CN101510923B - Method and system for implementing interactive voice response business - Google Patents
Method and system for implementing interactive voice response business Download PDFInfo
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- CN101510923B CN101510923B CN200910105830XA CN200910105830A CN101510923B CN 101510923 B CN101510923 B CN 101510923B CN 200910105830X A CN200910105830X A CN 200910105830XA CN 200910105830 A CN200910105830 A CN 200910105830A CN 101510923 B CN101510923 B CN 101510923B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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Abstract
The invention discloses a method and a system for achieving an interactive voice response business, wherein, the method comprises: a received request message is transmitted to a flow controller by a business logic execution module; a business operation number and operation property corresponded with the number are obtained by the flow controller through looking up an upper lookup table thereof based on the request message, which are then transmitted to a flow resolver; the received business operation number and the operation property corresponded with the number are analyzed by the flow resolver to obtain data which are in accordance with a prescribed form; corresponded operations are executed by the business control point unit based on the data which are in accordance with the prescribed form. The system comprises a business logic execution module, a flow controller and a flow resolver. The method and the system for achieving an interactive voice response business can effectively reduce code quantity of the business and overcome the shortcoming of poor flexibility.
Description
Technical field
The present invention relates to the implementation method and the system of implementation method and system, the especially interactive voice response business of IN service.
Background technology
Since the notion of intelligent network proposes, intelligent network can provide characteristics such as business, centralized data management, arrangement convenience be flexible fast with it, developed rapidly, especially its SIB (Service-IndependentBuilding Block of proposing, the independent of service group) notion, greatly simplified the exploitation of new business, provided the foundation for realizing each series intelligent service flexibly, apace.
Yet, development along with IN service, professional function from strength to strength, complexity is also more and more higher, and the number that direct performance is exactly SIB in the business is more and more, so, technical problem to be solved by this invention is, a kind of implementation method and system of interactive voice response business are provided, can have reduced professional size of code effectively, overcome the shortcoming of very flexible.
Use the professional weakness of traditional intelligence net mode exploitation then to begin to come out, mainly show following some: 1, safeguard the difficulty that becomes: because the professional SCE of use (Service Creation Environment, the business development environment) uses graphic interface mostly, along with being on the increase of SIB number, business becomes and more and more is difficult to safeguard; 2, code redundancy: the most personalized requirement of IN service is many, and the demand of each operator has nothing in common with each other, and the Development characteristics of SCE is difficult to multiplexing existing function code, causes a large amount of redundant codes; 3, very flexible: because professional flow process, must be finished by the mode of modification code in case flow process changes all by finishing with the mode hard coded of line in SCE.
Summary of the invention
Technical problem to be solved by this invention is, a kind of implementation method and system of interactive voice response business is provided, and can reduce professional size of code effectively, overcome the shortcoming of very flexible.
For solving the problems of the technologies described above, the bright implementation method that proposes a kind of interactive voice response business of this law does not comprise under the sound prompt function situation having:
Step 1, service logic Executive Module send to process controller with the request message that receives;
Step 2, described process controller obtain business operation numbering and the corresponding operational attribute of this numbering according to the request message that receives by the look-up table of searching on it, and business operation numbering and the corresponding operational attribute of this numbering are sent to the flow process resolver;
Step 3, described flow process resolver are resolved the business operation numbering and the corresponding operational attribute of this numbering that receive, obtain meeting the data of predesignating form;
Corresponding operating is carried out according to the described data of predesignating form that meet in step 4, service control point unit; Perhaps,
Comprise having under the sound prompt function situation:
Step a, service logic Executive Module send to process controller with the triggering request that receives;
Step b, described process controller send message notifying to the operation exchange dot element and connect tone playing equipment;
After step c, described operation exchange dot element are connected to described tone playing equipment, send the ready message of tone playing equipment, request indication playback;
Steps d, described process controller obtain playback operation numbering and playback operation attribute according to the solicited message that receives by the look-up table of searching on it, and playback operation numbering and playback operation attribute are sent to the flow process resolver;
Step e, described flow process resolver are resolved the playback operation numbering and the playback operation attribute that receive, obtain meeting the data of predesignating form;
Step f, described tone playing equipment root are dug playback information that described flow process resolver resolves comes out and are carried out playback and collect the digits.
Before described step a or step 1, comprise, judge user's business of triggering type, if the type of service of sound prompt function is arranged, execution in step a then, if there is not the type of service of sound prompt function, then execution in step 1.
Also comprise between step a and b: described flow process resolver sends the request of report registered events by described service logic Executive Module to described operation exchange dot element.
