CN101877797B - Method and system for controlling incoming calls as well as enterprise switchboard platform - Google Patents
Method and system for controlling incoming calls as well as enterprise switchboard platform Download PDFInfo
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- CN101877797B CN101877797B CN200910249743.1A CN200910249743A CN101877797B CN 101877797 B CN101877797 B CN 101877797B CN 200910249743 A CN200910249743 A CN 200910249743A CN 101877797 B CN101877797 B CN 101877797B
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Abstract
The invention discloses a method and a system for controlling incoming calls as well as an enterprise switchboard platform, wherein the method comprises the steps of: descending an incoming ring message to a client bound with an enterprise extension set after the enterprise switchboard platform receives an incoming call of the enterprise extension set; and controlling the incoming call by carrying out the interactive of control messages on the enterprise switchboard platform after the client receives the incoming ring message. In the invention, the incoming calls of the enterprise extension set is controlled and managed by carrying out the message interactive between the client bound with the enterprise extension set and the enterprise switchboard platform, thereby the enterprise is convenient to set some specific extension sets to be telephone operators for providing the consultation service, and the telephone operators can conveniently and flexibly carry out the controls of ordering, the secondary switch-over and the like on the incoming calls.
Description
Technical field
The present invention relates to voice valued added applications technical field, more specifically, relate to a kind of method, system and enterprise telephone exchange platform of controlling incoming call.
Background technology
The mode that realizes at present company telephone exchange mainly contains two kinds: a kind of is the self-built call center of enterprise, and a kind of is the company telephone exchange business that operator releases.
Mode for the self-built call center of enterprise, although the operator of enterprise can manage the incoming call of enterprise, but operation cost is high, and the operator of enterprise can only be gathered in a certain fixing console zone, must use special equipment ability access calling centring system, versatility and convenience are all very poor.
The company telephone exchange business that operator releases is to provide unified enterprise telephone exchange platform by operator, the straight line phone of enterprise staff is set to the extension set of company telephone exchange, the user dials the enterprise telephone exchange platform that the general number of enterprise can access carrier, is transferred on the extension set of enterprise staff according to user's demand.Although this scheme need to not set up the call center in enterprises,, after calling was transferred on enterprise's extension set by exchange, the employee of enterprise's extension set can't control incoming call, for example, secondary switching etc. is ranked, carried out to a plurality of incoming calls.
Summary of the invention
The technical problem that the present invention will solve provides a kind of method of controlling incoming call, can control incoming call.
The invention provides a kind of method of controlling incoming call, the method comprises: after enterprise telephone exchange platform receives incoming call to enterprise's extension set, issue incoming call vibration message to the client with enterprise extension set binding; Client after receiving incoming call vibration message, by with enterprise telephone exchange platform carry out control message come alternately incoming call is controlled.
An embodiment according to the inventive method, by with enterprise telephone exchange platform carry out control message come alternately the step that incoming call is controlled is comprised: client reports client to answer message to enterprise telephone exchange platform, and client is answered the calling number that comprises the incoming call that receives in the message and the number of enterprise's extension set; Enterprise telephone exchange platform is by calling network enterprise extension set; After incoming call arrived enterprise's extension set, method also comprised: in the situation that enterprise's extension set incoming call answering is called out, client reports telephone answering message to enterprise telephone exchange platform; Or in the situation of enterprise's extension set long time no answer, enterprise telephone exchange platform issues the phone no answer message to client; Or in the situation that enterprise's extension set refusal incoming call answering is called out, client reports phone on-hook message to enterprise telephone exchange platform.
Another embodiment according to the inventive method, by with enterprise telephone exchange platform carry out control message come alternately the step that incoming call is controlled is comprised: if there are a plurality of users to call out enterprise's extension set, then carry out sequencing display according to prerequisite incoming call to a plurality of users in client; Select incoming call to be continued from a plurality of users' incoming call, and report client to answer message to enterprise telephone exchange platform, client is answered the calling number that comprises incoming call to be continued in the message and the number of enterprise's extension set; Enterprise telephone exchange platform is by calling network enterprise extension set.
