CN100505805C - Method and equipment for treating telephone traffic based on attendant console under NGN environment - Google Patents
Method and equipment for treating telephone traffic based on attendant console under NGN environment Download PDFInfo
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- CN100505805C CN100505805C CNB2005101154629A CN200510115462A CN100505805C CN 100505805 C CN100505805 C CN 100505805C CN B2005101154629 A CNB2005101154629 A CN B2005101154629A CN 200510115462 A CN200510115462 A CN 200510115462A CN 100505805 C CN100505805 C CN 100505805C
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Abstract
The key point of the invention comprises: setting a corresponding relation between the key- stroke number and the traffic handing operation; when the traffic statistic detects the key-stroke number of the opposite end from the audio data transmitted from the opposite end, in term of said corresponding relation, the traffic statistic determines a traffic handing operation corresponding to the detected key-stroke number, and transmits the relevant audio data to the opposite end. The invention can automatically implements phone switching function in case of no telephone operators.
Description
Technical field
The present invention relates to the network communications technology field, be specifically related in a kind of NGN environment traffic processing method and device based on console.
Background technology
Under NGN (next generation network) environment, console has become one of them bright spot.Towards big customer such as types such as hotel, companies, console can realize to user in the Centrex Office Exchange Servicc group manage, function such as calling switching, ticket management.
Generally, people's participation is replied, needed in the process such as transfer to console.At present, as shown in Figure 1 based on the traffic processing method of console.
Among Fig. 1, for the situation of calling switching, normally to finish by an operator, concrete calling switching process is: the voice data of opposite end is sent to console by RTP (RTP) message, console is play by sound card after with audio data decoding, and the operator answers; Local terminal operator's voice data is sampled by sound card, behind the voice data coding after console will be sampled, sends to the opposite end by the RTP message.
Present traffic processing method needs the operator to cooperate realization, exist to call out the inefficient problem of switching, and the realization of calling out very easily is subjected to artificial factor, when being absent from the scene as the operator, then can't realize calling out switching; Operator's work major part is simple and mechanical relatively, but need operator's post constantly, wasted human resources, can not satisfy the automation requirement of handling based on the traffic of console under the NGN environment.
Summary of the invention
The objective of the invention is to, traffic processing method and device based on console are provided in a kind of NGN environment, by detecting opposite end button number and carrying out corresponding traffic operation and handle, make console become a console that is equipped with the automatic electronic computer operator, the traffic that has improved console is handled automaticity, has improved the switching efficient of calling out, has been reduced cost of labor.
For achieving the above object, based on the traffic processing method of console, comprising in a kind of NGN environment provided by the invention:
A, the corresponding relation that button number and traffic are handled operation is set;
B, console detect the button number of opposite end from the voice data that the opposite end transmission comes;
C, console determine that according to described corresponding relation the traffic of detected button number correspondence handles operation, and with corresponding data transmission in network telephony to the opposite end
Described step a specifically comprises:
Many group button numbers and traffic are set handle the corresponding relation of operation;
Choose the corresponding relation that one group of button number and traffic are handled operation according to predetermined condition, and it is handled the corresponding relation of operating as current button number and traffic.
Button number and traffic are handled the corresponding relation of operation according to the setting of interactive voice response rule among the described step a.
Described step b is specially:
After b1, console receive the calling of opposite end, be this call distribution talking path;
B2, console detect the strong number of pressing of opposite end according to DIMI (dial and detect) and/or 2833 number receiving modes from the voice data that the opposite end transmission comes after carrying out the negotiation of media streams success with the opposite end.
There is one at least in the talking path of described console, and described step b1 specifically comprises:
After console receives the calling of opposite end, judge whether to exist idle talking path;
If there is idle talking path, choose and distribute the talking path of free time for described calling;
If there is no Kong Xian talking path is put into waiting list with described calling, and console is waited for idle talking path, and with its etc. by the time idle talking path distribute to calling in the waiting list.
Described step b also comprises:
Console does not still wait by the time idle talking path discharges described calling, and it is deleted from waiting list when predetermined release conditions satisfies.
The present invention also provides the traffic processing unit in a kind of NGN environment, comprising:
Memory module: storage button number and traffic are handled the corresponding relation of operation;
Detection module: transfer to from the opposite end and to detect the button number the voice data of console;
Traffic is handled operational module: the traffic of determining the detected button number of detection module correspondence according to stored relation in the memory module is handled operation, and with corresponding data transmission in network telephony to the opposite end.
