CN101753734A - IVR business processing method, device and system based on CSTA - Google Patents
IVR business processing method, device and system based on CSTA Download PDFInfo
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- CN101753734A CN101753734A CN200810240194A CN200810240194A CN101753734A CN 101753734 A CN101753734 A CN 101753734A CN 200810240194 A CN200810240194 A CN 200810240194A CN 200810240194 A CN200810240194 A CN 200810240194A CN 101753734 A CN101753734 A CN 101753734A
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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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- 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
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
Abstract
The invention relates to an interactive voice answering IVR business processing method based on computer-supported telecommunication application protocol CSTA in the technical field of telecommunication technology, comprising the following steps: creating CSTA messages; fusing special resource operating characteristics in the CSTA messages; transmitting the created CSTA messages which fuse the special resource operating characteristics to process the IVR business. The embodiment of the invention also provides an IVR business processing device and a system based on CSTA. The embodiment of the invention reduces message interaction between a computation side and an exchange side, improves property of the two sides, meets customer requirements of voice playing and number receiving, overcomes defects of existing CSTA protocol, enriches IVR business demands, thus further expanding application field of the CSTA protocol and enhancing market competitiveness of SOFTACD.
Description
Technical field
The present invention relates to communication technical field, relate in particular to a kind of based on computer supported telecommunication applications (CSTA, Computer Supported Telecommunications Applications) interactive voice response (IVR, Interactive Voice Response) method for processing business, Apparatus and system.
Background technology
Under the support of CSTA agreement, when switching equipment as queue machine, when being applied in the IVR business, business demand such as often have playback, collect the digits, wherein playback may comprise common specified file name playback, also may comprise conversion (TTS, the Text To Speech) playback of text to voice; Collecting the digits to comprise that common dual-tone multifrequency (DTMF, Dual Tone Multiple Frequency) collects the digits, and also may comprise automatic transmitting-receiving (ASR, Automatic Send and Receive) speech recognition etc.
In the present CSTA agreement, playback service and the service of collecting the digits are described separately.The playback service can only be carried a MessageID, indicates common MessageID playback, and the service of collecting the digits also can only be indicated simply and be collected the digits.In the scene of playing many voice continuously, for example, calculation side requires exchange side to play voice to the user: job number * serves for you; Because * is uncertain voice, calculation side can not carry these voice get off by a MessageID, finishes and need branch to issue Play three times.In the processing procedure that after playback, collects the digits, " please Enter Number " if system needs to play one section voice to the user earlier, again the user be collected the digits, again the processing of being correlated with according to the number of user's input, by present CSTA agreement, can be divided into two service down distributings of PA, PC.
There is following shortcoming at least in above-mentioned CSTA agreement in processing playback, the service of collecting the digits:
Because the playback service can only be carried a MessageID, indicate common MessageID playback, the service of collecting the digits also can only be indicated simply and be collected the digits, in above-mentioned two kinds of scenes, can have the frequent mutual of message between calculation side and the exchange side, if there are most this service requests, the interaction message of calculation side and exchange side increases, frequent interacting message can influence the each side index of system, brings burden to system.
Summary of the invention
The embodiment of the invention provides a kind of IVR method for processing business, Apparatus and system based on CSTA, merges the special resource operating characteristic in CSTA, has reduced calculation side and exchange side interacting message, improves the performance of calculation side and exchange side.
The embodiment of the invention is achieved through the following technical solutions:
The embodiment of the invention provides a kind of Interaction Voice Response IVR method for processing business based on computer supported telecommunication applications agreement CSTA, comprising:
Structure CSTA message merges the special resource operating characteristic in described CSTA message;
Send the CSTA message of described fusion special resource operating characteristic, handle the IVR business.
The embodiment of the invention provides a kind of Interaction Voice Response IVR business processing device based on computer supported telecommunication applications agreement CSTA, comprising:
CSTA message constructing unit is used to construct the CSTA message that merges the special resource operating characteristic;
Transmitting element is used to send the CSTA message of the fusion special resource operating characteristic of described structure, handles the IVR business.
