DE10126314A1 - Making call center-related data available using DSL technology - Google Patents

Abstract

To make available data relating to the operation and / or administration of a call center system and, for example, held in a data server (DS), for at least one workstation (C11-C15, C21, C22, CH1) of the call center system , the data are transmitted over a data network (DN); DSL connection via a line (AL) of a telecommunication network (TN) is used to connect the workstation or workplaces to the data network.

Description

The invention relates to a method for making available Data on the operation and / or management of a call center Plant concern, for at least one workplace the call Center facility.

Call centers are well known as answering machines and answering phone calls (or others via one Incoming telecommunications network requests z. B. by tele fax or e-mail), which with a company, authority or other Arrive their organization and z. B. from customers or advice seekers are made; but also for outgoing calls, z. B. for reminder calls, marketing purposes, etc. A typi cal call center is set up to considerable number of incoming requests at the same time handle, including the output of automated Ansa lines, queuing, logging of requests and allocation to suitably qualified persons, in particular so-called call center operators. usually, are call center systems realized with computer support, al However, there is usually a number of operator panels zen provided, the operators ent those calls accept that is not handled in an automated manner can be.

A common way to set up a call center uses the infrastructure of a public telecommunications network for the implementation of the central switching and administrative functions of call center operations. This Call center functions are then z. B. from the operator of the Te telecommunications network - hereinafter referred to as the network provider designated - offered to potential call center operators or made available. An example is the ADMOSS  System of the applicant, which is in an exchange a public telephone network as a call center is established; from this call center then incoming inquiries to the call center system are handled and according to the configured configuration at call center Places forwarded directly or indirectly to the call Center headquarters are connected. As a rule, the sen call center operators for processing the assigned request.

A common problem with call centers of this type is the Ver management of databases in computerized format are held and used in the operation of the call center be such. B. customer data, invoice data etc. The Aus These data are usually exchanged via their own, from the public public telecommunications network independent computer network, for example a local area network (LAN). The However, setting up your own network is considerable effort, especially costs and time the.

It is therefore an object of the present invention, the Einrich a call center system based on a tele communication network incorporating the associated data to simplify exchange, in particular the access of the Call center places to the call center, which is yes tens of the telecommunication network is realized, simply should be kept.

The object is achieved according to the invention in that Availability of call center-related data mentioned at the beginning ten these data are transmitted over a data network and at Linking the workplace or the workplaces to the da tennetz a DSL transmission over a line of a Telekom communication network is used.

The DSL technology ("digital Subscriber Line ") is well known and enables the transfer  high bandwidth data over traditional lines for terminal connections (so-called telephone cables). The one with The bandwidth that can be achieved via DSL is over 6.5 Mbit / s, in Compared to 56 kbit / s with "classic" modem transmission on telephone lines. Via a DSL connection, both the analog signals (i.e. those of the actual telecommunications cation transmission assigned) as well as the data signals are transmitted simultaneously.

This is a frequently used form of DSL technology called ADSL ("Asymmetric Digital Subscriber Line"), in which the vast majority of the entire bandwidth for the Endstation current data stream is reserved, namely up to 6.1 Mbit / s. A variant of the ADSL, which is also under the Be "G.Lite" drawing is known as ITU-T standard kodi fied. Other known DSL variants include HDSL ("High bite-rate Digital Subscriber Line"), SDSL ("Sym metric Digital Subscriber Line ") and that is currently still in Development of VDSL ("Very high data rate digital Subscriber Line ").

The solution according to the invention enables an integrated one Connection of the call center places for both telecommunications cation and data-oriented information exchange ü over the same telecommunications line. In addition, the Use of DSL technology ensures that the two Information flows do not interfere with each other.

Advantageous further developments of the invention result from the dependent claims.

The invention will not be limited in the following on the basis of one kenden embodiment explained in more detail in the attached figure is shown in schematic form. The figure shows an inventive call center, which in the here considered embodiment on several locations CL1, CL2, CLH is divided. At the first location CL1 z. B.  five call center spaces C11, C12,. , ., C15 provided on the second Location CL2 two places C21, C22. In addition, e.g. B. in Home CLH of a call center operator a home office CH1 intended.

Places C11,. , , C15, C21, C22, CLH of the call center are according to the invention using DSL technology in which here considered example ADSL, and the associated hard goods via wired connections to a public Network connected, for example via ISDN S0 connection lines AL to an ISDN network TN. For the ordinary telephoto Communication purposes such as telephone or fax are available all services of the network TN are available in the be here sought the entire ISDN functionality as an example. The ar The architecture of the call center system is based on e.g. B. on one The applicant's ADMOSS system or on a Centrex service, offered by the TN network provider.

