CN101753733B - Message processing method, system and device in interactive voice response procedure - Google Patents
Message processing method, system and device in interactive voice response procedure Download PDFInfo
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- CN101753733B CN101753733B CN200810227916.5A CN200810227916A CN101753733B CN 101753733 B CN101753733 B CN 101753733B CN 200810227916 A CN200810227916 A CN 200810227916A CN 101753733 B CN101753733 B CN 101753733B
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Abstract
The embodiment of the invention discloses a message processing method in an interactive voice response (IVR) procedure, the method comprises: after the IVR opposite-end system receives the user request message from the IVR system, the information is selected from the information included in the user request message and/or the processing result information of the user request message and is used as history mutual information, and the reply message including the history mutual information is sent to the IVR system; after the IVR system receives the reply message, the user request message including the history mutual information is sent to the IVR opposite-end system. The embodiment of the invention also discloses a message processing system and device of IVR procedure. The adoption of the invention can save the system resource of the IVR, and simplify IVR business procedure, and enhance the flexibility of the IVR business.
Description
Technical field
The present invention relates to computer application field, relate in particular to message processing method, system and equipment in a kind of interactive voice answering flow.
Background technology
Interactive voice response (IVR) flow process refers to that user and IVR system carry out voice call, IVR system is submitted user's request message according to user's input to IVR peer-to-peer system, IVR peer-to-peer system carries out related service processing according to user's request message, and send a reply message to IVR system, IVR system is carried out playback according to the reply message receiving to user, notify the user IVR result of peer-to-peer system, and point out user to carry out follow-up input or notify this voice flow of user to finish.
At present, the realization of IVR voice flow has following three kinds of modes:
The first, the input of user's single, system single is submitted to, opposite end single treatment.That is: a voice flow only allows user to carry out primary information input, and user and IVR system are carried out once mutual; IVR system is submitted user's request message according to the information of user's input to IVR peer-to-peer system, IVR peer-to-peer system carries out a related service processing according to the user's request message receiving, then send a reply message to IVR system, IVR system is carried out playback according to the reply message receiving to user, notifies the result of user IVR peer-to-peer system and this voice flow to finish.
As shown in Figure 1A, adopt aforesaid way, system can only be processed the mutual business of single, and can not process repeatedly mutual business.Which is only applicable to only have the operation flow of a link, adopts this kind of mode to realize for complicated operation flow.
The second, user repeatedly inputs, and system single is submitted to, opposite end single treatment.That is: a voice flow can allow user to carry out repeatedly input information, and user and IVR system are carried out repeatedly mutual; IVR system is after user has inputted, the information of repeatedly inputting according to user is submitted user's request message to IVR peer-to-peer system, IVR peer-to-peer system carries out a related service processing according to the user's request message receiving, then send a reply message to IVR system, IVR system is carried out playback according to the reply message receiving to user, notifies the result of user IVR peer-to-peer system and this voice flow to finish.
As shown in Figure 1B, adopt aforesaid way, system can be processed repeatedly mutual business, but user obtains the feedback result of system after can only inputting the last time, can not after each input, obtain the feedback information of system, and user awareness is poor.And because IVR system need to retain information that user repeatedly inputs with according to these Information generations user request message, therefore the resource consumption of IVR system is larger.Meanwhile, in the process of repeatedly inputting user, if certain input error easily causes whole service fail, very flexible.
The third, user repeatedly inputs, and system is repeatedly submitted to, and repeatedly process opposite end.That is: a voice flow can allow user to carry out repeatedly input information, and user and IVR system are carried out repeatedly mutual; IVR system, after the each input of user, is submitted user's request message according to the information of this user's input to IVR peer-to-peer system; IVR peer-to-peer system is according to the user's request message receiving, and recorded before input message in user's request message of receiving and for the feedback information of user's request message before, carry out related service processing, and send a reply message to IVR system, IVR peer-to-peer system also needs to record input message in this user's request message receiving and the feedback information for this user's request message, receives user's request message determine when which kind of carries out processes operation and use for next IVR peer-to-peer system.IVR system is carried out playback according to the reply message that receives to user, notifies this result of user IVR peer-to-peer system, and points out user to carry out follow-up input or this voice flow finishes.
