CN100531262C - Telephone automatic external-calling system and method - Google Patents
Telephone automatic external-calling system and method Download PDFInfo
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- CN100531262C CN100531262C CNB2004100910183A CN200410091018A CN100531262C CN 100531262 C CN100531262 C CN 100531262C CN B2004100910183 A CNB2004100910183 A CN B2004100910183A CN 200410091018 A CN200410091018 A CN 200410091018A CN 100531262 C CN100531262 C CN 100531262C
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Abstract
The invention relates to a telephone automatic calling-out system and method. The system includes a call-out database for recording various call-out data information, a call-out management module for conducting call-out management, a call-out background interface module for reading call telephone information and verifying call rule and packing the telephone information passing through verification and sending it to the foreground business module, and a call-out foreground business module for debagging the packed information and analyzing it and conducting broadcasting voice, receiving and transmitting facsimile files, collecting subscriber push-button information and recording voice message. After every call is completed, the call result is written in the call-out database in direct or indirect approach. Advantages: good expansibility, flexible call-out rule and voice scheme and large capacity.
Description
Technical field
The present invention relates to the communications field, relate in particular to and realize that in telecommunications network telecom operators and large enterprise carry out the automatic outer call method and system.
Background technology
Along with the communication technology increasingly extensive application in social every field, the aggravation of competing between the telecom operators for the client provides better service, has become the common recognition of telecom operators.In all clients of telecom operators, large enterprise is undoubtedly its of paramount importance client, and foundation and maintenance good relationship are very important between the client of large enterprise, and the workload of this work is very big, as telecom operators the client is carried out service observation, telephone expenses and pays prompting, client's business information fax; Bank sends client's transaction bill; Manufacturer is to tracking after sale of client etc.These workloads are often very huge, can't effectively finish by manual type.For addressing the above problem, generally adopt by the method for soundboard playback at present and carry out the phone outgoing call, this outer call method is fairly simple, and function is also comparatively single.And its Capacity Ratio is less, generally has only several million to tens Mbytes, can not record a large amount of voice; In addition, because the time of voice burning is grown (time that needs several hours), when professional voice need change, long-time burning caused the outgoing call front platform business modules long break period.In addition, also there is following shortcoming:
1, can not fax sending and receiving, the outgoing call that realizes by soundboard does not often have the function that receives and send fax, can't realize the facsimile function of content dynamic change yet;
2, can not record client's tone information, because soundboard is a hardware, sound writes needs burning program, can not directly preserve client's tone information.
Summary of the invention
The objective of the invention is to overcome function singleness that prior art exists, the voice recordable time is long, capacity is little, can't fax sending and receiving and can't record shortcoming such as customer voice message, in the hope of provide a kind of can be automatically to customer phone call out, big capacity, can fax sending and receiving, record the phone automatic outer call method that customer voice is left a message.
The phone automatic outer call system that the present invention constructed comprises with the lower part: outgoing call database, outgoing call administration module, outgoing call backstage interface module and outgoing call front platform business modules;
All kinds of outgoing call data messages of described outgoing call data-base recording comprise outgoing call customer information, outgoing call rule, outgoing call task and outgoing call result etc.;
Described outgoing call administration module is based upon on the basis of described outgoing call database, carry out the outgoing call management, comprise import outer calling telephone, formulate the outgoing call rule, assign the outgoing call task, function such as statistics outgoing call result, the data by the administration interface generation all record in the described outgoing call database;
Described outgoing call backstage interface module is based upon on the basis of described outgoing call database, from described outgoing call database, read called telephone information, and call out the rule checking, will send to described outgoing call front platform business modules after the phone information encapsulation by the rule checking;
Described outgoing call front platform business modules is set up on the whole intelligent network basis, after receiving the call information that described outgoing call backstage interface module sends over, call information to encapsulation unpacks analysis, then by intelligent network to the phone in the call information call out, to client playing voice, fax sending and receiving file, collect client's key information and record client's tone information.After each calling is finished, adopt direct or indirect approach will call out the result and write described outgoing call database.
When described outgoing call database was self contained data base, described outgoing call database and described outgoing call administration module, outgoing call backstage interface module constituted OutBound Server; The outgoing call front platform business modules is based upon on the intelligent network platform;
When described outgoing call database was the Database Systems of directly using on telecom operators' service control point, described outgoing call administration module and outgoing call backstage interface module constituted OutBound Server; Described outgoing call database and outgoing call front platform business modules are based upon on the intelligent network platform.
