CN100495968C - System for mobile consultation service between mobile users - Google Patents

System for mobile consultation service between mobile users Download PDF

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CN100495968C
CN100495968C CN 200610080517 CN200610080517A CN100495968C CN 100495968 C CN100495968 C CN 100495968C CN 200610080517 CN200610080517 CN 200610080517 CN 200610080517 A CN200610080517 A CN 200610080517A CN 100495968 C CN100495968 C CN 100495968C
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consulting
service
mobile
consultants
user
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CN 200610080517
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CN1845495A (en
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廖建新
磊 张
童 徐
朱晓民
炜 李
樊利民
武家春
晶 王
纯 王
莉 程
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北京邮电大学
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Abstract

一种用于移动用户之间的移动咨询业务的系统和实现方法,系统由移动通信网、因特网、咨询用户与咨询顾问的手机/PC机、以及基于呼叫中心技术构建的局域网—移动咨询业务平台所组成。 System and implement method for a mobile consulting business between mobile users, the system by the mobile communication network, the Internet, mobile phone users with the advice of consultants / PC machine, based on call center technology to build the LAN - mobile consulting business platform composed. 实现方法的操作步骤为:(1)咨询顾问的登记注册或注销,(2)业务系统建立移动咨询业务的供给数据库,(3)咨询顾问设置咨询服务的开通时间,(4)咨询用户获取咨询服务,(5)业务系统为咨询顾问提供代计费服务。 Implementation of the method steps of: registration (1) consultant or cancellation, supply a database (2) service system to establish mobile consulting services, (3) consultants set opening time advisory services, (4) consulting user gets advice services, (5) business systems to provide billing services on behalf of a consultant. 本发明是一种基于现代信息网络和移动通信业务的咨询类信息服务,系统结构简单,充分利用现有网络及相关技术,易于扩充;操作步骤简单、合理,能够实现移动用户之间的咨询服务,满足信息时代中人们对信息的日益增长需求,具有广阔的应用领域。 The present invention is an information service based on the consultative modern information network and mobile communication services, the system structure is simple, and the full use of existing network technologies, easy to expand; Procedure simple, rational, consulting services can be achieved between the mobile user to meet the information age in the growing demand for information, and has broad applications.

Description

用于移动用户之间的移动咨询业务的系统 A system for mobile consulting business between mobile users

技术领域 FIELD

本发明涉及一种移动通信的新技术或新业务,确切地说,涉及一种用于移动用户之间的移动咨询业务的系统和实现方法,属于移动通信的增值业务技术领域。 The present invention relates to a new technology or a mobile communication service and, more particularly, to a system and method for implementing mobile consulting service between the mobile user for value-added service belonging to the technical field of mobile communications.

背景技术 Background technique

当今社会是一个信息爆炸的时代, 一方面海量的信息不断推陈出新、高速涌现,另一方面人们对各种信息的需求也越来越迫切、越来越深入。 Today's society is an era of information explosion, while vast amounts of information continues to introduce new, high-speed emergence, on the other hand the demand for all kinds of information more and more urgent, more in-depth. 目前,大 At present, the

多数人群主要采用下述两种方式获取信息:通过独立自学直接获取信息或通过亲朋、好友、同学或同事等熟人之间间接获取信息。 Most people mainly in the following two ways to get information: direct access to information through independent self-study or obtain information between friends and relatives, friends, classmates or colleagues and other acquaintances indirectly. 但是,两者都存在缺陷: 前者是个人力量有限,这种方式获取的信息量小、低效,后者是熟人所拥有的信息量依然有限或比较肤浅、简单,而且求教别人要拖欠人情,这也是现代人的独立人格所不情愿的。 However, both are flawed: the former personal power is limited, the small amount of information obtained in this way, inefficient, which is owned by an acquaintance of the amount of information is still limited or superficial, simple, and ask for advice to others owed favors, this is also the independent personality of the modern reluctant.

Internet的出现和发展改变了上述情况,人们可以通过Internet快速获取海量信息,但这种获取信息的方式依然有其不足: 一是要求具备上网条件和能力, 尤其是在移动环境下能够上网的人更少。 The emergence and development of Internet has changed the above, one can quickly access vast amounts of information through the Internet, but in this way to get information still has its shortcomings: First, the requirements have Internet access and capability, especially in a mobile environment can people online less. 二是在Internet上虽然有海量信息, 但是因为提供的服务是免费的,使得能够提供高质量信息服务的人往往不愿意无偿地在Internet上开放其信息服务,这就大大降低了Internet上的信息质量和可信度。 Second, on the Internet, although there are vast amounts of information, but because the service is provided free of charge, so that people can provide high-quality information services are often reluctant to open its information services free of charge on the Internet, which greatly reduces the information on the Internet quality and credibility. 三是Internet是一个基于存储转发机制的网络,具有非实时的特点, 承载的信息大多采用图文形式,人们很难在Internet上获得实时的、交互的、 语音的信息服务。 Third, the Internet is a web-based store and forward mechanisms, have the characteristics of non-real-time, information-carrying mostly used graphic form, it is difficult to obtain real-time, interactive, voice information services on the Internet.

在这种情况下,矛盾就自然产生了: 一方面,几乎每个人在某个时候都会产生随时随地获得实时的、交互的、语音的、专家级的信息咨询服务的需求, 并且,大多数人都愿意为这种咨询服务支付费用;另一方面,几乎每个人都是 In this case, naturally produced a contradiction: on the one hand, almost everyone will have real-time, interactive anytime, anywhere voice at some point, demand for expert information consulting services, and most people are willing to pay for such advisory services; on the other hand, almost everyone

6某个或多个领域的"专家",拥有相关领域的知识、经验、技能、工具(如Intemet、 电子辞典、专业数据库等)和时间、精力,在某些特定时间可能都希望利用上述资源提供咨询类信息服务,以获取经济(金钱)、精神(信誉)或其它有价值的报酬。 6 one or more areas of "experts", with related areas of knowledge, experience, skills, tools (such as Intemet, electronic dictionaries, specialized databases, etc.) and the time, effort, at certain times might want to take advantage of these resources provide advisory class information services to get the economy (money), spiritual (credit) or other valuable consideration. 而且,随着社会的发展和进步,人们的上述需求会更加强烈和迫切, 但是,尽管存在这种需求和供给,却因为缺乏一个有效的中介系统使得供需双方无法达成交易。 Moreover, with the development and progress of society, the people will demand more intense and urgent, but, despite this demand and supply, but because of the lack of an effective intermediary system allows both parties can not reach a deal. 因此,如何开发和提供上述业务系统就成为业内人士所关注的一个新课题。 Therefore, how to develop and provide such services system has become a new topic of concern to the industry.

发明内容 SUMMARY

有鉴于此,本发明的目的是提供一种用于移动用户之间的移动咨询业务的系统,本发明的移动咨询业务是为了解决上述矛盾而专门设计的一种基于现代信息网络和移动通信基本业务之上的咨询类信息服务,该业务能够满足信息时代中人们对信息的日益增长需求,具有广阔的发展空间和良好的发展前景。 In view of this, object of the present invention to provide a mobile system consulting service for between mobile users, and mobile business consulting to the present invention is specifically designed to resolve these contradictions a modern information network and the mobile communication based on the base consulting on business class information service, the service can meet the information age in the growing demand for information, with a broad space for development and good development prospects.

为了达到上述目的,本发明提供了一种用于移动用户之间的移动咨询业务的系统,包括:移动通信网、因特网、咨询用户的手机/PC机、通过移动通信 To achieve the above object, the present invention provides a system for mobile consulting service between the mobile user, comprising: a mobile communication network, the Internet, advising mobile phone users / PC unit, the mobile communication

的咨询顾问的手机/PC机;其特征在于:所述系统还包括基于呼叫中心技术构建的一个局域网一一移动咨询业务平台;该移动咨询业务平台中至少包括下述网元: Consultants phone / PC machine; characterized in that: said system further comprises a call center based on a local area network technology to build mobile eleven consulting service platform; consulting the mobile platform comprising at least the following network elements:

呼叫坐席,由话务员使用的多个计算机终端和耳麦式电话终端组成,以供话务员通过电话终端与用户和咨询顾问交互,同时使用计算机终端接入数据库服务器,进行业务数据的查询、增删、更改的操作,并通过计算机终端向应用服务器发出指令,使其完成用户与咨询顾问之间的媒体的会话控制和消息转发; Call agents, multiple computers used by the operator terminal and headset telephone terminal composed for the terminal operator to interact with users and consultants, by telephone while using computer terminal access the database server, query business data, deletions, changes operation, and issues an instruction to the terminal via the application server computer to complete the session control messages and media between a user and forwarding consultants;

排队机,用于对接入的呼叫和其它媒体的请求进行排队,并按照设定的排队规则分配给话务员处理; ACD call for requesting access queuing and other media, and assigned to the operator in accordance with the process set queuing discipline;

数据库服务器,用于存储咨询顾问和咨询用户的基本数据和业务数据,包括:咨询顾问的虚拟号码/虚拟标识及其在线状态、咨询内容的种类和补充描述、咨询的计费方式和费率、咨询记录、计费话单、投诉记录; Database server, the basic data used to store data and business consultants and consulting users, including: virtual numbers Consultant / virtual identity and their online status, type and supplementary advice description of the content, billing and tariff advice, counseling records, the CDR, complaint records;

