CN1592277A - Method and system for providing public calling centre service - Google Patents
Method and system for providing public calling centre service Download PDFInfo
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- CN1592277A CN1592277A CNA031558933A CN03155893A CN1592277A CN 1592277 A CN1592277 A CN 1592277A CN A031558933 A CNA031558933 A CN A031558933A CN 03155893 A CN03155893 A CN 03155893A CN 1592277 A CN1592277 A CN 1592277A
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Abstract
This invention provides a method and a system for providing public calling center service based on the mutual cooperation and interaction of the operation platform of a service operator and the application platform of the enterprise leaseholder, its automatic phonetic answer and route array part is applied with standard Voice XML protocol description and analysis flow, its specific script of the entity leaseholder is put in its internal network, so the leaseholder has the complete flow draft and correct ability, which realizes the data share and information application integration between the leaseholder information system and the calling center system.
Description
Technical field
The present invention relates to computer telecommunication integrated (CTI) field that the communication technology and computer technology combine, especially relate to a kind of method and system that the common calling center service is provided.
Background technology
So-called call center is enterprise's integrated information service platform of technology such as set stored-program control exchange, call voice, database, the Internet.The call center sets up automatic voice responding or manual position platform, the client with the mode consultation information of making a phone call or surfing the Net, buy product, complaint problem, enterprise then by the call center to client's promote products, collect feedback information.Common calling center operation platform is by the service provider operation maintenance, offers the service platform that the tenant of enterprise uses.
At present, the method and apparatus that the common calling center service is provided that occurs on the market has following three kinds substantially: the one, and professional outer-enwraped type call center services; The 2nd, the corporate client service system that on telecommunications 168 audio signal platform bases, forms; Three are to use object to be defined as the IP800 telephone service that connects Internet protocol (IP) user who surfs the Internet.
One, professional outer-enwraped type call center
Specialty outer-enwraped type call center services is built, is runed by special outer-enwraped type call center operator (comprising telecom operators), provides manual position service outsourcing and manual position Rental Service to the tenant of enterprise.The former is the professional seat representative that the tenant of enterprise gives outer-enwraped type call center operator with call center's manual position business commission, and the tenant of enterprise does not need to dispose seat and represents personnel; The latter is that the tenant of enterprise oneself outfit seat is represented personnel, but needs to use the proprietary system and the equipment of outer-enwraped type call center operator.
On technical pattern, the outer-enwraped type call center generally comprises PBX (PBX), automatic voice responsion system, recording monitoring system, CTI system, database server and a manual position work station etc. with automatic call distribution (ACD) function.
It has following feature and limitation on technology realizes:
Data between 1. automatic voice responsion system, recording monitoring system, CTI system, database server and each system of manual position work station hold and information exchange employing private network (as local area network (LAN), or VPN (VPN)) interior bottom TCP (TCP/IP) mode.Its shortcoming is to be difficult to be communicated with enterprise tenant's internal network, has intercepted the exchange of Call Center Platform system and the tenant of enterprise internal data and shared, has also hindered the integrated application between existing information application system of the tenant of enterprise and Call Center Platform system.
2. automatic voice responsion system, recording monitoring system and CTI system often adopt the proprietary technology of manufacturer, service logic flow process and operation thereof are supported the deposit position of data and are concentrated and be limited in the private network, the tenant of enterprise to the customization of its service logic flow process and change, the renewal of data and visit etc. supported in operation do not had flexibility completely and independence.Such as, the tenant of enterprise can not update to production, operation and service data automatic speech inquiry supporting database; For another example, the ACD part of Call Center Platform system can not decide the intelligent queuing of its caller client to be routed to only manual position representative according to the customer information in the existing information application system of the tenant of enterprise, to improve the accuracy rate of customer service, increase customer satisfaction degree, can not be in the existing information application system of the tenant of enterprise with its caller client record real-time update.
Two, the corporate client service system that forms on the telecommunications 168 audio signal platform bases
The corporate client service system that forms on the telecommunications 168 audio signal platform bases is the on national network telecommunication value-added service item of To enterprises customer service.
It generally has a data center (or operation centre) that the whole nation is unified on technical pattern, have access point (local broadcasting stations) in the big and medium-sized cities of opening this service, and national centre adopts the FRN/X.25 private network to be connected with the each place platform.
It has following feature and limitation on technology realizes:
1. also be based on the access control and the proprietary technology of private network, the edge of using is difficult to extend into each tenant of enterprise internal network, in the customization/change of the operation flow of data sharing between Call Center Platform system and the existing information application system of the tenant of enterprise/mutual and enterprise, have feature and the limitation identical with professional outer-enwraped type call center.
2. each tenant's of enterprise operation flow is carried out in national centre by operator earlier, downloads this operation flow by operator's notice each place platform then and explains that in the locality operation inserts to support local phone.As seen, this flow process distribution mode does not only solve the demand that the tenant of enterprise independently customizes, changes operation flow fast, and modification process and distribution flow process bother all the better, more complicated.
