KR101098034B1 - Outbound campaign service providing system and method - Google Patents

Abstract

The outbound campaign service providing system determines the type of the terminal of the user who will provide the outbound campaign service, and provides the outbound campaign service as an image when the terminal supports the image. On the other hand, if the user terminal does not support the video provides the outbound campaign service by voice.

Outbound, call center, video, campaign, ARS

Description

Outbound campaign service providing system and method

The present invention relates to a system and method for providing outbound campaign services, and more particularly, to a system and method for providing video information in a telephone outbound call center.

Typically, call centers call customers for telemarketing, overdue collections, surveys, and outs, such as product guidance, product subscription incentives, and arrears payments through an agent or Automatic Response System (ARS) voice. Drive the use of bound campaign services. To this end, the call center will provide a voice campaign service through the ARS service.

The user who is provided with the outbound campaign service can understand the purpose of providing the service only after hearing the contents delivered from the call center from the beginning to the end. This causes a problem of increasing call costs associated with the use of voice campaigns.

In addition, when a company calls out to a customer and executes outbound campaign services such as product sales, overdue collection, and satisfaction surveys, the customer's rejection of incoming calls spreads due to the flooding of telemarketing. Therefore, the message transmitted from the enterprise is recognized as an unnecessary matter. In addition, as the rejection of the user increases the rate of disconnecting the call without listening to the end, there is a problem that the performance compared to the amount of calls made in the call center.

In addition, there are various types of mobile terminals such as wideband code division multiple access (WCDMA), code division multiple access (CDMA), visual Internet telephones, voice Internet telephones, and public subscriber telephone network (PSTN) telephones. On the other hand, since the outbound campaign service is provided only through the voice ARS service, there is a disadvantage in that the service is limited.

Accordingly, the present invention provides an outbound campaign service providing system and method for receiving outbound campaign service, which is limited to voice ARS service only, through image information.

The system for providing an outbound campaign service which is one feature of the present invention for achieving the technical problem of the present invention,

A campaign server for instructing a telephone call to a user's terminal; When the campaign server instructs the call origination, the call server attempts to call the user's call number, determines the terminal type of the user, and provides the outbound campaign service as a video when the user's terminal supports the video. And, if the terminal of the user does not support the video includes an automatic response / caller for providing the outbound campaign service by voice.

Method for providing an outbound campaign service is another system of the present invention to provide an outbound campaign service for achieving the technical problem of the present invention,

Determining a type of a terminal of a user who will provide the outbound campaign service; And providing the outbound campaign service as an image when the terminal supports the image, and providing the outbound campaign service by voice when the terminal of the user does not support the image.

According to the present invention, since the outbound campaign service can be provided by voice or video according to the terminal type by determining the terminal type of the user, the outbound campaign performance can be improved through a highly readable service for the user who avoids the agent connection. Can be.

In addition, since the screen-oriented service can be provided, it is possible to shorten the time required to connect the counselor or listen to the ARS voice, thereby reducing the cost of using the service.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention. The present invention may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention, and like reference numerals designate like parts throughout the specification.

Throughout the specification, when a part is said to "include" a certain component, it means that it can further include other components, without excluding other components unless specifically stated otherwise.

Hereinafter, an outbound campaign service providing system and method according to an exemplary embodiment of the present invention will be described with reference to the accompanying drawings.

1 is a diagram illustrating a system according to an embodiment of the present invention.

As shown in FIG. 1, the outbound campaign service providing system 100 includes an auto answer / caller 110, a campaign server 120, an exchange 130, and a computer and telephony integration (CTI) server. 140, a scenario register 150, and a caller information storage 160. In addition, the outbound campaign service providing system 100 may be connected to various terminals 310-350 through the communication network 200.

For example, the outbound campaign service providing system 100 is connected to the Internet phones 310 and 320 through a voice packet (VoIP: Voice over IP) 210, and the PSTN phone 330 through the PSTN network 220. ) In addition, the mobile terminal 340 may be connected to the mobile terminals 340 and 350 through the WCDMA network 230 or the CDMA network 240 to provide a service to the terminals 310 to 350. The outbound campaign service providing system 100 may be directly connected to the PSTN 220, the WCDMA network 230, and the CDMA network 240 without passing through the VoIP network 210.

