KR20050036121A - Call-distribution method and system - Google Patents

Abstract

In the present invention, for the processing of incoming and outgoing calls, the dialing exchange technology by tone is combined for the processing of incoming and outgoing calls, and the accumulated call time of the agent is monitored while determining and analyzing the line status of the exchanged extension telephone in real time. A call distribution method and call distribution device for performing a connection for each minimum call time are disclosed.

The present invention for this purpose is connected to the exchange device 10 and the external management system 28 for connecting the customer and the counselor 12, the line connection for processing the signal transmission, and the voice guide for performing voice guidance during incoming and outgoing (14), a dual tone multi frequency (DTMF) processor 16 for detecting a button signal, which is a key signal transmitted from a customer's telephone, and dialing an extension subscriber number of an exchange system to perform a call transfer; Call progress processing unit 18 for analyzing and determining a signal on a telephone line connected to the telephone line, a call time monitoring unit 20 for storing and managing an extension telephone number and other operation log and statistical processing information designated by an exchange device, A circuit selector 22 and an external management system 28 that connect to an internal bus or perform an access telephone line selection to perform internal data processing, and communicate with an external host or a TCP / IP server. Includes a data communication processing unit 26 for processing Ethernet control and serial communication, and connects an agent phone according to the minimum talk time rank and the state of an agent call from the call time monitoring unit 20 and the call progress processing unit 18. The module expansion unit 32 is formed to enable parallel expansion between devices so that the serial and the network, which is a medium environment between the call processing unit 30 and the external management system 28, are shared.

Description

Call distribution method and call distribution device {Call-Distribution Method and System}

The present invention relates to a call distribution method and a call distribution device, and more particularly to a call distribution method and a call distribution device that provides a variety of functions in a simple system.

In general, the telephone is a core communication means that is widely spread without changing its function, and when the exchange is used, distributed communication to each extension is possible.

On the other hand, computers are expanding their ability to provide services with rapidly developing information processing and networking technologies, but they are not as widespread as telephones.

However, in recent years, as the service becomes more complex and diverse, the necessity of providing a service by connecting a computer and a telephone such as a voice mailbox, an unattended auto attendant wife, a fax information system, an integrated messaging system, etc. is greatly increased.

CTI (Computer-Telephony Intergration), a method and technology that combines the call control function of an exchange for a telephone and the information processing function of a computer, has emerged.

1 is a diagram illustrating an example of a call center. The call center system provides a predetermined voice guidance message to a customer who is connected to a private branch exchange (PBX), which is a telephone exchange equipment. An IVR (Interactive Voice Response) server, a CTI server providing a telephone exchange service using a computer, a plurality of counselor computers, a database for a call center operation, and the like are connected through Ethernet.

However, such a call center system has a problem incurred due to excessive cost of construction and maintenance due to a private exchange.

That is, a separate software for maintaining the system must be provided, a database must be managed, and an expert for managing the system is required.

In this regard, UnPBX system has been developed and performed by installing a dedicated board for exchange in a computer without an exchanger, and in part, it is possible to use additional hardware that extends the exchange function even in a small and medium sized exchange system.

However, this also handles the call connection by using the CP (Call Progress) function of the voice processing board in the computer system when the automatic switching system is introduced. Inconvenience of time drift occurred after voice response occurred, and use of general-purpose system was unstable to secure stability.

Moreover, the biggest problem is the rational connection to the operator.

In more detail, regardless of the capacity or capacity, the call center using the exchange device detects the call line to the person in charge and connects to another line sequentially when the call is in progress. have.

This is because the conventional system monitors the work situation of the person in charge and connection according to the condition is not performed, and this work concentration is also a complaint from a company in which a number of person in charge are prepared.

Accordingly, the present invention has been made in order to improve the above problems, combined with the dialing exchange technology by tone for the processing of incoming and outgoing calls, and in addition to the determination and analysis of the line status of the exchanged telephones in real time, cumulative of counselors The purpose of the present invention is to provide a call distribution method and a call distribution device that monitors talk time and performs connection by minimum talk time.

DETAILED DESCRIPTION Hereinafter, the most preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art can easily implement the present invention. . Other objects, features, and operational advantages, including the purpose, working effects, and the like of the present invention will become more apparent from the description of the preferred embodiment.

For reference, the embodiments disclosed herein are only presented by selecting the most preferred examples to help those skilled in the art from the various possible examples, the technical spirit of the present invention is not necessarily limited or limited only by this embodiment, Various changes and modifications are possible within the scope without departing from the technical spirit of the present invention, as well as other equivalent embodiments will be found.

