KR101399093B1 - Call center system using unified communication and call center service providing method using the same - Google Patents

Abstract

The present invention relates to a call center system using UC and a method of providing a call center service using the same. To this end, the call center system according to an embodiment of the present invention includes a plurality of Internet telephones connected to an in-house network and a plurality of computers connected to an in-house network, and each of the plurality of computers is provided with an MUC application for unified communication , The MUC application can control the operation of one registered Internet telephone among a plurality of Internet telephones. Also, the call sensor service providing method according to an embodiment of the present invention can integrate call control from the customer on the network using the MUC application, and can easily record the call content.

Description

[0001] CALL CENTER SYSTEM USING UNIFIED COMMUNICATION AND CALL CENTER SERVICE PROVIDING METHOD USING THE SAME [0002]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center system using unified communications (UC) and a method of providing call center service using the same, and more particularly, A call center system capable of performing operation control, call recording, and the like, and a call center service providing method.

The existing call center system distributes telephone calls from a customer through a private branch exchange (PBX) to a plurality of counselors, records the call history of the counselor at all times, records the recorded data, and uploads the recorded data to a separate server Were used. At this time, an ARS (Auto Response System) can be used interlockedly, and a private exchange and an answering system can be constructed as a single module.

In such a conventional system, the recording-only equipment is used as a module in combination with a private branch exchange or an answering system, and the number of telephones that this one module can cover is limited. For example, if a single module can cover 50 phones, a total of 10 modules must be present to record the conversations of the entire phone in order to cover a total of 500 phones.

However, in this system, if the total number of telephones is increased, the number of modules including the dedicated recording device must be increased, resulting in a cost increase.

Korean Patent Publication No. 10-2002-0075383

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problems, and it is an object of the present invention to efficiently control the operation of an internet telephone using a computer equipped with an internet telephone using VoIP and a UC (Unified Communication) application program, And a method of providing a call center service using the call center system.

To this end, the call center system according to an embodiment of the present invention includes a plurality of Internet telephones connected to an intra-company network, and a plurality of computers connected to the intra-company network, and each of the plurality of computers is provided with an unified communication And the MUC application can control the operation of one registered Internet telephone among the plurality of Internet telephone sets.

In addition, the call center system according to an embodiment of the present invention may further include a private branch exchange for distributing a telephone call from a customer to one of the plurality of Internet telephones.

The MUC application controls the calling, incoming, SMS transmission / reception, call exchange, call forwarding, and trilogy calling of the registered one Internet telephone, or a telephone call to the Internet telephone other than the registered one Internet telephone on the network It can be controlled to be pulled.

The MUC application may record the voice call content of the registered one Internet phone and store the voice call content in the storage device of the computer in which the MUC application is installed.

Further, the call center system according to an embodiment of the present invention further includes a storage server connected to the network, wherein each of the MCU applications uploads data stored in the storage device of the computer in which the MCU application is installed to the storage server can do.

Further, the call center system according to an embodiment of the present invention may further include a web server connected to the network, and the storage server may upload data stored in the storage server to the web server.

The MCU application can perform authentication using one or more of the IP address, the MAC address, and the telephone number of the registered one Internet phone.

The MCU application and the Internet phone can transmit and receive data in a UDP communication manner.

Wherein the MCU application constitutes an in-house address book by transmitting its information to the plurality of computers in a broadcasting manner via the in-house network, and each of the MCU applications transmits status information of a plurality of Internet telephones on the intra- And provide the user with the in-house address book information.

The in-house address book information may include call state information of the plurality of Internet telephones.

According to another aspect of the present invention, there is provided a method of providing a call center service, the method comprising the steps of: registering an Internet telephone of a plurality of Internet telephones in an MUC application installed in one of a plurality of computers; Authenticating the registered Internet telephone among the Internet telephones, and controlling the operation of the authenticated Internet telephone by the MUC application.

Wherein the step of the MUC application controlling the operation of the authenticated Internet telephone comprises: controlling the calling, receiving, SMS transmission / reception, call exchange, call transfer, and three-party calling of the registered one Internet telephone; And controlling to receive a telephone call from the Internet telephone other than the one Internet telephone.

In addition, the step of the MUC application controlling the operation of the authenticated Internet telephone may include the steps of recording voice call contents to the registered one Internet telephone, storing the recorded data in the storage And storing it in the device.

The method of providing a call center service according to an embodiment of the present invention may further include the step of each of the MCU applications uploading data stored in the storage device in which the MCU application is installed to a storage server connected to the intra- have.

According to another aspect of the present invention, there is provided a method of providing a call center service, the method comprising: the storage server uploading data stored in the storage server to a web server installed on the web.

