KR20010077048A - Total solution system of information for voice/data - Google Patents

Abstract

PURPOSE: A unified system for processing audio/data information communication is provided which unifies a telephone network, data network, Internet and call center network into a unified audio/data information communication network to perform simple and effective audio/data information communication. CONSTITUTION: A unified system for processing audio/data information communication includes an IP-based backbone(16) and a sound web site server(25). The IP-based backbone is connected to a telephone network/data network/Internet/call center network to perform connection for reception and exchange the networks require. The backbone has a virtual ACD. The server performs sound information communication through the telephone network, data network, Internet(24) and call center network(22).

Description

Integrated voice / data processing system {Total solution system of information for voice / data}

The present invention relates to an integrated voice / data communication system, and in particular, a telephone network / data network / internet network / call center network is configured as an integrated voice / data communication network, and the simplicity of the system and more efficient voice / data communication. It is to be able to perform.

Conventionally, the field of information and communication performs voice information communication or data information communication by subscribing to a network provided by each communication service provider, and most of these types operate in independent channels.

For example, in the case of a telephone network subscriber, the client-side telephone 31 and the fax 32 are connected to the public network 34 through the private exchange 33 as shown in FIG. It is made in the form of being connected to the telephone 36 and the fax 37 of the user of the vender side through the private exchange 35.

In this case, clients and vendors who are telephone network users can join the telephone company and perform voice / text communication and fax / text communication.

In addition, in the client and vendor side user using the data network as shown in FIG. 2, the client side PC (PC) 41 is connected to the leased line network or the frame relay network 43 via the first router 42. In the wire or frame relay network 43, the second router 44 and the vendor side fish 45 are connected to provide various types of data required by the client side fish 41 to the vendor side fish 45. have.

In the above, the first and second routers 42 and 44 have a function of managing data at the network layer and simultaneously transmitting data by recognizing a plurality of protocols.

On the other hand, in the Internet network as shown in FIG. 3, the Internet client side fish 51 is connected to the router 52 and has a network configuration connected to the router 52.

The Internet client is connected to the Internet network 53 through the fish 51, and then visits a website of his choice and performs a variety of data searching and the like.

In the call center network as shown in FIG. 4, the client-side telephone 61 is connected to the public network 62, and the public network 62 is connected to the switch circuit 64 via an ACD (Automatic Call Distribution: 63). Is connected, and the switch circuit 64 has a form in which the terminal side 65 and the telephone 66 are connected.

In such a system, when a client calls a call center through the client-side telephone 61, call signals and voice signals are provided to the AC 63 through the public network 62, and the AC 63 provides a corresponding line. In connection with the switch circuit 64, the vendor side terminal 65 and the telephone 66 respond to the client's order.

As an example of airlines and airlines for these systems, networks for airline ticketing, internal business networks, telephone networks, networks for partners, and freight networks are used as independent networks.

In this case, the network configuration is complicated and inefficient.

An object of the present invention is to use an inefficient network as one integrated network, for example, in the case of an airline, it is possible to reduce the network construction and maintenance costs of airlines and internal partners, and to add new services for airline passengers. It is to provide an integrated voice / data communication system that allows the introduction of international phone service in connection with operating a call center for customer service and mileage service for passengers.

Another object of the present invention is to enable international call service in connection with mileage for SKYPASS users.

It is another object of the present invention to provide a portal service related to aviation, hotels, rental cars and tourism as an integrated voice / data communication system.

Another object of the present invention is to provide a one-stop service by the integrated management of air freight, courier.

1 is an exemplary view showing a conventional voice telephone network information communication system

Figure 2 is an example showing a conventional data network information communication system

Figure 3 is an example showing a conventional Internet network information communication system

Figure 4 is an example showing a conventional call center network information communication system

5 is an exemplary embodiment showing an integrated voice / data communication system of the present invention.

6 is a view showing a call center connection state of a general telephone user according to the present invention

Example

7 is a voice enable website (Voice) of an internet network user according to the present invention.

Embodiment showing the call center connection state through the enaled websites)

* Explanation of Signs of Major Parts of Drawings *

11. Telephone Network Users 12. Public Switched Telephone Network

13. First Gateway 14. Data Network User

15. Router 1 16. IP-based backbone

17. Second Router 18. Data Network Center

19. Second Gateway 20. Telephone Network Center

21. Virtual ACID 22. Call Center

23. Internet users 24. Internet network

25. Voice Internet Website Server

The present invention is connected to a telephone network / data network / Internet network / call center network to implement the purpose of the above example to perform the incoming connection and exchange access required in these networks, and the IP-based backbone is installed with a virtual CD; Integration of voice / data communication including telephone network / data network / internet network / call center network which is connected to IP-based backbone to transmit / receive voice information and voice website server for voice information communication through internet network It is characteristic of the processing system.

Hereinafter, the present invention will be described in more detail with reference to the accompanying drawings, and more detailed features of the present invention will be understood.

5 shows a system configuration of an integrated voice / data communication system of the present invention.

In this case, the IP-based backbone (16), which is connected to the telephone network / data network / internet network / call center network and performs the incoming and outgoing connection required by these networks, the telephone network / data network / internet network / call center network It is connected to the IP-based backbone part 16 and the IP-based backbone part 16 which is connected to the IP-based backbone part 16 to perform the reception connection and the exchange connection required in these networks, and to install the virtual ACID 21. Telephone network / data network / internet network / call center networks, and voice website servers 25 for voice information communication via the Internet network.

Telephone network users 11 connected to the IP-based backbone 16 are telephones connected to the first router 15 via the first gateway 13, and the data network users 14 are connected to the first route by another path. The router 15 is connected.

