KR20200003699A - System for call service based on mobile packet, method of providing call service based on mobile packet and apparatus for the same - Google Patents

Abstract

Disclosed are a mobile packet based call service system, a method for providing a mobile packet based call service, and an apparatus therefor. According to the present invention, the call service system may comprise: a central routing server configured to receive a packet about a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server, and identify a private routing server based on an identifier corresponding to the counselor to route the packet; and the private routing server configured to use the routed packet to generate a routing call connection request packet corresponding to the voice call connection request, and provide the routing call connection request packet to the mobile communication server.

Description

Mobile packet based call service system, mobile packet based call service providing method and apparatus therefor {SYSTEM FOR CALL SERVICE BASED ON MOBILE PACKET, METHOD OF PROVIDING CALL SERVICE BASED ON MOBILE PACKET AND APPARATUS FOR THE SAME}

The present invention relates to a mobile packet-based call service technology, and more particularly, to a technology for stably providing a call service through a mobile terminal by routing a mobile call flowing into a mobile communication server to a system of a specific counseling center. .

Many companies that provide services to customers operate call centers that provide counseling services through counselors in response to customer calls.

In general, a call center system includes a private branch exchange (PBX), an on-site telephone exchange equipment, an interactive voice response (IVR) server that provides a predetermined voice guidance message to a called customer, and a telephone exchange service using a computer. A computer and telephony integration (CTI) server, a plurality of counselor computers, a database storing customer-related information, and the like are interconnected through a communication network.

In such a call center system, since a telephone connection with a customer is made through a counselor computer, a number of counselors must have a consultation service only within the call center.

Korean Unexamined Patent No. 10-2005-0032089, published April 6, 2005 (Name: Customer Response System using Mobile)

An object of the present invention is to provide a mobile packet-based call service system for performing a consultation service using a mobile terminal.

It is also an object of the present invention to provide a mobile packet based call service system that can be used in addition to a conventional call center system, thereby saving the cost of constructing a new system to provide a mobile packet based call service.

In addition, an object of the present invention is to reduce the inconvenience of the customer may occur due to the long waiting time by connecting the mobile call in consideration of the work status of the mobile counselors registered in the call center in real time.

It is also an object of the present invention to provide a method for recording a consultation content based on a mobile terminal based on a SIP / RTP based IP section without using a separate server for recording a consultation content.

In order to achieve the above object, a mobile packet-based call service system according to the present invention receives a packet related to a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server, and receives an identifier corresponding to the counselor. A central routing server for identifying the private routing server based on the routing of the packets; And a private routing server that generates a routing call connection request packet corresponding to the voice call connection request by using the routed packet and provides the routing call connection request packet to the mobile communication server through the central routing server. do.

At this time, the mobile communication server can deliver only the packet corresponding to the counselor to the central routing server.

At this time, the private routing server uses the routing call connection request packet to establish a routing call connection for relaying voice call packets between the counselor and the customer, and manages a routing call packet corresponding to the routing call connection. Can be.

At this time, the central routing server may determine whether to route the packet according to the state of the counselor identified using the identifier.

In this case, the central routing server may process the packet according to a preset exception handling flow when the counselor is in a state where the voice call cannot be connected.

At this time, the private routing server may provide an additional service for counseling during a voice call between the counselor and the customer.

At this time, the private routing server may record the voice call between the counselor and the customer by acquiring the routing call packet based on a real-time transport protocol (RTP) port.

At this time, the packet related to the voice call connection request is received to the central routing server through a network interworking interface, the network interworking interface may include an interworking control function for protecting the internal network of the mobile communication server.

In addition, the routing server apparatus according to the present invention receives a packet regarding a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server, and identifies the private routing server based on an identifier corresponding to the counselor. A routing server unit for routing packets; And a database unit managing private routing server information and counselor information.

At this time, the mobile communication server can deliver only the packet corresponding to the counselor to the central routing server.

At this time, the private routing server uses the routing call connection request packet to establish a routing call connection for relaying voice call packets between the counselor and the customer, and manages a routing call packet corresponding to the routing call connection. Can be.

At this time, the routing server unit may determine whether to route the packet according to the state of the counselor identified using the identifier.

At this time, the routing server unit may process the packet according to a predetermined exception processing flow when the counselor is in a state where the voice call cannot be connected.

At this time, the private routing server may provide an additional service for counseling during a voice call between the counselor and the customer.

At this time, the private routing server may record the voice call between the counselor and the customer by acquiring the routing call packet based on a real-time transport protocol (RTP) port.

At this time, the packet related to the voice call connection request is received to the central routing server through a network interworking interface, the network interworking interface may include an interworking control function for protecting the internal network of the mobile communication server.

In addition, the method for providing a mobile packet-based call service according to the present invention comprises the steps of: receiving, by a central routing server, a packet regarding a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server; Routing, by the central routing server, the packet by identifying a private routing server based on an identifier corresponding to the counselor; Generating, by the private routing server, a routing call connection request packet corresponding to the voice call connection request using the routed packet; And providing, by the private routing server, the routing call connection request packet to the mobile communication server through the central routing server.

According to the present invention, it is possible to provide a mobile packet-based call service system for performing a consultation service using a mobile terminal.

In addition, the present invention can reduce the cost of building a new system to provide a mobile packet-based call service by providing a mobile packet-based call service system that can be used in addition to the conventional call center system.

In addition, the present invention can reduce the inconvenience of the customer may occur due to the long waiting time by connecting the mobile call in consideration of the work status of the mobile counselors registered in the call center in real time.

In addition, the present invention can provide a method for recording the mobile terminal-based counseling content based on the SIP / RTP-based IP interval, without using a separate server for recording the counseling content.

1 is a block diagram illustrating a mobile packet based call service system according to an embodiment of the present invention.
2 is a flowchart illustrating a method for providing a mobile packet based call service according to an embodiment of the present invention.
3 is a diagram showing in detail the structure of a mobile packet-based call service system according to an embodiment of the present invention.
4 is a diagram illustrating an example of a counselor login process according to the present invention with reference to FIG. 3.
5 is a diagram illustrating an example of a counselor logout process according to the present invention with reference to FIG. 3.
6 is a diagram illustrating an example of a call origination process by a counselor according to the present invention with reference to FIG. 3.
7 is a view showing an example of a call origination process by the mobile terminal of the counselor according to the present invention with reference to FIG.
8 is a diagram illustrating an example of a call receiving process of the counselor according to the present invention with reference to FIG. 3.
9 is a diagram illustrating an example of a call termination process by a counselor according to the present invention with reference to FIG.
10 is a view showing an example of a call termination process by the customer according to the present invention with reference to FIG.
11 is a diagram illustrating an exception handling process according to a counselor's state in a method for providing a mobile packet based call service according to an embodiment of the present invention.
12 is a block diagram showing a routing server device according to an embodiment of the present invention.

It should be noted that the technical terms used in the present invention are merely used to describe specific embodiments, and are not intended to limit the present invention. In addition, the technical terms used in the present invention should be interpreted as meanings generally understood by those skilled in the art unless the present invention has a special meaning defined in the present invention, and is excessively comprehensive. It should not be interpreted in the sense of or in the sense of being excessively reduced. In addition, when a technical term used in the present invention is an incorrect technical term that does not accurately express the spirit of the present invention, it should be replaced with a technical term that can be understood by those skilled in the art. In addition, the general terms used in the present invention should be interpreted as defined in the dictionary or according to the context before and after, and should not be interpreted in an excessively reduced sense.

Also, the singular forms used in the present invention include plural forms unless the context clearly indicates otherwise. Terms such as “consisting of” or “comprising” in the present invention should not be construed as necessarily including all of the various components or steps described in the invention, and some of the components or some steps may not be included. It should be construed that it may further include, or further include, additional components or steps.

