification server that receives a retired civil servant who is available for counseling through a predetermined procedure and is registered as a professional counselor in a local counseling group; A counselor database that stores information of a professional counselor authenticated through the registration authentication server and registered in each region; A municipal exchange switch installed in each municipality and connected to a center exchanger installed in a general counseling center that provides a civil counseling system by automatic call when a civilian in a specific region inquires a representative number of the local government by a predetermined communication means; A center exchanger that collects caller number information of all complaints delivered through each local exchange and transmits it to the IVR server of the general counseling center; Analyzes caller number information of a plurality of complaints provided by the center exchanger, and provides to the complaints by voice a predetermined guide information service related to the corresponding local government of each originating area, and to the complaints entered by the complaints in accordance with the guide information service. An IVR server for transmitting related details to an information server and retrieving the counseling history and counseling results of the complaints from the information server after the complaint consultation; Call connection server that connects to the retired civil servants, professional counselors of the local counseling group that can consult with the complaints through the voice service; An information server for storing the details of the caller's number and the details entered for the complaint and providing the counseling history and the counseling results to the counselor or the complaint, and grasping the connection status of the complaint in real time; And a network for transmitting information of the counselor database, the registration authentication server, the IVR server, and the call connection server to the information server.

In addition, the counselor database includes personal identification information such as a user ID and password inputted by the retirement official and the counseling time, the number of counseling, and the counseling group corresponding area and occupation group. .

In addition, the details of the IVR server is characterized in that the civil service proceeds to the guidance service by selecting a specific key button of the communication means in accordance with a predetermined voice guidance service.

In addition, the call connection server is divided into an internal call connection server that connects the regional center professional counselors and an external call connection server that connects the regional home professional counselors;

In addition, the phone number of the complaints and a plurality of complaints information is received from the information server provided to the counselor for more smooth consultation, and agent pops to send the counseling history and complaints processing information to the information server after the consultation; It is done.

In addition, when the agent pops a call with a civil servant, the agent pops up the internal agent pop that provides the civil counselor's information to the professional counselor of the civil affairs counseling center and an external agent pop and a direct public official who provides a professional counselor who works from home. It is divided into providing public agent pop.

In addition, the recording server for recording the content of the complaints and the content of the conversation of the counselors filed by the complaints; characterized in that it further comprises.

In addition, a UMS server that can operate different messages in a single mailbox regardless of the location, time and terminal, including voice, fax messages, and e-mail provided on the Internet using a general telephone network (PSTN); Characterized in that.

In addition, the UMS server packet-encrypts a document that requires confidentiality.

In addition, by storing the time that the professional counselor consults with the civil complaint for each local government, billing server for managing the necessary information about the civil counseling costs of the local government or the corresponding organization; characterized in that it further comprises.

In addition, when the caller number of the call forwarding (Call Forwarding) in connection with the exchange of the specific local government and institution has the counseling history information, the relay server that receives the information of the corresponding complaints through the information server; .

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Hereinafter, with reference to the accompanying drawings will be described in detail the civil counseling center system consisting of a professional counselor retired civil servant.

1 is a conceptual diagram of a civil counseling center system consisting of professional counselors according to the present invention consisting of retired civil servants.

The present invention is a retired civil servant who is retired from each local government or organization consists of counselors in the area, when a civil servant calls the local government to file a complaint with a local government or institution, the call is automatically connected to the Civil Comprehensive Consultation Center. It relates to a civil affairs counseling center system that connects with the professional counselor who consults the complaints of the local government according to the caller number of the petitioner.

In brief, the present invention,

Complainants contact the representative number of the local government to inquire the complaint, and the local government that connects them connects the complaint to the Complaint Consultation Center through the local exchange.

Complaints connected to the Complaint Consultation Center input the complain field to inquire with the ministries department through the voice guidance service provided by the Complaint Comprehensive Consultation Center. Will be connected.

In this case, the professional counselors are retired public servants who have served in the departments of the relevant local governments related to civil affairs, and use the retired civil servants as counselors to provide better counseling based on the rich knowledge of civil servants who relate to civil affairs.

