WO2019129088A1

WO2019129088A1 - Method for realizing interactive voice and video response, terminal and serving end system

Info

Publication number: WO2019129088A1
Application number: PCT/CN2018/123983
Authority: WO
Inventors: 王文渊; 王景平; 杨柳
Original assignee: 中兴通讯股份有限公司
Priority date: 2017-12-26
Filing date: 2018-12-26
Publication date: 2019-07-04
Also published as: CN107888785A

Abstract

Disclosed are a method for realizing interactive voice and video response, a terminal and a serving end system. The method for realizing interactive voice and video response applied to an IVVR serving end system comprises: an IVR service flow processing module receiving a call request of a terminal user system, and returning a first call response message to the terminal user system if the call request corresponds to video playing, wherein the first call response message carries download information of a video file needing to be played by the terminal user system; and a content service module receiving a download request of the terminal user system for the video file needing to be played, and sending data of the video file to the terminal user system or instructing the terminal user system to play the video file stored at the locality of the terminal.

Description

Method, terminal and server system for realizing interactive voice and video response

The present application claims the priority of the Chinese Patent Application, filed on Dec.

Technical field

The present application relates to the field of communication technologies, for example, to a method, a terminal, and a server system for implementing interactive voice and video response.

Background technique

Interactive Voice Response (IVR) uses advanced Computer Telephony Integration (CTI) technology to make the phone a bridge to business or organization. The user can enter the contact center by telephone, can hear the voice prompt played by the IVR system according to the button operation, and can also play related information according to the content input by the user. Currently IVR is used in many industries. Users can call at any time to get the information they want, without having to wait for work hours or contact a fixed person. As shown in FIG. 1, the IVR system includes an IVR server system and an end user system, and the IVR server system includes an IVR business process processing module and an audio media server. The user dials the phone to trigger the IVR business process processing module to start working, and the IVR business process processing module plays the audio through the audio media server to give the user a voice prompt.

With the increasing demand for video access, users need to interact with the system after video access, so interactive voice and video response (IVVR) is gradually developed. The IVVR system is an extension of the original voice IVR system, providing video terminal users with value-added services integrating audio and video. As shown in FIG. 2, the IVVR system includes an IVVR server system and an end user system. The IVVR server system includes an IVVR service process processing module and an audio and video media server. The audio and video media server includes an audio and video instruction processing module and an audio and video transcoding processing module. After the user dials the phone to access the IVVR service process, the IVVR service process processing module sends a request for playing the corresponding video material file to the dedicated audio and video media server, and the audio and video media server processes the audio and video signaling, and transcodes the video material. The video stream that can be played by the terminal is sent to the end user. The IVVR system needs to build a dedicated audio and video system architecture based on the IVVR business process.

The current IVR system architecture cannot meet the video IVVR requirements. In order to implement the functions of IVVR, it is necessary to build a dedicated video system architecture, customize the IVVR business process and configure a dedicated video media server. This will result in the inability to utilize the relevant IVR system to support video functions, while implementing complexities and increasing operating costs.

Summary of the invention

The following is an overview of the topics detailed in this document. This Summary is not intended to limit the scope of the claims.

The embodiment of the present application provides a method, a terminal, and a server system for implementing interactive voice and video response, which can quickly deploy an interactive voice and video response system based on an interactive voice response system, thereby reducing operating costs.

The embodiment of the present application provides a method for implementing an interactive voice and video response, which is applied to an interactive voice and video response IVVR server system including an interactive voice response IVR service process processing module and a content service module, including: an IVR service process. After receiving the call request of the terminal user system, the processing module returns a first call response message to the terminal user system, where the first call response message carries the end user system requirement. Downloading information of the played video file; after receiving the download request of the video file to be played by the end user system, the content service module sends the data of the video file to the end user system or indicates the end user system Play video files saved locally on the terminal.

An embodiment of the present application provides a method for implementing an interactive voice and video response, which is applied to an end user system, including: initiating a corresponding video to an interactive voice response IVR service process processing module of an interactive voice and video response IVVR server system Receiving a call request, receiving a first call response message returned by the IVR service process processing module, and acquiring download information of the video file to be played from the first call response message; sending the content service module to the IVVR server system a download request of the video file that needs to be played; receiving data of the video file returned by the content service module, or playing the download of the video file that is saved locally by the terminal user system and being played by the terminal user system according to the instruction of the content service module Request the corresponding video file.

Another embodiment of the present application provides an interactive voice and video response IVVR server system, including: an interactive voice response IVR service flow processing module, configured to receive a call request of an end user system and process the call request, Returning, to the end user system, a first call response message, where the first call response message carries download information of a video file that the end user system needs to play; the content service module, And after receiving the download request of the video file that needs to be played by the end user system, sending the data of the video file to the end user system or instructing the end user system to play a video file saved locally in the terminal. .

