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 PDFInfo
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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 reported call 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
Technical field
The present invention relates to telematic call center, be meant a kind of call center of new generation (NGCC) system and automatic service implementation method especially.
Background technology
Call center (Call Center) is meant the call center based on the phone access, and it provides various call response services for the user.Along with the nineties telecommunication technology and rapid development of computer technology, with computer telephone integration (CTI) technology is core, it is the solution of core with the PC integrated circuit board that the call center solution that computer network and communication network are combined closely replaces traditional gradually, becomes so-called third generation call center.With the CTI technology is that the call center of core is the system that integrates voice technology, call treatment, computer network and a database technology, it has following feature: the intelligent call route is fully utilized resource, adopts intelligent call to handle (ACD) selection by multiple conditional decision route; Personalized service and optimal personnel answer a question, and the call center adopts guiding call and call prompt function to make the person of inquiring of particular demands be directed into the most suitable business of replying these type of needs and attends a banquet; The automation services shunting can make the customer call shunting by automatic speech or automated facsimile, or the customer call shunting of different services is provided by the different business representative; Service in 24 hours, by the computer interactive voice response service of CTI, inquiry person can obtain service in 24 hours; Real-time subscriber data shows that by DNIS and ANI, the call center will be when setting up route, and log-on data storehouse system is presented at customer data on business agent's the computer synchronously; Real-time information management, the call center can carry out real-time storage, statistics, output to the data of calling out and respond, and possesses the ability that generates various forms.
The system configuration of conventional call centers, functions of the equipments, interface standard etc. lack unified normal constraint at present, and it is in the majority with narrow band access, as shown in Figure 1, comprise: automatic call distribution (ACD, Automatic Call Distributor) equipment 101, CTI equipment 103, interactive voice response system (IVR, Interactive Voice Response) 104, seat (Agent) 106, application server (AS, Application Server) 107 and database (DB, Database) 109 units such as grade.
Adopt the IB+D/PC+Phone mode between ACD and the Agent, the privately owned interfaces that adopt each manufacturer between the network element device more, the degree of coupling is tight, poor compatibility, business development flexibility ratio are low, and the ACD equipment of conventional call centers only provides the narrow band access mode, do not support broadband network to insert, can't satisfy following wideband multimedia call center's business development demand, in addition, the service logic of conventional call centers automatic service and professional control are all finished on IVR in the lump, operation layer and key-course, can't the realizing of key-course and bearing bed separated.And the platform feature of different vendor, equipment performance, systemic openness, tenability of business etc. is differed greatly, along with all kinds of business of call center develop rapidly, the many disadvantages that traditional platform exists on the tenability of business shows especially out gradually.
Summary of the invention
In view of this, the present invention proposes a kind of call center system of new generation and automatic service implementation method of comparatively science, realize automated voice services wide, the arrowband.
Based on above-mentioned purpose a kind of call center of new generation provided by the invention (NGCC) system, comprise automatic call distribution ACD equipment, computer telephony integration (CTI) equipment, interactive voice response system IVR, seat Agent, application server AS and database D B; Wherein,
Described ACD equipment is used for comforting oneself in the future, narrowband network, and the call request of different signaling protocols is mapped as unified call event, will unify call event and report CTI equipment by standard, open interface agreement; And under the control of CTI equipment, finish the control and treatment of the voice or the video multimedia passage of calling;
Described CTI equipment is used for that the calling that reports is inserted request and strengthens queuing and route control, and seat, IVR are carried out unified scheduling and management;
Described IVR is used for the parsing and the execution of automatic service logic, and the media resource ability is provided.
This system also comprises: multimedia gateway Multi-Media GW 102, be connected with external server by G interface, and be connected with CTI equipment by E interface, CTI equipment provides the calling access and the data passes of multimedia type by E interface.
The described CTI equipment of this system also with sound pick-up outfit, dial strategic server OBS outward and be connected by E interface.
The described ACD equipment of this system also is used to provide the broadcast of basic signaling-information, and DTMF collects the digits, meeting bridge function;
The described ACD equipment of this system also comprises: the maintenance management module as the operation-interface of system management and maintenance, is used for the maintenance management to ACD equipment parameter configuration, system monitoring, signaling tracing.
The described CTI equipment of this system support according to agents state selection strategy, according to the preference strategy of customer information with according to the preference strategy of seat grade of skill, and can adjust queuing policy automatically according to technical ability group, call queuing situation, time/date etc.
