Multi-channel digital recording system and method using network

• US 20040028193A1
• Filed: 11/20/2002
• Published: 02/12/2004
• Est. Priority Date: 08/08/2002
• Status: Abandoned Application

• Current Assignee: USD Co., Ltd.
• Original Assignee: USD Co., Ltd.
• Inventors: Kim, Eric
• Application Number:
  US10/299,901
• Publication Number:
  US 20040028193A1
• Time in Patent Office: Days
• US Class Current: 379/68
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A multi-channel digital recording system and method using a network, which can record and monitor telephone conversation contents on a real time basis over a multiplicity of traffic channels using network environments. The method comprises the step of allowing a PABX to connect a call between an arbitrary customer telephone and an arbitrary adviser telephone if the arbitrary customer telephone is connected to the PABX over a PSTN or VOIP-based telephone network, the step of allowing the arbitrary adviser telephone to transfer contents of a telephone conversation with an arbitrary customer corresponding to the arbitrary customer telephone to an arbitrary adviser PC corresponding to the arbitrary adviser telephone in the form of an analog voice signal, the step of allowing the arbitrary adviser PC to convert the analog voice signal transferred from the arbitrary adviser telephone into a digital voice signal, convert the converted digital voice signal into computer-readable audio data through a predetermined compression process and transfer the converted audio data to a telephone conversation contents recording server on a real time basis, and the step of allowing the conversation contents recording server to record the audio data transferred from the arbitrary adviser PC.

Claims

1. A method for recording telephone conversation contents between a plurality of advisers and a plurality of customers in a multi-channel digital recording system using a network, said system including a plurality of adviser telephones, a plurality of adviser personal computers (PCs) connected respectively with said adviser telephones, a telephone conversation contents recording server connected with said adviser PCs over said network, and a PABX (Private Automatic Branch exchange) for relaying calls between said adviser telephones and a telephone network, said method comprising the steps of:

a) allowing said PABX to connect a call between an arbitrary customer telephone and an arbitrary one of said adviser telephones if said arbitrary customer telephone is connected to said PABX over said telephone network;

b) allowing said arbitrary adviser telephone to transfer contents of a telephone conversation with an arbitrary one of said customers corresponding to said arbitrary customer telephone to an arbitrary one of said adviser PCs corresponding to said arbitrary adviser telephone in the form of an analog voice signal;

c) allowing said arbitrary adviser PC to convert said analog voice signal transferred from said arbitrary adviser telephone into a digital voice signal, convert the converted digital voice signal into computer-readable audio data through a predetermined compression process and transfer the converted audio data to said telephone conversation contents recording server on a real time basis; and

d) allowing said conversation contents recording server to record said audio data transferred from said arbitrary adviser PC.

2. The method as set forth in claim 1, wherein said step a) includes the steps of:

a-1) allowing said PABX to, if said customer telephone is connected to said PABX over said telephone network, send out a guidance message to request said arbitrary customer to enter basic customer information for identification of said arbitrary customer; and

a-2) allowing said PABX to, if said basic customer information from said customer telephone is inputted in the form of a dual tone multi-frequency (DTMF) signal, recognize the inputted DTMF signal, transfer said basic customer information corresponding thereto to said arbitrary adviser PC and connect the call between said customer telephone and said arbitrary adviser telephone.

3. The method as set forth in claim 1, wherein said step c) includes the step of allowing said arbitrary adviser PC to code and transfer said converted audio data.

4. The method as set forth in claim 1, wherein said conversation contents recording server is adapted to prestore a recording schedule, said recording schedule being made out to selectively record audio data transferred respectively from said adviser PCs on a time basis;

and

wherein said step d) includes the step of allowing said conversation contents recording server to execute said recording schedule, sequentially select ones of said adviser PCs corresponding to said recording schedule and sequentially record said audio data transferred from the selected adviser PCs.

5. The method as set forth in claim 1, wherein said multi-channel digital recording system further includes a manager PC connected with said plurality of adviser PCs;

and

wherein said method further comprises the step of;

e) allowing said manager PC to access an arbitrary one of said plurality of adviser PCs and receive and monitor said audio data transferred from the accessed adviser PC.

6. The method as set forth in claim 2, wherein said step d) includes the step of allowing said conversation contents recording server to receive information regarding a recording time of said audio data, adviser information and said basic customer information from said arbitrary adviser PC and record the received information along with said audio data.

7. The method as set forth in claim 1, wherein said telephone network is a VOIP (Voice Over Internet Protocol)-based Internet telephone network.

