CN101018259B - Telecom integrated information system and method - Google Patents

Abstract

The related telecom synthesis information application service enables user to use speech, internet and wireless interaction for merging number message service and enterprise information service together. It also relates to the corresponding system and method.

Description

Telecom integrated information system and method

Technical field

The present invention relates to a kind of telecom integrated information system and corresponding telecom integrated information method.

Background technology

At present, all kinds of telecom operators have released 114,160,168 information services of expecting someone's call, and all kinds of enterprises have made up the IT application in enterprises operation system of oneself.But, client's various information service can not be effectively satisfied in this type of phone information service, and main cause is not have energy to implement market Various types of data information gathering, processing, analysis, the information source scarcity, therefore existing phone information service can not be satisfied people's needs.

On the other hand, enterprise does not find a kind of effective way of understanding extraneous client's real demand, company information being provided to the user yet.In the course of time, the IT application in enterprises system has become a kind of ornaments, and inreal its effect of performance can not bring business opportunity to enterprise.

Summary of the invention

The present invention relates to a kind of system and method for telecom integrated information application service.The telecom integrated information application service be allow between the user by interactive voice, the Internet is mutual and mode such as wireless interaction, realizes a kind of integrated information service of number integrated information service and business information services fusion.

Telecom integrated information system of the present invention has been realized the butt joint between personal user and the enterprise.As shown in Figure 1, on the one hand, provide an IT application in enterprises service platform 17, polymerization various commercial client's valid data information, and form enterprises and institutions' information bank 22.On the other hand, provide a multimedia call center platform 4, a search engine A9, a number information storehouse 10, thereby satisfied demands such as user's fuzzy query and all kinds of number information services.Merge switch 12 by an integrated information between above-mentioned number information storehouse 10 and the enterprises and institutions' information bank 22 and couple together, described integrated information merges switch 12 and is also connected to a central database 11.

As shown in Figure 31, the resource of central database 11 can be merged switch 12 by integrated information by the every information products on IT application in enterprises business platform 17 and the multimedia call center business platform 4 to be shared, the information change result that 12 assurances of the switch of integrated information fusion simultaneously will obtain on IT application in enterprises business platform 17 and multimedia call center business platform 4 in real time to number information database 10 and enterprises and institutions' information bank 22, guarantees that the information material that every information products use can access dynamically renewal in time synchronously.

This telecom integrated information system of the present invention has realized that user-user information has effectively circulated, got through supply chain and value chain between the user with information flow between, platform mutually, thereby has made up the biological environment that optimum information resources flow.

In addition, telecom integrated information system of the present invention has also merged the multiple network safe practice, in conjunction with unified certification management and interface system, adopts uniform data format layout technology that information is carried out multidimensional classification, integration, storage and excavation; Make full use of polytype information terminals such as computer, mobile communication, landline telephone, PDA and transmit search parameters such as literal, voice, image to system, pass through search engine system, available information in the search information storage system, and the information that searches presented to the user by means such as landline telephone, the Internet, wireless systems with forms such as literal, voice, images.

The invention provides a kind of searching method that is applied on the telecom integrated information application system, wherein said system comprises: multimedia call center, and multimedia call center comprises speech synthesis system, wherein user terminal can be by being linked into multimedia call center; Manual agent system is connected with described multimedia call center, manual agent system can with the user terminal interaction; Search engine A, it is connected with described multimedia call center; The number information storehouse, it links to each other with search engine A9, and the number information storehouse is that index comes the relevant data of number storing with the number; Described method comprises step: user terminal inserts multimedia call center and proposes a query requests; The query requests of search engine A search subscriber in the number information storehouse that with the number is index, retrieve the telephone number corresponding data with the enterprise customer information relevant with telephone number and carry out integration processing, described then result for retrieval sends back to user terminal through multimedia call center.

The invention provides a kind of call transferring method that is applied on the telecom integrated information application system, wherein said system comprises: multimedia call center, multimedia call center comprises voice response system, speech recognition system, and wherein user terminal can be by being linked into multimedia call center; Manual agent system is connected with described multimedia call center, manual agent system can with the user terminal interaction; Search engine A, it is connected with described multimedia call center; The number information storehouse, it links to each other with search engine A9, and the number information storehouse is that index comes the relevant data of number storing with the number; Described method comprises step: user terminal inserts multimedia call center and proposes a query requests; The query requests of search engine A search subscriber in the number information storehouse that with the number is index, retrieve the telephone number corresponding data with the enterprise customer information relevant with telephone number and carry out integration processing, described then result for retrieval sends back to user terminal through multimedia call center; When the company information in the result for retrieval comprised the indication that allows switching, whether the automatic voice responsion system reminding subscriber terminal needed direct switched service; User terminal can be by button or is directly said enterprise name or the title that needs switching by speech recognition system, thereby selects the number transfer service; Determine that the user selects after the number transfer service, automatic voice responsion system is called out by multimedia call center and is looked into the user, is coupled together thereby user terminal looks into the user with quilt, realizes automatic switched service.

The invention provides a kind of communication assistant method that is applied on the telecom integrated information application system, wherein said system comprises: multimedia call center, multimedia call center comprises voice response system, and wherein user terminal can be by being linked into multimedia call center; Manual agent system is connected with described multimedia call center, manual agent system can with the user terminal interaction; Search engine A, it is connected with described multimedia call center; The number information storehouse, it links to each other with search engine A9, and the number information storehouse is that index comes the relevant data of number storing with the number; Described method comprises step: user terminal is linked into multimedia call center, and multimedia call center extracts termination number information, turn-on time and the relevant critical datas such as routing iinformation of user terminal; Multimedia call center is that user terminal is created Personal Address Book; And multimedia call center receives the data maintenance request of individual subscriber numbering directory, distributes the related data storage resources in the number information storehouse, with the data corresponding stored of being extracted.

The invention provides a kind of communication assistant method that is applied on the telecom integrated information application system, wherein said system comprises: multimedia call center, multimedia call center comprises voice response system, and wherein user terminal can be by being linked into multimedia call center; Manual agent system is connected with described multimedia call center, manual agent system can with the user terminal interaction; Search engine A, it is connected with described multimedia call center; The number information storehouse, it links to each other with search engine A9, and the number information storehouse is that index comes the relevant data of number storing with the number; Described method comprises step: user terminal inserts operator attendance, by mutual with manual operator, and the request registration enterprise virtual central office; The operator is the essential information of recording user, and distributes to unique corporate identify of user number, sets virtual central office manual service or virtual central office automation services.

The invention provides a kind of telecom integrated information application system, described system comprises: multimedia call center, wherein said multimedia call center also further comprises voice response system, speech recognition system, speech synthesis system, and wherein user terminal can be linked into multimedia call center by communication network, network access device; Manual agent system is connected with described multimedia call center, manual agent system can with the user terminal interaction; Search engine A, it is connected with described multimedia call center, and search engine A can provide search for the query requests of user terminal; The number information storehouse, it links to each other with search engine A9, and the number information storehouse is that index comes the relevant data of number storing with the number; Enterprises and institutions' information bank, the relevant information of its storage enterprises and institutions; Central database can be used for the data message of sharing in number storing information bank and the enterprises and institutions' information bank; Integrated information merges switch, number information storehouse and enterprises and institutions' information bank, central database are coupled together, and wherein integrated information merges the service logic of data circulation, exchange and resource-sharing between switch processing center database and the number information database/corporate client information database; Wherein search engine A is in the number information storehouse that with the number is index and the query requests that merges switch search subscriber from enterprises and institutions' information bank, central database by integrated information, retrieve the telephone number corresponding data with the enterprise customer information relevant with telephone number and carry out integration processing, described then result for retrieval sends back to user terminal through multimedia call center.

The invention provides a kind of telecom integrated information application system, described system comprises: the IT application in enterprises platform, wherein said IT application in enterprises platform also comprises gathers territory control device, the control device of gathering and editing, Subscriber Management System, and wherein said IT application in enterprises platform can be connected to multiple information-based application system by interface and authenticate device, VPN network security device; Search engine B is connected to described IT application in enterprises platform, thinks that the query requests of enterprise provides search; The company information storehouse is connected with described search engine B, the relevant information of described company information library storage enterprises and institutions.

This telecom integrated information system of the present invention can be at different user's requests, organic combination, existing various types of other number information resource of excavation, the assisted user management, realize services such as number storage, inquiry and switching, with existing only towards the public number inquiry service extension be towards the public with the number information service value-adding business of customized customer colony, the while is to being provided abundanter value-added service by verification certificate position user.

Description of drawings

Fig. 1 shows the module map of telecom integrated information application system according to an embodiment of the invention.

Fig. 2 shows the flow chart of communicating by letter between user terminal according to an embodiment of the invention and the search engine.

Fig. 3 shows the flow chart of the query requests of search engine A process user according to an embodiment of the invention.

Fig. 4 shows the flow chart of information issue according to an embodiment of the invention.

Fig. 5 shows the flow chart of realization search inquiry according to an embodiment of the invention and calling transfer.

Fig. 6 shows the flow chart of realization forwarding during query according to an embodiment of the invention.

Fig. 7 shows the calling procedure between access device according to an embodiment of the invention and the terminal called.

Fig. 8 shows the flow chart of establishment personal communication book according to an embodiment of the invention.

Fig. 9 has shown the website applicating example of personal communication book according to an embodiment of the invention.

Figure 10 has shown the call voice applicating example of personal communication book according to an embodiment of the invention

Figure 11 shows the flow chart of establishment enterprise virtual central office according to an embodiment of the invention.

Figure 12 shows the applicating example of enterprise virtual central office according to an embodiment of the invention.

Figure 13 shows the flow process of data analysis according to an embodiment of the invention.

Figure 14 shows the process of a kind of whole digital signature of VPN of the present invention.

Figure 15 shows multiple application system VPN access process.

Figure 16 shows the corresponding data flowchart with Figure 15.

Figure 17 shows identifying procedure figure according to an embodiment of the invention.

Figure 18 shows the collection territory control device 18 in the IT application in enterprises platform 17.

Figure 19 shows the control device 19 of gathering and editing in the IT application in enterprises platform 17.

Figure 20 shows a familygram of the user management module 20 in the IT application in enterprises platform 17.

Figure 21 shows the search routine of the search engine B of system of the present invention.

Figure 22 shows a kind of concrete schematic diagram of the data synchronization engine of system of the present invention.

Figure 23 shows the flow chart of the Business Information maintenance of system of the present invention.

Figure 24 shows the flow chart of the service handling of system of the present invention.

Figure 25 shows the flow chart of the Internet PORTAL collection of system of the present invention.

Figure 26 shows the flow chart of the corporate client information issue Resource Exchange of system of the present invention.

Figure 27 shows a kind of implementation of the flow process shown in the accompanying drawing 26.

Figure 28 shows the flow process of the corporate client daily record data mining analysis of system of the present invention.

Figure 29 has shown the flow process of the customer phone daily record data mining analysis of system of the present invention.

Figure 30 shows the flow process of the self-service maintenance of third party's information resources data of system of the present invention.

Figure 31 shows the information flow direction figure of the resource-sharing of telecom integrated information application system of the present invention.

System and method disclosed herein has overcome the shortcoming of above-mentioned prior art in its various embodiment, and has realized the advantage that this system and method can not exist before.

More completely describe the present invention below with reference to accompanying drawing, the preferred embodiments of the present invention have been shown in the accompanying drawing.But the present invention may be embodied in many other forms, and is not appreciated that and is limited to embodiment described here; It is for disclosure will be detailed and complete that these embodiment are provided on the contrary, and will intactly scope of the present invention be conveyed to those skilled in the art.From start to finish similarly label is all represented similar elements.

Under the help of the instruction that provides in aforementioned description and relevant drawings, those skilled in the art in the invention will expect many modifications of the present invention and other embodiment.Therefore, be appreciated that to the invention is not restricted to disclosed specific embodiment, revise with other embodiment and want to be included in the scope of appended claims.Though adopted particular term here, they just use on general descriptive sense, rather than are used to limit purpose.

Block diagram and flow chart description the present invention below with reference to method according to an embodiment of the invention, device (being system) and computer program.Be appreciated that each piece of block diagram and flow chart and the combination of the piece in block diagram and the flow chart can be realized by computer program instructions respectively.These computer program instructions can be loaded on all-purpose computer, special-purpose computer or other programmable data processing unit, to produce machine, so that the instruction of carrying out on computer or other programmable data processing unit produces the device of the block diagram that is used for executive system or flow chart block appointment.

