KR20010045475A - System and Method for the intelligent connection of operator assistant - Google Patents

Abstract

PURPOSE: An intelligent counselor connecting service system and a method thereof are provided to provide more various additional services desired by customers by efficiently applying voice, data service, and call control to the counselor(a telephone operator). CONSTITUTION: A network link device(23) links the telephone network like PSTN(Public switched telephone network)/mobile communication network with Internet network/Intranet network. A counselor position management database(25) and a subscriber's information database(26) manage information on a position and a state of the counselor, and a telephone number of the subscriber. An information providing device(30) manages various multimedia contents provided from the Internet network. A call control device(24) inquires the counselor position management database(25) when requesting services by the subscriber, connects the incoming call of the subscriber to a PC linked the counselor(29) through the Internet/Intranet networks according to the result of inquiry.

Description

Intelligent agent connection service system and its method {System and Method for the intelligent connection of operator assistant}

The present invention relates to an agent connection service system and a method for intelligently handling an agent connection service in a communication network environment, and more particularly, to a telephone-based communication network such as wired / wireless telephone, mobile telephone, and video telephone (PSTN). ), Broadband wireless subscriber network (B-WLL), radio frequency network (TRS), cellular (Cellullar) mobile telephone network, personal cellular network (PCS), next generation mobile network (IMT-2000), etc.) An agent connection service system and method for providing an intelligent agent connection service by connecting a network, and a computer-readable recording medium having recorded thereon a program for realizing the method.

First, referring to FIG. 1, a brief description will be given of a conventional agent connection service process.

1 is a configuration diagram of a conventional agent connection service system, in which "11" is a terminal, "12" is an automatic call splitter, "13" is a web server, "14" is a database server, and "15" is an agent. Respectively.

Here, the terminal 11 includes a general wired or wireless telephone and a mobile telephone.

As shown in FIG. 1, when a subscriber wants to receive a service in association with an agent 15 to provide a service desired by the subscriber, the voice call is distributed through the automatic call splitter 12. By providing the data stored in the web server 13 and the database server 14 through a computer network, the voice and data service paths are separated, thereby distributing the counselors 15 locally to work by telecommuting. It was very difficult to pursue efficiency. In other words, when the agents 15 are distributed locally, a separate voice line and a data line must be connected to each working place, and thus the efficiency of the line is very low. There was a problem that other additional service functions cannot be provided other than the function of connecting the counselor 15.

Since these problems are not solved, there have been many limitations in improving the quality of the agent services, and these agent support services are very limited in the future without addressing the problems of regional dispersion, service diversification, and agent management constraints. It is expected to be done. Therefore, a solution to this problem is required.

The present invention has been made to solve the above problems, telephone-based communication networks (public switched telephone network (PSTN), broadband wireless subscriber network (B-WLL), such as wired and wireless phones, mobile phones, and video phones in a communication network environment) Connected to an Internet network or intranet network by connecting a radio frequency network (TRS), cellular (Cellullar) mobile telephone network, personal mobile communication network (PCS), next generation mobile communication network (IMT-2000), etc. By effectively supporting voice, data service, and call control to counselors (exchangers), the agent connection service system and method for providing a variety of additional services desired by the subscriber, and a computer program for recording the program for realizing the method. The purpose is to provide a recording medium that can be used.

1 is a block diagram of a conventional agent connection service system.

2 is an embodiment configuration of an intelligent agent connection service system according to the present invention.