Three, IP800 telephone service
The basic principle of IP800 telephone service is exactly: the IP user that connection is surfed the Internet clicks the IP800 telephone service icon on the enterprise tenant website, initiating a VOIP calls out, this calls out the IP phone gateway that arrives IP800 telephone service operator, gateway is according to the preassigned telecommunication public network plain old telephone of the tenant of enterprise number, is calling to this plain old telephone number with this VOIP Call Transfer.
It uses single VOIP technology on technology realizes, have following feature and limitation:
1. be a kind of service of the VOIP call being transferred to plain old telephone in essence, be not the common calling center service on the complete meaning, lack call center basic " automatic voice responding (IVR) " and " call distribution (ACD) automatically " feature and correlation technique and use.
2. when forward call is to the tenant of enterprise inside manual position, just plain old telephone switching, without any synchrodata shift, the same with common local telephone network incoming call in essence, lack the most basic feature in call center " data and voice synchronous shift ", can not inner manual position application system of integrating enterprise tenant and the existing information application system of the tenant of enterprise.
Summary of the invention
The object of the present invention is to provide a kind of method and system that the common calling center service is provided, make the tenant of enterprise have the ability of flow custom change completely, can realize and the Call Center Platform system between data sharing and information application integration, to solve the following problem of prior art:
1. service logic flow process and operation thereof the position of supporting data is limited in the common calling center operator private network of that each tenant of enterprise is difficult to visit, sealing;
2. both safeguarded operation platform (as telecommunication public network access, the queuing of traffic route etc.) owing to being subjected to prior art to limit to the common calling center operator that causes, again the unreasonable division of labor of maintenance application platform (using with integrated) as automatic speech flow process, manual position.Reasonably should to be that common calling center operator only provides general, standard and open operation platform in the division of labor, vary, have individual demand enterprise's application platform customization and safeguard then by the tenant of enterprise and finish according to self actual demand.
The object of the present invention is achieved like this, a kind of method that the common calling center service is provided, application platform that described method is based on the operation platform of service provider and the tenant of enterprise cooperatively interacts and carries out alternately, the operation platform of described service provider comprises that in logic exchange inserts part, automatic voice responding and route queuing part, the operation maintenance administrative section, the described tenant's of enterprise application platform is positioned at the tenant's of enterprise privately owned private network, comprise privately owned archive server in logic, the manual position terminal equipment, be connected by public IP network between the operation platform of described service provider and the tenant's of enterprise the privately owned private network, it is characterized in that, the described method of common calling center service that provides may further comprise the steps: described exchange insert part receive the client by the call of telephone public network to the tenant of enterprise after, phone PCM voice signal is converted to the VOIP VoP; Described automatic voice responding and the long-range loading of route queuing part enterprise are arranged in the XML flow process instruction of the privately owned private network of tenant, insert the VOIP VoP of part and pass through the mutual of phone DTMF key mode and telephone customer from exchange according to the XML flow process instruction process of returning, finish the automatic voice responding of the tenant of enterprise to its client, if the client needs the manual position service, can also finish the route queuing; Described exchange inserts part will need the phone of manually answering to be transferred to manual position terminal equipment in the privately owned private network of the tenant of enterprise by public IP network, directly call control and event report in this locality by the customer phone that the manual position terminal equipment in the privately owned private network of the described tenant of enterprise comes transferring.
According to method of the present invention, it is characterized in that, the described XML flow process instruction of returning is to define generation by the tenant of enterprise voluntarily according to its professional reality, can revise flexibly, need not any participation of service provider, and be placed on the static or dynamic XML flow process instruction on the privately owned archive server of the tenant of enterprise.
According to method of the present invention, it is characterized in that, described dynamic XML flow process instruction is that the privately owned archive server of the described tenant of enterprise is according to local shell script, existing information system and privately owned real time data in the privately owned private network of the visit tenant of enterprise are dynamically generated and are returned the XML flow process instruction of service provider operation platform by shell script.
According to method of the present invention, it is characterized in that, the automatic voice responding of described service provider and route queuing part can but be not limited to use the URL loading position to represent XML flow process instruction in the privately owned private network of the long-range loading tenant of enterprise of mode, the host-host protocol that adopts during loading can be but be not limited to http protocol that described XML flow process command format can be but be not limited to the VoiceXML form.
According to method of the present invention, it is characterized in that, the described tenant's of enterprise manual position terminal equipment can be software mode or hardware mode, and has a kit (SDK) of supporting secondary development, based on this kit, can construct the personalized manual agent system of the tenant of enterprise special use, existing information system in the privately owned private network of integrating enterprise tenant and privately owned real time data.
According to method of the present invention, it is characterized in that the described tenant's of enterprise manual position terminal equipment and kit thereof have the real-time listening function of local recording and IP based network.