Figure 2 is a view for explaining the configuration of the civil counseling center system consisting of a professional counselor according to the invention retired civil servants.

Comprehensive civil counseling center system includes: a registration authentication server (10) for registering and registering retired civil servants, an agent database (20) for storing information of professional counselors, municipal exchangers (30) installed at each local government, and a number of local governments Center exchanger (40) for receiving the caller's number sent from the exchanger, IVR server (50) for recognizing the caller's number information of the complainant and the local government's complaints voice guidance service, connects the professional counselor with the complaint The main connection server 60, the information server (70) for grasping the call connection server 60 in real time and stores the counseling history and consultation results so that the complaints and professional counselors can connect to the network for implementing the system of the present invention It consists of a net.

In addition, the agent pop 80, the recording server 90 and the UMS server 100, billing server 110 and relay server 120 further includes a counseling history and complaint processing information to the information server 70 It is characterized by.

In detail, the system formed in the Complaint Center

First, the registration authentication server 10 and the counselor database 20 will be described in detail with reference to FIG.

The municipal exchanger 30 is installed in each local government 2 and a plurality of national institutions, when a civil complaint person (1) in a specific region inquires the representative number of the local government using a predetermined communication means, that is, a telephone. In addition, it is connected to the municipal exchanger (30) and at the same time it automatically connects the complaints (1) to the center exchanger (40) installed in the general consultation center (3) to provide a comprehensive consultation system of the present invention.

Here, the exchange is a private branch exchange (PBX), and generally refers to a communication room or an exchange room, and a normal role of the exchange is to connect a caller who wants to make a call with a receiver who wants to receive a call.

The center exchanger 40 collects caller number information of a plurality of complaints connected to the civil affairs consultation center 3 through a municipal exchange 30 installed in each local government 2, and the civil affairs consultation center 3 It serves to transmit to the IVR server 50.

The IVR server 50 is an abbreviation of interactive voice response, and typically accepts a combination of voice call input and selectively pressing a button of a touchtone telephone to respond appropriately in the form of voice, fax, callback, email, and other media. Speak the application to provide. For example, first, the system guides the details of the information provided to the customer, receives a specific ID, social security number, caller ID, etc. of the customer, retrieves the corresponding information from the server, and converts the information into a voice. To provide optional information inquiry such as call forwarding.

IVR server 50 in the present invention receives the caller ID information of the number of complaints (1) collected through the center exchanger 40 installed in the civil complaints consultation center (3) to identify and analyze the caller area of each complaint The local government (2) or institution is selected, and each civil servant (1) is provided with a predetermined guide voice information service related to the local government (2).

The guide voice information service allows the petitioner 1 to proceed with the guide service by randomly selecting a specific key button of the telephone according to a predetermined voice guide service.

Here, the service provided as voice information inputs the basic information of the complaint person (1), including the resident registration number of the complaint person (1), as well as details of the field, type, department, etc. to file a complaint.

Through this customized voice guidance service, the complaints person (1) simply uses the complaints service without any difficulty.

In addition, when the civil servant (1) wants to know the counseling history and the counseling result which he / she consulted after the civil counseling, the information server (70) storing the civil complaint result by inputting personal information such as the civilian's resident registration number or a predetermined password (70). ) And search by voice or e-mail.

The call connection server 60 waits for the counseling service searched by the information server 70 according to the input result for the voice guidance service when the civil complaint 1 completes the input for the customized voice guidance service of the IVR server 50. It is a server that serves to connect the professional counselors (4).

In addition, the following information server 70 serves to transmit the consultation time of the civil complaint 1 and the professional counselor 4 and the connection status of the call of the counselor.

Here, the connection status of the call refers to whether the professional counselor is waiting for counseling or is connected with the civil petitioner (1) for counseling.

In addition, the call connection server 60 is largely divided into an external call connection server and an internal call connection server. The external call connection server is connected to a professional counselor who works from home and consults with the local council. In the case of an internal call connection server, when a telecommuter who can consult with a civil servant is away or is in consultation with a person, a professional counselor in the center is connected.

The information server 70 is a server for storing the details and counseling history and results inputted by the petitioner 1 to raise a petition, and enables the petitioner or a professional counselor to receive information related to the petition.