In addition, the invention allows for a kind of interactive voice response business system, comprise the service control point unit, described service control point unit comprises the service logic Executive Module, and process controller and flow process resolver are wherein, described
The service logic Executive Module, the request message that is used for receiving sends to described process controller, and is used for carrying out corresponding operation according to the data of predesignating form meeting of described flow process resolver;
Process controller is used for obtaining business operation numbering and the corresponding operational attribute of this numbering according to the solicited message that receives by the look-up table of searching on it, and business operation numbering and the corresponding operational attribute of this numbering is sent to described flow process resolver;
The flow process resolver is used for the business operation numbering and the corresponding operational attribute of this numbering that receive are resolved, and obtains meeting the data of predesignating form.
Described process controller comprises look-up table, and described look-up table comprises service logic flow table and service logic mark sheet; Described service logic flow table is used for the Action number of storage service; The service logic mark sheet is used for storing the operational attribute of each Action number correspondence of described service logic flow table.
The described data of predesignating form that meet specifically are the discernible data in service control point unit.
Described system also comprises operation exchange dot element and tone playing equipment; Described operation exchange dot element is used for user's solicited message is sent to described service logic Executive Module; Tone playing equipment is used for communicating with described operation exchange dot element, finishes playback, function collects the digits.
Compared to prior art, the present invention is resolved into flow process resolver and process controller two large divisions with the IVR operation system, and the flow process resolver can remain unchanged as a rule, and process controller can need be configured in the root pick, therefore significantly reduce the code of bulk redundancy in the IVR flow process, make most IVR flow process, can realize by the configuration flow controller.
Description of drawings
Fig. 1 is an IVR operation system block diagram of the present invention.
Fig. 2 is the IVR service implementation method flow chart that the present invention does not have sound prompt function.
Fig. 3 is the IVR service implementation method flow chart that the present invention has sound prompt function.
Embodiment
Below in conjunction with the drawings and specific embodiments technical scheme of the present invention is described in further detail:
Fig. 1 is an IVR operation system block diagram of the present invention, and IVR business (Interactive Voice Response, interactive voice response business) system comprises SSP, tone playing equipment and SCP, wherein
SSP (Service Switching Point, operation exchange dot element) is used for user's solicited message is sent to SCP;
Tone playing equipment is used for communicating with described SCP, finishes playback, function collects the digits;
SCP (Service Control Point, service control point unit) comprises service logic Executive Module, process controller and flow process resolver, and is wherein, described
The service logic Executive Module, the request message that is used for receiving sends to described process controller, and is used for carrying out corresponding operation according to the described data of predesignating form that meet of described flow process resolver;
Process controller is used for obtaining business operation numbering and the corresponding operational attribute of this numbering according to the solicited message that receives by the look-up table of searching on it, and business operation numbering and the corresponding operational attribute of this numbering is sent to described flow process resolver;
The flow process resolver is used for the business operation numbering and the corresponding operational attribute of this numbering that receive are resolved, and obtains meeting the data of predesignating form.
Described process controller comprises:
(1) service logic flow table: be used for the Action number of storage service.
Such as, numbering 1: give user's playing alert tones, collect press key message sent by user;
Numbering 2: open the note set meal;
(2) service logic mark sheet: be used for storing the action attributes under the reference numeral.
Such as, numbering 1 has been stored: the attribute of playback, the operation that collects the digits, comprise how sound number, the number of variable announcement, the type of each variable announcement, the variable part of stationary tone obtains, and the position that whether will collect the digits, collect the digits is long, end mark etc.; Numbering 2 has been stored: the numbering of the set meal that need open, the address of sms center etc.
Service logic flow table in the process controller, service logic mark sheet can write different records according to the demand of IVR, and when operation flow was revised, the record that can only revise in these two tables got final product, thereby have significantly reduced the exploitation of duplicated code.
Embodiment one
Fig. 2 is the IVR service implementation method flow chart that the present invention does not have sound prompt function, and concrete grammar is as follows:
Step 1, service logic Executive Module receive user's request message through the operation exchange dot element, and the co-current flow range controller is transmitted this request message;
Step 2, process controller are searched the corresponding business Action number according to described request message from professional flow table, search the operational attribute under this numbering then from professional mark sheet, and send to the flow process resolver;
Step 3, described flow process resolver are resolved the business operation numbering and the corresponding operational attribute of this numbering that receive, obtain meeting the data of predesignating form;
The data of predesignating form are the discernible data of described service logic Executive Module.
Corresponding operating is carried out according to the described data of predesignating form that meet in step 4, service control point unit.