The described CTI equipment of this system further is handed down to lower floor's access device by the resource identification number with route target, and the resource identification number must be corresponding one by one with seat/IVR; CTI equipment is finished seat and IVR/MS resource port is monitored, safeguarded and distribute according to the variety of event that seat or IVR equipment report.
This system described CTI equipment completion queue processing procedure comprises: ACD equipment is after CTI equipment sends route requests, under the CTI Equipment Control, ACD equipment is initiated to voice or the video media passage of IVR and sets up request, after the IVR response request, through the control of ACD equipment, set up voice or video media passage between user and IVR; Repeatedly calling control therebetween changes equal incident form and reports to CTI equipment through standard interface; After setting up media channel between user and IVR, IVR welcomes short-movie etc. to the user terminal displaying video.When user key-press was selected manual service, IVR detected the user key-press input, stops current video playback, will call out control and be transferred to CTI equipment.No-trunk as the video seat, then CTI equipment will be called out control once more through ACD equipment and give IVR, by IVR to user's displaying video queuing short-movie; Seat is arranged after the free time, CTI equipment issues request to SoftACD, calls out speech channel and is forwarded to specific seat, after ACD equipment is received operation requests, give CTI equipment reported event, carry out the Media Stream changed course, set up user and seat operator's video channel by the ACD Equipment Control.
The described SofACD equipment of this system is comforted oneself in the future, in the narrowband network, the call request of different signaling protocols is mapped as unified call event process and comprises: the standard time that is CSTA II for the different signaling protocol message maps that will receive reports CTI equipment.
The described Agent of this system also provides the unified interface of attending a banquet, unified search engine, unified application programming interfaces.
The described AS of this system also possesses the ability of visit this locality or far-end DB.
The described IVR of this system can also adopt media server MS; Described AS can also adopt multimedia AS.
Adopt the A interface communication that to finish multimedia service functions between described CTI equipment of this system and the seat.
Further adopt B interface to communicate by letter between the IVR/MS of this system and the CTI equipment, this B interface provides to be called out required application programs such as control, call data and operates; B interface has defined 9 kinds of method functions: initialization communication bottom IvrSignIn, withdraw from communication bottom IvrSignOut, event notice function IvrGetEvent, send call request Indication message IvrAnswer, query call data I vrQueryCallData for CTI equipment, call data IvrSetCallData is set, request route IvrRequestRouting, switch call IvrAlternateCall, discharge connection request IvrClearConnection.
Adopt C interface to communicate by letter between the described Agent of this system and the AS, C interface adopts browser and server Mode B S framework.
Adopt D interface to communicate by letter between the described IVR of this system and the AS, D interface adopts HTTP carrying VoiceXML service profile, script file, voice document; Automatic service is by providing VXML script at AS, and IVR calls execution, realizes automated voice services;
Tenability to facsimile service also is provided in the D interface, has expanded the OBJECT label of supporting the fax ability.
Then by F interface visit DB, F interface is supported local and two kinds of database access modes of far-end to the described AS of this system, the difference of shielding disparate databases version, the difference of shielding underlying database, improving safety energy.
In described wide, the narrowband network of this system, different signaling protocols are SIP, ISUP.
The control and treatment of the voice of this described calling of system or video multimedia passage comprises: switching, maintenance, consulting, tripartite talks.
The described media resource ability of this system comprises: TTS, ASR, fax.
Also provide the implementation method of a kind of call center of new generation automatic service based on above-mentioned purpose the present invention, having comprised:
A, the user makes a call, and soft switch SS sends Invite message to ACD equipment;
B, ACD equipment send the route requests incident to CTI equipment;
C, CTI choice of equipment route and loopback Route Selection incident are given ACD equipment;
D, ACD equipment sends the CTI equipment that communicates events to;
E, CTI equipment send the acknowledges requests incident to seat;
F, seat is replied, and CTI equipment is given in the return response request, carries media type parameter in the acknowledges requests, defaults to voice;
G, CTI equipment sends the incident of replying successfully;
H, ACD equipment send Invite message to the soft PHONE of seat;
I, the soft PHONE loopback of seat ALERTING message;
J, ACD equipment loopback ALERTING message is given soft switch;
K, seat send 200OK message to SOFTACD;
L, ACD equipment send 200OK message to soft switch;
M, soft switch back response message is to ACD equipment;
N, ACD equipment back response message is to seat;
O, after user and seat were set up conversation, seat sent data request information according to customer requirements to application server;
P, application server echo back data request-reply message.
