KR100996700B1

KR100996700B1 - System, apparatus and method for providing mobile video contact center service

Info

Publication number: KR100996700B1
Application number: KR20080044822A
Authority: KR
Inventors: 허재회
Original assignee: 주식회사 제노웰
Priority date: 2008-05-15
Filing date: 2008-05-15
Publication date: 2010-11-25
Also published as: KR20090119028A

Abstract

Provided are a mobile video contact center service system, an apparatus, and a method thereof. The mobile video contact center service system of the present invention includes a switch for transmitting a video call setup request message corresponding to a called number received from a mobile communication terminal, and receiving a video call setup request message for mobile communication with a mobile video contact center service apparatus. And a mobile video contact center service apparatus for retrieving video data corresponding to a gateway and a called number connecting the first communication path between terminals and outputting the video data to a screen of the mobile communication terminal through the first communication path.

Mobile video contact center, video customer service, video terminal, overlay

Description

System, apparatus and method for providing mobile video contact center service

The present invention relates to a mobile video contact center service system, an apparatus, and a method thereof. The present invention relates to various video services such as a video customer center service and a video call service with an agent as a video service menu through video, voice, and text. The present invention relates to a mobile video contact center service system, an apparatus, and a method thereof.

The conventional call center is a telephone work space for handling orders, charge inquiries, inconveniences, customer support, etc., and often has an automatic response system (ARS) and a voice mail server (VMS) function. It was constructed using Interactive Voice Response (IVR) system.

Later, call centers used computer telephony integration (CTI) technology, which is a link between a telephone exchange and a computer, so that call and data can be managed simultaneously. For example, when a call is connected, information related to the caller's identity is displayed on the call center agent's PC.

The CTI call center is constructed by connecting a private branch exchange (PBX) with an automatic call distribution (ACD) function and a CTI server through a CTI link. It is composed of client / server type that integrates and manages automatic response system (IVR, Interactive Voice Response, ARS system), fax server, existing system and database as client.

Whereas a conventional call center supports only a simple voice call service in a circuit-switched system using a circuit network, a CTI call center is a voice call center operating over an Internet protocol (IP). It is also called an IP contact center because it can support various communication functions through the Internet such as e-mail and fax. The Internet network is a typical packet network, and can be called a packet-switched system.

However, the IP contact center has a limitation in that it does not support a mobile video terminal. In other words, 3G video call using H.324M is commercially available in WCDMA network which is a kind of circuit network, and it supports video customer center function and video counseling service by interworking circuit network and packet network. Although call center or contact center services are naturally required, a system for providing video customer service or video consultation service with a counselor has not been developed in accordance with 3G videophone service.

Accordingly, there is a need for a system and method for providing an efficient video counseling service by providing various services such as a video customer center service and a video call service with a counselor on a mobile communication terminal screen as a video service menu.

According to the present invention, a mobile communication user can view, hear, and read information provided by a mobile video contact center through a mobile terminal screen, and input his / her requirements into the mobile video contact center in various ways such as voice, video, and key touch. An object of the present invention is to provide a mobile video contact center service system, apparatus, and method.

The present invention also increases the convenience of using a contact center by allowing a mobile communication user or a mobile video contact center counselor to use a mobile video contact center service using multimedia contents such as video and video and various input / output methods. The purpose is to improve the quality of service and to induce the interest of customers by providing customized contents more efficiently.

The present invention also provides a low-cost, high-efficiency advertising / promotion method by inserting its advertisement image and text into a video service background, menu, mobile screen, etc. to an operator such as a company operating a mobile video contact center, and at the same time, the existing call center The purpose is to improve the corporate image by providing differentiated video services that could not be seen in the service.

The present invention can also generate profits to mobile operators through sales of customer center numbers (ie, customer center auto-connect numbers), increased video call revenue, revenue from information usage fees, and other new services in the video call market. Its purpose is to strengthen competitiveness compared to telecommunication companies and to activate 3G video call services.

In the present invention, the service guide image and the menu image are composed of separate templates, and a plurality of templates are overlaid to form a single image frame. An object of the present invention is to provide a mobile video contact center service system, an apparatus, and a method that alleviate the burden of producing and providing a guide video.

