KR20140053655A - Mobile phone recoding system and recoding method using the same - Google Patents

Abstract

The present invention relates to a mobile phone recording system and a recording method, and a mobile phone recording system according to the present invention comprises: an agent mobile phone terminal having a mobile in-line number matching a DID (Direct Inward Dialing) number; A DID (Direct Inward Dialing) number matching with the mobile telephone number 1: 1 and a representative calling number for telephone connection with the customer are assigned to the trunk line, and the trunk line is transmitted from the customer telephone through the Public Switched Telephone Network (PSTN) When a call is received in the DID number, a telephone connection is made to call the agent mobile telephone terminal having the mobile telephone number corresponding to the DID number, and the representative call number and the customer telephone number are transmitted through the agent mobile telephone terminal (PBX) for performing a telephone connection with a customer telephone corresponding to the customer telephone number in response to the representative call number when the call connection is attempted; And a recording server connected to the exchange for recording contents of the conversation between the agent mobile telephone terminal and the customer telephone. According to the present invention, it is possible to conveniently record conversation contents without a recording dedicated terminal at the time of a call with a customer using the mobile telephone terminal, thereby facilitating resolution of a dispute.

Description

[0001] The present invention relates to a mobile phone recoding system and a recoding method using the same,

The present invention relates to a mobile phone recording system and a recording method, and more particularly, to a mobile phone recording system and a recording method that enable convenient recording without using a dedicated terminal even in a mobile phone.

Currently, financial institutions and telecommunication companies provide services such as phone banking and telemarketing, in which purchases and financial transactions are made through phone calls between agents and customers. In this case, a device or a system for recording a conversation between a customer and an agent is provided for the purpose of preventing future disputes in advance.

BACKGROUND ART [0002] Conventional voice recording apparatuses used in financial institutions at present can mainly record only contents of a genuine telephone conversation between an employee and a customer. Such a conventional voice recording apparatus is disclosed in Korean Patent Publication No. 2004-0061911 (July 2004).

Conventional recording apparatuses can record conversations between landline telephones. However, when a consultant uses a mobile phone in the case of a visit sales or a door-to-door sale, .

Accordingly, it is an object of the present invention to provide a mobile phone recording system and a recording method that can overcome the above-described problems of the related art.

Another object of the present invention is to provide a mobile phone recording system and recording method capable of recording even when an agent or a customer makes a call using a mobile phone without a separate recording dedicated terminal.

According to an embodiment of the present invention, a mobile phone recording system according to the present invention includes an agent mobile phone terminal having a DID (Direct Inward Dialing) number and a mobile phone number matching 1: 1, ; The DID (Direct Inward Dialing) number matching with the mobile telephone number is assigned to the CO line, and the representative mobile telephone terminal is assigned a representative call number used for telephone connection with the customer, (DID) number through the Public Switched Telephone Network (PSTN), the telephone call connection is performed to call the agent mobile telephone terminal having the mobile telephone number corresponding to the DID number, (PBX) for performing telephone connection with a customer telephone corresponding to the customer telephone number in response to the representative call number when a representative call number and a customer telephone number are transmitted through the telephone exchange and a telephone connection is attempted; And a recording server connected to the exchange for recording contents of the conversation between the agent mobile telephone terminal and the customer telephone.

When the agent mobile telephone terminal is connected to the exchange through the representative call number, the exchange can make a telephone connection with the customer telephone using the DID number as a calling number.

Wherein the agent mobile phone terminal connects the exchange to the agent mobile phone terminal using the previously stored representative call number when the telephone call connection through the customer telephone number is attempted, And a dedicated application program which operates to be connected to the telephone.

The customer telephone may be a fixed telephone or a mobile telephone terminal, and the agent mobile telephone terminal may be a mobile phone including a smart phone, a PDA phone, a tablet phone, and a telephone connection capable terminal.