In addition, terms including ordinal numbers such as first and second used in the present invention may be used to describe components, but the components should not be limited by the terms. The terms are used only to distinguish one component from another. For example, without departing from the scope of the present invention, the first component may be referred to as the second component, and similarly, the second component may also be referred to as the first component.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings, and the same or similar components will be given the same reference numerals regardless of the reference numerals, and redundant description thereof will be omitted.

In addition, in describing the present invention, when it is determined that the detailed description of the related known technology may obscure the gist of the present invention, the detailed description thereof will be omitted. In addition, it should be noted that the accompanying drawings are only for easily understanding the spirit of the present invention and should not be construed as limiting the spirit of the present invention by the accompanying drawings.

1 is a block diagram illustrating a mobile packet based call service system according to an embodiment of the present invention.

Referring to Figure 1, the mobile packet-based call service system according to an embodiment of the present invention is a counselor terminal 101, customer terminal 102, central routing server 110, private routing server 120 and mobile communication Server 130.

In this case, the call service to be provided in the present invention corresponds to a telephone service provided to a customer by a specific company or company, and generally may correspond to performing a function necessary for performing a consultation service together with a consultation service. Therefore, the existing consultation work can be performed through a computer and a telephone integrated equipment based on CTI (Computer Telephony Integration).

However, in recent years, due to the development of mobile terminal technology, an environment for driving a program required for counseling work has been prepared in a smartphone or a tablet PC.

Accordingly, the present invention proposes a new system structure that can add a mobile terminal based call service method using a mobile communication network to a conventional call service method using a wired communication network.

In this case, the counselor terminal 101 illustrated in FIG. 1 may correspond to the mobile terminal of the counselor who performs the counseling task, and the client terminal 102 may correspond to the mobile terminal of the customer who requested the consultation service.

The central routing server 110 receives a packet regarding a VoLTE-based voice call connection request between the counselor terminal 101 and the customer terminal 102 through the mobile communication server 130 and identifies an identifier corresponding to the counselor terminal 101. Based on the private routing server 120 to identify and route the packet.

For example, a call service system according to an embodiment of the present invention can be applied to multiple call centers. Therefore, the central routing server 110 checks the identifier corresponding to the counselor terminal 101 in the packet regarding the voice call connection request, and the counselor whose packet regarding the voice call connection request is registered in a call center through the identified identifier. The packet can be routed by determining whether

In this case, the mobile communication server 130 may deliver only the packet corresponding to the counselor terminal 101 to the central routing server 110.

That is, the packet related to the voice call connection request between the counselor terminal 101 and the customer terminal 102 is transferred from the mobile communication server 130 to the counselor terminal 101 via the central routing server 110. 120). At this time, the private routing server 120 corresponding to the counselor terminal 101 may be included in a system of a call center in which the counselor terminal 101 is registered.

At this time, when a packet related to a voice call connection request is received, the mobile communication server 130 may determine whether the packet is related to a call service based on information included in the packet. For example, the mobile communication server 130 may determine whether the packet is a packet corresponding to the counselor terminal 101 based on the telephone number included in the packet. Therefore, the mobile communication server 130 may transmit the packet to the central routing server 110 only when the packet related to the voice call connection request is related to the call service corresponding to the counselor terminal 101.

In this case, the central routing server 110 may provide bidirectional specification conversion and compatibility based on a Session Initiation Protocol (SIP) scheme. For example, the central routing server 110 may perform a function of relaying a SIP protocol of the mobile communication server 130 and a SIP protocol of the private routing server 120 by performing a SIP-based protocol conversion function. That is, the central routing server 110 automatically converts and routes some protocol contents, such as SIP Invite, SIP 180 Ring, and SIP 200 OK, so that the counselor terminal 101 can be used in the mobile communication server 130 and the private routing server 120. And a mobile packet for voice call connection between the customer terminal 102 and the customer terminal 102.

In addition, although not shown in Figure 1, the packet for the voice call connection request according to an embodiment of the present invention may be delivered to the central routing server 110 via a network interworking interface. In this case, the network interworking interface may include an interworking control function for protecting the internal network of the mobile communication server 130.

At this time, the central routing server 110 may determine whether to route the packet according to the status of the counselor corresponding to the counselor terminal 101 identified using the identifier.

For example, it is determined whether a counselor corresponding to the counselor terminal 101 is in a state capable of providing counseling services to the customer terminal 102 at present, and in a state in which a counseling service is provided, a private routing server ( 120 may route the packet. Therefore, if it is determined that the counselor is in a logout state, a busy state for another counseling service, or for other reasons, the counselor is not currently able to provide counseling service to the customer terminal 102, the packet is sent to the private routing server 120. The packet may not be routed or otherwise processed.

At this time, the central routing server 110 may process the packet according to a predetermined exception handling flow when the counselor is in a state where the voice call connection is impossible.

For example, in the case of exception processing, the identifier included in the packet may be modified and routed so that the packet may be delivered to the mobile terminal of another secondary counselor who is available for consultation. Alternatively, the packet is routed to the private routing server 120, but the private routing server 120 may transmit the announcement to the customer terminal 102 from the IVR (Interactive Voice Response) equipment through the secondary routing.

At this time, the exception handling flow is not limited to a specific method and can be changed in various ways according to the policy of the call center.

In this case, the central routing server 110 may determine the state of the counselor based on communication with the mobile terminal management server managing the counselor terminal 101.

The mobile terminal management server may provide the central routing server 110 with real-time information on the counselor corresponding to the counselor terminal 101 to the central routing server 110 to update the status of the mobile counselors for each call center. . Therefore, the central routing server 110 may determine whether the current state of the counselor corresponding to the packet is based on the mobile counselor state information for each call center which is updated and managed in real time.

In addition, the mobile terminal management server may provide a counseling application (Application) necessary to perform a counseling task to the counselor terminal 101 or manage initial settings of the counselor terminal 101 according to a policy specified by the call center.

For example, the mobile terminal management server is a communication encryption key, recording file encryption key for the counselor terminal 101, whether WiFi or the camera is on or off, screen brightness, volume, ring mode, whether the character is recorded, whether the character is stored, Initial setting values related to whether or not to delete a call log, a counseling application version, and a counseling work time may be managed.

At this time, the counseling application installed in the counselor terminal 101 may perform registration and release of a mobile counselor who will actually conduct counseling. Therefore, the mobile counselor may perform a consultation task with the counselor terminal 101 through a registration and login process for the counseling application.

In addition, the consultation application may include a call, incoming, terminate, rejection function, SMS (LMS, MMS) incoming and outgoing function and mobile call mute function of the mobile call to the customer terminal 101. In addition, the counseling application may provide the mobile terminal management server by encrypting the incoming / outgoing contents according to the counseling work of the counselor terminal 101 in the form of a file. Therefore, the call center may receive an encrypted file from the mobile terminal management server and store and manage contents related to the counseling work of the counselor corresponding to the counselor terminal 101.

Such a counseling application can always be kept up-to-date based on the communication between the counselor terminal 101 and the mobile terminal management server.

The private routing server 120 generates a routing call connection request packet corresponding to the voice call connection request using the routed packet, and provides the routing call connection request packet to the mobile communication server through the central routing server 110.

That is, if the routing process through the central routing server 110 is the primary routing for voice call connection between the counselor terminal 101 and the customer terminal 102, the routing process through the private routing server 120 may be performed by the counselor terminal ( 101 may correspond to the secondary routing for the voice call connection between the customer terminal (102).

At this time, the private routing server 120 uses a routing call connection request packet to set up a routing call connection for relaying a voice call packet between the counselor terminal 101 and the customer terminal 102 and corresponds to the routing call connection. Routing call packets can be managed.

At this time, the routing call connection request packet transmitted to the central routing server 110 may be transferred to the mobile communication server 130 by converting the SIP protocol from the central routing server 110, and the mobile communication server 130 may have a central location. Routing call connection that relays the voice call packet between the counselor terminal 101 and the client terminal 102 by transferring the routing call connection request packet received from the routing server 110 to the counselor terminal 101 or the client terminal 102. Can be set.

At this time, the private routing server 120 may provide an additional service for counseling during a voice call between the counselor terminal 101 and the customer terminal 102.

