KR100830705B1 - Auto Calling Portal System by Using Open-end Service Technology and Calling Method thereof - Google Patents

Abstract

The present invention relates to an automatic dialing portal system and an automatic dialing service method using the same.

The present invention includes a user system having an internet browser connected to a website, a telephone, a user client for transmitting a URL and a telephone number of the user connected via the internet browser; An existing web site having a web site server, a telephone system, and a first web client which performs some functions of the web site; And a counseling telephone information receiving module for receiving a URL or an agent's telephone number and a client's telephone number from the user client or the first web client, and a telephone network operator receives an automatic dialing request from his / her telephone network. It is equipped with an open service gateway installed to provide a service, an open service gateway access module to be interlocked, a counseling call list database that stores a corresponding agent telephone number for a URL, and a service processing module that processes billing and statistics. Automatic dialing portal server; characterized in that it comprises a.

Auto Dialing, Click-to-Dial, Auto-Calling, Web Client

Description

Auto Calling Portal System by Using Open-end Service Technology and Calling Method

1 is a block diagram showing an automatic dialing portal system using an open service technology according to an embodiment of the present invention,

2 is a flowchart illustrating a process of registering a website counseling phone number of an automatic dialing portal system using an open service technology according to an embodiment of the present invention;

Figure 3a is a flow diagram of an automatic dialing on a web site showing a case where the web site program is not modified using the automatic dialing portal system of the present invention;

3b is a flow chart of an automatic dialing on a web site showing a case where a web site program is modified using an automatic dialing portal system of the present invention;

Figure 3c is a flow chart of the automatic dialing on the web site through the procedure of the automatic dialing server of the present invention.

* Description of Signs for Main Parts in Drawings *

100: user system 103: user client

110: web site system 113: first web client

120: automatic dialing portal server 131: open service gateway

The present invention relates to an automatic dialing portal system and an automatic dialing service method using the same, and more particularly, to provide a click-to-dial service which is a kind of broadband integrated network (BcN) service in which an internet service and a communication service are converged. The present invention relates to an automatic dialing portal system that provides a click-to-dial service function to all web sites without changing the site program, and to an automatic dialing method using the same.

Currently, when a user (customer) has a question when searching a website, he / she directly presses the guidance telephone number, enters several selection numbers by ARS method, enters personal information such as social security number, and is connected with a counselor. This method provides counseling with specialized counselors and reduces the counseling time as counselors can consult while looking at the member's information.

However, the requesting counselor has to bear considerable inconvenience, such as making a phone call and entering member information, until the connection with the counselor, or there is a problem that the call time is considerably longer.

In addition, the consultation telephones of the website have a representative number and most of them have a professional counselor according to each web page or contents of the consultation. In this case, in order to provide the click-to-dial service function, each web page should be connected to a professional agent. Therefore, every web site or web page that is already implemented and operated must be changed for each web site in order to be called to the specialized agent. to be.

In addition, the customer authentication service and other Internet services using a high-security phone such as financial transactions caused the inconvenience of the customer or the user to directly call the service is not made.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned conventional problems, and is applicable to a customer service using a telephone call to a counselor of a website and a telephone in a financial transaction (hereinafter referred to as an automatic telephone). Automatic dialing portal system that can modify only the web client program, and does not modify the program of the existing web site at all, or provide the automatic dialing service to the counseling phone of all websites with slight modifications. The purpose is to provide an automatic dialing service method using the same.

Another object of the present invention is to provide an automatic dialing portal system capable of maintaining a high level of security in a customer authentication service and other Internet services during a financial transaction using a telephone, and an automatic dialing service method using the same.

In order to achieve the above object, the present invention provides a user system including an Internet browser connected to a website, a telephone, and a user client for transmitting a URL and a user's telephone number connected via the Internet browser; An existing web site having a web site server, a telephone system, and a first web client which performs some functions of the web site; And a counseling telephone information receiving module for receiving a URL or an agent's telephone number and a client's telephone number from the user client or the first web client, and a telephone network operator receives an automatic dialing request from his / her telephone network. It is equipped with an open service gateway installed to provide a service, an open service gateway access module to be interlocked, a counseling call list database that stores a corresponding agent telephone number for a URL, and a service processing module that processes billing and statistics. Automatic dialing portal server; provides an automatic dialing portal system using an open service technology comprising a.

