WO2014208998A1

WO2014208998A1 - System for extracting phone information required for contact center deployment by using ip telephony and method therefor

Info

Publication number: WO2014208998A1
Application number: PCT/KR2014/005604
Authority: WO
Inventors: 조왕제
Original assignee: (주)어가람닷컴
Priority date: 2013-06-24
Filing date: 2014-06-24
Publication date: 2014-12-31
Also published as: WO2014208998A4

Abstract

The purpose of the present invention is to develop various efficient solutions related to customer relationship management (CRM) by efficiently extracting caller ID and information on the line going on/off the hook after ringing, missed call information, call pick-up information, call transfer information, and the like through analysis of data associated with Internet protocol (IP) telephony, and displaying, under all situations, customer data on the monitor of a staff member as soon as the corresponding staff member receives a call.

Description

Telephone information extraction system and method for building contact center using internet phone

The present invention relates to a method for extracting necessary information to analyze a data interlocked with an Internet phone to develop a solution such as CRM.

Currently, the internet phone is activated but the linked CRM and contact center system cannot be activated because there is no efficient way to extract various information such as caller information of the internet phone. The caller ID provided by is focused on maintaining call connection and call quality while providing only the basic function of displaying the caller ID in the information transmitted in the process of one phone communicating with the server.

In addition, there is a system using the Internet phone, which is currently on the market, but it uses only basic information such as caller's indication, and it is not activated much until now due to lack of safety and integrity of the system. The patent will suggest a way to extract the information most efficiently by accurately identifying the characteristics of the Internet phone.

The present invention analyzes the data interlocked with the Internet phone, the caller number and ringing information received and ringing information, the missed information broken after the ring signal, the information pulled from another place, information to return the phone to another place, etc. It is possible to develop a variety of CRM and other solutions using Internet telephony by efficiently extracting the data.

The present invention for achieving the above object is to propose a method for efficiently extracting the data interlocked with the Internet phone from a myriad of packets input through the Internet, an alternative algorithm that can solve various problems that may occur in actual application You have to approach it.

In this case, the information linked with the Internet phone is transmitted along with a myriad of other information, so it analyzes the information of the packet most efficiently so that unnecessary information can be separated and discarded as soon as possible. Function to efficiently extract the data, to separate the data input in two times from the information continuously input, and to efficiently discard it, to create data separately from the data of the Internet phone server by linking from the related data, 1 second Algorithm including the ability to process the input data during the processing of the previous data in the situation that dozens of data is transmitted without omission, the ability to deliver the extracted data to the system that needs the extraction without omission It is necessary.

In addition, the existing system can extract information by using some of the above technical ideas, but the present patent considers all these factors and extracts almost all data required by the CRM or contact system, I would like to suggest a way to ensure completeness.

In practical applications, the above-described techniques will be appropriately combined to suit a situation, and the method and apparatus according to the present invention will be described in detail below with reference to the accompanying drawings.

The foregoing examples are provided by way of illustration only, and not for the purpose of limiting the invention, and although the invention has been described with reference to exemplary embodiments, the terminology used herein is not intended to be limiting but rather illustrative or illustrative. It should be understood that it is used for the purpose.

In addition, various modifications and changes may be made within the scope of the appended claims without departing from the spirit and scope of the invention, and the invention has been described herein with reference to embodiments of a specific system, but the invention is limited thereto. Without departing from the scope of the appended claims, the present invention may be extended to functionally equivalent structures, methods and usages.

1 is a general configuration diagram of the present invention, including a CRM or a contact system using an Internet telephone. All packets are transmitted through the terminal 102 before the Internet 101 is input into the network. At the same time, all the systems linked to the network through the sharer 107 are connected to the Internet and the internal network.

Here, the subject of this patent is a part except the CRM management system 106 in the integrated system, and the other parts are indicated to make the contents of the patent easier to understand, and the CRM management system 106 is the information extraction system 104. In order to read the information provided by the real-time and stored in the connected DB system 107 or transmitted to the client (110 ~ 116) to indicate the required operation.

For example, if each client enters an Internet phone number to be linked at login, when the user picks up the phone (when it is hooked off), the information of the calling customer may be automatically displayed on the screen of the client. Will be.

In addition, the DB system 107 may be configured as a separate server separated from the integrated system 103, can be directly connected to the CRM management system 106 or connected through the router 108, the terminal 102 It is also possible to connect directly from the router 108 without any configuration and transmit all packets to the CRM management system 106.

