CN102148910A - Office software and enterprise private branch exchange (PBX) combined operation system and method - Google Patents

Office software and enterprise private branch exchange (PBX) combined operation system and method Download PDF

Info

Publication number
CN102148910A
CN102148910A CN 201110021119 CN201110021119A CN102148910A CN 102148910 A CN102148910 A CN 102148910A CN 201110021119 CN201110021119 CN 201110021119 CN 201110021119 A CN201110021119 A CN 201110021119A CN 102148910 A CN102148910 A CN 102148910A
Authority
CN
Grant status
Application
Patent type
Prior art keywords
pbx
software
office
message
event
Prior art date
Application number
CN 201110021119
Other languages
Chinese (zh)
Other versions
CN102148910B (en )
Inventor
洪波
Original Assignee
洪波
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date

Links

Abstract

The invention provides an office software and enterprise private branch exchange (PBX) combined operation system. The system comprises the enterprise PBX and the office software; the office software can acquire a PBX event message, and send a control command to the PBX; the office software can display states of other extensions and relays, and the office software can operate together with office automation (OA), customer relationship management (CRM), instant messaging (IM), mails or industry application software, so the service process and the management process of an enterprise can be driven by PBX communication. The invention also discloses an office software and enterprise PBX combined operation method. In the invention, human-oriented and abundant interfaces, and a great amount of existing application software running on an enterprise computer cooperatively and a great amount of software to be developed in the future are exhibited by a display of the computer, so abundant, efficient, combined, expandable and friendly interfaces are provided for the enterprise staff, the informatization and management levels of the enterprise are greatly improved, and the image of the enterprise is enhanced.

Description

一种办公软件和企业PBX协同工作系统及方法 One kind of office software and enterprise PBX systems and work methods

技术领域 FIELD

[0001] 本发明涉及通信技术领域,尤其涉及一种办公软件与企业PBX协同工作的系统及方法。 [0001] The present invention relates to communication technologies, and particularly to a system and method for corporate PBX office software to work together.

背景技术 Background technique

[0002] 现有企业大多数PBX及内部通信系统大多数都是采用普通的模拟电话机,来电了也无法知道是哪个人打进来的,即便是带来电显示的电话机,其也只能显示来电号码,无法知道这个客户是谁,是哪个公司,姓名是什么,想要做什么。 [0002] Most existing enterprise PBX and internal communications systems are mostly ordinary analog telephone, the caller can not know what people call came, even bringing Caller ID telephone, it can only display caller ID, you can not know who the customers are, which company, what name is what you want to do. 更无法与企业办公软件系统融合。 More can not be integrated with the corporate office software systems. 想打电话时,经常要去打开各种系统找客户/人员资料,费时费力,且未必是最新有效的。 When you want to call, often you go to open various systems to find customers / staff information, time consuming, and may not be the latest effective.

[0003] 即便是新式的IPPBX或新型的IP话机,虽可能可以显示更多一些信息和功能,因为话机本身的局限性以及特殊性难与企业的办公系统互联,也难达到计算机显示器的屏幕和计算机软件协同的丰富性。 [0003] Even the new IPPBX or new IP phone, although it may be possible to display some more information and functionality because of the limitations of the phone itself and the special nature of Internet business and office systems is difficult, but also difficult to achieve a computer display screen and computer software co richness. 难达到企业工作的共享和协作的特性要求。 Characteristics sharing and collaboration of hard work to achieve business requirements.

[0004] 随着企业/单位面临员工越来越多,客户也越来越多,各种业务系统和管理系统也越来越多,管理越来越复杂,管理成本也越来越高,仅靠着传统的通信系统已难满足企业日益增长的业务和管理的要求。 [0004] As the business / organization is facing more and more staff, more and more customers, a variety of business systems and management systems more and more, manage more complex, and more costly administration, only relying on traditional communication systems has been difficult to meet the requirements of the growing business and corporate management. 因此越来越多的提出需要将企业的PBX与企业的办公软件融合的系统,以能达到与企业业务流程,管理流程的相互配合的协同工作系统。 So more and more out of the system requires the enterprise PBX and enterprise office software integration, collaborative work systems in order to achieve the Company's business processes, management processes cooperating. 以提高企业的管理水平,工作效率及企业形象。 To improve the management level, efficiency and corporate image.

