CN101150419B - A new generation call center system and automatic service realization method - Google Patents

A new generation call center system and automatic service realization method Download PDF

Info

Publication number
CN101150419B
CN101150419B CN 200710188138 CN200710188138A CN101150419B CN 101150419 B CN101150419 B CN 101150419B CN 200710188138 CN200710188138 CN 200710188138 CN 200710188138 A CN200710188138 A CN 200710188138A CN 101150419 B CN101150419 B CN 101150419B
Authority
CN
China
Prior art keywords
call
device
ivr
cti
interface
Prior art date
Application number
CN 200710188138
Other languages
Chinese (zh)
Other versions
CN101150419A (en
Inventor
李青
王懿
邱芸
郭凤延
Original Assignee
中国电信股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 中国电信股份有限公司 filed Critical 中国电信股份有限公司
Priority to CN 200710188138 priority Critical patent/CN101150419B/en
Publication of CN101150419A publication Critical patent/CN101150419A/en
Application granted granted Critical
Publication of CN101150419B publication Critical patent/CN101150419B/en

Links

Abstract

This invnetion discloses a new generation call center (NGCC) system including an automatic call device ADC, a computer telephone integrated device CTI, an interactive voice response system IVR, a seat agent, an applied server AS and a database DB, in which, said ACD is used in mapping call requests of different signaling protocols from wide and narrow band network to a unified call matter and reports it to CTI device by a standard and open interface protocol and finishes the control process of call voice or video multimedia channel, said CTI device is used in boosting up queue to the reportedcall access request and route control to dispatch and manage the seats and IVR unifiedly, said IVR is used in analyzing and executing the automatic service logic and providing media resource ability.

Description

一种新一代呼叫中心系统及自动业务实现方法 A NEW GENERATION call centers and automated business system implementation

技术领域 FIELD

[0001] 本发明涉及电信呼叫中心,特别是指一种新一代呼叫中心(NGCC)系统及自动业务实现方法。 [0001] The present invention relates to a telecommunications call center, and particularly to a new generation of call center (the NGCC) and automated business system implementation.

背景技术 Background technique

[0002] 呼叫中心(Call Center)是指以电话接入为主的呼叫响应中心,它为用户提供各种电话响应服务。 [0002] Call center (Call Center) mainly refers to the access to the telephone call response center that provides various services for the telephone user in response. 随着九十年代电信技术和计算机技术的迅猛发展,以计算机电话集成(CTI)技术为核心的,将计算机网络和通信网紧密结合起来的呼叫中心解决方案已逐渐取代传统的以PC板卡为核心的解决方案,成为了所谓的第三代呼叫中心。 With the nineties the rapid development of telecommunications technology and computer technology, computer telephony integration (CTI) technology as the core, will be closely integrated computer networks and communication networks call center solutions have gradually replaced the traditional PC-cards as core solutions, has become the so-called third-generation call center. 以CTI技术为核心的呼叫中心是集一个语音技术、呼叫处理、计算机网络和数据库技术于一体的系统,它具有以下特征:智能化呼叫路由使资源得以充分利用,采用智能呼叫处理(ACD)由多种条件决定路由的选择;个性化服务与最适合的人员回答问题,呼叫中心采用呼叫引导和呼叫提示功能使有特定需求的问讯者被引导到最适合应答此类需要的业务坐席;自动服务分流, 由自动语音或自动传真可使客户呼叫分流,或由不同业务代表提供不同服务的客户呼叫分流;24小时服务,通过CTI的电脑交互式语音应答服务,问询者可得到24小时服务;实时的用户资料显示,通过DNIS和ANI,呼叫中心将在建立路由的同时,启动数据库系统,将客户资料同步显示在业务代表的电脑上;实时信息管理,呼叫中心能够对呼叫及响应的数据进行实时存储、统计、输出,并且具备 CTI technology to the core of the call center is a set of voice technology, call processing, network and computer database technology in one system, which has the following characteristics: intelligent call routing so that resources can be fully utilized, intelligent call processing (ACD) by the a variety of conditions determine the route selection; personalized service and the most appropriate person to answer questions, call center uses call and call prompts guide the specific needs of those inquiries are directed to the most appropriate response needs of such business agent; Auto service diversion, by an automated voice or fax allows customers to automatically call diversion, or provide different services from different call diversion service on behalf of clients; 24-hour service, interactive voice response services through computer CTI, the Inquirer available 24 hours a day; real-time user data show that through DNIS and ANI, the call center will simultaneously establish the route, start the database system, customer information simultaneously displayed on the computer business representatives; real-time information management, call center capable of data call and response real-time storage, statistics, export, and have 生成各种报表的能力。 The ability to generate various reports.

[0003] 目前传统呼叫中心的系统结构、设备功能、接口标准等缺少统一的规范约束,而且以窄带接入居多,如图1所示,包括:自动呼叫分配(ACD,Automatic Call Distributor)设备101、CTI 设备103、交互式语音响应系统(IVR, Interactive Voice Response) 104、座席(Agent) 106、应用服务器(AS, Application Server) 107 和数据库(DB,Database) 109 等设备单元。 [0003] The present system configuration, device function, like traditional call center interface standard of the lack of uniform constraint specification, and narrowband access to the majority, as shown in FIG. 1, comprising: an automatic call distribution (ACD, Automatic Call Distributor) device 101 , the CTI device 103, the interactive voice response system (IVR, interactive voice response) 104, an agent (agent) 106, an application server (AS, application server) 107 and a database (DB, database) 109 and other equipment units.

[0004] A⑶和Agent之间采用IB+D/PC+Phone方式,网元设备之间多采用各厂商的私有接口,耦合度紧、兼容性差、业务开发灵活度低,且传统呼叫中心的ACD设备只提供窄带接入方式,不支持宽带网络接入,无法满足未来宽带多媒体呼叫中心业务发展需求,另外,传统呼叫中心自动业务的业务逻辑和业务控制都在IVR上一并完成,业务层和控制层,控制层和承载层的无法实现分离。 [0004] The Agent IB + and A⑶ between multiple manufacturers use proprietary interfaces, tight coupling, poor compatibility between the flexibility of service development low D / PC + Phone embodiment, the network element device, and the traditional call center ACD equipment provided only narrowband access, broadband Internet access is not supported, can not meet the future broadband multimedia call center business development needs, in addition, business logic and business control automatically the traditional call center operations are done together on IVR, business layer and control layer, the control layer and the bearer layer separation can not be achieved. 而且不同厂商的平台功能、设备性能、系统开放性、对业务的支持能力等差异较大,随着呼叫中心的各类业务急速发展,传统平台在业务的支持能力上存在的种种缺陷逐渐凸现出来。 And different manufacturers platform capabilities, equipment performance, open systems, such as the ability to support the business are quite different, with the rapid development of various types of call center business, the ability to support traditional business platform in the presence of various defects gradually emerged .

发明内容 SUMMARY

[0005] 有鉴于此,本发明提出了一种较为科学的新一代呼叫中心系统及自动业务实现方法,实现宽、窄带的自动语音业务。 [0005] Accordingly, the present invention provides a more scientific generation call center system and method for automatic service implementation, to achieve a wide narrowband automatic voice service.

[0006] 基于上述目的本发明提供的一种新一代呼叫中心(NGCC)系统,包括自动呼叫分配ACD设备、计算机电话集成CTI设备、交互式语音响应系统IVR、座席Agent、应用服务器AS和数据库DB;其中, [0006] Call Center is based on a next-generation (the NGCC) system, comprising the above-described object of the present invention provides an automatic call distribution ACD device, CTI Computer Telephony Integration devices, interactive voice response system, IVR, agent - Agent, the application server AS and a database DB ;among them,

[0007] 所述ACD设备,用于将来自宽、窄带网络中,不同信令协议的呼叫请求映射为统一的呼叫事件,将统一呼叫事件通过标准、开放接口协议上报给CTI设备;并在CTI设备的控制下,完成呼叫的语音或视频多媒体通道的控制处理; [0007] The ACD apparatus for wide from the narrowband network, the call request is mapped to different signaling protocols unified call event, the event will be reported to the CTI call unified standard device, the open interface protocol; and CTI under the control apparatus, the call control is completed voice or video multimedia processing channel;

[0008] 所述CTI设备,用于对上报的呼叫接入请求进行增强排队和路由控制,对座席、 IVR进行统一的调度和管理; [0008] The CTI equipment for call access requests reported enhanced control queuing and routing of the agent, IVR unified scheduling and management;

[0009] 所述IVR,用于自动业务逻辑的解析和执行,并提供媒体资源能力。 [0009] The IVR, for parsing and performing automated business logic, and to provide the media resource capabilities.

[0010] 该系统还包括:多媒体网关Multi-Media GW 102,通过G接口与外部服务器连接, 通过E接口与CTI设备连接,CTI设备通过E接口提供多媒体类型的呼叫接入及数据传递。 [0010] The system further comprising: a multimedia gateway Multi-Media GW 102, via the G interface to an external server via the CTI device E interface, CTI device access call type providing multimedia data transmitted through the E interface and.

[0011] 该系统所述CTI设备还与录音设备、外拨策略服务器0BS通过E接口连接。 [0011] The CTI system of the device further, outbound policy server connected to the recording device via 0BS E interface.

[0012] 该系统所述ACD设备还用于提供基本信令信号的播放,及DTMF收号、会议桥功能; [0012] The ACD system of the playback apparatus for providing substantially further signaling signal, and the DTMF receiver, conference bridge function;

[0013] 该系统所述ACD设备还包括:维护管理模块,作为系统管理与维护的操作接口,用于对A⑶设备中参数配置、系统监控、信令跟踪的维护管理。 [0013] The ACD system of the apparatus further comprising: a maintenance management module, a user interface system management and maintenance, for A⑶ device parameters, system monitoring, maintenance and management signaling tracing.

[0014] 该系统所述CTI设备支持根据座席状态的选择策略、根据客户信息的优先策略和根据座席技能等级的优先策略,并且能够根据技能组、呼叫排队情况、时间/日期等自动调整排队策略。 [0014] The CTI system of the support device according to a selection policy agent state, according to the first strategy and customer information according to the priority policy agent skill level, and is capable of automatic adjustment skillset, call queuing, the time / date queuing strategy .