Another embodiment according to the inventive method, by with enterprise telephone exchange platform carry out control message come alternately the step that incoming call is controlled is also comprised: client reports client to keep message to enterprise telephone exchange platform, and client keeps comprising the calling number of the incoming call that is not selected in a plurality of users' the incoming call and the number of enterprise's extension set in the message; Enterprise telephone exchange platform is play wait tone to the calling subscriber of the incoming call that is not selected after receiving client and keeping message.
Again embodiment according to the inventive method, by with enterprise telephone exchange platform carry out control message come alternately the step that incoming call is controlled is comprised: client reports the client diversion message to enterprise telephone exchange platform, comprises the transferred number of the number of the calling number of the incoming call that receives and enterprise's extension set of presetting in the client diversion message; Enterprise telephone exchange platform is by the transferred number of the number of calling network enterprise extension set.
Again embodiment according to the inventive method, by with enterprise telephone exchange platform carry out control message come alternately the step that incoming call is controlled is comprised: in the situation that client refusal incoming call answering is called out, client reports client refusal to answer message to enterprise telephone exchange platform, and the client refusal is answered the calling number that comprises the incoming call that receives in the message and the number of enterprise's extension set; Enterprise telephone exchange platform after receiving client refusal and answering message, the incoming call that the client refusal that stops continuing is answered.
According to an again embodiment of the inventive method, the method also comprises: client is carried out identification by enterprise telephone exchange platform to the calling subscriber of incoming call after receiving incoming call vibration information, and on client display of calling user's information.
The present invention controls the method for incoming call, by and the client of enterprise extension set binding and enterprise telephone exchange platform between carry out interacting message and come the incoming call of enterprise's extension set is carried out control and management, thereby be convenient to some specific extension set of enterprise be set to externally to provide advice traffic personnel of service, this traffic personnel can be easily and flexibly to incoming call rank, the control such as secondary switching.
Another technical problem that the present invention will solve provides a kind of enterprise telephone exchange platform, can control incoming call.
The invention provides a kind of enterprise telephone exchange platform, this enterprise telephone exchange platform comprises that ring issues module and control message processing module, ring issues module and is used for behind the incoming call that receives enterprise's extension set, issues incoming call vibration message to the client with enterprise extension set binding; The control message processing module is used for receiving the control message that client reports after ring issues module to issue incoming call vibration message, and according to control message incoming call is controlled.
Enterprise telephone exchange platform embodiment according to the present invention, the control message processing module comprises: client is answered message processing unit, answer message and pass through calling network enterprise extension set for the client that the reception client reports, in the situation that enterprise's extension set incoming call answering is called out, receive the telephone answering message that client reports, or in the situation of enterprise's extension set long time no answer, issue the phone no answer message to client, or in the situation that enterprise's extension set refusal incoming call answering is called out, receive the phone on-hook message that client reports, wherein, client is answered the calling number that comprises the incoming call that receives in the message and the number of enterprise's extension set.
Another embodiment of enterprise telephone exchange platform according to the present invention, the control message processing module comprises: client keeps message processing unit, be used for receiving the client maintenance message that client reports, client keeps comprising in the message not the calling number of the incoming call of being answered by client and the number of enterprise's extension set, and plays wait tone to the calling subscriber of the incoming call of not answered by client.
The another embodiment of enterprise telephone exchange platform according to the present invention, the control message processing module comprises: client diversion message processing unit, be used for receiving the client diversion message that client reports, comprise the calling number of the incoming call that receives and the transferred number of the number of the enterprise's extension set that presets in the client diversion message, and pass through the transferred number of the number of calling network enterprise extension set.
The again embodiment of enterprise telephone exchange platform according to the present invention, the control message processing module comprises: the client refusal is answered message processing unit, answer message for the client refusal that the reception client reports, and the client refusal that stops the continuing incoming call of answering, wherein, client refusal is answered the calling number that comprises the incoming call that receives in the message and the number of enterprise's extension set.
Enterprise telephone exchange platform provided by the invention comes the incoming call of enterprise's extension set is carried out control and management by carrying out interacting message with the client of enterprise extension set binding, thereby be convenient to some specific extension set of enterprise be set to externally to provide advice traffic personnel of service, this traffic personnel can be easily and flexibly to incoming call rank, the control such as secondary switching.
The another technical problem that the present invention will solve provides a kind of system that controls incoming call, can control incoming call.