The first router 15 is connected to an IP-based backbone unit 16 that performs an exchange function by configuring a telephone network / data network / internet network / call center network, and the IP-based backbone unit 16 is a telephone network / data network. It analyzes various protocols coming into the Internet network and call center network and connects the telephone / terminal of the vendor side to enable voice / data communication.

The IP-based backbone unit 16 is connected to an internet network 24 to which Internet users 23 are connected, and a voice internet website server 25 for operating a voice internet website for voice / data processing on the Internet. Is provided.

The IP-based backbone unit 16 is connected to the telephone network center 20 and the data network center 18 via the second router 17 and the second gateway 19 on the side of the vendor, and on the other hand, the virtual network The call center 22 is connected with the CD 21.

In addition, the IP-based backbone unit 16 is a CPE-based software (telephony), a telecony server, Internetworking networking units (Internetworking networking units) to mediate the traffic between the IP and public networks, supply / billing / service operation It includes end-user-oriented applications such as management sever and e-commerce.

According to the present invention of the above configuration, the telephone-to-phone service makes a call when the telephone network users 11 call the telephone network center 20 side of the vendor as shown in FIG. 5 and the call signal and the voice signal pass through the public switched network 12. The first gateway 13 is transferred to the first gateway 13 to provide a first router 15 through mediation conversion between different heterogeneous protocols.

The first router 15 converts the call signal and voice information provided from the first gateway 13 into digital data and transmits the digital signal to the IP-based backbone unit 16. The IP-based backbone unit 16 interprets the call signal and voice information to the telephone network. The corresponding line is connected and transmitted to the second router 17, and the second router 17 transmits the corresponding call signal and voice signal to the public switching network 21 via the second gateway 19, and the telephone network center of the bender side. Call signal and voice signal is transmitted to 20 to enable a call.

In addition, the virtual call center connection of the general telephone user is connected to the first gateway 13 through the public network 12 as shown in FIG. 21, which is functionally the same as the traditional ACID, except that it is only operated by software.

The virtual ID 21 distributes the call via the IP network to a suitable agent.

In addition, the data network users 14 connect the communication through their PCs and transmit data to the IP-based backbone 16 via the first router 15. 17) to connect the data network center 18 to enable data communication between each other.

In this way, by adding voice information to the IP (IP) network that used only data, it is possible to expand low-cost voice services to a virtual local network.

Such a telephone-to-PC service can be extended to a very large area by connecting with the ISP (ISP) can benefit the current data users and voice users.

On the other hand, the web base intelligent service is the Internet user 23 enters the voice internet website operated by the voice internet website server 25, and the client selects the type of service to be provided to the vendor, and then voices his / her voice. When placed on the site, the data network center 18 can provide various services according to client orders through the voice internet website server 25.

For example, clients can perform a calling name or incoming call by forwarding the gateway log to the web's directory service.

In addition, the call center 22 connected to the IP-based backbone unit 16 is connected to the IP-based backbone unit 16 as shown in FIG. In addition to sending and receiving data, communication is based on IP, eliminating the regional restrictions associated with these communications.

The client can communicate with the call center 22 via landline and traditional infrastructure and the call is routed to the virtual AC21 through the gateway.

The virtual ACD 21 is functionally the same as the traditional ACD, but operated only by software, and the AC21 distributes calls via IPM to appropriate agents.

The additional service through IP of the present invention brings cost savings to users over long distances, especially international calls and fax transmissions.

This cost savings is a short-term advantage, but in the long run, higher levels of satisfaction and higher productivity (e.g., data sharing, multimedia) for communications (e.g. video conferencing, high quality customer services) due to voice / data integration. Can have

In addition, the cost savings from the automatic management of subscriber accounts on the Web, the operation of geographically independent networks, and the integration of voice and data are enormous.

The present invention can configure the telephone network / data network / Internet network / call center network to the integrated voice / data communication network to perform the simplicity of the system and more efficient voice / data communication.

The present invention is a particularly inefficient network as one integrated network, for example, in the case of airlines, the network construction and maintenance costs of airlines and internal partners can be reduced, and new services for airline passengers can be added, and better customers In addition to operating a call center for service and mileage service for passengers, international call service can also be introduced.

In addition, the present invention enables the international call service in conjunction with the mileage for the SKYPASS users, and on the other hand, it is possible to provide an air, hotel, rental car and tourism-related portal service as an integrated voice / data communication system.

In addition, the present invention can provide a one-stop service by integrated management of air cargo and parcel delivery.

Claims (5)

An IP-based backbone unit 16 connected to a telephone network, a data network, an Internet network, a call center network, and performing a reception connection and a switching connection required in these networks, and having a virtual AC21 installed thereon, and an IP-based backbone unit 16 A voice website server 25 for voice information communication via a telephone network / data network / internet network 24 / call center 22 network and internet network 24 connected to the network to transmit and receive voice information through a telephone network. Integrated voice / data communication system for processing The IP-based backbone unit 16 is an internetworking networking unit that arbitrates traffic between CPE-based software and a telephony server, an IP network and a public network, Integrated voice / data communication system, which includes end-user-oriented applications such as management server and electronic commerce for service operation The integrated voice / data communication system according to claim 1, wherein the system is provided with an international telephone service function in connection with mileage for SKYPASS users. The integrated voice / data communication system of claim 1, wherein the system is equipped with a flight, hotel, rental car, and a portal service related to tourism. The system of claim 1, wherein the system is provided with a one-stop service function by integrated management of air cargo and parcel delivery.