The auto-answer / caller 110 receives the telephone number of the call destination user who will provide the outbound campaign service from the campaign server 120 and then transmits the call through the communication network 200. In order to process the outgoing call, the answering machine / caller 110 determines the type of the user's terminal while proceeding with a call setup procedure. By determining the terminal type of the user, the automatic answering / receiving unit 110 may provide a voice or provide only a voice while displaying an image on a screen according to the type of the terminal.

The auto-answer / sending unit 110 selects an agent connection menu when the user selects an agent connection menu in connection with an agent while using the outbound campaign service provided through the auto-answer / sending unit 110. It connects the call between the agent and the user.

The campaign server 120 extracts user information from the caller information storage unit 160 including the mobile phone number, the home phone number, and the work phone number of the user who will provide the outbound campaign service. Based on the extracted user information, the phone number to be dialed first, the order of other phone numbers to be resent if the user does not answer the call, and the number of dialing attempts are specified. In addition, the campaign server 120 refers to the scenario registered in the scenario registerer 150 and instructs the answering machine / caller 110 to send a call for the outbound campaign service to the user.

The exchange 130 connects the telephone of the counselor with the answering machine / sending unit 110. That is, the auto answer / caller 110 sends a call to the user to provide an outbound campaign service, and when the user selects a menu requesting an agent connection while using the outbound campaign service, the call with the agent is made. Connect the furnace.

The computer telephone integration server 140 is connected to the switch 130 and communicates, and confirms whether or not the counselor is currently answering the phone to the campaign server 120. This is to allow the campaign server 120 to determine the number of users to make a call at the same time based on the number of counselors who can call through whether the call is answered.

The scenario registerer 150 edits the information to be delivered to the user and the deployment order of the information when the user receives a call made through the auto answer / caller 110. That is, when the user's terminal can provide a video, the form and development order of the screen for providing a service to the terminal (the mobile terminal 340 for the WCDMA or the video-type Internet telephone 310), and the playback at the same time Determine the deployment order of the ARS voice. Similarly, the scenario registerer 150 also determines the ARS voice and voice deployment order to be delivered to the voice type internet phone 320, the CDMA mobile terminal 350, and the user of the PSTN phone 330 connected to the PSTN.

The caller information storage unit 160 stores user information of a user who receives an outbound campaign service. The user information includes a user name, a mobile phone number, a home phone number, a work phone number, and terminal type information of the user. In the embodiment of the present invention, for example, one user stores three different phone number information for each user, but is not necessarily limited thereto.

A method of providing an outbound campaign service according to a user terminal in such a system environment will be described with reference to FIGS. 2 and 3.

2 is a flowchart illustrating an image execution procedure according to an embodiment of the present invention, and FIG. 3 is a flowchart of a video / audio transmission according to an embodiment of the present invention.

As shown in FIG. 2, the scenario registration unit 150 receives a campaign progress scenario from a campaign service provider and registers it (S100). Here, the campaign progress scenario refers to information to provide a service through the terminal when the user receives a call after the telephone is sent to the terminal of the user from the answering machine / sending unit 110.

The campaign progress scenario includes a video campaign progress scenario providing a video and a voice campaign progress scenario providing only a voice. The video campaign progress scenario includes screen images for displaying campaign images, campaign audio contents, service order of screen images and campaign audio contents, menu images to be provided to the terminal for the user to select a service, and voices explaining menu images. Include. The voice campaign progress scenario includes a campaign voice content, a service order of voice content, a voice for explaining a menu to be provided to a terminal so that a user can select a service, and the like.

The campaign server 120 receives the user information from the sender information storage unit 160 and processes the send destination list (S110). Calling target list processing means sorting the calling target list by the user name, the preferred calling number, which is the first calling number, the second calling number, and the third calling number. In an embodiment of the present invention, first, the mobile number of the user is designated as the calling number. The second call number and the third call number are designated as a re-dial number, but a home telephone number and a work telephone number, respectively, are not necessarily limited thereto.

When the processing of the send destination list is completed through step S110, the campaign server 120 sets a send method for sending a service to the user (S120). First, if the user does not answer the call according to the type of telephone number to be sent, the number of retry attempts and the interval between attempts are specified. Then set the scenario execution order. In the exemplary embodiment of the present invention, the number of retry attempts and the interval between attempts are set based on the type of phone number, but the present invention is not necessarily limited thereto.