Embodiment two
Fig. 3 is the IVR service implementation method flow chart that the present invention has sound prompt function, and concrete grammar is as follows:
Step 1, service logic Executive Module receive user's service trigger request message through SSP, and the co-current flow range controller is transmitted this service trigger request message;
SSP can connect subscriber equipment, speech ciphering equipment and flow process resolver.
Step 2, flow process resolver send the request of report registered events by the service logic Executive Module to SSP;
SSP can receive the various information from the user, and according to the report registered events request that the flow process resolver sends, the information that needs are reported sends to the flow process resolver.
Step 3, flow process resolver send message notifying SSP by the service logic Executive Module and connect tone playing equipment;
After step 4, SSP are connected to tone playing equipment, send the ready message of tone playing equipment, request indication playback;
Step 5, flow process resolver send to process controller and read request, obtain the information of playback;
After step 6, process controller receive that this reads request, search the playback operation numbering the operation flow table from process controller, search the playback operation attribute under this numbering then the service feature table from process controller, and send to the flow process resolver;
Step 7, flow process resolver are resolved receiving playback operation numbering and playback operation attribute, and are sent message through SSP to tone playing equipment;
More than be that the user triggers the IVR business, the IVR business below is system carries out the IVR business according to service request from user a step to the step that the user provides voice operating to point out.
The IVR business that step 8, user select needs to carry out according to the operation indicating of playback is carried out button operation;
Step 9, SSP receive service request from user backward current journey resolver report user's button result;
Step 10, flow process resolver are received user's button result, send to process controller and read request, obtain the numbering and the operational attribute of business operation;
After step 11, process controller receive that this reads request, search the business operation numbering in the operation flow table on process controller, search the business operation attribute under this numbering then in the service feature table on process controller, and send to the flow process resolver;
Step 12, flow process resolver are resolved the business operation numbering and the corresponding operational attribute of this numbering that receive, obtain the discernible data of service logic Executive Module;
Corresponding operating is carried out according to described data in step 13, service control point unit.
The present invention comes out the contents extraction of these general character, realize with SCE, and with the content of those differences, as the sound of each playback number, the position that collects the digits is long, end key, carry out the changing units such as operation that need carry out after collecting the digits, the mode by configuration realizes, thereby can realize the IVR flow process more neatly, make that also a large amount of certain operations (collecting the digits as playback) that repeat greatly reduce in the original IVR flow process, significantly reduce the size of code of business.
Certainly; the present invention also can have other various embodiments; under the situation that does not deviate from spirit of the present invention and essence thereof; those of ordinary skill in the art work as can make various corresponding changes and distortion according to the present invention, but these corresponding changes and distortion all should belong to the protection range of the appended claim of the present invention.
Claims (7)
1. the implementation method of an interactive voice response business is characterized in that, comprises under the sound prompt function situation not having:
Step 1, service logic Executive Module send to process controller with the request message that receives;
Step 2, described process controller obtain business operation numbering and the corresponding operational attribute of this numbering according to the request message that receives by the look-up table of searching on it, and business operation numbering and the corresponding operational attribute of this numbering are sent to the flow process resolver;
Step 3, described flow process resolver are resolved the business operation numbering and the corresponding operational attribute of this numbering that receive, obtain meeting the data of predesignating form;
Corresponding operating is carried out according to the described data of predesignating form that meet in step 4, service control point unit; Perhaps,
Comprise having under the sound prompt function situation:
Step a, service logic Executive Module send to process controller with the triggering request that receives;
Step b, described process controller send message notifying to the operation exchange dot element and connect tone playing equipment;
After step c, described operation exchange dot element are connected to described tone playing equipment, send the ready message of tone playing equipment, request indication playback;
Steps d, described process controller obtain playback operation numbering and playback operation attribute according to the solicited message that receives by the look-up table of searching on it, and playback operation numbering and playback operation attribute are sent to the flow process resolver;
Step e, described flow process resolver are resolved the playback operation numbering and the playback operation attribute that receive, obtain meeting the data of predesignating form;
The playback information that step f, described tone playing equipment come out according to described flow process resolver resolves is carried out playback and is collected the digits.
2. in accordance with the method for claim 1, it is characterized in that, before described step a or step 1, comprise, judge user's business of triggering type, if the type of service of sound prompt function is arranged, execution in step a then, if there is not the type of service of sound prompt function, then execution in step 1.
3. in accordance with the method for claim 1, it is characterized in that, between step a and b, also comprise:
Described flow process resolver sends the request of report registered events by described service logic Executive Module to described operation exchange dot element.
