KR20050097123A - System for managing telephone communication - Google Patents

Abstract

The present invention relates to a server system capable of providing a telephone call management service in the form of an ASP, and an adapter module and a client system that can be used for the telephone call management service. The telephone call management server system is a gateway for requests from various clients. A recording server that acts as a recording server that performs client login processing, requests and forwards server time for synchronizing client recording time, receives recorded data, sends a database of received data, and adds and updates a database of received data. And a web application server providing a web environment to the client and providing a function of searching, deleting, listening to the recording, and archiving the recorded content, and an archive server that supports interpolation, playback, deletion, and backup of data. do. The client computer is composed of hardware and software, which includes hardware of a general computer system, and the software includes a telephone call management program, a call retrieval program, a user interface program, and an adapter module control program.

Description

System for managing telephone communication

The present invention relates to a telephone call management system, and to a server system capable of providing a telephone call management service in an ASP form, and an adapter module and a client system that can be used for the telephone call management service.

Telephone is one of the representative means of communication, and it is very important for individual users and enterprises to effectively control and manage the communication through the telephone. However, it is not easy for individuals or companies to set up a call center to manage telephone calls and operate them on their own due to technical difficulties or cost burden. Therefore, it is required to develop a system that can systematically manage and use telephone calls.

An object of the present invention is to provide a system that can systematically manage telephone calls.

Another object of the present invention is to increase work efficiency by systematic management of telephone call history and users and automation of telephone call receiving and receiving tasks.

Another object of the present invention is to reduce the initial investment and maintenance costs by implementing the telephone call management in the ASP form.

The telephone call management system of the present invention includes a server system, a client computer, and an adapter module. The server system is a recording server connected to the client computer through the communication network and serves as a gateway to requests from multiple clients. The server system processes client login, requests and forwards server time for synchronizing client recording time, and receives and receives recorded data. A recording server that functions to transfer a database of data, to add and update a database of received data, and to provide a web environment to the client, and to provide a recording function for searching, deleting, listening to recordings, and locating recorded contents. It includes an application server and an archive server that supports interpolation, playback, deletion, and backup of data.

The client computer is composed of hardware and software, which includes hardware of a general computer system, and the software includes a telephone call management program, a call retrieval program, a user interface program, and an adapter module control program.

Embodiments of the present invention will be described below with reference to the drawings.

Service overall structure

The telephone call management service according to the present invention is a personal call center service that combines the customer management function and the telephone recording function provided by the PC in the form of an individual user, and the user uses the service provider's network and system infrastructure without introducing a separate recording system. Can be used. In addition, the service of the present invention call history management (incoming call history management, outgoing call history management, missed call history management, call memo), customer information management (automatic customer information pop-up, customer information update / management), recording management (call Record selection, record all call history, search / listen to recorded file on personal PC, search / listen to recorded file on web, check / edit recorded information, outbound (automatic dialing, manual dialing, softphone dialing), statistics and It provides functions such as report (statistics / report by user, daily / monthly statistical report, hourly statistical report), user management (grade / authorization by user, user status search, and agent evaluation).

1 is a block diagram showing the overall structure of a network to which the call management service of the present invention is applied.

As shown in FIG. 1, the call management server system 100 of the present invention is connected to a client computer 50 through a computer communication network such as the Internet 80. The client computer 50 is connected with the adapter module 70 and a USB cable 75. The adapter module 70 connects the client computer 50 and the client telephone 52 with a cable 55. In addition, the adapter module 70 connects the client phone 52 to the PSTN 40 through the exchange line 35, so that the external phone 30 and the client phone 52 can be connected to the call.

In the example of FIG. 1, the server system 100 provides a client with call history management, customer information management, recording management, outbound, statistics and reports, and user management functions. The structure and operation of the server system will be described later with reference to FIGS. 2 to 9. The client computer 50 is equipped with a telephone call management program and a telephone call retrieval program, which will be described with reference to FIGS. 10 to 18. The adapter module 70 extracts the analog voice signal flowing through the telephone line, converts it into a digital signal, and transmits it to the client computer 50 through USB, and extracts data of a line state, on / off hook state, and DTMF tone. The data is sent to the client computer 50. The structure and operation of the adapter module 70 will be described later with reference to FIGS. 19 to 24.

