KR20100094746A - A person in charge call connection service method in voip based ivr system - Google Patents

Abstract

PURPOSE: A method for directly connecting a person in charge of customers in an IVR system based on VoIP(Voice over Internet Protocol) is provided to directly connect to a mobile phone of the person who works outside when a call is connected according to selection of a caller which is a customer. CONSTITUTION: A customer management server searches an extension number of a VoIP phone of a person in charge of customers. The customer management server transmits the searched extension number of the VoIP phone to an IP- PBX(Internet Protocol-Private Branch Exchange)(S120). The IP-PBX receives the extension number of the VoIP phone of the person in charge of customers from the customer management server. The IP-PBX transmits a call to a phone number of a mobile terminal of a preset person in charge of customers(S122). The call transmitted from the IP-PBX is sent to the mobile terminal of the person through a VoIP service provider server and a mobile communication network(S124).

Description

A person in charge call connection service method in VoIP based IVR system}

The present invention relates to a voice over internet protocol (VoIP) based internet telephony service system. Particularly, in a VoIP based internet telephony system, a customer who is a talker can talk directly to a mobile phone of a customer representative who wants to make a call. In a VoIP-based Interactive Voice Recorder (IVR) system that allows users to make their own choices so that they can make a direct call to a mobile phone of an external worker who is connected without leaving a call when a customer makes a call. Customer Representative relates to a direct call connection service method.

In general, voice over Internet Protocol (hereinafter, simply referred to as VoIP) is a technology for transmitting voice signals through an IP (Internet Protocol) network configured for data transmission.

In addition, various additional services are provided to the VoIP-based Internet telephone system, for example, an automatic response system (ARS), an interdependent voice recorder (IVR), a caller identification (CID), a voice recording, and a voice message service (VMS) service. This is it.

However, in the conventional Internet phone service as in the prior art, when a call is received through ASR or IVR, there is no service for directly connecting to the mobile phone of the absentee, and the caller is notified by informing the caller of the absentee's mobile phone number. There was an inconvenience to make a call to the caller by making a call back to the mobile phone, or when the absentee returned to the office after leaving a note of the caller's phone number.

The present invention was created to solve the problems of the prior art as described above. The purpose of the direct call connection service method for a customer representative in a VoIP-based IVR system is to make a call in a VoIP-based Internet telephone system. By implementing the service mode that can be directly connected to the mobile phone of the person in charge, and allowing the caller who is the customer to select this service mode, the person who is working outside while the call is connected without interruption according to the caller's choice based on the guidance of the IVR. The present invention provides a direct call connection service method for a customer representative in a VoIP-based IVR system suitable for making a direct call to a cellular phone or a VoIP phone.

In the VoIP-based IVR system of the present invention for achieving the above object, the customer contact direct call connection service method, the call (call) sent from the transmitting terminal is transferred to the VoIP (Voice over Internet Protocol) operator server IP- Receiving a call on an Internet Protocol-Private Branch Exchange (PBX); When the call is received on the IP-PBX, executing an IVR (Interactive Voice Recorder) program stored in the IP-PBX; Transmitting, by the IPVR, the IP-PBX to the client terminal in direct connection service mode; Selecting the direct customer service direct connection service mode through the transmitting terminal; Requesting, by the IP-PBX, the VoIP phone extension number of the 'customer representative' in charge of the customer of the transmitting terminal to the customer management server by the IP-PBX determined that there is a 'customer direct connection service mode' selection input from the transmitting terminal; After receiving the VoIP phone extension number request from the IP-PBX, the customer management server searches the VoIP phone extension number of the 'customer representative' stored therein and transmits the VoIP phone extension number of the 'customer representative' to the IP-PBX. ; Sending an IP-PBX receiving the VoIP phone extension number of the 'customer representative' received from the customer management server to the mobile terminal's telephone number of the 'customer representative' which is linked to the extension number; The call transmitted from the IP-PBX is received by a mobile terminal of a 'customer representative' for a call connection through a VoIP service provider server and a mobile communication network, and the call is connected.