[0015] 该系统所述CTI设备进一步通过资源标识号码将路由目标下发给下层接入设备, 资源标识号码必须与座席/IVR —一对应;CTI设备根据座席或IVR设备上报的各种事件, 完成对座席和IVR/MS资源端口进行监控、维护与分配。 [0015] The CTI system of the apparatus is further routed through a resource identification number issued to lower the target access device, the identification number of resources must agent / IVR - one correspondence; CTI device in accordance with various events reported by the agent or IVR device, completion of agents and IVR / MS port resource monitoring, maintenance and distribution.

[0016] 该系统所述CTI设备完成排队处理过程包括:A⑶设备向CTI设备发送路由请求后,在CTI设备控制下,A⑶设备发起到IVR的语音或视频媒体通道建立请求,IVR响应请求后,经ACD设备的控制,用户与IVR间建立语音或视频媒体通道;其间的多次呼叫控制变化均事件形式经过标准接口上报至CTI设备;用户与IVR间建立媒体通道后,IVR向用户终端播放视频欢迎短片等。 [0016] The CTI system of the completion of the queuing processing apparatus comprising: a request sending device after A⑶ routing device to the CTI, the CTI device under control, A⑶ IVR device to initiate voice or video media channel establishment request, IVR response to the request, ACD via the control device, established between the user and the IVR voice or video media channel; repeatedly changes between call control events are reported to the form of a standard interface via CTI device; after establishing the media channel between the user and the IVR, the user terminal playing the video IVR Welcome video clips. 用户按键选择人工服务时,IVR检测到用户按键输入,停止当前的视频播放,将呼叫控制权转移至CTI设备。 When the user selected manual service key, IVR user key input is detected, to stop the current video playback, transferring control of the call to the CTI device. 如视频座席全忙,则CTI设备经ACD设备再次将呼叫控制权交给IVR,由IVR向用户播放视频排队短片;有座席空闲后,CTI设备向SoftACD下发请求,呼叫话路转接至特定座席,ACD设备收到操作请求后,给CTI设备上报事件,由ACD 设备控制进行媒体流改向,建立用户与座席话务员的视频通道。 The video agents are busy, the CTI device via the call control device ACD IVR to again play the video clip to the user by the IVR queue; have idle seat post, to the CTI device requesting the SoftACD, call forwarding to a particular voice channel after the agent, ACD device receives the operation request, to the CTI device reporting event, a media stream redirected ACD controlled by a device, user agent to establish a video channel operator.

[0017] 该系统所述SofACD设备将来自宽、窄带网络中,不同信令协议的呼叫请求映射为统一的呼叫事件过程包括:为将接收到的不同信令协议消息映射为CSTA II的标准时间上报给CTI设备。 [0017] The system of the device from the wide SofACD narrowband network, the call request is mapped to different signaling protocols unified call event process comprising: for the received protocol message is mapped to different signaling standard time CSTA II reported to the CTI device.

[0018] 该系统所述Agent还提供统一的坐席界面、统一的搜索引擎、统一的应用程序接□。 [0018] The system of the Agent provides a unified interface agent, unified search engine, a uniform application access □.

[0019] 该系统所述AS还具备访问本地或远端DB的能力。 [0019] The system further includes the ability to access the AS local or remote DB.

[0020] 该系统所述IVR还可以采用媒体服务器MS ;所述AS还可以采用多媒体AS。 [0020] The IVR system may also employ the media server MS; The multimedia AS AS may also be employed.

[0021] 该系统所述CTI设备与座席之间采用能够完成多媒体业务功能的A接口通信。 [0021] The A-interface communication functionality to complete the multimedia service between the system and the CTI device agent.

[0022] 该系统IVR/MS与CTI设备之间进一步采用B接口通信,该B接口提供了呼叫控制、呼叫数据等所需的应用程序操作;B接口定义了9种方法函数:初始化通讯底层IvrSignln、退出通讯底层IvrSignOut、事件通知函数IvrGetEvent、给CTI设备发送呼叫请求指示消息IvrAnswer、查询呼叫数据IvrQueryCal IData、设置呼叫数据IvrSetCalIData、请求路由IvrRequestRouting、切换呼叫IvrAlternateCal 1、释放连接请求IvrClearConnection。 [0022] The system further employ between IVR / MS and the CTI interface communication apparatus B, the B interface provides call control, call data and the like required for operation of the application; B interface defines the function 9 methods: Initialize Communications bottom IvrSignln exit underlying communications IvrSignOut, the event notification function IvrGetEvent, sends a call request to the CTI device indication message IvrAnswer, inquiry call data IvrQueryCal IData, call data provided IvrSetCalIData, request routing IvrRequestRouting, handoff call IvrAlternateCal 1, the release of the connection request IvrClearConnection.

[0023] 该系统所述Agent与AS之间采用C接口通信,C接口采用浏览器和服务器模式BS 架构。 [0023] The system uses the C interface for communication between Agent and AS, C interface uses the browser and server modes BS architecture.

[0024] 该系统所述IVR与AS之间采用D接口通信,D接口采用HTTP承载VoiceXML业务文档、脚本文件、语音文件;自动业务通过在AS提供VXML脚本,IVR进行调用执行,实现自动语音业务; [0024] between the IVR system uses the interface to communicate with AS D, D interface with HTTP traffic bearer VoiceXML document, script files, voice files; automatic service provided by the AS VXML scripts, perform IVR call, automatic voice service ;

[0025] D接口中还提供对传真业务的支持能力,扩展了支持传真能力的OBJECT标签。 [0025] D interface also provides the ability to support fax service, expanding the ability of fax support OBJECT tag.

[0026] 该系统所述AS则通过F接口访问DB,F接口支持本地和远端两种数据库访问方式,屏蔽不同数据库版本的差异,屏蔽底层数据库的差异,提升安全性能。 [0026] The AS through the system interface to access F DB, F interface supports two kinds of local and remote database access methods, different database versions mask the differences, differences in shielding the underlying database, improve safety performance.

[0027] 该系统所述宽、窄带网络中,不同信令协议为SIP、ISUP。 [0027] The system of the wide, narrow-band network, different signaling protocol SIP, ISUP.

[0028] 该系统所述呼叫的语音或视频多媒体通道的控制处理包括:转接,保持、咨询、三方会议。 [0028] The system control process of the voice call or video multimedia channel comprises: transfer, hold, advising, three-party conference.

[0029] 该系统所述媒体资源能力包括:TTS、ASR、传真。 [0029] The system of the media resource capabilities include: TTS, ASR, fax.

[0030] 基于上述目的本发明还提供了一种新一代呼叫中心自动业务的实现方法,包括: [0030] Based on the above-described object of the present invention further provides a method for implementing a new generation of automatic call center operations, comprising:

[0031] A,用户发起呼叫,软交换SS发送Invite消息到A⑶设备; [0031] A, the user initiates a call, the softswitch sends an Invite message to the SS A⑶ device;

[0032] B, A⑶设备发送路由请求事件到CTI设备; [0032] B, A⑶ device transmits the route request event to the CTI device;

[0033] C,CTI设备选择路由并回送路由选择事件给A⑶设备; [0033] C, CTI routing equipment and loopback routing events to A⑶ equipment;

[0034] D,A⑶设备发送传送事件到CTI设备; [0034] D, A⑶ transmitting device transmits the event to the CTI device;

[0035] E,CTI设备发送应答请求事件到座席; [0035] E, CTI device sends an acknowledgment to the request event agent;

[0036] F,座席应答,回送应答请求给CTI设备,应答请求中携带媒体类型参数,缺省为语 [0036] F, answered by an agent, transmits a response request to CTI device, the response request carries a media type parameters, default language

曰; Said;

[0037] G,CTI设备发送应答成功事件; [0037] G, CTI device sends an acknowledgment successful event;

[0038] H,A⑶设备发送Invite消息给座席软PHONE ; [0038] H, A⑶ Invite message to the agent device sends soft PHONE;

[0039] I,座席软PHONE回送振铃消息; [0039] I, soft seats PHONE echo ringing message;

[0040] J,A⑶设备回送振铃消息给软交换; [0041 ] K,座席发送2000K消息到S0FTACD ; [0040] J, A⑶ apparatus ringing message sent back to the soft switch; [0041] K, 2000K message sent to the agent S0FTACD;

[0042] L,A⑶设备送2000K消息到软交换; [0042] L, A⑶ device 2000K message sent to the soft switch;

[0043] M,软交换回送响应消息到A⑶设备; [0043] M, the softswitch sends a response message back to A⑶ device;

[0044] N, A⑶设备回送响应消息到座席; [0044] N, A⑶ device sends a response message back to agent;

[0045] 0,用户和座席建立通话后,座席根据用户要求向应用服务器发送数据请求消息; [0045] 0, and the user agent to establish a call, the agent sends a data request message to the application server according to user requirements;

[0046] P,应用服务器回送数据请求应答消息。 [0046] P, the application server returns a data response request message.

[0047] 该方法进一步包括自动业务实现流程: [0047] The method further comprises automated business processes implemented:

[0048] 用户发起呼叫,软交换发送Invite消息到SoftA⑶; [0048] The user initiates a call, and sends an Invite message to the softswitch SoftA⑶;

[0049] SoftACD 发送路由请求事件EvtRouteRequest 到CTI ; [0049] SoftACD sends a routing request to the CTI EvtRouteRequest event;

[0050] CTI选择路由并回送路由选择消息给SoftA⑶; [0050] CTI routing message and routed to the loopback SoftA⑶;

[0051] CTI发送IvrGetEvent事件给IVR,事件中携带主叫号码、被叫号码等参数; [0051] CTI events to send IvrGetEvent IVR, event parameter carries the calling number, called number;

7[0052] SoftACD 发送Invite 消息到IVR ; 7 [0052] SoftACD sends an Invite message to the IVR;

[0053] IVR 回送180Ring 消息到SoftACD ; [0053] IVR message sent back to the SoftACD 180Ring;

[0054] SoftACD回送180Ring消息到软交换; [0054] SoftACD 180Ring loopback message to the soft switch;

[0055] IVR 回送2000K 消息到SoftACD ; [0055] IVR message sent back to the SoftACD 2000K;

[0056] SoftACD回送2000K消息到软交换; [0056] SoftACD loopback 2000K message to the soft switch;

[0057] 软交换回送ACK消息到S0FTA⑶; [0057] Softswitch ACK message sent back to S0FTA⑶;

[0058] SOFTACD 回送ACK 消息到IVR ; [0058] SOFTACD ACK message sent back to the IVR;

[0059] IVR应答,用户和IVR建立通路; [0059] IVR response, IVR, and establishing a user access;

[0060] IVR调用AS中的业务脚本; [0060] IVR service script calls the AS;

[0061] AS回送脚本调用应答; [0061] AS script calls echo response;

[0062] IVR向CTI调用用户数据,IvrQueryCallData中携带呼叫数据参数,用户和IVR进行交互; [0062] IVR calls the user data to the CTI, IvrQueryCallData carries call data parameters, and IVR user interaction;

[0063] 通话结束,释放话路。 [0063] end of the call, release the speech path.

