KR20020008492A - An auto dialing system of adverstisement, order, reservation using call center and cti phone basised on cti server and the method thereof - Google Patents

Abstract

PURPOSE: An automatic dialing system for advertisement, order and reservation using a computer telephone integration(CTI) server-based call center and a CTI terminal, and a method therefor are provided so that a user can conveniently use a general telephone communication service through a user terminal by connecting the user terminal accessing the call center and CTI server and receiving the CTI service to the local CTI servers. CONSTITUTION: A head office CTI server(10) is connected to local CTI servers through an exclusive line(14), for collecting and processing information of the whole system, and transmitting the information to the local CTI servers. At least one local CTI server(11) collects local users and branch stores, provides an automatic dialing service to the corresponding branch store when the user intends to purchase the service or goods of the branch store, and transmits local information and local advertisement to the head office server(10). A CTI terminal(12) includes a CTI button for accessing the CTI server. When the user does not press the CTI button, the CTI terminal(12) is used as a general telephone. When the user presses the CTI button, the CTI terminal(12) enables the user to access the local CTI server(11) through a modem and a public switched telephony network(15) in order to receive a wanted service.

Description

Automatic dialing system for advertising, ordering, and reservation using CTI server-based call center and CTI terminal {AN AUTO DIALING SYSTEM OF ADVERSTISEMENT, ORDER, RESERVATION USING CALL AND

The present invention relates to providing a customer support service based on a computer telephone integration (hereinafter referred to as "CTI") system, and in particular, a telephone function and a CTI base by a general public communication network using a user terminal applied to a CTI system. Providing local information using a CTI server equipped with a terminal and a CTI system, a management agency of a large chain store, a reservation service by an automatic connection of an ARS system by a CTI system, an automatic telephone service to a product and a service provider by an automatic dialing CTI-based terminal providing a function and the like and an advertising service method using the same.

The most representative means of communication in our life are telephones using internet communication network, public communication network (PSTN), and wireless portable terminal.

The Internet communication network is strengthened by a high-performance personal computer equipped with high-speed communication lines, large-capacity information processing and storage, and the ability to support multimedia data communication such as voice, video, and text. It is the most convenient and quick way to convey voice information between two people who are separated from each other.

The characteristics of the telephone are the core communication means that are the most widespread communication without the improvement of the functions. The characteristics of the computer are the service providing ability by the rapidly developing information processing and networking communication technology, but the telephone is still It was not as widespread as it was. However, as services become more complex and diversified, there is a need for a combination of computers and telephones to provide services such as voice mailboxes, unattended automated attendant guidance, fax information systems, and integrated messaging systems. The CTI (Computer Telephone Integration) technology is a method of linking a call control function of an exchange for a telephone and a computer function for information processing for such a complex service.

Accordingly, CTI technology is applied to public communication networks and private switching networks to provide various services such as telemarketing and customer support services.

In addition, computer system companies have recently developed telephony devices and media processing devices, foretelling the era of UNPBX, and the concept of CTI is simply to connect computers to enhance information processing functions in the telephone network. It has been extended to the concept of integrating computer and telephone networks.

The most important task for responsive to these demands was standardization, and the standardization that has been going on is introduced.

CTI-related standards can be divided into three parts.

The first is the CTI link, which defines an interface to link the functions of the switching area, represented by the switch, with those of the computing area that typically occurs in a computer.

Standards in this area have been standardized by the Computer Supported Telecommunications Application (CSTA) division of the European Computer Manufacturers Association (ECMA), led by European computer manufacturers.

Here, standardization of CTI link is mainly used for interworking between PBX and computer server.

The second is being progressed by computer manufacturers and companies developing communication media processing devices. The hardware bus method is mainly represented by SCSA (Signal Computing System Architecture) and MVIP (Multi-Vendor Integration Protocol). .

This is to overcome the problem that other information processing methods are not compatible with computers and telephony according to different local bus methods.In the Enterprise Computer Telephony Forum (ECTF), industry standardization such as defining the interface about the overall structure of software is performed. Computer system companies that connect the telephone network based on SCSA and MVIP are realizing the UNPBX concept by implementing the existing private switch function on the computer.

