KR20090000021A - Call center system and method for operating the same - Google Patents

Abstract

An IP-based call center system, and an operating method thereof are provided to process a consultation call, received from an SIP(Session Initiation Protocol)-based user terminal, in IVR by using IPCENTREX and offer various additional services by using the IVR. A call center system comprises an IPCENTREX(300), an IVR(Interactive Voice Response) (400), a CTI(Computer Telephone Integration), and a plurality of consultant terminals(200). The IPCENTREX performs call processing. The IVR provides voice announcement. The CTI relays call processing. The call center system connects to a user terminal(100) to transmit and receive data. The IVR requests call connection to the user terminal. A second message is transmitted to the IVR in order to perform the call connection between the IVR and the user terminal. The IPCENTREX transmits a third message for notifying that the IVR and the user terminal connect to each other. The IVR provides a voice response service to the user terminal.

Description

CALL CENTER SYSTEM AND METHOD FOR OPERATING THE SAME}

1 is a block diagram showing a call center system using a call processing device (IP-CENTREX) according to an embodiment of the present invention.

2A and 2B are tables showing protocol conversion tables included in a CTI of a call center system according to an embodiment of the present invention.

3 is a detailed block diagram of a computer-telephone integration device (CTI) of a call center system according to an embodiment of the present invention.

4 is a block diagram illustrating in detail a counselor terminal according to an exemplary embodiment of the present invention.

5 is a data flow diagram illustrating a first inbound call processing method of a call center system according to an embodiment of the present invention.

6 is a data flow diagram illustrating a second inbound call processing method of a call center system according to an embodiment of the present invention.

7 is a data flow diagram illustrating an outbound call processing method of a call center system according to an exemplary embodiment of the present invention.

The present invention relates to a call center system and an operation method thereof, and more particularly, to an IP (Internet Protocol) based call center system using an IP-CENTREX and an operation method thereof.

Call center service using IP-CENTREX, which is provided to small and medium-sized businesses, is known as IP-PEX (Internet Protocol-Private Branch Exchange) (hereinafter referred to as "IP-PEX") that integrates existing telephone (PBX function) and IP Telephony function. Similar to a service.

In general, IP-PBX collectively refers to a server and related application software that performs basic call processing and various messaging-related processing in a VoIP (Voice over IP) system. In other words, it refers to an application that collectively handles comprehensive messages such as conferencing and voice mail as well as related to calls.

IP-PBX is divided into Hosted IP-PBX and Managed IP-PBX according to the location and management. Hosted IP-PBX is an IP-CENTREX-based service that allows remote service providers to provide IP-PBXs and applications to subscribers, and subscribers rent and use VoIP systems. Therefore, management, maintenance and all IP-PBX related tasks are the responsibility of the service provider, and according to the telephone number and the call volume, the user pays the fee to the VoIP service provider.

In contrast, a managed IP-PBX system uses a VoIP system with IP-PBX equipment and applications in an organization that uses the VoIP system. Therefore, management and maintenance should be the responsibility of the user organization. In general, a large number of subscribers and heavily used large enterprises and organizations prefer managed IP-PBX systems.

Managed IP-PBX system can be customized according to the usage environment of each organization. Small and medium-sized organizations, on the other hand, are subscribing to a hosted IP-PBX-based VoIP system that does not require expensive IP-PBX equipment and does not have to worry about operation and maintenance. Managed IP-PBX systems and hosted IP-PBX systems provide essentially the same functionality to VoIP users. It provides more IP-based services than simple call processing and enables the use of new classes of telephony applications. In particular, all IP-PBX devices on the market are capable of interworking with broadband data on almost any type of user's IP network.

In order to interwork with VoIP system and other internet network and PSTN, interworking with gateway and other servers and IP-PBX equipment is an essential condition. In order to interwork with the PSTN, the gateway needs to change the signal format of the PSTN and other networks to SIP, H.323, etc., and communicate with the IP-PBX in terms of call control. As a result, most IP-PBX vendors solve the problem by interworking with a gateway for converting voice streams, two gateways related to call control, and IP-PBX. It depends.

In addition, since the actual large-scale call processing is handled by the exchange or soft switch, the quality of service (QoS) and management of the internal network of the IP-PBX becomes more important. If the VoIP network is temporarily unavailable due to real power and other reasons, unlike the PSTN, the entire network inside the organization is inaccessible, so a durable design must always be accompanied.

IP-CENTREX includes Hosted IP-PBX service and has the advantage of accommodating multiple Hosted IP-PBX functions in one IP-CENTREX server. It also has the advantage of providing regional Rexex services.