[0064] 从上面所述可以看出,本发明提供的新一代呼叫中心系统及自动业务实现方法, 是基于软交换技术,按下一代网络的“承载与控制相分离”和“呼叫与业务相分离”的核心思想设计的,同时,在平台架构上也体现出了系统层次化、接口标准化和承载IP化。 [0064] As can be seen from the above, the new generation of call center system provided by the present invention, and automatic service realization method is based on the soft switching technology, the next generation network according to "bearer control phase separation" and "call with the business separation "of the core idea of ​​the design, while, on the platform architecture also reflects the hierarchical system, standardization of interfaces and carrying IP. 能够实现宽、窄带的自动语音业务,以及进一步的多媒体业务。 Width can be realized, automatic narrowband voice services and multimedia services further.

[0065] 自动业务实现采用了一种以VXML脚本调用方式实现业务执行的方法,通过应用服务器提供业务的标准VXML脚本,由IVR进行调用和执行。 [0065] Automatic service implementation to use a method of VXML script calls the service execution manner, the application server providing the service via standard VXML script invoked and executed by the IVR. 通过采用VXML脚本、语音文件等相关调用实现自动语音业务。 By using VXML script related calls, voice files, automatic voice service.

[0066] 另外,该体系架构是通过采用全IP网络,实现Agent软电话配置,坐席资源可以灵活调度,不受交换机线路限制和地理位置的限制。 [0066] In addition, the architecture is by all-IP network, Agent soft phone configuration, flexible scheduling agent resources can not be restricted by geographic location and line limit switches.

附图说明 BRIEF DESCRIPTION

[0067] 图1为现有呼叫中心网络系统结构示意图。 [0067] FIG. 1 is a schematic diagram of an existing network call center system architecture.

[0068] 图2为本发明实施例NGCC网络结构示意图; [0068] Figure 2 a schematic diagram of a network structure NGCC embodiment of the present invention;

[0069] 图3为本发明实施例NGCC网络层次架构示意图; [0069] Figure 3 hierarchical network architecture diagram NGCC embodiment of the present invention;

[0070] 图4为本发明实施例基于NGCC网络系统的人工业务呼叫流程示意图; [0070] Fig 4 a schematic view of an embodiment of doing business call flow NGCC based network system of the invention;

[0071] 图5为本发明实施例基于NGCC网络系统的自动业务呼叫流程示意图。 [0071] Fig 5 a schematic flowchart of an embodiment-based automatic call system service network NGCC present invention.

具体实施方式 Detailed ways

[0072] 下面参照附图对本发明进行更全面的描述,其中说明本发明的示例性实施例。 [0072] The following more fully described with reference to the accompanying drawings of the present invention, wherein the exemplary embodiments described exemplary embodiment of the present invention.

[0073] 参见图2所示,本发明实施例中新一代呼叫中心(NGCC)系统的基本网元主要包括:软件自动呼叫分配(SoftACD,SoftwareAutomatic Call Distributor)设备101、多媒体网关(Multi-MediaGW) 102、CTI 设备103、交互式语音响应系统(IVR,InteractiveVoice Response)或媒体服务器(MS,Media Server) 104、录音/外拨策略服务器(0BS,Outbound Server) 105、座席(Agent) 106、应用服务器(AS,Application Server) / 多媒体AS 107 和数据库(DB,Database) 108。 Yl network element [0073] Referring to Figure 2, an embodiment of the new generation of the call center (the NGCC) system of the present invention mainly comprises: automatic call distribution software (SoftACD, SoftwareAutomatic Call Distributor) device 101, the multimedia gateway (Multi-MediaGW) 102, CTI device 103, the interactive voice response system (IVR, InteractiveVoice response) or media server (MS, media server) 104, recording / outbound policy server (0BS, outbound server) 105, an agent (agent) 106, an application server (AS, Application Server) / multimedia AS 107 and the database (DB, database) 108. 其中,SoftACD设备101与软交换(SS)、公共交换电话网络(PSTN) 等网络连接,多媒体GW 102与internet、短信、彩信业务等外部网络连接。 Wherein, the SoftACD device 101 and soft switch (the SS), a public switched telephone network (PSTN) and other network connections, GW 102 and an external network multimedia internet, SMS, MMS and the like are connected. SoftA⑶设备101、CTI设备103及IVR/MS104是NGCC的三大核心设备,分别承担呼叫接入、呼叫分配和自动业务的控制。 SoftA⑶ apparatus 101, CTI equipment 103 and the IVR / MS104 is NGCC three core devices, each share call access, control and automatic call distribution service. 其中, among them,

[0074] SoftA⑶设备101,位于接入层,兼具宽窄带一体化接入能力,为语音、传真及视频呼叫提供统一的接入控制和媒体资源功能。 [0074] SoftA⑶ device 101, at the access layer, the integration of both broadband and narrowband access capabilities, to provide a unified voice, fax and video call access control and media resource function. SoftA⑶设备101的主要功能模块包括:接入与呼叫控制功能模块、媒体资源功能模块和维护管理功能模块。 The main functional blocks SoftA⑶ apparatus 101 comprises: an access module and call control functions, media resource function modules and maintenance management function module.

[0075] 接入与呼叫控制功能模块用于实现各种呼叫的统一接入,SoftA⑶提供开放、标准的协议接口,不仅全面支持ISUP等窄带信令,而且还应支持SIP等宽带信令协议,系统应具有灵活的组网能力。 [0075] The access module and a call control function for implementing various call the unified access, SoftA⑶ provide an open, standard protocol interface, not only fully support narrowband ISUP signaling, and also supports the broadband signaling protocols such as SIP, the system should have a flexible networking capabilities.

[0076] 该接入与呼叫控制功能模块包括:接入控制模块和呼叫控制模块两部分。 [0076] The access and call control function module comprising: access control module and the two parts of the call control module. 接入控制模块将来自宽、窄带网络中,不同信令协议,如SIP、ISUP等,的呼叫请求映射为统一的呼叫事件,屏蔽各协议处理上的差异,将统一呼叫事件通过标准、开放接口CSTA II协议上报给CTI设备103 ;并在CTI设备103的控制下,由呼叫控制模块完成呼叫的语音或视频多媒体通道的控制处理,如转接,保持、咨询、三方会议等,从而实现对异构网络的统一呼叫处理。 The call access control module from the wide, narrow-band network, different signaling protocols such as SIP, ISUP, etc., the request is mapped to a unified call event, the difference in the respective shield protocol processing, call events by the unified standard, open interfaces CSTA II protocol reported to the CTI device 103; and the CTI control device 103, the control module to complete the call by the voice call or video multimedia channel control processing, such as transfer, hold, advising, three-way conferencing, isobutyl order to achieve configuration unified call processing network.

[0077] SofA⑶设备103的接入控制模块负责将接收到的SIP或ISUP协议消息映射为CSTA II的标准时间上报给CTI设备。 [0077] SofA⑶ equipment access control module 103 is responsible for the received SIP message is mapped to the ISUP protocol or CSTA II standard time reported to the CTI device. 例如,将NGN/IP网络中的SIP协议中,呼叫建立请求INVITE消息映射为RouteRequest事件,或将PSTN/SS7网络中的ISUP协议中的1AM消息映射为事件,该RouteRequest事件消息中包含主叫号码、被叫号码、呼叫标识等参数,对CTI而言,可以屏蔽底层不同网络的协议差异。 For example, the NGN / IP network, SIP protocol, the call setup request INVITE message is mapped to RouteRequest event, or map PSTN / SS7 network 1AM ISUP protocol message for the event, the event message includes RouteRequest calling number , called number, call ID and other parameters, for the CTI, differences can mask the underlying protocol different networks. 从而将来自宽、窄带网络中,不同信令协议的呼叫请求映射为统一的呼叫事件。 So that the width from the narrowband network, the call request mapping different signaling protocols into a unified call event.

[0078] 媒体资源功能模块提供“欢迎词”、“保持音”、“等待音”等基本信令信号的播放,及DTMF收号、会议桥等功能。 [0078] Media Resource Function module provides "greeting" Play "holding tone", "waiting tone" and other basic signaling signal, and DTMF and conference bridges function.

[0079] 维护管理模块作为系统管理与维护的操作接口,主要提供对SoftA⑶设备101中的参数配置、系统监控、信令跟踪等维护管理功能。 [0079] The maintenance management module as a user interface system management and maintenance, the main apparatus 101 provides SoftA⑶ parameter configuration, system monitoring, maintenance and management signaling tracking functions.

[0080] CTI设备103,作为核心控制设备,负责对下层上报的呼叫接入请求提供增强排队和路由控制服务,对座席106、IVR 104等平台资源进行统一的调度和管理。 [0080] CTI device 103, as the core control equipment, is responsible for a call access request is lower reported to provide enhanced services to control queuing and routing of internet resource agent 106, IVR 104 and the like unified management scheduling. CTI设备103支持多种路由策略,如根据座席106状态(如空闲时间、回答时间、回答次数等)选择策略、根据客户信息(如主被叫号码、客户要求等)优先策略和根据座席106技能等级优先策略,并且能够根据技能组、呼叫排队情况、时间/日期等自动调整排队策略。 CTI device 103 supports multiple routing strategies, such as selection policy agent 106 according to the state (e.g., idle time, the time to answer, the answer times, etc.), in accordance with customer information (e.g., called number, customer requirements, etc.) according to the first strategy and skill agents 106 level priority strategy, and can automatically adjust the skill queuing policy group, call queuing, the time / date according to. CTI设备103通过资源标识号码将路由目标下发给下层接入设备,资源标识号码必须与座席106/IVR 104一一对应。 CTI device 103 through the resource identification number will be sent to the lower target access device routing, resource identification number must correspond with the agent 106 / IVR 104. CTI设备103能够根据座席106或IVR 104设备上报的各种事件,完成对座席106和IVR/MS 104资源端口进行监控、维护与分配。 CTI device 103 can seat 106 in accordance with various events reported by the device or IVR 104, and 106 to complete the agent IVR / MS 104 port resource monitoring, maintenance and distribution. CTI设备103可以实现多语言、多媒体包括短信、web、传真、视频等排队策略,完成呼叫的统一排队策略。 CTI device 103 can implement multiple languages, including multimedia messaging, web, fax, video and other queuing policies, complete unified queuing policy call.