The present invention provides again a kind of system that controls incoming call, this system comprise enterprise telephone exchange platform and with the client of enterprise extension set binding, enterprise telephone exchange platform is used for behind the incoming call that receives enterprise's extension set, issue incoming call vibration message to client, and according to the mutual control message of client incoming call being controlled; Client is used for receiving incoming call vibration message, and carries out the mutual to realize the control to incoming call of control message with enterprise telephone exchange platform.
An embodiment of system according to the invention, client comprises: incoming call storage display module, the information that is used for a plurality of users' that will receive incoming call is stored and is shown; The incoming call order module is used for sorting according to the information of prerequisite to the shown a plurality of users' of incoming call storage display module incoming call.
The system of control incoming call provided by the invention, by and the client of enterprise extension set binding and enterprise telephone exchange platform between carry out interacting message and come the incoming call of enterprise's extension set is carried out control and management, thereby be convenient to some specific extension set of enterprise be set to externally to provide advice traffic personnel of service, this traffic personnel can be easily and flexibly to incoming call rank, the control such as secondary switching.
Description of drawings
Accompanying drawing described herein is used to provide a further understanding of the present invention, consists of the application's a part.In the accompanying drawings:
Fig. 1 is the structural representation of an embodiment of the present invention system of controlling incoming call.
Fig. 2 is the structural representation of another embodiment of the present invention system of controlling incoming call.
Fig. 3 is the structural representation of an embodiment of enterprise telephone exchange platform of the present invention.
Fig. 4 is the structural representation of another embodiment of enterprise telephone exchange platform of the present invention.
Fig. 5 is the schematic flow sheet of an embodiment of the present invention's method of controlling incoming call.
Fig. 6 is the schematic flow sheet of another embodiment of the present invention's method of controlling incoming call.
Fig. 7 is the schematic flow sheet of the another embodiment of the present invention's method of controlling incoming call.
Fig. 8 is the again schematic flow sheet of an embodiment of the present invention's method of controlling incoming call.
Fig. 9 is the again schematic flow sheet of an embodiment of the present invention's method of controlling incoming call.
Figure 10 is the again schematic flow sheet of an embodiment of the present invention's method of controlling incoming call.
Embodiment
With reference to the accompanying drawings the present invention is described more fully, exemplary embodiment of the present invention wherein is described.Exemplary embodiment of the present invention and explanation thereof are used for explaining the present invention, but do not consist of improper restriction of the present invention.
Fig. 1 is the structural representation of an embodiment of the present invention system of controlling incoming call.
As shown in Figure 1, this embodiment comprise enterprise telephone exchange platform 11 and with the client 13 of enterprise extension set 12 bindings, enterprise telephone exchange platform 11 is used for behind the incoming call that receives enterprise's extension set 12, issue incoming call vibration message to client 13, and according to the mutual control message of client 13 incoming call being controlled; Client 13 is used for receiving incoming call vibration message, and carries out the mutual to realize the control to incoming call of control message with enterprise telephone exchange platform 11.
For example, enterprise telephone exchange platform 11 may operate on the server of operator, and address book information, incoming call record and the enterprise's extension set of authentication information, enterprises address book information, corporate client of storing each corporate client is to the control record of incoming call etc.Enterprise telephone exchange platform 11 and client 13 link to each other by the Internet, and fit end 13 provides user's authentication, enterprise address book maintenance management, based on the incoming call caller information prompting of address list, to the functions such as calling control of extension set incoming call.In addition, enterprise telephone exchange platform 11 also links to each other with PSTN (public switch telephone network), realizes the functions such as access, switching and control of calling out.
Enterprise's extension set 12 is the employed phones of enterprise staff, and its telephone number is stored in the address list of enterprise telephone exchange platform 11, and this employee binds the client of telephone number and login after logining by client 13 automatically.Alternatively, the extension with the client binding can be direct number, fixed telephone number or phone number.
In addition, enterprise staff can also be revised in the company telephone exchange address list extension of oneself easily.
Client 13 operations on computers can be by internet access enterprise telephone exchange platform 11.When the user logins, can cooperate the authentication of finishing the user with enterprise telephone exchange platform at client input user's account number and password, and be supported in the automatic login function of preserving account number cipher on the client.Wherein, the account number of input can be user's telephone number.
