WO2022092590A1 - Procédé de traitement d'un appel sortant sur la base d'une analyse de tonalité de retour d'appel, et serveur sortant le mettant en œuvre - Google Patents

Procédé de traitement d'un appel sortant sur la base d'une analyse de tonalité de retour d'appel, et serveur sortant le mettant en œuvre Download PDF

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Publication number
WO2022092590A1
WO2022092590A1 PCT/KR2021/013315 KR2021013315W WO2022092590A1 WO 2022092590 A1 WO2022092590 A1 WO 2022092590A1 KR 2021013315 W KR2021013315 W KR 2021013315W WO 2022092590 A1 WO2022092590 A1 WO 2022092590A1
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WIPO (PCT)
Prior art keywords
call
rbt
call connection
outbound
terminal
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PCT/KR2021/013315
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English (en)
Korean (ko)
Inventor
이재성
Original Assignee
(주)넥스윌
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Publication date
Application filed by (주)넥스윌 filed Critical (주)넥스윌
Priority to JP2023501500A priority Critical patent/JP2023533752A/ja
Priority claimed from KR1020210128513A external-priority patent/KR20220055409A/ko
Publication of WO2022092590A1 publication Critical patent/WO2022092590A1/fr

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • This disclosure relates to outbound call processing.
  • the caller can make a call for a phone consultation with the called party, provide information to the called party, promote and sell products and services, or manage customers.
  • companies or institutions that provide services to customers build outbound call centers that can make large-scale calls to communicate with multiple customers, and counselors connected to the outbound call centers use multiple outbound calls for phone consultations. send out
  • the outbound call center can make outbound calls to the called parties and, when the called party answers the call, connect the call with the counselor and proceed with the consultation.
  • the present disclosure relates to an outbound call processing method based on RBT analysis and an outbound server providing the same.
  • the operation method may further include recording the cause of the call failure in the consultation database.
  • the cause of the call failure may include at least one of a busy call, a call rejection, no answer, a terminal off, and a missing number.
  • the method may further include executing a subsequent process according to an outbound business policy according to the cause of the call failure.
  • the operation method further includes the steps of, when it is determined that the call connection is successful as a result of the analysis of the RBT, checking the counselor's phone number assigned to the counselor's terminal, and transferring the successful call to the counselor's phone number may include
  • the analyzing of the RBT includes storing characteristic information of RBTs provided by telecommunication service providers for each country according to the status of the called terminal, and comparing it with the characteristic information extracted based on the starting point of the input RBT to determine the status of the called terminal. can judge
  • the method includes providing a customer list for outbound consultation to the counselor terminal, and at least one outgoing line for the outbound consultation based on the call connection success rate of the customer list, and a ringback tone for each outgoing line
  • the method may further include allocating a processor for analysis.
  • the step of attempting a call connection with a plurality of called terminals using a plurality of outgoing lines Step of receiving, analyzing the ringback tone included in the media data for each outgoing line to determine whether the call connection is successful for each outgoing line and transferring the call of the originating line, and terminating the call connection procedure of the originating lines in which the call connection has failed.
  • the operation method may further include recording the cause of the call failure of the outgoing lines for which the call connection has failed in the consultation database.
  • the cause of the call failure may include at least one of a busy call, a call rejection, no answer, a terminal off, and a missing number.
  • the method may further include executing a subsequent process according to an outbound business policy according to the cause of the call failure.
  • the step of determining whether or not the call connection is successful for each outgoing line includes storing characteristic information of the ringback tones provided by telecommunication operators for each country according to the state of the called terminal, and comparing it with the characteristic information extracted based on the starting point of the inputted ringback tone. It is possible to determine the state of the called terminal.
  • An outbound server operated by at least one processor including a call control unit, a media control unit, and an RBT analysis unit.
  • the call control unit attempts a call connection through signaling with the called party, and when SDP (Session Description Protocol) negotiation with the called party is completed, the call control unit instructs the media control unit to process media data, and the RBT analyzer uses the RBT order analysis.
  • the RBT analysis unit analyzes the RBT included in the media data received from the media control unit according to the command of the call control unit and determines that the call connection with the called terminal is successful or fails, and the call connection is successful to the call control unit. An event or a call connection failure event can be transmitted.
  • the call control unit may end the call connection procedure and record the cause of the call failure in the consultation database.
  • the cause of the call failure may include at least one of a busy call, a call rejection, no answer, a terminal off, and a missing number.
  • the call control unit When the call control unit receives an outgoing request command from the counselor terminal to the called terminal, and receives the call connection failure event for the called terminal from the RBT analysis unit, the call connection failure event can be transmitted to the counselor terminal. there is.
  • the call control unit may transmit the successful call connection to the counselor's phone number.
  • the media control unit may transmit the media data received from the switchboard in the form of a media stream to the RBT analysis unit according to a command of the call control unit.
  • the RBT analysis unit stores characteristic information of RBTs provided by telecommunication operators for each country according to the status of the called terminal, and compares it with the characteristic information extracted based on the starting point of the input RBT to determine the status of the called terminal. there is.
  • the outbound server allocates a customer list for outbound consultation to counselor terminals, and analyzes at least one outgoing line for the outbound consultation based on the call connection success rate of each customer list, and the RBT for each outgoing line It may further include a main control unit for allocating a processor for.