For example, the private routing server 120 is interlocked with devices such as an IP-PBX module, an IVR module, and a REC module provided in a call center system, so that a function corresponding to each device is provided to the customer during the consultation. Can be provided.

In this case, the mobile call connection of the counselor terminal 101 may be maintained even when the additional service is provided to the client terminal 102.

At this time, the private routing server 120 may record a voice call between the counselor terminal 101 and the customer terminal 102 by obtaining a routing call packet based on a Real-time Transport Protocol (RTP) port.

For example, the private routing server 120 may obtain a call packet routed based on the REC module in an IP section in which the central routing server 110 interworks with the SIP / RTP, and sequentially store the obtained packets. Call recording can be performed.

Conventionally, in order to record a call, equipment for recording a voice call content is required beside all communication exchanges, but in the present invention, since a method of acquiring a call packet in a way through which data passes, there is an advantage that no separate equipment is required. do. Further, in the present invention, since a call packet can be obtained for each RTP port, it is also possible to acquire only a specific packet and perform recording.

At this time, the recorded voice call data may be stored in a call center system in which the counselor terminal 101 is registered and stored for a predetermined time, and a portion corresponding to personal information of the recorded voice call data may be masked.

By using such a system, a mobile packet-based call service can be additionally provided using a conventional call center system as it is, thereby saving the cost of constructing a new system.

In addition, the counselor using the mobile terminal can perform the consultation work outside the call center, thereby allowing more flexibility in utilizing the working hours.

2 is a flowchart illustrating a method for providing a mobile packet based call service according to an embodiment of the present invention.

Referring to FIG. 2, in the method for providing a mobile packet-based call service according to an embodiment of the present invention, a central routing server receives a packet regarding a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server. (S210).

For example, referring to FIG. 3, the mobile communication server 330 may receive a packet regarding a VoLTE-based voice call connection request from the counselor terminal 301 or the customer terminal 302. At this time, the voice call connection between the counselor terminal 301 and the customer terminal 302 is transmitted from the counselor terminal 301 and the call is received from the client terminal 302 and the counselor terminal 301. This incoming call may exist.

At this time, the mobile communication server 330 determines whether the voice call connection request is related to the counselor terminal 301 registered in the call center based on the packet related to the voice call connection request, and corresponds to the counselor terminal 301. Only packets to be transmitted may be delivered to the routing server device 310.

Accordingly, the packet transmitted to the mobile communication server 330 by the counselor terminal 301 to call the customer terminal 302 or the mobile communication server 330 to call the counselor terminal 301 by the client terminal 302. Each packet to be delivered to) may be delivered to the central routing module 311 of the routing server device 310.

At this time, the packet related to the voice call connection request may be received to the central routing server through the network interworking interface.

In this case, the network interworking interface may include an interworking control function for protecting the internal network of the mobile communication server.

For example, the interworking control function corresponds to the Interconnection Boarder Control Function (IBCF), and acts as a border controller between networks when interworking with an IMS (IP Multimedia Subsystem) network, and secures and interlocks when interworking with various networks. Corresponds to a system that addresses related issues. That is, in the present invention, when using the interworking control function (IBCF) via the network interworking interface, the mobile communication network corresponding to the mobile communication server 330 and the network corresponding to the routing server device 310 and call center server 320 Can be linked.

In addition, in the mobile packet-based call service providing method according to an embodiment of the present invention, the central routing server identifies a private routing server based on an identifier corresponding to a counselor (S220).

For example, the identifier corresponding to the counselor may correspond to the mobile terminal telephone number of the counselor or the representative telephone number of the call center where the counselor is registered. However, the identifier corresponding to the counselor is not limited to the telephone number but may correspond to a kind of data that can be included in the packet related to the voice call connection request and can identify the private routing server.

At this time, the private routing server may be included in the call center server or call center system registered counselor. For example, referring to FIG. 3, the private routing server may be included in the form of a private routing module 321 inside the call center server 320.

At this time, the central routing server may determine whether to route the packet according to the status of the counselor identified using the identifier.

For example, the counselor may determine whether or not the counselor is currently able to provide a consultation service, and may route the packet when the counselor is in a state where the counselor can provide a consultation service. That is, if the counselor is currently logged out or is busy due to an ongoing counseling, the counselor may not route the packet or otherwise process it.

At this time, the central routing server may determine the status of the counselor based on communication with the mobile terminal management server managing the counselor's mobile terminal.

In this case, the mobile terminal of the counselor may be managed for each call center, and the state of the counselor may be determined based on the information on the mobile terminal.

For example, referring to FIG. 3, the routing server apparatus 310 corresponding to the central routing server may include a separate home module 312 for managing the counselor's status information, and the home module 312. Based on the communication with the mobile terminal management server 350 can be managed by updating the list of counselors for each call center in real time. That is, the routing server device 310 may receive state information about a counselor corresponding to the counselor terminal 301 in real time based on communication with the mobile terminal management server 350.

In addition, although not shown in FIG. 3, the home module 312 may help provide a call service according to the present invention based on interworking with a subscriber computing device or a customer information database associated with the call center server 320. . For example, the subscriber computing device may be linked in a form corresponding to a consumer service provider (CSP), and may provide the home module 312 with the subscriber's information.

At this time, the home module 312 may operate in correspondence with WEB and WAS (Web Application Server). For example, when a service request such as a specific information request is generated by the routing server device 310, a call center specific counselor list may be provided through a network in a form corresponding to a specific web page. At this time, it is possible to support the application running on the web through WAS or to perform dynamic server content.

In this case, the mobile terminal management server 350 shown in FIG. 3 may obtain login information for the mobile terminal based on communication with the counselor terminal 301 and is based on a counseling application installed in the counselor terminal 301. As a result, login information on the consultation application may be obtained in real time.

Accordingly, the routing server device 310 may determine the state of the counselor corresponding to the identifier based on the counselor list for each call center updated in real time by the home module 312.

At this time, the mobile terminal management server 350 as shown in FIG. 3 may be a dedicated server corresponding to the call center where the counselor terminal 301 is registered. Accordingly, the mobile terminal management server 350 may distribute or manage the counseling application to the counselor terminal 301, and may manage the counselor terminal 301 itself according to a policy corresponding to the call center server 320.

For example, the mobile terminal management server 350 is a communication encryption key, recording file encryption key for the counselor terminal 301, whether WiFi or the camera on or off, screen brightness, volume, ring mode, whether the text recording, text Initial setting values related to storage, call record deletion, consultation application version, and consultation time can be managed. The initial setting values set as described above are automatically applied when the mobile counselor performs a counseling task using the counselor terminal 301 to set an environment of the counselor terminal 301 as an optimal environment for performing counseling tasks. Can play a role.

In addition, the mobile terminal management server 350 is controlled by the counselor terminal 301 based on communication with the CTI module 322 which comprehensively manages all inputs input to the call center server 320 or the call center server 320. It can also serve to convey requests and results.

For example, when an additional service request event required for a consultation service occurs from the counselor terminal 301, the mobile terminal management server 350 delivers the additional service to the CTI module 322 to provide the additional service in the call center server 320. You can do it. In addition, when the data related to the consultation work is generated in the counselor terminal 301, the related data is stored in the call center server 320 by transferring the related data to the CTI module 322 through the mobile terminal management server 350. It can also be managed.

In this case, the central routing server may route the packet to the private routing server when the counselor is in a voice call connection state.

For example, referring to FIG. 3, when it is determined that the counselor is capable of making a voice call connection based on the counselor information managed by the home module 312, the routing server device 310 uses the central routing module 311. To route the packet associated with the voice call connection request to the private routing module 321 of the call center server 320. In this case, the routing server apparatus 310 may identify a call center to which the counselor is registered by using an identifier corresponding to the counselor, and route the packet to the private routing module 321 corresponding to the identified call center. .

