KR20230031759A - system that provides an integrated call connection service using multiple channels - Google Patents

Abstract

The present invention relates to a system that provides an integrated call connection service using multiple channels. Additionally, the present invention relates to a server and system for an online platform that provides the integrated call connection service. In addition, the present invention relates to a method and server that provides an integrated omni-channel service platform based on HTML5. The system that provides the integrated call connection service using multiple channels comprises: a central server; a first terminal; and a second terminal.

Description

System that provides an integrated call connection service using multiple channels {system that provides an integrated call connection service using multiple channels}

The present invention relates to a system for providing an integrated call connection service using a plurality of channels.

In addition, the present invention relates to a server and system for an online platform providing an integrated call connection service.

In addition, the present invention relates to a method and server for providing an HTML5-based integrated omni-channel service platform.

Interactive Voice Response (IVR), which is essential for many companies in customer service consulting systems, accepts a combination of voice call input and touch-tone phone buttons to selectively press a button on a touch-tone phone to receive voice, fax, callback, A service that provides an appropriate response in the form of e-mail or other media.

IVR is usually part of a larger application that includes database access, such as checking bank and stock account balances, or transfers, surveys including public opinion polls, call center call forwarding, simple order entry transactions, and optional information retrieval ( Movie screening schedule, etc.) are automatically serviced by voice.

IVR applications provide pre-recorded voice responses for appropriate situations, keypad signal logic, access to appropriate data, and voice recording capabilities for later processing. IVR applications can also use CTI to hand off a call to an attendant who can see the data the caller wants on the display.

Recent counseling systems have further developed and provide not only voice counseling between a user (ie, a counselor requesting counseling) and a counselor, but also a service in which the screen is switched and the contents of the screen are displayed to the other party.

Korean Patent Publication No. 10-2013-0131951 (2013.12.04) Korean Patent Publication No. 10-2016-0045189 (2016.04.27)

An object of one embodiment of the present invention is to provide an online-based real-time counseling service.

Various embodiments of the present invention are intended to provide a method and server for providing an HTML5-based integrated omnichannel service platform.

The technical problems to be achieved in the present invention are not limited to the technical problems mentioned above, and other technical problems not mentioned will be clearly understood by those skilled in the art from the description below. You will be able to.

WebRTC (Web Real-Time Communication) is a technology that allows browsers to exchange data such as audio, video media, text, or files between web applications and sites without the help of separate plug-ins or software. WebRTC technology supports real-time communication, and specifically, may support voice chatting, video chatting, voice calls, video calls, video conferences, and data transmission/reception (eg, P2P file sharing).

When such real-time communication is performed by a plurality of participants and a video or audio file, which is a result of real-time communication, is generated, a video or audio streamed by each of the plurality of participants is generally mixed and recorded to form one image. Or, it creates an audio file. In this case, the mixing process uses system resources.

Accordingly, system resources can be saved when a video or audio file in which a plurality of participants participate is synchronized and reproduced without a mixing process.

An embodiment of the present invention is a system for supporting a call connection based on an online platform, comprising: a first terminal; central server; and a second terminal; The first terminal: executes at least one of a website or a mobile app based on the online platform, receives a call connection request from a user of the first terminal, and the central server: the online platform Receives the call connection request through, mediates (and / or relays) the call connection between the first terminal and the second terminal, based on the phone number of the first terminal and information about the second terminal and transmits information indicating the reset phone number to the second terminal.

The central server may: generate the reset phone number if a predetermined criterion is satisfied, but not generate the reset phone number if the predetermined criterion is not satisfied.

The predetermined criterion may be based on a user's input signal of the first terminal input through the online platform.

The central server may: receive an SMS transmission request input through the first terminal from the first terminal, and create a first channel for connecting a voice call or a video call with the second terminal.

The central server: creates a second channel, which is a new channel, controls to stop the connection of the first channel, transfers information indicating the second channel to the first terminal, and uses the second channel The online platform-based call connection may be brokered (and/or relayed) between the first terminal and the second terminal.

An embodiment of the present invention provides a technology that enables compatibility even when platforms for call connection are different.

In addition, an embodiment of the present invention proposes a method of mediating (and/or relaying) a call connection between a terminal performing a web-based call and a terminal performing a communication company-based call.

The effects obtainable in the present invention are not limited to the effects mentioned above, and other effects not mentioned can be clearly understood by those skilled in the art from the description below. will be.