发明内容 SUMMARY

[0005] 有鉴于此,本发明提供一种办公软件与企业PBX协同工作的系统及方法,实现企业的PBX与企业的办公软件融合。 [0005] Accordingly, the present invention provides a system and method of office software work together with the corporate PBX, the PBX and enterprise business office software integration.

[0006] 本发明提供的办公软件和PBX协同工作的系统是这样实现的,包括办公软件、 PBX,其特征在于: [0006] The present invention provides an office PBX system and software to work together is achieved, including office software, PBX, wherein:

[0007] 办公软件与PBX之间进行通信,PBX将事件消息发送给办公软件,办公软件对PBX 下发控制命令,PBX处理所述控制命令,并且办公软件与第三方软件进行交互,获得与事件有关的数据信息和业务流程,进行业务处理,并显示业务信息,可以在办公软件或其他软件 [0007] software for communication between the office and the PBX, the PBX sends an event message to the office software, office PBX issued under software control command, the control command processing PBX, office software and interact with third-party software, the event is obtained data and information related to business processes, business processes, and display business information, software or other software can do their work in

上显示。 On display.

[0008] 其中,所述办公软件包括控制接口客户端模块、业务模块、第三方协同软件接口模块。 [0008] wherein said control interface comprises a office client software module, a service module, the third-party collaboration software interface module. 其中办公软件通过控制接口客户端模块连接到PBX上,接收PBX的事件消息,并对PBX 下发控制命令;控制接口客户端模块接收PBX事件消息后,对PBX消息进行解析,并将解析后的PBX消息数据提供给业务模块处理; Wherein the office software is connected via the control interface client module to the PBX, the PBX receives the event message, and a control command issued PBX; control interface client module receives the event message PBX, a PBX message parsing and analyzing the PBX message data to the service module;

[0009] 办公软件通过第三方协同软件接口模块与第三方软件交互,得到用于在办公软件上显示的相关数据信息和业务流程;PBX包含业务处理模块和控制接口模块,其中控制接口模块发送PBX事件消息,并接收办公软件的控制接口客户端模块发送的控制命令;办公软件通过控制接口客户端模块和PBX控制接口模块采用TCP/IP进行通信。 [0009] Office software by third-party software collaborative software interface module interacts with the third party, and obtain information relevant business processes data for display in the office software; PBX service processing module comprising an interface module and a control, wherein the control interface module transmits PBX event message receiving office software control commands and control interface module transmitting the client; office software control interface module using TCP / IP communication via a control interface and a client module PBX. [0010] 其中,所述控制命令包括:呼叫,挂机,转移,留言,录音,保持,三方,会议,监听,强插,强拆,强转;所述事件消息包括:来电、振铃、接通、挂机、转移,会议及与上述控制命令类型相同的消息;PBX在处理控制命令后向办公软件上报命令反馈消息;所述控制命令的格式包括: [0010] wherein the control command comprises: call, hang up, transfer, messages, audio, hold, three, meeting, listen, barge, forced disconnect, switch; message of the event comprises: an incoming call, ringing, ON , hold, transfer, conference, and with the same type of the control command message; command feedback reporting message to the PBX office software control command after the treatment; the format of the control command comprises:

[0011 ] 命令唯一ID,命令名,分机/中继标识,参数 [0011] The unique ID command, the command name, extension / relay identification, parameter

[0012] 其中所述参数可以为1个参数值或多个参数值; [0012] wherein the parameter may be a parameter or a plurality of parameter values;

[0013] 所述反馈消息的格式包括: [0013] format of the feedback message comprises:

[0014] 命令唯一ID,执行情况 [0014] unique command ID, implementation

[0015] 办公软件在下发命令执行过程中收到PBX发送的事件消息,依据业务流程,与第三方软件交互并更新办公软件界面信息;事件消息中包括:事件名,事件归属标识,分机/ 中继标识,主叫号,被叫号,参数;其中所述参数可以为1个参数值或多个参数值。 [0015] send the next command office software PBX receive event messages sent during execution, based on business processes, interact with third-party software and office software interface update information; event messages include: event name, event logo attribution, ext / in following identification, a calling number, called number, parameter; wherein the parameter may be a parameter value or parameter values.

