KR20090025799A - Event information collecting device for branch terminal integrated management, integrated management system and integrated management method using the device - Google Patents

Abstract

The present invention relates to an apparatus for integrated management of terminals in each branch, an integrated management system and a management method including the apparatus, and collects events occurring in each branch terminal and uses the collected event information for each terminal. By identifying the state information of each terminal, and by transmitting the call connection or data based on the identified state information to manage the branch terminal integrated. The integrated branch terminal management system according to the present invention collects event information generated in the terminal of each branch and transmits it to a private exchange, a private to update and manage the status information of each branch terminal according to the received event information The exchanger is configured to include a computer and telephony integration (CTI) server for transmitting data to a specific terminal or controlling the operation of the specific terminal based on the updated state information.

Description

Event information collecting device for branch terminal integrated management, integrated management system and integrated management method using the device {Apparatus for Managing the Terminal of Branch Offices, Method and Manage System Thereof}

The present invention relates to an event information collecting device for the integrated management of the terminal distributed in each point, an integrated management system and a management method including the device, in particular, to identify the events occurring in the terminal of each point distributed and The present invention relates to an apparatus, a method, and a system for improving management efficiency by collectively managing terminals at respective branches through a method of controlling by referring to the method.

1 is a view schematically showing a branch call center management system according to the prior art.

As shown in FIG. 1, a call center system according to the prior art includes a private branch eXchange (100) of a main office, a computer and telephony integration (CTI) server 110 of a main office, and a key phone system of each branch. 120, 130, and 140, and the CTI servers 122, 132, and 142 at each point.

The CTI server 110 contains customer's personal information such as customer's name, address, specific service subscription status, account number, and serves to provide software and customer information necessary for call center counselors to perform customer service. The CTI server 110 has a CTI server for a key phone that can be used in connection with a key phone system and a CTI server for a PBX that can be used in connection with a private exchange (PBX).

In general, in the case of a company that operates a branch office nationwide, the size of the customer data and the agent managed in the head office compared to the size of the customer data and the agent managed in the branch is large in size. Therefore, each branch uses a large number of key phone system that can be operated in small, and since the CTI server 110 in the main office for the PBX, in conjunction with the key phone system (120, 130, 140) of each branch It doesn't work. In addition, since the CTI servers 122, 132, and 142 of each branch connected to the keyphone system are interlocked with the keyphone system of the corresponding branch, it is impossible to operate simultaneously with the keyphone system of the other branch. 122, 132, 142 are installed separately to be used.

In order to simultaneously use the workforce of each branch office or the call center agent operating in each branch as a counselor in the call center entering the main call center of the head office as needed, the CTI server of the head office It should be possible to manage the system and to understand the status of personnel in each branch. However, conventional systems are unable to perform such functions.

In addition, in order to utilize the workforce of each branch as counseling personnel, if CTI equipment is installed at each branch, smooth data interworking between the central call center and the branch call center of the head office is difficult, and if there are a large number of branches, each branch call center is established. And there arises a problem that the maintenance cost greatly increases.

For example, a brokerage firm operates a head office and a central call center in Seoul, and operates 50 branches nationwide. According to the prior art, 상담 There are so many consultation services handled by securities companies' central call centers, and CTI server must be installed at each branch office in order to put the workforce of each branch office into securities consultation and trading as a way of efficient use of manpower. . However, even in this case, in order to forward the call to the central call center to each branch, the main office should be able to determine whether the workers in each branch are in a callable state. There is a problem in that efficient call distribution cannot be achieved.

Accordingly, an object of the present invention is to configure a system so that branch office terminals connected to a keyphone system for each branch can be treated like extension subscriber terminals of a main office private exchange, thereby creating a CTI server system of the main office optimized for a main office private exchange. The present invention provides a method of collectively managing terminals at each branch with minimal modification.

Another object of the present invention, by collecting the event information generated in the terminal terminal connected to the key phone system of each branch and transmits to the private exchange of the main store, the event information collection that enables the main store to grasp the terminal state of each branch In providing a device.

Still another object of the present invention is to provide a system including the event information collecting device, which can identify a terminal state of each branch in the main store and manage a call of each branch.

In order to achieve the above object, the event information collecting device proposed by the present invention includes an event information collecting unit for collecting event information generated at a terminal of each branch, and an event information transmitting unit for transmitting the collected event information to a private exchange. And a controller configured to control an event information collecting operation of the event information collecting unit and an event information transmitting operation of the event information transmitting unit.