This embodiment by and the client of enterprise extension set binding and enterprise telephone exchange platform between can realize alternately effective control to enterprise's extension set incoming call, because the easy implementation of client so that the method be highly susceptible to realizing, and greatly reduce the cost of operation and maintenance.
Fig. 2 is the structural representation of another embodiment of the present invention system of controlling incoming call.
As shown in Figure 2, the system of this embodiment comprise enterprise telephone exchange platform 11 and with the client 21 of enterprise extension set binding, this client 21 comprises incoming call storage display module 211, the information that is used for a plurality of users' that will receive incoming call is stored and is shown; Incoming call order module 212 is used for sorting according to the information of prerequisite to the shown a plurality of users' of incoming call storage display module incoming call, identical among the 26S Proteasome Structure and Function of enterprise telephone exchange platform 11 and Fig. 1, therefore just no longer repetition.
When having incoming call to be transferred to this user's enterprise extension set by enterprise telephone exchange platform, if the user logins in client, then enterprise telephone exchange platform by interface protocol (for example, TCP/IP) dialing number information with incoming call is reported on the client of this user's login, client is accessed enterprise telephone exchange platform after receiving calling telephone number, and the address list on the inquiry enterprise telephone exchange platform is to carry out the identification of caller ID.If calling number in address list, then group and descriptor etc. under the name of display of calling user on the client, calling number, calling subscriber location, calling subscriber; If calling number not in address list, then display of calling number and calling subscriber location on client.
If enterprise's extension set corresponding to this user has a plurality of incoming calls, then show all incoming information tabulations on the client, the user can on the client to incoming information according to incoming call time, calling subscriber's name, calling number, calling subscriber location or calling subscriber under the condition such as group sort.
This embodiment provides a client for enterprise staff, and enterprise staff is realized control and management to the incoming call of enterprise's extension set alternately by this client and enterprise telephone exchange platform, thus can be easily to the management of ranking of a plurality of incoming calls.
Fig. 3 is the structural representation of an embodiment of enterprise telephone exchange platform of the present invention.
As shown in Figure 3, this embodiment enterprise telephone exchange platform comprises that ring issues module 31 and control message processing module 32, ring issues module 31 and is used for behind the incoming call that receives enterprise's extension set, issues incoming call vibration message to the client with enterprise extension set binding; Control message processing module 32 is used for receiving the control message that client reports after ring issues module 31 to issue incoming call vibration message, and according to control message incoming call is controlled.
This embodiment by and the client of enterprise extension set binding and enterprise telephone exchange platform between message come alternately the incoming call of enterprise's extension set is managed, thereby be convenient to some specific extension set of enterprise be set to externally to provide advice traffic personnel of hospitalit, this traffic personnel control such as can rank and continue incoming call easily and flexibly.
Fig. 4 is the structural representation of another embodiment of enterprise telephone exchange platform of the present invention.
As shown in Figure 4, compare with the embodiment among Fig. 3, the control message processing module 41 of this embodiment enterprise telephone exchange platform comprises that client is answered message processing unit 411, client keeps message processing unit 412, client diversion message processing unit 413 and client refusal to answer message processing unit 414.
Wherein, client is answered message processing unit 411 and is used for receiving that client that client reports is answered message and by calling network enterprise extension set, in the situation that enterprise's extension set incoming call answering is called out, receive the telephone answering message that client reports, or in the situation of enterprise's extension set long time no answer, issue the phone no answer message to client, or in the situation that enterprise's extension set refusal incoming call answering is called out, receive the phone on-hook message that client reports, wherein, client is answered the calling number that comprises the incoming call that receives in the message and the number of enterprise's extension set.
Client keeps message processing unit 412 to be used for receiving the client maintenance message that client reports, client keeps comprising in the message not the calling number of the incoming call of being answered by client and the number of enterprise's extension set, and plays wait tone to the calling subscriber of the incoming call of not answered by client.
Client diversion message processing unit 413 is used for receiving the client diversion message that client reports, comprise the calling number of the incoming call that receives and the transferred number of the number of the enterprise's extension set that presets in the client diversion message, and pass through the transferred number of the number of calling network enterprise extension set.