应用服务器,用于运行移动咨询业务软件,控制语音及其它媒体服务器完 Application server for running mobile software consulting services, voice and other media server control End

成J?某体资源的控制和消息的交互处理功能,至少包括:产生和发送通知消息、 转发用户和顾问之间的交互消息,并负责完成计费功能,产生计费话单; ? J interactive processing function to control and message body of a resource, at least comprising: generating and sending a notification message, forwarding the message interaction between users and consultants, and is responsible for the completion of the accounting function, resulting in the CDR;

管理服务器,用于完成系统的管理功能,至少包括:对咨询顾问、咨询用户、话务员、系统设备的管理,对咨询服务记录、计费记录、才殳诉记录的各种数据的统计和分析; Management server for complete system management functions, including at least: for consultants, consulting user, operator, equipment management system, the consultation service records, billing records, statistics and analysis Shu complaint was recorded in various data;

语音服务器,用于完成电话的接入和呼出,以及交互式语音应答系统IVR 的至少包括放音、收号的各种基本操作,并在应用服务器的控制下实现对话路的控制; Voice server, for both incoming and outgoing calls completed, and interactive voice response IVR system comprises at least playback, all the basic operations of the received number, and to achieve control of the dialogue channel under the control of the application server;

短消息SMS服务器,用于完成短消息的接收和发送,在该短消息SMS服务器的数据库中存储短消息,并在应用服务器的控制下实现短消息的转发和发送。 The SMS server, for receiving and sending short messages is completed, the short message is stored in the database of the short message SMS server, and sending a short message and forwarding implemented under the control of the application server.

所述移动咨询业务平台根据业务需要还包括有下述一个或多个移动咨询业务网元: Consulting the mobile service platform according to the service needs further comprises one or more of the following mobile consulting service network element:

WAP服务器,向咨询用户和咨询顾问提供WAP接入,并根据咨询用户或咨询顾问的WAP指令,对该WAP服务器的数据库中的相应数据执行包括浏览、 查询、增删、修改的操作; WAP server, to provide WAP access to the user and consulting advice, instructions and advice in accordance with WAP users or consultants, including performing browse, query, deletions, modifications to the operation of the data in the database corresponding WAP server;

WEB服务器,向咨询用户和咨询顾问提供WEB接入,并根据咨询用户或咨询顾问的WEB指令,对该WEB服务器的数据库中的相应数据执行包括浏览、 查询、增删、修改的l喿作; WEB server, providing advice to the user and consulting WEB access, and the user or advice in accordance with the instruction WEB consultants, perform the corresponding data in the database comprises a WEB server browse, query, deletions, modifications as l Qiao;

多媒体消息MMS服务器,完成多媒体消息的接收和发送,在该多媒体消息MMS服务器的数据库中存储多媒体消息,并在应用服务器的控制下实现多媒体消息的转发和发送; MMS multimedia message server, the multimedia message is completed receiving and sending a multimedia message stored in the database of the MMS multimedia message server, and to achieve multimedia message transmission forwarding and under the control of the application server;

电子邮件Email服务器,用于完成Email的接收和发送,在该电子邮件Email 服务器的数据库中存储Email,并在应用服务器的控制下实现Email的转发和发送。 Email mail server for performing the receiving and transmitting Email, the electronic mail is stored in a database Email Email server, and implement forwarding and send Email under the control of the application server.

8业务平台分配给每个咨询顾问的,且每个虚拟号码/虚拟标识都是唯一的,并与该咨询顾问的手机号码相对应,且应保证各虚拟标识互不相同或过于近似。 8 business platform is assigned to each consultant and each virtual number / virtual identifier is unique, and corresponds to the consultant's phone number, and shall ensure that all different from each other virtual identity or too similar.

所述移动咨询业务平台还包括一个用于存储供需搜索匹配信息的移动咨询业务的供给数据库,该供给数据库是根据咨询顾问的注册信息建立的,其中咨 Consulting the mobile service platform further comprises a database for storing feed supply and search for matching mobile consulting service information, which is supplied to the database established in accordance with the registration information consultant, wherein Advisory

询顾问信息是按照费率从低到高、服务满意率从高到低的顺序排列;该数据库中的基本数据单元至少包括下述信息:咨询顾问的虚拟号码/虚拟标识、咨询服务的类别数目、各项咨询服务的内容及其附加说明、计费方式和费率。 Inquiry information is arranged in a consultant rate from low to high, in descending order of the service satisfaction rate; basic data unit of the database includes at least the following information: the number of virtual consultant / virtual identifier, the number of classes consulting , content and additional instructions, billing and rates of consulting services.

所述数据库服务器中存储的咨询用户的基本数据包括与该咨询用户的手机号码相对应的虚拟号码,该虚拟号码的生成过程是:用户拨打业务号码接入业务系统时,业务系统根据用户的手机号码直接生成或查询与该用户手机号码相对应的虚拟号码,该虚拟号码在用户所有获取咨询服务的过程中始终保持不变。 Consulting the user's basic data stored in the database server comprises a virtual number and mobile phone number of the advice corresponding to the virtual number generation process is that: when the user dials the access number service service system, according to the user's phone service system virtual numbers directly generation or query number and the user's mobile phone number corresponding to the virtual number remains unchanged in all user acquisition advisory services in the process.

所述移动咨询业务平台中的短消息SMS服务器、多媒体消息MMS服务器分别负责咨询用户和咨询顾问之间短消息、多媒体短消息的通信转接,在上述各种通信的来电显示的号码为:业务号码+虚拟号码。 Consulting the mobile short message service platform server SMS, MMS multimedia message server is responsible for a short message between the user and consulting advice, transfer the multimedia short message communication, in the above-described various communications call number is displayed: service number + virtual number.

所述移动咨询业务平台中的应用服务器在执行计费功能时,咨询业务的费用仅限于咨询服务的信息费,不包括咨询过程中咨询用户和平台/咨询顾问之间的电话、短消息和多i某体短消息的其它通信费用;当咨询月艮务按次计费时,业务系统的计费将不考虑咨询方式和时长;当咨询服务按时间计费时,业务系统仅对电话方式的咨询时间进行计贵,计费时间从用户与咨询顾问电话接通开始, 到电话终止为止,其它方式的消息交互不在计费范围内。 The consulting business platform mobile application server in performing accounting functions, cost consulting business consulting services are limited to information costs, not including the consultation process calls, short messages between users and consulting platform / consultants and more than other communication costs of a body of short message i; when advice that works to pay-per-month time billing, billing service system will not consider counseling methods and duration; when consulting services billing by time, business phone systems only way consulting time for an accounting, billing time users and consultants from the beginning of the call is connected, the phone is terminated, the message interaction is not within the scope of other ways of billing.

所述移动咨询业务平台中的应用服务器在执行计费功能时,通常采用的咨询服务计费的默认值是预定费率,但在提供咨询服务过程中,咨询顾问无法满足或部分满足用户要求时,咨询顾问可以主动变更本次咨询服务的费率:更改为免费或半价,应用服务器再按照变更后的费率对咨询服务计费;变更费率的方式有下述两种: The consulting business platform mobile application server in performing accounting functions, the default value consulting services billing usually are predetermined rates, but in the process of providing advisory services, consultants can not meet or partially meet user requirements , consultants can take the initiative to change this consultation service rates: change free or half-price, application server and then the rates after the change of accounting advisory services; the rate of change has the following two ways:

在线费率变更:采用电话咨询方式时,咨询顾问在咨询结束但电话仍未挂 Online Rate Changes: When using telephone consultation mode, a consultant at the end of the consultation but the phone still hanging

9断时,通过按键以变更费率,规则是:按压'T,键-半价,按压"0,,键-免费; 9 off by the key to change the rate, the rule is: pressing the 'T, key - half pressed "key 0 ,, - free;

离线费率变更:在咨询结束后所设置的费率变更期限内,咨询顾问向业务号码发送短消息或电子邮件来变更咨询服务的费率,规则是:发送交易号+ < 空格或逗号〉+ "l"或"0",其中"l"为半价,"O"为免费。 Offline rate change: change in the rates at the end of the consultation period set, consultants, send text messages or e-mail to the service number to change the tariff advisory services, the rule is: send transaction number + <space or comma> + "l" or "0", where "l" is half price, "O" is free.

所述管理服务器在接收用户对咨询顾问的投诉时,有下述两种方式: 在线投诉:采用电话咨询方式时,听取了本次咨询服务的统计信息但电话仍未挂断时,用户根据系统提示对咨询顾问进行投诉,并在投诉中要求咨询费用减为半价或免费:按压'T,键表示要求半价,按压"O"键表示要求免费;或 The management server receives user complaints about consultants, has the following two ways: Online Complaint: When using telephone consultation way, heard of this statistical information consulting services but not yet hung up the phone, the user according to the system tips for consultants to make a complaint and requested that the complaint in consulting fees reduced to half-price or free: pressing the 'T, represent key requirements half, pressing the "O" key indicates that the requested free; or

离线投诉:咨询结束后设置的投诉期限内,用户可通过拨打业务号码或登陆业务网站来投诉咨询顾问,要求半价或免费;或者在收到短消息形式的统计信息后的投诉期限内,用户通过回复"交易号+咨询顾问的虚拟号码或虚拟标识+ 〈空格或逗号〉+1或0"进行投诉,其中l代表要求半价,O代表要求免费。 Offline Complaints: Complaints within the time limit set by the end of the consultation, the user can complain by calling service number or visit the website business consultant, free or half-price requirements; or within a period after receipt of the complaint statistics in the form of a short message, the user reply "transaction number + consultants virtual or virtual identification number + <space or comma> +1 or 0" to make a complaint, where l represents the half-price requirements, O representatives called free.