In the VoIP-based IVR system of the present invention having the configuration as described above, the direct call connection service method for a customer representative in the VoIP-based Internet telephone system implements a service mode that can be directly connected to a mobile phone of a person in charge of a call to make a call. By allowing the caller to select this service mode, the caller can select the service mode, based on the IVR's guidance, to make a direct call to the mobile phone of an external worker who is not disconnected from the call and connect the call to the VoIP phone. It may have an effect.

As a result, the caller who is a customer can provide a wider choice of services, and can eliminate the inconvenience of re-calling or leaving a note again.

The following will be described in detail with reference to the accompanying drawings, a preferred embodiment of a method for direct call connection service of the customer representative in the VoIP-based IVR system of the present invention.

FIG. 1 is a block diagram of a communication system in which a direct call connection service method of a customer representative in a VoIP based IVR system according to an embodiment of the present invention is implemented, and FIG. 2 is a detailed block diagram of a customer management server in FIG. 3 is a block diagram showing a flowchart of a method for direct call connection service of a customer representative in a VoIP based IVR system according to an embodiment of the present invention, and FIG. 4 according to another embodiment of the present invention. A flowchart of a method for direct call connection service of a customer representative in a VoIP based IVR system is shown, and FIG. 5 is a communication in which a method for direct call connection service of a customer representative in a VoIP based IVR system according to an embodiment of the present invention is implemented. Another schematic diagram of the system is shown.

As shown in Figure 1 and 2, in the VoIP-based IVR system according to an embodiment of the present invention customer direct call connection service method, the call (call) sent from the transmitting terminal 10 is a VoIP ( When the call is transferred to the IP-PBX (Internet Protocol-Private Branch Exchange) 30 by being transferred from the Voice over Internet Protocol (VoIP) provider server 20 (S110), the IP-PBX 30 receives the call. In step S112, the IVR (Interactive Voice Recorder) program stored in the PBX 30 is executed, and the IP-PBX 30 is transmitted to the transmitting terminal 10 by the execution of the IVR. 'Step (S114) to send the announcement (for example, "if you want to connect directly to your mobile phone call button!"), And the customer talker in the sending terminal 10' direct customer contact directly Enter the key to select 'Connection service mode' (button 5 in the example above) The step S116 of selecting the 'customer representative direct connection service mode' through the transmitting terminal 10 and the IP-PBX 30 determined that there is a 'customer representative direct connection service mode' selection input from the transmitting terminal 10. Requesting the VoIP phone 61 extension number of the 'customer representative' in charge of the customer of the transmitting terminal 10 to the customer management server 50 (S118), and the VoIP phone 61 from the IP-PBX 30; ) After receiving the extension number request, the customer management server 50 searches for the VoIP phone 61 extension number of the 'customer representative' stored therein, and then retrieves the VoIP phone 61 extension number of the 'customer representative' IP-PBX. Step (S120) and the IP-PBX (30) receiving the VoIP phone 61 extension number of the 'customer in charge' received from the customer management server 50 in the state that the incoming call is not disconnected (S120) Linking to the extension number and transmitting the call to the mobile terminal phone number of the pre-set 'customer representative' (S122 And the call sent from the IP-PBX 30 is received by the mobile terminal 70 of the 'customer representative' for the call connection through the VoIP service provider server 20 and the mobile communication network (S124). It characterized in that it is configured to include.

In a communication system in which a direct call connection service method of a customer representative in a VoIP based IVR system according to the present invention is implemented, a plurality of VoIP phones 61 serving as receiving terminals are called by call switching control of the IP-PBX 30. Incoming calls are assigned to each of them, and all of them are connected to the extension.

If the customer who is the caller does not input a key (button 5 in the above example) for selecting a 'customer direct connection service mode', the VoIP phone 61 rings to make a call connection with the VoIP phone 61. Of course.

And, each of the VoIP phone 61 is connected to a client PC 62, the client PC 62 is composed of a customer management server 50 and the server-client system connected to the customer information from the customer management server 50 And contact information, and the customer management server 50 may be provided separately as shown, but a database of customer information and contact information is built on any one of the plurality of client PCs 62 and the server information is stored in the server computer. Of course, it can be set and used.

