KR20130120085A - Apparatus for managing customer - Google Patents

Abstract

The present invention relates to a customer management device and, more specifically, to a customer management device in which an interface part for customer management is activated under a call status. The customer management device of the present invention increases user convenience and reliably facilitates customer management at the same time by including a control part which activates the interface part including transmission information of a sending terminal when the sending terminal and a receiving terminal are connected.

Description

{APPARATUS FOR MANAGING CUSTOMER}

BACKGROUND OF THE INVENTION 1. Field of the Invention [0001] The present invention relates to a customer management apparatus, and more particularly,

Recently, with the development of the Internet and other IT technologies, companies are increasingly using IT technology to manage their business. In order to attract customers more actively, information about customers, purchase and marketing information is collected and accumulated. It analyzes the tendency and the desire to purchase, and actively uses it to establish the marketing strategy of enterprise management.

Such customer information and purchase histories are data that contain the propensity of the customer, and data mining techniques are applied to obtain substantially useful information from such data.

Korean Patent Registration No. 0970587 discloses a system and method for monitoring an implicit attention factor of a user to quantify the degree of interest of a customer and numerically quantifying the degree of interest of the customer, thereby determining the adequacy of a user's management time for each customer without a separate check process Device is being disclosed. Specifically, during the management of the customer, the management time of the corresponding customer page, the number of times of modification, the size of the uploaded file, the number of characters input in the memo field, the mouse movement distance and the number of mouse clicks on the corresponding customer page, And the user's usage patterns including the number of times and the last time the user opened the page are monitored to acquire necessary data.

However, the specific means for acquiring the data and the manner of operation of the means are not disclosed.

Korean Patent Registration No. 0970587

The present invention provides a customer management apparatus in which a customer management interface unit is activated when a call is established.

It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory and are not intended to limit the invention to the precise forms disclosed. Other objects, which will be apparent to those skilled in the art, It will be possible.

The customer management apparatus of the present invention may include a controller for activating an interface unit including calling information of the calling terminal when the calling terminal and the called terminal are in a communication state.

The customer management apparatus of the present invention provides an interface unit that is activated when a call is made while performing other tasks, thereby enhancing the convenience of the user and enabling reliable customer management.

1 is a block diagram showing a customer management apparatus according to the present invention.
FIG. 2 is a schematic view showing a state in which a destination terminal is an IP telephone in the customer management apparatus of the present invention. FIG.
3 is a schematic view showing a state in which a call receiving terminal is a key phone in the customer management apparatus of the present invention.
4 is a schematic view showing a state in which a call receiving terminal in a customer management apparatus of the present invention is a general wired telephone;
FIG. 5 is a schematic view showing a plurality of destination terminals in the customer management apparatus of the present invention. FIG.
FIG. 6 is a schematic view illustrating a state in which a destination terminal is a mobile communication terminal in the customer management apparatus of the present invention.
7 is a schematic view showing an interface unit implemented in the customer management apparatus of the present invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings. The sizes and shapes of the components shown in the drawings may be exaggerated for clarity and convenience. In addition, terms defined in consideration of the configuration and operation of the present invention may be changed according to the intention or custom of the user, the operator. Definitions of these terms should be based on the content of this specification.

1 is a block diagram showing a customer management apparatus according to the present invention.

The customer management apparatus shown in Fig. 1 includes a control unit 110. Fig.

The control unit 110 activates the interface unit 160 including the calling information of the calling terminal when the calling terminal and the called terminal 130 are connected.

The originating terminal is a terminal performing a call connection request. An IP (Internet Protocol) phone, a key phone, a general wire telephone, and a mobile communication terminal.

The terminating terminal 130 is a terminal whose calling terminal is aiming for a call.

A variety of communication environments may be used to achieve the communication state between the calling terminal and the terminating terminal 130. For example, an IP telephone set under a SIP (Session Initiation Protocol) communication environment performs a call through the following process.

(1) When the calling button is pressed on the calling terminal, the calling terminal transmits the INVITE message to the S / W switch.

(2) The S / W switch responds to the calling terminal that it has accepted the request.

(3) The S / W switch searches the destination terminal 130 and transmits the INVITE message to the searched destination terminal 130.

