KR20090049556A - Call center system and operation method thereof - Google Patents

Abstract

The present invention relates to a call center system and a method of operating the same. In the state of receiving and managing presence information from each remote counselor terminal connected to an IP network, the client terminal of the service requesting customer is connected to an agent terminal and the Providing the presence information of the remote counselor including at least one remote counselor terminal of the remote counselor terminal according to the request, and transfers the call from the counselor terminal to the first callable remote counselor terminal grasped the presence information of the remote counselor Upon receipt of the request, the mobile station determines the customer information according to the call transfer request, attempts to connect to the first remote counselor terminal through a data network, and provides the identified customer information to the first remote counselor terminal.

Call center, call transfer, presence, agent

Description

Call center system and operation method

The present invention relates to a call center system and a method of operating the call center system.

Businesses with branch offices in various locations, such as banks and securities firms, use call center systems to respond to customer calls for tasks other than those that can only be handled at the branch, that is, requests for general information or services. .

The conventional call center system acquires the personal information of the customer (ie, the customer identification information) in response to the customer's call and then responds to the customer's request in the IVR (Interactive Voice Response) or connects with the agent of the call center system. We are responding to customer requests.

In addition, the conventional call center system converts a customer's phone into a remote counselor when a customer's request that needs to be handled by a practitioner (hereinafter, referred to as a 'remote counselor') at a specific point is not received.

However, in a conventional call center system, a method of connecting a customer's call with a remote counselor, which is not a CTI (Computer Telephony Integration) environment in which the customer's call is interlocked with the caller's information, can be used to remotely consult the customer at a specific branch. Delivers a random call to the agent's phone or to any remote agent's phone at a particular point.

For this reason, the conventional call center system attempts to connect a voice call even when the remote counselor is busy or absent, so that the customer hears a busy tone or missed tone and waits for a long time to hang up or hang up.

In addition, since the conventional call center system merely delivers a voice call to the remote counselor's telephone, the customer connected to the remote counselor has to inconvenience the remote counselor to again inform his / her personal information (eg, name, social security number, etc.) Therefore, there is a problem that can not support rapid service.

The technical problem to be achieved by the present invention is to provide a call center system and a method of operating the same so that a call with a remote counselor who can respond to a customer's service can be made immediately.

In addition, the technical problem to be achieved by the present invention is to provide a call center system and a method of operating the remote counselor that can respond to the service of the customer to immediately check the unique information of the customer connected to the call.

The present invention according to the first aspect for achieving the technical problem is a first step of receiving and managing the presence information from each remote counselor terminal of the remote site connected to the IP network, the first step of connecting the customer terminal of the customer requesting the service to the counselor terminal Step 2, the third step of providing the presence information of the remote counselor comprising at least one remote counselor terminal of the remote counselor terminal at the request of the counselor terminal, the call to determine the presence information of the remote counselor from the counselor terminal A fourth step of receiving a call transfer request to the first remote agent terminal possible; a fifth step of identifying customer information of the customer according to the call transfer request; and a call connection to the first remote agent terminal through a data network; And a sixth step of providing the grasped customer information to the first remote counselor terminal. Which provides a method of operating a call center system.

According to a second aspect of the present invention, there is provided a voice service guide to a customer terminal of a first customer, and a plurality of counselor terminals connected to a local network that is an IP network or a plurality of external networks that are connected to an IP network. Interactive Voice Response (IVR) for performing call processing control for selective connection to a remote counselor terminal, connected to the IVR and the local network, and connecting the customer terminal to the counselor terminal according to the call processing control of the IVR. PBX to collect and manage the presence information for each of the plurality of counselor terminals, provide the presence information when requested by the counselor terminal, and call conversion support device connected to the IVR to either the local network or the external network. And at least one of the IVR and the call transfer support device is connected to the first customer through a connected network. Has a first function to obtain information, the first functional group provides a call center system that operates when the attempted call transfer connection between said remote agent station and the customer terminal.

According to the above-described embodiment, the present invention connects the remote counselor who is available for a call after confirming the current state of the remote counselor, so that the situation where the customer does not wait or does not occur. In addition, the present invention enables a customer who has been changed to a remote counselor by the counselor immediately receive the desired service from the remote counselor without the inconvenience of not providing a separate magnetic information.