In addition, the branch terminal integrated management method proposed by the present invention in order to achieve the above object, the event information generated in the terminal of each branch is collected by the event information collecting device and transmitted to the private exchange, the transmitted event information And updating the status information of each branch terminal based on the call, and performing a call connection or data transmission to each branch terminal based on the updated status information.

In addition, the system according to the branch terminal integrated management method proposed by the present invention in order to achieve the above object, the event information collecting device for collecting the event information generated in the terminal of each branch and transmits to the private exchange, the received event information According to the present invention, the system includes a CTI (Computer and Telephony Integration) server that transmits data to a specific terminal or controls the operation of the specific terminal based on the updated state information.

According to the integrated management method according to the present invention, since the personnel in the branch can be used as an agent without installing the CTI server for each branch, the cost of installing the CTI server for each branch can be reduced, and the main branch is a terminal in each branch. Agents working at branch offices can provide counseling services in the same environment as agents in central call centers, and calls are distributed to branch offices when agents are concentrated in central call centers. It is possible to process business quickly, and it is possible to monitor each branch counselor in the central call center.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. However, in describing the present invention, detailed descriptions of well-known functions and configurations will be omitted for clarity. In addition, in describing the present invention with reference to the drawings, components that perform the same function will be described with the same reference numerals.

2 is a view schematically showing a branch integrated management system according to an embodiment of the present invention.

As shown in Figure 2, branch integrated management system according to an embodiment of the present invention is a private exchange 200, CTI server 210, event information collecting device 250, each branch key phones 220, 230, 240).

A private branch exchange (200) is connected to each branch keyphone and trunk line to exchange calls with the keyphones of each branch. A virtual port is set in the private exchange. Preferably, each branch terminal is capable of connecting and processing a call as if it is connected to the private exchange 200 by extension. Unlike the actual phone number of each branch terminal to manage the call processing through the virtual port, private exchange 200 also needs information that can be associated with the actual phone number and virtual port number for each branch terminal.

In addition, the private exchange 200 should grasp the status information for each branch terminal, the status information uses the information received through the event information collecting device 250. Information on the virtual telephone number of each branch terminal or state information for each terminal may be stored or managed in a list form, a table form, and the like.

The event information collecting device 250 is connected to the key phones 220, 230, and 240 of each point to collect event information generated from each point key phone and transmits it to the private exchange 200. It is possible to implement the present invention by directly connecting the terminal of each point to the event information collecting device 250, and the event information collecting device 250 collects the event information generated in each terminal, but a small member In the case of a specific point consisting of a plurality of terminals connected to the key phone and using a method of making an extension connection to each terminal in the branch through the key phone, the present invention while reducing costs by minimizing the modification of the existing network system In order to implement, it is preferable to collect event information generated at each branch terminal using a keyphone of the branch.

A plurality of terminals are connected to each of the branch key phones 220, 230, and 240, and serve to distribute a call to the terminal of the corresponding branch. The terminal connected to the key phone is preferably a terminal combined with a computer and a telephone function, and the software is also installed so that a counselor can check or input / modify information related to the customer while consulting with the customer. The key phones 220, 230, and 240 of each branch are connected to the private exchange 200 through a trunk line, and when using an IP (Internet Protocol) terminal, a connection using an IP network is also possible.

Various events (incoming, outgoing, busy, call termination, customer data request, specific data storage, etc.) occurring in the terminal of each branch are transmitted to the event information collecting device 250 through a key phone. Then, the event information of each terminal collected by the event information collecting device 250 is transmitted to the private exchange 200 so that the status information of the virtual port of the terminal can be updated.

The computer and telephony integration (CTI) server 210 records data related to the customer and is connected to the private exchange 200 through a CTI link. The CTI server 210 performs a call control function such as connecting a call to the call center through the private exchange 200 to each branch, or transmits personal information of a customer who requested a consultation to each branch terminal. Pop-ups on the display of each branch terminal allow smooth consultation. In addition, a function of updating and recording newly input / modified / deleted data by a counselor is performed. When the CTI server 210 transmits the personal information of the customer, it may be transmitted via the private exchange 200, but may be transmitted through a Transmission Control Protocol / Internet Protocol (TCP / IP) network or the event information collection device 250. Would be desirable.

As shown in FIG. 2, a branch terminal state information recording unit 202 for recording the event information of each branch terminal transmitted from the event information collecting apparatus 250 to the private switch 200 may be separately provided. In Figure 2, the branch terminal status information recording unit 202 is shown in the private exchange, but this is only one embodiment according to the present invention, may be configured as a separate device independently, CTI server 210 or It may be located within the event information collecting device 250.

