KR20090099924A - Multimedia Auto Answering Method with Multiple Call Connections and Its Apparatus - Google Patents

Abstract

The present invention relates to a multimedia automatic answering method having multiple call connections and a device thereof in a CTI and a key phone system or a switching system, comprising: (a) a call connection main unit connecting a plurality of call connection sub-units to form a network; (b) a service generation step in which a plurality of users access a main device through a common channel providing a service screen, select a service item, or input necessary information into additional customer authentication and service according to the service purpose; (c) searching for a call connection sub-device providing the service by the main apparatus and delivering the requested customer and service related information to the call connection sub-device; And (d) identifying, by the call connection subsystem, the customer who requested the service and providing the customer authentication and service according to the service purpose.

According to the present invention, it is possible to improve the call connection method by listening to the IVR in the CTI system and the keyphone system or the exchange system, and substantially reduce the time required for the IVR listening required for customer authentication and service selection. It can effectively provide unnecessary answering service and counseling service, and it is possible to integrate multimedia call connection device including call connection and voice guidance function, thereby replacing existing ACD and IVR equipment.

Description

Method and unit for interactive multimedia response to multiple call distribution with multimedia call connection

       The present invention relates to a multimedia automatic answering method having multiple call connections and a device thereof, and more particularly, to improve services by inbound or outbound call connection in a computer and telephony integration (CTI) system, a key phone system, and a switching system. It can improve the method of call connection by IVR listening, substantially reduce the time required for IVR listening required for customer authentication and service selection required to receive CTI service, and does not require consultation. Responds to counseling service by providing answering service, and enables integrated multimedia call connection device including call distribution and connection and voice guidance function. Multimedia automatic with multiple call connection that replaces existing ACD and IVR equipment A response method and apparatus therefor.

The existing CTI configuration and exchange system will be described as follows. Computer Telephone Integration (CTI) is a combination of a telephone system that supports call operation and a computer system that can process and provide information, and enables telephone and computing to control calls and data to maximize work efficiency and improve customer service. It is a system that integrates a computer with an open network.

The main components of the CTI system include an agent or agent who serves a call received by an ACD (Automatic Call Distribution) representative number, a computer supported telecommunication association (CSTA) that is a CTI protocol standard, a protocol and a service. API (Application Programming Interface), which is installed on the Agent PC and functions as a Soft Phone, which functions as a Soft Phone, Link between LAN and CTI Server, Link between LAN and CTI Server, Routing function CTI server, which mainly provides a voice recorder, stores voice information in the storage device of a computer, and selectively inputs a telephone button to provide a customer's desired information, such as an Interactive Voice Response (IRV), an Automatic Response System (ARS), or a recorded voice message. Voice Mail Service (VMS) for listening, FMS (Facs) for sending fax documents to multiple parties imile Mail Service), and recording server that stores consultation contents.

In general, the main function of a CTI system is to receive an incoming call to a PBX or exchange system and to send ANI (Automatic Number Identification) information to the CTI server, providing automatic call dispatcher (ACD) and voice answering (IVR) or automatic answering services. Provides counseling services by distributing calls to counselors who provide services or wait sequentially using ARS.

In addition, if the CTI service is small, it is possible to process individual calls only by accessing the PC and the telephone line without installing the PBX, in order to reduce the burden on the price and operation of the PBX. Recently, the representative phone number is leased using the Internet. It offers various hosting services such as announcements and wired / wireless forwarding.

With this CTI system, customers can listen to the information they want by voice using the voice prompts or view the document by fax, and enter the order details and transaction details according to the voice prompts, and transfer the bank account or pre-sales the ticket. It can be used in various business fields, including customer centers, as it enables users to create a database of customer phone numbers and to respond to each customer.

However, since the call connection is made by voice guidance by ACD or ARS (IVR), there is a limit in listening to unnecessary voicement and expressing and expressing information that need to hear and understand voicement for a short time. There is a limit in presenting a plurality of service use codes in a short time.

For example, if you call the main phone service numbers (1588, 1544), the IVR or ARS will call the service number, which is the first action, by the message "Please press the desired service number!" Press the authentication number, such as the service number or password, in the second or third operation.

Therefore, rather than sequentially listening to all the announcements required for the first operation, a method of providing the text or image menu screen in the first operation and selecting the service menu at once is much quicker and easier to understand. Hereinafter, a method and apparatus for selecting the second and third operations in the same manner are required.

In particular, listening to announcements is inefficient in services that can be solved by short-term customer input. For example, if a research investigation is needed, the candidate items are notified in the order of “No. 1 Kim, No. 2, No. 2, No. 3, No. 4, No. 4, No. Rather than providing a voice mement by a text message, a device that provides a text screen by a new ITR (Interactive Text Response) method and receives a desired number of questions in response to a guide memo is effective.

In addition, in the keyphone system, which is one of the exchange systems, to call the extension number by pressing the extension number, which is the first operation, to the IVR or ARS, please call the extension number. In the case of a busy, unanswered or absent call after the extension is connected, the extension (premises) number system or department or employee name is displayed on the text screen even when the second operation of pressing the extension (premises) number again is required for call transfer. It is effective to provide the right choice to connect the department or employee.

In addition, in the conventional method, call distribution and switching are performed by announcements by IVR (ARS) while a line of a voice processing board using 12 lines or 30 lines is connected, but a common channel that can be simultaneously connected to multiple users. When call distribution and switching are performed through the call, the call connection is possible without occupying the voice channel (line) as many times as the number of users, and the long line announcement is not required in the voice channel occupancy state, thereby increasing the line availability.