The step of the MCU application authenticating the registered Internet phone among the plurality of Internet phones may include performing authentication using at least one of an IP address, a MAC address, and a telephone number.

At this time, the MUC application and the Internet phone can exchange data with each other using a UDP communication method.

According to another aspect of the present invention, there is provided a method of providing a call center service, the method comprising: constructing an in-house address book by transmitting information of the MCU application to the plurality of computers through a broadcasting method through the in- And each of the MUC applications providing the user with the in-house address book information including the status information of the plurality of Internet telephones on the in-house network.

The in-house address book information may include call state information of the plurality of Internet telephones.

In addition, a plurality of Internet telephones connected to an intra-company network according to an exemplary embodiment of the present invention, tangibly embodying a program of instructions executable by a digital processing apparatus to process data transmitted and received, The method comprising the steps of: registering an Internet telephone of one of the plurality of Internet telephones with the program; authenticating the registered Internet telephone among the plurality of Internet telephones; Controlling the operation of the telephone can be executed.

The step of controlling the operation of the authenticated Internet telephone may include recording voice call contents of the registered Internet telephone, and storing the recorded data in a storage device of the medium.

According to the call center system and the call center service providing method according to the present invention, a call center can be easily constructed at a low cost by using a computer and a network built in an existing building.

In addition, the MUC can be used to control integrated telephones on the network, easily record the conversation contents, and collect the data.

As a result, it is easy to build and service a call center that includes many lines of telephones without the need for expensive VMS, ARS, and complicated and recording equipment.

1 is a conceptual diagram illustrating an operation of a call center system according to an embodiment of the present invention.
2 is a schematic block diagram of a call center system according to an embodiment of the present invention.
3 is a diagram illustrating an architecture of an MUC application installed in a computer of a call center system according to an embodiment of the present invention.
4 is a conceptual diagram illustrating a flow of a signal between an MCU application and an Internet phone (IP phone) of a call center system according to an embodiment of the present invention.
FIG. 5 is a conceptual diagram illustrating a method of recording a call content in a call center system according to an embodiment of the present invention.
6 is a flowchart illustrating a call center service providing method according to an embodiment of the present invention.
7 is a conceptual diagram illustrating an in-house address book generation method of a call center system according to an embodiment of the present invention.
FIG. 8 is a conceptual diagram illustrating a method for sharing a call state of an Internet telephone registered in an in-house address book of a call center system according to an embodiment of the present invention.

Hereinafter, the present invention will be described in detail with reference to the accompanying drawings. It is to be understood, however, that the drawings and description are to be regarded as illustrative rather than limiting, and the present invention is not limited to the following embodiments.

1 is a conceptual diagram illustrating an operation of a call center system according to an embodiment of the present invention.

The present invention enables the effective control of the operation of an Internet telephone on a network and the recording of conversation contents using an Internet telephone and a computer using VoIP widely used instead of the public telephone network.

This utilizes the recently widely used VoIP technology, replacing conventional telephone technology based on a switching network such as the public switched telephone network (PSTN). The Voice Over Internet Protocol (VoIP) technology is a telephone technology based on a packet-switched Internet Protocol Network (IPN), which is also called an Internet telephone service. VoIP technology can be used in various forms through convergence with various data services provided through IPN as well as providing low-cost telephone service using IPN's existing infrastructure.

In addition, there is Unified Communications (UC) as a technology that becomes a current issue. Unified Communications is a service that integrates various communication means such as telephone, fax, e-mail, cell phone, messenger, video conferencing system into a single platform. This allows members of a company or organization to access all communication media at once. Since various communication means are integrated into one system, it is possible to perform more efficient work.

The present invention is characterized by providing a more efficient call center system and a method of providing a call center service by combining the Internet telephony system using the VoIP and the UC application and combining it with the call center system.

1, there is shown a MIM (Moimstone Unified Communication) application, an Internet phone (IP phone) 30 and a client (Client) 5 developed as a UC application program.

The MUC (25) application is a program name that refers to a UC application created by our company Moiststone, and refers to a program installed on a computer connected to the on-premises network using data packets using the protocol created by our company.

The MUC 25 can be programmed to be compatible with various operating systems such as Windows, Mac, Android, etc., installed in a terminal such as a computer, or downloaded from the Internet and installed in a computer.

The Internet telephone 30 is a telephone connected to an in-house network (for example, a LAN).

FIG. 1 shows an example in which dialing is performed to make a telephone call to the Internet telephone 30 using the MUC 25 installed in the computer, a telephone received to the Internet telephone 30 is received, a received telephone is transmitted to another telephone, A voice guidance is reproduced, or the contents of conversation with the customer 5 can be recorded.