These computer program instructions also can be stored in the computer-readable memory, this computer-readable memory can instruct computer or other programmable data processing unit by ad hoc fashion work, so that the instruction that is stored in the computer-readable memory produces a product, wherein comprise the command device of realizing the function of appointment in one or more flow chart blocks.Computer program instructions also can be loaded on computer or other programmable data processing unit, to cause the sequence of operations step on computer or other programmable devices, to be performed, to produce computer implemented process, so that the instruction of carrying out on computer or other programmable devices is provided for realizing the step of the function of appointment in one or more flow chart blocks.

Therefore, the piece support of block diagram and flow chart is used to carry out the combination of the device of appointed function, the combination of step that is used to carry out appointed function and the program instruction means that is used to carry out appointed function.It is also understood that each piece of block diagram and flow chart and the combination of the piece in block diagram and the flow chart can be realized by the combination of the hardware based dedicated computer system of carrying out appointed function or step or specialized hardware and computer instruction.

Embodiment

Further specify the present invention below in conjunction with accompanying drawing.

Fig. 1 shows the module map of telecom integrated information application system of the present invention.Described system comprises: terminal 1, communication network 2, connection device 3, multimedia call center 4, manual board 5, search engine A9, wherein terminal 1 is linked into multimedia call center 4 by communication network 2, connection device 3, multimedia call center 4 further is connected to manual agent system 5, search engine A9, and search engine A9 also links to each other with a number information storehouse 10.Described multimedia call center 4 also comprises voice response system 6, speech recognition system 7, speech synthesis system 8.

On the other hand, described telecom integrated information application system also comprises IT application in enterprises platform 17, described IT application in enterprises platform 17 is connected to a multiple information-based application system 14 by interface and authenticate device 16, VPN network security device 15, described IT application in enterprises platform 17 is also connected to a search engine B 21, and search engine B 21 is connected to a company information storehouse 22.Described IT application in enterprises platform 17 also comprises gathers territory control device 18, the control device 19 of gathering and editing, Subscriber Management System 20.

Described number information storehouse 10 and company information storehouse 22 are merged switch 12 by an integrated information and are coupled together, and described integrated information merges switch and is also connected to a central database 11.In addition, an external information system 13 can be connected to described number information storehouse 10, integrated information fusion switch 12 or company information storehouse 22, with its information synchronizationization.

Further referring to accompanying drawing 31, the resource of central database 11 can be merged switch 12 by integrated information by the every information products on IT application in enterprises business platform 17 and the multimedia call center business platform 4 to be shared, the information change result that 12 assurances of the switch of integrated information fusion simultaneously will obtain on IT application in enterprises business platform 17 and multimedia call center business platform 4 in real time to number information database 10 and enterprises and institutions' information bank 22, guarantees that the information material that every information products use can access dynamically renewal in time synchronously.

Based on above-mentioned Sharing Information resource, described telecom integrated information application system can realize multiple service is provided, and comprises " industry head looks into ", " information issue ", " forwarding during query ", " communication assistant ", " data analysis ".

Below will specify the respective services that it provides, and the function of each module of said system and implementation.

1. industry head looks into

In conjunction with the accompanying drawings 2 and Fig. 3 illustrate and utilize telecom integrated information application system of the present invention to realize that industry head looks into the flow chart of service.Comprise the steps:

A) user dials the service hotline access code by various communicating terminals 1, and by behind multiple communication network 2 connection devices 3, is routed to multimedia call center platform 4.Multimedia call center 4 can be obtained the identification marking of user's communicating terminal by communication network 2 connection devices 3 in this process, and for example, user's dialing number information etc., user dial data such as information and route office direction sign.

B) user further carries out with the manual board system 5 of framework on multimedia call center platform 4 alternately.

C) operator of user in manual board system 5 proposes an information inquiring request, for example inquiry " so-and-so moving service company ".

D) the manual position software of manual board 5 sends an information inquiry message to search engine A (9).

This message comprises that for example rear subscriber number, enterprise name are " removal of home " for " so-and-so ", enterprise characteristic.

Follow referring to accompanying drawing 3 handling process of search engine A.

E) after search engine A receives the searching request of Operator Position System, check at first whether each field of message is correct.If incorrect, just return an error message and give manual agent system, and the type of reporting errors.If message is correct, then proceed to handle.

F) search engine A inquires about a number information storehouse by described calling number, thereby obtains the area information at user place.

G) in a number information storehouse, obtain the relation identity of number information according to search engine A, search engine A can send sign to integrated information and merge switch 12, IT application in enterprises platform 17 polymerizations in the integrated information fusion switch 12 search center storehouses 11, identify corresponding various commercial client's valid data information with this, search name meets " so-and-so " unit in the relevant enterprise information in final integration number information storehouse 10, enterprise operation is characterized as the many enterprises of " removal of home ", and the message interface that merges switch 12 by integrated information feeds back to multimedia call center platform 4.

H) all will deposit the precedence level code data of enterprise in above-mentioned two information banks in advance.

For example coded system is 6, wherein front two be the grouping rank position of this enterprise under many groups situation, middle two for this enterprise in the actual row name position of this group, last two be enterprise's sum of this group.The priority scroll procedure of rear end will be provided in the number information storehouse, carry out the periodicity automatic rolling according to the strategy of setting for relevant enterprise in each grouping and upgrade coding.

I) search engine A in conjunction with priority, geographical position, creditworthiness, the service ability of the many enterprises that return, adopts predetermined algorithm to sort according to the Subscriber Number area information that provides.

Here, can adopt multiple known algorithm, include but not limited to: in contract ratio search dynamic order apportion design, in industry customer's data sum ratio search dynamic order apportion design, by the signed client circulate average search dynamic order apportion design, by signed client's contract fixedly the sorted search apportion design, combine News Search apportion design, client's credit index weighting News Search apportion design with the contract client properties, also can carry out dynamic flexible combination by caller attributes according to actual operating position.

After selected algorithm is finished ordering, return Operator Position System enterprise customer's information that telephone number data, the number of suitable user's enterprise is relevant as unit address, title, traffic route, service range, branch, network address, Email etc.And the business information of enterprises registration is as open transition business etc. (about " transfer service ", hereinafter having a detailed description) whether.

J) Operator Position System obtains the company information that search engine A returns, and by voice response system and speech synthesis system information is sent to the user.

Search engine A is a core apparatus of telecom integrated information application system provided by the invention.Search engine A (9) discerns the calling number of the user terminal of access, confirms the area information of this user terminal region according to navigation system; Search engine (9) passes through the transmission and the retrieval of parameter in the number information storehouse (10) that with the number is index, search engine A (9) utilizes the various commercial client's of IT application in enterprises service platform polymerization valid data information to search out Query Result and realize to formulate the good telephone number data enterprise customer information relevant with number and carry out integration processing, as: unit address, title, the traffic route, service range, branch, network address, Email etc., and the user is recommended or passed to the mode that text message converts voice to by speech synthesis system (8), reach by transmitting number information and realize the issue of company information.

As follows to further describing of search engine A.

Search engine A major function comprises:

-by calling number, the enquiry number information bank is determined this user region.

-in the number information storehouse that with the number is index, inquire the information that the user needs fast and accurately.

-merge switch by integrated information, the good telephone number data enterprise customer information relevant with number is carried out integration processing to inquire formulation from enterprises and institutions' information bank, as: unit address, title, traffic route, service range, branch, network address, Email etc.

-information to inquiring from number information storehouse and enterprises and institutions' information bank is carried out prioritization according to sort algorithm.

The sort algorithm that described search engine uses includes but not limited to:

-in contract ratio search dynamic order apportion design

Can be a plurality of contracted users directory enquiry ratio in signatory contract requirement is provided.Signatory contract requirement directory enquiry ratio as A enterprise is 60%, and B enterprise is 30%, and C enterprise is 10%, and then system dynamically updates priority by the data query of real-time statistics the sector, satisfies the requirement of ratio directory enquiry.When only having one or one group to contract enterprise number, the inquiry of all the sectors all extremely should signatory enterprise with priority allocation.

-in industry customer's data sum ratio search dynamic order apportion design

For the storage of the data branch trade classification in the database of phone search engine search, the industry data in the database is exported according to a certain percentage according to contractual requirement or business rule.For example the A industry has 100 families in data bank, the export ratio of contractual requirement or business rule is 10%, then the signed client to 100 * 10%=10 family in 100 families carries out dynamic order output when carrying out the search of industry keyword search or category of employment, if signed client's number less than 10 families, then carries out dynamic order output by contracted user's data of reality.

-by signed client's average search dynamic order apportion design that circulates

Carry out number output for the data bank of phone search engine search by signed client's average search dynamic order directory enquiry rule that circulates.For example for other subscriber data of category-A client of X family that contracted altogether, then only export signatory X family's customer data and carry out priority ordering, and the signed client of X family recommends broadcasting method that number information is passed to the user by the average ordering of circulation when each directory enquiry result exports for the result of other keyword search of category-A.

-by the fixing sorted search apportion design of signed client's contract

Data bank for the search of phone search engine can not revised its priority by the fixedly ordering output directory enquiry of signed client's contract regulation.As other client of category-A contracted altogether B, C, D three tame clients, and because their putting in order as a result of contract value or bid is B, C, D, then do not have inferior phone engine category-A is not carried out keyword search all simultaneously to user's promotion B, C, D, and the order that promotion are reported is constant.

-press caller attributes to combine the News Search apportion design with the contract client properties

Data bank for the search of phone search engine is incorporated into action attitude search directory enquiry by caller attributes and contract client properties.For example the Guangzhou is a Tianhe District according to the office direction attribute of dialing the calling number of information desk, then according to signed client's contractual requirement, the client who has paid the Tianhe District expense is carried out first search ordering directory enquiry, and the user is given in preferential promotion.

-client credit index weighting News Search apportion design

Data bank for the search of phone search engine is pressed client's credit index weighting News Search directory enquiry.Two similar signed client of A, B for example, because the scale of its enterprise, market public praise, historical service scenario, the credit of paying dues situation etc. are different can be at its credit index of each computation of Period, in order to give the Business Information of client's promotion high-quality of dialing information desk, the phone search engine adopts the computational methods of weighting credit index that A, B client are carried out dynamic order and recommends inquiry (user).

Above searching method can carry out dynamic flexible combination search according to actual operating position.

Above-mentioned industry head is looked into " message format " explanation in further detail of use.Wherein " message format " mainly described Best Tone Service interior business system and carried out information interaction, for example the message format of the message format of seat and multimedia call center, seat calling search engine, message format that Search Results returns etc.

-seat calls the multimedia call center interface, obtains the message format of caller information:

CallId: call out numbering

CallingNumber: calling number

CalledNumber: caller dialing numbers

The message format of-seat calling search engine A is

CallingNumber: calling number

Name: enterprise name

Class: enterprise classifying (includes but not limited to: five metals, general merchandise, glass is made pottery, funeral and interment, publish, financial and monetary, food and drink, adjust, political parties and groups, telecommunications, electronics, house property, dress ornament, service, weaving, broadcasting and TV, advertisement, industrial and commercial, public, environmental protection, building materials, alternating current, calculate, traffic, machinery, education, exploitation, scientific research, tourism, timber, agricultural, other, the masses, judicial, petrochemical industry, food, municipal administration, foreign trade, style, literature and art, shoes and hats, metallurgical, medical treatment, instrument, printing, bank, hospital, postal, clock and watch, government, consulting, papermaking)

Character: the enterprise characteristic (feature of enterprise in affiliated industry.Include but not limited to: just have in the enterprise classifying of " telecommunications ": IP, BB machine, IT, long-distance call, long-distance, long letter, program control, call, fax, phone, intercom, distribute telephone numbers, public words station, photoconduction, optical fiber, light news, number book, fixed telephone bar, switch, online, information service center, mobile phone, Personal Handyphone System, paging ... etc. various features)

-manual position is obtained the message format of Search Results by search engine A:

PhoneNumber1: the telephone number data 1 of enterprise

PhoneNumber2: the telephone number data 2 of enterprise

PhoneNumber3: the telephone number data 3 of enterprise

PhoneNumber4: the telephone number data 4 of enterprise

PhoneNumber5: the telephone number data 5 of enterprise

Above-mentioned each " enterprise telephone number data " all comprise following data item:

Address: unit address

Name: title

Path: traffic route

Type: the type of business

ServerRange: service range

Fax: fax

Email: Email

ServerFlag: the business information of enterprises registration.Be made up of 32 character strings, each represents a kind of business.

Manual position sends the voice response system parameter to except that the parameter that comprises mentioned above searching results, also comprises:

PlayType: newspaper type

PlayNumber: newspaper number

WorkID: operator's job number

CallingNumber: calling number

CallingType: caller type

Below be further specifying of the intelligently encoding that uses for native system.