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 terms “… unit”, “… unit”, “module”, etc. described in the specification mean a unit that processes at least one function or operation, which may be implemented by hardware or software or a combination of hardware and software. have.

Now, with reference to the accompanying drawings will be described an embodiment of the call center system and its operation method.

First, the concept of the present invention will be described with reference to FIG. 1 is a conceptual diagram for explaining the present invention.

As shown in FIG. 1, the present invention connects a customer to an agent B of the call center system 100 or a call to a remote agent C in response to a service request call (call) of the customer A. FIG. (I.e., call) can be switched so that the service request of the customer (A) can be met.

Specifically, the present invention allows the agent (B) connected to the local network of the call center system 100 or the call center system 100 to process if the service required by the customer (A) is capable of internal processing, and the remote branch If the remote agent (C) located in can handle the customer (A) is connected to the remote agent (C).

At this time, the present invention performs a function of grasping the state of the remote agent (C) in order to connect the customer (A) with the remote agent (C) that can be called immediately. Herein, the state of the remote agent C means that the telephone of the remote agent C (eg, an IP phone, a computer capable of making an Internet call, a mobile phone, etc.) is powered on or powered off or in a call, waiting for a call, or missing. .

In addition, the function of grasping the state means collecting the state of each remote counselor at each branch to determine whether the power is on, power off, in a call, waiting for a call, or not.

Hereinafter, the information indicating the state of the telephone is referred to as "presence information" of the remote counselor.

The present invention connects a remote agent (C) and a customer (A) who can make an immediate call based on the presence information of the exchange to which the remote agent is connected.

In addition, the present invention provides the customer information of the customer (A) with a voice call to the remote counselor (C) connected to the customer (A). Here, the customer information includes a social security number, name, address, customer rating, wire / wireless phone number, account information, and the like.

Through this, the customer (A) will be able to receive a series of services to handle the additional request as soon as the remote agent (C) is connected to the remote agent (C) identity is confirmed without a separate request for information.

Hereinafter, a call center system according to a first embodiment of the present invention for implementing the concept of the present invention will be described with reference to FIGS. 2 and 3.

2 is a block diagram of a call center system and a peripheral network according to an exemplary embodiment of the present invention, and FIG. 3 is a block diagram of a call conversion support apparatus shown in FIG. An embodiment of the present invention is for the case where the call center system 100 is applied to a financial company.

Prior to the description, a terminal used by the customer A to access the call center system 100 is called a customer terminal, and each of these customer terminals 11 and 12 is collectively referred to as a customer terminal 10. The customer terminal 10 is a terminal capable of making a call by connecting to at least one of a PSTN (public telephone network), a mobile communication network, an internet network, and the like, and may be, for example, a landline telephone, a mobile phone, an IP phone, a laptop, a computer, or the like. .

In addition, a terminal used by the counselor B for a call with the customer terminal 10 is referred to as an agent terminal, and each of these agent terminals 21 and 22 is collectively referred to as an agent terminal 20. The counselor terminal 20 is a telephone terminal connected to an IP network (eg, the Internet) and having a unique telephone number, and capable of voice communication and IP communication (ie, data communication), for example, an IP phone, a computer, or the like.

In addition, the terminal used by the remote counselor (C) for the call with the customer terminal 10 is called a remote counselor terminal, each remote counselor terminal (31, 32, 41, 42, etc.) for each branch by remote counselor terminal It is called (30, 40, etc.). The remote counselor terminal 20 is a telephone terminal connected to an IP network (for example, the Internet, etc.) and has a unique telephone number, which enables simultaneous IP communication and data communication, and displays when additional information of a voice call sent from a call center is received. A terminal capable of a display function such as an LCD that can be used is, for example, an IP phone or a computer.

As shown in Figure 2, the network according to an embodiment of the present invention is a customer terminal 10, the agent terminal 20, a plurality of remote counselor terminal (30, 40), call center system 100, IP (Internet Protocol) ) -PBX (Private Branch eXchange) 200, the bank legacy system 300.

The customer terminal 10 and the call center system 100 are connected to a PSTN, a mobile communication network, the Internet network, and the like, and the call center system 100 and the counselor terminal 20 are connected to a local network for voice and data communication. In this case, the local network may be, for example, a No. 7 network using a common line signaling method or a network using an ISDN.PRI or an Internet telephone (SIP, etc.).