An embodiment of the present application provides an end user system for implementing interactive voice and video response, comprising: a control module configured to control interaction of a dialing and dual tone multi-frequency DTMF dialing module to an interactive voice and video response IVVR server system The voice response IVR service process processing module initiates a call request corresponding to the video play; receives the first call response message returned by the IVR service flow processing module, and obtains the video file to be played from the first call response message After downloading the information, send a download request for the video file to be played to the content service module of the IVVR server system; receive the data of the video file returned by the content service module and send the data to the audio and video playback module for video playback, or according to The instruction of the content service module notifies the audio and video playback module to play a video file that is saved locally in the terminal and corresponding to the download request of the video file that needs to be played; and the control storage module saves the video file obtained from the content service module in the terminal local And recording the genus of the video file Information; a dialing and dual tone multi-frequency DTMF dialing module, configured to send a call request to the IVR business process processing module under control of the control module; an audio and video playback module, configured to perform video playback; and a storage module configured to video The file is stored locally on the terminal.

Other aspects will be apparent upon reading and understanding the drawings and detailed description.

DRAWINGS

1 is a schematic diagram of an IVR system in the related art;

2 is a schematic diagram of an IVVR system in the related art;

3 is a flowchart (IVVR server system) of a method for implementing interactive voice and video response according to Embodiment 1 of the present application;

4 is a flowchart (End User System) of a method for implementing interactive voice and video response according to Embodiment 2 of the present application;

5 is a schematic diagram of an interactive voice and video response server system according to Embodiment 3 of the present application;

6 is a schematic diagram of a terminal user system for implementing interactive voice and video response according to Embodiment 4 of the present application;

7 is a schematic diagram of a system for implementing IVVR in Example 1 (including an IVVR server system and an end user system);

8 is a schematic diagram of information interaction between an IVVR server system and an end user system in Example 2;

9 is a schematic diagram of information interaction between an IVVR server system and an end user system in Example 3;

10 is a schematic diagram of information interaction between an IVVR server system and an end user system in Example 4;

11 is a schematic diagram of information interaction between an IVVR server system and an end user system in Example 5.

Detailed ways

Embodiments of the present application will be described in detail below with reference to the accompanying drawings. It should be noted that, in the case of no conflict, the features in the embodiments and the embodiments in the present application may be arbitrarily combined with each other.

Example 1

As shown in FIG. 3, the embodiment of the present application provides a method for implementing interactive voice and video response, which is applied to an interactive voice and video response IVVR service including at least an interactive voice response IVR service flow processing module and a content service module. The end system includes step S310 and step S320.

In step S310, after receiving the call request of the terminal user system, the IVR service process processing module returns a first call response message to the terminal user system when the call request corresponds to video playback, where the first call response The message carries the download information of the video file that the end user system needs to play.

In step S320, after receiving the download request of the video file to be played by the terminal user system, the content service module sends the data of the video file to the end user system or instructs the end user system to play and save the The local video file of the terminal.

The technical solution of the embodiment of the present application directly utilizes the related IVR system architecture, and the IVVR service can be realized by deploying the content service system only by performing a small modification on the IVR service process. The technical solution of the embodiment of the present application can quickly deploy an interactive voice and video response system based on the related interactive voice response system, thereby reducing operating costs.

In an embodiment, the method further includes: after receiving the call request of the end user system, the IVR service process processing module returns a second call response message to the end user system if the call request corresponds to a picture play. The second call response message carries text content and text display style information corresponding to the picture that the end user system needs to play.

In an embodiment, when the IVVR server system includes an audio media service module, the method further includes: the IVR business process processing module returns the carrying the text content and the text display style information to the end user system After the second call response message, the audio media service module sends an audio stream to the end user system; the audio stream includes at least one of a system prompt tone and background music.

In an embodiment, the download information of the video file that the terminal that is carried in the first call response message needs to play includes: a download address of the video file.

The download address of the video file includes: a Uniform Resource Locator (URL) of the video file.

In an embodiment, the content service module sends the data of the video file to the end user system, including: the content service module determines whether the size of the video file exceeds a threshold; if the size of the video file exceeds a threshold And sending, by the multiple transmissions, the sending of the video file data: sending a partial data of the video file after receiving the download request of the terminal user system, and the part of the data is in the video file. The offset location information is sent to the end user system together; if the size of the video file does not exceed the threshold, the delivery of the video file data is completed at one time.

In an embodiment, the content service module sends the data of the video file to the end user system or instructs the end user system to play a video file saved locally in the terminal, including: if the content service module is from the terminal Obtaining, in the download request of the user system, that the terminal user system does not save the video file corresponding to the download request of the terminal user system on the terminal, and returns a download request corresponding to the download request of the terminal user system to the terminal user system. The data of the video file. If the content service module learns from the download request of the end user system that the end user system has saved a video file corresponding to the download request of the end user system on the terminal, and the attribute of the video file saved on the terminal The information is consistent with the attribute information of the video file saved on the content service module, and the terminal user system is instructed to play the video file saved locally by the terminal.

