KR101283002B1 - Call center pbx link apparatus for compatibility between ip-pbx and cti and method thereof - Google Patents

Abstract

The present invention relates to a call center PBX link device and a method for easily interoperating IP-PBX (Computer Protocol-Telephony Integration) middleware with general protocol IP-PBX of various manufacturers without changing the protocol.

Description

CALL CENTER PBX LINK APPARATUS FOR COMPATIBILITY BETWEEN IP-PBX AND CTI AND METHOD THEREOF}

The present invention relates to a call center PBX link device and a method thereof, and in particular, to enable the universal Internet Protocol-Private Branch Exchange (IP-PBX) and computer-telephony integration (CTI) middleware of various manufacturers to easily interoperate without changing the protocol. The present invention relates to a call center PBX link apparatus and a method thereof.

In call center systems that operate telephone-based agents, such as contact centers, customer centers, and counseling centers, IVR (Interactive Voice Response) is notified of calls from customer terminals connected through IP-PBX (Internet Private Switching). The message is transmitted to the customer terminal through the IP-PBX. Accordingly, customer information such as ID and password input from the customer terminal is transmitted to the CTI middleware through the IP-PBX to request communication connection of an available counselor. The CTI checks the call connection status of each agent terminal connected to the IP-PBX, and connects the call path between the agent terminal of the currently waiting agent and the customer call. CTI extracts the accumulated counseling history and personal information of the customer from the database based on the customer information input in connection with IP-PBX and sends it to the agent terminal of the connected agent. See you for a smooth consultation.

As such, the CTI interlocks with the IP-PBX to determine the state of the agent terminal and handles call processing such as intelligent call distribution. Currently, various IP-PBX manufacturers adopt different interworking methods for the CTI middleware. In other words, companies that develop and supply CTI middleware have no choice but to develop interlocking functions depending on the IP-PBX model of the customer, which results in inefficient development cost and time investment.

Accordingly, an object of the present invention is to solve the above-described problems, and an object of the present invention is to provide a call center PBX link device and a method for easily interoperating a general IP-PBX and CTI middleware of various manufacturers without changing a protocol. There is.

In addition, a PBX link device logically located to interwork between IP-PBX and CTI devices between a client terminal and an agent terminal connected to an IP-PBX controlling call based on the SIP (Session Initiation Protocol) protocol, an international standard protocol for VoIP calls. Acquires the terminal information of the terminal connected to the IP-PBX through packet mirroring, and accordingly, the CTI grasps the availability status of the agent terminals, and manages / displays and clicks the customer information and call history for the corresponding call. The present invention provides a call center PBX link device and method for smoothly controlling and managing functions such as two-dial, hangup, call hold, transfer, and call statistics.

First, to summarize the features of the present invention, according to an aspect of the present invention, the call center device for controlling and managing the call between the customer terminal and the agent terminal, includes a PBX link unit for interworking between the IP-PBX and CTI, PBX link unit, PBX connection support unit for transmitting a control signal for the customer terminal or the counselor terminal of the IP-PBX to the CTI; And a CTI connection support unit for transmitting a control signal for the customer terminal or the agent terminal of the CTI to the IP-PBX, wherein the PBX connection support unit is between the IP-PBX and the agent terminal or the IP-PBX. A packet mirroring unit configured to transmit information extracted from the packet transmitted and received between the client terminal and the counselor terminal to the CTI through the PBX link unit in the CTI, and the call-related control is performed independently of the IP-PBX. To lose.

The packet mirroring unit transmits, to the CTI, information on an authentication request of the counselor terminal to the IP-PBX and a reply of the authentication result of the IP-PBX to the CTI, and the CTI manages the location and available state of the agent terminal and the corresponding information. May be provided to the counselor terminal.

The PBX connection support unit notifies the CTI of a connection attempt of the client terminal through the IP-PBX, and the CTI connection support unit transmits a connection permission specifying the counselor terminal available in the CTI to the IP-PBX. The packet mirroring unit transmits call-connected call information to the CTI according to the access permission, and controls the CTI to provide pop-up information to an agent terminal connected to the customer terminal based on the call information independently of the IP-PBX. Can be.