Also other aspects as described above, features and benefits of certain preferred embodiments of the present invention will become more apparent from the following description taken in conjunction with the accompanying drawings.
1 to 3 are diagrams illustrating a system for providing a voice call platform according to an embodiment of the present invention.
4 is a block diagram showing the configuration of a server according to an embodiment of the present invention.
5 to 7 are flowcharts illustrating a method according to an embodiment of the present invention.
8 is a diagram illustrating a system for providing a voice call platform according to an embodiment of the present invention.
9 and 10 are flowcharts illustrating a method according to an embodiment of the present invention.
It should be noted that throughout the drawings, like reference numbers are used to show the same or similar elements, features and structures.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

In describing the embodiments, descriptions of technical contents that are well known in the technical field to which the present invention pertains and are not directly related to the present invention will be omitted. This is to more clearly convey the gist of the present invention without obscuring it by omitting unnecessary description.

For the same reason, in the accompanying drawings, some components are exaggerated, omitted, or schematically illustrated. Also, the size of each component does not entirely reflect the actual size. In each figure, the same reference number is assigned to the same or corresponding component.

Advantages and features of the present invention, and methods for achieving them, will become clear with reference to the embodiments described below in detail in conjunction with the accompanying drawings. However, the present invention is not limited to the embodiments disclosed below, but may be implemented in various different forms, and only the present embodiments make the disclosure of the present invention complete, and common knowledge in the art to which the present invention belongs It is provided to fully inform the holder of the scope of the invention, and the present invention is only defined by the scope of the claims. Like reference numbers designate like elements throughout the specification.

At this time, it will be understood that each block of the process flow chart diagrams and combinations of the flow chart diagrams can be performed by computer program instructions. These computer program instructions may be embodied in a processor of a general purpose computer, special purpose computer, or other programmable data processing equipment, so that the instructions executed by the processor of the computer or other programmable data processing equipment are described in the flowchart block(s). It creates means to perform functions. These computer program instructions may also be stored in a computer usable or computer readable memory that can be directed to a computer or other programmable data processing equipment to implement functionality in a particular way, such that the computer usable or computer readable memory The instructions stored in are also capable of producing an article of manufacture containing instruction means that perform the functions described in the flowchart block(s).

The computer program instructions can also be loaded on a computer or other programmable data processing equipment, so that a series of operational steps are performed on the computer or other programmable data processing equipment to create a computer-executed process to generate computer or other programmable data processing equipment. Instructions for performing processing equipment may also provide steps for performing the functions described in the flowchart block(s).

Additionally, each block may represent a module, segment, or portion of code that includes one or more executable instructions for executing specified logical function(s). It should also be noted that in some alternative implementations it is possible for the functions mentioned in the blocks to occur out of order. For example, two blocks shown in succession may in fact be executed substantially concurrently, or the blocks may sometimes be executed in reverse order depending on their function.

At this time, the term '~unit' used in this embodiment means software or a hardware component such as a field-programmable gate array (FPGA) or application specific integrated circuit (ASIC), and what role does '~unit' have? perform them However, '~ part' is not limited to software or hardware. '~bu' may be configured to be in an addressable storage medium and may be configured to reproduce one or more processors. Therefore, as an example, '~unit' refers to components such as software components, object-oriented software components, class components, and task components, processes, functions, properties, and procedures. , subroutines, segments of program code, drivers, firmware, microcode, circuitry, data, databases, data structures, tables, arrays, and variables.

Functions provided within components and '~units' may be combined into smaller numbers of components and '~units' or further separated into additional components and '~units'. In addition, components and '~units' may be implemented to play one or more CPUs in a device or a secure multimedia card.

In describing the embodiments of the present invention in detail, an example of a specific system will be the main target, but the main subject matter to be claimed in this specification extends the scope disclosed herein to other communication systems and services having a similar technical background. It can be applied within a range that does not deviate greatly, and this will be possible with the judgment of those skilled in the art.

1 and 2 are diagrams illustrating a system for providing a voice call platform according to an embodiment of the present invention.

The system 1000 for providing a voice call platform according to an embodiment of the present invention requests a voice call connection from a carrier through a website and/or a mobile app, and connects to a real-time speech-to-text (STT) system during a call in real time. Voice TEXT, voice call and real-time TEXT between counselor and telecommunication company number subscriber calling by website and/or mobile app, website and/or mobile app based voice channel (and/or Alternatively, it may be to provide a service for switching to a video channel).

