KR101833230B1 - The convert device of imaginary number - Google Patents

Abstract

A virtual number conversion apparatus for managing a customer's phone number with a virtual number within a company and an organization and safely protecting the customer's information even if the customer information is leaked from inside or outside for malicious purposes is disclosed.
The virtual number conversion device
A virtual number storage unit for mapping and storing a telephone number of a customer and an internal virtual number;
And
A phone number of a customer incoming from the outside is inquired by the virtual number storage unit to be converted into an internal virtual number and transferred to the inside or an internal virtual number corresponding to the telephone number of the customer, A virtual number conversion unit which inquires the storage unit to convert the telephone number into an actual telephone number and transmits the telephone number to the outside;
.

Description

The convert device of imaginary number < RTI ID = 0.0 >

The present invention relates to a virtual number conversion device for safely protecting a customer's information even if customer information is leaked from inside or outside to a malicious purpose by managing a customer's phone number with a virtual number within a company and an institution.

Within a company or organization, the customer's phone number is kept for various purposes. In places such as call centers, this is used as a key to customer information to pop up customer information on the screen to increase the overall consulting efficiency of customer satisfaction centers.

In the case of telemarketing, we use a variety of origination methods and devices to rapidly send to a large number of customers. The problem is that there is a possibility that the customer's information may leak out in various areas.

In order to prevent this, even if encryption or masking processing is performed on DB, log, and packet, it is very difficult in reality that it takes too much money and management elements to be applied to all related system and interface parts.

In addition, there is a virtual number service called security number, but it is not practical for companies and institutions to use security number for all customers for individual use.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problems, and it is an object of the present invention to provide a device that allows a telephone number of a customer managed within a company and an institution to be managed by a virtual number.

Another object of the present invention is to provide a virtual number conversion device that converts a phone number of a customer incoming from the outside into a virtual number or converts a virtual number generated in the inside into a telephone number of a customer, It is on.

It is a further object of the present invention to provide a device for making direct dialing through a virtual number, or having trouble in using various additional equipment such as a customer information pop-up and an outbound dialer system for an inbound telephone .

It is another object of the present invention to provide an apparatus suitable for minimizing management elements by concentrating customer personal information in one place without being distributed to various systems.

It is still another object of the present invention to provide a virtual number conversion method using the virtual number conversion apparatus.

According to an aspect of the present invention,

A virtual number conversion apparatus for preventing a customer information from being leaked by converting a telephone number of a customer incoming from the outside into an internal virtual number or converting an internal virtual number generated in the inside into a telephone number of a customer,

A virtual number storage unit for mapping and storing a telephone number of a customer and an internal virtual number; And

A phone number of a customer incoming from the outside is inquired by the virtual number storage unit to be converted into a virtual number and transferred to the inside or an internal virtual number corresponding to the telephone number of the customer, A virtual number conversion unit which converts the telephone number into an actual telephone number and transmits the same to outside;

And a control unit.

Here, a CTI for managing customer information and a virtual number manager for returning an internal virtual number corresponding to a telephone number of a customer or a telephone number of a customer corresponding to the internal virtual number to the CTI and virtual number converter at the request of the virtual number converter, And further comprising:

When the virtual number manager receives the request message for generating the internal virtual number from the CTI, the virtual number manager generates an internal virtual number corresponding to the customer's telephone number, and matches the generated internal virtual number with the customer's telephone number And stores the customer's telephone number and internal virtual number in the CTI.

The virtual number management unit encrypts the telephone number and the internal virtual number of the customer and stores the encrypted telephone number and the internal virtual number in the virtual number storage unit.