  • the cause of call failure obtained through RBT analysis can be automatically recorded in the database, so that it can be utilized for a call attempt later.
  • 1 is a diagram illustrating an outbound call center system.
  • FIG. 2 is a block diagram of an outbound server.
  • FIG. 3 is a view for explaining a RBT analysis server applied to an existing outbound call center system.
  • FIG. 4 is a block diagram of an RBT analysis server.
  • FIG. 5 is a flowchart of a preview outbound call processing method.
  • FIG. 6 is a flowchart of a multi-channel auto-dial outbound call processing method.
  • FIG. 7 is a flowchart of an operation method of a RBT analysis server applied to the established outbound call center system.
  • FIG. 8 is a view for explaining a method of resource distribution based on a call connection success rate of a customer list.
  • FIG. 9 is a flowchart illustrating a resource distribution method based on a real-time call connection success rate.
  • FIG. 10 is a flowchart of a method for generating a customer list based on RBT analysis.
  • the devices constituting the network may be implemented by hardware or software or a combination of hardware and software.
  • the server may include one or more processors, a memory for loading a computer program executed by the processor, a storage device for storing the computer program and various data, and a communication interface.
  • the server may further include various components.
  • a processor is a device that controls the operation of a server, and may be a processor of various types that processes instructions included in a computer program, for example, a central processing unit (CPU), a micro processor unit (MPU), a micro controller (MCU). Unit), a graphic processing unit (GPU), or any type of processor well known in the art of the present disclosure.
  • the memory stores various data, commands and/or information. The memory may load the corresponding computer program from the storage device so that the instructions described to execute the operations of the present disclosure are processed by the processor.
  • the memory may be, for example, read only memory (ROM), random access memory (RAM), or the like.
  • the storage device may non-temporarily store computer programs and various data.
  • the storage device may include a non-volatile memory such as read only memory (ROM), erasable programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), flash memory, a hard disk, a removable disk, or any well known in the art to which the present disclosure pertains. It may be configured to include a computer-readable recording medium in the form of
  • the communication interface may be a wired/wireless communication module supporting wired/wireless communication.
  • the computer program includes instructions executed by a processor, and is stored in a non-transitory computer readable storage medium, the instructions to cause the processor to perform the operations of the present disclosure. makes
  • the counselor terminal includes an application/program that is software stored in a computer-readable storage medium, and hardware such as a processor, a memory, a display, and a communication module.
  • the processor runs the application/program in cooperation with the hardware.
  • the ringback tone includes various types of sound sources that a caller can hear before a call is connected to a called party, and may include a dial tone, ringback music, and a voice for the status of the called party.
  • 1 is a diagram illustrating an outbound call center system.
  • the outbound call center system includes a private branch exchange (PBX) 100, an outbound server 200 that controls an outbound call by interworking with the exchange 100, and a counselor terminal 300.
  • PBX private branch exchange
  • the exchange 100 may be an IP-PBX.
  • the outbound call center system may be built in a call center that processes inbound calls.
  • the exchange 100 exchanges a signaling message with the outbound server 200 that has requested an outgoing call, and performs a call connection procedure while exchanging a signaling message with the called party.
  • SDP Session Description Protocol
  • a media path is created between the exchange 100 and the called party.
  • Signaling may be performed according to Session Initiation Protocol (SIP).
  • SIP Session Initiation Protocol
  • RTP Real Time Protocol
  • the exchange 100 transfers the media data received from the called party to the outbound server 200 .
  • the ringback tone is transmitted to the outbound server 200 , and the switchboard 100 may terminate the call connection under the control of the outbound server 200 .
  • the switch 100 and the outbound server 200 may exchange Real-time Transport Control Protocol (RTCP) messages.
  • RTCP Real-time Transport Control Protocol
  • the outbound server 200 interworks with the switchboard 200 , sends a call to the called terminal 400 , and receives media data from the switchboard 200 .
  • the outbound server 200 analyzes the ringback tone included in the media data to determine the state of the called terminal as a call connection or a call failure.
  • the outbound server 200 may analyze in real time a unique called party status guide voice for each communication service provider, and determine the called terminal status as a call failure based on this.
  • the outbound server 200 may analyze the RBT to determine the cause of the call failure.
  • the cause of the call failure may include a busy call, a call rejected, no answer, an off-line, an invalid number, and the like.
  • the outbound server 200 stores characteristic information of RBTs provided by telecommunication operators for each country according to the state of the called terminal, and extracts characteristic information based on the starting point (eg, beep/tone) of the input RBT and It is possible to determine the state of the called terminal by comparing.
  • the outbound server 200 may determine the state of the called terminal from the RBT using artificial intelligence-based audio analysis technology.
  • the outbound server 200 does not transfer the media data to the counselor terminal 300 before the call connection, and when the call connection with the called terminal 400 is confirmed, the call transfer to the counselor terminal 300 (call transfer) do. Through this, the media path between the counselor terminal 300 and the called terminal 400 is connected, and the counselor can conduct a consultation service with the called party to whom the call is transferred without the need to listen to the ringback tone.
  • the outbound server 200 may transmit a call connection termination message to the switchboard 200 when a call failure with the called terminal 400 is confirmed before the call connection.
  • the outbound server 200 may report a call connection failure event to the counselor terminal 300 . Therefore, the counselor may not spend time listening to the RBT.
  • the outbound server 200 may record the cause of a call failure with the called terminal in the consultation database.
