TW201019671A - Internet real-time interaction system and the method thereof - Google Patents

Internet real-time interaction system and the method thereof Download PDF

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TW201019671A
TW201019671A TW97143154A TW97143154A TW201019671A TW 201019671 A TW201019671 A TW 201019671A TW 97143154 A TW97143154 A TW 97143154A TW 97143154 A TW97143154 A TW 97143154A TW 201019671 A TW201019671 A TW 201019671A
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Taiwan
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module
voice
video
customer service
platform
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TW97143154A
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Chinese (zh)
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TWI489840B (en
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Zheng-Xing Li
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Esoon China Corp
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Abstract

The invention is an internet real-time interaction system and the method thereof. It comprises at least one internet real-time interaction platform, at least one database, at least one consumer web interactive device and at least one multimedia message processing device for service staff. Users make use of the internet real-time interaction platform to apply member account and set the call dispatching rules of service staff for members in the database. Consumers read the call dispatching rules of database by the internet real-time interaction platform through the consumer web interactive device on the web for members, and establish link and proceed data transmission with the multimedia message processing device of the log-in service staff or telephone staff. And then internet customer service system of voice interaction, video interaction, text chat, text message, file transmission and voice message between consumers and service staff is established.

Description

201019671 六、發明說明： 【發明所屬之技術領域】 本發明為-翻路㈣絲之錢料雜，翻是會胃能隨時 上線申請與自行設定服務人員之聯繫方式，以提供即時語音互動、視 訊互動、文字交談、文字留言、槽案傳輸與語音留言之網路客戶服務。 【先前技術】 目前常見網頁上提供即時服務之系、统，如我國發明專利公告號第 473679號。其主要係利用在系統端建立-網站，網站上設有至少-個 電子商店網頁或可鏈結到其他電子商店_頁，在該_上具有-特 定的服務紐。消費者可透過網_覽系統端網站上的各家電子商店網 頁並可直接下單。若消費者需要電子商店服務人員的服務，例如解 說服務、可答疑問、口頭報價、下單、確認訂單等，只需選取上述服 雜’系統端便會自動接通消費者的網路電話設倾其所選擇之商店 的服務回健置如網路電話，而由魅服務人M接齡提供服務。 雖然該網頁上提供即時服務之系統，結合網路電話與網頁，增加 由商店端提供線上即時服務㈣子商齡統，使消f者摘覽網路商 店的同時’獲得新的服務。但該網頁上提供即時服務系統中，該網頁 及該服務鈕係由齡統所提供，且同—時間上僅能服務—位消費者， 而無法由商店依據自已的絲變更網頁内容、自行隨時申請使用以及 认疋服務人貞之聯繫方式。故_頁上提供即時服務祕在服務的機 201019671 動性上，仍有改善的空間。 【發明内容】 鑑於先前技術畴在的_，本㈣乃提供—種網卿時互動之 系統及其方法，能隨時上線申請會員帳號與設定會員服務人員之聯繫 方釦以滿足在同-時間上，允許不同消費者同時提出需求，以利提 供㈣者較佳賴懷模式’減少任何縣㈣者的錯過。 Ο 树上述之目的，本發明於網路即時互動之祕及其方法中，提 供至少-網路即時互動平台與至少—#料庫，使會員能_透過網際 網路至該網路㈣互動平錄行會員之帳物t與設定會員服務人員 聯繫方式的-呼叫分派規職料且儲存至㈣料庫中，且下載至少一 消費者網頁互動裝置嵌入會員之供劉覽網頁中，以及下載且安裝至少 -客服人貝多媒體訊息處理裝置於會員服務人員端，網路消費者點選 該網頁之該㈣相頁互練置，經細路㈣絲平台讀取該資料 庫中客服人貞射叫分派酬，與職該客服人貞多舰訊息處理裝 置或-電㈣統進行連線與資料傳輸，以建立能進行語音互動、視訊 互動、文字交淡、文字留言、播案傳輸與語音留言之網路客戶服務系 統其中’該網路即時互動平台包括一平台管理飼服器、一平台控制 舰器、一平台語音視訊串流伺服器以及一平台軟交換機祠服器；該 呼H刷係魏機分派、群崎派、賴等待分派或腳本分派。 本發月之網路即時互動之系統及其方法，除會員有上述之隨時上 線帳號申請與成疋會員服務人員之呼叫分派規則資料外，其亦提供服 201019671 務人員間相互支援之一呼叫支援，以及多個網路使用者亦可於特定的 時間内透過網際網路由一網路會議室入口端進入該網路即時互動平a 所控制之語音會議室，進行議題討論。 【實施方式】 兹配合圖式將本發明系統及較佳實施例詳細說明如下。 請參閱第一圖，其係為本發明系統之示意圖。其中包括： e 至少一網路即時互動平台1;至少一資料庫5〇;至少一消費者網 頁互動裝置60 ;至少-客服人員多媒體訊息處理裝置7〇 ;至少一電話 系統100 ;至少一消費者端11〇 ; 一網際網路12〇 :至少一客服人員端 130 ; —網路會議室入口端180。 其中’ s亥資料庫50用以儲存系統與會員設定之資料；該網路即時 互動平台1處理文字交談、文字留言、齡傳輸、語音交談、語音留 言’以及視訊交談之資料與控制訊號；該消費者網頁互動裝置6〇具有 參通話系統的語音視訊串流技術，嵌入會員之網頁上，以處理該消費者 端110與該網際網路端120間之文字交談、文字留言、播案傳輸、語 音交談、語音留言與視訊交談之控制訊號與資料；該客服人員多媒體 訊息處理裝置7G具有通話系統的語音視訊串流技術，安客服人負 之電腦系統上，以處理該客服人員端13〇與該網際網路端12〇間之登 入、文字交談、文字留言、财傳輸、語音交談、語音留言與視訊交 談之控制訊號與資料；該電話系統100處理一般電話與網路電話之信 號0 6 201019671 該消費者端m透過該消費者網頁互動裝置6Q，經該網際網路端 120，再經該網路即時互動平台1讀取該資料庫.與該客服人員多媒 體訊息處理褒置70或該電話系統咖建立連線；然後，該消費者端則 透過該消費者網頁互動裝置60轉換，經該網際網路端12〇，與該客服 人員多媒體訊息處理裝置70賴電話系統⑽傳輪文字交談、文字留 言、標案傳輸、語音交談、語音留言與視訊交談之資料。 該客服人員端130透過該客服人員多媒體訊息處理裝龍，經該 ❹網際網路端120 ’再經該網路即時互動平台i讀取該資料庫即，與其 他該客服人貞多雜訊息處理裝置7G或該電話纽丨⑽建立連線;、然 後，該客服人員端130透職客服人員多媒體訊息處理裝置7〇，經該 網際網路端120與其他該客服人員多媒體訊息處理裝置？〇傳輸文字交 談、文字时、檔案傳輸、語音交談、語音留言與視訊交談之資料， 或-亥客服人s端13G透過該客服人員多媒體訊息處理裝置，經該網 際網路端120,再經該網路即時互動平台i與該電話系統⑽傳輸語音 ❹交談與視訊交談之資料。 夕個網路使用者亦可於特定的時間内透過該網際網路由該網 路會議室入口端18〇進入該網路即時互動平台丨所控制之語音會議 室，進行議題討論。 請參閱第二圖、第五圖、第六圖、第七圖、第八圖以及第九圖， 其係分別為本發明系統之實施例A、消費者網頁互動裝置、客服人員多 媒體訊息處理裝置、平台管理伺服器、平台控制伺服器以及呼叫分派 模組之方塊圖。其中包括·· 201019671 一網路即時互動平台1; 一資料庫50，· 一消費者網頁互動裝置6〇 ; 一客服人員多媒體訊息處理裝置70 ; —平台管理者網頁14〇 ; 一會員 管理者網頁150。 其中’該消費者網頁互動裝置60進一步包括：一語音視訊串流模 組61與一控制模組62 ;該語音視訊串流模組61更包括一語音壓縮模 組611、一語音解壓縮模組612、一視訊壓縮模組613、一視訊解壓縮 模組614、一語音輸出模組615、一語音輸入模組616、一視訊輸出模 ❹組617以及一視訊輸入模組618 ;該控制模組62更包括一訊號控制模 組62卜一文字圖片收發模組622以及一網路品質監測模組623。201019671 VI. Description of the invention: [Technical field of invention] The present invention is a method for connecting the road (four) silk, and the contact information of the stomach service can be applied at any time to provide instant voice interaction and video communication. Internet customer service for interaction, text chat, text message, slot transmission and voice message. [Prior Art] Currently, there are systems and systems for providing instant services on common web pages, such as China Invention Patent No. 473679. It is mainly used to establish a website on the system side, the website has at least one electronic store web page or can be linked to other electronic stores _ page, and there is a specific service button on the _. Consumers can browse through the e-shop web pages on the website of the system and place orders directly. If the consumer needs the services of the electronic store service personnel, such as comment service, answer questions, oral quotation, order placement, confirmation of orders, etc., simply select the above service system and the system will automatically connect to the consumer's network phone settings. The service of the store selected by the store is back to the Internet, and the service is provided by the charm service provider M. Although the system provides instant service on the webpage, combined with Internet telephony and webpages, the online instant service provided by the store side (4) is a sub-business age system, so that consumers can get new services while browsing online stores. However, in the instant service system provided on the webpage, the webpage and the service button are provided by the age system, and the same time-time can only serve the consumer, and the store cannot change the content of the webpage according to the self, and can The application method and the contact information of the service provider. Therefore, on the page, the machine that provides instant service secret service is available. 201019671 There is still room for improvement on the dynamics. SUMMARY OF THE INVENTION In view of the prior art domain, the (4) provides a system and method for interacting with the network, and can apply for a member account at any time to set up a contact with the member service personnel to meet the same time. Allow different consumers to simultaneously demand, in order to provide (4) the preferred mode of 'reducing the miss of any county (four).上述 For the above purpose, the present invention provides at least an online real-time interactive platform and at least a -# repository for the instant interaction of the network and the method thereof, so that the member can _ communicate through the Internet to the network (4) The member of the record member t and the contact information of the member service personnel are set to call the dispatching rules and stored in the (4) material library, and at least one consumer webpage interactive device is downloaded and embedded in the member's website for viewing, and downloaded. At least the customer service person multimedia message processing device is installed on the member service personnel side, and the network consumer selects the (four) phase page of the web page to practice each other, and the customer service person in the database is read by the fine road (four) silk platform. The payment is distributed, and the customer service person, multi-ship information processing device or electric (four) system is connected and data transmission to establish voice interaction, video interaction, text communication, text message, broadcast transmission and voice message. The network customer service system includes 'the network real-time interactive platform includes a platform management feeding device, a platform control ship, a platform voice video streaming server and a platform soft switch. Device; call the Department of Wei H brush machines are assigned, group Kawasaki camp, Lai waiting to be dispatched or script assignment. This month's online real-time interactive system and its methods, in addition to members who have the above-mentioned online application and the call distribution rules of the members of the member service, they also provide one of the support services for the 201019671 staff. And a plurality of network users can also enter a network conference room entrance end through the Internet to access the voice conference room controlled by the network instant interactive a for a specific time to discuss the topic. [Embodiment] The system and preferred embodiment of the present invention will be described in detail below with reference to the drawings. Please refer to the first figure, which is a schematic diagram of the system of the present invention. The method includes: e at least one network instant interactive platform 1; at least one database 5; at least one consumer webpage interaction device 60; at least a customer service personnel multimedia message processing device 7; at least one telephone system 100; at least one consumer End 11〇; an Internet 12〇: at least one customer service terminal 130; - a network conference room entrance end 180. The 'shai database 50 is used to store the information set by the system and the member; the instant interactive platform 1 processes the text chat, the text message, the age transmission, the voice conversation, the voice message, and the data and control signals of the video conversation; The consumer webpage interaction device 6 has a voice video streaming technology of the participating call system, and is embedded on the member's webpage to process the text conversation, text message, and broadcast transmission between the consumer terminal 110 and the internet terminal 120. Voice communication, voice message and video chat control signal and data; the customer service multimedia message processing device 7G has a voice video streaming technology of the call system, on the computer system of the customer service person to handle the customer service personnel The Internet terminal 12 login, text chat, text message, financial transmission, voice conversation, voice message and video chat control signal and data; the telephone system 100 handles the general telephone and network telephone signal 0 6 201019671 The consumer terminal m passes through the consumer webpage interaction device 6Q, passes through the internet terminal 120, and then passes through the network. The instant interactive platform 1 reads the database, and establishes a connection with the customer service multimedia message processing device 70 or the phone system coffee; then, the consumer terminal converts through the consumer webpage interaction device 60, via the Internet The road end 12〇, and the customer service multimedia message processing device 70 rely on the telephone system (10) to transmit text chat, text message, standard transmission, voice conversation, voice message and video conversation data. The customer service personnel terminal 130 processes the mobile device through the multimedia service of the customer service personnel, and reads the database through the network interactive terminal i through the network end 120', and the other customer service personnel have more miscellaneous message processing. The device 7G or the telephone button (10) establishes a connection; and then, the customer service terminal 130 transmits the customer service personnel multimedia message processing device 7 through the Internet terminal 120 and other multimedia service processing devices of the customer service personnel. 〇 transferring text chat, text, file transfer, voice chat, voice message and video chat data, or - Hai customer service s end 13G through the customer service multimedia message processing device, via the Internet terminal 120, and then The network instant interactive platform i communicates with the telephone system (10) the voice, conversation and video conversation data. The Internet user can also use the Internet to route the entrance point of the network conference room to the voice conference room controlled by the online interactive platform for discussion in a specific time. Please refer to the second diagram, the fifth diagram, the sixth diagram, the seventh diagram, the eighth diagram and the ninth diagram, which are respectively the embodiment A of the system of the invention, the consumer webpage interaction device, and the customer service personnel multimedia message processing device. Block diagram of the platform management server, platform control server, and call dispatch module. Including: · 201019671 a network instant interactive platform 1; a database 50, · a consumer web page interaction device 6; a customer service personnel multimedia message processing device 70; - platform manager web page 14〇; a member manager web page 150. The consumer webpage interaction device 60 further includes a voice video stream module 61 and a control module 62. The voice video stream module 61 further includes a voice compression module 611 and a voice decompression module. 612, a video compression module 613, a video decompression module 614, a voice output module 615, a voice input module 616, a video output module group 617, and a video input module 618; the control module The 62 further includes a signal control module 62, a text picture transceiver module 622, and a network quality monitoring module 623.