[0016] 其中,办公软件通过控制接口客户端模块登录到PBX,用于登录的信息中的办公软件的身份标识含有与PBX相对应的唯一标识,PBX进行全认证以及合法性认证;所述唯一标识为分机号或PBX能翻译出的分机号的标识;办公软件在登录成功后,通过控制接口客户端模块获取PBX的分机和中继信息,并向PBX订阅事件消息,其中可按一到多个分机或一到多个事件类型订阅,或订阅全部PBX事件消息; [0016] wherein log office software client module via the control interface to PBX, information used to log in the office software containing the identity legality authentication and full authentication and the unique identifier corresponding to the PBX, PBX; the unique identified as the identification number or PBX extension can translate the extension numbers; office software after successful login, the client through the control interface module and relay information to obtain an extension of the PBX, and PBX subscription event messages, which can be one to many extensions or subscribe to one or more event types, or subscribe to all of the PBX event messages;

[0017] 所述控制接口客户端模块在收到PBX事件消息时,解析该消息,采用内部调用或进程间通讯方法上报给办公软件,办公软件通过消息中的分机标识和事件类型更新相应分机状态,并按定义的事件消息所对应的业务功能和业务流程进行处理。 [0017] The control interface client module PBX upon receiving an event message, parses the message, or using the inter-process communication methods called internally reported to the office software, office software extension corresponding status update message extension identity and type of event press event message corresponding to the defined business processes and business process functions.

[0018] 其中,业务功能和业务流程基于XML文档格式或其它描述语言定义的格式,办公软件与第三方系统交互时,通过第三方协同软件接口模块与第三方系统进行交互,交互方式采用数据库访问、RPC、HTTP、SOAP、TCP/IP方式中的一种或几种组合方式,完成业务,并将业务流程的数据交互结果在办公软件的界面进行显示; [0018] in which business functions and business processes, XML-based document formats or other description language definition format, office software with third-party systems to interact, interact through a third-party collaborative software interface module with third party systems, interactively using database access , RPC, HTTP, SOAP, TCP / IP embodiment one or several combinations manner, the business, and business process interaction result data for display in the office software interface;

[0019] 办公软件在收到PBX事件消息时,可依据事件流程定义同时向PBX发送控制命令, 所述控制命令包含录音、转移、会议、三方、监听命令。 [0019] Upon receipt of office software PBX event messages can be sent simultaneously to control the flow of events is defined in accordance with the PBX command, the control command includes recording, transfer, conference, three, listens for commands.

[0020] 其中,当办公软件收到PBX发送的消息时,消息中含有事件类型、分机/中继标识、主叫号和被叫号,办公软件通过事件类型按主叫号或被叫号,通过第三方协同软件接口模块检索数据库,获得客户的公司信息,个人姓名,公司相关数据,并检索出客户的历史通话记录,历史业务往来信息,通过办公软件在计算机显示器上显示出来,其中显示的信息包括:客户姓名,客户公司名称、来电号码、客户的历史通话记录,历史业务往来信息中的一种或几种组合,所述第三方协同软件接口模块通过数据库访问、RPC、SOAP、HTTP、CORBA, TCP/ IP方式中的一种或几种组合搜索出客户资料、历史客户记录或相关历史业务记录;所述消息为业务消息,其中所述业务包括电话、三方、会议。 [0020] wherein, when the office PBX software receives the transmitted message, the message includes an event type, station / relay identification, a calling number and called number, office software by event type by the calling number or called number, third-party software interface module to retrieve database coordination, customer access to company information, personal name, company data, and retrieve customer phone records of history, the history of business information through office software displayed on a computer monitor, which displays information includes: customer name, a combination of one or more of the client company name, caller ID, call customer history records, historical business information, the third-party collaborative software interface module database access through, RPC, SOAP, HTTP, CORBA, TCP / IP in the way of one or several combined search out customer information, customer records or history relevant historical business records; the message is a service message, which includes the business phone, the tripartite meeting.