In addition, the CTI connection support unit notifies the CTI of the connection attempt with the client terminal according to the click-to-dial of the counselor terminal, and sends the access permission authorized by the CTI to the IP-PBX including the called party number of the client terminal. And an agent terminal available based on the information on the location and availability of an agent terminal in the CTI, independently of the IP-PBX, according to the information transmitted by the packet mirroring unit. It can be controlled to make a call connection according to.

In addition, the packet mirroring unit transmits call information between the client terminal and the counselor terminal to the CTI, and the CTI connection support unit notifies the CTI of a call termination request of an agent terminal, and the CTI calls the corresponding client terminal. And transmits a connection suspension permission that permits suspension to the IP-PBX, and according to the information transmitted by the packet mirroring unit, information about the location and available state of the counselor terminal in the CTI independently of the IP-PBX and Based on the call information, it is possible to control the call termination of the counselor terminal with the corresponding customer terminal.

In addition, the packet mirroring unit transmits the call information between the client terminal and the counselor terminal to the CTI, the CTI connection support unit notifies the CTI of the call suspension request of the agent terminal, the call from the CTI with the corresponding client terminal And transmits a connection hold permission granting a hold to the IP-PBX, and according to the information transmitted by the packet mirroring unit, information on the location and available state of the counselor terminal in the CTI independently of the IP-PBX; Based on the call information, it is possible to control so that the call of the counselor terminal with the corresponding customer terminal is held.

In addition, the CTI connection support unit notifies the CTI of the call return request of the agent terminal, and transfers to the IP-PBX a connection return permission that allows the call back to the customer terminal in the CTI, the IP-PBX Independently, the CTI can control the call return to the corresponding customer terminal of the corresponding counselor terminal for the call held.

In addition, the packet mirroring unit transmits the call information between the customer terminal and the counselor terminal to the CTI, the CTI connection support unit notifies the CTI of the attempt to switch to another customer terminal according to the call transfer request of the agent terminal, The CTI transfers the transfer permission granted to the IP-PBX including the called number of the corresponding client terminal, and according to the information transmitted by the packet mirroring unit, independently of the IP-PBX, the CTI of the counselor terminal Based on the location and availability information and the call information, the counselor terminal may control to make a call transfer connection to the other customer terminal.

And, according to another aspect of the invention, the call service method of the call center device for controlling and managing the call between the customer terminal and the agent terminal, the IP-PBX in the PBX link unit for interworking between the IP-PBX Transmitting a control signal for a customer terminal or an agent terminal to the CTI; And transmitting, by the PBX link unit, a control signal for the customer terminal or the counselor terminal of the CTI to the IP-PBX, between the IP-PBX and the agent terminal, or in the PBX link unit. Information extracted from the packet transmitted and received between the client terminal and the counselor terminal via the IP-PBX is transmitted to the CTI, so that the call-related control is performed independently from the IP-PBX through the PBX link unit in the CTI. .

According to the call center PBX link device and the method according to the present invention, by freely interlocking the universal IP-PBX and CTI middleware of various manufacturers regardless of the type or manufacturer without changing the protocol, the operator saves money and time to establish a phone-based call center The effect is that it can be configured.

In addition, CTI can identify the availability status of agent terminals by smoothly interworking both IP-PBX and CTI equipment through packet mirroring of PBX link devices logically located between the client terminal and the agent terminal connected to the IP-PBX. You can seamlessly control and manage customer information and call history management / display for the call, click-to-dial, hangup, call hold, transfer, call statistics, and more.