所述管理服务器中设有对咨询顾问的服务质量和信誉进行有效监控的服务满意率的管理和控制软件模块,该软件模块对服务满意率的计算方法是: The management server has a reputation for quality of service and consultant for effective monitoring of service satisfaction rate of management and control software module, the software module calculation method of the service satisfaction rate is:

服务满意率=100%-被投诉的服务费用/总服务费用,式中被投诉的服务费用是用户要求减免但被咨询顾问拒绝的费用,即被投诉咨询服务费用=用户要求免费的服务费用与要求半价的服务费用x 50%之和; Service satisfaction rate = 100% - complained of the service cost / total cost of the service, where the complaint is the cost of service user requirements fee waiver but was refused consultant, ie complaints and information service free of cost = user requirements and service fees the service requires half the sum of the cost x 50%;

对于没有提供过咨询服务的新咨询顾问,其总服务费用为0,此时不存在服务满意率,管理服务器可为其设置一个初始值,初始值越大,表示对该新咨询顾问的扶植力度越大; For not provided consulting services of new consultants, the total service cost is zero, the Service satisfaction rate does not exist, the management server can then set an initial value, the greater the initial value, expressed support for the efforts of the new consultants The greater;

对于仅提供过免费咨询服务的咨询顾问,其总服务费用为0,此时不存在服务满意率,管理服务器可为其设置一个初始值,初始值越大,表示对该咨询顾问的扶植力度越大。 For a free consultation service is only available through consultants, the total service cost is zero, the Service satisfaction rate does not exist, the management server can then set an initial value, the greater the initial value, the more support the efforts of consultants Big.

该方法和系统,移动运营商充当咨询类信息服务的中介商,负责收集、记录和整合各种咨询服务信息,为用户提供统一的接入和搜索服务,并在咨询服务的 The method and system, mobile operators acting as intermediaries class information consulting services, responsible for collecting, recording and integrating a variety of information consulting services, to provide users with unified access and search services, and consulting services

10过程中进行通信转接和实时计费,以及对咨询业务中的双方(即咨询用户和咨询顾问)信誉、权益进行管理和控制。 10 process communication adapter and real-time billing, as well as consulting services in both parties (ie consulting users and consultants) credit, equity management and control. 本发明充分利用现有网络系统及相关技 The present invention leverages existing network systems and related technologies

术,业务系统的结构简单,并易于扩充;实现方法步骤简单、合理,能够确实 Simple structure and operation, business systems, and easy to expand; implementation process is simple, reasonable, can indeed

保证实现移动用户之间的咨询服务,并具有广阔的应用领域。 Ensure the realization of consulting services between mobile users, and has broad applications. 附图说明 BRIEF DESCRIPTION

图l是本发明移动咨询业务的系统组成结构示意图。 Figure l is a system structural diagram of the present invention, a mobile consulting services.

图2是本发明移动咨询业务的系统实现方法总体操作步骤方框图。 FIG 2 is a block diagram of the present invention, the step of moving the overall operation of consulting services system implementation. 图3是本发明移动咨询业务的系统实现方法中咨询用户获取咨询服务的实施例处理时序示意图。 FIG 3 is a consulting advice users to access the processing system embodiment of the present invention, the mobile consulting service implementation in the timing diagram.

具体实施方式 Detailed ways

为使本发明的目的、技术方案和优点更加清楚,下面结合附图对本发明作进一步的详细描述。 To make the objectives, technical solutions, and advantages of the invention more apparent, the accompanying drawings The present invention will be further described in detail with.

参见图1,本发明是一种用于移动用户之间的移动咨询业务的系统,该系统包括:移动通信网2、因特网3、咨询用户的手机/PC机、咨询顾问的手机/PC 机以及基于呼叫中心技术构建的一个局域网——移动咨询业务平台1;其中该移动咨询业务平台1中包括下述网元: Referring to Figure 1, the present invention is a mobile system consulting services between mobile users, the system comprising: a mobile communication network 2, Internet 3, advising the user of the mobile phone / PC machine, consultants phone / PC machine and based on the call center technology to build a LAN - consulting service mobile platform 1; wherein the mobile platform 1 consulting service network element comprising:

呼叫坐席,由话务员使用的多个计算机终端和/或耳麦式电话终端组成,以供话务员通过耳麦与用户/咨询顾问交互,同时使用计算机终端接入数据库服务器,进行业务数据的查询、增删、更改的操作,并通过计算机终端向应用服务器发出指令,使其完成用户与咨询顾问之间的媒体的会话控制和消息转发; Call agents, multiple computer terminals used by the operator and / or headset telephone terminal composition for use by the operator with the user through the headset / consultant interaction while using a computer terminal to access the database server, service data queries, additions, changes operation, and issues an instruction to the application server through a computer terminal, so as to complete the session control messages and media between a user and forwarding consultants;

排P人机,对接入的呼叫和其它媒体的请求进行排队,并按照排队规则分配给话务员处理; Row of the display unit P, the call request and other media access queue, and assigned to the operator in accordance with the processing queuing discipline;

数据库服务器,存储咨询顾问和用户的基本数据和业务数据,包括:咨询顾问的虚拟号码/虚拟标识ID及其在线状态、咨询内容的种类和补充描述、咨询的计费方式和费率、咨询记录、计费话单、投诉记录等; Database server, data base and data storage consulting and business users, including: virtual numbers Consultant / virtual identity and online ID, type, and supplement advice description of the content, billing and tariff advice, counseling records , the CDR, the complaint records;

ii应用服务器,运行移动咨询业务软件,控制语音、SMS、 MMS、 Email等服务器完成媒体资源的控制或消息的交互处理等功能,包括:产生和发送通知消息、转发用户和顾问之间的交互消息,并负责完成计费功能,产生计费话单; ii application server, running mobile software consulting business, controlled voice, SMS, MMS, Email and other servers complete interactive media resources processing functions or control messages, comprising: generating and sending a notification message, forwarding the message interaction between users and consultants and is responsible for the completion of the accounting function, resulting in the CDR;

管理服务器,完成系统的管理功能,包括:对咨询顾问、用户、话务员、 系统设备的管理,对咨询服务记录、计费记录、投诉记录等各种数据的统计和分析; Management server, complete system management functions, including: to consultants, user, operator, equipment management systems, statistical analysis and consulting services to a variety of data records, billing records, records of complaints;

语音服务器,完成电话的接入和呼出,以及放音、收号的IVR各种基本操作,并在应用服务器的控制下实现对话路的控制; Voice server, both incoming and outgoing calls to complete, and playback, IVR number receiving various basic operations, the dialogue and achieve control channel under the control of the application server;

WAP服务器,向用户和咨询顾问提供WAP接入,并才艮据用户或咨询顾问的WAP指令对数据库中的相应数据执行包括浏览、查询、增删、修改的操作; WAP server, users and consultants to provide WAP access and WAP only Burgundy, according to user instructions or consultants to perform the corresponding data in the database to include browse, query, add or delete, modify operation;

WEB服务器,向用户和咨询顾问提供WEB接入,并根据用户或咨询顾问的WEB指令对数据库中的相应数据执行包括浏览、查询、增删、修改的操作; WEB server, providing the user and consulting WEB access, and performs the corresponding data in the database comprises a browser according to user instructions or WEB consultants, query, deletions, modifications operation;

SMS服务器,完成短消息的接收和发送,在数据库中存储短消息,并在应用服务器的控制下实现短消息的转发和发送; SMS server, complete short message receiving and sending short messages stored in the database, and sending a short message and forwarding implemented under the control of the application server;

MMS服务器,完成多媒体消息的接收和发送,在数据库中存储多媒体消息, 并在应用服务器的控制下实现多媒体消息的转发和发送; MMS server, the completion of the receive and transmit multimedia messages, a multimedia message stored in the database, and to achieve multimedia message transmission and forwards under the control of the application server;

Email服务器,用于完成Email的接收和发送,在数据库中存储Email。 Email server for performing the receiving and transmitting Email, Email is stored in the database. 并在应用服务器的控制下实现Email的转发和发送。 And implement forwarding and sending Email is under the control of the application server.

其中呼叫坐席、排队机、数据库服务器、应用服务器、管理服务器、SMS 服务器和语音服务器在平台中是必须的,其他服务器为根据业务需要而选择设置的。 Wherein the call agent, ACD, database servers, application servers, management servers, SMS server and a voice server platform is a must, and choose other servers based on business needs to set.

