WO2014148802A1 - Appareil permettant de fournir des informations de menu de centre d'appel par interconnexion avec un menu de centre d'appel lors de la réalisation d'un service d'appel et méthode permettant de fournir des informations de menu de centre d'appel utilisant celui-ci - Google Patents

Appareil permettant de fournir des informations de menu de centre d'appel par interconnexion avec un menu de centre d'appel lors de la réalisation d'un service d'appel et méthode permettant de fournir des informations de menu de centre d'appel utilisant celui-ci Download PDF

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Publication number
WO2014148802A1
WO2014148802A1 PCT/KR2014/002286 KR2014002286W WO2014148802A1 WO 2014148802 A1 WO2014148802 A1 WO 2014148802A1 KR 2014002286 W KR2014002286 W KR 2014002286W WO 2014148802 A1 WO2014148802 A1 WO 2014148802A1
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WIPO (PCT)
Prior art keywords
call center
call
menu information
center menu
information
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
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PCT/KR2014/002286
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English (en)
Korean (ko)
Inventor
정성아
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BLUECOMMS Co Ltd
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BLUECOMMS Co Ltd
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Publication date
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Publication of WO2014148802A1 publication Critical patent/WO2014148802A1/fr
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Ceased legal-status Critical Current

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H04M2203/254—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode where the visual mode comprises menus

