CN101771763A - Network seat call and answer method, device and system - Google Patents
Network seat call and answer method, device and system Download PDFInfo
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- CN101771763A CN101771763A CN200810189294A CN200810189294A CN101771763A CN 101771763 A CN101771763 A CN 101771763A CN 200810189294 A CN200810189294 A CN 200810189294A CN 200810189294 A CN200810189294 A CN 200810189294A CN 101771763 A CN101771763 A CN 101771763A
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- call
- banquet
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- calling
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Abstract
The embodiment of the invention discloses a method, a device and a system for network seat call and answer, relating to the call center system field and invented for solving the problem that the telephonist manually answer the seat terminal, causing low seat work efficiency. The technical proposal provided by the embodiment of the invention includes that report a call coming event to a computer telephone integrated server; receive the answer call message sent by the computer telephone integrated server; and indicate the seat terminal to answer the user call. The proposal provided by the embodiment of the invention can help realize automatic answer of calls through an edited special service procedure, further confirm the division of each part of the call system, ensure the seat to treat the coming calls more conveniently and flexibly and improve the seat efficiency, applicable to the call center system using software terminals and hardware terminals.
Description
Technical field
The present invention relates to the call center system field, relate in particular to a kind of network seat call answer method, device and system.
Background technology
In the calling system of IP network framework, call out and arrive SIPPhone (terminal of attending a banquet), SoftACD (queue machine) reports dependent event to give CTI (computer-telephony integration, computer telephone integration server), calls out control by the CTI notification traffic person software of attending a banquet.The terminal of attending a banquet need provide SDK (Software Development Kit, software development kit) interface or operator to reply by hand.
In the prior art, if use hardware SIPPhone, SIPPhone separates with the software of attending a banquet, and operator's needs SIPPhone hand-manipulated calls out calling and answers, and efficient is lower; If use software SIPPhone, because the integrated binding of attend a banquet software and SIPPhone, make the operator to answer calling by the operation software of attending a banquet, can not the auto-pickup calling.Like this, no matter using hardware SIPPhone still is software SIPPhone, all needs the operator to carry out manual operations and just can answer calling, inefficiency.
Summary of the invention
The embodiment of the invention can realize automatic answer-back by the specific operation flow of editor by the following technical solutions, improves the efficient of attending a banquet.
On the one hand, the embodiment of the invention provides a kind of network seat call answer method.
A kind of network seat call answer method comprises:
The reception calling that terminal sends of attending a banquet arrives message;
Report and call out arrival event to the computer telephone integration server;
The message that answers the call that receiving computer phone integrating server issues;
Indicate the terminal listening user of attending a banquet to call out.
On the one hand, the embodiment of the invention provides a kind of network seat call answering device.
A kind of network seat call answering device comprises:
Reporting module is used to report and calls out arrival event to computer telephone integration server, the software of attending a banquet;
Receiver module is used to receive attend a banquet the calling arrival message of terminal transmission, the message that answers the call that the computer telephone integration server issues;
Processing module is used for indicating the terminal listening user calling of attending a banquet.
On the other hand, the embodiment of the invention provides a kind of network seat call answering system.
A kind of network seat call answering system comprises:
The computer telephone integration server is used to receive the calling arrival event that queue machine reports, and issues the message that answers the call to queue machine;
Queue machine is used to receive the calling that terminal sends of attending a banquet and arrives message, reports to call out arrival event and give the computer telephone integration server, and the message that answers the call that receiving computer phone integrating server issues, and the indication terminal listening user of attending a banquet is called out.
The embodiment of the invention provides a kind of network seat call answer method, device and system, the technical scheme that the embodiment of the invention provides realizes automatic answer-back by the specific operation flow of editor, the clear and definite calling system each several part division of labor, making attends a banquet handles more convenient and flexible for calling, thereby in call center system, no matter use software terminal or hardware terminal, the high efficiency that can both obtain to attend a banquet.
Description of drawings
Fig. 1 is the described network seat call answer method of an embodiment of the invention flow chart;
Fig. 2 is the described network seat call answer method of an embodiment of the invention flow chart;
Fig. 3 is the described network seat call answer method of an embodiment of the invention flow chart;
Fig. 4 is the described network seat call answering device of an embodiment of the invention block diagram;
Fig. 5 is the described network seat call answering system of an embodiment of the invention block diagram.