In addition, the CTI system provides a service screen so that information required for consultation can be input from the customer, thereby reducing the inquiries during consultation, and by automatically distributing a call to agents with high grades sequentially or by the ACD. Even when an employee needs to be connected, the counseling item requested by the customer can be provided in text so that the employee can be directly connected to the appropriate counselor.

Therefore, in the existing CTI and exchange system or key phone system, the service provision by IVR (ARS) voice announcement and the extension connection method can be improved, and the call channel can be connected without occupying the call channel, thus improving the communication channel efficiency. There is a need for a method and apparatus that can reduce the listening time, the number of call transfers, and the frequency of connection with the counseling staff, provide the necessary information for the service from the customer, and reduce the consultation time or minimize the consultation service. .

An object of the present invention devised to solve the above-mentioned problems is, when a call is connected in a public telephone network (PSTN or ISDN) of a CTI system or a key phone system or an exchange system, after one voice channel occupancy and sequential voice listening by the IVR. Rather than providing a service, multiple users access the main device through a common channel that provides a service screen for call connection so that each user can make a call without occupying the voice call channel, and selects a service item or additional customer authentication and Enter the necessary information into the service, and even if the caller or the recipient uses the extension number, the extension number can be identified by the number system having the extension number to perform the call connection corresponding to the service, and as a result, the call connection service When you select a service item on the screen, the public telephone network or public day Providing a service by voice announcements directly through a network or connecting to a counselor or an internal line (including an extension number) by multiplying and switching multiple calls to provide a multimedia automatic answering method and apparatus for providing a call. There is.

Because of this, call connection and switching are operated on the service screen, so that the service selection time by IVR voice listening and voice listening is reduced, and the call processing line of the public telephone network or the voice processing board used in the keyphone system or the switching system are not occupied. The present invention provides a multimedia automatic answering method and apparatus having a multiple call connection that can increase the availability by reducing the occupancy of the call line because the call connection is possible.

This enables interactive multimedia response (IMR) rich in expression of information for service understanding and delivery through the service screen, and smooth service provision through the service screen as well as requesting authentication with guidance. It is effective for automatic answering service that does not require counseling.In addition, various methods such as providing the results of service processing on the service screen or automatically notifying the results through the connection of counseling staff are possible, so that counseling work improvement and counseling service can be performed more efficiently. The present invention provides a multimedia answering method having multiple call connections and a device thereof.

As a result, a multimedia automatic answering method having a multi-call connection capable of improving call routing by providing an integrated call distribution device including ACD and IVR functions and providing an extended telephone number system for distinguishing extension numbers To provide a device.

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     A first aspect of the present invention for achieving the above object comprises the steps of (a) the call connection host to configure a network by connecting a plurality of call connection auxiliary devices; (b) a service generation step in which a plurality of users access a main device through a common channel providing a service screen, select a service item from a service screen, or input necessary information for additional customer authentication and service according to a service purpose; (c) searching for a call connection sub-device providing the service by the main apparatus and delivering the requested customer and service related information to the call connection sub-device; (d) identifying, by the call connection subsystem, the customer who requested the service and providing customer authentication and service according to the service purpose; (e) additionally, the call connection subsystem connects to the client company server providing the service requested by the customer to process the service; (f) In addition, the call connection sub-device further provides the service result to the call connection host provides a multimedia automatic answering method.

A second aspect of the present invention for achieving the above object is a central control operation module for controlling the call connection claim value and controls the service and system;

A customer control module for providing and managing authentication and call connection service screens for a service request customer, receiving necessary information from the customer, and storing service information;

A system control module that connects one or more call connection sub-units to form a network, transmit and receive protocol data and service data, signal processing for call distribution and switching, operation preservation for managing failures and states, and system information management; and

A customer control module that provides an integrated control environment for the service provider and the customer to provide services for the overall operation and maintenance of the customer service, including the processing of customer requirements and requirements, customer analysis and management, and remote control of the main and sub-devices;

Provides link connection with call connection host, protocol transmission and data transmission, connection of user's terminal transferred from main device through public telephone network (PSTN or ISDN), authentication required by customer, virtually interface of CTI or switching system Sub-device operation module for providing a middleware and a substantial service for providing an operating environment in connection with the client company host server; It provides a multimedia answering device comprising a.

A third aspect of the present invention for achieving the above object is to provide a service in the CTI system, a key phone system or a public switched telephone network (PSTN or ISDN) of the exchange system, after one voice channel occupancy and sequential voice listening by the IVR Rather than providing a service, multiple users access the main device through a common channel that provides a service screen for call connection so that each user can distribute a call without occupying the voice call channel. It is necessary to enter the necessary information in the call, and even if the caller or the receiver uses the extension number, the extension number can be identified by the number system having the extension number to perform the call connection corresponding to the service. If you select a service item through the service screen, Calls are transferred to sub devices through the network, and multiple call connections are provided to provide services by voice announcements or to call counselors or internal lines (including extension numbers) to make and call multiple calls. A multimedia automatic answering method and apparatus are provided.

Hereinafter, a method and an apparatus according to the present invention will be described in detail with reference to the accompanying drawings.

1 is a view for explaining a multimedia answering method and apparatus therefor having multiple call connections according to an embodiment of the present invention.

