KR20200042302A - Integrated management apparatus and method for providing counseling service - Google Patents

Abstract

An integrated management device for providing a consultation service between a client and an infrastructure device according to an embodiment of the present invention includes a storage unit storing a library corresponding to each infrastructure device, and a specific infrastructure device using a library for each infrastructure device When detecting an event request from, a function corresponding to the event is mapped, and a control unit performing the mapped function is included.

Description

INTEGRATED MANAGEMENT APPARATUS AND METHOD FOR PROVIDING COUNSELING SERVICE}

The present invention relates to an integrated management device and method. More specifically, the present invention relates to an integrated management device and method capable of integrating and managing various devices in an infrastructure area to provide a consultation service.

Recently, as products and services provided online as well as offline channels have expanded, it is necessary to expand communication channels between products and service providers and consumers. For this reason, product and service providers operate call centers to communicate with consumers, that is, customers.

In connection with this, prior art document Korean Patent Registration No. 10-1410464 describes a call center consultation service system for mobile access customers. The call center counseling service system of the prior art literature includes a computer telephony integration (hereinafter referred to as 'CTI') server and a switchboard. In this prior art document, only the individual operation of each infrastructure device for customer consultation, such as a CTI server and an exchange, is described. In addition, the infrastructure equipment for providing customer consultation service includes a recording server, an automatic calling system (ACS) server, and an interactive voice response (IVR) server, in addition to the CTI server and exchanger described in the prior art literature. Various other infrastructure devices, such as the ones, can also be used. However, as described in the prior art literature, since each of the infrastructure devices in the system for providing the existing customer consultation service operates individually, there is a need for a specific method of integrating and managing various infrastructure devices.

On the other hand, the above-mentioned background technology is the technical information acquired by the inventor for the derivation of the present invention or acquired in the derivation process of the present invention, and is not necessarily a known technology disclosed to the general public before filing the present invention. .

The embodiments disclosed herein have an object to provide an integrated management apparatus and method for integrating and managing various devices in an infrastructure area to provide a consultation service.

The embodiments disclosed in the present specification are intended to provide an integrated management apparatus and method for supporting operations with all infrastructure devices required in an infrastructure area to support consultation services.

The embodiments disclosed in the present specification have an object to provide an integrated management device and method for forming a separate layer for supporting a consultation service to easily check and cope with a failure occurring between a client and an infrastructure device.

The embodiments disclosed herein are intended to provide an integrated management apparatus and method that do not require a separate agent in a client device for supporting a consultation service.

As a technical means for achieving the above technical problem, according to an embodiment, an integrated management device for providing a consultation service between a client and an infrastructure device includes a storage unit for storing a library corresponding to each infrastructure device, and the infrastructure When a request for an event is detected from a specific infrastructure device using a library for each device, a function corresponding to the event is mapped, and a control unit performing the mapped function is included.

According to another embodiment, the integrated management method performed by the integrated management device to provide a consultation service between the client and the infrastructure device uses a library for each of the infrastructure devices to wait for an event request from any infrastructure device. And if the event request is detected, mapping a function corresponding to the event, and performing the mapped function.

According to any one of the above-described problem solving means of the present invention, it is possible to present an integrated management apparatus and method capable of integrating and managing various devices in an infrastructure area to provide a consultation service.

According to any one of the problem solving means of the present invention, it is possible to present an integrated management apparatus and method for supporting operations with all the infrastructure devices required in the infrastructure area to support the consultation service.

According to any one of the problem solving means of the present invention, by forming a separate layer for the support of the consultation service to present an integrated management device and method that can easily perform the identification and handling of failures occurring between the client and the infrastructure device You can.

Further, according to any one of the problem solving means of the present invention, it is possible to present an integrated management apparatus and method that does not require a separate agent in a client device for supporting a consultation service.

The effects obtainable in the present invention are not limited to the above-mentioned effects, and other effects not mentioned can be clearly understood by those skilled in the art from the following description. will be.