Described memory module comprises a plurality of sub module stored, all store the corresponding relation that one group of button number and traffic are handled operation in each sub module stored, and one of them sub module stored is current sub module stored
Described detection module comprises:
Assigns talk passage submodule: the call distribution talking path of the opposite end that receives for console, and after talking path is allocated successfully, notice negotiation of media streams submodule;
Negotiation of media streams submodule: after receiving the information that talking path is allocated successfully, carry out negotiation of media streams with the opposite end, and will consult successful message transmission to detection sub-module;
Detection sub-module: after receiving the information that talking path is allocated successfully, detect the button number of opposite end according to DTMF and/or 2833 number receiving modes.
Described assigns talk passage submodule comprises:
Assigns talk passage submodule 1: when having idle talking path, the direct call distribution talking path of the opposite end that receives for console, when not having idle talking path, waiting list is put in the calling that console receives, and the idle talking path of wait, when waiting by the time idle talking path, be the call distribution talking path in the waiting list, after talking path is allocated successfully, notice negotiation of media streams submodule;
Waiting list: storage does not have the calling of assigns talk passage.
Described assigns talk passage submodule also comprises:
Submodule is called out in deletion: determine that the calling in the waiting list still is not assigned to idle talking path when predetermined release conditions satisfies, finish described calling, and it is deleted from waiting list.
Description by technique scheme as can be known, console of the present invention can detect the button number in the next voice data of opposite end transmission automatically, the corresponding relation that console sets in advance by basis is that corresponding traffic processing operation is carried out in the calling of opposite end phone, make the present invention not need to be provided with under operator's the situation for console, realized calling out functions such as switching, made console become a console that is equipped with the automatic electronic computer operator; Console of the present invention can detect the button number of opposite end by multiple number receiving mode, the process of having avoided number receiving mode to consult, and adapt to existing variety of network environments as much as possible; By waiting list is set, make console of the present invention can as much as possiblely answer calling; Button number of the present invention and traffic are handled the corresponding relation of operation and can be realized by the IVR rules customization function of standard, make the user can be easily according to oneself demand function menu and prompt tone etc. be set; By supporting a plurality of IVR rules simultaneously, the corresponding relation that many group button numbers and traffic are handled operation promptly is set, make traffic processing method of the present invention can be adapted to different applied environments with device; Thereby realized that by technical scheme provided by the invention the traffic that improves console handles automaticity, improves the purpose of calling out switching efficient, reducing cost of labor.
Description of drawings
Fig. 1 is based on the traffic processing method schematic diagram of console in the prior art;
Fig. 2 is the traffic process flow figure based on console of the present invention;
Fig. 3 is the traffic processing unit schematic diagram based on console of the present invention.
Embodiment
All be based on the traffic processing method of console and the core of device in the NGN environment of the present invention: the corresponding relation that button number and traffic are handled operation is set, console detects the button number of opposite end from the voice data that the opposite end transmission comes, console determines that the traffic of its detected button number correspondence handles operation, and with corresponding data transmission in network telephony to the opposite end.
Based on core concept of the present invention technical scheme provided by the invention is further described below.
When console among the present invention and the conversation of opposite end phone, the voice data of opposite end arrives console by the RTP message transmissions, console carries out button to the voice data in the next RTP message of opposite end transmission and detects, after detecting the button number of opposite end, handle the traffic processing operation that the corresponding relation of operating determines that needs carry out this calling according to button number that sets in advance in this button number, the console and traffic, as play corresponding prompt tone, calling switching etc.When determining to need the prompt tone of broadcast, prompt tone is encoded, then, the voice data behind the coding is passed through the RTP message transmissions to the opposite end.
From foregoing description as can be seen, the participation that does not need the operator based on the traffic processing method of console of the present invention, voice data also need not to transmit by sound card, therefore, console of the present invention can be referred to as the to have AA console of (Audomatic Attentant, automatic electronic computer operator), accordingly, conversation between opposite end and the console can be described as the AA conversation, and the talking path between opposite end and the console can be described as the AA talking path, and the prompt tone that console is play can be described as the AA prompt tone.
