KR20060013247A - A customer information display method of a counselor computer in cti system - Google Patents

Abstract

The present invention relates to a method of displaying customer information stored in an Internet database on a counselor's PC using only a telephone number of a customer in a CTI system.

In the CTI system according to the present invention, a method of displaying customer information on an agent PC is a method of displaying customer information on an agent PC using only the customer's telephone number using the CTI system. Extracting a key value and a phone number to be connected to the customer (member) information page from the information management screen and storing the information on a PC; (b) when a call is received from a customer, searching a database stored in a PC through a caller's telephone number (CID) to find a key value; (c) constructing a member information page address by combining the key value and a previously input URL; And (d) delivering the member information page address to a web browser to be automatically opened. According to the present invention, a member of an Internet shopping mall or the like already used without having to perform a data transfer operation is provided. The advantage is that the administrator program can be used as is.

In addition, since there is no need for a separate CTI program itself, there is no need to feel the burden of program modification.

Description

{A customer information display method of a counselor computer in CTI system}

1 is an exemplary diagram for explaining a concept of a CTI system generally used in a call center.

Fig. 2 is a flowchart showing a method for displaying customer information on an agent PC in the CTI system according to the present invention.

3 is a process of extracting a key value and a telephone number from a member list of a database.

4 is a screen diagram of a key value and a phone number of each customer stored in the PC and searching for a key value associated with the corresponding phone number.

Fig. 5 is a diagram showing a screen on which the customer information is automatically opened by transferring the member information URL combined with the key value found in advance to the web browser of the counselor PC.

The present invention relates to a CTI solution, and more particularly to a method for displaying customer information stored in an Internet database in a CTI system.

In general, the number of Internet shopping malls is increasing significantly year by year due to the increase in the number of Internet users, but the service following the sales of products is not this.

Therefore, for the customer service, many internet shopping malls help purchase goods or provide continuous customer service through a call center.

These call centers can handle a large amount of customer counseling using CTI (Computer Integration Telephony) equipment with a call distribution function. Provide service.

1 illustrates an example for explaining the concept of a CTI system used in a call center.

When a call is received from the customer (member) through the PSTN telephone network, the customer's telephone number (CID) is received by DTMF signal, and the corresponding customer information page is called from the database connected to the data network using the CID. It is displayed on the PC.

In general, CTI system is a system where a computer receives a customer's telephone number (Caller ID or CID) from a telephone and searches a DB on an internal network or an agent's PC to automatically display the caller's information on the computer screen. to be.

The biggest advantage of the call center based on the CTI technology is that detailed consultation with the customer is possible because the call is made while viewing the information of the customer previously input on the screen. That is, in the case of inbound, the information on the consultation contents requested by the call receiver is provided in real time through an internal database linked with the CTI server. In addition, in case of outbound, the call is automatically made according to the target call list formed based on the information of the internal database, and when the customer receives the information about the customer is automatically displayed on the agent's PC screen. .

This allows the counselor to easily share advanced information with customers without much effort. In addition, interworking with the existing system allows the call center to be a real transaction, not just a counseling center. Not only can one-to-one marketing be realized, but the construction of the CTI call center is very simple in appearance.

However, in general CTI technology, when member information is stored in an Internet database, it is impossible to display the customer information on the screen of an agent when a call is received from a customer. However, although the database structure of the web site or the web page source can be partially changed and linked to the CTI system, it is difficult for small and medium-sized Internet business companies to adopt it because of the cost and time required for the construction.

The technical problem to be achieved by the present invention is to provide a method of calling the member information stored in the Internet database by using only the telephone number of the customer in the CTI system to display on the counselor's PC.

In the CTI system according to the present invention for solving the above technical problem, a method of displaying information of a customer on a counselor's PC is a member stored in an Internet database using only a customer's telephone number using the CTI system. A method of calling and displaying information on a counselor's PC, the method comprising: (a) extracting a key value and a telephone number to be connected to a customer (member) information page from an Internet database and storing the information on a PC; (b) when a call is received from a customer, searching a database stored in a PC through a caller's telephone number (CID) to find a key value; (c) constructing a member information page address by combining the key value and a previously input URL; And (d) delivering the member information page address to a web browser to be automatically opened.

In addition, in the step (a), in order to extract the key value and the phone number from the database, after inputting the address (URL) of the member information list page in which the key value and the phone number appear on the administrator screen, pressing the start extraction button Data is automatically extracted and stored in a predetermined file on the PC.

In addition, the key value has a unique URL for each member information page, characterized in that the individual letters or numbers in the address distinguished from other members to form a web page address of the member.