  • the outbound server 200 may perform subsequent processing for the called terminal 400 according to the outbound business policy for each cause of call failure. For example, as shown in Table 1, when the cause of the call failure is at least one of busy call, call rejection, no answer, and terminal off, the outbound server 200 sends a message to the called terminal 400 or after a predetermined time.
  • follow-up processing is possible according to the basic business policy of redialing.
  • the outbound server 200 may delete the corresponding phone number from the customer list or record the missing number in the corresponding phone number of the consultation database.
  • the outbound server 200 may make a redial according to the basic business policy or display a redial target in the customer list of the counselor.
  • the outbound server 200 may classify the specific customer as a customer difficult to call.
  • the outbound server 200 applies a special business policy to a customer who has difficulty in calling, and through this, a call connection success rate of a customer who is difficult to call can be increased.
  • the special business policy may include, for example, redialing by changing an outgoing phone number, transmission of a voice message through voice mail, transmission of a counselor's phone number, and the like.
  • the outbound server 200 may make a call to a customer who is difficult to call by changing the outgoing phone number.
  • the outbound server 200 may determine a communication service provider subscribed to by the customer based on the RBT analysis, and transmit a voice message to the customer's voice mailbox according to the communication service provider's voice mail flow.
  • the outbound server 200 may transmit a counselor's phone number for calling a counselor to the customer.
  • the outbound server 200 may analyze the call connection success rate for each customer in order to increase outbound work efficiency, and classify or reconfigure the customer list for consultation based on this.
  • the outbound server 200 may allocate a small number of outgoing lines and a processor for RBT analysis for a counselor who is assigned a customer list having a high call connection success rate.
  • the outbound server 200 may allocate a large number of outgoing lines and a processor for RBT analysis to a counselor who is assigned a customer list with a low call connection success rate.
  • the outbound server 200 may increase outbound work efficiency by varying the processor for analyzing the outgoing line and the RBT based on the call connection success rate of the customer list assigned to the counselor.
  • the outbound server 200 may be applied to various types of consulting business processes. Representatively, the outbound consultation service can be divided into a preview outbound method and a multi-channel automatic dial outbound method.
  • the preview outbound method is a method in which a counselor confirms customer information and directly participates in the outgoing process to conduct a consultation.
  • the counselor can make a call by directly selecting a called party from the customer list, or an outbound program of the counselor's terminal can automatically select the called party from the customer list and make a call.
  • the outbound server 200 may receive an outgoing request from the counselor terminal 300 to the called terminal 400 and initiate a signaling procedure with the called terminal 400 .
  • the multi-channel automatic dialing outbound method is a method in which a number of customers are called, and when a customer answers a call, the call is transferred to a waiting agent for consultation.
  • the outbound server 200 may transmit a call to a plurality of called terminals and allocate a call-connected call to the counselor terminal 300 in a consultation available state.
  • the counselor terminal 300 may access the outbound server 200 and mount a counseling application in which various functions for telephone-based counseling work are implemented.
  • the counselor terminal 300 may transmit various commands to the outbound server 200 through the counseling application and receive various events from the outbound server 200 .
  • a phone number (extension number) may be assigned to the counselor terminal 300 .
  • the counselor terminal 300 may receive a call connected to the incoming Tamar through the switchboard 100 .
  • the counselor may transmit an outbound request command to the called terminal 400 to the outbound server 200 through the counseling application. Then, the outbound server 200 performs a call connection procedure with the called terminal 400 on behalf of the counselor, and when the status of the called terminal is determined to be call connection based on the RBT analysis result, the call is transferred to the counselor terminal 300 and, if it is determined that the call has failed, the call connection procedure may be terminated and a call connection failure event may be transmitted to the counselor terminal 300 .
  • the counselor may communicate with the called party after receiving the call of the called terminal connected to the call from the outbound server 200 .
  • calls may be sequentially sent to the customers through the outbound server 200 .
  • the outbound server 200 automatically ends the call connection procedure, records the cause of the call failure in the consultation database, and outbounds according to the cause of the call failure. Actions according to business policies are automatically executed.
  • the counselor can make a call to the customer B immediately after the call connection procedure with the customer A is terminated. Accordingly, the counselor can make calls to more customers, shortening the time to complete the consulting work for the customer list, and increasing outbound work efficiency.
  • the counselor may make a simultaneous call to a plurality of customers through the outbound server 200 .
  • the counselor may conduct a consultation service with a customer connected to a call from among a plurality of customers without having to listen to the ringback tones of several lines.
  • the outbound server 200 automatically terminates the call connection procedure, records the cause of the call failure in the consultation database, and automatically executes the operation according to the outbound business policy according to the cause of the call failure. .
  • Sending a call to a plurality of customers at the same time means an increase in the number of outgoing calls, and as the number of calls increases, the number of successful call connections increases, so that outbound work efficiency can be improved.
  • FIG. 2 is a block diagram of an outbound server.
  • the outbound server 200 is a computing device operated by at least one processor, and includes a counselor terminal interface unit 210 , a main control unit 220 , a call control unit 230 , and a signaling message transmitting and receiving unit ( 232 ), a media control unit 240 , a media transceiver unit 242 , an RBT analysis unit 250 , a consultation database 260 , and a session information management unit 270 .