Described outgoing call database adopts modes such as relational database, file mode or memory database to realize, comprises the information of following three aspects: outgoing call customer information, outgoing call rule and outgoing call task;
This three parts's surface information comprises following critical field content: the outgoing call customer phone, the result of outgoing call (can comprise client's response content), the outgoing call success frequency of failure, outgoing call sends to client's data message, outgoing call sends to client's facsimile message (if do not send fax then not this content), the outgoing call time of origin, outgoing call voice or voice scheme, outgoing call grouping management mode (the voice scheme that has comprised each group of grouping back, outgoing call priority, state, the information of using such as outgoing call tables of data.Mode by task in this method is carried out the outgoing call grouping management), outgoing call rule (can comprise outgoing call time range, number range, long time no answer time, duration of a call time, maximum or the minimum number of calls, exempt to exhale rule).
The invention allows for a kind of phone automatic outer call method, may further comprise the steps:
(1) imports client's phone or fax number by the outgoing call administration module;
(2) the outgoing call administration module divides into groups to the client at different customers, for the client of each group sets up a calling task;
(3) set different voice schemes at different customers, then the voice scheme is set in the task of customers' correspondence and goes;
(4) call out scheme, calling telephone number section scope call time, the festivals or holidays that each task is set, exempt to exhale client's rule, information such as maximum access success number of times, maximum call failure number of times;
(5) voice scheme configured voice on intelligent network IP of using according to task;
(6) outgoing call backstage interface module starts the thread of equal number according to the task number of outgoing call administration module setting, concurrent outgoing call data and the outgoing call rule that reads each outgoing call task from the outgoing call database sends to outgoing call front platform business modules on the intelligent network platform to the outgoing call information of each task according to the priority difference of task then;
(7) during outgoing call background module exhalation customer phone, at allowing in the number of calls scope of outgoing call task, the principle of calling out earlier according to the phone of the called least number of times of the customer phone calling of sorting, the outgoing call high priority data that newly enters task in the calling procedure is called out, guaranteed the promptness and the accuracy of outgoing call;
(8) outgoing call front platform business modules is according to receiving call information calling customer phone, to exhaling logical client to carry out verbal announcement, fax, acquisition of information or record client's tone information, and returns the outgoing call database;
(9) call out task termination after, by the outgoing call administration module calling result of write-back in the outgoing call database is carried out statistical analysis.
In described step (2), each task can have the priority of oneself, and client's number that the task that the task that priority is high is lower than priority was called out in the identical time is many.
In described step (6), in the interface module of outgoing call backstage, set maximum available trunk line parameter, guarantee that pressure to switch is in controlled range.
In described step (8), the information that the outgoing call front platform business modules will be called out result and client's feedback has dual mode when writing back the outgoing call database: one, return on the OutBound Server outgoing call backstage interface module and by outgoing call backstage interface module write-back outgoing call database; Its two, when the outgoing call database is on cp, directly write back the outgoing call database.
Apparatus and method of the present invention are based upon on the intelligent network platform basis, allow computer automatically customer phone be called out, and send or receive by the intelligent network platform information of carrying out.Not only solve function singleness effectively based on the outer paging system of soundboard playback, the voice recordable time is long, capacity is little, can't fax sending and receiving and can't record shortcoming such as customer voice message, simultaneously also because adopt the loose coupling mode to carry out the modularization layering, make clear in structure, autgmentability strong; In addition, because the outgoing call administration interface is provided, support outgoing call Rulemaking and speech play solution formulation flexibly, can dispose different outgoing call rule and voice scheme, in the outgoing call process, the client of calling can dynamically change at any time different customers; Outgoing call information has been write down more detailed logging, outgoing call situation function of statistic analysis is provided.
Description of drawings
Fig. 1 is a phone automatic outer call system construction drawing of the present invention.
Fig. 2 is an another kind of phone automatic outer call system construction drawing of the present invention.
Fig. 3 is a phone automatic outer call method flow diagram of the present invention.
Embodiment
Below in conjunction with the drawings and specific embodiments the method for the invention and device are specifically described:
Phone automatic outer call system constituting method of the present invention, the large enterprise that can help to carry out a large amount of outgoing calls carries out the phone automatic outer call, and reinforcement is got in touch with the client's, improves client's satisfaction.By phone automatic outer call system, can in the time of appointment, call out single or multiple phones automatically, for exhaling logical phone to carry out verbal announcement, fax or collection client's input information or tone information.To not exhaling logical phone to carry out recall automatically.
System of the present invention mainly comprises four modules:
The outgoing call database: all kinds of outgoing call data messages of detail record, for example: outgoing call customer information, outgoing call rule, outgoing call task and outgoing call result or the like.