[0021] 本发明提供的办公软件和PBX协同工作的方法,该方法包括: [0021] The method of the present invention office PBX software and provides a work, the method comprising:

[0022] 办公软件与PBX之间进行通信,PBX将事件消息发送给办公软件,办公软件对PBX 下发控制命令,PBX处理所述控制命令,并且办公软件与第三方软件进行交互,获得与事件有关的数据信息和业务流程,进行业务处理,并显示业务信息,可以在办公软件或其他软件上显不。 [0022] software for communication between the office and the PBX, the PBX sends an event message to the office software, office PBX issued under software control command, the control command processing PBX, office software and interact with third-party software, the event is obtained data and information related to business processes, business processes, and display business information, may significantly on office software or other software does.

[0023] 其中,办公软件通过控制接口客户端连接到PBX上,接收PBX的事件消息,并对PBX下发控制命令;办公软件的控制接口客户端模块接收PBX事件消息后,对PBX消息进行解析,并将解析后的PBX消息数据提供给办公软件业务模块处理; [0023] wherein, office software client via the control interface to the PBX, the PBX receives the event message, and send a control command PBX; control interface client software module office PBX upon receiving an event message, parses the message to PBX and provides the parsed data message PBX office software to service module;

[0024] 办公软件通过第三方协同软件接口模块与第三方软件交互,得到用于在办公软件上显示的相关数据信息和业务流程;PBX包含业务处理模块和控制接口模块,其中控制接口模块发送PBX事件消息,并接收办公软件的控制接口客户端模块发送的控制命令;办公软件通过控制接口客户端模块和PBX控制接口模块采用TCP/IP进行通信。 [0024] Office software by third-party software collaborative software interface module interacts with the third party, and obtain information relevant business processes data for display in the office software; PBX service processing module comprising an interface module and a control, wherein the control interface module transmits PBX event message receiving office software control commands and control interface module transmitting the client; office software control interface module using TCP / IP communication via a control interface and a client module PBX.

[0025] 其中,所述控制命令包括:呼叫,挂机,转移,留言,录音,保持,三方,会议,监听,强插,强拆,强转;所述事件消息包括:来电、振铃、接通、挂机、转移,会议及与上述控制命令类型相同的消息;PBX在处理控制命令后向办公软件上报命令反馈消息;所述控制命令的格式包括: [0025] wherein the control command comprises: call, hang up, transfer, messages, audio, hold, three, meeting, listen, barge, forced disconnect, switch; message of the event comprises: an incoming call, ringing, ON , hold, transfer, conference, and with the same type of the control command message; command feedback reporting message to the PBX office software control command after the treatment; the format of the control command comprises:

[0026] 命令唯一ID,命令名,分机/中继标识,参数 [0026] The unique ID command, the command name, extension / relay identification, parameter

[0027] 其中所述参数可以为1个参数值或多个参数值; [0027] wherein the parameter may be a parameter or a plurality of parameter values;

[0028] 所述反馈消息的格式包括: [0028] The format of the feedback message comprises:

[0029] 命令唯一ID,执行情况 [0029] unique command ID, implementation

[0030] 办公软件在下发命令执行过程中收到PBX发送的事件消息,依据业务流程,与第三方软件交互并更新办公软件界面信息;事件消息中包括:事件名,事件归属标识,分机/ 中继标识,主叫号,被叫号,参数;其中所述参数可以为1个参数值或多个参数值。 [0030] send the next command office software PBX receive event messages sent during execution, based on business processes, interact with third-party software and office software interface update information; event messages include: event name, event logo attribution, ext / in following identification, a calling number, called number, parameter; wherein the parameter may be a parameter value or parameter values.

[0031] 其中,办公软件通过控制接口客户端模块登录到PBX,用于登录的信息中的办公软件的身份标识含有与PBX相对应的唯一标识,PBX进行安全认证以及合法性认证;所述唯一标识为分机号或PBX能翻译出的分机号的标识;办公软件在登录成功后,通过控制接口客户端模块获取PBX的分机和中继信息,并向PBX订阅事件消息,其中可按一到多个分机或一到多个事件类型订阅,或订阅全部PBX事件消息; [0031] wherein log office software client module via the control interface to PBX, information used to log in the office software identity comprising a unique identification corresponding to the PBX, and the PBX legality authentication security authentication; the unique identified as the identification number or PBX extension can translate the extension numbers; office software after successful login, the client through the control interface module and relay information to obtain an extension of the PBX, and PBX subscription event messages, which can be one to many extensions or subscribe to one or more event types, or subscribe to all of the PBX event messages;