-precedence level code:

Totally 6 of Priority flags, AABBCC, AA represent little group #, and BB represents group's current location, and CC represents current group sum.

-company information coding:

The enterprise classifying sign indicating number; Enterprise's phonetic sign indicating number; Enterprise's name sign indicating number; Enterprise characteristic sign indicating number (totally 5, each is above 4); Enterprise's address code;

-information fusion message format

The information fusion message format mainly is to be used for integrated information to merge switch, carries out information interaction between number information storehouse and the enterprises and institutions' information bank, and search engine can use this message format to obtain the fusion information of two databases.

The message format that sends is: command type; Message-length; Number data; Name sign indicating number information, area information, enterprise classifying information, enterprise characteristic information;

The message format that returns is: command type; Message-length; Unit address; Title; The traffic route; Service range; Branch; Network address; Email.

For example, number is that 12345678 user need be by fixed telephone bar that is " New World " of search engine A retrieval.The zone that search engine retrieving goes out number 12345678 places is AA.This moment is recalls information polymerization interface again.Then the message of Fa Songing is:

Parameter

Command type

Message-length

Number data

Name sign indicating number information

Area information

Classified information

Characteristic information

Value

Inquiry

12345678

New World

AA

Telecommunications

Fixed telephone bar

2. information issue

Information issue class business is divided into dual mode: voice mode information issuing service, short message mode information issuing service, stream media information published method.

2.1 voice mode information issue

Such business is when the user inquiring number, is provided information promulgating platform for inquiring about trade company for the inquiry provides more simultaneously based on by the information inquiry of directory enquiry sign indicating number, and its basic service flow process is:

On the basis of above-mentioned " industry head looks into " flow process, after all kinds of company informations that manual agent system 5 obtains returning by search engine A, carry out following steps:

A) manual position 5 transfers the call to the voice response system 6 in the multimedia call center 4, transmit by multimedia call center 4 simultaneously: the newspaper type, the newspaper number, job number, the data passes such as Search Results that calling number, caller type and search engine A return are given voice response system 6.

B) voice response system 6 is with the enterprise customer information relevant with number in the Search Results, for example: contents such as unit address, title, traffic route, service range, branch, network address, Email are by speech synthesis system 8, convert text message to voice broadcast and give the user, realize the issue of company information thereby reach by transmitting number information.

Referring to accompanying drawing 4, provide an application example of information issue

1. user terminal 1 is dialed hot line and is entered multimedia system call center 4;

2. multimedia call center 4 distributes idle manual service seat 5, and message such as calling subscriber's number information, routing iinformation are passed to manual service seat 5.

3. behind manual service seat 5 and the user interactions, with enterprise's relevant information of needs inquiry, message format according to the rules passes to search engine A (seeing above-mentioned industry head for details looks into).

4. search engine A carries out intelligently encoding, the relevant information of enquiry number information bank, number information and enterprise's essential information (for example enterprise name, address etc.) with company information according to predetermined search algorithm.

5. search engine A sends to integrated information fusion switch 12 with number information and enterprise's essential information.

6. integrated information merges switch 12 according to number information and enterprise's essential information, inquiring enterprise relevant information in central database 11 (comprising unit address, title, traffic route, service range, branch, network address, Email etc.) returns to search engine A then.。

7. search engine A 9 sends to automatic speech synthesis system 8 after number information, enterprise's essential information and enterprise's relevant information are merged, and finishes the synthetic work of voice.

8. the speech play after automatic voice responsion system 8 synthesizes information is given the user, finishes the service of information issue class business.

2.2 short message mode information issue

Such business is when the user passes through the short message mode Query Information, and for the inquiry provides more based on the information inquiry of being looked into content, for being provided information promulgating platform by inquiry trade company, Query Result sends to user terminal simultaneously.

Its basic service flow process is as described below:

The user sends the number of the content of specified format to appointment by terminal 1, and multimedia call center 4 is received after user's the note, through handling, again Query Result is sent to user terminal 1.For example,

A) user sends the number of the content of specified format to appointment by terminal 1.For example: the user sends the note to 8160114 of content for " telecommunications customer service hot line q "." the telecommunications customer service hot line " content that need inquire about for the user wherein, " q " is user's querying command, 8160114 is assigned number.The specified format of note just is so: query contents+space+operational order.

B) multimedia call center 4 is received after user's the note, according to the format analysis user's of above-mentioned appointment short message content.According to user's query contents and operational order, search for by search engine 9, wherein search procedure describes in detail in " industry head looks into ".

C) after search finishes, multimedia call center 4 with the enterprise customer information relevant in the Search Results with number as: contents such as unit address, title, traffic route, service range, branch, network address, Email are sent to user terminal 1 with way of short messages.

2 flow process in conjunction with the accompanying drawings, user terminal 1 send information to multimedia call center 4, and multimedia call center 4 is searched for by search engine A.Search engine A returns to multimedia call center 4 to Search Results, and multimedia call center 4 is sent to user terminal 1 to Search Results.

2.3 Streaming Media issue

Similar to above-mentioned short message information issue, can also comprise step:

C) multimedia call center 4 is with the enterprise stream media information relevant with number in the Search Results, for example: contents such as enterprise's Related product, title, address, network address.Send to user terminal 1 through communication network 2.

3. forwarding during query

Such business is after satisfying the public users number inquiry, calls out or the message switching service for the various ways that the inquiry client provides, and its basic service flow process is as described below:

Accompanying drawing 5 shows in search procedure (about search procedure, referring to above-mentioned " industry head looks into ") and afterwards, further carries out the flow processing of calling transfer.

Accompanying drawing 6 shows on the basis of above-mentioned information issue flow process, the handling process of automatic voice responsion system 6.

A) automatic voice responsion system 6 judges whether it is the information issuing service.If not, then report number.If then the company information in the Search Results is passed through speech synthesis system 8 synthetic speechs, the voice that obtain synthesizing.

B) play synthetic voice, to realize the information issue of enterprise.

C) business information that automatic voice responsion system 6 can be by enterprises registration in the Search Results that returns is as open transition business etc. whether.Playing alert tones, whether the prompting user needs direct switched service.

D) user can pass through button, or the directly service by speech recognition system--need not button, and only need say the user's name that needs switching or claim, can select the number transfer service.

E) determine that the user selects after the number transfer service, automatic voice responsion system 6 can be by multimedia call center 4, carry out the initialization switch over operation, carry out the initialization switching, made a call by the directory enquiry sign indicating number from trend, if the other side's answering call, then system can call automatically and finish switch over operation, the directory enquiry user is looked into the user with quilt coupled together, realized automatic switched service.If subscriber engaged or long time no answer, system can take back automatic voice responsion system with speech channel automatically, is continued to provide service to the user according to operation flow by automatic voice responsion system again

Major function about above-mentioned automatic voice responsion system 8 is described as follows:

-report enquiry number to the user

-carry out the information issue by speech synthesis system to the user

-judge whether to carry out the prompting of number switch over operation to the user

-call the multimedia call center platform interface, carry out the number switch over operation

About above-mentioned steps e) details, can be further referring to accompanying drawing 7, show that access device is by the calling procedure between multimedia call center 4, automatic voice responsion system 6 and the terminal called.

4. the assistant's class of communicating by letter business

Such business is that towards the communication assistant value-added service that particular customer provides, its basic service flow process is on the basis of satisfying personalized customer group's variation number information demand for services:

A) user is by user terminal 1 incoming communication network 2

B) by behind the multiple communication network connection device 3, be routed to multimedia call center 4, multimedia call center extracts user's termination number information, turn-on time and relevant critical datas such as routing iinformation.

C) create Personal Address Book.Concrete steps are that the user navigates by system, inserts manual position 5.In the software systems of operator attendance 5, carry out the information registration according to user's request by the operator for the user.

Accompanying drawing 8 shows the flow chart of creating Personal Address Book.

Success is registered the back user and dialed once more and insert multimedia call center 4, can pass through voice response system 6, and is mutual by the speech business flow process that terminal push and native system are prefabricated, finishes the collection of user service information.

For example the personal user by button for oneself Personal Address Book increase, maintenance work such as deletion, can also directly finish outside transit working by button for the phone in the numbering directory by system.

D) visit Personal Address Book.Concrete steps are that successfully registration back user dials once more and inserts multimedia call center platform 4, can be provided inquiry, switching, modification and the deletion of number for the user by the operator by inserting operator attendance 5.

The user can use this address book function by number of ways after the personal communication book is created, comprise that website, seat, automatic speech flow process all can safeguard personal communication book information; Seat and automatic speech flow process can also provide the call forwarding service for the user.

Accompanying drawing 9 has shown the website applicating example of personal communication book.

Accompanying drawing 10 has shown the call voice applicating example of personal communication book.

In addition, the user also can navigate by system, inserts manual position 5.Use general seat software system and user interactions by the operator, collect the customer service demand information and carry out information retrieval and information extraction by business module in the software systems of manual position 5 and backend information search engine A 9.The user can directly dump in the Personal Address Book by voice response system 6 buttons behind the company information of receiving manual position 5 feedbacks.

In addition, can also create enterprise virtual central office for enterprises and institutions.

Enterprise sets up the virtual central office process: the user inserts operator attendance (5), can be by mutual with the operator, require registered enterprise's virtual central office, the operator is with the essential information of recording user, and distribute to unique logo of user number, enterprise can by and the exchanging of operator, setting virtual central office manual service or virtual central office automation services dual mode.

Accompanying drawing 11 has shown an embodiment who creates enterprise virtual central office.

The employee uses the virtual central office process: the user directly carries out interactive voice by terminal 1 and native system by speech recognition system 7, and native system is finished the work of obtaining of user service information according to the set flow process of recognition system.For example enterprise can use native system to realize virtual central office service, and behind company personnel's connecting system, direct calling company personnel name, system can be transferred to this employee and leave number in the system in; Speech recognition system 7 can be discerned user's number automatically and play to the user by voice response system 6, and direct button can be stored in Personal Address Book after the user listened to and finishes.

Accompanying drawing 12 has shown an applicating example of enterprise virtual central office.

The speech synthesis system 8 of system can carry out information interaction with speech recognition system 7, voice response system 6 and manual agent system 5 etc., after above-mentioned three systems finish that user service information is collected and finish information extraction with information search engine A, transmission information to speech synthesis system 8 with the text message synthetic speech after, play to the user automatically.

Search engine A (9) provides unified information search service for inner each system, core as the information retrieval of Best Tone Service business, on the enterprise number information and the basis of personal number information search of whole search engine A in the number information storehouse, in conjunction with enterprises service information, by formulating external unified query argument interface, offer the user with behind number information storehouse and consolidated storage information integrated.

Have the data interaction interface between number information storehouse 10 and the external information system 13, can in time the data variation of external information system 13 be upgraded in number information storehouse 10.For example, number information storehouse 10 can the perception business system data variation, the data that business system will change every day are delivered to the number information storehouse by application interface or text interface, the number information system will carry out data acquisition automatically, and the information data of checking numbers is made amendment, if for example variation has taken place the enterprise phone of depositing in the individual subscriber numbering directory, number information storehouse 10 can be upgraded the enterprise number information in the individual subscriber numbering directory automatically after receiving the notice of business system.

5. data analysis

Data analysis is that system of the present invention realizes calling out the function that detailed data is integrated, analyzed, and its basic function is as follows:

A) multimedia call center 4, manual service seat 5, automatic voice responsion system 6 and automatic speech recognition system 7 all will be recorded as the overall process daily record of user's service.Comprise calling number, call time, by the directory enquiry sign indicating number, quilt is looked into enterprise name, phone, address, affiliated classification, information presenting substance, switching content, note is content distributed and the relevant information etc. of handling the operator.

B) system will set up virtual data warehousing structure on the basis in number information storehouse, possess from above-mentioned each system to extract, change the daily record data relevant with loading.The data extract aspect can be extracted according to predefined fetch strategy.

For example: the quilt that inquires number from number information storehouse, central database, enterprises and institutions' information bank, user of incoming call information bank is looked into information such as number of times, information issue number of times, user of incoming call number of times, automatically from each syslog data, select relevant information, merge the data source of back as data analysis.

C) aspect data analysis, will use the cube framework of OLAP, OLAP (On-Line Analytical Processing) is on-line analytical processing.