(4) The receiving terminal 130 notifies the S / W switch that a ring is ringing.

(5) The S / W switch informs the calling terminal of a so-called call waiting tone that the ringing tone is ringing in the receiving terminal 130. [

(6) When the telephone receiver of the receiving terminal 130 is heard, the receiving terminal 130 notifies the S / W switch of the fact.

(7) The S / W switch informs the calling terminal of the fact that the telephone receiver of the call receiving terminal 130 has been received.

(8) Voice / video data exchange is performed directly between the calling terminal and the called terminal 130.

(9) When the call is terminated, the calling terminal or the terminating terminal 130 transmits the BYE message to the S / W switch.

(10) The S / W switch transmits a BYE message to the partner terminal of the terminal that transmitted the BYE message, and a call termination tone is output from the partner terminal.

The controller 110 activates the interface unit 160 including the calling information of the calling terminal. Here, the interface unit 160 is activated when the calling terminal and the called terminal 130 are connected.

The connection between the originating terminal and the terminating terminal 130 includes a case where a ring signal is output from the terminating terminal 130 by a connection request of the originating terminal and a case where a telephone signal is heard after the ring signal is output so that a hook signal is turned on .

For example, the control unit 110 controls the interface unit 160 in step (4) in which the ring of the destination terminal 130 rings in the SIP communication environment described above or in step (6) in which the telephone receiver of the destination terminal 130 is heard. .

A hook signal is used to indicate call initiation and termination. In the above example, when the telephone receiver of the receiving terminal 130 is heard, the hook signal is turned on and the telephone is started. When the telephone receiver is placed, the hook signal is turned off, do. The hook signal is generated by the hook switch, and the configuration of the hook switch may be variously configured according to the type of the call receiving terminal 130. [ In step (6), the hook signal can be regarded as being turned on.

The interface unit 160 may be a user interface displayed on the display, and includes origination information of the originating terminal.

Activating the interface unit 160 may be popping up the so-called interface unit 160. When the user receives a telephone call or a phone call while displaying other work contents on the display, the interface unit 160 is displayed on top of other work contents so that the user can input various customer information required for customer management through the input unit 140 . At this time, it is preferable that the customer information inputted through the input unit 140 is reflected to the interface unit 160.

The control unit 110 may display a notification message in a state in which the ring signal of the terminating terminal 130 is output. For example, when the hook signal is turned on, if the interface unit 160 is activated, the interface unit 160 may not be activated while the ring signal is output. The control unit 110 can display a notification message in a state in which the ring signal is output and the interface unit 160 is not activated. The notification message is a message to guide the display unit 150 that the ring signal has been received. The notification message may include a CID. For example, the notification message may be displayed in the form of a rectangle at the corner of the display screen, and may include the subscriber's name of the calling terminal and the telephone number of the calling terminal.

The calling information may include a Caller Identification Display (CID) of the calling terminal. Since the CID includes the name and telephone number of the caller, the interface unit 160 including the calling information also includes at least the name and phone number of the calling terminal subscriber.

The calling information can be extracted from the control unit 110 or an information transmitting unit 170 described later. In the SIP environment, the originating information can be extracted by analyzing the SIP protocol. At this time, the CID, the calling number of the receiving terminal 130, the IP address of the calling terminal, the Call-ID, the date, the Content-Type, the Content-Length, and the like may be extracted as the calling information.

According to the control unit 110, when a hook-on signal is generated in a ringing state, an environment in which the so-called customer management interface unit 160 pops up is provided on the display unit 150. [ Accordingly, it is possible to perform other operations without placing the usual customer management interface unit 160 on top of it, and by receiving the customer management interface unit 160 automatically during the call, Customer management is possible. This configuration and effect of the present invention are distinguished from the system in which the customer management interface unit 160 always pops up.

The control unit 110 may include a CTI (Computer Telephony Integration) to extract and use the origination information from the call data.

CTI is a technology that integrates computer and telephone and connects information processing and communication. It is implemented as middleware. The controller 110 may include at least a portion of the CTI so that the controller 110 can ensure compatibility with the CTI by processing various data generated by the terminating terminal 130.