In this case, another feature of the present invention is an automatic dialing service method using the automatic dialing portal system of claim 1, comprising: registering an agent telephone number of a URL to use an automatic dialing service on a web site; Calling a counselor through an automatic dialing function for the user to access a website and automatically dial a counselor; The user client recognizes this, checks whether the user is the first user according to the registration of the user's telephone number, and when the user uses the telephone number for the first time, registers the user's telephone number, stores it in the user system, and notifies the automatic web call to the first web client step; Sending a current URL to which the user is connected at the first web client to the user client; Sending, by the user client, the user's telephone number, the received URL, the telephone number, and the billing information stored in the user system to the portal server; Retrieving a counselor's telephone number corresponding to the received URL from a counseling telephone list database and transmitting it to a gateway access module to make a call between a counselor's telephone and a user's telephone; Transmitting, by the gateway access module, an open service API to the open service gateway located in a telephone network to perform automatic dialing; Connecting a call to a bilateral telephone through the telephone network in the open service gateway installed in the telephone network, and transmitting the result to the portal server, receiving the result from the gateway access module and sending the result to a service processing module; It provides a call connection state to the user and performing the functions necessary to operate the service, such as billing and statistical processing; provides an automatic dialing service method comprising a.

Hereinafter, with reference to the accompanying drawings will be described in detail the automatic dialing portal system and the automatic dialing service method using the same.

1 is a block diagram showing an automatic dialing portal system using an open service technology according to an embodiment of the present invention.

First, when the components of the automatic dialing portal system according to the present invention are largely divided, the user system 100, the web site system 110 applied to all web sites, the web address of a web site (URL: uniform resource locator, Hereinafter, an automatic dialing portal server 120 in which a database storing an agent's telephone number corresponding to a URL and a program providing a portal service resides, and is installed in a wired / wireless telephone network and is an open service (Open API: application programming interface). It is composed of an open service gateway (131) providing a).

In addition to accepting the website in the automatic dialing portal system, the automatic dialing service is provided in the second web client 141 mounted in the financial transaction customer authentication system using the telephone and other internet services using bilateral telephones such as messengers. The third web client 151 mounted in the system using the DD can be further configured.

The user system 100 includes an Internet browser 101 and a telephone 102 connected to a website, and transmits a URL and a user's telephone number from the user system 100 to the portal server 103. It consists of). The user client 103 is automatically downloaded when the user system 100 is connected to a web site, and the present invention is downloaded to an existing program that performs a function commonly used when accessing all the web site systems 110. It can be implemented by supplementing the additional function of. An example of a common function of a web site is an auto filling function that automatically fills in a blank space on a web page using existing data.

All existing web sites 110 include a web site server 111 and a call center system 112, and include a first web client 113 that performs some functions of the web site. The first web client 113 transmits the current URL that the user is viewing to the client or directly to the automatic dialing server, and performs the function commonly used for all existing web site programs. The program can be implemented by supplementing the additional functions of the present invention. Examples of commonly used functions of the web site include an auto filling function that automatically fills blanks in a web page using existing data, as in the user client 103.

The automatic dialing portal server 120 receives the consultation telephone information receiving module 121 for receiving the telephone number of the agent (URL or the telephone number of the agent) and the telephone number of the customer from the user client 103 or the first web client 113. , An open service gateway access module 122 that interoperates with an open service gateway 131 installed to make an incoming / outgoing call between a telephone network operator and an automatic telephone call request to his / her telephone network; The telephone number database 123, which stores the number, and a service processing module 124 for processing billing and statistics after performing the automatic dialing portal service.

When explaining the step-by-step automatic dialing service method implemented through the automatic dialing portal system through the present invention as follows.

2 is a flowchart illustrating a process of registering a web site consultation telephone number of an automatic dialing portal system using an open service technology according to an exemplary embodiment of the present invention.

First, register an agent's telephone number for the web address so that you can use the automatic dialing service on the website. In this case, the registering person can be the service operator of the present invention or the operator of the website. The agent phone number registration can be entered directly in the database with the web address and phone number, but can be registered through the operator client for convenience and efficiency. The operator client may be implemented by adding a counselor phone number registration function to the user client 103. When the operator PC connects to the web site to register the consultation call and selects "Register Automatic Phone Number" (S1), the URL currently being searched by the first web client 113 mounted on the server 111 of the web site is selected. Detect and send to the operator client (S2). The operator client receives the consultation telephone number from the operator (S3) and transmits the URL and the consultation telephone number to the portal server 120 (S4) and receives it from the service processing module 124 of the portal server 120 to the database. Save (S5).

3A and 3B are flowcharts illustrating an automatic dialing in a web site showing a case where a web site program is not modified and a case of modification using the automatic dialing portal system of the present invention.

The automatic dialing portal system of the present invention is somewhat different depending on whether or not to modify the web site program. First, a case of not modifying the web site program will be described.

