CN100463473C - Method for service switching in interactive voice answer system - Google Patents
Method for service switching in interactive voice answer system Download PDFInfo
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- CN100463473C CN100463473C CNB2004100701648A CN200410070164A CN100463473C CN 100463473 C CN100463473 C CN 100463473C CN B2004100701648 A CNB2004100701648 A CN B2004100701648A CN 200410070164 A CN200410070164 A CN 200410070164A CN 100463473 C CN100463473 C CN 100463473C
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Abstract
The invention discloses a business switching method for IVR system of communication filed. The method comprises the steps as follow: new business data which are loaded for cache storage are increased, while the primary business data are remained synchronously; the new conversations are entered into a new flow after completing loading the new business, while the conversions which are entered into the primary business flow are remained; the new business flow and the primary business flow are operated in parallel, and then are completely switched into the new business flow after finishing the conversations entering into the primary business flow, thereby ensuring the uninterruptedly stable switching of business. The invention also can be used to automatically remain the primary business and to prevent the system from intermitting services when the new business flow fails to be loaded.
Description
Technical field
The present invention relates to the communications field, relate in particular to the middle business switch method of interactive voice response system (IVR, InteractiVe Voice Response System) of network communicating system.
Background technology
Along with the communication technology increasingly extensive application in social every field, people are not content with simple conversation demand already for the requirement of communication, become a kind of effective means that enterprise improves service quality for the client especially.The IVR system produces under such demand and is used widely.In the IVR system, business is a very important content, business is meant at interactive voice response system (InteractiveVoice Response System, to call the IVR system in the following text) service that provides, an IVR system can provide different business simultaneously, generally speaking, a professional corresponding access code is such as 114,10000 and 95599 etc.
In existing IVR system, the renewal of (comprise increase sub-process, deletion sub-process, revise sub-process etc.) or voice need be upgraded (promptly professional switching) to operation flow because the change of operation flow.Carry out business and switch for the IVR system, be one comparatively common also may be more frequent thing, especially in information change very fast today.The business switch method that generally adopts in the present IVR system is to cut off the existing calling that has entered this operation flow by force, limit this professional incoming call, and unload existing operation flow, load new operation flow, behind loaded, just allow incoming call, finish the switching to business, this business switch method is called direct-cut operation.Obviously, adopting hard handover approach to exist needs to interrupt existing calling, and suspends shortcomings such as using operation flow.In fact, the interruption of operation flow is extremely unfriendly for user (telephone subscriber), also influences ISP's image, for transaction system, also can cause losing of transaction data.And the influence that professional time-out brings is equally very huge, especially for telecom operators, service disconnection 1 minute, all may cause the user of hundreds of even several thousand can not enter system, not only influence the income of operator, also greatly reduced the system service quality, also can cause customer complaint, be today of main competitive method with service quality, this influence is undoubtedly huge.
Summary of the invention
The objective of the invention is to overcome that prior art exists owing to interrupt existing call and suspend problems such as the loss of data of using operation flow to bring, reduction service quality, in the hope of proposing a kind ofly can not interrupt original business, automatically switching to business switch method in the IVR system of new business.
Business switch method in the IVR system that the present invention proposes is characterized in that, may further comprise the steps:
At first keep the session of existing business, and allow entering of new session, use the existing business flow process, load the new business data simultaneously; After the new business data load finishes, business is switched to new business, all new sessions enter new operation flow; For the session that enters original operation flow, handle according to original operation flow; If the new business flow process loads failure, continue to use original operation flow, not break in service of system; Wait unloads original business datum after entering all conversation ends of original operation flow, and professional the switching finishes.
Described method further may further comprise the steps:
(1) at first searches the current business that needs to switch in the position of professional concordance list,, then produce unusual if do not have index in the current business concordance list according to traffic ID (each business in system unique key value); Otherwise, the position K of record current business in concordance list, and keep current business;
(2) in professional concordance list, find a clear position Kt as deposit a little temporarily, and insert professional concordance list new record, configuration state is masked as invalid, and application business datum district Kt, begin to carry out the loading of new business data,, then remove Kt if professional the loading failed, and discharge business datum district Kt, return;
(3) after the new business loading is finished, purchase of property affair concordance list is masked as effectively, the Status Flag of colocation index Kt is effective, the Status Flag of the affair of the purchase of property simultaneously index K is invalid, this moment, the new business flow process came into effect, and for the session that enters former operation flow, continued to carry out former flow process, and the session that newly enters then enters new technological process;
(4) after the session of the flow process that enters original business is all over, unload original business datum K;
(5) the business datum district with professional index K points to business datum Kt, and configuration state is masked as effectively, removes professional index Kt, and service switch process is finished.