Embodiment
In order to realize automatic answer-back, improve the efficient of attending a banquet, the embodiment of the invention provides a kind of network seat call answer method.
In the technical scheme that the embodiment of the invention provides, attend a banquet software and cti server by TCP/IP (Transmission Control Protocol/Internet Protocol, transmission control protocol/internet protocol) interface is connected, cti server and queue machine are by CSTA (Computer SupportedTelecommunications Applications, the computer supported telecommunication applications service) protocol interface is connected, the terminal of attending a banquet and queue machine are by SIP (The Session Initiation Protocol, session initiation protocol) protocol interface is connected, and attending a banquet does not need to exist interface between software and the SIPPhone.Attend a banquet software by realizing calling out control alternately with CTI.
As shown in Figure 1, this seat call answer method comprises:
101, receive the calling arrival message that the terminal of attending a banquet sends.
Calling arrives when attending a banquet terminal, the terminal of attending a banquet ring, and expression has the arrival of calling.SIPPhone sends 180 and calls out arrival message to queue machine.
102, report the calling arrival event to give the computer telephone integration server.
After the SIPPhone ring, queue machine will be called out arrival event by Delivered (transmission) incident of CSTA agreement and be notified to CTI.
103, the message that answers the call that receiving computer phone integrating server issues.
The software prompt operator call that attends a banquet arrives, and calling is answered in operator's decision.The software of attending a banquet is initiated Answercall service carrying out call answering, and CTI issues Answercall message and gives SoftACD.
Can realize call protection by Answercall message being carried out the parameter expansion,, use user and password to carry out cryptographic check the message bag in order to improve security of system.It is as follows that Answercall message is carried out structural extended:
AnswerCallArgument::＝
CHOICE
{callToBeAnswered?ConnectionID，
SEQUENCE
{callToBeAnswered?ConnectionID，
extensions CSTACommonArguments}}
AnswerCallResult::＝
CHOICE
{extensions?CSTACommonArguments，
noData NULL}
CSTAPrivateData::＝CHOICE
{
null[0]IMPLICIT NULL OPTIONAL，
AnswerPara[1]IMPLICIT AnswerPara?Message
OPTIONAL
}
AnswerPara?Message ::＝CHOICE
{
event eventType?OPTIONAL，
Eventpara IA5String OPTIONAL, the redirectnumber parameter
user IA5String?OPTIONAL，
pas?sword IA5String?OPTIONAL，
}
Comprise user cipher in the Answercall message, after calling out arrival, the terminal of attending a banquet can utilize this user cipher to carry out the user cipher verification to calling out calling.
After the software prompt seat call reached if attend a banquet, the operator that attends a banquet be owing to the reason of self can not be answered calling, call answering that at this moment can the selective call branch mode.CTI shifts by the event parameter indicating call in the AnswerCall message, the number that redirectnumber parameter indicating call in the event parameter is transferred to, if the number of redirectnumber indication is a queue machine queue number decided at the higher level but not officially announced, then this calling is requeued.
104, indicate the terminal listening user of attending a banquet to call out.
SoftACD receives after the Answercall message that CTI issues, and the INFO that sends Session Initiation Protocol is to SIPPhone.
By INFO is expanded, can realize the calling protective capability, extension of message is as follows:
INFO?sip：188.1.1.100:5060SIP/2.0
Via：SIP/2.0/UDP?188.1.1.10:5061；branch＝z9hG4bKd709443d5
Call-ID：050856352782d6afcaee38cccd2083fa@188.1.1.100
From：<sip:28973844@188.1.1.100>；tag＝ff2b7a3e
To：<sip:*88880001@188.1.1.100>；tag＝d5b570f1
CSeq：2INFO
Max-Forwards：70
Content-Length：43
Content-Type：application/answer
event＝answer
user＝88880001
password＝f(8888)
The terminal of attending a banquet receives the INFO that SoftACD sends, and calls out according to this INFO listening user, replys processing.Comprise user cipher in the INFO of expansion, the terminal of attending a banquet can be carried out the user cipher verification to calling according to described INFO.If the user cipher verification is passed through, the terminal of attending a banquet listening user is called out; If the user cipher verification is not passed through, the terminal of attending a banquet not listening user is called out.