  • a counselor terminal interface unit 210 includes a main control unit 220 , a call control unit 230 , and a signaling message transmitting and receiving unit ( 232 ), a media control unit 240 , a media transceiver unit 242 , an RBT analysis unit 250 , a consultation database 260 , and a session information management unit 270 .
  • the counselor terminal interface unit 210 is connected to the counselor terminal 300 having a counseling application mounted thereon through an API.
  • the counselor terminal interface unit 210 performs session connection (eg, log-in) and session release (eg, log-out) with the counselor terminal 300 .
  • session connection eg, log-in
  • session release eg, log-out
  • the counselor terminal interface unit 210 may accept the connection connection after user verification.
  • the counselor terminal interface unit 210 may drive a Keep-Alive function for monitoring the connected connection state of the connected counselor terminal 300 , and when a connection connection failure is confirmed, the connection with the counselor terminal 300 may be released.
  • the counselor terminal interface unit 210 may transmit various commands received from the counselor terminal 300 to the main control unit 220 , and may transmit events received from the main control unit 220 to the counselor terminal 300 .
  • the counselor terminal interface unit 210 transmits the counselor registration command received from the counselor terminal 300 to the main control unit 220 , and transmits the counselor registration result event received from the main control unit 220 to the counselor terminal 300 .
  • the counselor terminal interface unit 210 may receive an outgoing request command from the counselor terminal 300 to the called terminal 400 , and transmit it to the main control unit 220 . Thereafter, the counselor terminal interface unit 210 may transmit the incoming terminal status event (eg, call connection success, call connection failure) received from the main control unit 220 to the counselor terminal 300 .
  • the counselor terminal interface unit 210 may receive commands such as stop calling and stop call connection, and transmit them to the main control unit 220 .
  • the main control unit 220 receives various commands of the counselor terminal 300 through the counselor terminal interface unit 210, and interworks with the call control unit 230 to send, stop, and stop calls to the called terminal 400. You can proceed with the procedure.
  • the main control unit 220 may transmit the event received from the call control unit 230 to the counselor terminal 300 through the counselor terminal interface unit 210 .
  • the main controller 220 may allocate a customer list for outbound counseling to the counselor terminal 300 .
  • the main control unit 220 may analyze the call connection success rate for each customer in order to increase outbound work efficiency, and classify or reorganize the customer list for consultation based on this.
  • the main control unit 220 may allocate an outgoing line for the counselor terminal 300 and a processor for RBT analysis in consideration of the call connection success rate of the customer list.
  • the main control unit 220 may record the cause of the call failure with the called terminal received from the call control unit 230 in the consultation database 260 .
  • the main control unit 220 may perform follow-up processing for the call failure customer according to the outbound business policy for each cause of the call failure.
  • the main controller 220 may update the management information by transferring the session connection information with the counselor terminal changed through a command or an event processing procedure, call state information transmitted to the counselor terminal, and the like to the session information manager 270 .
  • the main controller 220 may store the counseling result of the counselor terminal 300 in the counseling database 260 .
  • the main control unit 220 may perform system initialization, driving, and resource management based on a set value.
  • a network interface, a reception port, a log data level, exchange connection information, SIP account information, SIP and RTP transmission information, etc. for connection to the counselor terminal may be set.
  • the call control unit 230 performs procedures such as calling, stopping, and stopping a call to the called terminal 400 according to the SIP.
  • the call control unit 230 may attempt a call connection through signaling with the called party.
  • the call control unit 230 transmits a SIP INVITE message to the switch 100 through the signaling message transceiver 232 in which the interface with the switch 100 is implemented, and receives the SIP response message from the switch 100 to the called terminal ( 400) may be performed.
  • the call controller 230 may update the management information by transferring the call state information changed during SIP signaling to the session information manager 270 .
  • the call control unit 230 can receive the called party's media data. Therefore, the call control unit 230 transmits the called party information for media communication to the media control unit 240 to use the RTP-based Activates media communication and commands media data processing.
  • the called party information may include the called party's media IP address and port number.
  • the call control unit 230 instructs the RBT analysis unit 250 to analyze the RBT.
  • the call control unit 230 receives the analysis result from the RBT analysis unit 250 .
  • the analysis result may be a call connection failure event or a call connection success event.
  • the call control unit 230 When the call control unit 230 receives a call connection failure event from the RBT analysis unit 250 , the call connection procedure is terminated.
  • the call control unit 230 instructs the media control unit 240 to stop media communication, and the RBT analysis unit 250 to stop analyzing the RBT.
  • the call control unit 230 may extract the cause of the call failure included in the call connection failure event and store it in the consultation database 260 .
  • the cause of the call failure may include a busy call, a call rejected, no answer, an off-line, an invalid number, and the like.
  • the code value of the cause of the call failure may be included in the call connection failure event.
  • the call control unit 230 When the call control unit 230 receives a call connection success event from the RBT analysis unit 250, the call control unit 230 checks the counselor's phone number (extension number) assigned to the counselor terminal 300, and sends the call to the corresponding number to the switchboard 100. Request call forwarding.
  • the counselor's phone number (extension number) may be managed by the session information management unit 270 .
  • the signaling message transceiver 232 transmits and receives SIP-based signaling messages exchanged between the call control unit 230 and the switchboard 100 .
  • the signaling message transceiver 232 may initiate transmission of a Transmission Control Protocol (TCP), User Datagram Protocol (UDP), or Transport Layer Security (TLS) according to a setting, and exchange signaling messages with the switchboard 100 .