The client refusal is answered message processing unit 414 and is answered message for the client refusal that the reception client reports, and the client refusal that stops the continuing incoming call of answering, wherein, client refusal is answered the calling number that comprises the incoming call that receives in the message and the number of enterprise's extension set.
By this embodiment, enterprise need not self-built call center just can externally provide the traffic service of attending a banquet, and the operator of enterprise can freely be dispersed in different places, can serve by the network entry client whenever and wherever possible, satisfied some corporate client wish with convenient, flexible and cheaply mode the requirement of artificial speech service externally is provided, external image and the customer satisfaction of enterprise is provided.
Fig. 5 is the schematic flow sheet of an embodiment of the present invention's method of controlling incoming call.
As shown in Figure 5, this embodiment may further comprise the steps:
S502 after enterprise telephone exchange platform receives incoming call to enterprise's extension set, issues incoming call vibration message (Phone Ring) to the client with enterprise extension set binding, inform client have to the incoming call of enterprise's extension set of its binding;
S504, client is after receiving incoming call vibration message, by with enterprise telephone exchange platform carry out control message come alternately incoming call is controlled, alternatively, can also carry out identification to the calling subscriber of incoming call by enterprise telephone exchange platform, and on client display of calling user's information.
This embodiment by and the client of enterprise extension set binding and enterprise telephone exchange platform between carry out interacting message and come the incoming call of enterprise's extension set is carried out control and management, thereby be convenient to the traffic personnel that some specific extension set of enterprise is set to the service of externally providing advice, this traffic personnel can manage incoming call easily and flexibly.
Fig. 6 is the schematic flow sheet of another embodiment of the present invention's method of controlling incoming call.
As shown in Figure 6, this embodiment may further comprise the steps:
S602 after enterprise telephone exchange platform receives incoming call to enterprise's extension set, issues incoming call vibration message (Phone Ring) to the client with enterprise extension set binding, inform client have to the incoming call of enterprise's extension set of its binding;
S604, client is after receiving incoming call vibration message, it is rear (at this moment to click " answering " in client, incoming call to enterprise's extension set is not really connected, show that herein the operator expects to answer), client reports client to answer message (PCAnswer) by interface protocol to enterprise telephone exchange platform, client is answered the calling number that comprises the incoming call that receives in the message and the number (maximum length of these two numbers all can be 15, and type is character string) of enterprise's extension set; Enterprise telephone exchange platform (for example, PSTN) is called out enterprise's extension set by network; After incoming call arrived enterprise's extension set, the method also comprised: in the situation that enterprise's extension set incoming call answering is called out, client reports telephone answering message (Phone Answer) to enterprise telephone exchange platform, and enterprise's extension set begins ring simultaneously; Or in the situation of enterprise's extension set long time no answer, enterprise telephone exchange platform issues phone no answer message (Phone No Answer) to client; Or in the situation that enterprise's extension set refusal incoming call answering is called out, client reports phone on-hook message (Phone Hang up) to enterprise telephone exchange platform.
For example, when C customer call A extension set, the incoming information that shows C client in client, if the A extension subscriber selects to answer C client's incoming call, then send the client that comprises C client's number and A extension by client to enterprise telephone exchange platform and answer message, enterprise telephone exchange platform passes through calling network A extension set after receiving this message, if the A extension set is answered this incoming call, then report telephone answering message by client to enterprise telephone exchange platform, if A extension set refusal is answered this incoming call, then report phone on-hook message by client to enterprise telephone exchange platform, if the A extension set is the ring unanswered for a long time, then issue the phone no answer message by enterprise telephone exchange platform to client, once missed phone from C client with the prompting client.
In this embodiment, can be by effectively controlling incoming call answering is called out with the client of enterprise extension set binding.
Fig. 7 is the schematic flow sheet of the another embodiment of the present invention's method of controlling incoming call.