According to another embodiment of the present invention, there is provided a method for recording a mobile phone according to the present invention, the method comprising: receiving a DID (Direct Inward Dialing) number matching with a mobile phone number of an agent mobile phone, A first step of assigning to a trunk line a representative call number used for telephone connection with a customer at the agent mobile phone terminal; When a call is received from the customer's telephone set to the DID number, the call is made to the agent mobile telephone terminal having the mobile telephone number corresponding to the DID number at the exchange (PBX) to record the call content to the recording server, When the representative call number and the customer telephone number are transmitted through the mobile phone terminal and a telephone connection is attempted, the agent mobile telephone terminal and the exchange are connected through the representative call number. In the exchange, the customer And a second step of performing telephone connection with the telephone and recording the conversation contents to the recording server.

In the second step, when the agent mobile phone terminal is connected to the exchange through the representative call number, the exchange can make a telephone connection with the customer telephone using the DID number as a call number.

Wherein the agent mobile phone terminal connects the exchange to the agent mobile phone terminal using the previously stored representative call number when the telephone call connection through the customer telephone number is attempted, And a dedicated application program which operates to be connected to the telephone.

The dedicated application may store the contents of the conversation between the agent mobile telephone terminal and the customer telephone in an internal memory or may transmit the conversation contents to the recording server using a communication network upon termination of the conversation.

According to the present invention, there is an advantage that an agent can conveniently record without using a dedicated terminal when talking with a customer using a mobile phone, and it is easy to resolve a dispute with a customer.

1 is a block diagram of a mobile telephone recording system 100 according to an embodiment of the present invention,
FIG. 2 and FIG. 3 are block diagrams for explaining the operation when a telephone connection is made using the mobile telephone recording system of FIG. 1,
FIG. 4 and FIG. 5 are operation flowcharts for explaining the operation when a telephone connection is made using the mobile telephone recording system of FIG.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings without intending to intend to provide a thorough understanding of the present invention to a person having ordinary skill in the art to which the present invention belongs.

1 is a block diagram of a mobile telephone recording system 100 according to an embodiment of the present invention.

1, a mobile telephone recording system 100 according to an embodiment of the present invention includes a customer telephone 110, an agent mobile phone terminal 120, an exchange 130, and a recording server 140 do.

The customer telephone 110 may include a mobile telephone terminal such as a wired telephone, a mobile phone, etc., as a telephone used by a customer.

The agent mobile phone 120 may include any mobile phone capable of including a general mobile phone (cell phone), a smart phone, a PDA phone, and a tablet phone. The agent mobile phone 120 has a direct inward dialing (DID) number that matches the mobile phone number of the agent mobile phone 120 by 1: 1. Also, the agent mobile phone terminal 120 performs telephone connection with the customer through the representative call number assigned to the CO line.

The representative call number is assigned to the trunk line by the switchboard 130 so that the agent mobile phone terminal 120 can pass the switchboard 130 when the telephone is connected to the customer.

The customer having the customer telephone 110 notifies the DID (Direct Inward Dialing) number in advance for the call with the agent so that the customer can make a call with the agent through the DID number.

If the agent mobile phone 120 is a smart phone, a dedicated application program for communicating with a customer is provided. The dedicated application program plays a role of changing the customer telephone number stored in the agent mobile telephone terminal 120 so that telephone connection and conversation via the exchange 130 can be performed.

For example, when the agent executes the dedicated application program and inputs the customer's telephone number for telephone connection with the customer using the agent mobile phone terminal 120, the dedicated application program registers the representative call number And then transmits the customer's telephone number so that a telephone connection with the customer's telephone set 110 via the agent's mobile telephone terminal 120 is established via the exchange 130 .

In the case of the agent mobile telephone terminal 120 having no dedicated application program, a separately designated representative call number (for example, 02-3773-4000) is first input to check the connection tone for connection with the exchange 130 After entering the customer's telephone number after the connection with the exchange 130, the exchange 130 connects the customer's telephone 110 corresponding to the customer's telephone number to the agent's mobile phone 120 So that a telephone connection with the customer's telephone set 110 via the exchange 130 is established.