The embodiment of the invention provides a kind of Interaction Voice Response IVR transaction processing system based on computer supported telecommunication applications agreement CSTA, comprising:
Calculation side equipment is used to construct the CSTA message that merges the special resource operating characteristic, and the playback that sends the CSTA message format that merges the special resource operating characteristic service request that collects the digits is used to indicate exchange side equipment to carry out the relevant playback service of collecting the digits;
Exchange side equipment, be used to construct the CSTA message that merges the special resource operating characteristic, and receive the described playback service request that collects the digits, carry out relevant collecting the digits service of playback according to the described playback service request that collects the digits, and to the playback that described calculation side equipment sends the CSTA message format that merges the special resource operating characteristic the collect the digits startup of serving and the notification message of end.
The technical scheme that is provided by the invention described above embodiment as can be seen, the embodiment of the invention merges the CSTA message of special resource operating characteristic by structure, calculation side and exchange side interacting message have been reduced, improve the performance of calculation side and exchange side, satisfy client's playback demand that collects the digits simultaneously, overcome the drawback of existing CSTA agreement; Also enrich the IVR business demand, made CSTA protocol application field more wide, improved the market competitiveness of SOFTACD.
Description of drawings
Fig. 1 is the IVR process flow figure of the embodiment of the invention one based on CSTA;
Fig. 2 is the CSTA agreement execution IVR Business Processing application scenarios one flow process schematic diagram after the embodiment of the invention one is used fusion special resource operating characteristic;
Fig. 3 is the CSTA agreement execution IVR Business Processing application scenarios two flow process schematic diagrames after the embodiment of the invention one is used fusion special resource operating characteristic;
Fig. 4 is CSTA agreement execution IVR Business Processing application scenarios three schematic flow sheets after the embodiment of the invention one is used fusion special resource operating characteristic;
Fig. 5 is the IVR business processing device structural representation of the embodiment of the invention two based on CSTA;
Fig. 6 is the IVR transaction processing system structural representation of the embodiment of the invention three based on CSTA.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the invention, the technical scheme in the embodiment of the invention is clearly and completely described, obviously, described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those of ordinary skills belong to the scope of protection of the invention not making the every other embodiment that is obtained under the creative work prerequisite.
Existing based on CSTA protocol of I VR service application in, often following problems may be encountered:
After user's incoming call, the user need obtain information such as price, date, and queue machine need be play variable sounds such as price, date to the user; Or
After user's incoming call, the voice that need answer are combinations of some voice, require queue machine once to play many voice; Or
After user's incoming call, the voice that need to play are the TXT text, need queue machine to play the TTS voice; Or
After user's incoming call, require queue machine can discern user's voice, the service of user's needs is provided according to user's voice.
Yet because in the existing C STA agreement, playback service and the service of collecting the digits are described separately, the playback service can only be carried a MessageID, indicate common MessageID playback, the service of collecting the digits also can only be indicated simply and be collected the digits, therefore can't satisfy the demand, just existing C ST agreement is not supported the broadcast (comprise integer sound, number sound, time sound, date sound, amount of money sound, put the decimal sound) of variable sound; Can not carry playback number of times and MessageID tabulation; Can not indicate queue machine to play the TTS voice; Can not indicate queue machine to carry out the ASR speech recognition; Can not indicate not only playback but also collect the digits etc. of queue machine.
The embodiment of the invention provide based on CSTA protocol of I VR method for processing business, in the CSTA agreement, merge the special resource operating characteristic, to solve the technical problem that existing CSTA can't realize.
To be example shown in Fig. 1, what the embodiment of the invention one provided comprises the steps: based on CSTA protocol of I VR method for processing business
Step 10: structure CSTA message, merge the special resource operating characteristic in described CSTA message;
The described special resource operating characteristic of the embodiment of the invention comprises playback number receiving resource operating characteristic, and described playback number receiving resource operating characteristic includes but not limited to following any or combination: playback number of times, playback type structure, the service number length that collects the digits, the operation keys that collects the digits, time and receive and dispatch the ASR speech identifying function automatically collects the digits;
The described special resource operating characteristic that merges in described CSTA message comprises:
1) in CSTA, increases new playback service command word that collects the digits, merge described special resource operating characteristic, just define the playback service command word that collects the digits separately and merge described special resource operating characteristic;
The special resource operating characteristic of described fusion comprises following any or combination:
Expand a field and represent the playback number of times, solve the sight of same voice of repeat playing in some service application;
Increase the playback type structure, described playback type structure comprise following any: independent MessageID, MessageID listed files, variable sound and text are to the conversion TTS voice of voice; Can comprise various playback type structures in the described MessageID listed files.
