KR20000039019A - Method for distributing call intelligently using originating number of telephone number guiding system - Google Patents

Abstract

PURPOSE: A method for distributing call intelligently using the originating number of a telephone number guiding system is provided to increase guiding speed by receiving, storing and modifying a telephone number of transmitted call other than the order of received call, according to the necessity. CONSTITUTION: To make a group distribution, it is judged whether a call distribution policy using priority originating number characteristics will be used(403), an originating number history table is searched(404), and it is checked whether the originating number of a request call is in the originating number history table(405). If the originating number of a request call is in the originating number history table, the priority order of the call is increased(406), and it is analyzed whether a VIP number priority distribution policy will be used(407). If the VIP number priority distribution policy is used, a VIP number table is searched(408), and it is confirmed whether the originating number is in the VIP table(409).

Description

Intelligent Call Distribution Method using Calling Number of Telephone Information System

In the present invention, in distributing a call entered into a telephone number guide system to a guide terminal, by receiving, storing, and processing a telephone number of an outgoing call outside the sequence of the incoming call as needed, the guide speed is increased and the user is used. The present invention relates to a call distribution method and a computer readable recording medium recording a program for realizing the same.

The conventional telephone number guide system 114 uses a device called an automatic call distributor, which distributes a call received at an exchange to a registered guide terminal by a specific method. .

In the conventional telephone number guide system, two methods, "equal distribution" and "priority distribution", are basically used to distribute a call introduced to an automatic call distribution device to a guide terminal.

Even distribution is a method that allows guides to do the same amount of work, grouping together a group of guide terminals, calculating their workload, and distributing them to the least-worked group to distribute the workload among the groups evenly. And a line distribution for distributing a call to the guide terminal having the longest idle time among the guide terminals.

On the other hand, priority distribution is a method of giving priority to the inquirer, and refers to a method of distributing a call entered through a priority relay line prior to a call received through a general relay line by classifying a relay line into which an incoming call enters.

Referring to the call distribution method of the conventional telephone number guide system in detail as follows.

1 is a flowchart illustrating a call distribution process of a conventional telephone number guide system.

As shown in FIG. 1, the call distribution process of the conventional telephone number guide system first checks if an inquiry call is received (101), first of all, there is an idle line, i.e., an idle line without guidance. (102).

As a result of the check, if the line is empty, the group to be guided through the group distribution is selected (103), the terminal to be guided through the line distribution (104) and the call is received (105). The transition to the retraction step 101 is made.

As a result of the test, if the line is not empty, the call should be queued. This is done by checking whether the lake currently waiting is above the predetermined value (actually, the ratio of the number of waiting calls per group to the currently registered servicemen). Usually set to 100%-, the value can be arbitrarily changed) (106) The wait availability is analyzed (106).

As a result of the analysis, if the waiting is not possible (that is, there is no registered terminal or the waiting number exceeds the predetermined number), after the call is disconnected (107), the transition to the inquiry call entry step 101 is performed.

If the analysis indicates that waiting is possible, the group distribution selects which group to wait (108), and then whether the call is to be placed in the priority relay waiting queue or in the normal relay waiting queue according to the type of incoming relay. Check whether it is (109).

As a result of the check, if the type of the relay line is a priority relay line, the inquiry call is inserted into the priority relay wait queue (110), and if the general relay line is inserted into the general relay wait queue (111), then the transition to the call arrival step 101 is performed. do.

2 is a flowchart illustrating an incoming process of a waiting call of a conventional telephone number guide system.

Call distribution for a waiting call is made after the guide line has finished all the announcements and recovered to a state in which it can receive a call for the next announcement.

As shown in FIG. 2, when the incoming call of a conventional call of the conventional telephone number guide system receives a recovery signal of the guide line (201), it first checks whether there is a call in the priority relay line waiting queue (202). .

As a result of the check, if there is a call waiting, the call waiting the longest is taken out (203), and the incoming call is selected to the longest idle line through line distribution (206), and the call is received (207).

As a result of the check, if there is no call in the priority relay waiting queue, it is checked whether there is a call in the general relay waiting queue (204).

As a result of the test, if there is a call in the general relay line waiting queue, the call waiting for the longest time in the general relay line waiting queue is taken out (205), the line is distributed to the longest idle line selected (206), and the call is received. (207).