Server System Structure and Operation

2 shows the overall structure of a call management server system 100 according to an embodiment of the present invention.

The server system 100 of FIG. 2 includes a recording server 110 (RES: Recording Server), a web application server 120 (WAS: Web Application Server), a DB server 130 (MDS: Main Database Server), an archive server 140, ARS: Archive Server, 150, ESS: E-mail Send Server, Short Message Gateway (160, SMG: Short Message Gateway), Maintenance Server (170, OA & M: Operation, Administration & Maintenance) Include.

The recording server 110 converts a network and functions for external clients such as login processing of the client, requesting and forwarding server time for synchronizing client recording time, receiving recorded data, and receiving additional memo data from the client (external network to internal network). The network switch is performed by the network equipment, but the RES performs some functions, and ultimately, to distribute the traffic to improve the efficiency of the network), transfer the received data to the database, add the received data to the database, and Functions for server system inside such as update. In addition, the recording server 110 serves as a gateway for connecting service requests of clients accessing through various paths to internal service servers.

The recording server 110 includes a DB manager program for connecting to a database and an agent manager for connecting to a user. The DB manager easily manages the DB access from each server in the service while maintaining the connection with the main DB, and returns the result. In order to implement this function, the internal server uses the dynamic packet method as a method for accessing the DB, creates a desired query, sends it as text, and the DB manager delivers it to the DB connection instance for execution. It works. The agent manager in charge of the client performs an operation necessary for executing the data transmission packet and the global time received from the user and returns a result.

Regarding global time setting performed by the agent manager of the recording server 110, (i) several recording servers have the same time. (ii) Make sure all service servers have the same time. (iii) Have a backup system in case one server goes down. (iv) All connected client systems have automatic time management at the same time as the server. (v) The recording time of all clients using this service has the same effect as that recorded based on the same clock.

Regarding the data transmission packet, which is one of the packets processed by the recording server 110, the recording server 110 interworks with the data storage server (that is, the archive server 140 ARS) in the service and returns the result. The recording server 110 performs the following procedure. (i) Receive data transmission packets on the client side. (ii) sending a response to the arriving packet. (iii) storing data sent from the client side locally. (iv) send the stored data to the archive server 140 to receive an acknowledgment. (v) Add records relating to data to the database when you receive a confirmation response. (vi) sending a confirmation response to the client. (vii) delete locally stored data. In the process of performing such processing, an error related to the storage of data is returned to the client so that the data can be retransmitted later even when the data is not stored.

In the server system 100 of FIG. 2, the web application server 120 provides functions such as subscriber subscription / cancellation, administrator login, recording search / delete through a web environment, listening to recordings, and backup of recorded contents. The DB server 130 manages client groups, lists, and permissions, and manages billing information, phone number list management, tenant list management, recording history management, backup history management, and the like.

The archive server 140 of the server system 100 supports archiving, reproducing, deleting, and backing up data. The data archiving procedure uses the recording time, site ID, and client ID sent from the recording server to create the path needed for archiving the file, and then opens the data file on the date when recording is started to save the data sent from the recording server as a file. Consists of steps. That is, the path generation rules and meanings of the files stored in the data store are as follows.

% BASEPATH% / Recording Time / Site ID / Client ID / Recording Date.REC

z: /save/20040123/siteID/userID/20030123090513.rec%BASEPATH%: Z: / save <= Freeze on system siteID <= Site ID userID <= Client ID20040123090513.rec <= Jan 23, 2004 09:05 Start recording in 13 minutes

In the server system 100 of FIG. 2, the e-mail transmission server 150 transmits a subscription / unsubscription message of the client, transmits information change contents, announcements, backup cycles, system checks, etc., and notifies the system failure information to the administrator. . The short message gateway 160 functions to deliver a subscription / unsubscribe message to the client, to deliver a notice (backup cycle, system check), and to notify the administrator of failure information. The maintenance server 170 monitors resources (CPU, memory, network, etc.) in the system, monitors and controls the process operation status, and informs the e-mail transmission server 150 and the short message gateway 160 of system failure information. do.