The present invention also provides the system that realizes the inventive method, described system comprises the operation platform of service provider and the tenant's of enterprise application platform, the operation platform of described service provider comprises that in logic exchange inserts part, automatic voice responding and route queuing part, the operation maintenance administrative section, the described tenant's of enterprise application platform is positioned at the tenant's of enterprise privately owned private network, comprise privately owned archive server in logic, the manual position terminal equipment, be connected by public IP network between the operation platform of described service provider and the tenant's of enterprise the privately owned private network, it is characterized in that, described exchange inserts part and adopts the VOIP gateway, the one end connects telecommunication bureau's end switch (telephone public network), the other end connects the tenant's of enterprise the addressable public's IP network of privately owned private network, the PCM voice signal from telephone public network can be converted to the VOIP VoP; Described automatic voice responding and route queuing part are an XML browser and interpreters, and the XML flow process instruction that the tenant of enterprise on the privately owned archive server in the long-range loading tenant of the enterprise internal network is specific is also carried out and explanation; The privately owned archive server of the described tenant of enterprise can return static XML flow process instruction, also can carry out local shell script, existing information system and privately owned real time data in the visit tenant of the enterprise internal network dynamically generate, return the instruction of dynamic XML flow process by shell script; The described tenant's of enterprise manual position terminal equipment is the VOIP terminal equipment of band SDK kit, and the customer phone that can come transferring is directly called out control and event report in this locality.
Implement a kind of method and system that the common calling center service is provided of the present invention, because its exchange inserts part and adopts the VOIP gateway, can with pulse code modulation (pcm) speech conversion the VOIP VoP from telephone network, its automatic voice responding and route queuing part adopt the VoiceXML protocol description of standard and explain flow process, automatic voice responding that the tenant of enterprise is specific and route queuing flow process script are placed in the tenant's of enterprise the internal network, therefore, the tenant of enterprise can have the ability of flow custom change completely, can realize data sharing and information application integration between the tenant of enterprise information system and the Call Center Platform system, the practicality and the real-time of common calling center service have been improved, the complexity and the workload of the operation maintenance of common calling center operator have been reduced, application system and hardware device input cost have been reduced, thereby reduced the operation cost and the lease cost of common calling center service, had good economic benefits and social benefit.
Description of drawings
Fig. 1 is system's connection diagram of an embodiment of common calling center service of the present invention system;
Fig. 2 is the overview flow chart of common calling center service system handles customer phone incoming call shown in Figure 1;
Fig. 3 is the detail flowchart of the automatic voice responding part in the overview flow chart of Fig. 2;
Fig. 4 is the detail flowchart of the route queuing part in the overview flow chart of Fig. 2.
Embodiment
As shown in Figure 1, in one embodiment of the invention, common calling center service system comprises that exchange inserts part, automatic voice responding and route queuing part, operation maintenance administrative section, common document server, O﹠M and billing database.The tenant's of enterprise internal network is connected with broadband metropolitan area network by adsl (asymmetric digital subscriber line) broadband network accesses such as (ADSL).
The function of the each several part of system and effect are as follows:
(1) exchange inserts and adopts the VOIP gateway, and the effect of this part is:
A, access: the one end is connected with telephone network, the other end is connected with broadband metropolitan area network, adopt simulation or digital line interface with being connected of telephone network, signaling can be analog junction, cno.1 signaling, Chinese Signaling System Number 7 or ISDN Pri signaling, with the network interface that adopts standard that is connected of broadband metropolitan area network, realize the processing of signalings such as call setup, maintenance and release.
B, conversion: built-in VOIP agreement (H.323 or Session Initiation Protocol) and voice compression algorithm can be converted to the VOIP VoP with the PCM voice signal in the telephone network, so that handle or transmit in broadband metropolitan area network in operation platform.
C, exchange: this can with PCM voice flow in the telephone network and with broadband metropolitan area network in the exchange of VOIP voice flow connect, realize that automatic voice responding service and manual position answer service.
D, voice: built-in speech processes resource, can realize speech processes such as playback, recording and transmitting-receiving Dual Tone Multifrequency.
(2) automatic voice responding and route queuing part adopts the VoiceXML protocol description of standard and explains flow process, and the effect of this part is:
A, automatic voice responding and route queuing flow process load: can load the VoiceXML flow file of automatic voice responding and route queuing from the Local or Remote network in universal resource identifier (URL) mode according to the tenant's of enterprise configuration information.
B, explanation automatic voice responding and route queuing flow process: built-in VoiceXML interpreter, can explain the VoiceXML flow file.
C, exchange inserted the interface interchange of part: the flow process instruction of VoiceXML flow file is converted into the interface interchange that exchange is inserted part, realizes playback, collect the digits and automatic voice responding and manual position switched service such as switching.
The effect of (3) operation maintenance administrative section is:
The hardware parameter configuration of A, operation platform, networking connects configuration, agreement and signaling configuration, redundancy with failover capabilities management, day-to-day operation status report and alarm etc.
B, the tenant's of enterprise the management of opening an account, function is open-minded, configuration information, charging policy etc.
