WO2007114613A1 - Procédé pour services d'appel d'un centre d'appel équipé d'un système de messagerie intégré - Google Patents

Procédé pour services d'appel d'un centre d'appel équipé d'un système de messagerie intégré Download PDF

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Publication number
WO2007114613A1
WO2007114613A1 PCT/KR2007/001585 KR2007001585W WO2007114613A1 WO 2007114613 A1 WO2007114613 A1 WO 2007114613A1 KR 2007001585 W KR2007001585 W KR 2007001585W WO 2007114613 A1 WO2007114613 A1 WO 2007114613A1
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WO
WIPO (PCT)
Prior art keywords
service
customer
call
mobile communication
signal
Prior art date
Application number
PCT/KR2007/001585
Other languages
English (en)
Inventor
Keun Young Lee
Original Assignee
Keun Young Lee
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Keun Young Lee filed Critical Keun Young Lee
Publication of WO2007114613A1 publication Critical patent/WO2007114613A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13034—A/D conversion, code compression/expansion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13093—Personal computer, PC
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13098—Mobile subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/12—Messaging; Mailboxes; Announcements

Definitions

  • This description relates to a multi-functional call service method using mobile communication means, and more particularly to a multi-functional call service method using mobile communication means configured to variably combine a mobile communication network-based position recognition system and a functional call service, thereby enabling to simply transmit his or her own location and to selectively receive a desired call service.
  • Background Art
  • an order system via a call center is such that a plurality of counselors stand by at all times, who in turn grasp the kind and quantity of orders provided via calls from mobile communication means (typically referred to as mobile phone) of an orderer, and select an order provider appropriate to an ordered merchandise list, and transmit ordered merchandise(s) to the orderer.
  • mobile communication means typically referred to as mobile phone
  • the above-explained call center is a system operated in such a manner that plural counselors must stand by at all times, store the ordered merchandise list in a separate server, check the list, select an order provider located nearest to the orderer and notify the orderer the nearest- located order provider.
  • the present inventive concept is disclosed to serve the purpose of the above- mentioned requirement and an object is to provide a multi-functional call service method configured to select a desired service by a simple manipulation of mobile communication means such as mobile phones and PDAs (Personal Digital Assistants).
  • the present invention has integrated a Private Branch Exchange (PBX) which is a main system of a typical call center and personalized customer counseling service into an integrated messaging system to thereby enable to provide a new marketing and business operation method.
  • PBX Private Branch Exchange
  • the integrated messaging system is a system where an automatic guide system, an automatic call system, a database and the like are integrated.
  • the messaging system can deal with at one time a unit operation covering, such as but not limited thereto, a customer check, requirement reception, information acquisition typically borne by call center counselors to allow a customer to be guided to a desired service list, or to directly select the list, thereby enabling the customer and a service provider to be interconnected.
  • a unit operation covering such as but not limited thereto, a customer check, requirement reception, information acquisition typically borne by call center counselors to allow a customer to be guided to a desired service list, or to directly select the list, thereby enabling the customer and a service provider to be interconnected.
  • the integrated messaging system according to the present invention can be provided with a location of mobile communication means owned by a customer from a mobile communication exchange to allow searching for an optimal shortest- distanced service provider suitable to the service required by the customer and transmitting the information thereof to the customer.
  • a multi-functional call service method of a call center equipped with an integrated messaging system is operated in such a fashion that a mobile communication network-based position recognition system and a functional call service are variably combined to remarkably reduce an unnecessary standby time of a customer provided with manual services by counselors and to dispense with separate counselors except for manipulating operators as a result of using the automatic integrated messaging system, thereby producing an effect of reduced labor costs, and enabling to create an enhanced reliability of outstanding service quality as a result of using easy and simple service frequency.
  • FIG. 1 is a schematic view illustrating a multilaterally-communicated situation amo ng customers, a call center, a mobile communication exchange and service providers.
  • FIG.2 is a schematic diagram illustrating a structure of CTI (Computer Telephony
  • Integrated) system comprising a messaging system according to the present invention.
  • FIG.3 is an operational diagram of a multi-functional call service method in a call center equipped with an integrated messaging system according to the present invention.
  • a multi-functional call service method of a call center including a CTI (Computer Telephony Integrated) system comprising an integrated messaging system using a computer and grasping a transmission location of a service requesting customer and a service provider based on jurisdiction of a mobile communication exchange to connect calls, the method comprising:
  • Implementations of this aspect may include one or more of the following features.
  • the CTI system in the first step includes an automatic guide system, an automatic call system, texts, a voice change system and database, which in turn are physically interconnected.
  • the service class is listed up with one or more categories of businesses selected from a group of emergency crisis rescue, driving by proxy (proxy driving), taxi, catering service, legal service, taxation service, quick door-to-door delivery service, real estate information, flower delivery service, wedding information service, call van service, and tour service (reservation of train, boat and air tickets).
  • proxy proxy driving
  • taxi catering service
  • legal service legal service
  • taxation service quick door-to-door delivery service
  • real estate information flower delivery service
  • wedding information service wedding information service
  • call van service call van service
  • tour service reservation of train, boat and air tickets
  • the service providers optimally nearest to the customer are sequentially searched in order to allow the service provider and the customer to attempt to communicate therebetween, wherein a repeated process of searching for next service providers is performed if the service provider is in the state of interruption of transmitting or receiving calls or a meter switch is turned off.
  • FIG. 1 is a schematic view illustrating a multilaterally-communicated situation among customers, call center, mobile communication exchange and service provider
  • FIG.2 is a schematic diagram illustrating a structure of CTI (Computer Telephony Integrated) system comprising a messaging system according to the present invention
  • FIG.3 is an operational diagram of a multi-functional call service method in a call center equipped with an integrated messaging system according to the present invention.
  • CTI Computer Telephony Integrated
  • the present invention includes a CTI system (10) comprising an integrated messaging system using a computer, and uses a multifunctional call service method connecting calls by grasping a transmission location of a service requesting customer and a service provider based on jurisdiction of a mobile communication exchange (20).