At this time, the routing server apparatus 310 corresponding to the central routing server may convert the received packet corresponding to the SIP protocol of the mobile communication server to correspond to the SIP protocol of the private routing server and transmit the converted packet. That is, the packet corresponding to the specification of the mobile communication server may be converted and relayed according to the specification of the private routing server.

For example, the routing server device 310 may automatically convert some protocol contents such as SIP Invite, SIP 180 Ring, and SIP 200 OK to route to the private routing module 321 in the call center server 320.

In this case, when the counselor is in a state where the voice call cannot be connected, the counselor may process the packet according to a preset exception handling flow.

For example, it may be assumed that a counselor using the counselor terminal 301 shown in FIG. 3 is in a state where a voice call cannot be connected. At this time, the routing server apparatus 310 sends a packet to the private routing module 321 so that the client terminal 302 can be serviced through another counselor terminal (not shown) registered in the same call center as the counselor terminal 301. Can be routed. In this case, the routing server device 310 may search for different counselor terminals based on the call center-specific counselor list managed by the home module 312, and a plurality of other counselors registered in the same call center and capable of voice call connection are provided. If present, one counselor may be selected in consideration of the workload of each counselor.

For another example, when a counselor using the counselor terminal 301 illustrated in FIG. 3 is in a state where a voice call cannot be established, the routing server device 310 sends a packet to the private routing module 321 of the call center server 320. Although routing, the announcement may be sent to the customer terminal 302 by using an interactive voice response (IVR) function of the call center server 320.

At this time, the exception handling flow is not limited to a specific method and configuration can be changed to correspond to the service environment of the call center.

In addition, in the mobile packet-based call service providing method according to an embodiment of the present invention, the private routing server generates a routing call connection request packet corresponding to the voice call connection request using the routed packet (S230).

At this time, the routing call connection may correspond to relaying a voice call packet between the counselor and the customer.

That is, referring to FIG. 3, the routing server apparatus 310 relays a packet related to a voice call connection request received from the mobile communication server 330 to the private routing module 321 of the call center server 320. In the case of primary routing, the routing of the private routing module 321 to generate the routing call connection request packet to the counselor terminal 301 or the customer terminal 302 may correspond to the secondary routing.

At this time, the private routing server may use the routing call connection request packet to set up a routing call connection for relaying voice call packets between the counselor and the customer, and manage routing call packets corresponding to the routing call connection.

In addition, in the mobile packet-based call service providing method according to an embodiment of the present invention, the private routing server provides a routing call connection request packet to the mobile communication server through the central routing server (S240).

For example, referring to FIG. 3, when the private routing module 321 generates a routing call connection request packet and delivers the routing call connection request packet to the routing server apparatus 310, the routing server apparatus 310 performs the SIP protocol conversion. The connection request packet may be delivered to the mobile communication server 330. Thereafter, the mobile communication server 330 delivers the routing call connection request packet received from the routing server device 310 to the counselor terminal 301 or the customer terminal 302 to provide the counselor terminal 301 and the head terminal 302. A routing call connection may be established for relaying voice call packets between them.

At this time, the private routing server may provide an additional service for counseling during a voice call between the counselor and the customer.

For example, referring to FIG. 3, the private routing module 321 is interlocked with an IP-PBX module, an IVR module, and a REC module included in the call center server 320 to perform IVR conference call function, call hold function, and call resume. Additional functions such as a function and a call mute function can be provided. That is, the private routing module 321 maintains the first RTP streaming connection corresponding to the routing call connection with the counselor terminal 301 and the second RTP streaming connection corresponding to the routing call connection with the customer terminal 302. In accordance with the additional service request in the IP-PBX module or IVR module by setting up a packet-based third RTP streaming connection may provide an additional function during the consultation service for the customer terminal 302.

At this time, even while the additional service is provided to the customer terminal 302, the mobile call connection of the counselor terminal 301 may be maintained without disconnection.

At this time, the private routing server may acquire a routing call packet based on a real-time transport protocol (RTP) port to record a voice call between the counselor and the customer.

For example, referring to FIG. 3, the call center server 320 connects a REC module to an RTP port 323 of an IP section for transmitting and receiving data with the routing server device 310 to provide a counselor terminal 301 and a customer terminal. (302) REC module in the RTP port of the IP interval for transmitting and receiving data between the IP-PBX module or IVR module and private routing module 321 for acquiring a call packet corresponding to the voice call between or provide additional services Can be connected to obtain a call packet. Since the call packets thus obtained correspond to voice data of a counselor or a customer, the call packets are sequentially stored in a memory to correspond to a voice call between the counselor terminal 301 and the customer terminal 302 or a voice call by an additional service. Call recording can be performed.

At this time, since the recording method such as the present invention does not need to provide a separate equipment for recording the voice call content next to the communication exchange can be improved efficiency in terms of cost. In addition, since a method of acquiring a call packet for each RTP port has a merit of performing call recording by acquiring only necessary call packets.

At this time, the data stored corresponding to the call recording may be stored and stored for a predetermined time according to the policy of the call center server 320, when storing the data may be stored by deleting or masking the portion corresponding to the personal information. .

In addition, although not shown in Figure 2, the mobile packet-based call service providing method according to an embodiment of the present invention as described above stores a variety of information generated during the call service providing process according to an embodiment of the present invention Save to module

According to an embodiment, the storage module for storing various information may be configured independently of the routing server device to support a function for providing a call service. In this case, the storage module may operate as a separate mass storage and may include a control function for performing an operation.

By using such a call service providing method, a mobile packet-based call service system that can be used in addition to a conventional call center system can be used, thereby reducing the cost of constructing a new system to provide a mobile packet-based call service. .

In addition, by connecting the mobile call in consideration of the work status of the mobile counselors registered in the call center in real time, it is possible to reduce the inconvenience of the customer may occur due to a long waiting time.

In addition, a method of recording a counseling content based on a mobile terminal may be provided based on a SIP / RTP based IP section without using a separate server for recording counseling content.

4 is a diagram illustrating an example of a counselor login process according to the present invention with reference to FIG. 3.

Referring to FIG. 4, when a counselor according to an embodiment of the present invention logs in to a mobile management server dedicated to a call center (S402), the mobile management server may respond that login to the counselor terminal is completed (S404). .

In this case, the counselor terminal may transmit a message corresponding to the registration request (Register_Req) to the mobile management server to perform terminal login, and the mobile management server may transmit a response message (Register_Rsp) to the counselor terminal.

At this time, the mobile management server may deliver the initial setting value for the counselor terminal in the process of responding to the counselor terminal. For example, communication encryption key, recording file encryption key, whether WiFi or camera is on / off, screen brightness, volume, ring mode, whether text is recorded, whether text is stored, whether call history is deleted, consultation application version, and consultation time. By providing an initial setting value related to the counseling terminal to the counselor terminal, the counselor terminal may be managed to be set as an optimal environment for performing counseling.

Thereafter, when the counselor performs a service login with a web application installed on the counselor's PC (S406), a service login request message for the counselor to the counselor by the CTI module of the call center server based on OLE Custom Control (OCX) or WebSocket (Websocket). (Register_Req) may be delivered (S408).

At this time, at least one of the ID of the counselor and the MDN of the counselor terminal may be delivered together with the service login request message (Register_Req).

Thereafter, the CTI module may transmit a service login request message (Register_Req) for the counselor to the mobile management server (S410), and the mobile management server may route by providing the agent login request message (Register_Req) to the home module of the routing server device. In operation S412, the counselor may be notified to the server device.

At this time, the CTI module may deliver the private routing module IP information of the call center server to which the counselor is registered so that the routing server device may identify the private routing module of the call center server corresponding to the counselor to the mobile management server. That is, the mobile management server may deliver the counselor login request message (Register_Req) to the home module of the routing server device, and may also deliver the private routing module IP of the call center server to which the counselor is registered.

Thereafter, the home module of the routing server device may transmit a response message (Register_Rsp) to the mobile management server (S414), and the mobile management server may deliver a response message (Register_Rsp) to the CTI module based on this (S416).