Definitions

  • the present invention relates to a call center menu information providing device that provides call center menu information in connection with a call center menu when performing a call service, and a method for providing call center menu information using the same.
  • the present invention relates to a call center menu information providing device capable of visually providing a call center menu information corresponding to a call center menu of a provided call center system while performing a call service with a call center system and a method for providing call center menu information using the same. .
  • Korean Unexamined Patent Publication No. 10-2010-0063985 (published June 14, 2010) relates to a method for providing an automatic response service and a system therefor, and in the method for performing an automatic response service (ARS) in a mobile terminal, Requesting visual provision of a specific ARS by accessing a server, visually receiving information (ARS information) for performing the ARS from the specific ARS server, and responding to the visual ARS information; Disclosed is a method of performing ARS, including transmitting to a specific ARS server.
  • this technology is recognized to provide an answering service visually to the terminal, it is fundamentally limited in that it is not performed in parallel with the call service, and the ARS server is required to access a specific ARS server and request time information separately. There is a fundamental limitation in that it is necessary to compose the configuration including visual information.
  • the present invention is to solve the above problems, to provide a method and apparatus for visually configuring the call center menu information of the call center system while receiving a voice guidance from the call center system to display on the display unit of the communication terminal The purpose.
  • Another object of the present invention is to provide a method and apparatus for visually providing call center menu information independently of the call center system without any special modification or modification of the call center system.
  • the present invention is included in a communication terminal performing a call service with a call center system through a communication network, and provides call center menu information in connection with a call center menu when performing a call service with a call center system.
  • a providing apparatus comprising: a call center menu information management unit configured to configure call center menu information corresponding to a corresponding call center system when a call service event for a call center system is detected; And a call center menu screen management unit providing a call center menu screen corresponding to the call center menu information to a display unit.
  • the apparatus may further include a user input signal manager configured to obtain an input signal input from a user while performing a call service with a call center system, wherein the call center menu information manager comprises call center submenu information corresponding to an input signal input from the user.
  • the call center menu screen manager may be configured to provide a call center submenu screen corresponding to the call center submenu information to the display unit while performing a call service.
  • the call center menu information management unit may configure call center menu information based on call center menu information stored corresponding to the call center system when a call service event for the call center system is detected, and call center menu information corresponding to the call center system. If the call center menu information is not stored, the call center menu information may be requested to the call center menu information server, and the call center menu information may be received from the call center menu information server to configure the call center menu information.
  • the call center menu information management unit may be configured to transmit identification information of the communication terminal and identification information of a call center system that performs a call service to a call center menu information server.
  • the call center menu screen manager may transparently overlap the call service interface provided on the display unit to perform a call service and provide the same to the display unit.
  • the call center menu information manager may configure call center submenu information by using call center submenu information stored corresponding to an input signal input from the user, and call center menu information when the call center submenu information is not stored. Call center menu information may be requested from the server and call center submenu information may be received from the call center menu information server to configure call center submenu information.
  • the call center menu information management unit may be configured to transmit input signal information corresponding to an input signal input from a user to a call center menu information server.
  • the apparatus may further include a voice recognition unit recognizing a voice signal transmitted from the call center system to the communication terminal.
  • the call center menu information management unit may configure call center menu information corresponding to a result of the voice signal recognized by the voice recognition unit.
  • the voice recognition unit may generate a result of the recognized voice signal as text data, and the call center menu information manager may configure a call center menu screen including the generated text data.
  • the call service event for the call center system may be a call connection request event for requesting a call connection to the call center system and a call connection response event for requesting a call connection from the call center system.
  • the call center menu screen manager may be configured to provide a display unit with a call center menu screen corresponding to the call center menu information when a call connection is made with the call center system when a call connection request is made to the call center system.
  • the call center menu screen management unit may provide a display unit with a call center menu screen corresponding to the call center menu information when a call connection with the call center system is received when the call connection request is received from the call center system.