The customer management apparatus may include a display unit 150 in which the activated interface unit 160 is displayed in addition to the control unit 110. The control unit 110 activates the interface unit 160 when a ringing tone of the incoming call is detected while the ringing tone of the call receiving terminal 130 is ringing. At this time, the detection of the state in which the telephone receiver is received may be performed through a call message generated in the receiver terminal 130 when the telephone receiver is heard. The call message is a message that notifies the call server of the call state with the calling terminal through the communication network. In the SIP environment, the message in the above (6) corresponds to a call message. The call message may indicate that the hook signal is on.

In addition, the customer management apparatus may include an information transmission unit 170 for transmitting the origination information of the originating terminal to the control unit 110 when receiving the call request of the originating terminal to provide the environment.

Specifically, the time point at which the call information is transmitted from the information transmission unit 170 to the control unit 110 may be the time from when the call request of the originating terminal is received until the time when the call message of the terminating terminal 130 is received. According to this, the control unit 110 may be in a state in which the calling information is received before the telephone receiver of the receiving terminal 130 is heard, that is, before the hook signal is turned on.

Meanwhile, when the communication message is not transmitted to the control unit 110 but only to the information transmission unit 170, the information transmission unit 170 may transmit the communication message to the control unit 110. [

The information transmission unit 170 may be configured in various ways.

For example, when the receiver terminal 130 is an IP telephone, the information transmitter 170 may be an access point (AP) such as a router, a router, or a hub that allocates a communication line to the IP telephone, as shown in FIG.

2 is a schematic diagram showing a state in which the call receiving terminal 130 is an IP telephone in the customer management apparatus of the present invention.

For IP telephones, Voice over Internet Protocol (VoIP) or SIP may be applied.

Upon receiving a call request from the calling terminal from the S / W switch, the mobile communication server 210, the wireline telephone station, etc., the information transmitting unit 170 receives various data necessary for communication with the calling terminal and transmits the received data to the calling terminal 130 . At the same time, the information transmission unit 170 transmits at least the CID of the originating terminal to the control unit 110 as well.

In other words, the information transmission unit 170 may include a so-called mirror function that extracts transmission information including CID from data transmitted to the receiver terminal 130 and transmits the extracted transmission information to the controller 110. [

In Fig. 2, the IP telephone is provided with a port for outputting a port to which a data line is led and a data line to a control unit 110. Fig. That is, the IP telephone includes a port through which the calling information of the calling terminal is input and a port through which the calling information is output to the control unit 110. At this time, the call information including the calling information may be introduced into the port from which the calling information is inputted.

This may be the case when a computer using a wired Internet and an IP telephone are installed together in various office environments.

2, when the ringer rings, the interface unit 160 including the name 'XXX' of the subscriber of the receiving terminal 130 and the telephone number '123-456' is displayed on the display unit 150.

As another example, when the destination terminal 130 is a key phone, the information transmission unit 170 may be included in the key phone as shown in FIG.

3 is a schematic view showing a state in which the call receiving terminal 130 is a key phone in the customer management apparatus of the present invention.

For a key phone, an analog phone line is connected directly to the key phone. The key phone may include a function of outputting data received through a telephone line to a serial port, and may transmit the calling information to the control unit 110 through the serial port.

The serial port at this time may be an RS-232C port.

The interface unit 160 including the calling information is displayed on the display unit 150 as shown in FIG.

As another example, if the called terminal 130 is a general wired telephone, the information transmission unit 170 may be configured in a similar manner to the AP as shown in FIG.

4 is a schematic view showing a state where the call receiving terminal 130 is a general wired telephone in the customer management apparatus of the present invention.

When the calling terminal 130 is a general wired telephone, if the telephone line is directly connected to the calling terminal 130, the controller 110 has no way of obtaining calling information from the calling terminal 130.

Therefore, the information transferring unit 170 is provided separately and the telephone line is connected to the information transferring unit 170. At this time, the information transmission unit 170 analyzes the call information input through the telephone line, extracts the calling information, and transmits the extracted calling information to the control unit 110. [ In addition, the call information is bypassed and transmitted to the caller terminal 130. Here, the call information indicates data transmitted from the calling terminal or the telephone terminal to the called terminal 130 when a call connection request is made to the calling terminal.

