KR20020076684A - Emergency Call Distribute Process and CTI Dual System Dissolving Partial Hindrance for Emergency Rescue System of The Fire Defense Head Quarters - Google Patents

Abstract

PURPOSE: A duplexing device permitting a partial failure of a report call process and a system of an emergency system in a fire station is provided to duplex an exchanging function of voice channels by simultaneously processing a PBX(Private Branch Exchange) and an UnPBX(Un-PBX), and to unify monitoring processes for processing the voice channels, thereby increasing system efficiency. CONSTITUTION: A report call is received in a fire station via a PBX(100) and an UnPBX(200). A PBX MP(Monitoring Process)(110) and an UnPBX MP(210) monitor a status and manage a call processing. The PBX MP(110) and the UnPBX MP(210) transmit information on the report call to a CPS(400) as communicating with the CPS(400), and distribute/ARS-process the report call to receipt boards of the CPS(400). The CPS(400) collects the information through an ANI/ALI(Automatic Number Information/Automatic Location Information) server(500), and indicates the report call to be distributed. The CPS(400) controls not to simultaneously distribute the report call of the PBX(110) and the UnPBX(210) in one receipt board. The ANI/ALI server(500) collects the information on the report call as communicating with the CPS(400), and informs of a collected result.

Description

Emergency Call Distribute Process and CTI Dual System Dissolving Partial Hindrance for Emergency Rescue System of The Fire Defense Head Quarters}

The present invention relates to a process for handling a telephone call of an emergency rescue system of the firefighting headquarters, and a duplication apparatus capable of allowing partial failure of the system. In particular, the present invention is a device that duplicates the exchange function by performing simultaneous processing of two PBX switch and UnPBX switch for voice channels transmitted from optical end station of public telephone network.

Recently, some private switching networks have not only exchange functions of simple public switching telephony networks (PSTNs), but also computer telephony integration (CTI), which includes application process management functions for establishing access by viewing the status of ARS broadcasts and agents, which are customer service support functions. The system is adopted.

Typically, the CTI consists of an Interactive Voice Response System (IVRS), a CTI Server, a Routing Server, and an Agent Status Server.

IVRS has the ARS broadcasting function required for the service selection by the customer and the function to detect the DTMF code selected by the customer.The CTI Server can be controlled by the Routing Server, IVRS, and the agent application process. CTI Middleware. In addition, the Routing Server is a server that determines and executes a customer call connected to a RP (Routing Pointer) to receive an agent or ARS standby connection by inquiring a current agent state and a customer's selection code. At this time, the Routing Server does not directly control the reception of the counselor, but only connects the customer's phone to the ACD queue. The reception of the counselor is received by an arbitrary counselor using the ACD function of the exchange itself. In addition, there is an agent application process that directly retrieves the agent state server or the exchange that inquires the agent state and retrieves the information of the incoming call received by the agent.

The operation of the conventional CTI system is described with reference to FIG. 1 as follows.

1. Incoming customer call to PBX switchboard (50), connecting customer phone to representative number.

2. Connect the customer's phone connected to the main number to the ARS inlet port, and ask the customer to select the ARS greeting and service (for example, press 1 for general reception, 2 for PC consultation, and 3 for home appliance consultation). .

3. When the customer selects a service, connects the customer's phone to the RP 40.

4. The Routing Server (30) determines the information about the customer's phone connected to the RP (40), checks which service code is selected, and connects to the ACD Queue to connect to the agent according to the selected code.

5. Transfer the customer phone connected to ACD Queue to the agent. If there is no agent available and there is no connection, connect to ARS waiting port and broadcast waiting message.

6. When there is an agent who can receive customer calls on ARS waiting broadcast, reconnect to RP and execute Routing Server's call connection service.

As described above, the existing CTI system does not have to handle the counseling until the call is connected to the counselor, and there is no means for the specific counselor to receive a specific call among the incoming calls. In addition, voice channel processing proceeds in a continuous and sequential manner. Therefore, in case of partial failure while executing the sequential business process of the existing CTI system, there is a lot of difficulties because the entire system is interrupted.

The firefighting headquarters' emergency rescue system must ensure that the caller's call is connected to the caller as soon as possible due to the nature of the work, the operational stability, and the action in the event of a failure.