The outgoing call administration module: the outgoing call administration module is based upon on the basis of outgoing call database, windows administration interface by hommization carries out the outgoing call management, comprise import outer calling telephone, formulate the outgoing call rule, assign the outgoing call task, function such as statistics outgoing call result, the data by the administration interface generation all record in the outgoing call database.
Outgoing call backstage interface module: outgoing call backstage interface module is based upon on the basis of outgoing call database, from the outgoing call database, read called telephone information, and call out the rule checking, will send to the outgoing call front platform business modules after the phone information encapsulation by the rule checking.
The outgoing call front platform business modules: the outgoing call front platform business modules is set up on the intelligent network basis, after receiving the call information that outgoing call backstage interface module sends over, call information to encapsulation unpacks analysis, then by intelligent network to the phone in the call information call out, to client playing voice, fax sending and receiving file, collect client's key information and record client's tone information.After each calling is finished, adopt direct or indirect approach will call out the result and write the outgoing call database.
As the bottom module in this outer paging system, the outgoing call database can adopt modes such as relational database, file mode or memory database to realize, the information that mainly comprises three aspects in the outgoing call database: outgoing call customer information, outgoing call rule and outgoing call task, the informational needs of this three aspect comprise following critical field content: 1, outgoing call customer phone; 2, the result of outgoing call (can comprise client's response content); 3, the outgoing call success frequency of failure; 4, outgoing call sends to client's data message; 5, outgoing call sends to client's facsimile message (if do not send fax then not this content); 6, outgoing call time of origin; 7, outgoing call voice or voice scheme; 8, the outgoing call grouping management mode (information such as outgoing call tables of data that comprised the voice scheme of each group, outgoing call priority, state, use after the grouping.Mode by task in this method is carried out the outgoing call grouping management); 9, outgoing call rule (can comprise outgoing call time range, number range, long time no answer time, duration of a call time, maximum or the minimum number of calls, exempt to exhale rule)
In order to clearly demonstrate the outgoing call database information, be exemplified below:
Described outgoing call customer information is made of N outgoing call tables of data:
1) outgoing call tables of data 1
| A1 | A2 | A3 | A4 | A5 | A6 | A7 | A8 | A9 | ... | An |
Wherein: A1: the outgoing call mission number; A2: telephone number; A3: area code; A4: call out the result; A5: call failure number of times; A6: access success number of times; A7: nearest call time; A8: call out the fax paper that sends to the client; A9: call out the data message 1 that sends to the client; An: call out the data message n that sends to the client.
2) outgoing call tables of data 2
| A1 | A2 | A3 | A4 | A5 | A6 | A7 | A8 | A9 | ... | An |
3) field and 1) together.
......
Outgoing call tables of data n
| A1 | A2 | A3 | A4 | A5 | A6 | A7 | A8 | A9 | ... | An |
Field and 1) together.
Described outgoing call mission bit stream comprises following data:
4) outgoing call task list
| B1 | B2 | B3 | B4 | B5 | B6 | B7 | B8 | B9 |
Wherein: B1: the outgoing call mission number; B2: outgoing call task names; B3: outgoing call rule numbers; B4: outgoing call voice scheme; B5: mission-enabling state; B6: task run situation; B7: task calling number; B8: task priority; B9: the outgoing call tables of data that task is used.
Described outgoing call Rule Information comprises following data:
5) outgoing call rule list
| C1 | C2 | C3 | C4 | C5 | C6 | C7 | C8 | C9 |
Wherein: C1: the outgoing call rule numbers; C2: outgoing call rule description; C3: outgoing call zero-time; C4: outgoing call concluding time; C5: outgoing call time festivals or holidays; C6: long time no answer time; C7: breathe out blanking time; C8: call out maximum number of success; C9: call out the maximum frequency of failure.
Enterprise can be by renting or other modes are placed an OutBound Server (computer) in telecom operators.This server is wanted to carry out socket with Service Control Point of intelligent network SCP and is communicated by letter.On OutBound Server, set up the outgoing call database, mode by input or importing moves on to the customer phone number that needs carry out outgoing call in the outgoing call database, the outgoing call database also can directly use the Database Systems on the telecom operators service control point (SCP), thereby reduces enterprise investment.In the outgoing call database, need to be provided with the outgoing call rule, as: call out call time, the number of calls, type of call (notice, investigation, fax, tone information etc.), festivals or holidays scheme, telephone number section etc.; Telecom operators are provided with access code on intelligent network business exchange point SSP, this access code is the sign of outgoing call front platform business modules, is also referred to as service key.