1, the PSDN 100, the PSTN network or the ISDN 110, the call connection host 120, the first call connection device 130, the second call connection device 140, the following call connection device omitted. The first service providing customer server 150 and the second service providing customer server 160 are omitted from the following.

Referring to FIG. 1, the call connection main unit 120 includes a central control operation module 121, a customer control module 122, a system control module 123, a customer company control module 124, and one or more call connections. The sub-devices 130 and 140 include an operation module 131 and include one or more service providing client servers 150 and 160 in addition to a CTI system, a server, and a key phone system.

The service user is connected to the central control operation module 121 of the call connection host device 120 through the PDSN 100 or the PSTN network or the ISDN 110 network, which are general telephones and the Internet network, from their terminals (not shown). The central control operation module 121 provides a service screen for call connection with call distribution and switching through a customer-specific service operation module of the customer control module 122.

Here, the service screen for call connection is a service provided after the occupancy of one call channel and the sequential voice listening by the IVR, and multiple users are connected to the terminal without occupying the voice call channel, rather than the counseling staff or the internal line (including the extension number). It has an environment where a service screen with a call distribution function is provided.

The terminal (not shown) of the customer providing the service screen varies slightly depending on the type, and a general data communication method is applied so that a plurality of users are provided with the service screen in common.

First, mobile phones or VoIP phones are provided through SMS or MMS Call Back or Internet connection.In a wired telephone capable of sending SMS, the ASCII code is converted into DTMF tones and transmitted to voice communication network, and then converted into ASCII code. In addition, on a wired telephone, a service screen may be provided by adding a data transmission / reception device such as a modem separately. In addition, even if a call transfer is required, including an inbound or outbound call connection, the user may be provided with a service screen again to attempt the call connection.

In this service screen, the service item is selected or additional customer authentication and service information are inputted according to the service purpose, and the call connection main unit 120 transmits the information by the socket communication. 130, 140) and the call is transferred to the secondary device by a public telephone network or a public data network.

The call connection sub-device 130 and 140 analyzes this information to identify the customer who requested the service and provides a voice announcement for itself to provide authentication and other services or to interwork with a CTI server, system, or key phone system.

In FIG. 1, the customer input module in the customer control module 122 requests a customer to select or input necessary data for authentication and service according to a service purpose. First, for customer authentication, basically, the caller and extension number are used to distinguish the customer, and each service receives a password, social security number or business registration number as necessary.

For example, the main device 120 displays the insurance type such as medical insurance, industrial accident insurance, employment insurance, etc. on the service screen related to the premium payment service, and selects one of the insurance management number (11 digits) and the payer name (20). Within the digit), and the required data such as the amount to be paid in the input window and select the OK button in the message "Do you want to pay?" When the switch to the public telephone network (100,110) is connected to the secondary device (130,140).

Here, the auxiliary devices (130, 140) check the name of the payer again with a voice mement "Please press the 13 digit business registration number!" After the completion of the processing, "payment completed!" Including the business registration number entered in the main unit 120 may transmit the data input from the service providing client company server and inform the premium payment results through the service screen or configure a scenario to connect to the counseling staff.

In particular, the method of informing the counseling staff by the designated extension number according to the type of service and informing the result of the service is not the service request and confirmation procedure after the one-way consultation staff connection, but the consultation after the service request and confirmation procedure. There is a change in the way counseling is connected by connecting employees, which is likely to be particularly effective for services that eliminate counseling work and do not require counseling staff.

In addition, the authentication method and the required data requirements provided by the customer input module of the call connection main unit 120 and the sub-units 130 and 140 may be variously configured according to the type of service, and IVR (ARS) and The sub-devices 130 and 140 having the ACD function may directly process the received information or transmit the received information to the service providing client company server to process the work.

In FIG. 1, the service information management module in the customer control module 122 provides a sub-detail item for each service item, a required input data attribute for each sub item, an extension number, a text or numeric input format, and a service. It stores IP, domain or URL link information of the sub-devices 130 and 140, service management screens for each customer, and temporarily stores authentication data input for each customer and values (data) corresponding to required input data attributes.

Meanwhile, if a service item is selected on the service page screen, the central control operation module 121 searches for a DB stored by the customer information management module of the customer control module 122 to provide a service code and a service selected by the customer. Service-related information such as information, input data, and extension number are provided to the system control module 123 through socket communication.

The system control module 123 is a 123.456.789.255:2030 or a call connection sub-device 130,140 that provides a service using a domain or IP and a port number of the sub-device 130,140 that provides a service. Try linking as in www.arsxxx.com:21450

Here, when the link setting is completed between the call connection main unit 120 and the call connection auxiliary unit (130,140), the signal processing module in the system control module (123) is the customer authentication and service related customer input input from the call connection main unit (120) Including the data, the user identification information and service related information such as caller ID, extension number, and announcement information are transmitted to the call connection attachments 130 and 140.

In particular, in the system control module 123, the signal processing module transmits the extension number of the caller and the extension number of the receiver to the signal processing modules of the sub-devices 130 and 140 for identification of the extension number and according to the characteristics of the calling terminal. In addition to the calling party number and extension number, the URL is transmitted as a user identification code to support the environment.

In addition, when the caller requesting the service is connected to the sub-device (130, 140), and the call is made, the caller directly connects to the extension number through the key phone system or the exchange system, or provides the announcement by the order of the announcement contained in the announcement information. Of course, the customer input data corresponding to the extension number or the announcement is processed by the sub-device (130, 140).