Figure 2 is a flow chart for extracting information of an Internet phone from a packet. It is quickly determined whether information related to an Internet phone is in a packet input through a terminal. If necessary, the information is stored in a memory shared with a CRM management system. It describes an algorithm that can process the inputted information. In order to check whether the information of the Internet phone is from the phone to the server or from the server to the phone, the IP phone receives the IP address set up. Usually, the CRM management system starts and reads the information delivered to the extraction system and checks the IP address without additional input (201), and the virtual table and table set up to manage the status of the installed Internet phone Two memories for generating information are set up (202) and the information extraction system When set 203 is a shared memory for storing the final number of shared inputs and Table having an array of about 100 to hand over the information to the CRM system in a management unit that is ready to accept the packet.

When the packet is input 204, the protocol and port information of the Internet telephone, which is standard and public information, is extracted (205, 208), compared with the communication code (206, 209), and if it does not match, the packet is immediately discarded (207, 210). If there is no address that matches the received or sent IP address, it is immediately discarded (213), and if there is a matching address (212), the first keyword of the data is extracted. If it is not listed (215), it is immediately discarded (216), and if there is, an analysis procedure corresponding to each keyword is performed.

Here, instead of comparing all IP addresses by checking whether the IP addresses match (212), only 1xx is used among 4 units of IP address 1xx.2xx.3xx.4xx, which is an internal network (usually 192.168.xxx. xxx) and the IP address of the Internet phone company are not only completely different configurations, but also by analyzing only the first number of the IP address, since the first digit of the IP address of the input telephone is not likely to match the first digit of the carrier. It can be processed efficiently.

In addition, if you configure in the form of socket communication or other OCX to pass the information, if the inside of the CRM management system is not configured in a threaded manner, additional information is stopped until the procedure for processing the received information is completed. Not only is there a high possibility of missing, but the implementation in a threaded manner requires a very complicated process to process each piece of information in a new thread, but the extraction system stores the information in a shared table and stores only the stored No. After storing in memory, the following operations are performed, and the CRM management system compares the read No with the stored No in real time, and if there is a difference, it reads the information from the table and processes it, so that no bottleneck occurs in the extraction system. This can prevent the data from missing.

Figure 3 is a flow chart for extracting the calling party number and the return information from the extracted data. As part of INVITE, the call is mostly discarded, but it is utilized in the pickup only when "* 98" or "* 8" is in the keyword line. The details will be described with reference to FIG. 7 so that only the receiving part 302 will be described here. First, after extracting the From, To, and Call-Id information from the extracted data (303), the length of the information of From is routine. If it is composed of 4 digits and not a normal length (304), information corresponding to the number of From is read from the virtual table (305), and if it is blank (307), it is treated as an extension telephone (308). In case that the extension is already called from outside, it is assumed that the extension has been dialed to return the call, and the caller ID (305) read in the previous virtual table for the current extension (To) After assigning (312) to the calling number (From), input the From and Call-Id information into the virtual table corresponding to the current extension number (To) (313), and transfer the information to the external CRM management system. In order to input the keyword (INV) + From + To information to the shared table 316 (315), and input the shared table No, the input serial number to the shared memory 318 (317).

Here, the reason for viewing the extension phone 308 is that the calling number is 4 digits, which corresponds to the size of the extension number, but there is no information in the table. Press the key, enter the keyword (INT) + From + To information in the shared Table (309) in order to pass the information to the external CRM management system (308), and share the shared serial No. Table No. The input 310 is input to the memory 311.

In addition, if it is not 4 digits or consists of letters (304), the information corresponding to the number of the extension number (To) of the Internet phone received from the virtual table 306 is read (319) and is not blank (320). If the call-Ids are compared (321) and matched, the same information is received and discarded (322), and if not identical (321) and blank (320) corresponds to the current extension number (To) Input the From, Call-Id information into the virtual table (323), and input the keyword (INV) + From + To information into the shared table (316) (324) to pass the information to the external CRM management system. The shared table No, which is the serial number, is input to the shared memory 318 (325).

The use of the same INV for returning information and caller information to the shared table 316 is due to the same procedure for processing by an external CRM management system, but the method of extracting caller information is different. Is separated, but the information passed is the same, and the reason for generating the returned information (315) is that most carriers do not automatically return the caller information, which is the telephone number of the external caller. Is generated internally.