OLAP be make analyst, administrative staff or operational staff can from multi-angle to information carry out fast, consistent, alternatively access, thereby obtain a class software engineering of more understanding in depth to data.The target of OLAP is to satisfy decision support or satisfy inquiry specific under the multidimensional environment and the form demand, " dimension " this notion that its technological core is." dimension " is the angle that people observe the objective world, is that a kind of high-level type is divided." dimension " generally comprising hierarchical relationship, and this hierarchical relationship is quite complicated sometimes.By the multinomial important attribute definition an entity is a plurality of dimensions, and the user can be compared the data on the different dimensional.Therefore OLAP also can be described as the set of multidimensional data analysis instrument.Carry out the data display of dimension, value and multi partition for the summary data after detailed data source information and the merging.For example can use the different stage in province/city, the zones of different of Subscriber Number and the difference of class of business to create dimension respectively, the data display by different dimensions embodies the zones of different user and moves towards in multiple business.

Below illustrate the notion that multidimensional data is handled:

For example, as regional service management personnel, he is concerned about is that the industry head of certain industry looks into the promoting service situation; As regional management of product personnel, what he need be concerned about is that industry head looks into the situation form of the sub-product of class business in the industry-by-industry popularization; As regional director, he need pay close attention to is that industry head looks into, information issue, voice forwarding be in the popularization situation of all kinds of industries; And as top administrative staff, what he need pay close attention to is the popularization situation of various product in all kinds of industries in each area.

Multidimensional analysis is meant moves by various analyses to the data of organizing with the multidimensional form, and how laterally profile data makes the user can be from a plurality of angles, data the observed data storehouse, thereby deeply understands the information that is included in the data.

D) by extracting the data source after merging, can on traffic, carry out basic form and the directory enquiry infrastructure service and the forms such as information issue, short message service of telephone traffic, can also analytic statistics comprise professional access times, visit further business diagnosis results such as total duration, average access duration, maximum and the shortest visit duration.

By quilt is looked into the analysis of enterprise according to aspect daily records such as industry, classification and number value-added services, can fully understand the user uses value-added service in the operating position of miscellaneous service, every profession and trade at company information relevant in the use of each business of system, enterprise enterprise's rank etc., realize system's service data, user's history access record, carried out profound statistics and analysis by the information such as the frequency of inquiring enterprise information.

For example, according to other original log data such as date, industries, draw in conjunction with the analysis of statistics dimension:

Industry rank form:

Ranking	Industry	Time started	Concluding time	The speech polling number of times	The message search number of times
						1	Service	2005-12-01	2005-12-31	100000	1000
2	Food and drink	2005-12-01	2005-12-31	90000	600

Press industry and enterprise rank form:

Ranking	Industry	Enterprise name	Time started	Concluding time	The speech polling number of times	The message search number of times
							1	Service	Clean company everyday	2005-12-01	2005-12-31	60000	700
2	Service	Express mail service company	2005-12-01	2005-12-31	40000	300

E) finished above-mentioned data analysis after, the business development situation that can reflect certain class number information service value-added service in the period, at these forms, can make the decision-making that some business marketings, preferential strategy or new business promotes foundation to unit of operation is provided.

Below referring to accompanying drawing 13, further specify realizing the data analysis flow process.

The selection of-data

Search for all inside and outside data messages relevant, and therefrom select the data that are applicable to that data mining is used with business object.

For example: the quilt that inquires number from number information storehouse, central database, enterprises and institutions' information bank, user of incoming call information bank is looked into information such as number of times, information issue number of times, user of incoming call number of times.

The preliminary treatment of-data

Referring to accompanying drawing 13,, prepare for further analyzing for the data quality. and the type of the definite dredge operation that will carry out.

For example: analyze the information such as issue number of times that the quilt of certain number is at the appointed time looked into number of times, certain bar voice.

The conversion of-data

Data transaction is become an analytical model. this analytical model is set up at mining algorithm. and setting up a real analytical model that is fit to mining algorithm is the key of data mining success.

For example: after the data preliminary treatment, use the OLAP instrument to analyze.On-line analytical processing OLAP (On-Line Analytical Processing) is the main application of data warehouse, supports complicated analysis operation, stresses decision support, and visual and understandable Query Result is provided.

-data mining

Excavate through data converted resulting.Except improving from selecting suitable mining algorithm, all the other all work can both automatically be finished.

For example: Data Mining Tools such as OLAP will be finished analysis, inquiry and the generation form to data automatically.

-data analysis and assimilation

To explain and assessment result. the analytical method of its use generally should be made the data dredge operation and decide, and can use visualization technique usually.

The analysis results that Data Mining Tools generated such as OLAP will represent analysis result on multidimensional information such as time, place, content.For example: December in 2005, industry head looked into class service inquiry situation.Wherein the local user what, nonlocal user what etc. information.

Continuation illustrates IT application in enterprises platform 17 in the telecom integrated information application system of the present invention referring to accompanying drawing 1.Described IT application in enterprises platform 17 comprises gathers territory control device 18, the control device 19 of gathering and editing, Subscriber Management System 20.Described IT application in enterprises platform 17 is connected to network security devices 15 such as VPN by interface and authenticate device 16, and network security devices such as VPN 15 are connected to multiple information-based application system 14.Described IT application in enterprises platform 17 is also connected to search engine B 21, and search engine B 21 is connected to enterprises and institutions' information bank 22, and enterprises and institutions' information bank 22 is connected to described integrated information and merges switch 12.

At first describe VPN network safety system 15 in detail.

VPN (Virtual Private Network) net, be that Virtual Private Network is the extension of dedicated network, it is a kind of technology of utilizing common network resource to set up private network for the client, by network data is carried out package and encrypted transmission, on public network, transmit private data, reach the level of security of private network, thereby provide safer more reliable more preferential access way for the user.By the establishment of VPN net, for the enterprise customer visits the IT application in enterprises platform and each enterprise application system provides safe passage.Under the new model of ASP (application service taxi), logically enterprise customer, application provider, service provider etc. are combined on the information-based comprehensive service platform safely by the VPN Virtual Private Network, to realize value separately.

VPN can guarantee and provide data transmission channel for business data provides the service quality of different brackets.Different users and business require difference bigger to what service quality guaranteed.As the mobile office user, it is a principal element that guarantees the VPN service that connection widely and spreadability are provided; And for the special line VPN network that has numerous branches, interactively inner enterprise network is used and is then required network that good stable can be provided; Then clearer and more definite requirement has been proposed network for other application (as video etc.), as the network delay and the error rate etc.All above network applications all require network based needs that the service quality of different brackets is provided.Aspect the network optimization, another important need that makes up VPN is fully to effectively utilize limited wan resource, for significant data provides reliable bandwidth.The uncertainty of wide area network flow makes its bandwidth utilization very low, causes network congestion when the flow peak, produces network bottleneck, makes the demanding data of real-time can not get timely transmission; And when the flow low ebb, cause a large amount of network bandwidth free time.QoS can realize Bandwidth Management according to the priority assignment bandwidth resources by volume forecasting and flow control strategy, makes Various types of data reasonably successively to be sent, and the generation of pre-anti-blocking

The security technique safeguard of VPN is as follows:

VPN mainly adopts four technology to guarantee safety, and these four technology are respectively tunneling technique (Tunneling), encryption and decryption technology (Encryption; Decryption), key management technology (Key Management), user and equipment identities authentication techniques (Authentication).

-tunneling technique is the basic fundamental of VPN, is similar to point-to-point interconnection technique, and it sets up a data channel (tunnel) at public network, allows packet pass through this tunnel transmission.The tunnel is formed by tunnel protocol, is divided into second and third layer tunnel protocol.Level 2 Tunnel Protocol is earlier talk various network protocols to be encapsulated among the PPP, more whole packet is packed in the tunnel protocol.The packet that this double-deck method for packing forms transmits by second layer agreement.Level 2 Tunnel Protocol has L2F, PPTP, L2TP etc.The L2TP agreement is the standard of present IETF, is merged PPTP and L2F and is formed by IETF.

Layer 3 Tunnel protocol is that talk various network protocols is directly packed in the tunnel protocol, and the packet of formation relies on the 3rd layer protocol to transmit.Layer 3 Tunnel protocol has VTP, IPSec etc.IPSec (IP Security) is made up of one group of RFC document, has defined a system security protocol selection, security algorithm are provided, and determines service services such as the key that uses, thereby provides safety guarantee at the IP layer.

Set up the tunnel and mainly adopt dual mode: the client starts (Client-Initiated) or client transparent (Client-Transparent).Client's startup requires client and tunnel server (or gateway) that tunnel software all is installed.By client software initialization tunnel, tunnel server is ended the tunnel, and ISP can support the tunnel.Client and tunnel server only need be set up the tunnel, and use user ID and password or use the digital license authentication.In case the tunnel is set up, just can communicate, do not participate in connecting as ISP.

On the other hand, if wish that the tunnel is transparent to the client, the POPs of ISP just must have access server that allows the use tunnel and the router that may need.The client at first dials and enters server, and server must be able to be discerned this connection will set up the tunnel with a certain specific remote spots, and server and tunnel server are set up the tunnel then, use user ID and password to carry out authentication usually.Client has just been set up direct dialogue by tunnel and tunnel server like this.Although this policy does not require that the client has specific software, the client can only dial and enter the access server of correct configuration.The common network that routing capabilities is arranged

-encryption and decryption technology be in the data communication one than mature technique, VPN can directly utilize prior art.

The basic thought of data encryption is the sensitive information that the representation by information converting pretends to need protection, and makes non-grantee can not understand the content of protected information.Cryptographic algorithm is useful on the RC4 of Windows95, the DES that is used for IPSec and three DES.Though the RC4 strength ratio a little less than, it is enough that protection avoids layman's attack; DES and three DES strength ratios are higher, can be used for responsive business information.

Encryption technology can be carried out at the random layer of protocol stack; Can encrypt data or heading.Encryption standard in network layer is IPSec.The safety method that network layer encryption realizes is to carry out the end-to-end of main frame.Another selection is " tunnel mode ": only encrypt and carry out in router, and do not encrypt between the terminal and the first jumping route.This method is not too safe, because data may be intercepted during from terminal system to article one route and jeopardize data security.In the encipherment scheme of terminal-to-terminal service, the VPN safe granularity reaches the standard of personal terminal system; And " tunnel mode " scheme, the VPN safe granularity only reaches the subnet standard.

The main task of-key management technology is how to transmit key safely on the net and be not stolen at public data.Existing key management technology is divided into two kinds of SKIP and ISAKMP/OAKLEY again.SKIP mainly is a calculation rule of utilizing Diffie-Hellman, at the transmission over networks key; In ISAKMP, both sides have two keys, are respectively applied for public, private.

-identity identifying technology user's title and modes such as password or card form authentication.

Figure 14 shows a kind of process of whole digital signature.Authentication module is finished the computing of digital signature to the IP packet.

Owing to relate to numerous enterprise customers and different application providers, we will formulate the VPN Managed Solution in conjunction with the management process and the way of user, application provider in the IT application in enterprises service platform, by the definition safety policy, and safety policy distributed.

Accompanying drawing 15 shows multiple application system VPN access process.

Accompanying drawing 16 shows the data flow state, and is corresponding with the access process of accompanying drawing 15.

Below describe interface and authenticate device 16 in detail.

Interface and Verification System 16 are encrypted the single-sign-on SSO mechanism of transmission technology based on cookie information, realize uniform identity authentication and application access control of authority, for each application system existing and that be about to exploitation provides a cross-platform authentication, and based on the Web Service of unified XML data format, soap protocol, and technology such as Remote Revoke realizes the interface of commercial navigator's platform.

Interface and Verification System mainly contain following two characteristics:

A) support cross-domain authentication, Collective qualification mode;

B) authentication information transmits by the XML form of SAML agreement, and corresponding interface procedure is arranged.

Unified certification realizes by special SSO subsystem, be meant that all users only need authenticate once in ASP business platform portal website or any service or product network, be the application service of addressable place portal website and all the other services or product web. for the service supplier, with regard to Unsupervised user with write a large amount of authentications, registration code, the interface (Access Manager) that provides by the ASP business platform can be simply and the realization user's of safety unified certification.The service supplier also can authenticate original enterprise customer and bring in the unified certification simultaneously., realize " some authentication, platform is current " for the user. need not in different service uses, repeatedly to import username and password.

The SSO subsystem is realized some function of login by using service provider's token and User Token.Wherein, User Token has comprised user's detailed log-on message and the authorization message on all service providers, generates and be presented to the user by the SSO subsystem; Service provider's token has comprised user's simple login information and the authorization message on certain service provider, is generated by the SSO subsystem, and the service provider is presented to the user.

After a user successfully applies for account number, just can obtain a unique identify label, the SSO subsystem is determined user's identity by this identify label.