On the other hand, the conventional call center system using IP-CENTREX has many advantages (QoS, system implementation, low installation cost, etc.) of IP-CENTREX, while the call of subscribed users is called. There is a limit in that it can not provide various additional services to the subscribed users and service providers by providing only a simple call service or connection to a counselor terminal such as a direct soft phone or an IP phone.

In addition, the call center system using the conventional IP-CENTREX only performs a call connection between the user terminal and the counselor terminal, so that the counselor cannot know the counseling information and the customer information about the user.

Accordingly, the present invention is to solve the above problems, to provide an IP (Internet Protocol) based call center system using a call processing device (IP-CENTREX) and its operation method.

According to an aspect of the present invention for solving the above technical problem, a call processing device for performing call processing, a voice answering device for providing voice guidance, a computer telephone call device for performing call processing relay and a plurality of agent terminals; The operating method of the call center system for transmitting and receiving data connected to the network with the user terminal,

a) receiving, from the call processing device, a first message indicating that the voice response device has received a call connection request from a user terminal; b) sending a second message to the voice response device such that the voice response device makes a call connection with the user terminal in response to receiving the first message; c) receiving a third message from the call processing device informing that the voice response device and the user terminal are connected; And d) transmitting the fourth message so that the voice response device provides a voice response service to the user terminal in response to receiving the third message.

Here, after step d),

e) receiving an agent connection request of the user terminal from the voice response device; f) transmitting a fifth message for requesting a call transfer to the call processing device according to the agent connection request; g) receiving a sixth message indicating that a call connection request has been sent from the call processing device to the counselor terminal; h) transmitting a seventh message including first information for providing user information to the counselor terminal according to the sixth message reception; i) receiving a response corresponding to the seventh message and notifying the call processing apparatus of the response reception; And j) receiving an eighth message indicating that the user terminal and the counselor terminal are connected to the call from the call processing device.

According to a feature of the present invention, a call processing apparatus for performing call processing, a voice answering apparatus for providing voice guidance, a computer telephone call apparatus for performing call processing relay, and a plurality of counseling terminals, and are connected to a network by a user terminal The operation method of the call center system for transmitting and receiving data is

a) receiving an agent connection request of the user terminal from the voice response device; b) transmitting a first message for requesting a call transfer to the call processing device according to the agent connection request; c) receiving a second message indicating that a call connection request has been transmitted from the call processing device to the counselor terminal; d) transmitting a third message including first information for providing user information to the counselor terminal according to the reception of the second message; e) receiving a response corresponding to the third message and notifying the call processing device of the response reception; And f) receiving a fourth message indicating that the user terminal is connected to the counselor terminal from the call processing device.

In the step b), the first message is transmitted to the call processing device to transmit a user call to an agent terminal having the oldest ready time among the agent terminals of a preset target range according to the agent connection request. Has characteristics.

According to a feature of the present invention, a call center system comprising a plurality of agent terminals, a call processing apparatus for performing call processing, and a computer telephone call apparatus for performing call processing relay, are connected to a network with a user terminal and transmit and receive data. Way,

a) receiving the user terminal connection request from the counselor terminal; b) transmitting a first message for a dial request to the call processing device so that the call processing device performs a call connection between the counselor terminal and the user terminal according to the connection request; c) receiving a second message indicating that a call connection request has been transmitted from the call processing device to the counselor terminal; d) transmitting a third message including first information for providing user information to the counselor terminal according to the reception of the second message; And e) receiving a fourth message from the call processing device informing that the counselor terminal is connected to the call.

According to a feature of the present invention, a call center system for transmitting and receiving data through a network with a user terminal and an agent terminal,

A call processing device for processing a first message for call connection between the user terminal and the counselor terminal; And receiving the information on the first message processing of the call processing device as the second message of the preset form with the call processing device, and receiving the received second message based on the preset protocol conversion table. And a computer telephone integrated device which converts the third message in a set event message format to the counselor terminal.

Here, the call center system transmits and receives data with the call processing device and the first message, transmits and receives data with the computer integrated telephone device and the third message, and provides a preset voice guide function to the user terminal. The voice response device further comprises.

DETAILED DESCRIPTION Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention. As those skilled in the art would realize, the described embodiments may be modified in various different ways, all without departing from the spirit or scope of the present invention. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention, and like reference numerals designate like parts throughout the specification.

Throughout the specification, when a part is said to "include" a certain component, it means that it can further include other components, without excluding other components unless specifically stated otherwise.