The processing parts of the sub-devices 130 and 140 will be described later.

If the central control operation module 121 provides a service directly by the main device 120 or needs information retrieval and processing, the central control operation module 121 connects to the CTI server or the client server through the external link control module of the sub-device 130 and 140, and signals. The processing module transmits the information related to the service including the necessary data input from the call connection host 120 and the customer authentication data to the client company server 150 and 160 to provide the service.

In one embodiment, when compared to mobile Internet banking generally used, the user accesses the wireless Internet, selects a menu item, and displays a screen related to the selected menu. Or, enter the PIN number to complete the authentication and to provide the desired service in conjunction with the client server is the same.

However, the present invention compensates for the shortcomings of the mobile Internet banking system and the ARS system, and provides a convergence environment in which call distribution and switching functions are added.

This enables interworking between existing mobile internet banking and ARS systems, and can be used with the last 10 digits (7 digits) or the new card number 16 digits, such as telebanking, without the use of a mobile banking IC chip or authentication using a built-in authentication algorithm. 4 digits or 3 digits of the CVC code can be authenticated by voice announcements.If you select Counseling Agent, the extension can be directly distributed to the counseling staff in the menu, rather than being connected to the main phone number. It can be used easily and easily for customers who are unfamiliar with mobile internet browsing or reluctant to reduce the burden, and provide an environment to solve the shortcomings of ARS (IVR) system based on voice listening. .

For example, if a customer selects a new card registration on the service screen, he / she inputs necessary data according to the service purpose, and enters the back digit (7 digits) or 16 digits of the new card number and 4 digits of the usable year or 3 digits of the CVC code. The data input and received by voice announcements can be transmitted to the CTI server or client host server (150, 160) or processed by itself to perform authentication and card registration. Employees in charge of new card registrations can be directly connected to the designated extension.

For example, the service screen can be applied to various services such as extension number or department in charge, charge inquiry or reservation confirmation, payment amount inquiry, and point inquiry.

In FIG. 1, the system information management module in the system control module 123 monitors and stores the call connection auxiliary devices 130 and 140 and a signal processing process, and provides a link connection state between the call connection main device 120 and the auxiliary devices 130 and 140. It manages statistics such as traffic volume, call connection rate, user status, power supply of sub-devices 130 and 140, network link and session status, and error and status of sub-devices 130 and 140 such as data transmission error check. When switching back to the main unit 120 after the public telephone network connection is terminated, the service result is delivered to the customer operation module of the customer control module 122 to provide the service result to the user through the terminal screen.

On the other hand, the call connection subsystem (130, 140) allows access to the call connection host 120, provides protocol transmission and data transmission and reception with the host device, and if the customer selects a service item through the terminal to the public telephone network (PSTN or ISDN) Provide the service by voice announcement through public telephone network or public data network or connect to counseling staff or internal line (including extension number) to make a call, and customer certification and It is necessary to input necessary information into the service and to receive it through voice announcements, and to provide middleware for the interface of the CTI or the exchange system, and to provide practical application services, and to process the service according to the type of service. Real-time access to service provider's server to retrieve service information It can process or service.

To this end, the signal processing module in the operation module 131 in the call connection sub-device (130, 140), after confirming the session connection with the main device 120, analyzes the protocol received from the main device 120, and the public telephone network by the analyzed protocol information Receives the incoming call of the user within a specified time from the terminal of the user converted to.

In FIG. 1, the signal processing module in the operation module 131 identifies the user by checking the calling party number and the extension number from the signal processing module 123 of the system control module by a numbering plan including the extension number. And attempts to connect the call to the recipient's extension. The number system portion will be described later with reference to FIG. 3.

In Figure 1, the customer input module in the operation module 131 to provide the same function as the customer input module of the main unit 120, the additional information required for the authentication and service required by the customer from the user through the voice guidance Get input.

In general, a public telephone network uses an input method of transmitting a DTMF tone by pressing a button, and a data communication network (PDSN) uses a method of selecting or inputting a given input screen. In particular, the service content can be provided through a general Internet terminal and finally authenticated with a voice message, so that it can be effectively applied to an automatic answering service requiring no consultation. By service type, authentication data are social security number, business number, membership number, password, etc., and necessary data are variously applied such as remittance amount, product selection, fax document selection, region selection. For example, in the case of a fax transmission service, a business registration number and a fax number to be received as necessary data are input as authentication data in order to receive a desired fax.

In FIG. 1, the CTI matching module of the operation module 131 serves as an interface with the CTI system to perform CTI services not supported by the sub-devices 130 and 140. For example, CTI middleware which performs individual automatic call connection, group designated call connection, various statistics functions, agent status monitoring, counseling type analysis, and information retrieval on the host server is instructed to perform these services. For example, CTI services can be provided by providing announcements according to service codes, connecting extension numbers, or sending faxes or voice mails.

In FIG. 1, the external link control module of the operation module 131 accesses a service providing client company server in real time according to a service type to retrieve service information or processes a service, and is generally a service in an operation module of an auxiliary device 130 or 140. This applies to companies that do not need processing or those that have their own service processing and operations.

This will be described in more detail with reference to FIGS. 2 and 3, 4, 5, 6, and 7.

2 is a view for explaining a signal processing method for multiple call connection between the main device 400 and the sub-device 410 of the present invention.