This method further comprises the automatic service realization flow:
The user makes a call, and soft switch sends Invite message to SoftACD;
SoftACD sends route requests incident EvtRouteRequest to CTI;
CTI selects route and loopback Route Selection message to give SoftACD;
CTI sends the IvrGetEvent incident to IVR, carries parameters such as calling number, called number in the incident;
SoftACD sends Invite message to IVR;
IVR loopback 180Ring message is to SoftACD;
SoftACD loopback 180Ring message is to soft switch;
IVR loopback 200OK message is to SoftACD;
SoftACD loopback 200OK message is to soft switch;
Soft switch loopback ACK message is to SOFTACD;
SOFTACD loopback ACK message is to IVR;
IVR replys, and user and IVR set up path;
IVR calls the service scenario among the AS;
AS loopback script calls replys;
IVR carries the call data parameter to CTI invoke user data among the IvrQueryCallData, user and IVR carry out alternately;
End of conversation discharges speech channel.
From above as can be seen, call center system of new generation provided by the invention and automatic service implementation method, be based on Softswitch technology, design by the core concept of " carrying with control be separated " and " call out with business and be separated " of network of future generation, simultaneously, system levelization, nuclear interface standardizing and carrying IPization on platform architecture, have also been embodied.Can realize automated voice services wide, the arrowband, and further multimedia service.
Automatic service realizes having adopted a kind of method with the professional execution of VXML script method of calling realization, provides professional standard VXML script by application server, is called and is carried out by IVR.By adopting the relevant realization automated voice services that call such as VXML script, voice document.
In addition, this architectural framework is by adopting complete IP network, realize the soft telephone configuration of Agent, and the resource of attending a banquet can flexible dispatching, is not subjected to the restriction in switchboard circuit restriction and geographical position.
Description of drawings
Fig. 1 is an existing call central site network system configuration schematic diagram.
Fig. 2 is an embodiment of the invention NGCC schematic network structure;
Fig. 3 is an embodiment of the invention NGCC network layer configuration diagram;
Fig. 4 is the manual service call flow schematic diagram of the embodiment of the invention based on the NGCC network system;
Fig. 5 is the automatic service call flow schematic diagram of the embodiment of the invention based on the NGCC network system.
Embodiment
With reference to the accompanying drawings the present invention is described more fully, exemplary embodiment of the present invention wherein is described.
Referring to shown in Figure 2, the basic network element of call center of new generation (NGCC) system mainly comprises in the embodiment of the invention: the automatic call distribution (SoftACD of software, SoftwareAutomatic Call Distributor) equipment 101, multimedia gateway (Multi-MediaGW) 102, CTI equipment 103, interactive voice response system (IVR, InteractiveVoice Response) or media server (MS, Media Server) 104, record/dial strategic server (OBS outward, Outbound Server) 105, seat (Agent) 106, application server (AS, Application Server)/multimedia AS 107 and database (DB, Database) 108.Wherein, SoftACD equipment 101 is connected with soft switch (SS), PSTN networks such as (PSTN), and multimedia GW 102 is connected with external networks such as internet, note, MMSs.SoftACD equipment 101, CTI equipment 103 and IVR/MS104 are the three big nucleus equipments of NGCC, bear the control of calling out access, call distribution and automatic service respectively.Wherein,
Insert with the CCF module and be used to realize that the unified of various callings inserts, SoftACD provides and opens, the protocol interface of standard, not only support arrowband signalings such as ISUP comprehensively, but also should support wide the taking a message of SIP to make agreement, system should have networking capability flexibly.
This access and CCF module comprise: access control module and Call Control Block two parts.The access control module is comforted oneself in the future, in the narrowband network, different signaling protocols, as SIP, ISUP etc., call request be mapped as unified call event, shield the difference on each protocol processes, will unify call event and report CTI equipment 103 by standard, open interface CSTA II agreement; And under the control of CTI equipment 103, finish the control and treatment of the voice or the video multimedia passage of calling by Call Control Block, and as switching, maintenance, consulting, tripartite talks etc., thus realize unified call treatment to heterogeneous network.
The access control module of SofACD equipment 103 is responsible for the standard time that the SIP that will receive or ISDN User Part message maps be CSTA II and is reported CTI equipment.For example, in the Session Initiation Protocol in the NGN/IP network, the setup requests INVITE is mapped as the RouteRequest incident, or be incident with the 1AM message maps in the ISDN User Part in the PSTN/SS7 network, comprise parameters such as calling number, called number, call identification in this RouteRequest event message, for CTI, can shield the agreement difference of bottom heterogeneous networks.Thereby comfort oneself in the future, in the narrowband network, the call request of different signaling protocols is mapped as unified call event.