  • TCP Transmission Control Protocol
  • UDP User Datagram Protocol
  • TLS Transport Layer Security
  • the signaling message transceiver 232 monitors a connection connection by activating a keep-alive function, and may perform a recovery procedure when connection disconnection is confirmed.
  • the media control unit 240 processes the media data received from the switchboard 100 according to the command of the call control unit 230 .
  • the media control unit 240 activates media communication and receives an RTP message from the media transceiver 242 .
  • the media control unit 240 extracts media data from the received RTP message, and transmits the media data to the RTP analysis unit 250 in the form of a media stream (audio stream).
  • the media data includes RBT.
  • the media controller 240 may process the RTCP message received from the switch 100 , generate an RTCP message according to the RTP transmission/reception state, and transmit it to the switch 100 .
  • the media transceiver 242 exchanges RTP messages through UDP transmission.
  • the media transceiver 242 may be set to a destination address obtained through SDP negotiation.
  • the RBT analysis unit 250 analyzes the RBT included in the media data received from the media control unit 240 according to the command of the call control unit 230 to determine the success or failure of a call connection with the called terminal. .
  • the RBT analysis unit 250 may analyze a call during a call, a call rejection, no answer, a terminal off, a missing number, and the like from the called party's state guidance voice.
  • the RBT analysis unit 250 stores characteristic information of RBTs provided by telecommunication operators for each country according to the state of the called terminal, and extracts characteristic information based on the starting point (eg, beep/tone) of the input RBT. It is possible to determine the state of the called terminal by comparing with .
  • the outbound server 200 may determine the state of the called terminal from the RBT using artificial intelligence-based audio analysis technology.
  • the ringback tone analysis unit 250 may transmit a call connection success event to the call control unit 230 when the call connection is successful.
  • the RBT analysis unit 250 may transmit a call connection failure event to the call control unit 230 in the case of a call connection failure.
  • the RBT analysis unit 250 may generate a call connection failure event including causes of call failure, such as during a call, call rejection, no answer, terminal off, and missing number.
  • the counseling database 260 may store the counseling result of the counselor terminal 300 .
  • the consultation database 260 may store information on the called party whose call connection has failed along with the cause of the call failure.
  • the session information management unit 270 manages session connection information with the counselor's terminal, call state information transmitted to the counselor's terminal, and the counselor's phone number (extension number).
  • the session information management unit 270 allocates resources for communicating with the counselor terminal 300 to which the outbound server 200 is connected, and records the connected session information. Thereafter, the session information management unit 270 updates the changed session connection information with the counselor terminal, call state information transmitted to the counselor terminal, and the like, and returns all resources when the session with the counselor terminal is released and then deletes the session information.
  • the outbound server 200 may transmit a call to the called party on behalf of the counselor terminal 300 , and transmit only the call connected to the caller to the counselor terminal 300 through RBT analysis. Therefore, the outbound server 200 can improve the consultation work environment by increasing the call connection success rate of the outbound consultation service, thereby improving consultation efficiency, eliminating unnecessary RBT listening time of the counselor, and allowing the counselor to make a call with the RBT. Errors that may occur in the process of judging failures can be reduced. In addition, the outbound server 200 can automatically record the cause of call failure obtained through RBT analysis in the database, so that it can be utilized for a subsequent call attempt.
  • FIG. 3 is a diagram for explaining an RBT analysis server applied to an existing outbound call center system
  • FIG. 4 is a configuration diagram of the RBT analysis server.
  • the RBT analysis server 500 using the call control unit 230, the media control unit 240, and the RBT analysis unit 250 related to RBT analysis is the existing system. can be used for
  • PDS Predictive Dialing System
  • ACS Automatic Call System
  • the PDS/ACS does not analyze the RBT, and only determines that the call connection fails if it is connected to the voice mailbox after the call is connected. Since the analysis is performed after the call is connected, the consultation may be delayed after the called party answers the call. If the call connection fails, it is impossible to determine the specific cause of the call failure, and call charges may occur when connecting to the voicemail.
  • the RBT analysis server 500 may be used.
  • the RBT analysis server 500 may be applied to various environments.
  • the RBT analysis server 500 is disposed between the switchboard 10 and the existing outbound system (PDS/ACS) 20 and may be connected through an IP trunk.
  • the RBT analysis server 500 may be disposed outside the switchboard 10 and directly connected to the communication service provider switchboard 30 .
  • the switch 10 is built with an ISDN Primary Rate Interface (PRI)
  • the RBT analysis server 500 may be connected to the PRI trunk through the VoIP gateway 40 .
  • the VoIP gateway 40 may perform PRI-IP signaling and media conversion.
  • the RBT analysis server 500 analyzes interest packets related to RBT analysis while relaying signaling (SIP) and media (RTP/RTCP) packets transmitted in the trunk section. If the RBT analysis server 500 determines that the call connection has failed, it may request termination of the call connection by transmitting a call connection failure event to a designated destination.
  • the call connection failure event may include a code value indicating the cause of the call failure.
  • the RBT analysis server 500 performs only packet relay.
  • the RBT analysis server 500 may block the RBT transmitted from the called party before connecting the call, and deliver a silence packet or a set sound source to the counselor's terminal. Through this, it is possible to reduce the stress caused by listening to the RBT felt by the counselor.