The call center system 100 and the IP-PBX 200 are connected to an IP network, and exchange signaling for a Voice Over IP (VoIP) service based on a Session Initiation Protocol (SIP).

The IP-PBX 200 performs a circuit exchange between telephone terminals having an IP address, checks each remote counselor terminal 31, 32, 41, 42, and the like and provides the presence information to the call center system 100. Although FIG. 2 shows that there is only one IP-PBX, the IP-PBX may be configured by one or more, and may be constructed for each point or region.

 The bank legacy system 300 is a system established by each financial company for banking service, and various unique information of the customer including customer information such as information system and account system (e.g. social security number, name, address, customer grade). , Wired / wireless phone numbers, account information, etc.) are stored and managed.

In general, the legacy system refers to the current system from the standpoint of the system to be constructed in the future, and the bank legacy system 300 refers to the financial system of the financial company currently built.

Here, if the call center system of the present invention is applied to a mobile communication company, an automobile sales company, an insurance company, a manufacturer, or the like, it will be replaced with a service system that the corresponding business place has instead of the bank legacy system.

The call center system 100 performs the service function described with reference to FIG. 1. To this end, the call center system 100 includes an IVR 110, a PBX 120, and a call conversion support device 130. The call center system 100 interlocks with a switch of the call center system to identify a call state of a local agent and call a customer. The computer telephony integration (CTI) 140 is further included in the case of having a function of connecting with a possible counselor.

Each of the IVR 110, the PBX 120, and the call conversion support device 130 are connected to each other by being connected to a local network (eg, No. 7, ISDN.PRI, Internet phone, etc.), which is an IP network for data communication, in addition to a voice call path. Data communication is possible. Of course, the present invention can be used by connecting the call conversion support device 130 and the IVR 110 to the Internet network or other IP delivery network.

Of course, even when the CTI 140 is added, the CTI 140 is also connected to the local network to perform data communication with the corresponding device.

The IVR 110 is an access point of the customer terminal 10 requesting service, collects identification information of the customer (eg, at least one of an outgoing telephone number, a social security number, a mobile phone number, etc.), and provides service guidance through voice. And, the call processing to the counselor terminal 20 or the remote counselor terminal 30 is controlled. In addition, when the CTI 140 is added, the IVR 110 identifies a counselor terminal capable of making a call in connection with the CTI 140 and controls the call processing to the corresponding counselor terminal.

Here, the call processing control of the IVR 110 provides the telephone number (or access information) of the counselor terminal 21, 22, etc. to the PBX 120 via the local network if the customer's request is internally processed. Instructs the call processing to the counselor terminal.

In addition, the IVR 110 attempts to connect a call with one of the remote counselor terminals 31, 32, 41, 42, and the like through the IP-PBX 200 if the customer's request is handled by the remote counselor. To this end, the IVR 110 has a SIP proxy function for a SIP-based VoIP service, and the SIP proxy function requests SIP communication with the remote agent terminal to the IP-PBX 200.

The PBX 120 performs connection between the counselor terminal and the customer terminal instructed by the IVR 110 under the control of the IVR 110, and provides identification information of the customer to the connected counselor terminal.

Call conversion support device 130 is a customer information providing function for providing customer information to one remote counselor terminal (30, 40, etc.) instructed by the IVR 110, and presence information of the remote counselor terminal (30, 40, etc.) Presence information management to collect and manage

The customer information providing function is used when the IVR 110 does not directly provide the customer information to the remote counselor terminal. When only the identification information of the customer is received from the IVR 110, the customer accesses the bank legacy system 300 directly. Acquiring and providing customer information using identification information, or receiving customer information from the IVR 110 or the counselor terminal 20, provides the received customer information to the remote counselor terminal through the IP network.

The CTI 140 collects and manages information on the current state of each agent terminal (21, 22, etc.) (for example, incapable of talking, busy, available for calling, etc.), and the callable agent at the request of the IVR 110. Inform identification information (eg, phone number) of the terminal.

The counselor terminal 20 collectively refers to a phone for inquiring with a customer and a PC for inquiring information and performing business processing. When the agent terminal 20 is connected to the customer terminal 10 by the PBX 120, the customer terminal 20 acquires customer information from the bank legacy system 300 by using the identification information of the customer received at the time of connection, and obtains the customer information. Is displayed on the screen.