The third standardization process is the application, which is part of the API for controlling the telephone network from a computer. It is a standard for ensuring the independence of hardware and software so that applications can be used regardless of the platform.

The standardization process in this API area is typical of Microsoft, Intel-led Telephony Application Programming Interface (TAPI), Novell, AT & T's Telephony Service Application Programming Interface (TSAPI). .

In this case, TAPI is a method for controlling a telephone connected by a modem and a first-party call control method, and TSAPI supports a third party call control method in an environment where a private exchange and a LAN are connected to a telephony server. It is to.

Here, the first part call control method means to control only a single phone bited by a computer, and the third part call control method is a call control for all phones that are connected to a private exchange by interworking with a PBX and a computer. And monitoring can be performed. In the third part call control method, the CTI link that allows the CTI server and the telephone exchange (PBX) to exchange telephone line monitoring information, call information, and control information is called CTI link.

The CTI link is divided into a physical connection side and a message protocol side, and the physical connection side may be connected by a LAN cable such as RS-232C or Ethernet. The protocol used when CTI server and PBX is connected is mainly X.25 or TCP / IP. In case of local exchange, protocol such as D-channel is used.

Standardization in terms of protocols is being done in CTI Link, and the representative one is CSTA (Computer Supported Telecommunication Application). As the most widely used standard, an application program interface (API) such as TSAPI is also built on CSTA.

CTI application technologies as described above include IVR, VMS, AUDIOTEX, FAX-ON-DEMAND, VOICE MAIL, ELECTRONIC MAIL READER, etc., by using a telephone and a computer. .

CALL CENTER, described above, is a new technology solution that is higher than the existing ARS and VMS, and partially or wholly automates incoming calls to agents or operators.

1, 2, 3, and 4 show a specific solution-specific configuration diagram of the CTI system constructed based on the above description. The present invention is based on the configuration of the above-described CTI system to perform the advertisement and the auto-dial function using the user CTI terminal and the CTI terminal.

Figure 1 shows that the CTI functions according to the prior art can be made into modular applications or application tools 1, respectively, and can be configured independently of the operating system 4 and platform 5 of the system through the library functions 2. It shows a CTI system in the prior art, and is a basic configuration of various CTI implementation services currently in progress.

2 is an ECTF reference configuration standardized in order to develop a platform independent application, to define an interface based on modularity, and to link an existing telecommunication system and an enterprise information processing system in a CTI technology implementation according to the related art.

3 shows the structure of a telephony API developed by Microsoft and Intel for the first party call control scheme according to the prior art.

4 is a diagram illustrating a structure for TAPI call and line control in FIG. 3.

The above describes the ongoing CTI-based technology.

Conventionally, in the case of a user, that is, a general consumer, an advertiser, or a dealership of a large chain store, the user performs a task in order to make an order through a telephone of a product or to make a reservation for a cultural service or a transportation method. Dialing should be done directly to the company, and if the call number for the company is not known, there is a problem in that it is difficult to find the number. In addition, in case of a large chain store, in order to use the notices of each chain store, the report of the chain store, etc., it is necessary to connect to the Internet using a data communication base using a modem or to have a separate leased line. There is a problem that needs to be managed collectively. In the case of an advertiser, if a local advertisement is to be displayed, a labor-intensive method such as a sticker or a leaflet is often used in the method of displaying the local advertisement.

In order to solve the above problems, the present invention connects a CALL service and a CTI server as a CTI technology of the integrated concept to interwork with a user terminal provided with a CTI service and a local CTI server. Its purpose is to provide services such as branch management of chain stores, booking of cultural services and transportation of users, and automatic dialing of orders for goods or services.

Another object of the present invention is to activate a user terminal used for a CTI service.

1 is a block diagram of a CTI system according to the prior art,

2 is a reference configuration diagram of an enterprise computer telephony forum (ECTF) as a CTI integrated technology according to the prior art;

3 is a diagram showing a TAPI structure as a CTI integration technique according to the prior art;

4 is a block diagram showing call and line control of the TAPI of FIG. 3;

5 is an overall configuration diagram of an automatic dialing system for advertisement, ordering and reservation using a CTI server-based call center and a CTI terminal according to the present invention;

6 is a CTI terminal provided to a user for receiving a service according to the present invention;

7 is a schematic configuration diagram of a head office and a regional CTI server;

8 is a flowchart illustrating a process of processing a CTI service according to the present invention;

9 is a flowchart illustrating a CTI-based advertising method according to the present invention.