1 is a view for explaining a call center system according to an embodiment of the present invention.
2 is a diagram for explaining a PBX link unit located between an IP PBX and a CTI.
3 is a diagram for explaining a call distribution and management function of a CTI.
4 is a detailed block diagram of a PBX link unit.
5 is a flowchart for describing a related operation in a PBX link unit when determining a terminal availability state.
6 is a flowchart for explaining an operation related to the PBX link unit when a screen is popped up.
7 is a flowchart for explaining a related operation in the PBX link unit during click-to-dial.
8 is a flowchart for explaining an operation related to the PBX link unit at the end of a call.
9 is a flowchart for explaining an operation related to the PBX link unit at the time of holding and returning.
10 is a flowchart for explaining an operation related to the PBX link unit in call switching.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Reference will now be made in detail to the preferred embodiments of the present invention, examples of which are illustrated in the accompanying drawings, wherein like reference numerals refer to the like elements throughout.

1 is a view for explaining a call center system according to an embodiment of the present invention.

Referring to FIG. 1, a call center system according to an embodiment of the present invention includes a communication network and a switch (or wireless access point) for enabling a telephone call such as a voice over internet protocol (VoIP) and a public switched telephone network (PSTN). By using the call center device 100 connected through the control and management so that the call connection is made between the customer terminal and the agent terminal (or manager terminal), or the manager terminal and the agent terminal managing the agent terminal, contact center, customer center, Counselors in telephone-based call centers, such as counseling centers, can facilitate consultations with customers.

Here, the network is not limited to the VoIP network, the Internet connected through the PSTN, and may include a wireless Internet connected using a mobile communication network such as WCDMA, WiFi, or WiBro. The customer terminal, the counselor terminal, or the manager terminal may include an IP telephone or a soft phone, and in some cases, a smartphone, a notebook PC, or a desktop PC that can receive a telephone-based call service of the call center device 100 through a network. , Palm Personal Computer, etc., cellular phone, PCS phone (Personal Communications Services phone), synchronous / asynchronous IMT-2000 (International Mobile Telecommunication-2000) capable of wireless communication, personal digital Terminals such as PDAs (PDAs), WAP phones (Wireless application protocol phones), mobile play-stations, and other portable multimedia players (PMPs) may be included. It may include various electronic devices or devices throughout a home or business society that can communicate.

The call center device 100 may include a PBX link unit 110, an IP-PBX (Internet Protocol Exchange) 120, a recording unit 130, and an interactive voice response (IVR) 140. ), Voice Mail Service (VMS) 150, and Call-Telephony Integration (CTI) 160.

As shown in FIG. 2, the PBX link unit 110 allows the control signals to interwork with each other between the IP-PBX 120 and the CTI 160, and the IP-PBX 120 and the counselor terminal connected through the switch are PBX. The link unit 110 may exchange control signals related to call control based on a Session Initiation Protocol (SIP) protocol, which is an international standard protocol of VoIP calls, and serial communication between the CTI 160 and the PBX link unit 110. It can be connected in a variety of dedicated communication schemes.

The call of the customer terminal connected through the IP-PBX 120 is notified to the IVR 140, and the IVR 140 may transmit a voice announcement message to the customer terminal through the IP-PBX 120, and thus the customer. Customer information such as ID, password, and personal information input from the terminal is transmitted to the CTI 160 through the IP-PBX 120 and the PBX link unit 110 to request communication connection of the available counselor terminal. The CTI 160 checks the call connection state of each agent terminal connected to the IP-PBX 120, and controls to connect the call path between the agent terminal of the currently waiting agent and the customer call through the PBX link unit 110. do. The CTI 160 extracts the accumulated counseling history and personal information of the corresponding customer from the database based on the customer information input in connection with the IP-PBX 120 and transmits the information to the agent terminal of the connected agent. Consultation history and personal information of the will proceed smoothly consultation.

In addition, the CTI 160 interlocks with the IP-PBX 120 to determine the location and available state of the agent terminal, and stores and manages information necessary in the process of performing call processing such as intelligent call distribution. In addition, the data may be analyzed to generate statistical information as shown in FIGS. 3A to 3I and may be provided to be displayed on a counselor terminal or a manager terminal. The statistical information includes the CTI status information as shown in FIG. 3A including the number of agent connections, the CTI status information by group as shown in FIG. 3B including the agent connection status by group according to the type of call, and the agent status by time period. 3c including the present status information, in the case where there are a plurality of representative numbers, the form of the chart form or graphic representative number as shown in FIG. Star current status and the like. In addition, in the CTI 160, the contents of the consultation may be recorded in the recording unit 130 during the consultation, and the voice of the customer together with the customer terminal information in the VMS 150 when the agent terminals are not all available. Alternatively, you can store a text message so that an available agent can call the customer who left the message later.