In order to achieve the above object, the mobile video contact center service method according to an embodiment of the present invention, the exchange step of transmitting a video call setup request message corresponding to the called number received from the mobile communication terminal to the gateway; (B) transmitting a response message to the gateway by a media signal processor that receives the video call setup request message from the gateway; (C) receiving, by the gateway, the response message and connecting a first call path between a mobile communication terminal and the media signal processor; And (d) searching for the image data corresponding to the called number by the media generator connected to the media signal processor and outputting the image data to the screen of the mobile communication terminal through the first call path.

In the mobile video contact center service method of the present invention, the video data is a video service menu in step (d), and in step (d), the media generator provides a video service menu on the screen of the mobile communication terminal. To this end, the method comprises the step of overlaying the service guide image and the menu image of the image data to configure the image service menu (d1).

On the other hand, the mobile video contact center service system of the present invention, a switch for transmitting a video call setup request message corresponding to the called number received from the mobile communication terminal; A gateway for receiving the video call setup request message and connecting a first call path between a mobile video contact center service device and the mobile communication terminal; And the mobile video contact center service device for retrieving video data corresponding to the called number and automatically outputting the video data to the screen of the mobile communication terminal through the first call path.

In addition, the mobile video contact center service apparatus of the present invention performs a processing function for a video call setup request for a first call connection with a mobile communication terminal or receives a control signal corresponding to an agent connection request from the mobile communication terminal. In one case, the media signal processing unit for performing a processing function for the control signal for the second call connection with the counselor terminal; A media generation unit for retrieving video content corresponding to a called number received from the mobile communication terminal and providing a video service menu on a screen of the mobile communication terminal; And a database manager that stores the image content.

According to the mobile video contact center service system, apparatus and method of the present invention, the following advantages are provided.

First, it provides an intuitive service interface to the user through the video customer center service, and increases the convenience of using the customer center by using the customer center service while the user sees, hears and reads on the mobile communication terminal screen. There is an advantage that can induce interest by providing customized content when using consultation.

Second, the video service menu is composed of a plurality of templates, so that whenever the existing video content is changed, it is necessary to regenerate the video with the menu attached, or reduce the unnecessary cost of reproducing all the videos with the menu attached when the menu is changed. It also has the advantage of achieving various entry into ASP business.

Third, by inserting an advertisement image and phrases in the video service background, menu moving screen, etc. to provide advertisement / publicity and differentiated video service, there is also an advantage to improve the image of the company.

Fourth, mobile carriers can generate profits through sales of customer center numbers, video call revenues, and information service revenues. In addition, they offer new applications based on video, enhancing competitiveness and activating 3G services.

Advantages and features of the present invention, and methods for achieving them will be apparent with reference to the embodiments described below in detail in conjunction with the accompanying drawings. However, the present invention is not limited to the embodiments disclosed below, but may be implemented in various forms, and only the embodiments of the present invention make the disclosure of the present invention complete and the general knowledge in the technical field to which the present invention belongs. It is provided to fully convey the scope of the invention to those skilled in the art, and the present invention is defined only by the scope of the claims. Like reference numerals refer to like elements throughout.

1 and 2 show a video call screen according to an embodiment of the present invention, Figure 3 shows a template for providing an overlayed video service menu.

1 illustrates a case of using a mobile video contact center of a mobile communication company, and a video call user presses a mobile video contact center representative number (15XX-0000) on a terminal keypad to make a video call connection to a mobile video contact center of a mobile carrier. When the request is made, the initial standby screen 102 is displayed.

The mobile carrier may use the initial standby screen 102 to promote new product terminals, provide information such as corporate image advertising, traffic, weather, securities, news, performances, recordings, movies, or perform push marketing or event guidance. Through this, it is possible to generate revenue such as information usage fee and advertisement fee (case 1; telecommunication company-> user-oriented service).

On the other hand, the lower left and the lower right of the initial standby screen 102 may be provided with an image area consisting of a separate frame, for example, the lower left image is the video call user's own image and the image at the lower right is on behalf of the video call user It may be a substitute image image to be transmitted.

The lower part of FIG. 1 shows a state where the initial standby screen is changed to a menu screen.

At the top of the menu screen, a service guidance image 104 of a contact center for a customer is played, and a contact center service menu 106 that the customer can select is provided (Example 2; User-> Telecommunication Service Direction Service). .