In addition, the term "--part" or "module" described herein refers to one unit for processing a specific function or operation, which may implement hardware or software or a combination of hardware and software. .

Now, a call center system and an operation method thereof according to an embodiment of the present invention will be described in detail with reference to the drawings.

1 is a block diagram showing a call center system using a call processing device (IP-CENTREX) according to an embodiment of the present invention.

As shown in FIG. 1, a call center system according to an embodiment of the present invention includes a call processing device (IP-CENTREX) 300, a computer telephony integration (hereinafter also referred to as “CTI”) 400 ), An interactive voice response (hereinafter referred to as "IVR") 500 and a plurality of counselor terminals 200. In addition, the call center system is connected to the user terminal 100 through a network to perform data transmission and reception.

The call processing apparatus 300 is connected to a network, and performs call processing and processing related to various messaging. In particular, the call processing apparatus 300 performs data transmission and reception with the CTI 400, the IVR 500, and the counselor terminal 200 in order to provide a call center function to the user terminal 100.

In addition, the call processing apparatus 300 provides an outbound call (from the agent terminal to the user terminal) service in conjunction with the CTI (400).

In addition, the call processing apparatus 300 manages the state (call connection state) of the plurality of counselor terminals 200.

Here, the call processing apparatus 300 transmits and receives data to and from the user terminal 100, the agent terminal 200, and the IVR 500 using a Session Initiation Protocol (SIP) message. Common Alerting Protocol (hereinafter, also referred to as a "CAP") message is used to transmit and receive data to and from the CTI 400.

The CTI 400 is connected to the call processing apparatus 300, the IVR 500, and the plurality of counselor terminals 200 through a network to transmit and receive data, and to process and distribute a received call.

In addition, the CTI 400 protocol-converts the call processing related message in the CAP format received from the call processing apparatus 300 into an event message format based on the table shown in FIG. 2 below. 500, and the call processing apparatus 300 by converting the call processing related messages in the event message format received from the agent terminal 200 or the IVR 500 based on the table shown in FIG. To provide.

In addition, the CTI 400 manages the state information of the counselor terminal 200 in cooperation with the call processing apparatus 300 to perform efficient counselor terminal 200 operation.

In addition, the CTI 400 stores the information (terminal information, user information) of the user terminal 100 subscribed to the counselor terminal 200.

This, in conjunction with the CTI will be described in detail in Figure 3 below.

The IVR 500 performs data transmission and reception with the call processing apparatus 300 and the CTI 400 through a network, and provides a preset voice guidance function to the user terminal 100 by interworking with the CTI 400. Perform consultation task automation. In particular, the IVR 500 performs connection processing between the counselor terminal 200 and the user terminal 100 in association with the CTI 400 according to the counselor terminal connection request received from the user terminal 100.

At this time, the IVR 500 transmits and receives data using the SIP message with the call processing apparatus 300, and the CTI 400 and the CTI ATI (CTI Application; hereinafter referred to as "CTI API") message (event message) Send and receive data using.

The counselor terminal 200 performs data transmission / reception with the call processing apparatus 300 and the CTI 400 through a network. Here, the counselor terminal 200 includes a CTI engine unit 220 for interworking with the CTI 400 and a terminal unit 210 for connecting a counselor with a user, which will be described in detail with reference to FIG. 4.

2A and 2B are tables showing protocol conversion tables included in a CTI of a call center system according to an embodiment of the present invention.

2A and 2B, the CTI 400 according to an embodiment of the present invention converts a call processing related message in CAP format received from the call processing apparatus 300 into a CTI API message based on a protocol conversion table. It provides to the counselor terminal (CTI engine unit) 200 or the IVR (500). Here, the CTI API message refers to a Nexus event message.

In addition, the CTI API message received from the counselor terminal 200 may be converted into a CAP message and provided to the call processing apparatus 300 in the reverse order.

3 is a detailed block diagram of a computer-telephone integration device (CTI) of a call center system according to an embodiment of the present invention.

As shown in FIG. 3, the apparatus for integrating a computer telephone according to an exemplary embodiment of the present invention includes a communication unit 410, a call processing unit 420, a protocol conversion unit 430, an agent terminal interworking unit 440, and a call processing unit interworking unit. 460, a database 450, and a controller 470.

The communication unit 410 is connected to a network to transmit and receive data with the call processing device 300 and the counselor terminal 200 shown in FIG.