If there is no call waiting in the priority or normal relay queue, it simply terminates.

As described above, the conventional call distribution method has the following problems.

First, it is difficult to apply various methods for guiding efficiency because only the information used in call distribution is the type of relay line divided into incoming call order, general or priority.

For example, in the current situation where the inquirer's inquiries as a result of the previous 114 operations are not clear and most inquiries require a telephone number for the area in which they live, inquiries coming from different locations in one information center When conducting a call, a group of guides who are familiar with each area are grouped because of the limitations of the regional range that one guide may know, and inquiries about a specific area should be directed to the corresponding guides. It is necessary to handle the call distribution.

However, the current call distribution method uses only the order of incoming calls or the type of trunk line. Therefore, to distribute incoming calls to guide groups consisting of guides who know the area well, once the call is distributed to the guides, The only option is to send the call to the group via the transfer.

Therefore, in the related art, the guide time and guide line occupancy time of the guide person increase, leading to a problem of poor guidance efficiency.

Second, it is difficult to apply various methods for priority call processing.

The current system has to enter a specific trunk but becomes a priority call, and all calls to the priority trunk have priority.

However, in this case, since a specific relay line must be allocated to give priority to a telephone line, a waste of resources occurs due to the characteristics of a relay line accommodating 32 lines (E1) or 24 lines (T1). Priority should be given to many circuits that do not need priority. In addition, since this method is a physical method of pre-defining a line, priority is given according to the frequency of using the telephone number guide system, or after a number of dial-up attempts, a successful call is a priority to resolve the complaint of the inquirer. It was difficult to dynamically prioritize such as incoming calls.

Third, the call distribution method of the 114 system does not collect or store the characteristics of incoming calls and thus cannot provide guidance to increase the satisfaction of the inquirer.

For example, characteristic information about a call, such as how many times the inquiry call attempted to access the telephone number guide system, how many minutes the user waited in the waiting queue, or how many times the call was transferred to the current announcement. This is necessary information for kindness guidance that enhances the satisfaction of the inquirer (i.e., the receptionist is kinder for long-waited calls, or more experienced and problem-solving for calls with a high number of transfers). 114 systems do not collect or store this information.

Therefore, in the related art, it is difficult to apply the method to the inquirer's satisfaction according to the characteristics because it has no choice but to process calls having different characteristics.

Fourth, even if the conventional system has only the policy of equal distribution and priority distribution for calls coming in through a specific relay line, it does not matter. However, there is no way to select and operate only one of them according to the operator's choice. In particular, when various call distribution methods are provided, it is effective to select and apply the most suitable call distribution methods to each guide center because the characteristics are different for each guide center. However, such a system is not considered at all.

The present invention has been made in order to solve the conventional problems as described above, in distributing a call entered into the telephone number guide system to the guide terminal, receiving the telephone number of the call originated outside the order of the incoming call, if necessary, It is an object of the present invention to provide a computer-readable recording medium recording a call distribution method and a program for realizing the call distribution method, which can be stored and processed to be used for call distribution, to speed up the guidance and increase the user's satisfaction.

In addition, the present invention allows the operator to select the necessary among the various call distribution methods provided according to the characteristics of each information center, so that the computer for recording the call distribution method for increasing the efficiency of the information center operation and the program for realizing the same. The purpose is to provide a recording medium that can be read by.

1 is a flowchart illustrating a call distribution process of a conventional telephone number guide system.

2 is a flowchart illustrating a process of an incoming call of a conventional telephone number guide system.

Figure 3 is an illustration of the configuration of the telephone number guide system to which the present invention is applied.

Figure 4a and 4b is an embodiment detailed flow diagram of a process of incoming calls to the guide terminal of the call distribution method of the phone number guide system according to the present invention.

FIG. 5 is a detailed flowchart illustrating a process in which a call in a waiting queue is received by a guide terminal of a waiting call distribution method of a telephone number guide system according to the present invention.

FIG. 6 is a detailed flowchart illustrating a process of abandoning a call in a waiting queue in a call distribution method of a phone number guide system according to the present invention.