該客服人員多媒體訊息處理裝置70進一步包括一語音視訊串流 模組71與一控制模組72 ·，該語音視訊串流模組71更包括一語音壓縮 模組71卜-語音解壓職組712、-視訊壓縮模組713、一視訊解壓 縮模組714、-語音輸出模組715、一語音輸入模組？16、一視訊輸出 模組717以及-視訊輸入模組718 ;該控制模組72更包括一訊號控制 模組72卜-文字圖片收發模組722、一登入模組诩、一文字留言管 理模組724、-語音留言管理模組725以及一客服支援模組伽。° 該網路即時互動平台！進-步包括_平台管理舰器_一平台 控制舰㈣㉟平台管理舰器1G更包括—會員帳戶管理模组^、 -即時監減·组12以及-互動服賊置產生器13;該平台控制條器 3〇更包括-訊號控讎組31、一文字交談模組％、一客服支援模组 33以及-呼叫分派模組34 ;該呼叫分派模組如係選自隨機分派模組 34!、群組分派模組342、序列等待分派模⑽3及腳本分派模組辦 201019671 中至少一種。 動裝版該語音壓縮模_輸入且壓 '，費者端110之;口曰資料流；該語音輸出模組615輪入 音壓縮模組611之語音資料流至網際網路謂；該語音輪入模: ===請之語音資料流；該語音解壓_^= =θ輪入模組616之語音資料流至消費者端m;該視訊壓縮模 者端UQ之娜料流；該視訊輪出模組6n 613之視赠概糊際_端⑽；該視 618輸入網際網路端⑽之視訊資料流；該視訊解壓縮模 | 入且解壓縮該視訊輸入模組618之視訊資料 110;該訊號控制模組叫理消費者之文字交談、文字卜、= 輸、語音交談、纽立卜… 。日@ 及概紐之控做號；社字圖片收 ❿ 發模組622處理峨之文彻、文字留言’以繼傳輸之資料； 該網路品質監測模組623處理系統之網路連線品質信號。 該客服人員多媒體訊息_裝置70之該語音難模組7ΐι輸入且 _客服人員端13〇之語音資料流；該語音輸級组715輸入且傳送 該語音廳模組711之語音資料流至網際網路端哪該語音輸入模組 716輸入，網際網路端12〇之語音資料流；該語音賴縮模、組712輸入且 解壓縮該語音輸入模組716之語音資料流至客服人員端伽；該視訊壓 縮模組713輪入且壓縮客服人員端13〇之視訊資料流；該視訊輸出模 組717輸人且舰該觀驗模組713之觀資讎㈣際網路端 120 ;該視訊輸入模、组718輸入網際網路端12〇之視訊資料流；該視訊 201019671 解_模組m輸入且解壓縮該視訊輸入模組718之視訊倾流至客 服人員端13〇;該訊號控制模組721處理客服人員之 5、播案傳輸、語音交談、語音留言，以及視訊交談之控制訊號；該 文字圖片收發模組722處理客服人員之文字交談、文字留言，以及標 案傳輸之資料；該登入模組723處理客服人員之登入控制信號與資料； "亥文字留吕官理椒組724處理客服人員之文字留言資料；該語音留言 管理模組725處理客服人員之語音留言資料；該客服支援模組汹建 ©立其他客戶服務的功能’例如提供客服人員可以回答客戶問題之工具。 該網路即時互動平台丨之該會戶管理模組u存取該資料庫 50相對應之資料’以處理會員之帳戶與設定會員客服人員一呼叫分派 規則與ϋ援之資料，其巾該呼叫躲賴係紐齡派、群組 分派、序列等待分派或腳本分派；該即時監控模組12處理並監控平台 系統的各項連線數據資料並控制系統的穩定度；該互動服務裝置產生 器13存取該資料庫50相對應之資料，以產生該消費者網頁互動裝置 ® 60與該客服人員多媒體訊息處理裝置70至會員端；該訊號控制模組 31存取該資料庫50相對應之資料，以處理該消費者網頁互動裝置6〇 或該客服人員多媒體訊息處理裝置70之文字交談、文字留言、檔案傳 輸、語音交談、語音留言’以及視訊交談之控制訊號建立連線；該文 字交談模組32存取該資料庫50相對應之資料，以處理該消費者網頁 互動裝置60與該客服人員多媒體訊息處理裝置7〇之文字交談、文字 留言’以及檔案傳輸之資料；該客服支援模組33讀取該資料庫50之 客服人員支援資料，以充分利用其他服務工具或相關資料回應客戶問 201019671 題；該呼叫分派模組34讀取該資料庫50之客服人員呼叫分派規則資 料，以分配該消費者網頁互動裝置6〇與客服人員呼叫分派規則所對應 之該客服人員多媒體訊息處理裝置7〇間之連線。 使用者透過該會員管理者網頁執行該網路即時互動平台J會 員帳戶管理模組11以申請會員帳號以及設定會員客服人員該呼叫分派 規則與該呼叫支援，且儲存至财辦5():會貞透過該會貞管理者網 頁150執行該網路即時互動平台i互動服務裝置產生器13，讀取該資 ©料庫50，以下載該消費者網頁互動裝置6〇與該客服人員多媒體訊息處 理裝置70。 將已下載補費者網頁互動裝置6〇欲入會員之網頁上，以及已下 載該客服人員多媒體訊息處理裝残安裝於所有客服人員之電腦系統 上；執勤中的客服人員透過該客服人員多媒體訊息處理裝置7〇登入模 組723傳送登入控制信號與資料，以執行該網路即時互 訊 控麵組3卜儲存已登入之客服人員資料至該資料庫50中。^ ° ® 、，消費者點選嵌入會員之網頁上之文字或語音視訊交談服務，啟動 該消費者網頁互動裝置6G訊號控讎組621傳送該文字或語音視訊交 談之控制訊號，執行該網路即時互動平台i訊號控制模組31讀取該資 料庫50該刊分藏職_已登人錄人貞請，喊機呼叫分 '底模組34之隨機分派模組341、群組分派模組342、序列等待分派模 組343或腳本分派模組344，再由該網路即時互動平台ι訊號控制模組 幻與該客服人員多媒體訊息處理裝置峨控麵組721傳輸控制訊 號建立連線。_路㈣互動平台1，㈣監鋪組12監控平台系統 201019671 的各項連線輯轉’並控獅統穩定度的狀況；科於該消費者網 頁互動裝置6G中所設之網路品f監測模組哪，係監控 的穩定度，以處理目前連線狀況，作謝娜^ f者端峨 消費者透過已魏之該消f者網纽動裝置6()文字圖片收發模 組622，經該網路即時互動平台i文字交談模組32錯存文字交談、文 字留言與標案傳輸之資料至該資料庫50，且與該客服人員多媒體訊息 處理裝置70文字圖片收發模組722傳輸文字交談與槽案傳輸之資料。 ❹ 消’費者透過已連線之該消費者網頁互動裝置60之語音壓縮模組 611 ”叩曰輸出模組615輸出語音資料流，以及視訊壓職、组613與視 訊輸出敝6Π獅視聰音料流，至财服人〇麵訊息處理 裝置70之語音輸入模組716與語音解壓縮模組712輸入語音資料流， 以及視訊輸人池718與視崎_模組714輸人視訊資料流。 客服人員透過已連線之該客服人員多媒體訊息處理裝置之語 音壓賴組711與#音輸出模組715輸出語音資料流，以及視訊壓縮 ©模組713與視訊輸出模組717輸出視訊語音資料流，至該消費者網頁 互動裝置60之語音輸入模組616與語音解壓縮模組612輸入語音資料 流’以及視訊輸入模組618與視訊解壓縮模組614輸入視訊資料流。 客服人員it職紐人貞彡媒體m縣置w客服支援模組 726 ’經該平台管理舰器10客服支援模組犯讀取該資料庫5〇内可 用的服務資料。 客服人員可透過該客服人員多媒體訊息處理裝置7()文字留言管 理模組724，經該網路即時互動平台i經文字交談難％讀取該資料 201019671 庫50之文字留言資料。 請參閱第三圖、第五圖、第七圖、第八圖、第九圖、第十圖以及 第十一圖，其係分別為本發明系統之實施例B、消費者網頁互動裝置、 平台管理伺服器、平台控制伺服器、呼叫分派模組、平台語音視訊串 流伺服器以及平台軟交換機伺服器之方塊圖。其中包括： 一網路即時互動平台1; 一資料庫50; —消費者網頁互動裝置60 ; 一電話系統100 ; —平台管理者網頁140 ; —會員管理者網頁150。 0 其中’該資料庫50、該消費者網頁互動裝置60、該平台管理者網 頁140以及該會員管理者網頁150如上所述。 該網路即時互動平台1除如上所述包括一平台管理伺服器1〇與一 平台控制伺服器30外，進一步包括一平台語音視訊串流祠服器2〇與 一平台軟交換機伺服器40;該平台語音視訊串流伺服器2〇更包括一用 戶端語音傳輸模組21、一系統端語音傳輸模組22、一語音壓縮處理器 23、一語音解壓縮處理器24、一語音留言模組25、一會議室控制模組 ® 26、一用戶端視訊傳輸模組27、一系統端視訊傳輸模組28、一視訊堡 縮處理器291以及一視訊解壓縮處理器292;該平台軟交換機伺服器 更包括一實體電話閘道器連接模組42與一網路電話閘道器連接模組 43 ° 該電話系統100進-步包括-般電話系統1〇1與網路電話系統 102 ;該一般電話系統101更包括一實體電話閘道器丨〇11與一般電話 機1012;該網路電話系統102更包括一網路電話閘道器丨〇21與一網路 電話機1022;該網路電話機1022係為硬體式網路電話或軟體式網路電 13 201019671 話。 纟中，該用戶端語音傳輸模組21傳輸語音資料流於網際網路端 12〇;該系統端語音傳輪模、址22傳輸語音資料流於該平台軟交換機伺 服器4〇;該語音解壓縮處理器24輸入且解壓縮該用戶端語音傳輪模組 21之語音資料流至該系統端語音傳輸模细22 ;該語音壓縮處理器烈 輸入且壓縮該綠縣音倾歡22之語音資料流至朗戶端語音傳 輸模組21 ;該語音留言模組25輸入該用戶端語音傳輸模組21之語音 ©資料流’儲存至該該資料庫5〇 ;該會議室控麵組26輸入該用戶: 音傳輸模組21之語音資料流，控綱際網路端12()赠音會議之連 線；該用戶端視訊傳輸模組27傳輸視訊資料流於網際網路端12〇 ;該 系統端視訊傳輸模組28傳輸視訊資料流於該平台軟交換機伺服器4〇 ; 該視贿壓縮處理器292輸入且解壓縮該用戶端視訊傳輸模組27之視 訊資料流至該系統端視訊傳輸模組28;該視峨縮處理器291輸入且壓 縮該系統端視訊傳輸模組28之視訊資料流至該該用戶端視訊傳輸模組 © 27 ;該實體電關道器連接模組42係由該平台控_服㈣控制以 傳輸該平台語音視訊串流伺服器2〇之語音資料流於該電話系統1〇〇 一 般電話緖1G1 ;該網路電闕道科賴組43係由該平纟控制舰 器30控制以傳輸該平台語音視訊串流舰器20之語音資料流或視訊資 料流於該電話系統100網路電話系統102。 該實體電話閘道器1〇11用以傳輸該一般電話機觀之信號；該 網路電話閘道器1〇21用以傳輸該網路電話機1022信號。 使用者申請會員帳號以及設定會員客服人員該呼叫分派規則、該 201019671 呼叫支援以及下載該消費者網頁互動裝置6G之方式如上述。 將已下載該消費者網頁互動裝置6〇嵌入會員之網頁上，未登入該 網路㈣互解台丨且可提供服務之客服人細於上該電料統⑽: 、/費者闕嵌人會員之_上之文字或語音視訊交談服務，啟動 該消費者網頁互動裝置60訊號控制模組621傳送該文字或語音視訊交 談之控制訊號，執行該網路即時互動平台^訊號控麵組&讀取該資 料庫50呼叫分派規則資料，以執行該啤叫分派模組34之隨機分派模 瘳組341、群組分派模組342、序列等待分派模組拗或腳本分派模組州 選擇該平台軟交換機伺服器4〇以建立連線。 消費者透職㈣相頁絲裝㈣之語音壓職_丨與語音 輸出模組615輸出語音資料流，以及視訊壓賴組613與視訊輸出模 組617輸出視訊語音資料流，至該網路即時互動平台i，該用戶端語音 傳輸模組21輸人語音資料流經該語音解壓縮處理$ %至該系統端語 音傳輸模、组22，以及該用戶端視訊傳輸模組27輸入視訊資料流經視訊 ❹解壓縮處理S 292至該系統端視訊傳輸模組28，再輸出語音資料流至 該平台軟交換機祠服器40之實體電話閘道器連接模组42,或輸出語音 視訊資料流至網路電話閘道器連接模組43，再經所對應實體電話閉道 器ion傳輸語音至服務人員之該一般電話機1〇12，或該網路電話閘道 器1021傳輸語音視訊至服務人員之該網路電話機丨〇22。 服務人員語音信號透過該一般電話機1〇12經該實體電話閘道器 1011，或語音視訊信號透過該網路電話機1022經該網路電話閘道器 1021 ’至所對應的該平台軟交換機伺服器4〇之實體電話閘道器連接模 201019671 組42或網路電話閘道器連接 43，傳輪語音資料至 串流偃器20之系統端語音傳輸模組22經該語音壓縮處二烈至該 用戶端語音傳輸模組21 ’以及視訊資料至該系統端視訊傳輸模組狀經 該_縮處理器291至該用戶端視訊傳輸模組打，再傳輸至該消費 者網頁互練置⑼之語請犧㈣16與料觸賴㈣2 ^入語 音資料流’以及視訊輸入模組618與視訊解壓縮模組614輸入視訊資 料流，輸出語音視訊仏號至消費者。 ❹ ㈣者可透過該消費者網頁互動裝置60經該網路㈣互動平台i 用戶端語音雜模組21至語音@言模組25 ’儲存語音时至該資料庫 50。 修鳴者亦可於特定__透職崎網路⑽由該網 路會議室入口端180進入該網路即時互動平台i會議室控讎組況控 制語音會議室，進行議題討論。 請參閱第四圖、第五圖、第七圖、第八圖、第九圖、第十圖以及 ❿第十-®，其係分別為本發明系統之實施例c、消費者網頁互動裝置、 平台管理飼服器、平台控制祠服器、呼叫分派模組、平台語音視訊串 流舰器以及平台軟交換機伺服器之方塊圖。其中包括： 網路即時互動平台i; 一資料庫5〇; 一消費者網頁互動裝置⑼； -客服人員多媒體訊息處理裝置7〇 ; 一電話系統1〇〇 ; 一平台管理者 網頁140 ; —會員管理者網頁15〇。 其中，該資料庫50、該消費者網頁互動裝置60、該客服人員多媒 體訊息處理裝置70、該電話系統1〇〇、該平台管理者網頁140以及該 16 201019671 會員管理者網請如上所述，·該網路即時互動平台】如上所述 4台管理舰器1G、-平台語音視訊串翻服㈣、—平台控制飼 服器30以及一平台軟交換機伺服器4〇。 如上所述，消費者可透過該消費者網頁互動裝置即經該網路即時 互動平台！平台控制鑛器3G建立與該客服人員多媒體訊息處理裝置 70之連線，而直接進行文字交談、播案傳輸、語音交談以及視訊交談； 亦可細«費者網頁互動裝置6〇經該網路即時互動平台ι平台控制 ❹錬H 30建讀㈣話純⑽之躲，⑽行語音職視訊交 谈。 客服人員可透過該客服人員多媒體訊息處理裝i 7〇經該網路即 時互動平σ 1平台控翻縣3Q建立與其職客服人員多媒體訊息處 =裝置70之連線而直接進行文字交談、槽案傳輸、語音交談以及視訊 交”炎’或建立與§彡電話纟、統之連線*進行語音交談以及視訊交談。 ’肖費者可透過該》肖費者網頁互動装置經該網路即時互動平台（ 用户端語音傳輸模組21至語音留言模組25，儲存語音留言至該資料庫 5〇 ;客服人員可透過該客服人員多媒體訊息處理裝置7〇語音留言管理 模組725與文字留言管理模組724，經該網路即時互動平台丨訊號控制 模組31分別讀取該資料庫5〇之文字留言與語音留言資料。 請參閱第十二圖，其係為本發明流程實施例之示意圖。其中步驟 如下··首先在步驟S10中，建構至少一資料庫50 ;接著，建構至少一 網路即時互動平台1，如步驟S20所示；接著，使用者經網際網路120 由該網路即時互動平台丨存取該資料庫5〇，以執行會員帳號及服務之 17 201019671 申請以及設定會員之服務人員的—呼叫分派朗及—呼叫支援之資 料，如步驟S30所示；接著，如步驟S4〇所示，會員經該網際網路泖 由該網路即時互動平台i下載至少—消費者互動裝置6q且嵌入會 員之供之網頁中，以及找且安裝至少—客服人員㈣體訊息處 理裝置70至會員之服務人員端13〇 ;最後，如步驟所示，消費者 點選該網頁之該消費者網頁互動裝置6〇經該網路即時互動平台上以啟 動該資料庫50中客服人員呼叫分派規則所對應的該客服人^媒體訊 β息^裝置70或一電話系統削，以建立能進行語音互動視訊互動、 文字交談與語音留言之-網路客戶服務系統。其中，該網路即時互動 平台卜該資料庫5〇、該消費者網頁互動裝置6〇、該客服人員多媒體 訊息處理裝置70以及該電話系統1〇〇，如上所述。 以上所述者，僅為本發明之-可行實施例的具體說明，並非用來 限定本發明實施之範圍。凡依本發明申請專利範圍所做的均等變化與 修飾，皆為本發明申請專利範圍所涵蓋，且在不變更本發明實質的實 ❿施例亦均屬本發明申請專利範圍。 201019671 【圖式簡單說明】 第一圖本發明系統之示意圖 第二圖本發明系統之實施例A之方塊圖 第三圖本發明系統之實施例B之方塊圖 第四圖本發明系統之實施例C之方塊圖 第五圖本發明系統之消費者網頁互動裝置之方塊圖 第六圖本發明系統之客服人員多媒體訊息處理裝置之方塊圖 第七圖本發明系統之平台管理伺服器之方塊圖 第八圖本發明系統之平台控制伺服器之方塊圖 第九圖本發明系統之呼叫分派模組之方塊圖 第十圖本發明系統之平台語音視訊串流伺服器之方塊圖 第十一圖本發明系統之平台軟交換機伺服器之方塊圖 第十二圖本發明流程實施例之示意圖 【主要元件符號說明】 S10、S20、S30、S40、S50 流程步驟 1 網路即時互動平台 10平台管理伺服器 11會員帳戶管理模組 12即時監控模組 13互動服^務裝置產生器 20平台語音視訊串流伺服器 21用戶端語音傳輸模組 22系統端語音傳輸模組 201019671 23語音壓縮處理器 24語音解壓縮處理器 25語音留言模組 26會議室控制模組 27用戶端視訊傳輸模組 28 系統端視訊傳輸模組 291視訊壓縮處理器 〇 292視訊解壓縮處理器 30 平台控制伺服器 31 訊號控制模組 32 文字交談模組 33 客服支援模組 34 呼叫分派模組 341 隨機分派模組 342 群組分派模組 343 序列等待分派模組 344 腳本分派模組 40 平台軟交換機伺服器 42實體電話閘道器連接模組 43網路電話閘道器連接模組 50 資料庫 60 消費者網頁互動裝置 20 201019671 61 語音視訊串流模組 611 語音壓縮模組 612 語音解壓縮模組 613 視訊壓縮模組 614 視訊解壓縮模組 615 語音輸出模組 616 語音輸入模組The client video processing device 70 further includes a voice video stream module 71 and a control module 72. The voice video stream module 71 further includes a voice compression module 71, a voice decompression group 712, - Video compression module 713, a video decompression module 714, a voice output module 715, a voice input module? 16. A video output module 717 and a video input module 718. The control module 72 further includes a signal control module 72, a text picture transceiver module 722, a login module, and a text message management module 724. - Voice message management module 725 and a customer service support module. ° The online interactive platform! The step-by-step includes _platform management ship_a platform control ship (four) 35 platform management ship 1G further includes - member account management module ^, - instant monitoring minus group 12 and - interactive service thief generator 13; the platform control The device 3 includes a signal control group 31, a text chat module %, a customer service support module 33, and a call dispatch module 34. The call dispatch module is selected from the random dispatch module 34! At least one of the component dispatch module 342, the sequence wait dispatch module (10) 3, and the script dispatch module office 201019671. The voice compression module _ input and pressure ', the consumer terminal 110; the mouth data stream; the voice output module 615 rounds the voice data stream of the sound compression module 611 to the Internet; Into the mode: ===Please voice data stream; the voice decompression _^= = θ wheeled into the module 616 voice data stream to the consumer end m; the video compression mode end UQ of the Na stream; the video wheel The module 6n 613 is shown as a video stream _ terminal (10); the video 618 is input to the video stream of the Internet terminal (10); the video decompression mode is input and decompresses the video data 110 of the video input module 618; The signal control module calls the consumer's text conversation, text, = loss, voice conversation, New Lib... The control of the day @ and the summary of the new year; the picture of the social image is received. The module 622 handles the text of the text, and the message is transmitted. The network quality monitoring module 623 handles the network connection quality of the system. signal. The voice service module 715 inputs and transmits the voice data stream of the voice hall module 711 to the Internet. The voice message module 715 inputs and transmits the voice data stream of the voice hall module 711 to the Internet. The voice input module 716 is input to the voice input module 716, and the voice data stream of the Internet terminal 12 is input; the voice reduction mode, the group 712 inputs and decompresses the voice data stream of the voice input module 716 to the customer service personnel terminal; The video compression module 713 rotates and compresses the video data stream of the customer service terminal 13; the video output module 717 enters the ship's observation module 713 (4) network terminal 120; the video input The mode and group 718 input the video data stream of the Internet terminal 12; the video 201019671 solution_module m input and decompress the video input module 718 to the customer service terminal 13; the signal control module 721 processing customer service personnel 5, broadcast transmission, voice conversation, voice message, and video chat control signal; the text picture transceiver module 722 handles the customer service text chat, text message, and the data transmission of the standard file The login module 723 processes the login control signals and data of the customer service personnel; "Haiwen Liu Luli Lijiao Group 724 handles the text message data of the customer service personnel; the voice message management module 725 processes the voice message data of the customer service personnel; the customer service support The module builds the functionality of other customer services, such as tools that provide customer service personnel with answers to customer questions. The network real-time interactive platform, the member management module u accesses the data corresponding to the database 50 to process the member's account and set the member's customer service personnel to call the distribution rules and support materials, and the towel calls the call The hiding system is a New Age, a group assignment, a sequence waiting dispatch or a script dispatch; the instant monitoring module 12 processes and monitors various connection data of the platform system and controls the stability of the system; the interactive service device generator 13 Accessing the data corresponding to the database 50 to generate the consumer webpage interaction device® 60 and the customer service multimedia message processing device 70 to the member; the signal control module 31 accessing the data corresponding to the database 50 To establish a connection between the consumer webpage interaction device 6 or the text message, text message, file transmission, voice conversation, voice message 'and video control control signal of the customer service multimedia message processing device 70; the text conversation mode The group 32 accesses the data corresponding to the database 50 to process the consumer webpage interaction device 60 and the customer service personnel multimedia message processing device. 