3 is a flowchart of an embodiment of an intelligent agent connection service method according to the present invention;

4 is a flowchart of another embodiment of an intelligent agent connection service method according to the present invention;

* Explanation of symbols for the main parts of the drawings

21: terminal 22: home location register (HLR)

23: network interlock device 24: call control device

25: agent location management database 26: subscriber information database

27: geographic information database 28: geographic information database

29: Counselor 30: Information provision device (IP)

The present invention for achieving the above object, in a system for providing multimedia content including additional information such as text, voice, video, other subscriber information, geographic information, local information, etc. in connection with a counselor in a heterogeneous communication network environment Network interworking means for interworking the multimedia contents between a telephone network and an internet network of the heterogeneous network; Information storage means for storing the location and status information of the counselor; Information management means linked to the internet network for managing the multimedia contents; When the service request of the subscriber through the telephone network is requested, the information storage means is inquired, and according to the result of the inquiry, the subscriber incoming call through the Internet network is selected according to the location of the subscriber. Call setting means for connecting to establish a call path; And inquiring the information management means according to the service request of the subscriber through the call path set by the call setting means, receiving the corresponding multimedia content according to the inquiry result from the information management means, and receiving the information through the network interworking means. Characterized in that it comprises a counselor matching means provided to the terminal.

The present invention for achieving the above object, in a method of serving multimedia content including additional information such as text, voice, video, other subscriber information, geographic information, local information, etc. in connection with a counselor in a heterogeneous communication network environment A first step of determining an optimal counselor among a plurality of counselors who are online on the internet network close to the subscriber according to the subscriber's location when the subscriber's service request is made through the heterogeneous network; A second step of establishing a first call path between the determined optimal counselor and the subscriber; And a third step of inquiring the corresponding multimedia content and providing the corresponding multimedia content to the subscriber through the first communication path according to the service request of the subscriber through the first communication path.

In order to achieve the above object, the present invention provides a communication system having a processor, which is optimal among a plurality of counselors who are online on an internet network close to the subscriber according to the subscriber's location when the subscriber requests multimedia content service through a telephone network. A first function of determining an agent of the call; A second function of establishing a first call path between the determined optimal counselor and the subscriber; And a computer-readable recording medium having recorded thereon a program for realizing a third function provided to the subscriber through the first communication path by querying the corresponding multimedia content according to the service request of the subscriber through the first communication path. To provide.

The present invention also provides a computer-readable recording medium having recorded thereon a program for further realizing a fourth function of establishing and connecting a second call path to another telephone number after performing the third function.

In addition, the present invention, after performing the third function, according to the location of the subscriber of the plurality of counselors in the online state on the Internet network close to the subscriber of the other agent and the second call path connection between the subscriber and the subscriber set up; And a computer-readable recording program recording a program for further realizing a fifth function provided to the subscriber through the second communication path by inquiring the corresponding multimedia content according to the service request of the subscriber through the second communication path. Provide the medium.

The present invention is a telephone-based communication network (PSTN), broadband wireless subscriber network (B-WLL), radio frequency network (TRS), cellular (Cellullar) mobile telephone network, personal mobile communication network (PCS), next-generation mobile communication network ( IMT-2000), etc.) and the Internet network or intranet network within the company to provide various intelligent services desired by subscribers by effectively supporting voice, data, and call control to operators connected through various Internet networks or intranet networks. can do. Therefore, the present invention can efficiently distribute the counselors by avoiding the conventional centralized counselor acceptance, it is possible to significantly reduce the cost of providing localized specialized information service and operation.

The above objects, features and advantages will become more apparent from the following detailed description taken in conjunction with the accompanying drawings. Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

2 is an embodiment configuration diagram of an intelligent agent connection service system according to the present invention. In the drawing, "21" is a terminal, "22" is a home location register (HLR), and "23" is a network interworking. Device, "24" for call control, "25" for agent location management database, "26" for subscriber information database, "27" for geographic information database, "28" for local information database, "29" for agent, and &Quot; 30 " represents an information provider (IP).

Here, the terminal 21 includes a general wired / wireless telephone, a mobile telephone, and a video telephone. However, when the text and image data are received, the text and image data provided by the counselor 29 may be output on the screen, and the function may be stored for future reuse.