This step also can directly be removed professional index K, finishes service switch process.At this time Kt just is not that a use is deposited in conduct temporarily, but uses as the professional index after switching.This and the described step in front (5) do not have difference in essence.
The method of the invention is by increasing the new business data that buffer memory is deposited needs loading, keep original business datum simultaneously, behind the new business loaded, the session that newly enters enters new technological process, entered the then maintenance of original operation flow, new business flow process and original operation flow parallel running are after waiting to enter the conversation end of original operation flow, switch to the new business flow process fully, thereby guaranteed professional uninterrupted steadily switching.Adopt this mode to load under the situation of failure in the new business flow process, keep original business automatically, the assurance system can break in service.
Description of drawings
Fig. 1 is as business switch method flow chart in the IVR system of prior art.
Fig. 2 is a business switch method flow chart in the IVR of the present invention system.
Fig. 3 is a business datum organization chart in the method for the invention.
Fig. 4 (a) to (c) is as business switch method flow chart of steps in the IVR system of prior art.
Fig. 5 (a) to (e) is a business switch method flow chart of steps in the IVR of the present invention system.
Embodiment
Following the method for the invention is further described.
The method that realizes professional switching in the IVR system that the present invention proposes under the situation of not interrupting original business, automatically switches to new business, does not interrupt existing calling, and the also operation of non-interrupting service has guaranteed professional uninterrupted switching.This professional handoff technique is called professional soft hand-off.
Existing business switching mode (hard handover approach) when the IVR system need switch to new business, is carried out according to following handling process as shown in Figure 1:
(1) wait for conversation end or interrupt existing session by force, this moment, system can not insert new session, if interrupt by force, the time can ignore, if wait for conversation end, supposes that the stand-by period is T1;
(2) treat that existing session is all over after, unloading existing business data, discharge time is T2;
(3) load the new business data, required time is T3;
(4) treat the new business loaded, switch to new business, system can insert new session, and professional the switching finishes.Suppose that new business loads failure, may cause professional paralysis.Suppose to reload original business, need supposing the time is T4, during this period of time in, system still can not provide service.
According to above step, the time that the whole service loading procedure is spent is T=(T1)+T2+T3, in this process, new session can not enter operation flow, and this business is in substantially and stops service state, in the 1st step, suppose to stop by force existing session, then will greatly influence user satisfaction, suppose to wait for conversation end, if the operation flow time spent is long, then the time of system wait may reach several minutes; In the 3rd step, look what of loading content, institute's spended time does not wait, and supposes to have professional voice to be loaded into the situation of internal memory, and loading procedure also may reach several minutes.And hypothesis loads the new business data failure in the 3rd step, may cause the paralysis of this business, adopt remedial measures as crossing system, again return to former operation flow, the time that then returns to original operation flow and spent is T=(T1)+T2+T3+T4, and time and the T3 of T4 cost are suitable, and therefore the lasting time of whole process may be above 10 minutes, and in the whole process, system can not insert new session.For a larger IVR system (such as 1860,10000, systems such as 10001), several minutes stop the service, for the service provider, be that economic benefit or service quality all will be subjected to very big influence, in market competition very fierce today, the cost that this situation spent is very large.
And adopt method proposed by the invention, above situation to avoid, professional in handoff procedure, system does not have any pause, before new business loaded successfully, session entered original operation flow, after new business loads, new that session enters new operation flow, and entered the session of old operation flow, continue to use existing operation flow, and hypothesis loads the failure of new business flow process, system automatically restores to original operation flow, does not have any influence.