* Explanation of symbols for the main parts of the drawings *

1: CTI System 2: Library Function

3: operating system services 4: operating system

5: computer platform 10: headquarters CTI server

11: local CTI server 12: CTI terminal

13: KT 080 Server 14: Private Line

15: PSTN 16: Merchant

61 control unit 62 memory

63: LCD 64: Modem

65: voice input and output unit 66: dial unit

67: Call button 68: CTI button

69, 73: connector (RJ11) 71: communication unit

72: database 74: leased line connector

In order to achieve the above object, the CTI server-based call center and an automatic dialing system for advertisement, order, and reservation using a CTI terminal are provided with a CTI system, and the head office CTI server providing various services mentioned in the prior art. It consists of a local CTI server, and a user CTI terminal.

Hereinafter will be described in detail with reference to the accompanying drawings an embodiment according to the present invention.

FIG. 5 is a diagram illustrating an automatic dialing system for advertisement, order, and reservation using a CTI server-based call center and a CTI terminal according to the present invention.

A head office CTI server 10 connected to the local CTI servers by a dedicated line 14 to collect and process information of the central management and the entire system and transmit the information to the local CTI server;

If a user wants to connect, it is a CTI server built for each region where the user resides.It recruits affiliates from each region and the region, and if the user wants to purchase the services and products provided by the affiliate, such as automatic dialing At least one local CTI, which provides a service, receives local information and regional advertisements, sends them to the head office CTI server 10, and provides corresponding advertisements to the CTI terminal 12 to be output on the LCD 63 of the CTI terminal. Server 11;

It is equipped with a CTI button that can be connected to the CTI server, and is used as a regular telephone when the CTI button is not pressed. When the CTI button is pressed, the user can make a local call through the modem 64 and the public network (PSTN) 15. It is characterized in that it is configured as a CTI terminal 12 to access the CTI server 11 to receive the service provided by the CTI server. In addition, shown in the drawings, a public communication network as an industrial infrastructure used by the present invention, and a Korean communication server (KT 080 server) 13 providing various ARS services, 080 services, and the like, and the like.

The aforementioned merchants register as local CTI server 11 merchants providing CTI services, and refer to merchants displayed as service providers when a user presses a CTI button on the CTI terminal 12.

6 is a diagram showing the configuration of a CTI terminal 12 provided to a user for receiving a service according to the present invention.

It is configured to allow the user to receive the CTI service according to the present invention, the configuration of the voice input and output unit 65, dialing unit 66, and the connection status and service menu, affiliated store list, LCD 63 for displaying advertisements, modem 64 for performing data communication to receive data provided by the local CTI server, data and user input information provided from the above-described modem, for example, telephone number. A memory 62 for storing a shortcut function, a control unit 61 for controlling each element provided for a function of a telephone, a data communication function, and the like in the illustrated CTI terminal 12 and a communication connection with an external public communication network. It comprises a connector (RJ11) 69 for.

The components for the telephone function in the above-described CTI terminal 12 are not shown in detail.

A call button 67 and a CTI button 68 are provided as components of the dial 66 of the CTI terminal 12, which is described above when the user wants to receive CTI service. By pressing the CTI button 68 provided at, the internal CTI server 11 is directly connected to the local CTI server 11 in charge of the user's region by a switching action therein. Since the digital data communication with the local CTI server 11 is performed, the CTI button 68 performs a switching function so that the communication line is connected to the outside through the modem 64.

7 shows a schematic configuration diagram of the head office and the local CTI servers 10 and 11.

As shown, the CTI server 10, 11 has a standardized work in the prior art and has the CTI system 1 shown in FIG. 1 as a standard architecture of the computer-telephone integrated system. It is configured to be included in the database (72) and the CTI system (1) that stores the merchant 16 information, received and processed advertising information, member information for each merchant, mileage information for each member and each merchant, In the drawing, a communication unit 71 separated into one external component, a dedicated line connector 74 (for example, RJ45 port) connected to a dedicated line 14 connected to local CTI servers 11, and a general public communication network ( It is configured to include a connector 73 (eg, RJ11 port) provided to be connected to 15).