On the other hand, the present invention, if the call center system 100 is to build a separate database for storing customer information, it is not necessary to use the bank legacy system 300.

Hereinafter, the configuration of the call conversion support apparatus according to an embodiment of the present invention with reference to FIG.

As shown in FIG. 3, the call conversion support apparatus 130 includes a call conversion determining unit 131, a customer information identifying unit 132, a presence determining unit 133, a customer information storing unit 134, and a presence storing unit. (135).

The call conversion determining unit 131 is used when the customer information is not provided directly from the IVR 110 to the remote counselor terminal.

The call transfer determining unit 131 determines whether a call transfer connection event to the remote counselor terminal occurs as the reception of the customer information providing request message from the IVR 110. When the call conversion determining unit 131 receives the customer information providing request message, the call conversion determining unit 131 determines that a call transfer connection event has occurred, extracts customer identification information or customer information included in the customer information providing request message, and extracts the extracted information from the customer information. It provides to the grasping part 132.

When the customer information identifying unit 132 receives the customer information or the identification information of the customer, the customer information is determined using the same, and the stored customer information is stored in the customer information storage unit 134. At this time, when the customer information grasp method receives the customer information from the call conversion determiner 131, it is stored in the customer information storage unit 134 as it is, and when receiving the identification information of the customer is connected to the bank legacy system 300 to the customer information After obtaining the stored in the customer information storage unit 134.

The customer information grasping unit 132 has a function of transmitting the grasped customer information to the remote counselor terminal. In this case, the transmission is, for example, transmitted using the HTTP protocol. Of course, the customer information grasping unit 132 receives an IP address (or other identification information) for the transmitted remote counselor terminal from the call conversion grasping unit 131.

Presence determiner 133 is connected to the IP-PBX (200), and collects the presence information of each remote counselor terminal from the IP-PBX (200), and the identification information of each remote counselor terminal (for example, phone number, branch Identification code) to be stored in the presence storage unit 135. The presence determining unit 133 receives the presence information request of each remote counselor terminal of the corresponding point or the presence information request of the specific remote counselor terminal from the counselor terminal 20 and provides the presence information corresponding to the counselor terminal 20. .

Hereinafter, an embodiment of an operation method for a call center system according to an embodiment of the present invention will be described with reference to FIGS. 4 to 6.

First, a call center operating method according to a third embodiment of the present invention will be described with reference to FIG. 4. 4 is a data flow diagram illustrating a call center operating method according to a first embodiment of the present invention.

As shown in FIG. 4, the call conversion support apparatus 130 receives, grasps and stores / manages the presence information of each remote counselor terminal through the IP-PBX 200 (S10 and S20).

In this state, when the customer terminal (for example, the customer terminal 11) transmits the service request call, the IVR 110 connects with the customer terminal 11 (S401), and the customer's identification information (eg, social security number). Request and obtain (S402).

Then, the IVR 100 connects the call to the counselor terminal 21 capable of making a call through the PBX 120 so that the counselor responds to the customer's request (S403). At this time, the IVR 110 provides the identification information of the customer.

When the call of the customer terminal 11 is received, the counselor terminal 21 generates an alarming sound and accesses the bank legacy system 300 to obtain customer information corresponding to the identification information of the customer.

In addition, the counselor terminal 21 is connected to the customer terminal 11 and at the same time displays the customer information on the screen to identify and respond to the customer of the counselor.

In this way, the counselor processes the customer's request itself (S404) if the customer's request received while serving the customer (S404). On the other hand, the agent is a specific remote counselor 31 (or specific) set as the customer in charge through the terminal 21, if the request of the customer being received can be handled by the practitioner (ie, remote counselor) in the branch (S404) Requesting the provision of the presence information of the remote counselor terminal belonging to the branch (such as 30 or 40) to the call conversion support apparatus 130 (S406), and obtaining (S407).

The agent terminal 21, which has obtained the presence information of the remote agent terminal, displays the presence information of the specific remote agent terminal 31 on the screen, through which the agent can make a call to the remote agent terminal 31 (power on). ), Presence information such as power off and power-off is detected (S408).

Through the S408 process, the counselor determines whether the remote counselor terminal 31 to be immediately connected is available (S409), and if the immediate call is possible, inputs a call switching command to his terminal 21 (S410). .