3 is for explaining the recording process performed in the server system 100 of the present invention.

The client runs the client program of the computer system 50 to log in to the server system 100. The adapter module 70 connected to the telephone line is bridged to the telephone line and is connected to the PC 50 through a USB interface. The bidirectional data transmitted through USB includes (i) connection status of the telephone line transferred to the PC 50 to the adapter module 70, handset operation status (hook on / off), caller ID (CID: caller ID) information, packet It includes the call history, and (ii) the phone number information to be sent through the address book management transmitted from the PC 50 to the adapter module 70, and the control for the self-diagnosis function.

When a telephone call is made between the sender and the receiver, the calling number is transmitted to the client computer 50 through the adapter module 70. When the contents of the call are transmitted to the PC 50 through the USB interface, the PC 50 forms an outgoing / receiving phone number, a call history, and additional information about the other party in a file through an encryption algorithm. The PC 50 transmits the file to the recording server 110 in a predetermined place (for example, a data center) of the server system 100 via the IP network. Here, the recording server designs the network in SLB (Server Load Balancing) structure in consideration of the increase of subscribers. The recording server 110 transmits the received file to the archive server 140 to receive information indicating that the file is normally stored and registers the data corresponding to the subscriber ID in the DC server 130. The information added at this time informs the path stored in the archive server 140. If the registration is successfully completed in the DB server 130, the service subscriber is notified that the normal registration is completed. If the registration information is not passed to the client, the client attempts to resend. The archive server 140 manages the differentiated use area for each account according to the client by referring to the storage space usage setting data given when the service is applied for by the subscriber.

4 shows a data reproduction operation process performed in the call management server system 100 of the present invention.

If the original data is needed for data playback, all data is compressed and encrypted and needs to be decrypted. However, since the role of the server 100 is mainly to store data, this role is designed to be executed in the PC 50 of the requesting client. Therefore, the recorded data must reach the client PC 50 in its original form. To this end, in order to download data to the client PC 50, the same program exists in the web server accessible from the external network and is set to be downloadable.

5 shows an inquiry and listening process performed in the call management server system 100 of the present invention.

The client inputs a search condition such as a client ID, a call classification of origination / reception, a group, a counterpart caller name, a recording date, a subscriber's phone number, and additional input information through an inquiry page of the web application server 120 to search. The web application server 120 requests a result value corresponding to the DB server 130d input condition, receives the result from the DB server 130, and then displays the result to the client. If you select the Listen function from the list after searching the call history, you can download and temporarily store the encrypted and compressed files stored on the server locally, or encrypt and uncompress them. Convert file format to wav format. Then listen to a media player or the like commonly used in windows.

6 illustrates a data deletion operation performed by the call management server system 100 of the present invention.

Deletion of data is designed to manage the space of HDD stored by its ID by allowing the administrator of the site to delete files. These commands are made through the web. To this end, an API for accessing the delete function of the program is provided on the web server side to perform a function for deleting all stored details within a predetermined period.

7 to 9 illustrate a data backup operation, a data backup list check and a download operation performed in the call management server system 100 of the present invention.

Data backup, list check and download provide the service to keep the recorded data in one place and play it when necessary. You will need a function to group them together. In order to perform the function of grouping the data in one unit like this, for example, a zip file format may be applied. The administrator at the site checks the date, performs a backup request operation, and then retrieves the backed up list to verify that the backup is complete. It selects one of the checked lists and provides the necessary functions from the web to download locally. The data required for a backup includes the date you want to back up, the site ID, and the client ID. Use this information to search all disks that can be used to store data, generate a list of all applicable files, and use this list to create a batch zip file. In this case, since the generated zip file stores directory information of the original files, the zip file is stored in the same folder form when it is extracted to the client PC 50. The path saved at this time is as follows.