* Explanation of symbols for the main parts of the drawings

11 subscriber's phone 12 automatic call distribution device

13: Information Terminal 14: Information System

The present invention for achieving the above object, in the call distribution method applied to the telephone number guide system, at the time of call distribution using the caller ID received through the caller ID receiver of the automatic call distribution device, the caller ID, caller ID A first step of selecting one of several call distribution processes consisting of a combination of the characteristics of the call and the order of incoming calls; And a second step of storing, processing, and retrieving the calling number and the characteristics of the calling number and distributing the incoming call and the call in the waiting queue to the guide terminal according to the priority according to the selected call distribution process.

In addition, the present invention provides a telephone number guide system having a processor, the call number, the characteristics of the calling number, the incoming sequence of the call at the time of call distribution using the calling number received through the calling number receiving device of the automatic call distribution device. Selecting one of several call distribution processes in combination; And a program for storing, processing, and retrieving the calling party number and the characteristics of the calling party number to distribute the incoming call and the call in the waiting queue to the guide terminal according to the priority of the selected call distribution process. Provide a computer readable recording medium.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

3 is an exemplary configuration diagram of a phone number guide system to which the present invention is applied.

The telephone number guide system ("114 guide system") to which the present invention is applied is connected to a subscriber telephone 11, an automatic call distribution device (exchange) 12, a guide terminal 13, and a guide system host 14. Consists of a information center to connect to.

114 The components of the information center of the information system are explained as follows.

The automatic call distribution device 12 is implemented in the TDX-1A exchange in the existing 114 guide system, and serves to evenly distribute the call introduced into the exchange to the guide terminal 13 registered by a specific method. do.

The guidance system host 14 is a host computer that stores the subscriber's telephone number. The guidance system host 14 is connected to the guidance terminal 13 and a local area network (LAN) to process the telephone number query requested by the guidance terminal 13. , And transmits the result to the guide terminal 13.

The guide terminal 13 receives a call distributed from the automatic call distribution device 12, that is, receives a call from the subscriber and retrieves the desired number through the guide system host 14 through the guide system host 14 serves to deliver to the caller. To perform.

Guide terminal 13 is generally composed of a telephone and a PC, but can be mounted in the form of a PC + card. In this case, the telephone line communicates with an Integrated Service Digital Network (ISDN) (for example, a guide terminal equipped with an ISDN card).

The connection between the automatic call distribution device 12 and the guide terminal 13 can be implemented in various ways. Here, the voice signal is connected to the guide terminal 13 by a telephone line, and the data signal is connected to a LAN of a transmission control protocol and an Internet protocol (TCP / IP: Transmmision Control Protocol / Internet Protocol). In addition, the automatic call distribution device 12 and the guide terminal 13 are also connected to the LAN to transmit and receive information.

Now, look at the guide scenario in the telephone number guide system ("114 guide system") as follows.

First, the interrogator calls the 114 information system, and the call is transmitted to the automatic call distribution device (exchange) 12 of the information station through the public switched telephone network (PSTN).

Thereafter, the automatic call distribution device 13 selects the guide terminal 13 to distribute the call by the selected distribution method, and connects the call to the guide terminal 13.

Next, after the guide finds out what is desired by the caller, that is, voice exchange with the caller, the guideman makes a search sentence and transmits it to the guide system host 14.

Subsequently, the guide system host 14 receives the search text and searches the search text, and transmits the search result to the guide terminal 13.

Finally, the guide finds the number desired by the inquirer among the numbers received from the guide terminal 13 and guides the inquirer.

4A and 4B are detailed flowcharts illustrating an example of a process of receiving a call and receiving a call from a call distribution method of the telephone number guide system according to the present invention. The call terminal 13 is a call distribution method according to selected call distribution methods. Represents the procedure for dispensing.

Call distribution method using the calling number of the telephone number guide system according to the present invention, in the distribution of the call using the calling number received through the calling number receiving device of the automatic call distribution device 12, The process of selecting among the various call distribution methods consisting of a combination of characteristics, call order, etc., and the process of distributing the call to the guide terminal 13 in accordance with the selected call distribution method (that is, the call is introduced and guided). A process of receiving a call to the terminal 13 (see FIGS. 4A and 4B), a process of receiving a call in the waiting queue to the guide terminal 13 (FIG. 5), and a process of abandoning a call in the waiting queue after a lapse of time. (See FIG. 6), and the like, storing, processing, and retrieving the characteristics of the calling number for use in call distribution.

