KR101686947B1 - Method for Providing Customer Management Service - Google Patents

Abstract

A method of providing a call history message and a message server therefor are provided. Receiving a call request information message including identification information of a calling terminal and identification information of a called terminal among a plurality of called terminals from an exchange server; And transmitting the call request information message to a customer management terminal corresponding to the called terminal based on the call request information message.

Description

Method for Providing Customer Management Service [

The present invention relates to a method and system for providing a customer management service, and more particularly, to a method and system for providing a customer management service that integrally manages customer telephone information coming into a plurality of subscriber terminals.

The existing customer management service (CMS) has a limit in that communication and message exchange are possible between the customer service terminal and the customer management terminal if the customer management application and the customer management program are installed respectively. However, some applications may not be installed in some of the subscriber's terminals, and some of the subscriber's customer-facing terminals are conventional telephones using the existing PSTN network, so that the call information from the customer is integrated with the information of other terminals Sometimes it was impossible to manage.

Further, after the business hours of the customer management server operator, it is difficult for the subscriber to confirm the telephone connection information of the customers, and it is difficult to confirm the telephone connection to which number.

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 provide a service management system, a service management system, And to utilize it for customer management.

The objects of the present invention are not limited to the above-mentioned objects, and other objects not mentioned can be clearly understood from the following description.

According to an aspect of the present invention, there is provided a method for providing a call history message, comprising: receiving a call request information message including identification information of a calling terminal and identification information of a called terminal among a plurality of called terminals, ; And transmitting the call request information message to a customer management terminal corresponding to the called terminal based on the call request information message.

Here, the call request information message may be transmitted to at least one of the plurality of customer management terminals based on predetermined preference information.

Determining whether message format conversion is necessary to transmit the call request information message to the customer management terminal; And converting the call request information message to be received by the customer management terminal when the message format conversion is necessary.

According to another aspect of the present invention, there is provided a message server, comprising: an interface for receiving a call request information message including identification information of an originating terminal and identification information of a called terminal among a plurality of optical terminals; And a controller for controlling the call request information message to be transmitted to the customer management terminal corresponding to the called terminal based on the call request information message received through the interface unit.

Here, the control unit may control to transmit to at least one of the plurality of customer management terminals based on predetermined preference information.

Here, it is determined whether a message format conversion is required to transmit the call request information message to the customer management terminal, and if the message format conversion is necessary, the call management module may convert the call request information message to be received by the customer management terminal And a message processing unit.

According to another aspect of the present invention, there is provided a system for providing a customer management service, the system including: a call connection request including identification information of a calling terminal and identification information of a called terminal among a plurality of called terminals from the calling terminal, An exchange server for determining whether to include in a service number band based on identification information of a destination terminal for a connection request; And receiving, from the exchange server, a call request information message including identification information of the calling terminal and identification information of the called terminal, and transmitting, to the customer management terminal set corresponding to the called terminal based on the call request information message, And a message server for transmitting the request information message.

BRIEF DESCRIPTION OF THE DRAWINGS The above and other objects, features and advantages of the present invention will be more apparent from the following detailed description taken in conjunction with the accompanying drawings, in which: FIG.

The present invention may, however, be embodied in many different forms and should not be construed as being limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the invention to those skilled in the art. It is provided to fully inform the owner of the scope of the invention.

According to one aspect of the present invention, call request information including identification information of a calling terminal and identification information of a called terminal among a plurality of called terminals held by a subscriber is transmitted from a customer management terminal registered by the subscriber, It is possible to receive call request information for a called terminal without a separate customer management application or call request information for a called terminal after the business hours of the customer management server operator at the customer management terminal.

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a general schematic view showing a system for providing a customer management service according to an embodiment of the present invention; FIG.
2 is a block diagram illustrating a detailed configuration of an exchange server according to an embodiment of the present invention.
3 is a block diagram illustrating a detailed configuration of a message server according to an embodiment of the present invention.
4 is a flowchart illustrating a method of providing a customer management service according to an embodiment of the present invention.

While the present invention has been described in connection with certain exemplary embodiments, it is to be understood that the invention is not limited to the disclosed embodiments, but, on the contrary, is intended to cover various modifications and similarities. It is to be understood, however, that the invention is not to be limited to the specific embodiments, but includes all modifications, equivalents, and alternatives falling within the spirit and scope of the invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS In the following description of the present invention, detailed description of known related arts will be omitted when it is determined that the gist of the present invention may be unnecessarily obscured. In addition, numerals (e.g., first, second, etc.) used in the description of the present invention are merely an identifier for distinguishing one component from another.