As shown in Figure 1 C, adopt aforesaid way, user all can obtain the feedback result of system after each input, and, IVR system does not need to retain the information that user repeatedly inputs, saved the resource consumption of IVR system, if certain input error of user, user can only re-enter for this error message.But employing the manner, need to consume the interactive information of a large amount of storage resources of IVR peer-to-peer system for the each user of buffer memory and system, comprise that user inputs and system feedback etc.; And, IVR peer-to-peer system in the time receiving user's request message at every turn, need to first match the interactive information having recorded being associated with this user's request message, could take related service processing according to the information in the interactive information matching and this user's request message, in the situation that a large amount of recorded informations exist, the coupling of interactive information has strengthened the processing complexity of IVR peer-to-peer system; Simultaneously, the manner can not be useful in the system architecture of load sharing, lack flexibility, because in the system architecture of load sharing, IVR system can connect multiple IVR peer-to-peer systems, because the repeatedly request of user in an operation flow may be assigned to different IVR peer-to-peer systems, makes any one IVR peer-to-peer system owing to there is no whole history mutual information of record traffic flow process, cannot carry out complete information matches, cause business normally to carry out.
To sum up, in prior art, realize that IVR operation flow exists that system resources consumption is large, system processes the problems such as the high and very flexible of complexity.
summary of the invention
The embodiment of the present invention provides message processing method, system and the equipment in a kind of IVR flow process, realizes IVR operation flow and need to consume a large amount of system resource and system and process the problem of the high and very flexible of complexity for solving prior art.
The embodiment of the present invention provides the message processing method in a kind of IVR flow process, and the method comprises:
IVR peer-to-peer system receives after the user's request message from IVR system, read service identification and command word in this user's request message, and according to the service identification of preserving and the corresponding relation of command word and history mutual information selection rule, determine service identification and history mutual information selection rule corresponding to command word in this user's request message; According to definite history mutual information selection rule, the information comprising from this user's request message and/or IVR peer-to-peer system to choosing information as history mutual information in the processing result information of this user's request message, and send the reply message that comprises described history mutual information to described IVR system;
Described IVR system receives after described reply message, sends the user's request message that comprises described history mutual information to IVR peer-to-peer system.
The embodiment of the present invention provides a kind of message handling system of IVR flow process, and this system comprises:
IVR peer-to-peer system equipment, for after the user's request message receiving from IVR system equipment, according to the service identification of preserving in advance and the corresponding relation of command word and history mutual information selection rule, determine service identification and history mutual information selection rule corresponding to command word in described user's request message; According to definite history mutual information selection rule, the information comprising from described user's request message and/or IVR peer-to-peer system to choosing information as history mutual information in the processing result information of described user's request message, and send the reply message that comprises described history mutual information to described IVR system equipment;
IVR system equipment, for receiving after described reply message, sends the user's request message that comprises described history mutual information to IVR peer-to-peer system equipment.
The embodiment of the present invention provides a kind of IVR peer-to-peer system equipment, and this equipment comprises:
Message receiving element, for receiving the user's request message from IVR system equipment;
Rule is chosen unit, for according to the service identification of preserving in advance and the corresponding relation of command word and history mutual information selection rule, determines service identification and history mutual information selection rule corresponding to command word in described user's request message;
Information extraction unit, for choosing the definite history mutual information selection rule in unit according to described rule, the information comprising from described user's request message and/or IVR peer-to-peer system to choosing information as history mutual information in the processing result information of described user's request message;
Packet sending unit, for sending the reply message that comprises described history mutual information to described IVR system equipment.
The embodiment of the present invention provides a kind of IVR system equipment, and this equipment comprises:
Message receiving element, for receiving the reply message from IVR peer-to-peer system equipment;
Information extraction unit, for extracting history mutual information from described reply message;
Packet sending unit, for sending the user's request message that comprises described history mutual information to IVR peer-to-peer system equipment;
Described information extraction unit comprises:
Territory determining unit, for according to predefined reply message format, determines the customizing messages territory of described reply message;
Extraction unit, reads described history mutual information for the customizing messages territory from described reply message;
Described packet sending unit comprises:
Information loading unit, is carried in the customizing messages territory of user's request message for the history mutual information that described extraction unit is read;
Reply unit, for described user's request message is sent to IVR peer-to-peer system equipment.
In the scheme that the embodiment of the present invention provides, IVR peer-to-peer system equipment is in the time receiving user's request message that IVR system equipment sends, in information from user's request message and/or service processing result information, choose history mutual information, and history mutual information is carried in reply message and sends to IVR system equipment, when IVR system equipment sends user's request message to IVR peer-to-peer system equipment again, be carried at and in user's request message, send to IVR peer-to-peer system equipment replying history mutual information in message, make IVR peer-to-peer system equipment to carry out related service processing according to the history mutual information in user's request message.Realize thus needed history mutual information when IVR peer-to-peer system equipment is carried out to Business Processing and transmitted between IVR system and IVR peer-to-peer system, saved the system resource that system storage history mutual information need to consume; And IVR peer-to-peer system does not need this user's request to mate with the history mutual information of storage yet, has greatly simplified IVR Business Processing complexity; Meanwhile, adopt IVR business of the present invention can adopt the system architecture of load sharing, strengthened the flexibility of IVR business.
