KR100958924B1 - Network information providing system using caller id and method thereof the same - Google Patents

Abstract

The present invention relates to a system and method for providing network information using caller information.

According to the present invention, when each counselor of the corresponding customer center receives various requirements related to the use of the terminal from a plurality of clients, the counselor sends the network related information necessary for the client's complaint processing or information related to the various complaints processing to the client's terminal number, etc. After searching using as a key, the searched information is displayed on the terminal used by the counselor.

Through this, the counselors of the customer center can reduce the cost and time required to handle various complaints, and also allow clients (customers) to know their desired information immediately.

Caller information, network management information, failure / performance / security, complaint handling

Description

Network information providing system using caller information and its method {NETWORK INFORMATION PROVIDING SYSTEM USING CALLER ID AND METHOD THEREOF THE SAME}

1 is a diagram illustrating a schematic configuration of a network information providing system using caller information according to an embodiment of the present invention.

2 is a diagram illustrating a detailed configuration of a network information providing system using caller information according to an embodiment of the present invention.

3 is a flowchart sequentially illustrating an operation process of a network information providing system using caller information according to an embodiment of the present invention.

The present invention relates to a network information providing system and a method thereof, and more particularly, to a system and a method for providing information related to a network by using caller ID.

In recent years, with the rapid development of Internet services and the rapid rise of high-speed networks, Internet service providers provide various network-related information to relevant customers, ranging from information related to service quality to information related to failure conditions. However, in providing such network-related information, most network providers use their own customer centers, that is, disability complaints requested by each customer through a counselor in a customer center interconnected with a public telephone network (PSTN). Or provide network information.

The network management system is one of the systems (devices) used by counselors in such customer centers to handle complaints (or network information) of each customer.

Network Management System (NMS) is a computer system for supporting network management tasks. It collects and accumulates network status, alarms, and traffic data from exchanges, and calculates network management parameters and statistical data. Do this. In other words, through this role, not only network management information but also information related to management network failure, performance and security, etc. are provided to customer centers or counselors.

However, even in such a network management system (NMS), it is not easy for the security of the enterprise to provide the network resource status and all status to a large number of customers, and the waste of time and manpower according to such information provision is imagined. It will be more.

Therefore, there is an urgent need for a system and a method for providing a plurality of counselors to provide a network-related information that a customer wants without a waste of time and human resources when handling complaints.

 The technical problem to be solved by the present invention is to solve this problem, the network related information requested by each counselor to search and provide information related to various complaints processing using a client terminal number (CID) as a key key, This is to provide a network information providing system and method using the caller information to help the counselors of the customer center to reduce the cost and time required to handle various complaints.

The system for providing information related to the network to the counselor of the customer center for receiving and processing complaints from the client according to an embodiment of the present invention for achieving this object,
A client manager to check whether the client terminal is registered with the caller information display service; A caller information acquisition unit for obtaining caller information including a name of the client and a terminal telephone number if the client terminal is registered in the caller information display service; Search for network information for receiving complaint request information from the counselor's terminal, and searching for fault and performance information related to a line of the client terminal or information related to the complaint processing based on the obtained caller information and the complaint request information. /Management; And a network information providing unit configured to display the disability and performance information related to the line of the searched client terminal or the information related to the complaint process on the terminal of the counselor.
On the other hand, the method for providing information related to the network to the counselor of the customer center for receiving and processing complaints from the client according to an embodiment of the present invention,
a) when the counselor of the customer center receives a complaint related to the use of the terminal from the client, obtaining caller information including the name of the client and the terminal telephone number; b) receiving civil request information from the counselor's terminal; c) searching for fault and performance information related to a line of the client terminal or information related to the civil processing based on the obtained caller information and the civil request information; And d) displaying the fault and performance information related to the line of the searched client terminal or the information related to the civil processing on the terminal of the counselor.
The method may further include checking whether the client terminal is registered in the caller information display service.

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On the other hand, according to an embodiment of the present invention, a recording medium including a method for providing network-related information to a counselor of a customer center that receives and processes various complaints related to the use of a terminal by a client,
a) a function of obtaining caller information including a name of the client and a terminal telephone number when a counselor of a customer center receives a complaint related to the use of a terminal from a client; b) receiving civil request information from the counselor's terminal; c) searching for fault and performance information related to a line of the client terminal or fault and performance information related to a line of the client terminal or information related to the complaint processing based on the obtained caller information and the complaint request information; And d) a function of displaying the fault and performance information related to the line of the searched client terminal or the information related to the various complaints processing on a counselor terminal of the customer center.
DETAILED DESCRIPTION Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention. As those skilled in the art would realize, the described embodiments may be modified in various different ways, all without departing from the spirit or scope of the present invention. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention. Like parts are designated by like reference numerals throughout the specification.