Rules for creating backup data storage paths:

% BASEPATH% / SiteID / Record-All.zip: Backup all client data files

% BASEPATH% SiteID / Record-ClientID.zip: only data from a specific client is backed up

The information needed to check the list of backed up data includes date information for searching, client ID, site ID, etc. The server receiving this information searches all disk paths that can be used to store data. It will return a list of files that meet the criteria, the file size, and the creation date. Among the returned information, the file size and creation date are returned to the download request and used to check whether the request is made by the receiver of the data.

Information for downloading the backed up data includes the site ID, the name of the backed up file (including the recording date and client ID), the size of the file, and the date the file was created. Is to check whether the information is the same as the information of the file being created and stored, and this is for security purposes so that the data cannot be obtained through malicious calls.

Client system

The client system 50 is composed of hardware and software, which includes hardware of a general computer system. The software of the client system 50 includes a telephone call management program, a call retrieval program, a user interface program, and an adapter module control program.

Figure 10 is a block diagram showing the overall structure and operation of the client program that can be used in the call management service of the present invention, Figure 11 is a complete view of the telephone call management program and call retriever that can be used in the call management service of the present invention. A block diagram showing the structure and operation.

10 and 11, the client program includes an adapter module information collection and recording module 210, a server transmission module 220 for a recording file, an MDAC module, a call finder, a recording file player, and a compression codec. Acquiring and Recording Adapter Module Information The module collects the information of the adapter module and records data through the adapter module window driver. The MDAC module connects to the main database (MDB), and the call finder also connects to the main DB so that the retrieved recording file is played by the recording file player. The call management program may be composed of a hardware module related to an adapter module, an API (DLL) for recording call contents, and a program providing a client service using the same. Because it is used as a private unit, it uses a local database, and it is recommended to use MDAC 2.7 or later for this database.

The call management program 300 sends the device command 310 to the adapter module 70 through the adapter module information collection and recording module 210 and receives the device status and call voice information 320. Further, the recording file name 330 is sent to the server transmission module 220 for the recording file, and the MDB is connected to the MDB using the SQL command 340 and the SQL result data 350 (230). The call finder 400 inputs the recording file name 360 to the server transmission module 220 and sends the recording file name 410 to the recording file player 420. The call finder 400 provides an environment for searching and listening to a recording file generated by the call management program 300 or performing a server transmission on a recording file whose server transmission is missing in a selective recording.

As shown in Fig. 12, the call management program detects caller ID (CID), manages incoming and outgoing history including automatic dialing, adds / modifies / deletes customer information, manages address book including server upload, server download, and rejects recording. It provides functions such as recording list management function including downloading a list, configuration and input of external data, and the call finder may be configured as a single window as shown in FIG.

14 is a block diagram showing an interface structure of a client program occurring in the call management service of the present invention.

The login page for user authentication is displayed at the beginning of the program, and the user enters a client ID and password to request user authentication through the authentication server. The authentication server is a part of the web server 120. According to the requested user information, the web server 120 inquires the user information to the database server 130. The database server notifies the authentication server of the result queried by the user information. The authentication server grants the end use approval to the client according to the inquiry result received from the database server, or denies user authentication if the client information is incorrect, and notifies the client program of the result. After the user authentication process is completed, the recording file transfer, recording file information storage, recording file storage, user status information processing, etc., the recording file is created when the call is terminated, the client program recording the recording file to the recording server send. At this time, call information is included in the recording file. In the recording file information storage, the recording server analyzes the recording file received from the client program and stores the call information in the database server. In the recording file storage, the recording server stores the received recording file in the disk storage device. In the result notification step, the recording server requests retransmission if the recording file storage and database call information fail. In the client information processing step, the administrator provides information to enable the administrator to manage the client's state through the client's state information. The client program transmits the client's status information to the recording server at specific time intervals, and the recording server stores the client status information in the database server.

15 is a block diagram showing a manager interface structure occurring in the call management service of the present invention.

The client requests the authorization server to use the authentication request through the login page provided through the web browser. The authentication server uses the information provided in the request to query the database server for client information, grants usage approval, and provides services based on the results. The client requests a desired service through a menu configured using the web. If necessary, the manager / user service requests the database server for information necessary to provide a service, and the database server provides service information on the requested content to the manager / user service. The administrator / user service provides the requested service to the client based on the content provided in the database.