Configuration Service Control Point of intelligent network SCP in intelligent network, service data point SDP, service management point SMP, the professional some SCEP that generates; In intelligent network peripheral hardware IP, deposit corresponding voice or fax that enterprise records, be used for broadcasting voice or sending fax to the client; On intelligent network business generation point SCEP, edit service logic, and generate the outgoing call front platform business modules, load this module to the service control point (SCP) by service management point SMP again, activate the outgoing call front platform business modules.
Outgoing call backstage interface module is installed on OutBound Server, and outgoing call backstage interface module reads the outgoing call data from the outgoing call database, and according to the outgoing call rule outgoing call information is sent to outgoing call front platform business modules on the intelligent network.The outgoing call front platform business modules is according to the outgoing call information calls client who receives.Exhale behind the logical client to client playing voice, fax paper, collection client's information or record client's message.The outgoing call front platform business modules returns to outgoing call backstage interface module or writes back the outgoing call database calling out the result, and whether outgoing call backstage interface module calls out once more according to the rule decision of setting is not exhaled logical client.By the outgoing call administration module outgoing call result is carried out real-time statistic analysis, call out rules modification according to the result who analyzes, to reach best outgoing call effect.
Device of the present invention is based upon on the intelligent network business plateform system, and the general structure of outer paging system can adopt among Fig. 1 or Fig. 2 any one, in Fig. 1 and Fig. 2, and main operation outgoing call backstage interface module on the OutBound Server.Outgoing call backstage interface module is by database interface or file mode visit OutBound Server.The outgoing call database can be built on the OutBound Server, also can build in the cp database of intelligent network platform.Among Fig. 1, the outgoing call database is independently, build on OutBound Server or other servers, outgoing call backstage interface module sends call information to the outgoing call front platform business modules, the outgoing call front platform business modules will be called out the result and be returned to outgoing call backstage interface module, will call out the result by outgoing call backstage interface module and write back the outgoing call database; The outgoing call database is built in the database of cp among Fig. 2, and outgoing call backstage interface module sends call information to the outgoing call front platform business modules, and the outgoing call front platform business modules will be called out the result and directly be write back in the outgoing call database.
The outgoing call administration module may operate on the OutBound Server, also may operate in any computer that can visit the outgoing call database, and the outgoing call administration module is by database interface or file mode visit OutBound Server.The outgoing call front platform business modules is loaded on the intelligent network cp, receives the outgoing call information that the outgoing call background module sends over by the socket mode, and the separate traffic assembly (SIB) by intelligent network carries out outgoing call then.
Fig. 3 shows phone automatic outer call method of the present invention, has comprised following steps:
1, imports client's phone or fax number by the outgoing call administration module;
2, in the outgoing call administration module, at different customers, the client is divided into groups, for the client of each group sets up a calling task, each task can have the priority of oneself, and client's number that the task that the task that priority is high is lower than priority was called out in the identical time is many;
3, can set different voice schemes at different customers, then the voice scheme is set in the task of customers' correspondence and go;
4, call out scheme, calling telephone number section scope call time, the festivals or holidays that each task is set, exempt to exhale client's rule, maximum access success number of times, maximum call failure number of times.
5, voice scheme configured voice on intelligent network IP of using according to task.
6, outgoing call backstage interface module starts the thread of equal number according to the task number of outgoing call administration module setting, concurrent outgoing call data and the outgoing call rule that reads each outgoing call task from the outgoing call database sends to outgoing call front platform business modules on the intelligent network platform to the outgoing call information of each task according to the priority difference of task then.Ask simultaneously to breathe out for fear of large batch of calling, in the interface module of outgoing call backstage, set maximum available trunk line parameter, thereby guarantee that pressure to switch is in controlled range.
7, during outgoing call background module exhalation customer phone, at allowing in the number of calls scope of outgoing call task, the principle of calling out earlier according to the phone of the called least number of times of the customer phone calling of sorting, the outgoing call high priority data that newly enters task in the calling procedure is called out, guaranteed the promptness and the accuracy of outgoing call.
8, outgoing call front platform business modules is according to receiving call information calling customer phone, to exhaling logical client to carry out verbal announcement, fax, acquisition of information or recording client's tone information
9, the information that outgoing call front platform business modules will be called out result and client's feedback has dual mode when writing back the outgoing call database: one, return on the OutBound Server outgoing call backstage interface module and by outgoing call backstage interface module write-back outgoing call database (as Fig. 1 scheme); Its two, when the outgoing call database is on cp, directly write back outgoing call database (as Fig. 2 scheme).