  • the call center menu screen manager may execute a browser to access address information set in a call center submenu item according to an input signal input from the user, and the browser may receive and display a web page corresponding to the address information. We can display in wealth.
  • the call center menu screen manager may be configured to drive an application program in response to an input signal input from the user.
  • the call center menu screen manager may provide a chat service interface when receiving a chat service request signal for performing a chat service from the call center system.
  • chat service request signal may be received through a call center menu information server.
  • the call center menu information is linked to a call center menu when the communication terminal performs a call service with the call center system.
  • a method for providing call center menu information comprising: a first step of configuring call center menu information corresponding to a corresponding call center system when a call service event for a call center system is detected; Providing a call center menu screen corresponding to the call center menu information to a display unit; And a third step of obtaining an input signal input from a user while performing a call service with a call center system, configuring call center submenu information corresponding to the input signal input from the user, and corresponding to the call center submenu information.
  • a call center menu information providing method may be provided to a display unit while performing a call service.
  • the present invention it is possible to provide a method and apparatus for visually configuring call center menu information of a call center system while receiving voice guidance from a call center system and displaying it on a display unit of a communication terminal.
  • the present invention can provide a method and apparatus capable of visually providing call center menu information independently of the call center system without special modification or change of the call center system.
  • FIG. 1 is a connection state of a communication terminal, a call center system, and a call center menu information server including a call center menu information providing apparatus 400 (see FIG. 3) that provides call center menu information in association with a call center menu when performing a call service according to the present invention.
  • FIG. 2 is a diagram illustrating an internal configuration of the call center menu information server 200.
  • FIG. 3 is a view showing an embodiment of the configuration of the call center menu information providing apparatus 400 according to the present invention.
  • FIGS. 1 to 3 are flowchart illustrating an embodiment of a call center menu information providing method performed by the call center menu information providing apparatus 400 according to the present invention described with reference to FIGS. 1 to 3.
  • FIG 5 shows an example of an actual screen in which call center menu information is displayed on a display unit of the communication terminal 100 by the call center menu information providing apparatus 400 according to the present invention.
  • FIG 6 shows another example of an actual screen in which call center menu information is displayed on the display unit of the communication terminal 100 by the call center menu information providing apparatus 400 according to the present invention.
  • FIG. 1 is a connection state of a communication terminal, a call center system, and a call center menu information server including a call center menu information providing apparatus 400 (see FIG. 3) that provides call center menu information in association with a call center menu when performing a call service according to the present invention.
  • a call center menu information providing apparatus (hereinafter, referred to as a call center menu information providing apparatus, which provides call center menu information in connection with a call center menu when performing a call service according to the present invention) is referred to as a call service.
  • a call center menu information providing apparatus which provides call center menu information in connection with a call center menu when performing a call service according to the present invention
  • a call service is referred to as a call service.
  • the communication terminal 100 performs a call service with the call center system 200 through a communication network, and is also connected to the call center menu information server 300 through a network.
  • the communication network of FIG. 1 means a conventional network which performs a communication service by any one or a combination of a public telephone network (PSTN), a mobile communication network and an internet network.
  • PSTN public telephone network
  • the communication terminal 100 performs a call service with the call center system 200 in a manner known in the art.
  • the communication terminal 100 and the call center menu information server 300 are connected through a network, where a network is a concept including a known wired / wireless internet, a communication network, or a combination thereof.
  • a network is a concept including a known wired / wireless internet, a communication network, or a combination thereof.
  • the concept is used in contrast with a communication network that performs a call service. That is, in the present invention, the communication terminal 100 and the call center system 200 perform a call service through a communication network, and the communication terminal 100 and the call center menu information server 300 perform data service while performing a call service through a network. Send and receive
  • the communication terminal 100 is a conventionally known means for receiving a call service through a communication network, and means a mobile communication terminal or a wired communication terminal, and the communication terminal 100 according to the present invention is an application program. It is preferable that it is what is called a "smart phone” which can install and implement (application) and is equipped with an internet connection means.
  • the communication terminal 100 may include a display unit (not shown) that performs input and output functions in the form of a touch screen.
  • the communication terminal 100 includes an operation system (OS) for managing the overall operation of the terminal therein.
  • OS operation system