The attribute information of the video file includes at least one of the following information: a download address, a file name, a file identifier, a file size, and a file modification time.

In an embodiment, the method further includes: after receiving the service query request of the terminal user system, the IVR service process processing module sends the list of video files available for downloading by the terminal to the terminal user system; The service query request is a request that is automatically initiated by the terminal user system to the IVR service process processing module after the terminal user system is started and before the user has not called the service process; the content service module receives the video sent by the terminal user system. After the download request of the file list, the video file in the video file list is sent to the end user system.

In one embodiment, the content service module is a World Wide Web (WEB) server.

Example 2

As shown in FIG. 4, the embodiment of the present application provides a method for implementing an interactive voice and video response, which is applied to an end user system, including step S410, step S420, and step S430.

In step S410, the interactive voice response IVR service flow processing module of the interactive voice and video response IVVR server system initiates a call request corresponding to the video play, and receives the first call response message returned by the IVR service flow processing module. And obtaining download information of the video file to be played from the first call response message.

In step S420, a download request for the video file that needs to be played is sent to the content service module of the IVVR server system.

In step S430, the data of the video file returned by the content service module is received, or the video corresponding to the download request of the video file to be played by the terminal user system locally saved by the terminal user system is played according to the instruction of the content service module. file.

In an embodiment, the method further includes: initiating a call request corresponding to the picture play to the interactive voice response IVR service flow processing module of the interactive voice and video response IVVR server system, and receiving the IVR service flow processing a second call response message returned by the module, and acquiring text content and text display style information corresponding to the picture to be played from the second call response message, synthesizing the picture according to the text content and the text display style, and synthesizing the picture according to the text content and the text display style Show it.

In an embodiment, the second call response message returned by the IVR service process processing module is received, and the text content and text display style information corresponding to the picture to be played are obtained from the second call response message. The method further includes: receiving and playing the audio stream sent by the audio media service module of the IVVR server system; the audio stream includes at least one of a system prompt tone and background music.

In an embodiment, the download information of the video file to be played carried in the first call response message includes: a download address of the video file.

In an embodiment, the receiving the data of the video file returned by the content service module includes: if the data of the first received video file is part of the data of the video file, serving the content The partial video data notified by the module is recorded in the offset position information in the video file, and all the data of the video file is received through multiple interactions with the content service module: at each receiving After the partial video data sent by the content service module is finished, before the end of the partial video data playing, the content service module transmits a download request carrying the offset position information of the last received partial video data, and receives the download request. The remaining video data returned by the content service module.

In an embodiment, after receiving the data of the video file returned by the content service module, the method further includes: after receiving all the data of the video file, saving the video file locally at the terminal, And saving the attribute information of the video file.

The attribute information of the video file includes at least one of the following information: a download address, a file name, a file identifier, a file size, and a file last modification time.

In an embodiment, the sending, to the content service module of the IVVR server system, a download request for the video file that needs to be played, including: if the video corresponding to the download request of the video file to be played has been saved locally in the terminal And the downloading request for the video file to be played is sent to the content service module of the IVVR server system, where the download request of the video file to be played carries the attribute information of the locally saved video file.

In an embodiment, the method further includes: after the end user system is started, sending a service query request to the IVR service process processing module; receiving the video returned by the IVR service process processing module for the end user system to download After the file list, send a download request for the video file list to the content service module; receive all the video files in the video file list returned by the content service module and save them in the terminal, and record the attributes of the video file. information.

The terminal user system may send a service query request to the IVR service process processing module through the data network, and query a list of video files that may be used by the terminal user system; the service query request may be a HyperText Transfer Protocol (HTTP). Request a message or a socket message.

Example 3

As shown in FIG. 5, the embodiment of the present application provides an interactive voice and video response IVVR server system, including an IVR business process processing module 501 and a content service module 502.

The IVR service process processing module 501 is configured to receive a call request of the terminal user system and process the call request, and if the call request corresponds to video play, return a first call response message to the terminal user system, where The first call response message carries download information of a video file that the end user system needs to play.

The content service module 502 is configured to: after receiving the download request of the video file that needs to be played by the terminal user system, send the data of the video file to the end user system or instruct the end user system to play and save the terminal Local video file.

In an embodiment, the IVR service process processing module is further configured to: after receiving the call request of the end user system, return a second call response message to the end user system if the call request corresponds to a picture play, where The second call response message carries text content and text display style information corresponding to the picture that the end user system needs to play.

In an embodiment, the IVVR server system further includes an audio media service module.

The audio media service module is configured to send an audio to the end user system after the IVR business process processing module returns the second call response message carrying the text content and the text display style information to the end user system. The audio stream includes at least one of a system prompt tone and background music.

In an embodiment, the content service module is configured to send data of the video file to the end user system in a manner of: determining whether a size of the video file exceeds a threshold; if the size of the video file exceeds Threshold, the delivery of the video file data is completed by multiple transmissions: after receiving the download request of the end user system, part of the data of the video file is sent, and the part of the data is in the video file. The offset location information is sent to the end user system together; if the size of the video file does not exceed the threshold, the delivery of the video file data is completed at one time.