Particularly, in the present invention, the IP-PBX and CTI of various manufacturers can be freely linked regardless of the model or manufacturer without changing the protocol, so that the operator can configure a telephone-based call center by saving money and time. ) And the PBX link unit 110 is logically positioned between the CTI 160 and the control signals of both devices to smoothly interwork with each other, and the IP-PBX through the PBX link unit 110 in the CTI 160. Independent of (120), call-related control was made. As a result, even if various IP-PBX manufacturers adopt different interlocking methods for CTI middleware, companies that develop and supply CTI middleware do not develop the interlocking function by spending the development cost and time depending on the IP-PBX model of the customer. There is no need, and call center operators can efficiently construct a phone-based call center.

As shown in FIG. 4, the PBX link unit 110 may include a PBX connection support unit 210 and a CTI connection support unit 220, and the PBX connection support unit 210 may include a packet mirroring unit 211.

The PBX connection support unit 210 transmits a control signal for the customer terminal or the agent terminal of the IP-PBX 120 to the CTI 160, and the CTI connection support unit 220 to the customer terminal or the agent terminal of the CTI 160. The control signal for the IP-PBX 120 may be transmitted. The packet mirroring unit 211 uses the CTI 160 to extract information (call information, etc.) extracted from packets transmitted and received between the IP-PBX 120 and the agent terminal, or between the client terminal and the agent terminal through the IP-PBX 120. By transmitting to the CTI 160, the call-related control is performed independently of the IP-PBX 120 through the PBX link unit 110.

Hereinafter, according to the operation of the PBX link unit 110, the CTI 160 independently checks the availability of the agent terminals independently of the IP-PBX 120, click-to-dial, hang up, and call. A process of smoothly controlling and managing functions such as hold and call transfer will be described with reference to the flowcharts of FIGS. 5 to 10.

5 is a flowchart illustrating a related operation in the PBX link unit 110 when the terminal availability state is checked.

Referring to FIG. 5, in order to determine the location and available state of the counselor terminal, first, the counselor terminal requests authentication including the terminal information to the IP-PBX 120 (S10), and the IP-PBX 120 Based on the terminal information of the counselor terminal requested for authentication, the terminal may authenticate whether the terminal is registered according to a predetermined authentication method (S11), and respond to the corresponding counselor terminal with a result of authentication success or failure (S12).

At this time, the packet mirroring unit 211 collects the packet by mirroring the packet for the authentication request to the IP-PBX 120 of the agent terminal as described above and the reply of the authentication result of the IP-PBX 120. As such, information for identifying the location and availability of the agent terminal from the packet, for example, information on an authentication request from the agent terminal to the IP-PBX 120 (for example, terminal information of the agent terminal before authentication, etc.). And information about the authentication result reply of the IP-PBX 120 (for example, terminal information of the authenticated counselor terminal) may be extracted and transmitted to the CTI 160. Accordingly, the CTI 160 may manage the location and available state of the counselor terminal and provide the corresponding information (information about the location and availability of the counselor terminal) to the counselor terminal or the manager terminal to be displayed. That is, the CTI 160 manages each installation location information of the agent terminal corresponding to each terminal information (eg, terminal number, etc.) of the agent terminal and information on the available state of the corresponding agent terminal which has been successfully authenticated as described above. The information may be provided to the counselor terminal or the manager terminal to be displayed. The above various information managed by the CTI 160 may be provided and displayed only at the request of the counselor terminal or the manager terminal.

FIG. 6 is a flowchart for describing a related operation in the PBX link unit 110 when a screen is popped up.