Referring to FIG. 2, a user 200 or a counselor attempts to connect to a session using the data communication network 300 to the main device 400 (210), and a service providing screen for a call connection appears (220). Selecting a service; Step 2 of inputting authentication and necessary data of the user; A third step in which the main device transmits caller number and extension number, authentication and service related information to the sub device 410, is notified of the session confirmation from the sub device 410 (230), and the data communication network session is completed;

Step 4, 240, at which the user customer 200 switches from the data communication network 300 to the voice communication network 310 and attempts to connect the voice call to the secondary device through the private switching network 320;

Step 5 of receiving a service by inputting authentication and necessary data of the user when voice call connection is completed (250);

Notifying (260) the result of the provided service to the host device (6); Indicate the process.

In the above, the first step attempts to connect to the call distribution host by using a general service number such as “1544-xxxx”, “1544-xxxx”, “080-xxxx-xxxx”, “** xxx”, etc. The step is to select the actual service through the service screen provided by the mobile phone or the service screen provided by the other terminal device, and a plurality of users internal line by sequential voice listening to one line occupancy and IVR in the PSTN environment (Including extension number) It is not to connect but to view multiple service items and select them at once.

 In the third step, the assertion retrieves the sub-device providing the service and transmits the sub-device to the sub-device through the socket communication together with the service-related information such as the domain related to the service, the port provided, especially the extension number and the service code.

Here, since the calling party number does not include the extension number, an extension number is required to distinguish a plurality of extension users who are using the subscriber number at the same time. When a call is connected, the service can be made available to the selected customer.

In general, the numbering system defined by ISDN is made in consideration of the network identification number used in the existing telephone network system and data network numbering system, and is specified in Recommendation ITU-T E.164 (I.331).

In addition, up to 40 digits, in addition to a maximum 15 digit ISDN international numbering system having a country code (3 digits), an object code and a subscriber number (12 digits), allow individual devices to be designated among a plurality of terminals under one ISDN line. It is a combination of extensible subaddresses.

Here, the sub address corresponds to a concept of being able to communicate by designating a plurality of terminals connected to one subscriber line, respectively, and connecting to an extension number connected to a PBX by listening to a guide broadcast and inputting an extension number. Through the private exchange, the service can be provided accurately by distinguishing the information received at the sub address from the extension number sent from the main device and identifying the customer using the extension number.

The method is a protocol protocol between the main unit and the sub-units, and does not affect other types including the switching network. The claimed value transmits the extension number, service domain or link, port, and service-related information to the sub-unit using socket communication. Attempt to connect to the secondary device by passing this information to the PSTN switching network. The main and sub devices are connected to PBX exchanges that support extension numbers, so the user does not have to know the extension number.

In FIG. 2, step 2 of inputting data required for service including authentication and step 5 of selecting additional authentication and service by voice announcement by IVR are steps in which the user inputs information required for service. Connect to the CTI system 500 or the exchange system according to the type and purpose to receive CTI service or to process the fax, voice mail, voice mail, etc. (420), and according to the type and purpose of the service, the second step and the fifth You can optionally apply a step.

In step 5, the auxiliary device performs the authentication by voice announcement or inputs the necessary data to provide the service or when connected to the host server to receive the service and authentication by the voice announcement is required. Perform authentication or input of required data.

In FIG. 2, the main unit and sub-units may be integrated in a CTI system or included in a PBX or other exchange system, and correspond to a network capable of socket communication, WAP, SMS, and MMS used for data transmission between the main unit and the sub-units. Selecting a service item through the call connection service screen on this terminal and connecting with an auxiliary device to provide a service by voice announcement or connecting to a counselor or an internal line (including an extension number) corresponds to a public telephone network or a public data network. do.

In addition, the present invention may be integrated and applied to a WCDMA network capable of simultaneously transmitting voice and multimedia data.

In addition, in FIG. 2, the user 200 is similarly applied to a terminal device of a counselor who attempts an outbound call.

3 is a diagram illustrating a protocol structure used for signal processing for multiple call connection according to the present invention.

4 is a diagram for explaining data attributes of a protocol basically used for the multiple call connection method of the present invention.

Referring to Figure 3, protocol ID (ID) and protocol version, user identification type, user identification code, service code, outgoing communication network, the number of necessary data, the number of identification data corresponding to the number of necessary data, number of announcements, guide It includes the announcement number corresponding to the number of comments, the result data number as the result of service processing, the result classification number corresponding to the number of result data, and the result classification data.

First, referring to FIG. 4, the user identification type distinguishes various types of telephones such as general landline telephones, cellular phones, and VoIP phones, and supports communication systems such as ISDN-BRI, ISDN-PRI-E1, ISDN-PRI-T1, and VoIP-SIP. Classify.

In addition, the service code classifies various types of services such as counseling staff, extension (premises) number connection, business registration report, balance inquiry, card loss report, etc. It is a data value inputted from the customer using the necessary information, and it is classified into a phone number or extension number for the telephone connection as well as a card number, a withdrawal account number, a local group number, etc.

In addition, the number of announcements and the number of announcements corresponding to the number of announcements is necessary to change or manage the voice announcements stored in the auxiliary device from time to time to voice necessary data that can be solved by authentication or customer input required by the customer according to the service purpose. Make sure to ask for announcements.

 The result number is used for the purpose of providing the balance amount, the point score, etc. to the main device and finally providing it to the user's terminal when the service processing is completed.

According to the embodiment of FIG. 3, the protocol I delivers the service information requested by the customer to the secondary device so that the secondary device provides a service.