图1中所示的移动咨询业务平台设置有下述对外接口: FIG mobile consulting service platform shown in FIG. 1 is provided with the following external interface:

与移动交换中心MSC之间的语音接口(El),用于用户和咨询顾问通过该接口直接或间接地使用语音接入到移动咨询业务平台中; And voice interface (El) between the mobile switching center MSC, and consulting the user for using voice to access directly or indirectly through the interface of the mobile consulting service platform;

与短消息网关之间的SMS接口,用于用户和咨询顾问通过该接口直接或间接地用SMS接入到移动咨询业务平台中; And an interface between the short message SMS gateway for the user and consulting SMS directly or indirectly with mobile access to consulting service platform via the interface;

与多媒体消息中心MMSC之间的MMS接口:用于用户和咨询顾问通过该 And the interface between MMS multimedia messaging center MMSC: for users and consultants by the

12接口直接或间接地用MMS接入到移动咨询业务平台中; 12 interfaces directly or indirectly with access to the MMS mobile consulting service platform;

与WAP网关之间的WAP接口,用于用户和咨询顾问通过该接口直接或间接地用WAP接入到移动咨询业务平台中; And an interface between the WAP gateway WAP, and consulting the user for directly or indirectly with a mobile WAP access to consulting service platform via the interface;

与GPRS网关支持节点GGSN之间的超文本传输协议HTTP接口,用于用户和咨询顾问通过该接口直接或间接地用HTTP接入到移动咨询业务平台中; Hypertext Transfer Protocol HTTP and the interface between the gateway GPRS support node GGSN, and for user access through the interface consultant directly or indirectly with the mobile HTTP consulting service platform;

与Internet上的PC终端之间的HTTP接口,用户和咨询顾问都可以通过该接口用PC终端接入到移动咨询业务系统中。 And HTTP interface, users and consultants between the PC terminal on the Internet can access the system via mobile consulting business that interface with a PC terminal.

为节省咨询顾问的通话费用,咨询顾问也可通过固定电话或小灵通电话形式接入移动咨询业务系统,为用户提供服务。 To save the cost of calls consultant, consultants can also access the system via mobile consulting business fixed phone or PHS phone form for users.

参见图2,介绍本发明系统实现方法的各个操作步骤: (1 )咨询顾问的登记注册或注销:移动用户必须在运营商的业务系统办理登记注册,才能作为咨询顾问;业务系统所登记的每个咨询顾问的服务信息包括:咨询服务的类别数目、咨询服务的内容及其附加说明(如"西班牙语翻译"、 "化工专业英语翻译"、"丽江导游"、"家庭装修顾问及建材家具导购,,)、计费方式(如按时间计费或按次计费)和费率(如"l元/分钟"、"0.5元/分钟"、"2元/ 次"、"免费,,等);业务系统为每个咨询顾问分配一个与其手机号码相对应的唯一的虚拟号码和/或虚拟标识ID (如"新浪咨询"、"装修专家小强"等),运营商应保^正各虚拟标识ID互不相同或过于近似; Referring to Figure 2, describes the various steps of the inventive system implementation method: registration (1) consultant or cancellation: mobile user must check register in the operator's business system, to a consultant; business system registered per a consultant service information includes: the number of categories of consulting services, content and annotated advisory services (such as "Spanish translation", "Chemical English translation", "Lijiang tour guides," "furniture, building materials and home improvement consultant shopping guide ,,), the charging mode (e.g., pay per view billing or time) and rate (e.g., "l yuan / minute", "0.5 yuan / minute", "2 / times", "free ,, etc. ); business system assigns a its phone number for each consultant corresponding unique virtual number and / or virtual identifier ID (such as "Sina consultation", "decoration expert Xiao Qiang", etc.), operators should ensure ^ n each virtual mutually different identification ID or too approximation;

注销是指咨询顾问终止提供咨询业务。 Write-off means the termination of consultants provide consulting business. 咨询顾问可拨打业务号码、访问业务网站、或到运营商的营业厅进行登记的不同方式办理注销手续,以便业务系统删除该咨询顾问登记注册的各项咨询服务信息,终止提供咨询业务。 Consultants can call the service number, access to business site, or to the operator's business hall of the different ways of registration procedures for cancellation, in order to remove the business systems consultant registered in the information consulting service, terminate consulting business.

(2 )业务系统建立移动咨询业务的供给数据库:业务系统根据咨询顾问的注册信息,建立一个移动咨询业务的供给数据库,用于供需搜索匹配。 (2) the establishment of mobile business systems consulting business supply database: business systems consultant in accordance with the registration information, the establishment of a mobile supply database consulting business, searching for matching supply and demand. 其中基本数据单元的格式如下表所示: Wherein the format of the elementary data unit as follows:

咨询顾问的虚拟号码_ Consultants virtual numbers _

咨询顾问的虚拟标识ID_ Consultant virtual identity ID_

咨询服务的种类数(n) — Number of types of consulting services (n) -

13<table>table see original document page 14</column></row> <table> 13 <table> table see original document page 14 </ column> </ row> <table>

各个咨询顾问信息是按照费率从低到高、服务满意率从高到低的顺序排列。 Each consultant rate information is arranged from low to high, service satisfaction rate from high to low in the order.

(3) 咨询顾问设置咨询服务的开通时间:咨询顾问根据各自情况设置其提供服务的时间,以免在暂停服务的时段受到打扰。 (3) advisory services consultants to set opening time: time to set its consultants provide services according to their own circumstances, so as not to be disturbed in the service suspension period. 例如某些专职咨询顾问希望在上班时间提供咨询服务,而一些咨询顾问则希望在下班时间的某些时段提供咨询服务。 For example, some full-time consultants want to provide consulting services during working hours, and some consultants hopes to provide advisory services in certain periods of time off work. 为此,业务系统提供了登陆和退出系统方式来进行服务的开通和暂停。 To this end, the business system provides login and logout system and opened the way to suspend the service. 咨询顾问通过拨打业务号码(如12581 )、发送短消息、或登陆业务网站进行业务登陆(Log On),以开通业务;或以同样方式进行业务退出(Log Off), 以暂停业务;同时,咨询顾问可以设置自动登录和退出的日期和时间,例如每曰16: 00自动登录,22: 00自动退出。 Consultant by dialing the service number (such as 12581), send a short message, or visit the business web sites for business landing (Log On), to open a business; or in the same way for business exit (Log Off), to suspend business; the same time, consulting consultants can set the date and time automatically log in and out of, for example, the Daily 16:00 automatically log, 22:00 automatically exit.

(4) 咨询用户获取咨询服务:用户拨打业务号码(如12581 )接入业务系统,业务系统4艮据用户的手机号码直接生成或查询与该用户手机号码相对应的虚拟号码,该虚拟号码在用户所有获取咨询服务的过程中始终保持不变;用户将自己的需求(包括咨询类别、计费方式、费率、服务满意率等)告诉话务员, 话务员才艮据用户需求在供给数据库中搜索到最合适的已登陆的咨询顾问集合, 并按照咨询费率从低到高、服务满意率从高到低的顺序向用户推荐咨询顾问, 经与用户交互协商后选择一个,再将电话转接至该咨询顾问,向其提供咨询服务;此外,业务系统还负责用户和咨询顾问之间短消息和多媒体短消息的通信转接,在上述各种通信的来电显示的号码为:业务号码+虚拟号码。 (4) consulting user acquisition advisory services: the user dials the service number (eg 12581) access business systems, business systems Gen 4, according to the user's mobile phone number or query directly generated virtual number to the user's mobile phone number corresponding to the virtual number in users get all the consulting services process remains unchanged; users will own needs (including consulting category, billing, rates, service satisfaction rate, etc.) tells the operator, the operator only Burgundy, according to user needs to search the database to supply the most suitable collection has landed consultants, and consultants recommend to the user according to consulting rates from low to high, service satisfaction rate in descending order, after consultation with a select user interaction, and then transfer the call to the consultant by providing consulting services; in addition, the business communication system is also responsible for forwarding the short message and a multimedia messaging between users and consultants, in the above-described various communications call number is displayed: service number virtual number + .

(5 )业务系统为咨询顾问提供代计费服务:咨询业务的费用仅限于咨询服务的信息费,不包括咨询过程中用户和平台/咨询顾问之间双方所产生的电话、 短消息和多媒体短消息的其它通信费用;因此,本发明业务系统的计费对现有移动通信的计费系统、计费策略和各种资费套餐类业务都没有影响。 (5) business systems to provide billing services on behalf of a consultant: information costs are limited to the cost of consulting business consulting services, not including the consultation process between the user and the platform / consulting both sides generated telephone, SMS and MMS other communication costs message; therefore, the billing service system of the present invention prior to the billing system of mobile communications, charging policy and tariff packages of various type service are not affected. 当咨询服务按次计费时,业务系统的计费将不考虑咨询方式(电话、短消息、多媒体短 When the pay-per-consulting services, business accounting system will not consider counseling (telephone, SMS, MMS

消息等)和时长;当咨询服务按时间计费时,业务系统仅对电话方式的咨询时 ) And long messages, etc.; when the charging time consulting services, business consulting only telephone system

间进行计费,计费时间从用户与咨询顾问电话接通开始,到电话终止为止,其它方式的消息交互不在计费范围内。 Between billing, billing time from the user's phone is turned on and consultants started to phone the termination date, the message interaction is not within the scope of other ways of billing.