Calling transfer is carried out in event parameter indication in the INFO, the number that redirectnumber parameter indicating call in the event parameter is transferred to, after if the user cipher verification is passed through, the operator is because the situation that self reason can not answer the call, transfer the call to assigned number so, if the number of redirectnumber indication is a queue machine queue number decided at the higher level but not officially announced, then this calling is requeued.
The terminal of attending a banquet is replied after the processing, returns 200OK message to SoftACD.Do not need again terminal to be operated or require CTI to call to attend a banquet the SDK interface of terminal.
The process of the terminal of attending a banquet in the embodiment of the invention being carried out call answering below in conjunction with Fig. 2 further specifies.
As shown in Figure 2, this process comprises:
201, calling arrives the terminal of attending a banquet, and the terminal of attending a banquet ring also sends 180 message to queue machine;
202, queue machine will be called out arrival event by the Delivered incident and be notified to the computer telephone integration server;
203, the software prompt seat call of attending a banquet arrives, and the decision of attending a banquet answers the call;
204, the computer telephone integration server issues the message that answers the call and gives queue machine, comprises user cipher in the message that answers the call;
205, queue machine issues INFO and gives the terminal of attending a banquet, and comprises user cipher in the INFO;
206, the terminal listening user of attending a banquet is called out, and returns 200OK message to queue machine after listening user is called out.
The terminal of attending a banquet is carried out the user cipher verification according to the user cipher in the INFO to calling.If the user cipher verification is passed through, the terminal of attending a banquet listening user is called out; If the user cipher verification is not passed through, the terminal of attending a banquet not listening user is called out.
Can not carry out call answering below in conjunction with Fig. 3 to the terminal of attending a banquet in the embodiment of the invention, call out the process that requeues and further specify.
As shown in Figure 3, this process comprises:
301, calling arrives the terminal of attending a banquet, and the terminal of attending a banquet ring also sends 180 message to queue machine;
302, queue machine will be called out arrival event by the Delivered incident and be notified to the computer telephone integration server;
303, the software prompt seat call of attending a banquet arrives, and the decision of attending a banquet answers the call;
304, the computer telephone integration server issues the message that answers the call and gives queue machine;
Comprise user cipher, event parameter in the message that answers the call, event parameter indicating call shifts, the number that the redirectnumber parameter indicating call in the event parameter is transferred to.
305, queue machine issues INFO and gives the terminal of attending a banquet;
Comprise user cipher, event parameter in the INFO, event parameter indicating call shifts, the number that the redirectnumber parameter indicating call in the event parameter is transferred to.
306, the terminal of attending a banquet is carried out the user cipher verification to calling;
The terminal of attending a banquet is carried out the user cipher verification according to the user cipher in the INFO to calling.If the user cipher verification is passed through, the terminal of attending a banquet listening user is called out; If the user cipher verification is not passed through, the terminal of attending a banquet not listening user is called out.
307, the terminal of attending a banquet can not listening user be called out, and carries out calling transfer.
After if the user cipher verification is passed through, the operator can not answer the call owing to self reason, transfer the call to the number of redirectnumber indication so, if the number of redirectnumber indication is a queue machine queue number decided at the higher level but not officially announced, then this calling is requeued.
The embodiment of the invention provides a kind of network seat call answer method, the technical scheme that the embodiment of the invention provides is by expanding the AnswerCall message of CSTA agreement and the INFO of Session Initiation Protocol, edit specific operation flow and realize automatic answer-back, the clear and definite calling system each several part division of labor, thereby in call center system, no matter use software terminal or hardware terminal, the high efficiency that can both obtain to attend a banquet; Occur at cti server under the situation of the machine of delaying, queue machine is replaced by route, is called to SIPPhone automatically, and the operator finishes the basic calling business that continues by SIPPhone, and making attends a banquet handles more convenient and flexible for calling.
The embodiment of the invention also provides a kind of network seat call answering device.
