KR102310577B1 - Apparatus and method for managing RTP packets - Google Patents

Abstract

The present invention discloses an apparatus and method for managing RTP packets. An apparatus for managing RTP packets according to an aspect of the present invention includes: a packet detection part for monitoring the network of a contact center and scanning a packet in order to track a target packet; a packet filtering part for filtering RTP packets according to a preset filtering rule among the detected packets; a packet classification part for classifying each call according to a preset classification rule based on the filtered packet information; a packet analysis part for analyzing the divided call information and generating a new service by interworking the analyzed call information with an external service; and a service providing part for providing the created new service to conversation participants.

Description

Apparatus and method for managing RTP packets}

The present invention relates to an RTP packet management apparatus and method, and more particularly, to an RTP packet management apparatus and method for service improvement of a contact center (call center).

The contact center is an organization that ensures smooth communication between companies and consumers, and plays a role in listening to consumers' opinions and disseminating the company's position. Although a contact center encompasses a variety of communication channels, a telephone-based voice channel is mainly used, and is also commonly referred to as a call center. When using the phone, it is divided into inbound and outbound, depending on where the conversation started. In order to provide a more improved response service in the course of a conversation with a customer, a method to support the responder in real time is required.

In the case of the telephone network, one of the main communication channels of the contact center, external services such as IVR (Interactive Voice Response), UMS (Unified Message Service), and recording are provided based on PBX (Private Branch Exchange) and CTI (Computer Telephony Integration). It is in the form of an addition. Here, the PBX performs the task of connecting internal/external calls through PSTN and VoIP, and the CTI plays a role of connecting the telephone network and the information network. IVR provides an automatic answering service, and UMS provides a service that links message services such as fax, voice message, and e-mail with the telephone network. At this time, since each of the above-described modules are closely connected to each other, a considerable cost may occur in the process of adding or changing after the initial system is installed.

Therefore, in order to establish a new service in the process of responding to a customer, there is a need for research on a method of detecting a call packet in a network stage for detecting a conversation with a customer.

Korea Patent Publication No. 2016-0025831 (published on March 9, 2016)

The present invention has been proposed to solve the above problems, and an object of the present invention is to provide an RTP packet management apparatus and method that can easily add a new service or change an existing service in an operating environment once completed.

Other objects and advantages of the present invention may be understood by the following description, and will be more clearly understood by an embodiment of the present invention. Further, it will be readily apparent that the objects and advantages of the present invention can be realized by the means and combinations thereof indicated in the claims.

RTP packet management apparatus according to an aspect of the present invention for achieving the above object, a packet detection unit for monitoring the network of the contact center and scanning the packet in order to track a target packet; a packet filtering unit for filtering RTP packets according to a preset filtering rule among the detected packets; a packet classification unit for classifying each call according to a preset classification rule based on the filtered packet information; a packet analyzer that analyzes the divided call information and generates a new service by interworking the analyzed call information with an external service; and a service providing unit that provides the created new service to conversation participants.

The packet detection unit is characterized in that it detects all packets on the network using a promiscuous mode.

The packet classification unit classifies the call by using the sending and receiving IP address values of the packet header.

The divided call information is characterized in that it is stored separately for each call, customer and counselor in a preset storage.

According to another aspect of the present invention, an RTP packet management method in an RTP packet management apparatus for achieving the above object includes: monitoring a network of a contact center and scanning a packet in order to track a target packet; filtering RTP packets from among the detected packets according to a preset filtering rule; classifying each call according to a preset classification rule based on the filtered packet information; generating a new service by analyzing the divided call information and linking the analyzed call information with an external service; and providing the created new service to conversation participants.

The step of monitoring the network of the contact center and scanning the packet to track the target packet may include detecting all packets on the network using a promiscuous mode.

The step of classifying each call according to a preset classification rule based on the information of the filtered packet may include classifying the call using the sending and receiving IP address values of the packet header.

The divided call information is characterized in that it is stored separately for each call, customer and counselor in a preset storage.