First, the call distribution device of the present invention has a structure that is connected to a two-four-wire analog telephone line having an exchange number separately from a plurality of counselors or subscriber telephones based on a small-to-medium capacity exchange device.

In addition, the call distribution device of the present invention has a structure that includes an Ethernet port connected to a serial or network for processing data communication with a host separately designated as an external management system.

Figure 2 is a block diagram showing the concept of a call distribution device according to the present invention, Figure 3 is a block diagram showing the incoming signal processing of the call distribution device according to the present invention, Figure 4 is an embodiment of the present invention Fig. 1 is a block diagram showing the signal processing of the call distribution device.

The present invention has a connection circuit of a plurality of telephone lines, dials a specific telephone number and determines the type of whether the signal coming back from the telephone line is busy or dialed, and connects them in the order according to the accumulated talk time of the agent or the next number. In addition to automatically dialing the data, the result is a call distribution method that is mediated with an external management system by transmitting data through serial or Ethernet.

Specifically, an agent request signal input step of receiving an incoming or outgoing call through an exchange device that connects a customer to an agent phone and an external management system capable of executing an outgoing command; and a call time of an agent separately from the agent request signal input step. A total call decay meter that monitors the cumulative talk time of each agent by: determining the rank as the minimum call volume through the total call monitoring when the agent request signal is input, and then, according to the busy state through the line signal of an agent phone. Call distribution method consisting of the agent connection step to connect the.

In addition, when dialing a telephone number, receiving a telephone number from a host or a server includes processing the next operation of an incoming call and an outgoing call processing.

The present invention provides a call distribution device for this purpose, the present invention is connected to the exchange device 10 and the external management system 28 for connecting the customer and the agent, the line connection unit 12 for processing the signal transmission, and the incoming call and A voice guide unit 14 that performs voice guidance at the time of transmission, and a DTMF (dual tone multi frequency) for detecting a button signal which is a key signal transmitted from a customer's phone and dialing the extension subscriber's number of the exchange system to perform a call transfer. Call processing unit 18, the call progress processing unit 18 for analyzing and determining the signal on the telephone line connected to the switching device 10, the extension telephone number and other operation log and statistical processing information designated by the switching device An external call as a time monitoring section 20, a line selection section 22 and an external management system 28 that connect to an internal bus or perform connection telephone line selection for internal data processing of a plurality of line connections. Data communication processor 26 for controlling serial communication and Ethernet control for communicating with a PC or TCP / IP server, and the minimum call time rank and counselor from the call time monitoring unit 20 and the call progress processor 18. Call processing unit 30 that connects the agent phone according to the busy state and the module expansion unit 32 is formed to enable parallel expansion between devices so that the serial and network as a medium environment between the external management system 28 It is a conversion system.

In addition, it includes the operation of a TCP / IP socket server or a client system with its own network address inside the device and the system in conjunction with a host system, which is an external management system.

As described above, the call distribution device of the present invention is a device in which the blocks of the functions are processed by interworking with each other organically.

Since the present invention can be used not only for call distribution but also for call distribution according to the function of the host, the operation is described by dividing the call distribution and the call distribution.

First, when the operation procedure for the incoming signal distribution according to Fig. 3 is described in the order of ① to ⑤, the start of the function always starts when the customer makes a call from the outside to the small and medium capacity exchanger 10.

The switching device 10 is configured to give a ring signal to the extension connected to the present invention. When the trunk line is received, the line connection part 12 of the present invention notifies the call processor 30 that there is an external ring. do.

In the call processing unit 30, if there is an incoming ring, the call time monitoring unit 20 retrieves the total call volume of the counseling extension number, finds the extension number which has the least number of calls, and rings the line selection unit 22. The number of the arrived line connection part 12 is transmitted and instructed to off-hook the corresponding line.

Then, the exchange device 10 stops the ringing call and connects the incoming customer's phone. If the incoming call of the customer is processed normally, the call processing unit 30 instructs the voice guidance through the voice guide unit 14, The DTMF processing unit 16 is instructed to switch the incoming call to the searched extension number, and at the same time, the call progress processing unit 18 is instructed to analyze the signal on the track.

The DTMF processing unit 16 transfers the transferred extension number and waits for the next command.

In the exchange apparatus 10, the telephone number of the customer is switched by dialing the corresponding extension number, and the call progress processor 18 analyzes the signal flowing on the track in real time to determine whether the extension number is busy or ringback signal. Determining whether or not to enter the transfer to the call processing unit (30).

In addition, when normally connected to the telephone of the extension number to be switched, the call processing unit 30 instructs the line connection unit 12 to change the telephone line from off-hook to on-hook, and the line connection unit 12 When the line is on-hook, the customer's phone is automatically switched to the agent's extension number and the call is made.

