CN100531260C - A telephone number inquiry system and telephone number inquiry and switchover method - Google Patents
A telephone number inquiry system and telephone number inquiry and switchover method Download PDFInfo
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Abstract
本发明公开了一种电话号码查询系统,包括电话号码查询数据库、座席和自动呼叫分配ACD模块,在ACD模块中进一步包括一个用于呼出电话的呼出模块,该系统进一步包括一个用于转接电话呼叫并控制转接过程的自动转接及控制模块,其中自动转接及控制模块和ACD模块相连接。本发明还公开了一种电话号码查询和转接的方法,包括:接收主叫用户的电话号码查询请求;根据查询请求查询电话号码;将主叫用户的电话呼叫转接到查询得到的电话号码。本发明扩展了现有电话号码查询系统的业务范围,除了可以为用户查询电话号码,还可以直接将用户的电话转接到被查的电话号码,同时可以对转接过程进行灵活控制。
The invention discloses a telephone number query system, which includes a telephone number query database, a seat and an automatic call distribution ACD module, the ACD module further includes an outgoing call module, and the system further includes a call transfer module An automatic transfer and control module for calling and controlling the transfer process, wherein the automatic transfer and control module is connected with the ACD module. The invention also discloses a method for inquiring and transferring a telephone number, which includes: receiving a telephone number inquiry request of a calling user; inquiring a telephone number according to the inquiry request; . The present invention expands the business scope of the existing telephone number inquiry system. In addition to inquiring telephone numbers for users, it can also directly transfer the user's telephone to the checked telephone number, and can flexibly control the transfer process at the same time.
Description
技术领域 technical field
本发明涉及电话号码查询技术,具体涉及一种电话号码查询系统及电话号码查询和转接方法。The invention relates to a telephone number inquiry technology, in particular to a telephone number inquiry system and a telephone number inquiry and transfer method.
背景技术 Background technique
随着通信技术的发展,电话在人们的日常工作和生活中的作用越来越重要。为了方便人们更容易地使用电话,电信运营商普遍地利用电话号码查询系统,例如114查号台,向公众提供电话号码查询业务。这样用户在不知道单位或个人具体的电话号码的情况下,可以拨打114查号台的接入电话,114查号台的座席在接收到用户的查询请求后在电话号码查询数据库中进行查询,并将查询结果通过语音告诉用户。这样用户即可根据获知的电话号码来拨打未知的公司或个人的电话号码。Along with the development of communication technology, the effect of telephone in people's daily work and life is more and more important. In order to make it easier for people to use telephones, telecom operators generally utilize telephone number inquiry systems, such as the 114 directory inquiry platform, to provide telephone number inquiry services to the public. In this way, when the user does not know the specific telephone number of the unit or individual, he can dial the access number of the 114 directory inquiry station, and the seat of the 114 directory inquiry station performs an inquiry in the telephone number inquiry database after receiving the user's inquiry request. And the query result is told to the user by voice. In this way, the user can dial the phone number of an unknown company or individual based on the known phone number.
图1示出了现有的114查号台的系统结构。如图1所示,114查号台包括自动呼叫分配系统(ACD)、座席和电话号码查询数据库。其中,ACD和座席之间采用专用的1B+1D接口相连,座席和电话号码查询数据库之间采用计算机网络连接。现有的114查号台主要为用户提供便捷的电话查询服务。114查询台的ACD在接收到来自主叫用户的查号请求后,将查号请求转给座席,座席根据用户提供的相关信息从电话号码查询数据库中查询电话号码,并直接通过人工方式向用户播报查询得到的号码或者没有查到号码的消息,或者座席将查询得到的号码或者没有查到号码的消息转发给ACD,由ACD通过语音方式播报给用户,然后114查号台自动切断来电。Fig. 1 shows the system structure of the existing 114 directory inquiry station. As shown in Figure 1, the 114 directory inquiry station includes an automatic call distribution system (ACD), an agent and a telephone number inquiry database. Among them, the ACD and the agent are connected by a dedicated 1B+1D interface, and the agent and the telephone number query database are connected by a computer network. The existing 114 directory inquiry station mainly provides users with convenient telephone inquiry services. 114 After the ACD of the inquiry station receives the number inquiry request from the calling user, it transfers the number inquiry request to the agent, and the agent inquires the telephone number from the telephone number inquiry database according to the relevant information provided by the user, and directly reports to the user manually. Broadcast the information of the number obtained or the number not found, or the agent forwards the message of the number obtained or the number not found to the ACD, and the ACD broadcasts the message to the user by voice, and then the 114 directory inquiry station automatically cuts off the incoming call.