Alternatively, the information transmission unit 170 may transmit the call information to the control unit 110, and may extract the calling information included in the call information from the control unit 110 and use the extracted calling information.

As a result, the subject for extracting the calling information from the call information may be the information transmission unit 170 or the control unit 110. [ Accordingly, the information transmission unit 170 may transmit the calling information to the control unit 110 or may transmit the calling information including the calling information to the control unit 110. [

In an environment in which the control unit 110 is included in the computer and the display unit 150 displays the output data of the computer, the information transfer unit 170 may be installed in the computer.

The information transmission unit 170 at this time extracts the calling information from the input port to which the telephone line connected to the ordinary cordless telephone is connected, the output port which outputs the data received by the input port by bypassing and the input port, And an extracting unit for transmitting the data to the control unit 110.

In this state, when the telephone line connected to the ordinary wired telephone is connected to the input port and the general wired telephone is connected to the output port, the operation of the control unit 110 and the operation of the telephone are normally performed.

When the receiving terminal 130 is an IP telephone, a plurality of receiving terminals 130 may be connected to the AP as shown in FIG.

FIG. 5 is a schematic view showing a state where a plurality of destination terminals 130 are present in the customer management apparatus of the present invention.

When the controller 110 is allocated to each receiver terminal 130, the AP transmits the call information extracted from the call data transmitted to each receiver terminal 130 to the corresponding controller 110 through the information transmitter 170 .

At this time, the predetermined control unit 110 may be a main control unit having a server status. That is, as shown in (1), the calling information included in all call information input to the AP through the communication network is transmitted to the main part as shown in (2).

Accordingly, the customer management apparatus including the main control unit can manage information of all customers. It is not important whether the called terminal 130 is assigned to the main control unit. It is sufficient for the main control unit to obtain only the calling information included in the call data transmitted to each of the receiving terminals 130. [

The sub-control unit, excluding the main control unit of the control unit 110, can receive the originating information from the main control unit by communicating with the main control unit as in (3).

At this time, the communication unit 190 is used for communication between the main control unit and the sub control unit.

The communication unit 190 transmits the transmission information transmitted to the main control unit through the information transmission unit 170 to the sub control unit.

The sub control unit acquires the calling information from the main control unit through the communication unit 190 and activates the interface unit 160 when the telephone receiving unit of the called terminal 130 assigned to the receiving unit is heard.

According to this configuration, the main control unit manages information about all customers, and the sub-control unit manages an environment for managing information about the customer in charge.

The communication unit 190 at this time can be implemented via a so-called messenger. That is, when the messenger for connecting the main control unit and the sub control unit is executed through the communication unit 190 to establish a state in which communication is possible, there is no difficulty in transmitting / receiving the originating information and the like thereafter.

Meanwhile, when the receiving terminal 130 is a mobile communication terminal in which the control unit 110 and the display unit 150 are integrally formed, the information transmitting unit 170 may be the communication server 210 as shown in FIG.

FIG. 6 is a schematic view illustrating a state in which the call receiving terminal 130 is a mobile communication terminal in the customer management apparatus of the present invention.

When the mobile communication terminal is the terminating terminal 130, the terminating terminal 130 receives the call information from the communication server 210. At this time, the reception of the call information in the receiver terminal 130 is performed wirelessly and is performed between the communication server 210 (including the base station of the communication server) and the receiver terminal 130. Therefore, the control unit 110 can not know whether or not the call terminating terminal 130 enters the communication state. Also, it is impossible to acquire the calling information.

Accordingly, when the receiver terminal 130 is a mobile communication terminal, the controller 110 can acquire the connection status of the calling terminal and the receiver terminal 130 from the communication server 210. [ The communication unit 190 may be used to receive the connection status message. The communication unit 190 at this time has a configuration capable of wireless communication or wired communication.

In addition, the communication unit 190 may receive the calling information from the communication server 210 and provide the calling information to the control unit 110.

The customer management apparatus may include an input unit 140 and a storage unit 120.