brief description of the drawings
Figure 1A is the IVR operation flow schematic diagram in prior art one;
Figure 1B is the IVR operation flow schematic diagram in prior art two;
Fig. 1 C is the IVR operation flow schematic diagram in prior art three;
The schematic flow sheet of the method that Fig. 2 provides for the embodiment of the present invention;
Fig. 3 is the IVR operation flow schematic diagram of the specific embodiment of the invention;
The structural representation of the system that Fig. 4 provides for the embodiment of the present invention;
The structural representation of the equipment that Fig. 5 provides for the embodiment of the present invention;
The structural representation of the equipment that Fig. 6 provides for the embodiment of the present invention.
Embodiment
In order to reduce the system resource that needs consumption in IVR operation flow, simplify IVR Business Processing complexity, and make to carry out repeatedly mutual business with IVR system and can be applicable in the system architecture of load sharing, to strengthen the flexibility of IVR business, the embodiment of the present invention provides the message processing method in a kind of IVR flow process, in this method, IVR peer-to-peer system equipment is in the time receiving user's request message that IVR system equipment sends, carry out related service processing according to the information in user's request message, and choose history mutual information in information from user's request message and/or service processing result information, history mutual information is carried to reply in message and sends to IVR system equipment, when IVR system equipment sends user's request message to IVR peer-to-peer system equipment again, history mutual information need to be carried at and in user's request message, together send to IVR peer-to-peer system equipment, make IVR peer-to-peer system equipment to carry out related service processing according to the history mutual information in user's request message.
Referring to Fig. 2, the message processing method in the IVR operation flow that the embodiment of the present invention provides, specifically comprises the following steps:
Step 20:IVR peer-to-peer system receives the user's request message from IVR system;
Step 21:IVR peer-to-peer system carries out Business Processing according to the information in user's request message, and, the information comprising from user's request message and/or to choosing information as history mutual information in the processing result information of this user's request message;
Step 22:IVR peer-to-peer system sends the reply message that comprises the history mutual information of choosing to IVR system;
Step 23:IVR system receives after the reply message that IVR peer-to-peer system sends, and sends and comprises user's request message of replying the history mutual information in message to IVR peer-to-peer system.
In step 21, can according to the mutual history mutual information selection rule arranging of the different command in different business and business choose information in user's request message and/or to the processing result information of user's request message as history mutual information, because IVR system can be processed in multiple business and every kind of operation flow and may comprise repeatedly command interaction, need to set in advance and preserve the corresponding relation of service identification and command word and history mutual information selection rule, IVR peer-to-peer system is before choosing history mutual information, first read service identification and command word in user's request message, and according to the service identification of preserving and the corresponding relation of command word and history mutual information selection rule, determine service identification and history mutual information selection rule corresponding to command word in user's request message, then, according to definite history mutual information selection rule, the information comprising from user's request message and/or to choosing information as history mutual information in the processing result information of this user's request message.For example, in certain IVR business 1, carry out 3 times alternately for needs and IVR system, 3 times mutual command word is respectively a, b and c, set in advance the corresponding relation of service identification 1 and command word a and history mutual information selection rule A, the corresponding relation of service identification 1 and command word b and history mutual information selection rule B, the corresponding relation of service identification 1 and command word c and history mutual information selection rule C.In the time of user and IVR system mutual for the first time, IVR system sends the user's request message that comprises service identification 1 and command word a to IVR peer-to-peer system; IVR peer-to-peer system receives after user's request message, read service identification 1 and command word a in user's request message, determine service identification 1 and the corresponding history mutual information selection rule 1 of command word a according to the corresponding relation arranging, the content of history mutual information selection rule 1 is to choose user's input information in user's request message as history mutual information, IVR peer-to-peer system reads the user's input information in user's request message, is carried in to reply in message to return to IVR system using the information reading as history mutual information.In the time of user and IVR system mutual for the second time, IVR system sends the user's request message that comprises service identification 2 and command word b to IVR peer-to-peer system, IVR peer-to-peer system receives after user's request message, read service identification 2 and command word b in user's request message, determine service identification 2 and the corresponding history mutual information selection rule 2 of command word b according to the corresponding relation arranging, the content of history mutual information selection rule 2 is to choose in user's request message user's input information and history mutual information as new history mutual information, IVR peer-to-peer system reads user's input information and the history mutual information in user's request message, be carried in the information reading as new history mutual information to reply in message and return to IVR system.In the time of user and IVR system mutual for the third time, IVR system sends the user's request message that comprises service identification 2 and command word b to IVR peer-to-peer system, IVR peer-to-peer system receives after user's request message, read service identification 3 and command word c in user's request message, determine service identification 3 and the corresponding history mutual information selection rule 3 of command word c according to the corresponding relation arranging, the content of history mutual information selection rule 3 is the user's input information of choosing in user's request message, history mutual information and and to the processing result information of this user's request message as new history mutual information, IVR peer-to-peer system reads the user's input information in user's request message, history mutual information and the processing result information to this user's request message, be carried in the information reading as new history mutual information to reply in message and return to IVR system.