The call processing unit 420 functions as a CTI for call processing such as call routing, inbound call processing, and outbound call processing. In addition, the call processing unit 420 analyzes the messages received from the call processing unit interworking unit 460 and the counselor terminal interworking unit 440 and performs call processing according to the analysis.

The call processing device interworking unit 460 transmits and receives data with the call processing device 300 based on the CAP message through the communication unit 410.

The protocol conversion unit 430 includes the protocol conversion table shown in FIG. 2, receives a call processing related message (CAP) received from the call processing apparatus 300, and receives the received CAP message based on the protocol conversion table. To CTI API message in Nexus event message format.

In addition, the protocol conversion unit 430 converts the CTI API message received from the agent terminal interworking unit 440 into a CAP message and provides the call processing device interworking unit 460.

The agent terminal interworking unit 440 transmits and receives data to and from the agent terminal 200 based on the CTI API message through the communication unit 410, and transmits the data to the database 450 in the CTI API message received from the protocol conversion unit 430. Including the stored valid information of the user terminal 100 (user's resident registration number, phone number, card number, etc.) and transmits to the counselor terminal 200.

The database 450 may store information (user information such as resident registration number, user name, consultation information, customer address, etc.) and terminal information such as IP address and phone number of the user of the user terminal 100 that has been subscribed to. Store and manage them.

The controller 470 controls the communication unit 410, the call processing unit 420, the protocol conversion unit 430, the agent terminal interworking unit 440, and the database 450, and the protocol conversion unit in relation to the CAP message and the CTI API message. 430, the counselor terminal interworking unit 440 and the call processing device interworking unit 460 are controlled.

4 is a block diagram illustrating in detail a counselor terminal according to an exemplary embodiment of the present invention.

As shown in FIG. 4, the counselor terminal 200 according to an exemplary embodiment of the present invention includes a terminal 210 and a CTI engine 220, and the terminal 210 includes a message processing module 212 and a message processing module 212. The call module 214 is included, and the CTI engine unit 220 includes a CTI interworking module 222, an agent management module 224, a control module 226, and a database (DB) 228.

Here, the counselor terminal 200 further includes a communication module (omitted) including a network interface for connecting to a network, but this is known to those skilled in the art, and thus detailed description thereof will be omitted.

The message processing module 212 performs data transmission / reception based on the SIP message with the call processing device 300 shown in FIG. 1 and, upon receiving a call connection request (Invite), notifies the call module 214, The response message 200 OK is transmitted to the call processing device 300 based on the call state of the counselor received from the call module 214.

The call module 214 notifies the user of the call reception received from the message processing module 212 and provides the call status of the user to the message processing module 212.

The CTI interworking module 222 performs data transmission and reception based on the CTI 400 and the CTI API message shown in FIG. 1, and provides a message received from the CTI 400 to the agent management module 224.

Agent management module 224 is based on the user's valid information (resident registration number, phone number, card number, etc.) included in the message (DL event) received from the CTI interworking module 222 (consultation details, customer address) Etc.) to the agent in the form of a screen pop.

At this time, the agent management module 224 accesses a previously connected customer database (omitted) based on the received valid information of the user and receives the corresponding customer information.

The database (DB) 228 stores log file information processed by each module, and stores CTI API messages received by the CTI interworking module 222 and customer information received by the agent management module 224. .

The control module 226 controls the CTI interworking module 222, the agent management module 224, the message processing module 212, the call module 214, and the database 228.

Although the counselor terminal 200 according to the embodiment of the present invention is configured as one terminal, the terminal unit 210 and the CTI engine unit 220 may be separated into one device. That is, the terminal unit 210 may be configured as one terminal, and the CTI engine unit 220 may also be separated into a counselor PC (Personal Computer). At this time, the control module 226 is also divided into the terminal unit 210, the CTI engine 220 to operate respectively.

5 is a data flow diagram illustrating a first inbound call processing method of a call center system according to an embodiment of the present invention.

As shown in FIG. 5, in the first inbound call processing method according to an exemplary embodiment of the present invention, a call processing device (IP-CENTREX) 300 receives a call (Invite) of the user terminal 100 and receives an IVR 500. In the process of calling, the customer generates a call (Invite) to the call processing device 300 through the user terminal 100.

The user terminal 100 receives the customer's telephone request, generates an Invite message, which is a SIP message for the call connection request, and transmits the generated Invite message to the call processing apparatus 300 (S100).

The call processing apparatus 300 receives the Invite message from the user terminal 100 and transmits the Invite message to the IVR 500 in response to the reception (S102). At this time, the IVR 500 receives an Invite message through an empty channel among a plurality of SIP channels.