Key of the present invention has provided a kind of tight effectively switching mode and has realized professional switching the in the IVR system, adopt this method can guarantee professional uninterrupted switching, professional switching flow as shown in Figure 2, idiographic flow is as follows: the session that at first keeps existing business, and allow entering of new session, use the existing business flow process, load the new business data simultaneously.After the new business data load finishes, business is switched to new business, all new sessions enter new operation flow, have entered the session of original operation flow, handle according to original operation flow.If the new business flow process loads failure, also be to use original operation flow, system can break in service.Wait unloads original business datum after entering all conversation ends of original operation flow, and professional the switching finishes.Generally speaking, adopt the good effect that the present invention brought as follows: 1, in the service switch process, can not stop ongoing session; 2, in the service switch process, business can not stop service; 3, professional handoff failure, 0 time recovered.
Below in conjunction with accompanying drawing, and the realization of contrast existing business switching mode, describe the implementation of technical scheme proposed by the invention in detail:
1, the tissue of business datum
Organizing as shown in Figure 3 of business datum, business datum is made up of professional concordance list and business datum two parts, corresponding professional index information of every record in the professional concordance list, professional index information comprises service identification, effective marker (Valid/Invalid), business datum index etc.; Business datum comprises professional relevant data message such as professional voice messaging, Workflow messages, user data.Voice messaging comprises index information, the voice deposit position information (memory address or file physical location) of voice; Workflow messages then comprises information such as each voice flow level, branch, transfer; User profile has then comprised the data message that the active user is correlated with.The information of these several parts is associated by the business datum regional address of professional concordance list.Because each node data is fixed in the professional index information, and data volume is less, therefore professional index information should adopt static list of data (according to actual conditions, also can adopt dynamic assignment), can allocate a certain size professional number (N) in advance.The business datum district also may reduce, and actual the taking up room of business datum may differ bigger between different business because each operation flow may increase, and should adopt dynamic data to distribute (according to actual conditions, also can adopt static allocation).The interstitial content in business datum district is n, and the business that needs loading is arranged, and just has the existence in business datum district, therefore, and N 〉=n.
2, existing professional switching mode (direct-cut operation):
Here suppose organizing still as shown in Figure 3 of business datum, promptly adopt the mode in professional concordance list and business datum district, professional concordance list uses the business datum regional address related with the business datum district, and then existing switching mode handoff procedure is as follows:
(1) searches the business of current needs switching in the position of professional concordance list (being assumed to K) according to business datum district traffic ID earlier, and configuration state is invalid, for the session that enters this flow process, perhaps stop by force, perhaps wait for conversation end, at this moment, new session can not enter operation flow, shown in accompanying drawing 5 (d);
(2) when all current sessions end, unload original operation flow, shown in accompanying drawing 5 (d);
(3) application business datum district Kt, and begin to carry out the loading of new business data, shown in Fig. 5 (e);
(4) after the new business data load finishes, the business datum district of professional index K is pointed to business datum Kt, and configuration state is masked as effectively, service switch process is finished.Shown in accompanying drawing 4 (a).Hard handover approach not necessarily fully according to carrying out with upper type, unloads current business but its basic characteristics are exactly elder generation, reloads new business.
3, service switch process of the present invention (soft handover):
When IVR need carry out the business switching,, carry out following operation successively according to time sequencing:
(1) at first searches business that current needs switch in the position of professional concordance list,, then produce unusual if do not have index in the current business concordance list according to traffic ID; Otherwise, the position (be assumed to be K) of record current business in concordance list, and keep current business, shown in accompanying drawing 5 (a);
(2) in professional concordance list, find a clear position Kt as deposit a little temporarily, and insert professional concordance list new record, configuration state is masked as invalid, and application business datum district Kt, and begin to carry out the loading of new business data, shown in accompanying drawing 5 (b), if professional the loading failed, then remove Kt, and discharge business datum district Kt, return;
(3) after the new business loading is finished, purchase of property affair concordance list is masked as effectively, the Status Flag of colocation index Kt is effective, the Status Flag of the affair of the purchase of property simultaneously index K is invalid, and this moment, the new business flow process came into effect, for the session that enters former operation flow, continue to carry out former flow process, and the session that newly enters then enters new technological process, shown in accompanying drawing 5 (c);
(4) after the session of the flow process that enters original business is all over, unload original business datum K, shown in accompanying drawing 5 (d);
(5) the business datum district with professional concordance list K points to business datum Kt, and configuration state is masked as effectively, removes professional index Kt, and service switch process is finished, shown in accompanying drawing 5 (e).This step also can directly be removed professional index K, finishes service switch process.At this time Kt just is not that a use is deposited in conduct temporarily, but uses as the professional index after switching.This and the described step in front (5) do not have difference in essence.