Certainly, the content of history mutual information selection rule is not limited to above-mentioned cited content, and history mutual information selection rule can preset according to service needed.
Choose history mutual information according to the history mutual information selection rule setting in advance, it can be the different different history mutual information selection rules of business setting, can also different history mutual information selection rules be set alternately for the different command in identical services flow process, thereby can choose alternately different history mutual information according to the specific instructions in class of business and operation flow, strengthen the flexibility of IVR business realizing, and provide guarantee for the present invention is applicable to multiple IVR business.
In the present invention, can in IVR system and IVR peer-to-peer system, carry out formal definition to user's request message and reply message in advance, formal definition mode has multiple, provides wherein a kind of definition mode below:
See table the formal definition standard for user's request message:
See table, for replying the formal definition standard of message:
| Field name | Field implication | Field effect |
| Kid | Serial number | Control alternately for internal journal and IVR |
| Cmd | Command word | Be used for indicating different business message |
| SPEC_INFO | Customizing messages territory | Be used for carrying history mutual information |
| Ret | Process return value | 0 represents successfully, and other data are error code |
| Code | Code | For describing the title of subsequent data, adopt unified speech coding as code, can carry out the control of IVR voice reporting sound simultaneously |
| Value | Feedback information territory | For carrying the feedback information of peer-to-peer system |
So, in step 21, IVR peer-to-peer system is determining need to choose user's input information in user's request message and/or history mutual information as history mutual information time according to transmitting selection rule, IVR peer-to-peer system is first according to predefined user's request message form, determine input message territory and/or the customizing messages territory position in user's request message, then from the input message territory of user's request message and/or customizing messages territory, choose information as history mutual information.
Same, in step 22, when IVR peer-to-peer system sends to IVR system the reply message that comprises history mutual information, first according to the form of predefined reply message, determine that customizing messages territory is in the position of replying in message, then history mutual information is carried in the customizing messages territory of replying message, and sends this reply message to IVR system.Before sending this reply message to IVR system, the feedback information of IVR peer-to-peer system can also be carried in and reply in the feedback information territory of message, IVR system is according to the determine content of directional user's playback of the information of replying Code territory in message and feedback information territory.
In step 23, IVR system receives after the reply message that IVR peer-to-peer system sends, first according to the form of predefined reply message, determine the customizing messages territory of this reply message, then from the customizing messages territory of reply message, read history mutual information, and the history mutual information reading is carried in the customizing messages territory of user's request message, finally user's request message is sent to IVR peer-to-peer system.Before user's request message is sent to IVR peer-to-peer system, IVR system can also, by being carried in the input message territory of user's request message at the user's input information receiving after reply message, be chosen history mutual information next time from input message territory for IVR peer-to-peer system.
In the present invention, IVR system can a corresponding IVR peer-to-peer system, all business are by this IVR peer-to-peer system processing, the all right corresponding multiple IVR peer-to-peer systems of IVR system, adopt the mode of load sharing, when IVR system need to send user's request message to IVR peer-to-peer system, first according to the IVR peer-to-peer system Selection Strategy setting in advance, from the multiple IVR peer-to-peer systems corresponding with this IVR system, choose an IVR peer-to-peer system, then send user's request message to the IVR peer-to-peer system of choosing.IVR peer-to-peer system Selection Strategy includes but not limited to adopt poll strategy, load balancing strategy, and wherein, adopting poll strategy is to point to the IVR peer-to-peer system at most of time of not processing user's request apart from current time to send user's request message; Load balancing strategy is to point to the current minimum IVR peer-to-peer system of user's number of request of processing to send user's request message.Under the mode of load sharing, owing to by user's request message and reply message, history mutual information being transmitted between IVR system and IVR peer-to-peer system in the present invention, even if this IVR peer-to-peer system that receives user's request message is not the IVR peer-to-peer system of processing user's request message last time, carry out related service and process needed interactive information owing to having comprised IVR peer-to-peer system in user's request message, this IVR peer-to-peer system also can carry out Business Processing according to the history mutual information of user's request message, business can normally be carried out, therefore adopt IVR operation flow of the present invention can be useful in the system architecture of load sharing, strengthen the flexibility of IVR business.