在这种情况下,用户需要手工记录114查号台查到的电话号码,这给用户带来了一定的不便,例如用户身边没有纸笔或者其他记录工具时,很容易记错或不能完全记清楚114查号台播报的电话号码,特别是在目前电话号码位数越来越多的情况尤其如此。另外,用户如果希望直接拨打要查询的电话,则需要拨打114查号台后挂机再重新拨号,以再次呼叫记录的号码,这个过程对用户来说同样非常不方便。In this case, the user needs to manually record the phone number checked by the 114 directory inquiry station, which brings some inconvenience to the user. Be aware of the phone numbers broadcast by 114, especially in the current situation of more and more digits in phone numbers. In addition, if the user wishes to directly dial the phone number to be inquired, he needs to dial 114, hang up and then dial again to call the recorded number again. This process is also very inconvenient for the user.
发明内容 Contents of the invention
有鉴于此,本发明的一个目的是提供一种可以转接电话呼叫的电话号码查询系统。In view of this, an object of the present invention is to provide a telephone number inquiry system capable of transferring telephone calls.
本发明的另一个目的是提供一种利用上述电话号码查询系统进行电话号码查询和转接的方法。Another object of the present invention is to provide a method for telephone number inquiry and transfer using the above telephone number inquiry system.
本发明的上述目的是通过如下的技术方案予以实现的:Above-mentioned purpose of the present invention is achieved by following technical scheme:
一种电话号码查询系统,包括电话号码查询数据库、座席和自动呼叫分配ACD模块,在ACD模块中进一步包括一个用于呼出电话的呼出模块,该系统进一步包括一个用于转接电话呼叫并控制转接过程的自动转接及控制模块;所述自动转接及控制模块和ACD模块相连接,用于在通话结束且被叫用户挂机时向主叫用户提示是否继续需要电话号码查询或转接服务,并在接收到主叫用户确认继续的命令后通知座席再次进行电话号码查询。所述自动转接及控制模块是自动语音应答(IVR)模块。A telephone number query system, including a telephone number query database, an agent and an automatic call distribution ACD module, the ACD module further includes an outgoing call module for outgoing calls, and the system further includes a call transfer and control transfer module. The automatic transfer and control module of the receiving process; the automatic transfer and control module is connected with the ACD module, and is used to prompt the calling user whether to continue to need telephone number inquiry or transfer service when the call ends and the called user hangs up , and notify the agent to query the phone number again after receiving the order from the calling user to confirm the continuation. The automatic transfer and control module is an automatic voice response (IVR) module.
一种电话号码查询和转接方法,至少包括如下步骤:A method for inquiring and transferring telephone numbers, at least including the following steps:
a.接收主叫用户的电话号码查询请求;a. Receive the caller's phone number inquiry request;
b.根据所述查询请求查询电话号码;b. Querying the phone number according to the query request;
c.将主叫用户的电话呼叫转接到查询得到的电话号码;c. Transfer the calling user's phone call to the phone number obtained from the query;
d.在通话结束并且被叫用户挂机的情况下,进一步提示主叫用户是否继续需要电话号码查询或转接服务,如果是,再次执行步骤a。d. When the call ends and the called user hangs up, further prompt the calling user whether to continue to need telephone number inquiry or transfer service, if yes, execute step a again.
在上述方法中,在步骤b之后可以进一步包括向用户播报查询得到的电话号码的步骤。In the above method, after step b, the step of broadcasting the phone number obtained from the query to the user may be further included.
在上述方法中,在步骤c之前可以进一步包括询问主叫用户是否希望转接电话号码的步骤,如果主叫用户希望转接,则执行步骤c,否则结束本流程。In the above method, before step c, it may further include a step of asking the calling user whether he wants to transfer the phone number, if the calling user wants to transfer, then perform step c, otherwise, end the process.