(4) effect of common document server is:
A, cached document server: when automatic voice responding and route queuing part is fetched automatic voice responding and route queuing flow process VoiceXML file according to the tenant's of enterprise the archive server of configuration information to telecommunication network, on the common document server, place a buffer memory, use for visit next time, to quicken the loading of automatic voice responding and route queuing flow process VoiceXML file.
B, common document server:, its automatic voice responding and route queuing flow process VoiceXML file can be positioned over the common document server if when the tenant of enterprise does not dispose long-range privately owned archive server.
C, backup document server:, will from the common document server, take out its standby automatic voice responding and route queuing flow process VoiceXML file if when the tenant's of enterprise privately owned archive server can't be visited.
(5) effect of O﹠M and billing database is:
Preserve the data of the operation maintenance administrative section generation of operation platform, preserve the metering data of the generation in the operation process.
The operation principle of the each several part of common calling center service of the present invention system is:
The automatic voice responding of operation platform and route queuing part receive the VOIP VoP through conversion, extract the DNIS that it comprises earlier, tell this calling with this and belong to which tenant of enterprise, then, load specific automatic voice responding of the tenant of this enterprise and route queuing flow process script as required, and according to instruction process VOIP VoP in automatic voice responding and the route queuing flow process script and mutual with telephone customer.
This processing procedure is characterised in that:
Automatic voice responding that A, the tenant of enterprise are specific and route queuing flow process script file are placed on the archive server in the tenant's of enterprise the internal network, the tenant's of enterprise internal network is connected with broadband metropolitan area network (public network) by broadband network accesses such as ADSL, and dynamic or static, thereby can make the route queuing part of operation platform can have access to this automatic voice responding and route queuing flow process script to operation platform registration location identifying information (IP address and port);
When being arranged in automatic voice responding on the tenant of the enterprise internal network archive server and route queuing flow process script, the visit of the automatic voice responding of B, operation platform and route queuing part adopts HTTP (HTTP), this agreement is one of the most frequently used agreement on the internet, have very strong network environment adaptive capacity and network penetration capacity, can guarantee the visit reliability and the fail safe of automatic voice responding and route queuing flow process script;
C, automatic voice responding and route queuing flow process script can dynamically be generated by archive server according to the access parameter that the automatic voice responding and the route queuing part of operation platform are sent, any existing information system or privately owned real time data in dynamic generative process on the addressable tenant's of enterprise the internal network, visiting the rule of inner existing information system or privately owned real time data when dynamically generating is independently finished by the tenant of enterprise, simultaneously, the establishment and the modification of automatic voice responding and route queuing flow process script are also independently finished by the tenant of enterprise.
Be provided with manual agent system in the tenant's of enterprise the internal network, when the needs manual position is served, the access parameter that archive server reception operation platform sends (comprises the current seat of having logined, add up its service time, should lead to customer phone intersection record etc.), route queuing policy script according to autonomous formulation, the manual position representative that decision is first-selected, the automatic voice responding of operation platform and route queuing part are according to the first-selected manual position representative of returning, this customer phone is passed through broadband metropolitan area network together with related data, be transferred to the VOIP data packet form on the PC work station of first-selected manual position representative.
This processing procedure is characterised in that:
The algorithm of A, route queuing is finished by route queuing policy script in the tenant of enterprise one side, this script can be visited tenant's existing information system of enterprise or privately owned real time data, if the tenant of enterprise one side queuing failure, then in the queuing of operation platform one side, strategy is: the seat of seeking longest-idle in the login seat;
B, being transferred to seat from operation platform, to represent the customer phone of PC work station be with the VOIP data packet form, by broadband metropolitan area network, passes the exit point of the tenant of enterprise broadband access network, transmits to arrive the tenant of enterprise internal network.
Manual agent system uses the voip client end to realize answering customer phone, recording and monitor function, and uses the seat application software of the personalization of the corresponding kit exploitation coupling tenant of enterprise demand, and realization is closely integrated with tenant's existing information system of enterprise.
This processing procedure is characterised in that:
The ticket writing of A, customer phone is stored in by the operation platform portion in the billing database of operator, submits a script of giving on the tenant's of enterprise the archive server simultaneously to, is kept in the private data storehouse according to the tenant's of enterprise form and requirement;
B, recording and monitoring realize by calling the function that kit provides in the manual position application software, employing Streaming Media Sampling techniques are recorded at the manual position end but not are concentrated on the distribution record type of recording on the operation platform, recording file can be kept at the internal network optional position according to the tenant's of enterprise form and requirement, monitor and adopt the Streaming Media broadcast mode to realize, to inner Web broadcast.
As shown in Figure 2, the overall procedure of common calling center service system handles customer phone of the present invention incoming call is as follows:
1, customer phone is dialled in
Customer phone inserts part by the exchange that telephone network arrives operation platform, exchange inserts network interface (simulation still numeral) and the used signaling (simulation) of part according to the configuration information appointment, carry out Signalling exchange and negotiation with the telecommunication bureau's end switch in the telephone network, final foundation called out connection (PCM voice flow).