After the user signed in to system, the SSO subsystem generated User Token according to user profile, was used for the identity of identifying user.When certain service provider of user capture, if user's identity can not be distinguished by this service provider system, then submit authentication request to the SSO subsystem by redirecting technique, the SSO subsystem judges that the user has the validated user token, then generate service provider's token and return to the service provider system, user's legitimacy is learnt by the service provider system, and issues service provider's token to the user, thereby service can be provided for it.When the user visited this service provider once more, the service provider system by judging whether the user has service provider's token can decide the user in its sole discretion and whether use chargeable service by authority.

Service provider's token is an interim identity documents, has term of validity attribute, and above after the time of appointment, service provider's token is no longer valid.Service provider's token that this moment, the service provider system need please look for novelty to the SSO subsystem when the user visits its system next time once more.

Equally, User Token also is an interim identity documents, has term of validity attribute, and after surpassing the time of appointment, User Token is no longer valid.The SSO subsystem need be verified user's identity once more, to generate and to issue new User Token.For friendly system interface is provided, when the SSO subsystem generates new service provider's token, can prolong the term of validity of User Token simultaneously.

The account number cipher information that the user submits to must be transmitted the assurance fail safe on the SSL passage.

Realization flow figure as shown in Figure 17.

Because the technology of whole SSO system realizes based on HTTP Redirect and WebServices mode, information security guarantees that by the 3DES and the SHA-1 algorithm of international standard therefore the aspect from communications protocol and information security has guaranteed successfully to dispose and to realize interconnecting of Single Sign On in the system that the different technologies platform is realized.

When ASP need use unified certification, the single-sign-on function of business platform, need be in the client of deploy SSO system of ASP system.In order to reduce the deployment difficulty of service provider, accelerate access speed, we have designed special PSO access package helping service provider and have inserted.The PSO access package provides .NET, ASP and three versions of Java, helps the service provider on the different technologies platform can both insert business platform smoothly.The access way of the more existing ASP business platform of PSO access way, guarantee to insert that difficulty is lower, access speed on the basis, has higher flexibility faster.Application service and ASP business platform that the service provider no longer needs oneself is provided are deployed in the machine room, and can pass through the direct access platform of Internet, thereby have widened the service provider's that can insert scope greatly.

The SSO system supports roamer's unified certification, therefore can support the distributed deployment pattern of business platform and the distributed management of user identity.The user of certain commercial sub-platform can roam and sign in on the another one commercial affairs sub-platform, and uses the ASP service that is linked on this sub-platform.

Performance Evaluation about Access Layer, because when finishing unified certification, all service providers finish the unified login page that user login is redirected to business platform by HTTP Redirect, so the performance during needs assessment business platform SSO subsystem processes user logging request gets final product.Concrete measuring and calculating SSO subsystem performance can be finished by pressure test instrument (as the Application Center Test of Microsoft) the simulation concurrent user logging request of specialty.

IT application in enterprises platform 17 below is described.

In conjunction with the accompanying drawings 18, illustrate that IT application in enterprises platform 17 comprises to gather territory control device 18.

Gather territory control device 18 and be connected to the website agency who installs in the partner site, it can monitor the update content of website in real time, in case content is upgraded, then the website agent monitors is to this message, and real-time informing collection territory control device 18 carries out information gathering, thereby realize real-time information gathering, the invalid collection action of avoiding the poll way of search to be brought.

Gather the no Single Point of Faliure technology of support such as territory control device 18 adopts that Cluster cluster, redundant hardware assembly, data are duplicated, support the NAS network attached storage or the SAN storage area network of CIFS, NFS, NCP, AppleTalk, various protocols file service such as HTTP, FTP, realize the real-time collection of partner site's content.

The technical implementation way of realizing collection territory control device 18 is diversified, for example based on J2EE or .Net development technique, software architecture technology: B/S framework technology, the CGI technology, Connectivity Technical of Database: ADO, ODBC and JDBC, interface interchange technology: webservices, socket, http is redirected mode, data transmission technology: the transmission data format adopts XML encapsulation format etc.

The website is acted on behalf of monitor and is installed on the server of partner site with the form of software package, and monitors the content update of partner site in real time by the mode of shared data table (shareDataTable).When the lastest imformation that monitors tables of data, then the website agency sends lastest imformation by escape way to gathering the territory control device, after gathering the identity information of territory control device checking caller (website agency), call corresponding partner site content acquisition interface according to lastest imformation, gather territory control device 18 and receive return information, finish collecting work.

With reference to the accompanying drawings 19, below describe the control device 19 of gathering and editing in the IT application in enterprises platform 17 in detail.

The information source that aforementioned collection territory control device 18 collects is in different websites, and the information field of these websites, coded format all may be different.The control device 19 of gathering and editing parsing template corresponding by obtaining, that set in advance (is a series of instruction stream, these instruction streams have explained to comprise which field in the information, how these fields are resolved), can carry out dissection process to the isomery information of these separate sources.(be a series of intelligence stream by the preservation template that sets in advance accordingly simultaneously, these instruction streams have explained which tables of data is which field should be kept in), can realize dynamic conversation strategy, thereby be information integrated greater flexibility and the intelligent processing capacity brought of multi-source isomery.

The control device 19 of gathering and editing carries out the various dimensions Classification Management with data, wherein public's customer data is liked by the client, age composition, historical telephone expenses constitute, geography information etc. are classified, and the corporate client data are classified by industry, scope of the enterprise, geographical position, critical product etc.

User to the identical information classification carries out Query Information demand statistics then, can allow system carry out different classes of user behavior analysis thus, this result finally is applied to customer demand judges in advance, facilitate and take the initiative in offering a hand thereby can carry out transaction relatively accurately.

For example: the public client A age 32, live in Beijing, the client B age 25, live in Beijing, at the client C age 35, live in Guangzhou.By age composition classification, client A and C can be divided in the classification in 30-49 year, client B is divided in the classification in 20-29 year, thereby different classes of user is managed and behavioural analysis, obtain rule wherein, thereby realize active marketing and service.In like manner, also can classify, analyze rule wherein user's place of abode.By the classification of different dimensions, obtain different class of subscribers, by management and analysis, obtain the result of a plurality of dimensions, to support corresponding marketing strategy and service strategy.

The technical implementation way of control device 19 of gathering and editing has, development technique: based on J2EE or .Net development technique, software architecture technology: B/S framework technology, the CGI technology, Connectivity Technical of Database: ADO, ODBC and JDBC, interface interchange technology: web services, socket, http is redirected mode, data transmission technology: the transmission data format adopts the XML encapsulation format.

Acquisition control device 19 receives the information that collects, and the information type of extracting wherein identifies (infoTypeID), with infoTypeID is that the corresponding template of resolving retrieved in keyword from database (database), the XML that resolves in the template resolves control command, the information of gathering is resolved, form structurized information record; The corresponding template of preserving of retrieval from database according to the control command of preserving template, is kept at different field in the information record in the data designated table, thereby finishes multidimensional classification and hold function then.

Below describe the Subscriber Management System 20 in the IT application in enterprises platform 17 in detail.

The end user management model under the ASP business platform is described in user management, and the basic ideas of this model are exactly the three family models that client-user-account characterized.Be defined as follows:

The client: the client is the highest abstract entity of ASP business platform system, and all users all can be considered (comprising the potential user) client of telecommunications, is an entity of BSS layer;

The user: the user is the user of each system under the ASP business platform system, comprises the present user of registered enterprise, also will comprise the user of future development other types.The feature of this entity is to participate in each interrelated logic process of service application practically.

The account: the account is under the ASP business platform system, the payment account that is used for professional consumption that the client possessed, and payment account can be various telecommunication service class account numbers (as ADSL) or other account No.s etc., the feature of this entity is to possess ability of payment and approach:

The account relation: the user is in process of consumption, and the paying in the charging bill between each account and the account concerns.For certain user, must there be default account relation, promptly be defined in other payment plan of account level, for example a certain expense of certain professional consumption from which account is paid.

As shown in Figure 20, a kind of class figure of user management module.In the class figure shown in the accompanying drawing 20:

● user type is extendible in the system;

● Account Type is extendible in the system;

● application type is extendible in the system;

● a user can have a plurality of accounts, and account is used for doing payment, also is the basis that produces bill;

● a user can have a plurality of application numbers of the account, uses number of the account and refers to the number of the account of user in the application-specific system;

● should be that the affiliated public attribute of user type is not kept in the user data;

● should be that the affiliated public attribute of Account Type is not kept in the account data;

● should be that the affiliated public attribute of application type is not kept in the application account data;

● user gradation belongs to application level, with the application account relating.

This module will provide. the external interface form, and these interfaces comprise:

● the user uses the number of the account change

● the user uses the number of the account inquiry

● the user uses the change of number of the account attribute

● the user uses the number of the account attribute query

Same this module also needs the Service Gateway agency that the corresponding interface is provided, and uses for data sync.

Consider may with being connected of outside and heterogeneous system (for example the crm system of Shanghai telecommunications etc.), provide external reference as need to above-mentioned interface, can increase the encapsulation of WebService form in interface subsystem.

Application layer far call between Subscriber Management System 20 is used based on platform and each, database information synchronously, technology such as adapter adapter, connector connector, be each door of commercial affairs navigator platform and user management that unified, high reliability and safety are provided according to each application system of standard access platform.System realizes the user staged managing function by authority setting and Role Management, gives different administration authorities to domestic consumer with the real name user, and builds sincere appraisement system by the real name user.Set up enterprise's credit file according to the evaluation of real name public users under the B2C pattern, evaluation content comprises user's satisfaction rate, customer complaint rate and number of deals, sincere index=number of deals * (the user's satisfaction rate-customer complaint rate * 2) of enterprise; Set up enterprise's credit file according to real name enterprise customer's evaluation under the B2B pattern, evaluation content comprises positive rating and number of deals, sincere index=number of deals * (positive rating-difference is commented rate * 2) of enterprise.Realize the delivery rules of information according to above-mentioned sincere appraisement system, and, formulate interface specification and modular system and support based on above-mentioned evaluation rule.

Search engine B 21 below is described.

Search engine B can receive the keyword of user input and the retrieval classification of appointment, thereby provides more accurate search capability faster for the user.The user also can not specify the retrieval classification, and in this case, search engine is then retrieved in maximum magnitude, for the user provides more, the more weak relatively result for retrieval of specific aim.By different modes is provided, search engine can satisfy all kinds user's individual demand.

Search engine B technical implementation way is development technique: based on J2EE or .Net development technique; Software architecture technology: B/S framework technology, CGI technology; Connectivity Technical of Database: ADO, ODBC and JDBC; The interface interchange technology: web services, socket, http is redirected mode; Data transmission technology: the transmission data format adopts the XML encapsulation format.

Accompanying drawing 21 shows the search routine of search engine B.

Search engine B receives key word of the inquiry, if the user has specified query type, then receives query type; System is a keyword with the query type, retrieve data table collection (DataTableSet) from database, and system uses key word of the inquiry, and each concentrated tables of data of retrieve data table obtains Query Result successively; System gathers all Query Results, and by appointment principle of ordering (correlation, time etc.) result is sorted, and returns to caller.

Referring to accompanying drawing 27,31, below the number information storehouse 10 of explanation telecom integrated information system of the present invention, integrated information merge switch 12, enterprises and institutions' information bank 22, central database 11.

The resource of central database 11 can be merged switch 12 by integrated information by the every information products on IT application in enterprises business platform 17 and the multimedia call center business platform 4 to be shared, the information change result that 12 assurances of the switch of integrated information fusion simultaneously will obtain on IT application in enterprises business platform 17 and multimedia call center business platform 4 in real time to number information database 10 and enterprises and institutions' information bank 22, guarantees that the information material that every information products use can access dynamically renewal in time synchronously.

The customer data of integrated information fusing device (12) assurance number information database (10) and company information customer database (22) and central database (11) are synchronously in real time.

Realized the integrated information exchanges data between the above-mentioned module, shared and realize, data acquisition, arrangement, processing have been realized, between application interface and the central database and the service logic of data circulation, exchange and resource-sharing between central database and the number information database/corporate client information database.

Above-mentioned exchanges data and the shared realization of having supported aforesaid " industry head looks into ", " information issue ", " calling out switching ", " assistant communicates by letter ", " data analysis " etc.

For the exchange that realizes data with share, especially need following several respects:

With external information system 13 synchronously

All customer datas that extract external information system 13 (being the other system outside the native system) are to central database 11, and enterprises and institutions' customer data that will wherein be extracted by central database 11 merges switch 12 with in these enterprises and institutions' customer datas importing number information databases 10 and the company information customer database 22 by storing process and integrated information again.Synchronous in real time by the customer data and the central database 11 of integrated information fusion switch 12 assurance number information databases 10 and company information customer database 22 simultaneously.

The technical implementation way of above-mentioned each database is the database synchronization technology: third party's middleware simultaneous techniques, interface table mode; Development technique: based on J2EE or .Net development technique; Connectivity Technical of Database: as ADO, ODBC and JDBC.