在接通用户与咨询顾问之间的呼叫时,需要注意咨询顾问的在线状态 When the call is connected between the user and consultants, the consultants note online

(Presence)问题。 (Presence) problem. 一个已登陆的咨询顾问的在线状态可以是空闲、忙、关机或呼叫不可达,而只有空闲状态的咨询顾问才能够接受用户的咨询服务。 A state has landed online consultants may be idle, busy, switched off or unreachable calls, and only consultants idle state to be able to accept user advisory services. 同时, 系统应保证空闲状态的咨询顾问及时接听电话,不能无应答或拒绝服务。 At the same time, the system should ensure that consultants idle timely answer the phone, can not not answer or denial of service. 因此, 移动咨询业务系统在接通用户与咨询顾问之间的呼叫之前,先由话务员对咨询顾问进行试呼,等其应答后再接通其与用户的连接,以保证咨询顾问为空闲状态。 Accordingly, the mobile system before consulting call is connected between the user and consultants, first attendant call trial to consultants, and other responses which then turn connected with the user to ensure that the consultant to the idle state. 如果试呼失败,话务员要为用户分配另一个咨询顾问,同时系统根据试呼失败的原因:该已登陆的咨询顾问的在线状态处于忙、关机或呼叫不可达,对该咨询顾问进行处理,具体措施如下: If a call attempt fails, another operator to assign a consultant for the user, and the system failed call attempt based on reason: the state has landed online consultant is busy, the call is not shut down or up, process the consultants, specific measures are as follows:

忙(占线):为该咨询顾问设置15分钟的服务暂停期。 Busy (Busy): Set a 15-minute service suspension period for the consultant.

拒绝服务(挂断):将该咨询顾问的状态改为退出(LogOff),在数据库中记录这次违约行为,同时通过短消息(当服务接入号码为移动电话号码时)或电子邮件(当服务接入号码为固定电话号码时)向该咨询顾问发出通知和警告。 Denial of service (hang): The state of consultants instead exit (LogOff), recorded the breach in the database, through short messages (when the service access number for the mobile phone number) or e-mail (when when the service access number is a landline number) and a warning notice to the consultant.

无应答:将该咨询顾问的状态改为退出(Log Off),在数据库中记录这次违约行为,同时通过短消息(当服务接入号码为移动电话号码时)或电子邮件(当服务接入号码为固定电话号码时)向该咨询顾问发出通知和警告。 No answer: the state of consultants instead exit (Log Off), recorded the breach in the database, through short messages (when the service access number for the mobile phone number) or e-mail (when service access when the number is a landline number) and a warning notice to the consultant.

呼叫不可达:为该咨询顾问设置30分钟的服务暂停期。 Call unreachable: set a 30-minute service suspension period for the consultant.

关机:将该咨询顾问的状态改为退出(Log Off),在数据库中记录这次违约行为,同时通过短消息(当服务接入号码为移动电话号码时)或电子邮件(当服务接入号码为固定电话号码时)向该咨询顾问发出通知和警告。 Shutdown: The state consultants instead exit (Log Off), recorded the breach in the database, through short messages (when the service access number for the mobile phone number) or e-mail (when the service access number ) notice and warning when a landline number to the consultant.

所述步骤(5)中,系统对咨询服务计费的默认值是预定费率,但在提供咨询服务过程中,可能会出现咨询顾问无法满足或部分满足用户要求时,为避免 The step (5), the default value of consulting services billing system is a predetermined rate, but in the process of providing advisory services, may occur when consultants can not meet or partially meet user requirements, in order to avoid

15用户投诉,咨询顾问可以主动变更本次咨询服务的费率:免费或半价,系统则按照变更后的费率对咨询服务计费;咨询顾问主动变更费率的方式有两种: 15 user complaints, consultants can take the initiative to change the current tariff advisory services: free or half-price, in accordance with the tariff system after the change of accounting advisory services; there are two consultants take the initiative to change the way rates:

在线费率变更:采用电话咨询方式时,咨询顾问在咨询结束但电话仍未挂断时,通过按键以变更费率,规则是:按压"l,,键-半价,按压"0"键-免费; Online Rate Changes: When using telephone consultation mode, a consultant at the end of the consultation but has not yet hung up the phone, through the button to change the tariff, the rule is: press the "l ,, key - half-price, press the" 0 "key - free ;

离线费率变更:在咨询结束后所设置的费率变更期(如3分钟以内)内, 咨询顾问向业务号码(如12581 )发送短消息或电子邮件来变更咨询服务的费率,规则是:发送交易号+ <空格或逗号> + "1"或"0",其中"l"为半价,"0"为免费。 Offline rate change: the rate of change in the set after the consultation within (such as within three minutes), consultants, send text messages or e-mail to business numbers (eg 12581) to change the tariff advisory services, the rule is: send transaction number + <space or comma> + "1" or "0", where "l" is half price, "0" is free.

步骤(5)进一步包括下列操作内容:每次咨询服务结束后,系统将本次咨询服务的统计信息及信息费的收费情况分别通知用户和咨询顾问。 Step (5) further comprises the following elements: After each consultation service, the system will charge statistics and information costs of this consultation service notifies users and consultants. 例如按时间计费的咨询服务的包括信息费通知的统计信息的模版如下:"用户AAAAAAA (虚拟号码)使用咨询顾问BBBB (虚拟号码或ID)的咨询服务开始于YYMMDDHHMMSS,终止于YYMMDDHHMMSS,咨询时长X分钟,费率为Y元/分钟(原价/半价/免费),信息费总计XY元,交易号为CCCCCC"。 For example templates including statistical information fee notified by time billing consulting services as follows: "Users AAAAAAA (virtual number) using consultants BBBB (virtual number or ID) consulting services began in YYMMDDHHMMSS, terminating in YYMMDDHHMMSS, when consulting length X minutes, rates for the Y yuan / min (original / half-price / free), total XY yuan fee information, transaction number CCCCCC ". 系统以下述两种方式通知用户和咨询顾问: The system notifies the user and consultants in the following two ways:

在线通知:采用电话咨询方式时,在咨询结束但电话仍未挂断时,用户和咨询顾问都可以通过按压"X,,键结束双方通话,并听取系统播放本次咨询服务的统计信息及计费通知;需要注意的是如果咨询顾问要进行在线费率变更,则应先于听取统计信息及计费通知。如果先听取统计信息及计费通知,就不能进行在线费率变更,只能进行离线费率变更。 Online notification: When using telephone consultation mode, in consultation finish but still hang up the phone, users and consultants can by pressing the "X ,, key to end the double-talk, and listen to the playback of this statistical information system consulting services and meter fee notice; Note that if consultants to conduct online rate changes, you should first listen to the statistics and billing notice if you first hear statistics and billing notice, you can not change rates online, only. offline rate changes.

离线通知:咨询结束、并且费率变更期之后,系统向用户和咨询顾问分別发送短消息或电子邮件形式的统计信息及计费通知。 Offline Notification: consultation finish, and then the rate of change, the system sends a short message or e-mail in the form of statistics and billing notifications to users and consultants respectively.

用户接受咨询顾问提供的咨询服务后,如果对服务质量不满意,可以对该咨询顾问进行投诉。 After the user accepts the consulting services provided by consultants, if not satisfied with the quality of service, you can make a complaint to the consultant. 投诉中可以提出两种要求之一:该次咨询服务按照预定费率減半收取,或者要求该次咨询服务免费。 Complaints can be made in one of two requirements: the sub-advisory services charge a predetermined rate by half, or requirements of the sub-advisory services free of charge.

投诉的方式有三种:(l)在线投诉:采用电话咨询方式时,用户可以在听取了在线通知后,根据系统提示对咨询顾问进行投诉,按"l"键表示要求半价, Complaints There are three ways: (l) online complaint: When using telephone consultation, the user can listen to online notification, the system prompts for consultants to make a complaint, according to the "l" key indicates that the requested half-price,

16按"O"键表示要求免费。 16 Press the "O" key indicates that the requested free. (2)离线投诉:咨询结束后的投诉期(如24小时内) 内,用户可通过拨打业务号码(如12581 )或登陆业务网站来才更诉相应的咨询顾问,要求半价或免费。 (2) Offline complaints: complaints within the period after the end of the consultation (eg within 24 hours), you can (such as 12581) or visit the business website to appeal is more appropriate consultants by dialing the service number, free or half-price requirements. (3)离线投诉:在收到短消息形式的统计信息及计费通知后的投诉期(如24小时内)内,用户也可以回复"咨询顾问的虛拟号码或ID+ 〈空格或逗号〉+1或0"进行投诉,其中1代表要求半价,0代表要求免费。 (3) Offline Complaints: In the period after the complaint is received short message in the form of statistics and billing notification (within 24 hours of such), the user can also reply "virtual numbers consultants or ID + <space or comma> +1 or 0 "to make a complaint, where 1 represents the half-price requirements, requirements 0 for free.