Claims (5)
1. business switch method in the interactive voice response system is characterized in that, may further comprise the steps:
At first keep the session of existing business, and allow entering of new session, use the existing business flow process, load the new business data simultaneously; After the new business data load finishes, business is switched to new business, all new sessions enter new operation flow; For the session that enters original operation flow, handle according to original operation flow; If the new business flow process loads failure, continue to use original operation flow, not break in service of system; Wait unloads original business datum after entering all conversation ends of original operation flow, and professional the switching finishes.
2. business switch method in the interactive voice response system as claimed in claim 1 is characterized in that, described method further may further comprise the steps:
(1) at first search business that current needs switch in the position of professional concordance list according to traffic ID, if do not have index in the current business concordance list, then report is unusual, and flow process finishes; Otherwise the position of record current business in concordance list is K, and keeps current business;
(2) in professional concordance list, find a clear position Kt as deposit a little temporarily, and insert professional concordance list new record, configuration state is masked as invalid, and application business datum district Kt, begin to carry out the loading of new business data,, then remove Kt if professional the loading failed, and discharge business datum district Kt, return;
(3) after the new business loading is finished, purchase of property affair concordance list is masked as effectively, the Status Flag of colocation index Kt is effective, the Status Flag of the affair of the purchase of property simultaneously index K is invalid, this moment, the new business flow process came into effect, for the session that enters former operation flow, continue to carry out former flow process, the session that newly enters then enters new technological process;
(4) after the session of the flow process that enters original business is all over, unload original business datum;
(5) the business datum district with professional index K points to business datum Kt, and configuration state is masked as effectively, removes professional index Kt, or directly removes professional index K, and service switch process is finished.
3. business switch method in the interactive voice response system as claimed in claim 2, it is characterized in that, described business datum comprises professional concordance list and business information, corresponding professional index information of every record in the described professional concordance list, professional index information comprises service identification, effective marker, business datum index; Described business information comprises the data message that professional voice messaging, Workflow messages, user data service are correlated with.
4. business switch method in the interactive voice response system as claimed in claim 3 is characterized in that, described voice messaging comprises index information, the voice deposit position information of voice; Described Workflow messages then comprises each voice flow level, branch, transinformation; User profile comprises the data message that the active user is correlated with.
5. business switch method in the interactive voice response system as claimed in claim 3 is characterized in that, described professional index information adopts static list of data, allocates a certain size professional number N in advance, and described business information adopts dynamic data to distribute.
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| CN101841609B (en) * | 2009-03-19 | 2013-02-13 | 中国移动通信集团安徽有限公司 | Call flow processing method, device and system |
| CN101883060A (en) | 2009-05-08 | 2010-11-10 | 中兴通讯股份有限公司 | Service flow process switching method and media server |
| CN106412349B (en) * | 2015-07-16 | 2020-12-22 | 中兴通讯股份有限公司 | Method and system for realizing questionnaire flow of outbound system |
| CN110020765B (en) * | 2018-11-05 | 2023-06-30 | 创新先进技术有限公司 | Service flow switching method and device |
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| US20030212558A1 (en) * | 2002-05-07 | 2003-11-13 | Matula Valentine C. | Method and apparatus for distributed interactive voice processing |
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Patent Citations (4)
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| WO2001006741A1 (en) * | 1999-07-20 | 2001-01-25 | Speechworks International, Inc. | Speech-enabled information processing |
| US20030074198A1 (en) * | 2001-10-12 | 2003-04-17 | Lester Sussman | System and method for integrating the visual display of text menus for interactive voice response systems |
| US20030212558A1 (en) * | 2002-05-07 | 2003-11-13 | Matula Valentine C. | Method and apparatus for distributed interactive voice processing |
| CN1510896A (en) * | 2002-12-20 | 2004-07-07 | �Ҵ���˾ | Communication method and system between user and alternate phonic acknowledge application |
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