KR20030064731A - A process of automatic telephone exchange and its system - Google Patents

Abstract

PURPOSE: An automatic extension switching method and a device therefor are provided to extract CID(Calling Identification Display) information, and to compare the extracted information with information of a server and a DB, so as to connect with an extension of a corresponding consultant if a consultation history exists. CONSTITUTION: A controller recognizes CID information of a call from a customer. The controller delivers an announcement to the customer and transmits the recognized CID information to a server. The server searches whether the CID information exists in a DB. If so, the server searches corresponding customer information. If corresponding customer information exists, the server transmits the customer information including an extension of a consultant in charge to the controller. The controller connects the call of the customer to the extension and activates a customer information output window in a computer connected to the extension of the consultant in charge. The customer information is displayed on the computer of the consultant when the consultant receives the call. And contents on consultation with the customer are stored in the DB through the computer of the consultant.

Description

Automatic extension exchange method and its device {A process of automatic telephone exchange and its system}

The present invention relates to a method and an apparatus for automatically connecting an external call to an extension number of a person in charge, and more particularly, extracting a caller identification display (CID) information of an in-house server and a database (DB). After comparing with the recorded information, directly connect to the extension of the person who has the call history, and when the first call is made, the caller information (hereinafter referred to as CID information) and the extension of the person in charge are stored in the server and DB, and then the call from the same CID information is The present invention relates to an automatic extension exchange method and apparatus capable of establishing a high-end exchange device at low cost by being able to be connected to a registered person in person and systematically conducting consultation management with a customer, thereby enabling close telemarketing.

The general method of telephone exchange is to answer all telephones directly, and then classify the consultation and connect them to the extension of the person in charge, or use an automatic response system (ARS). However, in case of the counselor, it is a factor of excessive labor cost, and in case of a large amount of telephone call, there is a problem in customer management due to the time or unkind case of correspondence, and in case of ARS, the installation cost is excessive and the caller wants There is a problem of waiting too much to connect with the place.

The purpose of the present invention is to solve the conventional problems as described above, by extracting the CID information and comparing with the information of the server and DB, if there is a previous consultation history, the customer's counseling by connecting to the extension number of the agent The present invention provides an automatic extension exchange method and apparatus for systematically managing and connecting a counselor quickly and accurately and connecting a customer to a desired place.

1 and 2 is a flow chart of the automatic extension exchange method according to the present invention

3 is a block diagram of the present invention

※ Explanation of codes for main parts of drawing

1: controller 2: extension telephone 3: computer

Hereinafter, the configuration and operation of the present invention will be described in detail with reference to the accompanying drawings.

A first step of recognizing, by the controller 1, CID information of a call received from a customer; Transmitting, by the controller 1, the guide voice to the customer, and transmitting the recognized CID information to the server; Step 3, the server searching whether the same CID information exists in the DB; If it is determined that the CID information is in the DB, step 4 of searching for corresponding customer information; If it is determined that the customer information corresponding to the CID information is found by the searching, transmitting the customer information including the CID information and the extension number of the responsible counselor to the controller 1; The controller 1 connects the customer phone to the extension number received from the server, and activates the customer information output window on the computer 3 connected to the extension phone 2 of the counselor in charge; Step 7 in which customer information is output to the computer 3 of the representative when the representative in charge receives a call; It is configured to include; 8 steps that are stored in the DB via the computer 3 of the counselor to consult with the customer.

Here, if it is determined that the same CID information does not exist in the DB as a result of step 3 above, and if the CID information is in the DB but there is no corresponding customer information as a result of step 4, steps 3 and 6 During which the server transmits CID information such as the extension number and the calling number of the operator to the controller 1; Connecting the customer telephone to the extension number of the counselor received from the server by the controller 1; The agent connects to the corresponding agent by extension after the call with the customer; may include.

Then, the status of the extension telephone (2) of the person in charge can be transferred between the step 6 and 7 to attempt to reconnect the phone by sending a missed message in the absence of the call, and during the call to send a busy message .

An apparatus for implementing such a method is shown in FIG. 4, comprising: a controller 1 for receiving a call from an external customer, recognizing CID information, and transmitting CID information to a server; A server connected to the controller 1 to control a DB; An extension telephone 2 assigned to the responsible counselor; A computer 3 having a program for outputting and inputting customer information is included.