1 is a diagram illustrating a system for providing a consultation service according to an embodiment.
2 is a block diagram illustrating an integrated management apparatus according to an embodiment.
3 is a diagram illustrating a library corresponding to each infrastructure device according to an embodiment.
4 is a flowchart illustrating an integrated management method performed in an integrated management device according to an embodiment.

Hereinafter, various embodiments will be described in detail with reference to the accompanying drawings. The embodiments described below may be embodied in various different forms. In order to more clearly describe the features of the embodiments, detailed descriptions of the matters well known to those skilled in the art to which the following embodiments pertain are omitted. In the drawings, parts irrelevant to the description of the embodiments are omitted, and like reference numerals are assigned to similar parts throughout the specification.

Throughout the specification, when a configuration is said to be "connected" to another configuration, this includes not only a case of 'directly connecting', but also a case of 'connecting another configuration in between'. In addition, when a configuration is said to "include" a configuration, this means that unless otherwise stated, other configurations may be excluded and other configurations may be further included.

Hereinafter, exemplary embodiments will be described in detail with reference to the accompanying drawings.

1 is a diagram illustrating a system for providing a consultation service according to an embodiment.

Referring to FIG. 1, the consultation service providing system 10 includes clients 110 and 120, a service server 210, an integrated management device 220, an exchange 310, and a computer telephony integration (hereinafter, ' CTI ') server 320, a recording server 330 and other servers 340 may be included.

The clients 110 and 120 are devices used by a counselor to provide a counseling service with a user, for example, a customer. For example, the clients 110 and 120 may be implemented as a user device such as a personal computer (PC) or a notebook, or may be implemented as various other user devices such as a tablet.

The clients 110 and 120 may be connected to the service server 210 using a browser or the like to provide a consultation service. When the clients 110 and 120 are connected to the service server 210, they can provide consultation services with customers. Through this, the clients 110 and 120 may be connected to the service server 210 to provide a series of consultation services that receive and process various inquiries and obstacles from customers.

The clients 110 and 120 are devices constituting the user environment 11.

The service server 210 may provide a service for consultation between the infrastructure devices 310, 320, 330, and 340 in the infrastructure area 30 and the clients 110 and 120.

The service server 210 may include the integrated management device 220 or may be connected to the integrated management device 220. Also, the integrated management device 220 may be implemented in the form of an application program in the service server 210.

The integrated management device 220 calls the library corresponding to each of the infrastructure devices in the infrastructure area 13, for example, the exchanger 310, the CTI server 320, the recording server 330, and other servers 340. Can be used. Through this, the integrated management device 220 can control the operation of the infrastructure device in the infrastructure area 13.

The service server 210 and the integrated management device 220 are devices constituting the service environment 12.

The exchange 310 may include an premises telephone exchange system (Private Branch eXchange, hereinafter referred to as 'PBX') or an IP PBX based on an Internet protocol (IP). The exchange 310 automatically connects a telephone and performs an incoming connection from a trunk line to an extension or an outgoing connection from an extension to a trunk line, and can process voice waveforms in the form of data.

The computer telephony integration (hereinafter referred to as 'CTI') server 320 refers to a system that efficiently distributes and manages incoming calls by combining computers and telephones for the provision of consultation services. For example, the CTI server 320 may shorten the talk time with the customer by providing detailed information about the customer making a call on the screen of the user (agent) when building the call center.

When providing a consultation service, the recording server 330 may record the content of a call with a customer, store the recorded content of the call, and provide the stored content of a call to a client, etc. when necessary.

Other servers 340 may include a variety of servers for performing the rest of the functions except the exchange 310, CTI server 320 and recording server 330. For example, the other server 340 may include an Automatic Calling System (ACS) server, an Interactive Voice Response (IVR) server, or the like.

Each of the exchanger 310, the CTI server 320, the recording server 330, and other servers 340 is an infrastructure device, and the infrastructure device is included in the infrastructure area 13.

According to the present embodiment, the integrated management device 220 may call and use a library (A_Library to X_Library) corresponding to each of the infrastructure devices. The integrated management device 220 may detect an event generated from an infrastructure device in the infrastructure area and map a function corresponding to the detected event. Through this, the integrated management device 220 may perform a mapped function.