During the operation, the call progress processing unit 18 analyzes the signal on the line. When the searched extension number is busy, the call progress processing unit 18 transfers the signal to the call processing unit 30, and the call processing unit 30 uses the extension number of the next rank as the DTMF processing unit 16. ), And call progress processing section 18 and line selection section 22 are instructed.

In addition, when operating a host including a database, etc. as an external management system 28, interworking with the host to select the extension number, and attempts to exchange to handle the call with the customer as soon as possible.

After the exchange with the designated extension number for the incoming call, the call time of the corresponding extension number is accumulated and recorded in the call time monitoring unit 20.

Or, if all the stations are busy, switch to the designated line to handle the incoming call of the customer.

In addition, it is possible to sequentially exchange the extension number of the stored exchange device, and when the next incoming call is processed, the incoming number is processed to the next number of the first exchanged number.

4, following the call processing according to the incoming call processing, the external management system 28 transmits the telephone number for the calling signal from the host, which is the external management system 28, to the present device as an IP number of serial or TCP / IP. The communication processing unit 26 receives this and the call processing unit 30 calls the line selection unit 22 for the outgoing call as in the case of the incoming call processing.

At this time, when the line with the telephone station is connected and the normal connection is established, the line selector 22 notifies the call processor 30 that the connection is established.

The call processing unit 30 dials the DTMF processing unit 16 and the call progress processing unit 18 to the telephone number received from the host, and analyzes / determines a signal returned from the track to call the call progress processing unit 18. If the dial is busy, the call connected to the extension number of the exchange device 10 is switched back to the extension of the exchange device 10 so that the call can be made with the counselor.

If a call is in progress, the call is interrupted and the next number is tried again.

In addition, when processing incoming and outgoing calls, the DTMF processor has a structure that processes the signal so that the customer can receive the number of the phone with voice guidance.

Next, in the present invention, communication between devices is possible by having a module extension unit to enable parallel expansion for sharing an external management system.

That is, data communication lines such as power, serial, and Ethernet are connected to an external management system, and the present invention is extended through a module expansion unit to share power and communication lines.

According to the present invention as described above, it is possible to efficiently distribute telephone consultation services, reduce expensive equipment costs, and also use libraries to exchange telephones in other regions to remote telephones according to the host's operational capabilities. As it is possible to implement a system that can be exchanged without interruption at the time, there is an effect that various services are available for the input amount.

1 is a schematic diagram of a call sensor system for explaining a CTI,

2 is a block diagram showing the concept of a call distribution device according to the present invention;

3 is a block diagram showing an incoming signal processing of a call distribution device according to the present invention;

4 is a block diagram showing an outgoing signal processing of the call distribution device according to the present invention.

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

10-switchboard, 12-line connection,

14-voice guidance unit, 16-dual tone multi frequency (DTMF) processing unit,

18-call progress processing unit, 20-call time monitoring unit,

22-circuit selector, 26-data communication processor,

28-external management system, 30-call handling unit,

32-module extension,

Claims (3)

An agent request signal input step in which an incoming or outgoing call is input through an exchange device that connects a customer to an agent phone and an external management system capable of executing an outgoing command; And a total call amount time monitor for monitoring the cumulative talk time of each counselor by the talk time of the counselor separately from the input of the counselor request signal: And an agent connection step of determining an order of the minimum call volume through the total call volume monitoring when the agent request signal is input, and then connecting an agent according to a busy state through a line signal of an agent phone. The call distribution method of claim 1, wherein the dialing method comprises receiving a telephone number from a host or a server and processing a next operation of an incoming call and an outgoing call processing. A circuit connection unit 12 that handles signal transmission mediated by an exchange apparatus 10 and an external management system 28 for connecting a customer and an agent, a voice guide unit 14 for performing voice guidance during incoming and outgoing calls; DTMF processing unit 16 which detects a button signal transmitted from a customer's phone and performs a call transfer, a call progress processing unit 18 which analyzes and judges a signal on a telephone line connected to the switching device 10, and an agent's telephone. The call time monitoring unit 20 accumulates and monitors the total call time according to the call time, the line selector 22 which connects with an internal bus or performs an access telephone line selection to process internal data of a plurality of line connections, and an external device. The management system 28 includes an Ethernet control for performing communication with an external host or a TCP / IP server, and a data communication processing unit 16 for processing serial communication. The call time monitoring unit 20 and the call progress processing unit 1 are included. 8) enable parallel expansion between devices so that the call processor 30 which connects the agent phone according to the minimum talk time rank and the state of the agent call and serial and network which are mediated environment with the external management system 28 are shared. Call transfer system formed module expansion unit 32 to.