2, be converted to the VOIP VoP
It is the VOIP packet according to configuration information specified coding compressed format and VOIP agreement (H.323 still being SIP) with the PCM speech conversion that the exchange of operation platform inserts part.
3, add the DNIS sign
The exchange of operation platform inserts line identification (for analog interface) or the relaying sign (for digital interface) of part according to the carrying client phone, and line identification and relaying sign and the tenant's of enterprise matching relationship in the configuration information, the tenant's of enterprise of mating from configuration information DNIS joins in the VOIP packet.At this moment the VOIP packet is transferred to automatic voice responding and route queuing section processes.
4, read the called tenant's of enterprise archive server positional information according to the DNIS sign
The automatic voice responding of operation platform and route queuing part are read the called tenant's of enterprise archive server positional information according to the DNIS sign that the VOIP packet carries from configuration information.
5, be established to the connection of the called tenant of enterprise archive server
The automatic voice responding of operation platform and route queuing part are according to the called tenant's of enterprise archive server positional information, and trial is established to the connection of the called tenant's of enterprise archive server.Noticing that the called tenant's of enterprise here archive server can be the archive server in the privately owned private network of remote enterprise tenant, also can be the common document server in the local operator private network.Connect and load and all adopt http protocol.
6, determine the whether success of connection of the called tenant of enterprise archive server.
If the flow file version information in the archive server is at first fetched in 7 successful connections, then load initial VoiceXML flow file.Notice that whether the flow file version information of fetching when setting up according to connection during loading and the decision of the buffer memory in the common document server are really from the still loading of the buffer memory from local common document server of long-range loading.
If 8 connection failures then are redirected to connection local common document server.
9, after connection failure is redirected, then load initial VoiceXML flow file.In an embodiment of the present invention, each tenant of enterprise is when opening an account, be required on the common document server, to place a standby VoiceXML flow file, prevent because the archive server inaccessible in the remote enterprise tenant private network, correspondingly, VoiceXML flow file on the archive server in the remote enterprise tenant private network is the main VoiceXML flow file of using.Following code snippet 1 example a simple VoiceXML flow file.
10, explain the initial VoiceXML flow file of operation one by one
General one section welcome voice and other voice play of initial VoiceXML flow file, allow the customer phone button need select automatic voice responding service or manual position service then, perhaps, to enter the automatic voice responding service still be the manual position service to direct instruction.It is repeatedly mutual with the telephone key-press client to explain that one by one operation may comprise.
11, judge it is automatic voice responding service or manual position service
If the automatic voice responding service enters the automatic voice responding flow process, if the manual position service enters queuing route flow process.
12, no matter be the automatic voice responding flow process, the route of still lining up flow process all needs the per step operation of omnidistance record, with taking statistics and chargeing.
<？xml?version＝″1.0″encoding＝″UTF-8″？>
<！DOCTYPE?vxml?SYSTEM″http：//www.voicexml.org/voicexml1-0.dtd″>
<vxml?version＝″1.0″>
<menu?id＝″MainMenu″dtmf＝″true″>
＜prompt〉to welcome to send a telegraph Zhuhai Lixunna Science and Technology Co., Ltd., automatic speech is please by 1, and manual service is please by 0.
</prompt>
<choice?dtmf＝″1″next＝″#form?1″></choice>
<choice?dtmf＝″0″next＝″http：//www.listener.com/trans″></choice>
</menu>
<form?id＝″form1″>
<field?name＝″date″modal＝″true″type＝″dtmf″>
<dtmf?src＝″builtin：dtmf/digits？length＝8″/>
＜prompt〉please import the weather conditions on date inquiry same day of 8 figure places.For example, 20030801.
</prompt>
<filled>
<submit next＝″http：//www.listener.com./QueryWeather″?method＝″get″
namelist＝″date″/>
</filled>
</field>
</form>
</vxml>
Code sample segment 1: initial VoiceXML flow file
As shown in Figure 3, the detailed process of automatic voice responding part is as follows:
1, loads automatic voice responding VoiceXML flow file
Adopt method identical among Fig. 2 to load automatic voice responding VoiceXML flow file with loading initial VoiceXML flow file.
2, explaining operation VoiceXML flow file one by one, is exactly that the VoiceXML interpreter resolves into independent flow process instruction with the VoiceXML flow file.
3, each process record is in enterprise tenant's private data storehouse.Recording operation is finished by the program threads that separates, realize by sending the URL instruction mode to archive server: the URL instruction representative record that the common document server in local private network sends advances the O﹠M and the billing database of operator, the URL instruction representative record tenant of the enterprise private data storehouse that the archive server in remote enterprise tenant private network sends.The URL instruction storehouse operation that must read and write data by the script executing on the archive server.
