RU49309U1 - CALL PROCESSING SYSTEM - Google Patents

Abstract

The call processing system includes many automated operator workstations, a call routing device, a computer-telephone integration server, a mail message server, an email message processing device, an administrator workstation, an automatic voice interaction device with a client, a call recording device, a reference data storage device, event registration and storage device, report generation device, external integration device and systems, a sound recording device, a data backup device, connections between these system components are implemented on the basis of a telecommunication network that provides joint transmission of voice traffic and data graphics.

Description

The utility model relates to the field of information and telecommunication technologies, namely, to computer telephony and can be used, in particular, for the automatic processing of a large number of both telephone calls and messages received by e-mail and through an Internet portal.

Telephone call processing systems are most often created to effectively service incoming customer calls and organize outgoing contacts with customers. Most often, these systems are used in the financial sector, in telecommunications, in trade (both traditional and via the Internet), as well as in information services of various government and other structures providing services to the population.

A known call processing system is described, for example, in US application US2005047579 (H 04 M 3/00; H 04 M 5/00). This system is designed to provide real-time consumers with answers to telephone inquiries. However, the known system does not allow processing messages received over the Internet, which is due to the design features of the system (the system does not have components that process mail messages).

Closest to the claimed is the call processing system described in US patent (US patent No. 6389132 N 04 M 003/00), which includes many operator jobs, call routing device, client data storage device, computer-telephone integration server , mail server, mail processing device.

The disadvantages of this system include the lack of redundancy, which reduces the fault tolerance of the system.

The problem to which the claimed utility model is directed is to create a highly efficient and fault-tolerant automated system for processing both telephone calls and messages received by e-mail and via the Internet, capable of processing a large number of calls in real time.

The technical result achieved by using the claimed utility model is to increase the operational properties of the system, in particular, increase its fault tolerance and ergonomics.

This problem is solved, and the technical result is achieved due to the fact that the administrator’s automated workstation and an automatic device are additionally introduced into the system, which includes many automated operator workstations, a call routing device, a computer-telephone integration server, a mail message server, a mail processing device voice interaction with the client, call registration device, reference data storage device, registration device and x injuring event data, a reporting device, an integration device with external systems, a sound recording device, a data backup device. Moreover, the computer-telephone integration server is made in the form of a cluster of at least two servers to provide real-time backup of the processor complex.

System fault tolerance is enhanced by connecting a data backup device and the administrator’s workstation to the system, providing centralized management of the devices that make up the system, monitoring the status of system resources, managing call load and operator work in

real-time mode, and also due to the fact that the computer-telephone integration server is designed as a cluster of at least two servers to provide real-time backup of the processor complex.

Ergonomics of the system is ensured by the inclusion in the system of an automatic device for voice interaction with a client, a device for storing reference data, a device for generating reports, and a device for recording sound. The reference data storage device allows you to quickly obtain information necessary for the operator in order to answer customer questions. Using an automatic device for verbal interaction with a client can significantly increase the efficiency of the operator and without delay answer frequently asked clients questions. A sound recorder simplifies operator control, making the system more reliable. The reporting device allows you to quickly obtain information about the system in the form convenient for further analysis of the information received.

The claimed technical solution of the utility model is illustrated by a block diagram of the system (see Fig.).

The system consists of many automated workstations of operator 1, call routing device 2, event recording and storage device 3, computer-telephone integration server 4, mail server 5, mail processing device 6, automated workstation of administrator 7, automatic device voice interaction with clients 8, call recording devices 9, reference data storage devices 10, report generation devices 11, external integration devices E systems 12, recording device 13, the data backup device 14, a telephone control unit 15, a telephone operator 16 and business telephone station 17.

The automated workstations of the administrator 7 are connected to the device for automatic voice interaction with clients 8, to the call recording device 9 and to the reference data storage device 10.

The device for automatic voice interaction with clients 8 is connected to the call recording device 9, to the reference data storage device 10, to the call routing device 2, and to the administrator's automated workstation 7.

The call recording device 9 is connected to the operator’s automated workstation 1, to the administrator’s automated workstation 7, to the data backup device 14 and to the device for automatic voice interaction with clients 8.

The reference data storage device 10 is connected to the administrator's workstation 7, with an automatic voice interaction device with clients 8, with a data backup device 14 and with the operator's automated workstation 1.

An event recording and storage device 3 is connected to an automatic voice interaction device with clients 8, a call routing device 2, a data backup device 14, and a reporting device 11.