Here, the service guide voice for each service menu 106 may be provided together, and the service menu 106 is implemented as a browsing function like an internet browser, and a key mapping function for each menu is provided to select a menu. , Move, cancel, etc. functions may be provided. When the customer selects one of the service menus 106, the information is converted to the service guide image 104 corresponding to the corresponding service, and the information included in the guide image is provided to the customer in the form of video, voice, text, and the like.

In this service menu 106, it is essential that an agent connection is provided, and when a customer selects an agent connection, an image 108a of the agent is displayed at the lower left in a separate image frame. In this case, an image of the customer may be displayed on the lower right end, or an alternative image 108b set by the customer or the counselor may be displayed. The alternative video is provided by synchronizing the voice of the customer or the counselor to an image such as an avatar, and the method of providing the alternative video is already known in various ways, and thus description thereof will be omitted.

On the other hand, instead of the service guide image 104, information such as traffic, weather, securities, news, performances, recordings, movies, such as additional services such as surveys, push marketing, event guide, etc. may be provided. It can also generate revenue such as information usage fees and advertising fees.

Meanwhile, as shown in FIG. 2, a third party (eg, a company, an operator, a public institution, etc.) that is not a mobile carrier operates its own mobile video contact center or uses a mobile video contact center of a mobile carrier to provide a video counseling service. If you do, the customer dials the contact number of the contact center and makes a video call, and the service provider provides the customer with a video consultation service, for example, in-house promotion, insurance sales, home shopping, and product introduction. (Example 3; Service Provider-> Carrier-> User Oriented Service).

To this end, the service provider may produce and provide various image contents or multimedia contents synthesized with video and audio using, for example, an image production tool provided by a telecommunication company or a predetermined standardized image production tool.

On the other hand, the service provider can provide the existing call center services such as real-time inquiry on the order / delivery, account balance inquiry, card customer center as a video service, and provides the information selected by the customer with the corresponding video At the same time, the agent may consult with the customer while viewing the same screen as the customer. In this case, the image may be changed to an input screen 110 in which customer information may be input according to a menu selection instead of an image of the counselor or an alternative image. (Case 4; service of a user-> carrier-> service provider).

On the other hand, if the service provider creates a video by itself and provides a mobile video contact center service, the burden of creating and providing a new video is inevitable whenever the service video is changed or the menu configuration is changed. Since the content is produced in a single image frame, you must not only attach and produce menu images each time you produce video content, but also reconstruct the cost and inconvenience of reproducing all the videos to which the new menu configuration is attached if the menu changes. This was accompanied.

In order to reduce this disadvantage, the present invention proposes a structure in which the guide video 104 and the menu 106 are overlaid as illustrated in FIG. 3.

That is, as shown in FIG. 3, a template 1 for the guide video 104 part and a template 2 for the menu 106 part overlap each other to provide an image service. Therefore, only the template 1 needs to be produced to change the guide video 104, and only the template 2 needs to be produced to change the menu 106. Discomfort and associated costs can be reduced. By using the video content production tool in this manner, the service provider can produce various contents more conveniently and quickly to update the service contents. To provide one overlayed image by combining template 1 and template 2, after demuxing the media corresponding to templates 1 and 2, each template image is overlaid, and the plurality of overlayed templates Media muxing process is provided to provide an image as one image.

As described above with reference to FIGS. 1 to 3, when the user of using the video contact center service uses the video contact center service while viewing, listening to, and reading the screen of the mobile communication terminal, the convenience of using the contact center is increased, and the customer can be customized when using the video consultation. Providing content can induce customer interest. In addition, as a service provider, an advertisement image and phrases may be inserted into a video service background, a menu moving screen, etc. to perform advertisement / promotion, and to enhance the corporate image by providing a differentiated video service. In addition, mobile operators can generate profits through sales of customer center numbers, video call revenues, and information service revenues, and provide video-based new applications to enhance their competitiveness and enable 3G services. do.

The scope of this video contact service includes corporate marketing, distance education, educational counseling, remote complaint counseling, video counseling, shopping customer counseling, financial / corporate customer service center, and virtually any type of business. have.