4, judge whether the instruction of executory flow process is the VoiceXML instruction of changeing artificial, if, change the queuing route flow process of Fig. 4 over to, if not, next step carried out.
5, judge whether to comprise the URL instruction.
If 6 comprise URL instruction, then this instructs and is simple local atomic instructions, and the instruction that can directly carry out is general as the text synthetic speech, plays voice, with client's telephone key-press (collecting the digits) etc. alternately.
If 7 comprise the URL instruction, then submit this URL instruction and access parameter thereof to archive server.Access parameter is specified in flow file.The statement in the code snippet 1 for example:
＜submit next=" http://www.listener.com./QueryWeather " method=" get " namelist=" date "/〉 be exactly URL instruction.
8, submit the URL instructions later to, the automatic voice responding of operation platform and queuing routing section enter the wait process.Notice that the wait process includes the timeout treatment logic, just waits for the return results less than archive server within a certain period of time, can do default processing,, be redirected or default instructions etc. as bomp.
9, archive server is carried out the script of URL correspondence
Archive server finds corresponding script according to routing information and the parameter of URL, carries out script.Notice that script can be the popular server script language that any archive server is supported, such as: JSP, ASP, even CGI, ISAPI/NSAPI program etc.
10, the script engine of archive server judges whether have file read-write and transfer operation in the script, if having, jumps to the 11st step, if do not have, jumps to the 12nd step.
QueryDb.javaimport java.io.*; Public class QueryDbextends HttpServlet{ public void doget (HttpServletRequest req, HttpServlet res) throws IOException, ServlevException { int iRcdNum; Res.setContentType (" text/xml "); ServletOuputStream out=res.getOuputStream (); Class.forName (" AnyDbDriver ") .newInstance (); Try ... String strQuery=" select Info from T Weather where date="+req.getParameter (" Date "); Connection conn=DriverManger.getConnection (" jdbc:AnyDB: // "+DBHost+ DBName+ "? user="+DBUser+ " ﹠amp; Amp; PassWord="+DBPwd); Statement stmt=conn.CreateStatement (); ResultSet rs=stmt.executeQuery (strquery); While (rs.next ()) { matches.addElement (rs.GetString (" Date ")); IRcdNum++; Conn.close (); Catch (Exception e) { out.println (e.getMessage ()); Out.println ("＜? xml version=" 1.0 "＞"); Out.println ("＜vxml version=" 1.0 "＞"); Out.println ("＜form＞"); If (iRcdNum=0) { out.println ("＜prompt＞not corresponding record.＜/prompt＞"); Else out.println ("＜prompt＞weather conditions are "+matches.elementAt (0)+"＜/prompt＞"); Out.println ("＜/form＞"); Out.println ("＜/vxml＞");
Code sample segment 2: database access JSP script
11, archive server script engine and operation platform are finished jointly and are carried out corresponding file read-write and transfer operation, are finished and jump to the 14th step return results.
12, the script engine of archive server judges whether have the database access operation in the script, if having, jump to the 13rd step, if do not have, jump to the 14th step return results.Code sample segment 2 is exactly a simple database access script.
13, the archive server script engine is carried out the database accessing operation, is finished and jumps to the 14th step return results.
14, the archive server script engine is formatted as the VoiceXML grammatical form with execution result, returns to operation platform, continues to explain operation by operation platform.
As shown in Figure 4, the detailed process of queuing routing section is as follows:
1, the URL request and the access parameter of structure queuing route.
For example, the statement in the code sample segment 1:＜choice dtmf=" 0 " next=" http://www.listener.com/trans "〉＜/choice〉be exactly the artificial URL request of a switching.
2, operation platform is submitted URL request and access parameter to archive server.
3, operation platform has entered the wait archive server return results stage after archive server is submitted URL request and access parameter to.Note, this wait stage band timeout treatment ability, yet promptly back at the appointed time archive server does not return, and then is advanced into intended flow certainly, such as, inform the client, allow the client select further action voluntarily with telephone key-press.
If 4 at the appointed time archive server returned first-selected manual position, then operation platform is transferred to customer phone on the first-selected seat work station, queuing route flow process finishes.
If 5 back at the appointed time archive servers have not returned first-selected manual position as yet, then the voice suggestion client is to continue to wait for or enter the automatic voice responding flow process, receives client's telephone key-press instruction then.If customer selecting enters the automatic voice responding flow process, then jump to Fig. 3 flow process, if customer selecting continues wait, then jump to the 7th step and continue to carry out route queuing policy script.
6, after archive server receives the URL request and access parameter of operation platform transmission,, find the queuing policy script of this URL correspondence according to the routing information of URL.
7, the script engine of archive server is carried out route queuing policy script.Following code sample segment 3 is represented a simple queuing routing policy script.
8, the script engine of archive server judges whether have the database access operation in the script, if having, jump to the 9th step, if do not have, jump to the 10th step return results.
9, the archive server script engine is carried out the database accessing operation, is finished and jumps to the 10th step return results.