That is, when the dedicated application program is provided, a telephone connection with the customer telephone 110 is performed through the exchange 130 when only the customer telephone number is input. If the dedicated application program is not provided, The telephone connection is established via the exchange 130 in such a manner that the telephone number is connected to the exchange 130 through the telephone number and then the customer telephone number is input.

The exchange 130 generally includes a private branch exchange (PBX) for providing internal communication services such as telephone, fax, etc. in an enterprise or a premises, and a well-known exchange is used for those having ordinary skill in the art to which the present invention belongs .

The exchange 130 adds a DID (Direct Inward Dialing) number matching the mobile phone number (calling number) of the agent mobile phone 120 to the CO line at a ratio of 1: 1. That is, the exchange 130 maps the mobile phone number (originating number) of the agent mobile phone 120 and the DID (Direct Inward Dialing) CO line number 1: 1. Usually, a plurality of agents are present, so that a plurality of mobile phone numbers and a plurality of DID (Direct Inward Dialing) CO numbers will be mapped to 1: 1.

Also, in the exchange 130, the representative call number to be used in connection with a customer is assigned to the CO line by the agent mobile phone terminal 120.

When the call is received from the customer telephone 110 to the agent mobile telephone 120 (customer call), the exchange 130 calls the customer telephone 110 using the agent mobile telephone 120 (Agent dispatch).

First, in the case of a customer call, when a telephone call is received from the customer telephone 110 through the Public Switched Telephone Network (PSTN) to the DID number, the exchange 130 transmits a mobile telephone number corresponding to the DID number (PSTN) to be received by the agent mobile phone terminal 120 having the telephone call service. At this time, the exchange 130 transmits the calling number of the customer telephone 110 to the agent mobile telephone 120.

Next, in the case of agent dispatch, when the representative call number and the customer telephone number are transmitted through the public switched telephone network (PSTN) using the agent mobile phone terminal 120 to attempt telephone connection, The controller 130 performs a telephone connection with the customer telephone 110 corresponding to the customer telephone number through the Public Switched Telephone Network (PSTN) in response to the representative call number. At this time, the exchange 130 transmits the DID number matching with the mobile phone number (originating number) of the agent mobile phone 120 as a calling number to the customer's telephone 110.

When a telephone call is established between the customer telephone 110 and the agent mobile telephone 120, the conversation is recorded (or recorded) through the recording server 140 connected to the exchange 130.

The recording server 140 is connected to the exchange 130 to record the conversation between the agent mobile telephone terminal and the customer telephone.

The recording server 140 generally includes a server, an apparatus, or a memory capable of recording contents of a conversation, and may include any device or memory capable of recording conversation contents regardless of the name. The recording server 140 may be embedded in the exchange 130 or may be connected to the exchange 130 by wire or wireless connection.

FIGS. 2 and 3 are block diagrams for explaining an operation when a telephone connection is made using the mobile telephone recording system of FIG. 1, and FIGS. 4 and 5 are diagrams for explaining the operation of the telephone connection using the mobile telephone recording system of FIG. In the case of the first embodiment. FIG. 2 and FIG. 4 show the case of the customer originating, and FIGS. 3 and 5 show the case of the agent originating.

2 and 4, the exchange 130 adds a DID (Direct Inward Dialing) number matching the mobile phone number of the agent mobile phone 120 to the CO line at a ratio of 1: 1 S110). The customer is informed in advance to use the DID number when he / she wants to talk with the agent.