The MUC 25 may have an interface as shown in FIG. 1, and may be configured to include a numeric address book for dialing, an address book, a dialing icon, a message icon, a call history icon, and the like. The detailed operation will be described in detail with reference to FIG. 2 and the following.

2 is a schematic block diagram of a call center system according to an embodiment of the present invention.

2, a call center system 7 according to an embodiment of the present invention includes a private branch exchange (PBX) 10, a plurality of computers 20 connected to an internal network such as a LAN, A plurality of Internet telephones 30, a storage server 40 connected to an in-house network, and a web server 50 connected via the Internet.

A private branch exchange (" 10 ") is an internal telephone exchange that automatically connects a telephone. Conventional private branch exchanges are widely used in a wide variety of applications, from public switched private branch exchanges that manually make all connections, such as call connection to an extension from a CO line, outgoing connection from an extension to a CO line, interconnection between extensions, a relays based on a mechanical contact switching system, (EPBX) with accumulation program control using microprocessor or IC memory.

PABX 10 may include a conventional PBX that distributes an existing public switched telephone network (PSTN) call and an IP PBX that is used on an IPN. In other words. It can receive calls from external customers over the public telephone network, or receive calls over the Internet. If the call is received through the public telephone network, the existing PBX device and the IP PBX device that distributes the call by connecting the same to the internal network (IPN) are all used.

Referring to FIG. 2, when a consultation telephone is received from n customers, the call is distributed through the private branch exchange 10 to one of a plurality of computers 20 and a pair of Internet telephones 30 through an intra-company network.

As shown in FIG. 2, a plurality of computers 20 and an Internet telephone 30 are installed in an in-house network, each of which is matched on a one-to-one basis so that one agent 20 can communicate with one computer 20 and a telephone 30 And supports the environment in which it is used.

In addition, a storage server 40 is connected to the intra-company network. As will be described later, the storage server 40 stores recorded call data.

The storage server 40 is again connected to the web server 50 through the web, that is, the Internet. The web server 50 also collects and stores the data stored in the storage server 40. Typically, the web server 40 acts as a storage device having a larger capacity than the storage server 40.

The call center system 7 according to the present invention as shown in FIG. 2 is provided with a MUC 25 as a UC application developed by the Company in each of a plurality of computers 20, And control of call and recording of the call are enabled, which will be described later.

3 is a diagram illustrating an architecture of an MUC application installed in a computer of a call center system according to an embodiment of the present invention.

As shown in FIG. 3, includes 'MUC API', 'Call Control', 'Record', and 'SndPlay' in addition to structures common to other general UC's. In addition, MUC PROTOCOL defined by the Company will be used to provide call control, record and voice guidance (SndPlay) while transmitting and receiving Internet telephone period data.

In the present specification, the interworking of the MUC 25 and the Internet telephone 30 will be described on the assumption that the two entities are in the same intra-company network, but it is also possible to make interworking with each other in the different networks.

The functions supported by the MUC 25 include registration of the Internet telephone 30, status display of the Internet telephone 30, call control of the Internet telephone 30, setting of the Internet telephone 30, Confirmation of the SMS of the Internet telephone 30, confirmation of the call log of the Internet telephone 30, voice recording, in-house address book configuration function, and BLF display function.

Table 1 summarizes the overall functions.

Item function Contents Enrollment Enrollment Register MUC on phone Unregister Registered on the phone
Unsubscribe from MUC Display phone status Call registration status Call Reg, Call Unreg SMS registration status SMS Reg, SMS Unreg Call progress Idle, Dialing, Busy
Ringing, Talk, Hold, Mute
Disconnect, Receive Call
Call Waiting ON / OFF Hook state On hook, Off hook Other phone status Restrict dial, duplicate currency Make a call Cancel dialing Get a call Call refused Phone hold Unhold phone Mute Second dialing Call exchange Call back (Attn) Call back (Blind) 3-way call Pulling Hang up Set up your phone Set CFA, DND, Volume
Confirm Phone status adjustment Audio device list
Hook Confirm SMS Send message Mark unread messages Inbox Outbox Call log All calls Outgoing call Incoming call Missed call Phonebook
Add, edit, delete Import Outlook Address Book Add-ons MWI Features Message Waiting
Indicator function Recording Call recording function Organization Address Book Organization Ability to automatically configure your corporate address book and
login status display function BLF display function In your corporate address book
Show your phone's status

Hereinafter, the functions defined in Table 1 will be described in detail.

*Enrollment

(1) Registration

The registration is a preparation process in which the MUC 25 informs the Internet telephone 30 that it is activated and can receive an event (an incoming call or the like) generated in the telephone later on, .