The service of collecting the digits is carried out number length and the flexible control of the time that collects the digits; Described number length comprises minimum length and/or the maximum length that collects the digits that collects the digits.The described operation keys that collects the digits comprises following any or combination: the initiating key that collects the digits, cancel key and end key.
ASR is provided speech identifying function; Comprise following any or combination: identification id, confidence level, identification duration.
The playback that should increase newly has collected the digits service colligate playback service and the service of collecting the digits can be supported independent playback service, also can support the independent service of collecting the digits, and can also support the playback service of collecting the digits together.
Be understandable that; above-mentioned only is the cited a kind of example of inventor for the function of expanding in the CSTA agreement; the present invention is not limited thereto for the expansion of CSTA agreement; based on above-mentioned expansion thinking; for solving other functions that the indeterminable problem of CSTA agreement is expanded in the existing IVR Business Processing, belong to protection range of the present invention equally.
2) on the original playback service of CSTA and/or the service basis that collects the digits, expand, merge described special resource operating characteristic.
For the playback service, can on the basis of existing CSTA playback service, make amendment and expand.Expand a field and represent the playback number of times, solve the sight of same voice of repeat playing in some service application; Increase the playback type structure, this structure can be independent MessageID, MessageID listed files, variable sound or TTS voice, to satisfy the application of miscellaneous service.
For the service of collecting the digits, can on the basis of existing playback service or the service of collecting the digits, make amendment and expand.This structure comprises common collecting the digits and the ASR speech recognition.Wherein common collecting the digits can identify some agreements that collect the digits, and comprises minimum length, the maximum length that collects the digits that collects the digits; The initiating key that collects the digits, cancel key, end key; The first digit time out duration that collects the digits, interdigit time out duration, the maximum duration etc. that collects the digits.And the ASR speech recognition can identify the ASR characteristic, comprises identification id, confidence level, identification duration etc.;
The CSTA message that described structure merges the special resource operating characteristic comprises expansion playback service of collecting the digits and the expansion playback incident two parts that collect the digits.
The playback of the described expansion service of collecting the digits is mainly used to define the service interface that calculation side issues, and calculation side issues the indication exchange side by the interface that issues service message and carries out the relevant playback service request that collects the digits; The described playback CSTA message format of fusion special resource operating characteristic of service request that collect the digits for structure; The playback of described expansion collect the digits the service a kind of embodiment be defined as follows:
[playback collect the digits service definition]
PlayAndCollectInfo::＝CHOICE
{
InfoToSend[0] IMPLICIT InfoToSend, when playback [message content]
CollectedInfo[1] IMPLICIT CollectedInfo, [message content when only collecting the digits]
Both SEQUENCE [not only playback but also collect the digits]
{ info?ToSend[0]IMPLICIT?InfoToSend，
collectedInfo[1]IMPLICIT?CollectedInfo，
interruptable[2]IMPLICIT?BOOLEAN?DEFAULT?FALSE
[whether interrupting playback]
}
}
[playback organization definition]
InfoToSend::＝SEQUENCE
{
Message [0] IMPLICIT MessageIDEx, [playback content]
Times[1] IMPLICIT INTEGER OPTIONAL, [playback number of times]
Duration [2] IMPLICIT INTEGER OPTIONAL, [duration]
Interval [3] IMPLICIT INTEGER OPTIONAL [playback at interval]
}