In addition, the petitioner (1) serves to search the general counselor in the area based on the information input from the IVR server (50).

In detail, the details such as the resident registration number of the complaint person (1) related to the complaint transmitted from the IVR server 50 and the call connection server 60 connected through the network, the field to be appealed, and the history of consultation with the counselor; It saves the counseling result data and checks the call connection status of the professional counselor in real time so that the civilian can be connected to the waiting professional counselor (4) instead of the professional counselor who is currently consulting.

In the case of the information server 70 of the present invention, not only the information of the complaint person 1, but also the general information of the complaint counseling center 3, such as a call connection state, is all concentrated and stored in the information server 70, and thus, the civil counseling center. (3) The integrated manager is easier to control and manage, and this structure has the advantage of reducing the cost of system management by simplifying the civil counseling system itself.

The agent pop 80 receives the information of the petitioner (1) from the information server 70 when the petitioner (1) and the professional counselor (4) are connected and displayed on the computer information window of the professional counselor (4) to the professional counselor It serves to provide information.

The information of the displayed complaints (1) enables the professional counselor to quickly grasp the information of the complaints (1) and the purpose of the complaints and provide better counseling.

In addition, the counseling history and the complaint processing result information thus consulted are written again through the AgentPOP 80 and then transmitted to the information server 70 and stored thereafter, when the complaint person 1 inquires the result of the complaint, IVR. The complaint processing result is retrieved from the server 50 and the complaint processing result is notified to the complaint person 1.

Similar to the call connection server 60, the agent pop 80 is divided into an external agent pop and an internal agent pop, and the public agent pop is further divided.

The external agent pop is to literally display the information of the complaints to the home professional counselors, the internal agent pop is to display the information of Min cause (1) to the professional counselors working in the center.

In the case of a public agent pop, when a complaint is connected with a call, a person in charge of a government office such as a local government (2) or an institution directly displays and consults. In this case, by directly consulting the person in charge of the public office, the civil service can be provided more quickly and accurately.

The recording server 90 is a server for recording the content of the civil conversations raised by the professional counselor (4) and the civil complaint (1), can be used as evidence in the event of a problem later related to the civil complaint, recorded conversation The content can be saved and used as a reference when similar complaints are later inquired.

The UMS server 100 stands for unified messaging system. In general, the UMS server 100 refers to a bidirectional communication server that allows users to exchange messages with each other regardless of communication system by integrating and processing various messages into one data.

The UMS server 100 of the present invention is a person who receives a message such as text, voice, SMS (short message service), fax, e-mail, etc. regardless of the communication environment of the professional counselor (4) or the complaint person (1). Transfer it to the desired form.

That is, when the complaint person (1) raises a complaint by e-mail, not only the professional counselor can know the contents by e-mail, but also the contents of the e-mail can be confirmed by text, voice, or fax.

These include TS (text-to-speech: text to speech), TTF (text-to-fax: text to fax, SR (speech recognition, speech recognition to data), OR ( Optical character reader: Recognizes messages using various communication means regardless of time and place by using the core element technology of the UMS server, such as character recognition such as optical character recognition and fax, and converts them into data. 4) can greatly increase the communication efficiency of complaints (1) and speed up the process of complaints.

In addition, when confidentiality is required when using a character or a document, the packet is encrypted and transmitted.

Here, packet encryption is a work that is literally changed into a cipher, and by encrypting the packet, information leakage through sniffing can be prevented, and unwanted third-party manipulation can be prevented.

The billing server 110 is a server in which the civil petitioner 1 consults with a professional counselor for the civil service of the local government and stores the number of civil complaints stored in the UMS server 100 and adds a consultation fee to the local government.

In order to calculate the exact amount, the billing server 100 is largely classified into five types to determine the cost. Counselor's seat, shared seat, more than a certain time, fixed seat, less than a certain time, discount seat, UMS use cases.

If the counselor is a fixed seat, the counseling time of the professional counselor is clearly defined, which means that he / she works and pays for that time unconditionally. .