Referring to FIG. 1, a system 1000 for providing a voice call platform according to an embodiment of the present invention includes a call server 10, an STT engine server 20, a VoIP server 30, a communication company server 40, and/or a network 50, the call server 10 is referred to as a 'first server', the STT engine server 20 is referred to as a 'second server', and the VoIP server 30 is referred to as a 'second server'. It is called '3 server', and the communication company server 40 may be called 'fourth server' or 'external server'. In addition, as a concept including the call server 10, the STT engine server 20, the VoIP server 30, and the communication company server 40, it can be expressed as a 'central server'.

In addition, the system 1000 providing a voice call platform may further include a first terminal 60 and/or a second terminal 70 .

Referring to FIG. 3, a system 1000 for providing a voice call platform according to an embodiment of the present invention includes a central server 110, a first terminal 60, and/or a second terminal 70. can be explained as

At this time, the central server 110 includes the call server 10, the STT engine server 20, the VoIP server 30, the communication company server 40, and/or the network 50, or the call server 10 and the STT server 10. The engine server 20, the VoIP server 30, the telecommunication company server 40, and/or the network 50 may be a single device in which each role, function, configuration (component), etc. is implemented.

Also, the first terminal 60 may correspond to the first terminal 60 of FIG. 1 , and the second terminal 70 may correspond to the first terminal 70 of FIG. 1 . In addition, the first terminal 60 corresponds to a terminal (and/or device) used by a counselor who provides services to customers through the online platform of the present invention, and the second terminal 70 corresponds to a terminal used by the customer. can match

In addition, each of the call server 10, the STT engine server 20, the VoIP server 30, the communication company server 40, the network 50, the first terminal 60 and/or the second terminal 70 is a network node. It may be called a network node or may be called a network apparatus.

Also, referring to FIG. 1, the call server 10, the STT engine server 20, the VoIP server 30, and/or the communication company server 40 connect the first terminal 60 and/or the first terminal 60 through the network 50. It may be connected to the second terminal 70 through a wired or wireless network. As another example, the call server 10, the STT engine server 20, the VoIP server 30, and/or the communication company server 40 directly communicate with the first terminal 60 and/or the second terminal 70. It may be performed (determined information and / or signals may be transmitted and received).

The call server 10 may be a device implementing an interface technology enabling mutual use of call-related services. In addition, the call server 10 controls address conversion, provision of additional services, call table management, multi-point conference management, service operation management according to user level, zone management, and/or RTP (Real-time Transport Protocol) tunneling control. It performs functions such as registration of users under the call server 10's own management, a request for permission according to a voice service request, and an information message about the status of the system to receive other servers and/or terminals. , receives the result, creates a message, and delivers it to the user who requested it again.

The STT engine server 20 performs speech recognition based on STT (Speech-to-Text) technology and converts the contents into text data by interpreting the speech language input to the STT engine server 20. It may perform a function of converting (and/or converting).

On the other hand, the call server 10 converts (and/or conversion) can be done. To this end, the call server 10 and the STT engine server 20 may be linked according to a first predetermined criterion, and the text data is sent to the STT engine server 20 (and/or the call server 10). can be stored

The VoIP server 30 is a voice over Internet protocol (VoIP, voice over IP, IP telephony) device that implements technology for voice communication and delivery of multimedia sessions through an Internet Protocol (IP) network such as the Internet. can be

The communication company server 40 is, for example, a server operated by a communication company such as SKT ^TM , KT ^TM , LGU+ ^TM , and the like, and may be a device implementing technology for providing communication company services.

In addition, the terminal in the present invention, for example, a smart phone, a mobile phone, a smart TV, a set-top box, a tablet PC, a digital camera, a camcorder, an e-book reader, a digital broadcasting terminal, and PDA (Personal Digital Assistants) ), PMP (Portable Multimedia Player), navigation, MP3 player, wearable device, air conditioner, microwave oven, audio, DVD player, etc. may be included. Here, the personal computer may include a laptop computer, a desktop computer, and the like.

In addition, the VoIP server 30 includes: (1) a voice receiver for receiving a voice signal of a talker; ② an audio analysis module for obtaining speech data according to the analysis of the voice signal; ③ a matching module for automatically recognizing and processing speech data for the duration of the speech end timer window by a local index module and providing response information corresponding to the speech data; can include

In this case, the talker may be a 'counselor' who is a user of the first terminal when the voice signal is input and delivered through the first terminal, and a 'counselor' when the voice signal is input and delivered through the second terminal. 2 It may be a 'customer' who is a user of the terminal.