The process of selecting the required ones from among several predefined call distribution methods is presented in a manner of presenting the various call distribution methods provided and allowing the user to select one or more.

For example, each call distribution method is displayed with a button on the screen, and the operator can select it by clicking it so that the call distribution can be applied according to the selected result.

As shown in Figures 4a and 4b, the process of incoming calls to the guide terminal of the call distribution method of the telephone number guide system according to the present invention, first incoming call received through the telephone network (401), receiving the calling number After receiving the caller's calling number through the device (402), the call is distributed to a group that will handle the call. The method of distributing to the group uses a call distribution policy according to the calling number characteristics, or preferential distribution of VIP numbers. There are three main steps depending on whether you use a policy or group distribution policy by area code.

In order to perform group distribution, it is first determined whether the call distribution policy using the calling party characteristic is used (403). Then, the calling number history table is searched (404), and the calling number of the inquiry call is the calling number history table. Check if there is (405).

As a result of the check, if the calling number of the inquiry call is in the calling number history table, the call priority is increased by calculating the first call distribution priority (406), and whether the priority (VIP) number priority distribution policy is used or not is analyzed ( 407).

If the call distribution policy using the calling number characteristic is not used, or if the calling number of the inquiry call is not in the calling number history table, it is immediately analyzed whether the VIP number priority distribution policy is used (407).

Here, the calling number history table shows the calling number and the characteristics of the calling number for the incoming inquiry (that is, how many times "114" was attempted, abandoned during a call, or abandoned in the waiting queue, etc.). In this case, the time can be set, and the call information is stored for the set time, and the call information is deleted after the time passes.

As a result of the analysis, if the VIP number priority distribution policy is used, the VIP number table is first searched (408) to confirm whether the calling number is in the VIP table (409).

As a result of the check, if the calling number is in the VIP table, it is checked whether there is a group processing the VIP number (410).

As a result of the check, if there is a group processing the VIP number, after performing group equal distribution with the VIP number guide group (412), it is determined whether there is an empty line in the group (416), and if there is no second call distribution priority After increasing the priority of the call through the calculation process (411), it is determined whether or not to use the group distribution policy according to the area code (413).

If the VIP number priority distribution policy is not used or the calling number is not present in the VIP table, it is immediately determined whether to use the group distribution policy according to the area code (413).

Here, the VIP number table is a file that stores the pre-registered VIP number, and even distribution to the VIP number guide group is evenly distributed so that the number of calls can be equally distributed to each group when there are several VIP groups. .

As a result of the determination, if the group distribution policy according to the area code is used, the call is distributed to the group made according to the area code (or bundle of area codes) of the calling number (414), and if it is not used, it is distributed to the general group through simple equal distribution. Distribute (415). Thereafter, it is determined whether the group has an empty line (416).

The group distribution policy is a group determined by the area code of the calling number, and the group equal distribution process is similar to the case of having multiple VIP groups in the case of having multiple groups according to the same area code (or bundle of area codes). Distribute evenly so that the amount of calls goes back, and so does simple group equal distribution.

As described above, when the group distribution is completed, the call is determined by the guide terminal 13 whether there are any empty lines in the group (416), and the call is distributed to the empty lines when the empty line is empty (417). It is checked whether a distribution policy using the characteristics of the number is used (418).

As a result of the check, when the distribution policy using the characteristics of the calling number is used, the characteristic information of the call is transmitted to the guide terminal 13 (419), and the call terminal 13 is called (420).

As a result of the determination, if there is no empty line in the group, the call should be waited on the waiting queue. In this case, it is analyzed whether the waiting is possible on the group waiting queue (421).

As a result of the analysis, if the waiting queue can be waited for, it is inserted into the waiting queue (422). If there are many waiting calls, the call is disconnected (425). At this time, if the distribution policy using the calling number characteristic is used, the calling characteristic is stored in the calling number history table next time by storing the characteristic of the calling number (that is, the fact that the call was dropped due to incoming call and being disconnected). When entering the telephone number guide system through the number, it is possible to increase the priority of call distribution (423, 424).