7〇 text chat, text message 'and file transfer information; the customer service support module 33 reads the customer service support data of the database 50 to fully utilize other service tools or related materials to respond to customer questions 201019671; the call The dispatching module 34 reads the customer service call dispatching rule data of the database 50 to allocate the connection between the consumer webpage interactive device 6 and the customer service multimedia message processing device 7 corresponding to the customer service call dispatching rule. . The user executes the online instant interactive platform J member account management module 11 through the member manager webpage to apply for the member account and set the member customer service personnel to the call dispatching rule and the call support, and store it to the financial office 5(): Executing the network real-time interactive platform i interactive service device generator 13 through the conference manager webpage 150, reading the resource repository 50 to download the consumer webpage interaction device 6 and the customer service multimedia message processing Device 70. The downloaded payer webpage interactive device 6 is selected on the member's webpage, and the customer service personnel's multimedia message processing has been downloaded and installed on the computer system of all the customer service personnel; the customer service personnel on duty perform the multimedia message through the customer service personnel. The processing device 7 transmits the login control signal and the data to the login module 723 to execute the network instant messaging control group 3 to store the logged-in customer service personnel data into the database 50. ^ ° ® , the consumer clicks on the text or voice video chat service embedded on the member's webpage, activates the consumer webpage interactive device 6G signal control group 621 to transmit the control signal of the text or voice video conversation, and executes the network The instant interactive platform i signal control module 31 reads the database 50, the magazine is reserved for the magazine _ the registered person 贞, the caller calls the 'bottom module 34 random distribution module 341, the group dispatch module 342, the sequence waiting dispatching module 343 or the script dispatching module 344, and then the network real-time interactive platform ι signal control module magically establishes a connection with the customer service multimedia message processing device control plane group 721 transmission control signal. _ road (four) interactive platform 1, (four) monitoring group 12 monitoring platform system 201019671 various links to turn "and control the stability of the lion system; in the consumer web page interactive device 6G set up network products f Monitoring module, which is the stability of monitoring, to deal with the current connection status, for Xie Na ^ 者 峨 峨 峨 峨 峨 峨 峨 峨 魏 魏 魏 魏 魏 魏 魏 魏 魏 魏 魏 魏 魏 魏 魏 622 622 622 622 622 622 622 622 622 The network real-time interactive platform i text chat module 32 erroneously stores the text conversation, the text message and the document transmission data to the database 50, and transmits the text conversation with the customer service multimedia message processing device 70 text picture transceiver module 722. Information on the transmission of the case.费 ' 费 ' ' 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该 该The audio stream is input to the voice input module 716 and the voice decompression module 712 of the financial message processing device 70, and the video data stream is input to the video input pool 718 and the visual _ module 714. The customer service personnel output the voice data stream through the voice feedback group 711 and the # sound output module 715 of the connected customer service multimedia message processing device, and the video compression module 713 and the video output module 717 output the video voice data. The voice input module 616 and the voice decompression module 612 input voice data stream 'and the video input module 618 and the video decompression module 614 input the video data stream. New Zealand 贞彡 media m county set up customer service support module 726 'The platform management ship 10 customer service support module is committed to read the service data available in the database 5 。. The service personnel multimedia message processing device 7 () text message management module 724, through the network instant interactive platform i text chat difficult to read the text 201019671 library 50 text message data. Please refer to the third picture, the fifth picture The seventh diagram, the eighth diagram, the ninth diagram, the tenth diagram, and the eleventh diagram are respectively the embodiment B of the system of the invention, the consumer webpage interaction device, the platform management server, the platform control server, A block diagram of a call dispatching module, a platform voice video streaming server, and a platform softswitch server, including: a network instant interactive platform 1; a database 50; a consumer webpage interaction device 60; a telephone system 100 - platform manager web page 140; - member manager web page 150. 0 where 'the database 50, the consumer web page interaction device 60, the platform manager web page 140, and the member manager web page 150 are as described above. The real-time interactive platform 1 includes a platform management server 1 and a platform control server 30 as described above, and further includes a platform voice video streaming server. The platform softswitch server 40; the platform voice video stream server 2 further includes a client voice transmission module 21, a system side voice transmission module 22, a voice compression processor 23, and a voice decompression processor 24, a voice message module 25, a conference room control module® 26, a user video transmission module 27, a system video transmission module 28, a video fortification processor 291, and a video decompression processor 292; the platform softswitch server further comprises a physical telephone gateway connection module 42 and a network telephone gateway connection module 43 °. The telephone system 100 further comprises a general telephone system 1〇1 and a network The telephone system 102 further includes a physical telephone gateway 11 and a general telephone 1012. The network telephone system 102 further includes a network telephone gateway 21 and a network telephone 1022. The VoIP phone 1022 is a hardware VoIP phone or a soft network device 13 201019671. In the middle, the client voice transmission module 21 transmits the voice data stream to the Internet terminal 12; the system side voice transmission mode, the address 22 transmits the voice data stream to the platform softswitch server 4; the voice solution The compression processor 24 inputs and decompresses the voice data stream of the client voice transmission module 21 to the system-side voice transmission module 22; the voice compression processor inputs and compresses the voice data of the green county tone The voice message module 25 inputs the voice © data stream of the user voice transmission module 21 to the database 5; the conference control group 26 inputs the user : the voice data stream of the audio transmission module 21, the connection of the control network terminal 12 () to the voice conference; the user video transmission module 27 transmits the video data stream to the Internet terminal 12; The video transmission module 28 transmits the video data stream to the platform softswitch server 4; the video compression processor 292 inputs and decompresses the video data stream of the user video transmission module 27 to the system video transmission module. 28; the visual contraction processor 29 1 inputting and compressing the video data stream of the system-side video transmission module 28 to the user-side video transmission module © 27; the physical power-off device connection module 42 is controlled by the platform control device (4) to transmit the The voice data of the platform voice video streaming server is transmitted to the telephone system 1 〇〇 general telephone thread 1G1; the network power channel keel group 43 is controlled by the plane control vehicle 30 to transmit the platform voice video string The voice stream or video stream of the streamer 20 flows to the telephone system 100 network telephone system 102. The physical telephone gateway 1 11 is configured to transmit the signal of the general telephone set; the network telephone gateway 1 21 is configured to transmit the signal of the network telephone 1022. The manner in which the user applies for the member account and sets the member agent's call dispatching rule, the 201019671 call support, and the download of the consumer webpage interaction device 6G is as described above. The consumer webpage interactive device 6 has been downloaded and embedded on the member's webpage, and the customer service person who has not logged into the network (4) and provides services is finer than the electronic data system (10): The member's text or voice video chat service is activated to activate the consumer webpage interactive device 60 signal control module 621 to transmit the control signal of the text or voice video conversation, and execute the network instant interactive platform ^ signal control panel & Reading the database 50 call dispatch rule data to execute the random dispatch module group 341, the group dispatch module 342, the sequence waiting dispatch module, or the script dispatch module module of the beer dispatching module 34 to select the platform The softswitch server 4〇 establishes a connection. The consumer's voice (4) phased silk (4) voice press _ 丨 and voice output module 615 output voice data stream, and video pressure group 613 and video output module 617 output video voice data stream, to the network instant The interactive platform i, the user voice transmission module 21, the input voice data flows through the voice decompression process $% to the system-side voice transmission mode, the group 22, and the user-side video transmission module 27 inputs the video data flow through The video processing decompression processing S 292 is sent to the system side video transmission module 28, and then the voice data stream is outputted to the physical telephone gateway connection module 42 of the platform softswitch server 40, or the voice video data stream is outputted to the network. The telephone gateway is connected to the module 43 and then transmitted to the general telephone 1〇12 of the service personnel via the corresponding physical telephone closed device, or the network telephone gateway 1021 transmits the voice video to the service personnel. VoIP phone 丨〇 22. The service personnel voice signal passes through the physical telephone gateway 1011 through the general telephone 1 12, or the voice video signal passes through the network telephone 1022 through the network telephone gateway 1021 ' to the corresponding platform softswitch server. 