For this reason, the integrated management apparatus 220 may provide a function of integrating and managing infrastructure in the infrastructure area, that is, infrastructure devices. The integrated management device 220 can support and control the operation of all infrastructure devices, and can form a separate layer for consulting service support to easily check and cope with failures occurring between the client and the infrastructure devices. . In addition, the integrated management device 220 can provide services to the clients 110 and 120 in a centralized manner in a stage constituting the service environment 12, so that the clients 110, 120 or the user environment 11 are consulted. It does not require a separate agent (or client program) to provide the service.

2 is a block diagram illustrating an integrated management apparatus according to an embodiment.

Referring to FIG. 2, the integrated management device 220 may include an input / output unit 221, a communication unit 222, a storage unit 223, and a control unit 224.

The input / output unit 221 may include an input unit for receiving input from a user, and an output unit for displaying information such as a result of performing a job or a state of the integrated management device 220. For example, the input / output unit 221 may include an operation panel for receiving user input, a display panel for displaying a screen, and the like.

Specifically, the input unit may include devices capable of receiving various types of user input, such as a keyboard, a physical button, a touch screen, a camera, or a microphone. Also, the output unit may include a display panel or a speaker. However, the present invention is not limited thereto, and the input / output unit 221 may include a configuration supporting various input / output.

The communication unit 222 may perform wired / wireless communication with other devices or networks. To this end, the communication unit 222 may include a communication module supporting at least one of various wired and wireless communication methods. For example, the communication module may be implemented in the form of a chipset.

The wireless communication supported by the communication unit 222 may be, for example, Wi-Fi (Wireless Fidelity), Wi-Fi Direct, Bluetooth (Bluetooth), UWB (Ultra Wide Band), or NFC (Near Field Communication). In addition, the wired communication supported by the communication unit 222 may be, for example, USB or High Definition Multimedia Interface (HDMI). The above-described communication is only an example, and various communication techniques enabling the integrated management device 220 to perform communication are possible.

The storage unit 223 may install and store various types of data, such as files, applications, and programs. The data stored in the storage unit 223 may be accessed and used by the control unit 224 to be described later, or new data may be stored by the control unit 224. Also, the storage unit 223 may store a program that can be executed by the control unit 224.

According to an embodiment, a library corresponding to each of a plurality of infrastructure devices in the infrastructure area 13 may be stored in the storage unit 223, and a program capable of integrating and managing the infrastructure devices and providing counseling services is stored. Can be.

Meanwhile, the control unit 224 controls the overall operation of the integrated management apparatus 220 and may include a processor such as a CPU. The control unit 224 may control other components included in the integrated management apparatus 220 to perform an operation corresponding to a user input received through the input / output unit 221.

According to this embodiment, the control unit 224 may call a library stored in the storage unit 223. The control unit 224 may integrate and manage infrastructure devices, for example, an exchanger 310, a CTI server 320, a recording server 330, and other servers 340 using a library.

The control unit 224 may wait to detect an event request generated by each of the exchange 310, the CTI server 320, the recording server 330, and other servers 340. When detecting the event request, the control unit 224 may interwork with the infrastructure device corresponding to the event request.

When an event request is generated, the controller 224 may map a function (action) corresponding to the event request. For example, when an event corresponding to an incoming call from a customer occurs in the exchange 310, a function for allocating an incoming call to a client and making a call connection may be mapped.

When a function corresponding to the event is mapped, the controller 224 performs the mapped function. For example, when an event related to an incoming call occurs in the exchange 310, an incoming call is assigned to the client to establish a call for a call with a customer.

In addition, the control unit 224 may respond to an event processing result, and may respond to the event processing result to an infrastructure device or a client corresponding to the event. The controller 224 may perform a response to the event processing result as necessary, and the response to the event processing result may not be performed.

Through this, the controller 224 maps a function corresponding to the event to an event generated in the infrastructure device, but may also map a client to perform a function when mapping.

The integrated management apparatus 220 illustrated in FIG. 2 may be configured as a module independent of the service server 210 or may be implemented as components implemented in the service server 210 to constitute the service server 210.