[organization definition collects the digits]
CollectedInfo::＝SEQUENCE
{
DigitMap [0] IMPLICIT DigitMapArgument OPTIONAL, [the common structure that collects the digits]
AsrArgument [1] IMPLICIT AsrArgument OPTIONAL[ASR speech recognition knot
Structure]
}
[playback content description]
The common playback structure of MessageIDEx::=CHOICE--
{
Messageld MessageID, [playback filename]
ElementaryMessageIDs SEQUENCE OF [basic messae IDS]
{
elementaryMessageID?INTEGER
}，
messageIDVList [8]IMPLICIT?SEQUENCE?OF?MessageIDV，
[tabulation of playback filename]
Variable CHOICE [putting the variable sound, can be following form]
{
Integer [0] IMPLICIT INTEGER, [putting the integer sound]
Number [1] IMPLICIT OCTET STRING, [yard sound of distributing telephone numbers]
Time [2] IMPLICIT OCTET STRING, [putting the time sound]
Date [3] IMPLICIT OCTET STRING, [putting the date sound]
Price [4] IMPLICITOCTET STRING, [putting amount of money sound]
Dtmf [5] IMPLICIT OCTET STRING, [putting dtmf tone]
Decimal [6] IMPLICIT OCTET STRING [putting the decimal sound]
}，
TextToSpeech SEQUENCE [TTS playback structure]
{
text CHOICE
{
File[0] IMPLICIT OCTET STRING, [TTS filename]
Buff[1] IMPLICIT OCTET STRING [buffering area content of text]
}，
ControlData ControlData OPTIONAL, [TTS playback Control Parameter]
extensions CSTACommonArguments?OPTIONAL
}
}
[the common structure that collects the digits]
DigitMapArgument::＝SEQUENCE
{
MinDigits [0] IMPLICIT INTEGER, [minimum collect the digits figure place]
MaxDigits [1] IMPLICIT INTEGER, [maximum collect the digits figure place]
StartKeys [2] IMPLICIT OCTET STRING OPTIONAL, [initiating key collects the digits]
CancelKeys [3] IMPLICIT OCTET STRING OPTIONAL, [cancel key collects the digits]
EndKeys [4] IMPLICIT OCTET STRING OPTIONAL, [end key collects the digits]
FirstDigitTimeOut [5] IMPLICIT INTEGER OPTIONAL, [first place collect the digits duration]
InterDigitTimeOut[6] IMPLICIT INTEGER OPTIONAL, [interdigit collect the digits duration]
MaxInteraCTlonTime [7] IMPLICIT INTEGER OPTIONAL, [interdigit collect the digits duration]
MaxCollectTime [8] IMP LICIT INTEGER OPTIONAL [maximum collect the digits duration]
}
[ASR speech recognition structure]
AsrArgument::＝SEQUENCE
{
Grammerld [0] IMPLICIT OCTET STRING, [ASR identification grammer ID]
RejectConfidence [1] IMPLICIT INTEGER OPTIONAL, [confidence level setting]
NBest [2] IMPLICIT INTEGER OPTIONAL, [best result number]
DynGmrld List SEQUENCE OF INTEGEROPTIONAL, [dynamic syntax ID tabulation]
noSpeechTimeout?[3]IMPLICIT?INTEGER OPTIONAL，
[from beginning to recognize the timeout value of user between speaking]
beforStartTimeout [4]IMPLICIT?INTEGER OPTIONAL，
[after detect the user and loquitur overtime]
afterStartTimeout [5]IMPLICIT?INTEGER OPTIONAL
[finishing to the timeout value of obtaining recognition result] from speech
}
PlayAndCollectResult::＝
CHOICE
{
extensions CSTACommonArguments，
noData NULL
}
The playback of the described expansion incident that collects the digits is mainly used to define the interface of exchange side to the calculation side reporting message, exchange side can utilize the startup and the end of this event notice calculation side playback service of collecting the digits, promptly send the startup and the end of the notice playback service of collecting the digits, the startup of the described playback service of collecting the digits and end are for merging the CSTA message format of special resource operating characteristic.Started as soft queuing machine SOFTACD that playback collects the digits or playback collects the digits finishes.The playback of the described expansion a kind of embodiment of incident that collects the digits is defined as follows:
PlayAndCollectEvent::=[UNIVERSAL 16] the SEQUENCE--playback event structure that collects the digits
{
Connection?ConnectionID，
infoReported?SEQUENCE
{
DigitReceivedOCTET STRING OPTIONAL, [the common result that collects the digits]
AsrResult SEQUENCE OF [asr recognition result list]
SEQUENCE
{
Result OCTET STRING, [recognition result]
Confidence INTEGER (0..100), [confidence level]
}OPTIONAL，
}
cause?EventCause?OPTIONAL
[the incident cause value identifies this incident reason, can be used to refer to collect the digits startup, playback of playback and collect the digits and finish etc.]