  • the customer location using the mobile communication means (40) can be obtained through analysis message or call request message by a service control system mounted in the mobile communication exchange when the customer uses the mobile communication means (40) for mutual communication.
  • a service control system mounted in the mobile communication exchange when the customer uses the mobile communication means (40) for mutual communication.
  • the present invention adopts the service method for connecting calls by grasping a location of a caller, the present invention has a feature in that the CTI system (10) is employed which has embodied a CTI server which is a private branch exchange (PBX) applied to a typical call center as an integrated system.
  • PBX private branch exchange
  • the CTI system (10) includes an automatic guide system (12), an automatic call system (14), texts, a voice change system (16) and a database (18), which are physically interconnected (configuration thereof to be described later), and development language is processed in programming languages higher than Visual C (Visual C ++).
  • the present invention is such that services must be requested through the mobile communication means (40) or landline telephones (50) in order to be provided with all the services that can be performed by a call center (30).
  • One of the outstanding features in the present invention is not that a customer notifies his or her own location to the call center (30), but that the call center (30) itself grasps the customer location and actively provides a variety of services.
  • the present invention is operated in such a manner that a specific particular frequency is generated to communicate with the call center (30) in order to display a specified service method.
  • the particular frequency is made of composite frequencies by sequentially pressing a sharp (#) button or number buttons (0,1,2...8,9) on a keyboard of the mobile communication means (40) or the landline telephone (50) to generate the following two intrinsic frequencies, and the composite frequencies are transmitted to the mobile communication exchange (20).
  • the mobile communication exchange (20) having received the particular frequency connects the call center (30) to a signal of the customer in response to the received signal, whereby the mobile communication exchange (20) can ascertain the location of the caller and the ascertained location of the caller can be transmitted to the call center (30) the moment the signal is connected.
  • the CTI system (10) of the call center (30) detects the signal under a standby state and then detects the signal of the customer transmitted in a particular frequency, and classifies a relevant signal through a signal classification process routine.
  • the present invention has a feature in that the CTI system is applied with 1 (one)-part call system, and all the situations are processed within the CTI system (10) in order to induce a direct communication between the customer and the service provider.
  • the CTI system (10) responds if it is verified that the frequency received by the
  • CTI system (10) has been precisely connected to a particular frequency after the particular frequency (# alone or combination of # and numbers) applied to the present invention and other signal frequencies are detected.
  • the signal classification process routine is performed by responding as explained above, but an error routine is performed if not in operation.
  • the error routine is processed as below, and the solved error is classified by an automatic guide system and an automatic call system, but a mapping process is first performed where the solved error is graphically changed through a voice data format or a mobile phone browser, and changed to the automatic guide system (12) and the automatic call system (14) for start of the service.
  • the automatic guide system (12) applied to the present invention is physically connected to voice and graphic change system, and the texts and the voice change system (16) are disposed with a voice data format comprised of a variety of service classes, and a list satisfying the characteristics of each service provider.
  • the mobile communication exchange (20) understands that a pre-set emergency crisis rescue is requested, where the mobile communication exchange (20) can directly transmit the customer location or caller information to 119 (Korean version of American 911).
  • the call is connected to the automatic call system (14), it is simultaneously communicated with the database (18) comprising a service class of a large list inputted with, i.e., telephone number, working hour, address of a service provider if the service provider has a fixed location, and a sub-class of a small list, such that a main category of business and location of the service provider can be grasped to enable to search for an optimum service provider optimally nearest to the customer.
  • a service class of a large list inputted with, i.e., telephone number, working hour, address of a service provider if the service provider has a fixed location, and a sub-class of a small list, such that a main category of business and location of the service provider can be grasped to enable to search for an optimum service provider optimally nearest to the customer.
  • the customer may directly be connected to the automatic call system (14) of the call center (30) without the need of searching for the service list. For example, if the customer desires to request a proxy driving, he or she may press the sharp (#) button and 1 button, and press the CALL button, the customer is directly connected to the automatic call system (14) so that there is no need of listening to ARS of the call center (30), whereby the customer may receive the desired service instantly.
  • the customer desires to request a proxy driving, he or she may press the sharp (#) button and 1 button, and press the CALL button, the customer is directly connected to the automatic call system (14) so that there is no need of listening to ARS of the call center (30), whereby the customer may receive the desired service instantly.
  • the customer transmits a particular frequency using the mobile communication means (40), and the transmitted particular frequency uses the sharp (#) button and a number button (preferably 0 or 1 button).
  • the transmitted particular frequency is transmitted to the call center (30) via the mobile communication exchange (20), and the mobile communication exchange (20) also transmits the location transmitted along with the call signal of the customer.
  • the customer who has transmitted by pressing the sharp (#) and 0 numbers and CALLed is connected to the automatic guide system (12) to be provided with a service list desired to be used, and if the customer desires to directly communicate with the service provider, he or she presses the sharp (#) and 1 buttons and CALLs to thereby enable to get communicated with the service provider promptly.
  • the CTI system 10 connects the automatic call system (14) to analyze and extract information of the service provider requested by the customer, and transmits to the mobile communication exchange (20).
  • the CTI system (10) sequentially searches for a service provider located nearest to the customer to arrange an attempted communication between the service provider and the customer, and gets connected, where the service provider repeats a process of searching for a next service provider if the service provider has stopped receiving and transmitting calls, or a meter switch is turned off.
  • the definition of optimal nearest distance may be, i.e., a method of connecting to a customer by finding a service provider who is located at the same side of a wide road with that of the customer in view of the customer who is located on the opposite side of the road or a crossroad from the service provider.
  • the present invention enables to provide almost all of the services requested by customers as a result of provision of integrated system and various extended functions.