4〇 physical telephone gateway connection mode 201019671 group 42 or network telephone gateway connection 43, the system voice transmission module 22 transmitting the voice data to the streamer 20 through the voice compression The user-side voice transmission module 21 ′ and the video data to the system-side video transmission module are sent to the user-side video transmission module via the _ reduction processor 291, and then transmitted to the consumer webpage for mutual practice (9). Please sacrifice (4) 16 and material touch (4) 2 ^ into the voice data stream 'and the video input module 618 and the video decompression module 614 to input the video data stream, and output the voice video nickname to the consumer. The user (4) can use the consumer webpage interaction device 60 to store the voice through the network (4) interactive platform i client voice module 21 to voice@word module 25'. The singer can also enter the network instant interactive platform i conference room control group voice control conference room to discuss the topic in a specific __ 职 职 崎 network (10). Please refer to the fourth figure, the fifth figure, the seventh figure, the eighth figure, the ninth figure, the tenth figure, and the tenth tenth--, which are respectively the embodiment c of the system of the invention, the consumer webpage interaction device, A block diagram of the platform management feeder, platform control server, call dispatch module, platform voice video streamer, and platform softswitch server. These include: a network instant interactive platform i; a database 5〇; a consumer webpage interaction device (9); a customer service personnel multimedia message processing device 7〇; a telephone system 1〇〇; a platform manager webpage 140; Manager page 15〇. The database 50, the consumer webpage interaction device 60, the customer service multimedia message processing device 70, the phone system 1〇〇, the platform manager webpage 140, and the 16 201019671 member manager network are as described above. · The network real-time interactive platform] as described above, 4 management ship 1G, platform voice video service (4), platform control feeder 30 and a platform soft switch server 4〇. As mentioned above, the consumer can interact with the webpage through the interactive web platform of the consumer! The platform control miner 3G establishes a connection with the customer service multimedia message processing device 70, and directly performs text chat, broadcast transmission, voice conversation, and video chat; and can also use the network. Instant interactive platform ι platform control ❹錬 H 30 to build (four) words pure (10) to hide, (10) line voice job video chat. The customer service staff can use the customer service personnel to process the text message and the slot case directly through the online interactive processing of the network, the real-time interactive ping 1 platform, and the 3Q establishment of the multimedia service department of the customer service staff = device 70. Transmission, voice chat, and video communication "inflammation" or establish a voice conversation and video chat with § 彡 彡 纟 统 统 。 。 ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' ' The platform (the user voice transmission module 21 to the voice message module 25 stores the voice message to the database 5; the customer service personnel can use the customer service multimedia message processing device 7 〇 voice message management module 725 and the text message management module The group 724, through the network real-time interactive platform, the signal control module 31 respectively reads the text message and the voice message data of the database. Referring to the twelfth figure, it is a schematic diagram of the process embodiment of the present invention. The steps are as follows: First, in step S10, at least one database 50 is constructed; then, at least one network real-time interactive platform 1 is constructed, as shown in step S20; The user accesses the database 5 via the Internet instant interactive platform to perform the membership account and service 17 201019671 application and set the member service personnel - call distribution - call The supporting information is as shown in step S30; then, as shown in step S4, the member downloads at least the consumer interaction device 6q from the network instant interactive platform i via the internet and embeds the member's webpage. And finding and installing at least the customer service personnel (4) body information processing device 70 to the member service staff member 13; finally, as shown in the step, the consumer clicks the web page of the consumer web page interaction device 6 through the network On the instant interactive platform, the customer service agent/media media information device 70 or a telephone system corresponding to the customer service personnel call dispatching rule in the database 50 is activated to establish a voice interactive video interaction, text chat and voice message. - an online customer service system, wherein the network instant interactive platform, the database 5, the consumer web interaction device, the customer service multimedia message The processing device 70 and the telephone system 1 are as described above. The above is only a specific description of the possible embodiments of the present invention, and is not intended to limit the scope of the practice of the present invention. The equivalent changes and modifications are all covered by the scope of the invention, and the embodiments of the invention are not subject to change. The invention is also within the scope of the invention. 201019671 [Simple description of the drawings] BRIEF DESCRIPTION OF THE DRAWINGS FIG. 2 is a block diagram of Embodiment A of the system of the present invention. FIG. 4 is a block diagram of Embodiment B of the system of the present invention. FIG. Block diagram of consumer webpage interactive device FIG. 6 is a block diagram of a multimedia message processing apparatus of a customer service system of the present invention. FIG. 7 is a block diagram of a platform management server of the system of the present invention. FIG. Block diagram FIG. 9 is a block diagram of a call dispatching module of the system of the present invention. FIG. 10 is a block diagram of a platform voice video streaming server of the system of the present invention. Figure 12 is a block diagram of a platform softswitch server of the system of the present invention. Figure 12 is a schematic diagram of an embodiment of the process of the present invention. [Summary of main component symbols] S10, S20, S30, S40, S50 Process Step 1 Network Instant Interactive Platform 10 Platform Management server 11 member account management module 12 real-time monitoring module 13 interactive service device generator 20 platform voice video streaming server 21 user-side voice transmission module 22 system-side voice transmission module 201019671 23 voice compression processor 24 voice decompression processor 25 voice message module 26 conference room control module 27 user video transmission module 28 system side video transmission module 291 video compression processor 292 video decompression processor 30 platform control server 31 signal Control module 32 text chat module 33 customer service support module 34 call dispatch module 341 random dispatch module 342 group component module 343 sequence waiting dispatch module 344 script dispatch module 40 platform soft switch server 42 physical telephone gate Channel connection module 43 network telephone gateway connection module 50 database 60 consumer web page interaction Voice descrambling module 612 2020101967161 video stream voice speech compression module 611 module 613 module 614 video video module 615 decompresses the compressed voice input voice output module 616 module

617 視訊輸出模組 618 視訊輸入模組 62 控制模組 621 訊號控制模組 622 文字圖片收發模組 623 網路品質監測模組 70 客服人員多媒體訊息處理裝置 71 語音視訊串流模組 711 語音壓縮模組 712 語音解壓縮模組 713 視訊壓縮模組 714 視訊解壓縮模組 715 語音輸出模組 716 語音輸入模組 717 視訊輸出模組 21 201019671 718 視訊輸入模組 72 控制模組 721 訊號控制模組 722 文字圖片收發模組 723 登入模組 724 文字留言管理模組 725 語音留言管理模組 φ 726 客服支援模組 100 電話系統 101 一般電話系統 1011實體電話閘道器 1012 —般電話機 102 網路電話系統 1021網路電話閘道器 © 1022網路電話機 110 消費者端 120 網際網路端 130 客服人員端 140 平台管理者網頁 150 會員管理者網頁 180 網路會議室入口端 22617 Video output module 618 Video input module 62 Control module 621 Signal control module 622 Text picture transceiver module 623 Network quality monitoring module 70 Customer service personnel Multimedia message processing device 71 Voice video stream module 711 Voice compression module Group 712 voice decompression module 713 video compression module 714 video decompression module 715 voice output module 716 voice input module 717 video output module 21 201019671 718 video input module 72 control module 721 signal control module 722 Text picture transceiver module 723 login module 724 text message management module 725 voice message management module φ 726 customer service support module 100 telephone system 101 general telephone system 1011 physical telephone gateway 1012 general telephone 102 network telephone system 1021 VoIP gateway © 1022 VoIP 110 Consumer 120 Internet side 130 Customer service side 140 Platform manager web page 150 Member manager web page 180 Network conference room entrance 22

Claims (1)

201019671 七、申請專利範圍： 1. 一種網路即時互動之系統，其係包括： A) 至少一資料庫(5〇) ,· B) 至少-消費者網頁互動裝置⑽），該消費者網頁互動裝置⑽進 一步包括： a) -語音視訊串流模組(61)，該語音視訊串流模組(61)轉換消費 者端（110)與網際網路端（12〇)間之語音及視訊資料流； b) -控麵_2)，該控制模組⑽處理消費者端⑽)與網際網 路端（120)間之控制訊號； C) 至少-客服人員多媒體訊息處理褒置⑽，該客服人員多媒體訊 息處理裝置(70)進一步包括： a) -語音視訊核難⑻，該語音觀核模組⑺)轉換客服 人員端（130)與網際網路端（12〇)間之語音及視訊資料流； b) -控麵組(72) ’雜麵組⑽處理客服人貞端⑴〇)與網際 網路端（120)間之控制訊號； D) 至少-網路即時互動平台⑴’該網路即時互動平台⑴進一步包 括： W-平台管理飼服器⑽，該平台管理伺服器⑽存取該資料庫 (50)相對應之資料，以處理會員之帳戶與月艮務申請、設定會員 之客服人員呼叫分派規則、處理系統之網路連線品質信號，以 及產生該消費者網頁互動裝置⑽與該客服人員多媒體訊息處 理裝置(70)至會員端； 23 201019671 b)—平台控制伺服器（30)，該平台控制伺服器（30)存取該資料庫 (50)相對應之資料，以處理該消費者網頁互動裝置(60)與該客服 人員多媒體訊息處理裝置（70)之控制訊號，以及執行會員之客服 人員呼叫分派規則。 2. —種網路即時互動之系統，其係包括： A) 至少一資料庫(5〇); B) 至少一消費者網頁互動裝置(6〇),該消費者網頁互動裝置(6〇)進 一步包括： a) —語音視訊串流模組(61)，該語音視訊串流模組(61)轉換消費 者端（110)與網際網路端（120)間之語音及視訊資料流； b) —控制模組(62) ’該控制模組(62)處理消費者端gi〇)與網際網 路端（120)間之控制訊號； C) 至少-網路㈣互動平台⑴，該網路即時互動平台⑴進一步包 括： a)平台管理舰器（1〇)，該平台管理伺服器⑽存取該資料庫 (5〇)相對應之資料’以處理會員之帳戶與服射請、設定會員之 客服人員呼叫分派顯、處理純之_連線品質信號，以及產 生該消費者網頁互動裝置(6〇)至會員端； H語音視訊串義服職），解台語音視訊_服器 =〇)存取該資料庫(50)相對應之資料，以處理網際網路端該消費 網頁互動裝置⑽與-電話系統⑽）間之語音及視訊資料 流’· 24 201019671 C)一平台軟交換機伺服器以们，該平台軟交換機伺服器（4〇)交換 該網路即時互動平台（1)與該電話系統(100)間之信號； d)—平台控制伺服器（3〇) ’該平台控制伺服器（3〇)存取該資料庫 (50)相對應之資料，以處理該消費者網頁互動裝置(6〇)之控制訊 號、控制該平台軟交換機飼服器（40)，以及執行會員之客服人員 呼叫分派規則》 3. —種網路即時互動之系統，其係包括： ❹ A)至少一資料庫(5〇); B) 至少一消費者網頁互動裝置(6〇)，該消費者網頁互動裝置(6〇)進 一步包括： a)—語音視訊申流模組(61),該語音視訊串流模組(61)轉換消費 者端（110)與網際網路端（12〇)間之語音及視訊資料流； W-控麵組(62) ’該控制模組⑽處理消費者端(與網際網 路端（120)間之控制訊號； C) 至少-客服人員多媒體訊息處理裝置⑽），該客服人員多媒體訊 息處理裝置(70)進一步包括： a) -語音她㈣模組⑻，該語音魏核模組⑻轉換客服 人員端（130)與網際網路端（Co)間之語音及視訊資料流； b) -控制模組(72)，該控制模組⑽處理客服人員端⑽)與網 際網路端（120)間之控制訊號； D) 至少-網路即時互動平台⑴，該網路即時互動平台⑴進一步包 括： 25 201019671 a) —平台管理伺服器（10)，該平台管理伺服器（10)存取該資料庫 (50)相對應之資料，以處理會員之帳戶與服務申請、設定會員之 客服人員呼叫分派規則與呼叫支援之資料、處理系統之網路連線 品質信號’以及產生該消費者網頁互動裝置(6〇)與該客服人員多 媒體訊息處理裝置(70)至會員端； b) —平台語音視訊串流伺服器（2〇)，該平台語音視訊串流何服器 (20)存取該資料庫(5〇)相對應之資料，以處理網際網路端該消費 者網頁互動裝置(60)或該客服人員多媒體訊息處理裝置（7〇)與 一電話系統（100)間之語音及視訊資料流； c) 一平台軟交換機伺服器（4〇)，該平台軟交換機伺服器w〇)交換 該網路即時互動平台（1)與該電話系統(1〇〇)間之信號； d) —平台控制伺服器（3〇),該平台控制伺服器（3〇)存取該資料庫 (50)相對應之資料，以處理該消費者網頁互動裝置(6〇)與該客服 人員多媒體訊息處理裝置(70)之控制訊號、控制該平台軟交換機 伺服器（40)，以及執行會員之客服人員呼叫分派規則與呼叫支 援。 4.如請求項卜2或3所述之網路即時互動之系統，其中，該消費者網 頁互動裴置（6〇)之語音視訊串流模組(61)更包括： A) —語音壓縮模組(611)，該語音壓縮模組(611)輸入且壓縮消費者 端（110)之語音資料流； B) 一語音輸出模組(615)，該語音輸出模組(6i5)輸入且傳送該語音 壓縮模組(611)之語音資料流至網際網路端（12〇); 26 201019671 C) 一語音輸入模組（616)，該語音輸入模組（616)輸入網際網路端 (120)之語音資料流； D) —語音解壓縮模組(612)，該語音解壓縮模組(612)輸入且解壓縮 該語音輸入模組(616)之語音資料流至消費者端（11〇); E) —視訊壓縮模組(613)，該視訊壓縮模組(613)輸入且壓縮消費者 端（110)之視訊資料流； F) —視訊輸出模組（617)，該視訊輸出模組(617)輸入且傳送該視訊 ❿ 壓縮模組(613)之視訊資料流至網際網路端（12〇); G) —視訊輸入模組（618),該視訊輸入模組（618)輸入網際網路端 (120)之視訊資料流； H) —視訊解壓縮模組(614)，該視訊解壓縮模組(614)輸入且解壓縮 該視訊輸入模組(618)之視訊資料流至消費者端（丨丨〇)。 5·如請求項1、2或3所述之網路即時互動之系統，其中，該消費者網 頁互動装置（60)之控制模組(62)更包括： 參 A)一訊號控制模組(621)，該訊號控制模組(621)處理消費者之文字 交谈、文字留言、檔案傳輸、語音交談、語音留言，以及視訊交 談之控制訊號； B)—文字圖片收發模組(622),該文字圖片收發模組(622)處理消費 者之文字交談、文字留言，以及檔案傳輸之資料； c)-網路品質監聰組(623)，該網路品f監測模_23)處理系統 之網路連線品質信號。 6.如請求項1、2或3所述之網路即時互動之系統，其中，該客服人員 27 201019671 多媒體訊息處理裝置（70)之語音視訊串流模組(71)更包括·· A) —語音壓縮模組(711)，該語音壓縮模組(711)輸入且壓縮客服人 員端（130)之語音資料流； B) —語音輸出模組(715) ’該語音輸出模組(715)輸入且傳送該語音 壓縮模組(711)之語音資料流至網際網路端（12〇); C) 一語音輸入模組（716) ’該語音輸入模組（716)輸入網際網路端 (120)之語音資料流； © D)一語音解壓縮模組(712)，該語音解壓縮模組(712)輸入且解壓縮 該語音輸入模组(716)之語音資料流至客服人員端（13〇); E) —視訊壓縮模組(713) ’該視訊壓縮模組(713)輸入且壓縮客服人 員端（130)之視訊資料流； F) —視訊輸出模組(717)，該視訊輸出模組(717)輸入且傳送該視訊 壓縮模組(713)之視訊資料流至網際網路端（12〇); G) —視訊輸入模組（718)，該視訊輸入模組（718)輸入網際網路端 © (120)之視訊資料流； H) —視訊解壓縮模組(714)，該視訊解壓縮模組(714)輸入且解壓縮 該視訊輸入模組(718)之視訊資料流至客服人員端（13〇)。 7.如請求項1、2或3所述之網路即時互動之系統，其中，該客服人員 多媒體訊息處理裝置(70)之控制模組(72)更包括： A)—訊號控制模組(721) ’該訊號控制模組(721)處理客服人員之文 子乂談、文字留&、檔案傳輸、語音交談、語音留言，以及視訊 交談之控制訊號； 28 201019671 B) —文字圖片收發模組(722)，該文字圖片收發模組(722)處理客服 人員之文字交談、文字留言，以及檔案傳輸之資料； C) 一登入模組(723)，該登入模組(723)處理客服人員登入之控制信 號與資料； D) —文字留言管理模組(724)，該文字留言管理模組(724)處理客服 人員之文字留言之資料； E) —語音留言管理模組(725)，該語音留言管理模組(725)處理客服 ❿ 人員之語音留言之資料； F) —客服支援模組(726)，該客服支援模組(726)建立提供客服人員 其他應用之服務工具。 8. 如請求項1、2或3所述之網路即時互動之系統，其中，該平台管理 伺服器（10)更包括： A) —會員帳戶官理模組（11)，該會員帳戶管理模組（11)存取該資料 庫(50)相對應之資料’以處理會員之帳戶、服務申請，以及設定 ® 會員之客服人員呼叫分派規則； B) —即時監控模組(12)，該即時監控模組(12)存取該資料庫(5〇)相 對應之資料，以處理平台系統的各項連線數據資料並控制系統的 穩定度； C) 一互動服務裝置產生器（13)，該互動服務裝置產生器（13)存取該 資料庫(50)相對應之資料，以產生該消費者網頁互動裝置(6〇)與 該客服人員多媒體訊息處理裝置(7〇)至會員端。 9. 