According to the call switching command, the agent terminal 21 requests the call switching to the remote counselor terminal 31 to the IVR 110 (S411), and in response, the IVR 110 calls the call of the customer terminal 11. The connection with the counselor terminal 21 is released while maintaining the connection (S412).

Then IVR (110) grasps the customer information to be provided to the remote counselor terminal 31 (S413). At this time, the grasp of the customer information is directly connected to the bank legacy system 300, or obtained from the counselor terminal 21 with the call transfer request. Of course, since the interior of the call center system 100 is connected to each other through a local network, customer information may be obtained from a separate device or another configuration (eg, a call conversion support device).

When the IVR 110 grasps the customer information, the SIP proxy function transmits SIP signaling, that is, an INVITE message, to the IP-PBX 200 to instruct a call connection to the remote counselor terminal 31, and at this time, the customer in the INVITE message Include information (including customer identification information) (S414). Here, the CID (Caller ID) field is added to the INVITE message, and the customer information is recorded in the CID field. Of course, the present invention can be any method of including the customer information in the INVITE message in addition to the addition of the CID field to those skilled in the art.

When the IP-PBX 200 receives the INVITE message from the IVR 110, the IP-PBX 200 delivers the INVITE message to the remote agent terminal 31 recorded as the destination address of the INVITE message, and sends the response message of the INVITE message to the remote agent terminal 31. Received from and provided to the IVR (110) (S415).

Therefore, the remote counselor at the same time as the alarm of the terminal 31, the remote counselor terminal 31 extracts the customer information which is the CID information included in the INVITE message and displays it on the screen (S416), and the customer terminal 11 and The call is connected (S417).

On the other hand, if the terminal 31 of the remote counselor assigned to the customer in the S409 determination process is not available or the call is not possible immediately due to power off, the agent informs the customer of the connection with other remote agents to the customer (S418), When requesting a connection with another remote agent (S419), the connection with the other remote agent to perform the process S410 to S415.

On the other hand, if the customer does not request a connection with another remote agent (S419), the customer disconnects and terminates the service (S420).

Next, a call center operating method according to a second embodiment of the present invention will be described with reference to FIG. 5. 5 is a data flow diagram illustrating a call center operating method according to a second embodiment of the present invention.

As shown in FIG. 5, the call conversion support apparatus 130 receives, grasps and stores / manages the presence information of each remote counselor terminal through the IP-PBX 200 (S10 and S20).

In this state, when the customer terminal (for example, the customer terminal 11) transmits the service request call, the IVR 110 connects with the customer terminal 11 (S501), and identifies the customer's identification information (for example, a resident). Registration number) is requested and obtained (S502).

Then, the IVR 100 connects the call to the counselor terminal 21 capable of making a call through the PBX 120 so that the counselor responds to the customer's request (S503). At this time, the IVR 110 provides the identification information of the customer.

When the call of the customer terminal 11 is received, the counselor terminal 21 generates an alarming sound and accesses the bank legacy system 300 to obtain customer information corresponding to the identification information of the customer.

In addition, the counselor terminal 21 is connected to the customer terminal 11 and at the same time displays the customer information on the screen to identify and respond to the customer of the counselor.

In this way, the counselor processes the customer's request itself (S504), if the customer's request received while serving the customer (S504). On the other hand, the agent is a specific remote counselor 31 (or specific) set as the customer in charge through the terminal 21, if the request of the customer received can be handled by the practitioner (ie, remote counselor) in the branch (S504) Requesting the provision of the presence information of the remote counselor terminal belonging to the branch (such as 30 or 40) to the call conversion support apparatus 130 (S506) and obtaining (S507).

The agent terminal 21, which has obtained the presence information of the remote agent terminal, displays the presence information of the specific remote agent terminal 31 on the screen, through which the agent can make a call to the remote agent terminal 31 (power on). ), The presence information such as the absence, power off, etc. is grasped (S508).

Through the process S508, the counselor determines whether the remote counselor terminal 31 to be immediately connected is possible (S509), and if a call is available immediately, inputs a call switching command to his terminal 21 (S510). .

According to the call switching command, the agent terminal 21 requests the call switching to the remote counselor terminal 31 to the IVR 110 (S511), and in response, the IVR 110 calls the call of the customer terminal 21. The connection with the counselor terminal 21 is released while maintaining the connection (S512).