  • the communication terminal 100 is characterized by the following points in the present invention. That is, while performing a call service through the call center system 200 and a communication network, the call terminal menu information provided as a voice from the call center system 200 is performed in parallel with the call center system 200 while performing a call service with the call center system 200. Its main feature is to include a call center menu information providing device for visually providing to the display of the.
  • the call center menu information server 300 is connected to the communication terminal 100 through a network, and when a request for call center menu information for a specific call center system 200 is received from the communication terminal 100, the corresponding call center system. retrieves call center menu information stored in advance for 200 and transmits the same to the communication terminal 100.
  • FIG. 2 is a diagram illustrating an internal configuration of the call center menu information server 300.
  • the call center menu information server 300 includes a call center menu information determiner 310 and a call center menu information database 320.
  • the call center menu information determiner 310 is connected to the communication terminal 100 to receive a call center menu information request signal from the communication terminal 100, retrieves the requested call center menu information from the call center menu information database 320, and retrieves the retrieved call center.
  • the menu information is transmitted to the communication terminal 100.
  • the communication terminal 100 includes identification information such as telephone number of the call center system 200 in which the communication terminal 100 performs a call service and identification information of the communication terminal 100 itself, such as a telephone number, for example.
  • the call center menu information determining unit 310 transmits the request signal together with the call center menu information determining unit 310 based on the identification information of the communication terminal 100 included in the call center menu information request signal and the identification information of the call center system 200. Check the call center menu information.
  • the call center menu information database 320 stores call center menu information for each call center system 200 in advance, and when a call center menu information request signal is received from the communication terminal 100 through the call center menu information determining unit 310, a corresponding call center is provided. The menu information is provided to the call center menu information determiner 310.
  • the call center menu information means that information corresponding to the scenario-centered call center menu provided by the call center system 200 is generated in the form of text data or multimedia data in advance.
  • the existing call center system 200 guides a menu in the form of a voice signal, detects a DTMF signal corresponding to an input signal input by a user through the keypad of the communication terminal 200, and moves to the next menu.
  • the call center menu information is configured in advance in such a hierarchical menu information in the form of text or multimedia data so that it is visually provided through the display unit of the communication terminal 100.
  • FIG. 3 is a view showing an embodiment of the configuration of the call center menu information providing apparatus 400 according to the present invention.
  • the call center menu information providing apparatus 400 of FIG. 3 is included in the communication terminal 100.
  • the call center menu information providing apparatus 400 may be included as a part of an operating system (OS) of the communication terminal 100 or installed in the form of an application. have.
  • the communication terminal 100 may be implemented in hardware.
  • FIG. 3 only the call center menu information providing apparatus 400 is illustrated as a configuration of the communication terminal 100 according to the present invention, and other general configurations of the communication terminal 100 are omitted.
  • the call center menu information providing apparatus 400 includes a call center menu information managing unit 410, a call center menu screen managing unit 420, a user input signal managing unit 430, and a voice recognition unit 440.
  • the call center menu information manager 410 performs a function of configuring call center menu information corresponding to the call center system 200 when a call service event for the call center system 200 is detected.
  • the call service event for the call center system 200 may be a call connection request event for requesting a call connection to the call center system 200 and a call connection response event for requesting a call connection from the call center system 200. .
  • Such a call service event may be detected by an event detector (not shown) included in the communication terminal 100.
  • an event detector included in the communication terminal 100.
  • a call connection request event for the corresponding call center system 200 is generated as a call service event, which is detected by an event detector (not shown).
  • the call center menu information manager 410 configures call center menu information for the corresponding call center system 200.
  • the call connection request signal is transmitted to the call center system 200 through the communication network according to the existing method.
  • the call center menu screen manager 420 performs a function of providing (displaying) a call center menu screen corresponding to the call center menu information configured by the call center menu information manager 410 on the display unit.
  • the call center menu screen manager 420 may be provided on the display unit by transparently overlapping the call service interface provided on the display unit to perform a call service.
  • the call center menu information providing apparatus 400 displays the call center menu information on the display unit while performing a call service, while listening to the voice signal from the call center system 200 to the voice.
  • a keypad is displayed on the display unit of the communication terminal 100 so that a menu guided by the user can be selected.
  • the keypad is provided so as to overlap the call service interface including the keypad in a transparent form so that the user can press the keypad.
  • the call center menu screen management unit 420 corresponds to the call center menu information configured by the call center menu screen management unit 410 when a call connection is made with the call center system 200 when a call connection request is made to the call center system 200. It is preferable to provide a call center menu screen on the display unit.