The answering machine / sending unit 110 determines the type of the terminal from which the call was made (S130). The type of terminal is any one of the PSTN telephone 330, the internet telephones 310 and 320, and the mobile terminals 340 and 350, but is not necessarily limited thereto. In this case, a method of determining the type of the terminal by the automatic answering / receiving unit 110 will be described first with reference to FIG. 3.

As shown in FIG. 3, the auto answering / receiving unit 110 receives a call destination user record among user information stored in the caller information storage unit 160 (S300), and then, first, a type of call destination phone number. The video campaign and the voice campaign execution method are distinguished based on the operation S310. The answering machine / sending unit 110 defines an outgoing telephone number beginning with 011, 016, 017, 018, and 019 as a CDMA mobile terminal 350 capable of receiving only voice to distinguish between CDMA and WCDMA, and 010 The outgoing telephone number beginning with is defined as the mobile terminal 340 for WCDMA. The answering machine / calling unit 110 is the area code identification number of the PSTN 02, 031, 032, 033, 041, 042, 043, 051, 052, 053, 054, 055, 061, 062, 063, 064 and some Internet. An outgoing telephone number starting with the telephone identification number 070 is defined as a general telephone, and the general telephone includes the Internet telephones 310 and 320 and the PSTN telephone 330.

First, when the auto answering / receiving unit 110 classifies the type as the CDMA mobile terminal 350 through identification of the call destination phone number according to step S310, a call setup procedure for performing a call is performed. It executes (S320). The call setup determines whether the connection (Established) information is received by the auto answer / caller 110 through the CDMA network 240 while simultaneously sending a call to the terminal from the auto-answer / caller 110 (S321). ).

If it is determined that the access information transmitted from the CDMA network 240 has been received, the user is in a call-in state, and therefore, the auto-answer / sending unit 110 provides a campaign service according to a campaign progress scenario providing only voice (S322). However, if the access information is not received, the user has not answered the call. Therefore, the auto-answer / sending unit 110 records whether or not the call is received in the caller information storage unit 160 for processing the redial set by the campaign server 120, and waits until the next call time (S323).

In step S310, it is assumed that the auto-answer / caller 110 determines the outgoing call starting with 010 as a result of checking the call destination phone number. Since 010 is an identification number commonly used by a WCDMA mobile terminal and a general CDMA mobile terminal, the answering machine / sending unit 110 uses a video processing call processing protocol (eg, to provide a video and audio campaign scenario). H.324M API) to proceed to call setup (S330).

Next, the auto-answer / sending unit 110 transmits an invite command to the terminal through the image support control signal protocol (eg, H.245) (S331). When the automatic response / sending unit 110 transmits the invitation command and the user calls, the automatic response / sending unit 110 proceeds with a negotiation process with the terminal (S332). To this end, the auto-answer / sending unit 110 may proceed with master / slave determination / terminal capability setting (hereinafter referred to as “MDS / TCS” for convenience of description).

The auto responder / sender 110 receives an acknowledgment (ACK) for the MDS / TCS negotiation from the terminal, that is, determines whether a session is connected (S333), and if so, the auto responder / sender 110. ) Forms a master / slave session for transmitting and receiving signals between the auto-answer / sending unit 110 and the terminal. Here, the master refers to the auto-answer / sending unit 110 and the slave refers to the terminal. On the other hand, if the terminal does not receive the MDS / TCS ACK, because the user has not received the call, it records whether the incoming call to the caller information storage unit 160 to re-send later, and waits until the next call (S340).

When the session is formed in step S333, the auto-answer / caller 110 exchanges the H.245 control (Control) with the terminal to determine whether video and audio transmission and reception. Starting with the H.245 control, the auto-answer / sending unit 110 requests the terminal to form an audio channel of an open / closed logical channel (hereinafter, referred to as “OLC”).

After requesting the audio channel formation, it is determined whether the OLC audio ACK is transmitted from the terminal, that is, whether an audio channel is formed (S334). If the OLC audio ACK is not transmitted from the terminal, since the user does not answer the call, the procedure of step S340 is performed.

When the audio channel is formed in step S340, the auto answering / receiving unit 110 determines whether the video channel is formed by requesting the OLC video channel formation from the terminal (S335). If the UE responds with an OLC video ACK, the UE is a WCDMA terminal capable of receiving an image, and thus prepares to service an image scenario according to a start media sequence (S336). In addition, the caller information storage unit 160 records the history of the user using the video support terminal, and then re-sends the transmission of the video campaign service in the future (S337).