在上述方法中,在步骤c之前可以进一步包括查询并确定主叫用户的呼出权限的步骤,如果主叫用户具有相应呼出权限,执行步骤c,否则语言提示用户没有相应呼出权限,结束本流程。这里可以通过查询用户呼出权限数据库来确定主叫用户的呼出权限。In the above method, before step c, it may further include the step of inquiring and determining the calling user's calling authority, if the calling user has the corresponding calling authority, execute step c, otherwise the language prompts that the user does not have the corresponding calling authority, and ends this process. Here, the outgoing call right of the calling user may be determined by querying the user call out right database.
在上述方法中,在步骤c中可以进一步包括设置主叫电话号码的步骤。In the above method, step c may further include the step of setting the calling phone number.
从本发明的技术方案可以看出,通过在电话号码查询系统中增加一个例如IVR模块的自动转接及控制模块,并且对原有的ACD增加一个呼出模块,从而将原有的电话号码查询系统的仅仅提供电话号码查询服务的功能扩展为不但能提供电话号码查询,还能直接将主叫电话转接到所查电话号码,从而扩大了电话号码查询系统的业务范围,提供了新的增值业务,增加了电信运营商的营运收入。As can be seen from the technical solution of the present invention, by adding an automatic transfer and control module such as an IVR module in the telephone number inquiry system, and adding an outgoing module to the original ACD, the original telephone number inquiry system The function of only providing telephone number inquiry service has been expanded to not only provide telephone number inquiry, but also directly transfer the caller to the telephone number inquired, thus expanding the business scope of the telephone number inquiry system and providing new value-added services , increasing the operating income of telecom operators.
本发明可以省去用户记录或记忆冗长电话号码的不便。同时,本发明无需用户挂机就能直接转接电话,省略了用户需要记忆相关电话号码且在挂机后再重新拨打被查号码的不便,也减少了用户重新拨打时拨错号码的可能性。另外,在用户通话结束后,还可以继续转到电话号码查询系统要求再次提供电话号码查询或转接等其它服务,减少了用户重复拨打的不便。因此本发明方便了用户,提高了用户的满意度。The invention can save the user from the inconvenience of recording or memorizing redundant telephone numbers. At the same time, the invention can directly transfer calls without the user having to hang up the phone, omitting the inconvenience that the user needs to memorize the relevant phone number and dial the checked number again after hanging up, and also reduces the possibility of the user dialing the wrong number when dialing again. In addition, after the user finishes the call, he can continue to turn to the telephone number inquiry system to request to provide other services such as telephone number inquiry or forwarding again, which reduces the inconvenience of repeated dialing by the user. Therefore, the present invention facilitates users and improves user satisfaction.
本发明的自动转接及控制模块可以对电话转接实行灵活控制,例如可以查询主叫用户的呼出权限,可以设置主叫电话号码显示,可以增加条件转移等。本发明的电话转接由自动转接及控制模块自动完成,不会增加座席的工作量,不会影响整个系统的工作效率。The automatic transfer and control module of the present invention can flexibly control the call transfer, for example, it can inquire about the caller's outgoing authority, can set the display of the caller's phone number, and can add conditional transfer, etc. The telephone transfer of the present invention is automatically completed by the automatic transfer and control module, which does not increase the workload of the seats and does not affect the work efficiency of the whole system.
附图说明 Description of drawings
图1是现有的114查号台的系统结构示意图;Fig. 1 is the system structure schematic diagram of existing 114 directory inquiry station;
图2是本发明的114查号台的系统结构示意图;Fig. 2 is the system structural representation of 114 directory inquiry stations of the present invention;
图3是本发明的电话号码查询和转接的方法流程图。Fig. 3 is a flow chart of the method for telephone number inquiry and transfer in the present invention.
具体实施方式 Detailed ways
下面结合附图和具体实施例对本发明进行详细说明。The present invention will be described in detail below in conjunction with the accompanying drawings and specific embodiments.