16 is a block diagram showing a recording file listening process occurring in the call management service of the present invention.

Listening to the recorded file is determined by client authentication. If you are a normal client, you can only listen to your own recordings. If you are an administrator, you can listen to all the users in the group you created.

The client requests a call list from the manager / user service. The manager / user service requests the call list from the database server, and the database server provides the call list to the manager / user service according to the request. The manager / user service displays the call list to the client based on the call list received from the database server, and the client provides call information to the web server 120 and requests to listen to the call to be listened to from the displayed list. The web server 120 obtains the recording file from the recording file disk and transmits the recording file to the client according to the information requested by the client. The client converts the received file into a .WAV file that can be played by Windows Media Player, for example. Here, the download and conversion of the file may be performed through a service program (ActiveX) included in the web browser. After the conversion, the web browser plays the recording through the Windows Media Player.

17 is a block diagram showing a recording file download process occurring in the call management service of the present invention.

The client requests the call list from the manager / user service, and the manager / user service requests the call list from the DB server. The DB server provides the call list to the administrator / user service according to the request of the administrator / user service, the manager / user service displays the call list to the client based on the call list received from the DB server, and the client checks the displayed list. Request the backup of the recording file to the web server (120). The web server generates a backup file according to the information requested by the client. The backup file is, for example, a compressed file in a zip format, and the compressed file includes recording files of a section requested by the client. The client requests the web server for a list of completed backups, and the web server displays the requested list to the client. After confirming this, the client requests the web server to transmit the desired file. The web server displays the requested list to the client, which checks the list and requests the web server to send the desired file. The web server sends the requested list to the client, which downloads it and stores it on the client computer.

In the client program described with reference to FIGS. 10 to 17, an 'outgoing call history management function' includes an adapter module 70 status monitoring for determining ring detection, calling party number detection, call detection, etc., call / outgoing call history management, and call memo. And storing call information, storing call / outgoing information in an address book, supporting multiple dialing using a list, moving to a homepage, logging out and terminating a program, and displaying (calling) another window. In addition, the dialing procedure by the client program of the present invention may proceed as follows.

-After confirming that the client telephone 52 is in the off-hook state (with the handset up), if it is not in the off-hook state, it displays a message and waits to pick up the handset.

-Go off hook and wait for 100 ms

-Wait 100㎳ after connecting the headset.

-Check that the line status is disconnected at 500 ms intervals. If it is not connected, the telephone connection of the adapter module 70 may be regarded as wrong, and thus an error message is displayed and the dialing procedure is terminated.

-After dialing an external phone number, wait for the designated time (Prefix delay).

-Dial the actual telephone number and wait for the telephone number * 30㎳.

-Wait 100㎳ after connecting the headset.

-Wait 100ms after on hook.

-Perform another hook again.

Checking the state of the adapter module in the present invention will be described with reference to FIG.

18 is a block diagram showing the overall operation of the state checking routine.

Referring to Fig. 18, the device reads the device status from the device (adapter module) at 200 ms intervals, where the status values are 'hook on / off', 'headset connected / disconnected', 'ring detection', 'caller'. Information 'and the like. Here, the caller information frame may have a structure of occurrence time (DDHHMMSS) + space (1) + phone number + space (1) + caller number. If no caller information is available, a blank is returned. The order is from 1 to 255. If it exceeds 255, it starts again from 1. The determination of the new caller information is determined when the current sequence number is increased by 1 and the previous sequence number compared to the previous sequence number. In the adapter module state checking routine of FIG. 18, it is checked whether the telephone line is disconnected and the device.

MDB structure

The main database that can be used in the client system of the present invention may have the following table structure, for example.