Accordingly, the CTI module may also transmit a response message (Register_Rsp) to the consultation application through an OCX (OLE Custom Control) or a web socket (S418, S420).

5 is a diagram illustrating an example of a counselor logout process according to the present invention with reference to FIG. 3.

Referring to FIG. 5, when a counselor according to an embodiment of the present invention logs out a terminal to a mobile terminal management server dedicated to a call center (S502), the mobile management server may respond that logout of the counselor terminal is completed. (S504).

After that, when the counselor performs a service logout with the web application installed on the counselor's PC (S506), the service logout for the counselor with the CTI module of the call center server based on OLE Custom Control (OCX) or WebSocket (Websocket). The request message Unregister_Req may be delivered (S508).

Thereafter, the CTI module may transmit a service logout request message (Unregister_Req) for the counselor to the mobile management server (S510), and the mobile management server provides a service logout request message (Unregister_Req) to the home module of the routing server device. By doing so, the counselor can inform the routing server device that the counselor is logged out (S512).

Thereafter, the home module of the routing server device may transmit a response message Unrefister_Rsp to the mobile management server (S514), and the mobile management server may deliver a response message Unrefister_Rsp to the CTI module based on this (S516).

Accordingly, the CTI module may also transmit a response message (Unrefister_Rsp) to the consultation application through an OCX (OLE Custom Control) or a web socket (S518 and S520).

6 is a diagram illustrating an example of a call origination process by a counselor according to the present invention with reference to FIG. 3.

Referring to FIG. 6, when a counselor requests a call for a voice call between a counselor terminal and a customer terminal using a web application installed on a counselor PC (S602), the call center is based on an OCX (OLE Custom Control) or a web socket (Websocket). The call request message (MakeCall_Req) may be delivered to the CTI module of the server (S604).

Thereafter, the CTI module may transmit an outgoing request message (MakeCall_Req) to the mobile management server (S606), and the mobile management server provides an outgoing request message (MakeCall_Req) to the counselor terminal (S608) such that the outgoing is performed at the counselor terminal. can do.

Thereafter, in response to steps S610 to S616, a response message MakeCall_Rsp to the origination request message MakeCall_Req may be delivered to the web application.

Thereafter, the counselor terminal may transmit an outgoing request packet (SIP INVITE) to the mobile communication server based on the SIP protocol (S618), and the mobile communication server determines that the outgoing request packet (SIP INVITE) corresponds to a counselor. In step S620, the controller may transmit the central routing module of the routing server device.

In this case, the SIP INVITE is a packet related to a voice call connection request between the counselor terminal and the customer terminal, and may be received by the LTE switch of the mobile communication server and transmitted to the central routing module.

Thereafter, the central routing module forwards the private routing server query request message (Query_Req) to the home module (S622), receives a response message (Query_Rsp) (S624), and routes the outgoing request packet (SIP INVITE). Identify routing servers.

At this time, the home module provides the central routing module with private routing server information to route the SIP INVITE based on previously stored agent information for each call center and private routing module IP information of the registered call center. can do.

At this time, the private routing server may correspond to the private routing module of the call center server.

Thereafter, the central routing module may route the outgoing request packet SIP INVITE to the identified private routing module (S626).

At this time, the central routing module may convert and route the outgoing request packet (SIP INVITE) corresponding to the SIP protocol of the private routing module.

Thereafter, the private routing module may generate a routing call connection request packet corresponding to the voice call connection request by using the received packet, and provide the routing call connection request packet to the mobile communication server through the central routing module (S628). , S630).

Thereafter, the mobile communication server may transmit a call for requesting a voice call between the counselor terminal and the customer terminal by transmitting a routing call connection request packet to the customer terminal through the LTE switch (S632).

Thereafter, when the counselor terminal delivers the ringback event message (RingBack_Event) to the mobile management server (S634), the mobile management server may deliver the ringback event message (RingBack_Event) to the web application through the CTI module of the call center server (S636). There is (S638, S640).

Thereafter, the customer terminal transmits a response packet (SIP 200 OK) for the routing call connection request to the mobile communication server (S642), and the mobile communication server passes the response packet (SIP 200 OK) through the central routing module (S644). In step S646, the private routing module may transfer the private routing module to the private routing module.

Thereafter, the private routing module may relay the response packet (SIP 200 OK) received from the customer terminal through the central routing module and the mobile communication server to the counselor terminal (S648 to S652).

Thereafter, the counselor terminal receiving the response packet (SIP 200 OK) transmits the response event message (Answer_Event) to the web application through the mobile management server and the CTI module (S654 to S660). Based on the consultation work can be started (S664).

At this time, the recording server or the REC module provided in the call center server is connected to the RTP port of the IP section through which the private routing module transmits and receives data with the central routing module when the voice call connection between the counselor terminal and the customer terminal is completed. Call recording may be performed by obtaining a call packet corresponding to a voice call between the terminal and the customer terminal (S662).

7 is a view showing an example of a call origination process by the mobile terminal of the counselor according to the present invention with reference to FIG.

Referring to FIG. 7, a process of directly transmitting from a mobile terminal of a counselor according to the present invention, that is, a counselor terminal, is illustrated.

In this case, in the call process illustrated in FIG. 7, the counselor terminal receives a request message (MakeCall_Req) from the web application and sends a response message (MakeCall_Rsp) to the request request message (MakeCall_Req). The process of passing it back to the web application may be omitted.

That is, in the present invention, as shown in FIG. 6, the counselor of the call center may perform the call using the counselor terminal through a web application installed on the PC. However, as shown in FIG. 7, the counselor may directly perform the call. .

8 is a diagram illustrating an example of a call receiving process of the counselor according to the present invention with reference to FIG. 3.

Referring to FIG. 8, when an incoming call request for a voice call between the counselor terminal and the customer terminal is generated from the customer terminal (S802), the packet corresponding to the incoming call (SIP INVITE) is a packet corresponding to the counselor in the mobile communication server. If so, it can forward it to the central routing module of the routing server device.

In this case, the incoming call request packet SIP INVITE is a packet related to a voice call connection request between the counselor terminal and the customer terminal, and may be received by the LTE switch of the mobile communication server and transmitted to the central routing module.

Thereafter, the central routing module forwards the private routing server query request message (Query_Req) to the home module (S804), receives a response message (Query_Rsp) thereto (S806), and routes the incoming call request packet (SIP INVITE). You can identify a private routing server to do.

At this time, the home module transmits the private routing server information to route the incoming call request packet (SIP INVITE) based on previously stored agent login information for each call center and private routing module IP information of the call center where the counselor is registered. Can be provided to

At this time, the private routing server may correspond to the private routing module of the call center server.

Thereafter, the central routing module may route the incoming call request packet SIP INVITE to the identified private routing module (S808).

At this time, the central routing module may convert and route the incoming call request packet (SIP INVITE) corresponding to the SIP protocol of the private routing module.

Thereafter, the private routing module may generate a routing call connection request packet corresponding to the voice call connection request by using the received packet, and provide the routing call connection request packet to the mobile communication server through the central routing module (S810). , S812).

Thereafter, the mobile communication server transmits the routing call connection request packet to the counselor terminal through the LTE switch (S814), so that the counselor terminal may receive an incoming request for the voice call connection from the customer terminal.

Thereafter, the counselor terminal generates an incall event message (InCall_Event) and delivers it to the mobile management server (S816), and the mobile management server delivers that the incall event has occurred to the web application through the CTI module of the call center server (S818). It may be (S820, S822).

Thereafter, the web application may transmit an incoming response to the incall event to the CTI module of the call center server based on the OLE Custom Control (OCX) or WebSocket (S824, S826), and the CTI module may be a mobile management server. An incoming response message (AnswerCall_Req) may be delivered to the counselor terminal through the steps S828 and S830.

Thereafter, the counselor terminal may transmit a response message to the web application corresponding to steps S832 to S838, and then transmit a response packet (SIP 200 OK) for the routing call connection request to the mobile communication server (S840). ).