如請求項1所述之網路即時互動之系統，其中，該平台控制伺服器 29 201019671 (30)更包括： A) —訊號控制模組(31)，該訊號控制模組(31)存取該資料庫(50)相 對應之資料’以處理該消費者網頁互動裝置(6〇)或該客服人員多 媒體訊息處理裝置(70)之文字交談、文字留言、檔案傳輸、語音 父談、語音留言’以及視訊交談之控制訊號建立連線； B) —文字交談模組(32)，該文字交談模組(32)存取該資料庫(50)相 對應之資料，以處理該消費者網頁互動裝置(6〇)與該客服人員多 • 媒體訊息處理装置（70)間之文字交談、文字留言，以及檔案傳輸 之資料； C) 一客服支援模組(33)，該客服支援模組(33)讀取該資料庫(50)之 客服人員呼叫支援資料，以提供客服人員其他應用之服務工具； D) —呼叫分派模組(34)，該呼叫分派模組(34)讀取該資料庫(50)之 客服人員呼叫分派規則資料，以分配該消費者網頁互動裝置（60) 與客服人員呼叫分派規則所對應之該客服人員多媒體訊息處理裝 ® 置(70)間之連線。 10.如請求項2所述之網路即時互動之系統，其中，該平台控制伺服器 (30)更包括： A) —訊號控制模組(31)，該訊號控制模組(31)存取該資料庫(5〇)相 對應之資料，以處理該消費者網頁互動裝置(60)之文字交談、文 字留言、檔案傳輸、語音交談、語音留言，以及視訊交談之控制 訊號建立連線； B) —文字交談模組(32)，該文字交談模組(32)存取該資料庫(50)相 30 201019671 對應之資料，以處理該消費者網頁互動裝置(60)之文字交談、文 字留言，以及檔案傳輸之資料； 〇一呼叫分派模組(34)，該呼叫分派模組(34)讀取該資料庫(5〇)之 客服人員呼叫分派規則資料，以分配立該消費者網頁互動裝置(60) 與客服人員呼叫分派規則所對應之該電話系統(100)間之連線。 11. 如請求項3所述之網路即時互動之系統，其中，該平台控制伺服器 (30)更包括： ❹ A)一訊號控制模組(31),該訊號控制模組(31)存取該資料庫(5〇)相 對應之資料，以處理該消費者網頁互動裝置（6〇)或該客服人員多 媒體訊息處理裝置（7〇)之文字交談、文字留言、檔案傳輸、語音 交談、語音留言，以及視訊交談之控制訊號； B) —文字交談模組(32)，該文字交談模組(32)存取該資料庫(5〇)相 對應之資料，以處理該消費者網頁互動裝置（6〇；)與該客服人員多 媒體訊息處理裝置（70)之文字交談、文字留言，以及檔案傳輸之 ❿ 資料； C) 一客服支援模組(33),該客服支援模組(33)讀取該資料庫(5〇)之 客服人員呼叫支援資料，以提供客服人員其他應用之服務工具； 一呼叫分派模組(34)，該呼叫分派模組(34)讀取該資料庫(5〇)之 客服人員呼叫分派規則資料，以分派該消費者網頁互動裝置(6〇) 與客服人員呼叫分派規則所對應之該客服人員多媒體訊息處理裝 置(70)間或該電話系統(1〇〇)間之連線。 12. 如請求項9、10或11所述之網路即時互動之系統，其中，該呼叫 31 201019671 刀派模組(34)係選自隨機分派模組(341)、群組分派模組(342)、序 列等待分派模組(343)及腳本分派模組(344)中至少一種。 13.如請求項2或3所述之網路㈣互動之祕，其中，該平台語音視 訊串流伺服器（20)更包括： A) -用戶端#f音傳輸模組⑵），獅戶端語音傳輸模組⑻傳輸語 音資料流於網際網路端（120); B) -系統端語音傳輸模組(22)，該系統端語音傳輸模組⑽傳輸語 音資料流於該平台軟交換機伺服器（4〇); c) 一語音壓縮處理器（23)，該語音壓縮處理器（23)輸入且壓縮該用 户端語音傳輸模組(21)之語音資料流至該系統端語音傳輸模組 (22)； D) —語音解壓縮處理器（24)，該語音解壓縮處理器（24)輸入且解愿 縮該系統端語音傳輸模組(22)之語音資料流至該用戶端語音傳 輸模組(21); E) —語音留言模組(25)，該語音留言模組(25)輸入該用戶端語音傳 輸模組(21)之語音資料流，儲存至該該資料庫(5〇); F) 一會議室控制模組(26)，該會議室控制模組(26)輸入該用戶端語 音傳輸模組(21)之語音資料流，控制網際網路端（12〇)間語音會 議之連線； G) —用戶端視訊傳輸模組(27) ’該用戶端視訊傳輸模組(27)傳輸視 訊資料流於網際網路端（120); H) —系統端視訊傳輸模組(28)，該系統端視訊傳輸模組(28)傳輸視 32 201019671 訊資料流於該平台軟交換機伺服器（40); I) 一視訊解壓縮處理器（292)，該視訊解壓縮處理器（292)輸入且解 壓縮該用戶端視訊傳輸模組(27)之視訊資料流至該系統端視訊 傳輸模組(28); J) 一祝訊壓縮處理器（291) ’該視訊壓縮處理器（291)輸入且壓縮該 系統端視訊傳輸模組(28)之視訊資料流至該該用戶端視訊傳輸 模組(27)。 © 14·如請求項2或3所述之網路即時互動之系統，其中，該平台軟交換 機伺服器（40)更包括： A) —實體電話閘道器連接模組(42)，該實體電話閘道器連接模組 (42) 係由該平台控制伺服器（3〇 )控制以傳輸該平台語音視訊串流 伺服器（20)之語音資料流於該電話系統（1〇〇)之一般電話系統 (101); B) —網路電話閘道器連接模組(43) ’該網路電話閘道器連接模組 (43) 係由該平台控制伺服器（30)控制以傳輸該平台語音視訊串流 伺服器（20 )之語音資料流或視訊資料流於該電話系統(1 〇〇)之網 路電話系統(102)。 15· —種網路即時互動之方法，該方法包括下列步驟： A) 建構至少一資料庫(5〇); B) 建構至少一網路即時互動平台（!）； C) 使用者經網際網路（12〇)由該網路即時互動平台（丨）存取該資料 庫(50)，以執行會員帳號及服務之申請以及設定會員之服務人員 33 201019671 的一呼叫分派規則及一呼叫支援之資料； W會員經該網際網路(120)由該網路即時互動平台下載至| — 消費者網頁互絲置⑽且叙會員之綱^網頁巾== 載且安裝至少-客服人員多媒體訊息處理裝置⑽至 務人員端（130); E)消費者點選該網頁之該消費者網頁互動裝置⑽經該網路即時 互解台⑴峨動該倾庫⑽中客服人員呼叫分派規則所對 〇 應的該客服人員多媒體訊息處理裝置⑽或-電話系統⑽）， 以建立能進行語音絲、視訊互動、文字交談與語音留言之一網 路客戶服務系統。 16.如請求項15所述之網路即時互動之方法，其中，步驟〇之該呼叫 分派規則係選自隨機分派、群組分派、序列等待分派與腳本分派中 至少一種； 步驟D)之該消費者網頁互動裝置(6〇)進一步包括： _ a) —語音視訊串流模組(61)’該語音視訊串流模組(61)轉換消費者 端（110)與網際網路端（120)間之語音及視訊資料流； b) —控制模組(62) ’該控制模組(62)處理消費者端（no)與網際網 路端（120)間之控制訊號； 該客服人員多媒體訊息處理裴置(70)進一步包括： a) —語音視訊串流模組(71)，該語音視訊串流模組(71)轉換客服 人員端（130)與網際網路端（120)間之語音及視訊資料流； b) —控制模組(72)，該控制模組(72)處理客服人員端（130)與網際 34 201019671 網路端（120)間之控制訊號; 其中步驟B)之該網路即時互動平台（1)進一步包括： a)—平台管理伺服器（10)，該平台管理伺服器（1〇)存取該資料庫 (50)相對應之資料，以處理會員之帳戶與服務申請、設定會員 之客服人員呼叫分派規則、處理系統之網路連線品質信號，以 及產生該消費者網頁互動裝置(60)與該客服人員多媒體訊息處 理裝置(70)至會員端； ► W—平台控制伺服器（3〇),該平台控制伺服器（3〇)存取該資料庫 (50)相對應之資料，以處理該消費者網頁互動裝置(6〇)與該客服 人員多媒體訊息處理裝置（70)之控制訊號，以及執行會員之客服 人員呼叫分派規則β 17.如請求項15所述之網路即時互動之方法，其中，步驟〇)之該呼叫 分派規則係選自隨機分派、群組分派、序列等待分派與腳本分派中 至少一種； 步驟D)之該消費者網頁互動裝置(6〇)進一步包括： a) —語音視訊串流模組(61)，該語音視訊串流模組(61)轉換消費者 端（110)與網際網路端（120)間之語音及視訊資料流； b) —控制模組(62)，該控制模組(62)處理消費者端（11〇)與網際網 路端（120)間之控制訊號； 步驟B)之該網路即時互動平台（丨）進一步包括： a)-平台管理祠服器（1〇)，該平台管理飼服器⑽)存取該資料庫 (50)相對應之資料，以處理會員之帳戶與服務申請、設定會員之 35 201019671 客服人員呼叫分派規則、處理系統之網路連線品質信號，以及產 生該消費者網頁互動裝置(60)至會員端； b) —平台語音視訊串流伺服器⑽），該平台語音視訊串流伺服器 (20)存取該資料庫(5〇)相對應之資料，以處理網際網路端該消費 者網頁互動裝置（60)與一電話系統（100)間之語音及視訊資料 流； c) 一平台軟交換機伺服器（4〇)，該平台軟交換機伺服器（4〇)交換 & 該網路即時互動平台（D與該電話系統(1〇〇)間之信號； d) —平台控制伺服器（30) ’該平台控制伺服器（3〇)存取該資料庫 (50)相對應之資料，以處理該消費者網頁互動裝置(6〇)之控制訊 號、控制該平台軟交換機伺服器（40)，以及執行會員之客服人員 呼叫分派規則。 18.如請求項15所述之網路即時互動之方法，其中，步驟〇之該呼叫 分派規則係選自隨機分派、群組分派、序列等待分派與腳本分派中 至少一種； 步驟D)之該消費者網頁互動裝置(60)進一步包括： a) —語音視訊串流模組(61)，該語音視訊串流模組(61)轉換消費者 端（110)與網際網路端（120)間之語音及視訊資料流； b) —控制模組(62)，該控制模組(62)處理消費者端（11〇)與網際網 路端（120)間之控制訊號； 該客服人員多媒體訊息處理裝置(7〇)進一步包括： a)—語音視訊串流模組(71)，該語音視訊串流模組(71)轉換客服 36 201019671 人員端（130)與網際網路端（120)間之語音及視訊資料流； b)—控制模組(72)，該控制模組(72)處理客服人員端（130)與網際 網路端（120)間之控制訊號； 步驟B)之該網路即時互動平台（1)進一步包括： a) —平台管理伺服器（10)，該平台管理伺服器（1〇)存取該資料庫 (50)相對應之資料，以處理會員之帳戶與服務申請、設定會員之 客服人員呼叫分派規則與呼叫支援之資料、處理系統之網路連線 品質信號，以及產生該消費者網頁互動裝置（6〇 )與該客服人員多 媒體訊息處理裝置(70)至會員端； b) —平台§吾音視訊串流祠服器（2〇),該平台語音視訊串流祠服器 (20)存取該資料庫（50)相對應之資料，以處理網際網路端該消費 者網頁互動裝置（60)或該客服人員多媒體訊息處理裝置(7〇)與 一電話系統(100)間之語音及視訊資料流； c) 一平台軟交換機伺服器（4〇) ’該平台軟交換機伺服器(4〇)交換 該網路即時互動平台（1)與該電話系統(1〇〇)間之信號； d) —平台控制伺服器（30)，該平台控制伺服器（3〇)存取該資料庫 (50)相對應之資料’以處理該消費者網頁互動裝置(6〇)與該客服 人員多媒體訊息處理裝置(70)之控制訊號、控制該平台軟交換機 伺服器（40)，以及執行會員之客服人員呼叫分派規則與呼叫支 援。 如請求項16、π或18所述之網路即時互動之方法，其中，該消費 者網頁互動裝置(60)之語音視訊串流模組(61)更包括： 37 201019671 A) -語音壓縮模組⑽），該語音麗縮模組⑽)輸人且壓縮消費者 端（110)之語音資料流； B) -語音輪出模組(615) ’該語音輸出模組(615)輸入且傳送該語音 壓縮模組(611)之語音資料流至網際網路端（12〇); C) 一語音輸入模組（616) ’該語音輸入模組(616)輸入網際網路端 (120)之語音資料流； D) —語音解壓縮模組(612)，該語音解壓縮模組(612)輸入且解壓縮 該語音輸入模組(616)之語音資料流至消費者端（no); E) —視訊壓縮模組(613)，該視訊壓縮模組(613)輸入且壓縮消費者 端（110)之視訊資料流； F) —視訊輸出模組(617)，該視訊輸出模組(617)輸入且傳送該視訊 壓縮模組（613)之視訊資料流至網際網路端（120); G) —視訊輸入模組（618)，該視訊輸入模組（618)輸入網際網路端 (120)之視訊資料流； H) —視訊解壓縮模組(614)，該視訊解壓縮模組(614)輸入且解壓縮 該視訊輸入模組(618)之視訊資料流至消費者端（11〇)。 20.如請求項16、17或18所述之網路即時互動之方法，其中，該消費 者網頁互動裝置(60)之控制模組(62)更包括： A) —訊號控制模組(621)，該訊號控制模組(621)處理消費者之文字 交談、文字留言、檔案傳輸、語音交談、語音留言，以及視訊交 談之控制訊號； B) —文字圖片收發模組(622)，該文字圖片收發模組(622)處理消費 38 201019671 者之文字交談、文字留言，以及檔案傳輸之資料； c)-網路品質監顚組(623) ’義路品質顏模組⑽)處理系統 之網路連線品質信號。 21·如凊求項16、17或18所述之網路即時互動之方法，其中，該客服 人員多媒體訊息處理裝置(70)之語音視訊串流模組(71)更包括： A)—語音壓縮模組(711)，該語音壓縮模組(711)輸入且壓縮客服人 員端（130)之語音資料流； ❹B)—語音輸域組(715) ’該語音輸爐組(7i5)輸人且傳送該語音 壓縮模組(711)之語音資料流至網際網路端（12〇); 〇—語音輸入模組（716)，該語音輸入模組（716)輸入網際網路端 (120)之語音資料流； D) —語音解壓縮模組(712) ’該語音解壓縮模組(712)輸入且解壓縮 該語音輸入模組(716)之語音資料流至客服^人員端（13〇); E) —視訊壓縮模組(713)，該視訊藶縮模組(713)輸入且壓縮客服人 β 員端（130)之視訊資料流； F) —視訊輸出模組(717) ’該視訊輸出模組(717)輸入且傳送該視訊 壓縮模組(713)之視訊資料流至網際網路端（120); G) —視訊輸入模組（718)，該視訊輸入模组(718)輸入網際網路端 (120)之視訊資料流； Η)—視訊解壓縮模組(714) ’該視訊解壓縮模組(714)輸入且解壓縮 該視訊輸入模組(718)之視訊資料流至客服人員端（13〇)。 22.如請求項16、17或18所述之網路即時互動之方法，其中，該客服 39 201019671 人員多媒體訊息處理裝置（70)之控制模組(72)更包括： A) —訊號控制模組(721)，該訊號控制模組（721)處理客服人員之文 字交談、文字留言、檔案傳輸、語音交談、語音留言，以及視訊 交談之控制訊號； B) —文字圖片收發模組(722)，該文字圖片收發模組(722)處理客服 人員之文字交談、文字留言，以及檔案傳輸之資料； C) 一登入模組(723)，該登入模組(723)處理客服人員登入之控制信 ❹ 號與資料； D) —文字留言管理模組(724)，該文字留言管理模組(724)處理客服 人員之文字留言之資料； E) —語音留言管理模組(725)，該語音留言管理模組(725)處理客服 人員之語音留言之資料； F) —客服支援模組(726)，該客服支援模組(726)建立提供客服人員 其他應用之服務工具。 ® 23.如請求項16、17或18所述之網路即時互動之方法，其中，該平台 管理伺服器（10)更包括： A) —會員帳戶管理模組(11),該會員帳戶管理模組(丨丨)存取該資料 庫(50)相對應之資料’以處理會員之帳戶、服務申請，以及設定 會員之客服人員呼叫分派規則； B) -即時監控模組(12)，該即時監控模組⑽存取該資料庫⑽相 對應之資料’以處理平台系統的各項連線數據資料並控制系統的 穩定度； 201019671 c)互動服務裝置產生⑶，該互動服務裝置產生器（⑻存取該 資料庫(50)相對應之資料，以產生該消費者網頁互動裝置(⑽與 該客服人員多媒體訊息處理裝置（70)至會員端。 24.如請求項16所述之網路即時互動之方法，其中，該平台控制舰 器（30)更包括： Α)-訊號湖模組(31)，該訊細組⑻存取該資料庫⑽相 對應之資料，以處理該消費者網頁互動裝置⑽）或該客服人員多 ® 訊息處理裝置⑽之文字交談、文字留言、_傳輸、語音 交談、語音留言，以及視訊交談之控制訊號建立連線； Β)—文子交談模組(32)，該文字交談模組(32)存取該資料庫(5〇)相 對應之資料，以處理該消費者網頁互動裝置(6〇)與該客服人員多 媒體訊息處理裝置(7〇)之文字交談、文字留言，以及檔案傳輸之 資料； C) 一客服支援模組(33) ’該客服支援模組(33)讀取該資料庫(5〇)之 客服人員呼叫支援資料，提供客服人員其他應用之服務工具； D) —呼叫分派模組(34)，該呼叫分派模組(34)讀取該資料庫(50)之 客服人員呼叫分派規則資料，以分配該消費者網頁互動裝置(6〇) 與客服人員呼叫分派規則所對應之該客服人員多媒體訊息處理裝 置(70)間之連線。 25.如請求項17所述之網路即時互動之方法，其中，該平台控制伺服 器（30)更包括： Α)—訊號控制模組(31)，該訊號控制模組(31)存取該資料庫(50)相 201019671 對應之資料，以處理該消費者網頁互動裝置（6〇)或該客服人員多 媒體訊息處理裝置（7〇)之文字交談、文字留言、檔案傳輸、語音 交談、語音留言，以及視訊交談之控制訊號建立連線； B)文予父s炎模組(32)，該文字交談模組(32)存取該資料庫(5〇)相 對應之資料，以處理該消費者網頁互動裝置(6〇)與該客服人員多 媒體訊息處理裝置（7〇)之文字交談、文字留言，以及槽案傳輸之 資料； ❹ c)一呼叫分派模組(34),該呼叫分派模組(34)讀取該資料庫(5〇)之 客服人員呼叫分派規則資料，以分配該消費者網頁互動裝置(60) 與客服人員呼叫分派規則所對應之該客服人員多媒體訊息處理裝 置(70)間或該電話系統(i〇〇)間之連線。 26.如請求項18所述之網路即時互動之方法，其中，該平台控制伺服 器（30)更包括： A) —訊號控制模組(31)，該訊號控制模組(31)存取該資料庫(50)相 ’對應之資料，以處理該消費者網頁互動裝置(60)之文字交談、文 字留言、檔案傳輸、語音交談、語音留言，以及視訊交談之控制 訊號建立連線； B) —文字交談模組(32)，該文字交談模組(32)存取該資料庫(50)相 對應之資料，以處理該消費者網頁互動裝置（60)之文字交談、文 字留言，以及檔案傳輸之資料； C) 一客服支援模組(33)，該客服支援模組(33)讀取該資料庫(50)之 客服人員呼叫支援資料，以分配與該客J3艮人員多媒體訊息處理裝 42 201019671 置(70)或該電話系統（100)之連線； D)-呼叫分派模組(34)，該呼叫分派模組⑽讀取該資料庫⑽之 客服人員呼叫分派規前料，以分配·f者網f互動裝置(6〇) 與客服人員呼叫分派規則所對應之該客服人員多媒體訊息處理裝 置(70)間或該電話系統(1〇〇)間之連線。 27. 如請求項24、25或26所述之網路即時互動之方法，其中，該呼叫 分派歡(34)係選自隨齡派模組(341)、群組分派模組(342)、序 ® 列等待分派模組(343)及腳本分派模組(344)中至少一種。 28. 如請求項π或is所述之網路即時互動之方法，其中，該平台語音 視訊串流伺服器（20)更包括： A) -用戶端語音傳輸模組(21 )，該用戶端語音傳輸模組⑵)傳輸語 音資料流於網際網路端（120); B) —系統端語音傳輸模組(22)，該系統端語音傳輸模組(22)傳輸語 _ 音資料流於該平台軟交換機伺服器（4〇); C) 一語音解壓縮處理器（24)，該語音解壓縮處理器（24)輸入且解壓 縮該用戶端語音傳輸模組(21)之語音資料流至該系統端語音傳 輸模組(22); D) —語音壓縮處理器（23)，該語音壓縮處理器（23)輸入且壓縮該系 統端語音傳輸模組(22)之語音資料流至該用戶端語音傳輸模組 (21); E) —語音留言模組(25)，該語音留言模組(25)輸入該用戶端語音傳 輸模組(21)之語音資料流，儲存至該該資料庫(5〇); 43 201019671 F) —會議室控制模組(26)，該會議室控制模組(26)輸入該用戶端語 音傳輸模組(21)之語音資料流，控制網際網路端（120)間語音會 議之連線； G) —用戶端視訊傳輸模組(27)，該用戶端視訊傳輪模組(27)傳輸視 訊資料流於網際網路端（120); H) —系統端視訊傳輸模組(28)，該系統端視訊傳輸模組(28)傳輸視 訊資料流於該平台軟交換機伺服器（40); Ο I)一視訊解壓縮處理器（292)，該視訊解壓縮處理器（292)輸入且解 壓縮該用戶端視訊傳輸模組(27)之視訊資料流至該系統端視訊 傳輸模組(28); J)一視訊整縮處理器（291)，該視訊整縮處理器（291)輸入且壓縮該 系統端視訊傳輸模組(28)之視訊資料流至該該用戶端視訊傳輸 模組(27)。 29.如請求項17或18所述之網路即時互動之方法，其中’該平台軟交 @ 換機伺服器（40)更包括： A)—實體電話閘道器連接模組(42)，該實體電話閘道器連接模組 (42)係由該平台控制伺服器（3〇)控制以傳輸該平台語音視訊串流 伺服器（20)之語音資料流於該電話系統（1〇〇)之一般電話系統 (101); B)—網路電話閘道器連接模組(43)，該網路電話閘道器連接模組 (43)係由該平台控制飼服器（3〇 )控制以傳輸該平台語音視訊串流 伺服器（20)之語音資料流或視訊資料流於該電話系統(1〇〇)之網 201019671 路電話系統（102)。201019671 VII. Patent application scope: 1.  A system for real-time network interaction, comprising: A) at least one database (5〇), · B) at least a consumer webpage interaction device (10), the consumer webpage interaction device (10) further comprising: a) - voice a video streaming module (61), the voice video streaming module (61) converts voice and video data streams between the consumer (110) and the Internet (12); b) - control surface _2 The control module (10) processes the control signal between the consumer (10) and the Internet (120); C) at least the customer service personnel multimedia message processing device (10), the customer service multimedia message processing device (70) further Including: a) - voice video audit (8), the voice audit module (7) converts the voice and video data stream between the customer service terminal (130) and the Internet (12); b) - control panel ( 72) 'The control group (10) handles the control signal between the customer service terminal (1) 〇) and the Internet (120); D) At least - the network real-time interactive platform (1) 'The network instant interactive platform (1) further includes: W a platform management feeding device (10), the platform management server (10) accessing the database (50) relative to The information to process the member's account and monthly service application, set the member's customer service call dispatching rules, handle the system's network connection quality signal, and generate the consumer webpage interaction device (10) and the customer service personnel multimedia message processing device (70) to the member; 23 201019671 b) - the platform control server (30), the platform control server (30) accesses the data corresponding to the database (50) to process the consumer webpage interaction device ( 60) a control signal with the agent's multimedia message processing device (70), and a member's agent call dispatching rule. 2.  A system for real-time network interaction, comprising: A) at least one database (5〇); B) at least one consumer webpage interaction device (6〇), the consumer webpage interaction device (6〇) further comprising : a) a voice video streaming module (61), the voice video streaming module (61) converts voice and video data streams between the consumer (110) and the Internet (120); b) - The control module (62) 'the control module (62) handles the control signal between the consumer terminal gi〇) and the internet terminal (120); C) at least the network (four) interactive platform (1), the network interacts instantly The platform (1) further includes: a) a platform management vehicle (1〇), the platform management server (10) accesses the corresponding data of the database (5〇) to process the member's account and the service request, and set the member's customer service. Personnel call dispatching, processing pure _ connection quality signal, and generating the consumer webpage interactive device (6〇) to the member; H voice video string service), dissolving the voice video _ server = 〇) Taking the corresponding data of the database (50) to process the interactive webpage interactive device on the Internet (10) - Voice system and voice data stream between telephone system (10)' 24 201019671 C) A platform softswitch server, the platform softswitch server (4〇) exchanges the network instant interactive platform (1) with the phone Signal between system (100); d) - platform control server (3〇) 'The platform control server (3〇) accesses the data corresponding to the database (50) to process the consumer webpage interactive device (6〇) control signal, control of the platform soft switch feeder (40), and the implementation of the member's customer service call dispatch rules.  