Referring to FIG. 6, while the CTI 160 manages information on the location and availability of the agent terminal (see FIG. 5), first, the client terminal makes a call connection with a representative number for a consultation call with the agent terminal. In response to the attempt, the IP-PBX 120 initiates a session (S20), and the packet connection attempt packet according to the exchange function of the IP-PBX 120 is notified to the CTI 160 by the PBX connection support unit 210. Accordingly, the access permission packet designating the counselor terminal available in the CTI 160 may be delivered to the IP-PBX 120 by the CTI connection support unit 220 (S21).

 At this time, the packet mirroring unit 211 collects the packet by mirroring the packet associated with the call connection attempt and the access permission as described above, and the call connection call information according to the access permission between the customer terminal and the available agent terminal through the mirrored packet ( The terminal number of the connected customer terminal and the counselor terminal, etc.) may be extracted and notified to the CTI 160 (S22). Under the control of the packet mirroring unit 211, the CTI 160 independently of the IP-PBX 120, based on the above call-connected call information, the pop-up information (for example, counseling) to the agent terminal connected to the customer terminal. A message indicating that a call has been received, a cumulative consultation history and personal information of the corresponding customer, and statistical information as shown in FIG. 3) may be provided (S23).

Since there is no packet mirroring in the past, in order to provide pop-up information to an agent terminal connected to a client terminal, the CTI requests call information (such as the terminal number of the connected client terminal and the agent terminal) connected to the private exchange and requests the authorization command. Although it should be confirmed, in the present invention, the CTI 160 sends pop-up information to an agent terminal connected to the customer terminal based on the call-connected call information transmitted by the packet mirroring unit 211 independently of the IP-PBX 120. This inefficiency has been eliminated by providing. The CTI 160 may provide the above pop-up information only when requested by the counselor terminal connected to the customer terminal to be displayed.

7 is a flowchart for explaining a related operation in the PBX link unit 110 during click-to-dial. For reference, the click-to-dial means a function of directly calling a customer terminal by selecting a click or a touch from a list of customer terminal information displayed on the screen of the counselor terminal.

Referring to FIG. 7, while the CTI 160 manages information on the location and availability of the agent terminal (see FIG. 5), first, the agent terminal requests a click-to-dial to the CTI connection support unit 220. By the packet about the connection attempt is notified to the CTI (160) (S30), the CTI (160) gives the connection permission (included in the Invite message) for the packet (S31), the corresponding notification message on the screen of the agent terminal At step S32, the terminal responds to the packet for the access permission, including the called party's called number (included in the Refer message). Accordingly, the packet for the access permission for making the call connection with the corresponding customer terminal is delivered to the IP-PBX 120 by the CTI connection support unit 220 to make a call connection between the customer terminal and the available agent terminal. It may be (S34). As such, the CTI 160 requests the click-to-dial based on the information on the location and availability of the agent terminal transmitted by the packet mirroring unit 211 (see FIG. 5) independently of the IP-PBX 120. If the counselor terminal is an available counselor terminal, the available counselor terminal controls the call connection to the called party's customer terminal.

Conventionally, since there is no packet mirroring as described above, in order to control the click-to-dial, the CTI needs to request information on the location and availability of the agent terminal to the private exchange and confirm the permission command. The client terminal requesting the click-to-dial based on the information on the location and availability of the agent terminal transmitted by the packet mirroring unit 211 independently of the IP-PBX 120 (see FIG. 5). This inefficiency is eliminated by allowing the control of the call connection to be made.

8 is a flowchart for explaining a related operation in the PBX link unit 110 at the end of a call.

Referring to FIG. 8, while the CTI 160 manages information about the location and availability of the agent terminal (see FIG. 5), the client may access the client terminal as shown in FIG. 6 or click-to-click as shown in FIG. 7. The call may be connected between the customer terminal and the agent terminal by the dial request (S40), and at this time, the packet mirroring unit 211 may transmit the call information between the customer terminal and the agent terminal to the CTI 160 (S41). . That is, the packet mirroring unit 211 collects the packet by mirroring the packet related to the call connection attempt and the access permission as shown in FIG. 6 or 7, and applies the access permission between the client terminal and the available counselor terminal through the mirrored packet. Accordingly, call information (such as the terminal number of the connected customer terminal and the counselor terminal) may be extracted and notified to the CTI 160 (see S22).