At this time, the matching module adapts the speech end timer window according to at least one of value information of the speech data, classification information of the speech data, and disfluency information of the speech data detected according to the speech signal analysis. It may be characterized in that the end point of the speech is determined by being variable as a result. In addition, the speech end timer window is the matching module driven by a separate local process inside the terminal device (eg, the first terminal 60 or the second terminal 70) that is distinguished from the remote automatic speech recognition system. can be varied by

In addition, the matching module classifies speech data for the duration of the speech end timer window from the voice signal, outputs response information matched to the speech data indexed from a database through the local indexing module, and In this case, response information matched by automatic recognition of the speech data may be received and outputted to the terminal device.

In addition, the matching module determines to terminate the forced speech recognition of the local automatic speech recognition process when the speech termination timer expires, or transmits a forced speech termination signal to the remote automatic voice system, so that the output processing of the response information is performed early. can be made to be performed.

In addition, in the local automatic speech recognition process using the local index module, the matching module expands the speech end timer window when a non-fluency section is identified from the classified speech data, and weights the importance of the next word to be recognized. It can be characterized by increasing.

The audio analysis module determines a noise level according to continuous level detection of the audio signal, and compares the audio signal sample to a non-silent section and a non-noise section. ), the validity information of the speech data may be determined.

4 is a block diagram showing the configuration of a server according to an embodiment of the present invention.

Referring to FIG. 4 , servers 10, 20, 30, 40, and 110 according to an embodiment of the present invention include a control module 210, a communication module 220, an input module 230, and an output module 240. , and / or may include a storage module 250, the server (10, 20, 30, 40, 110) is a website (and / or mobile app) that provides or supports the voice call platform of the present invention It can be a running server.

In addition, the servers 10, 20, 30, 40, and 110 may be implemented using web server programs, which are variously provided according to operating systems such as DOS, Windows, Linux, Unix, and Macintosh in general server hardware, for example. can

The control module 210 directly/indirectly controls the servers 10, 20, 30, 40, 110 and/or the terminals 60 and 70 to implement the operation/step/process according to an embodiment of the present invention. can do. Also, the control module 210 may include at least one processor, and the processor may include at least one central processing unit (CPU) and/or at least one graphic processing unit (GPU).

In addition, the control module 210 generates control information (eg, commands) based on API (Application Programming Interface), IoT (Internet of Things), IIoT (Industrial Internet of Things), ICT (Information & Communication Technology) technologies. can do and/or manage.

The communication module 220 may transmit and receive various types of data, signals, and information to and from the servers 10, 20, 30, 40, and 110 and/or the terminals 60 and 70. In addition, the communication module 220 may be a wireless communication module (eg, a cellular communication module, a short-distance wireless communication module, or a global navigation satellite system (GNSS) communication module) or a wired communication module (eg, a local area network (LAN) communication module, or a power line communication module).

In addition, the communication module 220 may be connected to a first network (eg, a short-range communication network such as Bluetooth, WiFi direct, or Infrared Data Association (IrDA)) or a second network (eg, a cellular network, the Internet, or a computer network (eg, LAN or WAN). ) may communicate with an external electronic device through a long-distance communication network). These various types of communication modules may be integrated into one component (eg, a single chip) or implemented as a plurality of separate components (eg, multiple chips).

The input module 230 transmits commands or data to be used to components (eg, the control module 210, etc.) of the servers 10, 20, 30, 40, and 110 and/or the terminals 60 and 70. 20, 30, 40, 110) and/or terminals 60 and 70 may be received from outside (eg, a user).

In addition, the input module 230 includes a touch recognition capable display, a touch pad, a button type recognition module, a voice recognition sensor, a microphone, a mouse, or a keyboard and the like. Here, the touch-recognizable display, touchpad, and button-type recognition module may recognize a touch through a user's body (eg, a finger) through a pressure-sensitive and/or capacitive method.

The output module 240 is generated by the controller and/or the control module 210 of the servers 10, 20, 30, 40, and 110 and/or the terminals 60 and 70 or obtained through the communication module 220. A module that displays signals (eg, audio signals), information, data, images, and/or various objects. For example, the output module 240 may include a display, a screen, a display unit, a speaker, and/or a light emitting device (eg, an LED lamp).

