KR20060086651A - The customer officer system and operation method which carries the immovable property to use cti - Google Patents

Abstract

The present invention relates to a real estate brokerage customer management system and a method of operating the same using the city eye to manage the customer information for the caller in the fish by using the caller ID ID device during the telephone call, the present invention A customer telephone connected to the telephone network; An exchanger connected to the PSTN and transmitting fast and accurate information of voice and data by digital switching, and checking whether a customer and a counselor are busy; A CTI connected to the switch via a TCP / IP / public telephone network for providing information on an automatic and redial function as well as a database of information on video conferencing, data transmission and voicemail functions, and outgoing calls; The ID that is installed inside the CTI and displays the caller's call number on the screen of the customer counseling PC (for example, a real estate agent's PC, etc.) installed in the affiliated store (for example, a real estate agent). An apparatus; A customer manager server connected to the CTI with a LAN and distributing a call to a counselor (counselor phone, counselor PC) suitable for a service requested by a customer with reference to customer information, agent information, and call information from the CTI, or managing and monitoring various information; It is configured to include.

Phone, Caller ID, CID Device, CTI

Description

The customer officer system and operation method which uses the city eye {The customer officer system and operation method which carries the immovable property to use CTI}             

1 is a diagram illustrating a peripheral system connected to a general CTI system;

2 is a view showing a real estate agent customer management system according to the present invention,

3 is a view showing a method of operating a real estate agent customer management system according to the present invention.

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

100: customer phone

200: Computer Telephony Integration (CTI)

300: Customer Consultation PC

400: ID (CID: Caller Identification) device

500: customer manager server

The present invention relates to a customer management system and a method of operating the same. More particularly, the caller ID is transmitted from a personal computer (PC) to a caller using a caller identification (CID) device. It is about real estate brokerage customer management system using CTI (Computer Telephony Integration) and its operation method which can manage customer information.

In general, the most representative communication means indispensable in our lives are telephones and wireless portable terminals using Internet communication networks and public switched telephone networks (PSTN).

In addition, the Internet communication network is being firmly established by a high-performance personal computer equipped with a high-speed communication line, a large amount of information processing capacity and storage capacity, and the ability to support multimedia data communication such as voice, image, and text. Telephones have become the most convenient and quick way to communicate voice information between two people who are separated from each other.

In addition, the characteristics of the telephone is the most widely used core communication means without a significant improvement in its function, and the service providing ability is increasing due to the information processing ability and the networking communication technology which are rapidly developing due to the characteristics of the computer. It was not as widespread as telephone. As services become more complex and diverse, there is a need for a combination of computers and telephones to provide services, such as voice mailboxes, unattended automated attendant guidance, fax information systems, and integrated messaging systems. CTI technology is a method of linking the call control function of an exchange for a telephone and the computer function of information processing for such a complex service.

In other words, CTI refers to the integration of a computer with a telephone system. By implementing voice processing or fax processing technology on a computer, a CTI can answer or send / receive a fax. In addition, external calls can be exchanged by connecting with internal telephones, various call processing functions of the exchange are implemented on a computer as it is, and basic functions are combined with various software environments such as various database operations required for the on-premises exchange environment. On the other hand, CTI's applications are used in various fields from traditional fields such as voice and call centers to unified messaging and network fax fields.

1 is a diagram illustrating a peripheral system connected to a general CTI 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, It is connected to the switch 20 and the public telephone network to transmit the announcement to the customer according to the check result from the switch 20, and also connected to the CTI 30 and TCP / IP CTI (30) ARS system 40 for distributing a call to an agent (counselor phone, counselor PC) that meets the service requested by the customer, or requesting and making a database to the CTI 30 with reference to customer information, agent information, call information, etc. In addition, the ARS system 40 is connected to TCP / IP and consists of an administrator 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, such a conventional CTI system has to perform a dialing directly to the company that performs the task, and if the call number for the company is not known, there is a problem that it is difficult to find the number.

In particular, the conventional CTI system has a problem of processing caller ID information only in one PC when connected to a communication terminal and multiple user PCs that receive CID (Caller Identification).

In addition, in an office environment using a private exchange, there is a problem in that a private exchange located between a receiver and a caller does not provide CID information when a call is connected. When a terminal providing a CID function is used, the CID information is installed in a PC. There was a problem that does not provide.

Therefore, the present invention has been proposed to solve the above problems according to the prior art, an object of the present invention is to call (CID: Caller Identification (CID: Caller Identification; Calling Number Display) device using the device when calling) It provides a real estate brokerage customer management system and its operation method using CTI (Computer Telephony Integration), which enables the management of customer information about the caller from a personal computer (PC).