  • the RBT analysis server 500 includes a packet receiving unit 510 , a distribution unit 520 , a call control unit 530 , a media control unit 540 , an RBT analysis unit 550 , and a packet transmission unit. 560 may be included.
  • the packet receiver 510 receives packets transmitted in the trunk section and selects interest packets related to RBT analysis.
  • the packet receiving unit 510 transmits the interest packets to the distributing unit 520 .
  • the packet receiving unit 510 may receive TCP/UDP transport packets transmitted in the trunk section, extract a SIP message or an RTP/RTCP message from RTP related interest packets, and then deliver it to the distribution unit 520 .
  • the packet receiver 510 may set the direction according to the source address of the packet. If the source address is an existing outbound system, it may be set to an uplink, and if the source address is not an existing outbound system, it may be set to a downlink. Through this, the destination address of the packet can be updated according to the directionality.
  • the packet receiving unit 510 transmits other packets other than the interest packets to the packet transmitting unit 560 to be relayed in the trunk section.
  • the packet receiver 510 may update the destination addresses of other packets, and then transmit them to the packet transmitter 560 to be relayed. Meanwhile, the packet receiving unit 510 may relay packets transmitted in the trunk section as it is, but may duplicate the selected interest packets related to RBT analysis and deliver them to the distribution unit 520 .
  • the distribution unit 520 receives the interest packets or the SIP message or RTP/RTCP message extracted from the interest packets from the packet receiver 510 , and distributes the messages to the call controller 530 or the media controller 540 . .
  • the distribution unit 520 may transmit the SIP message and the RTP/RTCP message to the media control unit 540 .
  • the call control unit 530 monitors a call connection state between the existing outbound system and the called party through the SIP message. When the SDP negotiation between the existing outbound system and the called party is confirmed, the call control unit 530 instructs the RBT analysis unit 550 to analyze the RBT. The call control unit 230 receives the analysis result from the RBT analysis unit 550 .
  • the analysis result may be a call connection failure event or a call connection success event.
  • the call controller 530 may request termination of the call connection by transmitting the call connection failure event to a designated destination.
  • the call connection failure event may include a code value indicating the cause of the call failure.
  • the call control unit 530 may include the cause of the call failure in the SIP response message to the designated destination of the calling party.
  • the call controller 530 separates the SIP session connected between the calling party and the called party in both directions, and intervenes between the calling party and the called party to perform a call connection termination procedure.
  • the call control unit 530 may extract the cause of the call failure included in the call connection failure event and store it in the consultation database.
  • the call control unit 530 When the call control unit 530 does not receive the call connection failure event from the RBT analysis unit 550 , the call control unit 530 transmits the SIP message received from the distribution unit 520 to the packet transmission unit 560 and relays it. In this case, the call control unit 530 may transmit a packet of the SIP message updated with header information to the packet transmission unit 560 so that the SIP message is routed to the destination address.
  • the media control unit 540 extracts media data from the RTP message received from the distribution unit 520 and transmits the media data to the RTP analysis unit 550 in the form of a media stream (audio stream).
  • the media data includes RBT.
  • the media control unit 540 transmits the RTP/RTCP message received from the distribution unit 520 to the packet transmission unit 560 and relays it.
  • the call control unit 530 may transmit the packet of the RTP/RTCP message updated with header information to the packet transmission unit 560 so that the RTP/RTCP message is routed to the destination address.
  • the RBT analysis unit 550 analyzes the RBT included in the media stream received from the media control unit 540 according to the command of the call control unit 530 and determines the state of the called terminal as a call connection or a call failure.
  • the RBT analysis unit 550 may analyze a call during a call, a call rejection, no answer, a terminal off, a missing number, and the like from the called party's state guidance voice.
  • the RBT analysis unit 550 may transmit a call connection success event to the call control unit 230 when the call connection is successful.
  • the RBT analysis unit 550 may transmit a call connection failure event to the call control unit 230 in the case of a call connection failure.
  • the RBT analysis unit 550 may generate a call connection failure event including the cause of the call failure, such as during a call, call rejection, no answer, terminal off, and missing number.
  • the packet transmission unit 560 transmits the relay-requested packets from the call control unit 530 and the media control unit 540 to the destination.
  • the RBT analysis server 500 can analyze the RBT by using the RBT analysis-related interest packets exchanged between the existing outbound system and the called party, and quickly determine the connection failure before connecting the call. In addition, when the call connection fails, the RBT analysis server 500 can automatically record the cause of the call failure in the database, so that it can be utilized for a subsequent call attempt.
  • FIG. 5 is a flowchart of a preview outbound call processing method
  • FIG. 6 is a flowchart of a multi-channel auto-dial outbound call processing method.
  • the outbound server 200 receives a call request command from the counselor terminal 300 to the called terminal 400 ( S110 ).
  • the outbound server 200 interworking with the switchboard 100 attempts a call connection with the called terminal 400 (S120).
  • the outbound server 200 receives the media data transmitted from the called party from the switchboard 100 (S130).
  • the outbound server 200 analyzes the ringback tone included in the media data and determines whether the call connection succeeds or the call connection fails ( S140 ).
  • the outbound server 200 may determine that the call connection has failed if, through RBT analysis, the incoming party status guide voice guides during a call, call rejection, no answer, terminal off, missing number, and the like.
  • the outbound server 200 stores characteristic information of RBTs provided by telecommunication operators for each country according to the state of the called terminal, and extracts characteristic information based on the starting point (eg, beep/tone) of the input RBT and It is possible to determine the state of the called terminal by comparing.