[0032] 所述控制接口客户端模块在收到PBX事件消息时,解析该消息,采用内部调用或进程间通讯方法上报给办公软件,办公软件通过消息中的分机标识和事件类型相应分机状态,并按定义的事件消息所对应的业务功能和业务流程进行处理。 [0032] The control interface client module PBX upon receiving an event message, parses the message, using the internal communication process or method call is reported to the office software, office software extension identity in the message and event types corresponding extension state, press event message corresponding to the defined business processes and business process functions.

[0033] 其中,业务功能和业务流程基于XML文档格式或其它描述语言定义的格式,办公软件与第三方系统交互时,通过第三方协同软件接口模块与第三方系统进行交互,交互方式采用数据库访问、RPC、HTTP、SOAP、TCP/IP方式中的一种或几种组合方式,完成业务,并将业务流程的数据交互结果在办公软件的界面进行显示; [0033] in which business functions and business processes, XML-based document formats or other description language definition format, office software with third-party systems to interact, interact through a third-party collaborative software interface module with third party systems, interactively using database access , RPC, HTTP, SOAP, TCP / IP embodiment one or several combinations manner, the business, and business process interaction result data for display in the office software interface;

[0034] 办公软件在收到PBX事件消息时,可依据事件流程定义同时向PBX发送控制命令, 所述控制命令包含录音、转移、会议、三方、监听命令。 [0034] Upon receipt of office software PBX event messages can be sent simultaneously to control the flow of events is defined in accordance with the PBX command, the control command includes recording, transfer, conference, three, listens for commands.

[0035] 其中,当办公软件收到PBX发送的消息时,消息中含有事件类型、分机/中继标识、主叫号和被叫号,办公软件通过事件类型按主叫号或被叫号,通过第三方协同软件接口模块检索数据库,获得客户的公司信息,个人姓名,公司相关数据,并检索出客户的历史通话记录,历史业务往来信息,通过办公软件在计算机显示器上显示出来,其中显示的信息包括:客户姓名,客户公司名称、来电号码、客户的历史通话记录,历史业务往来信息中的一种或几种组合,所述第三方协同软件接口模块通过数据库访问、RPC、SOAP、HTTP、CORBA,TCP/ IP方式中的一种或几种组合搜索出客户资料、历史客户记录或相关历史业务记录;所述消息为业务消息,其中所述业务包括电话、三方、会议。 [0035] wherein, when the office PBX software receives the transmitted message, the message includes an event type, station / relay identification, a calling number and called number, office software by event type by the calling number or called number, third-party software interface module to retrieve database coordination, customer access to company information, personal name, company data, and retrieve customer phone records of history, the history of business information through office software displayed on a computer monitor, which displays information includes: customer name, a combination of one or more of the client company name, caller ID, call customer history records, historical business information, the third-party collaborative software interface module database access through, RPC, SOAP, HTTP, CORBA, TCP / IP in the way of one or several combined search out customer information, customer records or history relevant historical business records; the message is a service message, which includes the business phone, the tripartite meeting. [0036] 本发明的有益效果是:利用电脑的显示器展现出普通电话机或IP电话机所不具备的人性化及丰富的界面及配合运行在企业电脑上的已有大量应用软件和未来可开发的大量软件,并让企业的PBX和办公软件之间,办公软件和第三方软件之间产生协同,为企业员工提供丰富高效的协同性和扩展性及友好界面,极大的提高企业的信息化和管理平并提高企业的形象。 [0036] the advantages are: the use of a computer monitor to show ordinary telephone or IP telephones are not available and user-friendly interface and rich with a lot of running existing applications on enterprise PCs and can be developed in the future the large number of software and allow enterprises between the PBX and office software, office software and create synergies between the third-party software to provide rich and efficient interoperability and scalability and friendly interface for employees, information technology greatly improves enterprise and management level and improve corporate image.