In addition, need to make up a data synchronization engine, realize that the realization of synchronization rules and synchronization means is separated, simultaneously at data acquisition and data manipulation design common interface, and then for realizing that the pluggable data read adapter of various ways provides possibility.Data synchronization engine is by the DotNET technological development.

As shown in Figure 22, a kind of concrete schematic diagram of data synchronization engine.

In-the data synchronization engine with all data all abstract be this uniform data form of XML message, provide multiple adapter for the reception and the transmission of data sync

-message is to get access to by receiving adapter (Receive Adapter) (component software of exploitation).Different adapters provides different communication mechanisms, so message can serve, read file, reading database or other modes by web and obtains.

-message is processed in receiving pipeline (Recevie Pipeline) (component software of exploitation), receiving pipeline has comprised some assemblies, these assemblies carry out some processing, comprising: message is converted to the processing of the digital signature etc. of XML document form, acknowledge message from unprocessed form.

-message is submitted in the database storage body that is known as central database (MessageBox Database) (based on the component software of relevant database exploitation).

-service logic engine (Business Process) (component software of exploitation) is carried out business logic processing to the XML message in the central database, and result writes back central database with the form of XML document.

-message is submitted to processing in the transmission pipeline (Send Pipeline) (component software of exploitation), message is unprocessed form from the XML document form.

-by sending adapter (Send Adapter) (component software of exploitation) message is sent.

External information system 13 synchronous implementation procedures are as follows:

1, the enterprises and institutions' customer data data in the definition external information system 13 and the mapping relations (Mapping Relationship) of number information database 10 related data structures, and read and set up run mode mapping ruler storehouse example (Runtime rule baseinstance) [Boss_number_relationship_v1] by service logic engine;

2, the enterprises and institutions' customer data data in the definition external information system 13 and the mapping relations (Mapping Relationship) of company information database 22 related data structures, and read and set up run mode mapping ruler storehouse example (Runtime rule baseinstance) [Boss_enterpriseInfo_relationship_v1] by service logic engine;

3, synchronization policy is worked out to be source of winning the confidence and verification source with central database 11;

4, synchronization engine is according to the cycle fetch policy, from external information system 13 synchrodatas to central database 11 (MessageBox Database);

1) disposing the adapter that reads external information system 13 is database adapter (RSDBAdapter), and employing cycle strategy reads.

2) by receiving pipeline the enterprises and institutions' customer data in the external information system 13 is converted into the unified message (XML message) of synchronization engine and stores in the central database 11 (MessageBox Database)

5, synchronization engine is according to real-time fetch policy, from central database 11 synchrodatas to number information database 10 and company information database 22;

1) the data triggering synchronous task that changes

2) system sets up the running environment of this synchronous task

3) system states and starts the affairs of this synchronous task, locking (lock) simultaneously is the side's of relating to related data (central database 11, number information database 10, company information database 22) synchronously, and central database 11 is carried out data snapshot retain (Data Snap)

4) from Business Rule Engine (Business Process), central database 11 store data (XMLmessage) are carried out data conversion and handle, distribute transmission adapter (Send Adapter) by transmission pipeline (Send Pipeline) and wait the synchronous of the information database 10 of checking numbers according to mapping example [Boss_number_relationship_v1]

5) from Business Rule Engine (Business Process) according to mapping example Boss_enterpriseInfo_relationship_v1] central database 11 store data (XMLmessage) carried out data conversion handle, by send pipeline (Send Pipeline) distribute send adapter (Send Adapter) wait to company information database 22 synchronously

6) Business Rule Engine (Business Process) is checked the waiting state of transmitting terminal (Send Port), sends synchronic command after errorless

7) send adapter (Send Adapter), all be to adopt relevant database adapter (RSDB Adapter) target database number information storehouse 10 and company information database 22 write at number information database 10 and company information database 22 this moment.

8) transmitting terminal (Send Port) sends successfully sign to Business Rule Engine (Business Process), and whole synchronized transaction is submitted to, the synchronized transaction success.

9) the synchrodata side of relating to (central database 11, number information database 10, company information database 22) related data release (unlock) is discharged the resource that the related synchronization task is used simultaneously, integral body is finished synchronously.

Business Information is safeguarded

Data attendant collects section enterprises and institutions customer data additional information (such as managing classification, managing description, riding route, inertia appellation address etc.), be input to central database 11 by the data maintenance interface, and merge switch 12 with these data importing number information databases 10 by storing process and integrated information.

The technical implementation way that Business Information is safeguarded: development technique: based on J2EE or .Net development technique; Software architecture technology: B/S; The framework technology, the CGI technology; Connectivity Technical of Database: ADO, ODBC and JDBC; The interface interchange technology: web services, socket, http is redirected mode; Data transmission technology: the transmission data format adopts the XML encapsulation format.

Referring to accompanying drawing 23, show the flow chart that Business Information is safeguarded:

1) the data attendant collects the customer data additional information by various means

2) the data attendant logs on the data maintenance interface, and each company information that produces effects is carried out typing or renewal, and information directly is stored to central database 11, and company information obtains direct effective collection.

3) by specific conversion equipment central database is transformed this uniform data form of XML message and is directed into number information database 10

Service handling

IT application in enterprises business platform service order form is gathered enterprise customer's additional information (such as managing classification, riding route, inertia appellation etc.), accept the interface by the IT application in enterprises business platform data is input in enterprises and institutions' information bank 22, central database 11 storing process are directed into number information database 10 by integrated information fusion switch 12 with the result to the information of these collections.

The technical implementation way of service handling is development technique: based on J2EE or .Net development technique; Software architecture technology: B/S framework technology, CGI technology; Connectivity Technical of Database: ADO, ODBC and JDBC; The interface interchange technology: web services, socket, http is redirected mode; Data transmission technology: the transmission data format adopts the XML encapsulation format.

Accompanying drawing 24 has shown the flow chart of service handling.

1) the service handling personnel log on the service handling platform, and each company information that produces effects is carried out typing or renewal, and information stores is to enterprises and institutions' information bank 22, the collection that company information obtains producing effects by service system.

2) by specific conversion equipment the corporate client information database is transformed this uniform data form of XMLmessage and imports to central database 11.

3) central database 11 storing process are directed into number information database 10 by integrated information fusion switch 12 with the result to the information of these collections.

The Internet PORTAL gathers

(PORTAL is a door to the Internet PORTAL of enterprise customer in the IT application in enterprises business platform by the sub-platform of IT application in enterprises business.Be the people, information, the condensate of using, being the embodiment of integrated information) typing additional information (such as managing classification, managing description, riding route, inertia appellation address etc.) is to the corporate client information database, and the central database storing process is directed into number information database by integrated information fusion switch with the result to the information of these collections.

The technical implementation way that the Internet PORTAL gathers is development technique: based on J2EE or .Net development technique; Software architecture technology: B/S framework technology, CGI technology; Connectivity Technical of Database: ADO, ODBC and JDBC; The interface interchange technology: web services, socket, http is redirected mode; Data transmission technology: the transmission data format adopts the XML encapsulation format.

Accompanying drawing 25 has shown the flow chart that the Internet PORTAL gathers.

1) by making up IT application in enterprises door sub-platform, to unify user's login of different identity.

2) each enterprise customer lands by the IT application in enterprises door, typing or renewal company information, and information stores is to enterprises and institutions' information bank 22, and company information obtains preliminary collection by the Internet.

3) data acquisition person lands gate system, and the information of each enterprise is effectively examined, and data are effectively screened and filtered.

4) by specific conversion equipment the corporate client information database is transformed this uniform data form of XMLmessage and imports to central database 11.

5) central database 11 storing process are directed into number information database 10 by integrated information fusion switch 12 with the result to the information of these collections.

Corporate client information issue Resource Exchange

IT application in enterprises business platform information issue class service (such as the announcement board service) dynamic collection enterprise customer institute information releasing resource is (such as the moving service of moving service company, the sales promotion in market gives a discount, the motion picture projection information of cinema etc.), and information is recorded to the corporate client information database, the central database storing process is put in order to process and merge switch by integrated information to these information releasing and in real time the information issue result of variations that obtains is directed into the number information database, and end user (bus/merchant's visitor/public affairs visitor) can obtain the information issue data of corporate client (such as the sales promotion discounting in market in real time by the service that the multimedia call center business platform provides from the number information database, the motion picture projection information of cinema etc.).

The technical implementation way of corporate client information issue Resource Exchange is: development technique: based on J2EE or .Net development technique; Software architecture technology: B/S framework technology, CGI technology; Connectivity Technical of Database: ADO, ODBC and JDBC; Interface interchange technology: webservices, socket, http is redirected mode; Data transmission technology: the transmission data format adopts the XML encapsulation format.

Referring to accompanying drawing 26, show the flow chart of corporate client information issue Resource Exchange.

1. enterprise's distribution platform adopts multiple framework, meets the standard criterion of the isomery door of J2EE and .Net;

2. release news and store the company information database into, by Web services and http mode, the transmission data format adopts the XML encapsulation;

3. to the data in enterprises and institutions' database 22 pines coupling, non-ly carry out processing and sorting in batches timely, deposit central database 11 in;

4. the data of 12 pairs of multi-sources of integrated information fusion exchange are extracted from central database 11, and classification deposits number information storehouse 10 in;

5. end user (bus/merchant's visitor/public affairs visitor) can obtain the information issue data of corporate client in real time by the service that the multimedia call center business platform provides from the number information database;

Figure 27 has shown a kind of implementation of the flow process shown in the accompanying drawing 26.

Corporate client daily record data mining analysis

End user (bus/merchant's visitor/public affairs visitor) is carried out mining analysis (such as the user capture record of the new release product of enterprise of IT application in enterprises application-online shopping mall) in user capture and consumption daily record that the IT application in enterprises business platform is recorded in the corporate client information database, by the central database storing process these information are merged switch by integrated information the result is directed into the number information database, for every service of goods (as the outgoing call marketing service at enterprise call center) of multimedia call center business platform provides data to support and potential marketing objectives customer group.

The technical implementation way of corporate client daily record data mining analysis is development technique: based on J2EE or .Net development technique; Software architecture technology: B/S framework technology, CGI technology; Connectivity Technical of Database: ADO, ODBC and JDBC; Interface interchange technology: webservices, socket, http is redirected mode; Data transmission technology: the transmission data format adopts the XML encapsulation format.

Referring to accompanying drawing 28, show the flow process of corporate client daily record data mining analysis.

1) specified data is extracted standard, and for example, industry is a beauty industry, and the of that month access times of client are greater than 30 times, the time period be in September, 2005 to October, the data that extract should satisfy above condition simultaneously.

2) connect enterprises and institutions' information bank 22 by ADO, JDBC or ODBC;

3) call storing process, Information Monitoring;

4) information gathering success is packaged into the XML form with the information that is collected;

5) send the message trigger integrated information and merge switch 12, connect the number information database by ADO, JDBC or ODBC; Import number information database 11, integrated information merges switch 12 can be developed with .Net.

Customer phone daily record data mining analysis

End user (bus/merchant's visitor/public affairs visitor) is carried out mining analysis (head looks into enterprise's customizing messages resource user speech polling record in the service such as voice class inquiry application-industry) in user capture and consumption daily record that the multimedia call center business platform is recorded in the number information database, by the central database storing process these information are merged switch by integrated information the result is directed into the corporate client information database, for the every product on the IT application in enterprises business platform (decides new product development to user capture in these daily records and consumption feature analysis such as business decision supporting system, strategy is promoted in the marketing of product) wait the data support is provided.

The technical implementation way of customer phone daily record data mining analysis: development technique: based on J2EE or .Net development technique; Software architecture technology: B/S framework technology, CGI technology; Connectivity Technical of Database: ADO, ODBC and JDBC; Interface interchange technology: webservices, socket, http is redirected mode; Data transmission technology: the transmission data format adopts the XML encapsulation format.

Referring to accompanying drawing 29, shown the flow process of customer phone daily record data mining analysis.

1) specified data is excavated standard;

2) connect number information bank 10 by ADO, JDBC or ODBC;

3) call storing process, mined information;

4) information excavating success is packaged into the XML form with the information of being excavated;

5) send message and merge switch 12 to triggering integrated information;

6) connect corporate client information bank 22 by ADO, JDBC or ODBC;

7) information is imported number information database 10, integrated information merges switch 12 can be developed with .Net.

The self-service maintenance of third party's information resources data

Third party's trade information resource converges to corporate client information database (such as the application-network talents market of IT application in enterprises business platform) by the various self-service application service interface that the IT application in enterprises business platform provides with information resources, by the central database storing process these information are carried out merging switch by integrated information after the processing and sorting result is directed into the number information database, for every service of goods of multimedia call center business platform provides data query.