As shown in Figure 7, this embodiment may further comprise the steps:
S702 after enterprise telephone exchange platform receives incoming call to enterprise's extension set, issues incoming call vibration message (Phone Ring) to the client with enterprise extension set binding, inform client have to the incoming call of enterprise's extension set of its binding;
S704, if there are a plurality of users to call out enterprise's extension set, then client is carried out sequencing display according to the incoming call of prerequisite (for example, can according to group under incoming call time, calling subscriber's name, calling number, calling subscriber location or the calling subscriber etc.) to a plurality of users in client after receiving incoming call vibration message; Select incoming call to be continued from a plurality of users' incoming call, and report client to answer message (PC Answer) to enterprise telephone exchange platform, client is answered the calling number that comprises incoming call to be continued in the message and the number of enterprise's extension set; Enterprise telephone exchange platform is by calling network enterprise extension set.
For example, when B client, C client and D client call out the A extension set simultaneously, the incoming information that on client, shows simultaneously B client, C client and D client, client is ranked to these three clients according to group under B client, C client and the D client, select the C client in the VIP group at first to answer, then send the client that comprises C client's number and A extension by client to enterprise telephone exchange platform and answer message, enterprise telephone exchange platform passes through calling network A extension set after receiving this message, so that the call through between C client and the A extension set.
In this embodiment, can by with the client of enterprise extension set binding according to the condition that presets to the control of sorting of a plurality of incoming calls, thereby can answer according to priority orders various users' incoming call.
Fig. 8 is the again schematic flow sheet of an embodiment of the present invention's method of controlling incoming call.
As shown in Figure 8, this embodiment may further comprise the steps:
S802 after enterprise telephone exchange platform receives incoming call to enterprise's extension set, issues incoming call vibration message (Phone Ring) to the client with enterprise extension set binding, inform client have to the incoming call of enterprise's extension set of its binding;
S804, if the user who has a plurality of users to call out enterprise's extension set and this enterprise's extension set is answering other incoming calls, or temporarily do not want to answer certain (a bit) incoming call, then client reports client to keep message (PCHold) by interface protocol to enterprise telephone exchange platform after receiving incoming call vibration message, and client keeps comprising the calling number of certain (a bit) incoming call and the number of enterprise's extension set in the message; Enterprise telephone exchange platform is play wait tone to the calling subscriber of certain (a bit) incoming call after receiving client and keeping message.
For example, when B client and C client call out the A extension set simultaneously, the incoming information that on client, shows simultaneously B client and C client, if the A extension subscriber selects to answer C client's incoming call, then send the client that comprises C client's number and A extension by client to enterprise telephone exchange platform and answer message, enterprise telephone exchange platform passes through calling network A extension set after receiving this message, so that the call through between C client and the A extension set.In addition, send the client that comprises B client's number and A extension by client to enterprise telephone exchange platform and keep message, enterprise telephone exchange platform receives the backward B client playing of this message wait tone, during B client enters and waits in line at this moment.
In this embodiment, can answer with refusal and compare by with the client of enterprise extension set binding the certain user being called out retentive control, improved to a certain extent user's perceptibility.
Fig. 9 is the again schematic flow sheet of an embodiment of the present invention's method of controlling incoming call.
As shown in Figure 9, this embodiment may further comprise the steps:
S902 after enterprise telephone exchange platform receives incoming call to enterprise's extension set, issues incoming call vibration message (Phone Ring) to the client with enterprise extension set binding, inform client have to the incoming call of enterprise's extension set of its binding;
S904, client is after receiving incoming call vibration message, report client diversion message (PC Transfer) to enterprise telephone exchange platform, comprise the calling number of the incoming call that receives and the transferred number of the number of the enterprise's extension set that presets in the client diversion message; Enterprise telephone exchange platform is by the transferred number of the number of calling network enterprise extension set, and this transferred number can be another enterprise's extension, also can be the telephone number of enterprise outside.
For example, set in advance the function that the calls transfer of A extension set is arrived the B extension set in the client with the binding of A extension set, when C customer call A extension set, the incoming information that shows C customer call A extension set in the client with the binding of A extension set, this moment, the A extension set was not answered, report the client diversion message that comprises C client's number and B extension to enterprise telephone exchange platform by the client with the binding of A extension set, enterprise telephone exchange platform issues incoming call vibration message to the client with the binding of B extension set, inform that the client of binding with the B extension set has incoming call, can select to answer with the client of B extension set binding this moment, refusal, keep or this incoming call of transferring again.
In this embodiment, can by with the client of enterprise extension set binding to the incoming call control of transferring, than busy, can avoid missing of busy phone at this enterprise's extension set by call diversion.