According to one aspect of the present invention, in a state in which interference with the existing contact center system is minimized, a target RTP packet is tracked through packet identification in the internal network, data of the tracked packet is collected, a new service is applied, and a service is provided. By providing the results to the conversation participants, there is an effect that new services can be combined without modifying the existing solution when building a contact center (call center), adding new services or changing existing services.

The effects obtainable in the present invention are not limited to the above-mentioned effects, and other effects not mentioned will be clearly understood by those of ordinary skill in the art to which the present invention belongs from the following description. .

The following drawings attached to this specification illustrate preferred embodiments of the present invention, and serve to further understand the technical spirit of the present invention together with specific contents for carrying out the invention, so the present invention is in such drawings It should not be construed as being limited only to the items listed.
1 is a schematic functional block diagram of an RTP packet management apparatus according to an embodiment of the present invention;
2 is a structural diagram of an RTP packet management apparatus according to an embodiment of the present invention;
3 is a schematic flowchart of a RTP packet management method according to an embodiment of the present invention.

The above-described objects, features and advantages will become more apparent through the following detailed description in relation to the accompanying drawings, and accordingly, those of ordinary skill in the art to which the present invention pertains can easily implement the technical idea of the present invention. There will be. In addition, in the description of the present invention, if it is determined that the detailed description of the known technology related to the present invention may unnecessarily obscure the gist of the present invention, the detailed description thereof will be omitted. Hereinafter, a preferred embodiment according to the present invention will be described in detail with reference to the accompanying drawings.

Throughout the specification, when a part "includes" a certain component, it means that other components may be further included, rather than excluding other components, unless otherwise stated. In addition, the “… The term “unit” means a unit that processes at least one function or operation, which may be implemented as hardware or software or a combination of hardware and software.

1 is a schematic functional block diagram of an RTP packet management apparatus according to an embodiment of the present invention.

Referring to FIG. 1 , the RTP packet management apparatus according to the present embodiment includes a packet detection unit 100 , a packet filtering unit 200 , a packet classification unit 300 , a packet analysis unit 400 , and a service providing unit 500 . includes

The packet detector 100 monitors the network of the contact center and scans the packet in order to track the target packet. The packet detection unit 100 accesses the network of the contact center and monitors the packets in order to minimize interaction with the pre-established components (modules) of the contact center. Since network-based media communication including VoIP generally uses SIP and RTP, call session information can be obtained through SIP and call content can be obtained through RTP.

The packet detector 100 may detect all packets on the network using a promiscuous mode. In this case, the promiscuous mode may be a mode in which all packets detected by the network interface are captured regardless of a location where the packet is to be moved or who a receiver is. In other words, the promiscuous mode is a reception mode that accepts all packets entering the network. Forwards all packets, including packets with a MAC address other than the MAC address, to the bridge. Meanwhile, the corresponding bridge sees the MAC address of the packet and forwards the packet having the MAC address of the corresponding bridge to the TCP/IP layer, and forwards the packet having another MAC address to the network corresponding to the MAC address.

The packet filtering unit 200 filters the RTP packets according to a preset filtering rule among the detected packets. In this case, the above-described filtering rule may be preset by the user. The packet filtering unit 200 uses the rule of “udp[1]&1 != 1 && udp[3] & 1 != && udp[8] & 0x80 == 0x80 && length < 250” to perform the packet filter. can

The packet classifier 300 classifies each call according to a preset classification rule based on the filtered packet information. In this case, the above-described classification rule may be preset by the user.

The packet classifier 300 may classify a call by using the sending and receiving IP address values of the packet header. In this case, the reason why the packet classifier 300 uses the pair of the sending and receiving addresses as described above is to manage the conversation contents of the receiver and the sender separately when referring to the conversation contents. To find out the start and end of a call, the SSRC (Synchronization Source Identifier) value inside the RTP packet is used. If the SSRC value is changed, it is assumed that it is a different call, and if the change interval of the SSRC value is within 0.1 seconds, it is changed from the RBT to the content of the call. In this case, it is desirable to discard the previous packet. Meanwhile, the obtained payload value of the RTP packet is transferred to the connected service, and the connected service may receive a result of generating added value based on the content of the voice call as a reply and deliver it to the corresponding user.