8. A method for recording telephone conversation contents between a plurality of advisers and a plurality of customers in a multi-channel digital recording system using a network, said system including a plurality of adviser telephones, a plurality of adviser personal computers (PCs) connected respectively with said adviser telephones, a telephone conversation contents recording server connected with said adviser PCs over said network, and a PABX (Private Automatic Branch eXchange) for relaying calls between said adviser telephones and a telephone network, said method comprising the steps of:

a) prestoring a plurality of selection menus in said PABX in the form of voice guidance messages and setting in each of said adviser PCs a recording condition for selective execution of telephone conversation contents recording according to advice menus;

b) allowing said PABX to send a guidance message to an arbitrary customer telephone to request an arbitrary one of said customers corresponding to said arbitrary customer telephone to select one of said advice menus, if said arbitrary customer telephone is connected to said PABX over said telephone network;

c) allowing said PABX to, if one of said advice menus is selected by said arbitrary customer and a DTMF signal corresponding thereto is inputted from said customer telephone, connect a call between said customer telephone and an arbitrary one of said adviser telephones, identify the inputted DTMF signal and notify an arbitrary one of said adviser PCs corresponding to said arbitrary adviser telephone of the selected advice menu;

d) allowing said arbitrary adviser telephone to transfer contents of a telephone conversation with said arbitrary customer to said arbitrary adviser PC in the form of an analog voice signal;

e) allowing said arbitrary adviser PC to, if said notified advice menu corresponds to said set recording condition, convert said analog voice signal transferred from said arbitrary adviser telephone into a digital voice signal, convert the converted digital voice signal into computer-readable audio data through a predetermined compression process and transfer the converted audio data to said telephone conversation contents recording server on a real time basis; and

f) allowing said conversation contents recording server to record said audio data transferred from said arbitrary adviser PC.

9. The method as set forth in claim 8, wherein said step e) includes the step of allowing said arbitrary adviser PC to code and transfer said converted audio data.

10. The method as set forth in claim 8, wherein said step b) includes the steps of:

b-1) allowing said PABX to send a guidance message to said customer telephone to request said arbitrary customer to enter basic customer information for identification of said arbitrary customer; and

b-2) allowing said PABX to, if said basic customer information from said customer telephone is inputted in the form of a DTMF signal, recognize the inputted DTMF signal and transfer said basic customer information corresponding thereto to said arbitrary adviser PC.

11. The method as set forth in claim 8, wherein said multi-channel digital recording system further includes a manager PC connected with said plurality of adviser PCs;

and

wherein said method further comprises the step of;

g) allowing said manager PC to access an arbitrary one of said plurality of adviser PCs and receive and monitor said audio data transferred from the accessed adviser PC.

12. The method as set forth in claim 10, wherein said step f) includes the step of allowing said conversation contents recording server- to receive information regarding a recording time of said audio data, adviser information and said basic customer information from said arbitrary adviser PC and record the received information along with said audio data.

13. The method as set forth in claim 11, wherein said manager PC is a remote manager PC, said remote manager PC remotely accessing said adviser PCs and said conversation contents recording server over a wide area network, said wide area network being the Internet.

14. The method as set forth in claim 8, wherein said telephone network is a VOIP-based Internet telephone network.

15. A multi-channel digital recording system for recording telephone conversation contents over a plurality of traffic channels using network environments, comprising:

a PABX for controlling call connections for a plurality of customer telephones connected thereto over a telephone network;

a plurality of adviser telephones connected with said customer telephones via said PABX, said adviser telephones outputting contents of telephone conversations with said customer telephones in the form of analog voice signals;

a plurality of interface modules connected respectively with said adviser telephones, said interface modules interfacing said analog voice signals from said adviser telephones, respectively;

a plurality of adviser PCs connected respectively with said interface modules, said adviser PCs converting said analog voice signals provided from said interface modules into digital voice signals and compressing the converted digital voice signals into computer-readable audio data, respectively; and

a telephone conversation contents recording server connected with said adviser PCs via a local area network (LAN), said recording server recording said audio data from said adviser PCs.

16. The multi-channel digital recording system as set forth in claim 15, further comprising a manager PC connected to said LAN, said manager PC receiving and monitoring said audio data from said adviser PCs.

17. The multi-channel digital recording system as set forth in claim 15, further comprising a remote manager PC connected to said LAN over the Internet, said remote manager PC receiving and monitoring said audio data from said adviser PCs.

18. The multi-channel digital recording system as set forth in claim 15, wherein said conversation contents recording server is adapted to selectively record said audio data from said adviser PCs on a time basis according to a preset recording schedule.

19. The multi-channel digital recording system as set forth in claim 15, wherein said adviser PCs are each adapted to code said audio data and transfer the coded audio data to said conversation contents recording server.

20. The multi-channel digital recording system as set forth in claim 15, further comprising a customer information database (DB) server connected to said LAN, said customer information database (DB) server storing detailed information regarding all customers in the form of a database;

wherein said PABX is adapted to induce an arbitrary one of said customer telephones connected thereto over said telephone network to enter a unique number for customer identification, through an audio response system (ARS) function; and

wherein said customer information DB server is adapted to search for the detailed information regarding one of the customers corresponding to the entered unique number and transfer the searched information to one of said adviser PCs, call-connected with said arbitrary customer telephone, such that the searched information is displayed in the call-connected adviser PC.

21. The multi-channel digital recording system as set forth in claim 15, wherein said PABX includes a gateway server;

and

wherein said telephone network is a VOIP-based telephone network.