System and method for providing a screen switching service during call counseling and device applied thereto

Abstract

The present invention relates to a system and method for providing a screen switching service during call counseling and a device applied thereto. According to the system for providing a screen switching service during call counseling, after a counselor displays a predetermined counseling material screen on a terminal of a caller in the event that the caller requests a call to the counselor in a customer service center in order to have a consultation, the consultation is provided with a voice call while the counseling material screen, being displayed on the terminal of the caller, is switched according to a page control of the remotely-located counselor.

The invention claimed is: 
     
       1. A method for providing a screen switching service during call counseling, comprising:
 a service request receiving step of receiving a request for provision of a screen switching service for a terminal screen of a user terminal device into a counsel data screen for counseling from a counselor terminal device which is in a communication call with the user terminal device; 
 a service information forming step of forming screen switching control information including an access route of the counsel data screen; 
 an information transmitting step of transmitting the screen switching control information to the user terminal device; 
 a data call connection step of generating a data call of the user terminal device based on the screen switching control information during the communication call; and 
 a screen switching step of switching the terminal screen into the counsel data screen by transferring the counsel data screen to the user terminal device through the data call. 
 
     
     
       2. A system for providing a screen switching service during call counseling, comprising:
 a user terminal unit for establishing a communication call;   a counselor terminal unit for making a request for switching of a terminal screen of the user terminal unit into a counsel data screen for counseling by originating or terminating the communication call;   a screen switching service unit for making a control to generate a data call for the user terminal unit and then transfer the counsel data screen through the data call to the user terminal unit, in response to the request during the communication call; and   a content providing unit for providing the counsel data screen.   
     
     
       3. The system for providing a screen switching service during call counseling as claimed in  claim 2 , wherein the counselor terminal unit provides access route information for the counsel data screen and a telephone number of the user terminal unit to the screen switching service unit while making the request. 
     
     
       4. A screen switching service providing server in a system for providing a screen switching service during call counseling, the screen switching service providing server comprising:
 a service request receiving unit for receiving a request for provision of a screen switching service for switching a terminal screen of a user terminal device into a counsel data screen for counseling from a counselor terminal device which is in a communication call with the user terminal device;   a screen switching setting unit for generating a data call for the user terminal device and forming screen switching control information including an access route for providing the counsel data screen through the data call, in response to the request during the communication call; and   a transmitting unit for transferring the screen switching control information to the user terminal device.   
     
     
       5. The screen switching service providing server as claimed in  claim 4 , wherein the screen switching control information makes a request for operation of an application which has been already stored in the user terminal device and corresponds to the screen switching service. 
     
     
       6. The screen switching service providing server as claimed in  claim 5 , wherein the user terminal device makes a direct access to a content providing server providing the counsel data screen based on Uniform Resource Locator (URL) information included in the screen switching control information by operating the application or makes an redirection access to the content providing server through the screen switching setting unit. 
     
     
       7. A method for providing a screen switching service during call counseling, comprising:
 a service request receiving step of receiving a request for provision of a screen switching service for a terminal screen of a user terminal device into a counsel data screen for counseling from a counselor terminal device which is in a communication call with the user terminal device; 
 a service information forming step of forming first screen switching control information including an access route of the counsel data screen correspond to the user terminal device and second screen switching control information including an access route of the counsel data screen correspond to the counselor terminal device; 
 an information transmitting step of transmitting the first screen switching control information to the user terminal device and the second screen switching control information to the counselor terminal device; 
 a first data call connection step of generating a first data call of the user terminal device based on the first screen switching control information during the communication call; and 
 a screen switching step of transferring the counsel data screen to the user terminal device through the first data call and transferring the counsel data screen to the counselor terminal device through a second data call formed due to the request. 
 
     
     
       8. A method for providing a screen switching service during call counseling as claimed in  claim 7 , further comprising:
 a screen control step of making a page control for the counsel data screen being displayed in the user terminal device in response to a control input of the counselor terminal device through the second data call. 
 
     
     
       9. A system for providing a screen switching service during call counseling, comprising:
 a user terminal unit for establishing a communication call;   a counselor terminal unit for making a request for switching of a terminal screen of the user terminal unit into a counsel data screen for counseling by originating or terminating the communication call;   a screen switching service unit for making a control to generate a first data call for the user terminal unit and then transfer the counsel data screen through the first data call to the user terminal unit and transfer the counsel data screen to the counselor terminal unit through a second data call formed due to the request, in response to the request during the communication call; and   a content providing unit for providing the counsel data screen,   wherein the screen switching service unit makes a page control for the counsel data screen being displayed in the user terminal device in response to a control input of the counselor terminal device through the second data call.   
     