  • the outbound server 200 may determine the state of the called terminal from the RBT using artificial intelligence-based audio analysis technology.
  • the outbound server 200 checks the counselor's phone number (extension number) assigned to the counselor's terminal 300, and requests a call transfer to the corresponding number to the switchboard 100 (S150).
  • the counselor terminal 300 is connected to the called terminal 400 through the forwarded call.
  • the outbound server 200 terminates the call connection procedure with the called terminal 400 and transmits a call connection failure event to the counselor terminal 300 (S160).
  • the outbound server 200 records the cause of the call failure in the consultation database, and executes an operation according to the outbound business policy according to the cause of the call failure (S170).
  • the outbound server 200 may transmit a text message to the called terminal 400 according to the outbound business policy.
  • the outbound server 200 may redial the call to the called terminal 400 according to the outbound business policy, and if the call connection is successful, the call may be transferred to the counselor terminal 300 .
  • the outbound server 200 may indicate that the caller is a redemption target in the counselor's customer list so that the counselor can redial the call to the called terminal 400 according to the outbound business policy.
  • the outbound server 200 interworking with the switchboard 100 attempts a call connection with a plurality of called terminals using a plurality of outgoing lines ( S210 ).
  • the outbound server 200 receives the media data transmitted from the called party from the switch 100 after completing the SDP negotiation with the called party for each calling line (S220).
  • the outbound server 200 analyzes the ringback tone included in the media data for each outgoing line, and determines whether the call connection succeeds or the call connection fails (S230).
  • the outbound server 200 checks the counselor's phone number (extension number) that is available for consultation, and transfers the call of the call connection successful line to the counselor's phone number through the switchboard 100 ( S240).
  • the outbound server 200 terminates the call connection procedure of the call connection failure lines, records the call failure cause of each called terminal in the consultation database, and executes an operation according to the outbound business policy according to the call failure cause (S250) ).
  • FIG. 7 is a flowchart of an operation method of a RBT analysis server applied to a built-up outbound system.
  • the RBT analysis server 500 receives packets transmitted in the trunk section and selects interest packets related to RBT analysis ( S310 ).
  • Interest packets related to RBT analysis may be packets including a SIP message or an RTP/RTCP message.
  • the RBT analysis server 500 relays and transmits packets other than interest packets to the trunk section.
  • the RBT analysis server 500 confirms completion of the SDP negotiation between the outbound system and the called party built based on the SIP message extracted from the interest packets (S320).
  • the RTP analysis server 500 extracts media data from the RTP message extracted from the interest packets, analyzes the RTP included in the media data, and determines whether the call connection succeeds or fails ( S330 ).
  • the RBT analysis server 500 transmits a call connection failure event to a designated destination (S340).
  • the call connection failure event may include a code value indicating the cause of the call failure.
  • the RBT analysis server 500 updates header information so that the interest packets are routed to the destination address, and then relays them to the trunk section (S350).
  • FIG. 8 is a view for explaining a method of resource distribution based on a call connection success rate of a customer list.
  • the outbound server 200 may analyze a call connection success rate for each customer in order to increase outbound work efficiency, and classify or reorganize the customer list for consultation based on this.
  • the outbound server 200 may distribute resources for outbound consultation based on the call connection success rate for each customer list.
  • the outbound server 200 may distribute resources for outbound consultation in consideration of the call connection success rate for each customer list, the counselor's work skill level, and the consultation service purpose.
  • Resources for outbound consultation may include an outgoing line and a per line processor for RBT analysis.
  • the outbound server 200 may create a customer list A having a high call connection success rate by grouping customers having a call connection success rate or an expected success rate equal to or greater than the first criterion.
  • the outbound server 200 may create a customer list B having a good call connection success rate by grouping customers having a call connection success rate or an expected success rate equal to or greater than the second criterion.
  • the outbound server 200 may create a customer list C having a low call connection success rate by grouping customers whose call connection success rate or expected success rate is less than or equal to the third criterion, or customers classified as difficult to call.
  • the outbound server 200 may allocate one outgoing line and one processor for analyzing the RBT for the counselor A who is assigned the customer list A having a high call connection success rate.
  • the outbound server 200 may allocate two outgoing lines and two processors for analyzing the RBT for the counselor B assigned with the customer list B having a good call connection success rate.
  • the outbound server 200 may allocate 5 outgoing lines and 5 processors for analyzing the RBT for the counselor C assigned with the customer list C having a low call connection success rate.
  • the outbound server 200 may calculate the call connection success rate of the customer list in real time while sequentially performing a call connection procedure with the customers of the customer list. In addition, the outbound server 200 may allocate an outgoing line for outbound consultation of the customer list and a processor for analyzing the RBT based on the current call connection success rate.
  • FIG. 9 is a flowchart illustrating a resource distribution method based on a real-time call connection success rate.
  • the outbound server 200 allocates basic resources for each customer list ( S410 ).
  • the basic resource may be one outgoing line and one processor for its RBT analysis.
  • the outbound server 200 calculates the call connection success rate of each customer list in real time while sequentially performing a call connection procedure with the customers of each customer list (S420).