[Customer Information Table (TB_CUST)]

number index Field name shape Length Explanation One GROUPNAME TEXT 20 customer name 2 INDEX CUSTNAME TEXT 10 customer name 3 COMNAME TEXT 20 Company Name 4 DEFAULTTEL TEXT One Primary Phone (0: Company, 1: Mobile, 2: Home 5 INDEX TEL0 TEXT 20 Company telephone 6 INDEX TEL1 TEXT 20 Cell Phone 7 TEL2 TEXT 20 Home Phone 8 DN TEXT 5 Ext 9 ADDR TEXT 200 address 10 POST TEXT 7 Zip code 11 REMARK TEXT 250 Remarks

[Record deny list (TB_REJECT_TEL)]

number index Field name shape Length Explanation One PK CALLKIND TEXT 2 I: Receive, O: Send, IO: Receive 2 PK TEL TEXT 12 Phone number 3 CUST_NAME TEXT 20 customer name 4 REGDATE TEXT 8 Registration date 5 DEL_GB TEXT One Delete separator 6 DEL_DATE TEXT 8 Deletion date 7 REMARK TEXT 255 Remarks

[Recorded file information (TB_OB_RECORD)]

number index Field name shape Length Explanation One REC_TIME TEXT 14 Recording start time 2 INDEX CALLKIND TEXT One Call classification (I: incoming, O: outgoing) 3 END_TIME TEXT 6 Talk time 4 AGENT_NM TEXT 50 Username 5 INDEX AGENT_ID TEXT 10 User ID 6 INDEX ND_NO TEXT 12 Extension number 7 CUST_NM TEXT 20 customer name 8 CUST_TEL TEXT 15 Customer phone number 9 COM_NM TEXT 20 Company Name 10 ADDR TEXT 255 address 11 CALL_RESULT MEMO Call notes 12 SEND TEXT One Whether to send (0: not sent, 1: sent)

Adapter module

19 is a block circuit diagram showing the internal structure of the adapter module suitable for use in the call management service of the present invention, Figures 20a and 20b is a perspective view showing the external structure of the adapter module according to an embodiment of the present invention.

As described above, the adapter module 70 is a module that extracts the voice signal flowing through the telephone line port, converts it into digital data, and transmits the data to the client computer 50 via USB. The module 70 may be connected to a CO line or an analog line, and may extract data of a line state, an on / off hook state, and DTMF tones to transmit data to the PC 50 via USB. Also, it uses USB power input without using separate power. In addition, it has an on / off hook function as an outbound function, functions as a DTMF tone transmission and reception function, and receives a calling party number so that it can be used in a program.

As shown in FIG. 19, according to an embodiment of the present invention, the adapter module 70 may include a USB connection module, a power supply module, a memory (SRAM), a CPU, an LED input / output, a line connection module, a line interface module, a CPLD, a codec, and a line. It includes a check module, DTMF tone check module, on / off hook module, DTMF tone transfer module, caller ID analyzer, hook switch, and a bus for data transfer between these components.

Features of the adapter module 70 are as follows.

-USB communication function (including voice data): The computer's connection to this module is connected via the USB port and automatically recognized. Voice, telephone function control and call process can be performed through the USB port.

DTMF tone detection function: DTMF tones can be checked for outbound on phones bridged on the same line.

Line status checking function: checks the status of the telephone line and transmits the data to the client computer 50.

-Digital data conversion function of voice: Because it has its own voice codec, it does not need a separate sound card.

-On / Off Hook Hook function: It has its own on / off hook function, so it can automatically dial outbound number once at PC or at different number every time call ends.

-On / off hook check function: It maintains the contents of one call per recording file by checking the status of the telephone line by hardware, not by checking the presence or absence of voice.

-Status display of CO line or extension line (LED): It displays the status as LED for the user to know at a time by checking the function of the line.

DTMF tone generation function: Hardware tone reproduction function.

-Call process analysis function (Dial / busy / ringback): In case of outbound, call process can proceed.

-Caller ID analysis function (TYPE 1): Caller ID (CID) can be received when subscribed to caller service.

-Self test function: When running the program, you can test the phone function and the state of the phone line by yourself.

In the external structure of the adapter module shown in Fig. 20, 'PHONE' is a connector to connect a regular telephone 52 or a headset telephone. 'LINE' is a connector that connects telephone line and if it is changed, it may cause malfunction. 'USB' is connected to a USB port of the PC 50. 'HOOK' has a green LED when the phone line is working normally and the phone line is off hooked. 'ACT' indicates the status of the phone line. The green LED is on when normal and the LED is off when disconnected. 'RUN' indicates the current module status and the green LED turns on every 0.5 seconds.