The storage module 250 stores data such as basic programs, application programs, and setting information for operation of the servers 10, 20, 30, 40, and 110 and/or terminals 60 and 70. In addition, the storage module is a flash memory type, a hard disk type, a multimedia card micro type, a card type memory (eg, SD or XD memory, etc.), Magnetic memory, magnetic disk, optical disk, RAM (Random Access Memory, RAM), SRAM (Static Random Access Memory), ROM (Read-Only Memory, ROM), PROM (Programmable Read-Only Memory), EEPROM (Electrically Erasable Programmable Read -Only Memory) may include at least one storage medium.

Also, the storage module 250 may store personal information of users (and/or customers) using the servers 10 , 20 , 30 , 40 , and 110 and/or the terminals 60 and 70 . Here, the personal information is a name, ID (identifier), password, resident registration number, road name address, phone number, mobile phone number, e-mail address, and/or a reward (eg, points, etc.) generated by the management server 110. ) may be included.

In addition, the control module 210 can perform various operations using various images, programs, contents, data, etc. stored in the storage module 250 .

5 to 7 are flowcharts illustrating a method according to an embodiment of the present invention.

The service providing server in the present invention may correspond to the call server 10 and/or the STT engine server 20, or may be a device including the functions and/or configurations of the call server 10 and the STT engine server 20. there is.

Referring to FIG. 5 , the method according to an embodiment of the present invention may include receiving, by the first terminal 60, a call connection request from a first user (S310).

For example, the service providing server may operate a website and/or mobile application of the online platform of the present invention, and transmit information (and/or signals) about the website and/or mobile application to the first It can transmit/receive with the terminal 60 and/or the second terminal 70.

The call connection request may be input through an input module (eg, a touch recognition display) of the first terminal 60 on which the website and/or mobile app are executed.

In the method, the first terminal 60 forwards a request message to the service providing server based on the call connection request, and brokers (and/or relays) the call connection between the first terminal 60 and the service providing server. It may include the step of doing (S320).

The method may include a step of converting and/or converting, by the service providing server, the web voice transmitted from the first terminal 60 into the voice of the carrier based on the request message (S330).

At this time, the web voice (and/or information on the web voice) may be included in the request message.

In the method, the first terminal 60 forwards a request message to the service providing server based on the call connection request, and brokers (and/or relays) the call connection between the first terminal 60 and the service providing server. It may include the step of doing (S340).

The method may include changing the phone number by the VoIP server 30 (S350).

For example, the VoIP server 30 may change (and/or reset) the phone number corresponding to the first terminal 60 included in the request message to another phone number according to a predetermined second criterion. . For example, the VoIP server 30 may change (and/or reset) the 070 number corresponding to the first terminal 60 to the 010 number corresponding to the communication company server 40 and/or the second terminal 70. there is.

For example, the VoIP server 30 may perform the next step S360 without changing (and/or resetting) the phone number corresponding to the first terminal 60 when the predetermined second criterion is not satisfied. .

In the method, the VoIP server 30 forwards a request message to a communication company server based on a call connection request, and mediates (and/or relays) a call connection between the VoIP server 30 and the communication company server 40. Steps may be included (S360).

In the method, the communication company server 40 transmits a request message to the second terminal 70 based on the call connection request, and mediates the call connection between the communication company server 40 and the second terminal 70 (and / or relaying) may be included (S370).

The method may include establishing a call connection between the first terminal 60 and the second terminal 70 (S380).

At this time, the call connection between the first terminal 60 and the second terminal 70 is implemented in a Web-based interface (eg, the online platform of the present invention) in the first terminal 60, and the second terminal ( 70) may be implemented through a carrier-based interface.

Referring to FIG. 6 , the method according to an embodiment of the present invention may include receiving, by a second terminal, a call connection request from a first user (S410).

For example, the central server may operate a website and/or mobile application of the online platform of the present invention, and transmit information (and/or signals) about the website and/or mobile application to the first terminal. and/or transmit/receive with the second terminal.

The call connection request may be input through an input module (eg, a touch recognition display) of the second terminal on which the website and/or mobile app is executed.

The method may include transmitting a request message to a communication company server based on a call connection request by a second terminal, and mediating (and/or relaying) a call connection between the second terminal and the communication company server ( S420).

The method may include a step of the communication company server forwarding the request message to the VoIP server, and mediating (and/or relaying) a call connection between the communication company server and the VoIP server (S430).

The method may include a step in which the VoIP server transfers the request message to the service providing server, and mediating (and/or relaying) a call connection between the VoIP server and the service providing server (S440).