In addition, since the extension number 308 is not stored in the internal virtual table of the extraction system, it is not information of a customer to manage, so only basic information is transmitted. In an external CRM management system, only the information of an insider who calls a client is sent as a message. To let them pass.

Fig. 4 is a flow chart for extracting information hook-off the handset from the extracted data. The hook-off information is generated to automatically display the customer's information to the registered client upon login. In this case, the ACK is discarded (403) because the ACK does not have any meaning when the call is not received (402), and in the case of the reception, after extracting (404) the To and Call-Id information from the extracted data, the virtual table (406). Read the information corresponding to the number of the extension number (To) of the received Internet call (405) and it is blank (407) or the code is the same (409) or the hook-off is not blank (411) Destroy all (408, 410, 412), and if it is not the object of revocation, input the hook-off information into the virtual table (414) corresponding to the current extension number (To) (413), and pass the information to the external CRM management system. Enter keyword (ACK) + To information in the shared table (416) (415) The shared table No, which is the input serial number, is input to the shared memory 418 (417).

The reason why the hook-off information is extracted and delivered is to automatically pop up the client's information to the client corresponding to the Internet phone number registered for connection at login. When a client connects after registering a list of all the Internet phones in use, it receives the phone number from the list or previously selected for connection at the same time, and automatically when the telephone receiver corresponding to the extension number is heard (Hook-Off). By sending information to the client, you can configure automation to display on the screen of the client without any action.

Figure 5 is a flow chart for extracting the information of the disconnected call after the call from the extracted data, when the call is disconnected, the information on the corresponding line is initialized so that the next time the call comes to the corresponding phone number, the information is easily processed without error or duplicate processing. As a procedure to do this, BYE processes both incoming and outgoing, but the difference is only based on To information or From information. Also, using BYE with the same keyword is not handled by external CRM management system. This is because the same procedure is performed.

In the case of reception (502) After extracting the To information from the extracted data (503), the information corresponding to the number of the extension number (To) of the Internet phone received from the virtual table (505) is read (504) and is blank. (506) If there is no meaning, discard all (507), and if it is not blank (506), initialize the information of the virtual table (509) corresponding to the current extension number (To) (508), and external CRM management system. In order to pass the information to the shared table 511, the keyword BYE + To information is input 510, and the shared serial number No. 512 is input to the shared memory 513.

In case of outgoing call (502) After extracting from information from the extracted data (514), after reading information corresponding to the number of the extension number (From) of the received Internet phone from the virtual table (515), if it is blank (516). If there is no meaning, discard all (517), and if not empty, initialize the information of the virtual table (509) corresponding to the current extension (From) (518), and pass the information to an external CRM management system. The keyword BYE + To information is input to the shared table 511, and the shared table No, which is an input serial number, is input to the shared memory 513.

Figure 6 is a flow chart for extracting missed information that has not been received from the extracted data. It is a procedure to generate a list of missed calls and to initialize the information on the corresponding line so that the information can be easily processed without error or duplicate processing when the next phone number comes in. CAN handles both incoming and outgoing calls. However, since only normal reception occurs and outgoing does not occur frequently, but occurs when returning is canceled after returning, reception is described in another drawing and the procedure of processing based on outgoing is summarized here.

In the case of the call, after extracting the From information from the extracted data (601), the information corresponding to the number of the extension number (From) of the Internet phone received from the virtual table 603 is read (602), and it is blank (604). If there is no meaning, discard all (605), and if not empty, initialize the information of the virtual table (607) corresponding to the current extension (From) (606), and to pass the information to the external CRM management system. The keyword (CAN) + To information is input to the shared table 609 and the shared table No, which is the input serial number, is input to the shared memory 611.

7 is a flowchart of extracting missed information and pick-up information from the extracted data. In general, the reception of the CAN 702 is mostly broken when the telephone is ringing. It also occurs when it is ringing. In the case of an INV keyword, the receiver normally handles only the reception 302, but in the case of an exceptional pickup, the originating information should be checked and processed. The special code "* 89" or "* 8" (hereinafter referred to as pickup code) will be sent, and the server will immediately connect the call in the order of the most recently ringing phone (phone without the receiver). In addition, the server of the telecommunications company transmits CAN to the ringing phone at the same time that the pickup code is received (706). Under the assumption that it is possible to make a short time, caller information is generated and delivered to the received call.