The media resource function module provides the broadcast of basic signaling-informations such as " salutatory ", " maintenance sound ", " stand by tone ", and functions such as DTMF collects the digits, meeting bridge.
The maintenance management module mainly provides maintenance management functions such as the parameter configuration in the SoftACD equipment 101, system monitoring, signaling tracing as the operation-interface of system management and maintenance.
Wherein, CTI enhancing queuing policy is for the queuing capability of ACD/SoftACD.SoftACD calls out access and the controlled function except that providing, and the basic queuing policy of " going out before advancing " mode also is provided, and promptly arrives call priority earlier and reports to CTI.But after call request time arrives CTI, CTI can according to various more complicated queuing policys (such as according to caller priority, according to wait in line duration, according to the technical ability group of attending a banquet, according to the call business type etc.) determine which call priority is assigned to and attend a banquet that or which calling should be assigned to attending a banquet of the sort of type.Therefore, the CTI queuing capability belongs to " enhancement mode ".
In the NGCC framework, CTI 103 can unify queuing to real-time (voice, video, Web chat etc.) and non real-time calling (note, Email, FAX etc.), and determines how to be dispensed to attend a banquet according to comprehensive queuing policy.And traditional CT I equipment only provides the voice queuing capability.For example, when handling broadband services, CTI equipment can be handled video, multilingual call request priority allocation according to type of call to having attending a banquet of corresponding technical ability group.
SoftACD is after CTI sends route requests, and under CTI control, SoftACD is initiated to voice or the video media passage of IVR and sets up request, after the IVR response request, through the control of SoftACD, sets up voice or video media passage between user and IVR.Repeatedly calling control therebetween changes equal incident form and reports to CTI through standard interface.After setting up media channel between user and IVR, IVR welcomes short-movie etc. to the user terminal displaying video.When user key-press was selected manual service, IVR detected the user key-press input, stops current video playback, will call out control and be transferred to CTI.No-trunk as the video seat, then CTI will call out control once more through SoftACD and give IVR, by IVR to user's displaying video queuing short-movie (as advertisement, beautiful landscape, news film etc.).Seat is arranged after the free time, CTI issues request to SoftACD, calls out speech channel and is forwarded to specific seat, after SoftACD receives operation requests, gives the CTI reported event, by the changed course of SoftACD control carrying out Media Stream, sets up user and seat operator's video channel.
IVR/MS 104, as the running environment of automatic service, are in the business support layer of NGCC together with CTI equipment 103, be responsible for the parsing and the execution of automatic service logic, and media resource abilities such as TTS, ASR, fax are provided.IVR 104 supports VXML2.0+, can dynamically download the automatic service script from AS 107, and resolve and carry out.Can only the support voice professional automatic flow of existing IVR has increased multimedia service tenabilities such as video newly, and has supported VXML2.0+, can finish dynamic download automatic service script, originally all can't realize these functions.Except that voice, fax, other all belongs to the scope of broadband services Capability Requirement as video push, Web page push, number hundred robots (based on the man-machine information interaction system of the MSN of Microsoft exploitation) etc.
Except above three nucleus equipments, NGCC has also given other network element device some new characteristics simultaneously.As, Agent 106 also requires it that unified interface of attending a banquet, unified search engine, unified application programming interfaces can be provided except that the processing of being responsible for manual service; AS 107 and Multi-AS 107 should set up uniform data model except that service logic is provided, possess the ability of visit this locality or far-end DB etc., lay the foundation for NGCC the whole network is interconnected.
Embodiment of the invention a new generation call center (NGCC) shown in Figure 2 vertically can be divided into four layers, and referring to shown in Figure 3, the NGCC architecture is network layer, service access layer, business support layer and service application layer from bottom to top successively.Be interface all between each layer, make each layer relatively independent, realized the loose coupling of internal system, improved the flexibility on the platform building network with standard agreement or unified API.
Network layer has contained three big backbone network: PSTN, NGN/3G, the Internet, is respectively fixed network, NGN and internet user independently access service is provided
The service access layer, as the unified inlet at bottom bearer network access call center, to the access means to multiple medium type and different bandwidth demand are provided down, on shielded the complexity of bottom-layer network.