  • the call center menu screen management unit 420 may display a call center menu screen corresponding to call center menu information when a call connection is made with the call center system 200 even when a call connection request from the call center system 200 is received. It is preferable to provide to.
  • the call center menu screen is pre-configured, it is preferable to display the call center menu screen on the display unit from the point of time when the call is connected to the call center system 200 without displaying it in advance.
  • the user input signal manager 430 performs a function of obtaining an input signal input from a user while performing a call service with the call center system 200.
  • the call center menu screen is provided on the display unit in a transparent form overlaid on the call service interface for performing a call service, and the user inputs a menu for the call center system 200 through a keypad included in the call service interface.
  • a selection signal can be input.
  • the user input signal manager 430 performs a function of acquiring an input signal corresponding to the menu selection signal. For example, when a user listens to the voice guidance from the call center system 200 and presses "1" on the keypad to select a desired menu "1 menu", an input signal corresponding to "1" is input to the user input signal manager 430.
  • the user input signal management unit 430 may obtain that the user selects "menu 1" from the menu.
  • the call center menu information manager 410 configures call center submenu information corresponding to the corresponding input signal, and the call center menu screen manager 420 is provided to the call center submenu information.
  • the corresponding call center submenu screen is provided to the display unit while performing a call service.
  • the call center menu information management unit 410 checks whether the call center submenu information is stored according to the input signal input from the user, and if so, configures the call center submenu information by using the stored call center submenu information. If not stored, the call center submenu information is requested to the call center menu information server 300 to receive the call center submenu information to configure the call center submenu information.
  • the voice recognition unit 440 recognizes a voice signal transmitted from the call center system 200 to the communication terminal 100.
  • the call center system 200 guides the call center menu to the user of the communication terminal 100 in the form of a voice signal, wherein the voice recognition unit 440 receives the voice signal transmitted from the call center system 200.
  • the voice recognition unit 440 receives the voice signal transmitted from the call center system 200.
  • the speech recognition function itself may be used as it is known by the prior art, and the speech recognition function itself is not a direct object of the present invention, and thus detailed description thereof will be omitted.
  • call center menu information corresponding to the previous menu is again displayed. Will be constructed. If the voice signal "right" is transmitted from the call center system 200, since the menu of the next step should be shown, call center menu information corresponding to the next menu is configured and displayed on the display unit.
  • the voice recognition unit 440 may generate a result of the recognized voice signal as text data
  • the call center menu information manager 410 may display a call center menu screen including the text data generated by the voice recognition unit 440. It can be configured to display the corresponding call center menu screen on the display unit and display text data on the result of the recognized speech recognition.
  • the voice recognition unit 440 recognizes the voice signal and generates text data, which is displayed on the call center menu screen. It can be included and displayed through the display unit.
  • the voice recognition unit 440 is not an essential configuration and may be omitted in some cases.
  • 4 is a flowchart illustrating an embodiment of a call center menu information providing method performed by the call center menu information providing apparatus 400 according to the present invention described with reference to FIGS. 1 to 3. 4 is a case in which the communication terminal 100 makes a call to the call center system 200, when the call center menu information is visually provided to the display unit in parallel with receiving a voice guidance while performing a call with the call center system 200. It is shown.
  • a call connection request event occurs in the communication terminal 100, and an event detection unit of the communication terminal 100 is not shown.
  • step S100 it is detected that a call connection request event has occurred.
  • the call connection request signal is generated by the call connection request event and the call connection request signal is transmitted to the call center system 200 through the communication network (S110).
  • the call center menu information management unit 410 of the communication terminal 100 configures call center menu information corresponding to the corresponding call center system 200. It is determined whether call center menu information for the corresponding call center system 200 is stored (S140).
  • the call center menu information request signal including the identification information of the communication terminal 100 and the identification information of the call center system 200 is transmitted to the call center menu information server 300 (S130), and the call center menu information server 300 determines call center menu information for the corresponding call center system 200 (S140), and transmits the determined call center menu information to the communication terminal 100 (S150).
  • the call center menu information manager 410 of the communication terminal 100 configures call center menu information based on the received call center menu information (S160). Meanwhile, even when call center menu information stored for the call center system 200 exists in step S120, call center menu information is configured by the stored call center menu information (S160).
  • the call center system 200 responds to the call connection request signal (S170), a call is formed between the communication terminal 100 and the call center system 200 to make a call and the call center system 200 in advance.
  • the call center menu is provided to the communication terminal 100 through the formed call in the form of a voice signal according to the set scenario (S180).