[0081] 其中,CTI增强排队策略是相对于A⑶/SoftA⑶的排队功能而言的。 [0081] where, CTI strategy is to enhance the line relative to queuing A⑶ / SoftA⑶ the terms. SoftA⑶除提供呼叫接入与控制功能外,还提供“前进前出”方式的基本排队策略,即先到达呼叫优先报告给CTI。 SoftA⑶ In addition to providing access and call control functions, but also provides "out of the top forward" way of basic queuing policy, which is to reach the call priority report to CTI. 但呼叫请求时间到达CTI后,CTI可根据各种更复杂的排队策略(比如根据主叫优先级、根据排队等待时长、根据坐席技能组、根据呼叫业务类型等)确定哪个呼叫优先分配到坐席,或哪个呼叫应该分配到那种类型的坐席。 However, a call request time arrives CTI, CTI may be (for example according to the priority of the caller, in accordance with a long waiting time, according to the agent skill set, according to a call service type, etc.) according to various more complex queuing policy determines which priorities assigned to the call agent, or which call should be assigned to the type of seat. 因此,CTI排队功能属“增强型”。 Therefore, CTI is a queuing function "enhanced."

[0082] NGCC架构中的,CTI 103可对实时性(语音、视频、Web chat等)和非实时性呼叫 [0082] NGCC architecture, CTI 103 may be real-time (voice, video, Web chat, etc.) and non-real-time call

9(短信、Email、FAX等)进行统一排队,并根据综合排队策略决定如何分配至坐席。 9 (SMS, Email, FAX, etc.) unified queuing, and decide how to allocate seats according to the comprehensive queuing policy. 而传统CTI设备仅提供语音排队功能。 The traditional CTI device provides voice queuing function only. 例如,在处理宽带业务时,CTI设备可根据呼叫类型,将视频、多语言呼叫请求优先分配至具有相应技能组的坐席进行处理。 For example, when handling broadband services, the CTI device according to the type of call, video, multi-language call request has a corresponding priority assigned to the agent skill set is processed.

[0083] SoftA⑶向CTI发送路由请求后,在CTI控制下,SoftA⑶发起到IVR的语音或视频媒体通道建立请求,IVR响应请求后,经SoftA⑶的控制,用户与IVR间建立语音或视频媒体通道。 After [0083] SoftA⑶ sends a routing request to the CTI, in the CTI control, SoftA⑶ initiates IVR voice or video media channel establishment request, the IVR response to the request, via the control SoftA⑶, and between users and the IVR to establish a voice or video media channel. 其间的多次呼叫控制变化均事件形式经过标准接口上报至CTI。 Several times during the call control change events are reported to form through a standard interface to CTI. 用户与IVR间建立媒体通道后,IVR向用户终端播放视频欢迎短片等。 After establishing a media channel between the user and the IVR, IVR play video clips, etc. Welcome to the user terminal. 用户按键选择人工服务时,IVR检测到用户按键输入,停止当前的视频播放,将呼叫控制权转移至CTI。 When the user selected manual service key, IVR user key input is detected, to stop the current video playback, transferring the call control to the CTI. 如视频座席全忙,则CTI经SoftA⑶再次将呼叫控制权交给IVR,由IVR向用户播放视频排队短片(如广告、秀丽风景、新闻短片等)。 Video seats are all busy, the CTI by SoftA⑶ call control to the IVR again, play video clips queue (such as advertising, beautiful scenery, news clips, etc.) to the user by the IVR. 有座席空闲后,CTI向SoftA⑶下发请求,呼叫话路转接至特定座席,SoftA⑶收到操作请求后,给CTI上报事件,由SoftA⑶控制进行媒体流改向,建立用户与座席话务员的视频通道。 After the idle seat there, to the CTI SoftA⑶ retransmission request, forwarding the call to a specific agent session, the operation request is received SoftA⑶, to the CTI reporting event, a media stream by a redirect SoftA⑶ control, user agent to establish a video channel attendant .

[0084] IVR/MS 104,作为自动业务的运行环境,与CTI设备103同处于NGCC的业务支撑层,负责自动业务逻辑的解析和执行,并提供TTS、ASR、传真等媒体资源能力。 [0084] IVR / MS 104, as the operating environment of automated business, the CTI device 103 is in service with the NGCC supporting layer, responsible for parsing and execution of automated business logic, and to provide TTS, ASR, fax media resource capabilities. IVR 104支持VXML2.0+,能动态从AS 107下载自动业务脚本,并解析执行。 IVR 104 supports VXML2.0 +, can be downloaded from the AS 107 automatic dynamic service script, parsing and execution. 现有IVR只能支持语音业务自动流程,新增了视频等多媒体业务支持能力,并且支持VXML2. 0+,可以完成动态下载自动业务脚本,原有的都无法实现这些功能。 Existing IVR can only support voice service automated processes, added multimedia services such as video support capabilities, and support VXML2. 0+, can automatically download complete dynamic service script, the original can not achieve these functions. 除语音、传真外,其它如视频推送、网页推送、号百机器人(基于微软MSN开发的人机信息交互系统)等均属于宽带业务能力要求的范围。 In addition to voice, fax, other issues such as video push, push pages, a hundred robots (human-machine information exchange system developed by Microsoft's MSN-based) are all part of the range of broadband competency requirements.

[0085] 除了以上三个核心设备外,NGCC也同时赋予了其它网元设备一些新的特色。 [0085] In addition to these three core equipment, NGCC also given other network element equipment some new features. 如, Agent 106除负责人工业务的处理外,还要求其能提供统一的坐席界面、统一的搜索引擎、 统一的应用程序接口;AS 107和Multi-AS 107除提供业务逻辑外,应建立统一的数据模型,具备访问本地或远端DB的能力等,为NGCC全网互联奠定基础。 Such as, Agent 106 in addition to the processing in charge of the artificial operations, also required to be able to provide a unified agent interface, unified search engine, a uniform application program interface; AS 107, and Multi-AS 107 in addition to providing service logic, shall establish a unified data model, with the ability to access local or remote DB and so lay the foundation for NGCC whole network interconnection.

[0086] 图2所示的本发明实施例新一代呼叫中心(NGCC)纵向可分为四层,参见图3所示,NGCC体系结构自下而上依次是网络层、业务接入层、业务支撑层和业务应用层。 The present invention shown in [0086] Figure 2 generation call center (the NGCC) can be divided into four longitudinal embodiments, referring to FIG. 3, in this order from the NGCC architecture is the network layer, layer service access, service a support layer and an application layer service. 各层之间均以标准协议或统一API为接口,使得各层相对独立,实现了系统内部的松耦合,提高了平台组网方式上的灵活性。 Between the layers are in uniform or standard protocol API is an interface that is relatively independent of each layer to achieve a loose coupling within the system to improve the flexibility of the networking platform.

[0087] 网络层,涵盖了三大骨干网络:PSTN、NGN/3G、互联网,分别为固网、NGN和internet用户提供独立的接入服务 [0087] The network layer, covering three backbone networks: PSTN, NGN / 3G, Internet access services are provided independently for the fixed network, internet users and the NGN

[0088] 业务接入层,作为底层承载网访问呼叫中心的统一入口,对下提供了对多种媒体类型和不同带宽需求的接入手段,对上屏蔽了底层网络的复杂性。 [0088] The service access layer, as an underlying carrier web inlet unified access the call center, the next it provides a variety of media types, and access means of different bandwidth requirements, the complexity of the upper shield for the underlying network.

[0089] 业务支撑层,负责对路由的控制,以及人工和自动资源的调度和分配,是整个呼叫中心的核心控制层。 [0089] service supporting layer, is responsible for routing control, as well as manual and automated scheduling and allocation of resources, the control layer is the core of the entire call center.

[0090] 最上层的业务应用层,是业务逻辑的提供者,同时也向第三方内容或服务提供商(CP/SP)开放接口来不断扩充新业务。 [0090] the top of the business application layer, business logic provider, as well as open interfaces to third-party content or service providers (CP / SP) to continuously expand new business.

[0091] NGCC各设备之间的接口均满足开放性要求,其中A、D接口作为NGCC的语音平台和业务平台之间的互通桥梁,其标准化程度的提高,更加使得运营商在平台建设和业务开发上具有高度的灵活性和自主权。 [0091] The interface between the devices meet the NGCC open, wherein A, D interface as the bridge between the exchange NGCC voice platform and business platform, improve its degree of standardization, so that more operators in the construction and service platform a high degree of flexibility and autonomy development. 如图2所示,对本发明实施例新一代呼叫中心的各个接口进行说明 As shown each interface, for example, a new generation of call center 2 embodiment of the present invention will be described

[0092] A接口:A接口位于CTI设备103与座席106之间,其传输层协议采用TCP/IP以实现消息的可靠传输,由CTI设备103以动态连接库或控件方式向座席106的应用软件提供, 以便座席106系统调用或集成。 [0092] A Interface: A CTI interface is located between the device 103 and seat 106, the transport layer using the TCP / IP in order to achieve reliable transmission of a message, the CTI device 103 to control the dynamic link library or manner of application to the agent 106 providing for 106 seats or integrated system call. A接口可以实现多媒体业务功能,主要提供座席106与CTI 设备103之间的呼叫控制服务、质检服务和座席106与队列服务等所需的应用程序接口以及相关事件等。 A multimedia service interface may function mainly provides call control services between the CTI device 106 and agent 103, agent 106, and service quality and queue services required by the application interface and related events.

[0093] B接口:IVR/MS 104与CTI设备103之间的B接口主要提供了呼叫控制、呼叫数据等所需的应用程序操作。 [0093] B Interface: B interface between the IVR / MS 104 and the main device 103 provides CTI call control, call data and the like required for operation of the application. B接口定义了9种方法函数:初始化通讯底层(IvrSignln)、退出通讯底层(IvrSignOut)、事件通知函数(IvrGetEvent)、给CTI设备103发送呼叫请求指示消息(IvrAnswer)、查询呼叫数据(IvrQueryCallData)、设置呼叫数据(IvrSetCallData)、 请求路由(lvrRequestRouting)、切换呼叫(IvrAlternateCall)、释放连接请求(IvrClearConnection)。 B interface defines nine method functions: initiate communication bottom (IvrSignln), exit communications bottom (IvrSignOut), the event notification function (IvrGetEvent), to 103 transmits a call CTI device request indication message (IvrAnswer), interrogating call data (IvrQueryCallData), call data is provided (IvrSetCallData), request routing (lvrRequestRouting), switching the call (IvrAlternateCall), connection release request (IvrClearConnection).