For example, a mobile video contact center service system such as illustrated in FIG. 4 may be configured to implement various video contact services including cases 1 to 4. It will be described later in detail.

4 and 5 are configuration diagrams of a mobile video contact center service system and apparatus according to an embodiment of the present invention, respectively.

As shown in FIG. 4, the mobile video contact center service system includes a video terminal 402, an exchanger 404, and a home location register 406 (in the present invention, the home location register mainly performs a function of the called number management unit). Caller 406), gateway 410, mobile video contact center service device 420, CTI call center 430, and agent video terminal (VCA, Video, Client Agent) 440. It is configured to include.

Also, referring to FIG. 5, the mobile video contact center service apparatus 420 may include a web application server (WAS), a billing server, a customer information database, a network management server (NMS) included in an external network, It may be connected to a messaging server or the like.

4, the video terminal 402, the switch 404, and the called number management unit 406 are components of a circuit network such as a 3G-324M network provided for voice / video calls, and a mobile video contact center service device. 420, the CTI call center 430 and the agent video terminal 440 are components of an IP-based packet network such as the Internet network, and the gateway 410 converts the format of video / audio signals between the circuit network and the packet network. It connects the time division multiplexing (TDM) traffic of the circuit network and the real-time transport protocol (RTP) traffic of the packet network.

In FIG. 4, although the gateway 410 that performs format conversion of a circuit to packet is illustrated as a separate component, the circuit from the switch 404 in the mobile video contact service apparatus 420 of the present invention is illustrated. The media signal processor 421 may perform a format conversion function by directly receiving a signal (for example, performing format conversion by the media signal processor 421 on traffic of a circuit network input through the switch s / w). In another embodiment, the video terminal 402, the switch 404, and the called number management unit 406 may be components of a 3G packet network such as an IP multimedia subsystem (IMS). Format conversion of the circuit-to-packet is unnecessary, and packet traffic may be input to the media signal processor 421 of the mobile video contact service device 420 directly from the switch 404.

In summary, the mobile video contact service apparatus 420 of the present invention performs a function of linking traffic of a wireless circuit network such as a WCDMA network or a wireless packet network such as an IMS network to an IP network which is a wired packet network. Thus, video terminal 402 is a broad 3G terminal including WCDMA, wireless Internet, and HSDPA terminal.

4, the exchange 404 transmits a video call setup request message for the called number received from the video terminal 402 to the gateway 410. To do this, first, video call routing processing is performed on the called number. That is, when the user presses a telephone number of a service provider (ie, a video contact center operator) that provides a video answering service (customer center) service and a video counseling service, the exchange 404 receives a video answering number. Information about the routing node corresponding to the call is obtained through the called number management unit 406, and the video call is requested to the gateway 410 using the obtained information.

The called number management unit 406 registers and manages information on the video service data with the service provider CP. Service providers include legal entities, individuals, and value-added service providers. The service provider acquires the video auto-answer number, produces video content, and registers the video content in the database manager 424 of the mobile video contact center service apparatus 420. The video service data includes the video auto-answer number (called number) and the video service data. Information about the corresponding routing node.

The called party number management unit 406 performs a video call connection with the video answering machine number and searches for whether the corresponding video answering machine number is registered when the video answering machine number is received from the switch 404. . If the video answering machine number is registered, the called party number management unit 406 searches for a routing node corresponding to the video answering machine number and transmits it to the switch 404.

The gateway 410 performs system interworking with the mobile video contact center service apparatus 420. That is, the gateway 410 receives the video call setup request from the switch 404 and transmits the video call setup request to the media signal processor 421 in the mobile video contact center service apparatus 420. In addition, after receiving the result message and interworking with the mobile video contact center service apparatus 420, the video call setup is performed with the switch 404, and the video with the mobile video contact center service apparatus 420 is performed. The call path is connected through the video call setup between the terminals 402.

Hereinafter, each component of the mobile video contact center service apparatus 420 will be described.

The mobile video contact center service apparatus 420 provides a video terminal 402 with a video service such as a video customer center service or a video call service with a counselor as video data, voice, text, and image. In more detail, the image data may mean various types of multimedia such as image contents provided to the mobile communication terminal, images (images) of counselors, voice, text, images, and icons. The mobile video contact center service apparatus 420 may include a media signal processing unit (Media Siganling Server) 421, a media generator server 422, an image contents management server 423, and a database management unit ( Database Management Server (424), Network Attached Storage (425), and Operating & Maintenance (Operating & Maintenance) 426.