The method may include a step of converting (and/or converting), by the service providing server, voice of a carrier to Web voice (S450).

The service providing server may, for example, convert (and/or convert) voice from a carrier to Web voice based on a call connection request included in the request message and/or information about the second terminal included in the request message. there is.

The method may include a step in which a service providing server delivers a request message to a first terminal, and brokering (and/or relaying) a call connection between the service providing server and the first terminal (S460).

The method may include connecting a call between a first terminal and a second terminal (S470).

For example, the service providing server, the VoIP server, and the communication company server may mediate (and/or relay) a call connection between the first terminal and the second terminal.

8 is a diagram illustrating a system for providing a voice call platform according to an embodiment of the present invention.

9 and 10 are flowcharts illustrating a method according to an embodiment of the present invention.

An embodiment of the present invention corresponding to the flowcharts of FIGS. 9 and 10 may be implemented by each component of the system shown in FIG. 8 .

Meanwhile, a first web communication channel for performing web-based communication may be formed between the first terminal and the central server, and the first web communication channel transmits a signal (and/or information) for the web-based communication. In order to provide an environment for transmitting and receiving, a predetermined first frequency, a first bandwidth, and a first intensity may be set.

In addition, a communication company-based communication channel (which may be referred to as a 'communication company communication channel') for performing communication company (network)-based communication may be formed between the central server and the second terminal, and the communication company communication channel is the communication company ( In order to provide an environment for transmitting and receiving a signal (and/or information) for communication based on a network, a second frequency, a second bandwidth, and a second intensity may be set.

In addition, the carrier channel may correspond to a channel for 3G, LTE, or 5G communication defined in the 3GPP standard, or may be a channel having characteristics corresponding thereto.

Referring to FIG. 9 , the method according to an embodiment of the present invention may include receiving, by a first terminal, an SMS transmission connection request from a first user (S610).

For example, the central server may operate a website and/or mobile application of the online platform of the present invention, and transmit information (and/or signals) about the website and/or mobile application to the first terminal. and/or transmit/receive with the second terminal.

The SMS transmission connection request may be input through an input module (eg, a touch recognition display) of the first terminal where the website and/or mobile app is executed.

The method may include transmitting, by the first terminal, an SMS transmission request message to the central server (S620).

At this time, the SMS transmission request message may be for delivering an SMS link for switching to Web-based communication to the second terminal of the second user, which is a customer.

The method may include transmitting, by the central server, an SMS transmission request message to the second terminal (S630).

However, depending on the situation of the second terminal, the central server may not deliver the SMS transmission request message to the second terminal. For example, when the second terminal implements communication and/or connection based on a voice call and/or video call with another terminal, the central server controls the SMS transmission request message not to be delivered to the second terminal. You may.

The method may include displaying, by the second terminal, information indicating the SMS link (S640).

Meanwhile, the SMS link may be delivered in the form of ① a text message, and/or ② through a website and/or mobile app based on the online platform.

The method may include receiving, by the second terminal, an input corresponding to information indicating an SMS link (S650).

For example, a website and/or mobile application of the online platform of the present invention may be executed in the second terminal, and the second user of the second terminal sends the SMS through the website and/or mobile application. A connection request may be input (or a button, page, object, etc. for the SMS transmission connection request may be selected).

The method may include connecting a voice call and/or a video call between the central server and the second terminal (S660).

The central server may receive, for example, an SMS transmission request input through the first terminal from the first terminal, and create a new channel for connecting a voice call or a video call.

The central server may create a second web communication channel, which is a new channel for connecting a web-based voice call or video call between the central server and the second terminal, for example.

The central server, for example, creates a second web communication channel, which is a new channel, controls to stop the connection of the communication company communication channel, and transmits information indicating the second web communication channel to the first terminal; A call connection based on the online platform may be brokered between the first terminal and the second terminal using the second web communication channel.

The second web communication channel may have a predetermined third frequency, a third bandwidth, and a third strength in order to provide an environment for transmitting and receiving signals (and/or information) for the web-based communication. The third frequency may be the same as or different from the first frequency, the third bandwidth may be the same as or different from the first bandwidth, and the third intensity may be the same as or different from the first intensity.

Meanwhile, the central server 20 sets the third frequency equal to or different from the first frequency according to whether a predetermined third criterion is satisfied, and sets the third bandwidth equal to or different from the first bandwidth. may be set, and the third intensity and the first intensity may be set to be the same or different.

The method may include transmitting, by the central server, information indicating connection of a new channel to the first terminal (S670).