[0094] C接口:Agent 106是通过C接口向AS 107请求应用逻辑和业务数据。 [0094] Interface C: Agent 106 is a request to the application logic and service data to AS 107 via the C interface. 现有的大多是CS架构,本发明实施例采用的是BS架构,HTTP+S0AP方式开放性更强;CS是CS就是client和servers就是客户机和服务器模式;BS就是browers和servers就是浏览器和服务器模式。 Most existing CS structure, embodiments of the present invention is used in BS structure, HTTP + S0AP more open embodiment; CS is the CS client and servers that is the client and server mode; BS browers and servers that is the browser, and server mode.

[0095] D接口:D接口位于IVR/MS 104与AS 107之间,为便于跨平台业务的实现,NGCC 定义的D接口采用HTTP承载VoiceXML业务文档、脚本文件、语音文件,而它对底层物理链路没有约束。 [0095] D Interface: D interface is located between 107 IVR / MS 104 and the AS, to facilitate cross-platform operations, D NGCC interfaces defined in HTTP traffic bearer VoiceXML document, script files, audio files, while its underlying physical link is not binding. 自动业务通过在AS 107提供VXML脚本,IVR 104进行调用执行,实现自动语音业务; Automatic service provided by the AS 107 VXML scripts, IVR 104 performs call, automatic voice service;

[0096] 根据呼叫中心对传真业务的需求,D接口中补充定义了对传真业务的支持能力,扩展了支持传真能力的OBJECT标签,它属于Formltem,具备Form Item的各项属性和执行原则。 [0096] According to the demand for call center fax business, D supplements interface defines the ability to support fax service, expanding the OBJECT tag supports fax capabilities, it belongs to Formltem, with Form attributes and the implementation of the principle of Item.

[0097] D接口对传真业务的补充定义如下: [0097] D interface to complement the definition of fax service are as follows:

[0098]定义:classid = “ method://function/fax 〃 表示该OBJECT 实现传真功能,该OBJECT属于Form Item,具备Form Item的各项属性和执行原则。 [0098] Define: classid = "method: // function / fax 〃 indicates that the facsimile function implemented OBJECT The OBJECT Form Item belongs, comprising Form properties and implementation of the principles of the Item.

[0099] 描述:VXML语言中没有提供传真能力的标签,自行定义传真功能。 [0099] Description: VXML language tag is not provided fax capability, define their own facsimile function.

[0100] 参数定义:参见表1所示 [0100] parameters are defined: Table 1 shown in FIG.

[0101] [0101]

[0105] failure :传真失败 [0105] failure: Failed Fax

[0106] 举锣Ij : [0106] For gong Ij:

[0107] <object name = " myfax" classid =" method://function/fax" > [0107] <object name = "myfax" classid = "method: // function / fax">

[0108] <param name = " texturl" value = " http://fax/userl. txt" /> [0108] <param name = "texturl" value = "http: // fax / userl txt." />

[0109] <param name =" attachurl" value =" http://fax/user2. doc" /> [0109] <param name = "attachurl" value = "http:. // fax / user2 doc" />

[0110] 〈filled〉 [0110] <filled>

[0111] <if cond = " myfax = = ' success"' > [0111] <if cond = "myfax = = 'success"'>

[0112] 〈assign name = 〃 result" expr =“'成功〃 '/> [0112] <assign name = 〃 result "expr =" 'success 〃' />

[0113] 〈elseif cond =〃 myfax= = ' failure"' > [0113] <elseif cond = 〃 myfax = = 'failure "'>

[0114] 〈assign name = 〃 result" expr =“'失败〃 '/> [0114] <assign name = 〃 result "expr =" 'Failed 〃' />

[0115] </if> [0115] </ if>

[0116] 〈/filled〉 [0116] </ filled>

[0117] 〈/object〉 [0117] </ object>

[0118] </fax> [0118] </ fax>

[0119] <subdialog name = " process—report " src = " . ./process/faxprocess. jsp" [0119] <subdialog name = "process-report" src = ". ./Process/faxprocess. Jsp"

[0120] nameIist = " result" > [0120] nameIist = "result">

[0121] 〈filled〉 [0121] <filled>

[0122] <submit next=" . . /process_exit. vxml " /> [0122] <submit next = ".. / Process_exit. Vxml" />

[0123] 〈/filled〉 [0123] </ filled>

[0124] </subdialog> [0124] </ subdialog>

[0125] E接口:CTI设备103与录音设备、外拨策略服务器(0BS,Outbound Server)、多媒体网关之间的接口统称为E接口,对内提供统一的API,分别支持多种媒体类型的呼叫接入及数据传递服务。 [0125] E Interface: CTI device 103 and recording equipment, outbound policy server (0BS, Outbound Server), collectively referred to as the interface between the media gateway E interface, internal to provide a unified API, respectively, support a variety of media types call access and data transfer services. 目前,已覆盖Web Chat、Email、文字短信、彩信、外拨服务等领域。 Currently, the field has covered Web Chat, Email, text messages, multimedia messages, outbound services.

[0126] E接口主要分为录音接口、OBS接口、多媒体接入接口三种。 [0126] E interfaces can be divided into recording interface, the OBS interfaces, multimedia access interfaces three.

[0127] 录音接口包括4种方法:录音初始化(RecordInit)、录音退出(RecordExit)、开始录制(BeginRecord)、停止录制(StopRecord) [0127] Recording Interface includes four methods: Recording initialization (RecordInit), audio exit (RecordExit), start recording (BeginRecord), stop recording (StopRecord)

[0128] OBS 接口包括8 种方法:0BS 初始化(OBSRecordInit)、OBS 退出(OBSExit)、呼出(CallOutside)、二次拨号(SendDTMF)、查询技能组的坐席数量(QueryAgentBySkillName)、 设置呼叫数据(SetCallData)、查询呼叫数据(QueryCallData)、同步CTI时间(SynchronizeCTITime)。 [0128] OBS interface includes eight kinds of methods: 0BS initialization (OBSRecordInit), OBS exit (OBSExit), outgoing call (CallOutside), secondary dial (SendDTMF), the number of queries the agent (QueryAgentBySkillName) skillset, call data set (SetCallData) inquiries call data (QueryCallData), time synchronization CTI (SynchronizeCTITime).

[0129] 多媒体接入接口包括5种方法:多媒体初始化(Multimedialnit)、多媒体退出(MultimediaExit)、呼叫到达(RequestMultimediaAnswer)、CTI 的多媒体网关呼叫回复消息(CTIToGff)、向多媒体外呼(CallGW)。 [0129] Media access interface includes five methods: Multimedia initialization (Multimedialnit), Multimedia exit (MultimediaExit), call arrival (RequestMultimediaAnswer), CTI call reply message to the multimedia gateway (CTIToGff), call (CallGW) to the outside of the multimedia.

[0130] F接口:AS 107则通过F接口访问DB 108,支持本地和远端两种数据库访问方式, 便于以实现全网数据共享,可屏蔽不同数据库版本的差异,屏蔽底层数据库的差异,提升安全性能。 [0130] Interface F: AS 107 through the interface to access F DB 108, supports local and remote access mode both databases, to facilitate the sharing of data to the whole network, database version maskable of differences, the difference shield the underlying database, to enhance safety performance.

[0131] 原有的接口只能实现本地数据库访问,而且查询的内容也仅限于号码信息,现在通过采用搜索引擎技术实现异地数据库的访问,并且可以实现非号码信息的查询。 [0131] original interface can only achieve a local database access, and the contents of the query is limited to the number of information now achieve remote database access through the use of search engine technology, and can achieve non-inquiry number information. 由于原有的各省数据结构不同,无法屏蔽底层数据库差异,实现统一数据查询,现采用F接口,利用搜索引擎技术实现统一数据库访问和查询。 Due to the different provinces of the original data structure, the difference can not shield the underlying database, unified data query, now using the F interface, the use of search engine technology to achieve a unified database access and query. 本地数据库把数据信息FTP上传到本地号百搜索引擎前置服务器;全国中心接口服务器通过FTP到本地号百搜索引擎前置服务器取本地数据,并对数据进行入库。 Local database information FTP upload the data to a local search engine front-Pak server; National Center interface server via FTP to a hundred local search engine local pre-fetch data servers, and data storage.

[0132] 原有接口一般由业务开发商针对特定数据库类型开发,并以私有接口的形式提供,该方法与数据库的耦合度高,开发性差、兼容性低,对呼叫中心的软件开发与系统升级等而言,使其受限于相关厂商,及数据库的类型、版本等差异。 [0132] Usually the original interface to the database for a particular type of service developers to develop, and provided in the form of private interface, which coupled with the high database, the development is poor, the low compatibility of software development and call center system upgrade and other terms, it is limited by the firms, and the type of database, version, etc. differences. 因此,平台建设难以满足快速变化的市场要求。 Therefore, the platform difficult to meet rapidly changing market demands. 新一代呼叫中心在实现业务层访问数据库时,不直接访问数据库上的存储过程或数据库提供的应用程序接口,而是访问开放的F接口提供的统一方法实现数据的检索与修改操作,由提供F接口的中间件承担面向底层数据库的类型及版本等具体差异, 减轻了业务开发侧的复杂度,提高了系统兼容性。 Interface call center application in the realization of a new generation of business layer to access the database, or database stored on a procedure does not directly access the database provided, but the access opening Unified Approach F interface provided for data retrieval and modification of the operation, provided by the F middleware interface undertake specific differences in the underlying database for the type and version, etc., to reduce the complexity of the service side of the development, improve the compatibility of the system. 因此,F接口的推广对实现异地、异构数据库信息资源共享带来极大的便利。 Therefore, the promotion F interface brings great convenience to achieve off-site, heterogeneous database information resource sharing.

[0133] G接口:是主要用于提供包括彩信、TOB等多媒体功能的接口。 [0133] G interfaces: an interface is primarily used to provide multimedia messaging, TOB and other multimedia functions. 多媒体GW 102可根据具体业务类型的差异,向外部服务器(例如彩信服务器、Web服务器)提供标准协议(G 接口),例如,MM7、PAP等。 GW 102 may display particular service type according to the difference, standard protocols (G interface) to the external server (e.g. MMS server, Web server), e.g., MM7, PAP like.

