KR20050102711A - Apparatus and method for processing signal in ivr - Google Patents

Abstract

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to signal processing of an IVR (Interactive Voice Response) system. The present invention relates to software processing of a fax signal processing and a voice signal processing using a digital signal processor, thereby reducing the cost of configuring an IVR system. The present invention proposes a signal processing apparatus and method for an IVR system that have advantages in space utilization.

Description

Signal processing apparatus and method in an AV system {APPARATUS AND METHOD FOR PROCESSING SIGNAL IN IVR}

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to signal processing of an IVR (Interactive Voice Response) system, and more specifically, to enable voice signal processing and fax signal processing using a digital signal processor (hereinafter referred to as "DSP"). It relates to a signal processing apparatus and a method thereof.

In many areas of society, for example, banks, insurance, securities or distribution companies are in fierce competition for customer service. In addition, for the convenience of services and accurate resource management for customers, various operation methods and computer systems supporting them are being introduced.

In the meantime, support for call centers, which are the top contact points for customers, is essentially accelerating the introduction of computer-telephone integrated systems (CTIs). With the introduction of computer telephone integrated system, not only the handling of calls but also the high-quality service for customers starting from the telephone by using the telephone network that can request the simplest desired service despite the age and gender. Various tasks can be supported.

At present, many call center systems are mostly introduced with IVR systems.

IVR system is an audio processing system that can be constructed and used by ARS (Automatic Response System), VMS (Voice Mailing System), unmanned automatic exchange according to the purpose of use regardless of time and place through general telephone network. It is a system that can respond quickly and accurately to various requests such as inquiry telephone, reservation, consultation and inquiry, and information service of numerous customers, and to computerize telephone service.

In recent years, FAX processing has been added to the IVR system. This is necessary when receiving a document such as a copy of a resident registration from the sender after establishing a connection with a call center counselor.

1 is a diagram illustrating an IVR system to which a FAX processing function is added.

Referring to FIG. 1, the IVR system includes a voice processing board 200, a fax processing board 210, and an IVR server 300. The fax processing board 210 is mounted on the voice processing board 200, and the voice processing board 200 is an Industry Standard Architecture (ISA) slot (not shown) or a peripheral component interconnect (PCI) provided in the IVR server 300. It is mounted in a slot (not shown).

The voice processing board 200 includes a DSP 202, a codec 204, a switching unit 206, and a signal processing control unit 208. The fax processing board 210 is connected to the switching unit 206. do.

The codec 204 converts a signal received through the public telephone network (PSTN) 100 into a digital signal, and converts a digital signal to be transmitted to the public telephone network 100 into an analog signal.

The DSP 202 is composed of a signal analysis module 202a and a voice signal processing module 202b. The signal analysis module 202a analyzes whether the digital signal output from the codec 204 is a voice signal or a fax signal. Whether the digital signal output from the codec 204 is a voice signal signal or a fax signal is determined by a CNG (Calling Tone) signal. If it is determined that the digital signal output from the codec 204 is a CNG signal, the signal analysis module 202a generates a fax processing signal and provides it to the signal processing control unit 208.

The voice signal processing module 202b is in charge of processing voice signals transmitted and received.

The signal processing controller 208 controls the switching unit 206 so that the codec 204 and the fax processing board 210 are connected when the fax processing signal is received from the signal analysis module 202a.

The switching unit 206 is configured to connect the codec 204 and the fax processing board 210 under the control of the signal processing control unit 208 while the codec 204 and the DSP 202 are set to be connected.

The fax processing board 210 includes a modulation demodulation unit 210a, and demodulates the fax signal received from the codec 204 through the modulation demodulation unit 210a and provides the demodulation unit 210a to the control unit 208.

The signal processing control unit 208 analyzes the result of the fax signal processing on the FAX processing board 210 and provides the analysis data obtained from the analysis result to the IVR control unit 304 through the interface 302.

 The IVR control unit 304 includes a voice signal processing DLL (Dynamic Link Library) and a fax signal processing DLL. The IVR control unit 304 controls the operation related to the voice signal processing using the voice signal processing DLL, and controls the operation related to the fax signal processing using the fax signal processing DLL. In the case of fax signal processing, the IVR controller 304 converts the fax signal analysis data received from the signal processing controller 208 into a file format (for example, tiff format, etc.) and stores it in the memory 306.

When there is a request for transmission of a fax signal, the IVR controller 304 provides the signal processing controller 208 to the signal processing controller 208 via the interface 302 when the fax signal is transmitted.

The signal processing controller 208 controls the switching unit 206 to connect the codec 204 and the fax processing board 210.

After the codec 204 and the fax processing board 210 are connected, the signal processing control unit 208 analyzes the fax data transmitted from the IVR control unit 304 and provides the same to the demodulation unit 210a.

The modulation and demodulation unit 210a modulates the fax data transmitted from the IVR control unit 304 and provides it to the codec 204.