Thereafter, the mobile communication server may transmit the response packet (SIP 200 OK) to the private routing module via the central routing module (S842) (S844).

Thereafter, the private routing module may relay the response packet (SIP 200 OK) received from the counselor terminal to the customer terminal through the central routing module and the mobile communication server (S846 to S850).

In addition, the counselor terminal transmits the response event message (Answer_Event) to the web application through the mobile management server and the CTI module (S852 to S858). The counselor terminal may receive a telephone call from the client terminal to start a consultation service (S862).

At this time, the recording server or the REC module provided in the call center server is connected to the RTP port of the IP section through which the private routing module transmits and receives data with the central routing module when the voice call connection between the counselor terminal and the customer terminal is completed. Call recording may be performed by obtaining a call packet corresponding to a voice call between the terminal and the customer terminal (S860).

9 is a diagram illustrating an example of a call termination process by a counselor according to the present invention with reference to FIG.

Referring to FIG. 9, the counselor performs a consultation task based on the voice call connection between the counselor terminal and the customer terminal (S902), and when it is determined that the consultation is completed, the counselor may request to terminate the call through the web application (S904).

Thereafter, the call termination request message (ReleaseCall_Req) by the web application may be transmitted to the CTI module of the call center server based on the OLE Custom Control (OCX) or WebSocket (S906), and the CTI module may be a mobile management server. Through the call termination request message (ReleaseCall_Req) may be delivered to the counselor terminal (S908, S910).

Thereafter, the counselor terminal may transmit a response message (ReleaseCall_Rsp) to the call termination request message (ReleaseCall_Req) to the web application through the mobile management server and the CTI module (S912 to S918).

Thereafter, the counselor terminal may transmit the call termination request packet SIP BYE to the mobile communication server (S920).

Thereafter, the mobile communication server may transmit the call termination request packet (SIP BYE) to the private routing module through the central routing module (S922) (S924).

Thereafter, the private routing module may relay the call termination request packet SIP BYE received from the counselor terminal through the central routing module and the mobile communication server to the customer terminal (S926 to S930).

Thereafter, the customer terminal transmits a response packet (SIP 200 OK) for the call termination request to the mobile communication server (S932), and the mobile communication server passes the response packet (SIP 200 OK) through the central routing module (S934). It can be delivered to the routing module (S936).

Thereafter, the private routing module may relay the response packet (SIP 200 OK) received from the customer terminal to the counselor terminal through the central routing module and the mobile communication server (S938 to S942).

Thereafter, the private routing module may organize and store the collected resources during the consultation process (S944), and the counselor terminal generates a termination event message (ReleaseCall_Event) indicating that the voice call with the customer terminal is terminated. Can be delivered to (S946 ~ S952).

At this time, the termination event message (ReleaseCall_Event) may be delivered to the web application via the mobile management server and the CTI module.

10 is a view showing an example of a call termination process by the customer according to the present invention with reference to FIG.

Referring to FIG. 10, the customer is provided with a counseling service based on a voice call connection between the counselor terminal and the client terminal (S1002), and when it is determined that the counseling is completed, terminates the call and ends the incoming call request packet to the mobile communication server (SIP BYE). ) Can be delivered (S1004)

Thereafter, the mobile communication server may transfer the incoming termination request packet (SIP BYE) to the private routing module via the central routing module (S1006) (S1008).

Thereafter, the private routing module may relay the incoming call termination request packet (SIP BYE) received from the customer terminal through the central routing module and the mobile communication server to the counselor terminal (S1010 to S1014).

Thereafter, the counselor terminal forwards the response packet (SIP 200 OK) for the incoming call termination request to the mobile communication server (S1016), and the mobile communication server sends the response packet (SIP 200 OK) through the central routing module (S1018). It may be delivered to the routing module (S1020).

Thereafter, the private routing module may relay the response packet (SIP 200 OK) received from the counselor terminal through the central routing module and the mobile communication server to the customer terminal (S1022 to S1026).

Thereafter, the private routing module may organize and store the collected resources during the consultation process (S1028), and the counselor terminal generates a termination event message (ReleaseCall_Event) indicating that the voice call with the client terminal is terminated. Can be delivered to (S1030 ~ S1036).

At this time, the termination event message (ReleaseCall_Event) may be delivered to the web application via the mobile management server and the CTI module.

11 is a diagram illustrating an exception handling process according to a counselor's state in a method for providing a mobile packet based call service according to an embodiment of the present invention.

Referring to FIG. 11, in the mobile packet-based call service providing method according to an embodiment of the present invention, the exception handling process according to the state of the counselor first checks an identifier corresponding to the counselor by the central routing server according to the present invention ( In operation S1110, it may be determined whether the status of the counselor is in a voice call state using the identifier (S1115).

For example, the central routing server may check the status of the counselor by acquiring counselor information for each call center in real time based on communication with a mobile terminal management server dedicated to the call center managing the counselor terminal.

If the counselor corresponding to the identifier indicates that the voice call is available, the central routing server may route the packet related to the voice call connection request to the private routing server (S1120).

At this time, the central routing server may relay packets between the mobile communication server and the private routing server by automatically converting and routing the contents of the SIP protocol corresponding to the mobile communication server to the private routing server.

Thereafter, the private routing server may generate a routing call connection request packet by using the packet related to the voice call connection request, and provide the routing call connection request packet to the mobile communication server through the central routing server (S1130).

In this case, the routing call connection may correspond to relaying a voice call packet between the counselor terminal and the customer terminal.

Thereafter, the mobile communication server may provide a routing call connection request packet to either the counselor terminal or the customer terminal to establish a routing call connection, and the voice call connection may be completed between the counselor terminal and the customer terminal based on this. S1140).

In addition, if the counselor corresponding to the identifier of the determination result in step S1115 is not in a voice call enabled state, the packet related to the voice call connection request may be processed according to an exception processing flow set for the call center (S1050).

At this time, it may be determined that the voice call is impossible when the counselor is logged out or busy.

For example, if a packet is processed according to the exception handling flow, the customer may be serviced by another counselor registered in the same call center as the counselor. At this time, the central routing server can search for another agent to provide services to the customer by using the agent login information for each call center, and route the packet to the private routing server so that a voice call can be connected between the other agent and the found customer. can do. At this time, the central routing server may route the packet so that one of the plurality of counselors who are currently able to connect to the voice call can provide a service by one counselor having the least amount of work.

12 is a block diagram showing a routing server device according to an embodiment of the present invention.

Referring to FIG. 12, a routing server apparatus according to an embodiment of the present invention includes a routing server unit 1210 and a database unit 1220.

The routing server unit 1210 receives a packet regarding a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server.

For example, the mobile communication server may receive a packet regarding a VoLTE-based voice call connection request from a counselor terminal or a customer terminal. At this time, the voice call connection between the counselor terminal and the customer terminal may be originated from the counselor terminal and may be received by the client terminal, and may be originated from the client terminal and the counselor terminal may be received.

At this time, the mobile communication server may determine whether the voice call connection request is related to a counselor terminal registered in a call center based on a packet related to the voice call connection request, and deliver only a packet corresponding to the counselor terminal to the routing server device. have.

Therefore, the packet transmitted to the mobile communication server by the counselor terminal to call the client terminal or the packet transmitted to the mobile communication server to call the counselor terminal by the counselor terminal may be delivered to the routing server device, respectively.

At this time, the packet related to the voice call connection request may be received to the central routing server through the network interworking interface.

In this case, the network interworking interface may include an interworking control function for protecting the internal network of the mobile communication server.

For example, the interworking control function corresponds to the Interconnection Boarder Control Function (IBCF), and acts as a border controller between networks when interworking with an IMS (IP Multimedia Subsystem) network, and secures and interworks when interworking with various networks. Corresponds to a system that addresses related issues. That is, in the present invention, when using the interworking control function (IBCF) via the network interworking interface, the mobile communication network corresponding to the mobile communication server 330 and the network corresponding to the routing server device 310 and call center server 320 Can be linked.