In this state, if the customer makes a telephone call using the customer telephone 110 with the DID number (for example, 374-0001 to 000X) for consultation, that is, if the customer telephone 110 calls the DID number If it is received (S112), the customer telephone 110 and the exchange 130 are connected through the PSTN. When the call is made to the DID number, the exchange 130 transmits the call to the agent mobile phone 120 having the mobile phone number (for example, 010-374-0001 to 000X) corresponding to the DID number And performs telephone connection through the public switched telephone network (PSTN) to be received (S114). At this time, the exchange 130 transmits the calling number of the customer telephone 110 to the agent mobile telephone 120.

The recording server 140 connected to the switching center 130 records the contents of the conversation between the customer phone 110 and the agent mobile phone 120, that is, the conversation between the customer and the agent (S116).

The content recorded in the recording server 140 is utilized in the event of a dispute.

As shown in FIG. 3 and FIG. 5, in the exchange 130, the representative call number to be used in connection with a customer is assigned to the CO line by the agent mobile telephone terminal 120. Then, the exchange 130 adds the DID (Direct Inward Dialing) number matching with the CID (Call ID) of the agent mobile phone 120 to the CO line at step S210. The representative call number maintains a form similar to a general telephone number, for example, 02-3773-4000, and is a number for connecting with the exchange 130 from the agent mobile telephone terminal 120.

Herein, the representative call number and the DID number are given before the telephone connection between the agent mobile phone terminal 120 and the customer telephone 110 is established, that is, at the time of establishing the mobile telephone recording system described above, And is not given at the same time as a call via the agent mobile telephone terminal 120 or a call through the customer telephone 110. [ Of course, it is also possible to change the representative calling number and the DID number or assign a new number after the construction of the mobile telephone recording system.

Then, the agent inputs the representative calling number (for example, 02-3773-4000) and the telephone number of the customer (for example, 010-123-1234) by using the agent mobile phone terminal 120, The representative call number and the customer telephone number are transmitted through the public switched telephone network (PSTN), and telephone connection is attempted (S212).

The exchange 130 then performs a telephone connection with the customer telephone 110 corresponding to the customer telephone number (for example, 010-123-1234) through the PSTN in response to the representative call number (S214). At this time, the exchange 130 transmits a DID (Direct Inward Dialing) number matching with the mobile phone number (calling number) of the agent mobile phone 120 in a 1: 1 manner to the customer telephone 110.

In the recording server 140 connected to the exchange 130, a telephone connection is established between the customer telephone 110 and the agent mobile telephone terminal 120 to record (or record) the telephone conversation S216).

Here, the telephone connection using the agent mobile phone 120 can be performed in two ways. When the agent mobile phone terminal 120 is a smart phone, it is possible to conveniently call the customer using the dedicated application program.

That is, in the case of the agent mobile telephone terminal 120 in which the dedicated application program is installed, if a telephone connection is attempted while inputting only a telephone number of a customer without inputting a separate representative call number, The representative calling number is automatically input and transmitted to the exchanger 130 and then the telephone number of the customer is transmitted to the exchange 130 so that the telephone connection with the customer telephone 110 is performed have.

For example, if the agent inputs the customer's telephone number for telephone connection with the customer using the agent mobile phone terminal 120 while executing the dedicated application program, And then transmits the customer's telephone number to the customer's telephone set 110 via the exchange 130. The customer's telephone set 120 is connected to the exchange 130, Respectively.

If the agent mobile phone 120 is a general mobile phone without the dedicated application program, the representative call number (for example, 02-3773-4000) is input first and the exchange 130 And the customer's telephone number is input through the exchange 130 after the connection with the customer's telephone 110 is confirmed.

According to another embodiment of the present invention, when the telephone call is established between the agent mobile telephone terminal 120 and the customer telephone 110, the dedicated application stores the contents of the conversation in the internal memory of the agent mobile telephone terminal 120 Or to transmit to the recording server 140 using a communication network.

According to another embodiment of the present invention, the mobile phone recording system of the present invention includes only the agent mobile phone terminal 120 and the recording server 140, and the agent mobile phone terminal 120 is provided with a recording dedicated application program do.

