KR20060027003A - A scenario change method of an automatic response system - Google Patents

Abstract

The present invention relates to a method of changing a scenario of an automatic response system to facilitate a scenario change of an automatic response system. The present invention includes the steps of: determining whether a voice information scenario changing program is installed; Determining whether a scenario change icon is generated on a desktop; If the scenario change icon is clicked on, as a result of the determination, displaying an edit icon window in which an edit icon appears and an edit window of an empty space so as to change the scenario according to the scenario; Determining whether a scenario editor is selected, and if the scenario editor is selected, determining whether an edit icon is sequentially moved to an edit window according to a scenario; Checking whether the edit icons are edited in sequence according to the scenario, and then transmitting the scenario change file to the automatic response system in the form of XML; After analyzing the XML file in the auto-responder system, the operation is performed according to the changed scenario.

Scenario, Wizard, Package, Voice Information, Automated Response System, Program

Description

A scenario change method of an automatic response system             

1 is a view showing a general automatic response system and a peripheral system connected to the automatic response system;

2 is a view showing a process configuration of an automatic response system applied to the present invention.

3 is a flowchart illustrating a scenario change method of an automatic response system according to the present invention;

4 is a view showing a scenario change program icon of an automatic response system according to the present invention;

5 to 6 are diagrams illustrating a scenario change main screen of an automatic response system according to the present invention.

<Explanation of symbols for the main parts of the drawings>

40: automatic response system

100: main module

200: board

210: operation unit for each voice channel

300: communication module

400: database

500: Channel Communication Controller

The present invention relates to an automatic answering system, and more particularly, to a method for changing a scenario of an automatic answering system to facilitate a scenario change of the automatic answering system.

In general, an automatic response system (ARS) refers to a system for automatically storing information desired by a user by storing various types of voice information in a memory device.

In the early days, the method of recording audio in a magnetic drum in analog form was used, but recently, due to the large capacity of the storage device and the development of computer technology, an automatic response method using a synthetic voice and a method of utilizing the accumulated voice have been used. .

The price of ARS equipment varies widely, but small organizations can install it at the salary of one employee, so it is widely used to reduce manpower when it is necessary to service the same contents repeatedly.

In addition, the telephone information service using the ARS is to install a voice mail device in the telephone exchange, to store a variety of information, the information users make a call to listen to the desired information. Most of the time, in addition to the telephone bill, information fees must be paid in proportion to the time used.

In addition, the types of scenarios offered are diverse, including securities, transportation, tourism, sports, performances, health, fortune telling, weather, mobile phone greetings, listening to popular songs, and operating a customer satisfaction center.

1 is a diagram illustrating a general automatic response system and a peripheral system connected to the automatic response system.

As shown in FIG. 1, a customer telephone 10 connected to a public switched telephone network (PSTN), and fast and accurate information of voice and data are connected by digital switching by being connected to the PSTN. In addition, a switch (PABX: Private Automatic Branch eXchange) (20) for checking whether a customer and an agent are busy is connected to the switch 20 and a TCP / IP (Transmission Control Protocol / Internet Protocol) / public telephone network. And computer telephony integration (CTI) 30 which provides information as well as redial function, video conferencing function, data transmission (customer information, agent information, etc.) and voicemail function, database of information about outgoing calls, The CTI 30 is connected to the public telephone network with the switch 20 and transmits the announcement to the customer according to the check result from the switch 20. The CTI 30 is connected to the CTI 30 through TCP / IP. ARS system 40 for distributing a call to an agent who meets the service requested by the customer or requesting the CTI 30 and making a database with reference to the customer information, the agent information, the call information, and the like, and the ARS system 40 And TCP / IP is connected to the manager PC (50) for information management and monitoring of the ARS system.

Referring to the operation of the automatic response system from the above configuration is as follows.

First, use scenario voice information (e.g., securities, transportation, tourism, sports, performances, health, fortune telling, weather, mobile phone greetings, popular music listening, and corporate (card companies, mobile carriers, telephone companies) consultation phones, etc.). Call the call center.

In addition, the exchange 20 of the call center sends a call to the automatic answering system 40 to check whether another customer and an agent are in a call, and requests a call to an agent who meets the service requested by the customer, and to the CTI 30. Send information about customer information, counselor information, voicemail function, and outgoing call.

