KR20070019797A - How to provide surrogate operation service - Google Patents

Abstract

 The present invention provides a caller's telephone number CID (Caller ID) that is received by using an intelligent network service of public telephone network or public telephone network (ex> 1588-????, 1544-????, 1600-????, etc.). To the DB where the caller automatically routes to the registered area, and the call center's counselor can directly call.

Proxy

Description

SERVICE METHOD FOR PROXY DRIVING}

1 to 3 are main components of each device.

4 to 6 are a series of procedures related to the method of providing proxy operation service

 The present invention provides a caller's telephone number CID (Caller ID) that is received by using an intelligent network service of public telephone network or public telephone network (ex> 1588-????, 1544-????, 1600-????, etc.). To the DB where the caller automatically routes to the registered area, and the call center's counselor can directly call.

Conventionally, in case of intelligent network service of public telephone network, caller's call routing through caller's area code (051-???-???, 02-???-????, etc.) Service is available, but in case of mobile phone (011-???-????, 010-???-????, etc.), it is impossible to check the location of the caller. have.

Therefore, in the case of industries where the majority of customers are mainly, there is a structural limit to operating a business in a single region.

The present invention aims to improve customer satisfaction and manage grades of surrogate drivers by applying the surrogate operation of the customer to the entire system from the reception and completion of the dispatch.

 The present invention performs the automatic routing to the caller's area based on the customer's phone number DB that the operator wants to route the call, and if the customer's phone number DB does not exist, the agent directly checks the location of the customer Next, when the call is transferred to the corresponding area and the customer's phone number is automatically updated in the DB in real time and the call is received again, the system automatically routes the call to the area. The service is available.

 In addition, an object of the present invention is to provide a low cost call routing service through the Internet by providing a nationwide call routing service using VOIP (Voice Over Internet Protocol).

 In addition, the present invention provides a message to the caller to delay the response of the customer through the SMS (Short message service) or IVR (Interactive Voice Response) when the agent is not received smoothly due to the congestion or other reasons due to the nature of the surrogate operation It aims to be a system that allows a counselor to receive a call by sending a call to a customer in the shortest time.

 In addition, the present invention inputs the GPS coordinates of the destination location of the customer used more than once and using this system, the surrogate driver can move to the destination more safely and easily by using the navigation mounted on the surrogate driver PDA to the customer's destination. The purpose.

 In addition, the present invention by conducting a happy call via SMS or IVR to the customer who completed the surrogate operation process grasped the customer satisfaction survey, the friendly state of the surrogate driver, etc. by classifying the management of the surrogate driver and the surrogate driver by the grade high rating The aim of this article is to implement a system in which the articles can serve high-grade customers.

The present invention to solve the above problems

 (1) In-bound phase where a customer calls a proxy operator Private Automatic Branch eXchange (PABX)

 (2) the CTI (Computer and Telephony Intergration) server detecting the customer's telephone number (CID)

 (3) CTI server inputs and outputs CID to DB server

 (3-1) CTI server checks the connection status to DB server and if it is not normal, connects to secondary DB server through secondary path

 (4) CTI server transfers the response from DB server to PABX

 (4-1) Step in which the main call center agent calls the customer directly when there is no subscriber's phone number in the DB server

(4-2) CTI server transfer call through public telephone network when local call center to receive call routing is in full call or failure can not receive VOIP call routing smoothly.

 (4-3) If the customer inquiry phone is congested and the agent cannot receive the customer call, the customer response delay message delivery step through SMS or IVR

 (5) PABX receiving call transfer input route call to VOIP Gateway

 (6) Call routing step through Prefix on call routing data input by VOIP Gateway

 (7) Call center through VOIP Gateway

 (8) Navigation operation step through the destination information of the customer when the vehicle is moved after the surrogate driver is connected to the customer

 (9) The kindness of the surrogate driver by SMS or IVR to the customer after the surrogate driver completes the customer reception process;

    Level input stage of surrogate driver through happy call such as driving ability and geography

 (9-1) It is characterized by including a customer grade input step by assigning an additional point to the customer responding to the happy call.

The method of said (1) is demonstrated in detail.

The surrogate operation provider is provided with the routing service through the intelligent network number.

The configuration of PABX (P100), which can provide call routing service, is connected to DID receiver device (P110) that can accept DID line from communication network operator, digital extension device (P120) that can interface with CTI server, and public telephone network. It consists of a CO line device (P130) that can be used, PABX extension device (P140), VOIP Gateway device (P150), etc. that can be connected to the main call center agent phone, and the intelligent network phone number of the proxy operator carriers The number is forwarded to the telephone number of the DID line through the DID player communication device (P110).