The codec 204 converts the fax data modulated by the modulation / demodulation unit 210a into an analog signal and outputs the analog signal to the public telephone network 100.

However, the IVR system shown in FIG. 1 should be provided with a fax processing board 210 to transmit and receive fax signals. However, it is costly to implement the FAX processing board 210 in hardware, and because it is implemented in hardware, there is a problem that takes up a lot of space in the IVR system.

Accordingly, the present invention was devised to solve the above problems, and it is possible to reduce the cost and reduce the space occupancy of hardware by using software to process the fax signal processing and the voice signal processing using a DSP. An object thereof is to provide a signal processing apparatus and a method thereof.

Signal processing apparatus of the IVR system according to an aspect of the present invention for achieving the above object, distinguishes the voice and fax signals received through the network, and each of the separate voice signal and fax signal signal processing module (DSP Process within).

In the signal processing apparatus according to an aspect of the present invention, the signal processing module (DSP), a signal analysis unit for distinguishing voice and fax signals received through the network, a voice processing unit for processing the discriminated voice signal, And a fax processor for processing the distinguished fax signal.

In the signal processing apparatus according to an aspect of the present invention, the received voice and fax signal is distinguished using a CNG tone signal.

In the signal processing apparatus according to the aspect of the present invention, the network may be a public telephone network (PSTN).

A signal processing method of a digital signal processing processor in an IVR system having a digital signal processing processor (DSP) including a voice / fax signal processing module according to an aspect of the present invention for achieving the above object, the signal received through the network A first step of determining whether the voice and fax signals, and the second step of controlling the fax signal processing module to perform a signal processing for the fax signal when the received signal is a fax signal.

In the signal processing method according to an aspect of the present invention, whether the received signal is a voice and a fax signal may be made of a CNG tone signal.

In the signal processing apparatus according to an aspect of the present invention, if the received signal is a voice signal, the method further includes controlling the voice signal processing module to perform signal processing on the voice signal.

In the signal processing apparatus according to the aspect of the present invention, the network may be a public telephone network (PSTN).

Hereinafter, a signal processing apparatus and a method of an IVR system according to the present invention will be described in detail with reference to the accompanying drawings.

2 is a diagram illustrating a signal processing apparatus of an IVR system according to an embodiment of the present invention.

Referring to FIG. 2, the IVR system includes a voice processing board 200 and an IVR server 300.

The voice processing board 200 is mounted in an ISA slot or a PCI slot installed in the IVR server 300.

The voice processing board 200 includes a codec 204 and a DSP 220.

The codec 204 converts a signal received from the public telephone network 100 into a digital signal and provides it to the DSP 220. The codec 204 converts a signal to be transmitted from the IVR system into an analog signal and transmits the signal to the public telephone network 100.

The DSP 220 includes a fax signal processing module 220a, a signal processing control module 220b, and a voice signal processing module 220c.

The signal processing control module 220b determines the type of digital signal received from the codec 204. Here, the determination of the signal type is made by the CNG tone signal indicating the start of the fax signal.

In addition, if the digital signal received from the codec 204 is a CNG tone signal, the signal processing control module 220b controls the fax signal processing module 220a to process the received fax signal, and is received from the codec 204. If the signal is a DTMF signal, the voice signal processing module 220c is controlled to process the received voice signal.

The fax signal processing module 220a demodulates the received fax signal and provides it to the IVR controller 304, and modulates the transmitted fax signal and provides it to the codec 204.

The voice signal processing module 220c demodulates the received voice signal and provides it to the IVR controller 304, and modulates the transmitted voice signal and provides it to the codec 204.

The IVR control unit 304 controls operations for voice signal processing and fax signal processing according to the voice signal processing DLL (Dynamic Link Library) and the fax signal processing DLL. The operation thereof will be described in the process of describing the operations of the voice signal processing and the fax signal processing.

The memory 306 stores a voice signal processing DLL and a fax signal processing DLL, and stores transmission / reception fax data in a file format (for example, tiff format). In addition, the memory 306 stores voice guidance messages required during the voice processing process, and the contents of the consultation between the agent and the user of the customer phone are stored in a predetermined file format (for example, wav, aiff, au, rm, ram, etc.). Format).

Hereinafter, the fax signal processing process will be described, and then the voice signal processing process will be described.

Let's take a look at the fax signal processing.

The codec 204 converts a signal received through the public telephone network 100 into a digital signal and provides it to the signal processing control module 220b. The signal processing control module 220b determines whether the signal provided from the codec 204 is a fax signal or an audio signal based on the CNG tone signal. As a result of the determination, when the CNG tone signal is detected, the fax signal processing module 220a controls to perform the fax signal processing. On the other hand, if it is not a CNG tone signal and corresponds to a DTMF signal, the voice signal processing module 220c is controlled to perform voice signal processing. This will be described below.

The fax signal processing module 220a demodulates the fax signal, which is converted into a digital signal from the codec 204 and provided to the IVR controller 304 through the interface 302.