[0134] 以下对基于本发明NGCC系统的自动业务实现方法的较佳实现方式进行说明。 [0134] Hereinafter, the preferred implementation of the implementation of the method based on the automated business system NGCC present invention will be described.

[0135] 参见图4所示,基于本发明NGCC系统针对普通的宽带或者窄带业务的人工业务呼叫流程,包括: [0135] Referring to FIG. 4, the NGCC system of the present invention is based on the call flow for doing business broadband or narrowband services common, comprising:

[0136] 步骤401,用户发起呼叫,软交换(SS)发送Invite消息到SoftACD。 [0136] Step 401, the user initiates a call, the soft switch (SS) sends an Invite message to the SoftACD.

[0137]步骤 402,SoftACD 发送路由请求事件EvtRouteRequest 到CTI。 [0137] Step 402, SoftACD sends a routing request to the event EvtRouteRequest CTI.

[0138] 步骤403,CTI选择路由并回送路由选择事件给SoftA⑶。 [0138] Step 403, CTI routing and loopback routing events to SoftA⑶.

[0139]步骤 404,SoftACD 发送传送EvtDelivered 事件到CTI。 [0139] Step 404, SoftACD transferred EvtDelivered events to send CTI.

[0140] 步骤405,CTI发送应答请求事件到座席。 [0140] Step 405, CTI sends a reply to the request event seats.

[0141] 步骤406,座席应答,回送应答请求给CTI,应答请求中携带媒体类型参数,缺省为语首。 [0141] In step 406, the agent response, echo response request to the CTI, the response request carries a media type parameter, the default is the first language.

[0142] 步骤407,CTI发送应答成功事件。 [0142] Step 407, CTI sends a reply successful event.

[0143] 步骤408,SoftACD发送Invite消息给座席软PHONE。 [0143] Step 408, SoftACD sends an Invite message to an agent the soft PHONE.

[0144] 步骤409,座席软PHONE回送振铃消息。 [0144] In step 409, soft seats PHONE echo ringing message.

[0145] 步骤410,SoftACD回送振铃消息给软交换。 [0145] Step 410, SoftACD send a ringing message back to the softswitch.

[0146] 步骤411,座席发送2000K消息到SOFTACD。 [0146] Step 411, the agent send a message to 2000K SOFTACD.

[0147] 步骤412,SOFTACD送2000K消息到软交换。 [0147] Step 412, SOFTACD 2000K message sent to the softswitch.

[0148] 步骤413,软交换回送响应消息到SOFTACD。 [0148] Step 413, the softswitch sends a response message back to SOFTACD.

[0149] 步骤414,SOFTACD回送响应消息到座席。 [0149] Step 414, SOFTACD echo response message to the agent.

[0150] 步骤415,用户和座席建立通话后,座席根据用户要求向应用服务器发送数据请求消息。 [0150] Step 415, after the user agent and the call is established, the agent sends a data request message to the application server based on user requirements.

[0151] 步骤416,应用服务器回送数据请求应答消息。 [0151] Step 416, the application server returns a data response request message.

[0152] 参见图5所示,基于本发明NGCC系统通过VXML方式自动业务实现流程,包括: [0152] Referring to FIG. 5, the NGCC system of the present invention is based on the automated business processes implemented by VXML mode, comprising:

[0153] 步骤501,用户发起呼叫,软交换发送Invite消息到SoftACD。 [0153] Step 501, the user initiates a call, and sends an Invite message to the softswitch SoftACD.

[0154]步骤 502,SoftACD 发送路由请求事件EvtRouteRequest 到CTI。 [0154] Step 502, SoftACD sends a routing request to the event EvtRouteRequest CTI. [0155] 步骤503,CTI选择路由并回送路由选择消息给SoftA⑶。 [0155] Step 503, CTI routing message and routed to the loopback SoftA⑶.

[0156] 步骤504,CTI发送IvrGetEvent事件给IVR,事件中携带主叫号码、被叫号码等参数。 [0156] Step 504, CTI events to send IvrGetEvent IVR, event parameter carries the calling number, called number.

[0157]步骤 505,SoftACD 发送Invite 消息到IVR。 [0157] Step 505, SoftACD sends an Invite message to the IVR.

[0158]步骤 506,IVR 回送180Ring 消息到SoftACD。 [0158] Step 506, IVR message to the loopback 180Ring SoftACD.

[0159] 步骤507,SoftACD回送180Ring消息到软交换。 [0159] Step 507, SoftACD 180Ring loopback message to the softswitch.

[0160]步骤 508,IVR 回送2000K 消息到SoftACD。 [0160] Step 508, IVR 2000K message to the loopback SoftACD.

[0161] 步骤509,SoftACD回送2000K消息到软交换。 [0161] Step 509, SoftACD loopback 2000K message to the softswitch.

[0162] 步骤510,软交换回送ACK消息到S0FTACD。 [0162] Step 510, an ACK message back to the softswitch to S0FTACD.

[0163]步骤 511,S0FTACD 回送ACK 消息到IVR。 [0163] Step 511, S0FTACD return an ACK message to the IVR.

[0164] 步骤512,IVR应答,用户和IVR建立通路。 [0164] Step 512, IVR response, IVR, and establish a user channel.

[0165] 步骤513,IVR调用AS中的业务脚本。 [0165] Step 513, IVR call AS in business script.

[0166] 步骤514,AS回送脚本调用应答。 [0166] Step 514, AS script calls echo response.

[0167] 步骤515,IVR向CTI调用用户数据,IvrQueryCalIData中携带呼叫数据参数,用户和IVR进行交互。 [0167] Step 515, the user data to the call IVR CTI, IvrQueryCalIData carries call data parameters, user and IVR interaction.

[0168] 步骤516-523.通话结束,释放话路。 [0168] Step 516-523. Call ends, release the speech path.

[0169] 本发明的描述是为了示例和说明起见而给出的,而并不是无遗漏的或者将本发明限于所公开的形式。 [0169] The present invention is described for sake of illustration and description is given, but not exhaustive or to limit the invention to the form disclosed. 很多修改和变化对于本领域的普通技术人员而言是显然的。 Many modifications and variations to those of ordinary skill in the art is obvious. 选择和描述实施例是为了更好说明本发明的原理和实际应用,并且使本领域的普通技术人员能够理解本发明从而设计适于特定用途的带有各种修改的各种实施例。 The embodiments were chosen and described in order to best explain the principles and practical applications of the present invention and enable one of ordinary skill in the art to understand the invention for various design suited to the particular use with a variety of modified embodiments.

Claims (22)