In the present invention, IVR system can adopt TCP/IP network to be connected with IVR peer-to-peer system, and a TCP/IP connection can the multiple messages of parallel convey.In the time that IVR system need to send user's request message to IVR peer-to-peer system, first check and whether exist effectively and being connected of IVR peer-to-peer system, if existed, send user's request message by this connection to IVR peer-to-peer system, if there is no, send and connect the request of foundation to IVR peer-to-peer system, IVR peer-to-peer system receives and connects after the request of foundation, with new being connected of IVR system made, and the link information of foundation is buffered in training in rotation queue.IVR peer-to-peer system timing is to training in rotation queue poll, checks whether connection in training in rotation queue exceedes certain hour and there is no message interaction, if had, thinks that this is connected to invalid connection, and deletes this connection.By poll training in rotation queue, realize the object of carrying out overtime control that is connected between IVR system and IVR peer-to-peer system, the resource of IVR peer-to-peer system can be utilized effectively.
Referring to Fig. 4, the embodiment of the present invention also provides a kind of message handling system of IVR flow process, and this system comprises IVR system opposite equip. 40 and IVR system equipment 41, wherein:
IVR system opposite equip. 40, for after the user's request message receiving from IVR system equipment, the information comprising from this user's request message and/or to choosing information as history mutual information in the processing result information of this user's request message, and send the reply message that comprises history mutual information to IVR system equipment;
Concrete, IVR system opposite equip. is after the user's request message receiving from IVR system, according to the service identification of preserving in advance and the corresponding relation of command word and history mutual information selection rule, determine service identification and history mutual information selection rule corresponding to command word in user's request message, then according to definite history mutual information selection rule, the information comprising from user's request message and/or to choosing information as history mutual information in the processing result information of this user's request message, and send the reply message that comprises this history mutual information to IVR system equipment.
IVR system equipment 41, for receiving after the reply message that IVR peer-to-peer system equipment sends, sends the user's request message that comprises the history mutual information that this reply message carries to IVR peer-to-peer system equipment.
IVR system equipment, before sending to IVR peer-to-peer system equipment the user's request message that comprises history mutual information, can will together send to IVR system opposite equip. in being carried in the user's request message that comprises history mutual information receiving user's input information after described reply message.
IVR system equipment can also be first according to the IVR peer-to-peer system Selection Strategy setting in advance, from the multiple IVR peer-to-peer system equipment corresponding with this IVR system equipment, choose an IVR peer-to-peer system equipment, and send to the IVR peer-to-peer system equipment of choosing the user's request message that comprises history mutual information.
Referring to Fig. 5, the embodiment of the present invention also provides a kind of IVR peer-to-peer system equipment, can be applied in the message handling system of IVR flow process, and this equipment comprises message receiving element 50, information extraction unit 51 and packet sending unit 52, wherein:
Message receiving element 50, for receiving the user's request message from IVR system equipment;
Information extraction unit 51, for the information that comprises from described user's request message and/or to choosing information as history mutual information the processing result information of described user's request message;
Packet sending unit 52, for sending the reply message that comprises described history mutual information to described IVR system equipment.
This equipment further comprises:
Rule is chosen unit 53, for according to the service identification of preserving in advance and the corresponding relation of command word and history mutual information selection rule, determines service identification and history mutual information selection rule corresponding to command word in described user's request message; Accordingly, information extraction unit 51 for: choose the definite history mutual information selection rule in unit according to described rule, the information comprising from described user's request message and/or to choosing information as history mutual information in the processing result information of described user's request message.
Information extraction unit 51 comprises the first territory determining unit and choose information unit, wherein:
The first territory determining unit, for according to predefined request message form, determines customizing messages territory and/or the input message territory of described user's request message;
Choose information unit, for from described customizing messages territory and/or input message territory choose information as history mutual information.
Packet sending unit 52 comprises the second territory determining unit, loading unit and transmitting element, wherein:
The second territory determining unit, for according to predefined reply message format, determines the customizing messages territory of described reply message;
Loading unit, for being carried in described history mutual information in the customizing messages territory of described reply message;
Transmitting element, for sending described reply message to described IVR system.