As shown in Figure 2, the intelligent agent connection service system according to the present invention, under a communication network environment of heterogeneous networks (preferably a public switched telephone network (PSTN) / mobile communication network and the Internet / intranet network) In the system for providing multimedia contents including additional information such as text, voice, video, other subscriber information, geographic information, local information, etc. by connecting the counselor 29, a public switched telephone network (PSTN) / mobile communication network among heterogeneous networks A network interworking device 23 for interworking multimedia contents between a telephone network such as a telephone network and an internet network / intranet network, and an agent location management database for storing subscriber information such as the location and status information of the agent 29 and the subscriber's telephone number. (25) and subscriber information database (26) and various multimedia contents (text, voice, video, etc.) provided in the Internet network. The agent location management database 25 at the time of the service request of the subscriber through the information providing device 30 and the telephone network (public switched telephone network (PSTN) / mobile communication network) for inquiry, and according to the inquiry result, the Internet network / intranet A call control device 24 for establishing a call path by connecting a subscriber incoming call through a network to a personal computer (PC) linked to a corresponding agent 29 in an online state close to the subscriber according to the subscriber's location through an internet phone. And the subscriber information database 26 or the information providing device 30 according to the service request of the subscriber through the call path set by the call control device 24, and the subscriber desired information or corresponding multimedia according to the inquiry result. The subscriber terminal 21 receives the contents (text, voice, video, etc.) from the subscriber information database 26 or the information providing device 30 and receives the contents (text, voice, video, etc.) from the subscriber network through the network interworking device 23. It includes a PC and an Internet phone linked to each counselor 29 to provide. In addition, among the multimedia contents provided by the information providing apparatus 30 according to the subscriber's request, it is possible to provide geographic information and regional information stored in the geographic information database 27 and the regional information database 28 specialized for each region.

Here, the call control device 24 may connect the call to another telephone number under the control of the counselor 29, or control the call transfer to another counselor 29.

In the present embodiment, it is assumed that the information providing device 30, the agent location management database 25, the subscriber information database 26, the geographic information database 27, and the local information database 28 are configured separately, but also provide information. The counselor location management database 25, the subscriber information database 26, the geographic information database 27, and the local information database 28 may be integrated into the device 30.

The operation of the intelligent agent connection service system according to the present invention having the configuration as described above will be described in more detail with reference to FIGS. 3 and 4.

The intelligent agent connection service method according to the present invention has a subscriber service that wants to talk to an agent 29 largely, and has location information of a subscriber who is calling, location information of an agent currently online, and corresponding subscriber information. Call setup process to connect the call to the most optimal agent 29, voice call between the subscriber and the agent 29 and the call process to support the necessary information, and call transfer to other local agents 29 The service may be divided into service completion processes, such as supporting call forwarding to another telephone number desired by the subscriber.

First, the call setup process will be described.

As shown in FIG. 3 and FIG. 4, the call setup process is performed with the subscriber information along with the subscriber information to the agent 29 who is not currently in a call in the centralized agent operation environment, as in the case of using a conventional computer-telephony integration (CTI). Instead of the function of connecting a call, in order to provide the optimal information desired by the subscriber in the distributed agent operation environment, the subscriber has the location information of the caller and the location information of the agent 29 who is currently online and not in counseling service. The call is connected to the optimal counselor 29, and at this time, the subscriber information is inquired and information about the subscriber is also provided to the counselor 29 (301 to 304). That is, when the subscriber makes a consultation request call to the public switched telephone network (PSTN) or the mobile communication network through the terminal 21 (301), the network interworking device 23 to the agent connection request call from the public switched telephone network (PSTN) or mobile communication network In this case, the call control device 24 connected to the network interworking device 23 inquires the agent location management database 25 and the subscriber information database 26 and the location information that the subscriber has called, currently online The most optimal counselor 29 is determined based on the location information of the counselor 29 and the corresponding subscriber information (303). Subsequently, the incoming call is connected to the Internet telephone of the counselor 29 and the subscriber information is also transmitted at the same time (304).

Meanwhile, the call process is as follows.