  1. 一种新一代呼叫中心NGCC系统,包括自动呼叫分配ACD设备(101)、计算机电话集成CTI设备(103)、交互式语音响应系统IVR(104)、座席Agent(106)、应用服务器AS(107)和数据库DB(108),其特征在于,所述ACD设备(101),用于将来自宽、窄带网络中,不同信令协议的呼叫请求映射为统一的呼叫事件,将统一呼叫事件通过标准、开放接口协议上报给CTI设备(103);并在CTI设备(103)的控制下,完成呼叫的语音或视频多媒体通道的控制处理;所述CTI设备(103),用于对上报的呼叫接入请求进行增强排队和路由控制,对座席(106)、IVR(104)进行统一的调度和管理;所述IVR(104),用于自动业务逻辑的解析和执行,并提供媒体资源能力。 A NEW GENERATION NGCC call center system, including automatic call distribution ACD device (101), CTI Computer Telephony Integration (103), an interactive voice response system, IVR (104), the agent Agent (106), the application server AS (107) and a database DB (108), wherein the ACD device (101), a width from the narrowband network, the call request is mapped to different signaling protocols unified call event, the unified standard call events, open interface protocol reported to the CTI device (103); and the CTI control device (103), completes the control processing of the call voice or video multimedia channel; the CTI device (103) for a call access reported requesting enhanced control queuing and routing of seats (106), IVR (104) unified management and scheduling; the IVR (104), for parsing and executing automated business logic, and to provide the media resource capabilities.
  2. 2.根据权利要求1所述的系统,其特征在于,该系统还包括:多媒体网关Multi-Media Gff 102,通过G接口与外部服务器连接,通过E接口与CTI设备(103)连接,CTI设备(103)通过E接口提供多媒体类型的呼叫接入及数据传递。 2. The system according to claim 1, characterized in that the system further comprises: a multimedia gateway Multi-Media Gff 102, via the G interface to an external server connected via interface E CTI device (103), the CTI device ( 103) provided through the E interface type multimedia call access and data transfer.
  3. 3.根据权利要求2所述的系统,其特征在于,所述CTI设备(103)还与录音设备、外拨策略服务器0BS通过E接口连接。 3. The system of claim 2, characterized in that, the CTI device (103) with the further recording equipment, outbound policy server interface via 0BS E.
  4. 4.根据权利要求1所述的系统,其特征在于,所述ACD设备(101)还用于提供基本信令信号的播放,及DTMF收号、会议桥功能; 4. The system of claim 1, wherein said ACD device (101) is further configured to provide a basic signaling playback signal, and the DTMF receiver, conference bridge function;
  5. 5.根据权利要求1或4所述的系统,其特征在于,所述ACD设备(101)还包括:维护管理模块,作为系统管理与维护的操作接口,用于对ACD设备(101)中参数配置、系统监控、信令跟踪的维护管理。 5. The system of claim 1 or claim 4, wherein the ACD device (101) further comprising: a maintenance management module, a user interface system management and maintenance, the device for ACD (101) parameters configuration, system monitoring, maintenance and management of the signaling tracking.
  6. 6.根据权利要求1所述的系统,其特征在于,所述CTI设备(103)支持根据座席(106) 状态的选择策略、根据客户信息的优先策略和根据座席(106)技能等级的优先策略,并且能够根据技能组、呼叫排队情况、时间/日期等自动调整排队策略。 6. The system according to claim 1, characterized in that, the CTI device (103) according to the selection policy support seat (106) state, according to the first strategy and customer information according to the priority policy agent (106) Skill level , and can automatically adjust the queuing strategy skillset, call queuing, the time / date, etc. The.
  7. 7.根据权利要求1或6所述的系统,其特征在于,所述CTI设备(103)进一步通过资源标识号码将路由目标下发给下层接入设备,资源标识号码必须与座席(106)/IVR(104) 一一对应;CTI设备(103)根据座席(106)或IVR(104)设备上报的各种事件,完成对座席(106)和IVR/MS(104)资源端口进行监控、维护与分配。 7. The system according to claim 16, wherein the CTI device (103) by a further identification number will be sent to the resource routing underlay access the target device, the agent must resource identification number (106) / IVR (104) one correspondence; the CTI device (103) according to various events seat (106), or IVR (104) reported by the device to complete the seat (106) and IVR / MS (104) monitors resource port, maintenance and distribution.
  8. 8.根据权利要求1或6所述的系统,其特征在于,所述CTI设备(103)完成排队处理过程包括:A⑶设备(101)向CTI设备(103)发送路由请求后,在CTI设备(103)控制下, A⑶设备(101)发起到IVR(104)的语音或视频媒体通道建立请求,IVR(104)响应请求后, 经A⑶设备(101)的控制,用户与IVR(104)间建立语音或视频媒体通道;其间的多次呼叫控制变化均以事件形式经过标准接口上报至CTI设备(103);用户与IVR(104)间建立媒体通道后,IVR(104)向用户终端播放视频欢迎短片;用户按键选择人工服务时,IVR(104)检测到用户按键输入,停止当前的视频播放,将呼叫控制权转移至CTI设备(103);如视频座席全忙,则CTI设备(103)经ACD设备(101)再次将呼叫控制权交给IVR,由IVR(104)向用户播放视频排队短片;有座席空闲后,CTI设备(103)向软件自动呼叫分配SoftACD设备下发请求,呼叫话路转接至特 8. The system according to claim 16, wherein the CTI device (103) to complete the processing line comprising: A⑶ device (101) sends a CTI device (103) after routing request, the CTI device ( under 103) control A⑶ device (101) initiates the IVR (104) a voice or video media channel establishment request, the IVR (104) in response to the request, the establishment by inter A⑶ device (101) controls, user IVR (104) voice or video media channel; multiple call control change events form therebetween are reported through a standard interface to the CTI device (103); establishing a media channel between the user and the IVR (104) after, IVR (104) to the user terminal playing the video welcome clips; when the user presses a key to select manual service, IVR (104) detects the user key input, stop the current video playback, transferring the call control to the CTI device (103); video agents are busy, the CTI device (103) via ACD device (101) control to the call again IVR, play video clips to a user queue by the IVR (104); after the seat has a free, requesting the CTI device (103) assigned to the software automatically calls SoftACD device, the call session transfer to special 定座席,ACD设备(101)收到操作请求后,给CTI设备(103)上报事件,由ACD设备(101)控制进行媒体流改向,建立用户与座席话务员的视频通道。 After a given agent, ACD device (101) receives the operation request, to the CTI device (103) reporting event, by the ACD device (101) for controlling the media stream redirection, the user agent to establish a video channel operator.
  9. 9.根据权利要求8所述的系统,其特征在于,所述SofACD设备将来自宽、窄带网络中, 不同信令协议的呼叫请求映射为统一的呼叫事件过程包括:将接收到的不同信令协议消息映射为CSTA II的标准时间上报给CTI设备。 9. The system according to claim 8, characterized in that said device from the wide SofACD narrowband network, the call request is mapped to different signaling protocols unified call event procedure comprises: received different signaling message mapping CTI device is reported to the CSTA II standard time.
  10. 10.根据权利要求1所述的系统,其特征在于,所述Agent (106)还提供统一的坐席界面、统一的搜索引擎、统一的应用程序接口。 10. The system according to claim 1, characterized in that the Agent (106) further provide a unified interface agent, unified search engine, a uniform application program interface.
  11. 11.根据权利要求1所述的系统,其特征在于,所述AS(107)还具备访问本地或远端DB 的能力。 11. The system according to claim 1, characterized in that, the AS (107) further includes the ability to access a local or remote DB.
  12. 12.根据权利要求1所述的系统,其特征在于,所述IVR(104)还可以采用媒体服务器MS (104);所述AS (107)还可以采用多媒体AS (107)。 12. The system according to claim 1, characterized in that, the IVR (104) may also be employed the media server MS (104); the AS (107) may also be employed multimedia AS (107).
  13. 13.根据权利要求1所述的系统,其特征在于,所述CTI设备(103)与座席(106)之间采用能够完成多媒体业务功能的A接口通信。 13. The system according to claim 1, wherein the A interface using the communication function to complete the multimedia service between the CTI device (103) and the seat (106).
  14. 14.根据权利要求1所述的系统,其特征在于,IVR/MS(104)与CTI设备(103)之间进一步采用B接口通信,该B接口提供了呼叫控制、呼叫数据等所需的应用程序操作;B接口定义了9种方法函数:初始化通讯底层IvrSignln、退出通讯底层IvrSignOut、事件通知函数IvrGetEvent、给CTI设备(103)发送呼叫请求指示消息I vrAnswer、查询呼叫数据IvrQueryCalIData、设置呼叫数据IvrSetCalIData、请求路由IvrRequestRouting、切换呼口L] IvrAlternateCall、释放连接请求IvrClearConnection。 14. The system of claim 1 the call data required by the application, characterized in that the further communication between the interface B using IVR / MS (104) and the CTI device (103), the B interface provides call control, program operation; B interface defines nine method function: initial communication bottom IvrSignln, exit communications bottom IvrSignOut, the event notification function IvrGetEvent, to the CTI device (103) sends a call request indication message I vrAnswer, inquiry call data IvrQueryCalIData, provided the call data IvrSetCalIData , request routing IvrRequestRouting, call switching port L] IvrAlternateCall, release the connection request IvrClearConnection.
  15. 15.根据权利要求1所述的系统,其特征在于,所述Agent (106)与AS (107)之间采用C 接口通信,C接口采用浏览器和服务器模式BS架构。 15. The system according to claim 1, characterized in that, using the C interface communication between the Agent (106) and the AS (107), C interface uses the browser and server modes BS architecture.
  16. 16.根据权利要求1所述的系统,其特征在于,所述IVR(104)与AS(107)之间采用D 接口通信,D接口采用HTTP承载VoiceXML业务文档、脚本文件、语音文件;自动业务通过在AS (107)提供VXML脚本,IVR(104)进行调用执行,实现自动语音业务;D接口中还提供对传真业务的支持能力,扩展了支持传真能力的OBJECT标签。 16. The system according to claim 1, wherein the D interface communication between the IVR (104) and the AS (107), D interface using HTTP traffic bearer VoiceXML document, script files, voice files; Automatic service , IVR (104) by providing VXML script AS (107) performs call, automatic voice service; D interface also provides the ability to support the facsimile service, FAX expanded support capability OBJECT tag.
  17. 17.根据权利要求1所述的系统,其特征在于,所述AS(107)则通过F接口访问DB(108),F接口支持本地和远端两种数据库访问方式,屏蔽不同数据库版本的差异,屏蔽底层数据库的差异,提升安全性能。 17. The system according to claim 1, characterized in that, the AS (107) through the interface to access F DB (108), F interface supports local and remote access mode both databases, database version of the shield differences , mask the differences underlying database, improve safety performance.
  18. 18.根据权利要求1至17任意一项所述的系统,其特征在于,所述宽、窄带网络中,不同信令协议为SIP、ISUP。 18. A system according to any one of claim 1 to 17 claim, wherein the width, in the narrowband network, different signaling protocol SIP, ISUP.
  19. 19.根据权利要求1至17任意一项所述的系统,其特征在于,所述呼叫的语音或视频多媒体通道的控制处理包括:转接、保持、咨询、三方会议。 19. The system according to any one of claims 1 to 17, wherein the call control process a voice or video multimedia channel comprises: transfer, hold, advising, three-party conference.
  20. 20.根据权利要求1至17任意一项所述的系统,其特征在于,所述媒体资源能力包括: 电传自动排字TTS、自动收发ASR、传真。 20. The system according to any one of claims 1 to 17, wherein the media resource capabilities include: automatic typesetting telex the TTS, the ASR automatic send and receive, fax.
  21. 21. 一种新一代呼叫中心自动业务的实现方法,其特征在于,包括:A,用户发起呼叫,软交换SS发送Invite消息到自动呼叫分配ACD设备;B, ACD设备发送路由请求件到计算机电话集成CTI设备;C,CTI设备选择路由并回送路由选择事件给ACD设备;D,A⑶设备发送传送事件到CTI设备;E,CTI设备发送应答请求事件到座席;F,座席应答,回送应答请求给CTI设备,应答请求中携带媒体类型参数,缺省为语音;G,CTI设备发送应答成功事件;H,A⑶设备发送Invite消息给座席软PHONE ;I,座席软PHONE回送振铃消息;J,ACD设备回送振铃消息给软交换;K,座席发送2000K消息到软件自动呼叫分配S0FTA⑶设备;L,A⑶设备送2000K消息到软交换;M,软交换回送响应消息到A⑶设备; N,A⑶设备回送响应消息到座席;,0,用户和座席建立通话后,座席根据用户要求向应用服务器发送数据请 21. A method to achieve a new generation of automatic call center service, characterized by comprising: A, the user initiates a call, the softswitch sends an Invite message to the SS automatic call distribution ACD equipment; B, ACD routing device sends a request to the computer telephony member integrated CTI device; C, CTI device routing and loopback routing events to the ACD device; D, A⑶ device sends a delivery event to the CTI device; E, CTI device transmits a response request event to the agent; F, answered by an agent, echo response request to CTI device, the response request carries a media type parameter, default voice; G, CTI device successfully transmits a response event; H, A⑶ Invite message to the agent device sends the soft PHONE; the I, the soft seat ring PHONE loopback message; J, ACD device loopback ringing message to the soft switch; K, the agent transmits 2000K message to the software, automatic call distribution S0FTA⑶ apparatus; L, A⑶ device sending 2000K message to the soft switch; M, soft switch returning a response message to A⑶ apparatus; N, A⑶ device loopback response message to the agent; after 0, and the user agent to establish a call, the agent transmits the data request to the application server according to user requirements 求消息; P,应用服务器回送数据请求应答消息。 Request message; P, the application server returns a data response request message.
  22. 22.根据权利要求21所述的方法,其特征在于,该方法进一步包括自动业务实现流程: 用户发起呼叫,软交换发送Invite消息到SoftA⑶; SoftACD发送路由请求事件EvtRouteRequest到CTI ; CTI选择路由并回送路由选择消息给SofU⑶;CTI发送事件通知函数IvrGetEvent事件给交互式语音响应系统IVR,事件中携带主叫号码、被叫号码等参数;SoftACD 发送Invite 消息到IVR ; IVR 回送180Ring 消息到SoftACD ; SoftACD回送180Ring消息到软交换; IVR 回送2000K 消息到SoftACD ; SoftACD回送2000K消息到软交换; 软交换回送ACK消息到S0FTA⑶; SoftACD回送ACK消息到IVR ; IVR应答,用户和IVR建立通路; IVR调用应用服务器AS中的业务脚本; AS回送脚本调用应答;IVR向CTI调用用户数据,查询呼叫数据IvrQueryCallData中携带呼叫数据参数,用户和IVR进行交互;通话结束,释放话路。 22. The method of claim 21, wherein the method further comprises automatically implement business processes: user initiates a call, and sends an Invite message to the softswitch SoftA⑶; SoftACD sends a routing request to the event EvtRouteRequest CTI; CTI routing and loopback routing message to SofU⑶; CTI sends an event notification function IvrGetEvent event to the interactive voice response system, IVR, event carries the calling number, called number and other parameters; the SoftACD sends an Invite message to the IVR; IVR message to the loopback 180Ring SoftACD; SoftACD loopback 180Ring message to the softswitch; IVR loopback 2000K message to SoftACD; SoftACD loopback 2000K message to the softswitch; softswitch sent back ACK message to S0FTA⑶; SoftACD sent back ACK message to the IVR; IVR answers, users and IVR establish pathways; IVR call to an application server AS the service script; AS script calls echo response; IVR call user data to CTI, call query data IvrQueryCallData carries call data parameters, users and IVR interaction; end the call, release the speech path.
CN 200710188138 2007-11-12 2007-11-12 A new generation call center system and automatic service realization method CN101150419B (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN 200710188138 CN101150419B (en) 2007-11-12 2007-11-12 A new generation call center system and automatic service realization method