The ID and the password must be used for authentication when registering. The ID can use the telephone number of the telephone, and the password can be the user password of the telephone.

The Internet phone 30 may provide a page for registering (changing) the presence or absence of the MUC and the password on the web page, or may be configured to directly set it on the telephone.

(2) Cancellation of registration

The Internet telephone 30 does not transmit any event to the MUC 25 and does not perform any operation or response to the command of the MUC 25. [

* Phone status display

(1) Call registration status

And a function of indicating whether or not the Internet telephone 30 is registered in the call server. If it is not registered, the function such as dialing is disabled.

(2) SMS registration status

It indicates whether or not the Internet telephone 30 is registered in the SMS server. If it is not registered, the function such as sending a message is disabled.

(3) Call progress status

When the Internet telephone 30 is registered in the call server, the status of the Internet telephone 30 is displayed. The types of states displayed are shown in Table 2 below.

condition Explanation Idle A state without any call Dialing Attempting to dial Ringing Ringing state with successful dialing Talk Call status Mute Mute state LHold Held by yourself during a call RHold Held by an opponent during a call THold Pending status for TRANSFER during a call 3way 3-way call status Disconnect The phone has been disconnected Receive-Call Outside call Call-Waiting Second call in progress

(4) Telephone ON / OFF Hook status

Indicates the ON / OFF status of the Internet phone.

(5) Phone setup status

A CFA setting state and a DND setting state of the Internet telephone 30 are displayed.

96) Other Phone Status

condition Explanation Remarks Restrictdial The phone is in a restricted state Make calls on your phone
Occurs only when creating ipduplicate Detected duplicate phone IP address

*currency

(1) Dialing

You can dial using the dial pad or phone number.

(2) Hang up

End the call in progress.

(3) Cancel dialing

Cancels a call in progress.

(4) Receiving a call

I receive a call.

(5) Call refusal

Refuse the incoming call.

(6) Call holding

Hold the call in progress.

(7) Release call hold

Release the held call hold.

(8) Mute

Change to the mute mode from the call in progress.

(9) Unmute

Release the mute mode.

(10) Second dialing

Hold the current call and make a second call.

(11) Exchange of call

If two calls are connected, hold the active call and activate the held call.

(12) Call back (Attendent)

Connect the call currently in progress to another person (telephone). At this time, the Attendent can make a connection between the two parties by disconnecting the call.

(13) Call back (Blind)

Connect the call currently in progress to another person (telephone). At this time, Blind can connect the two by hanging up without making a call to the person who is back.

(14) Three-party call

Enables a three-way call if two calls are connected.

(15) Pulling

If a call is made to a telephone in the same group, the call is picked up using the pick-up call.

(16) DTMF

When the line is busy, the dial is transferred from the MUC (25) to the telephone.

* Phone settings

(1) Call Forwarding (CFA)

When a call comes in, it provides function setting and confirmation function to switch to the set number.

(2) Do Not Disturb (DND)

When a call comes in, it enables setting and checking of the reject function.

(3) Volume and microphone gain

And enables setting and checking of the volume and microphone gain value of the telephone.

* Phone status

(1) Check the supported audio device

Allows you to identify the type of audio device supported by your phone.

(2) Designation and confirmation of hook switch state

Specify and confirm the state of the hook switch of the telephone

* SMS

(1) Send a message

Create a message and send the message using the phone's message sending function.

(2) Display unread messages

Display if there is an unread message indication.

(3) Incoming message box

It supports message inbox, stores up to 100 messages, and deletes the first received message when it exceeds 100. At this time, only 100 are examples, and they can be changed to a desired value according to the setting, and they can be synchronized with the reception message box of the Internet telephone 30 or not.

(4) Outbox

Supports message outboxes, stores up to 100 messages, and deletes the first message sent when more than 100 messages are sent. At this time, 100 are only examples, and they can be changed to desired values according to the setting, and they can be synchronized with the outbox of the Internet phone 30 or not.

* Call log

(1) All currencies

Shows together the records of outgoing, incoming and missed telephones.

(2) Outgoing call

Record outgoing calls and store up to 1000 outgoing call records. Deletes the record that was sent when it exceeds 1000. At this time, 1000 is only an example, and the number of outgoing messages can be changed according to the setting of the user, and the outgoing call record of the Internet phone 30 can be synchronized or not synchronized.

(3) Incoming call

Records received calls, and can store up to 1000 received call records. Deletes the record that was received when the number exceeds 1000. Similarly, 1000 is only an example, and the number of received messages can be changed according to the setting of the user, and it is possible to synchronize with the incoming call record of the Internet telephone 30 or not.

