JP2003289335A - VoIP-CAPABLE IVR SYSTEM ALSO USING STREAM REPRODUCING METHOD - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To fulfill a request of a terminal and to implement rational services. <P>SOLUTION: In the IVR system for dealing with a VoIP by also using a stream reproducing method, a call processing part 1 decides whether call processing from a terminal 5 or 6 and a communication service request of the terminal are one-way communications or two-way communications, a voice storage 2 stores voice data, a voice processing part 3 performs two-way voice communication processing for storing a voice signal from the terminal into the voice storage, reproducing the voice data into voice signal and transmitting it to the terminal, and a stream reproduction server 4 reproduces the voice data in the voice storage and performs the one-way communications with the terminal. The call processing part identifies the request of the terminal from an incoming address selected by the terminal and when the request is the two- way voice communications, it is handled by the voice processing part but when the request is the one-way voice communications, it is handled by the stream reproduction server. <P>COPYRIGHT: (C)2004,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a VoIP voice communication service provided via a communication network such as the Internet. More specifically, the present invention relates to a VoIP compatible IVR system that determines whether a voice communication service requested by a terminal is bidirectional or unidirectional, and if it is unidirectional, responds to the service request by a stream reproduction method.

[0002]

2. Description of the Related Art An IVR system provides information to a user by reproducing voice guidance, identifies a DTMF (dual tone multi-frequency) signal sent from the user, and recognizes a user's utterance by voice. By accepting the input from the user by such a thing, the interactive process of selecting the guidance to be sent is performed.

In the conventional IVR system, it is not distinguished whether the service request of the terminal is two-way voice communication or one-way voice communication, and in general, all of them have been processed as two-way voice communication. Therefore, there are the following drawbacks.

Excessive call processing capacity of the IVR system is consumed.

Excessive consumption of line capacity.

As a result of using the processing capacity and line capacity of the system more than necessary in processing the terminal request,
High system cost.

[0007]

DISCLOSURE OF THE INVENTION The present invention solves the above-mentioned drawbacks of the conventional system, and provides means for transmitting the service requested by the terminal to the IVR system, and performs processing according to the request of the terminal.・ The equipment is arranged according to the demand of the terminal. Therefore, it is an object of the present invention to provide an IVR system that satisfies the requirements of terminals and enables rational service implementation.

[0008]

The present invention for solving the above-mentioned problems is characterized by the following constitutions.

(1) Vo using the stream reproduction method together
In an IVR system compatible with IP, a call processing unit that determines whether call processing from a terminal and a communication service request of the terminal are one-way communication or two-way communication, and a voice that stores voice data for interacting with the terminal A storage, a voice processing unit that stores a voice signal from the terminal in the voice storage, and performs a two-way voice communication process for reproducing voice data of the voice storage into a voice signal and transmitting the voice signal to the terminal; A stream reproduction server that reproduces the stored voice data and performs one-way communication with the terminal, the call processing unit identifies the request of the terminal by the destination address selected by the terminal, and if the request is bidirectional voice communication. Corresponds to the voice processing unit, and when the request is one-way voice communication, the stream reproduction server includes a corresponding unit.

(2) The terminal is structured to structure the destination address for accessing the IVR system, and the structured address is used to determine whether the service requested by the terminal is two-way voice communication or one-way voice communication. .

(3) The destination address for the terminal to access the IVR system is structured, a guidance field is provided in the address, and the type of guidance required by the terminal can be identified by the guidance field.

(4) The audio data is composed of an ordinary audio file and an audio file adopting a plurality of encoding methods corresponding to stream reproduction, and is used for bidirectional audio communication and unidirectional audio communication in response to a request from the terminal. It is characterized in that audio corresponding to various codecs is reproduced in response to any request.

(5) When the terminal requesting the one-way voice communication service inputs using a DTMF signal, I
It is characterized in that DTMF signal input processing is performed in a non-voice format conforming to ETF, RFC2833, or the like.

[0014]

Embodiments of the present invention will be described in detail below with reference to the accompanying drawings. This description is for a better understanding of the present invention and is not intended to limit the scope of the claims of the present invention.

FIG. 1 is a diagram for explaining an example of the configuration of an IVR system according to the present invention. Reference numeral 1 is a call processing unit for judging call processing from a terminal and whether a communication service request from the terminal is one-way communication or two-way communication. 2 is a voice storage for storing voice data for interacting with the terminal, 3 is DTMF signal reception and voice recognition / synthesis, for two-way voice communication with the terminal.
A voice processing unit that performs a recording process and bidirectionally communicates with the terminal.
Is a stream reproduction server that reproduces the audio data stored in the audio storage and performs one-way communication with the terminal. 5 is I
The terminal 6 requests the VR system for the two-way voice communication service, and the terminal 6 requests the IVR system for the one-way voice communication service.

The audio data is composed of an ordinary audio file and an audio file that employs a plurality of encoding methods corresponding to stream reproduction, and either bidirectional audio communication or unidirectional audio communication is performed according to a request from the terminal. It is preferable to reproduce the voice corresponding to various codecs in the request.
In addition, the terminal requesting the one-way voice communication service is a DTM.
When inputting using F signal, IETF, RFC2
It is preferable to perform input processing of the DTMF signal in a non-voice format such as 833.

In FIG. 1, when the terminal 5 or 6 accesses the IVR system to request a voice service, the call processing unit 1 of the IVR system analyzes the destination address selected by the terminal, and the request from the terminal is bidirectional voice. Whether it is communication or one-way voice communication is determined, and depending on the result, the service processing is entrusted to either the voice processing unit 3 in the case of two-way voice communication or the stream reproduction server 4 in the case of one-way voice communication.