In addition, the CTI 30 databases customer information, counselor information, voicemail function, and information on a transmission call, and sends customer information, counselor information, call information, and the like to the ARS system 40.

In addition, the ARS system 40 refers to customer information, counselor information, call information, and the like, and voice information scenario services requested by customers (for example, securities, transportation, tourism, sports, performances, health, fortune telling, weather, Request a call from a counselor who matches your mobile phone greetings and listening to trends.

And the customer and the agent talk.

On the other hand, the manager PC 50 manages and monitors the voice information scenario of the ARS system 40.

However, the voice information scenario change of the automatic answering system according to the prior art has a problem in that the task is directly changed in the automatic answering system, and when the scenario needs to be changed, the ARS system is required to supply the work for changing the scenario. .

In addition, there is a problem in that a separate work period and a work cost occur whenever the scenario change request work occurs.

In addition, when the ARS system is in service, there is a problem in that it is necessary to restart the system when the scenario cannot be changed or must be changed.

In addition, when the ARS system is restarted, the ARS system is unable to service at that time, thereby causing problems.

In particular, when changing the scenario, there is a problem that the system administrator of the company using the ARS system does not have a way to process the scenario itself without any support.

In addition, each time the delivery of the ARS system is made to receive a scenario suitable for the site environment and newly developed, there was a problem that the development period, development manpower, development costs accordingly.

 Accordingly, the present invention has been proposed to solve the above-mentioned problems according to the prior art, and an object of the present invention is to provide a method for changing a scenario of an automatic response system to facilitate a scenario change of the automatic response system. .

Features of the scenario change method of the automatic response system according to the present invention for achieving the above object,

Determining whether a voice information scenario change program is installed;

Determining whether a scenario change icon is generated on a desktop;

If the scenario change icon is clicked as a result of the determination, an edit icon (for example, a program start icon, a ring standby icon, a greeting icon, a key input icon, a customer information icon, an information providing icon, and a membership icon) can be used to change the scenario according to the scenario. Displaying an edit icon window in which an agent connection icon is displayed and an edit window of an empty space;

It is determined whether the scenario editor is selected, and when the scenario editor is selected, the edit icons are sequentially arranged according to the scenario (for example, program start icon, ring standby icon, greeting icon, key input icon, customer information icon, membership icon, Determining whether the screen is moved to the edit window;

Checking whether the edit icons are edited in sequence according to the scenario, and then transmitting the scenario change file to the automatic response system in the form of XML;

After analyzing the XML file in the auto-responder system, the operation is performed according to the changed scenario.

Hereinafter, with reference to the accompanying drawings a preferred embodiment of the scenario change method of the automatic response system according to the present invention will be described.

2 is a view showing a process configuration of an automatic response system applied to the present invention.

As shown in FIG. 2, the process configuration of the automatic response system 40 is largely composed of a main module 100, a board 200, a communication module 300, a database 400, and a channel communication controller 500. .

Here, the main module 100 is a process that is executed for the first time when the system is running, and generates and drives the board 200, the communication module 300, and the database 400, and the screen of the system that the user can interface with the screen. Is loaded to allow screen control.

When the board 200 is executed, the board 200 opens a scenario script file (Voice XML (eXtensible Markup Language)) mapped to line information and a line in the database 400 and registers each registered channel (for example, The voice channel operation unit 210 creates a thread to load a scenario corresponding to each channel into a memory, and operates according to the scenario. In addition, the board 200 operates in a polling manner, and checks an event by a set time unit, and when an event occurs, transmits the generated event to the corresponding channel thread, and the channel thread receiving the event controls the actual voice board. To do this, you use the functions provided by the Software Development Kit (SDK) to command.

On the other hand, as the board is created, the basic information about all devices (boards and channels) is taken, and each channel information is loaded into the memory. Here, after opening and initializing the device, it enters the event standby state. When a ring event occurs, the event is delivered to the corresponding channel, and the received channel operates based on the scenario script. In addition, when the board detects that the Lcoff (signal of disconnection) event occurs, the customer hangs up the phone. Therefore, the board is OnHook and the channel status information is modified.

In addition, the communication module 300 is responsible for predefined communication on a program such as line monitoring, system state monitoring, communication definition used when the scenario has been changed.