In addition, Protocol II has additionally added a code for remotely controlling announcements in Protocol I. The guidance device remotely controls the announcements stored in the call connection subsidiary device to provide services. Be sure to

If the sub-device receives protocol I or II, the sub-device waits until the call is connected for the waiting time set by the main device, and if the caller ID corresponding to the user identification code is received within the waiting time, depending on the scenario applicable to the service. It works. If the secondary device is in a normal state, the protocol III is used to inform the primary device of the normal value. Otherwise, the host device is notified of the error value to non-response, connection failure, session connection failure, response timeout, and so on.

Here, when the secondary device receives the protocol I, it generally uses a fixed voicement and receives necessary information for additional customer authentication and service according to the service purpose, and transmits the necessary information to the CTI server to provide a service or operate the call connection secondary device. The module itself provides the service and informs the call connection host of the processed result using Protocol IV.

In addition, when the secondary device receives the protocol II, it receives the necessary information for additional customer authentication and service according to the service purpose and transmits the necessary information to the CTI server by using the voice mement requested by the main device, rather than the fixed voice memo provided. It provides a service or provides a service in the operation module itself of the call connection subsidiary device, and notifies the call connection host device of the processed result value using Protocol IV.

5 is a flowchart illustrating a service processing process basically used for the multiple call connection method of the present invention.

Referring to FIG. 5, a plurality of users use the terminal to access a main device through a common channel providing a service screen for call connection so that a call connection can be made without occupying a voice call channel, and the caller of the user for each user is used. The service screen for each customer is provided by checking the number and extension number. Of course, even in the case of an outbound call, the service screen is provided to the user to select a service (610), and the requested service is analyzed (620).

In detail, the user can be identified by the calling party number and the extension number to provide a service screen including a screen frequently used by the user to select a service item or to input additional information for additional customer authentication and service according to the service purpose. Means to do. In general, a commerce or financial service may require a customer to log in, such as a membership number or password, on a main or secondary device, or to use a message on the secondary device to authenticate a customer.

If the caller is a telemarketer who uses an outbound call for telemarketing or a customer who uses an extension number, the receiver can receive the URL information with the IP and port number of the caller's caller and extension number, especially when using a web phone. It must be provided to the connected host to distinguish the caller.

6 is a view for explaining a process for identifying a caller according to the caller type of the present invention.

FIG. 6A is a description of FIG. 2 and FIG. 5 in the present invention, in which a user who does not use an extension number accesses a call connection main apparatus, receives a service screen, selects a service, and the auxiliary apparatus includes service related information including calling information. It provides the CTI service by interworking with CTI server, CTI system, key phone system through CTI middleware that provides authentication and other service by providing voice announcement by itself from main device and controlling CTI device.

On the other hand, Figure 6b shows that when a caller using an extension number or a web phone attempts to connect a call, the caller can be distinguished by providing the caller's calling number and extension number or URL information to the host device to which the receiver is connected in advance.

Even if the receiver uses the extension as shown in FIG. 6a, a secondary connection such as extension of the extension number by voice listening is not required. As shown in FIG. 6b, the caller can provide the receiver with clear information about the caller. For example, it is possible to have an extended numbering system that provides an extension number to the calling number.

On the other hand, if you look at the attributes in Figure 4, the claimed value is the user identification type of the terminal, such as a mobile phone, a wired telephone, a VoIP phone or a web phone, the terminal characteristics of the user agent (UA) of the mobile phone, the caller's communication network such as IDSN or CDMA, and the requested Confirm the extension number to be connected by the number system having the service number or the extension number.

In addition, the assertion checks the service type whether to connect to the host server to provide a service or to the CTI system to provide a service (630) and access to the client company's host server or service like a general wireless Internet service (670) In order to provide services by voice announcements to customers who have their own CTI system, the CTI service can be connected to the customer's subsidiary equipment, including the connection of counselors or internal lines (including extension numbers). (680, 650).

Here, the call connection claim value transmits the service related information including the calling party number and the extension number to the call connection sub-device by socket communication (640), and the sub-device analyzes this information and provides a voice announcement by itself. To provide authentication and other services or to provide a service in conjunction with a CTI server, a system, a key phone system, etc. through middleware that controls the CTI device (650, 660) and transmits the result to the call connection host device (690).

 The middleware of the sub-devices is implemented differently according to the CTI service, and in particular, it is dependent on the hardware of the CTI device, so the control part such as customer information display, call connection, automatic voice response, automatic guidance, counselor status check, CTI component status check Customization is required for the and interfaces. And sending the type of equipment and the result to the call connection host (690).

On the other hand, the customer control module 240 is integrated with the customer providing the service for the customer's requirements and requirements processing, customer analysis and management, the main and sub-units for the overall customer service operation and maintenance, including remote control Provide a controlled environment.

First, in the customer company control module 240, the customer service operation module generates a service scenario for the service operation using the basic frame or tool to the customer company manager as shown in FIG. Notify each service management module.

In addition, it is possible to manufacture a process for a protocol and a signal processing method for signal processing between the main unit and the sub-units, and to define the protocol generation and protocol attributes of FIGS. Definition is possible.

7 is a view for explaining a customer company control module of the present invention.