FIG. 5 is a detailed flowchart illustrating a process in which a call in a waiting queue is received by a guide terminal in a waiting call distribution method of a phone number guide system according to the present invention.

As shown in FIG. 5, the process of receiving a call in the waiting queue of the call distribution method of the telephone number guide system according to the present invention to the guide terminal firstly receives the recovered signal after the guide line completes the guidance ( In operation 502, it is checked whether there is a call waiting in the waiting queue of the group to which the recovered line belongs.

As a result of the check, if there is a call waiting, the call with the highest priority among the waited calls is taken out (503), and the first received information terminal 13 among the recovered guide terminals 13 is received (506). In this case, when the call distribution policy using the calling number characteristics is used, the information of the calling number characteristics (that is, a call that has been waiting for a long time, a call received after several 114 attempts, a call abandoned in the waiting), etc. 13) to send kindness guide (504,505).

FIG. 6 is a detailed flowchart illustrating a process of abandoning a call in a waiting queue in a call distribution method of a phone number guide system according to the present invention.

As shown in FIG. 6, the process of abandoning a call in the waiting queue in the call distribution method of the telephone number guide system according to the present invention first passes to the guide terminal 13 for a predetermined time of the call in the waiting queue. It checks whether there is a call that is not being received (601).

As a result of the inspection, if there is an arc that has elapsed, the lapse of the arc of time in the waiting queue is taken out (602) and the call is cut (605). In this case, if the call distribution policy using the characteristics of the calling number is used, the information on the time elapsed call is stored in the calling number history table so that the distribution priority of the call can be increased when the call later enters the telephone number guide system. (604).

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

The present invention as described above, unlike the call distribution method of the conventional telephone number guide system, by using a call number, call number characteristics, priority number (VIP number) and the like to provide a variety of call distribution method Unlike the conventional method, which was a waste of resources by allocating specific relay lines to give priority to calls, prioritization of numbers prevents waste of resources and dynamically operates VIP number tables. Therefore, it is easy to cope with the change of priority number, and user satisfaction can be improved through call distribution through the characteristics of calling number (that is, the long-waited call is distributed first, and the call abandoned in the waiting queue with priority). It is possible to increase the quality of the call to the guide terminal, it is effective to give a friendly guide.

In addition, the present invention, by dividing the call to the group according to the calling number by reducing the call transfer occurs when the area to be guided by a guide, such as nationwide guide, reduce the guide time of the guide and increase the number of guides Unlike conventional systems in which all information centers use the same call distribution method, the information center can select and use a method suitable for itself and change it whenever necessary. By doing so, there is an effect of increasing the guide efficiency.

Claims (10)