Features of the real estate brokerage customer management system according to the present invention for achieving the above object,

A customer telephone connected to the public telephone network;

An exchanger connected to the PSTN and transmitting fast and accurate information of voice and data by digital switching, and checking whether a customer and a counselor are busy;

A CTI connected to the switch via a TCP / IP / public telephone network for providing information on an automatic and redial function as well as a database of information on video conferencing, data transmission and voicemail functions, and outgoing calls;

The ID that is installed inside the CTI and displays the caller's call number on the screen of the customer counseling PC (for example, a real estate agent's PC, etc.) installed in the affiliated store (for example, a real estate agent). An apparatus;

A customer manager server connected to the CTI with a LAN and distributing a call to a counselor (counselor phone, counselor PC) suitable for a service requested by a customer with reference to customer information, agent information, and call information from the CTI, or managing and monitoring various information; It is configured to include.

In addition, the characteristics of the operating method of the real estate agent customer management system according to the present invention for achieving the above object,

Determining whether a call is called from a customer through a public switched telephone network (PSTN);

If it is determined that the call is received from the customer, checking whether the customer and the counselor are busy;

If the customer and the counselor do not consult, as a result of the check, determining whether the calling customer's calling number is displayed on the screen of the customer consultation PC (for example, a real estate agent PC, etc.) from the ID device installed inside the CTI. Wow;

If the caller ID of the customer is displayed on the screen of the customer counseling PC, the call is distributed from the CTI to the counselor (the counselor's phone, the counselor's PC) that corresponds to the service requested by the customer. After that, a step of allowing the customer and the counselor to consult with the real estate information is made.

Hereinafter, with reference to the accompanying drawings a preferred embodiment of a real estate agent customer management system and its operating method according to the present invention will be described.

2 is a view showing a real estate agent customer management system according to the present invention.

As shown in FIG. 2, the real estate brokerage customer management system according to the present invention is connected to a customer telephone 100 connected to a public switched telephone network (PSTN), and connected to the PSTN by digital switching. A switch (PABX: Private Automatic Branch eXchange) (not shown) that delivers voice and data with fast and accurate information, and checks whether customers and agents are busy, and the switch and TCP / IP (Transmission Control Protocol). Internet Protocol), which connects to the public telephone network, provides automatic and redial functions, video conferencing, data transmission (customer information, counselor information, etc.) and voicemail functions, and provides information on the database of outgoing calls. Computer Telephony Integration (CTI) 200, and installed inside the CTI 200, when calling the customer telephone 100, the caller's calling number of the customer (for example, CID (CID: Caller Identification) device 400 to be displayed on the screen of the customer counseling PC 300 (for example, a real estate brokerage PC, etc.) installed in the Dongsan brokerage, etc.), and the CTI (200). Customer who distributes a call to an agent (counselor phone, agent PC) that matches the service requested by the customer with reference to customer information, agent information, call information, etc. from the CTI 200, and manages and monitors various information. It consists of an administrator server (500).

The operating method of the real estate agent customer management system according to the present invention configured as described above will be described with reference to FIG.

First, it is determined whether a call is called from a customer through a public switched telephone network (PSTN).

If it is determined that the call is received from the customer, it is checked whether the customer and the counselor are busy.

And, if the customer and the counselor do not consult, as a result of the check, the customer number PC 300 from the ID device 400 installed in the CTI (200) (for example, for real estate brokerage) PC, etc.) is displayed on the screen.

If the caller number of the customer is displayed on the screen of the customer consultation PC 300, the customer manager server 500 refers to the customer information, agent information, call information, etc. from the CTI 200 to the service requested by the customer. After distributing the call to the right counselor (agent telephone, counselor PC), the client and counselor are consulted for real estate information.

In addition, the customer manager server 500 monitors and manages various information.

As described above, the present invention can receive CID information from multiple PCs, which is effective for customer integrated management tasks, and has an effect of compensating for the loss of CID information in the existing private exchange.

Claims (2)

A customer telephone connected to the public telephone network; An exchanger connected to the PSTN and transmitting fast and accurate information of voice and data by digital switching, and checking whether a customer and a counselor are busy; A CTI connected to the switch via a TCP / IP / public telephone network for providing information on an automatic and redial function as well as a database of information on video conferencing, data transmission and voicemail functions, and outgoing calls; The ID that is installed inside the CTI and displays the caller's call number on the screen of the customer counseling PC (for example, a real estate agent's PC, etc.) installed in the affiliated store (for example, a real estate agent). An apparatus; A customer manager server connected to the CTI with a LAN and distributing a call to a counselor (counselor phone, counselor PC) suitable for a service requested by a customer with reference to customer information, agent information, and call information from the CTI, or managing and monitoring various information; Real estate brokerage customer management system comprising a. Determining whether a call is called from a customer through a public switched telephone network (PSTN); If it is determined that the call is received from the customer, checking whether the customer and the counselor are in a call; If the customer and the counselor do not consult, as a result of the check, determining whether the calling customer's calling number is displayed on the screen of the customer consultation PC (for example, a real estate agent PC, etc.) from the ID device installed inside the CTI. Wow; If the caller ID of the customer is displayed on the screen of the customer counseling PC, the call is distributed from the CTI to the counselor (the counselor's phone, the counselor's PC) that corresponds to the service requested by the customer. After that, the operation method of the real estate brokerage customer management system comprising the step of allowing the customer and the counselor to consult the real estate information.

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