WO2011071281A2 - Procédé de traitement d'un appel dans un centre d'appels - Google Patents

Procédé de traitement d'un appel dans un centre d'appels Download PDF

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Publication number
WO2011071281A2
WO2011071281A2 PCT/KR2010/008652 KR2010008652W WO2011071281A2 WO 2011071281 A2 WO2011071281 A2 WO 2011071281A2 KR 2010008652 W KR2010008652 W KR 2010008652W WO 2011071281 A2 WO2011071281 A2 WO 2011071281A2
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WO
WIPO (PCT)
Prior art keywords
customer
call
information
call center
service
Prior art date
Application number
PCT/KR2010/008652
Other languages
English (en)
Korean (ko)
Other versions
WO2011071281A3 (fr
Inventor
김용훈
Original Assignee
(주)길훈정보통신
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
Priority claimed from KR1020090123512A external-priority patent/KR20100126164A/ko
Application filed by (주)길훈정보통신 filed Critical (주)길훈정보통신
Publication of WO2011071281A2 publication Critical patent/WO2011071281A2/fr
Publication of WO2011071281A3 publication Critical patent/WO2011071281A3/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Definitions

  • the present invention does not use a private exchange such as IP-PBX or a trunk line gateway device for a dedicated line, it is not limited to the increase of a call line without the help of a separate professional technical personnel for equipment installation and maintenance such as a private exchange and a trunk gateway. It is possible to build a call center call processing system at a relatively low cost compared to the conventional one, and in particular, expensive private line costs and new equipment maintenance costs such as private exchanges and trunk gateways each time a new branch is opened in a conventional call center. All of these can be saved.
  • FIG. 10 is a flowchart of a dialing process according to an embodiment of the present invention.
  • the relay server 311 uses the customer caller number (6) to use the customer caller ID information, the customer use information including the customer's usage history and other important information, and the customer's caller ID rejection information.
  • Information management DB server 321 retrieves the customer use information to read (7).
  • the relay server 311 inquires the customer use information from the customer information management DB server 321 and reads the customer use information and the customer caller ID information corresponding to the second agent phone number, and the call center counselor calls the call center.
  • the second agent terminal activates the customer management software to manage customer caller ID information and customer use information. Software is shown on the screen (9).
  • the communication server server 200 that supports the Internet phone service directly determines the sales point corresponding to the customer caller number (2) to call the caller middleware for the call center call processing middleware. While transmitting to the call center relay server 311 is mounted (3) connects the incoming call to the Internet telephone of the sales branch corresponding to the customer caller ID (4).
  • FIG. 8 is a detailed flowchart of Packet Data Processing 1 in FIG. 7, wherein the relay server 311 receives a call request call of a customer through a communication company server 200 waiting to receive a packet. Process and store in the buffer until the agent 312 receives the call. In other words, when a packet is received, the relay server 311 distinguishes whether the packet is a ring, answer, pickup, transfer, or callup packet.
  • the relay server 311 distinguishes whether the packet is a ring, answer, pickup, transfer, or callup packet.
  • the CID is searched in the buffer and there is a matching data
  • the DID is fetched, and the state value, CID, and DID are stored in the pickup and transfer.
  • FIG. 13 is a screen display diagram for setting an environment of a control program according to an embodiment of the present invention, and enters a VOIP phone number for receiving a CID through the extension number setting window 431, wherein the VOIP phone number is "calling number management. "," VOIP phone extension number registration "menu can be entered only if the corresponding number is registered.
  • the reception desk phone number 452 is used in the case of subscribing to the management dimension of the customer and the call routing service because the call center Internet service representative number 451 is generally used in the call center. Customers often call the Internet Representative Number (451), which is used frequently. If the agent talks to the customer again or needs a phone call, the representative's phone number of the call center is printed on the customer's mobile phone to promote the representative phone number. And to improve the reliability of customers.

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  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • Game Theory and Decision Science (AREA)
  • Development Economics (AREA)
  • Marketing (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Sub-Exchange Stations And Push- Button Telephones (AREA)

Abstract

La présente invention porte sur un procédé de traitement d'un appel dans un centre d'appels sans utilisation d'autocommutateur privé (PBX) tel qu'un autocommutateur privé sous protocole Internet (PI) et un équipement de passerelle de circuit de ligne spécialisée. Selon le procédé : on établit une connexion téléphonique affichant l'identité de l'appelant entre un client et un consultant ; lors de la demande du consultant durant la connexion téléphonique affichant l'identité de l'appelant entre le client et le consultant, on commute la connexion téléphonique au client vers un autre consultant ; s'il est déterminé que le numéro du client est un numéro de refus de réception, l'appel du client est refusé par le centre d'appels ; et si le client a composé un numéro représentatif du centre d'appel, on détermine une branche d'activité correspondant au numéro du client, et on achemine l'appel du client vers la branche. Il en résulte qu'on peut établir un système de traitement d'appels à un faible coût pour le centre d'appels, et lorsqu'une nouvelle branche d'activité est ouverte, le centre d'appels peut économiser de l'argent en termes de coût de lignes spécialisées onéreuses et de coût d'entretien pour un autocommutateur privé (PBX), une passerelle de circuit, etc.
PCT/KR2010/008652 2009-12-11 2010-12-03 Procédé de traitement d'un appel dans un centre d'appels WO2011071281A2 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
KR1020090123512A KR20100126164A (ko) 2009-05-21 2009-12-11 콜센터 통화 처리 방법
KR10-2009-0123512 2009-12-11

Publications (2)

Publication Number Publication Date
WO2011071281A2 true WO2011071281A2 (fr) 2011-06-16
WO2011071281A3 WO2011071281A3 (fr) 2011-11-03

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PCT/KR2010/008652 WO2011071281A2 (fr) 2009-12-11 2010-12-03 Procédé de traitement d'un appel dans un centre d'appels

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WO (1) WO2011071281A2 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN110661922A (zh) * 2018-06-29 2020-01-07 中国移动通信有限公司研究院 一种通话控制方法、网络设备及系统

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20050087195A (ko) * 2004-02-26 2005-08-31 에스케이 텔레콤주식회사 무선 통신망을 통한 마케팅 서비스 방법
KR20060077505A (ko) * 2004-12-30 2006-07-05 주식회사 한맥소프트웨어 이단계 예측 전화 연결 시스템
KR20080066101A (ko) * 2006-12-19 2008-07-16 엠지오테크 주식회사 무선 인터넷 기반의 콜 오더 통합처리 서버 시스템과 콜오더 통합 처리 방법
KR20090049556A (ko) * 2007-11-13 2009-05-18 주식회사 브리지텍 콜센터 시스템 및 이의 운영방법

Family Cites Families (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH09319812A (ja) * 1996-05-28 1997-12-12 Hitachi Ltd 遠隔相談システムにおける相談員割り当て支援方法

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20050087195A (ko) * 2004-02-26 2005-08-31 에스케이 텔레콤주식회사 무선 통신망을 통한 마케팅 서비스 방법
KR20060077505A (ko) * 2004-12-30 2006-07-05 주식회사 한맥소프트웨어 이단계 예측 전화 연결 시스템
KR20080066101A (ko) * 2006-12-19 2008-07-16 엠지오테크 주식회사 무선 인터넷 기반의 콜 오더 통합처리 서버 시스템과 콜오더 통합 처리 방법
KR20090049556A (ko) * 2007-11-13 2009-05-18 주식회사 브리지텍 콜센터 시스템 및 이의 운영방법

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN110661922A (zh) * 2018-06-29 2020-01-07 中国移动通信有限公司研究院 一种通话控制方法、网络设备及系统

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