The connection via ADSL (or generally DSL) is based on of place C11 described in more detail: The computer-controlled O peratorkonsole has an ISDN connection TA for the conven Lichen telecommunications tasks such. B. Telephone and / or fax, and a computer network connection DA, z. B. via an ethernet interface. Make these connections together the console interface CA, the connection the console to the common resources of the call center serves. The two connections TA, DA are known an ADSL connection device AE (also as a decoupler or Called splitter) connected by the console transmitted telecommunication data of the ISDN connection and the digital data based on known ADSL technology the connecting line AL merges and vice versa the line AL incoming data "decouples" and the tele supply line TA or the computer connection DA. by the corresponding switching center S1 is - corresponding the terminal device AE - a split ter SP provided, the network side as a switch for the means  ADSL transmitted data exchange is used by the Telekommuni cation traffic (e.g. telephone or fax) and computer data includes. During the telecommunications traffic after known Is handled via the network TN, the computer Data from the splitter SP on e.g. B. a designated one Data line I1 implemented. This way, according to itself known ADSL technology of the computer of the console C11 over a data network DN data with the other locations C12,. , ., C22, CH1 of the call center and / or with other computer centers , especially with data servers DS, in which call Center-specific data like a customer database centrally being held.

As can also be seen from the figure, not all of them have to Call center locations to the same switching center on the Net zes TN connected; rather it is possible that the Call center places via several switching centers S1, S2 are bound, each via data lines I1, I2 with the Data network DN are connected.

In the system shown here are all call center places connected to the TN network using ADSL technology; as well it is conceivable that only part of the call center, so - as required - only one place or individual selected Places connected via ADSL and the remaining places in a known manner via a conventional telecommunications on connection - e.g. B. ISDN-S0 - are connected. Furthermore can - as in the example of the call center places C13, C14, C15 shown - also several places over a common Ent coupler GE and a line used for ADSL the telecommunications network TN be connected. The mean in one variant, only the computer Connections concern while z. B. not the phone lines be bundled, but each console via its own telephoto communication line, as in the figure for the place C15 shown as a dashed line. As another variant is on the part of a call center location, as in the figure on  Example of location CL2 shown, a small LAN network LN possible, connected to the call center places C21, C22 are and even a local router LR with an An connected to an ADSL splitter.

In the relevant switching centers S1, S2, the call Center places set up as so-called call center agents, what the data for the mediation and administrative techni processes, such as the assigned ISDN numbers, the call distribution system including the control room queues, announcements, dialog speech system ("Interactive Voice Response System "), fees, traffic measurement data, etc. The remaining data, such as telephone number data, customer data or the like. are obtained from the data servers DS via the data network DN. Administration of the configuration and databases follows via the relevant switching centers or data servers in a known manner.

The data network can be a so-called IP network based on the well-known Internet Protocol IP is based on the type of be knew the Internet, or a LAN or WAN computer network; the for the support and control of the DN data network Such server computers DR can also, for example from the provider of the telecommunications network TN to Be made available. In the figure are the data lines of the data network DN and the associated lines for off Exchange of computer-oriented data as a thick dashed line no clarified.

In the example considered, the ADSL components AE, SP made available by the network provider to the call center provides, as well as the data network DN. In addition to being network ready provided data servers DS and any secure security devices of the data network (e.g. firewall stations) can also call the data center from the call center operator connected to the data network and used by the call center the. In this way, it serves the best due to the TN network  existing infrastructure as the basis for use by the Call center for telecommunications services and the data network zes DN.

Of course you need them at the call center locations used consoles in addition to the ISDN terminal equipment facilities suitable for connection to the data network, z. B. Ethernet cards, including the associated soft would; suitable hardware and software are well-suited known. In addition, it should be useful to protect against Abuse or unauthorized access to the components of the call center and the data network DN suitable security Software and hardware must be set up.

The invention enables the simultaneous access of the call center operators to the ISDN services and to the computer network DN, from which further the following advantages result:

• - the telephony features, especially those on ISDN based, can be used without restrictions;
• - The requirement of a separate LAN network for the Call Cen build up, in favor of the inexpensive Da network access via DSL;
• - geographically distributed, but logically / logistically merged Hearing call center departments can be done easily exchange data with each other;
• - All components of the call center are secured, Updating and extensions of the use software and databases (client software on the Console computers, databases, etc.) by way of Remote maintenance possible, which simplifies maintenance and the related costs reduced;
• - A possibly existing own LAN network can e.g. B. connected to the data network using a router and DSL connection that will; in the same way the connection of LAN Network with each other to create a so-called VPN ("Virtual Private Network ") possible;  
• - slight additional costs for the setup and configuration tion of the DSL components of the invention.

Claims (6)

1. A method for making data available, which relate to the operation and / or administration of a call center system, for at least one workstation (C11-C15, C21, C22, CH1) of the call center system, characterized in that the data are transmitted over a data network (DN) and a DSL transmission over a line (AL) of a telecommunications network (TN) is used to connect the workstation or the workstations to the data network. 2. The method according to claim 1, characterized in that the call center related data held in at least one data server (DS) and offered and / or from it via the data network (DN) be called. 3. The method according to claim 1 or 2, characterized in that the call center Work place or at least one of the work places (C21, C22) to a local network upstream of the DSL transmission (LN) are connected and the DSL transmission from one route setup (LR) of the local network carried out becomes. 4. The method according to any one of claims 1 to 3, characterized in that the data network (DN) computer network based on the Internet protocol. 5. The method according to any one of claims 1 to 3, characterized in that the data network (DN) LAN network is. 6. The method according to any one of claims 1 to 5, characterized in that for DSL Transmission line (AL) used for telecommunications  connections, in particular telephone connections, from and / or to the call center workstation or at least one of the ar workplaces (C11,..., C22, CH1) is used.