相比于现有的114查号台,本发明的电话号码查询系统新增加了一个用于实现电话转接并可以对电话转接过程进行灵活控制的自动转接及控制模块,例如IVR模块。图2示出了本发明IVR模块和114查号台其他模块之间的连接关系。从图2可以看出,IVR模块是和114查号台的ACD模块连接的,它们之间可以进行双向通信。Compared with the existing 114 directory inquiry station, the telephone number inquiry system of the present invention adds an automatic transfer and control module, such as an IVR module, which is used to implement call transfer and can flexibly control the call transfer process. Fig. 2 shows the connection relationship between the IVR module of the present invention and other modules of the 114 directory inquiry platform. It can be seen from Figure 2 that the IVR module is connected to the ACD module of the 114 directory inquiry station, and two-way communication can be performed between them.
在本发明中,ACD模块中进一步增加了一个呼出模块,这样ACD模块不仅可以接收主叫电话呼叫,而且还可以向外呼出电话,从而使连接主叫电话和被叫电话转接成为可能。当然,本领域技术人员很容易理解,这需要电信网络的支持,也就是ACD对端的电信网络设备应该具有路由被叫的功能。In the present invention, an outgoing module is further added in the ACD module, so that the ACD module can not only receive calls from the calling phone, but also make outgoing calls, thereby making it possible to connect the calling phone and the called phone to transfer. Of course, those skilled in the art can easily understand that this requires the support of the telecommunication network, that is, the telecommunication network equipment at the opposite end of the ACD should have the function of routing the called party.
图3示出了利用本发明的电话号码查询系统进行电话号码查询和呼叫转接的方法流程。Fig. 3 shows the method flow of telephone number inquiry and call forwarding by using the telephone number inquiry system of the present invention.
在步骤301,主叫用户通过公共交换电话网络(PSTN)拨打114号码后,114查号台的ACD接收用户的呼叫。In
在步骤302,ACD将呼叫路由到座席,座席根据主叫用户的电话号码查询请求从电话号码查询数据库中查找需要的电话号码。In
在步骤303,座席询问主叫用户是否需要转接到该号码。In
在步骤304,如果主叫用户希望转接,则执行步骤305及其后续步骤;否则执行步骤310及其后续步骤。In
在步骤305,向用户播报查询到的电话号码。提供这一步骤是出于方便用户的目的。例如,有的用户不仅希望接通所查询的电话号码,也希望通过此次查询将相关的电话号码记住,在以后适当的时候再拨打该电话,因此这些用户依然希望能够首先记忆或记录所查询的电话号码,出于方便这部分用户的目的,本发明依然提供了向用户播报查询到的电话号码的步骤。这里,向用户播报查询到的电话号码可以播报两次,以更方便用户记忆。同时,播报电话号码可以由座席人工完成,也可以由ACD或者IVR通过语音方式完成。In
在步骤306,IVR查询用户的呼叫权限,并确定用户是否具有呼叫该被查号码的呼叫权限。如果用户具有相应的呼叫权限,则执行步骤307;否则在步骤311语音通知主叫用户没有相应权限,然后本流程终止。这里的呼叫权限也就是主叫用户是否可以呼叫被查号码,例如,有的用户可能只能呼叫市话,有的用户可以呼叫国内长途,而有的用户可以呼叫国际长途,用户的呼叫权限决定于该用户的电信业务申请。这里的查询是通过查询一个由第三方提供用户鉴权数据库,如营运支撑系统完成,通过接口查询到的信息包括114呼出业务是否登记,允许呼出的权限等。In
在步骤307,呼叫被查号码,然后连接主叫用户的电话呼叫到被叫用户,从而实现电话转接。此时主叫将会听到被叫电话振铃,如果被叫摘机,主叫和被叫即可通话。这里连接过程可以由IVR完成,也可以由ACD完成,不过较佳地是由IVR完成。IVR在实现电话转接的过程中,可以灵活地改变主叫号码显示,例如可以是114,可以直接是主叫号码,也可以是主叫号码前加114,表示该电话是通过114查号台转接的,而不是由主叫用户直接拨打的。另外,IVR可以对电话转接实行灵活控制,例如可以增加问候语、可以实行条件转移等。In
在步骤308,如果在主叫和被叫完成通话后被查号码的用户挂机,IVR提示主叫用户是否继续需要电话号码查询服务。例如,IVR向用户播放提示音:“请选择是否需要继续查号,如果是请按1,否则按0退出。”In
在步骤309,如果IVR接收到用户需要查询服务的信息后,例如用户按1,则重新执行步骤301;否则结束本流程。In
如果在步骤304用户不希望立即转接电话呼叫,则在步骤310,同步骤305一样向用户播报查询到的电话号码。这里,向用户播报查询到的电话号码可以播报两次,以更方便用户记忆。同时,播报电话号码可以由座席人工完成,也可以由ACD或者IVR通过语音方式完成。在播报电话号码后,即结束本流程。If in