The call routing device 2 is connected to a device for recording and storing data about events 3, with an automatic voice communication device with clients 8, and with a computer-telephone integration server 4.

Mail server 5 is connected to a mail processing device 6.

The device for processing mail messages 6 is connected with the mail server 5 and with the automated workstation of the operator 1.

The computer-telephone integration server 4 is connected to an integration device with external systems 12, to a call routing device 2, and to a telephone control device 15.

The integration device with external systems 12 is connected to the server of computer-telephone integration 4 and with the automated workstation of the operator 1.

The telephone control device 15 is connected to a computer-telephone integration server 4, with a sound recording device 13, with an operator telephone 16 and with a corporate telephone exchange 17.

The sound recording device 13 is connected to a data backup device 14, with a telephone control device 15.

The automated workstation of the operator 1 is connected to the device for processing mail messages 6, to the device for integration with external devices 12, to the device for recording calls 9 and to the storage device for reference data 10.

The data backup device 14 is connected to a call recording device 9, a reference data storage device 10, an event data recording and storage device 3 and a sound recording device 13.

Connections between system components are implemented on the basis of a well-known network (IP-telephony), which provides joint transmission of voice and data traffic.

Automated workstation of the operator 1 provides the opportunity for the operator (agent)

- Manage the telephone connection: receive a call, hold the connection, establish an outgoing connection, redirect the call to another operator / administrator / other party,

- generate information (data) about telephone calls received by the system for storage;

- generate information for storage about all calls received via Internet portals (feedback messages, vacancies, product applications, Internet conversations);

- receive information (data) about customers and the history of their interaction with the call processing system;

- take into account and monitor the current state of applications received by phone and over the Internet;

- receive information from a single source of reference information;

- monitor the status of customer complaints received through the call processing system;

- make outgoing calls in accordance with specified scenarios;

- control the quality of customer service.

Automated workstation of operator 1 can be implemented on the basis of a well-known computer device, for example, a workstation with an Intel Celeron 2.4 Mhz processor, with 256 MB RAM and a 19 "LCD monitor.

Call routing device 2 is designed for automatic distribution of voice and e-mail calls and provides intelligent distribution of various types of calls in accordance with specified routing algorithms.

Call routing device 2 can be implemented on the basis of a well-known computer device, for example, the Kraftway GEG Express ISP ES22 server (2 * Xeon 2400, 2.5 GB RAM, RAID, 4 × 36 Gb) running Microsoft Windows 2000 Server using well-known software e.g. Cisco SW CallMgr 4.0,

The computer-telephone integration server 4 is a communication device that provides the use of a data network to control incoming and outgoing calls and transfer information about calls to the call routing device. The computer-telephone integration server is configured as a cluster of at least two servers.

Server computer-telephone integration 4 can be implemented on the basis of well-known computer devices, for example Kraftway GEG Express ISP ES22 (2 * Xeon 2400, 2.5 GB RAM, RAID, 4 × 36 Gb) running Microsoft Windows 2000 Server, using the well-known software such as Cisco IP Telephony Solution,

The mail server 5 provides receiving mail messages on telecommunication channels.

The mail server 5 can be implemented on the basis of well-known computer devices, for example, manufactured by IBM Corporation, using well-known software, for example, Lotus Notes,

The device for processing mail messages 6 provides processing of messages received in the system by automatically routing the received messages depending on the message components according to various scenarios and algorithms (including sending them to a particular operator / group of operators).

The mail processing device 6 can be implemented on the basis of well-known computer devices, for example, Kraftway GEG Express ISP ES22 (2 * Xeon 2400, 2.5 GB RAM, RAID, 4 × 36 Gb) running Microsoft Windows 2000 Server using well-known software for example, Cisco IP Contact Center solutions,

The device for automatic voice interaction with customers 8 provides voice interaction with customers without operator intervention. This device is designed to organize interactive automatic call processing using voice menus and scripts to provide voiced information.

An automatic voice interaction device 8 with clients can be implemented on the basis of well-known equipment, for example, Kraftway GEG Express ISP ES22 (2 * Xeon 2400, 2.5 GB RAM, RAID, 4 × 36 Gb) running Microsoft Windows 2000 Server, using the well-known software, such as Cisco CRS (Customer Response Solution) systems,

The call registration device 9 provides registration of all calls received in the system and storage of registration data about each call.