The agent mobile phone terminal 120 automatically stores the telephone number of the user who is to record the call in the recording application program, and when the user calls the customer corresponding to the telephone number of the customer to be recorded, So that the contents of the conversation can be recorded. The recording server 140 may be configured to automatically transmit the recorded contents of the conversation to the recording server 140 through the communication network at the same time as the call is terminated.

As described above, according to the present invention, there is an advantage that an agent can conveniently record without using a dedicated terminal when talking with a customer using a mobile phone, and it is easy to resolve a dispute with a customer.

The foregoing description of the embodiments is merely illustrative of the present invention with reference to the drawings for a more thorough understanding of the present invention, and thus should not be construed as limiting the present invention. It will be apparent to those skilled in the art that various changes and modifications may be made without departing from the basic principles of the present invention.

110: customer telephone 120: agent mobile telephone terminal
130: Switching center 140: Recording server

Claims (8)

An agent mobile phone terminal having a Direct Inward Dialing (DID) number and a mobile phone number matching 1: 1;
A DID (Direct Inward Dialing) number matching with the mobile telephone number at 1: 1 is assigned to the CO line, a representative call number used at the time of telephone connection with the customer at the agent mobile telephone terminal is given to the CO line,
When a call is received from the customer's telephone through the Public Switched Telephone Network (PSTN) to the DID number, the telephone connection is performed to call the agent mobile telephone terminal having the mobile telephone number corresponding to the DID number,
(PBX) that performs telephone connection with a customer telephone corresponding to the customer telephone number in response to the representative call number when the representative call number and the customer telephone number are transmitted through the agent mobile telephone terminal and a telephone connection is attempted, )Wow;
And a recording server connected to the exchange for recording contents of the conversation between the agent mobile phone terminal and the customer's phone. The method according to claim 1,
Wherein when the agent mobile telephone terminal is connected to the exchange through the representative call number, the exchange performs a telephone connection between the customer telephone and the agent mobile telephone terminal using the DID number as a call origination number Mobile phone recording system. The method according to claim 1,
Wherein the agent mobile phone terminal connects the exchange to the agent mobile phone terminal using the previously stored representative call number when the telephone call connection through the customer telephone number is attempted, And a dedicated application program which operates to be connected to the telephone by a telephone is provided. The method according to claim 1,
Wherein the customer telephone is a wired telephone or a mobile telephone terminal, and the agent mobile telephone terminal is a mobile phone capable of including a smart phone, a PDA phone, and a tablet phone, and capable of establishing a telephone connection. A method for recording a mobile telephone, comprising:
And a DID (Direct Inward Dialing) number matching 1: 1 with the mobile phone number of the agent mobile phone terminal to the trunk line, and a representative call number to be used when the agent mobile phone terminal uses the telephone connection with the customer, Step 1;
When a call is received from the customer's telephone set to the DID number, the call is made to the agent mobile telephone terminal having the mobile telephone number corresponding to the DID number at the PBX, Recording,
When the representative call number and the customer telephone number are transmitted through the agent mobile telephone terminal and telephone connection is attempted, the agent mobile telephone terminal and the exchange are connected through the representative call number, and the exchange responds to the customer telephone number And recording the content of the call to the recording server by performing a telephone connection with the customer telephone. The method of claim 5,
In the second step, when the agent mobile telephone terminal is connected to the exchange through the representative call number, the exchange uses the DID number as a call number to make telephone connection between the customer telephone and the agent mobile telephone terminal Wherein the mobile terminal is a mobile terminal. The method of claim 5,
Wherein the agent mobile phone terminal connects the exchange to the agent mobile phone terminal using the previously stored representative call number when the telephone call connection through the customer telephone number is attempted, And a dedicated application program operable to transmit and receive a telephone call. The method of claim 7,
Wherein the dedicated application stores the contents of the conversation between the agent mobile telephone terminal and the customer telephone in an internal memory or transmits the contents of the conversation to the voice recording server using a communication network.

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