Also, in this specification, when an element is referred to as being "connected" or "connected" with another element, the element may be directly connected or directly connected to the other element, It should be understood that, unless an opposite description is present, it may be connected or connected via another element in the middle.

The suffix "module" and " part "for the components used in the following description are given or mixed in consideration of ease of specification, and do not have their own meaning or role.

The customer management terminal described in this specification may include a desktop PC, a smart phone, a laptop computer, a tablet device, and the like.

Hereinafter, a customer management service providing system according to the present invention will be described with reference to the accompanying drawings.

1 is a configuration diagram of a customer management service providing system according to an embodiment of the present invention;

The customer management service providing system includes a calling terminal 100 of a customer, an exchange server 200, a message server 300, a plurality of receiving terminals 400 for customer service of a service subscriber, and a customer management terminal 500 of a service subscriber, . Here, the customer management terminal 500 is a terminal for receiving call call information from a customer, and one or more customer management terminals can be registered in the service, and a part of the plurality of call receiving terminals 400 And can be used in combination with the customer management terminal 500. Also, the message server 300 may correspond to a customer management server for managing information on the subscriber.

The customer management service providing system connects a call with one of the plurality of the called terminals 400 to 430 in response to a call request message received from the calling terminal 100 of the customer And transmits and receives voice, video call information, or message information between the calling terminal 100 and the called terminal 400 through the connected call through the connected call.

The called terminal 400 may include a plurality of called terminals of the same service subscriber. According to an embodiment, the plurality of called terminals may be a mobile terminal, a home terminal, an intra-company terminal, A virtual terminal or the like. In this case, the mobile terminal, the home terminal, and the in-house terminal may be any one of a telephone, a smart phone, a tablet PC, and a computer, and the virtual terminal may be a terminal that is served using a virtual number given by a communication provider.

Also, one or more of the customer management terminal 500 can be registered in the service, and can be a dedicated terminal, a general terminal, a virtual terminal, and a mobile terminal connected to the message server 300, respectively. Here, the dedicated terminal may be a dedicated terminal for operating a customer management program, the general terminal may be a terminal equipped with a customer management program, and the mobile terminal may be a mobile terminal of the service subscriber.

The calling terminal 100 transmits a call connection request including the identification information of the calling terminal 100 and the identification information of the called terminal that is the call connection target among the plurality of the called terminals 400 to the exchange server 200 do. Here, the identification information may be a telephone number of the calling terminal and the called terminal, a virtual number, or a serial number assigned by the customer management server of the service provider. The virtual number may be an identification number such as a telephone number given from a communication service provider.

The exchange server 200 collects the call connection request received from the calling terminal 100 and transmits the identification information of the calling terminal 100 and the identification information of the calling terminal 400 430) to the message server (300). The telephone number of the calling terminal 100 and the identification information of the called terminals 410 to 430 are stored in the telephone number of the calling terminal 100 and the telephone numbers of the called terminals 410 to 430 input by the calling terminal 100, 430). ≪ / RTI >

The exchange server 200 attempts to establish a call connection with the calling terminal and the called terminal based on the call connection request. At this time, when the called terminal is interworked with another called terminal, the exchange server 200 may attempt call connection by attempting to establish a call connection with another connected called terminal. In this case, the call request history transmitted from the exchange server 200 to the message server 300 may include identification information of other called terminals to which calls are to be forwarded, in addition to the identification information of the called terminal.

In this regard, a detailed configuration diagram of the exchange server 200 is shown in FIG.

The exchange server 200 includes an interface unit 210, a control unit 220, and a message generation unit 230. Here, the message generator 230 may be implemented in the controller 220.

The interface unit 210 receives a call connection request including the identification information of the calling terminal 100 and the identification information of the called terminals 410 to 430 from the calling terminal 100. The controller 220 checks whether the user of the called terminal has subscribed to a service provided by the service provider, and if the subscriber is subscribed to the service, transmits a call request history related to the call connection request to the customer management terminal 500). The message generating unit 230 generates a call request history by collecting the call connection request according to an instruction of the controller 220 and the interface unit 210 transmits the call request history to the message server 300 do.