The input unit 140 receives the customer information excluding the CID automatically included in the interface unit 160 activated when the calling terminal and the called terminal 130 are connected to each other, and reflects the received customer information to the interface unit 160. The input unit 140 may receive an input for determining whether to store the updated interface unit 160 in the storage unit 120 when the activated interface unit 160 is updated.

The storage unit 120 stores an interface unit 160 reflecting the CID and the customer information. At this time, the interface unit 160 to be stored may correspond to the number of customers.

The control unit 110 can check whether the interface unit 160 reflecting the CID matching the CID included in the origination information received through the information transmission unit 170 or the communication unit 190 is stored in the storage unit 120 . If the matching interface unit 160 is present, the controller 110 extracts the corresponding interface unit 160 from the storage unit 120 and activates the corresponding interface unit 160.

This makes it easier to manage existing customer information.

The interface unit 160 is provided in a state in which the CID of the calling terminal, that is, the name and telephone number of the customer are reflected. Accordingly, the interface unit 160 includes an item for displaying the name and the telephone number of the customer, and may include an item for inputting the history of the customer, the desired content, and other items acquired through the call. These items can be input through the input unit 140. Specific examples of the above items include customer information items displaying customer information, customer information management items for editing / storing customer information, items for inquiring a customer's consultation history, items for inputting consultation contents, items for consultation, items for appointment Registration items, and transfer work items.

The interface unit 160 may be displayed on the display unit 150 in various ways by the control unit 110. [ For example, the interface unit 160 may be a single view method.

The information transmitting unit 170 or the control unit 110 needs to acquire a CID which is a key value to be received through the DID trunk number when the customer requests a call through the originating terminal without limitation to the communication environment of the originating terminal.

For this, the control unit 110 acquires calling information of the calling terminal using a TAPI (Telephony Application Program Interface) standard protocol, and searches / extracts the interface unit 160 of the storage unit 120 via the CID. If the interface unit 160 matching the CID is not found, the control unit 110 generates the interface unit 160 including the obtained CID, pops up the interface unit 160 on the display unit 150, The controller 160 causes the display unit 150 to pop up the searched interface unit 160.

The interface unit 160 popped up on the display unit 150 may include one or more items that can be written through the input unit 140.

The client management apparatus described above may be understood to include a controller 110 that activates the interface unit 160 including the calling information of the calling terminal after the call connection request of the calling terminal is received.

7 is a schematic diagram showing an interface unit 160 implemented in the customer management apparatus of the present invention.

The interface unit 160 shown in FIG. 7 is activated when the calling terminal and the called terminal 130 are connected, and includes at least calling information.

The calling information of FIG. 7 may include a CID, and thus includes a telephone number '01012345678' of the calling terminal and a name 'Hong Gil Dong' of the calling terminal subscriber. Hereinafter, the originating terminal subscriber will be referred to as a customer. In FIG. 7, the case where the customer is 'Hong Gil Dong' and the consultant is 'John' is started.

The interface unit 160 includes menus such as customer basic information menu, consultation contents, consultation information transfer, and call history details.

The customer basic information menu may include a detailed menu such as a customer ID, a customer name, a telephone number, a customer type, a customer ID search, an address, and a reference item.

The customer ID may be an identifier assigned by the control unit 110 to identify a subscriber of each originating terminal recorded in the customer management apparatus. In FIG. 7, a customer ID of '2' is assigned to a calling terminal having a telephone number of '01012345678'.

The customer name may be the name of the subscriber of the calling terminal, automatically obtained through the CID, or written to the calling party during the telephone call process. In FIG. 7, the customer name 'Hong Kil Dong' is obtained through CID.

The telephone number is a telephone number of the calling terminal, and '01012345678' is obtained through the CID.

The customer type is assigned according to the policy of the customer management apparatus, and various types can be presented by the manager. For example, customer types can be classified into superior customers (VIP), general customers, and outsourced customers.

In FIG. 7, the customer ID, the customer name, and the telephone number menu are grayed in a state in which correction is impossible. The customer ID is automatically generated by the control unit 110, and the customer name and the telephone number are automatically acquired through the calling information, so that the input of the manager is not required. Also, the customer ID, the customer name, and the telephone number menu are basic data of the customer management in the control unit 110, and therefore, they are preferably maintained. Therefore, it is preferable that at least one of the customer ID, customer name, and telephone number is processed so as not to be able to be modified.