}
Step 11: send the CSTA message of described fusion special resource operating characteristic, handle the IVR business.
After the message sink termination is received the CSTA message of this fusion special resource operating characteristic, resolve the CSTA message of the fusion special resource operating characteristic of described reception, obtain analysis result, and carry out the IVR business operation according to analysis result control the corresponding function module.
Utilize the application scenarios one of the CSTA Message Processing IVR business after the described fusion special resource operating characteristic, as shown in Figure 2, be used to solve the playback problem, be exemplified below: calculation side requires exchange side to play voice to the user, as: job number * serves for you, though * is uncertain voice, calculation side can carry these voice get off by a MessageID tabulation, do not finish and do not need to issue several times Play, reduced the frequent mutual of calculation side and exchange side.Play can also carry the time in addition, and on the date, variable sound such as money and TXT text are play.
Utilize the application scenarios two of the CSTA Message Processing IVR business after the described fusion special resource operating characteristic, as shown in Figure 3, be used to handle the operation that collects the digits after the playback, be exemplified below: system plays to the user earlier and the user is collected the digits after one section voice " please Enter Number " again, the processing of being correlated with again according to the number of user's input, CSTA agreement according to expansion, only need issue a PLAYANDCOLLECT service can realize, this method has reduced calculation side and exchange side interacting message, improves the performance of calculation side and exchange side etc.
Utilize the application scenarios three of the CSTA Message Processing IVR business after the described fusion special resource operating characteristic, as shown in Figure 4, be used to solve speech recognition problem, be exemplified below: the user needs inquiry " position of * * mansion ", the playback prompting user of elder generation of system " please say the title that you need inquire about ", the user says " * * mansion ", exchange side can report calculation side according to recognition result, calculation side is inquired about after receiving recognition result, and the indication exchange side is reported " * * mansion is positioned at * * road * * number ".
Be understandable that, the above-mentioned professional just cited instantiation of inventor of CSTA Message Processing IVR that utilizes after the described fusion special resource operating characteristic, can also comprise other multiple functions in the practical application, as indication queue machine playback number of times, not only playback but also collect the digits or the like.
The embodiment of the invention one merges the CSTA message of special resource operating characteristic by structure, not only can solve several scene above-mentioned: play variable sounds such as price, date, play the TXT text, ASR is provided speech recognition capabilities, support the playback function etc. that collects the digits simultaneously, satisfied customer demand; Also from broadly the special resource operating characteristic being fused to the CSTA agreement, enrich the IVR business demand, made CSTA protocol application field more wide, improved the market competitiveness of SOFTACD, and reduced calculation side and exchange side interacting message, improve the performance of calculation side and exchange side.
It is example based on CSTA protocol of I VR business processing device with structure shown in Fig. 5 that the embodiment of the invention two provides a kind of, should comprise based on CSTA protocol of I VR business processing device 50:
CSTA message constructing unit 500 is used to construct the CSTA message that merges the special resource operating characteristic;
Described special resource operating characteristic comprises playback number receiving resource operating characteristic, and described playback number receiving resource operating characteristic comprises following but is not limited to any or combination: playback number of times, playback type structure, the service number length that collects the digits, the operation keys that collects the digits, time and receive and dispatch the ASR speech identifying function automatically collects the digits;
Transmitting element 501 is used to send the CSTA message of the fusion special resource operating characteristic of described structure, handles the IVR business.