First, the media signal processing unit 421 receives a video call setup request (message) from the gateway 410 and processes it to make a call between the video terminal 402 and the mobile video contact center service device 420 through the gateway 410. Connect to (the first call). In addition, when the media signal processing unit 421 receives a control signal for connecting the CTI call center 430, the media signal processing unit 421 processes the same to establish a call path between the CTI call center 430 and the mobile video contact center service device 420 (secondary). To the currency). Therefore, the mobile video contact center service apparatus 420 receives the image of the counselor through the second communication path and transmits the video to the video terminal 402 through the first communication path.

The function of the media signal processor 421 includes the following functions. First, a video call setup request processing function and a CTI call center 430 and a mobile video contact to connect to a video terminal 402 and a mobile video contact center service device 420 based on a circuit network (ISUP / SIP). A control signal processing function for connecting a call path between the center service apparatuses 420 is performed. In addition, it performs an automatic call distribution (ACD) function, intelligent call routing (Intelligent Call Routing) function, and counseling channel management function according to the call path connection. In addition, the media signal processor 421 may provide a network interworking function and a media resource management function with various external servers such as a web application server (WAS), a message server (Messaging), and a billing server (Billing). have. Meanwhile, when the media signal processor 421 directly interworks with the 3G switchboard (IMX) 404, the media signal processor 421 interworks with an external network using an ISUP-based 3G-324M and is standard with other servers inside the mobile video contact center service apparatus 420. It is also possible to use its own protocol instead of the standard SIP protocol.

Next, the media generator 422 retrieves the video data corresponding to the called number from the database manager 424 and transmits the image data to the video terminal 402. In this case, the media generating unit 422 preferably overlays the service guide image and the menu of the image data to provide the image service menu on the screen of the image terminal 402 through the retrieved image data. do. See FIG. 3 for this.

In addition, the media generation unit 422 retrieves the video content corresponding to the menu selected by the video terminal 402 from the database manager 424 and transmits the video content corresponding to the menu selected by the video terminal 402 to the video terminal 402 (video customer center streaming). play). Therefore, the user may be provided with the video customer center service on the screen of the mobile communication terminal 402 through the first call path. In addition, the media generator 422 transmits the video of the counselor from the CTI call center 430 to the video terminal 402 to enable a video call between the user and the counselor. Here, the substitute image may be retrieved from the database manager 424 and transmitted to the video terminal 402 instead of the actual image of the counselor, and the substitute image may be transmitted from the video terminal 402 instead of the actual image of the user or may be transmitted from the database manager 424. The search may be transmitted to the CTI call center 430. The substitute image is provided by synchronizing the speaker's voice to an image such as an avatar, and a number of techniques are already known, and a detailed description thereof will be omitted.

Technically, the function of the media generator 422 includes the following functions. First, the main function is to receive and process video and audio based on the RTP protocol, and to detect and analyze key-tones by receiving a dual tone multiple frequency (DTMF) control signal. In addition, transcoding and encoding of video and audio may be performed, an overlay function (muxing / demuxing) on a video service menu, and recording of call contents of a user and an agent may be performed.

Next, the image content management unit 423 performs at least one function of registering, managing, and inspecting image content of a service provider (corporate, individual, additional service provider) and interworking with the database manager 424 to display the image content. The storage device 425 stores the data. The function of the image content manager 423 includes the following functions. First, a web interface (CASS interworking) interworking function is provided, image content profile (registration / view / delete) management, service provider profile (subscription / authentication / history) management, and image / character profile management are performed.

The service provider may register the content produced by the image content management unit 423 by using a standardized production tool or a production tool provided by a mobile company after accessing through a web interface, and the image content management unit 423 may be defined. The deliberation rule is applied to check whether the content has a prescribed format and content, and if appropriate, registers it in the database manager 424. To this end, the image content management unit 423 applies a data separation module (not shown) for classifying the content by data characteristics (audio, video, video, text, graphics, etc.) and the content classified by the data characteristics to the defined deliberation rule. It may include a data filtering module (not shown) for selecting whether or not the content having a prescribed format and content. The video content manager 423 may perform authentication of the service provider registering the content through the service provider's profile, and then manage the profile of the registered (video) content.