附图说明 BRIEF DESCRIPTION

[0037] 图1是办公软件与企业PBX协同工作的系统拓扑图; [0037] FIG. 1 is office software to work together with the enterprise PBX system topology;

[0038] 图2是办公软件与企业PBX协同工作的示意图; [0038] FIG. 2 is a schematic diagram of office software and enterprise PBX to work together;

[0039] 图3是办公软件与企业PBX的模块示意图; [0039] FIG. 3 is a schematic view of the corporate PBX office software modules;

[0040] 图4是办公软件与企业PBX之间业务应用的流程示意图。 [0040] Figure 4 is a flow chart of business applications software between office and enterprise PBX.

具体实施方式 Detailed ways

[0041] 图1是办公软件与企业PBX协同工作的系统拓扑图,外部电话通过企业PBX接入, 企业PBX与办公软件和内部分机相连,办公软件与第三方软件,如OA、CRM、企业IM和其他的软件相连接。 [0041] FIG. 1 is a system topology corporate PBX software and office work, the external access corporate PBX via telephone, connected to the corporate PBX and the internal extension office software, office software and third-party software, such as OA, CRM, enterprise IM and other software are connected. 办公软件与PBX之间进行通信,PBX将事件消息发送给办公软件,办公软件对PBX下发控制命令,PBX处理所述控制命令,并且办公软件与第三方软件进行交互,获得与事件有关的数据信息和业务流程,进行业务处理,并将业务信息显示在办公软件上。 Office communication between the PBX and the software, the PBX sends an event message to the office software, office PBX issued under software control command, the control command processing PBX, office software and interact with third-party software, to obtain data relating to the event information and business processes, business processes and business information displayed on the office software.

[0042] 图2是办公软件与企业PBX协同工作的示意图,企业PBX与客户电话连接,企业PBX通过控制接口与办公软件连接,办公软件与其他的软件进行协同工作,企业员工电脑上运行一个办公软件客户端,客户端软件与PBX协同工作,客户端软件可以获取PBX事件消息比如来电,振铃,接通,会议等,并可以对PBX发送控制指令,如呼叫,挂机,转移,保持,免打扰,录音,会议等。 [0042] FIG. 2 is a schematic diagram of office software and enterprise PBX interoperability, business PBX connected to the customer telephone, corporate PBX via the control interface and office software to connect, office software to work with other software, running on employees computers an office software client, the client software and the PBX to work, the client software can obtain the event message such as PBX call, ringing, oN, meetings, and may send control commands to the PBX, such as call, hang up, transfer, hold, Free bother, recording meetings. 客户端软件通过指令和接收到PBX各种消息时可以再与OA,CRM, IM,邮件或行业应用软件再协同工作。 The client software can then with OA, CRM, IM, e-mail or industry application software and then work through the instructions and receive various messages to the PBX. 达到以PBX通信来驱动企业的业务流程和管理流程。 In order to achieve PBX communications to drive business processes and management processes.

[0043] 图3是办公软件与企业PBX的模块示意图。 [0043] FIG. 3 is a block diagram of office software and the enterprise PBX. PBX包含业务处理模块和控制接口模块;办公软件包含控制接口客户端模块,业务模块,第三方协同软件接口模块。 PBX contains the service processing module and a control interface module; office software includes client control interface module, service module, third-party collaborative software interface module. 办公软件通过控制接口客户端连接到PBX上,PBX在有事件发生时通过控制接口发送PBX的事件消息; 控制接口客户端接收PBX事件消息后将翻译的消息提供给办公软件业务模块处理;办公软件通过控制接口客户端对PBX下发控制命令,PBX处理控制命令;办公软件通过第三方协同软件接口模块与第三方软件交互得到显示的相关数据信息和业务流程并进行处理及记录处理过程。 Office software client via the control interface to the PBX, the PBX via an event when the event message transmission control interface a PBX; control interface client receives an event message message PBX will provide the translation service module to the office software; office software issued by the control interface client under control of the PBX command, the processing PBX control commands; office software to obtain information related data displayed by the business process and the third-party software collaborative software interface module interacts with the third party, and processing and recording process.

[0044] 图4是办公软件与企业PBX之间业务应用的流程示意图。 [0044] Figure 4 is a flow chart of business applications software between office and enterprise PBX. 企业PBX通过控制接口与办公软件连接,所述连接采用TCP/IP通信。 Corporate PBX via the control interface is connected to the office software, the connection using the TCP / IP communication.