In an embodiment, the content service module is configured to send data of the video file to the end user system or to instruct the end user system to play a video file saved locally in the terminal in the following manner.

If it is learned from the download request of the end user system that the end user system does not save a video file corresponding to the download request of the end user system on the terminal, returning to the end user system and the end user system The download request corresponds to the data of the video file.

Obtaining, from the download request of the end user system, that the terminal user system has saved a video file corresponding to the download request of the terminal user system on the terminal, and the attribute information and content of the video file saved on the terminal If the attribute information of the video file saved on the service module is consistent, the terminal user system is instructed to play the video file saved locally by the terminal.

In an embodiment, the IVR service process processing module is further configured to: after receiving the service query request of the terminal user system, send the list of video files available for downloading by the terminal to the terminal user system; wherein the service query The request is a request that the end user system automatically initiates to the IVR business process processing module after the end user system is started and before the user has not called the service process.

The content service module is further configured to send the video file in the video file list to the end user system after receiving the download request for the video file list sent by the terminal user system.

In one embodiment, the content service module is a World Wide Web (WEB) server.

Example 4

As shown in FIG. 6, the embodiment of the present application provides an end user system for implementing interactive voice and video response, including a control module 601, a dialing and dual tone multi-frequency DTMF dialing module 602, an audio and video playing module 603, and a storage module. 604.

The control module 601 is configured to control the dialing and dual tone multi-frequency DTMF dialing module to initiate a call request corresponding to the video play to the interactive voice response IVR service flow processing module of the interactive voice and video response IVVR server system; The first call response message returned by the IVR service process processing module, and after obtaining the download information of the video file to be played from the first call response message, sending the video file for the content to be played to the content service module of the IVVR server system a download request; receiving data of the video file returned by the content service module and transmitting the data to the audio and video playback module for video playback, or notifying the audio and video playback module to play the local save and the The video file corresponding to the download request of the video file to be played; the control storage module saves the video file acquired from the content service module locally in the terminal, and records the attribute information of the video file.

The dialing and dual tone multi-frequency DTMF dialing module 602 is configured to send a call request to the IVR service flow processing module under the control of the control module.

The audio and video playing module 603 is configured to perform video playback.

The storage module 604 is configured to store the video file locally at the terminal.

In an embodiment, the control module is further configured to control the dialing and dual-tone multi-frequency DTMF dialing module to initiate an image corresponding to the interactive voice response IVR service flow processing module of the interactive voice and video response IVVR server system. Receiving a call request; receiving a second call response message returned by the IVR service process processing module, and acquiring text content and text display style information corresponding to the picture to be played from the second call response message, The text content and text display style information is sent to the audio and video playback module.

The audio and video playing module is further configured to synthesize a picture according to the received text content and text display style information and display the picture.

In an embodiment, the control module is further configured to receive a second call response message returned by the IVR service process processing module, and obtain a picture corresponding to the picture to be played from the second call response message. After the text content and the text display the style information, the audio stream sent by the audio media service module of the IVVR server system is received, and the audio stream is sent to the audio and video playing module; the audio stream includes: system prompt tone and background music. At least one of them.

The audio and video playing module is further configured to perform audio playback after receiving the audio stream.

In an embodiment, the control module is configured to receive data of a video file returned by the content service module in the following manner.

If the data of the video file received for the first time is part of the data of the video file, the offset position information of the partial video data notified by the content service module in the video file is recorded, and The multiple interactions of the content service module complete the reception of all the data of the video file: after receiving the partial video data sent by the content service module, before the end of the partial video data playback, The content service module sends a download request carrying the offset location information of the last received partial video data, and receives the remaining video data returned by the content service module.

In an embodiment, the storage module is configured to save the video file acquired from the content service module in the terminal and record the attribute information of the video file in the following manner: after receiving the video file returned by the content service module After all the data is saved, the video file is saved locally in the terminal, and the attribute information of the video file is saved.

In an embodiment, the control module is configured to send a download request for a video file that needs to be played to a content service module of the IVVR server system in the following manner.

If the video file corresponding to the download request of the video file to be played has been saved locally in the terminal, the control dialing and dual-tone multi-frequency DTMF dialing module sends a download for the video file to be played to the content service module of the IVVR server system. A request, which carries attribute information of the locally saved video file.

In an embodiment, the control module is further configured to: after the end user system is started, send a service query request to the IVR service process processing module; and receive the video that is returned by the IVR service process processing module and available for downloading by the terminal user system. After the file list, send a download request for the video file list to the content service module; receive all video files in the video file list returned by the content service module, and notify the storage module to save locally in the terminal, and record the video. The attribute information of the file.

Systems and methods for implementing an IVVR for interactive voice and video response are described below by way of example.