Referring to Fig. 6, the embodiment of the present invention also provides a kind of IVR system equipment, can be applied in the message handling system of IVR flow process, and this equipment comprises message receiving element 60, information extraction unit 61 and packet sending unit 62, wherein:
Message receiving element 60, for receiving the reply message from IVR peer-to-peer system equipment;
Information extraction unit 61, for extracting history mutual information from described reply message;
Packet sending unit 62, for sending the user's request message that comprises described history mutual information to IVR peer-to-peer system equipment.
Information extraction unit 61 comprises territory determining unit and extraction unit, wherein:
Territory determining unit, for according to predefined reply message format, determines the customizing messages territory of described reply message;
Extraction unit, reads described history mutual information for the customizing messages territory from described reply message;
Packet sending unit 62 comprises information loading unit and reply unit, wherein:
First information loading unit, for being carried in the history mutual information reading in the customizing messages territory of user's request message;
Reply unit, for described user's request message is sent to IVR peer-to-peer system equipment.
This equipment also comprises:
Input receiving element 63, for receiving user's input information; Accordingly, packet sending unit 62 also comprises: the second information loading unit, and for by the input message territory receiving the user's input information receiving after described reply message and be carried in described user's request message.
Packet sending unit 62 also comprises:
Unit is chosen in opposite end, for according to the IVR peer-to-peer system Selection Strategy setting in advance, from the multiple IVR peer-to-peer system equipment corresponding with described IVR system equipment, chooses an IVR peer-to-peer system equipment; Corresponding described reply unit is used for: send to described opposite end to choose the IVR peer-to-peer system equipment of unit selection described user's request message.
Using mobile phone open system as instantiation, the present invention will be described below:
In this example, user opens mobile phone need to carry out four times alternately with IVR system, and as shown in Figure 3, idiographic flow is as follows:
Step 101: the call of user and IVR system made is connected, IVR system is to user's play cuing voice: please input agent's code and crypto agent, user inputs agent's code and crypto agent;
Step 102:IVR system generates user's request message, comprises agent's code and the crypto agent information of user's input, and user's request message is sent to IVR peer-to-peer system in this user's request message;
Step 103:IVR peer-to-peer system carries out the verification of crypto agent and code according to the information in the user's request message receiving, and agent's qualification is carried out to authentication; And send a reply message to IVR system, in this reply message, comprise history mutual information: agent's code and crypto agent information, and check results and authenticating result;
Step 104:IVR system receives replys after message, to user's play cuing voice: authentication is passed through, and please input user certificate type and passport NO.;
Step 105: user inputs type of credential and passport NO.;
Step 106:IVR system generates user's request message, comprises type of credential and the passport NO. information of user's input, and user's request message is sent to IVR peer-to-peer system in this user's request message;
Step 107:IVR peer-to-peer system is according to the information in the user's request message receiving, and recording user certificate information, checks and compare for later business; And send a reply message to IVR system, in this reply message, comprise history mutual information: user certificate type, passport NO., agent's code and crypto agent;
Step 108:IVR system receives replys after message, to user's play cuing voice: please input number and the user that will open and open code;
Step 109: user inputs number and the user that need to open and opens code;
Step 110:IVR system generates user request message, in this user's request message, comprise user's input open number and user opens a yard information, and user's request message is sent to IVR peer-to-peer system;
Step 111:IVR peer-to-peer system, according to the information in the user's request message receiving, carries out authentication to opening number, ensures that it is not sell and initialized number, and whether consistent with system log (SYSLOG) of code opened in checking, to prevent anonymity; And send a reply message to IVR system, in this reply message, comprise history mutual information: user certificate type, passport NO., agent's code, crypto agent, open number and user opens code;
Step 112:IVR system receives replys after message, to user's play cuing voice: authentication is passed through, and please input the brand and product that will open;
Step 113: user inputs the brand and product that need to open;
Step 114:IVR system generates user's request message, comprises opening brand and opening product information of user's input, and user's request message is sent to IVR peer-to-peer system in this user's request message;
Step 115:IVR peer-to-peer system is according to the information in the user's request message receiving, user is carried out to brand setting, and this number is carried out open-minded in real time, simultaneously, the passport NO. of recording user, open agent's code, adjust for Service control and follow-up reward; And send a reply message to IVR system, in this reply message, comprise history mutual information: user certificate type, passport NO., agent's code, crypto agent, open number, user and open code, open brand and open product;
Step 116:IVR system receives replys after message, to user's play cuing voice: mobile phone activates the service successfully, and flow process finishes, and asks on-hook.