Then, the call processing apparatus 300 transmits a CAP message of "Call Update: Alerting" informing the reception of the Invite message of the IVR 500 to the CTI 400 according to the reception of the Invite message of the IVR 500 (S104). .

The CTI 400 receives a CAP message of "Call Update: Alerting" from the call processing apparatus 300, and receives the CAP message of "Call Update: Alerting" based on the protocol conversion table shown in FIG. 2 above. The event message is converted into a DL event message and transmitted to the IVR 500 (S106). Here, the DL Event message is a message used by NEXUS, which means a Delivered event (an event indicating that an Invite message has been transmitted), and is an event message indicating a ringing state.

The IVR 500 receives the DL Event message from the CTI 400, and transmits a SIP message of “200 OK” in response to the Invite message (S108).

The call processing apparatus 300 transmits a SIP message of "200 OK" to the user terminal 100 in response to the Invite message (S110). In this case, a channel is set between the IVR 500 and the user terminal 100 to make a call between the user and the IVR 500.

The call processing apparatus 300 transmits a CAP message of "Call Update: Active" to the CTI 400 indicating that a call between the user terminal 100 and the IVR 500 has been made through the SIP channel of the IVR 500. (S112).

The CTI 400 receives the CAP message of "Call Update: Active" received from the call processing apparatus 300, and based on the protocol conversion table shown in FIG. 2, the received CAP message of "Call Update: Active". In order to convert the ES Event message format of the NEXUS event message to the IVR 500 (S114). Here, the ES Event message is a message used by NEXUS, and is an event message informing the user terminal 100 of an off-hook state (upsetting the handset and talking on a call).

The IVR 500 receives an ES Event message from the call processing apparatus 300 and starts an IVR service in response to receiving the ES Event message. Thereafter, the IVR 500 starts an IVR service such as playing a voice memo according to a scenario suitable for each center.

After the process is completed, when the customer requests a counselor through the user terminal 100, the IVR 500 attempts to connect to a counselor.

The inbound call processing method according to the agent connection will be described in detail with reference to FIG. 5 below.

6 is a data flow diagram illustrating a second inbound call processing method of a call center system according to an embodiment of the present invention.

As shown in FIG. 6, in the second inbound call processing method according to an embodiment of the present invention, when a user requests an agent connection to the IVR 500 through the user terminal 100, the IVR 500 requests the agent. As a connection establishment process between the user terminal 100 and the counselor terminal 200 to be performed, the IVR 500 requests the counselor connection to the CTI 400.

If the user wants to talk to the counselor from the user terminal 100, the IVR 500 requests a counselor connection to the CTI 400 (S200).

The CTI 400 receives an agent connection request from the IVR 500, and in accordance with the received agent connection request, a target range (consultation) designated as a connection target by a predetermined distribution scenario (the administrator can create it according to the center's environment). Group, counseling team, skill, etc.) to select the oldest agent terminal 200 (Ready time), the call switch to the call processing device 300 to transmit the user's call to the selected agent terminal 200 A CAP message of "Call Action: Xfer" is transmitted for the request (S202).

The call processing apparatus 300 receives a CAP message of "Call Action: Xfer" from the IVR 500, and SIP for a call connection request to the corresponding agent terminal 200 according to the reception of a CAP message of "Call Action: Xfer". The Invite message is transmitted (S204).

The call processing apparatus 300 transmits a CAP message of "Call Update: Alerting" to inform the CTI 400 that the agent terminal 200 is ringing after transmitting the Invite message to the agent terminal (S206). ).

The CTI 400 receives a CAP message of "Call Update: Alerting", and receives the CAP message of "Call Update: Alerting" based on the protocol conversion table shown in FIG. 2 above. (Ring is ringing state) is converted to the agent terminal 200 and transmitted (S208).

At this time, the DL Event message includes the user's valid information (resident registration number, phone number, card number, etc.).

The agent terminal 200 receives the DL Event message from the CTI 400 and, based on the valid information of the user included in the received DL Event message, the user's information (counseling history, user address, etc.) from the customer DB (omitted). ) And get the information to the agent in the form of a screen pop.

Then, the counselor terminal 200 transmits an Answer message to the CTI 400 in response to receiving the DL Event message (S210).

The CTI 400 receives an Answer message and transmits a CAP message of “Call Action: Answer” to notify the response of the counselor terminal 200 to the call processing device 300 (S212).

The call processing apparatus 300 receives a CAP message of "Call Action: Answer" from the CTI 400, and transmits a Notify message, which is a SIP message, to receive a call of the counselor terminal 200 (S214).