However, in step S335, if the auto-answer / caller 110 does not receive the OLC video ACK, it is a CDMA terminal capable of voice call only, and thus prepares to service the voice campaign scenario registered by the scenario registerer 150 (S338). In operation S339, the storage unit 160 records a user's use of the image-free terminal.

In step S310, the answering machine 110 checks the call destination number and the identification number is 02, 031, 032, 033, 041, 042, 043, 051, 052, 053, 054, 055, 061, 062, Suppose you have identified an outgoing call that begins with 063, 064, 070. In this case, a PSTN telephone 330, a voice Internet telephone 320, and a video Internet telephone 310 are included. Therefore, after the call, the voice campaign service is provided to the PSTN phone 330 and the voice-type Internet phone 320, and the video-type Internet phone 310 is processed to provide the video campaign service.

While the call is being set to the corresponding identification number (S350), the auto-answer / sending unit 110 transmits an invitation message of a Session Initiation Protocol (SIP) to the terminal, so that the terminal is a PSTN telephone. In step S351, it is determined whether the phone 330 or the Internet phone (310, 320). If the terminal receives a message of the Session Description Protocol (SDP) defining a multimedia session parameter (for example, messages of 180 media types), the terminal receives the Internet telephones 310 and 320. Means.

However, if the terminal does not receive the session description protocol from the terminal because the terminal is the PSTN phone 330, the automatic answering / sending unit 110 switches the invitation message transmission method to the normal PSTN transmission method (S354). Since the PSTN phone 330 cannot provide a video campaign service, the auto answering / sending unit 110 prepares to provide a voice campaign service (S355), and the PSTN phone 330 in the caller information storage unit 160. A history of using a user is recorded (S356).

When the terminal responds to the invitation message of the auto-answer / sending unit 110 with an access message, the terminal is an Internet phone 310 or 320, so the terminal is a voice Internet phone 320 or a video Internet phone 310. Perform a procedure to determine whether or not. That is, it is determined whether or not the video service is supported (S352).

When responding with a message indicating that the terminal is connected, the automatic response / sending unit 110 requests the session description protocol 200 message to the terminal, and when the terminal transmits the session description protocol 200 ACK, it determines the media type included in the message. If the media type includes media type (eg, H. 263) information supporting a video call, it means that the terminal is a video Internet phone 310. Therefore, the video campaign service is prepared for service to the terminal (S353), and the caller information storage unit 160 records the history of the user using the video-type Internet telephone (S354).

On the other hand, if the media type does not include a media type that supports video telephony and includes only an audio codec (AMR), it means that the calling terminal is the voice type internet telephone 320. Therefore, the mobile terminal prepares to provide the voice campaign service to the terminal (S356), and records the history of using the voice-type internet phone 320 in the caller information storage unit 160 (S357).

As described above, when the type of the terminal is determined in step S130 as shown in FIG. 2, the user provides an outbound campaign service consisting of video or audio provided by the auto-answer / caller 110 (S140). . It is determined whether the user who used the outbound campaign service requests a connection with an agent (S150).

If the user wants to be connected to the counselor, the exchange 130 connects a call between the user's terminal and the counselor's terminal to enable a call between the user and the agent (S160). In the user waiting time generated while the exchange 130 connects the call between the terminals, an advertisement registered in the scenario register 150 is transmitted as a voice message or a video message (S170). If the call connection with the counselor is successful, the call transfer to the counselor is performed (S180).

However, if the agent connection request is not received by the user in step S150, scenarios such as when the product subscription or overdue payment through the outbound campaign service consisting of video or audio provided by the auto-responder / caller 110 Provides a screen registered with (S190). If the user selects any one of the scenarios provided on the screen, a host processing procedure for processing this is performed (S200). And if it is necessary to link with a separate system for managing transactions for user subscription or payment (referred to as host system for convenience of explanation), the advertisement registered as a scenario at the time the user waits until receiving data from the host system The message is provided in video and audio or an answering machine voice (S210).

When the host system receives the processing result, transmission of the advertisement message is stopped and the service screen or voice used by the user is provided (S220). When the user hangs up to stop using the outbound campaign service, the user stops providing the service and makes another call. In this case, the procedure after the step S1560 is limited to the terminal capable of providing the video service, and in the case of the terminal providing only the voice service, the procedure of steps S150 to S220 is not executed.