However, it may include a customer information modification menu in case a change is required according to a caller's request. The customer information modification menu may be implemented as a check box, and if the corresponding check box is checked, the customer ID, customer name, and phone number menu may be processed in black, which is a modifiable state.

If the calling terminal has been connected to the terminating terminal 130 in the past, the content written in the activated interface unit 160 may exist at that time. In order to search contents written in the past, a menu for finding a customer ID is provided.

The customer ID search menu includes a menu for inputting a customer name, an inquiry menu for requesting to perform a search with the inputted customer name, a telephone number addition menu for adding a telephone number of another calling terminal used by the customer, A customer name selected when a customer is selected and a menu of a selected customer name that displays information.

The inquired customer information can be provided in the form of ⑤ like the call history identified in the customer management device.

The address menu is a menu for filling in an address obtained from a customer via a telephone call.

Notes The menu is a menu to fill in notes related to the customer through phone call.

The consultation contents menu may include a detailed menu such as a consultation type, a call type, a consultation result, a call date, a customer type, a caller, a processing type, a callback, consultation information,

The consultation type menu is a menu for selecting the type of the conversation contents.

The call type menu may be automatically entered by the control unit 110 as a menu for writing the type of telephone call. An inbound is written in the call type menu shown in FIG. As opposed to inbound, the outbound call type may exist. However, since the customer management apparatus of the present invention is related to the inbound type in which the calling terminal makes a call, the inbound is input to the call type.

The consultation result menu is whether or not the customer has achieved what he / she desires. If the customer's wish is achieved, he can choose to complete, otherwise he can choose to be in progress.

The call date menu includes a time at which a call is started, a call duration, and the like, and can be automatically input by the control unit 110. To this end, the customer management apparatus may include a clock unit for providing time information to the control unit 110.

The customer type menu is a menu for inputting a customer type, and FIG. 7 shows a state in which a VIP indicating an excellent customer is inputted.

In the caller menu, 'zone', which is the user of the terminating terminal 130 that has performed the call with the customer, is input. A user of the terminating terminal 130 may be input through the input unit 140 or may be automatically input by the control unit 110. [ In the latter case, the control unit 110 needs to know the user name of the terminating terminal 130. For this, the customer management apparatus may include a storage unit 120 for storing the user name of the terminating terminal 130 in advance and providing the control unit 110 with a pop-up message of the interface unit 160. At this time, the storage unit 120 may be formed integrally with the storage unit 120 that stores the interface unit 160 in advance.

The processing type menu is a menu for inputting to what level the desired result of the call result customer is to be processed. For example, the processing type may include urgency, normal, and the like, and an urgent input type of processing is disclosed in FIG.

The callback menu is selected if you need to call the customer later. For example, if you need to end a call without ending the call with the customer, you can talk to the customer on the call and contact them later. At this time, the customer management apparatus can display a contact to be taken later from other menus to display a notice to the user of the terminating terminal 130.

If the callback menu is checked, the caller inquiry menu on the left side of the interface unit 160 is displayed. When the callback menu is selected, the caller terminal 130 user can clearly recognize the customer to call again.

The consultation information menu is a menu for the user of the terminating terminal 130 to input consultation contents.

The customer appointment registration menu is a menu that is entered when a future appointment with the customer is determined by telephone call.

The customer appointment registration menu may specifically include a date and time of appointment, an attendant indicating a person to perform the appointment, a reason for appointment, a place of appointment, and a sub-menu of details.

The performer may be the same as the user of the terminating terminal 130 or another user associated with the terminating terminal 130 user.

The consultation information transfer menu is for transferring the management of the customer 'Hong Gil-dong' to another destination terminal 130 user. For example, if "Charles" is in charge of managing "Hong Gil Dong" and "Charles" is busy or vacant, "John" can be consulted on behalf of Charles. At this time, the 'zone' can generate / update the interface unit 160 related to the consultation and then transfer the consultation information to the original consultant 'Charles' through the consultation information dissemination menu. According to this, 'Charles' will be able to acquire 'John' consultation about 'Hong Gil Dong'.