Be elaborated below in conjunction with 2 pairs of traffic processing methods based on console of the present invention of accompanying drawing.
At step 2-1, opposite end receiver off-book, to the soft switch dialing, soft switch makes a call to console according to the dialing of opposite end.
To step 2-2, console is AA talking path of call distribution of opposite end phone, then, replys acknowledge message to soft switch, after soft switch receives the affirmation message of console, notifies the opposite end phone with the information that console can be replied.
Send negotiation of media streams message to step 2-3, soft switch to console and opposite end phone, carry out negotiation of media streams between console and the opposite end phone.
After completing successfully to step 2-4, negotiation of media streams, console and opposite end phone are in eight or eight talking states, and console is play the prompt tone that enters eight A to the opposite end phone.
Key information to step 2-5, opposite end phone is passed to console by the RTP message.
Detect the key information that opposite end phone transmission comes to step 2-6, console, and carry out corresponding IVR (interactive voice response) action according to the corresponding relation that sets in advance.
Carry out corresponding traffic to step 2-7, console according to detected opposite end phone button and handle operation, as calling out switching, playing corresponding AA prompt tone etc. to the opposite end phone.
Console among the present invention can be that the operational outfit performance provides multi-channel A A talking path according to its concrete running environment, environment as the console operation is PIII 866, then the AA talking path that can support of console can reach 10, be that AA can converse simultaneously with 10 opposite end phones, separate between each AA talking path, do not disturb mutually, each road AA conversation can regard as one independently console in work.
Console can adopt the IVR rule of standard to finish the definition that traffic is handled the operating function menu, promptly adopts the IVR rule of standard to set up the corresponding relation that traffic is handled operation and button number.By the configuration tool of graphical IVR rule being provided, the user can be customized easily the eight A traffics processing operating function that is fit to own needs menu.
Allow a plurality of traffics of user definition to handle operation in the IVR rule, each traffic is handled in the operation can specify a prompt tone file.Console can move the prompt tone file of appointment according to IVR and directly therefrom read the playback content, and the playback content can adopt the pcm form.Console is encoded the playback content that reads, and the voice data behind the coding can be sent to the opposite end phone by the RTP message.
That console among the present invention can be supported a plurality of IVR rules and deposit, and can switch the IVR rule at any time, flexibly according to predetermined condition, as using IVR rule 1 at 9:00～18:00, use IVR rule 2 at other times, be that the corresponding relations that many group traffics are handled operation and button number can be set in traffic processing method of the present invention and the device, and wherein to handle the corresponding relation of operation and button number be current corresponding relation for one group of traffic, and console should be determined that the traffic of the button number correspondence of opposite end phone is handled according to current corresponding relation and operate.Console can be chosen one group of corresponding relation as current corresponding relation according to predetermined condition from many groups corresponding relation.
When console is opposite end phone and AA distribution AA conversation path, can run into all occupied situation of AA conversation path, promptly AA is in busy condition.At this moment, console can discharge calling out, and also this calling can be put into waiting list, and waiting list also can be called the AA formation.At this moment, the opposite end phone can be heard stand by tone.
When the AA talking path was released, console was distributed to calling in the waiting list with the AA talking path that discharges.Console can also be according to the calling in the predetermined release conditions release waiting list, and for waiting for duration, when then the calling waiting time of console in waiting list surpassed the wait duration, the calling in the deletion waiting list finished this calling as predetermined release conditions.
Set that console is current can to distribute 10 road AA talking paths at most simultaneously, when 10 road AA talking paths all are in " doing " state, if calling is arranged again, then soft switch starts the AA queuing capability, waiting list is put in this calling, and at this moment, the sound that this phone is heard is stand by tone.When console finds to have in 10 road AA talking paths d/d AA talking path, just the AA talking path of a release is distributed to the calling in the waiting lines, if console was found Call Waiting 1 minute, console finishes this calling, and the calling in the deletion waiting list.
Can hold a plurality of callings in the waiting list, support the queuing of 15 callings as waiting list at most.
Console among the present invention can utilize existing number receiving mode commonly used that the message that the opposite end phone transmission of its reception comes is detected the processing of button number, as utilizes DTMF number receiving mode, 2833 number receiving modes to carry out the button number and detect.