In the case of the reception 302 of INV, it was described with reference to FIG. 3, and after extracting the To information from the extracted data in the case of the origination, all cases in which there is no pickup code (706) are discarded (726), and in case of (706) extracted After extracting the From and Call-Id information from the data (707) and storing the virtual From and the virtual Call-Id of the virtual memory 708 (707), and when the CAN information is received from the data simultaneously input (702) In the case where there is no information in the virtual memory 708 (703), the normal ring signal is processed. In the case where there is (703), the extracted To information is extracted after extracting the From and To information from the extracted data (704). Since To is a disconnected call, To is converted to Cancel information (705), virtual memory From is created as To (709), virtual memory Call-Id is created as Call-Id (710), and then the extension number of Cancel (To) Initialize the information of the virtual table corresponding to (711) and correspond to the extension number of the newly created To. Input newly created From and Call-Id information into the virtual table (713), and enter keyword (GET) + From + To + Cancel information into the shared table (716) to pass the information to the external CRM management system. 715), and input the shared table No., which is the input serial number, to the shared

memory

718, 717. Since the cancel information is transmitted to the outside, it is necessary to display it as missed even if it is pulled out. It is.

In addition, in the case where there is no information in the virtual memory (703), after extracting the To information from the extracted data as the ring signal is terminated (719), the number of the extension number (To) of the Internet phone received from the virtual table is received. If the relevant information is read (720) and it is empty (721), it is meaningless and discarded (722). If it is not blank (721), the information of the virtual table (714) corresponding to the current extension number (To) Initialize (723), enter the keyword (CAN) + To information in the shared Table (716) in order to pass information to the external CRM management system (724), and share the shared serial number No. 718), where the keyword is the same CAN as shown in Figure 6, because the processing in the external CRM management system performs the same procedure.

8 is a diagram of the configuration of the virtual table. The virtual table is for checking the status of each Internet phone. Although the number may be set as many as the number of installed phones, the list of phone numbers is separately managed by the information extraction system while increasing the speed of access. In order to avoid needing to use, arrays from 0000 to 9999 are used.In addition, the calling number corresponding to the column stores the incoming telephone number, and the Call-Id is unique to each call processing unit. Hook-Off uses the information received by the handset for the telephone call to automatically display the information to the client, and to prevent the information from being displayed again. If it is broken, the product information is initialized to the record of the table.

As described above, it is possible to develop various solutions using internet phones by extracting almost all data required for CRM or contact system from internet phones quickly and accurately while ensuring data integrity.

1 is a general flow diagram of the present invention

2 is a flow chart for extracting information of an Internet phone from a packet

Figure 3 is a flow chart for extracting caller ID and return and extension information from the extracted data

Figure 4 is a flow chart for extracting information hook-off the handset from the extracted data

5 is a flow chart for extracting information hung up after a call from the extracted data

Figure 6 is a flow chart for extracting broken absence information without receiving from the extracted data

7 is a flowchart for extracting missed information and pickup information from the extracted data;

Figure 8 is a schematic diagram of the virtual table

102 terminals

Refers to a device capable of transmitting all information (packets) input to an internet phone to a server, and includes all devices such as a switch hub and a router (some routers provide a function) that have the same function.

706 Pickup Code

Pulling may vary slightly depending on the carrier but use * 98 or * 8 but other types of code may be added

303 From

Phone information in the From line from the extracted data (information between sip: and))

303 To

Phone information in the To line from the extracted data (the information between sip: and 와)

303 Call-Id

Code information in Call-Id line from extracted data

319 extension

It is expressed on the premise that most of the last 4 digits of the phone number is used as the extension number.If there is a scale or the same 4 digit number, it can be extended to 5-6 digits, but here, based on the 4 digits that most people use Illustrated.

Claims

By analyzing the data linked with the internet phone, it is possible to efficiently extract the on-off information, missed information, picked up information, and return information of the handset after the calling party number and ring ring. Regarding the system that enables the display of customer information on the employee's monitor, it is possible to develop various solutions related to efficient CRM.