The above-described CTI system 1 is based on the structure as shown in FIG. 1, and performs ARS, IVR, VMS, telemarketing, and automatic connection with an agent by call control on a telephone and a computer. It controls the call of the CTI terminal 12, and performs a function to automatically dial to the desired merchant. However, the function of the above-described CTI system 1 is not limited to this auto dial function.

8 is a flowchart illustrating a process of processing a CTI service according to the present invention.

(8-1) First, the user determines whether or not to receive the CTI service (S801).

(8-2) When the general telephone function is selected, the user terminates the dial after dialing (S802).

(8-3) However, when the user presses the CTI button 68 to receive the CTI service, the modem 64 operates as a data communication means by the switching function of the terminal, and the local CTI server 11 of the region is In operation S803, menu information of a service provided by a local server is downloaded, the downloaded information is stored in a memory, and displayed on the LCD 63. If the user selects the desired service from the menu using the number buttons configured in the dial 66 (S804, S805),

(8-4) Information about the merchants pre-stored in the local server is output, and if the corresponding merchant is selected by using the number button on the dial unit (S806), the 080 service is automatically connected to the corresponding merchant (S807). ). At this moment, the communication path is changed from the path through the modem to the analog telephone communication path through the modem.

(8-5) The telephone communication with the affiliated store is connected by the 080 service, and the purchase or reservation of the service or the product is performed (S808), and when the user wants to purchase another service or the product, the service of step S804 is again performed. Returning to the menu and repeating the above-described process, if you do not wish to purchase other services or products, the process is terminated (S809).

Here, the problem of payment is that the service provided is order and reservation of goods, etc., so that the burden on the payment system can be reduced by using a method of delivering goods directly or paying directly at the reservation place at the reserved time. However, it is preferable that a separate payment means is provided in the above-described CTI terminal.

The local CTI server 11 connected by the user transmits the user's access record to the head office CTI server 10 and is used as data of the predetermined mileage of the user.

Since the affiliated stores are directly connected in the user area, the effect of advertisement is greater than that of non-affiliated service providers and product sellers, and sales growth can be expected. As a result, merchants pay a CTI server operator a certain fee in return for the merchant.

9 is a flowchart illustrating a CTI-based advertising method according to the present invention.

(9-1) As shown, first, the head office and the local CTI servers 10 and 11 receive advertisements of service providers and product sellers other than each affiliate store or affiliate store (S901).

(9-2) The advertisement received from the local CTI server 11 is transmitted to the head office CTI server 10 through the dedicated line 14 (S902).

(9-3) In the head office CTI server 10, the local CTI server 11 sets a specific time of the day after editing (S903) the advertisements received from the local CTI server 11 and the head office CTI server 10 itself. It transmits to (S904).

(9-4) The local CTI server which downloads the edited advertisement from the head office CTI server 10 and also sets a specific time of day and the processed advertisement is transmitted to the CTI terminal 12 through the modem provided in the user terminal and the CTI It is stored in the memory provided in the terminal 12 (S905).

(9-5) The advertisement information stored in the memory 62 of the CTI terminal 12 is continuously displayed on the LCD 63 when the user does not use the CTI terminal 11 (S906).

(9-6) If there is a new advertisement, it is downloaded again through the modem 64 at a specific time (S907) and a new advertisement is displayed on the LCD 63 of the CTI terminal 12.

10 is a flowchart illustrating a CTI-based large chain store management method according to the present invention.

(10-1) As shown, large chain stores are recruited to affiliated stores (S1001), and the chain stores for each region are registered in a database configured in the local CTI server 11 (S1002).

(10-2) Next, the information transmitted from the head office of the chain store to each chain store is transmitted to the head office CTI server 10 through the public communication network (S1003).

(10-3) The head office CTI server 10 transmits the received information to each local CTI server 11 (S1004), and transmits the received information to the CTI terminal 12 installed in each chain store, thereby providing a large chain store. To manage them.