The DTMF number receiving mode is to detect button from speech data, and 2833 number receiving modes are to detect the button number from the RTP redundancy packet.Console can be supported DTMF and 2,833 two kinds of number receiving modes simultaneously, be that console starts two kinds of functions that detect the button number simultaneously, console judges whether the redundancy packet into RTP at the RTP layer, if the RTP redundancy packet then detects the button number according to 2833 number receiving modes; If not the RTP redundancy packet, then with the RTP data as speech data, detect the button number according to the DTMF number receiving mode.Owing to only a kind of number receiving mode can occur in the communication process, and console can be supported two kinds of number receiving modes simultaneously, so the console among the present invention does not need to consult number receiving mode with the opposite end phone.
Traffic processing unit provided by the invention is arranged in the console, and the traffic processing unit as shown in Figure 3
Among Fig. 3, the traffic processing unit comprises: memory module, detection module and traffic are handled operational module.
Memory module is mainly used in storage button number and traffic is handled the corresponding relation of operating, and promptly stores the traffic processing capacity menu according to the IVR rule definition of standard in the memory module.
Can comprise a plurality of sub module stored in the memory module, all store one group of button number and traffic in each sub module stored and handle the corresponding relation of operation, and wherein having only a sub module stored is current sub module stored, i.e. traffic processing operational module is only determined the button number according to stored relation in one of them sub module stored.Concrete as the description in the above-mentioned method.
Detection module is mainly used in the button number that detects the opposite end from the voice data of the next RTP message of the opposite end transmission that console receives.
The function of detection module is mainly realized by assigns talk passage submodule, negotiation of media streams submodule and detection sub-module.
Assigns talk passage submodule is mainly used in the call distribution talking path of the opposite end that receives into console, and after talking path is allocated successfully, notice negotiation of media streams submodule.
When console can be supported in talking path busy, when not discharging the calling of opposite end immediately, the major function of assigns talk passage submodule can be realized by assigns talk passage submodule 1 and waiting list.
Assigns talk passage submodule 1 is mainly used in when there is idle talking path in console, directly is the call distribution talking path of the opposite end of console reception; When there is not idle talking path in console, waiting list is put in the calling that console receives, and according to the idle talking path of predetermined release conditions wait, in case when predetermined release conditions does not satisfy, Deng by the time idle talking path, as having talking path to be released at interval at the fixed time, console is the call distribution talking path in the waiting list, after talking path is allocated successfully, notice negotiation of media streams submodule.If do not have talking path to be released in the interval at the fixed time, then notice deletion calling submodule finishes this calling.
Waiting list is mainly used in the calling that storage does not have the assigns talk passage.
Deletion is called out submodule when receiving the notice of assigns talk passage submodule 1, determines that the calling in the waiting list never is assigned to idle talking path in the interval at the fixed time, finishes this calling, and it is deleted from waiting list.Concrete as the description in the above-mentioned method.
The negotiation of media streams submodule is mainly used in after receiving the information that talking path is allocated successfully, and carries out negotiation of media streams with the opposite end, and will consult successful message transmission to detection sub-module.
Detection sub-module is mainly used in after receiving the information that talking path is allocated successfully, and detects the button number of opposite end according to DTMF and 2833 number receiving modes from the message that console receives, and detected button number is transferred to traffic handles operational module.Detection sub-module also can only be carried out the button number according to DTMF number receiving mode, 2833 number receiving modes and be detected, and is concrete as the description in the above-mentioned method.
Traffic is handled operational module and is mainly used in the traffic processing operation of determining the detected button number of detection sub-module correspondence according to stored relation in the current sub module stored, as call out switching, prompt tone etc., and according to this traffic handle operation with corresponding data transmission in network telephony to the opposite end, as with voice data by the RTP message transmissions to the opposite end.Concrete as the description in the above-mentioned method.
Though described the present invention by embodiment, those of ordinary skills know, the present invention has many distortion and variation and do not break away from spirit of the present invention, and the claim of application documents of the present invention comprises these distortion and variation.
Claims (9)
1, in a kind of NGN environment based on the traffic processing method of console, it is characterized in that, comprising:
A, the corresponding relation that button number and traffic are handled operation is set;
After b, console receive the calling of opposite end, judge whether to exist idle talking path;
If there is idle talking path, choose and distribute the talking path of free time for described calling;
If there is no Kong Xian talking path is put into waiting list with described calling, and console is waited for idle talking path, and with its etc. by the time idle talking path distribute to calling in the waiting list;
There is one at least in the talking path of described console;
Console detects the button number of opposite end from the voice data that the opposite end transmission comes;
C, console determine that according to described corresponding relation the traffic of detected button number correspondence handles operation, and with corresponding data transmission in network telephony to the opposite end.