In the call distribution method applied to the telephone number guide system, The first step of selecting one of several call distribution processes consisting of a combination of calling number, characteristics of calling number, incoming call order, in call distribution using incoming number received through receiving number receiving device of automatic call distribution device. ; And A second step of storing, processing, and retrieving the calling number and the characteristics of the calling number and distributing the incoming call and the call in the waiting queue to the guide terminal according to the priority according to the selected call distribution process. Intelligent call distribution method using the calling number made, including. The method of claim 1, The second step, A third step of storing, processing, and retrieving a calling number and a characteristic of the calling number, and distributing an incoming call to the guide terminal by group distribution; A fourth step of storing, processing, and retrieving a calling number and a characteristic of the calling number and forwarding a call waiting in a waiting queue to the guide terminal; And A fifth step of processing a call time-lapse call waiting in the waiting queue by storing, processing, and retrieving the calling number and the characteristics of the calling number; Intelligent call distribution method using the calling number made, including. The method of claim 2, The third step, A sixth step of, if the inquiry call is received through the telephone network, after receiving the calling party's calling number through the calling number receiving apparatus, assigning priority according to the calling number characteristic to distribute the call; A seventh step of distributing calls by giving priority to a priority (VIP) number; An eighth step of generating a group according to the area code and distributing a call to the generated group; And The ninth step of distributing a call to an empty line among the lines in the group or waiting a call on a waiting queue. Intelligent call distribution method using the calling number made, including. The method of claim 3, wherein The sixth step, First, if it is determined whether or not to use the call distribution policy using the calling number characteristic (403), the tenth step of searching the calling number history table and checking whether the calling number of the inquiry call is in the calling number history table is used. ; And An eleventh step of increasing the priority of the call through the first call distribution priority calculation if the call number of the inquiry call is in the call number history table as a result of the check of the tenth step; Intelligent call distribution method using the calling number made, including. The method of claim 3, wherein The seventh step, A tenth step of analyzing whether to use the priority number priority distribution policy; As a result of the analysis of the tenth step, when the priority number priority distribution policy is used, the eleventh step of checking whether the calling number is in the priority table by searching the priority number table once; ; A twelfth step of checking whether there is a group processing the priority (VIP) number if the calling number is in the priority table as a result of the checking of the eleventh step; As a result of the check in the twelfth step, if there is a group processing the priority number, the group is distributed equally to the priority number guide group, and if not, the priority of the call is determined through the second call distribution priority calculation process. 13th Steps to Increase Intelligent call distribution method using the calling number made, including. The method of claim 3, wherein The eighth step, A tenth step of determining whether to use the group distribution policy according to the area code; As a result of the determination of the tenth step, if the group distribution policy according to the area code is used, the call is distributed to a group made according to the area code (or bundle of area codes) of the calling number, and if it is not used, the call is distributed through simple equal distribution. Eleventh step of distributing into groups Intelligent call distribution method using the calling number made, including. The method of claim 3, wherein The ninth step, A tenth step of judging whether a call is vacant among the lines in the group at the guide terminal; An eleventh step of distributing a call to an empty line if it is empty as a result of the determination of the tenth step and reaching the guide terminal; A twelfth step of forwarding the call to the guide terminal after transmitting the call characteristic information to the guide terminal only when the distribution policy using the characteristic of the calling number is used by checking whether to use the distribution policy using the characteristic of the calling number. step; A thirteenth step of analyzing whether it is possible to wait in the group waiting queue, if there is no empty line in the group as a result of the determination of the tenth step; A thirteenth step of inserting the queue into a waiting queue if the waiting queue is available as a result of the analysis of the thirteenth step and cutting the call if there are many waiting calls; And In the case of using a distribution policy using the calling party number characteristic, the calling party's characteristic (that is, the fact that the call was dropped due to incoming and not waiting in the waiting queue) is stored in the calling number history table before the call is dropped. The fifteenth step to increase the call distribution priority when entering the phone number guide system through Intelligent call distribution method using the calling number made, including. The method according to any one of claims 2 to 7, The fourth step, When the guide line finishes guiding and receives a recovered signal, checking whether there is a call waiting in a waiting queue of a group to which the restored line belongs; A seventeenth step in which the check result of the sixteenth step, when there is a call waiting, takes out the call of the highest priority among the waiting calls and reaches the earliest restored one of the guide terminals; And In case of using call distribution policy using calling number characteristics, the characteristics of calling number prior to an incoming call (ie, a long waiting call, a call received after several attempts to call the above number information system ("114"), and abandon call waiting) Step 18) to send a friendly call) to the information terminal to provide kind information Intelligent call distribution method using the calling number made, including. The method according to any one of claims 2 to 7, The fifth step, A sixteenth step of checking whether there is a call that has not been received by the guide terminal for a predetermined time in the call in the waiting queue; A seventeenth step in which the call is taken out of the queuing time elapsed waiting in the waiting queue and the call is cut if there is a call that has elapsed as a result of the sixteenth step; And In case of using call distribution policy using characteristics of calling number, information about time elapsed call is stored in the calling number history table so that the distribution priority of call can be increased when this call later enters the telephone number guide system. 18th step Intelligent call distribution method using the calling number made, including. In the telephone number guide system equipped with a processor, A function of selecting one of several call distribution processes consisting of a combination of an originating number, characteristics of an originating number, and an incoming sequence of a call when a call is distributed using an originating number received through an originating number receiving device of an automatic call distribution device; And Store, process, and retrieve the calling number and the characteristics of the calling number to distribute incoming calls and calls in waiting queues to guide terminals according to the priority of the selected call distribution process. A computer-readable recording medium having recorded thereon a program for realizing this.