(4) Missed call

Outgoing calls and incoming calls can store 1000 missed call records as well, and the missed call record that was stored first when the number is over 1000 is deleted. And may not synchronize with or synchronize with missed telephone records of the Internet telephone 30.

* Phonebook

Here, the telephone number refers to a list of conversation statuses and properties of a messenger program installed in the computer 20 from the viewpoint of the MUC 25. It may be synchronized with the telephone directory of the Internet telephone 30, or may not be synchronized.

 Add, edit, and delete

Add, edit, or delete phone books.

 Import Outlook Address Book

Import the Outlook address book data and update the MUC (25) phone book.

 Export Address Book

The function of exporting the telephone directory of the MUC 25 (list of conversation statuses and properties) can be used for backup purposes and the like.

*Add-ons

(1) MWI function

If there is a message in the voicemail box, it indicates that there is a stored message. It may be synchronized with or not synchronized with the MWI indication of the Internet telephone 30.

(2) Recording function

It is possible to record the conversation contents of the Internet telephone 30.

 DSS / BLF function

The BLF and the DSS function, which are the status display functions of the registered Internet telephone 30, are supported in the same manner in the MUC.

The MUC 25 used in the present invention provides the above functions and enables the agent to perform integrated control. At this time, the MUC 25 and the Internet phone 30 perform data communication using the UDP communication method.

In addition, the Internet telephone 30 permits only the connection of the MUC 25 on the same network as the default setting, and responds with an error to the connection of the MUC 25 existing in the other network. The default port may be set using 7531, and the MUC 25 may also set the IP address of the Internet phone 30. [

A packet applied to the present invention has a fixed structure so that the packet parsing process can be omitted. In order to facilitate debugging, all fields can be composed of a string including null characters.

Hereinafter, the structure of a packet applied to the present invention will be described in detail.

Among the packet formats applied to the present invention, the command packet and the response packet are as shown in the following table

Uses a shared packet structure.

Protocol Identifier (32 bytes) Version (4 bytes) Command (20 bytes) Sub Command (20 bytes) Reply (20 bytes) Error String (40 bytes) Sequence Number (8 bytes) Dial String (60 bytes) Display Name (60 bytes) Call ID (100 bytes) SMS Message (100 bytes) Sender Phone Number (60 bytes)

The packet structure is shown in detail in the table below.

Field name Explanation Protocol Identifier "StoneMate inter protocol" Version "001" Command Commands exchanged between two entities (eg INVITE, NOTIFY, etc.) Sub Command A subcommand that depends on the command being passed between two entities
(Example) PICKUP, HOLD, TALK, etc. Reply Command response (eg) ACK, OK, etc. Error String Error String if responding with ERROR Sequence Number The number sequentially assigned to the command Dial String Make or answer a call Display Name The display name contained in the INVITE of the incoming call Call ID Call ID assigned to outgoing or incoming call
** Used as a nonce value or password field in REGISTER SMS Message Message data when sending / receiving SMS Sender Phone Number The phone number of the message sender
* If it is blank, use the telephone number of the telephone

The field will be described in detail as follows.

 Protocol Idendifier

Quot; StoneMate inter protocol " or " Muc inter protocol " is used as a fixed value as a string indicating that it is an internal protocol between the MUC 25 and the Meetingstone Internet telephone 30.

 Version

Represents the protocol version as a three-digit string.

 Command

MUS 25 or Internet telephone 30 to the other party. The detailed structure of the command will be described later.

 Sub Command

It is a subcommand depending on the command. The detailed structure of the command will be described later.

 Reply

If it is a response to the command, it replies by filling the Reply field with the response string. At this time, the command and the sub command field use the command received from the other party as it is.

 Error String

If the response to the command is an error, it replies by filling in the character string defined in the error list.

 Sequence Number

An entity sending a command should use a different sequence number for each command. If the response is not received, the sequence number should be maintained for re-transmission. The entity sending the reply should use the sequence number of the received command.

 Dial String

At the time of sending / receiving, the other party's telephone number is filled in this field and transmitted.

 Display Name

If there is a Display Name at the time of reception, it is filled in this field and transmitted to MUC (25).

Call ID

When the call is received, the call ID of the received call (Invite Packet) is transmitted. When the call is made, the MUC 25 transmits the call ID without filling the value. When the NOTIFY (DIALING) send. This Call ID value can be used for all subsequent command packets related to the call being sent.

SMS Message

At the time of sending and receiving SMS, the data of the SMS message is filled.

Sender Phone Number

The phone number data of the message sender is filled. If it is blank, use the telephone number of the telephone.