The IVR controller 304 converts the demodulated fax signal according to the fax signal processing DLL into a file format and stores it in the memory 306. Thereafter, when there is an output request for the fax signal stored in the memory 306, the IVR controller 304 outputs the stored fax signal through an input / output device (not shown).

On the other hand, the IVR control unit 304 faxes to the signal processing control module 220b when there is a fax transmission request for any data or a fax transmission request for any data stored in the memory 306 through the input / output device. Informs that a transmission request has occurred and transmits the data to be transmitted to the signal processing control module 220b.

The signal processing control module 220b controls the fax signal processing module 220a according to the fax transmission request from the IVR control unit 304 to perform a fax transmission process.

The fax signal processing module 220a generates and transmits a CNG tone signal to a receiving side facsimile according to a fax transmission processing request. When a Called Station Identification (CED) signal is received from the receiving side facsimile in response to the CNG tone signal, the fax signal processing module 220a modulates data to be transmitted to the receiving side facsimile and provides it to the codec 204.

The codec 204 converts the data provided from the fax signal processing module 220a into an analog signal and transmits the analog signal to the public telephone network 100.

Hereinafter, the voice signal processing process will be described.

 The codec 204 converts a signal received through the public telephone network 100 into a digital signal and provides it to the signal processing control module 220b. The signal processing control module 220b determines whether the signal provided from the codec 204 is a fax signal or an audio signal based on the CNG tone signal. As a result of determination, when the DTMF signal is detected, the voice signal signal processing module 220c controls to perform the voice signal processing. On the other hand, if it is not a DTMF signal and corresponds to a CNG tone signal, the fax signal processing module 220a is controlled to perform fax signal processing.

The voice signal processing module 220c provides the demodulated DTMF signal to the IVR controller 304 through the interface 302 and provides the demodulated DTMF signal.

The IVR controller 304 provides the voice guidance message stored in the memory 306 to the voice signal processing module 220c through the interface according to the voice signal processing DLL.

The voice signal processing module 220c modulates the voice guidance message and provides it to the codec 204. The codec 204 converts the modulated voice guidance message into an analog signal and transmits the DTMF signal to the generated telephone (not shown) through the public telephone network 100.

When a response to the guide message from the user of the telephone is received through the public telephone network 100 and the codec 204, the signal processing control module 220b controls the voice signal processing module 220c to receive a response of the telephone user. Do it.

The voice signal processing module 220c demodulates the response of the telephone user provided by the codec 204 and provides it to the IVR controller 304 through the interface 302.

The IVR controller 304 transmits the modulated telephone user's response to the counselor connected with the IVR server 300. Accordingly, the consultation is made between the counselor and the telephone user.

If the agent has previously recorded the counseling content between the telephone users or if there is a recording request during the counseling process, the IVR controller 304 displays the counseling contents of the counselor and the telephone user in a predetermined file format (for example, wav, aiff, au, rm, ram, or the like).

Although the present invention has been described in detail only with respect to the described embodiments, it will be apparent to those skilled in the art that various modifications and changes are possible within the technical spirit of the present invention, and such modifications and modifications belong to the appended claims.

As described above, according to the present invention, it is possible to reduce the cost of configuring the IVR system by performing fax signal processing and voice signal processing using a DSP, and there is an advantage in space utilization.

1 is a view showing a signal processing apparatus in a conventional IVR system.

2 is a diagram illustrating a signal processing apparatus in an IVR system according to the present invention.

<Explanation of symbols for main parts of the drawings>

100: public telephone network (PSTN) 200: voice processing board

220: DSP 220a: fax signal processing module

220b: signal processing control module 220c: voice signal processing module

204: codec 300: IVR server

302: interface 304: IVR control unit

306: memory

Claims (8)

In the signal processing device of the IVR system, A signal processing device for distinguishing voice and fax signals received through a network, and processing the distinguished voice signals and fax signals in one signal processing module (DSP). The method of claim 1, The signal processing module (DSP), A signal analyzer for distinguishing between voice and fax signals received through the network; A voice processor for processing the distinguished voice signal; Signal processing apparatus comprising a fax processor for processing the distinguished fax signal. The method according to claim 1 or 2, Distinguishing the received voice and fax signal is a signal processing device using a CNG tone signal. The method according to claim 1 or 2, The network is a public telephone network (PSTN). In an IVR system having a digital signal processing processor (DSP) including a voice / fax signal processing module,  A first step of determining whether a signal received through a network is a voice and a fax signal, And if the received signal is a fax signal, controlling the fax signal processing module to perform signal processing on the fax signal. The method of claim 5, In the determining step, And a CNG tone signal for distinguishing whether the received signal is a voice or a fax signal. The method of claim 5, If the received signal is a voice signal, controlling the voice signal processing module to perform signal processing on the voice signal. The method of claim 5, And said network is a public switched telephone network (PSTN).