The packet analyzer 400 analyzes the divided call information and creates a new service by interworking the analyzed call information with an external service. Meanwhile, the divided call information may be stored separately for each call, each customer and the counselor in a preset storage.

The service providing unit 500 provides the created new service to the conversation participant.

2 is a structural diagram of an RTP packet management apparatus according to an embodiment of the present invention.

Referring to FIG. 2 , Packet Managing Rules contains packet detection and filtering rules and distribution rules on the network. Based on this rule, the Packet Scanner and Packet Distributor find the targeted packet and store the participant's voice information according to each conversation in memory. The stored voice call information is stored separately for each call, customer and counselor in Blackboard Memory, and this information can be interpreted by the Dialogue Analyzer. Dialogue Analyzer can operate in conjunction with an external service to interpret the conversation content, and this external service can be linked with any service as long as the communication protocol with Dialogue Analyzer is observed. When added value is created for conversation content through collaboration with external services, this information can be delivered to the person who needs it through Service Deliverer. On the other hand, the Service Deliverer needs to exist as an independent module because anyone can deliver additional information according to the conversation.

3 is a schematic flowchart of a RTP packet management method according to an embodiment of the present invention.

Referring to FIG. 3 , the RTP packet management method according to the present embodiment includes the steps of detecting a packet (S310), filtering the packet (S320), classifying the packet (S330), and analyzing the packet (S310). S340) and providing a service (S350).

In the step of detecting the packet ( S310 ), the RTP packet device may monitor the network of the contact center and scan the packet to track the target packet. Monitoring packets by accessing the network of the contact center is to minimize interaction with the previously established components (modules) of the contact center. Since network-based media communication including VoIP generally uses SIP and RTP, call session information can be obtained through SIP and call content can be obtained through RTP. The RTP packet device may detect all packets on the network using a promiscuous mode. In this case, the promiscuous mode may be a mode in which all packets detected by the network interface are captured regardless of a location where the packet is to be moved or who a receiver is.

In the filtering of the packet ( S320 ), the RTP packet device may filter the RTP packet according to a preset filtering rule among the detected packets. In this case, the above-described filtering rule may be preset by the user. The RTP packet device may use the rule of “udp[1]&1 != 1 && udp[3] & 1 != && udp[8] & 0x80 == 0x80 && length < 250” to perform the packet filter.

In the step of classifying the packets ( S330 ), the RTP packet device may classify each call according to a preset classification rule based on the filtered packet information. In this case, the above-described classification rule may be preset by the user. The RTP packet device may classify a call using the source and destination IP address values of the packet header. In this case, the reason why the packet classifier uses the pair of the source and destination addresses as described above is to separate and manage the conversation between the receiver and the sender when referring to the conversation. To find out the start and end of a call, the SSRC (Synchronization Source Identifier) value inside the RTP packet is used. If the SSRC value is changed, it is assumed that it is a different call, and if the change interval of the SSRC value is within 0.1 seconds, it is changed from the RBT to the content of the call. In this case, it is desirable to discard the previous packet. Meanwhile, the obtained payload value of the RTP packet is transferred to the connected service, and the connected service may receive a result of generating added value based on the content of the voice call as a reply and deliver it to the corresponding user.

In the step of analyzing the packet ( S340 ), the RTP packet device may analyze the divided call information and link the analyzed call information with an external service to create a new service. Meanwhile, the divided call information may be stored separately for each call, each customer and the counselor in a preset storage.

In the step of providing the service ( S350 ), the new service generated by the RTP packet device may be provided to the conversation participant.