In addition, the routing server unit 1210 identifies the private routing server based on the identifier corresponding to the counselor to route the packet.

For example, the identifier corresponding to the counselor may correspond to the mobile terminal telephone number of the counselor or the representative telephone number of the call center where the counselor is registered. However, the identifier corresponding to the counselor is not limited to the telephone number but may correspond to a kind of data that can be included in the packet related to the voice call connection request and can identify the private routing server.

At this time, the private routing server may be included in the call center server or call center system registered counselor. For example, the private routing server may be included in the form of a separate routing module inside the call center server or call center system.

At this time, the routing server unit 1210 may determine whether to route the packet according to the status of the counselor identified using the identifier.

For example, the counselor may determine whether or not the counselor is currently able to provide a consultation service, and may route the packet when the counselor is in a state where the counselor can provide a consultation service. That is, if the counselor is currently logged out or is busy due to an ongoing counseling, the counselor may not route the packet or otherwise process it.

In this case, the routing server unit 1210 may determine the state of the counselor based on communication with the mobile terminal management server managing the counselor's mobile terminal.

In this case, the mobile terminal of the counselor may be managed for each call center, and the state of the counselor may be determined based on the information on the mobile terminal.

For example, the routing server device may manage counselor information through the database unit 1220, and the database unit 1220 may update the counselor list for each call center in real time based on communication with the mobile terminal management server. Can manage That is, the routing server device may receive state information about the counselor corresponding to the counselor terminal in real time based on communication with the mobile terminal management server.

At this time, the mobile terminal management server may obtain the login information for the mobile terminal based on the communication with the counselor terminal, and may obtain the login information for the counseling application in real time based on the counseling application installed in the counselor terminal. .

Therefore, the routing server unit 1210 may determine the state of the counselor corresponding to the identifier based on the counselor list for each call center updated in real time by the database unit 1220.

At this time, the mobile terminal management server may be a dedicated server corresponding to the call center registered the counselor terminal. Therefore, the mobile terminal management server may distribute or manage the counseling application to the counselor terminal, and may manage the counselor terminal itself according to a policy corresponding to the call center server.

For example, the mobile terminal management server may include a communication encryption key, a recording file encryption key, WiFi or a camera on / off, screen brightness, volume, ring mode, text recording, text storage, and call log deletion for the counselor terminal. It is possible to manage the initial setting value related to whether or not, the consultation application version and consultation business hours. The initial setting value set as described above may be automatically applied when the mobile counselor performs a counseling task using the counselor terminal, thereby setting the environment of the counselor terminal as an optimal environment for performing the counseling task.

In addition, the mobile terminal management server may serve to deliver a request and a result by the counselor terminal based on communication with the CTI module which comprehensively manages all inputs input to the call center.

For example, when an additional service request event required for a consultation task is generated from a counselor terminal, the mobile terminal management server may transmit the same to the CTI module so that the call center may provide the additional service. In addition, when data related to a consultation service is generated in the counselor terminal, the related data may be stored and managed in the call center by transferring the relevant data to the CTI module through the mobile terminal management server.

At this time, the routing server unit 1210 may route the packet to the private routing server when the counselor is in a voice call connection state.

For example, when it is determined that the counselor is capable of making a voice call connection based on the counselor login information managed by the database unit 1220, the packet related to the voice call connection request may be routed to the private routing server. In this case, the counselor may identify a registered call center using an identifier corresponding to the counselor, and may route a packet to a private routing server corresponding to the identified call center.

At this time, the routing server unit 1210 may convert the received packet type corresponding to the SIP protocol of the mobile communication server to correspond to the SIP protocol of the private routing server and transmit the converted packet. That is, the packet corresponding to the specification of the mobile communication server may be converted and relayed according to the specification of the private routing server.

For example, some protocols such as SIP Invite, SIP 180 Ring, and SIP 200 OK can be automatically converted and routed to a private routing server.

In this case, when the counselor is in a state where the voice call cannot be connected, the counselor may process the packet according to a preset exception handling flow.

For example, assuming that the counselor cannot connect to the voice call, the routing server unit 1210 may route the packet to the private routing server so that the customer can be serviced through another counselor registered in the same call center as the counselor. have. In this case, the routing server unit 1210 may search for other counselors based on the list of counselors for each call center managed by the database unit 1220, and a plurality of other counselors registered in the same call center and capable of making voice calls exist. In this case, one counselor may be selected in consideration of the workload of each counselor.

In another example, when the counselor is unable to connect to the voice call, the routing server unit 1210 routes the packet to the private routing server, but the announcement is sent to the customer by using the interactive voice response (IVR) function of the call center. You can also

At this time, the exception handling flow is not limited to a specific method and configuration can be changed to correspond to the service environment of the call center.

In addition, the private routing server may generate a routing call connection request packet corresponding to the voice call connection request using the routed packet.

At this time, the routing call connection may correspond to relaying a voice call packet between the counselor and the customer.

That is, if the routing server unit 1210 relays the packet related to the voice call connection request received from the mobile communication server to the private routing server as the primary routing, the private routing server generates a routing call connection request packet to consult with a counselor. Routing to the terminal or the customer terminal may correspond to the secondary routing.

At this time, the private routing server may use the routing call connection request packet to set up a routing call connection for relaying voice call packets between the counselor and the customer, and manage routing call packets corresponding to the routing call connection.

The private routing server also provides a routing call connection request packet to the mobile communication server via the routing server device.

For example, when the private routing server generates the routing call connection request packet and delivers the routing call connection request packet to the routing server device, the routing server device may deliver the routing call connection request packet that has performed the SIP protocol conversion to the mobile communication server. Thereafter, the mobile communication server may transmit a routing call connection request packet received from the routing server device to the counselor terminal or the customer terminal to establish a routing call connection for relaying a voice call packet between the counselor terminal and the client terminal.

At this time, the private routing server may provide an additional service for counseling during a voice call between the counselor and the customer.

For example, referring to FIG. 3, the private routing module 321 is interlocked with an IP-PBX module, an IVR module, and a REC module included in the call center server 320 to perform IVR conference call function, call hold function, and call resume. Additional functions such as a function and a call mute function can be provided. That is, the private routing module 321 maintains the first RTP streaming connection corresponding to the routing call connection with the counselor terminal 301 and the second RTP streaming connection corresponding to the routing call connection with the customer terminal 302. In accordance with the additional service request in the IP-PBX module or IVR module by setting up a packet-based third RTP streaming connection may provide an additional function during the consultation service for the customer terminal 302.

At this time, even while the additional service is provided to the customer terminal, the mobile call connection of the counselor terminal may be maintained without disconnection.

At this time, the private routing server may acquire a routing call packet based on a real-time transport protocol (RTP) port to record a voice call between the counselor and the customer.

For example, the private routing server connects a REC module to an RTP port of an IP section for transmitting and receiving data with a routing server device to obtain a call packet corresponding to a voice call between a counselor terminal and a customer terminal or provide an additional service. A call packet may be obtained by connecting a REC module to an RTP port of an IP section for transmitting and receiving data between an IP-PBX module or an IVR module and a private routing module 321. Since the call packets thus obtained correspond to voice data of a counselor or a customer, call packets corresponding to a voice call between the counselor terminal and the customer terminal or a voice call by an additional service may be performed by sequentially storing the call packets in a memory. Can be.

At this time, since the recording method such as the present invention does not need to provide a separate equipment for recording the voice call content next to the communication exchange can be improved efficiency in terms of cost. In addition, since a method of acquiring a call packet for each RTP port has a merit of performing call recording by acquiring only necessary call packets.

At this time, the data stored corresponding to the call recording can be stored and stored for a certain period according to the policy of the call center, and when storing the data may be stored by deleting or masking the portion corresponding to the personal information.

The database unit 1220 manages private routing server information and counselor information.

In addition, the database unit 1220 stores a variety of information generated in the mobile packet-based call service providing process according to an embodiment of the present invention as described above.