In addition, the client PC 62 may be directly connected to the hub 40 as shown in FIG. 1, or may be connected by branching from the VoIP phone 61 as shown in FIG. 5.

In addition, the configuration represented by the reference numeral '40' connects the IP-PBX 30 with each VoIP phone 61 and the client PC 62 as the hub 40.

The IP-PBX 30 is a configuration for switching and controlling the call transmitted from the VoIP provider server 20 to the subscriber's VoIP phone 61. For the implementation of the present invention, the IP-PBX 30 includes a customer management server. When receiving the VoIP phone 61 extension number of the 'customer representative' from 50, the phone number of the mobile terminal is linked to the VoIP phone 61 extension number of the received 'customer representative' and stored in the extension number. The call is sent to the telephone number of the linked mobile terminal.

The transmitting terminal 10 may be, for example, a wired telephone connected to a PSTN network, a VoIP phone connected to a VoIP network, or a portable terminal for transmitting and connecting a call through a mobile communication network.

As shown in Figure 3, the customer management server 50, the information of the customer (eg, name, phone number, social security number, membership number, home delivery number, vehicle number, etc.) to send through the transmission terminal 10; Data transmission and reception between the customer database 51 and the IP-PBX 30 and the contact database 52 which stores the information (name and extension number of the VoIP phone) designated for each customer. A processor 53 which controls reading and writing of information in the database 51 and the person in charge database 52 is provided.

In the method for direct call connection service of a customer representative in a VoIP based IVR system according to an embodiment of the present invention, the search of the extension number of the VoIP phone 61 of the 'customer representative' by the customer management server 50 is performed. By receiving the telephone number of the transmitting terminal 10 from the IP-PBX 30 and searching for the VoIP phone 61 extension number of the 'customer in charge' which is linked and stored in the telephone number of the receiving terminal 10 received. Characterized in that it is carried out.

At this time, the customer database 51 stores the telephone number of the customer's transmission terminal 10, the contact database 52 is linked to the customer's telephone number stored in the customer database 51, respectively, the VoIP phone 61 of the representative ) Extension number is stored.

In the method for direct contact connection service of a customer representative in a VoIP-based IVR system according to an embodiment of the present invention, after the step (S112) of executing the IVR (Interactive Voice Recorder) program is performed, the transmitting terminal 10 The unique ID of the caller is input through S113-1 and the unique ID of the caller input through the transmitting terminal 10 is controlled by the IP-PBX 30 by the customer management server 50. (In detail, a temporary storage (buffer) inside the processor 53) further comprises the step (S113-2) is carried out, and then the 'customer contact direct connection service mode' announcement message is sent out Step S114 is characterized in that is performed.

At this time, the search for the VoIP phone 61 extension number of the 'customer representative' by the customer management server 50 is temporarily stored therein when there is a request for the VoIP phone 61 extension number from the IP-PBX 30. It is characterized in that it is performed by searching the VoIP phone 61 extension number of the 'customer in charge', which is linked and stored in the caller's unique ID.

The unique ID of the caller is, for example, any one selected from a resident number, a member number, a home delivery number, and a vehicle number.

For example, if the caller's unique ID is a social security number, the customer's social security number is stored in the customer database 51, and the person in charge database 52 links to the social security number of the customer stored in the customer database 51, respectively. The extension number of the VoIP phone 61 of the person in charge is stored.

Similarly, if the caller's unique ID is a member number, the customer database 51 stores the member number of the customer's sending terminal 10 and the contact database 52 stores the member number of the customer stored in the customer database 51. When each of them is linked to store the extension number of the VoIP phone 61 of the person in charge and the caller's unique ID is the home delivery number, the customer's home delivery number is stored in the customer database 51 and the person in charge database 52. Is linked to each customer's home delivery number stored in the customer database 51, the extension number of the VoIP phone 61 of the person in charge is stored, and if the caller's unique ID is the vehicle number, the customer database 51 has the customer's Vehicle number is stored and the person in charge database 52 is linked to each customer's vehicle number stored in the customer database 51 Is the extension number of the VoIP phone 61 is stored.