As shown in Figure 4, this device comprises:
Wherein, after the user answered the call, receiver module also was used to receive the 200OK message that the terminal of attending a banquet is returned.
Sending module sends INFO to the terminal of attending a banquet, and after the indication listening user was called out, if the terminal of attending a banquet can not be called out by listening user, receiver module also was used for the message that answers the call that receiving computer phone integrating server issues; The described message that answers the call comprises replys parameter event, and calling transfer, the number that the redirectnumber parameter indicating call in the event parameter is transferred to are carried out in parameter event indication; Sending module also is used to issue INFO to attending a banquet terminal simultaneously, and described INFO comprises replys parameter event, and calling transfer, the number that the redirectnumber parameter indicating call in the event parameter is transferred to are carried out in parameter event indication.
This network seat call answering device is arranged in queue machine.
The embodiment of the invention provides a kind of network seat call answering device, the technical scheme that the embodiment of the invention provides is by expanding the AnswerCall message of CSTA agreement and the INFO of Session Initiation Protocol, edit specific operation flow and realize automatic answer-back, the clear and definite calling system each several part division of labor, making attends a banquet handles more convenient and flexible for calling, thereby in call center system, no matter use software terminal or hardware terminal, the high efficiency that can both obtain to attend a banquet.
The embodiment of the invention also provides a kind of network seat call answering system.
As shown in Figure 5, this system comprises:
Computer telephone integration server 501 is used to receive the calling arrival event that queue machine reports, and issues the message that answers the call to queue machine;
Queue machine 502, be used to receive the calling that terminal sends of attending a banquet and arrive message, report and call out arrival event to computer telephone integration server, the software of attending a banquet, the message that answers the call that receiving computer phone integrating server issues, and indicate the terminal listening user of attending a banquet to call out.
Wherein, this system also comprises:
The software 503 of attending a banquet is used to call out control;
The terminal 504 of attending a banquet is used for sending to call out to queue machine arriving message, calls out according to the indication listening user that queue machine issues, and return 200OK message to queue machine after answering the call.
The embodiment of the invention provides a kind of network seat call answering system, the technical scheme that the embodiment of the invention provides realizes automatic answer-back by the specific operation flow of editor, the clear and definite calling system each several part division of labor, making attends a banquet handles more convenient and flexible for calling, thereby in call center system, no matter use software terminal or hardware terminal, the high efficiency that can both obtain to attend a banquet.
The above; only be the specific embodiment of the present invention, but protection scope of the present invention is not limited thereto, anyly is familiar with those skilled in the art in the technical scope that the present invention discloses; can expect easily changing or replacing, 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 described claim.
Claims (10)
1. a network seat call answer method is characterized in that, comprising:
The reception calling that terminal sends of attending a banquet arrives message;
Report and call out arrival event to the computer telephone integration server;
The message that answers the call that receiving computer phone integrating server issues;
Indicate the terminal listening user of attending a banquet to call out.
2. network seat call answer method according to claim 1 is characterized in that, the described indication step of terminal listening user after calling out of attending a banquet comprises:
The reception 200OK message that terminal is returned of attending a banquet.
3. network seat call answer method according to claim 1 is characterized in that, comprises user cipher in the described message that answers the call, and indicates the terminal listening user of attending a banquet to call out step afterwards and also comprises:
The terminal of attending a banquet is carried out the user cipher verification;
Judge whether the user cipher verification is passed through, if the user cipher verification is passed through, the terminal of attending a banquet listening user is called out; If the user cipher verification is not passed through, the terminal of attending a banquet not listening user is called out.
4. network seat call answer method according to claim 1 is characterized in that, comprises in the described message that answers the call and replys parameter event, and the number that calling transfer and calling are transferred to is carried out in described parameter event indication.
5. network seat call answer method according to claim 1, it is characterized in that, described indication is attended a banquet the calling of terminal listening user for sending INFO to attending a banquet terminal, the indication listening user is called out, terminal can not be called out by listening user if attend a banquet, calling transfer is carried out in the indication of described INFO, and the number transferred to of indicating call.
If described number is not a queue number decided at the higher level but not officially announced, the terminal listening user of attending a banquet of described number correspondence is called out; If described number is a queue number decided at the higher level but not officially announced, customer call requeues.