The meaning of the command and response will be described in detail in the following table.

command command Sub Command Explanation QUERYALIVE None MUC inquires about the Alive status of the phone
All the phones that have received the packet MAC Only phones with matching MAC addresses respond IPADDR Only phones with matching IP addresses will answer PHONENO Only phones with matching phone numbers answer REGISTER None Register MUC on your phone UNREGISTER None Unsubscribe MUC from your phone INVITE SEND Make a call RECEIVE An incoming call HOLD Hold or Unhold Phone MUTE Mute or unmute TRANSFER Call back 3WAY 3-way call BLIND Blind Transfer PICKUP Pulling DTMF None DTMF transmission during a call RECORD Port number Request to record a call ACK None Receiving incoming calls DECLINE None Incoming call rejection BYE None Hang up NOTIFY CALLREG The phone is registered with the Call server. CALLUNREG The phone is not registered with the Call server. UNREGISTERD You can register at another MUC
Existing registered MUCs become unregistered SMSREG When the phone is registered with the SMS server SMSUNREG The phone is not registered with the SMS server. BUSY The other party is busy when dialing IDLE A state without any call DIALING Attempting to dial RINGING Ringing state with successful dialing TALK Call status LHOLD Held by yourself during a call RHOLD Held by an opponent during a call THOLD Pending status for TRANSFER during a call MUTE / UNMUTE Mute or unmute 3WAY 3-way call status DISCONNECT The phone has been disconnected RECEIVE Outside call 2NDRECEIVE Second call in progress MWI Notification that there is a message in the voicemail box MSGOK Notification that SMS message transfer was successful MSGERROR Notification that SMS message transmission failed SYSBOOTUP Notice that the phone has finished booting SYSREBOOT Notify that your phone is in the process of Rebooting RESTRICTDIAL Notification of outgoing (phone) rejection OFFHOOK Notify when phone is off hook ONHOOK Notice when the hook is on hook RECORD_ABORT Voice data transfer stopped IPDUPLICATE Notice that the IP address of the phone is duplicated. None Send or receive messages MESSAGE CFA Set up and verify call forwarding GET_CFG
SET_CFG DND Set up and confirm redirection RINGTONE_VOL Set and verify phone ringtone size HANDSET_VOL Set up and verify your handset volume HEADSET_VOL Set and verify headset volume SPEAKER_VOL Set and verify speaker volume HANDSET_MIC_GAIN Setting and checking of Hand sen MIC GAIN HEADSET_MIC_GAIN Set and confirm headset MIC GAIN SPEAKER_MIC_GAIN Setting and checking speakerphone MIC GAIN AUDIO_DEV_LIST See a list of audio devices supported by your phone GET_STATUS
SET_STATUS HOOK Hook switch ON / OFF setting and status check

answer answer Sub Command Explanation ACK N / A Receiving incoming calls OK N / A Response when command is processed normally ERROR N / A Response when command is not processed normally

List of error strings Error string Explanation Not Found If the user ID does not match Unauthorized Password is not correct Bad Request Invalid command or Sub Command Not Acceptable ACK is transmitted when there is no incoming call
When responding to commands that are not allowed in the current state Call Does Not Exist In response to an instruction for a nonexistent call Authentication Required In case of REGISTER requesting encrypted password Restrict Sending Call After setting an outgoing lock on your phone,
In response to a password request request Check Password If the wrong password is sent when checking the above password

The MUC 25 according to the present invention operates the call center system according to the present invention by transmitting and receiving the above packet structure to and from the Internet telephone 30. [

4 is a conceptual diagram illustrating a flow of a signal between an MCU application and an Internet phone (IP phone) of a call center system according to an embodiment of the present invention.

4, the MUC 25 may provide a voice guidance function and a voice recording function, and the Internet telephone 30 may include a MUX 31, 32, 33, a speaker 34, and a microphone 35 And is configured to be capable of transmitting and receiving voice data in a call with the MUC 25.

The MUC 25 delivers digital PCM data (e.g., voice announcement) to the MUX 31 and the MUX 32, which are delivered via the speaker 34 and sent over the network as RTP streams Lt; / RTI >

The voice of the talker received at the microphone 35 can be received by the MUX 32 and received by the MUC 25 and the RTP stream on the network can also be delivered to the MUC 25 via the MUX 33 .

At this time, since a signal input from the microphone 35 (for example, an agent's voice call) and an RTP stream received from the outside (for example, a customer's voice) are transmitted to the MUC 25 as RTP streams, Both data can be recorded together, or recorded separately.

FIG. 5 is a conceptual diagram illustrating a method of recording a call content in a call center system according to an embodiment of the present invention.