The counselor terminal 200 receives the Notify message, and when the counselor answers the call, the agent terminal 200 transmits a SIP message of “200 OK” indicating the received state to the call processing device 300 (S216).

The call processing apparatus 300 recognizes that the agent terminal 200 has received a call according to the reception of "200 OK" from the agent terminal 200, and accordingly CTI receives a CAP message of "Call Update: Active" informing the call connection. The transmission to 400 (S218). Here, the call processing apparatus 300 performs a call connection between the counselor terminal 200 and the user terminal 100 according to the reception of the "200 OK" of the counselor terminal 200.

At this time, the counselor terminal 200 provides the counselor with the user's information on the application screen.

Therefore, the counselor consults with the user while viewing the user's information displayed on the application screen of the counselor terminal 200, so that the counselor can perform a smooth consultation.

In this case, voice data is transmitted between the user terminal and the counselor terminal using RTP / RTCP (Real-time Transport Protocol / Real-time Transport Protocol Control Protocol) so that the counselor and the user talk to each other.

The CTI 400 receives a CAP message of "Call Update: Active" informing the call connection from the call processing apparatus 300, and converts the received CAP message of "Call Update: Active" into the protocol conversion table shown in FIG. Based on the conversion to the ES Event message of the NEXUS event format and transmits to the counselor terminal 200 (S220).

Such a call center system according to an embodiment of the present invention has an advantage in that an IVR can process a call received from a SIP-based user terminal.

In addition, when the user requests an agent connection while using the IVR, the IVR provides call and user information to the agent terminal through interworking with the CTI and the call processing device so that the agent can efficiently consult the user. There is an advantage.

In addition, it is possible to grasp the state of the agent terminal through the management of the agent terminal of the call processing center, and there is an advantage of significantly reducing the waiting time generated when the user terminal requests the agent connection.

Next, an outbound call processing method performed when a counselor terminal of a call center system requests a call to a user terminal will be described.

7 is a data flow diagram illustrating an outbound call processing method of a call center system according to an exemplary embodiment of the present invention.

As shown in FIG. 7, an outbound call processing method according to an embodiment of the present invention is a process performed by an agent terminal 200 of a call center system to connect a telephone to a user terminal 100 at the request of an agent. In response to the user connection request received from the counselor, the counselor terminal 200 transmits a Make Call message, a Nexus event message for requesting to perform a call connection, to the CTI 400.

The counselor terminal 200 receives the user connection request from the counselor, and accordingly generates a Make Call message for performing the call connection to the CTI 400 (S300).

The CTI 400 receives the Make Call message from the agent terminal 200 and requests the dial to cause the call processing device 300 to perform a call connection between the agent terminal 200 and the user terminal 100 in response to the Make Call message. CAP message of "Call Action: Dial" for the call processing device 300 is transmitted (S302).

The call processing apparatus 300 receives a CAP message of "Call Action: Dial", and transmits an Invite message, which is a SIP message for requesting a call connection, to the agent terminal 200 according to the reception of a CAP message of "Call Action: Dial". (S308). At this time, the counselor terminal 200 rings when receiving an Invite message.

The call processing apparatus 300 transmits a CAP message of “Call Update: Alerting” to the CTI 400 to notify that the agent terminal 200 indicates that the ring is ringing according to the transmission of the Invite message (S306).

The CTI 400 receives a CAP message of "Call Update: Alerting" from the call processing apparatus 300, and converts the received CAP message of "Call Update: Alerting" based on the protocol conversion table shown in FIG. The event message format is converted into a DL event message and transmitted to the counselor terminal 200 (S308).

At this time, the DL Event message includes the user's valid information (resident registration number, phone number, card number, etc.).

The agent terminal 200 receives the DL Event message from the CTI 400 and, based on the valid information of the user included in the received DL Event message, the user's information (consultation details, user address, etc.) from the customer DB (omitted). ) And get the information to the agent in the form of a screen pop.

When the counselor terminal 200 receives a receiver by picking up the handset while the counselor is ringing, the counselor terminal 200 transmits a SIP message of “200 OK” indicating the received state to the call processing apparatus 300 (S310).

The call processing device 300 receives a SIP message of "200 OK" informing the state that the agent terminal 200 has received a call, and "Call Update" informing that the agent terminal 200 has received a call according to the "200 OK" reception. : Transmits the CAP message of "Active" to the CTI (400) (S312).