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1 is a diagram illustrating a schematic configuration of a network information providing system using caller information according to an embodiment of the present invention.

As shown in FIG. 1, a network information providing system 100 using a caller information according to an embodiment of the present invention, aka network information providing / management server, is connected to a switch (calling side exchange 310) through a wired / wireless switching network 200. Interconnected, the switch 310 forms a structure connected to each of the plurality of client terminals (300). In addition, the network information providing system 100 forms a structure in which a plurality of customer centers 400 and a wired / wireless switching network 200 are connected or directly connected.

In this case, the client terminal 300 is connected to the wired or wireless telephone network 200, and includes a wired telephone or a cordless telephone for requesting the corresponding customer center 400 for various network-related information or requirements processing.

In detail, first, when a client requests various information or A / S processing related to a network using its terminal 300 to the corresponding customer center 400, the counselors of the customer center 400 who have received the request are requested. The received information is requested to the network information providing system 100 according to the embodiment of the present invention.

Then, the network information providing system 100 obtains the caller information such as the client terminal number and name from the switch 310 to which the client terminal 300 belongs, and then received by the counselor using the obtained caller information. Search for information about complaints right away.

Subsequently, the network information providing system 100 displays the searched information directly on the terminal used by the counselor in the customer center 400, thereby allowing the agent to immediately respond with reference to the searched information when handling a plurality of clients' complaints. Make sure

As such, the network information providing system 100 according to an embodiment of the present invention may prevent waste of time and resources of agents by providing a quick information search and real-time provision using caller information when processing various complaints of customer center agents. In addition, the client can also quickly know network information or various request processing items related to its own terminal.

Then, the network information providing system of this feature will be described in detail through the accompanying drawings.

2 is a diagram illustrating a detailed configuration of a network information providing system using caller information according to an embodiment of the present invention.

As shown in FIG. 2, the network information providing system 100 using a caller information according to an embodiment of the present invention (network information providing / management server) includes a client manager 110, a caller information acquisition unit 120, and a network. Information search / management unit 130 and network information providing unit 140 is included.

In detail, first, when a client requests network-related information or various processing matters to a counselor of the customer center 400 using his terminal 300, the client management unit 110 includes the client terminal 300. The exchange 310 checks whether the client has registered a caller ID display service.

When the caller information acquisition unit 120 confirms that the client has registered its terminal in the caller information display service, the caller information acquisition unit 120 receives caller information such as a client name and a terminal telephone number from the exchange 310 to which the client terminal 300 belongs. Acquire. In this case, the process of finding the caller information is not an operation process in the network information providing system, but an operation process in the corresponding exchange connected to the client terminal, and thus the detailed description thereof will be omitted.

Next, the network information retrieval / management unit 130 searches for network related information related to the client terminal 300 or information related to a civil complaint requested by the client by referring to the obtained caller information and the reception information of the corresponding counselor. As such, the network information retrieval / management unit 130 stores and updates information about the entire network and manages the information. Among these, only the information related to the reception information is received from the exchange 310. Search by default key value. That is, information related to failure and performance related to xDSL (x Digital Subscriber Line) is searched.

The network information providing unit 140 displays the searched network related information or information related to various processing items on the counseling terminal of the customer center 400 so that the counselors immediately refer to the information provided when handling the complaints of a plurality of clients. Allow customers to respond.

Then, the operation process of the network information providing system constituting such a structure will be described in detail with reference to the accompanying drawings.

3 is a flowchart sequentially illustrating an operation process of a network information providing system using caller information according to an embodiment of the present invention.

As shown in FIG. 3, when a client first requests a network related information or various processing matters from an agent of the customer center 400 using his terminal 300, the counselor provides network information necessary information during civil affairs processing. The system 100 will make a request.

Then, the network information retrieval / management unit 130 of the network information providing system 100 according to an embodiment of the present invention receives the request details (S310), and in this regard, the client management unit 110 includes the client terminal 300. Through the switch 310 to which the client belongs, it is checked whether the client has registered a caller information display service (S320).