Adapter Module Control Program

In the client program of the present invention, the adapter module control program defines the data transfer between the adapter module 70 and the client computer 50. The adapter module must always be able to transmit voice, DTMF tones, and on / off hook data when requested by the PC 50. The USB communication method uses bulk transfer mode. That is, IN endpoints 0 to 2 and 4 to 7 are used. Endpoint 0 is used for USB control, endpoint 1 is the environmental transfer of the adapter module, endpoint 2 is the current state transfer, and endpoints 4-5, 6-7 are the up voice data and down voice. Send down voice data to double buffering. All data processing is interrupted. The packet length of endpoints 1 and 2 is constant, and endpoints 4 and 6 vary in length depending on the voice data.

The structure and use of the endpoint can be summarized as shown in the table of FIG.

As shown in FIG. 21, endpoint 1 of the output pipe is for writing preferences of the USB-adapter module, and endpoint 1 of the input pipe is for reading preferences of the USB-adapter module. In addition, endpoints 2, 4 and 5, and endpoints 6 through 7 of the input pipe represent the double buffers used to read the current state, the agent data transfer, and the customer data transfer, respectively.

22 shows a data processing flow between a client computer and an adapter module. This data processing can be performed as follows. (i) After initialization, the PC 50 reads data from endpoint 1 to recognize the settings of the current adapter module. (ii) Every time the PC 50 reads through the endpoint 2 the current state of the adapter module. (iii) When the off hook event occurs, the host PC reads the endpoints 4 and 6 alternately at regular time intervals. (iv) If an on-hook event occurs, it reads the current state of the adapter module again through endpoint 2 and repeats steps (ii) and (iii). (v) Endpoint 1 must always send the current configuration state to the adapter module upon host request. (vi) Endpoint 2 must always send the current state to the adapter module upon host request. (vii) Endpoints 4 and 6 must send the length of voice data set to '0' if there is no current call or voice data at host request.

Next, data and packets between the client computer and the adapter module will be described.

If the packet is '1', the HEX value is 0x31 (default Hex value), and output pipe endpoint 1 uses a total of 21 bytes as the setting data value sent by the PC to the adapter module. Select the codec type and EEPROM reading and writing. For EEPROM reads, the spares are all 0x00 and send the value of EEPROM to input port endpoint 1 to the host. In case of EEPROM writing, it fills the byte value to be actually written in spare and receives the above value of adapter module and writes to EEPROM sequentially. Input port endpoint 1, on the other hand, uses 23 bytes and is a reference to whether the host writes voice data in the application based on the current configuration of the adapter module. The application always checks the configuration of the adapter module through this port at startup. Therefore, the adapter module should always be prepared to send data data to this port buffer. Input Fight Endpoint 2 uses 44 bytes and checks the current state every 100ms for on-hook and does not use Endpoint 2 for off-hook. The input pipe endpoints 4 and 5 use 4 to 64 bytes and always use this endpoint to transmit voice data when off hooked, or 0x00 as the effective byte count if no voice data is available. Sends the FIFO level according to the buffer status of the recording module. It manages total 240 관리 buffer and sends '0' if there is 60㎳ data and '3' if there is 180㎳ data to adjust the read speed of the host.

24 is a state transition diagram of the internal operation of the adapter module for data recording.

The USB adapter module has four states: internal state, line disconnection, line connection (standby), and recording. The movement between these devices operates according to the state read value. The method for checking device detachment in the state transition diagram of FIG. 24 determines that the device is detached when the value returned by the DeviceControl (…) function used to read a state or a value from the device is 'false'. In order to determine whether the line is separated, when the value of the field indicating the hook state when the status value of the USB device is read is '0x04', the following status is displayed according to the type of the adapter module.