The call center system 7 according to the present invention is different from the conventional technology in that the MUC 25 is installed in each computer 25 and the call data on the in-house network is recorded using the MUC 25, It is possible to construct a call center with a simple configuration without providing a plurality of recording dedicated devices.

In other words, conventionally, counselors always use their own business computers and counseling telephones. Therefore, in this environment, only the MUC (25) program is installed in the computer 20 so that the call contents can be recorded and the data can be stored in a server .

5, a plurality of Internet telephones 30 and a plurality of computers 25 are built on an in-house network, a storage server 40 is built in an in-house network, It can be seen that the web server 50 is established by being connected to the network and the Internet.

At this time, each of the computers 20 and 30 is associated with one to one, and one Internet telephone 30 is registered in the MUC 20 installed in the computer 20, respectively.

When the customer makes a telephone call and an agent makes a telephone call, the MUC 25 installed in the computer 20 can record the conversation contents in a storage device such as the HDD of the computer 20. [

In this way, the contents of the call are stored in each of the plurality of computers 20, and the stored data can be uploaded to the storage server 40 on the network and collected.

Also, the collected data can be uploaded to the web server 50 on the web again. Web server 50 is the largest unit call center storage device and can be installed at a remote location.

In this way, since each agent can record the conversation using the MUC 25, there is no need to add a recording-only device that increases as the counselor increases, thereby reducing the cost. That is, since the computer of the agent is already built in the existing building, the MUC 25 is installed in the computer, and a call center capable of recording the contents of the call by simply installing a telephone using the protocol applied to the present invention Can be constructed.

At this time, the call record stored in each computer can be primarily stored in a server on the network, and can be stored secondarily in a web server on the web. Of course, a storage server of the network and a web server on the web may be alternatively configured.

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

In the call center service providing method according to an embodiment of the present invention, the Internet telephone is registered in the MUC application (S610). Of course, the MUC 25 should already be installed in the computer 30 by the user. In the registration process,

In step S620, the MUC 25 authenticates the Internet telephone 30 when data such as a call origination is received by using information such as the IP address and the MAC address of the registered Internet telephone.

When the authentication is completed, voice call data is received from the Internet phone (S640), and voice call data is recorded (S640).

At this time, the recording of the voice call data may be stored in a storage device such as a hard disk using the recording function already built in the computer 20 through the MUC 25 application (S650).

The data stored in the computer 20 can be uploaded to the storage server 40 on the in-house network (S660) and uploaded to the web server 50 on the web (S670)

7 is a conceptual diagram illustrating an in-house address book generation method of a call center system according to an embodiment of the present invention.

The in-house address book contains the information of the Internet telephones 30 on the network as information obtained by transmitting its own information between the MUCs 25 on the network.

That is, as shown in FIG. 7, when the MUC 25 is executed on the network, its information is broadcasted to all terminals on the network.

If there is no information received in the in-house address book, the status after the update is displayed in the in-house address book, and if the in-house address book contains the received information, the user can indicate that the user is logged in.

The command packet and the response packet share the packet structure as shown in the following table.

Protocol Identifier (32 bytes) Version (4 bytes) Command (20 bytes) Reply (20 bytes) Sequence Number (8 bytes) Phone Number (60 bytes) Person Name (60 bytes) Division Name (60 bytes) Status (20 bytes)

The specific meaning of the field is as follows.

Field name Explanation Protocol Identifier "Muc-Muc inter protocol" Version "001" Command Commands exchanged between Muc (eg) NOTIFY, etc. Reply In response to an instruction Sequence Number The number sequentially assigned to the command Phone Number Your phone number Person Name Your name Division Name Your department name Status Your status information (example) LOGIN

FIG. 8 is a conceptual diagram illustrating a method for sharing a call state of an Internet telephone registered in an in-house address book of a call center system according to an embodiment of the present invention.

BLF function refers to a function of transmitting call statuses received from the Internet telephone 30 to another MUC 25 and displaying the telephone status of users registered in the in-house address book in the MUC 25.

8, when a call is received from the private branch exchange 10, the Internet telephone 30 that has received the call transmits it to the MUC 25 of the computer 20. The MUC 25 broadcasts its information and call status to other MUCs 25 on the network in a broadcast manner. The structure of the packet to be used is similar to the in-house address book configuration method, and a field indicating the call status of the telephone can be added to the structure.