The business support layer is responsible for the control to route, and the scheduling and the distribution of artificial and automatic resource, is the core key-course of whole call center.
The service application layer of the superiors is suppliers of service logic, simultaneously also in the third party perhaps service provider (CP/SP) open interface constantly expand new business.
Interface between each equipment of NGCC all satisfies open requirement, wherein A, D interface are as the voice platform of NGCC and the intercommunication bridge between the business platform, the raising of its standardization level makes operator have the flexibility and the autonomy of height more in platform construction and business development.As shown in Figure 2, each interface to embodiment of the invention a new generation call center describes
The A interface: the A interface is between CTI equipment 103 and seat 106, its transport layer protocol adopts TCP/IP to realize the reliable transmission of message, provide to the application software of seat 106 with dynamic link libraries or control mode by CTI equipment 103, so that seat 106 system calls or integrated.The A interface can be realized multimedia service functions, mainly provides the calling between seat 106 and the CTI equipment 103 to control required application programming interfaces such as service, quality inspection service and seat 106 and formation service etc. and dependent event etc.
B interface between B interface: IVR/MS 104 and the CTI equipment 103 mainly provides calls out required application program operation such as control, call data.B interface has defined 9 kinds of method functions: initialization communication bottom (IvrSignIn), withdraw from communication bottom (IvrSignOut), event notice function (IvrGetEvent), send call request Indication message (IvrAnswer) for CTI equipment 103, query call data (IvrQueryCallData), call data (IvrSetCallData) are set, request route (1vrRequestRouting), switch call (IvrAlternateCall), discharge connection request (IvrClearConnection).
C interface: Agent 106 is to AS 107 request applied logic and business datums by C interface.Existing is the CS framework mostly, and what the embodiment of the invention adopted is the BS framework, and HTTP+SOAP mode opening is stronger; CS be CS be exactly client and servers be exactly the client-server pattern; BS be exactly browers and servers be exactly browser and server mode.
D interface: D interface is between IVR/MS 104 and AS 107, and for ease of the realization of cross-platform business, the D interface of NGCC definition adopts HTTP carrying VoiceXML service profile, script file, voice document, and it is to the not constraint of bottom physical link.Automatic service is by providing VXML script at AS 107, and IVR 104 calls execution, realizes automated voice services;
According to the demand of call center to facsimile service, in the D interface complementary definition to the tenability of facsimile service, expanded the OBJECT label of supporting the fax ability, it belongs to FormItem, possesses every attribute of Form Item and carries out principle.
D interface is as follows to the complementary definition of facsimile service:
Definition: classid=" method: //function/fax " represent that this OBJECT realizes facsimile function, this OBJECT belongs to Form Item, possesses every attribute of Form Item and carries out principle.
Describe: the label of fax ability is not provided in the VXML language, defines facsimile function voluntarily.
Parameter-definition: ginseng is shown in Table 1
| Parameter name | Type | Explanation |
| Texturl | String (1-200) supports expression formula (essential) | The url address of fax text |
| Attachurl | String (1-200) supports expression formula (optional) | The url address of fax annex |
Table 1
Return value:
Success: fax successfully
Failure: fax failure
For example:
<object?name＝″myfax″classid＝″method://function/fax″>
<param?name＝″texturl″value＝″http://fax/user1.txt″/>
<param?name＝″attachurl″value＝″http://fax/user2.doc″/>
<filled>
<if?cond＝″myfax＝＝′success″′>
＜assign name=" result " expr=" ' success " '/〉
<elseif?cond＝″myfax＝＝′failure″′>
＜assign name=" result " expr=" ' failure " '/〉
</if>
</filled>
</object>
</fax>
<subdialog?name＝″process_report″src＝″../process/faxprocess.jsp″
namelist＝″result″>
<filled>
<submit?next＝″../process_exit.vxml″/>
</filled>
</subdialog>
E interface: CTI equipment 103 is with sound pick-up outfit, dial strategic server (OBS outward, Outbound Server), the interface between the multimedia gateway is referred to as E interface, unified API internally is provided, supports the calling access and the data delivery service of multiple medium type respectively.At present, fields such as Web Chat, Email, character message, multimedia message, outer group service have been covered.
E interface mainly is divided into three kinds of recording accesses, OBS interface, multimedia access interface.