The technical implementation way of the self-service maintenance of third party's information resources data: development technique: based on J2EE or .Net development technique; Software architecture technology: B/S framework technology, CGI technology;

Connectivity Technical of Database: ADO, ODBC and JDBC; Interface interchange technology: webservices, socket, http is redirected mode; Data transmission technology: the transmission data format adopts the XML encapsulation format.

Referring to accompanying drawing 30, show the flow process of the self-service maintenance of third party's information resources data.

1) by self-service application service interface typing valid data

2) connect enterprises and institutions' information bank by ADO, JDBC or ODBC;

3) call storing process information is imported enterprises and institutions' information bank;

4) trigger message arrangement process

5) connect enterprises and institutions' information bank by ADO, JDBC or ODBC;

6) call central database storing process, organize your messages;

7) information after will putting in order is packaged into the XML form;

8) send the message trigger integrated information and merge switch, connect the number information database by ADO, JDBC or ODBC;

9) with the data importing number information database of XML form;

The resource of central database 11 can be merged switch 12 by integrated information by the every information products on IT application in enterprises business platform 17 and the multimedia call center business platform 4 to be shared, the information change result that 12 assurances of the switch of integrated information fusion simultaneously will obtain on IT application in enterprises business platform 17 and multimedia call center business platform 4 in real time to number information database 10 and enterprises and institutions' information bank 22, guarantees that the information material that every information products use can access dynamically renewal in time synchronously.

The technical implementation way of resource-sharing: database synchronization technology: third party's middleware simultaneous techniques, interface table mode; Development technique: based on J2EE or .Net development technique; Connectivity Technical of Database: as ADO, ODBC and JDBC.

Referring to accompanying drawing 31, show the flow graph of the resource-sharing of system of the present invention.

As conclusion, should notice that those skilled in the art will be apparent to make many variations and modification to preferred embodiment, and not break away from principle of the present invention in fact describing in detail.In addition, this variation and modification are wanted to be comprised within the described scope of the present invention of appended claims.In addition, in following claims, the equivalent of structure, material, behavior and all devices or step add functional element and want to comprise any structure, material or the behavior that is used to carry out its function of quoting as proof.

Though be shown specifically and described the various embodiment that combine instruction of the present invention here, those skilled in the art is easy to design many other and still combines the various embodiment of these instructions.

Claims (61)

1. a searching method that is applied on the telecom integrated information application system is characterized in that, described system comprises:

Multimedia call center (4), multimedia call center (4) comprises speech synthesis system (8), wherein user terminal (1) is linked into multimedia call center (4);

Manual agent system (5) is connected with described multimedia call center (4), manual agent system (5) can with user terminal (1) interaction;

Search engine A (9), it is connected with described multimedia call center (4); Number information storehouse (10), it links to each other with search engine A (9), and number information storehouse (10) are that index comes the relevant data of number storing with the number;

Company information storehouse (22), the relevant information of described company information storehouse (22) storage enterprises and institutions;

Integrated information merges switch (12), and number information storehouse (10) and company information storehouse (22) are coupled together;

Central database (11) is used for the data message that share in number storing information bank and company information storehouse, and central database (11) merges switch (12) with integrated information and is connected;

IT application in enterprises platform (17), wherein said IT application in enterprises platform (17) comprises gathers territory control device (18), the control device of gathering and editing (19), Subscriber Management System (20), and wherein said IT application in enterprises platform (17) is connected to multiple information-based application system (14) by interface and authenticate device (16), VPN network security device (15);

Search engine B (21) is connected to described IT application in enterprises platform (17), thinks that the query requests of enterprise provides search, and search engine B (21) is also connected to described company information storehouse (22);

Described method comprises step:

User terminal (1) inserts multimedia call center (4) and proposes query requests;

The query requests of search engine A (9) search subscriber in number information storehouse (10), and search engine A (9) also merges the query requests of switch (12) search subscriber from company information storehouse (22), central database (11) by integrated information, retrieve the telephone number corresponding data with the enterprise customer information relevant with telephone number and carry out integration processing, described then result for retrieval sends back to user terminal (1) through multimedia call center (4).

2. according to the method for claim 1, it is characterized in that, described method also comprises step: described user's query requests phone is inserted multimedia call center (4) to manual agent system (5), and manual agent system (5) message format according to the rules is query requests inputted search engine A.

3. according to the method for claim 1, it is characterized in that, described method also comprises step: described user's query requests is sent to multimedia call center (4) with message format, multimedia call center (4) is according to the content of the format analysis user's of appointment message, and described query requests inputted search engine A.

4. according to the method for claim 1, it is characterized in that described user's query requests one of comprises by the title of inquiring enterprise, classification, feature at least.

5. according to the method for claim 1, it is characterized in that, the result for retrieval of described search engine A comprise at least enterprise address, title, traffic route, service range, branch, network address, Email, enterprises registration business information one of at least.

6. according to the method for claim 1, it is characterized in that, described method also comprises step: search engine A sends to result for retrieval the speech synthesis system (8) of multimedia call center (4), speech synthesis system (8) converts result for retrieval to speech data from text message, sends user terminal (1) then to.

7. according to the method for claim 1, it is characterized in that described method also comprises step: wherein multimedia call center (4) is issued user terminal (1) to result for retrieval with message format.

8. according to the method for claim 1, it is characterized in that described method also comprises step: wherein multimedia call center (4) is issued user terminal (1) to result for retrieval with stream media format.

9. according to the method for claim 1, it is characterized in that described method also comprises step:

Search engine A (9) discerns the calling number of the user terminal (1) that inserts, to confirm the area information of this user terminal region after the query requests of receiving user terminal (1);

Search engine A (9) sorts to a plurality of enterprises in the result for retrieval according to the geographical position of the area information of user terminal region and a plurality of enterprises of retrieving.

10. according to the method for claim 1, it is characterized in that the company information in number information storehouse (10) and/or company information storehouse (22) is all deposited the precedence level code of this enterprise in advance.

11. the method according to claim 10 is characterized in that, search engine A is according to precedence level code, geographical position, creditworthiness, the service ability of enterprise, sort according to predetermined algorithm.

12. the method according to claim 1 is characterized in that, multimedia call center (4), manual agent system (5) all are recorded as the overall process daily record of user's service.

13. method according to claim 12, it is characterized in that, described daily record data comprises calling number, call time at least, by the directory enquiry sign indicating number, quilt is looked into enterprise name, phone, address, affiliated classification, information presenting substance, switching content, note is content distributed and handle one of relevant information of operator.

14. the method according to claim 12 is characterized in that, uses the cube framework of OLAP that daily record data is handled.

15. method according to claim 12, it is characterized in that, also to being analyzed based on industry, classification and number value-added service by being looked into enterprise, to system's service data, user's history access record, carried out statistics and analysis by the frequency information of inquiring enterprise information.

16. a call transferring method that is applied on the telecom integrated information application system is characterized in that, described system comprises:

Multimedia call center (4), multimedia call center (4) comprise voice response system (6), speech recognition system (7), and wherein user terminal (1) is linked into multimedia call center (4);

Manual agent system (5) is connected with described multimedia call center (4), manual agent system (5) can with user terminal (1) interaction;

Search engine A (9), it is connected with described multimedia call center (4);

Number information storehouse (10), it links to each other with search engine A (9), and number information storehouse (10) are that index comes the relevant data of number storing with the number;

Company information storehouse (22), the relevant information of its storage enterprises and institutions;

Integrated information merges switch (12), and number information storehouse (10) and company information storehouse (22) are coupled together;

Central database (11) is used for the data message that share in number storing information bank and company information storehouse, and central database (11) merges switch (12) with integrated information and is connected;

IT application in enterprises platform (17), wherein said IT application in enterprises platform (17) comprises gathers territory control device (18), the control device of gathering and editing (19), Subscriber Management System (20), and wherein said IT application in enterprises platform (17) is connected to multiple information-based application system (14) by interface and authenticate device (16), VPN network security device (15);

Search engine B (21) is connected to described IT application in enterprises platform (17), thinks that the query requests of enterprise provides search, and search engine B (21) is also connected to described company information storehouse (22);

Described method comprises step:

User terminal (1) inserts multimedia call center (4) and proposes query requests;

The query requests of search engine A (9) search subscriber in number information storehouse (10), retrieve the telephone number corresponding data with the enterprise customer information relevant with telephone number and carry out integration processing, described then result for retrieval sends back to user terminal (1) through multimedia call center (4);

When the company information in the result for retrieval comprised the indication that allows switching, whether voice response system (6) reminding subscriber terminal (1) needed direct switched service;

User terminal (1) is by button or directly say enterprise name or the title that needs switching by speech recognition system (7), thereby selects the number switching;

Determine that the user has selected after the number switching, voice response system (6) is called out by multimedia call center (4) and is looked into the user, is coupled together thereby user terminal (1) looks into the user with quilt, realizes dial call pick-up.

17. a communication assistant method that is applied on the telecom integrated information application system is characterized in that described system comprises:

Multimedia call center (4), multimedia call center (4) comprises voice response system (6), wherein user terminal (1) is linked into multimedia call center (4);

Manual agent system (5) is connected with described multimedia call center (4), manual agent system (5) can with user terminal (1) interaction;

Company information storehouse (22), the relevant information of its storage enterprises and institutions;

Integrated information merges switch (12), and number information storehouse (10) and company information storehouse (22) are coupled together;

Central database (11) is used for the data message that share in number storing information bank and company information storehouse, and central database (11) merges switch (12) with integrated information and is connected;

IT application in enterprises platform (17), wherein said IT application in enterprises platform (17) comprises gathers territory control device (18), the control device of gathering and editing (19), Subscriber Management System (20), and wherein said IT application in enterprises platform (17) is connected to multiple information-based application system (14) by interface and authenticate device (16), VPN network security device (15);

Search engine B (21) is connected to described IT application in enterprises platform (17), thinks that the query requests of enterprise provides search, and search engine B (21) is also connected to described company information storehouse (22);

Described method comprises step:

User terminal (1) is linked into multimedia call center (4), and multimedia call center (4) extracts termination number information, turn-on time and the relevant routing iinformation critical data of user terminal (1);

Multimedia call center (4) is that user terminal (1) is created Personal Address Book; And

Multimedia call center (4) receives the data maintenance request of individual subscriber numbering directory, distributes the related data storage resources in the number information storehouse, with the data corresponding stored of being extracted.

18. the method according to claim 17 is characterized in that, described method also comprises:

Create after the Personal Address Book, user terminal (1) can insert multimedia call center (4), and via voice response system (6), the visit Personal Address Book comprises inquiry, increase, the operation of deletion Personal Address Book.

19. the method according to claim 17 is characterized in that, described method also comprises:

User terminal (1) can also insert multimedia call center (4), directly the number in the Personal Address Book is made a call by button via voice response system (6).

20. a communication assistant method that is applied on the telecom integrated information application system is characterized in that described system comprises:

Multimedia call center (4), multimedia call center (4) comprises voice response system (6), wherein user terminal (1) is linked into multimedia call center (4);

Manual agent system (5) is connected with described multimedia call center (4), manual agent system (5) can with user terminal (1) interaction;

Company information storehouse (22), the relevant information of its storage enterprises and institutions;

Integrated information merges switch (12), and number information storehouse (10) and company information storehouse (22) are coupled together;

Central database (11) is used for the data message that share in number storing information bank and company information storehouse, and central database (11) merges switch (12) with integrated information and is connected;

IT application in enterprises platform (17), wherein said IT application in enterprises platform (17) comprises gathers territory control device (18), the control device of gathering and editing (19), Subscriber Management System (20), and wherein said IT application in enterprises platform (17) is connected to multiple information-based application system (14) by interface and authenticate device (16), VPN network security device (15);

Search engine B (21) is connected to described IT application in enterprises platform (17), thinks that the query requests of enterprise provides search, and search engine B (21) is also connected to described company information storehouse (22);

Described method comprises step:

User terminal (1) inserts manual agent system (5), by mutual with manual operator, and the request registration enterprise virtual central office;

The operator is the essential information of recording user, and distributes to unique corporate identify of user number, sets virtual central office manual service or virtual central office automation services.

21. the method according to claim 20 is characterized in that, described method also comprises step: after enterprise staff inserted described telecom integrated information application system, direct calling company personnel name promptly was transferred to this employee and leaves number in the system in.