According to another aspect of the present invention,

A virtual number conversion method for converting a telephone number of a customer incoming from the outside into an internal virtual number or converting an internal virtual number generated internally to a telephone number of a customer, thereby preventing leakage of customer information,

Preparing a customer information database in which a customer name and a corresponding internal virtual number are stored, and a virtual number conversion device in which an internal virtual number and an actual telephone number corresponding thereto are stored;

When the customer name is input, the CTI refers to the customer information database and provides an internal virtual number corresponding to the inputted customer name to the private branch exchange;

Providing virtual private number to the virtual number converter; And

The virtual number converter outputs an actual telephone number corresponding to the internal virtual number to the public switched telephone network (PSTN);

And a control unit.

here,

When the actual telephone number is received from the public switched telephone network (PSTN), the virtual number converter outputs an internal virtual number corresponding to the actual telephone number to the private branch exchange.

here,

Providing an actual phone number corresponding to a customer name inputted by the CTI to the virtual number conversion device when an internal virtual number corresponding to the input customer name is not present in the customer information database;

The virtual number converter allocates a new internal virtual number to the actual telephone number, stores the actual telephone number and the internal virtual number assigned thereto, and transmits the actual telephone number and the allocated internal virtual number to the CTI The process of returning; And

The CTI may further include storing the customer name and corresponding internal virtual number in the customer information database.

The virtual number conversion device according to the present invention basically prevents a customer's telephone number from being leaked. Even if the customer's telephone number is leaked, the virtual number conversion device uses different internal virtual numbers for each company, It is possible to maintain the secret.

In addition, the virtual number conversion device according to the present invention utilizes the customer DB through the outsourcing as well as the existing employees when the customer contacts the customer using the customer DB of the corporation and the institution, . ≪ / RTI >

Further, the virtual number conversion apparatus according to the present invention has the effect of providing a stronger and more convenient method than the countermeasures of companies and organizations for protecting personal information and leakage of customer information.

1 shows a configuration of a virtual number conversion apparatus according to the present invention.
2 shows an embodiment of a virtual number conversion apparatus according to the present invention.
3 is a flowchart illustrating a virtual number conversion method according to the present invention.
4 is a flowchart showing the conversion of a message for an actual call in the virtual number conversion device.
5 shows a process of processing a request message.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, the present invention will be described in detail with reference to the accompanying drawings.

1 shows a configuration of a virtual number conversion apparatus according to the present invention.

1, the virtual number conversion apparatus 100 according to the present invention includes a virtual number storage unit 130 for matching and storing an actual phone number and an internal virtual number corresponding thereto, A real telephone number corresponding to an actual telephone number and an internal virtual number corresponding to the internal virtual number or a corresponding internal virtual number by a request of another system such as a computer-telephony integration (CTI) 50 or a request of the virtual number conversion unit 110, A virtual number management unit 120 that inquires, creates, modifies, and deletes the virtual number in the virtual number storage unit 130, and converts the internal virtual number into an actual phone number to make a call message for actual call connection to the outside Or a virtual number converter 110 for converting an actual phone number into an internal virtual number for a call received in the inside.

When a telephone call is received from a customer, the virtual number conversion apparatus 100 according to the present invention stores the telephone number of the customer (actual telephone number in the summary of the present invention) in the virtual number storage unit 130 (CID) information based on the internal virtual number in various systems such as CRM and CTI within the enterprise and the organization by transmitting the virtual number to the internal private branch exchange 20 do.

The virtual number conversion apparatus 100 according to the present invention transmits the internal virtual number received from the private branch exchange 20 to the customer's telephone number stored in the virtual number storage unit 130 The actual telephone number in the summary of the invention) to the public line (PSTN) 40. Accordingly, when a call center or an employee in an enterprise or an organization wishes to make a call to the outside through the private branch exchange 20, the call can be made using only the internal virtual number.

The virtual number conversion apparatus 100 converts the internal virtual number into an actual customer's telephone number or an actual telephone number into an internal virtual number for various messages generated during communication in addition to origination and reception, and delivers a message to both ends .

