WO2011071281A3 - 콜센터 통화 처리 방법 - Google Patents

콜센터 통화 처리 방법 Download PDF

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Publication number
WO2011071281A3
WO2011071281A3 PCT/KR2010/008652 KR2010008652W WO2011071281A3 WO 2011071281 A3 WO2011071281 A3 WO 2011071281A3 KR 2010008652 W KR2010008652 W KR 2010008652W WO 2011071281 A3 WO2011071281 A3 WO 2011071281A3
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WO
WIPO (PCT)
Prior art keywords
call
client
call center
pbx
consultant
Prior art date
Application number
PCT/KR2010/008652
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English (en)
French (fr)
Other versions
WO2011071281A2 (ko
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.)
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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/ko
Publication of WO2011071281A3 publication Critical patent/WO2011071281A3/ko

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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

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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

본 발명은 콜센터 통화 처리 방법에 관한 것으로, IP-PBX와 같은 사설 교환기나 전용회선용 트렁크 게이트웨이 장비를 사용하지 않으면서 고객과 상담원 사이의 발신자표시 통화 연결을 수행하고, 고객과 상담원 사이의 발신자 통화 연결 중에 상담원의 요청에 의해 현재 고객과의 통화 연결을 다른 상담원으로 전환하는 호 전환을 수행하며, 고객 전화번호의 수신 거부 여부를 판별하여 콜센터와 고객 사이의 수신 거부를 수행하고, 콜센터 대표전화로 걸려오는 고객 전화번호의 영업지점을 판별하여 고객과 특정 영업지점 사이의 통화 연결을 수행하는 콜센터 대표전화의 영업지점별 콜 라우팅을 수행하며, 저렴한 비용으로 콜센터 통화 처리 시스템을 구축하고, 콜센터에서 신규 영업지점을 개설할 때마다 소요되는 고가의 전용회선 비용과 사설교환기 및 트렁크 게이트웨이 등 장비 유지보수비 등을 모두 절감할 수 있다.
PCT/KR2010/008652 2009-12-11 2010-12-03 콜센터 통화 처리 방법 WO2011071281A2 (ko)

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 WO2011071281A2 (ko) 2011-06-16
WO2011071281A3 true WO2011071281A3 (ko) 2011-11-03

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ID=44146260

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/KR2010/008652 WO2011071281A2 (ko) 2009-12-11 2010-12-03 콜센터 통화 처리 방법

Country Status (1)

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WO (1) WO2011071281A2 (ko)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN110661922B (zh) * 2018-06-29 2021-05-25 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 (5)

* 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
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

Patent Citations (5)

* 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
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

Also Published As

Publication number Publication date
WO2011071281A2 (ko) 2011-06-16

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