Next, the database manager 424 provides a function of storing the image data for the image service in the storage 425 and searching the stored data. In more detail, the image data may be meant to include various forms such as image contents provided to the mobile communication terminal, an image (image) of the counselor, voice, text, images, and icons.

Next, the storage device 425 integrates, stores and manages data distributed by each server (module), enables data sharing between the same or heterogeneous types, and performs high-speed data backup when necessary.

Next, the operation manager 426 performs overall operation and maintenance of each module in the mobile video contact center service device 420, and collects an operator GUI and collects billing, statistics, performance data, and the like. To this end, it may be linked with an external network management server (NMS).

Meanwhile, the CTI call center 430 (CTI / IP-PBX) is a component including an IP-based private switching system (IP-PBX) for supporting video call processing, and various communication such as VoIP, video call, e-mail, and fax. Support all features.

In addition, the counselor video terminal 440 (VCA; Video Client Agent) receives a video call through the CTI call center 430 and performs a video call with the user who requested the video consultation. The function of the counselor video terminal 440 includes the following functions. That is, a video call is received through the CTI call center 430 and a customized video guide service (CRM UI) is provided. In addition, it provides a function for searching / changing / transmitting contents for each customer and an inbound call function for 3G video call through a soft phone. The types of services provided through the counselor video terminal 440 include emergency rescue counseling, remote complaint counseling, shopping customer counseling, customer counseling such as finance / public institution / hospital, corporate marketing, and the like.

Hereinafter, a video call service through a video customer center service and an agent connection will be described in more detail with reference to FIGS. 6 and 7.

6 is a flowchart illustrating providing a video customer center service according to an embodiment of the present invention.

1) The exchange 404 performs the video call routing process on the called number (video telephone number) to obtain information about the routing node, and the routing for transmitting the number and other information necessary for video call processing and call setup. An initial address message (IAM) for the node (ie, video call setup request message) is sent to the gateway 410.

② Next, the gateway 410 transmits a Session Description Protocol (SDP) message, i.e., IVITE [SDP], to the media signal processor 421 for session establishment. The SDP describes a multimedia session, which includes information about the media stream, such as address, port, payload type, start time and end time.

③ Next, the media signal processor 421 receiving the IVITE [SDP] message transmits a 100 Trying message to the gateway 410 in response. The 100 Trying message is a message indicating that the SIP entity, ie, the media signal processing unit 421, which has received the IVITE [SDP] has received the message.

(4) The media signal processor 421 then transmits a 180 Ringing message to the gateway 410 indicating that the INVITE [SDP] message is successfully processed.

(5) Next, the gateway 410 transmits an ACM (Address Complete Message) message to the exchange 404 indicating that all the address information necessary for video call setup has been received.

(6) Next, the media signal processing unit 421 transmits a 200 OK [SDP] message corresponding to the final response message for the IVITE [SDP] message to the gateway 410, and sends a traffic connection request to the media generator 322. To send.

⑦ Next, the gateway 410 transmits an answer message (ANM) message, which is a final response message, to the exchange 404.

(8) Next, the gateway 410 sends an ACK message to the media signal processor 421 confirming that it has received the 200 OK [SDP] message.

⑨ The call path (ie, the first call path) is connected between the mobile communication terminal 402 and the media generating unit 422 of the mobile video contact center service device 420 through the principles of the above-described steps ①-⑧. If so, the media generator 422 retrieves the image data (initial standby screen and menu screen) corresponding to the called number and transmits the image data to the mobile communication terminal. In this case, preferably, the overlaid service guide image and menu may be configured as a video service menu and provided on the screen. At this time, muxing / demuxing technology of moving image is used to compose video service menu.

Next, when the user selects a predetermined menu from the main menu (video service menu) through the video terminal, the media generator 422 detects and analyzes DTMF tones, and then the corresponding image data is stored in the database manager 424. Search and send to the screen of the mobile terminal. In this case, the overlaid service guide image and menu may be provided on the screen, and image editing (muxing / demuxing) is performed for this purpose.

7 is a flowchart illustrating a video call service providing through an agent connection according to an embodiment of the present invention.