Briefly describing the operation of the components shown in Figure 2, in order to effectively control the call transmitted to the terminal at each point by the CTI server 210 interworking with the private exchange 200, the terminals of the branch also Each terminal is connected through a virtual port inside the private switch 200 so that the same control and operation as the terminal of the central call center can be made. In order to achieve such an operation, key phones connected to terminals of a specific point are connected to the event information collecting device 250 so that event information generated in each key phone can be collected by the event information collecting device 250, Collected event information can be reflected to each virtual port in the private exchange 200. Since call processing is performed to each branch terminal through the virtual port of the private exchange 200, the CTI server 210 may control the terminal of each branch through the private branch 200.

3 is a block diagram schematically showing an event information collecting device according to the present invention.

As shown in FIG. 3, the event information collecting device 250 according to the present invention includes a control unit 252, an event information collecting unit 254, an event information transmitting unit 256, and a data transmitting unit 258. It is composed.

The event information collecting unit 254 collects event information generated in the terminal connected to the key phone from key phones of each point.

The event information transmitter 256 transmits the event information collected by the event information collector 254 to the private exchange 200. In transmitting the event information to the private exchange 200, it is preferable to transmit the identification address of each branch terminal together so that the private exchange 200 can update the status information for each branch terminal.

The data transmitter 258 is connected to the CTI server 210 to receive data, such as personal information of the customer, and transmit the data to the key phones 220, 230, and 240 of each point. The data transmission unit may not be included as an essential component when the CTI server 210 transmits data to a key phone or a terminal of each point separately using a TCP / IP network.

The controller 252 functions to control data transmission or function between the event information collecting unit 254, the event information transmitting unit 256, and the data transmitting unit 258 in a predetermined order.

4 is a diagram illustrating a call process with a branch call center counselor according to an embodiment of the present invention.

Various processes may be performed between the customer and the call center agent, but in FIG. 3, a process of making a call between a customer and an agent of a specific branch when using the integrated branch management system according to the present invention will be described as an embodiment. . In order to more easily describe an embodiment of the present invention, it is assumed that the head office and the central call center in Seoul, a securities company that has a counselor in each of 50 branches and branches in the country as an example do.

When the customer makes a call to a securities company call center (S404), the call is transmitted through the incoming trunk line to the central call center and the answering machine is operated to transmit the announcement. If the customer wants to consult directly with the agent, the CTI server 210 in the main office first checks whether there is a connectable agent among the central call center agents, and if the connection is impossible, the terminal state of the agents in each branch is checked (S406). ). Events generated in the terminal used by the counselors of each point is continuously collected by the event information collecting device 250 (S400) and transmitted to the private exchange, and based on the transmitted information, state information of the terminal of the point where the event occurs is Since it is updated (S402), before the CTI server 210 of the main office determines the terminal state of the branch agent (S406), the terminal state information of each branch agent is already updated.

If it is determined that the status information of the branch counselor terminal of the main office CTI server 210 (S406), the agent in charge of the terminal 400 of the specific point is available to call the call connection request to the corresponding terminal (S408). In response to the call connection request (S408), when a signal is sent to the terminal 400 of the corresponding point (S410), the status information indicating that the counseling connection attempt is also transmitted to the event information collecting device through the private exchange CTI server of the head office It can be recognized (S412, S414, S416).

In general, since the extension number is made up of two to four digits, it is necessary to use a virtual number different from the extension number actually used in the private exchange in order to distinguish the number connected to the terminal of the main office and the agents of each branch. desirable. If the terminal is registered at the central call center or the terminal of each branch call center with a virtual number within the private exchange, all terminals can be operated in a similar way to the extension connected to the private exchange, making call connection and management simple. Become.

For example, if the extension number of a terminal at each branch of a securities company is 3 digits, and the extension number of a specific terminal at point A is 200, the extension number is 200 even among the terminals in area B. There may be a terminal. However, since the private exchange 200 according to the present invention manages the terminal of each point by assigning a virtual port, if the specific terminal of the point A is 7000, the specific terminal of the point B is assigned a virtual number such as 7100 From the standpoint of the private exchange, each terminal can be managed as a terminal having an extension number of 7000 and 7100, respectively.

Eventually, the CTI server 210 of the main office exchanges data with the private exchange based on the virtual number of each terminal, and converts the actual connection number of the terminal corresponding to the virtual number in the private exchange to connect a call to efficiently of each branch terminal. Management becomes possible.

