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 is configured to provide 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 is configured to make a page control for the counsel data screen being displayed in the user terminal device unit in response to a control input of the counselor terminal device unit 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 is configured to provide 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 system of claim 2, wherein the user terminal unit is configured to establish the communication call with the counselor terminal unit by making a call to or receiving a call from the counselor terminal unit.  
     
     
       15. The system of claim 2, wherein the counselor terminal unit and the screen switching service unit are connected to at least one communication network for communicating with each other.  
     
     
       16. The system of claim 2, wherein the user terminal unit comprises a mobile communication device that is configured to run an application based on a communication from the screen switching service unit.  
     
     
       17. The system of claim 2, wherein the counselor terminal unit is configured to provide a control input for controlling the counsel data screen being displayed on the user terminal unit during the communication call with the user terminal unit.  
     
     
       18. The system of claim 2, wherein the screen switching service unit is configured to control generating the data call for providing the counsel data screen to the user terminal unit.  
     
     
       19. The system of claim 2, wherein the screen switching service unit is configured to form screen switching control information and to transmit the screen switching control information to the user terminal unit for making the control to generate the data call and transfer the counsel data screen to the user terminal unit.  
     
     
       20. The system of claim 19, wherein the screen switching control information comprises a URL associated with the content providing unit that stores the counsel data screen.  
     
     
       21. The system of claim 19, wherein the screen switching service unit is configured to obtain an access route from its communication with the counselor terminal unit.  
     
     
       22. The system of claim 19, wherein the screen switching service unit is configured to receive information of the user terminal unit from the counselor terminal unit.  
     
     
       23. The screen switching service providing server of claim 22, wherein the information of the user terminal unit comprises a phone number of the user terminal unit.  
     
     
       24. The system of claim 19, wherein the screen switching service unit is configured to form the screen switching control information including a function to request for running an application stored in the user terminal unit.  
     
     
       25. The system of claim 19, wherein the screen switching service unit is configured to form the screen switching control information with a function to initiate an application in the user terminal unit and further with a URL for the counsel data screen.  
     
     
       26. The system of claim 19, wherein the screen switching control information from the screen switching service unit is configured to initiate an application in the user terminal unit for generate the data call and transferring the counsel data screen to the user terminal unit.  
     
     
       27. The system of claim 19, wherein the system is configured to control a transfer of the counsel data screen from the content providing unit to the user terminal unit.  
     
     
       28. The system of claim 27, wherein the system is configured to control the transfer of the counsel data screen such that the user terminal unit directly accesses the content providing unit.  
     
     
       29. The system of claim 27, wherein the screen switching service unit is configured to coordinate the transfer of the counsel data screen from the content providing unit to the user terminal unit by redirection using a URL associated with the content providing unit.  
     
     
       30. The system of claim 2, wherein the system is configured to make the data call during the communication call between the user terminal unit and the counselor terminal unit.  
     
     
       31. The system of claim 2, wherein the screen switching service unit is configured to control displaying of a page of the counsel data screen on the user terminal unit in response to a control input from the counselor terminal unit.  
     
     
       32. The system of claim 2, wherein the screen switching service unit is configured to control displaying of a page of the counsel data screen on the user terminal unit.  
     
     
       33. The system of claim 9, wherein the counselor terminal unit, the screen switching service unit are connected to at least one communication network for communicating with each other.  
     
     
       34. The system of claim 9, wherein the user terminal unit comprises a mobile communication device that is configured to run an application based on a communication from the screen switching service unit.  
     
     
       35. The system of claim 9, wherein the counselor terminal unit is configured to provide a control input for controlling the counsel data screen being displayed on the user terminal unit during the communication call with the user terminal unit.