Ⓐ First, in a state in which a first call path is established between the user's video terminal 402 and the media generation unit 422 through the process of FIG. 6, the user clicks a key button for requesting an agent connection. If there is no prior customer center service prior to the video consultation procedure of the counselor, this step may be immediately performed by clicking the key button for the counselor connection request.

Ⓑ Next, the media generating unit 422 receives the control signal DTMF corresponding to the key button through the gateway 410, and correspondingly the call request signal (VCA connect Req) with the agent video terminal 440 (VCA). ) Is transmitted to the media signal processing unit 421.

Then, the CTI / IP-PBX 430 transmits a 100 Trying message to the media signal processor 421 in response.

Ⓔ IP-PBX 430 sends an IVITE [SDP] message to VCA 440,

The VCA 440 transmits a 100 Trying message to the IP-PBX 430 in response.

Ⓖ The VCA 440 also sends a 180 Ringing message,

The CTI / IP-PBX 430 transmits the corresponding 180 ringing message to the media signal processor 421.

Next, when the agent VCA is activated, the VCA 440 transmits a 200 OK [SDP] message corresponding to the final response message for the control signal to the CTI / IP-PBX 430.

The CTI / IP-PBX 430 transmits a 200 OK [SDP] message to the media signal processor 421.

Ⓚ the media signal processor 421 transmits an ACK message confirming that the 200 OK [SDP] message has been received to the CTI / IP-PBX 430 and a traffic connection request to the media generator 422,

The CTI / IP-PBX 430 transmits the corresponding ACK message to the VCA 440.

Call establishment according to the Session Initiation Protocol (SIP) protocol is completed between the VCA 440 and the mobile video contact center service apparatus 420 through the principles of the above-described steps.

Then, the user transmits the image data to the VCA 440 through the video terminal 402 or receives the image data from the counselor. Therefore, it is possible to receive a video service while performing a video call with a counselor.

8 illustrates a UI screen of a counselor video terminal for video consultation according to an embodiment of the present invention.

As shown in FIG. 8, the agent may check in real time the content information provided to the service user and the customer history information 802 of the service user through the video terminal (VCA) 440, the call connection state of the agent, the agent. Recorded information about the call, external retransmission (transfer), screen adjustment / video call function, etc. (804) can be provided, and provides additional information (806) such as caller terminal number / call connection time / total call time You can get it. In addition, an image 808 or a key button 810 of a counselor may be displayed in a predetermined region of the video terminal screen.

Meanwhile, although each component of the mobile video contact center service apparatus 420 is illustrated in the form of an independent server in FIGS. 4 and 5, these components may be configured as a kind of 'module'. The term 'module' refers to a hardware component such as software or a field programmable gate array (FPGA) or an application specific integrated circuit (ASIC), and each module performs predetermined roles designated by the present invention. However, modules are not meant to be limited to software or hardware. A module may be configured to reside on an addressable storage medium and may be configured to execute one or more processors. The functionality provided by the components and modules may be combined into a smaller number of components and modules or further separated into additional components and modules, thus the scope of the invention is the physical form of the components. It is not limited by.

Although embodiments of the present invention have been described above with reference to the accompanying drawings, those skilled in the art to which the present invention pertains may implement the present invention in other specific forms without changing the technical spirit or essential features thereof. I can understand that. Therefore, it should be understood that the embodiments described above are exemplary in all respects and not restrictive.

1 and 2 is a mobile phone video call screen according to an embodiment of the present invention.

3 is a template for providing an overlayed video service menu.

4 and 5 is a block diagram of a mobile video contact center service system according to an embodiment of the present invention.

6 is a flow chart of providing a video customer center service according to an embodiment of the present invention.

7 is a flowchart illustrating providing a video call service through agent connection according to an embodiment of the present invention.

