CALL CENTER SYSTEM AND METHOD FOR OPERATING THE SAME

摘要

An IP-based call center system, and an operating method thereof are provided to process a consultation call, received from an SIP(Session Initiation Protocol)-based user terminal, in IVR by using IPCENTREX and offer various additional services by using the IVR. A call center system comprises an IPCENTREX(300), an IVR(Interactive Voice Response) (400), a CTI(Computer Telephone Integration), and a plurality of consultant terminals(200). The IPCENTREX performs call processing. The IVR provides voice announcement. The CTI relays call processing. The call center system connects to a user terminal(100) to transmit and receive data. The IVR requests call connection to the user terminal. A second message is transmitted to the IVR in order to perform the call connection between the IVR and the user terminal. The IPCENTREX transmits a third message for notifying that the IVR and the user terminal connect to each other. The IVR provides a voice response service to the user terminal.