• IE interfaces
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• v.20 no.3
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• pp.309-314
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• 2007

By an explosive increase of proxy driving, customers require the quick and correct services of call center. But because most call centers have an unsystematic management system, grievance of customers is continually increasing. To solve these problem, we constructed a call center system of proxy driving that is based on CTI (Computer Telephony Integration) in this paper. The proposed system is constructed using CID (Caller Identify Display) terminal, SMS (Short Message Service) and call center management program etc. Customer service level could be improved through efficient customer management by using the proposed system. Also it could be convenient and easy to implement customer management, order management, staff management, SMS and settlement of accounts.

• Proceedings of the KIEE Conference
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• 2001.07d
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• pp.2732-2734
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• 2001

본 연구에서는 리눅스를 임베디드 시스템에 포팅하기 위한 기술을 조사하고 하드웨어를 선정하여 리눅스를 포팅하였다. 하드웨어는 Intel 사의 StrongARM SA-1110를 탑재한 Evaluation board를 사용하였다. 개발 환경은 Host computer와 Assabet board상에 RS-232C를 이용하여 프로그램 다운로드할 수 있는 환경을 구축하였다. StrongARM를 위한 Cross Compiler를 만들고, StrongARM의 하드웨어 메모리 맵을 이용하여 Linux의 메모리 맵을 설정한 후 리눅스를 컴파일하였다. 이를 RS-232C를 통해 Assabet board에 다운로드하여 리눅스를 탑재한 임베디스 시스템을 구현하였다. UCB1300 telecom codec의 device driver를 개발하여 커널에 적재하고 이를 사용하여 전화기로부터 들어오는 신호중 CID 신호를 해석하여 발신자 번호를 출력하는 시스템을 구현하였다.

• Convergence Security Journal
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• v.7 no.3
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• pp.109-120
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• 2007

VoIP service provides various functions that PSTN phone service hasn't been able to provide. Since it also has superiority in service charge, the number of user is increasing these days. When we think of the other side in cost aspect, the spam caller can also send his/her commercial message over phone line using more economic way. This paper presents the characteristics that should be considered to detect the spam call using greylisting method. We have explored static and dynamic characteristics in VoIP calls, and analyzed the relation among them. Especially, we have surveyed the authentication and charging method of Korean VoIP service provider. We have analyzed each charging method using our spam call simulation result, and derived the charging method that can be favored by spam caller. The contribution of the work is in analysis result of static aspect for SPIT Level calculation in greylisting method.

• Fire Science and Engineering
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• v.32 no.4
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• pp.103-109
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• 2018

The call-takers in the 119 General Situation Room are playing important roles in recognizing the first crisis situation such as fire, rescue, and emergency, and in starting up the response system. In particular, with regard to the emergency calls, the prompt and accurate surveillance can determine the patient's life as well as the prognosis. Based on April 8-December 31, 2014 Prehospital Care Reports in a metropolitan city, we analyzed the conversation turns and the conversation time between the agent and the caller, and the time of the conversation structure and sequence according to the reception routes and the severity of symptoms. The conversation analysis between the agent and the caller will be useful for the development and improvement of the action manual in the future.

• Journal of the Society of Disaster Information
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• v.19 no.2
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• pp.352-362
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• 2023

Purpose: For effective crisis communication in the event of a disaster, we present policy measures by exploring what activities are required of companies on a daily basis. Method: Employees working for L company were surveyed about the disaster response department, disaster message, and perception of the company during the company's response to COVID-19, as well as the level of response behavior of the employee. Results: First, caller characteristics did not have a significant effect on behavioral changes of members. Second, while the disaster response message within the company had no effect on the members' normative behavior, it had a positive effect on the discretionary behavior. Third, caller characteristics and disaster response messages had a positive effect on public relations, and public relations appeared to mediate caller characteristics and members' discretionary behavior. Conclusion: Studies on disaster response messages are required in the disaster control tower inside the company in normal times, and activities to build a member-friendly corporate culture for strengthening public relations are needed.