用户4更诉成功后,系统将立即向被才殳诉的咨询顾问发送短消息或电子邮件, 告知其已被某用户投诉以及该用户的要求,例如"交易号为CCCCCC的用户XXXXXXX对您的服务进行投诉,要求半价/免费。同意要求请回复交易号+l; 将该用户列入黑名单请回复交易号+2"。 After 4 more user appeal is successful, the system will immediately send the complaint was only Shu consultants text message or email, that they have been complaints of a user and the user's requirements, such as "transaction number CCCCCC your user XXXXXXX service complaints, requiring half price / free consent requirements, please reply transaction number + l;. blacklisted by the user transaction number +2 please reply. " 如果咨询顾问认为用户的投诉有理,可以回复短信/电子邮件选择同意用户的要求;如果选择认为用户是恶意投诉(赖帐或是不正当竟争),则可以回复短信/电子邮件选择将该用户列入自己的黑名单,则今后该用户将无法使用自己的服务。 If the user's consultants believe that the complaint is justified, you can reply to a text / e-mail opt-in consent requirements of the user; If you choose to think that the user is in bad faith (bilk or unfair competition), you can reply to a text / e-mail user to select the included in their blacklist, then in the future the user will not be able to use their services.

咨询顾问受到用户投诉后,如果认为用户是恶意投诉(赖帐或是不正当竟争),除了可以将其列入黑名单外,还可以通过拨打业务号码(如12581 )或登陆业务网站来投诉该用户。 After consulting users' complaints, if the user is considered to be malicious complaints (bilk or unfair competition), except that it can be blacklisted, but also can be a complaint by dialing the service number (eg 12581) or visit the business website the user.

本发明还提供了一种对咨询顾问的服务质量和信誉进行有效监控的服务满意率的管理和控制方法,用"服务满意率=100%-被投诉的服务费用/总服务费用"作为衡量指标。 The present invention also provides a method for managing and controlling service satisfaction rate a reputation for quality of service and consultant for effective monitoring, with "service satisfaction rate = 100% - complained of the service cost / total cost of service" as a measure . 式中被投诉的服务费用是用户要求减免但被咨询顾问拒绝的费用,即被投诉咨询服务费用=用户要求免费的服务费用与要求半价的服.务费用x50M之和;假设某咨询顾问提供咨询服务的信息费总计为100元,其中^皮要求免费的费用为4元,被要求半价的费用为IO元,则该咨询顾问的服务满意率=100% — (4+10x50% ) /100 = 91%。 Where the complaint is the service fee waiving user fees but rejected consultants, ie complaints and information service fee = free of service charges on user requirements and requirements of the service fee x50M half the sum; Assuming a consultant to provide advice information on fees and services totaled $ 100, which ^ skin requirements free of cost to $ 4, were asked to half the cost of IO yuan, the service satisfaction rate of the consultant = 100% - (4 + 10x50%) / 100 = 91%.

对于还没有提供过咨询服务的新咨询顾问,其总服务费用为0,此时不存在服务满意率,运营商可为其设置一个初始值(例如50%),初始值越大,表示运营商对该新咨询顾问的扶植力度越大。 For has not provided consulting services of new consultants, the total service cost is zero, the Service satisfaction rate does not exist, the operator can then set an initial value (eg 50%), the greater the initial value representing operators the larger of the new consultants support efforts.

对于仅提供过免费咨询服务的咨询顾问,其总服务费用为0,此时不存在服务满意率,运营商可为其设置一个初始值(例如90%),初始值越大,表示 For a free consultation service is only available through consultants, the total service cost is zero, the Service satisfaction rate does not exist, the operator can then set an initial value (eg 90%), the greater the initial value is,

17运营商对该咨询顾问的扶植力度越大。 17 operators greater efforts to foster the consultants.

每次咨询服务后,咨询顾问的服务满意率都将#1更新。 After each consultation service, service satisfaction rate of consultants will update # 1. 该^^务满意率指标将作为搜索排序的重要指标,影响咨询顾问的排名。 The ^^ service satisfaction index as an important indicator of search ranking, affect the ranking of consultants. 服务满意率还会被告知用户,作为用户选4奪咨询顾问的重要参考指标。 Service satisfaction rate will be informed of the user, as the user selected consultants 4 wins an important reference index.

用户的有效投诉将导致咨询顾问的服务满意率下降,从而导致咨询顾问的搜索排名下降,丧失用户信任,失去新的业务机会。 Users will lead to effective complaints service satisfaction rate of decline consultant, leading consultant search rankings drop, loss of user confidence, loss of new business opportunities. 为了吸引用户,咨询顾问 In order to attract users and consultants

必须提高服务满意率,而其途径只有两种:才是供诚信的咨询服务,在咨询服务不能满足用户要求时主动进行费率变更,避免投诉;或者在遭到投诉时将一半或全部的被投诉的金额退还给用户,这样本次投诉的一半或全部费用就可以从"被投诉服务费用,,中清除,使服务满意率提高;但是,该次投诉仍将被记录在案。 Must improve service satisfaction rate, and its only two ways: Honesty is for advisory services, consulting services can not meet the initiative to change rates when the user requirements, to avoid complaints; or half or all is when the subject of complaints the amount of the complaint returned to the user, so that half or all of the cost of this complaint can be removed from the "complaint service fees ,, in the service satisfaction rate increased; however, this time the complaint will be recorded.

本发明还提出咨询费率的管理方法,为了减少欺诈风险,服务满意率与咨询顾问的咨询费率上限之间存在正比例的对应关系:服务满意率越高,费率上限越高;服务满意率越低,费率上限越低,直至0,即免费;同时,规定每个咨询顾问的报价上限的范围(例如[2元/分钟,20元/分钟]),其中初始的费率上限应设为费率上限的最低值,并在费率上限变化时,用短信通知咨询顾问; 咨询顾问可拨打业务号码(如12581 )或登陆业务网站来查询费率,并可在费率上限的范围内,主动修改其各种咨询服务的费率。 The invention also provides management consulting rates, in order to reduce the risk of fraud, there is a corresponding proportional relationship between the consulting service satisfaction rate cap rate and consultants: the higher service satisfaction rate, the higher the rate limit; service satisfaction rate the lower the lower rate limit until 0, i.e. free; the same time, the upper limit for each predetermined offer consultants range (e.g. [2 yuan / min, 20 / min]), wherein the initial rate limit should be set the lowest rate upper limit value and the upper limit when rates change, notification by SMS consultants; consultants can call the service number (eg 12581) or visit the business website to query rates, and can range from the upper limit of the rate initiative to revise its rates a variety of consulting services.

参见图3,介绍咨询用户获取咨询服务的一实施例处理时序流程示意图: Referring to Figure 3, describes the acquired user consulting advice to an embodiment of a schematic process flow sequence:

(1) 咨询用户拨打移动咨询业务的业务号码(如12581 ),主叫方的MSC 把该呼叫转接到移动咨询业务平台; Service number (1) the user dials the mobile consulting advice (e.g. 12581), the calling party's call to the MSC the mobile service platform consulting;

(2) 业务平台向咨询用户播放语音提示,咨询用户选择咨询服务; (3 )业务平台分配一个负责业务搜索的话务员并接通呼叫; (2) business platform to consult the user play the voice prompt, the user selects a consulting advisory services; (3) a business platform distribution business operator responsible for search and connect to the call;

(4) 咨询用户与话务员交互,话务员才艮据用户的需求为求找到一个咨询顾 (4) consulting user to interact with the operator, the operator only Burgundy, according to the needs of users for the sake of finding a consulting Gu

问; ask;

(5) 话务员拨打该咨询顾问的接入号码,则被叫方的MSC把该呼叫转接至该咨询顾问,同时平台向咨询用户播-;故等4寺音乐; (5) the operator dials the access number of consultants, the MSC of the called party to the call to the consultant, while multicast internet user to consult -; so, four temple music;

18(6) 咨询顾问接听电话,业务平台"l妄通双方的电话呼叫; 18 (6) consultants answer the phone, business platform "l jump on both sides of a telephone call;

(7) 咨询顾问与咨询用户交互,提供语音形式的咨询服务; (7) consulting and advisory user interaction, providing a voice in the form of consulting services;

(8) 服务结束时,咨询顾问选择下述四种操作之一:挂机、或按压表示本次咨询服务免费的"0"键后听取统计信息,或按压表示本次咨询服务按半价收费的"1"键后听取统计信息,或按压表示本次咨询服务结束的"*"键后,直接听取统计信息;同时,咨询用户按压"*"4建直接听取统计信息; (8) at the end of the service, consultants select one of the following four actions: hang up, or press signifying the consulting services free of "0" key to listen to the statistics, or press signifying the consulting fees by half. " 1 "key to listen to the statistics, or indicate the end of this press advisory services" * "key, to hear directly from statistics; at the same time, consult the user presses the" * "4 build hear directly from statistics;

(9) 业务平台结束用户和咨询顾问之间的电话呼叫,并用短消息或电子邮件的离线方式向咨询用户和咨询顾问发送包括信息费的本次咨询服务的统计信息; (9) Service Platform ended a telephone call between users and consultants, and send statistics include information costs of this consultation consulting services to users and consultants with a short message or e-mail offline;

(10) 进入用户投诉处理:如果用户不满意本次服务,则可按"0"键要求免费,或按'T,键要求半价,再由业务平台处理用户投诉; (10) into the handling of customer complaints: If you are not satisfied with this service, you can press the "0" key requirements for free, or press' T, half key requirement, and then by the service platform to handle user complaints;

(11) 对于需要文字说明或需要进一步查询才能回复的咨询内容,咨询顾问可通过业务平台向咨询用户发送短消息或多媒体消息;该步骤为可选操作。 (11) The need for text queries or require further consultation in order to respond to the contents, consultants can send a short message or multimedia message to the user by consulting business platform; this step is optional.

