• 대한전기학회:학술대회논문집
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• 대한전기학회 1993년도 하계학술대회 논문집 A
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• pp.473-475
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• 1993

Premium Service is the next service to be developed after the Freephone Service and Credit Call Service which has currently been developed and is being now tested. Premium Service is a service which provide information on a telephone line. The calls are charged with a special rate which includes service and call charge. Public telecommunication operator performs charging and accounting from the service user for the service provider and for every service provided subtracts the commission from the part of service revenue and gives the rest back to the service provider. This paper is about the study on the implementation of the Premium Service in the Service Switching Point.

• 한국융합학회논문지
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• 제8권12호
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• pp.93-99
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• 2017

승강기 시스템은 ICT기술의 발달과 함께 다양한 융합기술을 접목하고 있다. 특히 안전관련 장치로 비상통화장치는 승강기의 의무 사항으로 적용되었으며 그 적용범위 또한 다양하다. 본 논문에서는 기존의 음성 비상통화 장치의 한계를 극복하고 VoIP기반 유무선 환경에서 화상기반의 서비스 구조를 효율적으로 운영 관리할 수 있는 통합 모델을 제시하고자 한다. 이러한 방식은 관리자, 서버 그리고 사용자간의 발생하는 승강기내의 다양한 데이터와 화상 기록들을 효과적으로 관리 운영할 수 있도록 하고, 각종데이터와 승강기내의 부가서비스들을 활용하는 통합 구조를 만들어 VoIP 및 클라우드 서비스 환경에서 영상 통화 품질을 확보함과 동시에 유지비용 절감 및 안전관리의 신뢰성을 높이고 다양한 서비스 환경을 이끌어 낼 수 있을 것이다.

• Journal of Information Processing Systems
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• 제11권4호
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• pp.583-600
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• 2015

Generally, the wireless network provides priority to handover calls instead of new calls to maintain its quality of service (QoS). Because of this QoS provisioning, a call admission control (CAC) scheme is essential for the suitable management of limited radio resources of wireless networks to uphold different factors, such as new call blocking probability, handover call dropping probability, channel utilization, etc. Designing an optimal CAC scheme is still a challenging task due to having a number of considerable factors, such as new call blocking probability, handover call dropping probability, channel utilization, traffic rate, etc. Among existing CAC schemes such as, fixed guard band (FGB), fractional guard channel (FGC), limited fractional channel (LFC), and Uniform Fractional Channel (UFC), the LFC scheme is optimal considering the new call blocking and handover call dropping probability. However, this scheme does not consider channel utilization. In this paper, a CAC scheme, which is termed by a uniform fractional band (UFB) to overcome the limitations of existing schemes, is proposed. This scheme is oriented by priority and non-priority guard channels with a set of fractional channels instead of fractionizing the total channels like FGC and UFC schemes. These fractional channels in the UFB scheme accept new calls with a predefined uniform acceptance factor and assist the network in utilizing more channels. The mathematical models, operational benefits, and the limitations of existing CAC schemes are also discussed. Subsequently, we prepared a comparative study between the existing and proposed scheme in terms of the aforementioned QoS related factors. The numerical results we have obtained so far show that the proposed UFB scheme is an optimal CAC scheme in terms of QoS and resource utilization as compared to the existing schemes.

• 한국통신학회논문지
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• 제40권10호
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• pp.1994-2005
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• 2015

다양한 기술들이 하나로 융합된 VoIP(Voice over Internet Protocol) 서비스는 IP 망을 통해 음성뿐만 아니라 멀티미디어 서비스와 각종 부가서비스를 제공한다. 현재 대역폭 사용효율과 저비용성 등의 장점들 때문에 기존 PSTN 전화에서 VoIP 시스템으로 비즈니스가 전환되고 있다. 이러한 것이 가능한 이유는 기존의 회선교환 네트워크를 대신하여 디지털화된 정보가 IP 패킷 형태로 여러 계층의 컴퓨터로 구성된 패킷교환망을 통해 전달되기 때문이다. 반면에 이러한 형태의 시스템들이 기존 IP네트워크 환경에서의 취약점과 융합되어 발생되는 신규 취약점 등에 의해서 각종 Fraud가 발생하고 있다. 2012년 상반기 Fraud call의 46%가 VoIP 전화기에서 만들어지고 있다는 조사 결과도 있듯이 Fraud Call의 피해는 상당하다. 따라서 Fraud에 대한 손실예방을 위해 대책마련이 필요하다. 특히, Fraud Call의 피해는 주로 국제 통화를 이용할 때 과금 피해로 나타나고 있어, 이와 관련된 SIM Box에 의한 Toll Bypass Fraud에 대한 분석과 이를 검출할 수 있는 방안마련이 요구된다. 일반적으로는 DPI(Deep Packet Inspection)를 기반으로 주요 Signature 또는 통계정보를 이용한 다양한 검출 방안이 제안되었으나, Fraudster 역시 이를 회피하기 위해 다양한 방법을 사용하고 있다. 특히, VoIP에서 Call Setup과 Termination과정을 수행하는 SIP Signal을 암호화 하거나 여러 경로로 전송하는 방식을 사용함으로써 감지를 회피하고 있다. 본 논문은 Fraud call의 감지 회피를 효과적으로 방지할 수 있도록 VoIP 트래픽의 특성과 VoIP Fraud 중 SIM Box Fraud의 행위분석을 결합한 방법론을 제안한다. 또한 제안된 방법론을 적용하여 Toll Bypass Fraud와 관련된 VoIP 서비스 제공자의 장비를 검출하는 방법을 제시한다.