Recording access comprises 4 kinds of methods: recording initialization (RecordInit), recording are withdrawed from (RecordExit), begin to record (BeginRecord), are stopped to record (StopRecord)
The OBS interface comprises 8 kinds of methods: OBS initialization (OBSRecordInit), OBS withdraw from (OBSExit), the quantity of attending a banquet (QueryAgentBySkillName) of breathe out (CallOutside), two-stage dialing (SendDTMF), inquiry technical ability group, call data (SetCallData), query call data (QueryCallData), CTI time (SynchronizeCTITime) synchronously are set.
The multimedia access interface comprises 5 kinds of methods: multimedia initialization (Multimedialnit), multimedia withdraw from (MultimediaExit), call out to arrive (RequestMultimediaAnswer), the multimedia gateway of CTI call out reply message (CTIToGW), to multimedia outgoing call (CallGW).
107 of F interface: AS support local and two kinds of database access modes of far-end by F interface visit DB 108, are convenient to share with the realization whole network data difference of maskable disparate databases version, the difference of shielding underlying database, improving safety energy.
Original interface can only be realized local data base visit, and the content of inquiry also only limits to number information, now by adopting search engine technique to realize the strange land access of database, and can realize the inquiry of non-number information.Because original each province data structure difference can't shield underlying database difference, realize the uniform data inquiry, now adopt F interface, utilize search engine technique to realize unified database visit and inquiry.Local data base uploads to local number hundred search engine front servers to data message FTP; National centre's interface server is got local data by FTP to local number hundred search engine front servers, and data are put in storage.
Original interface is generally developed at the certain database type by the business development merchant, and provide with the form of privately owned interface, the degree of coupling height of this method and database, explorative poor, compatible low, for the software development of call center and system upgrade etc., make it be subject to relevant manufacturer, and differences such as the type of database, version.Therefore, platform construction is difficult to satisfy fast-changing market demands.A new generation call center is when realizing the operation layer accessing database, the application programming interfaces that storing process on the not direct accessing database or database provide, but the unified approach that the F interface of access open provides realizes the retrieval and the retouching operation of data, bear towards concrete difference such as the type of underlying database and version by the middleware that F interface is provided, alleviate the complexity of business development side, improved system compatibility.Therefore, the popularization of F interface brings great convenience to realizing that strange land, heterogeneous database information resources are shared.
G interface: be to be mainly used in the interface that multimedia functions such as comprising multimedia message, WEB is provided.Multimedia GW 102 can provide standard agreement (G interface) to external server (for example multimedia message server, Web server) according to the difference of concrete type of service, for example, and MM7, PAP etc.
Below the preferable implementation based on the automatic service implementation method of NGCC of the present invention system is described.
Referring to shown in Figure 4,, comprising based on the manual service call flow of NGCC of the present invention system at common broadband or narrow band service:
Step 401, the user makes a call, and soft switch (SS) sends Invite message to SoftACD.
Step 402, SoftACD sends route requests incident EvtRouteRequest to CTI.
Step 403, CTI selects route and loopback Route Selection incident to give SoftACD.
Step 404, SoftACD sends and transmits the EvtDelivered incident to CTI.
Step 405, CTI sends the acknowledges requests incident to seat.
Step 406, seat is replied, and CTI is given in the return response request, carries media type parameter in the acknowledges requests, defaults to voice.
Step 407, CTI sends the incident of replying successfully.
Step 408, SoftACD sends Invite message to the soft PHONE of seat.
Step 409, the soft PHONE loopback of seat ALERTING message.
Step 410, SoftACD loopback ALERTING message is given soft switch.
Step 411, seat send 200OK message to SOFTACD.
Step 412, SOFTACD send 200OK message to soft switch.
Step 413, soft switch back response message is to SOFTACD.
Step 414, SOFTACD back response message is to seat.
Step 415, after user and seat were set up conversation, seat sent data request information according to customer requirements to application server.
Step 416, application server echo back data request-reply message.
Referring to shown in Figure 5, by VXML mode automatic service realization flow, comprising based on NGCC of the present invention system:
Step 502, SoftACD sends route requests incident EvtRouteRequest to CTI.
Step 511, SOFTACD loopback ACK message is to IVR.
Step 512, IVR replys, and user and IVR set up path.
Step 513, IVR calls the service scenario among the AS.
Step 516-523. end of conversation discharges speech channel.
Description of the invention is in order to provide for the purpose of example and the explanation, and is not exhaustively or limit the invention to disclosed form.Many modifications and variations are obvious for the ordinary skill in the art.Selecting and describing embodiment is for better explanation principle of the present invention and practical application, thereby and makes those of ordinary skill in the art can understand the various embodiment that have various modifications that the present invention's design is suitable for special-purpose.