Example 1

As shown in FIG. 7, the present example provides an IVVR implementation system including an end user system and an IVVR server system. The end user system includes a call and dual Tone Multi Frequency (DTMF) dialing module, a control module, an audio and video playing module, and a file caching module. The IVVR server system includes an IVR business process processing module, an audio media service module, and a content service module.

The end user system receives the relevant instructions from the IVR business process processing module through interaction with the IVR business process processing module, and completes the play display of the specified video files, pictures, and voices. The call and DTMF dialing module is configured to initiate a call to the IVR business process processing module and convert the user's keys into DTMF signals for transmission to the IVR business process processing module. The control module is configured to receive the control command sent by the IVR service process processing module, and control the audio and video playing module, the call and the DTMF dialing module, and the file cache module to perform related operations. The audio and video playback module is configured to receive the audio stream from the IVR business process processing module and play the voice into the user, process the video file data from the content service module and play the video into the user. The file cache module is set to cache video files for use in the next playback.

The IVVR server system utilizes the relevant IVR business process processing module and audio media service module, and the IVVR can be quickly implemented by deploying a new content service module. The content service module is mainly responsible for video file management and video file data delivery. The content service module includes a video file management module and a video file delivery module. The video file management module is configured to manage and store the video material to be played (for example, uploading, deleting, modifying, downloading, etc. of the video file), and generating a unique identifier for each video material. The video file delivery module is configured to send the video file data to the end user system after receiving the play request of the end user system. The video file delivery module can be implemented based on a universal World Wide Web (WEB) server, thereby avoiding the configuration of a dedicated video media server.

Example 2

In practical applications, there is a scenario where the user wants to see the picture text on the terminal, hear the system's prompt tone, background music, and the like. For example, in the insurance industry, users want to see the specific insurance terms through the picture screen, and can use the button to flip the page of the insurance clause according to the system's prompt tone, and hear the background music played by the system.

As shown in FIG. 8, in the scenario of playing a picture, the method of implementing the IVVR according to the IVVR system of Example 1 may include the following steps.

1) The user dials the specified access code through the end user system to initiate a call to the IVR service process processing module.

2) The IVR business process processing module sends a message to the end user system, which carries text content and text display style information.

Among them, the text content such as the content of the insurance clause, the text display style information such as the display format information of the clause.

3) The control processing module of the end user system receives the message, parses the content of the message, and sends the parsed content to the audio and video playback module.

4) The audio and video playback module generates a picture to the user according to the content of the message.

5) The audio media service module sends a voice stream to the end user system, the voice stream comprising data of at least one of system alert tone and background music.

The voice stream may be a Real-time Transport Protocol (RTP) voice stream.

6) After receiving the voice stream, the audio and video playing module of the end user system plays at least one of the system prompt tone and the background music.

7) If the user needs to look at the insurance clause of the next page, the user presses a button, the call of the end user system and the DTMF dialing module send a DTMF signal to the IVR business process processing module.

8) After receiving the DTMF signal, the IVR service process processing module performs the next process. For example, play the next voice and push the next page description.

Example 3

In the related art IVVR system, a dedicated video media server is generally used. The video media server generally completes a complicated processing flow such as streaming processing of a video file and encoding and decoding conversion according to a codec format supported by the terminal system. In addition to the complexity of system control processing, these processes are very costly and require a large number of servers to be configured. In the IVVR system of the embodiment of the present application, a universal, inexpensive WEB server can be used to provide video services without purchasing an expensive dedicated video media server.

As shown in FIG. 9, in the scenario of video playback, the method for implementing IVVR according to the IVVR system of Example 1 may include the following steps.

1) The system maintenance personnel upload the created video file through the video file management module in the content service module.

2) The user calls the IVR business process processing module through the end user system, and the IVR business process processing module sends a message to the end user system to inform the information of the video file (for example, video file 1) that needs to be played.

The information of the video file includes: a download address of the video file, such as a Uniform Resource Locator (URL).

3) The control module of the end user system receives the message, parses the content of the message, obtains the download address of the video file to be played (for example, video file 1), and sends a module request video file to the video file in the content service module. content.

4) The video file delivery module returns video file data to the end user system.

In the case that the video file is huge, the video file issuing module can return part of the file data while carrying the offset position of the data in the file.

For example, the video file delivery module can determine whether to return all data or part of the data according to the size of the video file: if the size of the video file exceeds the threshold, the partial user system returns part of the content, and carries the delivered content data in the video file. Offset position. The end user system identifies whether the data returned by the video file issuing module is all data or part of data, and determines whether to initiate a request to the content service module before the playing is completed, until the content service module sends all the data of the video file.

5) The end user system decodes the video file through the audio and video playing module to form a video image for display to the user.

6) The control module of the end user system continues to send a request to the video sending module before the end of the received video data playback, which carries the offset position of the newly received video data in the video file.

Steps 4), 5) and 6) are repeated until the end user system has received all of the data for the video file.

7) During the video playback process, the end user system sends the DTMF button signal to the IVR business process processing module to complete the interaction with the IVR business process processing module, and obtain the download address of the next video file (such as video file 2) that needs to be played. .