10, the archive server script engine is formatted as the VoiceXML grammatical form with execution result, returns to operation platform, the manual position that indication is first-selected.
Transfer.javaimport java.io.*; Import javax.servlet.*; Import javax.servlet.http.*; Import java.sql.; Import java.lang.*; Import java.util.*; Public class Transfer extends HttpServlet{ public void doGet (HttpServletRequest req, HttpServletReponse res) throws IOException, SevletException { res.setContentType (" text/xml "); ServletOuputStream out=res.getOuputStream (); Int AgentId; Int Agents=GetAgent (); For (int i=0; I＜Agents; I++) AgentId=FindAgentbyMaxFreeTime (); String PhoneNum=GetAgentPros (EXTNUM, AgnetId); Out.println ("＜? xml version=" 1.0 " encoding=" UTF-8 "?＞"); Out.println ("＜vxml version=" 1.0 "＞"); Out.println ("＜form＞"); Out.println ("＜transfer dest=" phone: // "); Out.print (PhoneNum); Out.print (" " bridge=" false " maxtime=" 15s " name=" Trabsfer "＞"); Out.println ("＜prompt＞is you operator that transfers, and just a moment,please.＜/prompt＞"); Out.println ("＜filled＞"); Out.println ("＜if cond=" Transfer==noanswer "＞"); Out.println ("＜prompt＞sorry, on-hook is asked in the switching failure.＜/prompt＞″)； out.println(″ ＜/if＞″)； out.println(″ ＜/filled＞″)； out.println(″ ＜/transfer>″)； out.println(″ ＜/form＞″)； out.println(″＜/vxml＞″)；}
Code sample segment 3: queuing routing policy JSP script
Claims (7)
1. method that the common calling center service is provided, application platform that described method is based on the operation platform of service provider and the tenant of enterprise cooperatively interacts and carries out alternately, the operation platform of described service provider comprises that in logic exchange inserts part, automatic voice responding and route queuing part, the operation maintenance administrative section, the described tenant's of enterprise application platform is positioned at the tenant's of enterprise privately owned private network, comprise privately owned archive server in logic, the manual position terminal equipment, be connected by public IP network between the operation platform of described service provider and the tenant's of enterprise the privately owned private network, it is characterized in that, the described method of common calling center service that provides may further comprise the steps: described exchange insert part receive the client by the call of telephone public network to the tenant of enterprise after, phone PCM voice signal is converted to the VOIP VoP; Described automatic voice responding and the long-range loading of route queuing part enterprise are arranged in the XML flow process instruction of the privately owned private network of tenant, insert the VOIP VoP of part and pass through the mutual of phone DTMF key mode and telephone customer from exchange according to the XML flow process instruction process of returning, finish the automatic voice responding of the tenant of enterprise to its client, if the client needs the manual position service, can also finish the route queuing; Described exchange inserts part will need the phone of manually answering to be transferred to manual position terminal equipment in the privately owned private network of the tenant of enterprise by public IP network, directly call control and event report in this locality by the customer phone that the manual position terminal equipment in the privately owned private network of the described tenant of enterprise comes transferring.
2. method according to claim 1, it is characterized in that, the described XML flow process instruction of returning is to define generation by the tenant of enterprise voluntarily according to its professional reality, can revise flexibly, need not any participation of service provider, and be placed on the static or dynamic XML flow process instruction on the privately owned archive server of the tenant of enterprise.
3. method according to claim 2, it is characterized in that, described dynamic XML flow process instruction is that the privately owned archive server of the described tenant of enterprise is according to local shell script, existing information system and privately owned real time data in the privately owned private network of the visit tenant of enterprise are dynamically generated and are returned the XML flow process instruction of service provider operation platform by shell script.
4. method according to claim 1, it is characterized in that, the automatic voice responding of described service provider and route queuing part can but be not limited to use the URL loading position to represent XML flow process instruction in the privately owned private network of the long-range loading tenant of enterprise of mode, the host-host protocol that adopts during loading can be but be not limited to http protocol that described XML flow process command format can be but be not limited to the VoiceXML form.
5. method according to claim 1, it is characterized in that, the described tenant's of enterprise manual position terminal equipment can be software mode or hardware mode, and has a kit (SDK) of supporting secondary development, based on this kit, can construct the personalized manual agent system of the tenant of enterprise special use, existing information system in the privately owned private network of integrating enterprise tenant and privately owned real time data.
6. method according to claim 5 is characterized in that, the described tenant's of enterprise manual position terminal equipment and kit thereof have the real-time listening function of local recording and IP based network.