Figure 10 is the again schematic flow sheet of an embodiment of the present invention's method of controlling incoming call.
As shown in figure 10, this embodiment may further comprise the steps:
S1002 after enterprise telephone exchange platform receives incoming call to enterprise's extension set, issues incoming call vibration message (Phone Ring) to the client with enterprise extension set binding, inform client have to the incoming call of enterprise's extension set of its binding;
S1004, client is after receiving incoming call vibration message, report client refusal to answer message (PC Hang up) by interface protocol to enterprise telephone exchange platform, the client refusal is answered the calling number that comprises the incoming call that receives in the message and the number of enterprise's extension set; Enterprise telephone exchange platform after receiving client refusal and answering message, the incoming call that the client refusal that stops continuing is answered, and play corresponding refusal from the trend calling subscriber and answer prompting.
For example, when C customer call A extension set, the incoming information that shows C client in client, if A extension subscriber refusal is answered C client's incoming call, then send the client refusal that comprises C client's number and A extension by client to enterprise telephone exchange platform and answer message, enterprise telephone exchange platform stops continuing to this calling after receiving this message.
In this embodiment, can control by with the client of enterprise extension set binding the refusal of incoming call being answered effectively.
In above-mentioned this embodiment, enterprise need not self-built call center just can externally provide the traffic service of attending a banquet, and the operator of enterprise can freely be dispersed in different places, can serve by the network entry client whenever and wherever possible, satisfied some corporate client wish with convenient, flexible and cheaply mode the requirement of artificial speech service externally is provided, external image and the customer satisfaction of enterprise is provided.
Description of the invention provides for example with for the purpose of describing, and is not exhaustively or limit the invention to disclosed form.Many modifications and variations are apparent for the ordinary skill in the art.Selecting and describing embodiment is for better explanation principle of the present invention and practical application, thereby and makes those of ordinary skill in the art can understand the various embodiment with various modifications that the present invention's design is suitable for special-purpose.
Claims (4)
1. a method of controlling incoming call is characterized in that, described method comprises:
After enterprise telephone exchange platform receives incoming call to enterprise's extension set, issue incoming call vibration message to the client with described enterprise extension set binding;
Described client is after receiving described incoming call vibration message, by described enterprise telephone exchange platform the calling subscriber of described incoming call is carried out identification, and in all incoming information tabulations of described client demonstration, incoming information is sorted according to group under incoming call time, calling subscriber's name, calling number, calling subscriber location or the calling subscriber;
There are being a plurality of users to call out in the situation of described enterprise extension set, described client is selected incoming call to be continued according to ranking results from described a plurality of users' incoming call, and report client to answer message to described enterprise telephone exchange platform, described client is answered the calling number that comprises incoming call described to be continued in the message and the number of described enterprise extension set, described enterprise telephone exchange platform is by the described enterprise of calling network extension set, described client also reports client to keep message to described enterprise telephone exchange platform, described client keeps comprising the calling number of the incoming call that is not selected in described a plurality of users' the incoming call and the number of described enterprise extension set in the message, described enterprise telephone exchange platform is play wait tone to the calling subscriber of the described incoming call that is not selected after receiving described client and keeping message;
Report in the situation of client diversion message to described enterprise telephone exchange platform in described client, the transferred number of the number of the described enterprise extension set that comprises the calling number of the incoming call that receives in the described client diversion message and preset, described enterprise telephone exchange platform is by the transferred number of the number of the described enterprise of calling network extension set;
Answer in the situation of described incoming call at described client refusal, described client reports the client refusal to answer message to described enterprise telephone exchange platform, described client refusal is answered the calling number that comprises the incoming call that receives in the message and the number of described enterprise extension set, described enterprise telephone exchange platform after receiving described client refusal and answering message, the incoming call that the described client refusal that stops continuing is answered;
Report client to answer in the situation of message in described client to described enterprise telephone exchange platform, described client is answered the calling number that comprises the incoming call that receives in the message and the number of described enterprise extension set, described enterprise telephone exchange platform is by the described enterprise of calling network extension set, answer in the situation of described incoming call at described enterprise extension set, described client reports telephone answering message to described enterprise telephone exchange platform, or in the situation of described enterprise extension set long time no answer, described enterprise telephone exchange platform issues the phone no answer message to described client, or answer in the situation of described incoming call at described enterprise extension set refusal, described client reports phone on-hook message to described enterprise telephone exchange platform.