2, in a kind of NGN environment as claimed in claim 1 based on the traffic processing method of console, it is characterized in that described step a specifically comprises:
Many group button numbers and traffic are set handle the corresponding relation of operation;
Choose the corresponding relation that one group of button number and traffic are handled operation according to predetermined condition, and it is handled the corresponding relation of operating as current button number and traffic.
3, in a kind of NGN environment as claimed in claim 1 or 2 based on the traffic processing method of console, it is characterized in that the corresponding relation that button number and traffic are handled operation among the described step a is provided with according to the interactive voice response rule.
4, in a kind of NGN environment as claimed in claim 1 or 2 based on the traffic processing method of console, it is characterized in that described console detects the opposite end from the voice data that opposite end transmission comes button number is specially:
Console transmits the button number that detects the opposite end the next voice data according to DTMF and/or 2833 number receiving modes from the opposite end after carrying out the negotiation of media streams success with the opposite end.
5, in a kind of NGN environment as claimed in claim 1 based on the traffic processing method of console, it is characterized in that described step b also comprises:
Console does not still wait by the time idle talking path discharges described calling, and it is deleted from waiting list when predetermined release conditions satisfies.
6, in a kind of NGN environment based on the traffic processing unit of console, it is characterized in that, comprising:
Memory module: storage button number and traffic are handled the corresponding relation of operation;
Detection module: transfer to from the opposite end and to detect the button number the voice data of console;
Traffic is handled operational module: the traffic of determining the detected button number of detection module correspondence according to stored relation in the memory module is handled operation, and with corresponding data transmission in network telephony to the opposite end;
Described detection module comprises:
Assigns talk passage submodule 1: when having idle talking path, the call distribution talking path of the opposite end that receives for console, when not having idle talking path, waiting list is put in the calling that console receives, and the idle talking path of wait, when waiting by the time idle talking path, be the call distribution talking path in the waiting list.
7, in a kind of NGN environment as claimed in claim 6 based on the traffic processing unit of console, it is characterized in that, described memory module comprises a plurality of sub module stored, all store one group of button number and traffic in each sub module stored and handle the corresponding relation of operation, and one of them sub module stored is current sub module stored.
8, as in claim 6 or the 7 described a kind of NGN environment based on the traffic processing unit of console, it is characterized in that:
Assigns talk passage submodule 1 is notified the negotiation of media streams submodule after talking path is allocated successfully;
Described detection module also comprises:
Negotiation of media streams submodule: after receiving the information that talking path is allocated successfully, carry out negotiation of media streams with the opposite end, and will consult successful message transmission to detection sub-module;
Detection sub-module: after receiving the successful information of negotiation, according to the button number of DTMF and/or 2833 number receiving modes detection opposite end.
9, in a kind of NGN environment as claimed in claim 8 based on the traffic processing unit of console, it is characterized in that described detection module also comprises:
Submodule is called out in deletion: determine that the calling in the waiting list still is not assigned to idle talking path when predetermined release conditions satisfies, finish described calling, and it is deleted from waiting list.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2005101154629A CN100505805C (en) | 2005-11-03 | 2005-11-03 | Method and equipment for treating telephone traffic based on attendant console under NGN environment |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2005101154629A CN100505805C (en) | 2005-11-03 | 2005-11-03 | Method and equipment for treating telephone traffic based on attendant console under NGN environment |
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| Publication Number | Publication Date |
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| CN1874378A CN1874378A (en) | 2006-12-06 |
| CN100505805C true CN100505805C (en) | 2009-06-24 |
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| CNB2005101154629A Expired - Fee Related CN100505805C (en) | 2005-11-03 | 2005-11-03 | Method and equipment for treating telephone traffic based on attendant console under NGN environment |
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| CN101222372B (en) * | 2008-01-22 | 2011-06-22 | 中兴通讯股份有限公司 | Method and system for console management adopting network |
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Granted publication date: 20090624 Termination date: 20121103 |