The message server 300 receives the call request history including the identification information of the calling terminal 100 and the identification information of the called terminal 400 from the exchange server 200, To be transmitted to all or a part of the plurality of customer management terminals 500 registered for the service subscribers.

The message server 300 extracts the identification information of the called terminal from the received call request history, searches for the corresponding service subscriber using the identification information of the called terminal, and uses the identification information of the registered customer management terminal for the searched service subscriber, And generates and transmits a request history message.

A communication protocol related to the generation and transmission of a call request history message in the exchange server 200, the message server 300 and the customer management terminal 500 may be implemented in an Extensible Messaging and Presence Protocol (XMPP) have. XMPP is able to communicate with clients using different protocols through conversion between different protocols through XMPP gateway, so that it is possible to use other services such as SMTP and SMS It is possible to exchange messages through linkage with.

In this regard, FIG. 3 shows a detailed configuration diagram of the message server 300.

The message server 300 includes an interface unit 310, a control unit 320, a message processing unit 330, and a service subscriber DB 340. Here, the message processing unit 330 may be implemented in the control unit 320.

The interface unit 310 receives a call request history including the identification information of the calling terminal 100 and the identification information of the called terminal 400 from the exchange server 200.

The control unit 320 searches the service subscriber corresponding to the identification information of the called terminal 400 based on the service subscriber DB 340 based on the call request history and registers the service subscriber registered with the searched service subscriber 500).

The control unit 320 selects the customer management terminal 500 to which the received call request history is to be transmitted using the obtained identification information of the customer management terminal 500, and controls to transmit the processed message.

The message processing unit 330 processes the call request history according to an instruction of the controller 320 to generate a call request history message and transmits the message to the customer management terminal 500 through the interface unit 310. [ Here, the call request history message transmitted to the customer management terminal 500 may be a message converted into a message compatible with the customer management program installed in the customer management terminal 500 by the message processor 330.

In this case, the control unit 320 may transmit the call request history message to one or more of the plurality of customer management terminals 500 based on the preference of the customer management terminal 500. Here, the preference may be information registered in a customer management program installed in the message server 300 or the customer management terminal 500 by a service subscriber. Therefore, the message server 300 can transmit the message to the selected customer management terminal 500 based on the preference set and registered by the service subscriber through the customer management terminal 500. Here, the preferences may be set for each customer management terminal according to various conditions such as time period, day of the week, priority, and so on. For example, after the leaving time, Even when a call request is received, the call request information message may be transmitted to the customer management terminal 500 corresponding to the operator's mobile phone.

The service subscriber DB 340 stores information on the service subscriber, extracts the identification information of the service subscriber matched with the identification information of the called terminal in response to the request from the control unit 320, and matches the identification information of the service subscriber The identification information of the customer management terminal and the preference information of each customer management terminal, and returns the extracted information to the control unit 320. According to another embodiment, the service subscriber DB 340 may be implemented outside the message server 300.

The service subscriber can determine whether the customer has made a call to a destination terminal among a plurality of destination terminals 410 to 430 managed by the service subscriber through the call request history message transmitted to his / her customer management terminal 500, This information can be reported to a mobile phone without a separate customer management program through a message, regardless of time, thus enabling effective and prompt customer response.

4 is a flowchart illustrating a process of providing a customer management service according to an embodiment of the present invention.

First, when a customer makes a call connection request to any one of the destination terminals 410 to 430 among the destination terminals 400 of the service subscriber through the calling terminal 100 (S100), the exchange server 200 transmits, And receives a call connection request including the identification information of the calling terminal 100 from the calling terminal 100. The call connection request includes identification information of the called terminal 400 of the service subscriber. Here, the identification information may be a telephone number of the calling terminal or the called terminal, or the virtual number assigned by the service subscriber from the communication company (S110).

The exchange server 200 transmits a call request signal to the called terminal 400 based on the communication decision type of the called terminal 400 and generates a communication session and then transmits the calling terminal 100 to a communication session . At this time, when another call forwarding service is registered to the called terminal, the exchange server 200 can deliver the call request signal to the registered call forwarding number.

The exchange server 200 checks whether the identification information or the call forwarding number of the called terminal included in the received call request information is included in the number band of the present customer management service (S120).

If the identification information or the call forwarding number of the called terminal is included in the customer management service number band (S130), the exchange server 200 transmits the identification information of the calling terminal and the identification information of the called terminal, And transmits the call request history to the message server 300 (S140).