2. an enterprise telephone exchange platform is characterized in that, described enterprise telephone exchange platform comprises that ring issues module and control message processing module,
Described ring issues module and is used for behind the incoming call that receives enterprise's extension set, issues incoming call vibration message to the client with described enterprise extension set binding;
Described control message processing module is used for after described ring issues module to issue described incoming call vibration message according to the query requests of described client the calling subscriber of described incoming call being carried out identification, all incoming informations are sent to client, receive the control message that described client reports, and according to described control message described incoming call is controlled;
Described control message processing module comprises:
Client is answered message processing unit, be used for receiving that client that described client reports is answered message and by the described enterprise of calling network extension set, answer at described enterprise extension set and receive the telephone answering message that described client reports in the situation of described incoming call, or in the situation of described enterprise extension set long time no answer, issue the phone no answer message to described client, or answer at described enterprise extension set refusal in the situation of described incoming call and receive the phone on-hook message that described client reports, wherein, described client is answered the calling number that comprises the incoming call that receives in the message and the number of described enterprise extension set;
Client keeps message processing unit, be used for receiving the client maintenance message that described client reports, described client keeps comprising in the message not the calling number of the incoming call of being answered by described client and the number of described enterprise extension set, and plays wait tone to the calling subscriber of described incoming call of not answered by described client;
Client diversion message processing unit, be used for receiving the client diversion message that described client reports, comprise the calling number of the incoming call that receives and the transferred number of the number of the described enterprise extension set that presets in the described client diversion message, and pass through the transferred number of the number of the described enterprise of calling network extension set;
The client refusal is answered message processing unit, be used for receiving the client refusal that described client reports and answer message, and the described client refusal that stops the continuing incoming call of answering, wherein, described client refusal is answered the calling number that comprises the incoming call that receives in the message and the number of described enterprise extension set.
3. a system that controls incoming call is characterized in that, described system comprise enterprise telephone exchange platform claimed in claim 2 and with the client of enterprise extension set binding,
Described client is used for receiving described incoming call vibration message, show all incoming information tabulations, incoming information is sorted according to group under incoming call time, calling subscriber's name, calling number, calling subscriber location or the calling subscriber, and report client to answer message, telephone answering message, phone on-hook message, client to described enterprise telephone exchange platform to keep message, client diversion message or client refusal to answer message.
4. system according to claim 3 is characterized in that, described client comprises:
Incoming call storage display module, the information that is used for a plurality of users' that will receive incoming call is stored and is shown;
The incoming call order module is used for sorting according to the information of prerequisite to the shown described a plurality of users' of described incoming call storage display module incoming call;
The information reporting module is used for reporting client to answer message, telephone answering message, phone on-hook message, client maintenance message, client diversion message or client refusal to described enterprise telephone exchange platform and answers message.
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| CN103139055B (en) * | 2011-11-30 | 2016-02-10 | 中兴通讯股份有限公司 | Voice home gateway side realizes method and the device of internal call transfer |
| CN103491264B (en) * | 2012-06-13 | 2017-12-05 | 中兴通讯股份有限公司 | A kind of Multi-channel call of call center while processing method and system |
| CN105915519A (en) * | 2016-04-18 | 2016-08-31 | Ubiix有限公司 | Cross-time-zone incoming all diverting service method and system, and service terminal employed by same |
| CN106531166A (en) * | 2016-12-29 | 2017-03-22 | 广州视声智能科技有限公司 | Control method and device for voice recognition doorbell system extension |
| CN111479023B (en) * | 2019-07-15 | 2020-12-22 | 广州湖森电子科技有限公司 | Seat conversation processing method, seat cooperation control system and device |
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| CN1694476A (en) * | 2005-05-08 | 2005-11-09 | 何天华 | Automatic display method and system for incoming message switched by extension telephone |
| CN101267475A (en) * | 2008-03-28 | 2008-09-17 | 华为技术有限公司 | A realization method, application server and system for company telephone exchange access |
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