本发明通过设置IVR模块,实现了电话转接,并且可以对电话转接进行灵活控制。本发明可以让用户选择是否转接到被查号码,并可以通过查询数据库确认用户是否有权限转接到被查号码。在用户不需要立即转接到被查号码的情况下,本发明依然提供了向用户播报被查号码的步骤。并且,本发明可以对主叫号码显示进行多种设置,可以对电话号码的转接实行灵活控制。The invention realizes the telephone transfer by setting the IVR module, and can flexibly control the telephone transfer. The invention allows the user to choose whether to transfer to the checked number, and can confirm whether the user has the right to transfer to the checked number by querying the database. In the case that the user does not need to transfer to the checked number immediately, the present invention still provides the step of broadcasting the checked number to the user. Moreover, the present invention can carry out multiple settings on the display of the calling number, and can implement flexible control on the transfer of the telephone number.
在本发明中,可以将114查号台的计费标准从按次计费改为按秒计费,这样就为114查号台开发增值业务提供了计费方面的基础。In the present invention, the billing standard of the 114 directory inquiry station can be changed from pay-per-view to bill-by-second, which provides a charging basis for the 114 directory inquiry station to develop value-added services.
在转接电话呼叫的过程中,如果被叫一直没有应答,则主叫可以随时转回114台,继续进行其他服务。In the process of transferring telephone calls, if the called party does not answer all the time, the calling party can turn back to 114 units at any time to continue other services.
在本发明中,一旦座席查找到被查号码,本发明的处理就可以转移到IVR来完成。这样,座席即被释放,又可以去接听其他用户的电话号码查询请求,从而不会影响114台的查号效率,不会增加座席的工作量和工作强度。本发明的IVR处理过程是全自动过程,从而保证了快速准确地完成电话转接,既增加了业务形式,为电信运营商新开辟了增收的渠道,又为用户提供了更大的便利,提高了用户的满意度。In the present invention, once the agent finds the checked number, the processing of the present invention can be transferred to the IVR to complete. In this way, the seat is released and can answer the phone number inquiry requests of other users, so that the number search efficiency of 114 stations will not be affected, and the workload and work intensity of the seat will not be increased. The IVR processing process of the present invention is a fully automatic process, thereby ensuring that the telephone transfer is completed quickly and accurately, which not only increases the business form, opens up new channels for increasing revenue for telecom operators, but also provides greater convenience for users, improving user satisfaction.
以上所述仅是本发明的具体实施例,并不用以限制本发明的保护范围。The above descriptions are only specific embodiments of the present invention, and are not intended to limit the protection scope of the present invention.
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CNB031462197A Expired - Fee Related CN100531260C (en) | 2003-07-04 | 2003-07-04 | A telephone number inquiry system and telephone number inquiry and switchover method |
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CN102111483B (en) * | 2009-12-28 | 2014-01-01 | 比亚迪股份有限公司 | Method and device for querying information in call process and mobile terminal |
CN102420916A (en) * | 2011-11-28 | 2012-04-18 | 中国联合网络通信集团有限公司 | Call processing method and call center |
CN104079729A (en) * | 2013-03-29 | 2014-10-01 | 上海城际互通通信有限公司 | IVR information query method |
CN105072297B (en) * | 2015-08-27 | 2018-02-06 | 携程计算机技术(上海)有限公司 | The speech-sound intelligent adapting system of call center |
CN105847599B (en) * | 2016-05-09 | 2018-11-13 | 上海携程商务有限公司 | Call center and its outer calling telephone matched routings system and method |
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