10, call out task termination after, by the outgoing call administration module calling result of write-back in the outgoing call database is carried out statistical analysis.
Claims (7)
1, a kind of phone automatic outer call system is characterized in that, comprises with the lower part: outgoing call database, outgoing call administration module, outgoing call backstage interface module and outgoing call front platform business modules;
All kinds of outgoing call data messages of described outgoing call data-base recording comprise outgoing call customer information, outgoing call rule, outgoing call task and outgoing call result;
Described outgoing call administration module is based upon on the basis of described outgoing call database, carries out the outgoing call management, and the data that generate by administration interface all record in the described outgoing call database;
Described outgoing call backstage interface module is based upon on the basis of described outgoing call database, from described outgoing call database, read called telephone information, and call out the rule checking, will send to described outgoing call front platform business modules after the called telephone information encapsulation by the rule checking;
Described outgoing call front platform business modules is based upon on the whole intelligent network basis, after receiving the called telephone information that described outgoing call backstage interface module sends over, called telephone information to encapsulation unpacks analysis, then by intelligent network to the phone in the called telephone information call out, to client playing voice, fax sending and receiving file, collect client's key information and record client's tone information; After each calling is finished, directly or will call out the result by described outgoing call backstage interface module and write described outgoing call database.
2, phone automatic outer call as claimed in claim 1 system is characterized in that, when described outgoing call database was self contained data base, described outgoing call database and described outgoing call administration module, outgoing call backstage interface module constituted OutBound Server; The outgoing call front platform business modules is based upon on the intelligent network platform, and will call out the result by described outgoing call backstage interface module and write described outgoing call database;
When described outgoing call database was the Database Systems of directly using on telecom operators' service control point, described outgoing call administration module and outgoing call backstage interface module constituted OutBound Server; Described outgoing call database and outgoing call front platform business modules are based upon on the intelligent network platform, and described outgoing call front platform business modules directly will be called out the result and be write described outgoing call database.
3, phone automatic outer call as claimed in claim 1 system is characterized in that, described outgoing call database adopts relational database, file mode or memory database mode to realize.
4, a kind of phone automatic outer call method is characterized in that, may further comprise the steps:
(1) imports client's phone or fax number in the outgoing call database by the outgoing call administration module;
(2) the outgoing call administration module divides into groups to the client at different customers, for the client of each group sets up a calling task;
(3) set different voice schemes at different customers, then the voice scheme is set in the task of customers' correspondence;
(4) call out scheme, calling telephone number section scope call time, the festivals or holidays that each task is set, exempt to exhale client's rule, maximum access success number of times and maximum call failure number of times information;
(5) voice scheme configured voice on intelligent network IP of using according to task;
(6) outgoing call backstage interface module starts the thread of equal number according to the task number of outgoing call administration module setting, concurrent outgoing call data and the outgoing call rule that reads each outgoing call task from the outgoing call database sends to outgoing call front platform business modules on the intelligent network platform to the outgoing call information of each task according to the priority difference of task then; During outgoing call backstage interface module exhalation customer phone, at allowing in the number of calls scope of outgoing call task, the principle of calling out earlier according to the phone of the called least number of times of the customer phone calling of sorting, the outgoing call high priority data that newly enters task in the calling procedure is called out, guaranteed the promptness and the accuracy of outgoing call;
(7) outgoing call front platform business modules is according to receiving call information calling customer phone, and to exhaling logical client to carry out verbal announcement, fax, acquisition of information or record client's tone information, and the information that will call out result and client's feedback returns to the outgoing call database;
(8) call out task termination after, by the outgoing call administration module calling result of write-back in the outgoing call database is carried out statistical analysis.
5, phone automatic outer call method as claimed in claim 4 is characterized in that, in described step (2), each task has the priority of oneself, and client's number that the task that the task that priority is high is lower than priority was called out in the identical time is many.
6, phone automatic outer call method as claimed in claim 4 is characterized in that, in described step (6), sets maximum available trunk line parameter in the interface module of outgoing call backstage, guarantees that pressure to switch is in controlled range.
7, phone automatic outer call method as claimed in claim 4, it is characterized in that, in described step (7), the information that the outgoing call front platform business modules will be called out result and client's feedback has dual mode when writing back the outgoing call database: one, return on the OutBound Server outgoing call backstage interface module and by outgoing call backstage interface module write-back outgoing call database; Its two, when the outgoing call database is on the control point, directly write back the outgoing call database.
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