7: Call center system 10: Private branch exchange (PBX)
20: computer 16: internet telephone
40: storage server 50: web server

Claims (21)

A plurality of internet telephones connected to an in-house network; And
And a plurality of computers connected to the in-house network,
Each of the plurality of computers is provided with an MUC application for unified communication,
The MUC application controls the operation of one registered Internet phone among the plurality of Internet phones,
The MUC application controls sending, receiving, SMS transmission and reception, call exchange, call transfer, and three-party calling of the registered one Internet phone,
Wherein the MUC application establishes an in-house address book by transmitting its information to the plurality of computers in a broadcasting manner through the in-house network. The method according to claim 1,
Further comprising a private branch exchange for distributing a call from a customer to one of the plurality of internet telephones. The method according to claim 1,
Wherein the MUC application controls to receive a telephone call from the Internet telephone other than the one registered Internet telephone on the network. The method according to claim 1,
The MUC application,
Wherein the voice call content of the registered one Internet telephone is recorded and stored in the storage device of the computer in which the MUC application is installed. 5. The method of claim 4,
Further comprising a storage server coupled to the network,
Wherein the MUC application uploads data stored in the storage device of the computer in which the MUC application is installed to the storage server. 6. The method of claim 5,
Further comprising a web server,
Wherein the storage server uploads data stored in the storage server to the web server. The method according to claim 1,
Wherein the MUC application performs authentication using one or more of the IP address, the MAC address, and the telephone number of the one registered Internet telephone. The method according to claim 1,
Wherein the MUC application and the Internet telephone exchange data with each other using a UDP communication method. The method according to claim 1,
Wherein each of the MUC applications provides the user with the in-house address book information including status information of the plurality of Internet telephones on the in-house network. 10. The method of claim 9,
Wherein the in-house address book information includes call state information of the plurality of Internet telephones. A method for providing a call center service using a call center including a plurality of Internet telephones connected to an in-house network and a plurality of computers connected to the in-house network and each having an MUC application for unified communication,
Registering one of the plurality of Internet telephones in the MUC application installed in one of the plurality of computers;
Authenticating the registered Internet phone among the plurality of Internet phones by the MUC application;
Wherein the MUC application controls the operation of the authenticated Internet telephone, wherein the controlling of the operation of the authenticated Internet telephone by the MUC application comprises: the MUC application sending and receiving the registered Internet telephone , SMS transmission and reception, call exchange, call forwarding, and trilogy calling; And
And configuring an in-house address book by transmitting the MUC application's own information to the plurality of computers in a broadcasting manner through the in-house network. 12. The method of claim 11,
Wherein the step of the MUC application controlling operation of the authenticated Internet telephone comprises:
Further comprising the step of controlling to receive a telephone call to the Internet telephone other than the registered one Internet telephone on the network. 12. The method of claim 11,
Wherein the step of the MUC application controlling operation of the authenticated Internet telephone comprises:
Recording voice call contents to the registered one Internet phone; And
Storing the recorded data in a storage device of the computer in which the MUC application is installed. 14. The method of claim 13,
Wherein the MUC application further comprises uploading data stored in the storage device in which the MUC application is installed to a storage server connected to the intra-company network. 15. The method of claim 14,
Wherein the storage server further comprises the step of uploading the data stored in the storage server to a web server installed on the web. 12. The method of claim 11,
Wherein the MUC application authenticating the registered Internet phone among the plurality of Internet phones comprises:
And performing authentication using at least one of an IP address, a MAC address, and a telephone number. 12. The method of claim 11,
Wherein the MUC application and the Internet telephone exchange data with each other using a UDP communication method. 12. The method of claim 11,
Wherein each of the MUC applications provides the in-house address book information including status information of the plurality of Internet telephones on the intra-company network to a user. 19. The method of claim 18,
Wherein the in-house address book information includes call state information of the plurality of Internet telephones. 1. A call center service providing method using a call center including a plurality of Internet telephones connected to an in-house network and a plurality of computers connected to the in-house network and each having an MUC application for unified communication, In which a program of instructions executable by the digital processing apparatus is tangibly embodied and can be read by the digital processing apparatus,
Registering one of the plurality of Internet telephones in the MUC application installed in one of the plurality of computers;
Authenticating the registered Internet phone among the plurality of Internet phones by the MUC application;
Wherein the MUC application controls the operation of the authenticated Internet telephone, wherein the controlling of the operation of the authenticated Internet telephone by the MUC application comprises: the MUC application sending and receiving the registered Internet telephone , SMS transmission and reception, call exchange, call forwarding, and trilogy calling; And
Wherein the MUC application executes a step of configuring an in-house address book by transmitting its information to the plurality of computers in a broadcasting manner through the in-house network. 21. The method of claim 20,
Wherein controlling the operation of the authenticated Internet telephone comprises:
Recording voice call contents of the registered Internet telephone; And
Further comprising the step of storing the recorded data in a storage device of the medium.

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