4. an interactive voice response business system comprises the service control point unit, and described service control point unit comprises the service logic Executive Module, it is characterized in that, described service control point unit also comprises process controller and flow process resolver, and is wherein, described
The service logic Executive Module, the request message that is used for receiving sends to described process controller, and is used for carrying out corresponding operation according to the data of predesignating form meeting of described flow process resolver;
Process controller is used for obtaining business operation numbering and the corresponding operational attribute of this numbering according to the solicited message that receives by the look-up table of searching on it, and business operation numbering and the corresponding operational attribute of this numbering is sent to described flow process resolver;
The flow process resolver is used for the business operation numbering and the corresponding operational attribute of this numbering that receive are resolved, and obtains meeting the data of predesignating form.
5. according to the described system of claim 4, it is characterized in that described process controller comprises look-up table, described look-up table comprises service logic flow table and service logic mark sheet; Described
The service logic flow table is used for the Action number of storage service;
The service logic mark sheet is used for storing the operational attribute of each Action number correspondence of described service logic flow table.
6. according to the described system of claim 4, it is characterized in that the described data of predesignating form that meet specifically are the discernible data in service control point unit.
7. according to the described system of claim 4, it is characterized in that described system also comprises operation exchange dot element and tone playing equipment; Described
The operation exchange dot element is used for user's solicited message is sent to described service logic Executive Module;
Tone playing equipment is used for communicating with described operation exchange dot element, finishes playback, function collects the digits.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200910105830XA CN101510923B (en) | 2009-02-26 | 2009-02-26 | Method and system for implementing interactive voice response business |
| PCT/CN2009/073738 WO2010096979A1 (en) | 2009-02-26 | 2009-09-03 | Method and system for enabling interactive voice response service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200910105830XA CN101510923B (en) | 2009-02-26 | 2009-02-26 | Method and system for implementing interactive voice response business |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN101510923A CN101510923A (en) | 2009-08-19 |
| CN101510923B true CN101510923B (en) | 2011-12-28 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN200910105830XA Expired - Fee Related CN101510923B (en) | 2009-02-26 | 2009-02-26 | Method and system for implementing interactive voice response business |
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| Country | Link |
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| CN (1) | CN101510923B (en) |
| WO (1) | WO2010096979A1 (en) |
Families Citing this family (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101753734A (en) * | 2008-12-18 | 2010-06-23 | 华为技术有限公司 | IVR business processing method, device and system based on CSTA |
| CN101510923B (en) * | 2009-02-26 | 2011-12-28 | 中兴通讯股份有限公司 | Method and system for implementing interactive voice response business |
| CN103530113B (en) * | 2013-09-18 | 2016-08-03 | 国云科技股份有限公司 | A kind of software and hardware framework integration system and operation method |
| CN105376430A (en) * | 2014-08-18 | 2016-03-02 | 方正国际软件(北京)有限公司 | Interactive voice response processing method, device and system |
| CN109040483B (en) * | 2018-08-30 | 2021-03-02 | 携程旅游信息技术（上海）有限公司 | Call center IVR flow determination method, system, equipment and storage medium |
| CN111026364A (en) * | 2019-10-29 | 2020-04-17 | 云知声智能科技股份有限公司 | Logic diagram making skill based method and device |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP0873028A1 (en) * | 1997-04-09 | 1998-10-21 | Telefonaktiebolaget Lm Ericsson | A control type or service independent building block |
| CN101001398A (en) * | 2007-01-17 | 2007-07-18 | 华为技术有限公司 | Method, system and equipment of remote service logical calling access SCP control logic |
Family Cites Families (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| FI106988B (en) * | 1997-05-16 | 2001-05-15 | Nokia Networks Oy | Realization of service-independent design elements |
| CN1315082C (en) * | 2001-03-28 | 2007-05-09 | 华为技术有限公司 | Multi-speech prompting method for intelligent network |
| CN101005541B (en) * | 2006-12-25 | 2011-04-20 | 华为技术有限公司 | Voice playing method, system and SCP and IP for support multiple coins |
| CN101510923B (en) * | 2009-02-26 | 2011-12-28 | 中兴通讯股份有限公司 | Method and system for implementing interactive voice response business |
-
2009
- 2009-02-26 CN CN200910105830XA patent/CN101510923B/en not_active Expired - Fee Related
- 2009-09-03 WO PCT/CN2009/073738 patent/WO2010096979A1/en active Application Filing
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP0873028A1 (en) * | 1997-04-09 | 1998-10-21 | Telefonaktiebolaget Lm Ericsson | A control type or service independent building block |
| CN101001398A (en) * | 2007-01-17 | 2007-07-18 | 华为技术有限公司 | Method, system and equipment of remote service logical calling access SCP control logic |
Also Published As
| Publication number | Publication date |
|---|---|
| CN101510923A (en) | 2009-08-19 |
| WO2010096979A1 (en) | 2010-09-02 |
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