3 is a diagram illustrating a library corresponding to each infrastructure device according to an embodiment.

Referring to FIG. 3, the integrated management device 220 may call and use the libraries 410, 420, 430, and 440 corresponding to each of the infrastructure devices.

For example, the first library (A_Library) 410 is a library corresponding to the exchanger 310, the second library (B_Library) 420 is a library corresponding to the CTI server 320, and the third library (C_Library) ) 430 is a library corresponding to the recording server 330. In addition, the fourth library (D_Library) 440 is a library corresponding to the other server 340.

As described above, each of the libraries 410, 420, 430, and 440 may correspond to an infrastructure device, and may be configured with data according to the type, manufacturer, and model name of the infrastructure device. For example, the second library 420 may be a library corresponding to the B product group of the corresponding manufacturer (Avaya) when the CTI server 320 is the B family of Avaya.

Therefore, even if a new infrastructure device is added to the infrastructure area 13, a library corresponding to the new infrastructure device is simply added to the integrated management device 220 without additional manipulation to the client of the user environment 11 to enable integrated management. You can. In addition, the integrated management device 220 is provided with a library corresponding to the infrastructure device, so it can easily cope in the service environment even when a failure occurs.

4 is a flowchart illustrating an integrated management method performed in an integrated management device according to an embodiment.

Referring to FIG. 4, the integrated management device 220 may wait for an event request (S510). The integrated management device 220 may use the library corresponding to each infrastructure device to wait for an event request generated for each infrastructure device. In particular, the integrated management device 220 is Hypertext Transfer Protocol (HTTP), Transmission Control Protocol / Internet Protocol (TCP / IP: Transmission Control Protocol / Internet Protocol), Simple Object Access for communication with infrastructure devices. Various communication methods based on a protocol (SOAP: Simple Object Access Protocol (XML: eXtensible Markup Language) may be used.

The integrated management device 220 may check whether an event request has been detected (S520).

As a result of the check in step S520, if the integrated management device 220 does not detect the event request, the process may proceed to step S510 to wait for the event request.

As a result of checking in step S520, the integrated management device 220 detects an event request, and proceeds to step S530.

The integrated management device 220 may map a function corresponding to an event (S530). The integrated management device 220 may map a function to be performed in the infrastructure device where the event occurred. For example, the integrated management device 220 may map an event from a call center to a function related to a support service for customer consultation.

The integrated management device 220 may perform a mapped function (S530). The integrated management device 220 may perform an event requested function on the infrastructure device where the event request is generated, or may perform a connection to a client to perform the corresponding function.

The integrated management device 220 determines whether a response to the event processing result is necessary (S550).

If a response to the determination result in step S550 is required for the event processing result, the integrated management apparatus 220 proceeds to step S560.

The integrated management device 220 may respond to the event processing result with the corresponding client or infrastructure device, and terminate the process (S560).

As a result of the determination in step S550, if a response to the event processing result is not required, the integrated management apparatus 220 may end the process.

The term '~ unit' used in this embodiment means software or hardware components such as a field programmable gate array (FPGA) or ASIC, and '~ unit' performs certain roles. However, '~ wealth' is not limited to software or hardware. The '~ unit' may be configured to be in an addressable storage medium or may be configured to reproduce one or more processors. Thus, as an example, '~ unit' refers to components such as software components, object-oriented software components, class components and task components, processes, functions, attributes, and procedures. , Subroutines, segments of program patent code, drivers, firmware, microcode, circuitry, data, database, data structures, tables, arrays, and variables.

The functionality provided within components and '~ units' may be combined into a smaller number of components and '~ units', or separated from additional components and '~ units'.

In addition, the components and '~ unit' may be implemented to play one or more CPUs in the device or secure multimedia card.

In addition, the integrated management method according to an embodiment of the present invention may be implemented as a computer program (or computer program product) including instructions executable by a computer. The computer program includes programmable machine instructions processed by a processor and may be implemented in a high-level programming language, object-oriented programming language, assembly language, or machine language. . In addition, the computer program may be recorded on a tangible computer-readable recording medium (eg, memory, hard disk, magnetic / optical medium, or solid-state drive (SSD), etc.).