[0045] 办公软件通过控制接口客户端模块登录到PBX,办公软件的身份标识含有与PBX 相对应的唯一标识,PBX对客户端进行安全认证验证客户端的合法性;所述唯一标识为分机号或PBX能翻译出分机号的标识。 [0045] Office software log in to the client module control interface PBX, office software identity comprising a unique identification corresponding to the PBX, the client PBX legality authentication security authentication client; is the unique identification number or extension PBX can translate the identification extensions.

[0046] 办公软件在登录成功后,通过控制接口客户端模块获取PBX的分机和中继信息, 并向PBX订阅事件消息,其中可按一到多个分机或一到多个事件类型订阅,或订阅全部PBX 事件消息。 [0046] After successful login office software, through the control interface module acquires the client information and the relay station of the PBX to PBX subscription event messages, which may be one or a plurality of extension or a subscription to a plurality of event types, or Subscribe to all PBX event messages. [0047] PBX上包含有电话核心处理及控制接口,控制接口基于TCP/IP协议,控制接口提供的控制命令有:呼叫,挂机,转移,留言,录音,保持,三方,会议,监听,强插,强转等。 [0047] contains a PBX telephone-core processing and control interface, control interface based on TCP / IP protocol, control command interface provided are: call, hang up, transfer, message, record, hold, three, meeting, listening, Barge strong turn and so on. 办公软件通过电话控制接口客户端连接到PBX上,PBX控制接口验证客户端的合法性后并订阅相关的PBX消息。 Office software interface to the client connects to the PBX via telephone control, PBX control interface to verify the legitimacy of the client after the end of the PBX and subscribe to relevant information.

[0048] PBX有事件发生时,向所订阅该分机的控制接口客户端发送事件/状态消息。 When [0048] PBX event occurs, an event transmission / status message to the subscribed client extension control interface. 基本消息参数包括两类: The basic message parameters include two categories:

[0049] 控制接口客户端在收到上报的事件消息时上报给给办公软件,办公软件按事件所对应的业务功能和业务流程进行处理并,处理完成后,办公软件在界面上按相关信息进行显示显示处理。 [0049] The control interface is reported to the client when receiving the event message reported to the office software, office software by the event processing function and the corresponding service and business processes, after processing, office software according to the relevant information on the interface display processing. 在完成相关业务后,办公软件记录处理过程,并记录到相关的数据库或通过SOAP, HTTP等相关的接口,记录到业务记录中。 After completion of the relevant business, office software recording process, and recorded by the associated database or SOAP, HTTP, etc. associated interface, to the service records recorded.

[0050] 当有来电消息(消息中含有主叫号和被叫号)时,需要办公软件上显示出(客户姓名,客户公司名称,来电号码等,并显示出历史客户的来电处理情况,历史业务信息记录) [0050] When a call message (message containing the calling number and called number), the Office software needed on the display (customer name, customer company name, caller number, etc., and shows the handling of calls the customer's history, historical business information recording)

[0051] 1).使用数据库方式,办公软件按被叫检索本地数据库,把该客户的公司信息,个人姓名,公司相关信息检索出来,并通过客户信息检索出客户的历史通话记录,通过办公软件在计算机显示器上显示出来。 [0051] 1) Using the database mode, press office software called the local database retrieval, to the customer's company information, personal name, company-related information retrieved, and retrieve customer call history record information by customer, by office software It is displayed on the computer display.

[0052] 2).使用其它方式,如通过SOAP,HTTP,CORBA等搜索出客户资料,再搜索出历史客户记录,及相关历史业务记录。 [0052] 2) Use other means, such as through SOAP, HTTP, CORBA and other search out customer information, and then search out the history of customer records, business records and related history. 并在计算机显示器上显示出来。 And displayed on the computer display.

[0053] 此时,办公人员在办公电话响起来时,电脑显示器上也显示出客户信息,即同时可以知道相关的客户信息,及历史信息,并有准备进行预判处理。 [0053] In this case, the office staff in the office when the phone rang, also shows that customer information on a computer monitor that can simultaneously know the relevant customer information, and historical information, and have prepared to predict treatment. 并显示出可以进行的操作, 如发送短信,IM等。 And displaying the operation can be performed, such as sending messages, the IM and the like.