The CTI 400 receives a CAP message of "Call Update: Active" from the call processing apparatus 300, and sends the received CAP message of "Call Update: Active" to the Nexus based on the protocol conversion table shown in FIG. The event message format is converted into an ES event message and transmitted to the counselor terminal 200 (S314).

Meanwhile, the call processing apparatus 300 transmits a CAP message of "Call Update: Active" to the CTI 400 and then transmits an Invite message, which is a SIP message for a call connection request, to the user terminal 100 (S316). .

The user terminal 100 receives the Invite message from the call processing apparatus 300, and when the user picks up the handset, transmits a SIP message of "200 OK" indicating the call reception state to the call processing apparatus 300 (S318). .

 At this time, the voice data is transmitted between the user terminal 100 and the counselor terminal 200 using RTP / RTCP (Real-time Transport Protocol / Real-time Transport protocol Control Protocol), so that the agent and the user talk to each other. (S320).

This, through the outbound call connection of the call center system has the advantage that the user can easily consult with the agent. In particular, the counselor can consult the user on the basis of the received user information, and the user can significantly reduce unnecessary time (counseling waiting time, etc.) for counseling according to the call connection request of the counselor.

The embodiments of the present invention described above are not only implemented through the apparatus and the method, but may also be implemented through a program for realizing a function corresponding to the configuration of the embodiment of the present invention or a recording medium on which the program is recorded. Implementations can be easily implemented by those skilled in the art from the description of the above-described embodiments.

Although the embodiments of the present invention have been described in detail above, the scope of the present invention is not limited thereto, and various modifications and improvements of those skilled in the art using the basic concepts of the present invention defined in the following claims are also provided. It belongs to the scope of rights.

By the above-described configuration, the call center system can expect the effect of processing an IVR received from a SIP-based user terminal. In particular, it is possible to expect the effect of providing a variety of additional services using the IVR.

In addition, when the user requests an agent connection while using the IVR, the IVR provides call and user information to the agent terminal through interworking with the CTI and the call processing device so that the agent can efficiently consult the user. You can expect the effect.

In addition, the state of the counselor terminal may be grasped through the management of the counselor terminal of the call processing device, and thus an effect of remarkably reducing the waiting time generated when a user connects to the counselor may be expected.

In addition, through the outbound call connection it can be expected that the user can easily consult with the agent. In particular, the counselor may consult with the user based on the received user information, and the user may expect an effect of remarkably reducing unnecessary time (counseling waiting time, etc.) for counseling according to the call connection request of the counselor.

Claims (21)