When the general user accesses the website and automatically calls the agent, for example, when the user clicks two mouse buttons simultaneously (S11), the user client 103 recognizes this and registers the user's telephone number. Make sure you are the first user to use. At this time, when using for the first time, the user's telephone number is registered and stored in the user system 100 (S12), and the first web client 113 is notified of automatic dialing (S13), and the first web client 113 uses the user. Sends the current URL to which the user is connected to the user client 103 (S14), the user client 103 sends the user telephone number stored in the user system 100 and the received URL to the portal server 120. (S15).

On the other hand, in the case of modifying the web site program as shown in FIG. 3B, when the general user accesses the web site and clicks at the automatic dialing mouse click position in order to make an automatic call to the agent (S21), the first web client 113 makes a call. Recognizing this, the current URL to which the current user is connected is sent to the user client 103 (S22).

Accordingly, the user client 103 receives it (S23) and checks whether it is the first user to use according to the registration of the user's telephone number, and when it is used for the first time, the user's telephone number is registered and stored in the user system 100 (S24). If not the first time, and transmits the user phone number and the received URL stored in the user system 100 to the automatic dialing portal server 120 (S25).

Figure 3c is a flow chart of the automatic dialing on the web site through the procedure of the automatic dialing server of the present invention.

When the agent telephone information receiving module 121 installed in the portal server receives the automatic telephone call request from the user client 103 (parameter is a phone number, URL, and billing information), the agent telephone number corresponding to the received URL is selected. It searches from the database 123 and transmits it to the gateway access module to make a call between the counselor's phone and the user's phone (S31).

Then, the gateway access module 122 transmits the open service API to the open service gateway 131 located in the telephone network to perform the open service (automatic dialing) (S32). Here, the open service gateway 131 is a system that opens a network resource so that a communication service provider can use their network resources (exit / exit signal connection, etc.) to a third party (alias-specific communication service provider). Installed by operators. As such, the interface is defined as a standard Open API so that third-party operators can use the network resources, and their communication method is defined as a standard, and when the open service gateway receives the standard Open API, it performs the corresponding function and notifies the result. Do it. The open service API used here to carry out the functions of the present invention uses a TPC (Third Party Call) API, and the main parameters indicate the originating telephone number and which number to charge. It is billing method.

Meanwhile, the open service gateway 131 installed in the telephone network connects the call to the bilateral telephone through the telephone network (S33), and transmits the result to the portal server 120 to receive the result from the gateway access module 122. Sending to the service processing module to provide the call connection state to the user and performs the functions necessary for operating the service, such as billing and statistical processing (S34) and ends.

3C illustrates an example of the case of accepting a web site in an automatic dialing portal service, and otherwise, is as follows.

First, there is a risk of hacking and theft when encrypted information generated in the One Time Password (OTP) method, which is one of the customer authentication services, is used in financial transactions.However, the most secure method is to transmit encrypted information through a telephone line. It is recognized. In the OTP method using a telephone line, encrypted information is generated by a special dedicated telephone and transmitted as voice traffic encrypted with a password.

At this time, since the user has to make a phone call to the OTP authentication center in order to transmit the encrypted information, it is inconvenient, so that the second web client 141 mounted in the system of the OTP authentication center of the financial company instead of directly calling the customer. In the step of generating a bilateral telephone number (customer phone number and the phone number of the customer authentication system) from the customer information and sending it to the automatic dialing portal server, the bilateral telephone connection is performed by performing the Open API step (S32) of FIG. 3C. Give and report the result.

Second, in the case of providing an Internet service other than the web site, for example, in case of providing an automatic dialing while managing a contact in the messenger, the third web client 151 mounted in the same system as the messenger may be used. When the recipient telephone call is retrieved from the contact data and transmitted to the automatic dialing portal server, the process is performed by connecting the two phones by performing the Open API step (S32) of FIG. 3C and notifying the result.

In the present invention as described above, first, it is possible to provide automatic dialing through a portal server in a customer service system and other Internet services using a telephone in all web sites or a telephone in a financial transaction. There is an advantage.

Secondly, in the customer authentication system and other Internet services in the counseling telephones on all websites or in the financial transactions, it is possible to provide the convenience of the customer receiving the telephone call without the user dialing the telephone number directly.

Third, when a customer calls a customer service call on the web site, the customer can connect to a designated customer phone number for each web address, thereby eliminating the inconvenience of a customer entering a customer ID such as a social security number for customer authentication or information.

Fourth, in the counseling telephone system of the web site, eliminating the time for inputting the guidance broadcast and customer information during the consultation telephone, it is possible to reduce the telephone connection time by reducing the telephone connection time with the telephone communication network.