Should can also comprise based on CSTA protocol of I VR business processing device 50;
Receiving element 502 is used to receive the CSTA message that merges the special resource operating characteristic;
Should can be positioned at calculation side and/or exchange side based on CSTA protocol of I VR business processing device 50.
The embodiment of the invention two merges the CSTA message of special resource operating characteristic by structure, not only can solve variable sounds such as playing price, date, plays the TXT text, and ASR is provided speech recognition capabilities, supports the playback function etc. that collects the digits simultaneously, has satisfied customer demand; Also enrich the IVR business demand, made CSTA protocol application field more wide, improved the market competitiveness of SOFTACD, reduced calculation side and exchange side interacting message, improved the performance of calculation side and exchange side.
The embodiment of the invention three provides a kind of IVR transaction processing system based on CSTA, and to be example shown in Fig. 6, this system comprises:
Described special resource operating characteristic comprises playback number receiving resource operating characteristic, and described playback number receiving resource operating characteristic comprises following but is not limited to any or combination: playback number of times, playback type structure, the service number length that collects the digits, the operation keys that collects the digits, time and receive and dispatch the ASR speech identifying function automatically collects the digits; In described calculation side equipment 61 and exchange side equipment 62, can be provided with as embodiment two described devices and realize constructing the CSTA message that merges the resource operation characteristic.
The described system of present embodiment has reduced calculation side and exchange side interacting message by the special resource operating characteristic is fused in the CSTA message, improves the performance of calculation side and exchange side, has overcome the drawback of existing CSTA agreement.
In sum, the embodiment of the invention merges the CSTA message of special resource operating characteristic by structure, not only can solve variable sounds such as playing price, date, play the TXT text, ASR is provided speech recognition capabilities, support the playback function etc. that collects the digits simultaneously, satisfied customer demand, overcome the drawback of existing CSTA agreement; Also enrich the IVR business demand, made CSTA protocol application field more wide, improved the market competitiveness of SOFTACD, reduced calculation side and exchange side interacting message, improved the performance of calculation side and exchange side.
One of ordinary skill in the art will appreciate that realize that all or part of step in the foregoing description method is to instruct relevant hardware to finish by program, described program can be stored in a kind of computer-readable recording medium.
The above; only for the preferable embodiment of the present invention, but protection scope of the present invention is not limited thereto, and anyly is familiar with those skilled in the art in the technical scope that the present invention discloses; the variation that can expect easily or replacement all should be encompassed within protection scope of the present invention.Therefore, protection scope of the present invention should be as the criterion with the protection range of claim.
Claims (13)
1. the Interaction Voice Response IVR method for processing business based on computer supported telecommunication applications agreement CSTA is characterized in that, comprising:
Structure CSTA message merges the special resource operating characteristic in described CSTA message;
Send the CSTA message of described fusion special resource operating characteristic, handle the IVR business.
2. the method for claim 1, it is characterized in that, described special resource operating characteristic comprises playback number receiving resource operating characteristic, and described playback number receiving resource operating characteristic comprises following any or combination: playback number of times, playback type structure, the service number length that collects the digits, the operation keys that collects the digits, time and receive and dispatch the ASR speech identifying function automatically collects the digits.
3. method as claimed in claim 1 or 2 is characterized in that, merges the special resource operating characteristic and comprise in described CSTA message:
In CSTA, increase new playback service command word that collects the digits, merge described special resource operating characteristic; Or
On the original playback service of CSTA and/or the service basis that collects the digits, expand, merge described special resource operating characteristic.
4. method as claimed in claim 3 is characterized in that, describedly expands on the basis in original playback service of CSTA and/or the service of collecting the digits, and merges described special resource operating characteristic and comprises:
In the original playback of CSTA service, increase following any or combination: playback number of times and playback type structure;
Increase following any or combination in original playback of CSTA or the service of collecting the digits: the service number length that collects the digits, the operation keys that collects the digits, time and receive and dispatch the ASR speech identifying function automatically collects the digits.
5. method as claimed in claim 2 is characterized in that, described playback type structure comprise following any:
Independent MessageID, MessageID listed files, variable sound and text are to the conversion TTS voice of voice.