In order to achieve the above object,

The present invention minimizes the time between the call reception and the connection with the receiver, and configures the CTI system as a redundancy device that can tolerate partial failure, and thus is a part of the construction of the firefighting headquarters emergency rescue system, which is one application field of the CTI system. The present invention provides a redundancy device that allows for faults.

Still another object of the present invention is to dualize a PBX exchanger and an UnPBX exchanger, thereby enabling the implementation of a duplication device between heterogeneous exchangers.

The present invention for achieving these objectives is to provide a redundant device that can tolerate a specialized call phone processing process flow, and partial failure of the firefighting headquarters emergency rescue system. In particular, the present invention duplicates the exchange function by simultaneously processing the voice channels transmitted from the optical end stations of the public telephone network and performing two PBX and UnPBX exchanges, and unifies the monitoring processes for processing voice channels from the PBX and UnPBX exchanges. It is characterized by the increased efficiency.

1 is a block diagram of a conventional CTI system.

Figure 2 is a block diagram of a PBX switch incoming call processing system according to the present invention.

3 is a schematic diagram of a redundant system according to the present invention;

4 is a block diagram of an active PBX MP failure generation process.

5 is an active UnPBX MP failure generation process configuration diagram.

6 is an active CPS failure generation process configuration diagram.

7 is a block diagram of an active ANI / ALI Server failure occurrence process

Hereinafter, a description will be given of a notification telephone processing method of the present invention with reference to the PBX switch incoming notification telephone processing system of FIG. The configuration of the present invention is shown based on the flow of messages.

1. The incoming call to the PBX switchboard (90), incoming call to the representative number.

2. PBX MP (80) connects the report phone connected to the representative number to the ARS port, broadcasts the ARS greeting to the caller, collects the caller related information (ANI / ALI related information, the same disaster judgment result, and determines the subject of the relief result).

3. When the greeting is over, the PBX MP (80) calls the reporter to the receptionist. If no receptionist is available, connect to the ARS port and broadcast a waiting message.

4. When there is a receptionist who can receive a report on ARS waiting broadcast, the receptionist will be automatically connected.

5. Connect the ARS broadcast notification call to the receptionist who requested the requested notification call when requested by the receptionist.

As described above, the system of the present invention has a short time required until the call is received and is connected to the receptionist, so that a prompt reception is possible. In addition, it manages all the status of the report phone, so it is easy for the receptionist to grasp the status of the report phone, and when the request is made with a specific report phone, the designated report phone can be immediately connected to the receptionist. .

The UnPBX exchange forwarding call handling system works the same way.

Referring to Figure 3 through the duplication processing method of the present invention.

The report call is received by the firefighting headquarters through two types of PBX exchanger 100 and UnPBX exchanger 200. In each exchange, the PBX MP 110 and UnPBX MP 210 processes monitor status and handle call processing. PBX MP (110) and UnPBX MP (210) communicates with CPS (400), transmits information about the call to CPS (400), and executes call distribution and ARS processing to the reception desk indicated by CPS (400). Run

The CPS 400 collects information on the report phone transmitted by the PBX MP 110 and the UnPBX MP 210 through the ANI / ALI server 500, and distributes the report phone as the reception desk that can be accepted from the connected reception desks. Instruct them to. In addition, the CPS 400 controls the PBX switch 110 incoming call phone and UnPBX switch 210 incoming call phone is not distributed at the same time. The ANI / ALI server 500 collects information on the report call transmitted from the CPS 400 while communicating with the CPS 400 and informs the result.

Detailed functional description of each component of the present invention is as follows.

The PBX MP process indirectly controls the exchange through the CTI Server Middleware, which communicates with the PBX exchange. The event generated by the exchange is received and analyzed to extract information, and the extracted information is transmitted to the CPS. The information transmitted to the CPS includes the ARS status, the reception desk status, and the status of the notification telephone (in ARS broadcast or on the reception desk) in addition to the incoming and the ending of the new notification call, and the information is transmitted in real time whenever the status is changed. The PBX MP process operates in either active or stand-by mode with the management of CPS. When operating in the active mode, it has direct authority for call handling as well as for managing incoming calls. When operating in Stand-By mode, only the call management is managed and no call processing is performed.