Subsequently, when the caller information acquisition unit 120 confirms that the client has registered its terminal 300 in the caller information display service, the client name, the terminal telephone number, and the like are transmitted from the switch 310 to which the client terminal 300 belongs. Obtain the same caller information (S330). In this case, the exchange 310 may provide the extracted sender information by configuring the frequency shift keying (FSK) data.

Thereafter, the network information retrieval / management unit 130 searches for network related information related to the client terminal 300 or information related to a civil complaint requested by the client by referring to the obtained caller information and the reception information of the corresponding agent (S340). . That is, information related to failure and performance related to xDSL (x Digital Subscriber Line) is searched.

Thereafter, the network information providing unit 140 displays the searched network related information or information related to various processing matters on the counseling terminal of the customer center 400 (S350), thereby allowing the counselors to process the complaints of a plurality of clients. Use the information provided so that you can respond directly to the customer.

Thereafter, the network information providing system 100 checks whether there is an additional service request (S360), and if there is no additional service request as a result of the checking, the network information providing system 100 ends the provision of information to the corresponding customer center 400. On the other hand, if there is an additional service request, the aforementioned process is repeated.

As described above, in the embodiment of the present invention, the information provided to the counselor in the customer center has been described. However, this is not limited to the present invention, and in some cases, the information may be directly provided to a plurality of client terminals.

As described above, the network information providing system and the method using the caller information according to an embodiment of the present invention, the client terminal number (CID) to the key information (key) from the network-related information requested from each counselor to the information related to various complaints processing ) Is provided as a search value immediately. Through this, it is possible to prevent the waste of time and resources of the counselors, and also to allow the client to quickly know the network information or various requirements processing related to his terminal.

The drawings and detailed description of the invention are merely exemplary of the invention, which are used for the purpose of illustrating the invention only and are not intended to limit the scope of the invention as defined in the claims or in the claims. Therefore, those skilled in the art will understand that various modifications and equivalent other embodiments are possible from this. Therefore, the true technical protection scope of the present invention will be defined by the technical spirit of the appended claims.

Network information providing system and method using the caller information according to the present invention can be retrieved directly from the network-related information requested by a plurality of agents from the client terminal number (CID) as a key key value By providing afterwards, not only can the counselors of the customer center reduce the cost and time required to handle various complaints, but also clients (customers) can immediately know the information they want.

Claims (6)

In the system for providing network-related information to the counselors of the customer center that receives and processes complaints from clients, A client manager to check whether the client terminal is registered with the caller information display service; A caller information acquisition unit for obtaining caller information including a name of the client and a terminal telephone number if the client terminal is registered in the caller information display service; Searching for network information for receiving complaint request information from the counselor's terminal and searching for fault and performance information related to the line of the client terminal or information related to the complaint processing based on the obtained caller information and the complaint request information. /Management; And Network information providing unit for displaying the fault and performance information related to the line of the searched client terminal or the information related to the complaint process on the terminal of the counselor Network information providing system using the caller information comprising a. According to claim 1, The caller information obtaining unit, Network information providing system using the caller information, characterized in that obtained from the exchange to which the client terminal belongs. In a method for providing network-related information to an agent in a customer center that receives and processes a complaint from a client, a) when the counselor of the customer center receives a complaint related to the use of the terminal from the client, obtaining caller information including the name of the client and the terminal telephone number; b) receiving civil request information from the counselor's terminal; c) searching for fault and performance information related to a line of the client terminal or information related to the civil processing based on the obtained caller information and the civil request information; And d) displaying the information related to the disability and performance information related to the line of the searched client terminal or the complaint process on the terminal of the counselor; Network information providing method using the caller information comprising a. The method of claim 3, Step a) is Checking whether the client terminal is registered with the caller information display service; Network information providing method using the sender information further comprising. 5. The method of claim 4, Step a) is And obtaining caller information from an exchange to which the client terminal belongs. Claims [1] A recording medium comprising a method for providing network related information to an agent of a customer center that receives and processes a complaint related to a client's use of a terminal. a) a function of obtaining caller information including a name of the client and a terminal telephone number when a counselor of a customer center receives a complaint related to the use of a terminal from a client; b) receiving civil request information from the counselor's terminal; c) searching for fault and performance information related to a line of the client terminal or fault and performance information related to a line of the client terminal or information related to the complaint processing based on the obtained caller information and the complaint request information; And d) A function of displaying the fault and performance information related to the line of the searched client terminal or the information related to the complaint processing on the counselor terminal of the customer center. A computer-readable recording medium having a program recorded thereon.

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