KR100965090B1 - System and method for the call agent connection service using video information menu based on VRS - Google Patents

Abstract

The present invention relates to a system for providing an agent call connection service using a VRS-based video guide menu, and a method thereof, and more particularly, when a user calls a service representative number, after consulting a service menu as a video, the service is provided. The present invention provides a system and method for providing a call connection service for an agent using a VRS-based video guide menu for selecting a service menu to receive a voice call with a corresponding agent.

To this end, the present invention provides an agent call connection service system, comprising: an IMS device for connecting a user terminal to a VRS device with a video call so that a video guide menu provided by the VRS device is transmitted to the user terminal; The VRS device for transmitting the incoming call information about the counselor terminal corresponding to the service menu selected from the user terminal through the video call to the intelligent network device; And the intelligent network device for allowing the user terminal and the corresponding counselor terminal to be connected with a voice call through interworking with the IMS device based on the incoming information received from the VRS device.

VRS, service representative number, video guide menu, agent voice call, call transfer, voice call connection, video call (VRS line) discard

Description

System and method for providing agent call connection service using VRS-based video guide menu {System and method for the call agent connection service using video information menu based on VRS}

The present invention relates to a system for providing an agent call connection service and a method thereof, and more particularly, when a user calls a service representative number, the user selects a service menu to be consulted after receiving (providing) a service menu as an image. The present invention relates to a system for providing an agent call connection service using a VRS-based video guide menu and a method thereof for enabling a voice call with an agent.

Front-line businesses are building and operating call centers to meet the various needs and desires of their customers, to provide information on their products and services, and to resolve customer complaints / complaints. Inquiries / answers on service-related matters by voice call with the counselor in charge of the relevant work.

Hereinafter, the agent call connection service according to the prior art will be described.

In the prior art, a call center operated by an enterprise is constructed by an ARS system, and a call representative of a user side, which receives a service representative number such as '1588-XXXX' from a network operator, is connected to the call center. For example, the user calls '1588-XXXX' and wants to be consulted through an audio service menu flowing out through ARS (eg, "1 for service subscription, 2 for service complaints ..."). It checks the number of times and presses the phone button and waits for a call to connect with an agent.

On the other hand, in the call center, a large number of agents reside in order to answer calls of various contents from a large number of users, and in particular, an agent in charge of the corresponding task is configured at the call center for each service menu to handle and handle different service related queries of users. . For example, a group A staff member to respond to a user who has pressed [Service Sign-up] 1 of the aforementioned service menu and a group group member B staff member to serve a user who presses [service report inconvenience] 2 to a service menu are classified by job. In the ARS system, the voice call of the user who pressed 1 in the service menu is connected to the terminal of the A group representative.

By the way, in the prior art as described above, the call center is constructed only with the ARS system, and in particular, a service menu is provided to the user who calls the call center as an audio message.

That is, in the related art, the user has to wait for the service menu that he / she wants while continuously listening to the announcement (outgoing from the ARS system) flowing through the telephone speaker in order to check and check the service related matter. .

For example, when most users call a call center, they usually call to ask an agent about something unusual, such as unknown information from people around them or something they can't find through an Internet site operated by a business. In particular, the service menu regarding such matters desired by the user is composed at the rear end among the announcement information of the ARS system. In order to reduce the cost of operating a call center's ARS system and the cost of hiring an agent, this is intentionally sent to the end of the ARS announcement for a particular service menu, so that the user hangs up while waiting while listening to the ARS announcement. It is being led to For example, as most people have experienced, if I want to call a company's call center to cancel a service, I've kept listening to unnecessary ARS announcements to see how many numbers there are for this service termination. There was even an occasion when there was no ARS announcement with a number on service termination.

In summary, in the prior art as described above, users are not able to find a service menu related to a desired item through the ARS announcement and also cannot make a voice call with an agent regarding the service menu.

Recently, with the development of IT technology, a video-based video response system (VRS) system along with a voice-based ARS system has been developed.

Looking at the case of call center construction of the VRS system, when a user who has a video terminal calls the VRS service representative number, the user and the agent see each other's image by connecting the video call with the counselor's terminal of the call center. Inquiries and responses about the service can be made.

However, looking at the system configuration of the call center built with the VRS system as described above, the voice call dedicated service representative number for the user using the existing voice call and the video call dedicated service representative number for the user using the video call are at least two. Must have at least

In particular, the VRS system provides a video communication service between a user and an agent, and when a user who is burdened with the charges for using such a video phone wants to switch to a voice call, the VRS system uses a video call-to-voice call. There is no switching function. This is because the VRS system according to the prior art operates the voice call dedicated service representative number and the video call dedicated service representative number separately, so when the user wants to make a voice call with an agent, the user hangs up the video call and the voice call dedicated service representative number. There is a hassle to call again.