6. method as claimed in claim 2 is characterized in that, the described service number length that collects the digits comprises minimum length and/or the maximum length that collects the digits that collects the digits.
7. method as claimed in claim 2 is characterized in that, the described operation keys that collects the digits comprises following any or combination: the initiating key that collects the digits, cancel key and end key.
8. method as claimed in claim 2 is characterized in that, described ASR speech recognition comprises following any or combination: identification id, confidence level, identification duration.
9. as claim 1 or described method, it is characterized in that the CSTA message of the described fusion special resource of described transmission operating characteristic comprises:
Calculation side issues the indication exchange side by the interface that issues service message and carries out the relevant playback service request that collects the digits; Described playback collects the digits service request for merging the CSTA message format of special resource operating characteristic;
Receive the startup and the end of the notice playback service of collecting the digits of exchange side transmission, the startup of the described playback service of collecting the digits and end are for merging the CSTA message format of special resource operating characteristic.
10. the Interaction Voice Response IVR business processing device based on computer supported telecommunication applications agreement CSTA is characterized in that, comprising:
CSTA message constructing unit is used to construct the CSTA message that merges the special resource operating characteristic;
Transmitting element is used to send the CSTA message of the fusion special resource operating characteristic of described structure, handles the IVR business.
11. device as claimed in claim 10 is characterized in that, described device also comprises:
Receiving element is used to receive the CSTA message that merges the special resource operating characteristic;
Resolve control unit, be used to resolve the CSTA message of the fusion special resource operating characteristic of described reception, obtain analysis result, and carry out the IVR business operation according to analysis result control the corresponding function module.
12. the Interaction Voice Response IVR transaction processing system based on computer supported telecommunication applications agreement CSTA is characterized in that, comprising:
Calculation side equipment is used to construct the CSTA message that merges the special resource operating characteristic, and the playback that sends the CSTA message format that merges the special resource operating characteristic service request that collects the digits is used to indicate exchange side equipment to carry out the relevant playback service of collecting the digits;
Exchange side equipment, be used to construct the CSTA message that merges the special resource operating characteristic, and receive the described playback service request that collects the digits, carry out relevant collecting the digits service of playback according to the described playback service request that collects the digits, and to the playback that described calculation side equipment sends the CSTA message format that merges the special resource operating characteristic the collect the digits startup of serving and the notification message of end.
13. system as claimed in claim 12 is characterized in that, described exchange side equipment comprises queue machine.
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|---|---|---|---|
| CN200810240194A CN101753734A (en) | 2008-12-18 | 2008-12-18 | IVR business processing method, device and system based on CSTA |
| PCT/CN2009/075314 WO2010069228A1 (en) | 2008-12-18 | 2009-12-04 | Ivr service processing method, apparatus and system based on csta |
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| CN200810240194A CN101753734A (en) | 2008-12-18 | 2008-12-18 | IVR business processing method, device and system based on CSTA |
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| US6993124B2 (en) * | 2001-05-23 | 2006-01-31 | Siemens Communications, Inc. | Control interface for linking a computer supported telephony application with a PBX switch utilizing CSTA protocols |
| CN100589487C (en) * | 2006-01-11 | 2010-02-10 | 华为技术有限公司 | In the SIP communication network and the method for media apparatus interaction |
| CN101222545A (en) * | 2007-12-28 | 2008-07-16 | 中国移动通信集团四川有限公司 | Call centre system adopting IVR preposition |
| 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 |
-
2008
- 2008-12-18 CN CN200810240194A patent/CN101753734A/en active Pending
-
2009
- 2009-12-04 WO PCT/CN2009/075314 patent/WO2010069228A1/en active Application Filing
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106559588A (en) * | 2015-09-30 | 2017-04-05 | 中兴通讯股份有限公司 | The method and device that a kind of text message is uploaded |
| CN106559588B (en) * | 2015-09-30 | 2021-01-26 | 中兴通讯股份有限公司 | Method and device for uploading text information |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2010069228A1 (en) | 2010-06-24 |
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