The above embodiments of the present invention are merely one embodiment of the technical idea of the present invention, and of course, other modifications can be made within the technical idea of the present invention by those skilled in the art.

1 is a block diagram of a communication system in which a customer representative direct call connection service method is implemented in a VoIP-based IVR system according to an embodiment of the present invention.

FIG. 2 is a detailed block diagram of the customer management server in FIG. 1.

3 is a flowchart of a method for direct call connection service of a customer representative in a VoIP based IVR system according to an embodiment of the present invention.

4 is a flowchart of a method for direct call connection service of a customer representative in a VoIP based IVR system according to another embodiment of the present invention.

5 is another configuration diagram of a communication system that implements a method for direct contact service of a customer representative in a VoIP based IVR system according to an embodiment of the present invention.

          Explanation of symbols on the main parts of the drawings

10; Transmitter terminal

20; VoIP provider server

30; IP-PBX

40; Herb

50; Customer Management Server

51; Customer database

52; Contact database

53; Processor

61; VoIP Phone

62; Client PC

70; 'Terminal' mobile terminal

Claims (4)

The call sent from the transmitting terminal 10 is transferred from the Voice over Internet Protocol (VoIP) provider server 20 and the call arrives at the Internet Protocol-Private Branch Exchange (IP-PBX) 30 (S110); When the call is received by the IP-PBX (30), executing an IVR (Interactive Voice Recorder) program stored in the IP-PBX (30); The IP-PBX 30 transmitting the 'customer representative direct connection service mode' announcement to the transmitting terminal 10 by the execution of the IVR (S114); Step S116 in which a direct customer service direct connection service mode is selected through the transmitting terminal 10; The VoIP phone of the 'customer representative' in charge of the customer of the transmitting terminal 10 to the customer management server 50 determines that the IP-PBX 30 determines that there is a 'customer direct connection service mode' selection input from the transmitting terminal 10. (61) requesting an extension number (S118); After receiving the VoIP phone 61 extension number request from the IP-PBX 30, the customer management server 50 searches for the VoIP phone 61 extension number of the 'customer representative' stored therein. Transmitting the VoIP phone 61 extension number to the IP-PBX 30 (S120); IP-PBX (30) receiving the VoIP phone 61 extension number of the 'customer representative' received from the customer management server 50 is linked to the extension number to the mobile terminal phone number of the preset 'customer representative' Sending a call (S122); The call sent from the IP-PBX 30 is received through the VoIP service provider server 20 and the mobile communication network to the mobile terminal 70 of the 'customer representative' for the call connection (S124). Customer contact direct call connection service method in the VoIP-based IVR system, characterized in that the configuration. The method according to claim 1, The VoIP phone 61 extension number of the "customer in charge" by the customer management server 50, By receiving the telephone number of the transmitting terminal 10 from the IP-PBX 30 and searching for the VoIP phone 61 extension number of the 'customer in charge' which is linked and stored in the telephone number of the receiving terminal 10 received. Customer contact direct call connection service method in the VoIP-based IVR system, characterized in that performed. The method according to claim 1, After the step (S112) of executing the IVR (Interactive Voice Recorder) program is performed, Step (S113-1) of inputting the unique ID of the caller through the transmitting terminal 10 (S113-1), and the unique ID of the calling party input through the transmitting terminal 10 is controlled by the IP-PBX 30 by switching control. After the step (S113-2) which is temporarily stored in the customer management server 50 (temporary memory (buffer) in the processor) is further included The step (S114) for transmitting the 'customer representative direct connection service mode' announcement is performed, The VoIP phone 61 extension number of the "customer in charge" by the customer management server 50, When there is a request for an extension number of the VoIP phone 61 from the IP-PBX 30, the VoIP phone 61 extension number of the 'customer in charge', which is set and stored, is linked to the caller's unique ID temporarily stored therein. Direct call connection service method of the customer representative in the VoIP-based IVR system, characterized in that performed by. The method according to claim 3, The unique ID of the talker is, Direct call connection service method of the customer representative in the VoIP-based IVR system, characterized in that any one selected from resident number, membership number, home delivery number, vehicle number.

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