Thereafter, the IVR 110 sends a SIP signaling, that is, an INVITE message, to the IP-PBX 200 through the SIP proxy function to instruct a call connection to the remote counselor terminal 31 (S513).

When the IP-PBX 200 receives the INVITE message, the IP-PBX 200 delivers the INVITE message to the remote agent terminal 31 recorded as the destination address of the INVITE message, and sends the response message of the INVITE message to the remote agent terminal. Received from the 31 and provided to the IVR (110) (S514).

Meanwhile, at the same time as the S513 process, the IVR 110 identifies the customer's identification information (eg, a phone number, social security number, etc.), and identifies the identified customer's identification information and the identification information (IP address, phone number, etc.) of the remote counselor terminal 31. Provide the customer information providing request message including a) to the call conversion support device 130 (S515). Here, the identification information of the customer in the IVR 110 uses identification information of the customer included in the call transfer request of the counselor terminal 21.

 When the call conversion support apparatus 130 receives the customer information providing request message from the IVR 110, the call conversion support apparatus 130 accesses the bank legacy system 300 and then grasps the customer information using the identification information of the customer (S516). Then, the call conversion support apparatus 130 provides the customer information to the remote counselor terminal 31 through the IP network (for example, the Internet network) (S517).

Therefore, the remote counselor terminal 31 receives the customer information provided by the call conversion support apparatus 130 and displays it on the screen so that the remote counselor can check (S518), and the remote counselor makes a call according to the alert sound. If received, the call is connected with the customer terminal 11 (S519).

On the other hand, if the terminal 31 of the remote counselor assigned to the customer in the S509 determination process is not available or the instant call is not available due to the power off or the like, the agent informs the customer of the connection with other remote agents to the customer (S520), When requesting a connection with another remote agent (S521), the connection with the other remote agent to perform the process S510 to S517.

On the other hand, if the customer does not request a connection with another remote agent (S521), the customer disconnects from the service and ends the service (S522).

Finally, a call center operating method according to a third embodiment of the present invention will be described with reference to FIG. 6. 6 is a data flow diagram illustrating a call center operating method according to a third embodiment of the present invention.

As shown in FIG. 6, the call conversion support apparatus 130 receives, grasps and stores / manages the presence information of each remote counselor terminal through the IP-PBX 200 (S10 and S20).

In this state, when the customer terminal (for example, the customer terminal 11) transmits the service request call, the IVR 110 connects with the customer terminal 11 (S601), and the customer's identification information (eg, social security number). Request and obtain (S602).

Then, the IVR 100 connects the call to the counselor terminal 21 capable of making a call through the PBX 120 so that the counselor responds to the customer's request (S603). At this time, the IVR 110 provides the identification information of the customer.

When the call of the customer terminal 11 is received, the counselor terminal 21 generates an alarming sound and accesses the bank legacy system 300 to obtain customer information corresponding to the identification information of the customer.

In addition, the counselor terminal 21 is connected to the customer terminal 11 and at the same time displays the customer information on the screen to identify and respond to the customer of the counselor.

In this way, if the agent can handle the request of the customer received while serving the customer itself (S604), and processes itself (S600). On the other hand, the agent is a specific remote counselor 31 (or specific) set as the customer in charge through the terminal 21, if the request of the customer that is received can be handled by the practitioner (that is, remote counselor) in the branch (S604) Requesting the provision of the presence information of the remote counselor terminal belonging to the branch (such as 30 or 40) to the call conversion support apparatus 130 (S605), and obtaining (S606).

The agent terminal 21, which has obtained the presence information of the remote agent terminal, displays the presence information of the specific remote agent terminal 31 on the screen, through which the agent can make a call to the remote agent terminal 31 (power on). ), The presence information such as the absence, the power-off, etc. is grasped (S607).

Through the S608 process, the counselor determines whether the remote counselor terminal 31 to be immediately connected is available (S608), and if the immediate call is possible, inputs a call switching command to his terminal 21 (S609). ).

According to the call switching command, the agent terminal 21 requests the call switching to the remote counselor terminal 31 to the IVR 110 (S610), and in response, the IVR 110 calls the call of the customer terminal 21. The connection with the counselor terminal 21 is released while maintaining the connection (S611).