To sum up, beneficial effect of the present invention is:
In the scheme that the embodiment of the present invention provides, IVR peer-to-peer system equipment is in the time receiving user's request message that IVR system equipment sends, in information from user's request message and/or service processing result information, choose history mutual information, and history mutual information is carried in reply message and sends to IVR system equipment, when IVR system equipment sends user's request message to IVR peer-to-peer system equipment again, be carried at and in user's request message, send to IVR peer-to-peer system equipment replying history mutual information in message, make IVR peer-to-peer system equipment to carry out related service processing according to the history mutual information in user's request message.Realized thus needed interactive information when IVR peer-to-peer system equipment is carried out to Business Processing transmits between IVR system and IVR peer-to-peer system, and do not need IVR peer-to-peer system or IVR system to carry out record to history mutual information, save the system resource that needs consumption in IVR operation flow; And IVR peer-to-peer system does not need this user's request to carry out the coupling of history mutual information yet, has greatly simplified IVR Business Processing complexity; Meanwhile, needed interactive information is transmitted between IVR system and IVR peer-to-peer system when IVR peer-to-peer system equipment is carried out to Business Processing, makes IVR business can adopt the system architecture of load sharing, has strengthened the flexibility of IVR business.
Obviously, those skilled in the art can carry out various changes and modification and not depart from the spirit and scope of the present invention the present invention.Like this, if these amendments of the present invention and within modification belongs to the scope of the claims in the present invention and equivalent technologies thereof, the present invention is also intended to comprise these changes and modification interior.
Claims (15)
1. the message processing method in interactive voice response IVR flow process, is characterized in that, the method comprises:
IVR peer-to-peer system receives after the user's request message from IVR system, read service identification and command word in this user's request message, and according to the service identification of preserving and the corresponding relation of command word and history mutual information selection rule, determine service identification and history mutual information selection rule corresponding to command word in this user's request message; According to definite history mutual information selection rule, the information comprising from this user's request message and/or IVR peer-to-peer system to choosing information as history mutual information in the processing result information of this user's request message, and send the reply message that comprises described history mutual information to described IVR system;
Described IVR system receives after described reply message, sends the user's request message that comprises described history mutual information to IVR peer-to-peer system.
2. the method for claim 1, is characterized in that, described user's request message comprises customizing messages territory and input message territory, and described customizing messages territory is for keeping track of history interactive information, and described input message territory is for preserving the information of user's input;
The information comprising from described user's request message, choosing information comprises as history mutual information:
Described IVR peer-to-peer system, according to predefined request message form, is determined customizing messages territory and/or the input message territory of described user's request message, and chooses information as history mutual information from described customizing messages territory and/or input message territory.
3. method as claimed in claim 2, is characterized in that, described reply message comprises customizing messages territory, describedly sends to IVR system the reply message that comprises described history mutual information and comprises:
Described IVR peer-to-peer system, according to predefined reply message format, is determined the customizing messages territory of described reply message, described history mutual information is carried in the customizing messages territory of described reply message, and sends described reply message to described IVR system.
4. method as claimed in claim 3, is characterized in that, describedly sends to IVR peer-to-peer system the user's request message that comprises described history mutual information and comprises:
Described IVR system, according to predefined reply message format, is determined the customizing messages territory of described reply message, from the customizing messages territory of described reply message, reads described history mutual information;
The history mutual information reading is carried in the customizing messages territory of user's request message, and described user's request message is sent to IVR peer-to-peer system.
5. method as claimed in claim 4, is characterized in that, in the customizing messages territory that the history mutual information reading is carried in to user's request message after, and before described user's request message is sent to IVR peer-to-peer system, the method further comprises:
Described IVR system will be carried in the input message territory of described user's request message at the user's input information receiving after described reply message.
6. the method for claim 1, is characterized in that, after described IVR system receives described reply message, and before sending to IVR peer-to-peer system the user's request message that comprises described history mutual information, the method further comprises:
According to the IVR peer-to-peer system Selection Strategy setting in advance, from the multiple IVR peer-to-peer systems corresponding with described IVR system, choose an IVR peer-to-peer system;
Describedly send to IVR peer-to-peer system the user's request message that comprises described history mutual information and comprise:
Described IVR system sends the user's request message that comprises described history mutual information to the IVR peer-to-peer system of choosing.
7. a message handling system for IVR flow process, is characterized in that, this system comprises:
IVR peer-to-peer system equipment, for after the user's request message receiving from IVR system equipment, according to the service identification of preserving in advance and the corresponding relation of command word and history mutual information selection rule, determine service identification and history mutual information selection rule corresponding to command word in described user's request message; According to definite history mutual information selection rule, the information comprising from described user's request message and/or IVR peer-to-peer system to choosing information as history mutual information in the processing result information of described user's request message, and send the reply message that comprises described history mutual information to described IVR system equipment;
IVR system equipment, for receiving after described reply message, sends the user's request message that comprises described history mutual information to IVR peer-to-peer system equipment.