At this time, as the agent terminal requests to stop the call, the packet for the call termination request is notified to the CTI 160 by the CTI connection support unit 220 (S42), and the CTI 160 corresponds to the corresponding customer terminal for the packet. Permit call termination (included in Release message) (S43). Accordingly, the packet for permission to stop the call with the corresponding customer terminal may be delivered to the IP-PBX 120 by the CTI connection support unit 220 to stop the call connection between the customer terminal and the corresponding agent terminal (S44). As such, in the CTI 160, independently of the IP-PBX 120, information on the location and availability of the agent terminal transmitted by the packet mirroring unit 211 (see FIG. 5) and a call between the client terminal and the agent terminal Based on the connected call information, the control unit makes a call stop with the corresponding customer terminal of the counselor terminal requesting to stop the call.

Since there is no packet mirroring in the past, in order to control call interruption, CTI requests a private exchange to request information on the location and availability of the agent terminal (including call connection information between the customer terminal and the agent terminal) and grant the permission. In the present invention, the CTI (160) is independent of the IP-PBX (120), but the information about the location and availability of the agent terminal transmitted by the packet mirroring unit 211 and the call between the customer terminal and the agent terminal This inefficiency has been eliminated by allowing the counselor terminal requesting to stop the call based on the connected call information to control the call connection with the corresponding client terminal.

9 is a flowchart for explaining the related operation in the PBX link unit 110 at the time of holding and returning.

Referring to FIG. 9, while the CTI 160 manages information on the location and availability of the agent terminal (see FIG. 5), the client may access the client terminal as shown in FIG. 6 or click-to-click as shown in FIG. 7. The call may be connected between the customer terminal and the agent terminal by the dial request (S50), and at this time, the packet mirroring unit 211 may transmit the call information between the customer terminal and the agent terminal to the CTI 160 (S51). . That is, the packet mirroring unit 211 collects the packet by mirroring the packet related to the call connection attempt and the access permission as shown in FIG. 6 or 7, and applies the access permission between the client terminal and the available counselor terminal through the mirrored packet. Accordingly, call information (such as the terminal number of the connected customer terminal and the counselor terminal) may be extracted and notified to the CTI 160 (see S22).

At this time, as the agent terminal requests the call hold, the packet for the call hold request is notified to the CTI 160 by the CTI connection support unit 220 (S52), and the CTI 160 corresponds to the corresponding customer terminal for the packet. Permit call hold with the user (S53). Accordingly, the packet for the call hold permission with the corresponding customer terminal may be delivered to the IP-PBX 120 by the CTI connection support unit 220 to hold the call between the customer terminal and the corresponding agent terminal (S54). As such, in the CTI 160, independently of the IP-PBX 120, information on the location and availability of the agent terminal transmitted by the packet mirroring unit 211 (see FIG. 5) and a call between the client terminal and the agent terminal Based on the connected call information, the caller who has requested a call hold is controlled to hold a call with a corresponding customer terminal. According to the call hold, the counselor terminal may wait for the corresponding client terminal to consult with the other client terminal for a while or to do other work for a while (S55).

In addition, after the call is suspended as described above, as the agent terminal requests the call return, the packet for the call return request is notified to the CTI 160 by the CTI connection support unit 220 (S56), and the CTI 160 corresponds to the corresponding call. The packet is allowed to return to the call with the corresponding customer terminal (S57). Accordingly, the packet for the call return permission with the corresponding customer terminal is delivered to the IP-PBX 120 by the CTI connection support unit 220, and the call return may be made between the customer terminal and the corresponding counselor terminal (S58). As such, in the CTI 160, independently of the IP-PBX 120, information on the location and availability of the agent terminal transmitted by the packet mirroring unit 211 (see FIG. 5) and a call between the client terminal and the agent terminal The call control with the corresponding customer terminal of the counselor terminal requesting to return the call is controlled based on the connected call information.