Call logging device 9 can be implemented on the basis of a well-known computer device, for example, Kraftway GEG Express ISP ES22 (2 * Xeon 2667, 4 GB RAM, RAID, 6 * 36 GB) running Microsoft Windows 2003 Server,

The device for recording and storing data about events 3 provides registration of all events occurring in the system (by events we mean any action carried out by the system in connection with an incoming call) and the storage of data about all events.

Event recording and storage device 3 can be implemented on the basis of a well-known computer device, for example, Kraftway GEG Express ISP ES22 (2 * Xeon 2667, 4 GB RAM, PAID, 6 * 36 GB) running Microsoft Windows 2003 Server,

The storage device for reference data 10 provides storage of reference data, which include, for example, data on potential customers, data related to the activities of the enterprise, the operator needs to respond to requests, etc.) and online access to the specified data.

Reference data storage device 10 can be implemented on the basis of a well-known computer device, for example, Kraftway GEG Express ISP ES22 (2 * Xeon 2667, 4 GB RAM, RAID, 6 * 36 GB) running Microsoft Windows 2003 Server,

The reporting device 11 is designed to collect statistical information and historical data (history of interaction with customers) and provides the generation of reports in a given form, their viewing and transmission to other devices.

Reporting device 11 can be implemented on the basis of a well-known computer device, for example, Kraftway GEG Express ISP ES22 (2 * Xeon 2667, 4 GB RAM, RAID, 6 * 36 GB) running Microsoft Windows 2003 Server,

The integration device with external systems 12 provides interaction with external systems, for example, with an IP telephony system.

The integration device with external systems 12 can be implemented on the basis of a well-known computer device, for example Kraftway GEG Express ISP ES22 (2 * Xeon 2400, 2.5 GB RAM, RAID, 4 × 36 Gb) running Microsoft Windows 2000 Server, using the well-known software, for example, the Cisco IP Contact Center solution (PG subsystem for integration with external devices),

The sound recording device 13 provides audio recording of all telephone conversations of operators with customers, maintaining a catalog of recorded fragments, archiving recorded fragments to external media and listening to recorded conversations.

Sound recorder 13 can be implemented on the basis of a well-known computer device, for example, Kraftway GEG Express ISP ES22 (2 * Xeon 2400, 2.5 GB RAM, RAID, 4 × 36 Gb) running Microsoft Windows 2000 Server, using well-known software e.g. Cisco Voice GW,

The data backup device 14 provides backup and storage of data related to system and application system configuration files, historical reporting and system system logs, recorded IP Soft Recording conversations, application system database files and OS system databases.

Data backup device 14 can be implemented on the basis of a well-known computer device, for example, Server OST (Intel Xeon CPU 2.8-512-533 x1 pc., Server Board SE7501CW2 (DP Xeon (r) Server Platform) "Clearwater 533", Server Case SC5200 HUDSON III KDK RACK KDK (HSRP 650W 2 + 1) HDD, using well-known software, for example, BrightStor ARCserve Backup r 11.1 for Windows,

The telephone control device 15 provides connection and shutdown of telephone operators.

The telephone control device 15 may be implemented on the basis of well-known Avaya equipment.

The automated workstation of administrator 7 provides administration (management of the system configuration), monitoring the status of system components, collecting and analyzing statistics.

Administrator workstation 7 can be implemented on the basis of a well-known computer device, for example Kraftway running Microsoft Windows 2000 Server, using well-known software, for example, Cisco IP Contact Center, ... ... ... ....

The inventive system operates as follows.

The system receives a call through the communication channels. For example, a call to the system is received by telephone. This call in the form of a specific signal corresponding to the telephone call is received in the device for automated voice interaction with clients 8, which in response to the call generates a voice message to the client with a suggestion of the choice of interaction options. Depending on the