7. common calling center service system that realizes the described method of claim 1, described system comprises the operation platform of service provider and the tenant's of enterprise application platform, the operation platform of described service provider comprises that in logic exchange inserts part, automatic voice responding and route queuing part, the operation maintenance administrative section, the described tenant's of enterprise application platform is positioned at the tenant's of enterprise privately owned private network, comprise privately owned archive server in logic, the manual position terminal equipment, be connected by public IP network between the operation platform of described service provider and the tenant's of enterprise the privately owned private network, it is characterized in that, described exchange inserts part and adopts the VOIP gateway, the one end connects telecommunication bureau's end switch (telephone public network), the other end connects the tenant's of enterprise the addressable public's IP network of privately owned private network, the PCM voice signal from telephone public network can be converted to the VOIP VoP; Described automatic voice responding and route queuing part are an XML browser and interpreters, and the XML flow process instruction that the tenant of enterprise on the privately owned archive server in the long-range loading tenant of the enterprise internal network is specific is also carried out and explanation; The privately owned archive server of the described tenant of enterprise can return static XML flow process instruction, also can carry out local shell script, existing information system and privately owned real time data in the visit tenant of the enterprise internal network dynamically generate, return the instruction of dynamic XML flow process by shell script; The described tenant's of enterprise manual position terminal equipment is the VOIP terminal equipment of band SDK kit, and the customer phone that can come transferring is directly called out control and event report in this locality.
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| Application Number | Priority Date | Filing Date | Title |
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| CN03155893A CN100579086C (en) | 2003-08-26 | 2003-08-26 | Method and system for providing public calling centre service |
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| CN03155893A CN100579086C (en) | 2003-08-26 | 2003-08-26 | Method and system for providing public calling centre service |
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| CN100579086C CN100579086C (en) | 2010-01-06 |
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| CN03155893A Expired - Fee Related CN100579086C (en) | 2003-08-26 | 2003-08-26 | Method and system for providing public calling centre service |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100464555C (en) * | 2004-01-20 | 2009-02-25 | 联想(北京)有限公司 | A system and method for realtime interaction of telephone speech based on voicexml |
| WO2009053860A1 (en) * | 2007-10-26 | 2009-04-30 | Shyam Kedare | Aural compensation for achieving uniform accessibility for computing resources |
| WO2010111861A1 (en) * | 2009-03-30 | 2010-10-07 | 中兴通讯股份有限公司 | Voice interactive method for mobile terminal based on vocie xml and apparatus thereof |
| CN102075403A (en) * | 2009-11-20 | 2011-05-25 | 中兴通讯股份有限公司 | Method and system for configuring route queuing strategy |
| CN105227791A (en) * | 2015-10-16 | 2016-01-06 | 江苏腾云创智信息技术有限公司 | The jump method of call center IVR voice path |
| CN108063876A (en) * | 2016-11-09 | 2018-05-22 | 普工（上海）企业管理有限公司 | A kind of telephone outbound call method based on web page end |
| CN110324500A (en) * | 2019-05-07 | 2019-10-11 | 重庆天蓬网络有限公司 | The method that softphone uses call center |
| CN112929498A (en) * | 2021-01-18 | 2021-06-08 | 平安科技（深圳）有限公司 | Multi-tenant voice call processing method, device, equipment and storage medium |
-
2003
- 2003-08-26 CN CN03155893A patent/CN100579086C/en not_active Expired - Fee Related
Cited By (11)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100464555C (en) * | 2004-01-20 | 2009-02-25 | 联想(北京)有限公司 | A system and method for realtime interaction of telephone speech based on voicexml |
| WO2009053860A1 (en) * | 2007-10-26 | 2009-04-30 | Shyam Kedare | Aural compensation for achieving uniform accessibility for computing resources |
| WO2010111861A1 (en) * | 2009-03-30 | 2010-10-07 | 中兴通讯股份有限公司 | Voice interactive method for mobile terminal based on vocie xml and apparatus thereof |
| US8724780B2 (en) | 2009-03-30 | 2014-05-13 | Zte Corporation | Voice interaction method of mobile terminal based on voiceXML and mobile terminal |
| CN102075403A (en) * | 2009-11-20 | 2011-05-25 | 中兴通讯股份有限公司 | Method and system for configuring route queuing strategy |
| CN105227791A (en) * | 2015-10-16 | 2016-01-06 | 江苏腾云创智信息技术有限公司 | The jump method of call center IVR voice path |
| CN105227791B (en) * | 2015-10-16 | 2018-02-16 | 江苏腾云创智信息技术有限公司 | The jump method of call center's IVR voice paths |
| CN108063876A (en) * | 2016-11-09 | 2018-05-22 | 普工（上海）企业管理有限公司 | A kind of telephone outbound call method based on web page end |
| CN110324500A (en) * | 2019-05-07 | 2019-10-11 | 重庆天蓬网络有限公司 | The method that softphone uses call center |
| CN110324500B (en) * | 2019-05-07 | 2020-07-24 | 重庆天蓬网络有限公司 | System for soft telephone using call center |
| CN112929498A (en) * | 2021-01-18 | 2021-06-08 | 平安科技（深圳）有限公司 | Multi-tenant voice call processing method, device, equipment and storage medium |
Also Published As
| Publication number | Publication date |
|---|---|
| CN100579086C (en) | 2010-01-06 |
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