Referring to FIG. 7, first, a service item is created in a hierarchical structure in a service production environment, and a user may select or add a required data attribute for authentication and required data input for each service item by using a delimiter management menu, and perform authentication or required data. Configure the service screen by selecting the input method such as number selection or text input, and use the announcement management menu to create voice announcements such as adding voice announcements for each service or changing the order of voice announcements, and service processing order information. Automatically create overall service scenarios and notify the produced information to the system control module 123 to be reflected in the operating module of the call connection subsidiary device to control and control the call connection subsidiary without maintenance or program change. Configure the network.

In the above, the CTI service module in the customer control module 240 is provided in the platform form as shown in FIG. 6 separately from the customer operating module, and when the extension number is changed, the CTI matching module of the sub-device notifies the logical number change without physical line movement. It has a remote control environment that enables service to middleware of CTI system through CTI matching module of auxiliary device, such as extension number change function, individual automatic call distribution, and announcement change function.

In the above, the DB management module in the customer company control module 240 includes the customer company information, and stores the service information provided by the customer, such as the service scenario, the service providing screen, the protocol property, the voice announcement.

In addition to the system configuration of FIG. 1, another additional system configuration enables a corporate system configuration in which a call connection host forms an independent network with a plurality of sub-devices providing an interface to a CTI and a keyphone system or a switching system. It is possible to configure a hosting system that provides a call connection subsidiary device to a number of companies or individuals with a system or exchange system, and configures a call connection master device and a network.

In general, the main device and the auxiliary device of the present invention correspond to a case where a nationwide communication network is required in a large customer company such as a financial institution or a public institution that has independently established a CTI and an exchange system system. Configuration is also possible.

In addition, in the case of a small company that is difficult to build a system independently, only a subsidiary device having a CTI and an exchange function may be installed so that a service can be provided through a call connection device including an IVR (ARS) and an ACD function. It is also possible for the service provider who has built the system to construct a call connection main unit and sub-unit integrated to construct a unique CTI and key phone system or exchange system, and to provide a service by renting a telephone number without installing the sub-unit.

Such a method and apparatus of the present invention have been described with reference to the embodiments shown in the drawings for clarity, but these are merely exemplary, and various modifications and equivalent other embodiments are possible to those skilled in the art. Will understand. Therefore, the true technical protection scope of the present invention will be defined by the appended claims.

As described above, according to the present invention, when a call is connected in a public telephone network (PSTN or ISDN) of a CTI system, a key phone system or an exchange system, it is possible to provide a service after occupying one communication channel and sequential voice listening by the IVR. In addition, multiple users access the main unit through a common channel that provides a service screen for call connection so that each user can make a call without occupying the voice call channel, and selects a service item or additional customer authentication and service required information. And caller or receiver to use the extension number to identify the extension number by the extension number system having the extension number to perform the call connection corresponding to the service, as a result, through the call connection service screen When you select an item, you can access it through a public telephone network or a public data network. It is possible to provide a service by voice announcement or to a consultants or inside the line (including the extension number) of distribution and switching to be performed by multiple multi-call distribution and switching functions to allow the call.

In addition, according to the present invention, since the call connection and switching including inbound or outbound call connection is operated in the service screen, the call connection is performed without occupying the line of the voice processing board used in the call line of the public telephone network or the keyphone system or the switching system. Because of this, availability of the call line can be reduced.

In addition, according to the present invention, since the multimedia information (IMR: Interactive Multimedia Response) rich in the expression of information for understanding and delivery of the service is possible, the service is provided through the service screen and require authentication as a guidement so that consultation is not required. It is effective for automatic answering service. In addition, it is possible to provide help through counseling staff automatically when service processing is completed, thereby improving counseling service and providing counseling service more efficiently.

In addition, according to the present invention, it is possible to improve the call routing function by providing an extended telephone number system for dividing an extension number, and it is possible to have an integrated multiple call connection device including an ACD and an IVR function. There is an improvement and substitution effect of ACD and IVR function required in CTI system or exchange system.

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1 is a view for explaining a multimedia answering method and apparatus therefor having multiple call connections according to an embodiment of the present invention.

2 is a diagram illustrating a signal processing method for multimedia multiple call connection according to the present invention.

3 is a diagram illustrating a protocol structure used for signal processing for multimedia multiple call connection according to the present invention.

4 is a diagram illustrating protocol attributes used in signal processing for multimedia multi-call connection according to the present invention.

5 is a flowchart illustrating a service processing procedure basically used for a multiple call connection method according to an embodiment of the present invention.

6A and 6B illustrate a process for identifying a caller according to a caller type according to an embodiment of the present invention.

7 is a view for explaining a customer company control module of the present invention.

Claims (20)