Abstract

La présente invention concerne un procédé pour services d'appel multifonctionnels faisant intervenir des moyens de communication mobile et permettant de combiner, de manière variable, un système de reconnaissance de position basé sur un réseau de communication mobile et des services d'appel fonctionnels, d'où la possibilité de transmettre facilement sa propre position et de recevoir sélectivement un service d'appel souhaité. Selon la présente invention, le procédé pour services d'appel multifonctionnels d'un centre d'appel équipé d'un système de messagerie intégré est mis en oeuvre de façon que le système de reconnaissance de position basé sur un réseau de communication mobile et les services d'appel fonctionnels soient combinés de manière variable, ce qui permet de réduire considérablement le temps d'attente inutile d'un client auquel des services manuels sont habituellement fournis par des conseillers et de supprimer le recours à des conseillers séparés, à l'exception des opérateurs de manipulation, grâce à l'utilisation du système de messagerie intégré automatique, d'où la réduction des coûts de main-d'oeuvre et l'obtention d'une fiabilité accrue pour une qualité de service remarquable du fait de l'utilisation d'une fréquence de service simple.
PCT/KR2007/001585 2006-03-31 2007-03-31 Procédé pour services d'appel d'un centre d'appel équipé d'un système de messagerie intégré WO2007114613A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
KR10-2006-0029894 2006-03-31
KR1020060029894A KR100621671B1 (ko) 2006-03-31 2006-03-31 통합 메시징시스템이 구비된 콜 센터의 다기능 콜 서비스방법

Publications (1)

Publication Number Publication Date
WO2007114613A1 true WO2007114613A1 (fr) 2007-10-11

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Application Number Title Priority Date Filing Date
PCT/KR2007/001585 WO2007114613A1 (fr) 2006-03-31 2007-03-31 Procédé pour services d'appel d'un centre d'appel équipé d'un système de messagerie intégré

Country Status (2)

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KR (1) KR100621671B1 (fr)
WO (1) WO2007114613A1 (fr)

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6167255A (en) * 1998-07-29 2000-12-26 @Track Communications, Inc. System and method for providing menu data using a communication network
KR20010009355A (ko) * 1999-07-09 2001-02-05 조정남 무선통신시스템에서의 차량 호출 서비스 방법
US6405033B1 (en) * 1998-07-29 2002-06-11 Track Communications, Inc. System and method for routing a call using a communications network
KR20030075238A (ko) * 2002-03-16 2003-09-26 김경완 자동차콜 서비스 장치와 이를 이용한 자동차콜 서비스방법 및 모바일폰의 자동차콜 방법
US6829349B1 (en) * 2000-07-31 2004-12-07 Comdial Corporation System and method for monitoring and routing incoming calls

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6167255A (en) * 1998-07-29 2000-12-26 @Track Communications, Inc. System and method for providing menu data using a communication network
US6405033B1 (en) * 1998-07-29 2002-06-11 Track Communications, Inc. System and method for routing a call using a communications network
KR20010009355A (ko) * 1999-07-09 2001-02-05 조정남 무선통신시스템에서의 차량 호출 서비스 방법
US6829349B1 (en) * 2000-07-31 2004-12-07 Comdial Corporation System and method for monitoring and routing incoming calls
KR20030075238A (ko) * 2002-03-16 2003-09-26 김경완 자동차콜 서비스 장치와 이를 이용한 자동차콜 서비스방법 및 모바일폰의 자동차콜 방법

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Publication number Publication date
KR100621671B1 (ko) 2006-09-18

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