In general, when a contact center (call center) is built, the operation solution is not applied in the form of a finished product, but is built by combining individual equipment. It is not easy to change, but according to the present invention as described above, a new service can be combined without modification of an existing solution during a call between an agent of a contact center (call center) and a customer. In other words, with minimal interference with the existing contact center system, the target RTP packet is traced through packet identification in the internal network, the data of the tracked packet is collected, the new service is applied, and the service result is provided to the conversation participants. can do.

Methods according to an embodiment of the present invention may be implemented as an application or implemented in the form of program instructions that may be executed through various computer components and recorded in a computer-readable recording medium. The computer-readable recording medium may include program instructions, data files, data structures, etc. alone or in combination. The program instructions recorded on the computer-readable recording medium are specially designed and configured for the present invention, and may be known and used by those skilled in the art of computer software. Examples of the computer-readable recording medium include hard disks, magnetic media such as floppy disks and magnetic tapes, optical recording media such as CD-ROMs and DVDs, and magneto-optical media such as floppy disks. media) and hardware devices specially configured to store and execute program instructions such as ROM, RAM, flash memory, and the like. Examples of program instructions include not only machine language codes such as those generated by a compiler, but also high-level language codes that can be executed by a computer using an interpreter or the like. The hardware device may be configured to operate as one or more software modules to perform processing according to the present invention, and vice versa.

While this specification contains many features, such features should not be construed as limiting the scope of the invention or the claims. Also, features described in individual embodiments herein may be implemented in combination in a single embodiment. Conversely, various features described in a single embodiment herein may be implemented in various embodiments individually, or may be implemented in appropriate combination.

Although operations have been described in a particular order in the drawings, it should not be understood that such operations are performed in the specific order as illustrated, or that all described operations are performed in a continuous sequence, or to obtain a desired result. Multitasking and parallel processing can be advantageous in certain circumstances. In addition, it should be understood that the division of various system components in the above-described embodiments does not require such division in all embodiments. The app components and systems described above may generally be implemented as a package in a single software product or multiple software products.

The present invention described above, for those of ordinary skill in the art to which the present invention pertains, various substitutions, modifications and changes are possible without departing from the technical spirit of the present invention. It is not limited by the drawing.

100: packet detection unit
200: packet filtering unit
300: packet classification unit
400: packet analysis unit
500: service provider

Claims (8)

a packet detection unit that monitors a network of the contact center and scans packets to track a target packet;
a packet filtering unit for filtering RTP packets according to a preset filtering rule among the detected packets;
a packet classification unit for classifying each call according to a preset classification rule based on the filtered packet information;
a packet analysis unit that analyzes the divided call information and generates a new service by interworking the analyzed call information with an independent module of an external service and a pre-established module of the contact center; and
Including; a service providing unit that provides the created new service to the conversation participant;
The packet detection unit,
An RTP packet management device that detects all packets on the network using a promiscuous mode. delete The method of claim 1,
The packet classification unit,
RTP packet management device, characterized in that the call is distinguished by using the sending and receiving IP address values of the packet header. The method of claim 1,
The divided call information is,
RTP packet management device, characterized in that it is stored separately for each call, customer and agent in a preset storage. A method for managing RTP packets in an RTP packet management apparatus, the method comprising:
monitoring the contact center's network and scanning packets to track targeted packets;
filtering RTP packets from among the detected packets according to a preset filtering rule;
classifying each call according to a preset classification rule based on the filtered packet information;
generating a new service by analyzing the divided call information and interworking the analyzed call information with a previously established module of the contact center and an independent module of an external service; and
Including; providing the created new service to the conversation participant;
The step of monitoring the network of the contact center and scanning the packets to track the targeted packets comprises:
RTP packet management method comprising the step of detecting all packets on the network using a promiscuous mode. delete 6. The method of claim 5,
The step of classifying each call according to a preset classification rule based on the information of the filtered packet includes:
A method for managing RTP packets, comprising the step of classifying calls using source and destination IP address values of a packet header. 6. The method of claim 5,
The divided call information is,
RTP packet management method, characterized in that it is stored separately for each call, customer and agent in a preset storage.

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