The UnPBX MP process also controls the exchange while communicating directly with the UnPBX exchange process. The event generated by the exchange is received and analyzed to extract information, and the extracted information is transmitted to the CPS. The information transmitted to the CPS includes the ARS status, the reception desk status, and the status of the notification telephone (in the ARS broadcast or the reception desk) in addition to the incoming and the ending of the new notification call, and the information is transmitted in real time whenever the status is changed. The UnPBX MP process operates in either Active or Stand-By mode through the management of CPS. When operating in the active mode, it has direct authority for call handling as well as for managing incoming calls. When operating in Stand-By mode, only the call management is managed and no call processing is performed.

The CPS process manages the PBX MP, UnPBX MP process and the reception desk application process. CPS can determine the operation status in Active or Stand-By mode by itself, and each MP is connected to CPS to operate in Active or Stand-By mode and execute call processing under the control of CPS operating in Active mode. do. The reception desk application process connects to the CPS and accepts the call made by the CPS. It also receives additional information related to the notification call sent by the ANI / ALI server for reference in distribution of the notification call.

The case of failure handling for each device of the firefighting headquarters emergency rescue system of the present invention will be described as follows through detailed embodiments.

4 shows a case where an active PBX MP 110 failure occurs and the processing is as follows.

1. Active CPS (400) detects a failure

2. Release connection with PBX MP process 110 that has failed in Active CPS 400 and generate warning message.

3. Active switching of PBX MP (120) process in stand-by operation (performance)

4. Normal operation after failover

5 is a case where an active UnPBX MP 210 failure occurs and the process is as follows.

1. Active CPS (400) detects a failure

2. Release connection with UnPBX MP 210 which has failed in Active CPS 400 and generate warning message

3. Active switching of UnPBX MP (220) process in stand-by operation (performance)

4. Normal operation after failover

6 shows a case where an active CPS 400 failure occurs and the processing is as follows.

1. Detect failure in stand-by CPS 410

2. Disconnect from Active CPS (400) process that failed in Stand-by CPS (410), and generate warning message

3. CPS 410 in Stand-By operation automatically switches to Active (Performance)

4. Normal operation after failover

7 is a case where an active ANI / ALI Server 500 failure occurs and the processing is as follows.

1. Active CPS (400) detects a failure

2. The Active CPS 400 disconnects the failed ANI / ALI Server 500 process and generates a warning message.

3. Active switching of ANI / ALI Server (510) process in stand-by operation (performance)

4. Normal operation after failover

For reference, the abbreviations used in the present invention are summarized as follows.

Optical end station : A place where the telephone line from the telephone station to the optical cable is converted into a solid line.

Same Disaster: When someone else first makes a report in the area where the report is being called, the call is now the same disaster.

Distribution: Distributing customer calls to agents in accordance with telephone distribution rules

Incoming Call: The call is connected or connected.

Arc: (call) call, incoming call

ACD : Automatic Call Distributor. Automatic distribution of customer calls to agents

ALI : Automatic Location Information. Automatic location information for incoming calls

ANI: Automatic Number Information. Automatic phone number information for incoming calls

ARS : Automatic Response System. A system that allows an agent to respond to a call by using a recorded message instead of directly.

CCSE : CTMP Center Server Engine. CTI Server Middleware to control the PBX exchange.

CTI : Computer Telephony Integration. Computer and Phone Integration. By integrating a computer and a telephone system, it is possible to use the telephone system efficiently through a PC to implement automatic and redial functions, as well as video conferencing, data transmission and voicemail functions, and automatic information provision for a call. Can be.

In general, CTI's applications range from traditional fields such as voice and call centers to unified messaging and network fax.

CTMP : Computer Telephony Monitoring Process. The name of the CTI Solution created by a third party.

DID: Direct Inward Dialing. Direct dialing, DID, is a service that assigns a portion of the telephone number band to a private company's private exchange at a local telephone company. Using DID, companies can provide a separate telephone number for each employee without actually having to connect as many lines as the number assigned to their exchange.

DOD : Direct Outward Dialing. Call direct

DOD, as opposed to DID, is a service that makes a call from one company's private exchange to another through a telephone company. With DOD, people in your company can each call their own phone. However, not everyone can make calls simultaneously on an external line, but only as many physical lines are received at a telephone company.

IVRS : Interactive Voice Response System. It has the same meaning as ARS.

PBX Exchanger : Private Branch Exchange. Private branch exchange. This method, commonly abbreviated as PBX, installs an operator and an exchanger in the middle of an institution where frequent calls are made, such as a school or a company, so that the operator can manually connect the call line and use the internal telephone. The way.