A system for real-time network interaction, comprising: ❹ A) at least one database (5〇); B) at least one consumer webpage interaction device (6〇), the consumer webpage interaction device (6〇) further The method includes: a) a voice video streaming module (61), the voice video streaming module (61) converts voice and video data streams between the consumer terminal (110) and the Internet terminal (12〇); W-control Facial group (62) 'The control module (10) handles the control signal between the consumer side (with the Internet terminal (120); C) at least - the customer service personnel multimedia message processing device (10)), the customer service personnel multimedia message processing device ( 70) further comprising: a) - voice her (four) module (8), the voice Wei core module (8) converts the voice and video data stream between the customer service terminal (130) and the Internet (Co); b) - control mode The group (72), the control module (10) processes the control signal between the customer service terminal (10) and the internet terminal (120); D) at least the network instant interaction platform (1), the network instant interaction platform (1) further comprises: 25 201019671 a) - Platform Management Server (10), the platform management server (1) 0) Access the corresponding data of the database (50) to process the member's account and service application, set the member's customer service call dispatching rules and call support information, handle the system's network connection quality signal' and generate The consumer webpage interactive device (6〇) and the customer service multimedia message processing device (70) to the member; b) the platform voice video streaming server (2〇), the platform voice video streaming device ( 20) accessing the corresponding data of the database (5〇) to process the consumer webpage interactive device (60) on the Internet side or the multimedia message processing device (7〇) of the customer service and a telephone system (100) Voice and video data stream; c) a platform softswitch server (4〇), the platform softswitch server w〇) exchanges the network real-time interactive platform (1) and the telephone system (1〇〇) Signal; d) - platform control server (3〇), the platform control server (3〇) accesses the data corresponding to the database (50) to process the consumer webpage interaction device (6〇) The customer service personnel multimedia message processing device (70) Control signal, the control platform softswitch server (40), and an executive member of the customer service call dispatch and call support aid rules. 4. The system for real-time interaction of the network as described in claim 2 or 3, wherein the voice video streaming module (61) of the consumer webpage interactive device (6〇) further comprises: A) a voice compression module (611), the voice compression module (611) inputs and compresses the voice data stream of the consumer terminal (110); B) a voice output module (615), and the voice output module (6i5) inputs and transmits the voice The voice data of the compression module (611) flows to the Internet (12〇); 26 201019671 C) A voice input module (616), the voice input module (616) is input to the Internet terminal (120) a voice data stream; D) a voice decompression module (612), the voice decompression module (612) inputs and decompresses the voice data stream of the voice input module (616) to the consumer end (11〇); E) - a video compression module (613), the video compression module (613) inputs and compresses a video data stream of the consumer (110); F) a video output module (617), the video output module ( 617) input and transmit the video data stream of the video compression module (613) to the internet end (12〇); G) the video input module (618), The video input module (618) inputs a video data stream of the internet end (120); H) a video decompression module (614), and the video decompression module (614) inputs and decompresses the video input mode. The video data of group (618) flows to the consumer (丨丨〇). 5. The system of instant interaction of the network according to claim 1, 2 or 3, wherein the control module (62) of the consumer webpage interaction device (60) further comprises: a) a signal control module ( 621), the signal control module (621) processes the consumer's text conversation, text message, file transmission, voice conversation, voice message, and video chat control signal; B) - text picture transceiver module (622), the The text picture transceiver module (622) handles the consumer's text chat, text message, and file transfer information; c) - network quality supervision team (623), the network product f monitoring mode _23) processing system Network connection quality signal. 6. The system for real-time interaction of the network as claimed in claim 1, 2 or 3, wherein the customer service staff 27 201019671 the voice video stream module (71) of the multimedia message processing device (70) further comprises: · A) - voice a compression module (711), the voice compression module (711) inputs and compresses a voice data stream of the customer service terminal (130); B) a voice output module (715) 'the voice output module (715) inputs and Transmitting the voice data stream of the voice compression module (711) to the Internet end (12〇); C) a voice input module (716) 'The voice input module (716) inputs the Internet end (120) Voice data stream; © D) a voice decompression module (712), the voice decompression module (712) inputs and decompresses the voice data stream of the voice input module (716) to the customer service personnel (13〇 E) - video compression module (713) 'The video compression module (713) inputs and compresses the video data stream of the customer service personnel (130); F) - the video output module (717), the video output module The group (717) inputs and transmits the video data stream of the video compression module (713) to the internet end (12〇); G) An input module (718), the video input module (718) inputs a video data stream of the Internet end (120); H) a video decompression module (714), and the video decompression module (714) The video data stream of the video input module (718) is input and decompressed to the customer service terminal (13〇). 7. The system for real-time interaction of the network as described in claim 1, 2 or 3, wherein the control module (72) of the agent's multimedia message processing device (70) further comprises: A) - a signal control module (721) 'The signal control module (721) handles the customer service text, text retention & file transmission, voice conversation, voice message, and video chat control signal; 28 201019671 B) - text picture transceiver module (722 The text picture transceiver module (722) processes the text chat, text message, and file transfer information of the customer service personnel; C) a login module (723), the login module (723) handles the control of the customer service personnel login Signal and data; D) - text message management module (724), the text message management module (724) handles the text message of the customer service staff; E) - voice message management module (725), the voice message management The module (725) processes the voice message of the customer service personnel; F) the customer service support module (726), and the customer service support module (726) establishes a service tool for providing other applications of the customer service personnel. 8.  The system for real-time interaction of the network according to claim 1, 2 or 3, wherein the platform management server (10) further comprises: A) a member account official module (11), the member account management module (11) Accessing the corresponding data of the database (50) to process the member's account, service application, and setting the member's customer service call dispatching rules; B) - Instant monitoring module (12), the instant monitoring The module (12) accesses the data corresponding to the database (5〇) to process the connection data of the platform system and control the stability of the system; C) an interactive service device generator (13), The interactive service device generator (13) accesses the data corresponding to the database (50) to generate the consumer webpage interaction device (6〇) and the customer service multimedia message processing device (7〇) to the member end. 9.  The network real-time interaction system according to claim 1, wherein the platform control server 29 201019671 (30) further comprises: A) a signal control module (31), the signal control module (31) accessing The database (50) corresponding data 'to handle the consumer webpage interactive device (6〇) or the customer service personnel multimedia message processing device (70) text chat, text message, file transfer, voice father talk, voice message 'And the control signal of the video chat establishes a connection; B) - a text chat module (32), the text chat module (32) accesses the corresponding data of the database (50) to handle the interaction of the consumer webpage Device (6〇) and the customer service staff • text message processing device (70) text chat, text message, and file transfer information; C) a customer service support module (33), the customer service support module (33 Reading the customer service personnel of the database (50) to call support materials to provide service tools for other applications of the customer service personnel; D) - call dispatch module (34), the call dispatch module (34) reads the database (50) Customer service personnel call distribution rules , Assigned to the consumer page interaction means (60) and the customer service call dispatch rule corresponding to the customer service of a multimedia message processing device ® connection (70) between the opposing. 10. The network real-time interaction system of claim 2, wherein the platform control server (30) further comprises: A) a signal control module (31), the signal control module (31) accessing the data The corresponding data of the library (5〇) is used to process the text conversation, text message, file transmission, voice conversation, voice message, and control signal of the video conversation of the consumer webpage interactive device (60); B) — a text chat module (32), the text chat module (32) accessing the data corresponding to the database (50) phase 30 201019671 to process the text chat, text message of the consumer webpage interaction device (60), and The data of the file transmission; the first call dispatching module (34), the call dispatching module (34) reads the customer service personnel of the database (5〇) to call the dispatching rule data to allocate the consumer webpage interactive device ( 60) The connection between the telephone system (100) corresponding to the customer service call dispatching rule. 11.  The network real-time interaction system of claim 3, wherein the platform control server (30) further comprises: ❹ A) a signal control module (31), the signal control module (31) accessing the The corresponding data of the database (5〇) to process the text conversation, text message, file transmission, voice conversation, voice message of the consumer webpage interactive device (6〇) or the customer service multimedia message processing device (7〇) And a control signal for the video conversation; B) a text chat module (32), the text chat module (32) accessing the corresponding data of the database (5〇) to process the consumer webpage interaction device ( 6〇;) text chat with the customer service personnel multimedia message processing device (70), text message, and file transfer information; C) a customer service support module (33), the customer service support module (33) read The customer service personnel of the database (5〇) call the support materials to provide service tools for other applications of the customer service personnel; a call dispatch module (34), the call dispatch module (34) reads the database (5〇) The customer service staff calls the dispatch rule data to dispatch The consumer corresponding page interaction means (6〇) and customer service call dispatch rules of the multimedia message customer service processing means (70) or between the telephone connection system (1〇〇) between the. 12.  