Claims (22)
1. call center of new generation NGCC system, comprise automatic call distribution ACD equipment (101), computer telephony integration (CTI) equipment (103), interactive voice response system IVR (104), seat Agent (106), application server AS (107) and database D B (108), it is characterized in that
Described ACD equipment (101) is used for comforting oneself in the future, narrowband network, and the call request of different signaling protocols is mapped as unified call event, will unify call event and report CTI equipment (103) by standard, open interface agreement; And under the control of CTI equipment (103), finish the control and treatment of the voice or the video multimedia passage of calling;
Described CTI equipment (103) is used for that the calling that reports is inserted request and strengthens queuing and route control, and seat (106), IVR (104) are carried out unified scheduling and management;
Described IVR (104) is used for the parsing and the execution of automatic service logic, and the media resource ability is provided.
2. system according to claim 1 is characterized in that, this system also comprises:
Multimedia gateway Multi-Media GW 102 is connected with external server by G interface, is connected with CTI equipment (103) by E interface, and CTI equipment (103) provides the calling access and the data passes of multimedia type by E interface.
3. system according to claim 2 is characterized in that, described CTI equipment (103) also with sound pick-up outfit, dial strategic server OBS outward and be connected by E interface.
4. system according to claim 1 is characterized in that, described ACD equipment (101) also is used to provide the broadcast of basic signaling-information, and DTMF collects the digits, meeting bridge function;
5. according to claim 1 or 4 described systems, it is characterized in that, described ACD equipment (101) also comprises: the maintenance management module as the operation-interface of system management and maintenance, is used for the maintenance management to ACD equipment (101) parameter configuration, system monitoring, signaling tracing.
6. system according to claim 1, it is characterized in that, described CTI equipment (103) is supported according to seat (106) State Selection strategy, according to the preference strategy of customer information with according to the preference strategy of seat (106) grade of skill, and can be adjusted queuing policy automatically according to technical ability group, call queuing situation, time/date etc.
7. according to claim 1 or 6 described systems, it is characterized in that described CTI equipment (103) further is handed down to lower floor's access device by the resource identification number with route target, the resource identification number must be corresponding one by one with seat (106)/IVR (104); CTI equipment (103) is finished seat (106) and IVR/MS (104) resource port is monitored, safeguarded and distribute according to the variety of event that seat (106) or IVR (104) equipment report.
8. according to claim 1 or 6 described systems, it is characterized in that, described CTI equipment (103) completion queue processing procedure comprises: ACD equipment (101) is after CTI equipment (103) sends route requests, under CTI equipment (103) control, ACD equipment (101) is initiated to voice or the video media passage of IVR (104) and sets up request, after IVR (104) response request, voice or video media passage are set up in the control through ACD equipment (101) between user and IVR (104); Repeatedly calling control variation therebetween all reports to CTI equipment (103) with the incident form through standard interface; After setting up media channel between user and IVR (104), IVR (104) welcomes short-movie to the user terminal displaying video; When user key-press was selected manual service, IVR (104) detected the user key-press input, stops current video playback, will call out control and be transferred to CTI equipment (103); No-trunk as the video seat, then CTI equipment (103) will be called out control once more through ACD equipment (101) and give IVR, by IVR (104) to user's displaying video queuing short-movie; Seat is arranged after the free time, CTI equipment (103) issues request to the automatic call distribution SoftACD of software equipment, call out speech channel and be forwarded to specific seat, after ACD equipment (101) is received operation requests, give CTI equipment (103) reported event, by the changed course of ACD equipment (101) control carrying out Media Stream, set up user and seat operator's video channel.
9. system according to claim 8, it is characterized in that, described SofACD equipment is comforted oneself in the future, in the narrowband network, the call request of different signaling protocols is mapped as unified call event process and comprises: the standard time that the different signaling protocol message maps that will receive are CSTA II reports CTI equipment.
10. system according to claim 1 is characterized in that, described Agent (106) also provides the unified interface of attending a banquet, unified search engine, unified application programming interfaces.
11. system according to claim 1 is characterized in that, described AS (107) also possesses the ability of visit this locality or far-end DB.
12. system according to claim 1 is characterized in that, described IVR (104) can also adopt media server MS (104); Described AS (107) can also adopt multimedia AS (107).