  • the outbound server 200 increases the allocated resources for the consultation service of the customer list whose call connection success rate is less than or equal to the standard (S430). For example, as a result of performing a call connection procedure for a certain customer list, when the number of outgoing calls is N or more and the call connection success rate is P% or less, the outbound server 200 may increase the allocated resources. That is, the outbound server 200 may increase the number of successful call connection by increasing the number of outgoing calls for a customer list having a low call connection success rate in order to increase outbound work efficiency.
  • the outbound server 200 variably increases or decreases the allocated resources based on the call connection success rate of each customer list (S440).
  • FIG. 10 is a flowchart of a method for generating a customer list based on RBT analysis.
  • the outbound server 200 analyzes an RBT in a call connection procedure with a customer and acquires call data for each customer including the result of the RBT analysis ( S510 ).
  • the call data may include a communication service provider subscribed to by the customer, whether the call is successful or not, and the cause of the call failure.
  • the outbound server 200 calculates a call connection probability for each customer based on the call data for each customer (S520).
  • the outbound server 200 generates a customer list by extracting customers suitable for the campaign purpose based on the call connection probability and call data for each customer (S530).
  • the outbound server 200 may generate a customer list suitable for a campaign purpose and a high call connection success rate by considering the call data together with the existing customer information.
  • outbound work it is essential to create a campaign and extract customers that meet the campaign purpose.
  • Customer information-based customer extraction is common. For example, when extracting customers for a campaign related to car insurance sales, various information such as customer address, occupation, income, family relationship, car ownership, car insurance subscription information, and credit score may be used.
  • the counselor performs outbound work on the extracted customer list extracted based on customer information, it may be difficult to conduct this consultation with the customer because the call connection success rate is low.
  • the outbound server 200 extracts the customer list in consideration of the call connection probability for each customer, high outbound work efficiency can be expected.
  • the outbound server 200 may determine the cause of call failure through RBT analysis and perform subsequent processing suitable for the cause of the call failure, thereby increasing the call connection success rate.
  • the embodiment of the present disclosure described above is not implemented only through the apparatus and method, and may be implemented through a program for realizing a function corresponding to the configuration of the embodiment of the present disclosure or a recording medium in which the program is recorded.

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  • Business, Economics & Management (AREA)
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Abstract

La présente invention concerne un procédé de fonctionnement d'un serveur sortant comprenant les étapes consistant à : recevoir une commande de demande d'appel d'un terminal de représentant de service client vers un terminal appelé ; tenter d'établir une connexion d'appel avec le terminal appelé conjointement avec un commutateur et recevoir, en provenance du commutateur, des données multimédias transmises depuis un côté appelé ; analyser une tonalité de retour d'appel incluse dans les données multimédias ; et, lorsqu'il est déterminé que la connexion d'appel a échoué à la suite de l'analyse de la tonalité de retour d'appel, mettre fin à la procédure de connexion d'appel avec le terminal appelé, puis transmettre un événement de défaillance de connexion d'appel au terminal de représentant de service client.
PCT/KR2021/013315 2020-10-26 2021-09-29 Procédé de traitement d'un appel sortant sur la base d'une analyse de tonalité de retour d'appel, et serveur sortant le mettant en œuvre WO2022092590A1 (fr)

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JP2023501500A JP2023533752A (ja) 2020-10-26 2021-09-29 通話連結音分析基盤のアウトバウンド呼処理方法、これを提供するアウトバウンドサーバー

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KR20200139393 2020-10-26
KR10-2020-0139393 2020-10-26
KR1020210128513A KR20220055409A (ko) 2020-10-26 2021-09-29 통화연결음 분석 기반 아웃바운드 호 처리 방법, 이를 제공하는 아웃바운드 서버
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KR100458448B1 (ko) * 2002-03-05 2004-12-03 에이블컴(주) 자동 전화 발신 시스템 및 그 방법
KR100592025B1 (ko) * 2004-04-01 2006-06-20 서울통신기술 주식회사 콜 센터에서의 아웃바운드 호 처리장치 및 그 방법
KR20120114430A (ko) * 2011-03-18 2012-10-17 한신평신용정보 주식회사 콘택 등급 정보를 이용한 전화 마케팅 시스템 및 그 방법
US20160105558A1 (en) * 2011-08-23 2016-04-14 Genesys Telecommunications Laboratories, Inc. Method for automated handling of outbound contacts requiring assured connection to a live agent
KR20160068554A (ko) * 2014-12-05 2016-06-15 (주)넥스윌 착신 단말의 상태 분석 방법 및 장치, 그리고 이를 구현한 프로그램

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Publication number Priority date Publication date Assignee Title
KR100458448B1 (ko) * 2002-03-05 2004-12-03 에이블컴(주) 자동 전화 발신 시스템 및 그 방법
KR100592025B1 (ko) * 2004-04-01 2006-06-20 서울통신기술 주식회사 콜 센터에서의 아웃바운드 호 처리장치 및 그 방법
KR20120114430A (ko) * 2011-03-18 2012-10-17 한신평신용정보 주식회사 콘택 등급 정보를 이용한 전화 마케팅 시스템 및 그 방법
US20160105558A1 (en) * 2011-08-23 2016-04-14 Genesys Telecommunications Laboratories, Inc. Method for automated handling of outbound contacts requiring assured connection to a live agent
KR20160068554A (ko) * 2014-12-05 2016-06-15 (주)넥스윌 착신 단말의 상태 분석 방법 및 장치, 그리고 이를 구현한 프로그램

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