Accordingly, the integrated management method according to an embodiment of the present invention may be implemented by executing the computer program as described above by the computing device. The computing device may include at least a portion of a processor, a memory, a storage device, a high-speed interface connected to the memory and a high-speed expansion port, and a low-speed interface connected to the low-speed bus and the storage device. Each of these components is connected to each other using various buses, and may be mounted on a common motherboard or mounted in other suitable ways.

Here, the processor is capable of processing instructions within the computing device, such as for displaying graphical information for providing a graphical user interface (GUI) on an external input or output device, such as a display connected to a high-speed interface. Examples include instructions stored in memory or storage devices. In other embodiments, multiple processors and / or multiple buses may be used with multiple memories and memory types as appropriate. In addition, the processor may be implemented as a chipset formed by chips including a plurality of independent analog and / or digital processors.

Memory also stores information within computing devices. In one example, the memory may be comprised of volatile memory units or a collection thereof. As another example, the memory may be composed of non-volatile memory units or a collection thereof. The memory may also be other types of computer readable media, such as magnetic or optical disks.

And the storage device can provide a large storage space for the computing device. The storage device may be a computer-readable medium or a configuration including such a medium, and may include, for example, devices within a storage area network (SAN) or other configurations, and may include floppy disk devices, hard disk devices, optical disk devices, Or a tape device, flash memory, or other similar semiconductor memory device or device array.

The above description of the present invention is for illustration only, and a person having ordinary knowledge in the technical field to which the present invention pertains can understand that it can be easily modified into other specific forms without changing the technical spirit or essential features of the present invention. will be. Therefore, it should be understood that the embodiments described above are illustrative in all respects and not restrictive. For example, each component described as a single type may be implemented in a distributed manner, and similarly, components described as distributed may be implemented in a combined form.

The scope of the present invention is indicated by the following claims rather than the above detailed description, and it should be interpreted that all changes or modified forms derived from the meaning and scope of the claims and equivalent concepts thereof are included in the scope of the present invention. do.

110, 120: client 210: service server
220: integrated management device 310: exchange
320: CTI server 330: recording server
340: other server 221: input and output unit
222: communication unit 223: storage unit
224: control unit

Claims (11)

In the integrated management device for providing a consultation service between the client and the infrastructure device,
A storage unit that stores a library corresponding to each infrastructure device; And
An integrated management device including a controller that maps a function corresponding to the event and performs a mapped function when an event request is detected from a specific infrastructure device using a library for each of the infrastructure devices. According to claim 1,
The integrated management device,
An integrated management device implemented in a service providing server for providing a consultation service between an infrastructure area including the infrastructure device and a client. According to claim 1,
The control unit,
An integrated management server that matches events generated by each of the infrastructure devices with functions related to support services for customer consultation. According to claim 1,
The control unit,
If the event request is a match requesting a connection with a client, an integrated management server performing matching for connection with the client. According to claim 1,
The control unit,
When a response to the processing result of the event is required, the integrated management device responding to the processing result of the event according to the performance of the function to the client. In the integrated management method performed by the integrated management device to provide a consultation service between the client and the infrastructure device,
Waiting for an event request from any infrastructure device using a library for each infrastructure device;
Mapping the function corresponding to the event when the event request is detected; And
Integrated management method comprising the step of performing the mapped function. The method of claim 6,
Mapping the function corresponding to the event,
Integrated management method comprising the step of matching the events generated in each of the infrastructure devices with functions related to a support service for customer consultation. The method of claim 6,
Step of performing the mapped function,
And if the event request is a match requesting connection with a client, performing matching for connection with the client. The method of claim 6,
If a response to the processing result of the event is required, further comprising the step of responding to the processing result of the event according to the performance of the function to the client. A computer-readable recording medium on which a program for performing the method according to claim 6 is recorded. A computer program stored on a medium for performing the method according to claim 6, performed by an integrated management device.

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