• The Journal of Korean Institute of Communications and Information Sciences
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• v.40 no.10
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• pp.1994-2005
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• 2015

Voice over IP (VoIP) is a technology for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks. Instead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs in the form of IP packets over a packet-switched network which consist of several layers of computers. VoIP Service that used the various techniques has many advantages such as a voice Service, multimedia and additional service with cheap cost and so on. But the various frauds arises using VoIP because VoIP has the existing vulnerabilities at the Internet and based on complex technologies, which in turn, involve different components, protocols, and interfaces. According to research results, during in 2012, 46 % of fraud calls being made in VoIP. The revenue loss is considerable by fraud call. Among we will analyze for Toll Bypass Fraud by the SIM Box that occurs mainly on the international call, and propose the measures that can detect. Typically, proposed solutions to detect Toll Bypass fraud used DPI(Deep Packet Inspection) based on a variety of detection methods that using the Signature or statistical information, but Fraudster has used a number of countermeasures to avoid it as well. Particularly a Fraudster used countermeasure that encrypt VoIP Call Setup/Termination of SIP Signal or voice and both. This paper proposes the solution that is identifying equipment of Toll Bypass fraud using those countermeasures. Through feature of Voice traffic analysis, to detect involved equipment, and those behavior analysis to identifying SIM Box or Service Sever of VoIP Service Providers.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.2
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• pp.750-762
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• 2019

The importance of the call center as a contact point for the enterprise is growing. However, call centers have difficulty with their operating agents due to the agents' lack of knowledge and owing to frequent agent turnover due to downturns in the business, which causes deterioration in the quality of customer service. Therefore, through an N-bank call center case study, we developed a system to reduce the burden of keeping up business knowledge and to improve customer service quality. It is a "real-time agent advisor" system that provides agents with answers to customer questions in real time by combining AI technology for speech recognition, natural language processing, and questions & answers for existing call center information systems, such as a private branch exchange (PBX) and computer telephony integration (CTI). As a result of the case study, we confirmed that the speech recognition system for real-time call analysis and the corpus construction method improves the natural speech processing performance of the query response system. Especially with name entity recognition (NER), the accuracy of the corpus learning improved by 31%. Also, after applying the agent advisor system, the positive feedback rate of agents about the answers from the agent advisor was 93.1%, which proved the system is helpful to the agents.

• 월간 기계설비
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• no.4 s.201
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• pp.49-52
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• 2007

정부가 도입하려 하는 원콜시스템(EOCS: Excavation One Call System)은 원콜센터에 전화 한통화를 하면 현장에서 만나 도시가스 매설배관을 지면에 표시해 주기 때문에 신청서 작성이 필요없고 곧바로 업무처리가 가능하다. 이 시스템 도입은 관계부처 협의를 거쳐 법제처 심사를 앞두고 있으며 올 하반기쯤 시행될 예정이다.

• ETRI Journal
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• v.5 no.4
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• pp.17-21
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• 1983

Sine call handling for stored program control exchange can be regarded as finite state machine model of sequential process, the state transition concept is applied to describe its functions. Coding method of the state transition table applied to M10CN ESS call processing and concerned topics was discussed and proposed another method for reduction memory usage.

• Journal of applied mathematics & informatics
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• v.7 no.3
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• pp.1069-1075
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• 2000

In this paper, we deal with the European "Asian arithmetical option" and find the unique rational price associated with this option and Asian arithmetical call-put parity.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8800-8811
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• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• Journal of the Institute of Electronics and Information Engineers
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• v.52 no.1
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• pp.32-39
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• 2015

The voice communications with wireless backbone based networks are evolving into a packet switching VoIP systems. In those networks, a call processing scheme is required for management of subscribers and connection between them. A VoIP service scheme for those systems requires reliable subscriber management and connection establishment schemes, but the conventional call processing schemes based on the centralized server has lack of reliability. Thus, the mutual-backup architecture of SIP-servers is required to ensure efficient subscriber management and reliable VoIP call processing capability, and the synchronization and call processing schemes should be changed as the architecture is changed. In this paper, a mutual-backup architecture of SIP-servers is proposed for wireless backbone based networks. A message format for synchronization and information exchange between SIP servers is also proposed in the paper. This paper also proposes a FSM scheme for the fast call processing in unreliable networks to detect multiple servers at a time. The performance analysis results show that the mutual backup server architecture increases the call processing success rates than conventional centralized server architecture. Also, the FSM scheme provides the smaller call processing times than conventional SIP, and the time is not increased although the number of SIP servers in the networks is increased.