本发明的移动咨询业务的应用领域4艮广,至少包括下述领域: Consulting the mobile application field of the present invention, a wide Gen 4, comprising at least the following areas:

在线交通信息查询:问路,地点查询(银行、邮局、超市、医院、饭店、 学校等),公交换乘车站查询。 Online traffic information query: ask for directions, location query (banks, post offices, supermarkets, hospitals, hotels, schools, etc.), bus transfer station query.

在线翻译:中外文/夕卜中文的在线翻译,少数民族语言的在线翻译,可提供三方通话功能,提供预约服务,可参考广东移动提供的电话翻译服务。 Translator: foreign language / Xi Bo Zhongwen online translation, online translator minority languages, providing three-way calling function, providing reservation services, refer to the phone translation service provided by Guangdong Mobile.

在线导游:提供详细的本地信息,包括民风民俗、旅游景点信息、交通住宿餐饮信息等,以帮助游客防止欺诈。 Online Travel: Provides detailed local information, including folk customs, tourist attractions information, traffic information such as accommodation and catering to tourists to help prevent fraud. 可集成上述交通信息查询和翻译功能。 Above can be integrated traffic information query and translation functions. 特别适合自助游客使用。 Especially suitable for self-tourists.

在线诊断维修:提供对汽车、电脑、家电等复杂设备的在线故障诊断和维修支持,提供维修建议和零部件价格参考。 Online Diagnostics Service: provides online troubleshooting and maintenance support of complex automotive equipment, computers, home appliances, spare parts and provide maintenance recommendations reference price.

在线专业导购:对装修建材、家具家电、电脑及数码产品等价格跨度大、 质量差别大、购买风险高的产品l是供专业知识介绍和导购。 Online professional shopping guide: building materials, furniture, appliances, computers and digital products price span for decoration, big quality difference, to buy high-risk products l is introduced for the expertise and shopping guide.

在线搜索查询:利用网络搜索工具、电子词典和数据库为用户搜索和查询所需的各种信息。 Online search query: using the Internet search tools, electronic dictionaries and databases for users to search and access a variety of information needed. 只要是通过网络和数据库能查到的,都能够提供。 As long as the network and the database can be found, we are able to provide.

19在线医疗保健咨询:急救支持,保健咨询,专科问诊,心理安慰治疗等, 但是,对于涉及生命安全的咨询项目应预先才企查相关证件,以保证资质。 19 online health care consulting: first aid support, health counseling, specialist interrogation, treatment and other psychological comfort, however, for the safety of life consulting projects should be pre-only enterprise search related documents, to ensure qualification.

在线政策法律咨询:各种政策法律法规的在线咨询,案例分析解读,法律援助。 Online legal advice policy: a variety of policies, laws and regulations of the online consultation, case studies, interpretation, legal assistance. 一些律师事务所可能会主动提供免费的咨询服务,借以招揽业务。 Some law firms may take the initiative to provide free consulting services, in order to attract business.

在线理财咨询:提供个人理财咨询服务,包括储蓄、投资、避税、投保的综合指导和实例分析。 Online financial advice: personal financial advisory services, including savings, investment, tax, insurance comprehensive guidance and case study.

在线新闻信息播报:提供用户所指定的特定领域的最新的新闻信息播报。 Online news broadcast: The latest news and information in specific areas designated by the user broadcast.

其他各种专业知识的咨询服务,如育儿、烹饪、星闻、投资、房产、保险、 考研、留学、移民、星相、运程等。 Various other expertise consulting services, such as childcare, cooking, Star News, investment, real estate, insurance, PubMed, students, immigrants, astrology, fortune and so on.

Claims (10)