The system for real-time interaction of the network as claimed in claim 9, 10 or 11, wherein the call 31 201019671 the knives module (34) is selected from the random dispatch module (341) and the group dispatch module (342) At least one of a sequence waiting dispatch module (343) and a script dispatch module (344). 13. The secret of the network (4) interaction as described in claim 2 or 3, wherein the platform voice video streaming server (20) further comprises: A) - client side #f audio transmission module (2)), lion end voice The transmission module (8) transmits the voice data stream to the internet end (120); B) the system-side voice transmission module (22), and the system-side voice transmission module (10) transmits the voice data stream to the platform softswitch server ( 4))) a voice compression processor (23), the voice compression processor (23) inputs and compresses the voice data stream of the client voice transmission module (21) to the system-side voice transmission module (22) D) a voice decompression processor (24), the voice decompression processor (24) inputs and decodes the voice data stream of the system-side voice transmission module (22) to the user-side voice transmission module (21); E) - a voice message module (25), the voice message module (25) inputs the voice data stream of the client voice transmission module (21), and stores it in the database (5〇); F) a conference room control module (26), the conference room control module (26) inputs the voice of the user terminal voice transmission module (21) Stream, control the connection between the Internet (12〇) voice conference; G)—User-side video transmission module (27) 'The client-side video transmission module (27) transmits video data to the Internet End (120); H) - system-side video transmission module (28), the system-side video transmission module (28) transmits the video 32 201019671 data stream to the platform softswitch server (40); I) a video Decompressing the processor (292), the video decompression processor (292) inputs and decompresses the video data stream of the user video transmission module (27) to the system video transmission module (28); J) The video compression processor (291) inputs and compresses the video data stream of the system-side video transmission module (28) to the user video transmission module (27). The system of the network real-time interaction as described in claim 2 or 3, wherein the platform softswitch server (40) further comprises: A) a physical telephone gateway connection module (42), the entity The telephone gateway connection module (42) is controlled by the platform control server (3) to transmit the voice data stream of the platform voice video stream server (20) to the telephone system (1〇〇). Telephone system (101); B) - network telephone gateway connection module (43) 'The network telephone gateway connection module (43) is controlled by the platform control server (30) to transmit the platform The voice data stream or video data of the voice video streaming server (20) flows to the network telephone system (102) of the telephone system (1). 15· A method for real-time interaction on a network, the method comprising the following steps: A) constructing at least one database (5〇); B) constructing at least one network real-time interactive platform (!); C) user through the Internet The road (12〇) accesses the database (50) by the online instant interactive platform (丨) to execute the application for the member account and service, and to set a call dispatching rule and a call support for the member service personnel 33 201019671 Information; W members are downloaded from the Internet through the Internet (120) to the online interactive platform to | | Consumer web pages (10) and the member's program ^ web towel == loaded and installed at least - customer service personnel multimedia message processing The device (10) is connected to the server (130); E) the consumer webpage interaction device (10) that clicks on the webpage by the consumer via the network instant interpreting station (1) to incite the customer service personnel in the dumping library (10) to call the dispatching rule. The customer service personnel multimedia message processing device (10) or the telephone system (10) should be used to establish a network customer service system capable of voice voice, video interaction, text chat and voice message. 16. The method for instant online interaction according to claim 15, wherein the step of the call dispatching rule is selected from at least one of a random assignment, a group assignment, a sequence waiting dispatch, and a script dispatch; and the consumer of step D) The webpage interactive device (6〇) further includes: _ a) - a voice video streaming module (61) 'the voice video stream module (61) converts between the consumer terminal (110) and the internet terminal (120) Voice and video data stream; b) - control module (62) 'The control module (62) handles the control signal between the consumer (no) and the internet (120); the client's multimedia message processing The device (70) further includes: a) a voice video streaming module (71), the voice video streaming module (71) converting the voice between the customer service terminal (130) and the internet terminal (120) a video data stream; b) a control module (72), the control module (72) processing a control signal between the customer service terminal (130) and the Internet 34 201019671 network (120); wherein the network of step B) The road interactive platform (1) further includes: a) a platform management server (10), the flat The management server (1) accesses the corresponding data of the database (50) to process the member's account and service application, set the member's customer service call dispatching rules, process the system's network connection quality signal, and generate The consumer webpage interactive device (60) and the customer service multimedia message processing device (70) to the member; ► W-platform control server (3〇), the platform control server (3〇) accesses the database (50) corresponding data to process the control signal of the consumer webpage interactive device (6〇) and the customer service multimedia message processing device (70), and execute the member's customer service call dispatching rule β 17. The method for instant online interaction according to claim 15, wherein the call dispatching rule is selected from at least one of random assignment, group assignment, sequence waiting dispatch, and script dispatch; and the consumption of step D) The webpage interactive device (6〇) further includes: a) a voice video streaming module (61), the voice video streaming module (61) converting between the consumer terminal (110) and the internet terminal (120) Voice and video data stream; b) - a control module (62), the control module (62) handles the control signal between the consumer (11) and the Internet (120); The network real-time interactive platform (丨) further includes: a) a platform management server (1), the platform management server (10)) accessing the corresponding data of the database (50) to process the member's account With the service application, set the member's 35 201019671 customer service call dispatch rules, handle the system's network connection quality signal, and generate the consumer web page interaction device (60) to the member; b) - platform voice video streaming server (10)), the platform voice video stream The device (20) accesses the data corresponding to the database (5〇) to process the voice and video data stream between the consumer webpage interaction device (60) and a telephone system (100) on the Internet side; c) A platform softswitch server (4〇), the platform softswitch server (4〇) exchange & the network real-time interactive platform (D and the telephone system (1〇〇) signal; d) - platform control The server (30) 'the platform control server (3〇) accesses the data corresponding to the database (50) to process the control signal of the consumer webpage interactive device (6〇), and controls the platform softswitch servo (40), as well as the member's customer service call dispatch rules. 18. The method for instant online interaction according to claim 15, wherein the step of the call dispatching rule is selected from at least one of a random assignment, a group assignment, a sequence waiting dispatch, and a script dispatch; and the consumer of step D) The webpage interaction device (60) further includes: a) a voice video streaming module (61), the voice video stream module (61) converting the voice between the consumer terminal (110) and the internet terminal (120) And a video data stream; b) a control module (62), the control module (62) processing a control signal between the consumer terminal (11〇) and the internet terminal (120); the customer service personnel multimedia message processing device (7〇) further includes: a) a voice video streaming module (71), the voice video streaming module (71) converts the voice between the customer service 36 201019671 personnel terminal (130) and the internet terminal (120) And video data stream; b) - control module (72), the control module (72) handles the control signal between the customer service terminal (130) and the internet terminal (120); The interactive platform (1) further includes: a) a platform management server (10), the platform tube The server (1〇) accesses the data corresponding to the database (50) to process the member's account and service application, set the member's customer service call dispatching rule and call support information, and handle the network connection of the processing system. Quality signal, and generating the consumer webpage interactive device (6〇) and the customer service multimedia message processing device (70) to the member; b) - platform § my audio video streaming device (2〇), the platform The voice video streaming server (20) accesses the data corresponding to the database (50) to process the consumer webpage interactive device (60) on the Internet or the multimedia message processing device (7) of the customer service personnel. a voice and video data stream with a telephone system (100); c) a platform softswitch server (4〇) 'The platform softswitch server (4〇) exchanges the network instant interactive platform (1) with the a signal between the telephone system (1); d) a platform control server (30) that controls the server (3) to access the data corresponding to the database (50) to process the consumer webpage Interactive device (6〇) and the customer service multimedia Control signal information processing means (70), the platform controlling the Softswitch server (40), and a customer service staff member performs call dispatch call legs with the aid rules. The method for real-time network interaction according to claim 16, wherein the voice web streaming module (61) of the consumer webpage interaction device (60) further comprises: 37 201019671 A) - voice compression module Group (10)), the voice squeezing module (10)) inputs and compresses the voice data stream of the consumer terminal (110); B) - the voice wheeling module (615) 'the voice output module (615) inputs and transmits The voice data of the voice compression module (611) flows to the Internet (12〇); C) a voice input module (616) 'the voice input module (616) is input to the Internet (120) a voice data stream; D) a voice decompression module (612), the voice decompression module (612) inputs and decompresses the voice data stream of the voice input module (616) to the consumer end (no); a video compression module (613), the video compression module (613) inputs and compresses the video data stream of the consumer (110); F) a video output module (617), the video output module (617) Inputting and transmitting the video data stream of the video compression module (613) to the internet end (120); G) - a video input module (618), the video input The input module (618) inputs the video data stream of the internet end (120); H) the video decompression module (614), and the video decompression module (614) inputs and decompresses the video input module ( 618) The video data flows to the consumer (11〇). 