In addition, if the fixed time is more than a certain time, if the counselor consults over a certain time, it is paid to the counselor as much as the cost paid from the fixed seat, and if it is less than a certain time, the counselor will literally It means that the cost of payment is lowered in proportion to not being exceeded for a certain time.

The number of UMS pays the counselor as much as the number of consultations inquired through the UMS server (100).

These costs are charged to the local government, which pays them to the civil consultation center or pays them directly to the professional counselor.

The relay server 120 transmits the call forwarding information from the local government to the Civil Comprehensive Consultation Center, thereby allowing the professional counselor to receive the information of the civil affairs.

Here, call forwarding refers to a call forwarding service, and a professional counselor can automatically receive basic counseling information as well as his / her counseling history using a resident database formed in local governments, and can provide professional counselors with predictable services based on this. Counselor (4) can provide better civil service to the complainant (1).

The network transmits or receives information from the agent database, registration authentication server, IVR server, and call connection server to the information server.

Figure 3 is a view for explaining the certification and registration of retired civil servants in the civil counseling center system consisting of professional counselors according to the invention retired civil servants.

As shown in the figure, the configuration is registered as a professional counselor registration authentication server 10 for registering and registering the retired civil servants and the agent database 20 and the registration authentication server for storing the personal information of the registered retired civil servants and It is composed of a network that interconnects the agent database.

In more detail,

The registration and authentication server 10 retires from a number of relevant ministries of local governments or agencies, and when a complaint is filed to a specific job group of a local government or institution, a retired civil servant who assists to perform the counseling process for a given job through a predetermined procedure. It is a server that receives authentication and registers with the local counseling group.

The prescribed certification procedure for registration as a professional counselor is the personnel management documents related to civil servants such as personnel record card, civil servant health card, pension card, retirement certificate, and career certificate submitted by the retired public official. Will be judged. Finally, if you pass this examination, you are registered as a professional counselor, and you are given the necessary user ID and password as a counselor.

In the case of the counselor database 20, it is authenticated with the registration authentication server 10 to store personal information such as user ID and password of a registered professional counselor in each region, counseling time of civil complaints, counseling number, etc. .

Here, the personal information includes the area, job group, age, and whether the counselor is a telecommuter or a center worker.

4 is a view for explaining a method of operating a civil counseling center composed of professional counselors according to the invention retired civil servants.

For simplicity, when a petitioner raises a complaint, the local connection step of connecting the representative phone number of the local government is connected (s10), the center connection step is connected to the Civil Comprehensive Consultation Center by the automatic call to the local exchange (s20), and the voice guidance Complaint guide service step (s30) to provide services, Complaint input step (s40) to enter details such as personal information personal complaints through the complaint guidance voice service, counselors to search the local professional counselors based on the input information It consists of a search step (s50) and the call connection step (s60) is connected to a professional counselor of the center.

The method may further include an information providing step of providing the information of the complaint to the general counselor, an information input step of inputting contents of consultation with the complaint, a UMS transmission step and a billing step.

In more detail,

The local government connection step (s10) is a step in which a civil servant connects to a local government by inputting a representative number of a local government and an institution using a telephone or a predetermined communication means to consult and inquire a complaint.

The center connection step (s20) is a step of connecting to the center exchanger of the civil service counseling center by automatic reception by the local exchange connected to the representative phone of the local government when the civil servant is connected by inputting the representative number of the local government.

In the civil information service step (s30), the center exchanger analyzes the calling party number information of the calling party and transmits it to the IVR server, so that the calling guide voice service related to the corresponding local government which is the calling party number area of the calling party is provided to the calling person.

In the civil complaint input step (s40), the civilian enters the details of the civil complaint by pressing a predetermined key button of the telephone, which is a communication means, in accordance with the civil complaint voice service.

Details here refer to personally identifiable information, including the departments involved in making complaints, the areas to be filed and the fields to be filed, and the registration number.

In the counseling search step (s50), the information inputted by the petitioner is transmitted to the information server. The information server detects in real time the connection status of the call of a professional counselor who is waiting for counseling or counseling in the corresponding area based on the input information. Step.

The counselor connection step (s60) is a step of automatically connecting the complaints to the call connection server of the local professional counselor waiting for consultation in the counselor search step.