The details of the call history are menus for inputting various items related to the call contents, and some contents may overlap with the customer basic information menu, the consultation contents menu, and the consultation information escape menu.

At the top of the interface unit 160 (red border), a call status menu of today, a so-called call status menu may be provided. The call status menu may be set to be impossible to be modified by the user, and may include a total incoming call indicating the number of times the telephone has been called, a response indicating the number of times the telephone has been received, The number of transfer cases indicating the number of cases, and the number of callbacks indicating the number of callbacks checked. In FIG. 7, since a call is made to all of the incoming calls with a total incoming call number of 10, the status indicated by the call number 10 is started. Among the 10 cases, only 5 cases were filled out and 1 case was transferred to another representative. The number of callbacks is two. If the number of callbacks exists, the person in charge can select the callback inquiry menu on the left side and contact the callback customer displayed by the callback inquiry menu selection.

While the invention has been shown and described with reference to certain preferred embodiments thereof, it will be understood by those skilled in the art that various changes and modifications may be made without departing from the spirit and scope of the invention as defined by the appended claims. Accordingly, the true scope of the present invention should be determined by the following claims.

110 ... control unit 120 ... storage unit
130 ... incoming terminal 140 ... input
150 ... display unit 160 ... interface unit
170 ... information transmission unit 190 ... communication unit
210 ... communication server

Claims (14)

A controller for activating an interface unit including calling information of the calling terminal when the calling terminal and the called terminal are connected;
Customer management device comprising a.
The method of claim 1,
And the control unit activates the interface unit when a hook signal is turned on while a ring signal is output by the called terminal.
The method of claim 1,
The control unit is a customer management device for displaying a notification message in a state that the ring signal of the called terminal is output.
The method of claim 1,
And an information transmitter for transmitting the calling information of the calling terminal to the controller upon receiving a call request of the calling terminal,
The called terminal generates a call message informing the telephone server of the call state with the calling terminal,
The call message is transmitted to the information transmission unit,
And the information transmission unit transmits the call message to the control unit.
The method of claim 1,
And an information transmitter for receiving call data necessary for a call with the calling terminal and transmitting the received call data to the called terminal, extracting outgoing information including the CID from the call data, and transmitting the call information to the controller.
The method of claim 5,
The destination terminal is an IP telephone,
And the information transmitter is an access point (AP) for allocating a communication line to the called terminal.
The method of claim 1,
The destination terminal is an IP telephone,
Wherein the IP telephone includes a port for receiving call information of the calling terminal and a port for outputting the calling information to the control unit.
The method of claim 1,
Wherein the called terminal is a key phone,
Wherein the key telephone comprises a port for inputting an analog telephone line used for making a call connection with the calling terminal and a serial port for converting the calling information input through the analog telephone line into digital data and transmitting the digital data to the controller.
The method of claim 1,
The called terminal is a general wired telephone,
And an information transmission unit for analyzing the call information input through the telephone line, transmitting the extracted calling information to the control unit, and bypassing the call information and transmitting the call information to the general wired telephone.
10. The method of claim 9,
Wherein,
An input port to which a telephone line connected to the ordinary landline telephone is connected;
An output port for bypassing and receiving data received through the input port; And
And an extraction unit for extracting outgoing information from the data received through the input port and transmitting the extracted outgoing information to the control unit.
The method of claim 1,
The called terminal is a mobile communication terminal that receives call information from a communication server,
And the control unit obtains a connection state between the calling terminal and the called terminal from the communication server.
The method of claim 1,
The destination terminal is provided as a plurality of IP phones,
Wherein the control unit is allocated for each of the called terminals,
Wherein the control unit is a main control unit for activating the interface unit including the calling information extracted from the call data of all the incoming call terminals or a subscriber unit for receiving the calling information from the main control unit and activating the interface unit.
The method of claim 12,
And the sub-control unit obtains outgoing information from the main controller and activates the interface unit when a hook signal of the called terminal assigned to the on-state is turned on.
The method of claim 12,
And a communication unit for transmitting the transmission information obtained from the main control unit to the sub-control unit.
And the communication unit transmits the origination information by driving a messenger connecting the main control unit and the sub-control unit.

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