Repeat steps 3), 4), 5), 6), and 7) to implement video interaction between the end user system and the IVVR server system. The playback of subsequent video files is similar to the playback of the first video file.

Example 4

In this example, the end user system further includes a file caching module configured to cache the played video file, audio file, or picture.

In practical applications, there is a scenario in which the end user system needs to obtain the video file from the content service module each time, which is not only inefficient, but also consumes network bandwidth. When the wireless network is unstable or the bandwidth is narrow, the video quality is poor and the user experience is affected. This example presents an embodiment that avoids this by playing a locally cached video file.

As shown in FIG. 10, in a scenario with a local cache, the method of implementing IVVR according to the IVVR system of Example 1 may include the following steps.

1) The maintenance personnel upload the created video file through the video file management module.

The video file management module generates a unique identifier for each video file. If the video file is modified in the future, the modified video file corresponds to a new unique identifier.

2) The user invokes the call through the terminal user system to trigger the IVR service process processing module, and the IVR service process processing module sends a signaling message to the end user system to notify the video file to be played (for example, video1.3gp).

After receiving the signaling message of the IVR service process processing module, the control module of the terminal user system parses the signaling message, and queries whether the video file exists locally. If not, the module sends the module to the video file. Send a request to get video file data.

4) After receiving the request, the video file sending module sends the video file data to the end user system.

When the video file is large, the video file sending module and the end user system may transfer all the data of the video file in multiple times.

After receiving the video file data, the audio and video playing module of the end user system starts playing the video file, and sends the data of the video file to the file cache module to generate a local video file, and records the local video file. File properties.

The file attributes of the local video file may include: a download address, a file name, a file size, a last modification time, and the like.

6) After the user makes a second call to trigger the IVR business process processing module, the IVR business process processing module notifies the end user system to play the specified video file (for example, video1.3gp).

7) The control module of the end user system finds that the video file exists locally (for example, video1.3gp), and sends a request to the video file sending module, where the attribute information of the locally cached video file (for example, video1.3gp) is carried.

8) The video file delivery module compares the file attribute information carried in the received request with the video file existing on the content service module, and determines whether the video file cached on the end user system and the video file saved on the content service module are Consistently, if the video file cached on the end user system is consistent with the video file saved on the content service module, an instruction is sent to the end user system to notify the terminal to play the locally cached video file; if the video file and content cached on the end user system If the video files saved on the service module are inconsistent, the new video file data is returned to the end user system.

9) After receiving the instruction of playing the locally cached video file sent by the video file sending module, the terminal user system plays the locally cached video file (for example, video1.3gp) through the audio and video playing module.

Among them, the end user system plays the locally cached video file, the video playback will be smoother, and the bandwidth is saved.

Example 5

In this example, after the end user system is started, before the user does not call the IVR, the end user system can automatically download the latest video file from the content service module and pre-exist locally according to the current network situation (for example, a WIFI network), thereby ensuring the user. When you actually need to play these video files, you can use the locally pre-stored resources to save download time.

As shown in FIG. 11, in the pre-stored file playing scenario, the method for implementing the IVVR according to the IVVR system of Example 1 may include the following steps.

1) After the end user system is started, before the user does not call the IVR, the control module sends a message to the IVR business process processing module to obtain a video file.

The terminal user system may send a query message to the IVR service process processing module through the data network, and query a list of video files that may be used by the terminal user system; the query message may be a HyperText Transfer Protocol (HTTP) request message. Or socket (socket) message;

2) The IVR business process processing module sends a message to the end user system to inform the service of the video file download list that needs to be played.

3) The control module of the end user system parses the message, and after obtaining the video file download list to be played, sends a request for downloading the video file to the content service module.

4) After receiving the request, the content service module sends the relevant video file to the end user system.

5) After receiving the video file, the file cache module pre-stores the video file locally and records the attribute information of the video file.

Thereafter, if the user calls the IVVR service through the end user system, the processing steps after the call is established are the same as steps 6), 7), 8) and 9) in the example 4. The end user system plays the locally pre-stored video files, the video playback will be smoother and the bandwidth will be saved.

Claims

A method for implementing interactive voice and video response, applied to an interactive voice and video response IVVR server system including an interactive voice response IVR business process processing module and a content service module, comprising:

After receiving the call request of the terminal user system, the IVR service process processing module returns a first call response message to the terminal user system in response to the play of the call request corresponding video, wherein the first call response message carries Downloading information of the video file that the end user system needs to play;

After receiving the download request of the video file to be played by the terminal user system, the content service module sends the data of the video file to the end user system or instructs the terminal user system to play and save the local device. Video file.
The method of claim 1 further comprising:

After receiving the call request of the terminal user system, the IVR service process processing module returns a second call response message to the terminal user system in response to the play of the call request corresponding picture, where the second call response message carries The text content and the text display style information corresponding to the picture that the end user system needs to play.
The method of claim 2, wherein the IVVR server system further comprises an audio media service module, the method further comprising:

After the IVR service process processing module returns the second call response message carrying the text content and the text display style information to the terminal user system, the audio media service module sends an audio stream to the terminal user system; The audio stream includes at least one of a system prompt tone and background music.
The method of claim 1 wherein

The content service module sends the data of the video file to the end user system, including:

The content service module determines whether the size of the video file exceeds a threshold;

And sending, according to the determination result that the size of the video file exceeds the threshold, the sending of the video file data by multiple transmissions: after receiving the download request of the end user system, sending part of the data of the video file, And transmitting, to the end user system, the offset location information of the part of the data in the video file;

The delivery of the video file data is completed in one time based on the determination result that the size of the video file does not exceed the threshold.
The method of claim 1 wherein

The content service module sends the data of the video file to the end user system or instructs the end user system to play a video file saved locally in the terminal, including:

When the content service module learns from the download request of the end user system that the terminal user system does not save a video file corresponding to the download request of the terminal user system on the terminal, to the end user system Returning data of a video file corresponding to the download request of the end user system;

Obtaining, in the download request of the content service module from the terminal user system, that the terminal user system has saved a video file corresponding to the download request of the terminal user system on the terminal, and the saved on the terminal When the attribute information of the video file is consistent with the attribute information of the video file saved on the content service module, the terminal user system is instructed to play the video file locally saved by the terminal.
The method of claim 1 further comprising:

After receiving the service query request of the terminal user system, the IVR service process processing module sends a list of video files that are available for downloading by the terminal to the terminal user system; wherein the service query request is: The terminal user system automatically initiates a request to the IVR business process processing module after the terminal user system is started and before the user has not called the service processing;

After receiving the download request for the video file list sent by the terminal user system, the content service module sends the video file in the video file list to the end user system.
The method of any of claims 1-6, wherein

The content service module is a global wide area network WEB server.
A method for implementing interactive voice and video response, applied to an end user system, including:

Initiating a call request corresponding to video playback to an interactive voice response IVR service flow processing module of the interactive voice and video response IVVR server system, receiving a first call response message returned by the IVR service flow processing module, and from the Obtaining download information of the video file to be played in the first call response message;

Sending a download request for a video file that needs to be played to a content service module of the IVVR server system;

Receiving data of the video file returned by the content service module, or playing a video file corresponding to the download request of the video file to be played by the terminal user system locally saved by the terminal user system according to the instruction of the content service module.
The method of claim 8 further comprising:

Initiating a call request corresponding to the picture play to the interactive voice response IVR service flow processing module of the interactive voice and video response IVVR server system, receiving the second call response message returned by the IVR service flow processing module, and from the The second call response message acquires text content and text display style information corresponding to the picture to be played, and synthesizes the picture according to the text content and the text display style and displays the picture.
The method of claim 9, receiving the second call response message returned by the IVR business process processing module, and obtaining text content and text display corresponding to the picture to be played from the second call response message After the style information, the method further includes:

Receiving and playing the audio stream sent by the audio media service module of the IVVR server system; the audio stream includes at least one of a system prompt tone and background music.
The method of claim 8 wherein

Receiving the data of the video file returned by the content service module, including:

And determining, according to the data of the first received video file, part of the data of the video file, and recording, by the content service module, the offset position information of the part of the video data in the video file, by using Performing multiple interactions of the content service module to complete reception of all data of the video file;

The receiving, by the multiple interaction with the content service module, completing the receiving of all the data of the video file includes: after receiving the partial video data sent by the content service module, the partial video data Before the end of the playing, the content service module is again sent a download request carrying the offset position information of the last received partial video data, and the remaining video data returned by the content service module is received.
The method of claim 8, after receiving the data of the video file returned by the content service module, the method further comprises:

After receiving all the data of the video file, the video file is saved locally in the terminal, and the attribute information of the video file is saved.
The method of claim 12, wherein

Sending, to the content service module of the IVVR server system, a download request for a video file that needs to be played, including:

Sending, to the content service module of the IVVR server system, a download request for a video file to be played, based on determining that a video file corresponding to a download request of a video file to be played has been saved locally in the terminal, where The download request of the video file to be played carries the attribute information of the locally saved video file.
The method of claim 12, the method further comprising:

After the end user system is started, sending a service query request to the IVR business process processing module;

After receiving the list of video files that are available for downloading by the end user system by the IVR service process processing module, sending a download request for the video file list to the content service module;

Receiving all video files in the video file list returned by the content service module and saving them in the terminal, and recording attribute information of the video file.
An interactive voice and video response IVVR server system, comprising:

The interactive voice response IVR service process processing module is configured to receive a call request of the terminal user system and process the call request, and return a first call response to the terminal user system in response to the call request corresponding video playback a message, where the first call response message carries download information of a video file that the end user system needs to play;

a content service module, configured to: after receiving the download request of the video file to be played by the end user system, send the data of the video file to the end user system or instruct the end user system to play and save the terminal Local video file.
The IVVR server system according to claim 15,