Accordingly, the present invention has been proposed to solve the above problems and to meet the above demands, and when a user calls the service representative number, the user wants to be consulted after receiving (providing) a service menu as an image. An object of the present invention is to provide an agent call connection service providing system and a method using a VRS-based video guide menu for selecting a service menu to make a voice call with a corresponding agent.

The objects of the present invention are not limited to the above-mentioned objects, and other objects and advantages of the present invention which are not mentioned can be understood by the following description, and will be more clearly understood by the embodiments of the present invention. Also, it will be readily appreciated that the objects and advantages of the present invention may be realized by the means and combinations thereof indicated in the claims.

In the system of the present invention for achieving the above object, in an agent call connection service providing system, an IMS for connecting a user terminal to a VRS device with a video call so that a video guide menu provided by the VRS device is transmitted to the user terminal. Device; The VRS device for transmitting the incoming call information about the counselor terminal corresponding to the service menu selected from the user terminal through the video call to the intelligent network device; And the intelligent network device for allowing the user terminal and the corresponding counselor terminal to be connected with a voice call by interworking with the IMS device based on the incoming information received from the VRS device, wherein the IMS device is provided from the intelligent network device. When the voice call is connected to the counselor terminal corresponding to the received information, the voice call connection response is received from the counselor terminal.

On the other hand, the method of the present invention, in the method for providing a call service of the counselor, the video call connection step of connecting the user terminal and the VRS device that provides the service in response to the service request from the user terminal; Transmitting a video guide menu to the user terminal through the connected video call; Confirming incoming information on the corresponding counselor terminal according to the selection of a specific service menu from the user terminal as a result of the image guide menu transmission; Connecting a voice call between the user terminal and the corresponding counselor terminal based on the checked incoming information; And discarding the video call that is previously connected as the voice call is connected between the user terminal and the counselor terminal.

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As described above, the present invention allows a user to receive a voice call with an agent corresponding to a video guide menu selected by the user after receiving a video guide menu through a video call (VRS line) through a voice call. It works.

In addition, the present invention, by performing the call transfer (voice call connection, video call (VRS line) discard) according to the user's selection of the video guide menu, the user is provided with the video guide menu and hang up again to make a voice call There is an effect that can eliminate the hassle.

In addition, the present invention by discarding the existing video call (VRS line) when the user is connected to the voice call to make a voice call with the agent, the effect of reducing the user's call charge burden for the video call There is.

In addition, the present invention has the effect that the user can easily and quickly find the desired service menu through the intuitive video guide menu to make a voice call with the agent compared to the method of selecting the service menu while continuing to listen to the existing voice announcements .

BRIEF DESCRIPTION OF THE DRAWINGS The above and other objects, features and advantages of the present invention will become more apparent from the following detailed description of the present invention when taken in conjunction with the accompanying drawings, It can be easily carried out. In the following description, well-known functions or constructions are not described in detail since they would obscure the invention in unnecessary detail. Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a configuration diagram of an embodiment of a communication network to which the present invention is applied.

As shown in Fig. 1, the communication network to which the present invention is applied is characterized in that the SoIP terminal 10 or the mobile communication terminal (3G terminal) 11 on the user side and the IP multimedia sub-system (IMS) network side of the user side are applied. IMS device, preferably soft switch (Octave-IMS / Octave-POTS) 21 and VoIP gateway (VoIP G / W) 22, and mobile communication switch (MSC) 31 on the WCDMA Network side. ), A VRS device 40 on the VRS dedicated network side, an intelligent network device 50 on the PSTN network side, and a counselor terminal 60 on the call center side.

The intelligent network device 50 of the PSTN network side includes a service control point (SCP) for driving service logic, an external interworking server (PINT) for interworking between the service control point located in the PSTN network and the VRS device 40; PSTN-INTernet service). On the other hand, the PSTN network side includes a local exchange (LE; Local Exchange, so-called local station) for accommodating the counselor terminal 60 of the call center side.

The VRS device 40 of the dedicated VRS network includes a multimedia processing module (IVVR; Interactive Video / Voice Response), content management and application, an application server and a management server for service scenario development / management. On the other hand, it is preferable that the application server of the VRS device 40 is always connected to the external interlocking server (PINT) of the intelligent network device 50 to provide the service proposed by the present invention. In addition, the application server of the VRS device 40 is preferably connected to the server of the customer company (for example, call center operation / agency) side of the service by a dedicated line.

The VoIP gateway 22 of the IMS network side performs an interworking function between the mobile communication switch 31 and the soft switch 21 of the mobile communication network side to provide a video call service to a user who makes a call to the mobile communication terminal 11. .