22. a telecom integrated information application system is characterized in that, described system comprises:

Multimedia call center (4), wherein said multimedia call center (4) also further comprise voice response system (6), speech recognition system (7), speech synthesis system (8), and wherein user terminal (1) is linked into multimedia call center (4);

Manual agent system (5) is connected with described multimedia call center (4), manual agent system (5) can with user terminal (1) interaction;

Search engine A (9), it is connected with described multimedia call center (4), and search engine A (9) can provide search for the query requests of user terminal (1);

Number information storehouse (10), it links to each other with search engine A (9), and number information storehouse (10) are that index comes the relevant data of number storing with the number;

Company information storehouse (22), the relevant information of its storage enterprises and institutions;

Central database (11) is used for the data message that share number storing information bank (10) and company information storehouse (22);

Integrated information merges switch (12), number information storehouse (10) and company information storehouse (22), central database (11) are coupled together, and wherein integrated information merges the service logic of data circulation, exchange and resource-sharing between switch (12) processing center database (11) and number information storehouse (the 10)/company information storehouse (22);

IT application in enterprises platform (17), wherein said IT application in enterprises platform (17) also comprises gathers territory control device (18), the control device of gathering and editing (19), Subscriber Management System (20), and wherein said IT application in enterprises platform (17) is connected to multiple information-based application system (14) by interface and authenticate device (16), VPN network security device (15);

Search engine B (21) is connected to described IT application in enterprises platform (17), thinks that the query requests of enterprise provides search, and described search engine B (21) is connected with described company information storehouse (22);

Wherein search engine A (9) is in number information storehouse (10) and the query requests that merges switch (12) search subscriber from company information storehouse (22), central database (11) by integrated information, retrieve the telephone number corresponding data with the enterprise customer information relevant with telephone number and carry out integration processing, described then result for retrieval sends back to user terminal (1) through multimedia call center (4).

23. telecom integrated information application system according to claim 22, it is characterized in that, described user's query requests is that phone inserts multimedia call center (4) to manual agent system (5), and manual agent system (5) message format according to the rules is query requests inputted search engine A (9).

24. telecom integrated information application system according to claim 22, it is characterized in that, described user's query requests sends to multimedia call center (4) with message format, multimedia call center (4) is according to the content of the format analysis user's of appointment message, and described query requests inputted search engine A (9).

25. the telecom integrated information application system according to claim 22 is characterized in that, described user's query requests one of comprises by the title of inquiring enterprise, classification, feature at least.

26. telecom integrated information application system according to claim 22, it is characterized in that the business information that the result for retrieval of described search engine A (9) comprises the address of enterprise, title, traffic route, service range, branch, network address, Email, enterprises registration at least one of at least.

27. telecom integrated information application system according to claim 22, it is characterized in that, search engine A (9) sends to the speech synthesis system (8) of multimedia call center (4) to result for retrieval, and speech synthesis system (8) converts result for retrieval to speech data, sends user terminal then to.

28. the telecom integrated information application system according to claim 22 is characterized in that, multimedia call center (4) is issued user terminal (1) to result for retrieval with message format.

29. the telecom integrated information application system according to claim 22 is characterized in that, multimedia call center (4) is issued user terminal (1) to result for retrieval with stream media format.

30. telecom integrated information application system according to claim 22, it is characterized in that, search engine A (9) discerns the calling number of the user terminal (1) that inserts, to confirm the area information of this user terminal region after the query requests of receiving user terminal (1).

31. the telecom integrated information application system according to claim 30 is characterized in that, according to the geographical position of the area information of user terminal region and a plurality of enterprises of retrieving, search engine A (9) sorts to a plurality of enterprises in the result for retrieval.

32. the telecom integrated information application system according to claim 22 is characterized in that, the company information in number information storehouse (10) and/or company information storehouse (22) is all deposited the precedence level code of this enterprise in advance.

33. telecom integrated information application system according to claim 32, it is characterized in that, the coded system of described precedence level code is 6, wherein front two be the grouping rank position of this enterprise under many groups situation, middle two for this enterprise in the actual row name position of this group, last two be enterprise's sum of this group.

34. telecom integrated information application system according to claim 32, it is characterized in that, the priority scroll procedure of rear end will be provided in number information storehouse and/or the company information storehouse, carry out the periodicity automatic rolling according to the strategy of setting for relevant enterprise in each grouping and upgrade coding.

35. the telecom integrated information application system according to claim 32 is characterized in that, search engine A (9) is according to precedence level code, geographical position, creditworthiness, the service ability of enterprise, sort according to predetermined algorithm.

36. telecom integrated information application system according to claim 35, it is characterized in that the algorithm that search engine A (9) uses comprises: in contract ratio search dynamic order apportion design, in industry customer's data sum ratio search dynamic order apportion design, by the signed client circulate average search dynamic order apportion design, by signed client's contract fixedly the sorted search apportion design, by caller attributes combine with the contract client properties in News Search apportion design, the client's credit index weighting News Search apportion design one of at least.

37. the telecom integrated information application system according to claim 22 is characterized in that, described system further carries out following operation:

When the company information in the result for retrieval comprised the indication of automatic switching, whether voice response system (6) reminding subscriber terminal (1) needed automatic switching;

User terminal (1) is by button or directly say enterprise name or the title that needs switching by speech recognition system (7), thereby selects switching automatically; Determine that the user has selected after the automatic switching, voice response system (6) is called out by multimedia call center (4) and is looked into the user, is coupled together thereby user terminal (1) looks into the user with quilt, realizes switching automatically;

If subscriber engaged or long time no answer turn back to voice response system (6), continue to provide service according to operation flow by voice response system (6) again to the user, perhaps send a message to user terminal (1).

38. the telecom integrated information application system according to claim 22 is characterized in that, described system also carries out following operation:

Behind user terminal (1) incoming communication network (2), the network access device (3), be routed to multimedia call center (4), multimedia call center (4) extracts termination number information, turn-on time and the relevant routing iinformation critical data of user terminal (1);

Multimedia call center (4) is that user terminal (1) is created Personal Address Book, receives the data maintenance request of individual subscriber numbering directory, distributes the related data storage resources in the number information storehouse, with the data corresponding stored of being extracted.

39. the telecom integrated information application system according to claim 38 is characterized in that, described system also carries out following operation:

User terminal (1) can insert multimedia call center (4), to Personal Address Book increase, deletion action.

40. the telecom integrated information application system according to claim 38 is characterized in that, described system also carries out following operation:

User terminal (1) can also insert multimedia call center (4), and the phone of directly checking numbers in the book by button via voice response system (6) makes a call.

41. the telecom integrated information application system according to claim 22 is characterized in that, described system also carries out following operation:

The enterprise customer inserts manual agent system (5), by mutual with manual operator, and the request registration enterprise virtual central office;

The essential information of operator's recording user, and distribute to unique logo of user number, set virtual central office manual service or virtual central office automation services;

42. the telecom integrated information application system according to claim 41 is characterized in that, after enterprise staff inserted described telecom integrated information application system, direct calling company personnel name promptly was transferred to this employee and leaves number in the system in.

43. the telecom integrated information application system according to claim 22 is characterized in that, multimedia call center (4), manual agent system (5), voice response system (6) and speech recognition system (7) all are recorded as the overall process daily record of user's service.

44. telecom integrated information application system according to claim 43, it is characterized in that, described daily record data comprises calling number, call time at least, by the directory enquiry sign indicating number, quilt is looked into enterprise name, phone, address, affiliated classification, information presenting substance, switching content, note is content distributed and handle one of relevant information of operator.

45. the telecom integrated information application system according to claim 43 is characterized in that, described system uses the cube framework of OLAP that daily record data is handled.

46. telecom integrated information application system according to claim 43, it is characterized in that, described system is also to being analyzed based on industry, classification and number value-added service by being looked into enterprise, to system's service data, user's history access record, carried out statistics and analysis by the frequency information of inquiring enterprise information.

47. telecom integrated information application system according to claim 22, it is characterized in that, described collection territory control device (18) is connected to the website agency who installs in the partner site, and the update content at its real-time monitoring network station is to gather in real time the related web site content.

48. telecom integrated information application system according to claim 22, it is characterized in that, the parsing template that control device (19) is corresponding by obtaining, set in advance of gathering and editing is carried out dissection process to the isomery information of gathering the separate sources that territory control device (18) obtains.

49. telecom integrated information application system according to claim 22 is characterized in that, the control device of gathering and editing (19) is realized dynamic conversation strategy by the preservation template that sets in advance accordingly.

50. telecom integrated information application system according to claim 22, it is characterized in that, described system also comprises external information system (13), it is connected to described number information storehouse (10), company information storehouse (22), central database (11) one of at least, thereby can be from external maintenance data wherein.

51. according to the described telecom integrated information application system of claim 50, it is characterized in that, all customer datas that extract external information system (13) are to central database (11), and enterprises and institutions' customer data that will wherein be extracted by central database (11) merges switch (12) with in these enterprises and institutions customer datas importing number information storehouses (10) and company information storehouse (22) by storing process and integrated information again.

52. a telecom integrated information application system is characterized in that, described system comprises:

IT application in enterprises platform (17), wherein said IT application in enterprises platform (17) comprises gathers territory control device (18), the control device of gathering and editing (19), Subscriber Management System (20), and wherein said IT application in enterprises platform (17) is connected to multiple information-based application system (14) by interface and authenticate device (16), VPN network security device (15);

Search engine B (21) is connected to described IT application in enterprises platform (17), thinks that the query requests of enterprise provides search;

Company information storehouse (22) is connected with described search engine B (21), the relevant information of described company information storehouse (22) storage enterprises and institutions;

Number information storehouse (10) wherein is that index comes the relevant data message of number storing with the number;

Integrated information merges switch (12), number information storehouse (10) and company information storehouse (22) coupled together,

Central database (11) is used for the data message that share number storing information bank (10) and company information storehouse (22), merges switch (12) with integrated information and is connected.

53. according to the described telecom integrated information application system of claim 52, it is characterized in that, described collection territory control device (18) is connected to the website agency who installs in the partner site, and the update content at its real-time monitoring network station is to gather in real time the related web site content.

54. according to the described telecom integrated information application system of claim 52, the control device (19) that it is characterized in that gathering and editing parsing template corresponding by obtaining, that set in advance is carried out dissection process to the isomery information of gathering the separate sources that territory control device (18) obtains.

55., it is characterized in that the control device of gathering and editing (19) is realized dynamic conversation strategy by the preservation template that sets in advance accordingly according to the described telecom integrated information application system of claim 52.

56., it is characterized in that described system also comprises according to the described telecom integrated information application system of claim 52:

Multimedia call center (4), wherein said multimedia call center (4) also further comprises voice response system (6), speech recognition system (7), speech synthesis system (8), and wherein user terminal (1) is connected to multimedia call center (4) by communication network (2), network access device (3);

Manual agent system (5) is connected with described multimedia call center (4), manual agent system (5) can with user terminal (1) interaction;

Search engine A (9), it is connected with described multimedia call center (4), and search engine A (9) can provide search for the query requests of user terminal (1);

Wherein number information storehouse (10) are connected with search engine A (9).

57. according to the described telecom integrated information application system of claim 52, it is characterized in that, described system also comprises an external information system (13), and it is connected to described number information storehouse (10), company information storehouse (22) and central database (11) one of at least, to upgrade data wherein.

58., it is characterized in that described system also carries out following operation according to the described telecom integrated information application system of claim 52:

Collect section enterprises and institutions customer data additional information, be input to central database (11), and merge switch (12) with these data importing number information storehouses (10) by storing process and integrated information by the data maintenance interface.

59., it is characterized in that described system also carries out following operation according to the described telecom integrated information application system of claim 52:

IT application in enterprises platform (17) service order form is gathered enterprise customer's additional information, accept the interface by IT application in enterprises platform (17) data is input in the company information storehouse (22), central database (11) storing process merges switch (12) to the information of these collections by integrated information the result is directed into number information storehouse (10).

60., it is characterized in that described system also carries out following operation according to the described telecom integrated information application system of claim 52:

Enterprise customer in the IT application in enterprises platform (17) is by the Internet PORTAL typing additional information of IT application in enterprises business platform, in company information storehouse (22), central database (11) storing process merges switch (12) to the information of these collections by integrated information the result is directed into number information storehouse (10).

61., it is characterized in that described system also carries out following operation according to the described telecom integrated information application system of claim 52:

IT application in enterprises platform (17) information issue class service dynamic collection enterprise customer institute information releasing resource, and information is recorded to company information storehouse (22), central database (11) storing process is put processing in order and is merged switch (12) by integrated information these information releasing and in real time the information issue result of variations that obtains is directed into number information storehouse (10), and the information issue data of corporate client is obtained in the service that end user's terminal (1) provides by multimedia call center (4) in real time from number information storehouse (10).

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