 Since there is no packet mirroring in the past, in order to control call hold (or return), the CTI uses the private exchange to provide information on the location and availability of the agent terminal (including call connection information between the customer terminal and the agent terminal). In the present invention, the CTI (160) and the customer terminal and the information on the location and availability of the agent terminal transmitted by the packet mirroring unit 211 independent of the IP-PBX (120) This inefficiency has been eliminated by allowing the counselor terminal requesting a call hold (or return) based on the call information between the callee terminals to be held (or returned) with the corresponding customer terminal.

10 is a flowchart for explaining a related operation in the PBX link unit 110 during call switching.

Referring to FIG. 10, while the CTI 160 manages information on the location and available state of the agent terminal (see FIG. 5), the client may access the client terminal as shown in FIG. 6 or click-to-click as shown in FIG. 7. The call may be connected between the customer terminal and the agent terminal by the dial request (S60), and at this time, the packet mirroring unit 211 may transmit the call information between the customer terminal and the agent terminal to the CTI 160 (S61). . That is, the packet mirroring unit 211 collects the packet by mirroring the packet related to the call connection attempt and the access permission as shown in FIG. 6 or 7, and applies the access permission between the client terminal and the available counselor terminal through the mirrored packet. Accordingly, call information (such as the terminal number of the connected customer terminal and the counselor terminal) may be extracted and notified to the CTI 160 (see S22).

At this time, as the agent terminal requests the call transfer, the packet for the call transfer request is notified to the CTI 160 by the CTI connection support unit 220 (S62), and the CTI 160 permits the transfer of the corresponding packet. (Included in the Invite message), and at this time, responds to the packet for the call transfer permission including the called number (included in the Replace message) of the corresponding customer terminal (S63). Accordingly, the packet for the call transfer permission to the corresponding customer terminal is transmitted to the IP-PBX 120 by the CTI connection support unit 220, so that the call is stopped with the previous customer terminal and the call transfer connection to the corresponding customer terminal is performed. This may be done (S64). As such, in the CTI 160, independently of the IP-PBX 120, information on the location and availability of the agent terminal transmitted by the packet mirroring unit 211 (see FIG. 5) and a call between the client terminal and the agent terminal Based on the connected call information, the control unit makes a call stop with the corresponding customer terminal of the counselor terminal requesting to stop the call.

Since there is no packet mirroring in the past, in order to control call switching, CTI requests the private exchange to request information on the location and availability of the agent terminal (including call connection information between the customer terminal and the agent terminal) and grant the permission. In the present invention, the CTI (160) is independent of the IP-PBX (120), but the information about the location and availability of the agent terminal transmitted by the packet mirroring unit 211 and the call between the customer terminal and the agent terminal This inefficiency is eliminated by controlling the call transfer connection to the corresponding customer terminal for the agent terminal requesting the call transfer based on the connected call information.

As described above, the present invention has been described by way of limited embodiments and drawings, but the present invention is not limited to the above embodiments, and those skilled in the art to which the present invention pertains various modifications and variations from such descriptions. This is possible. Therefore, the scope of the present invention should not be limited to the described embodiments, but should be determined by the equivalents of the claims, as well as the claims.

Call Center Device (100)
PBX link section 110
IP-PBX (120)
Recording section (130)
IVR (140)
VMS (150)
CTI (160)
PBX connection support unit (210)
CTI Connection Support Department (220)
Packet mirroring unit 211

Claims (9)