• Journal of the Institute of Electronics Engineers of Korea SC
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• v.48 no.5
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• pp.66-73
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• 2011

I try to solve the problem of the usage of the general software interrupt with the nested call of the software interrupt and the effective passing way of the parameters. The software interrupt should be protected against the indiscriminate access because it is used to call the system functions or to use the system resources by generating a software interrupt. But, it is difficult to effectively handle the SWI instruction because of its limited usage. I designed and implemented nested call of the software interrupt and the effective way that handle the parameters in the software interrupt service routine to solve this problem in this paper. In other words, from the single SWI call to the nested SWI call, I improved the software interrupt use all the more flexibly, and I compared and analyzed the strong and weak points of the two passing ways of the parameters. The main differences between these two ways are speed and readability. The stack pointer getting way incurred a lot of overhead although it has a very great readability. But, the stack pointer passing way producted 19% of the effectivity in speed by reduce overhead.

• Journal of the Korea Society of Computer and Information
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• v.17 no.10
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• pp.185-192
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• 2012

Call Center requires an ability of agents a lot more than face-to-face contact due to being achieved communication by non face-to face channel for contact with customers. In order to improve the ability of agents, Call Center carries out various educational training according to their work experience and function and with the accomplishment of educational training, Call Center is going to fulfill to develop its quality of counseling and productivity. On the other hand, due to investment of a lot of time and budget to educational training, it is needed to grasp and manage about its effectiveness that how helpful the training is for performance of work-site operations through evaluation of educational training. Having Seen researches about evaluation of educational training until these days, most researches have mainstream to measure satisfaction and a level of learning or degree that how the learning transfers to actions. It is found that a research about an entire evaluation model should be required. This study aims to investigate effectiveness of Call Center educational training from the level of recognition by reflecting Kirkpatrick's the four levels of learning evaluation. By the four levels, reaction, learning, behavior and results, the study found out a connection with standards of evaluation about each levels. In addition, by using structural equation modeling, it was examined goodness of fit about the entire model. Furthermore, by an alternative model, considering a direct relation between a factor of reaction and behavior, it was compared and examined goodness of fit of overall model of the study model and the alternative one.

• Journal of Distribution Science
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• v.15 no.6
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• pp.65-76
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• 2017

Purpose - The quality of customer service has been importantly considered as a way of retaining current customers. Recent development of service industry which based on Information & Communication Technology allows firms to utilize different employees for their businesses. Although it is regarded as important to consider emotional labor of employees working for customers in ICT service industry, little was known the role of emotional dissonance. Thus, current paper focused on emotional labor and tried to identify the factors which influence on employees' intrinsic motivation for married women working in call centers. This study highlighted the influence of the emotional dissonance on the employees' intrinsic motivation, and the moderating influences of work-family conflict on the relationship between emotional dissonance and intrinsic motivation. Research design, data, and methodology - The research samples were gathered from seven call centers of Korean financial institutions located in South Korea. The model of emotional dissonance was developed, which emphasizes the influence of emotional dissonance as a predictor on intrinsic motivation, and then the other model was also introduced to explain how employees' intrinsic motivation were aggravated by work-family conflict. To examine these research models, samples were collected from 468 married women working in call centers of Korean financial institutions located in Seoul. A total of 468 samples were used in the analysis after deleting data of missing value. SPSS 22.0 were utilized for data analysis. Results - The results of current study showed that emotional dissonance is negatively related to intrinsic motivation, and there are significant differences in work-family conflict. Those results generally support the proposed hypotheses. Conclusions - These results suggest that the relationship of intrinsic motivation of married women working in call center for customers' service were influenced by emotional dissonance, which outcomes were interacted not by face-to-face contact with their customers, but by emotional contacts. Managerially, these findings suggest the one who emphasize the quality of customer's service of call center need to introduce the programs for minimizing both of emotional dissonance and work-family conflict. These findings also suggest that the service quality via intrinsic motivation of married women working in call center is hard to be accomplished without considering the factors of emotional dissonance and work-family conflict.