As shown in Fig. 3 and 4, the call process is a step to service the multimedia content or local information, geographic information by voice call between the subscriber and the counselor 29, the counselor 29 through his PC The information desired by the subscriber is directly queried from the information providing device 30 or the geographic information database 27 and the local information database 28 (305) and provided to the subscriber (306), and the service provided is based on various multimedia contents or regions. Specialized geographic information, regional information, etc. may be provided.

On the other hand, when looking at the service completion process, this is largely terminated by the agent 29 after completing all the information desired by the customer, or by the control of the agent 29 in the online state for better service It can be divided into a case of switching to another counselor 29 or a case in which the counselor 29 controls the connection in another online number including a wired / wireless network desired by the subscriber.

As shown in Figure 3, the process of the agent 29 controls the connection in the online state to the other phone number, including the wired / wireless network desired by the subscriber, the agent 29 controls the connection to the other phone number When the network interworking device 23 transmits a call to the corresponding public switched telephone network (PSTN) or the mobile communication network (309), the incoming public phone is processed by the public switched telephone network (PSTN) or the mobile communication network (310). Connect the arc to the side (311).

On the other hand, as shown in Figure 4, the process of switching the call to another counselor 29 under the control of the agent 29 in the online state for better service, the counselor 29 is another agent ( 29), the call control device 24 connected to the network interworking device 23 inquires the agent location management database 25 and the subscriber information database 26, and the subscriber calls the location information. By determining the most optimal agent 29 with the location information of the currently on-line agent and the corresponding subscriber information (403), it connects the incoming call to the Internet telephone of the corresponding agent 29, and simultaneously the existing call information Transmit (404).

As described above, the present invention can be serviced in a similar concept not only in a mobile communication network but also in a general wired telephone network. At this time, the subscriber information can be easily known by calling the address by the subscriber number. In addition, a variety of service aspects can be added to the provided services. For example, various additional services by counselors may be possible.

The present invention as described above can be utilized in various areas for providing guidance and additional services by the counselor. In particular, by providing a direct connection service in addition to simple information and services in parallel with local information in addition to the simple consultation service can greatly improve customer convenience. In addition, it enables customers to call the agent closest to the customer's location so that they can provide subscribers with the most accurate information about their area and, if necessary, directly connect with other local agents to pursue customer satisfaction. . In addition, by simultaneously receiving voice and data on the same line, the system operation cost can be greatly reduced, and the distributed structure can be accommodated and managed, thereby enabling the staff to work from home or work part-time to reduce the operating cost. Generalization and activation can be achieved.

In this embodiment, it is assumed that the PSTN / cellular mobile telephone network is connected to the Internet network / intranet network to provide more intelligent counseling service, but not only the public switched telephone network (PSTN) / mobile telephone network but also the broadband wireless subscriber network. (B-WLL), Radio Frequency Network (TRS), Personal Mobile Communication Network (PCS), Next Generation Mobile Communication Network (IMT-2000) In this case, it should be apparent that the same as the present embodiment.

As described above, it is apparent that the present invention can be equally applied to not only a service by a distributed counselor but also a centralized form or a distributed and concentrated form. In addition, it is possible to use internet network using cable, asymmetric digital subscriber loop (ADSL) or other high-speed line besides modem, other mobile phone network besides current mobile phone network, and future IMT-2000. The same may be configured in an advanced type of mobile telephone network, but it is obvious that such modifications should be regarded as the same implementation method as having the same effect as the embodiment of the present invention.

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, in providing the agent connection service in the telephone-based communication network, by interworking the Internet network to effectively support the voice and various data services and call control to provide a variety of intelligent multimedia services There is.