In the call center device for controlling and managing the call between the customer terminal and the agent terminal,
PBX link unit for interworking between IP-PBX and CTI,
The PBX link unit may include a PBX connection support unit configured to transmit a control signal for the customer terminal or the counselor terminal of the IP-PBX to the CTI; And
It includes a CTI connection support unit for transmitting a control signal for the customer terminal or the counselor terminal of the CTI to the IP-PBX,
The PBX connection support unit includes a packet mirroring unit for transmitting information extracted from packets transmitted and received between the IP-PBX and the counselor terminal or between the client terminal and the counselor terminal through the IP-PBX to the CTI,
Call center apparatus, characterized in that the call-related control is performed independently from the IP-PBX through the PBX link in the CTI. The method of claim 1,
The packet mirroring unit transmits, to the CTI, information on an authentication request of the counselor terminal to the IP-PBX and a reply of the authentication result of the IP-PBX to the CTI. Call center device characterized in that for providing to the counselor terminal. The method of claim 2,
The PBX connection support unit notifies the CTI of a connection attempt of the client terminal through the IP-PBX,
The CTI connection support unit delivers the access permission specifying the counselor terminal available in the CTI to the IP-PBX,
The packet mirroring unit transmits call-connected call information to the CTI according to the access permission, and controls to provide pop-up information to an agent terminal connected to the customer terminal based on the call information in the CTI independently of the IP-PBX. Call center device, characterized in that. The method of claim 2,
The CTI connection support unit notifies the CTI of a connection attempt with a customer terminal according to a click-to-dial of an agent terminal, and transfers the access permission authorized by the CTI to the IP-PBX including the called party's called party number. According to the information on the reply of the authentication result of the IP-PBX, the agent terminal available based on the information on the location and availability status of the agent terminal in the CTI independently of the IP-PBX clicks to the customer terminal Call center device characterized in that the control to make a call connection according to two dials. The method of claim 2,
The packet mirroring unit transmits call information connected to a call between a client terminal and an agent terminal to the CTI,
The CTI connection support unit notifies the CTI of a call termination request of an agent terminal, and transmits to the IP-PBX an access suspension permission that allows the CTI to suspend a call with the corresponding customer terminal, and according to the call connection call information. Independently of the IP-PBX, the CTI controls to stop the call with the corresponding customer terminal of the corresponding agent terminal based on the information on the location and availability of the agent terminal and the call information. Center unit. The method of claim 2,
The packet mirroring unit transmits call information connected to a call between a client terminal and an agent terminal to the CTI,
The CTI connection support unit notifies the CTI of a call holding request of an agent terminal to the CTI, and transfers a connection holding permission for allowing the call holding with the corresponding customer terminal to the IP-PBX, according to the call-connected call information. In response to the IP-PBX, the CTI controls the call to be held with the corresponding customer terminal of the corresponding agent terminal based on the information on the location and availability of the agent terminal and the call information. Center unit. The method according to claim 6,
The CTI connection support unit notifies the CTI of the call return request of the agent terminal, and transmits a connection return permission from the CTI to the IP-PBX allowing the call return with the corresponding customer terminal.
And a call return to the corresponding customer terminal of the corresponding counselor terminal for the call held by the CTI independently of the IP-PBX. The method of claim 2,
The packet mirroring unit transmits call information connected to a call between a client terminal and an agent terminal to the CTI,
The CTI connection support unit notifies the CTI of an attempt to switch to another customer terminal according to a call transfer request from an agent terminal, and transfers the transfer permission granted by the CTI to the IP-PBX including the called party's called party number. And, based on the call-connected call information, the agent terminal transfers the call to the other customer terminal based on the information on the location and availability of the agent terminal and the call information independently of the IP-PBX. Call center device characterized in that the control to make a connection. In the call service method of the call center device for controlling and managing the call between the customer terminal and the agent terminal,
Transmitting, by the PBX link unit for interworking between the IP-PBX and the CTI, a control signal for the customer terminal or the counselor terminal of the IP-PBX to the CTI; And
Transmitting, by the PBX link unit, a control signal for the customer terminal or the counselor terminal of the CTI to the IP-PBX;
The PBX link unit transmits information extracted from a packet transmitted and received between the IP-PBX and the counselor terminal, or between the client terminal and the counselor terminal through the IP-PBX to the CTI, thereby transmitting the PBX link in the CTI. Call service method characterized in that the call-related control is performed independently from the IP-PBX.

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