On the other hand, the routing server device may be equipped with a memory to store information in the device. In one embodiment, the memory is a computer readable medium. In one implementation, the memory may be a volatile memory unit, and for other implementations, the memory may be a nonvolatile memory unit. In one embodiment, the storage device is a computer readable medium. In various different implementations, the storage device may include, for example, a hard disk device, an optical disk device, or some other mass storage device.

By providing a mobile packet-based call service system that can be used in addition to a conventional call center system through such a routing server device, it is possible to reduce the cost of constructing a new system to provide a mobile packet-based call service.

In addition, by connecting the mobile call in consideration of the work status of the mobile counselors registered in the call center in real time, it is possible to reduce the inconvenience of the customer may occur due to a long waiting time.

In addition, a method of recording a counseling content based on a mobile terminal may be provided based on a SIP / RTP based IP section without using a separate server for recording counseling content.

The functional operations and subject matter implementations described herein may be implemented in digital electronic circuitry, in computer software, firmware, or hardware including the structures and structural equivalents disclosed herein, or in combination with one or more of these. It can be implemented. Implementations of the subject matter described herein are one or more computer program products, that is, one or more modules pertaining to computer program instructions encoded on a program storage medium of tangible type for controlling or by the operation of a processing system. Can be implemented.

The computer readable medium may be a machine readable storage device, a machine readable storage substrate, a memory device, a composition of materials affecting a machine readable propagated signal, or a combination of one or more thereof.

As used herein, the term "system" or "device" encompasses all the apparatus, devices, and machines for processing data, including, for example, a programmable processor, a computer, or a multiprocessor or computer. The processing system may include, in addition to hardware, code that forms an execution environment for a computer program on demand, such as code constituting processor firmware, a protocol stack, a database management system, an operating system, or a combination of one or more thereof. .

Computer programs (also known as programs, software, software applications, scripts, or code) may be written in any form of programming language, including compiled or interpreted languages, or a priori or procedural languages. It can be deployed in any form, including components, subroutines, or other units suitable for use in a computer environment. Computer programs do not necessarily correspond to files in the file system. A program may be in a single file provided to the requested program, in multiple interactive files (eg, a file that stores one or more modules, subprograms, or parts of code), or part of a file that holds other programs or data. (Eg, one or more scripts stored in a markup language document). The computer program may be deployed to run on one computer or on multiple computers located at one site or distributed across multiple sites and interconnected by a communication network.

On the other hand, computer-readable media suitable for storing computer program instructions and data include semiconductor memory devices such as EPROM, EEPROM and flash memory devices, for example magnetic disks such as internal hard disks or external disks, magneto-optical disks and CDs. It may include all types of nonvolatile memory, media and memory devices, including -ROM and DVD-ROM disks. The processor and memory can be supplemented by or integrated with special purpose logic circuitry.

Implementations of the subject matter described herein may include, for example, a backend component such as a data server, or include a middleware component such as, for example, an application server, or a web browser or graphic user, for example, where a user may interact with the implementation of the subject matter described herein. It may be implemented in a computing system that includes a front end component such as a client computer having an interface or any combination of one or more of such back end, middleware or front end components. The components of the system may be interconnected by any form or medium of digital data communication such as, for example, a communication network.

While this specification contains numerous specific implementation details, these should not be construed as limited to any invention or the scope of the claims, but rather as a description of features that may be specific to a particular embodiment of a particular invention. It must be understood. Likewise, certain features described herein in the context of separate embodiments may be implemented in combination in a single embodiment. Conversely, various features that are described in the context of a single embodiment can also be implemented in multiple embodiments individually or in any suitable subcombination. Furthermore, while the features may operate in a particular combination and may be initially depicted as so claimed, one or more features from the claimed combination may in some cases be excluded from the combination, the claimed combination being a subcombination Or a combination of subcombinations.

In addition, although the drawings depict operations in a particular order, it is to be understood that such operations must be performed in the specific order or sequential order shown in order to obtain desirable results or that all illustrated acts must be performed. Can not be done. In certain cases, multitasking and parallel processing may be advantageous. Moreover, the separation of the various system components of the above-described embodiments should not be understood as requiring such separation in all embodiments, and the described program components and systems will generally be integrated together into a single software product or packaged into multiple software products. Should understand that

As such, this specification is not intended to limit the invention to the specific terms presented. Thus, while the present invention has been described in detail with reference to the above examples, those skilled in the art can make modifications, changes, and variations to the examples without departing from the scope of the invention. The scope of the present invention is shown by the following claims rather than the detailed description, and all changes or modifications derived from the meaning and scope of the claims and their equivalents should be construed as being included in the scope of the present invention. do.

As described above, the mobile packet-based call service system according to the present invention, the mobile packet-based call service providing method, and apparatus therefor are not limited to the configuration and method of the embodiments described above. The above embodiments may be configured by selectively combining all or some of the embodiments so that various modifications can be made.

According to the present invention, the central routing server receives a packet regarding a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server, and the central routing server identifies a private routing server based on an identifier corresponding to the counselor. Route the packet, the private routing server uses the routed packet to generate a routing call connection request packet corresponding to the voice call connection request, and the private routing server sends the routing call connection request packet to the mobile communication server through the central routing server. Can provide. Furthermore, since the mobile packet-based call service can be additionally provided using the conventional call sensor system as it is, it is possible to save cost for constructing a new system.

101, 301: counselor terminal 102, 302: customer terminal
110: central routing server 120: private routing server
130: mobile communication server 131, 331: IBCF
310: routing server device 311: central routing module
312: home module 320: call center server
321: private routing module 322: CTI module
323: RTP port 330: Mobile Communications Server
340: counselor PC 350: mobile terminal management server
410, 510, 610, 710, 810, 910, 1010: central routing area
420, 520, 620, 720, 820, 920, 1020: private routing area
1210: routing server unit 1220: database unit

Claims (10)

A central routing server for receiving a packet regarding a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server and identifying a private routing server based on an identifier corresponding to the counselor to route the packet; And
A private routing server that generates a routing call connection request packet corresponding to the voice call connection request by using the routed packet and provides the routing call connection request packet to the mobile communication server through the central routing server.
Mobile packet based call service system comprising a. The method according to claim 1,
The mobile communication server transfers only the packet corresponding to the counselor to the central routing server, characterized in that the mobile packet-based call service system. The method according to claim 1,
The private routing server
Using the routing call connection request packet to establish a routing call connection for relaying the voice call packet between the counselor and the customer, and manages the mobile communication packet routing based on the routing call connection corresponding to the routing call connection Call service system. The method according to claim 1,
The central routing server
And determining whether to route the packet according to the state of the counselor identified using the identifier. The method according to claim 4,
The central routing server
And the counselor processes the packet according to a preset exception handling flow when the counselor is unable to connect to the voice call. The method according to claim 3,
The private routing server
Mobile packet-based call service system, characterized in that for providing an additional service for consultation during the voice call between the counselor and the customer. The method according to claim 3,
The private routing server
The mobile packet-based call service system of claim 1, wherein the call packet system records the voice call between the counselor and the customer by acquiring the routing call packet based on a real-time transport protocol (RTP) port. The method according to claim 1,
The packet regarding the voice call connection request is received to the central routing server through a network interworking interface, and the network interworking interface includes an interworking control function for protecting an internal network of the mobile communication server. Packet based call service system. A routing server unit which receives a packet regarding a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server and identifies a private routing server based on an identifier corresponding to the counselor to route the packet; And
Database unit for managing private routing server information and counselor information
Routing server device comprising a. Receiving, by the central routing server, a packet regarding a VoLTE-based voice call connection request between a counselor and a customer through a mobile communication server;
Routing, by the central routing server, the packet by identifying a private routing server based on an identifier corresponding to the counselor;
Generating, by the private routing server, a routing call connection request packet corresponding to the voice call connection request using the routed packet; And
Providing, by the private routing server, the routing call connection request packet to the mobile communication server through the central routing server;
Mobile packet-based call service providing method comprising a.

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