  • the call center menu screen manager 420 displays the configured call center menu screen through the display (S190).
  • the call center menu screen is preferably provided in a transparent form so as to overlap the call service interface.
  • the call center menu information manager 410 configures call center submenu information corresponding to the input signal (S210), and the call center menu screen manager 420 configures the configured call center submenu screen. It is provided to the display unit (S220).
  • the call center submenu screen may also be configured by the call center menu information server 300 as in steps S120 to S160.
  • the voice recognition unit 440 of the communication terminal 100 recognizes a voice signal transmitted from the call center system 200 to the communication terminal 100 (S230), and configures and displays a call center menu screen according to the recognized result.
  • the recognition result may be displayed in the form of text data through the display unit (S250).
  • FIG 5 shows an example of an actual screen in which call center menu information is displayed on a display unit of the communication terminal 100 by the call center menu information providing apparatus 400 according to the present invention.
  • FIG. 5A illustrates a case in which a call is made in response to a call when the call center system 200 makes a call from the communication terminal 100 to the call center system 200 having a telephone number of "1577-1588".
  • the display unit of the call center menu screen is displayed in the same manner as described above. As shown in (a) of FIG. 5, it can be seen that the call center menu screen is displayed to be transparently overlaid on the call service interface including the keypad.
  • FIG. 5 illustrates a screen after a call is ended, and the call center menu manager 410 may configure a menu screen according to a call end event when the call ends, and a call center menu corresponding to the call end event.
  • the screen is shown on the display unit of the communication terminal 100.
  • various information may be included in the call center menu screen and provided to the user of the communication terminal 100.
  • 6 shows another example of an actual screen in which call center menu information is displayed on the display unit of the communication terminal 100 by the call center menu information providing apparatus 400 according to the present invention.
  • 6 illustrates a case in which the call center menu screen is basically the same as the screen of FIG. 5 but is provided in a form that completely hides the call service interface in an opaque manner.
  • the call center menu screen is preferably provided in a transparent manner to select a menu according to the voice guidance from the call center system 200, but it is also possible to configure in an opaque manner as shown in FIG. It is preferable to provide an input interface including a separate keypad for menu selection according to voice guidance in the call center menu screen.
  • the call center menu screen manager 420 executes a browser so as to access address information set in a call center submenu item corresponding to an input signal input from a user, and the browser corresponds to the address information. It may be operable to receive a web page to be displayed on the display.
  • the address information (for example, www.abc.com/def.html) corresponding to number 0 of call center menu information is set in advance, and when the user is provided with voice guidance, "Calling volume is high. It is difficult. If you press 0, you will be connected to the question board. If you leave a message on the bulletin board, we will contact you. ”If you press 0, the address information of the bulletin board (www.abc.com/ def.html) so that the browser can be accessed, and the browser can access the address information and receive the corresponding web page (question board) to display on the display so that the user can leave a post.
  • the address information for example, www.abc.com/def.html
  • the call center menu screen manager 420 may operate to drive a specific application program according to an input signal input from a user.
  • a voice guidance may be provided, such as "Press 1 to install the application of our bank", and when the user presses 1, the application may be driven to install the application.
  • the voice guidance may provide guidance such as "Press 2 to take notes", and when the user presses 2, the application may be operated to provide a memo function.
  • the call center menu screen management unit 420 when receiving a chat service request signal for performing a chat service from the call center system 200 provides a chat service interface, so that the user can call the call center system ( 200) and a chat service may be performed.
  • the chat service request signal may be received through the call center menu information server 300.
  • an agent of the call center system 200 calls a call center menu information server 300 to provide a call service.
  • the call center menu information server 300 checks the communication terminal 100 corresponding to the corresponding phone number. And by sending a chat service request signal to the communication terminal 100, a chat session is formed between the communication terminal 100 and the computer of the agent of the call center system 200 through the call center menu information server 300 and communicates through this.
  • the counselors of the terminal 100 and the call center system 200 may provide various guides through a chat service.
  • the call center menu information providing apparatus 400 may be included in the operating system or hardware configured as described above. It may also be installed in the form of an application program.
  • the call center menu information providing apparatus 400 When installed in the form of an application program, the call center menu information providing apparatus 400 as described above is configured in the form of an application program, and then installed in the communication terminal 100, the call service event is detected If the call center menu information providing device 400 configured in the form of an application program to set the event detection unit and the operating system of the communication terminal 100 to be operated in parallel with the configuration in the operating system of the communication terminal 100 for performing the call service or By changing. Since this method is well known in the Android-based operating system, for example, a detailed description thereof will be omitted.