made by pressing a certain key on the phone by the client of choice, the device for automated voice interaction with clients 8 operates in accordance with the scenario specified by the choice of client. In this case, the device for automated voice interaction with clients 8 transmits data about the incoming call to the call registration device 9, where the data characterizing the call is recorded in the database and they are assigned registration data, and to the device for recording and storing event data 3, where registration and recording of data characterizing the call, and data related to the actions of the system associated with the call. In the case when it is necessary to use reference data to respond to an incoming request, the automated voice interaction device with clients 8 generates a corresponding request to the reference data storage device 10 and transfers it to the specified device 10, in which the requested data is searched, a response to the request is generated, and transmit it to the device for automated voice interaction with clients 8, from which in the form of a voice message these data are received by telephone to the client. If the response to the client’s request cannot be generated automatically (the request is beyond the scope of the given scenarios), the automated voice interaction device with clients 8 transfers the call to the operator for processing. In this case, the signal from the device for automatic voice interaction with clients 8 is transmitted to a routing device 2, which, on the basis of the received signal, generates a signal for transmission to the device for recording and storing event data 3, by means of which it transmits data to the indicated device that an event has occurred ( a telephone call has arrived, the answer to which must be prepared by the operator), routing device 2 also transmits the received signal to the computer-telephone integration server 4. Comp server uterine-telephone integration 4 generates a control command, which is sent to the telephone control device 15, which, on the basis of the received command, transfers the call to the telephone of the operator 16. At the same time, a sound recording device 13 is connected to the telephone of the operator 16 to record a conversation 13. From the computer-telephone integration server 4, through an integration device with external systems 12, a signal about a past call corresponding to the data characterizing the call (for example, a phone number the client is calling from). Based on the received data in the automated workplace of operator 1, a request is generated to search for data corresponding to the history of interaction with the called customer. The generated request is sent to the reference data storage device 10 and to the call recording device 9. In these devices, the requested data is searched and a corresponding response is generated, which is transmitted to the operator’s workstation 1, where the found information is displayed on a computer screen. Thus, the operator is able to promptly receive information about the client from whom the call was received and, therefore, to interact more effectively with the client.

If the call arrives in the form of an electronic message, it enters the mail server 5, from which it is transmitted to the mail message processing device 6. From this device 6, the message arrives at the operator’s workstation 1, where, based on data characterizing the incoming message, form a request to search for data corresponding to the history of interaction with the client who sent the message. The generated request is sent to the reference data storage device 10 and to the call registration device 9. In the latter, an incoming message is recorded. In these devices, they search for the requested data and form the corresponding response, which is transmitted to an automated

operator’s workstation 1, where the operator can use the received information in preparing a response to the incoming mail message. The generated response is transmitted through the device for processing mail messages 6 and through the mail server 5 to the email address of the client.

During operation of the system, the data backup device 14 is configured in a special way to indicate the exact location of the data intended for backup (server, database, etc.), and the frequency and time of the backup are set. Data backup is carried out automatically according to a specified schedule or in manual mode (by special request) with the help of this device on magnetic tapes. Data recovery is performed manually by special request.

If necessary, at the request received from the administrator’s workstation 7, the reporting device 11 generates a report in accordance with the form specified in the request and transfers it to the administrator’s workstation 7.

Claims (2)

1. A call processing system, including many automated workstations of the operator, a call routing device, a computer-telephone integration server, a mail message server, a mail message processing device, characterized in that the system also includes: an administrator workstation, an automatic voice interaction device with a client, a call recording device, a reference data storage device, an event data recording and storage device, a device reporting, an integration device with external systems, a sound recorder, a data backup device, connections between these system components are implemented on the basis of a telecommunication network that provides joint transmission of voice and data graphics, while the administrator’s workstation is connected to an automatic voice interaction device with clients, with a call recording device and with a reference data storage device, the device automatically of voice communication with clients is connected to a call recording device, to a reference data storage device, to a call routing device, to an administrator's automated workstation, a call recording device is connected to an operator's automated workstation, to an administrator's automated workstation, to a data backup device, and to a device for automatic voice interaction with clients; a reference data storage device is connected to the administrator's workstation a strator, with an automatic voice interaction device with clients, a data backup device and an operator's automated workstation, an event data recording and storage device is connected to an automatic voice interaction device with clients, a call routing device, a data backup device and a device for generating reports, the call routing device is connected to the device for recording and storing event data, with an automatic speech device interaction with clients, with the computer-telephone integration server, the mail server is connected to the mail processing device, the mail processing device is connected to the mail server and the operator’s workstation, the computer-telephone integration server is connected to the integration device with external systems , with a call routing device, an integration device with external systems is connected to the computer-telephone integration server and to the automation the operator’s workstation, the sound recording device is connected to the data backup device, the operator’s automated workstation is connected to the mail message processing device, to the integration device with external devices, to the call recording device and to the reference data storage device, the data backup device is connected to the recording device calls, a reference data storage device, an event recording and storage device, and a sound recording device. 2. The system according to claim 1, characterized in that the computer-telephone integration server is made in the form of a cluster of at least two servers.