     
       10. The system for providing a screen switching service during call counseling as claimed in  claim 9 , wherein the counselor terminal unit provides access route information for the counsel data screen and a telephone number of the user terminal unit to the screen switching service unit while making the request. 
     
     
       11. A screen switching service providing server in a system for providing a screen switching service during call counseling, the screen switching service providing server comprising:
 a service request receiving unit for receiving a request for provision of a screen switching service for switching a terminal screen of a user terminal device into a counsel data screen for counseling from a counselor terminal device which is in a communication call with the user terminal device;   a screen switching setting unit for generating a first data call for the user terminal device and forming first screen switching control information including an access route for providing the counsel data screen through the first data call, and forming second screen switching control information including an access route for providing the counsel data screen through a second data call formed due to the request, in response to the request during the communication call; and   a transmitting unit for transferring the first screen switching control information to the user terminal device and the second screen switching control information to the counselor terminal device.   
     
     
       12. The screen switching service providing server in a system for providing a screen switching service during call counseling as claimed in  claim 11 , wherein the screen switching setting unit changes the first screen switching control information and the second screen switching control information in response to a control input of the counselor terminal device through the second data call. 
     
     
       13. The screen switching service providing server in a system for providing a screen switching service during call counseling as claimed in  claim 12 , wherein the user terminal device changes a page of the counsel data screen according to a change of the first screen switching control information. 
     
     
       14. The method of claim 1, wherein the method is performed by at least one server.  
     
     
       15. The method of claim 14, wherein the at least one server comprises at least one processing server for processing at least one of the steps and at least one content server for storing the counsel data screen.  
     
     
       16. The method of claim 14, wherein the at least one server receives the request for provision of a screen switching service during a telephonic conversation between a counselor and a user in the communication call between the counselor terminal device and the user terminal device.  
     
     
       17. The method of claim 14, wherein the method further comprises, prior to the service request receiving step, a step of initiating the communication call between the user terminal device and the counselor terminal device, wherein the initiating step comprises receiving a call from the user terminal device or making a call to the user terminal device.  
     
     
       18. The method of claim 14, wherein the request for provision of a screen switching service is made at the counselor's suggestion.  
     
     
       19. The method of claim 14, wherein the at least one server obtain the access route from its communication with the counselor terminal device.  
     
     
       20. The method of claim 14, wherein the at least one server receives information of the user terminal device from the counselor terminal device.  
     
     
       21. The method of claim 20, wherein the information of the user terminal device comprises a phone number of the user terminal device.  
     
     
       22. The method of claim 14, wherein the at least one server forms the screen switching control information with a function to request for running an application stored in the user terminal device.  
     
     
       23. The method of claim 14, wherein the at least one server forms the screen switching control information to include a URL for the counsel data screen such that the data call is made using the URL.  
     
     
       24. The method of claim 14, wherein the screen switching control information has a function to request running of an application stored in the user terminal device and comprises a URL for accessing the counsel data screen using the application.  
     
     
       25. The method of claim 24, wherein the data call connection step is performed during the communication call between the user terminal device and the counselor terminal device, wherein, subsequent to the information transmitting step and prior to the data call connection step, the screen switching control information from the at least one server causes the application to run in the user terminal device for the data call connection step.  
     
     
       26. The method of claim 24, wherein the data call connection step is performed during the communication call between the user terminal device and the counselor terminal device, wherein the screen switching control information requests operation of the application in the user terminal device for generating the data call for the counsel data screen.  
     
     
       27. The method of claim 14, wherein the screen switching control information has a function to activate a mobile application stored in the user terminal device and comprises a URL for accessing the counsel data screen using the mobile application, wherein the data call connection step is performed during the communication call between the user terminal device and the counselor terminal device.  
     
     
       28. The method of claim 27, wherein the data call connection step comprises generate the data call using the URL for the counsel data screen.  
     
     
       29. The method of claim 27, wherein the data call connection step comprises generating the data call is between the at least one server and the user terminal device for the counsel data screen.  
     
     
       30. The method of claim 27, wherein the data call connection step comprises connecting to a content server via redirection using the URL.  
     
     
       31. The method of claim 27, wherein the data call connection step comprises directly connecting to a content server using the URL without redirection.  
     
     
       32. The method of claim 27, wherein switching the terminal screen into the counsel data screen comprises displaying a page of the counsel data screen.  
     
     
       33. The method of claim 27, wherein switching the terminal screen into the counsel data screen comprises displaying a page of the counsel data screen on the user terminal device in response to a control input from the counselor terminal device.  
     
     
       34. The method of claim 7, wherein the screen switching step comprises displaying a page of the counsel data screen on the user terminal device in response to a control input from the counselor terminal device.