(2) The CTI server (C100) is configured using the DTS Protocol, which is the protocol of PABX (P100) and VMS (Voice Mail System), and its configuration is connected to PABX (P100) by digital extension to control PABX. The call control interface module (C200), the module capable of detecting the CID (C210), the DB server connection module (C230), the DB ReConnect module (C240), and transmits the CID to the DB server and the result value for the transmitted CID DB input / output module (C250), voice support module (C260), CID input / output module (C260) capable of inputting and outputting data, module (C270) for transmitting data processed by billing server (C270), main The call center counselor's PC consists of input / output transmission module (C280), log storage module (C290), and so on.

The call control interface module (C200) of the CTI server plays a role of synchronizing with the digital extension device (P120) of the PABX (P100) and establishes a LAN as an incoming path to the in-bound call received through the DID receiver (P110). It is configured through the CID detection module (C210).

In addition, the CID detection module C210 detects the CID of the call configured through the call control interface module C200 and transmits the detected CID to the DB server.

In the method of (3), the CID input / output module C220 of the CTI server C100 is configured through a LAN and transmits the CID detected through the CID detection module C210 to a designated DB server, and at this time, voice support of the CTI server. The module C230 transmits a VBT to the caller so that the caller listens to the VirtualRingBack Tone during the waiting time so that the caller during the input / output time does not recognize the required time.

In the method of (3-1), the CTI server C100 connects the DB server connection module C230 to the DB server, and the connection status is checked in real time. If it is not normal, the CTI server C100 reconnects the number of times set through the DB Reconnect module C230. Attempt to reconnect to the secondary DB server, which is configured as the secondary path if reconnection is impossible.

In the method of (4), the CTI server C100 receives the data received from the DB server D100 through the DB input / output module C250 through the call control interface module C200, and the main VoIP gateway of the PABX (P100). Call routing data to V100).

The method of (4-1) is when the CID transmitted through the DB input / output module C250 of the CTI server C100 is transmitted to the DB server D100 so that there is no information on the caller CID in the DB server D100. The DB server (D100) transmits the data of the designated main call center agent to the PABX (P100) through the DB input / output module (C250) and the call control interface module (C200) and through the extension device (P140) of the PABX (P100). A call is made to the main call center agent.

In this case, the CID information to the main call center agent PC is transmitted through the module C280 that transmits the CID, and the agent checks the location information of the caller after making a direct call with the caller and performs a call transfer function, which is a basic function of the PABX (P100). Divert the call to your area.

In this case, the processing result of the CID information is received from the counselor PC through the CID input / output transmission module C280, and the CID information and the local data are transmitted to the DB server D100 through the DB input / output module C250. Update process.

In the method of (4-2), the call routing data is transmitted in the method of (4), but the main VOIP Gateway (MV100) or the local call center VOIP Gateway (SV100) is All Busy or the VOIP Gateway is smoothly due to the failure of the Internet line. When call routing through (MV100 or SV100) is impossible, the call control interface module C200 of the CTI server C100 connects the public telephone network to a preset telephone number through the trunk line device P130 of the PABX (P100). Call routing to the representative telephone number of the local call center.

In the method of (4-3), the call routing data is transmitted in the method of (4), but if the main VOIP gateway (MV100) or the local call center VOIP gateway (SV100) is All Busy, the SMS server through the SMS server access module (C290). The customer CID List is transmitted to the SMS server S100 by the data transmission module C300, and the customer delayed SMS is sent by the CID List to the SMS server S100.

In addition, the IVR is similar to SMS, and the caller CID list is transmitted to the IVR server data transmission module C320 through the IVR server access module C310, and the IVR server I100 sends a delay message through voice by the CID list. do.

In the method of (5), the PABX (P100) receiving the call transfer input routes the call to the VOIP Gateway (MV100 or SV100) along the path of the preset trunk line call code.

In the method of (6), the main VOIP gateway (MV100) inquires the prefix according to the input data according to the method of (4) and routes the call to the area corresponding to the prefix.

In the method of (7), the local call center answers the call routed from the main VOIP gateway (MV100).

In the method of (8), the surrogate driver receives the call, connects with the customer, and moves the vehicle based on the navigation information embedded in the PDA according to the destination information received from the application server A100 through the wireless data network. .

In the method of (9), the surrogate driver moves the customer to the destination and inputs the completion, and at the same time, the application server (A100) completes the processing and the completed data is the SMS server (S100) or the IVR server (I100). Call the customer's CID based on the customer's kindness, driving ability, geographic familiarity of the area.

At this time, the SMS or IVR is stored in the application server (A100) based on the data operated by the customer as a means of two-way communication, which is confirmed as basic data on the work rating or incentive system of the surrogate driver.

In the method of (9-1), when most of the customers use the method of (9) after drinking, most of the users have a feeling of rejection when receiving SMS or IVR calls. It is operated in the form of providing.

The present invention provides a caller's telephone number CID (Caller ID) that is received by using an intelligent network service of public telephone network or public telephone network (ex> 1588-????, 1544-????, 1600-????, etc.). Inquiry to the DB to automatically call the caller to the registered area provides a way that the counselor of the local call center can directly call.

Claims (1)

How to provide a surrogate operation service from the customer's surrogate operation application to the completion of dispatch.

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