The part of performing recording in the service of the present invention is a part that must operate very sensitive to time. In particular, because recorded data has to be compressed and encrypted at the same time, it is a thread that reads data from hardware in order to check the status and mix / encrypt / write files without interfering with each other. It is composed of two threads to process the data read and the two threads share a memory pool.

The recorded data is processed in the data processing thread by one block unit (data for 120 ms, 1920 bytes), and the recorded data is processed based on the hook status. If the hook state is off (calling), a new file is created, and the header information is recorded. If the file has already been created, data compression will be performed.

Voice data compression is compressed in near real time using G.723.1 codec, and the compression ratio used is 10: 1, which has better sound quality than compression ratio. The 1920 bytes of data are 96 bytes after compression, and the data is appended to the back of the open file until all the data is written to the file, until the hook state is on hook. At the end of the call, the data that was identified as the customer's information is overwritten in the header.

All the recorded data will generate the kit value by using the recording time information using a special calculation method, and using the generated kit value as the index value of the look up table, scramble all the stored data values into the file. Will be saved. Therefore, it is not possible to restore the original call history using a part of the file, and reverse engineering to interpret the structure of the file that generates and stores the same data is also very difficult.

According to the present invention, the telephone call can be managed systematically, the telephone call history and the user can be systematically managed, and the work efficiency is greatly improved by the automation of the telephone call receiving and receiving task.

In addition, the present invention can implement the telephone call management in the form of ASP can reduce the initial investment cost and maintenance cost.

1 is a block diagram showing the structure of the entire network to which the call management service of the present invention is applied.

Figure 2 is a block diagram showing the overall structure of a call management server system according to an embodiment of the present invention.

3 is a block diagram showing a recording process performed in the call management server system of the present invention.

4 is a block diagram showing a process of an operation for reproducing data in a call management server system of the present invention.

5 is a block diagram showing an inquiry and listening process performed in the call management server system of the present invention.

Figure 6 is a block diagram showing a data deletion process performed in the call management server system of the present invention.

7 is a block diagram showing a data backup request process performed in the call management server system of the present invention.

8 is a block diagram showing a data backup list request process performed in the call management server system of the present invention.

9 is a block diagram showing a data download process performed in the call management server system of the present invention.

Figure 10 is a block diagram showing the overall structure and operation of a client program that can be used in the call management service of the present invention.

Figure 11 is a block diagram showing the overall structure and operation of a telephone call management program and call finder that can be used in the call management service of the present invention.

FIG. 12 is a block diagram showing the functions of the telephone call management program of FIG.

FIG. 13 is a block diagram illustrating the functionality of the call finder of FIG.

14 is a block diagram showing an interface structure of a client program occurring in the call management service of the present invention.

15 is a block diagram showing a manager interface structure occurring in the call management service of the present invention.

16 is a block diagram illustrating a recording file listening process occurring in the call management service of the present invention.

17 is a block diagram showing a recording file download process occurring in the call management service of the present invention.

18 is a block diagram showing overall operation of a state check routine;

19 is a block circuit diagram showing the internal structure of an adapter module suitable for use with the call management service of the present invention.

20A and 20B are perspective views illustrating an external structure of an adapter module according to an embodiment of the present invention.

21 illustrates the structure and use of an endpoint.

22 shows a data processing flow between a client computer and an adapter module.

Fig. 23 is a diagram showing a data and packet structure between a client computer and an adapter module.

24 is a state transition diagram of the internal operation of the adapter module for data recording.

<Description of Major Symbols in Drawing>

30: external telephone 50: client computer

52: client phone 70: adapter module

100: call management server system 120: web application server

130: database server 140: archive server

150: e-mail transmission server 160: short message gateway

170: maintenance server 300: telephone call management program

400: call finder

Claims (1)

A server system connected to a client computer to manage client telephone calls. A recording server that acts as a gateway to requests from multiple clients, including client login processing, server time requests and forwarding for synchronizing client recording time, receiving recorded data, sending a database of received data, adding a database of received data, and Recording server which functions as update, A web application server providing a web environment to the client and providing a function of searching, deleting, listening to recordings, and distributing recordings; Telephone call management server system that includes an archive server that supports interpolation, playback, deletion, and backup of data.