In addition, the database 400 inserts a large amount of work such as logs and statistical data generated in each channel.

In addition, the channel communication controller 500 performs a task related to the communication represented in the scenario, creates a socket and opens a listen port for communication with the CTI and the exchange, and waits for receiving from the CTI or the exchange. Since the same port for each channel cannot be used by opening the same port for each packet from the communication packet or exchange, the channel communication controller is automatically generated at the time of creation of the board 200 to receive all the information about the communication packet or the exchange string. It analyzes whether the information is generated from the channel and distributes it to the corresponding channel.

3 is a flowchart illustrating a scenario change method of an automatic response system according to the present invention.

The voice information scenario change of the automatic response system according to the present invention is changed by the system of FIG. 1 or 2, and the manager PC 50 determines whether the voice information scenario change program is installed (S101).

Here, the voice information scenario change program is called a scenario wizard package, and the scenario wizard package uses a drag and drop of a mouse based on a graphical user interface (GUI) based on a voice information scenario of an automatic response system. Drop) allows users to easily configure voice information scenarios (e.g. securities, transportation, tourism, sports, performances, health, fortune telling, weather, mobile phone greetings, and listening to popular songs). It sends the data in XML format and analyzes it in real time to operate according to the created and changed scenario.

Thereafter, the manager PC 50 determines whether a scenario change icon is generated on the initial screen as shown in FIG. 4 (S103).

Then, the manager PC 50 determines whether the scenario change icon is clicked, and if the scenario change icon is clicked, as shown in FIG. 5, displays the scenario change main screen (S105).

In this case, the main screen has an edit icon (for example, a program start icon, a ring waiting icon, a greeting icon, a key input icon, a customer information icon, an information providing icon, a membership icon, and an agent connection) to change the scenario according to the scenario. Icon) appears, and an empty edit window appears.

Thereafter, the manager PC 50 determines whether a scenario editor is selected, and if the scenario editor is selected, as shown in FIG. 6, the edit icons are sequentially arranged (for example, start, ring wait, Greeting, key input, customer information, membership, counselor connection, etc.) is determined whether the edit window has been moved (S107).

The manager PC 50 checks whether the edit icons are edited in sequence according to the scenario, and then transmits the scenario change file to the automatic response system in the form of XML (S109) (S111).

At this time, the automatic response system analyzes the scenario change file in XML format and operates according to the analyzed scenario.

As described above, according to the present invention, the system administrator directly works on the changed scenario, so that the scenario can be applied as soon as possible, thereby providing the user's demand and convenience.

In addition, the present invention can be applied to all the equipment in the wizard package once developed, and by creating only the scenario file for each delivery company, due to the task of sharing due to sufficient work support can be made by SE (System Engineer) personnel The effect can be obtained.

In particular, the present invention reduces the waste of the development manpower by working as the scenario instead of the developer has to develop and modify when changing the scenario, the recognition of the product with the advantage that can quickly and accurately handle the smooth service It can also contribute to the image.

In addition, the present invention has the effect that the scenario can be configured using the scenario package tool anyone, even if the development personnel.

In addition, the present invention can easily configure a CPC peripheral device such as a recording device, ACS, VMS, etc. as a manager PC as well as an automatic answering system.

In addition, the present invention enables scenario editing in real time on-line.

Claims (1)

Determining whether a voice information scenario change program is installed; Determining whether a scenario change icon is generated on a desktop; If the scenario change icon is clicked as a result of the determination, an edit icon (for example, a program start icon, a ring standby icon, a greeting icon, a key input icon, a customer information icon, an information providing icon, and a membership icon) can be used to change the scenario according to the scenario. Displaying an edit icon window in which an agent connection icon is displayed and an edit window of an empty space; It is determined whether the scenario editor is selected, and when the scenario editor is selected, the edit icons are sequentially arranged according to the scenario (for example, program start icon, ring standby icon, greeting icon, key input icon, customer information icon, membership icon, Determining whether the screen is moved to the edit window; Checking whether the edit icons are edited in sequence according to the scenario, and then transmitting the scenario change file to the automatic response system in the form of XML; After analyzing the XML file in the automatic response system, the scenario change method of the automatic response system comprising the step of driving according to the changed scenario.

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