According to the present invention, the CTI technology of the above-described integrated concept is connected to the CALL CENTER and the CTI server, and the user side terminal receiving the CTI service and the local CTI servers are linked to each other, and through the user side terminal, advertisement, branch management of the chain store, By providing services such as reservations for cultural services and transportation, and automatic dialing of orders for goods or services, the user provides diversity and convenience in general telephone communication.

Claims (6)

Established by region to recruit users in each region and affiliates in the region, if the user wants to purchase the services and products provided by the merchants, provides automatic dialing service to the merchants, and receives local information and regional advertising Centrally manages at least one local CTI server and the regional CTI servers, and collects advertisement information, merchant information, and advertisement information received from the local CTI servers, merchant information, and large chain store management information. A CTI terminal applied to a CTI system including a head office CTI server which is processed and transmitted to a local CTI server. The CTI terminal is provided with a CTI button for connecting to the local CTI server and a modem for data communication, and is used as a normal telephone when the CTI button is not pressed. When the CTI button is pressed, the CTI server is connected to the local CTI server through a modem and a public communication network. Automatic dialing system of advertising, ordering, reservation using a CTI server based on the CTI server, characterized in that to access the service provided by the CTI server. The method of claim 1, wherein the CTI terminal, A voice input / output unit for general telephone communication; A dial unit for dialing; The CTI button connected to the dial unit and provided to access a CTI server; A modem for performing data communication with the local CTI server; A memory for storing data received from the local CTI server and user input information; And And an LCD for displaying data received from the local CTI server. The automatic dialing system for advertisements, orders, and reservations using a CTI server based on a CTI server. The method of claim 2, wherein the data received from the local CTI server, Automatic dialing system of advertisement, order, reservation using CTI server based CTI server, characterized in that any one of the advertising data of the affiliated store or the information data for managing the local chain stores in the chain store headquarters or the upgraded menu data of the affiliated store. . (1) determining whether the user will be provided with the CTI service; (2) when the user selects a general telephone function, the user dials and ends the telephone call; (3) accessing the local CTI server by operating a modem as a data communication means by a switching function of a terminal when the user presses the CTI button to receive the CTI service; (4) downloading menu information of a service provided by the local CTI server, storing the downloaded information in a memory and simultaneously displaying the downloaded information on an LCD; (5) the user selecting a service from a menu using a number button configured in the dial unit; (6) when the information on the pre-stored merchants is output to the local CTI server and the corresponding merchant is selected by using the number buttons of the dial unit, the call connection is automatically made to the corresponding merchant by the 080 service; (7) telephone communication with the corresponding affiliated store by the 080 service, and performing any one of a service or a product purchase or a product reservation; (8) If you want to purchase another service or product further, go back to step 4-4 and repeat the above process. If you do not wish to purchase or reserve another service or product, the process ends. Automatic dialing method using a CTI server-based CTI terminal, characterized in that. (1) ordering advertisements of respective merchants or service providers other than merchants or sellers of goods at headquarters and local CTI servers; (2) transmitting the advertisement received from the local CTI server to the head office CTI server through a dedicated line; (3) after the advertisements received from the regional CTI server and the corporate CTI server itself by the head office CTI server are edited and processed, a specific time of the day is determined and transmitted to each of the regional CTI servers; (4) The local CTI server, which has downloaded the edited advertisement from the CTI server of the head office, transmits the edited advertisement through a modem provided in the user's CTI terminal by setting a specific time, and transmits the edited advertisement to the CTI terminal. And storing in a memory provided in the CTI terminal; (5) displaying the edited advertisement information stored in the memory of the CTI terminal on an LCD when a user does not use the CTI terminal; And (6) The advertisement method using the CTI server-based CTI terminal, characterized in that the new advertisement is displayed on the LCD of the CTI terminal by downloading through the modem when there is a new advertisement. (1) recruiting large chain stores to affiliated stores and registering the chain stores in a database configured in a regional CTI server for each region; (2) transmitting information to be sent to each chain shop from the head office of the chain store to the head office CTI server through a public communication network; (3) transmitting the information received at the head office CTI server to each local CTI server; And And (4) transmitting, by the local CTI server, the received chain store management information to the CTI terminal installed at each chain store, and displaying the chain store management information on the LCD.