The virtual number storage unit 130 maps a telephone number of a customer and an internal virtual number and encrypts and stores the same. The virtual number storage unit 130 generates, modifies, and deletes the stored information according to a request from the virtual number management unit 120, decodes the information, and returns the information.

The virtual number management unit 120 generates an internal virtual number that is not duplicated upon a request from the virtual number conversion apparatus 100 or a request from another system, for example, the CTI 50, and returns its value, And stores it in the virtual number storage unit 130 together with the actual telephone number.

2 shows an embodiment of a virtual number conversion apparatus according to the present invention.

In FIG. 2, the internal virtual number corresponding to the customer's telephone number is referred to as # 12345678.

The outgoing call is provided to the public line (PSTN) 40 through the private branch exchange 20, the virtual number converter 100 and the Session Border Controller (SBC) 60, and the reception from the outside is provided through the reverse path / RTI >

For example, when calling an external customer, the FMC (Fixed Mobile Convergence, wired / wireless integration, 54), the key phone 52 and the CTI 50 output the internal virtual number # 12345678 to the private branch exchange 20, The virtual number converter 20 transmits a message including the internal virtual number # 12345678 to the virtual number converter 100, and in response, the virtual number converter 100 provides the customer's telephone number to the SBC 60. [

When the telephone number of the customer is inputted from the outside, the virtual number conversion device 100 outputs the internal virtual number # 12345678 corresponding to the telephone number of the customer to the private branch exchange 20.

In the customer information database 30, customer information (for example, customer name) and the internal virtual number of the customer are stored.

The CTI 50 refers to a system that efficiently distributes and manages inbound calls by combining a computer and a telephone. When the call center is constructed with the CTI 50, the detailed information about the customer who is talking on the telemarketer screen is provided in real time, so the average call time with the customer can be shortened by several tens of seconds, At the same time, the operation of the call center can operate more efficiently.

When the CTI 50 is connected to the private branch exchange 40, all the events related to the call can be confirmed, and a command to either call or disconnect the call can also be made to the private branch exchange 40 so that the telephone can be operated.

When a call is received from the outside, the CTI 50 receives an event from the private branch exchange 40. Since the caller-side contact information is contained in the event, when the customer information database 30 is inquired using the keyword as the keyword, the entire information (name, address, etc.) of the customer can be retrieved. It is called Screen Pop-up, which simultaneously outputs the alarm to the person's computer with the alarm.

When the user clicks the mouse on the PC screen with the inquired information through the customer information database 30, the caller (the person who clicked) and the receiver (the person inquired in the customer information database 30) via the CTI 50 When an outgoing call is issued to the private branch exchange 20, it is referred to as an outbound call, in which a telephone actually presenting a telephone call to a corresponding customer on a PC screen is referred to as a click-to-call, click-to-dial).

3 is a flowchart illustrating a virtual number conversion method according to the present invention.

Referring to FIG. 3, when receiving from the outside, that is, when a telephone number of a customer is inputted from the outside, the operation is as follows.

The occurrence of the event is confirmed through the CTI information (S410)

The CTI 50 determines whether it is an internal virtual number or not (S420). If the internal virtual number is an internal virtual number, the CTI 50 refers to the customer information database 30 and pops up the customer information (for example, customer name) (S440)

If it is not an internal virtual number, make a call to the telephone. (S450)

On the other hand, the operation when the call is made to the outside, that is, when the call is made to the outside using the internal virtual number, is as follows.

When the user inputs customer information (e.g., customer name) through the CTI device 50 (S460), the CTI device 50 refers to the customer information database 30 and generates an internal virtual Display the number to the user. (S470)

When the user selects the internal virtual number, the internal virtual number is transmitted to the private branch exchange 20 (S480). The private branch exchange 20 provides the internal virtual number to the virtual number conversion apparatus 100, The device 100 converts the internal virtual number into a corresponding telephone number of the customer and sends it to the outside (S490)

In this process, the user only inquires the internal virtual number allocated to the customer through the CTI 50, and the customer's telephone number provided by the virtual number conversion device 100 is not exposed to the user.