A first aspect of the present invention for achieving the above object comprises the steps of (a) a call connection host device to connect a plurality of call connection sub-devices to form a network; (b) a service generation step in which a plurality of users access a main device through a common channel providing a service screen, select a service item from a service screen, or input necessary information in additional customer authentication and service according to a service purpose; (c) searching for a call connection sub-device providing the service by the main apparatus and delivering the requested customer and service related information to the call connection sub-device; And (d) classifying the customer requesting the service by the call connection subsidiary device and providing the customer authentication and the service according to the service purpose. The method of claim 1, (d) providing, by the call connection subsystem, customer authentication and service according to the service purpose; Or separately connecting to a customer company server that provides a service requested by a customer in a call distribution unit; And (d) further providing a service connection on the service screen by providing the service result through the announcement or counseling staff connection to the call connection subsystem or by providing the service result on the service screen. Multimedia answering method and apparatus therefor. The method of claim 1, It is possible to configure the main and sub-units integrally. (A) Access to the main unit through a common channel where a number of users provide the service screen, select a service item from the service screen, or additional information required for additional customer authentication and service depending on the service purpose. Service generation step of inputting; (b) classifying the customer who requested the service in the call connection all-in-one device, providing customer authentication and service according to the service purpose, and connecting to a customer company server that provides the service requested by the customer separately, processing the service and receiving the result; And (c) The method and apparatus for multimedia automatic answering with multiple call connection, which can provide the service result through the service screen or the announcement or counselor connection in the call connection integrated device. The method of claim 1, The module constituting the main device and the sub-device includes a central control operation module for controlling a call connection claim value and controlling a service and a system; A customer control module for providing and managing authentication and call connection service screens for a service request customer, receiving necessary information from the customer, and storing service information; A system control module which connects one or more call connection sub-devices to form a network, manages signal processing for managing protocol transmission, service data transmission and reception, call distribution and switching, and management of failure and status, and system information; A customer control module that provides an integrated control environment for the service provider and the customer to provide services for the overall operation and maintenance of the customer service, including the processing of customer requirements and requirements, customer analysis and management, and remote control of the main and sub-devices; Provide link connection with call connection host, protocol transmission and data transmission, connection of user's terminal transferred from main device through public telephone network (PSTN or ISDN), authentication of customer's requirement, practically interface of CTI or switching system Middleware for the subsidiary and an actual service providing, an auxiliary device operating module for providing an operating environment in connection with a client company host server; And an integrated call answering main device and an auxiliary device capable of answering a multimedia call answering method and apparatus. The method of claim 4, wherein The customer control module is connected to the main unit through a common channel providing a service screen for call connection including inbound or outbound call connection, and selects a service item or additional customer authentication and service depending on the service purpose. A method and apparatus for multimedia automatic answering with multiple call connections, comprising performing call distribution and switching by inputting necessary information. The method of claim 4, wherein The customer control module transmits the recipient number corresponding to the service item on the call connection service screen, the extension number of the receiver, and additionally the URL of the receiver to the call connection subsidiary device, and the call connection subsidiary identifies the recipient and distributes the call directly to the recipient. Or switching by connecting. The method of claim 4, wherein The customer control module assigns a name or an image of a recipient name, a department name, an extension number, a consultation item, etc. to a service item on a call connection service screen, and immediately selects a desired department or employee, an extension number or a consultation item, and immediately establishes a telephone connection. Multiple call connection method characterized in that. The method of claim 4, wherein And the customer control module is capable of providing a service by voice recognition of a service item name or an item number provided on a service screen. The method of claim 4, wherein The customer control module may reduce querying questions during consultation, and request the user to select or input necessary data through a service screen for information that can be used to know customer authentication or service related information requested by the customer in advance. Multimedia answering method and apparatus therefor. The method of claim 4, wherein The system control module transmits the calling party number, the calling party's extension number, and additional URLs to the call connecting sub-device, so that the call connecting sub-division distinguishes the caller from the user who requested the service and the caller. Multiple call connection method. The method of claim 4, wherein The protocol between the call distribution main unit and the sub-device in the system control module is an attribute and an attribute value, distinguished from the identification number corresponding to the protocol ID and version, the user identification type, the user identification code, the service code, the outgoing communication network, and the number of necessary data. Method and apparatus for automatic multimedia answering with multiple call connections, comprising data, number of announcements, announcement number corresponding to the announcement number, service processing result and the like. The method of claim 4, wherein In the system control module, the protocol between the call distribution main device and the sub device includes a caller number, an extension number, and a URL as a user identification code to support a phone environment on the web. Method and device thereof. The method of claim 4, wherein The client control module has a multi-call connection characterized in that it has an environment for establishing and controlling protocols and processes for signal processing between the main unit and the sub-unit, voice announcements provided by the sub-unit, service codes and service related information. Multimedia answering method and apparatus therefor. The method of claim 4, wherein According to the characteristics of the service, the auxiliary device operation module performs authentication processing such as a password or social security number by voice guidance in the auxiliary device, or receives necessary data related to the service from a customer to a counselor or internal line (including an extension number). Multimedia answering method and apparatus, characterized in that for making a call by connecting. The method of claim 4, wherein The auxiliary device operation module is configured to inform the recipient's main device so that when the caller connected to the call connection auxiliary device attempts to connect the call, the caller information is identified by the number system including the calling party number and the calling party's extension number and URL. Automatic multimedia response method and apparatus for transmitting the multimedia. The method according to claim 1 and 4, And a main device, a sub device, and a configuration module interlocked with or embedded in a CTI device, a key phone system, or an exchange to provide a call distribution and incoming function. The method of claim 16, And the main device, the sub device, and the configuration module classify a plurality of users by an extended number system through sub-addresses. The method according to claim 1 and 4, The main device, sub-device and configuration module has multiple call connections in which a plurality of users make a call connection by providing a service screen having a call distribution and switching function together with a data communication network connection without occupying a call channel in a public telephone network environment. Multimedia answering method and apparatus therefor. The method according to claim 1 and 4, The user terminal accessing the host device is an SMS or MMS or multimedia automatic answering method having multiple call connections, characterized in that it is provided in an embedded method or a virtual machine based application method based on general data communication. . 20. The method of claim 19, wherein in the case of a terminal such as a general telephone without general data communication, a data transmission / reception device or software for providing a service screen is added separately. And the device.

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