The audio processing unit 3 or the stream reproduction server 4 specified by the request of the terminal accesses the audio storage 2 specified according to the service request desired by the terminal, extracts predetermined audio data, reproduces it, and provides it to the terminal. To do.

FIG. 2 is a diagram showing the structure of the destination address that can be selected when the terminal accesses the IVR system. F1 is a field indicating the type of voice communication requested by the terminal, and n is requested by the terminal. Guidance is specified.

In FIG. 2, f1 is "vxml" when the terminal desires bidirectional voice communication, and "Stream" when it desires unidirectional voice communication. Which terminal has selected in the service request is shown in FIG.
As described in the operation description of 1., the call processing unit 1 of the IVR system
Identified by. n indicates the type of guidance requested by the terminal, and the selection content is determined by the scenario execution unit 1A of the call processing unit shown in FIG. The format of the audio data used for audio reproduction is automatically selected using the information used for making the call connection.

FIG. 3 is a diagram showing a processing procedure of the IVR system for a service request of the terminal on the premise of the configuration of the IVR system shown in FIG. 1 and the destination address selectable by the terminal shown in FIG. S31 is a process for receiving a service request from the terminal, S32 is a process for determining whether the terminal request is two-way voice communication or one-way voice communication, and S33 is a voice processing unit of the IVR system for the two-way voice communication request from the terminal. Whether or not it is possible, S34 is a call process when the IVR system can handle the bidirectional voice communication request from the terminal, and S35 is I in response to the one-way voice communication request from the terminal.
A process for determining whether or not the stream reproduction method of the VR system is compatible, S36 is a call process when the IVR system is compatible with the one-way voice communication request from the terminal, and S37 is an error process.

With such a structure, the VoIP compatible IV using the stream reproducing method according to the present invention together
The R system is capable of: -providing means for transmitting the service requested by the terminal to the IVR system, performing processing according to the request of the terminal, and-arranging equipment according to the request of the terminal.

[0023]

As described above, the VoIP compatible IVR system combined with the stream reproduction method according to the present invention: provides a means for transmitting a service requested by the terminal to the IVR system and responds to the request of the terminal. Since it is possible to perform the processing, ・ The equipment can be arranged according to the request of the terminal, ・ The service request of the terminal can be identified, and the one-way voice communication request can be dealt with by the stream reproduction method. The processing cost is preserved, and the number of voice processing units for two-way voice communication is reduced to reduce the system cost.

To increase the number of simultaneous service request connections by reducing the required processing capacity in the service request processing of the terminal and optimizing the number of voice processing units mounted.

If the request for two-way voice communication is complicated, one-way voice communication is recommended for the terminal. The effect such as can be expected.

[Brief description of drawings]

FIG. 1 is a schematic diagram of a V using a stream reproduction method according to the present invention together.
The block diagram of an oIP compatible IVR system.

FIG. 2 is an example of a structured destination address for access to a system selectable by a terminal in a VoIP compatible IVR system according to the present invention.

FIG. 3 is a processing procedure diagram for a terminal request of the IVR system according to the present invention.

[Explanation of symbols] 1 ... Call processing unit 2 ... Voice storage 3 ... Voice processing unit 4 ... Stream playback server 5, 6 ... Terminal f1 ... Terminal service request type n ... Guidance number specified by the terminal S31 ... Incoming call processing S32 ... Bidirectional voice communication request determination process S33 ... Possibility determination process for voice processing unit S34 ... Two-way call processing S35 ... Stream playback correspondence possibility determination processing S36 ... One-way call processing processing S37 ... Error handling

   ─────────────────────────────────────────────────── ─── Continued front page    (72) Inventor Ken Itaga             2-3-1, Otemachi, Chiyoda-ku, Tokyo             Inside Telegraph and Telephone Corporation F-term (reference) 5D015 KK02                 5D045 AB26                 5K030 HB01 JT01 KA20

Claims (5)

[Claims] 1. A VoIP using a stream reproduction method together
An IVR system corresponding to the above, wherein a call processing unit that determines whether call processing from a terminal and a communication service request from the terminal are one-way communication or two-way communication, and a voice storage that stores voice data for interacting with the terminal When,
A voice processing unit that stores a voice signal from the terminal in the voice storage and performs a two-way voice communication process for reproducing the voice data of the voice storage into a voice signal and transmitting the voice signal to the terminal, and a voice stored in the voice storage. The stream processing server that reproduces data and performs one-way communication with the terminal, the call processing unit identifies the request of the terminal by the destination address selected by the terminal, and if the request is two-way voice communication, the voice A VoIP using a stream reproducing method, characterized in that the stream reproducing server is provided with means for supporting the processing unit and corresponding to the request when the request is one-way voice communication.
Compatible IVR system. 2. The terminal is structured to structure a destination address for accessing the IVR system, and the structured address is used to determine whether the service requested by the terminal is two-way voice communication or one-way voice communication. A VoIP-compatible IVR system that also uses the stream reproduction method described in Item 1. 3. The structure in which the destination address for the terminal to access the IVR system is structured, a guidance field is provided in the address, and the type of guidance required by the terminal can be identified by the guidance field. A VoIP compatible IVR system that also uses the stream reproduction method described in 2. 4. The audio data is composed of a normal audio file and an audio file that employs a plurality of encoding methods corresponding to stream reproduction, and is either bidirectional audio communication or unidirectional audio communication according to a request from a terminal. The VoIP compatible IVR system using the stream reproduction method according to any one of claims 1 to 3, which reproduces audio corresponding to various codecs in response to the request. 5. The IET when the terminal requesting the one-way voice communication service inputs using a DTMF signal.
The VoIP compatible IVR system using the stream reproduction method according to any one of claims 1 to 4, wherein DTMF signal input processing is performed in a non-voice format conforming to F, RFC2833, or the like.