The method may include displaying, by the first terminal, information indicating connection of a new channel, that is, a second Web communication channel (S680).

The method may include transmitting, by the first terminal, information requesting disconnection of an existing voice call to a central server (S690).

The method may include stopping, by the central server, connection of an existing voice call (S700).

The central server 20 may, for example, control to stop the connection of the communication company communication channel, or change and/or reset the communication company communication channel to a second Web communication channel. Alternatively, the central server 20 may control to stop the connection of the communication company communication channel, and create (and/or connect) the second web communication channel to the communication company communication channel.

The method may include a step of establishing a web-based call connection between the first terminal and the second terminal (S710).

Through this, the first terminal 60 and the second terminal 70 may be a result of performing (Web-based) communication with each other without using a communication channel (or communication network) of a communication company.

To this end, the central server 20 may share information on the second web communication channel to the second terminal and/or the first terminal. The information on the second web communication channel may include information indicating a third frequency, a third bandwidth, and a third intensity.

In addition, an embodiment of the present invention may further include the following features.

The central server 20 suspends web-based communication and generates a request message requesting or recommending communication company-based communication again, depending on whether a predetermined fourth criterion is satisfied. It may be delivered (and/or shared) to the terminal and/or the second terminal. In response to the request message, a response message in which the first terminal and/or the second terminal requests or responds to communication company-based communication is transmitted to the central server 20 through the first terminal and/or the second terminal. Upon delivery, the central server 20 disconnects (and/or suspends) the second Web communication channel, recreates the existing carrier communication channel, or has a different nature from the existing carrier communication channel (eg; A new carrier communication channel having a fourth frequency, a fourth bandwidth, and a fourth strength) may be created (and/or established).

Also, as described above, the central server 20 sets the third frequency to be the same as or different from the first frequency according to whether a predetermined fifth criterion is satisfied, and sets the third bandwidth to the first bandwidth. may be set the same as or different from , and the third intensity and the first intensity may be set (and/or reset) to be the same or different.

The fourth criterion or the fifth criterion may be, for example, the number of counselors registered (or connected in real time) to the online platform of the present invention, (or registered in real time) (connected in real time) to the online platform (the counselor number of first terminals (corresponding to ), number of customers registered (or connected in real time) to the online platform, and second terminals (corresponding to) registered (or connected in real time) to the online platform. The number of cases, the number of non-face-to-face counseling cases in progress in real time through the online platform, the ratio of the number of cases using web-based communication to the total number among the non-face-to-face consultation cases in progress in real time through the online platform, the central server ( 20) and the second terminal 70 may be based on at least one of ratios of web-based channels (eg, second web communication channels) among channels connected to each other.

For example, the fourth criterion may be a criterion satisfied when the number of customers connected to the online platform in real time compared to the number of counselors connected to the online platform in real time exceeds a predetermined first threshold. This can be seen as a situation in which customer management is necessary to some extent when the number of customers is too large compared to the counselor. This is in consideration of the fact that web-based communication (channel)-based non-face-to-face counseling services are more efficient. This is because the communication company server is not a server directly managed by a server (eg, a service providing server, a central server) providing the online platform of the present invention.

For example, the fifth criterion is that the ratio of the number of cases using web-based communication to the total number of non-face-to-face counseling cases in progress in real time through the online platform of the present invention exceeds the first threshold rate, or the central server ( 20) and the second terminal 70 may be satisfied when the ratio of the web-based channel (eg, the second web communication channel) among the channels connected to the second terminal 70 exceeds the second threshold ratio. This is in consideration of the fact that when there are too many channels for web-based communication related to the present invention, it is necessary to set different properties for each web-based channel. That is, it is to prevent delays or communication collisions in using the online platform of the present invention by a plurality of counselors and/or customers by distributing the channels, and to provide a smooth communication environment.

Embodiments of the present invention disclosed in this specification and drawings are only presented as specific examples to easily explain the technical content of the present invention and help understanding of the present invention, and are not intended to limit the scope of the present invention. That is, it is obvious to those skilled in the art that other modifications based on the technical idea of the present invention can be implemented. In addition, each of the above embodiments can be operated in combination with each other as needed. For example, all embodiments of the present invention are implemented by the system 1000, servers 10, 20, 30, 40, 110, service providing server, central server) and/or terminals 60 and 70 by combining parts with each other. It can be.