On the other hand, 'SoIP (Service over IP)' is a service commercialized by KT (KT) of Korea, based on wired and wireless Internet (IP network), such as telephone (wired, mobile, internet phone, etc.), Internet ( It is a convergence service that combines xDSL, optical LAN, wireless LAN, WiBro, etc., and multimedia services (content service, network address book service, widget service, etc.), and the 'SoIP terminal' which mentioned the terminal used for such SoIP. Let's define.

In the present invention, a soft switch when a user calls a service representative number (eg, '1588-XXXX', etc.) through a SoIP terminal 10 or a mobile communication terminal 11 (hereinafter, referred to as a user terminal). 21 connects the user terminal and the VRS device 40 corresponding to the service representative number through a video call (VRS line) so that the image guide menu provided by the VRS device 40 is transmitted to the user terminal, and the user receives the image. When the service menu to be consulted is selected from the guide menu, the VRS device 40 delivers the incoming information about the counselor terminal 60 corresponding to the service menu selected by the user to the intelligent network device 50, thereby providing the intelligent network device 50. And the soft switch 21 to connect the user terminal and the corresponding counselor terminal 60 by a voice call to enable a voice call between the user and the counselor. In addition, in the present invention, while the user terminal and the VRS device 40 is connected to the video call (VRS line) while attempting a voice call connection between the user terminal and the counselor terminal 60, between the user terminal and the counselor terminal 60 When a voice call is connected [when a call connection response is received from an agent terminal], the existing video call (VRS line) connected through the call transfer is discarded.

For example, in the present invention, when a user calls a service representative number, the service menu is provided as an image, and then a service menu for selecting a service menu to be consulted is provided to enable a voice call with the corresponding agent. will be. Preferably, in the present invention, when the user terminal and the VRS device 40 are connected by a video call (VRS line), only the video guidance menu is provided to the user instead of simultaneously providing the video guidance menu and the voice announcement to the user terminal. In the state where the user terminal and the counselor terminal 60 are connected by a voice call, only a voice call [telephone answering] between the user and the counselor is provided without providing a video guide menu. As such, the service proposed by the present invention will be referred to as "agent call connection service using the VRS-based video guide menu [hereinafter referred to as" service "]".

2A and 2B are diagrams illustrating an embodiment for showing a VRS-based image guide menu according to the present invention.

FIG. 2A illustrates a VRS-based video guide menu for a 'VRS banking service' according to the present invention, and FIG. 2B illustrates a VRS-based video guide menu for a 'VRS movie booking service' according to the present invention. Of course, the present invention may provide the user with a respective VRS-based image guide menu for various services such as a VRS banking service, a VRS movie booking service, as well as a VRS ticket booking service.

For example, through FIG. 2A, when a user wants to contact an agent about 'other services' using the VRS banking service, the user calls the service representative number of the VRS banking service, and thus the user uses his terminal. On the screen is provided with a video guide menu for the VRS banking service as shown in Figure 2a from the VRS device 40, the user selects other service menus using various multi-modal input means such as key buttons, mouse, touch, voice recognition, Subsequently, an agent call connection menu is selected from among sub-menus provided from the VRS device 40, and thus, a call is connected to an agent at a call center to make a voice call.

3 is a flowchart illustrating a method for providing an agent call connection service using a VRS based video guide menu according to the present invention.

When a user calls a service representative number (eg, '1588-XXXX', etc.) through the terminal 10 or 11 (301), the soft switch 21 is a VRS device corresponding to the user side terminal and the service representative number. 40 is connected to a video call (VRS line) (302). In this case, when the soft switch 21 has information on the service, for example, the reception information on the service representative number, the soft switch 21 directly checks the VRS device 40 corresponding to the service representative number to correspond to the video call of the user terminal. Connected to the VRS device 40. As another example, when the intelligent network device 50 has information about the service, for example, incoming information about the service representative number, the soft switch 21 may be configured as a VRS device corresponding to the service representative number. 40, the video call of the user terminal is connected to the corresponding VRS device 40 based on the information received from the intelligent network device 50 inquiries / responses.

Then, when the video call (VRS line) is connected between the user terminal and the VRS device 40, the VRS device 40 transmits a video guide menu to the user terminal through the video call (VRS line) (303).

Subsequently, as the user selects a service menu to be consulted from the video guide menu displayed on the terminal screen, the user terminal transmits the service menu information selected by the user to the VRS device 40. Notifying and requesting whether the VRS device is selected by the user] (304, 305), whereby the VRS device 40 receives the incoming information about the counselor terminal 60 corresponding to the service menu received from the user terminal. 50). Here, it is preferable that the incoming information about the counselor terminal 60 for each service menu is matched and stored in the VRS device 40 through a DB or the like in advance.