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Abstract

La présente invention concerne un appareil permettant de fournir des informations de menu de centre d'appel par interconnexion avec un menu de centre d'appel lors de la réalisation d'un service d'appel et une méthode permettant de fournir des informations de menu de centre d'appel utilisant celui-ci. L'appareil permettant de fournir des informations de menu de centre d'appel, qui est compris dans un terminal de communication réalisant un service d'appel avec un système de centre d'appel par un réseau de communication et fournit des informations de menu de centre d'appel par interconnexion avec un menu de centre d'appel lors de la réalisation du service d'appel avec le système de centre d'appel comprend : une unité de gestion d'informations de menu de centre d'appel permettant de configurer des informations de menu de centre d'appel correspondant à un système de centre d'appel concerné lorsqu'un évènement de service d'appel pour le système de centre d'appel est détecté ; et une unité de gestion d'écran de menu de centre d'appel permettant de fournir une unité d'affichage avec un écran de menu de centre d'appel correspondant aux informations de menu de centre d'appel.
PCT/KR2014/002286 2013-03-19 2014-03-18 Appareil permettant de fournir des informations de menu de centre d'appel par interconnexion avec un menu de centre d'appel lors de la réalisation d'un service d'appel et méthode permettant de fournir des informations de menu de centre d'appel utilisant celui-ci Ceased WO2014148802A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
KR10-2013-0029127 2013-03-19
KR1020130029127A KR101469160B1 (ko) 2013-03-19 2013-03-19 통화 서비스 수행시 콜센터 메뉴에 연동하여 콜센터 메뉴 정보를 제공하는 콜센터 메뉴 정보 제공 장치 및 이를 이용한 콜센터 메뉴 정보 제공 방법

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PCT/KR2014/002286 Ceased WO2014148802A1 (fr) 2013-03-19 2014-03-18 Appareil permettant de fournir des informations de menu de centre d'appel par interconnexion avec un menu de centre d'appel lors de la réalisation d'un service d'appel et méthode permettant de fournir des informations de menu de centre d'appel utilisant celui-ci

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Families Citing this family (5)

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KR101911050B1 (ko) * 2016-12-30 2018-10-23 에스케이텔레콤 주식회사 시각적 자동응답 서비스를 위한 데이터 서버 및 어플리케이션 프로그램
KR102194616B1 (ko) * 2017-04-03 2020-12-23 주식회사 아이큐브온 Ars 제공 모바일 단말 및 모바일 단말에서의 ars 제공 방법
KR102287224B1 (ko) * 2020-10-12 2021-08-06 마이이즈(주) 보이는 ars를 제공하는 서버의 동작 방법 및 그 서버
KR102462606B1 (ko) * 2022-04-27 2022-11-03 무 혁 권 보이는 ars콘텐츠를 웹브라우저 기반으로 자동으로 제공하는 방법 및 장치
KR20250091459A (ko) 2023-12-14 2025-06-23 주식회사 아이알큐더스 주주명부 기반의 발신자정보 제공 방법 및 시스템

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JP2002033843A (ja) * 2000-07-14 2002-01-31 Mitsubishi Electric Corp 情報案内システム及び情報案内方法
KR20050086170A (ko) * 2004-02-25 2005-08-30 에스케이 텔레콤주식회사 무선 통신망을 이용한 음성 자동응답 서비스 시스템과 그방법
KR20100063985A (ko) * 2008-12-04 2010-06-14 삼성전자주식회사 자동응답서비스 제공 방법 및 이를 위한 시스템
KR101074249B1 (ko) * 2008-03-04 2011-10-14 에스케이 텔레콤주식회사 비주얼 기반 자동 응답 서비스 제공 시스템 및 방법

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JP2002033843A (ja) * 2000-07-14 2002-01-31 Mitsubishi Electric Corp 情報案内システム及び情報案内方法
KR20050086170A (ko) * 2004-02-25 2005-08-30 에스케이 텔레콤주식회사 무선 통신망을 이용한 음성 자동응답 서비스 시스템과 그방법
KR101074249B1 (ko) * 2008-03-04 2011-10-14 에스케이 텔레콤주식회사 비주얼 기반 자동 응답 서비스 제공 시스템 및 방법
KR20100063985A (ko) * 2008-12-04 2010-06-14 삼성전자주식회사 자동응답서비스 제공 방법 및 이를 위한 시스템

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