Looking at the process of the extension exchange by the apparatus and method as described above are as follows.

All calls from an unspecified number of customers are received by the controller 1. The controller 1 recognizes CID information, which stands for Calling Identification Display, which is a caller information display. That is, all incoming calls are displayed on the controller 1 and the caller's telephone number and name.

The controller 1 transmits the above-mentioned CID information to the server and at the same time sends a guide voice to the customer. The voice announcement can be a variety of things, such as "Wait a moment. I'll connect you with a representative."

When the CID information is transmitted to the server, the server is compared with the DB. The DB stores the contents of the call from the customers and the consultation with the corresponding counselor, and is updated and stored each time.

First, the server determines whether the corresponding CID information exists in the DB. This step is for connecting with the counselor at the time, if there is a previous consultation history, because it is possible to systematically manage the consultation. In addition, it is possible to designate an appropriate agent without a direct call with the customer, which can be done very quickly without waste of time for the customer or the receiver.

If there is CID information in the above step, it is again determined whether there is customer information corresponding to the CID information. Here, the customer information includes all information such as name, address, telephone number, and contents of consultation. Such customer information is updated every time when a telephone call comes in and is stored in the DB.

If it is determined in the above step that there is customer information, the server transmits the CID information and customer information to the controller (1).

Therefore, the controller 1 connects the telephone of the external customer to the extension of the representative in charge received from the server. At this time, both the caller's CID information from the server and the customer information stored in the DB are transmitted to the computer 3 of the counselor in charge. As such, connecting to the extension number for the previously consulted counselor included in the customer information is because the same customer has the greatest possibility of connecting with the same agent.

When the controller 1 connects to the responsible counselor, the computer 3 of the counselor activates the customer information output window to notify that the customer telephone is connected. Of course, the computer 3 of the counselor has a built-in program that outputs customer information, communicates with the server, and updates the customer information in the DB.

Then, it determines the state of busy or absent call of the counselor and sends the guidance message to the customer. In other words, this is done by the controller (1), and when the absence is a guide message such as "Missing. Please try again after a while", and "In a call. Please wait." Can be a message. When the call is in progress, the controller 1 attempts to connect with the counselor again.

Next, when the counselor answers the call, the customer information is output to the computer 3 in detail, so that the counseling history and the like can be viewed. Accordingly, the counselor can respond appropriately to the customer, and knows that he has consulted with the same customer before, so that the counselor can approach the customer very intimately and maximize the effect of the consultation.

After the consultation, the counselor updates the customer information using his computer (3), enters the information for Singdimne, and stores it in the DB through the server.

In the above process, when the basal recognized CID information, the controller 1 immediately transmits the CID information to the operator. Therefore, the operator selects an appropriate counselor and reconnects the agent. In this case, the counselor first writes the customer information and the consultation contents using the computer 3 and stores the information in the DB through the server. The customer information thus prepared includes the extension number of the counselor who consulted, and then the incoming call from the same CID information is connected to the counselor by the controller 1.

As such, the present invention can establish an advanced call center at low cost, manage all information including customer consultation, and can thoroughly handle customer requests, and eliminate time-consuming phone calls and save time. have.

Claims (2)

A first step of recognizing, by the controller 1, CID information of a call received from a customer; Transmitting, by the controller 1, the guide voice to the customer, and transmitting the recognized CID information to the server; Step 3, the server searching whether the same CID information exists in the DB; If it is determined that the CID information is in the DB, step 4 of searching for corresponding customer information; If it is determined that the customer information corresponding to the CID information is found by the searching, transmitting the customer information including the CID information and the extension number of the responsible counselor to the controller 1; The controller 1 connects the customer phone to the extension number received from the server, and activates the customer information output window on the computer 3 connected to the extension phone 2 of the counselor in charge; Step 7 in which customer information is output to the computer 3 of the representative when the representative in charge receives a call; Automatic extension exchange method characterized in that it comprises; 8 steps that are stored in the DB through the computer (3) of the counselor with the customer. A controller 1 for receiving a call from an external customer, recognizing CID information, and transmitting CID information to a server; A server connected to the controller 1 to control a DB; An extension telephone 2 assigned to the responsible counselor; An automatic extension apparatus comprising a computer (3) having a program for outputting and inputting customer information.