The IVR service process processing module is further configured to: after receiving the call request of the terminal user system, return a second call response message to the end user system in response to the play of the call request corresponding picture, wherein the second The call response message carries text content and text display style information corresponding to the picture that the end user system needs to play.
The IVVR server system of claim 16, the IVVR server system further comprising an audio media service module;

The audio media service module is configured to send an audio to the end user system after the IVR business process processing module returns the second call response message carrying the text content and the text display style information to the end user system. The audio stream includes at least one of a system prompt tone and background music.
The IVVR server system according to claim 15, wherein

The content service module is configured to send data of the video file to the end user system in the following manner:

Determining whether the size of the video file exceeds a threshold;

And sending, according to the determination result that the size of the video file exceeds the threshold, the sending of the video file data by multiple transmissions: after receiving the download request of the end user system, sending part of the data of the video file, And transmitting, to the end user system, the offset location information of the part of the data in the video file;

The delivery of the video file data is completed in one time based on the determination result that the size of the video file does not exceed the threshold.
The IVVR server system according to claim 15, wherein

The content service module is configured to send data of the video file to the end user system or instruct the end user system to play a video file saved locally in the terminal in the following manner:

When it is learned from the download request of the end user system that the terminal user system does not save a video file corresponding to the download request of the terminal user system on the terminal, returning to the terminal user system and the terminal The data of the video file corresponding to the download request of the user system;

Obtaining, in a download request from the end user system, that the end user system has saved a video file corresponding to the download request of the end user system on the terminal, and the video file saved on the terminal When the attribute information is consistent with the attribute information of the video file saved on the content service module, the terminal user system is instructed to play the video file locally saved by the terminal.
The IVVR server system according to claim 15,

The IVR service process processing module is further configured to: after receiving the service query request of the terminal user system, send a list of video files available for downloading by the terminal to the terminal user system; wherein the service query request Yes: the end user system automatically initiates a request to the IVR business process processing module after the end user system is started and before the user has not called the service processing;

The content service module is further configured to send the video file in the video file list to the end user system after receiving the download request for the video file list sent by the terminal user system.
The IVVR server system according to any one of claims 15 to 20, wherein

The content service module is a global wide area network WEB server.
An end user system that implements interactive voice and video response, including:

a control module, configured to control a dialing and dual tone multi-frequency DTMF dialing module to initiate a call request corresponding to video playback to an interactive voice response IVR service flow processing module of the interactive voice and video response IVVR server system; receiving the IVR The first call response message returned by the service process processing module, and after obtaining the download information of the video file to be played from the first call response message, sending a video for the content to be played to the content service module of the IVVR server system a download request of the file; receiving data of the video file returned by the content service module and sending the data to the audio/video playing module for video playback, or notifying the audio and video playing module to play the local saved in the terminal according to the instruction of the content service module a video file corresponding to the download request of the video file to be played; controlling the storage module to save the video file acquired by the content service module locally in the terminal, and recording attribute information of the video file;

a dialing and dual tone multi-frequency DTMF dialing module, configured to send a call request to the IVR service flow processing module under control of the control module;

Audio and video playback module, set to play video;

A storage module configured to store the video file locally on the terminal.
The end user system of claim 22,

The control module is further configured to control a dialing and dual tone multi-frequency DTMF dialing module to initiate a call request corresponding to the picture play to the interactive voice response IVR service flow processing module of the interactive voice and video response IVVR server system; a second call response message returned by the IVR service process processing module, and acquiring text content and text display style information corresponding to the picture to be played from the second call response message, and displaying the text content and the text display style information Send to the audio and video playback module;

The audio and video playing module is further configured to synthesize a picture according to the received text content and text display style information and display the picture.
The end user system of claim 23,

The control module is further configured to: receive the second call response message returned by the IVR service flow processing module, and obtain text content and text display style information corresponding to the picture to be played from the second call response After receiving the audio stream sent by the audio media service module of the IVVR server system, the audio stream is sent to the audio and video playback module; the audio stream includes: at least one of a system prompt tone and background music;

The audio and video playing module is further configured to perform audio playback after receiving the audio stream.
The end user system of claim 22, wherein

The control module is configured to send a download request for the video file to be played to the content service module of the IVVR server system in the following manner:

Determining a dialing and dual-tone multi-frequency DTMF dialing module to send to the content service module of the IVVR server system for the required play based on determining that the terminal has locally saved the video file corresponding to the download request of the video file to be played. a download request of the video file, wherein the download request of the video file to be played carries the attribute information of the locally saved video file.
The end user system of claim 22,

The control module is further configured to: after the end user system is started, send a service query request to the IVR service process processing module; and receive a video file that is returned by the IVR service process processing module and available for downloading by the terminal user system. After the list, send a download request for the video file list to the content service module; receive all video files in the video file list returned by the content service module, and notify the storage module to save locally in the terminal, record Attribute information of the video file.