When the message server 300 receives the call request history including the identification information of the called terminal 400 of the service subscriber from the exchange server 200, the message server 300 extracts the identification information of the called terminal from the received call request history , And searches for the corresponding service subscriber by using this. When a service subscriber corresponding to the called terminal is searched, identification information of the registered customer management terminal is extracted for the searched service subscriber, and the generated call request history message is transmitted to the customer management terminal at step S150.

Here, the customer management terminal 500 to which the call request history message is to be transmitted may be the entire registered terminal or may be one or more terminals selected according to the pre-registered preference condition of the service subscriber.

Upon receipt of the call request history message to the customer management terminal 500, the customer management terminal 500 extracts necessary information from the received call request history message, processes it, and registers it in the customer management program, (S160). In this customer response operation, the call request history is managed for each customer, and based on the accumulated call request history, the customer's preferred destination terminal information, the preferred time zone, the location information of the attempted call and the call request frequency are analyzed, A call request to the calling terminal 100 or a message including necessary information can be transmitted.

Therefore, the call request history message is generated based on the call connection request including the identification information of the calling terminal and the identification information of the called terminal among the plurality of the called terminals, and transmitted to the customer management terminal of the registered service subscriber, The subscriber can appropriately respond to the request of the customer without being restricted by the time and space such as the type of customer management terminal and business hours.

The foregoing description is merely illustrative of the technical idea of the present invention, and various changes and modifications may be made by those skilled in the art without departing from the essential characteristics of the present invention.

Therefore, the embodiments disclosed in the present invention are intended to illustrate rather than limit the scope of the present invention, and the scope of the technical idea of the present invention is not limited by these embodiments.

The scope of protection of the present invention should be construed according to the following claims, and all technical ideas within the scope of equivalents should be construed as falling within the scope of the present invention.

Claims (7)

A method of providing a customer management service for managing call history to a plurality of customer reception calling terminals through one or more customer management terminals,
The exchange server receives the call connection request from the calling terminal of the customer to one of the plurality of called terminals and acquires the identification information of the calling terminal and the identification information of the called terminal to which the call is connected from the call connection request, Attempting to establish a call connection between the terminal and the called terminal to which the call connection is made;
Generating a call request history including the call connection attempt and the identification information of the calling terminal and the identification information of the called terminal in the exchange server, and transmitting the call request history to the message server;
Processing the call request history in the message server to generate a call request history message; And
Wherein the message server is configured to determine whether the service subscriber from the at least one customer management terminal registered on the exchange server to manage the called terminal based on the identification information of the called terminal extracted from the call request history, And transmitting the generated call request history message to one or more customer management terminals selected by a combination of at least one preference condition registered in advance through a customer management terminal,
Wherein the call request history message is generated in the exchange server only when the identification information of the called terminal, which is the call connection target, is included in the called number band that is the object of the customer management service,
Wherein the call request history message is a message converted into a message compatible with the installed customer management program if a customer management program is installed in the selected customer management terminal,
Wherein the preference condition for selecting the customer management terminal includes at least one condition of at least one customer management terminal in terms of preference by time, preference by day, priority by terminal,
How to provide customer care services. delete delete delete delete delete A customer management providing system for managing call history to a plurality of customer reception calling terminals through one or more customer management terminals,
A call connection method comprising: receiving a call connection request from a calling terminal of a customer to one of a plurality of destination terminals; acquiring identification information of the calling terminal and identification information of a called terminal to which a call is connected from the call connection request; An exchange server for attempting a call connection between a destination terminal to be connected and generating a call request history including the call connection attempt and the identification information of the calling terminal and the identification information of the called terminal; And
And a management server for receiving the call request history from the exchange server, processing the call request history to generate a call request history message, and managing the called terminal based on the identification information of the called terminal extracted from the call request history A message server for transmitting the generated call request history message to at least one customer management terminal selected by a service subscriber in combination with at least one preference condition registered in advance through the message server or the customer management terminal among the at least one customer management terminal registered in the message server Lt; / RTI >
Wherein the call request history message is a message converted into a message compatible with the installed customer management program if a customer management program is installed in the selected customer management terminal,
Wherein the preference condition for selecting the customer management terminal includes at least one condition of at least one customer management terminal in terms of preference by time, preference by day, priority by terminal,
Customer management delivery system.

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