• 한국정보통신학회:학술대회논문집
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• 한국해양정보통신학회 2002년도 추계종합학술대회
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• pp.875-879
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• 2002

호 처리 언어(CPL : Call Processing Language)는 공중 전화망에서 제공하는 다양한 부가 서비스를 인터넷 상에서 개발할 수 있는 기술로서, IETF IPTEL 워킹 그룹에서 개발한 표준이다. 사용자들은 CPL을 이용하여 호 전환, 호 방지와 같은 다양한 부가서비스를 요청할 수 있으며, 이것들은 스크립트 형태로 SIP(Session Initiation Protocol) Registrar에 등록되어 실질적인 서비스를 제공받게 된다. 본 논문에서는 CPL을 지원하는 프락시 서버의 동작 중, 향상된 부가서비스 지원을 위한 프락시 서버와 CPL 서버간 동작에 대한 설계 및 구현에 대해서 기술하고자 한다. 이러한 향상된 부가 서비스를 지원함으로써, 인터넷 텔레포니(VoIP : Voice over Internet Protocol) 서비스를 이용하는 사용자의 요구 사항 반영에 크게 기여할 수 있다. CPL을 지원하는 SIP 프락시 서버는 리눅스 커널 버전 2.4.x 상에서 C언어를 이용하여 설계 및 구현하였고, CPL 서버는 라이브러리로, 프락시 서버와 연동하여 동작한다.

• 한국통신학회논문지
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• 제28권6A호
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• pp.371-378
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• 2003

CDMA 시스템에서 셀의 용량은 그 셀에서 사용 가능한 채널의 수로 정의되고, 이는 셀이 받는 간섭의 양에 의해 제한된다. 새로운 이동국이 홈 셀 에서 호가 수락되었을 경우, 이는 홈 또는 인접 셀 에 간섭을 준다 따라서, 본 논문에서는 홈 셀은 새로운 호를 수락할 만큼 용량이 충분하고, 새로운 이동국이 홈 셀에 수락되었을 때 이동국의 송신 전력을 예측 계산한 후, 이를 이용하여 인접 셀들이 받을 간섭의 양을 예측하여 인접 셀 들에서 QoS(Quality of Service)가 보장될 경우 호를 수락하는 이동국의 송신 전력 예측에 기반을 둔 호 수락 방식을 제안한다. 모의 실험 결과 제안한 방식은 인접 셀 에서 기존 호의 회손 확률(outage probability)이 현저히 감소함을 보여 준다.

• 한국철도학회논문집
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• 제11권5호
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• pp.449-454
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• 2008

콜센터를 이용하는 이용자와 철도청 내부 직원(운영자)들의 만족도에 관한 영향모형을 개발하고, 한국철도 콘센터의 서비스 개선사항을 도출하였다. 분석결과 이용자와 철도청 내부 직원(운영자)간에 개선사항의 차이가 있는 것을 알 수 있었다. 이용자 측면에서는 민원처리를 직접 수행하는 직원들의 능력과 태도에 대한 개선을 필요로 하며, 운영자측면에서는 정보제공과 시설에 대한 개선이 필요한 것으로 나타났다. 따라서 철도콜센터 서비스 개선시 이용자와 운영자의 의견을 종합적으로 고려하는 것이 필요하다.

• 대한원격탐사학회:학술대회논문집
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• 대한원격탐사학회 2005년도 Proceedings of ISRS 2005
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• pp.608-611
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• 2005

The existing wired emergency call such as 119, 112 have its own location information to serving immediate rescue service. For the case of wireless emergency call by mobile phone, the location information should be provided by wireless network. This paper describes the network architecture and protocol for mobile emergency service referring TIAlEWJ-SID-036-A with reviews about technical issues, legacy factors and related researches. The mobile emergency service is divided into mobile emergency rescue service and mobile emergency alert service. The network reference model for mobile emergency rescue service is released in KOREA. In this paper, the interfaces between elements of the network reference model, and service scenarios, message flows are defined. Supplement to mobile emergency rescue service, the network reference model, interfaces and message flows for mobile emergency alert service are developed. The protocol is described by DID, and the proposed works are on processing for domestic standard of TTA.

• 유통과학연구
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• 제15권6호
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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.

• 한국IT서비스학회지
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• 제13권2호
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• pp.219-250
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• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.