Thereafter, the IVR 110 sends a SIP signaling, that is, an INVITE message, to the IP-PBX 200 through the SIP proxy function to instruct a call connection to the remote counselor terminal 31 (S612).

When the IP-PBX 200 receives the INVITE message, the IP-PBX 200 delivers the INVITE message to the remote agent terminal 31 recorded as the destination address of the INVITE message, and sends the response message of the INVITE message to the remote agent terminal. Received from the (31) and provided to the IVR (110) (S613).

Meanwhile, at the same time as the process S612, the IVR 110 acquires customer information in association with the counselor terminal 21 (S614).

At this time, the method of acquiring the customer information is provided by the agent terminal 21 to the IVR 110 at the time of the call switching request, or by using the identification information of the customer included in the call switching request (eg, a phone number, social security number, etc.). 110 may be obtained from the counselor terminal 21. Of course, the IVR 110 may obtain customer information from the bank legacy system 300 by using the identification information of the customer.

Thus obtained IVR (110) provides the customer information providing request message including the customer information and identification information (IP address, telephone number, etc.) of the remote counselor terminal 31 to the call conversion support device 130. (S615).

When the call conversion support device 130 receives the customer information providing request message from the IVR 110, the customer information included in the customer information providing request message is extracted and remotely extracted through the IP network (eg, the Internet network). Provided to the counselor terminal 31 (S616).

Therefore, the remote counselor terminal 31 receives the customer information provided by the call conversion support device 130 and displays it on the screen so that the remote counselor can check (S617), and the remote counselor makes a call according to the alert sound. If received, the call is connected to the customer terminal 11 (S618).

On the other hand, if the terminal 31 of the remote counselor assigned to the customer in the S608 determination process is not available or the instant call is not possible due to the power off or the like, the agent informs the customer of the connection with other remote agents to the customer (S619), When requesting a connection with another remote agent (S620), the connection with the other remote agent to perform the steps S609 to S616.

On the other hand, if the customer does not request a connection with another remote agent (S520), the customer disconnects and terminates the service (S621).

On the other hand, Figure 7 shows an example of the customer information displayed on the remote counselor terminal which is an IP phone. 7 is a view showing customer information displayed on the IP phone of the remote counselor according to an embodiment of the present invention. As shown in FIG. 7, the screen of the remote counselor terminal displays customer information such as customer number, telephone number, customer grade, work name, and management point information.

At the same time, the present invention can provide customer information provided to the IP phone to the computer used by the remote counselor simultaneously with the provision of the IP phone. The computer is preferably a general computer, not a remote counselor terminal.

An example of customer information provided and displayed on such a computer is shown in FIG. 8. FIG. 8 is a view showing customer information displayed on a computer of a remote counselor according to an exemplary embodiment of the present invention. As shown in Fig. 8, the customer's computer displays the customer information shown in Fig. 7 on the screen. In addition, since computers have more processing capacities and types of processing than IP phones, they may include customer information (eg, public information) that could not be provided to IP phones.

On the other hand, the present invention does not preferentially connect the agent according to the customer's service request call, and the service items required by the customer in the IVR of the call center system by voice guidance and performs the process if possible to process itself, the agent connection Alternatively, when a remote counselor connection is required, a process of an embodiment of the present invention may be provided.

The embodiments of the present invention described above are not implemented only through the apparatus and the method, but may 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. Implementation may 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.

1 is a conceptual diagram for explaining the present invention.

2 is a block diagram of a call center system and a peripheral network according to an exemplary embodiment of the present invention.

3 is a block diagram of the call conversion support apparatus shown in FIG.

4 is a data flow diagram illustrating a call center operating method according to a first embodiment of the present invention.

5 is a data flow diagram illustrating a call center operating method according to a second embodiment of the present invention.

6 is a data flow diagram illustrating a call center operating method according to a third embodiment of the present invention.

7 is a view showing customer information displayed on the IP phone of the remote counselor according to an embodiment of the present invention.

8 is a view showing customer information displayed on the computer of the remote counselor according to an embodiment of the present invention.