The embodiments of the present invention described above are not only implemented by the apparatus and method but may be implemented through a program for realizing the function corresponding to the configuration of the embodiment of the present invention or a recording medium on which the program is recorded, The embodiments can be easily implemented by those skilled in the art from the description of the embodiments described above.

Although the embodiments of the present invention have been described in detail above, the scope of the present invention is not limited thereto, and various modifications and improvements of those skilled in the art using the basic concepts of the present invention defined in the following claims are also provided. It belongs to the scope of rights.

1 is a diagram illustrating a system according to an embodiment of the present invention.

2 is a flowchart illustrating an image execution procedure according to an embodiment of the present invention.

3 is a video / audio transmission flowchart according to an embodiment of the present invention.

Claims (12)

A campaign server for instructing a telephone call to a user's terminal; When the campaign server instructs the call to be sent, the call is attempted to call the user's call number, the identification number of the user's terminal is determined, and when the user's terminal supports the video, the outbound campaign service is displayed as the video. An automatic response / sending unit that provides the outbound campaign service by voice when the terminal of the user does not support the image; A computer telephone integration server which checks whether or not a counselor answers the user's phone call and delivers it to the campaign server so that the campaign server can determine the number of users to make a call; Scenario register for determining the deployment order of the outbound campaign service to provide to the user An exchange for executing a telephone connection between the user and the counselor in response to a connection request with the counselor generated by the user; And Caller information storage unit for storing the information of the user Outbound campaign service providing system comprising a. delete The method of claim 1, The information of the user first outbound campaign service providing system including a telephone number including the calling number and the redial number and the terminal type information of the user. In the outbound campaign service providing system to provide an outbound campaign service, Checking an identification number of an outgoing telephone number of a terminal of a user who will provide the outbound campaign service; And Providing the outbound campaign service as a video when the terminal supports video, and providing the outbound campaign service by voice when the terminal of the user does not support video. Including, After checking the identification number of the outgoing telephone number of the terminal, If the identification number of the terminal is an identification number used for a general public telephone terminal and a terminal for a voice packet, executing a call setup procedure to the terminal; Determining whether the terminal is a general public telephone terminal after call setup; And If the terminal is a terminal for a general public telephone, the outbound campaign service providing method comprising the step of determining the terminal as a terminal that does not support video. 5. The method of claim 4, After checking the identification number of the outgoing telephone number of the terminal, If the identification number of the terminal is an identification number used for a terminal that does not support video, determining the terminal as a terminal that does not support video. Outbound campaign service providing method comprising a. The method of claim 5, If the identification number is any one of 011, 016, 017, 018 and 019, the outbound campaign service providing method for determining the terminal as a terminal that does not support the image. The method of claim 5, The providing step, Executing a call setup procedure with an outgoing telephone number of the terminal; When the access information is received from the terminal, providing the outbound campaign service by voice Outbound campaign service providing method comprising a. 5. The method of claim 4, After checking the identification number of the outgoing telephone number of the terminal, Attempting a session connection to the terminal if the identification number of the terminal is an identification number used for a mobile terminal that does not support video and a mobile terminal that supports video; Determining whether a video channel is formed after a session connection with the terminal; Determining the terminal as a mobile terminal that supports an image when the video channel is formed, and determining the terminal as a mobile terminal that does not support the image when the video channel is not formed. Outbound campaign service providing method comprising a. The method of claim 8, And if the identification number is 010, determine the identification number as an identification number used for a mobile terminal that does not support video and a mobile terminal that supports video. delete 5. The method of claim 4, After checking the identification number of the outgoing telephone number of the terminal, If the identification number of the terminal is an identification number used for a general public telephone terminal and a terminal for a voice packet, executing a call setup procedure to the terminal; Determining whether the terminal is a voice packet terminal after call setup; And If the terminal is a voice packet terminal, determining whether the terminal supports a video call Outbound campaign service providing method comprising a. The method of claim 11, If the identification number is any one of 02, 031, 032, 033, 041, 042, 043, 051, 052, 053, 054, 055, 061, 062, 063, 064 and 070, the identification number is the public pay phone. An outbound campaign service providing method determined by an identification number used for a user terminal and a terminal for a voice packet.

Images