4 is a flowchart showing the conversion of a message for an actual call in the virtual number conversion device.

When a message relating to a call is first received from the private branch exchange 20 or the PSTN 40 (S200), the call type is determined. (S210)

In S210, if the call type is from outside, it is determined whether or not the internal virtual number is stored in the virtual number storage unit 140 through the actual telephone number (S220). If there is an internal virtual number Converts the actual phone number into an internal virtual number (S221), and forwards the call message to the private branch exchange 20 in-house (S222)

If it is confirmed in S220 that the internal virtual number is not stored in the virtual number storage unit 140, it is determined whether or not the virtual number automatic generation function is set (S223). In S223, If the phone number is set to be converted into the internal virtual number, a new internal virtual number is generated through the virtual number management unit 130 (S224), and a new field (internal virtual number, real number) (S225), converts the actual telephone number into an internal virtual number (S221), and transmits the telephone call message to the private branch exchange (20) in the office (S222)

In step S210, if the call type is a call originating from the inside, the virtual number inquiry unit 120 checks whether the calling number is an internal virtual number (S230). If the call type is an internal virtual number, (S231), converts the internal virtual number into an actual telephone number (S232), transmits the call connection message to the outside, and transmits (S233).

If the call type is origination from the inside and the calling number is an actual telephone number, the call connection message is transmitted to the outside without conversion and is transmitted. (S233)

5 shows a process of processing a request message.

The request message is for inquiry, creation, modification and deletion of the internal virtual number, not a call message, and is a message requested by the CTI 50, UC (Unified Communication), and the customer management system.

The request message is provided from the CTI 50 to the virtual number conversion apparatus 100, processed by the virtual number management unit 120, and returned to the CTI 50.

First, when a new request message is received (S300), the virtual number management unit 120 determines whether the type of the request message is inquiry or not (S310)

If the type of the request message is inquiry, the virtual number management unit 120 accesses the virtual number storage unit 130 to check whether there is an internal virtual number corresponding to the customer's telephone number (S310) And returns to the CTI 50.

If there is no internal virtual number corresponding to the telephone number of the customer in S320, it is checked whether the virtual number automatic generation function is set (S330). If not, a null value is returned.

If the virtual number automatic generation function is set in step S330, the process proceeds to step S341.

Next, in S310, if the type of the request message is not inquiry, it is determined whether the type of the request message is generated (S340). If the type of the request message is generation, a new internal virtual number to be allocated to the customer's telephone number is generated. (S341)

The virtual number management unit 120 encrypts and stores the internal virtual number-customer's telephone number as a new field in the virtual number storage unit 130 (S342), and returns the generated internal virtual number to the CTI 50 (S343)

If the request is not generated in step S340, the internal virtual number and the actual number are modified and deleted (S350), and the execution result value is returned to the CTI 50 (S351)

100 ... virtual number converter
20 ... PABX 30 ... Customer Information Database
50 ... CTI 40 ... PSTN

Claims (7)