The counselor connection step (s60) is divided into a professional counselor connected to an external or internal call connection server, in the case of the outside case is connected to a professional counselor who works at home without working in the Civil Comprehensive Consultation Center. On the contrary, it refers to a counselor who works at the Civil Consultation Center, not at home. When all external professional counselors are in consultation, they are automatically connected to an internal professional counselor, and vice versa.

As such, the professional counselor of the present invention summarizes the operation method of the civil complaint counseling center consisting of retired civil servants,

When a civilian calls a local government by using a telephone to inquire a complaint, the local government exchange is connected automatically to the center exchange center of the civil counseling center.

The center exchanger is responsible for delivering the caller number of the civil service, which is input through the municipal exchanges installed in a plurality of local governments, to the IVR server formed in the general counseling center, and the IVR server analyzes the caller number area of the petitioner. Local voice guidance service is provided.

The complainant enters information related to a prescribed complaint in accordance with the voice service of the local government, and then searches for a specialized counselor for the relevant area in the information server based on the entered information and connects it through the call connection server of the expert counselor who is waiting for counseling. Will be.

On the other hand, it characterized in that it further comprises an information providing step, the information input step for inputting the consultation content with the complaints, the UMS transmission step and the charging step.

The information providing step is a step of receiving information from the information server through the agent pop of the complaints general counseling center to a professional counselor connected to the complaints.

Agent pop of the information providing step is divided into internal, external, and public, which is divided into what is provided to the center counselor or at-home counselor and public office staff, the information of the complaints provided to each counselor are all provided the same.

The information input step is a step in which the professional counselor records the counseling contents while consulting with the civil affairs or transmits them to an input and information server using a computer to systematically record and store the counseling history and civil affairs processing information.

Through the information input step, the Civil Complaint Counseling Center is able to systematically manage civil counseling, so that similar complaints can be processed immediately afterwards, and high quality civil service is available to civil complaints.

On the other hand, the UMS transmission step is to transfer the contents requested or inquired by the professional in the form desired by professional counselors.

That is, for example, a civil servant inquires a complaint using a fax, but if a professional counselor does not have a fax and wants to receive it by voice, the contents of the fax are converted to voice and transmitted to a professional counselor.

The UMS transmission step may prevent the third party from seeing or hearing using packet encryption.

In addition, the charging step is a step of charging the local government according to the number of consultations or a predetermined consultation time by a professional counselor.

5 is a view illustrating a process in which a retired civil servant according to the present invention is registered as a professional counselor.

The support step (a10) is a step in which a public official retired from a number of ministries of each local government or institution applies to the counseling group of the local government.

At this time, retired officials should submit enclosed documents related to where they work as public servants and in which fields they have served in public offices.

The registration step (a20) is a step of registering a retired civil servant who has passed the screening process of the support stage, and the manager of the Civil Comprehensive Counseling Center assigns the retired civil servant to the local counseling group, and assigns a predetermined user ID as a professional counselor. Will be given.

Thus, using the user ID, the retirement official can consult with the civil complaints connected through the system of the civil affairs counseling center. Based on this, the civil servant can consult with a professional counselor who has a higher quality of experience than a general counselor. As a result, better civil services are available.

In the above, the present invention has been illustrated and described with respect to preferred embodiments, but the present invention is not limited to the above-described embodiments, and does not depart from the gist of the present invention as claimed in the following claims, and thus, the general knowledge in the art Anyone with a variety of modifications are possible, of course, such modifications are within the scope of the claims.

As described above, the Comprehensive Civil Counseling Center system, in which the inventor's professional counselor consists of retired officials, absorbs retired civil servants who retire from local governments or national institutions as professional counselors, and provides better civil service to civilians. Local governments and institutions can effectively handle the complexities of each region's characteristics and civil affairs tasks, increasing the efficiency of civil affairs services.

In addition, the Civil Comprehensive Consultation Center unifies the civil counseling services of local governments and institutions in all regions, so that local governments and institutions in each region have their own civil complaint centers so that they do not have to waste money. It has the advantage of not being a financial waste.