20. The method of interacting with the network as described in claim 16, 17, or 18, wherein the control module (62) of the consumer webpage interaction device (60) further comprises: A) a signal control module (621), The signal control module (621) processes the consumer's text conversation, text message, file transmission, voice conversation, voice message, and video chat control signal; B) - text picture transceiver module (622), the text picture is sent and received The module (622) handles the text conversation, text message, and file transmission data of the consumer; 2010); c) - Network Quality Monitoring Team (623) 'Yi Lu Quality Module (10)) Line quality signal. The method for real-time network interaction according to the item 16, 17 or 18, wherein the voice video stream module (71) of the agent's multimedia message processing device (70) further comprises: A) - voice a compression module (711), the voice compression module (711) inputs and compresses the voice data stream of the customer service personnel (130); ❹ B) - voice transmission domain group (715) 'the voice transmission group (7i5) input And transmitting the voice data stream of the voice compression module (711) to the Internet end (12〇); the voice input module (716), the voice input module (716) inputting the Internet end (120) Voice data stream; D) - voice decompression module (712) 'The voice decompression module (712) inputs and decompresses the voice data stream of the voice input module (716) to the customer service personnel (13〇 E) - video compression module (713), the video collapse module (713) inputs and compresses the video data stream of the customer's beta staff (130); F) - video output module (717) ' The video output module (717) inputs and transmits the video data stream of the video compression module (713) to the internet end (120); G) - the video input module ( 718), the video input module (718) inputs the video data stream of the internet end (120); Η) the video decompression module (714) 'the video decompression module (714) inputs and decompresses the video stream The video data of the video input module (718) flows to the customer service personnel (13〇). twenty two. The method for real-time interaction of the network as described in claim 16, 17, or 18, wherein the control module (72) of the customer service 39 201019671 personnel multimedia message processing device (70) further comprises: A) - a signal control module ( 721), the signal control module (721) processes the text chat, text message, file transmission, voice conversation, voice message, and video control control signal of the customer service personnel; B) - text picture transceiver module (722), The text picture transceiver module (722) processes the text chat of the customer service personnel, the text message, and the file transmission information; C) a login module (723), the login module (723) handles the control signal number of the customer service personnel login And data; D) - text message management module (724), the text message management module (724) handles the text message of the customer service staff; E) - voice message management module (725), the voice message management module The group (725) processes the voice message of the customer service staff; F) the customer service support module (726), and the customer service support module (726) establishes a service tool for providing other applications of the customer service personnel. ® 23. The method for real-time network interaction according to claim 16, wherein the platform management server (10) further comprises: A) a member account management module (11), the member account management module (丨丨) Access the data corresponding to the database (50) to process the member's account, service application, and set the member's customer service call dispatching rules; B) - Instant monitoring module (12), the instant monitoring module The group (10) accesses the data corresponding to the database (10) to process the connection data of the platform system and control the stability of the system; 201019671 c) the interactive service device generates (3), the interactive service device generator ((8) access The database (50) corresponds to the information to generate the consumer webpage interactive device ((10) and the customer service multimedia message processing device (70) to the member. The method for real-time network interaction according to claim 16, wherein the platform control vessel (30) further comprises: a 讯)-signal lake module (31), the thread group (8) accessing the database (10) phase Corresponding data to establish a connection between the consumer webpage interaction device (10) or the text message, text message, _transmission, voice conversation, voice message, and video chat control signal of the customer service personnel multi-message processing device (10); Β) - text chat module (32), the text chat module (32) accesses the corresponding data of the database (5〇) to process the consumer webpage interactive device (6〇) and the customer service multimedia Message processing device (7〇) text chat, text message, and file transfer information; C) A customer service support module (33) 'The customer support module (33) reads the database (5〇) customer service The person calls the support information and provides the service tool for the other application of the customer service staff; D) the call dispatch module (34), the call dispatch module (34) reads the customer service personnel call dispatch rule data of the database (50), Assign the consumer webpage interactive device (6 〇) Connect with the customer service personnel multimedia message processing device (70) corresponding to the customer service call dispatch rule. 25. The method for real-time network interaction according to claim 17, wherein the platform control server (30) further comprises: a signal control module (31), wherein the signal control module (31) accesses the data The corresponding information of the library (50) phase 201019671 is used to process the text chat, text message, file transmission, voice conversation, voice message of the consumer webpage interactive device (6〇) or the customer service multimedia message processing device (7〇). And establishing a connection for the control signal of the video conversation; B) the parental sinister module (32), the text chat module (32) accessing the corresponding data of the database (5〇) to process the consumer Web interactive device (6〇) text chat with the customer service multimedia message processing device (7〇), text message, and data transmitted by the slot; ❹ c) a call dispatch module (34), the call dispatch module (34) reading the database (5〇) customer service personnel call dispatch rule data to allocate the customer webpage interaction device (60) and the customer service personnel call distribution rule corresponding to the customer service personnel multimedia message processing device (70) Between or the telephone system (i Square connection) between the. 26. The method for real-time network interaction according to claim 18, wherein the platform control server (30) further comprises: A) a signal control module (31), the signal control module (31) accessing the data The library (50) corresponds to the data to handle the text conversation, text message, file transmission, voice conversation, voice message, and control signal of the video conversation of the consumer webpage interaction device (60); B) — a text chat module (32), the text chat module (32) accessing the data corresponding to the database (50) to process the text chat, text message, and file transfer of the consumer webpage interaction device (60) C) a customer service support module (33), the customer service support module (33) reads the customer service call support information of the database (50) to distribute the multimedia message processing device with the guest J3 201019671 (70) or the telephone system (100) connection; D) - call dispatch module (34), the call dispatch module (10) reads the database (10) customer service call dispatch specification pre-material to allocate ·f network f interactive device (6〇) and customer service call Corresponding to the rules of the customer service personnel to send a multimedia message processing means (70) or between the telephone connection system (1〇〇) between the. 27.  The method of instant interaction on the network as claimed in claim 24, 25 or 26, wherein the call distribution (34) is selected from the age group module (341), the group assignment module (342), and the sequence At least one of a column waiting dispatch module (343) and a script dispatch module (344). 28.  The method for real-time interaction of the network according to the request item π or is, wherein the platform voice video streaming server (20) further comprises: A) a user-side voice transmission module (21), the user-side voice transmission The module (2) transmits voice data to the Internet (120); B) the system-side voice transmission module (22), and the system-side voice transmission module (22) transmits the voice data stream to the platform. a switch server (4); C) a voice decompression processor (24), the voice decompression processor (24) inputs and decompresses the voice data stream of the client voice transmission module (21) to the system a voice transmission module (22); D) - a voice compression processor (23), the voice compression processor (23) inputs and compresses the voice data stream of the system-side voice transmission module (22) to the user-side voice The transmission module (21); E) - a voice message module (25), the voice message module (25) inputs the voice data stream of the user voice transmission module (21), and stores the voice data stream to the database (5) 〇); 43 201019671 F) - conference room control module (26), the conference room control module (26) inputs the client The voice data stream of the sound transmission module (21) controls the connection of the voice conference between the Internet terminals (120); G) the user-side video transmission module (27), the user-side video transmission module (27) Transmitting video data to the Internet (120); H) - System-side video transmission module (28), the system-side video transmission module (28) transmits video data streams to the platform softswitch server (40) Ο I) a video decompression processor (292), the video decompression processor (292) inputs and decompresses the video data stream of the user video transmission module (27) to the system video transmission module (28); J) a video rectification processor (291), the video rectification processor (291) inputs and compresses the video data stream of the system side video transmission module (28) to the user video transmission mode Group (27). 29. The method for real-time network interaction according to claim 17 or 18, wherein the platform soft exchange@changing server (40) further comprises: A) a physical telephone gateway connection module (42), the entity The telephone gateway connection module (42) is controlled by the platform control server (3) to transmit the voice data stream of the platform voice video stream server (20) to the telephone system (1〇〇). Telephone system (101); B) - network telephone gateway connection module (43), the network telephone gateway connection module (43) is controlled by the platform control feeder (3) for transmission The voice data stream or video data of the platform voice video streaming server (20) flows to the network telephone system (102) of the telephone system (1〇〇).
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CN102739557A (en) * 2011-04-08 2012-10-17 腾讯科技（深圳）有限公司 User distribution method and device in customer services
TWI560621B (en) * 2012-05-02 2016-12-01 Jian-Zhong Le

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TW564364B (en) * 2002-05-28 2003-12-01 Phitech Corp System and method for real-time active customer service on internet
US7287054B2 (en) * 2002-05-31 2007-10-23 Microsoft Corporation Systems and methods for shared browsing among a plurality of online co-users

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Publication number Priority date Publication date Assignee Title
CN102739557A (en) * 2011-04-08 2012-10-17 腾讯科技（深圳）有限公司 User distribution method and device in customer services
CN102739557B (en) * 2011-04-08 2016-06-22 腾讯科技（深圳）有限公司 User's shunt method in customer service and device
TWI560621B (en) * 2012-05-02 2016-12-01 Jian-Zhong Le

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