• 정보화사회
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• s.149
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• pp.56-60
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• 2001

전화를 거는 발신자의 전화번호를 통화 전에 수신자 전화기의 액정화면에 표시해주는 발신자표시(CID: Caller ID)서비스가 국내에서도 도래했다. 한국통신, 하나로통신 등 유선 전화사업자 및 SK텔레콤, 한통프리텔, LG텔레콤 등 이동전화 사업자들은 지난 4월 1일부터 일제히 발신번호표시 시범서비스를 개시했다. 사업자들은 시범서비스에 이어 5월부터 상용화에 돌입한다는 방침이다.

• The Transactions of the Korea Information Processing Society
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• v.2 no.4
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• pp.453-465
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• 1995

RPC(Remote Procedure Call) has been studied for programmer to easily write distributed program of little bit higher efficiency and reliability. In this study, fault-tolerant remote procedure call for hardware failures is proposed. Fault-tolerance is supplied by replicated procedures with node group, so called chain, and copies along chains are linearly ordered. Calls for procedure are sent to primary copy along chains, and other copies are propagated internally. If failures happen, first copy in faultless chain returns the result to the caller, Especially, in this study processing of redundant call message and result message, while using limited ack message, are avoided. This method supplies efficient and reliable fault-tolerance compared with existing remote procedure call.

• Proceedings of the Korea Information Processing Society Conference
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• 2003.05b
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• pp.803-806
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• 2003

CTI(Computer and Telephony Integration) 기술이 1970년대 처음 선 보인 이래, 정보통신 기술의 눈부신 발전과 함께 그 인기가 날로 높아져 가고 있다. 정보기술(Information Technology)의 발전으로 향상된 컴퓨터의 기능을 활용한 다양한 서비스가 출현하면서 고객과 기업간의 상호 접촉이 증가되고 있다. 과거의 CTI기술은 Inbound 위주의 Voice and Call Communication 만을 위한 소극적인 개념이었으나, 현재의 대 다수의 기업들은 좀더 발전된 CTI 기술을 활용하고 있다. 최근 들어 기업간의 경쟁이 치열해지고 고객에 대한 우위를 높이기 위해 새로운 돌파구가 필요했다. 이에 대한 경영 솔루션으로, 인터넷 환경을 통합한 CITI(Computer and Internet Telephony Integration)와 eCRM 개념을 활용한 시스템의 사용으로 질 높은 서비스와 매출증대, 경비절감 등과 같은 경쟁력을 개선시킬 수 있었다. 본 논문은 CTI 기술과 CRM 개념을 활용한 시스템을 설계 구현하였다 이는, 전화의 호 전송, 호수신, 호 전달 등의 기능과 CTI 와 사설교환기(PBX)의 링크를 통합한 시스템이다. 제안된 시스템은 콜센터(Call Center)나 기타 고객의 접촉이 집중된 기업에 응용 되도록 설계되었다.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.16 no.5
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• pp.111-116
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• 2016

According to the Ministry of Science, ICT and Future Planning's survey of information gap, smartphone retention rate of disabled people stayed in one-third of non-disabled people, the situation is significantly less access to information for people with disabilities than non-disabled people. In this paper, we develop an application, CallHelper, that helps to be more convenient to use mobile voice calls to the auditory disabled people. CallHelper runs automatically when a call comes in, translates caller's voice to text output on the mobile screen, and displays the emotion reasoning from the caller's voice to visualize emoticons. It also saves voice, translated text, and emotion data that can be played back.

• The Journal of the Korea Contents Association
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• v.8 no.2
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• pp.213-221
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• 2008

In recent years, growth of the call center industry is leading lots of employment. But caller's frequent turnover deteriorates the labor productivity and increases the employment and training cost. The purpose of this study is to draw some factors by which turnover intention is influenced through literature review and identify a causality between the determinants and turnover intention. Call center callers were surveyed and the data were statistically analyzed. Empirical results indicate that job satisfaction and organizational commitment have negatively impacted on the turnover intention. Job characteristics have positively impacted on job satisfaction and organizational commitment but have not directly impacted on the turnover intention. Based upon the statistical results, some useful suggestions for call center managers are provided.