Claims (15)

A first step of receiving and managing the presence information from each remote counselor terminal connected to the IP network; A second step of connecting the customer terminal of the customer who requested the service to an agent terminal; A third step of providing the presence information of the remote counselor including at least one remote counselor terminal among the remote counselor terminals according to the request of the counselor terminal; A fourth step of receiving a call transfer request from the counselor terminal to a callable first remote counselor terminal that is aware of the presence information of the remote counselor; A fifth step of identifying customer information of the customer according to the call transfer request; and And a sixth step of attempting to connect a call to the first remote counselor terminal through a data network, and providing the determined customer information to the first remote counselor terminal. How to operate a call center system. The method of claim 1, The second step is to provide the identification information of the customer to the counselor terminal when connecting the customer terminal and the counselor terminal, so that the counselor terminal can obtain the customer information of the customer by using the identification information of the customer doing, How to operate a call center system. The method of claim 2, The fifth step is to identify the customer information of the customer through the customer information received from the counselor terminal when receiving the call transfer request, How to operate a call center system. The method of claim 3,  The sixth step includes the identified customer information in the first signaling transmitted to the first remote counselor terminal for call connection with the first remote counselor terminal. How to operate a call center system. The method of claim 4, wherein  The first signaling is an INVITE message which is SIP signaling, and the customer information is included in a CID (Caller ID) field, which is an additional field in the INVITE message. How to operate a call center system. The method according to claim 1 or 2, The fifth step is to identify the customer information of the customer by using the identification information of the customer stored in the database, or to request the customer information of the customer to the counselor terminal using the identification information of the customer How to operate a call center system. The method of claim 6,  The sixth step, Exchanging call connection signaling with the first remote agent terminal for call connection with the first remote agent terminal; Providing the identified customer information to the first remote counselor terminal through an IP network; How to operate a call center system. Providing a voice service guide to a customer terminal of a first customer, and performing call processing control for selective connection of the client terminal to a counselor terminal connected to a local network that is an IP network or a plurality of remote counselor terminals connected to an external network that is an IP network. Interactive Voice Response (IVR), A PBX connected to the IVR and the local network and connecting the customer terminal to the counselor terminal according to call processing control of the IVR; Collecting and managing the presence information for each of the plurality of counselor terminals, providing the presence information when requested by the counselor terminal, and comprising a call transfer support apparatus connected to the IVR either as the local network or the external network; At least one of the IVR and the call transfer support device has a first function of acquiring customer information of the first customer through a connected network, and the first function is a call transfer connection between the remote counselor terminal and the customer terminal. Works when attempted, Call center system. The method of claim 8, The IVR obtains the identification information of the first customer from the customer terminal and provides it to the corresponding counselor terminal upon connection with the counselor terminal so that the counselor terminal uses the identification information of the first customer to identify the first customer. To obtain customer information, Call center system. The method of claim 9, The IVR receives a first message together with a call transfer request from a counselor terminal connected to the customer terminal through a first function to a first remote counselor terminal among the plurality of remote counselor terminals, and includes the first message in the first message. Extracting and acquiring customer information of the first customer, Call center system. The method of claim 9, The IVR receives a first message together with a call transfer request from a counselor terminal connected to the customer terminal through a first function to a first remote counselor terminal among the plurality of remote counselor terminals, and includes the first message in the first message. Extracting and obtaining identification information of the first customer, Call center system. The method of claim 10, The IVR is in response to the call transfer request of the counselor terminal. Including the customer information of the first customer in the first signaling transmitted to the first remote agent terminal for the call connection with the first remote agent terminal, Call center system. The method of claim 12,  The first signaling is an INVITE message which is SIP signaling, and the customer information of the first customer is included in a CID (Caller ID) field, which is an additional field in the INVITE message. Call center system. The method of claim 10, The IVR is in response to the call transfer request of the counselor terminal. Exchange call signaling to the first remote counselor terminal for call connection with the first remote counselor terminal, and the IP connection information of the first remote counselor terminal and the customer information of the first customer to the call transfer support device. To provide The call conversion support apparatus provides the received customer information of the first customer to the first remote counselor terminal, Call center system. The method of claim 11, The IVR is in response to the call transfer request of the counselor terminal. Exchange signaling for a call with the first remote agent terminal for connection with the first remote agent terminal, Providing the IP connection information of the first remote counselor terminal and the identification information of the first customer to the call conversion support device; Accordingly, the call conversion support apparatus obtains the customer information of the first customer by using the identification information of the first customer through the first function and provides the first remote counselor terminal to the first remote counselor terminal. Call center system.

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