delete delete delete A virtual number conversion apparatus (100) for preventing a customer information from being leaked by converting a telephone number of a customer incoming from the outside into an internal virtual number or converting an internal virtual number generated in the inside into a telephone number of a customer,
A virtual number storage unit 130 for mapping and storing a telephone number of a customer and an internal virtual number;
The virtual number storage unit 130 retrieves the telephone number of the customer from the outside, converts the telephone number into an internal virtual number,
A virtual number converter 110 for converting the virtual number stored in the virtual number storage unit 130 into an actual phone number and transmitting the virtual number to the outside;
A computer-telephony integration (CTI) 50 for managing customer information and an internal virtual corresponding to a telephone number of a customer corresponding to an internal virtual number or a telephone number of a customer at the request of the virtual number conversion unit 110 A virtual number management unit 120 for returning the number to the CTI and the virtual number conversion unit 110; Including the
The virtual number management unit 120 can inquire, create, modify, and delete stored internal virtual numbers according to a request of the CTI 50,
When a request message is provided from the CTI 50 to the virtual number conversion apparatus 100, a request message of the CTI 50 is processed by the virtual number management unit 120, and the processing result is transmitted to the CTI 50 Returned,
If the request message is received (S300), the virtual number management unit 120 determines the type of the request message (S310)
If the type of the request message is inquiry, the virtual number management unit 120 accesses the virtual number storage unit 130 to check whether there is an internal virtual number corresponding to the customer's telephone number (S320) The virtual number is returned to the CTI 50,
If there is no internal virtual number corresponding to the customer's telephone number, it is checked whether the virtual number automatic generation function is set (S330), and if not, a null value is returned.
If the virtual number automatic generation function is set, the process proceeds to a new virtual number generation step S341,
If the type of the request message is not inquiry, it is determined whether the type of the request message is generated (S340)
If the type of the request message is generated, the process proceeds to a new internal virtual number generation step to be assigned to the customer's telephone number (S341)
The virtual number management unit 120 generates an internal virtual number that is not duplicated while matching the internal virtual number and the telephone number of the customer as a new field in the virtual number storage unit 130, (S342), and returns the generated internal virtual number to the CTI 50 (S343)
If the type of the request message is not generated, modifying and deleting the internal virtual number and the actual number (S350), and returning the execution result value to the CTI 50 (S351).
delete delete A virtual number conversion method for converting a telephone number of a customer incoming from the outside into an internal virtual number or converting an internal virtual number generated internally to a telephone number of a customer, thereby preventing leakage of customer information,
Preparing a virtual number conversion apparatus 100 in which a customer information database in which a customer name and a corresponding internal virtual number are stored, an internal virtual number and an actual telephone number corresponding thereto are prepared;
When a customer name is input, a computer-telephony integration (CTI) 50 for managing customer information refers to the customer information database and provides an internal virtual number corresponding to the inputted customer name to the private switchboard.
Providing virtual private number to the virtual number conversion apparatus by the private branch exchange (20);
The virtual number conversion apparatus 100 outputs an actual telephone number corresponding to the internal virtual number to the public switched telephone network (PSTN);
When the actual telephone number is received from the public switched telephone network (PSTN), the virtual number conversion apparatus 100 outputs an internal virtual number corresponding to the actual telephone number to the PABX,
Providing an actual telephone number corresponding to a customer name inputted by the CTI to the virtual number converter (100) when an internal virtual number corresponding to the input customer name is not present in the customer information database;
The virtual number management unit 120 configured in the virtual number conversion apparatus 100 can inquire, create, modify, and delete stored internal virtual numbers at the request of the CTI 50, The virtual number management unit 120 processes the request message of the CTI 50 and returns the processing result to the CTI 50 if the request message is provided to the virtual number conversion apparatus 100. [
If the type of the request message is inquired (S310), the virtual number management unit 120 determines whether the type of the request message is inquired, (S320), and returning the inquired internal virtual number to the CTI (50);
If there is no internal virtual number corresponding to the telephone number of the customer, it is checked whether or not the virtual number automatic generation function is set (S330). If not, a null value is returned. If the virtual number automatic generation function is set If the type of the request message is not inquiry, it is determined whether the type of the request message is generated (S340). If the type of the request message is generated, the new virtual number is generated in step S341. The virtual number management unit 120 matches the internal virtual number and the telephone number of the customer as a new field to the virtual number storage unit 130, (S342), and returning the generated internal virtual number to the CTI 50 (S343). The internal virtual number is stored in the virtual number storage unit 130
If the request message type is not generated, modifying and deleting the internal virtual number and the actual number (S350), and returning the execution result value to the CTI 50 (S351); and
And storing the customer name and the corresponding internal virtual number in the customer information database by the CTI.

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