PSTN : Public Switched Telephone Network. A public switched telephone network, commonly referred to as PSTN, is a communication network that provides voice data exchange service by connecting users' telephones through exchanges. It is through this public switched telephone network that we call from the home and talk with others. Basically, the public switched telephone network supports the exchange of voice information. However, as the data communication technology of the computer develops, various data communication services also use the public switched telephone network.

UnPBX Exchanger : Un-Private Branch Exchange. It means exchanger, not PBX type, and it is a switch that can control the device that provides the function of the exchanger through a separate program operated by Computer.

As described above, the present invention relates to the design of a redundancy system that can tolerate a partial call of the system and the call handling process of the emergency response system of the fire department. In particular, the present invention breaks away from the conventional telephone distribution system, which distributes the telephones under the control of the monitoring process, enables the receptionist to grasp the situation and handles the telephone connection request of the receptionist, while at the same time the optical station of the public telephone network By performing dual processing of PBX exchange and UnPBX exchange at the same time, the voice channel transmitted from the PBX exchange is duplicated, which can solve the serious case that the whole system is stopped in case of partial failure while executing the sequential business process of the existing CTI system. Can be.

In addition, a parallel processing function between the PBX monitoring process, the UnPBX monitoring process, and the reception desk provides a unified monitoring process that processes voice channels from the PBX exchange and the UnPBX exchange, enabling efficient system operation as well as duplication of heterogeneous exchange periods. Device implementation was made possible.

Claims (8)

The firefighting headquarters emergency rescue system consists of the Gwangdan Station, PBX, UnPBX, PBX MP, UnPBX MP, CPS, and ANI / ALI, allowing emergency call handling processes and partial failure of the system. Redundancy system. The method of claim 1, PBX MP system, characterized in that all the events related to the incoming call received by the PBX exchange from the engine receives the distribution and control for each call. The method of claim 1, UnPBX MP system, characterized in that the distribution and control for each call by receiving all the events related to the report phone call to the UnPBX exchange without the help of the engine. The method of claim 1, Receive all information about calls sent from PBX MP and UNPBX MP, It is equipped with a process to control the connection of the agent to monitor the current state of the agent in real time to connect each agent without overlapping assignments, The agent itself determines which exchange is the incoming call and sends the request to the MP. CPS system, characterized in that the transmission of the ANI transmitted from each MP to the ANI / ALI process, and processing the ALI information, the same disaster determination information, the determination of the subjects of peace of mind response to the ANI / ALI process to transmit to the counselor. The method of claim 1, Two PBX MP and UNPBX MP processes operate in active mode and inactive mode under the control of CPS, respectively. Actual work is performed by PBX MP and UNPBX MP processes operating in active mode. PBX MP and UNPBX MP processes operating in inactive mode synchronize information about the current call status and agent status. If a process running in the active mode fails, the inactive mode switches to the active mode under the control of the CPS, and performs the task with the synchronized information. At the same time, in the active MP process MP redundancy system, characterized in that the user provides information on the failure. The method of claim 1, Two CPS processes are executed and run simultaneously, and each process monitors each other's status and operates by determining active and inactive modes on its own. The actual work is carried out by the CPS process in the active mode, and the CPS process operating in the inactive mode receives only the transmission information of the active mode process and synchronizes it. If a process running in the active mode fails, the process running in the inactive mode automatically switches to the active mode and continues working with the synchronized information. At the same time, CPS redundancy system characterized in that it provides the user with failure information in the active CPS process. The method of claim 1, The ANI / ALI process collects information on the calling phone call requested by the CPS while communicating with the CPS process, and sends ANI information to the Korea Telecom to request ALI information and receives ALI information in response to the CPS. The ANI / ALI system, which transmits the ALI arrival result, and communicates with the database server to execute the data processing work for the report call and the same disaster determination and relief subject determination service, and transmit the determination result to the CPS. The method of claim 1, Each CPS communicates with each ANI / ALI process at the same time and performs information exchange with the connected ANI / ALI process without any distinction between active and inactive by simultaneously executing two ANI / ALI processes. If the ANI / ALI process that is communicating with the CPS fails, the CPS performs normal operations while sending and receiving information with other ANI / ALI processes, and alerts the user that one of the ANI / ALI processes has failed. ANI / ALI redundancy system.