402: video terminal 404: switchboard

406: called number management unit 410: gateway

420: mobile video contact center service device 421: media signal processing unit

422: media generation unit 423: video content management unit

424: database management unit 425: storage device

426: operation management unit 430: CTI / IP-PBX

440: agent terminal

Claims

(A) transmitting, by the exchange, a video call setup request message corresponding to the called number received from the mobile communication terminal to the gateway;

(B) transmitting a response message to the gateway by a media signal processor that receives the video call setup request message from the gateway;

(C) receiving, by the gateway, the response message and connecting a first call path between a mobile communication terminal and the media signal processor;

(D) outputting, by the media generation unit connected to the media signal processor, the image data corresponding to the called number and outputting the image data to the screen of the mobile communication terminal through the first call path;

(E) receiving, by the media generation unit, a control signal corresponding to a counselor connection request from the mobile communication terminal and transmitting the control signal to the media signal processing unit;

(F) setting a second call path with a counselor terminal through the CTI / IP-PBX in the media signal processor;

(G) performing, by the mobile communication terminal, a video call including counseling-related video data transmission including a video service menu with the counselor terminal through the first call path and the second call path,

In step (g), the provider of the video service menu is provided with a corresponding video production tool or a standardized video production tool provided by a mobile communication company to produce the video service menu (g1), and the media generator moves. In order to provide the video service menu to the mobile communication terminal after retrieving the image data corresponding to the called number of the communication terminal from the database management unit, each of the template 1 which is the service guide image of the image data and the template 2 which is the menu image, respectively. (G2) after the demuxing process of the corresponding media, overlaying each template image and muxing the media for providing the plurality of overlayed template images as a single image. Mobile video contact center service method.

The method of claim 1,

In the step (d), the video data is a video service menu, and in the step (d), the media generator provides a service guide image and a menu video among the video data to provide a video service menu on the screen of the mobile communication terminal. And (d1) overlaying to configure the video service menu.

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An exchange for transmitting a video call setup request message corresponding to a called number received from a mobile communication terminal;

A gateway for receiving the video call setup request message and connecting a first call path between a mobile video contact center service device and the mobile communication terminal; And

And a mobile video contact center service device for retrieving video data corresponding to the called number and automatically outputting the video data to a screen of a mobile communication terminal through the first call path.

The mobile video contact center service device,

After retrieving the image data corresponding to the called number received from the mobile communication terminal, demuxing the template 1, which is the service guide image, and the template 2, which is the menu image, respectively from the retrieved image data with corresponding media, A media generation unit which overlays a template image and muxes the template image to provide a plurality of overlayed template images as one image and provides the image service menu on the screen of the mobile communication terminal; And

The video call setup request message is processed and a response message is transmitted to the gateway to connect the mobile communication terminal to the first call through the gateway, and control corresponding to the request of the counselor terminal connection from the mobile terminal. A media signal processor configured to receive a signal, receive a response message to the control signal from the counselor terminal, and connect a second call path with the counselor terminal; And

An image content management unit including a data separation module for separating content including the image data by data characteristics and a data filtering module for selecting whether the content classified by data characteristics is content produced by a predefined image authoring tool Including, a mobile video contact center service system.

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The method of claim 6,

CTI / IP which receives a message for session connection from the media signal processor and transmits a response message thereto to the media signal processor, and transmits a response message for the control signal received from the counselor terminal to the media signal processor. A mobile video contact center service system further comprising a PBX.

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Performs a processing function for a video call setup request for a first call connection with a mobile communication terminal or when a control signal corresponding to an agent connection request is received from the mobile communication terminal. A media signal processor configured to perform a processing function on the control signal;

After retrieving the image data corresponding to the called number received from the mobile communication terminal, demuxing the template 1, which is the service guide image, and the template 2, which is the menu image, respectively from the retrieved image data with corresponding media, A media generation unit which overlays a template image and muxes the template image to provide a plurality of overlayed template images as one image and provides the image service menu on the screen of the mobile communication terminal;

An image content management unit including a data separation module for separating content including the image data by data characteristics and a data filtering module for selecting whether the content classified by data characteristics is content produced by a predefined image authoring tool ; And

Mobile video contact center service device including a database manager for storing the video content.

The method of claim 10,

The image content management unit performs at least one function of registering, managing, and inspecting the image content, and stores the image content in cooperation with the database management unit.

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The method of claim 11,

The mobile communication terminal is a 3G video terminal that communicates using a TDM / 3G 324M protocol using a WCDMA network, and the media signal processor performs circuit-to-packet transcoding for traffic. Service device.

The method of claim 11,

And the mobile communication terminal is a 3G video terminal communicating using an IMS network.