In addition, the method for controlling the system 1000, the servers 10, 20, 30, 40, 110, the service providing server, the central server) and/or the terminals 60 and 70 according to the present invention is performed through various computer means. It may be implemented in the form of program instructions that can be executed and recorded on a computer readable medium.

As such, various embodiments of the present invention may be implemented as computer readable codes in a computer readable recording medium from a specific point of view. A computer readable recording medium is any data storage device capable of storing data readable by a computer system. Examples of computer readable recording media include read only memory (ROM), random access memory (RAM), and compact disk-read only memory (CD-ROM). ), magnetic tapes, floppy disks, optical data storage devices, and carrier waves (such as data transmission over the Internet). The computer readable recording medium may also be distributed across networked computer systems, so that computer readable code is stored and executed in a distributed manner. In addition, functional programs, code, and code segments for achieving various embodiments of the present invention can be easily interpreted by programmers skilled in the field to which the present invention is applied.

It will also be appreciated that the apparatus and method according to various embodiments of the present invention can be realized in the form of hardware, software, or a combination of hardware and software. Such software may include, for example, volatile or non-volatile storage devices such as ROM, whether removable or rewritable, or memory, such as RAM, memory chips, devices or integrated circuits, or For example, it may be stored in an optically or magnetically recordable and machine (eg, computer) readable storage medium such as a compact disk (CD), DVD, magnetic disk, or magnetic tape. Methods according to various embodiments of the present invention may be implemented by a computer or portable terminal including a control unit (and/or control module 210) and a memory, and the memory may be implemented with instructions for implementing the embodiments of the present invention. It will be appreciated that this is an example of a machine-readable storage medium suitable for storing a program or programs including those.

Accordingly, the present invention includes a program including code for implementing the device or method described in the claims of this specification and a storage medium readable by a machine (such as a computer) storing such a program. In addition, such a program may be transmitted electronically through any medium, such as a communication signal transmitted through a wired or wireless connection, and the present invention appropriately includes equivalents thereto.

Embodiments of the present invention disclosed in the present specification and drawings are merely presented as specific examples to easily explain the technical content of the present invention and help understanding of the present invention, and are not intended to limit the scope of the present invention. In addition, the embodiments according to the present invention described above are merely exemplary, and those skilled in the art will understand that various modifications and embodiments of equivalent range are possible therefrom. Therefore, the true technical protection scope of the present invention should be defined by the following claims.

Claims (1)

In a system providing a call connection service using a plurality of channels,
A central server operating the online platform;
A first terminal used by counselors of the online platform; and
a second terminal used by a customer of the online platform; including,
The first terminal is:
Running at least one of the website or mobile app based on the online platform;
Receiving a call connection request from a user of the first terminal;
The central server:
receiving the call connection request through the online platform;
Brokering a call connection between the first terminal and the second terminal, and transmitting information indicating a phone number reset based on the phone number of the first terminal and information on the second terminal to the second terminal; ,
If a criterion based on a user's input signal of the first terminal input through the online platform is satisfied, the reset phone number is generated, but if the criterion is not satisfied, the reset phone number is not generated. do,
The central server:
Receiving an SMS transmission request message including an SMS transmission request input through the first terminal from the first terminal;
Creating a first channel for connecting a voice call or a video call with the second terminal;
Delivering the SMS transmission request message to the second terminal;
When an input corresponding to the SMS transmission request message input by the second terminal is received from the second terminal, a second channel that is a new channel for web communication is created;
Control to stop the connection of the first channel;
Delivering information indicating the second channel to the first terminal;
Brokering the online platform-based call connection between the first terminal and the second terminal using the second channel;
The central server:
When the number of customers connected to the online platform in real time compared to the number of counselors connected to the online platform in real time exceeds a predetermined threshold, a message requesting or recommending stopping the web communication based on the second channel is sent. transmitting to at least one of the first terminal and the second terminal;
When receiving a response message from at least one of the first terminal and the second terminal, disconnecting the second channel and creating a third channel, which is a new channel based on a carrier,
The third channel includes the number of counselors connected to the online platform in real time, the number of non-face-to-face counseling cases in progress in real time through the online platform, and the total number of non-face-to-face consultation cases in progress in real time through the online platform. Depending on whether a predetermined criterion based on at least one of the ratio of the number of cases of using web-based communication is satisfied, the frequency, bandwidth, and intensity of the same or different characteristics from the frequency, bandwidth, and intensity of the first channel A system for providing a call connection service using a plurality of channels, characterized in that it is divided and set to have.

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