In addition, the step (c) is characterized in that the member information URL is configured by replacing the identifier in the address distinguished from other members in the address of the member information list page with a key value.

Hereinafter, a method of displaying information of a customer on a counselor PC in a CTI system according to the present invention will be described in detail with reference to the accompanying drawings.

2 is a flowchart illustrating a method of displaying information of a customer on a counselor PC in the CTI system according to the present invention.

The first step is to extract the key value and phone number from the member list of the database and store it on the PC (S210).

This is to extract the key value and phone number from the member information database on the internet. In order to extract the key value and phone number from the member information database on the internet, the key value and phone number appear on the administrator screen. You must enter the address.

Then, if you press the start extraction button, the data is automatically extracted according to the specified settings and saved as a memberkey.txt file in the PC.

That is, as shown in Figure 3 member ID (ID), various phone numbers of the member is extracted and stored.

Here, the key value has a unique URL for each member information page, which is a unique value for each member used when calling this page.

For example, if you have a member ID aaa and the following page shows information about aaa members,

http: //www.web address.com/admin/member/mem.cgi?id=aaa

At this time, the ID information of aaa is the key value. In other words, the key value here is an individual letter or number in the address that is distinguished from other members to form the member's web page address. If you want to access the member information page of bbb member, just replace bbb instead of aaa at the above address.

The second step is to search the local data stored in the PC by the telephone number (CID) received from the customer to find a matching key value (S220).

When a call is received from a member (customer), the counselor's phone is sent to the caller's CID, that is, the phone number, installed on the PC.

As shown in FIG. 4, the program installed in the counselor's PC searches the customer information DB of the counselor's PC, which has been previously extracted and stored with the phone number, to find a key value associated with the telephone number.

The third step is to combine the found key value and a predetermined URL to form a user information URL (S230).

Assume that the member list page has an address entered through a program configuration.

http: //www.web address.com/admin/member/mem.cgi?id={m}

Here the {m} at the end is the extracted key value and the special character to be replaced. If the key associated with the incoming phone number is 'aaa', the program replaces the retrieved 'aaa' character with the {m} in the above address. That is, it combines the following addresses, which is the address that the web browser will finally retrieve through the program.

http: //www.web address.com/admin/member/mem.cgi?id=aaa

And, the last step is to deliver the member information URL to the web browser of the agent PC is automatically opened customer information (S240).

When the URL of the user information page is finally completed by combining the pre-entered URL and the retrieved key value, the URL is transmitted to the web browser. The web browser is configured to automatically log in with an administrator ID. After logging in, the web browser automatically moves to the received URL and shows a screen as shown in FIG.

As described above, the present invention has been described with reference to the embodiments shown in the drawings, which are merely exemplary, and various modifications and equivalent other embodiments may be made by those skilled in the art. Therefore, the true technical protection scope of the present invention will be defined by the technical spirit of the appended claims.

According to the present invention, there is an advantage that a member manager program such as an internet shopping mall, which is already used, can be used as it is without having to perform data transfer work.

In addition, since there is no need for a separate CTI program itself, there is no need to feel the burden of program modification.

Above all, since the Internet membership management program varies greatly from website to website, it is impossible even if a service company such as an internet shopping mall wants to introduce a CTI system. However, according to the present invention, any type of Internet service company can be implemented without modification of an existing website. It is possible to introduce.

Claims (4)

In the method of displaying the customer's information on the agent's PC using only the customer's phone number using the CTI system, (a) extracting a key value and a phone number to be connected to a customer (member) information page from a database and storing the information on a PC; (b) searching for a key value by searching a database stored in a PC through a caller's telephone number (CID) when a call is received from a customer; (c) constructing a member information page address by combining the key value and a previously input URL; And (d) A method for displaying customer information stored in an Internet database on an agent PC in a CTI system, comprising the step of delivering the member information page address to a web browser and opening automatically. The method of claim 1, wherein step (a) To extract the key value and phone number from the database, enter the address (URL) of the member information list page where the key value and the phone number appear on the administrator screen, and then press the start extraction button. A method for displaying customer information stored in an Internet database on an agent PC in a CTI system, characterized in that the file is stored in a predetermined file. The method of claim 2, wherein the key value is Each member information page has its own URL, which is a separate letter or number in the address that distinguishes it from other members to form the member's web page address. Method for displaying information. The method of claim 1, wherein step (c) In the CTI system, a member information URL is formed by replacing an identifier in an address that is distinguished from other members in an address of the member information list page with a key value, thereby forming a member information URL. Method for displaying.

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