Then, the intelligent network device 50 transmits the incoming call reset information (request connection establishment request of the user terminal to the counselor terminal 60) to the soft terminal 21 (307), and accordingly the soft switch 21 The switch 21 attempts to connect a voice call to the corresponding counselor terminal 60 (308).

In response to the voice call connection response from the counselor terminal 60 as a result of the voice call connection attempt, the soft switch 21 connects the user terminal to the corresponding counselor terminal 60 by voice calls (309 and 310).

Preferably, the soft switch 21 attempts to establish a voice call connection between the user terminal and the counselor terminal 60 while the user terminal and the VRS device 40 are connected by a video call (VRS line), and the user terminal and the counselor. When the voice call between the terminals 60 is connected (when a call connection response is received from the agent terminal), the video call (VRS line) previously connected through the call transfer is discarded (311).

On the other hand, the method of the present invention as described above can be written in a computer program. And the code and code segments constituting the program can be easily inferred by a computer programmer in the art. In addition, the written program is stored in a computer-readable recording medium (information storage medium), and read and executed by a computer to implement the method of the present invention. The recording medium may include any type of computer readable recording medium.

The present invention described above is capable of various substitutions, modifications, and changes without departing from the technical spirit of the present invention for those skilled in the art to which the present invention pertains. It is not limited by the drawings.

1 is a configuration diagram of an embodiment of a communication network to which the present invention is applied;

2A and 2B are diagrams illustrating an embodiment for showing a VRS-based image guide menu according to the present invention.

3 is a flowchart illustrating a method for providing an agent call connection service using a VRS based video guide menu according to the present invention.

* Explanation of symbols on the main parts of the drawing

10, 11: user side terminal

21: soft switch

40: VRS device

50: intelligent network device

60: agent terminal

Claims (11)

delete In the agent call connection service providing system, An IMS device for connecting a user terminal to a VRS device with a video call so that a video guidance menu provided by the VRS device is transmitted to the user terminal; The VRS device for transmitting the incoming call information about the counselor terminal corresponding to the service menu selected from the user terminal through the video call to the intelligent network device; And And the intelligent network device for allowing the user terminal and the corresponding counselor terminal to be connected by voice call through interworking with the IMS device based on the incoming information received from the VRS device. The IMS device, Counselor using a VRS-based video guide menu which discards the previously connected video call in response to receiving a voice call connection response from the counselor terminal by attempting a voice call connection corresponding to the incoming call information received from the intelligent network device. Call connection service providing system. The method of claim 2, The VRS device, System for providing an agent call connection service using a VRS-based video guide menu, characterized in that only the video guide menu is transmitted to the user terminal in a state in which the user terminal is connected to the video call. The method of claim 3, wherein The VRS device, System for providing an agent call connection service using a VRS-based video guide menu, characterized in that the matching information to each of the counselor terminal for each video guide menu provided to the user terminal to match. The method according to any one of claims 2 to 4, The VRS device is provided for each customer, The IMS device, System for connecting a call using a VRS-based video guide menu, characterized in that for connecting the user terminal to the VRS device corresponding to the service representative number as a video call as the user terminal is connected to a specific service representative number. The method of claim 5, The IMS device, System for providing an agent call connection service using a VRS-based video guide menu, characterized in that it has incoming information about the VRS device corresponding to the service representative number. The method of claim 5, The intelligent network device holds the incoming information about the VRS device corresponding to the service representative number, The IMS device, Inquiry of the incoming information about the VRS device corresponding to the service representative number to the intelligent network device to receive a response, and provides a call connection service using the VRS-based video guide menu, characterized in that the user terminal connected to the VRS device by video call system. The method according to any one of claims 2 to 4, The user terminal, The VRS-based video guidance menu is provided with at least one of a key button multi-modal input means, a mouse multi-modal input means, a touch multi-modal input means, and a voice recognition multi-modal input means for selecting the video guide menu. Agent call connection service providing system. delete In the agent call connection service providing method, A video call connection step of connecting a VRS device for providing a corresponding service and the user terminal with a video call in response to receiving a service request from a user terminal; Transmitting a video guide menu to the user terminal through the connected video call; Confirming incoming information on the corresponding counselor terminal according to the selection of a specific service menu from the user terminal as a result of the image guide menu transmission; Connecting a voice call between the user terminal and the corresponding counselor terminal based on the checked incoming information; And Discarding the previously connected video call as the voice call is connected between the user terminal and the counselor terminal. Agent call connection service providing method using a VRS-based video guide menu comprising a. The method of claim 10, The user terminal service request process in the video call connection step is made by accessing a specific service representative number, The video call connection step, And a method of providing an agent call connection service using a VRS-based video guide menu, wherein the user terminal connects the user terminal with a video call to a VRS device corresponding to the service representative number.

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