In addition, the Complaint Consultation Center systematically manages the complaint consultation history and complaint handling results in each region, so if similar complaints occur in other regions, professional counselors can refer to them through search and handle civil services more quickly. In addition, there is an advantage that the integrated manager of the civil consultation center can be easily controlled and managed.

Claims (15)

In the civil counseling system that connects civil servants and counselors, After retiring from a number of relevant ministries of local governments or agencies, when a complaint is filed to a specific job group of a local government or agency, a retired official who is available for counseling in the job group is certified as a professional counselor by the local counseling group. Registration authentication server to register with; A counselor database that stores information of a professional counselor authenticated through the registration authentication server and registered in each region; A municipal exchange switch installed in each municipality and connected to a center exchanger installed in a general counseling center that provides a civil counseling system by automatic call when a civilian in a specific region inquires a representative number of the local government by a predetermined communication means; A center exchanger that collects caller number information of all complaints delivered through each local exchange and transmits it to the IVR server of the general counseling center; Analyzes caller number information of a plurality of complaints provided by the center exchanger, and provides to the complaints by voice a predetermined guide information service related to the corresponding local government of each originating area, and to the complaints entered by the complaints in accordance with the guide information service. An IVR server for transmitting related details to an information server and retrieving the counseling history and counseling results of the complaints from the information server after the complaint consultation; Call connection server that connects to the retired civil servants, professional counselors of the local counseling group that can consult with the complaints through the voice service; An information server for storing the details of the caller's number and the details entered for the complaint and providing the counseling history and the counseling results to the counselor or the complaint, and grasping the connection status of the complaint in real time; And A network for transmitting the information of the agent database, registration authentication server, IVR server and call connection server to the information server; Comprehensive counseling center system consisting of professional counselors retired civil servants, characterized in that it comprises a. The method of claim 1, wherein the counselor database, A professional counselor comprising the personal ID information such as the user ID and password inputted by the application for joining the retirement officer, the consultation time with the civil servant, the number of consultations, and the corresponding area and occupation of the counseling group; Comprehensive civil consultation center system. The method of claim 1, wherein the details of the IVR server, Complaints by selecting a specific key button of the communication means in accordance with the predetermined voice guidance service, proceeding the guidance service; civil counseling center system comprising a professional counselor consisting of retired civil servants. The method of claim 1, wherein the call connection server, Comprehensive counseling center system consisting of a professional counselor consisting of retired civil servants, characterized by being divided into an internal call connection server that connects regional center counselors and an external call connection server that connects regional home counselors. The method of claim 1, The phone number of the complaints and a plurality of complaints information received from the information server is provided to the counselor for more smooth counseling, after the consultation agent pops to transmit the counseling history and complaints processing information to the information server; Comprehensive counseling center system consisting of retired civil servants. The method of claim 5, wherein the agent pop, Internal agent pops that provide information about the complaints to the expert counselors at the Comprehensive Consultation Center, external agent pops that provide professional counselors who work from home, and public agent pops that provide information about the complaints to the officials directly. Comprehensive consultation center system consisting of retired civil servants with professional counselors, characterized in that divided. The method of claim 1, Recording server for recording the content of complaints and the conversations of the counselors raised by the complaints; Comprehensive counseling center system consisting of professional counselors, retired civil servants, characterized in that it further comprises a. The method of claim 1, Using a universal telephone network (PSTN) to the voice, fax messages, as well as e-mail provided on the Internet UMS server that can operate different messages in a single mailbox regardless of location, time, terminal; Comprehensive civil counseling center system consisting of retired civil servants. The method of claim 8, wherein the UMS server, A packet counseling system comprising a professional counselor consisting of retired civil servants, characterized in that the packet encryption of documents that require confidentiality. The method of claim 1, A professional counselor comprising retired civil servants, comprising: a billing server that manages the necessary information about the civil counseling costs of the local government or the relevant institutions by storing the time counseled by the professional counselor for each local government. Comprehensive Counseling Center System. The method of claim 1, Specialized counselor further comprises a relay server that receives the information of the complaints through the information server, if the caller number (Call Forwarding) in connection with the exchange of the specific municipality and institution has the counseling history information; Comprehensive consultation center system consisting of retired civil servants. delete delete delete delete

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