6. a network seat call answering device is characterized in that, comprising:
Reporting module is used to report and calls out arrival event to the computer telephone integration server;
Receiver module is used to receive attend a banquet the calling arrival message of terminal transmission, the message that answers the call that the computer telephone integration server issues;
Processing module is used for indicating the terminal listening user calling of attending a banquet.
7. network seat call answering device according to claim 6, it is characterized in that, sending module is by sending INFO to the terminal of attending a banquet, indication is attended a banquet after the calling of terminal listening user, terminal can not be called out by listening user if attend a banquet, and receiver module also is used for the message that answers the call that receiving computer phone integrating server issues; The described message that answers the call comprises replys parameter event, and the number that calling transfer and calling are transferred to is carried out in described parameter event indication;
Sending module also is used to issue INFO and gives the terminal of attending a banquet, and calling transfer is carried out in described INFO indication, and the number transferred to of indicating call.
8. a network seat call answering system is characterized in that, comprising:
The computer telephone integration server is used to receive the calling arrival event that queue machine reports, and issues the message that answers the call to queue machine;
Queue machine is used to receive the calling that terminal sends of attending a banquet and arrives message, reports to call out arrival event and give the computer telephone integration server, and the message that answers the call that receiving computer phone integrating server issues, and the indication terminal listening user of attending a banquet is called out.
9. network seat call answering system according to claim 8 is characterized in that, also comprises:
The terminal of attending a banquet is used for sending to call out to queue machine arriving message, calls out according to the indication listening user that queue machine issues, and return 200OK message to queue machine after answering the call.
10. network seat call answering system according to claim 8 is characterized in that, the described message that answers the call comprises replys parameter event, and the number that calling transfer and calling are transferred to is carried out in described parameter event indication.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN 200810189294 CN101771763B (en) | 2008-12-30 | 2008-12-30 | Network seat call and answer method, device and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN 200810189294 CN101771763B (en) | 2008-12-30 | 2008-12-30 | Network seat call and answer method, device and system |
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| Publication Number | Publication Date |
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| CN101771763A true CN101771763A (en) | 2010-07-07 |
| CN101771763B CN101771763B (en) | 2013-10-09 |
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN 200810189294 Expired - Fee Related CN101771763B (en) | 2008-12-30 | 2008-12-30 | Network seat call and answer method, device and system |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2013063951A1 (en) * | 2011-11-02 | 2013-05-10 | 中兴通讯股份有限公司 | Service attendant call control method and device and call system |
| CN109005305A (en) * | 2018-07-16 | 2018-12-14 | 迈普通信技术股份有限公司 | A kind of call processing method and device of call center |
| CN112511703A (en) * | 2020-12-02 | 2021-03-16 | 中国建设银行股份有限公司 | Processing method and device for automatic answering of telephone and electronic equipment |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100433739C (en) * | 2001-12-26 | 2008-11-12 | 中兴通讯股份有限公司 | Calling centre compatible with public switched telenet and interconnected network and its access method |
| CN100456787C (en) * | 2004-05-19 | 2009-01-28 | 华为技术有限公司 | Call queuing method |
| CN101227632A (en) * | 2008-01-25 | 2008-07-23 | 深圳市科陆电子科技股份有限公司 | Distributed call centre system and traffic distributed transferring method |
-
2008
- 2008-12-30 CN CN 200810189294 patent/CN101771763B/en not_active Expired - Fee Related
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2013063951A1 (en) * | 2011-11-02 | 2013-05-10 | 中兴通讯股份有限公司 | Service attendant call control method and device and call system |
| CN109005305A (en) * | 2018-07-16 | 2018-12-14 | 迈普通信技术股份有限公司 | A kind of call processing method and device of call center |
| CN109005305B (en) * | 2018-07-16 | 2020-11-10 | 迈普通信技术股份有限公司 | Call processing method and device for call center |
| CN112511703A (en) * | 2020-12-02 | 2021-03-16 | 中国建设银行股份有限公司 | Processing method and device for automatic answering of telephone and electronic equipment |
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|---|---|
| CN101771763B (en) | 2013-10-09 |
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