A call center system including a call processing device for performing call processing, a voice answering device for providing voice guidance, a computer telephone call device for performing call processing relay, and a plurality of agent terminals, connected to a user terminal and networked to transmit and receive data. In the operation method of, a) receiving, from the call processing device, a first message indicating that the voice response device has received a call connection request from a user terminal; b) sending a second message to the voice response device such that the voice response device makes a call connection with the user terminal in response to receiving the first message; c) receiving a third message from the call processing device informing that the voice response device and the user terminal are connected; And d) transmitting the fourth message so that the voice response device provides a voice response service to the user terminal according to the reception of the third message. Call center operation method comprising a. The method of claim 1, After step d), e) receiving an agent connection request of the user terminal from the voice response device; f) transmitting a fifth message for requesting a call transfer to the call processing device according to the agent connection request; g) receiving a sixth message indicating that a call connection request has been sent from the call processing device to the counselor terminal; h) transmitting a seventh message including first information for providing user information to the counselor terminal according to the sixth message reception; i) receiving a response corresponding to the seventh message and notifying the call processing apparatus of the response reception; And j) receiving an eighth message indicating that the user terminal and the counselor terminal are connected to the call processing device from the call processing device; Call center operation method comprising a. The method of claim 2, In step f), the fifth message is transmitted to the call processing device to transmit a user call to an agent terminal having the oldest ready time among the agent terminals of a preset target range according to the agent connection request. Having a call center operating method. The method of claim 1, B), Converting the first message to the second message based on a previously stored protocol conversion table; Call center operation method comprising a. The method of claim 4, wherein Step d), Converting the third message to the fourth message based on a pre-stored protocol conversion table; Call center operation method comprising a. The method according to claim 2 or 3, Step h), Converting the sixth message into the seventh message based on a previously stored protocol conversion table; Call center operation method comprising a. The method according to claim 2 or 3, Wherein the fifth message, the sixth message and the eighth message are messages of a CAP (Common Alerting Protocol) format, and the seventh message is an event message format preset with the counselor terminal. The method according to any one of claims 1 to 5, The first message and the second message is a message of the CAP format, the third message and the fourth message is a call center operating method, characterized in that the event message format preset with the voice response device. A call center system including a call processing device for performing call processing, a voice answering device for providing voice guidance, a computer telephone call device for performing call processing relay, and a plurality of agent terminals, connected to a user terminal and networked to transmit and receive data. In the operation method of, a) receiving an agent connection request of the user terminal from the voice response device; b) transmitting a first message for requesting a call transfer to the call processing device according to the agent connection request; c) receiving a second message indicating that a call connection request has been transmitted from the call processing device to the counselor terminal; d) transmitting a third message including first information for providing user information to the counselor terminal according to the reception of the second message; e) receiving a response corresponding to the third message and notifying the call processing device of the response reception; And f) receiving a fourth message indicating that the user terminal and the counselor terminal are connected to the call from the call processing device; Call center operation method comprising a. The method of claim 9, In the step b), the first message is transmitted to the call processing device to transmit a user call to an agent terminal having the oldest ready time among the agent terminals of a preset target range according to the agent connection request. Having a call center operating method. The method of claim 10, Step d), Converting the second message to the third message based on a pre-stored protocol conversion table; Call center operation method comprising a. The method according to any one of claims 9 to 11, And the first message, the second message, and the fourth message are messages of a CAP (Common Alerting Protocol) format, and the third message is an event message format preset with the voice response device. A method of operating a call center system including a plurality of agent terminals, a call processing apparatus for performing call processing, and a computer telephone call apparatus for performing call processing relaying, and are connected to a network with a user terminal to transmit and receive data. a) receiving the user terminal connection request from the counselor terminal; b) transmitting a first message for a dial request to the call processing device so that the call processing device performs a call connection between the counselor terminal and the user terminal according to the connection request; c) receiving a second message indicating that a call connection request has been transmitted from the call processing device to the counselor terminal; d) transmitting a third message including first information for providing user information to the counselor terminal according to the reception of the second message; And e) receiving a fourth message from the call processing device indicating that the agent terminal is connected to a call Call center operation method comprising a. The method of claim 13, Step d), Converting the second message to the third message based on a previously stored protocol conversion table; Call center operation method comprising a. In a call center system that transmits and receives data with a user terminal and an agent terminal through a network, A call processing device for processing a first message for call connection between the user terminal and the counselor terminal; And Receive information about the first message processing of the call processing device as a second message of a predetermined format with the call processing device, and receive the second message based on the preset protocol conversion table based on the preset protocol conversion table. Computer telephone integrated device that converts into a third message of the event message format to the agent terminal Call center system comprising a. The method of claim 15, A voice response device for transmitting and receiving data with the call processing device and the first message, transmitting and receiving data with the computer integrated telephone device and the third message, and providing a voice guidance function for each preset scenario to the user terminal. Call center system further comprising a. The method of claim 16, The voice response device, And in response to receiving the request for connection of the counselor terminal from the user terminal, notifying the computer telephone integrated device using the second message. The method of claim 16, The computer telephone integrated device, And storing information on the user of the user terminal and including the information of the user terminal in the third message to the counselor terminal. The method of claim 18, The computer telephone integrated device, A first interworking unit for transmitting and receiving data using the call processing device and the second message; A second interworking unit configured to transmit and receive data with the counselor terminal or the voice response device using the three messages; A protocol conversion unit including the preset protocol conversion table and converting the second message into the third message or converting the third message into the second message based on the preset protocol conversion table; A database storing information about a user of the user terminal; A call processing unit that performs call routing, inbound call processing, and outbound call processing; And Control unit for controlling the first interlocking unit, the second interlocking unit, protocol conversion unit, database and call processing unit Call center system comprising a. The method according to any one of claims 16 to 19, The counselor terminal, Data is transmitted and received with the call processing device using the first message, the call processing device receives a call connection request of the user terminal from the call processing device and informs a counselor, or receives a call connection request from the counselor and the call processing device. Terminal unit for transmitting to; And In the case of receiving and transmitting data to and from the computer integrated telephone apparatus using the third message, and receiving the user information of the user terminal from the computer integrated telephone apparatus, access is made to the customer database of a predetermined address and based on the user information. An engine unit for searching for customer information and providing the searched customer information to a counselor; And The control unit for controlling the terminal unit and the engine unit Including call center system. The method according to any one of claims 15 to 19, The first message is a SIP (Session Initiation Protocol) format message, The second message is a call center system characterized in that the message in the form of a Common Alerting Protocol (CAP).

Images