A shared table created to share information with CRM, which is an information extraction system including a virtual table that temporarily stores all packets received from the Internet into the internal network for analysis and to manage separated information, and an external system. In an integrated system consisting of memory,

The information extraction system loads the IP information of the internal network, and generates the necessary virtual table, shared table, and shared memory,

The information extraction system extracts and compares the Internet telephony protocol and port information from the incoming packet and discards it if it does not match.

The information extraction system discards the loaded IP information if there is no address that matches the incoming or outgoing IP address, and if it matches, stores the incoming or outgoing information,

The information extraction system extracts the first keyword located in the data and discards it if it is not in the set list. If so, the information extraction system extracts the information by performing an analysis procedure corresponding to each keyword.
The method according to claim 1, wherein in the method of extracting caller information,

The information extraction system extracts From, To, and Call-Id information when the INV keyword is extracted from the keyword and when the reception is confirmed from the stored reception or origination information.

If the information is not from 4 digits, the information extraction system uses the information from the virtual table corresponding to the 4 digits of the To and the virtual table corresponding to the 4 digits of the To if the call-Id does not match. Storing the information,

The system stores keyword (INV), From, To information in a shared table, and stores a shared table No, which is an input serial number, in a shared memory.
The method of claim 1, further comprising, in the method of extracting information hook-off the handset when a telephone rings,

The information extraction system extracts To and Call-Id information when the reception is confirmed from the stored reception or origination information when the ACT keyword is extracted from the keyword,

The information extraction system reads the information corresponding to the number of the extension number from the virtual table and stores the hook-off information in the virtual table corresponding to 4 digits of To when the code is different and the code is different and the hook-off information is blank. step,

The system stores keyword (ACT) and To information in a shared table, and stores a shared table No, which is an input serial number, in a shared memory.
The method of claim 1, further comprising:

The information extraction system extracts the To information if the BYE keyword is extracted from the keyword, and extracts the 4-digit extension number from the From information if the call is received;

The information extraction system reads the information corresponding to the number of the extension number from the virtual table and initializes the corresponding information of the virtual table if it is not blank;

The information extraction system stores keyword (BYE) and To information in a shared table, and stores a shared table number, which is an input serial number, in a shared memory.
The method of claim 1, further comprising:

The information extraction system extracts the 4-digit extension number from the From information when the keyword CAN is extracted from the keyword.

The information extraction system reads the information corresponding to the number of the extension number from the virtual table and initializes the corresponding information of the virtual table if it is not blank;

The information extraction system stores keyword (CAN) and To information in a shared table, and stores a shared table No, which is an input serial number, in a shared memory.
The method of claim 1, further comprising: extracting information for returning a received call;

The information extraction system extracts From, To, and Call-Id information when the INV keyword is extracted from the keyword and when the reception is confirmed from the stored reception or origination information.

If the information extraction system has 4 digits from and the information of the virtual table corresponding to From is not blank, the information extraction system reads the information and inputs From and Call-Id information into the virtual table corresponding to the extension number of To,

The information extraction system stores keyword (INV), From, To information in a shared table, and stores a shared table No, which is an input serial number, in a shared memory.
The method according to claim 1, wherein the information of the extension telephone is extracted.

The information extraction system extracts From, To, and Call-Id information when the INV keyword is extracted from the keyword and when the reception is confirmed from the stored reception or origination information.

The information extraction system stores the keyword (INT), From, and To information in the shared table when the From is four digits and the information of the virtual table corresponding to the From is blank, and stores the shared serial No., the input serial number, in the shared memory. Internet telephone information extraction method characterized in that.
The method of claim 1, further comprising:

The information extraction system extracts the To information when the origin is confirmed from the stored incoming or outgoing information when the INV keyword is extracted from the keyword,

The information extraction system extracts the From and Call-Id information from the extracted data when there is a pickup code from the To information, and stores the Call-Id in the virtual table corresponding to the 4-digit extension number of From;

The information extraction system extracts From and To information from the extracted data when there is information in the virtual memory when the reception is confirmed from the stored reception or origination information when the keyword CAN is extracted from the keyword,

The information extraction system stores the From information of the CAN in the virtual table of the extension number corresponding to the From of the INV, and initializes the virtual table of the extension number corresponding to the 4 digits of the To extracted from the CAN.

The information extraction system extracts Internet telephone information, characterized by storing keyword (GET), CAN From, INV From, CAN To information in the shared table, and storing the shared serial number of the input serial number in the shared memory. How about.