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN 200710188138 CN101150419B (en) 2007-11-12 2007-11-12 A new generation call center system and automatic service realization method

Publications (2)

Publication Number Publication Date
CN101150419A CN101150419A (en) 2008-03-26
CN101150419B true CN101150419B (en) 2010-09-29

Family

ID=39250772

Family Applications (1)

Application Number Title Priority Date Filing Date
CN 200710188138 CN101150419B (en) 2007-11-12 2007-11-12 A new generation call center system and automatic service realization method

Country Status (1)

Country Link
CN (1) CN101150419B (en)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101651758B (en) 2008-08-13 2012-05-23 中兴通讯股份有限公司 Device using push mode for realizing non-real time medium route and method thereof

Families Citing this family (39)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101594584B (en) 2008-05-28 2012-10-03 中国移动通信集团公司 Multimedia access processing method, equipment and system of call center
CN101330544B (en) 2008-06-17 2012-09-05 中国移动通信集团江苏有限公司 Method for implementing multi-center virtual integration of passenger service system
CN101340493B (en) * 2008-07-30 2012-07-04 华为技术有限公司 Calling method and calling center based on off-line waiting
CN101394442B (en) 2008-09-19 2011-05-11 中国移动通信集团北京有限公司 Voice answering system and method
CN101415048B (en) 2008-12-09 2014-07-23 中国电信股份有限公司 Call centre system
CN101478611B (en) 2009-01-20 2012-05-23 中国电信股份有限公司 Multi-language voice synthesis method and system based on soft queuing machine call center
CN101478613B (en) 2009-02-03 2011-11-30 中国电信股份有限公司 Based multilingual speech recognition method and system for queued call center software
CN101924840A (en) * 2009-06-17 2010-12-22 中兴通讯股份有限公司 Enterprise call center system, implement method thereof and mobile communication terminal used by same
CN101990305B (en) * 2009-07-30 2016-11-23 中兴通讯股份有限公司 The method of multi-session call and call center, the application server and the terminal
CN101621593B (en) 2009-08-07 2012-09-05 中兴通讯股份有限公司 Customer service access control method, device and customer service system
CN101631170B (en) * 2009-08-11 2012-05-23 中兴通讯股份有限公司 Seat module, customer service system and customer service implementation method
CN101635729B (en) 2009-08-26 2012-09-19 中兴通讯股份有限公司 Background service progress unit, seat system and calling control method thereof
CN101697568B (en) * 2009-10-26 2013-12-18 浙江省电力公司 Disaster recovery method for power customer service system
CN101715030B (en) 2009-11-13 2012-08-29 北京讯鸟软件有限公司 Two-stage exchange method of call center
CN102209226B (en) * 2010-03-31 2013-06-05 华为技术有限公司 Call control method, device and system
CN102238291B (en) * 2010-05-06 2014-03-19 中兴通讯股份有限公司南京分公司 Operator position system realizing one call with a plurality of shakes, virtual operator position device and method
CN102263865B (en) * 2010-05-24 2014-03-12 中兴通讯股份有限公司 Real-time queuing feedback function realization method and system for next generation call center (NGCC)
CN102404466B (en) * 2010-09-09 2015-03-04 中国移动通信集团上海有限公司 Method and device for confirming seat quantity in queue of call center
CN102136918B (en) * 2010-12-13 2013-04-17 华为技术有限公司 Method, device and system for accessing broadcast remotely
CN102572137A (en) * 2010-12-30 2012-07-11 中兴通讯股份有限公司 Calling system and method
CN102833429B (en) * 2011-06-15 2017-04-12 中兴通讯股份有限公司 Call center call processing system and method
CN102307266B (en) * 2011-08-05 2013-10-30 贵阳朗玛信息技术股份有限公司 Telephone voice value-added system and communication method thereof
CN102299967A (en) * 2011-09-08 2011-12-28 中兴通讯股份有限公司 Mobile agent system, the gateway, the mobile terminal and a method for mobile seats
CN103108001B (en) * 2011-11-10 2017-07-21 南京中兴软件有限责任公司 A method for implementing video services and interactive voice response service control point
CN103780777B (en) * 2012-10-23 2016-12-21 国网山东省电力公司蒙阴县供电公司 A call center agent service telephone switching system and method
CN102916904A (en) * 2012-11-01 2013-02-06 浙江省电力公司 Power communication dispatching method
US8767947B1 (en) * 2012-11-29 2014-07-01 Genesys Telecommunications Laboratories, Inc. System and method for testing and deploying rules
CN103338239A (en) * 2013-06-09 2013-10-02 北京讯鸟软件有限公司 Distributed call-center system and seat control method thereof
CN104348984A (en) * 2013-08-07 2015-02-11 中兴通讯股份有限公司 Method and system for realizing IVR (Interactive Voice Response) operation in narrow-band intelligent service
CN104348823B (en) * 2013-08-09 2019-03-01 中兴通讯股份有限公司 SIPPhone server, call center system and its means of communication
CN104519309A (en) * 2013-09-27 2015-04-15 华为技术有限公司 Video monitoring method, monitoring server and monitoring system
CN105278928A (en) * 2014-06-11 2016-01-27 中兴通讯股份有限公司 IVR external interface configuration method and IVR external interface configuration device
CN105323393B (en) * 2014-09-01 2018-08-21 中国移动通信集团江苏有限公司 Implemented method and apparatus for call center species
CN104301556B (en) 2014-09-26 2017-12-29 小米科技有限责任公司 Telephone interaction method, apparatus and system for
CN105577958A (en) * 2014-10-15 2016-05-11 阿里巴巴集团控股有限公司 Methods of adjusting shunting strategy and shunting user request, apparatuses and system
CN104580760A (en) * 2014-12-25 2015-04-29 重庆森鑫炬科技有限公司 CTI (computer telephony integration) call center platform
CN105208229B (en) * 2015-09-01 2019-01-25 方正国际软件有限公司 A kind of processing method and system of text information
CN105872999A (en) * 2016-05-27 2016-08-17 海能达通信股份有限公司 Cell switching method, terminal and core network equipment
CN106330683A (en) * 2016-09-14 2017-01-11 广东亿迅科技有限公司 Multimedia seating system

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5884032A (en) 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
CN1507737A (en) 2001-05-04 2004-06-23 西门子信息及通讯网络公司 Methods and apparatus for controlling call pullback by an automatic call distribution (ACD) system from an interactive voice response (IVR) system and for allowing an ACD caller to complete a critical
CN1607495A (en) 2002-03-29 2005-04-20 孙智峰 Setting method and device for intelligent voice information bridge

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5884032A (en) 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
CN1507737A (en) 2001-05-04 2004-06-23 西门子信息及通讯网络公司 Methods and apparatus for controlling call pullback by an automatic call distribution (ACD) system from an interactive voice response (IVR) system and for allowing an ACD caller to complete a critical
CN1607495A (en) 2002-03-29 2005-04-20 孙智峰 Setting method and device for intelligent voice information bridge

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101651758B (en) 2008-08-13 2012-05-23 中兴通讯股份有限公司 Device using push mode for realizing non-real time medium route and method thereof

Also Published As

Publication number Publication date
CN101150419A (en) 2008-03-26

Similar Documents

Publication Publication Date Title
US10218848B2 (en) Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
EP1119956B1 (en) Point-of-presence call center management system
US6831966B1 (en) Multi-tenant, multi-media call center services platform system
CA2455256C (en) Messaging advise in presence-aware networks
US7042871B2 (en) Method and system for suppressing early media in a communications network
US6768722B1 (en) Systems and methods for managing multiple communications
US6298062B1 (en) System providing integrated services over a computer network
EP1320805B1 (en) Distributed multimedia software-based call center
JP3686087B2 (en) Apparatus and method for enhancing the call routing and the call center to call center
US6324276B1 (en) Point-of-presence call center management system
CA2484005C (en) Method and apparatus for distributed interactive voice processing
JP3686337B2 (en) Integrated telephony network that combines the packet data network and a private access network
US5633916A (en) Universal messaging service using single voice grade telephone line within a client/server architecture
US7558383B2 (en) Initial routing of internet-protocol network telephone calls
US6178183B1 (en) Method and apparatus for receiving conventional telephone calls while connected to the internet
US8045689B2 (en) Method and system for call screening
US20020116464A1 (en) Electronic communications system and method
US7630486B2 (en) Method and system for handling a queued automatic call distributor call
JP4295186B2 (en) Apparatus and method for improving and strengthening the telephony
US8705519B2 (en) Method and apparatus for localized voice over internet protocol usage
US6389028B1 (en) Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
US8416792B2 (en) Networked computer telephony system driven by web-based applications
US8737385B2 (en) PBX call management
US7801111B2 (en) Capability-based routing
EP1514374B1 (en) Call transfer using session initiation protocol (sip)

Legal Events

Date Code Title Description
C06 Publication
C10 Request of examination as to substance
C14 Granted