Fifth, in order to provide an automatic dialing service on a web site, it is not necessary to supplement the program of a web site that designates a designated counseling phone number for each web page. Therefore, it is necessary to provide an automatic dialing service with a designated agent without changing the web site program. It is possible.

While the invention has been shown and described with respect to preferred embodiments for illustrating the principles of the invention, the invention is not limited to the construction and operation as shown and described. Rather, those skilled in the art will appreciate that changes and modifications can be made to the present invention without departing from the spirit and scope of the appended claims. Accordingly, all such suitable changes and modifications and equivalents should be considered to be within the scope of the present invention.

Claims (8)

A user system having an Internet browser connected to a website, a telephone, a user client for transmitting a URL and a telephone number of the user connected via the Internet browser; An existing web site having a web site server, a telephone system, and a first web client which performs some functions of the web site; And, A counseling telephone information receiving module that receives a URL or an agent's telephone number and a client's telephone number from the user client or the first web client, and a telephone network operator receives an automatic dialing request from his / her telephone network and makes an incoming / outgoing call. An automatic telephone with an open service gateway installed for the purpose of connection, an open service gateway connection module for interworking, a counseling telephone list database storing corresponding agent telephone numbers for URLs, and a service processing module for processing billing and statistics. A dialing portal server; The first web client is an automatic dialing portal system, characterized in that for transmitting a current URL that the user is viewing to the client or directly to the automatic dialing server. The automatic dialing portal system of claim 1, wherein the user client is automatically downloaded when the user system connects to a web site. delete The automatic dialing portal system of claim 1, wherein the automatic dialing portal system further comprises a second web client mounted in a financial transaction customer authentication system using a telephone. The telephone system according to claim 1, wherein the automatic dialing portal system further comprises a third web client mounted in the system using the automatic dialing service in other Internet services using a bilateral telephone such as a messenger. Dialing portal system. In the automatic dialing service method using the automatic dialing portal system of claim 1, Registering an agent's telephone number of a URL to use an automatic dialing service on a web site; Calling a counselor through an automatic dialing function for the user to access a website and automatically dial a counselor; The user client recognizes this, checks whether the user is the first user according to the registration of the user's telephone number, and when the user uses the telephone number for the first time, registers the user's telephone number, stores it in the user system, and automatically notifies the first web client to make a call. step; Sending a current URL to which the user is connected at the first web client to the user client; Sending, by the user client, the user's telephone number, the received URL, the telephone number, and the billing information stored in the user system to the portal server; Retrieving a counselor telephone number corresponding to the received URL from a counseling telephone list database and transmitting it to a gateway access module to make a call between a counselor telephone and a user telephone; Transmitting, by the gateway access module, an open service API to the open service gateway located in a telephone network to perform automatic dialing; Connecting a call to a bilateral telephone through the telephone network in the open service gateway installed in the telephone network, and transmitting the result to the portal server, receiving the result from the gateway access module and sending the result to a service processing module; Providing a call connection state to a user and performing functions necessary for operating a service such as billing and statistical processing; and an automatic dialing service method. In the automatic dialing service method using the automatic dialing portal system of claim 1, Registering an agent's telephone number of a URL to use an automatic dialing service on a web site; Calling a counselor through an automatic dialing function for the user to access a website and automatically dial a counselor; The user client recognizes this, checks whether the user is the first user according to the registration of the user's telephone number, and when the user uses the telephone number for the first time, registers the user's telephone number, stores it in the user system, and notifies the automatic web call to the first web client step; The user client receives this and checks whether the user is the first user according to the registration of the user's telephone number. If the user is used for the first time, the user's telephone number is registered and stored in the user system. Transmitting a user's telephone number, received URL, telephone number and billing information to the portal server; Retrieving a counselor telephone number corresponding to the received URL from a counseling telephone list database and transmitting it to a gateway access module to make a call between a counselor telephone and a user telephone; Transmitting, by the gateway access module, an open service API to the open service gateway located in a telephone network to perform automatic dialing; Connecting a call to a bilateral telephone through the telephone network in the open service gateway installed in the telephone network, and transmitting the result to the portal server, receiving the result from the gateway access module and sending the result to a service processing module; Providing a call connection state to a user and performing functions necessary for operating a service such as billing and statistical processing; and an automatic dialing service method. 8. The method of claim 6 or 7, wherein registering the agent's telephone number Accessing a web site to which a counseling telephone is to be registered in the operator system and selecting "registering an automatic telephone number"; Detecting a URL currently being searched by the first web client mounted on the server of the web site and sending the URL to an operator client; The operator client receives the consultation telephone number from the operator and transmits the URL and the consultation telephone number to the portal server; And, Receiving it from the service processing module of the portal server and storing it in a database.

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