1、一种用于移动用户之间的移动咨询业务的系统,包括:移动通信网、因特网、咨询用户的手机/PC机、通过移动通信网/因特网连接咨询用户的手机/PC机并对咨询用户提出的问题进行解惑、答疑的咨询顾问的手机/PC机;其特征在于:所述系统还包括基于呼叫中心技术构建的一个局域网——移动咨询业务平台;该移动咨询业务平台中至少包括下述网元:呼叫坐席,由话务员使用的多个计算机终端和耳麦式电话终端组成,以供话务员通过电话终端与用户和咨询顾问交互,同时使用计算机终端接入数据库服务器,进行业务数据的查询、增删、更改的操作,并通过计算机终端向应用服务器发出指令,使其完成用户与咨询顾问之间的媒体的会话控制和消息转发;排队机,用于对接入的呼叫和其它媒体的请求进行排队,并按照设定的排队规则分配给话务员处理 1, a system for consulting the mobile service between the mobile user, comprising: a mobile communication network, the Internet, advising mobile phone users / PC machine / Internet connection consulting the user's phone / PC machine via a mobile communication network and consulting user questions were doubts, answering phone / PC machine consultants; characterized in that: said system further comprises a call center based technology to build a LAN - consulting mobile internet services; consulting the mobile platform comprising at least the following network elements: a call agent, a plurality of computer terminals and headsets telephone terminal used by the operator composition for the operator through the telephone terminal and user interaction and consultants, while using a computer terminal to access a database server, a query service data , deletions, changes the operation, and issues an instruction to the application server through a computer terminal, so as to complete the session control messages and media between a user and forwarding consultants; ACD call for requesting access to media and other queuing, and assigned to the operator in accordance with the process set queuing discipline 数据库服务器,用于存储咨询顾问和咨询用户的基本数据和业务数据,包括:咨询顾问的虚拟号码/虚拟标识及其在线状态、咨询内容的种类和补充描述、咨询的计费方式和费率、咨询记录、计费话单、投诉记录;应用服务器,用于运行移动咨询业务软件,控制语音及其它媒体服务器完成媒体资源的控制和消息的交互处理功能,至少包括:产生和发送通知消息、转发用户和顾问之间的交互消息,并负责完成计费功能,产生计费话单;管理服务器,用于完成系统的管理功能,至少包括:对咨询顾问、咨询用户、话务员、系统设备的管理,对咨询服务记录、计费记录、投诉记录的各种数据的统计和分析;语音服务器,用于完成电话的接入和呼出,以及交互式语音应答系统IVR的至少包括放音、收号的各种基本操作,并在应用服务器的控制下实现对话路的 Database server, the basic data used to store data and business consultants and consulting users, including: virtual numbers Consultant / virtual identity and their online status, type and supplementary advice description of the content, billing and tariff advice, counseling records, the CDR, complaint records; application server for running mobile software consulting services, voice controls and other interactive media server to complete processing of media resources and control messages, at least comprising: generating and sending a notification message, forward messages exchanged between users and consultants, and is responsible for the completion of the accounting function, resulting in the CDR; management server for complete system management functions, including at least: management consultants, consulting user, operator, system equipment, statistical analysis and consulting services to a variety of data records, billing records, complaints recording; voice server, for complete access and outgoing calls, as well as interactive voice response IVR system includes at least playback, the number receiving each basic operations, and to achieve a dialogue channel under the control of the application server 制;短消息SMS服务器,用于完成短消息的接收和发送,在该短消息SMS服务器的数据库中存储短消息,并在应用服务器的控制下实现短消息的转发和发送。 System; SMS short message server for receiving and transmitting a completion message, the short message is stored in the database of the short message SMS server, and sending a short message and forwarding implemented under the control of the application server.
2、 根据权利要求1所述的移动咨询业务的系统,其特征在于:所述移动咨询业务平台根据业务需要还包括有下述一个或多个移动咨询业务网元:WAP服务器,向咨询用户和咨询顾问提供WAP接入,并根据咨询用户或咨询顾问的WAP指令,对该WAP服务器的数据库中的相应数据执行包括浏览、 查询、增删、修改的操作;WEB服务器,向咨询用户和咨询顾问提供WEB接入,并根据咨询用户或咨询顾问的WEB指令,对该WEB服务器的数据库中的相应数据执行包括浏览、 查询、增删、修改的操作;多媒体消息MMS服务器,完成多媒体消息的接收和发送,在该多媒体消息MMS服务器的数据库中存储多媒体消息,并在应用服务器的控制下实现多媒体消息的转发和发送;电子邮件Email服务器,用于完成Email的接收和发送,在该电子邮件Email 服务器的数据库中存储Email,并在应用服务器的 2, The mobile consulting service system according to claim 1, wherein: said mobile consulting service platform according to the service needs further comprises one or more of the following mobile consulting service network element: the WAP server to the user and consulting consultants provide WAP access, and WAP commands according to the user or consult consultants, the corresponding execution data in the database comprises a WAP server browse, query, add or delete, modify operation; the WEB server, providing advice to the user and consulting WEB access, and the user or advice in accordance with the instruction WEB consultants, perform the corresponding data in the database comprises a WEB server browse, query, add or delete, modify operation; MMS multimedia message server, the completion of the receive and transmit multimedia messages, in the multimedia message MMS server database stored multimedia message, and sending the multimedia message and forwarding realized under the control of the application server; Email mail server, for receiving and sending of Email completion, the database server email Email stores Email, and application server 制下实现Email的转发和发送。 To achieve the forwarding and sending of Email system.
3、 根据权利要求1所述的移动咨询业务的系统,其特征在于:所述数据库服务器中存储的咨询顾问的虚拟号码/虚拟标识是由移动咨询业务平台分配给每个咨询顾问的,且每个虚拟号码/虚拟标识都是唯一的,并与该咨询顾问的手才几号码相对应,且应保证各虚拟标识互不相同或过于近似。 3, the mobile consulting service system according to claim 1, wherein: the database server virtual number stored consultant / virtual identifier is assigned by the internet service to each mobile consulting consultants, and each a virtual number / virtual identifier is unique, and only a few numbers correspond to the consultant's hand, and shall ensure that all different from each other virtual identity or too similar.
4、 根据权利要求l所述的移动咨询业务的系统,其特征在于:所述移动咨询业务平台还包括一个用于存储供需搜索匹配信息的移动咨询业务的供给数据库,该供给数据库是根据咨询顾问的注册信息建立的,其中咨询顾问信息是按照费率从低到高、服务满意率从高到低的顺序排列;该数据库中的基本数据单元至少包括下述信息:咨询顾问的虚拟号码/虚拟标识、咨询服务的类别数目、 各项咨询服务的内容及其附加说明、计费方式和费率。 4. The system of claim l mobile consulting claim, wherein: the mobile platform further comprises a supply consulting a database to search for matching supply and for storing service information of the mobile consulting the database based on feeding a consultant establishing the registration information, wherein the information is arranged in consultants rates from low to high, in descending order of the service satisfaction rate; basic data unit of the database includes at least the following information: the number of virtual consultant / virtual logo, the number of classes consulting services, content and additional instructions, billing and rates of consulting services.
5、 根据权利要求1所述的移动咨询业务的系统,其特征在于:所述数据库服务器中存储的咨询用户的基本数据包括与该咨询用户的手机号码相对应的虚拟号码,该虚拟号码的生成过程是:用户拨打业务号码接入业务系统时,业务系统根据用户的手机号码直接生成或查询与该用户手机号码相对应的虚拟号码,该虚拟号码在用户所有获取咨询服务的过程中始终保持不变。 5, the mobile consulting service system according to claim 1, wherein: the basic data advice the user database stored in the server includes generating a virtual number corresponding to the user's mobile phone number of the advice, the number of virtual process is: when the user dials an access number service business systems, business systems directly generate a virtual number or query the user's mobile phone number corresponding to the user's mobile phone number, the number of virtual users get all the consulting services of process always remains change.
6、 根据权利要求2所述的移动咨询业务的系统,其特征在于:所述移动咨询业务平台中的短消息SMS服务器、多媒体消息MMS服务器分別负责咨询用户和咨询顾问之间短消息、多媒体短消息的通信转接,在上述各种通信的来电显示的号码为:业务号码+虚拟号码。 6, the mobile consulting service system according to claim 2, wherein: said mobile consulting service platform short message server SMS, MMS multimedia message server is responsible for a short message between the user and consulting advice, MMS forwarding the message communication, the caller number included in the display of various types of communication: + virtual number service number.
7、 根据权利要求1所述的移动咨询业务的系统,其特征在于:所述移动咨询业务平台中的应用服务器在执行计费功能时,咨询业务的费用仅限于咨询服务的信息费,不包括咨询过程中咨询用户和平台/咨询顾问之间的电话、短消息和多媒体短消息的其它通信费用;当咨询服务按次计费时,业务系统的计费将不考虑咨询方式和时长;当咨询服务按时间计费时,业务系统仅对电话方式的咨询时间进行计费,计费时间从用户与咨询顾问电话接通开始,到电话终止为止,其它方式的消息交互不在计费范围内。 7. The mobile consulting service system according to claim 1, wherein: said mobile consulting service platform server application while performing the charging function, the cost information is limited to consulting services consulting fees, excluding consultation process telephone, SMS and other communication costs of short multimedia messages between the user and the platform consulting / consultant; when the pay-per-consulting services, business accounting system will not consider counseling methods and duration; when consulting when the service time billing, consulting time only telephone business systems for billing, billing time from the user's phone is turned on and consultants started to phone the termination date, otherwise interact with the message is not within the scope of accounting.
8、 根据权利要求1所述的移动咨询业务的系统,其特征在于:所述移动咨询业务平台中的应用服务器在执行计费功能时,通常采用的咨询服务计费的默认值是预定费率,但在提供咨询服务过程中,咨询顾问无法满足或部分满足用户要求时,咨询顾问可以主动变更本次咨询服务的费率:更改为免费或半价, 应用服务器再按照变更后的费率对咨询服务计费;变更费率的方式有下述两种:在线费率变更:采用电话咨询方式时,咨询顾问在咨询结束^a.电话仍未挂断时,通过按键以变更费率,规则是:按压'T,键-半价,按压"0,,键-免费;离线费率变更:在咨询结束后所设置的费率变更期限内,咨询顾问向业务号码发送短消息或电子邮件来变更咨询服务的费率,规则是:发送交易号+ < 空格或逗号> + "1"或"0",其中"l"为半价,"0,,为免费。 8, the mobile consulting service system according to claim 1, wherein: the default value accounting consulting advice the mobile service platform when the application server performs a billing function, generally employed is a predetermined rate when, in the course of providing advisory services, consultants can not meet or partially meet user requirements, consultants may take the initiative to change this consultation service rates: change free or half-price, application server and then the rates of change after the consultation service billing; change rate has the following two ways: online rate changes: when using telephone consultation mode, a consultant at the end of the consultation ^ a time yet to hang up the phone, through the button to change the rates, rules, yes. : press' T, key - half-price, press "0 ,, key - free; offline rate change: the rate at the end of the consultation set to change within the time limit, consultants send text messages or e-mail to the service number to change advisory rate services, the rule is: send transaction number + <space or comma> + "1" or "0", where "l" is half price, "0 ,, is free.
9、 根据权利要求1所述的移动咨询业务的系统,其特征在于:所述管理服务器在接收用户对咨询顾问的投诉时,有下述两种方式:在线投诉:釆用电话咨询方式时,听取了本次咨询服务的统计信息但电话仍未挂断时,用户根据系统提示对咨询顾问进行^:诉,并在才殳诉中要求咨询费用减为半价或免费:按压'T,键表示要求半价,按压"0"键表示要求免费;或离线投诉:咨询结束后设置的投诉期限内,用户可通过拨打业务号码或登陆业务网站来投诉咨询顾问,要求半价或免费;或者在收到短消息形式的统计信息后的掘:诉期限内,用户通过回复"交易号+咨询顾问的虚拟号码或虚拟标识+ 〈空格或逗号〉+1或0"进行投诉,其中l代表要求半价,0代表要求免费。 9, the mobile consulting service system according to claim 1, wherein: said management server receives user complaints of consultants, there are the following two ways: online Complaint: When preclude the use of call mode, heard the statistics this consultation services but not yet hung up the phone, the user of consultants according to the system prompts ^: v, and requires only complaint Shu in consulting fees reduced to half-price or free: pressing the 'T, represents the key half-price requirements, press "0" key represents the requirements for free; or offline complaints: complaints within the time limit set by the end of the consultation, the user can complain consulting services by dialing the number or visit the business website, free or half-price requirements; or receive short after digging a message in the form of statistics: in the period of appeal, user complaint by replying "virtual number transaction number + consultants or virtual identity + <space or comma> +1 or 0", where l represents the half-price requirements, 0 asking for free.
10、根据权利要求1所述的移动咨询业务的系统,其特征在于:所述管理服务器中设有对咨询顾问的服务质量和信誉进行有效监控的服务满意率的管理和控制软件模块,该软件模块对服务满意率的计算方法是:服务满意率=100% -被投诉的服务费用/总服务费用,式中被投诉的服务费用是用户要求减免但被咨询顾问拒绝的费用,即被投诉咨询服务费用=用户要求免费的服务费用与要求半价的服务费用x 50%之和;对于没有提供过咨询服务的新咨询顾问,其总服务费用为0,此时不存在服务满意率,管理服务器可为其设置一个初始值,初始值越大,表示对该新咨询顾问的扶植力度越大;对于仅提供过免费咨询服务的咨询顾问,其总服务费用为0,此时不存在服务满意率,管理服务器可为其设置一个初始值,初始值越大,表示对该咨询顾问的扶植力度越大。 10. The mobile system according to claim 1 consulting, wherein: said management server, and the credibility of the service quality provided consulting service satisfaction rate is effective monitoring and control of the management software modules, the software calculation module for service satisfaction rate is: service satisfaction rate = 100% - complained of the service cost / total cost of the service, where the complaint is the cost of service user requirements but the cost was denied relief consultant, ie complaints and information service fee = free of service charges on user requirements and requirements of the service cost half the sum of x 50%; not provided consulting services for new consultants, the total service cost is zero, the service satisfaction rate does not exist, the management server , the greater the initial value to set an initial value, the greater the new consultants support efforts; to provide free consulting services only through consultants, the total service cost is zero, the service satisfaction rate does not exist, the management server can then set an initial value, the greater the initial value, the greater the intensity of support for the consultants.
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