Claims (16)

In a system for providing multimedia content including additional information such as text, voice, video, other subscriber information, geographic information, local information, etc. by connecting counselors in a heterogeneous communication network environment, Network interworking means for interworking the multimedia contents between the telephone network and the Internet network of the heterogeneous network; Information storage means for storing the location and status information of the counselor; Information management means linked to the internet network for managing the multimedia contents; When the service request of the subscriber through the telephone network is requested, the information storage means is inquired, and according to the result of the inquiry, the subscriber incoming call through the Internet network is selected according to the location of the subscriber. Call setting means for connecting to establish a call path; And Inquiry of the information management means in accordance with the service request of the subscriber through the call path set by the call setting means, and receives the corresponding multimedia content according to the inquiry result from the information management means through the network interlocking means. Agent matching means provided by Intelligent agent connection service system made, including. The method of claim 1, The telephone network, An intelligent agent connection service system, which is substantially a public switched telephone network (PSTN). The method of claim 1, The telephone network, In practice, the intelligent agent connection service system, characterized in that the mobile telephone network. The method of claim 1, The terminal of the subscriber, An intelligent agent connection service system including wired / wireless telephones, mobile phones, and video telephones, and having a storage function for outputting text and image data on a screen when the text and image data are received and reusing them in the future. . The method according to any one of claims 1 to 4, The multimedia content, Practically, intelligent agent connection service system, characterized in that the subscriber information. The method according to any one of claims 1 to 4, The multimedia content, Practically, intelligent agent connection service system, characterized in that geographic / regional information. In a method of serving multimedia content including additional information such as text, voice, video, other subscriber information, geographic information, local information, etc. by connecting counselors in a heterogeneous communication network environment, A first step of determining an optimal counselor among a plurality of counselors who are online on an internet network close to the subscriber according to the location of the subscriber when the service request of the subscriber through the heterogeneous network is requested; A second step of establishing a first call path between the determined optimal counselor and the subscriber; And A third step of retrieving the corresponding multimedia content and providing the corresponding multimedia content to the subscriber through the first communication channel according to the service request of the subscriber through the first communication path; Intelligent agent connection service method made, including. The method of claim 7, wherein After performing the third step, connecting the second call path to another telephone number; The intelligent agent connection service method further comprising. The method of claim 7, wherein A fourth step of establishing a second call path between another counselor and the subscriber among the plurality of counselors who are online on the internet network close to the subscriber according to the location of the subscriber after performing the third step; And A fifth step of inquiring the corresponding multimedia content and providing the corresponding multimedia content to the subscriber through the second communication path according to the service request of the subscriber through the second communication path; The intelligent agent connection service method further comprising. The method according to any one of claims 7 to 9, The corresponding multimedia content, In practice, the intelligent agent connection service method, characterized in that the subscriber information. The method according to any one of claims 7 to 9, The corresponding multimedia content, In practice, intelligent agent connection service method characterized in that the geographic / regional information. The method of claim 10, The telephone network, Practically, an intelligent agent connection service method, characterized in that the public switched telephone network (PSTN). The method of claim 10, The telephone network, In practice, the intelligent agent connection service method, characterized in that the mobile phone network. In a communication system having a processor, A first function of determining an optimal counselor among a plurality of counselors who are online on an internet network close to the subscriber according to the subscriber's location when the subscriber requests the multimedia contents service through the telephone network; A second function of establishing a first call path between the determined optimal counselor and the subscriber; And A third function of querying the corresponding multimedia contents and providing the corresponding multimedia contents to the subscriber through the first communication path according to a service request of the subscriber through the first communication path; A computer-readable recording medium having recorded thereon a program for realizing this. The method of claim 14, A fourth function of connecting the second call path to another telephone number after performing the third function; A computer-readable recording medium that records a program for further realization. The method of claim 14, A fourth function of establishing a second call path between another counselor and the subscriber among a plurality of counselors who are online on an internet network close to the subscriber according to the location of the subscriber after performing the third function; And A fifth function of querying the corresponding multimedia contents and providing the corresponding multimedia contents to the subscriber through the second communication path according to the service request of the subscriber through the second communication path; A computer-readable recording medium that records a program for further realization.