After the CTI server of the main office recognizes that a call connection attempt is made to the terminal 400 of a specific point (S416), the information of the calling customer may be displayed on the terminal 400 of the specific point. The data is transmitted to the terminal 400 (S418). In transmitting data, a TCP / IP network may be used, or data may be transmitted via an event information collecting device 250 connected to a key phone at each point. 고객 If the customer is already registered with the securities company, when calling the call center to make an inquiry, the resident number or the securities account number will be entered according to the guidance of the answering machine and stored in the CTI server 210 of the main store. It will be able to send the information of the customer.

When the phone rings to the terminal 400 at a specific point by the steps S410 and S418 and the information of the calling customer is popped up and displayed on the screen of the terminal 400, the terminal 300 is in charge of the terminal 300. The counselor to answer the call (S420).

When the agent receives the call (S420), the event information indicating that the call is received is also transmitted to the event information collecting device 250 (S422), and the state information of the terminal of the specific point where the call is received is changed to a call, The CTI server 210 may also be recognized (S424).

When it is recognized that the call with the customer and the agent of a certain point is made (S424), the CTI server 210 of the main office provides a consultation tool or data to the terminal 400 of a specific point to conduct a consultation ( S426), this allows the consultation can be made. That is, by controlling the virtual port inside the private exchange through the CTI server 210 of the main store, the call between the counselor and the customer in charge of the terminal of the specific point corresponding to the virtual port can be made.

In the above, preferred embodiments of the present invention have been described with reference to the accompanying drawings. Herein, the terms or words used in the present specification and claims should not be construed as being limited to ordinary or dictionary meanings, but should be construed as meanings and concepts consistent with the technical spirit of the present invention.

Therefore, the embodiments described in the specification and the drawings shown in the drawings are only the most preferred embodiment of the present invention, and do not represent all of the technical idea of the present invention, it can be replaced at the time of the present application It should be understood that there may be various equivalents and variations.

1 is a view schematically showing a branch call center management system according to the prior art.

2 is a view schematically showing a branch integrated management system according to an embodiment of the present invention.

Figure 3 is a schematic block diagram of the event information collecting device according to the present invention.

4 is a view showing a call process with a branch call center counselor according to an embodiment of the present invention.

Claims (12)

An event information collecting device for collecting event information generated at a terminal of each point and transmitting the event information to a private exchange; A private exchange for updating and managing status information of each branch terminal according to the received event information; And Integrated point management system including a computer and telephony integration (CTI) server for transmitting data to a specific terminal or control the operation of the specific terminal based on the updated state information. The apparatus of claim 1, further comprising: a key phone connected to a plurality of terminals located at a specific point to distribute calls, and transmitting an event occurring at the plurality of terminals located at the specific point to the event information collecting device. Branch terminal integrated management system. According to claim 2, The event information collecting device, Branch terminal integrated management system, characterized in that to collect the event information generated in the terminal of each branch through the key phone located in the corresponding point. The private exchange of claim 1, And a virtual port for setting a call for each branch terminal, and performs call processing through the assigned virtual port. The method of claim 1, wherein the CTI server, Integrated branch management system, characterized in that to perform the function of updating the previously stored data to reflect the data input / modified / deleted by the user of the branch terminal. The private exchange of claim 1, And a branch terminal state information recording unit for storing state information for each branch terminal based on the event information transmitted from the event information collecting device. An event information collecting unit for collecting event information generated at a terminal of each branch through a key phone of the branch; An event information transmitter for transmitting the collected event information to the private exchange together with the identification addresses of the respective branch terminals; And And a control unit for controlling the event information collecting operation of the event information collecting unit and the event information transmitting operation of the event information transmitting unit. The apparatus of claim 7, further comprising a data transmitter configured to receive data from a computer and telephony integration (CTI) server, and transmit the received data to a terminal of each point. Collecting event information generated at a terminal of each branch to an event information collecting device and transmitting the event information to a private exchange; Updating status information of each branch terminal based on the transmitted event information; And Integrated point management method comprising the step of performing a call connection or data transmission to each branch terminal based on the updated state information. 10. The method of claim 9, wherein the state information of each branch terminal, Integrated terminal management method characterized in that the one selected from the incoming, outgoing, busy, call termination, customer data request, data storage. The method of claim 9, wherein the data transmitted to each branch terminal, Integrated terminal management method characterized in that the data on the caller's personal information. Collecting event information generated at a terminal of each point through a key phone of the corresponding point; Transmitting the collected information to a private exchange; Updating status information of each terminal managed by a virtual port in the private exchange based on the transmitted information; A computer and telephony integration (CTI) server connected to the private exchange to grasp the updated state information of each branch terminal for each virtual port, and controlling a call entered into a call center to a specific terminal; And And transmitting, by the CTI server, personal information of a call originator to a specific terminal to which the call is connected.

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