13. system according to claim 1 is characterized in that, adopts the A interface communication that can finish multimedia service functions between described CTI equipment (103) and the seat (106).
14. system according to claim 1 is characterized in that, further adopts B interface to communicate by letter between IVR/MS (104) and the CTI equipment (103), this B interface provides to be called out required application programs such as control, call data and operates; B interface has defined 9 kinds of method functions: initialization communication bottom IvrSignIn, withdraw from communication bottom IvrSignOut, event notice function IvrGetEvent, send call request Indication message I vrAnswer, query call data I vrQueryCallData for CTI equipment (103), call data IvrSetCallData is set, request route IvrRequestRouting, switch call IvrAlternateCall, discharge connection request IvrClearConnection.
15. system according to claim 1 is characterized in that, adopts C interface to communicate by letter between described Agent (106) and the AS (107), C interface adopts browser and server Mode B S framework.
16. system according to claim 1 is characterized in that, adopts D interface to communicate by letter between described IVR (104) and the AS (107), D interface adopts HTTP carrying VoiceXML service profile, script file, voice document; Automatic service is by providing VXML script at AS (107), and IVR (104) calls execution, realizes automated voice services;
Tenability to facsimile service also is provided in the D interface, has expanded the OBJECT label of supporting the fax ability.
17. system according to claim 1 is characterized in that, described AS (107) is then by F interface visit DB (108), F interface is supported local and two kinds of database access modes of far-end, the difference of shielding disparate databases version, the difference of shielding underlying database, improving safety energy.
18., it is characterized in that in described wide, the narrowband network, different signaling protocols are SIP, ISUP according to any described system of claim 1 to 17.
19., it is characterized in that the control and treatment of the voice of described calling or video multimedia passage comprises: switching, maintenance, consulting, tripartite talks according to any described system of claim 1 to 17.
20., it is characterized in that described media resource ability comprises: fax automatic typesetting TTS, receive and dispatch ASR, fax automatically according to any described system of claim 1 to 17.
21. the implementation method of a call center of new generation automatic service is characterized in that, comprising:
A, the user makes a call, and soft switch SS sends Invite message to automatic call distribution ACD equipment;
B, ACD equipment send the route requests incident to computer telephony integration (CTI) equipment;
C, CTI choice of equipment route and loopback Route Selection incident are given ACD equipment;
D, ACD equipment sends the CTI equipment that communicates events to;
E, CTI equipment send the acknowledges requests incident to seat;
F, seat is replied, and CTI equipment is given in the return response request, carries media type parameter in the acknowledges requests, defaults to voice;
G, CTI equipment sends the incident of replying successfully;
H, ACD equipment send Invite message to the soft PHONE of seat;
I, the soft PHONE loopback of seat ALERTING message;
J, ACD equipment loopback ALERTING message is given soft switch;
K, seat send 200OK message to the automatic call distribution SOFTACD of software equipment;
L, ACD equipment send 200OK message to soft switch;
M, soft switch back response message is to ACD equipment;
N, ACD equipment back response message is to seat;
O, after user and seat were set up conversation, seat sent data request information according to customer requirements to application server;
P, application server echo back data request-reply message.
22. method according to claim 21 is characterized in that, this method further comprises the automatic service realization flow:
The user makes a call, and soft switch sends Invite message to SoftACD;
SoftACD sends route requests incident EvtRouteRequest to CTI;
CTI selects route and loopback Route Selection message to give SoftACD;
CTI sends event notice function IvrGetEvent incident to interactive voice response system IVR, carries parameters such as calling number, called number in the incident;
SoftACD sends Invite message to IVR;
IVR loopback 180Ring message is to SoftACD;
SoftACD loopback 180Ring message is to soft switch;
IVR loopback 200OK message is to SoftACD;
SoftACD loopback 200OK message is to soft switch;
Soft switch loopback ACK message is to SOFTACD;
SoftACD loopback ACK message is to IVR;
IVR replys, and user and IVR set up path;
IVR calls the service scenario in the application server AS;
AS loopback script calls replys;
IVR carries the call data parameter to CTI invoke user data among the query call data I vrQueryCallData, and user and IVR carry out alternately;
End of conversation discharges speech channel.
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| CN2007101881389A CN101150419B (en) | 2007-11-12 | 2007-11-12 | A new generation call center system and automatic service realization method |
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| CN2007101881389A CN101150419B (en) | 2007-11-12 | 2007-11-12 | A new generation call center system and automatic service realization method |
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