8. system as claimed in claim 7, is characterized in that, described IVR system equipment also for:
Before sending to IVR peer-to-peer system equipment the user's request message that comprises described history mutual information, will be carried in the user's request message that comprises described history mutual information receiving the user's input information receiving after described reply message.
9. system as claimed in claim 7, is characterized in that, described IVR system equipment is used for:
After receiving described reply message, according to the IVR peer-to-peer system Selection Strategy setting in advance, from the multiple IVR peer-to-peer system equipment corresponding with described IVR system equipment, choose an IVR peer-to-peer system equipment, and send to the IVR peer-to-peer system equipment of choosing the user's request message that comprises described history mutual information.
10. an IVR peer-to-peer system equipment, is characterized in that, this equipment comprises:
Message receiving element, for receiving the user's request message from IVR system equipment;
Rule is chosen unit, for according to the service identification of preserving in advance and the corresponding relation of command word and history mutual information selection rule, determines service identification and history mutual information selection rule corresponding to command word in described user's request message;
Information extraction unit, for choosing the definite history mutual information selection rule in unit according to described rule, the information comprising from described user's request message and/or IVR peer-to-peer system to choosing information as history mutual information in the processing result information of described user's request message;
Packet sending unit, for sending the reply message that comprises described history mutual information to described IVR system equipment.
11. equipment as claimed in claim 10, is characterized in that, described information extraction unit comprises:
The first territory determining unit, for according to predefined request message form, determines customizing messages territory and/or the input message territory of described user's request message;
Choose information unit, for from described customizing messages territory and/or input message territory choose information as history mutual information.
12. equipment as claimed in claim 10, is characterized in that, described packet sending unit comprises:
The second territory determining unit, for according to predefined reply message format, determines the customizing messages territory of described reply message;
Loading unit, for being carried in described history mutual information in the customizing messages territory of described reply message;
Transmitting element, for sending described reply message to described IVR system.
13. 1 kinds of IVR system equipments, is characterized in that, this equipment comprises:
Message receiving element, for receiving the reply message from IVR peer-to-peer system equipment;
Information extraction unit, for extracting history mutual information from described reply message;
Packet sending unit, for sending the user's request message that comprises described history mutual information to IVR peer-to-peer system equipment;
Described information extraction unit comprises:
Territory determining unit, for according to predefined reply message format, determines the customizing messages territory of described reply message;
Extraction unit, reads described history mutual information for the customizing messages territory from described reply message;
Described packet sending unit comprises:
Information loading unit, is carried in the customizing messages territory of user's request message for the history mutual information that described extraction unit is read;
Reply unit, for described user's request message is sent to IVR peer-to-peer system equipment.
14. equipment as claimed in claim 13, is characterized in that, described information loading unit also for:
To be carried in the input message territory of described user's request message at the user's input information receiving after described reply message.
15. equipment as claimed in claim 13, is characterized in that, described packet sending unit also comprises:
Unit is chosen in opposite end, for according to the IVR peer-to-peer system Selection Strategy setting in advance, from the multiple IVR peer-to-peer system equipment corresponding with described IVR system equipment, chooses an IVR peer-to-peer system equipment;
Described reply unit is used for:
Send to described opposite end to choose the IVR peer-to-peer system equipment of unit selection described user's request message.
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| CN1960408A (en) * | 2005-10-31 | 2007-05-09 | 中国电信股份有限公司 | Multimedia responsion method in interactive mode in use for interactive multimedia responsion method |
| CN101170727A (en) * | 2007-11-20 | 2008-04-30 | 中国移动通信集团广东有限公司 | A method and system for interactive voice response and text synchronized push |
| CN101232540A (en) * | 2008-02-21 | 2008-07-30 | 中兴通讯股份有限公司 | Method and system for interacting information among systems |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1960408A (en) * | 2005-10-31 | 2007-05-09 | 中国电信股份有限公司 | Multimedia responsion method in interactive mode in use for interactive multimedia responsion method |
| CN101170727A (en) * | 2007-11-20 | 2008-04-30 | 中国移动通信集团广东有限公司 | A method and system for interactive voice response and text synchronized push |
| CN101232540A (en) * | 2008-02-21 | 2008-07-30 | 中兴通讯股份有限公司 | Method and system for interacting information among systems |
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Inventor after: Ji Xiaomei Inventor after: Xing Yucheng Inventor after: Sun Jingchao Inventor after: Wang Dezhi Inventor before: Ji Xiaomei Inventor before: Xing Yucheng Inventor before: Sun Jingchao Inventor before: Wang Dezhi |