[0054] 此时因业务需要转给其它人员处理,办公人员操作办公软件界面转移功能,办公软件通过控制接口客户端下发转移命令给PBX控制接口,PBX接口在收到命令后,交给PBX 核心模块完成相关功能。 [0054] At this time, due to business needs transferred to other personnel processing, office software office staff transfer interface function, office software transfer end command issued by the control interface to the PBX customer control interface, PBX interface after receiving the command, to the PBX The core module to complete the related functions.

[0055] 同理会议,三方,保持等功能按类似操作。 [0055] The same meeting, the three parties, and other functions to maintain a similar operation.

[0056] 以上所述仅为本发明的优选实施例而已,并不用于限制本发明,对于本领域的技术人员来说,本发明可以有各种更改和变化。 [0056] The above description is only preferred embodiments of the present invention, it is not intended to limit the invention to those skilled in the art, the present invention may have various changes and variations. 凡在本发明的精神和原则之内,所作的任何修改、等同替换、改进等,均应包含在本发明的保护范围之内。 Any modification within the spirit and principle of the present invention, made, equivalent substitutions, improvements, etc., should be included within the scope of the present invention.

9 9

Claims (12)

  1. 1. 一种办公软件和PBX协同工作的系统,包括办公软件、PBX,其特征在于:办公软件与PBX之间进行通信,PBX将事件消息发送给办公软件,办公软件对PBX下发控制命令,PBX处理所述控制命令,并且办公软件与第三方软件进行交互,获得与事件有关的数据信息和业务流程,进行业务处理,并显示业务信息。 An office work and the PBX software system, including office software, PBX, wherein: communication between the office software and the PBX, the PBX sends an event message to the office software, office PBX issued under software control commands, PBX processes the control commands and office software to interact with third-party software, access data and event-related information and business processes, business processes, and display business information.
  2. 2.如权利要求1所述的系统,其特征在于,所述办公软件包括控制接口客户端模块、业务模块、第三方协同软件接口模块;其中办公软件通过控制接口客户端模块连接到PBX上,接收PBX的事件消息,并对PBX 下发控制命令;控制接口客户端模块接收PBX事件消息后,对PBX消息进行解析,并将解析后的PBX消息数据提供给业务模块处理;办公软件通过第三方协同软件接口模块与第三方软件交互,得到用于在办公软件上显示的相关数据信息和业务流程;PBX包含业务处理模块和控制接口模块,其中控制接口模块发送PBX事件消息,并接收办公软件的控制接口客户端模块发送的控制命令;办公软件通过控制接口客户端模块和PBX控制接口模块采用TCP/IP进行通信。 2. The system according to claim 1, characterized in that said control interface comprises a office client software module, a service module, the third-party collaboration software interface module; wherein the office software is connected to the PBX via the control interface client module, the PBX receives the event message, and a control command issued PBX; control interface client module receives the event message PBX, a PBX parses the message, and the PBX provides the parsed data message to the service module; office software by a third party collaborative software interface module interacts with the third party software, and to obtain information relevant business processes data for display on the office software; PBX service processing module comprising an interface module and a control, wherein the control interface module PBX transmits an event message, and receiving office software Interface control command sent by the client module; office software control interface module using TCP / IP communication via a control interface and a client module PBX.
  3. 3.如权利要求2所述的系统,其特征在于,所述控制命令包括:呼叫,挂机,转移,留言, 录音,保持,三方,会议,监听,强插,强拆,强转;所述事件消息包括:来电、振铃、接通、挂机、转移,会议及与上述控制命令类型相同的消息;PBX在处理控制命令后向办公软件上报命令反馈消息;所述控制命令的格式包括:命令唯一ID,命令名,分机/中继标识,参数其中所述参数可以为1个参数值或多个参数值;所述反馈消息的格式包括:命令唯一ID,执行情况办公软件在下发命令执行过程中收到PBX发送的事件消息,依据业务流程,与第三方软件交互并更新办公软件界面信息;事件消息中包括:事件名,事件归属标识,分机/中继标识,主叫号,被叫号,参数;其中所述参数可以为1个参数值或多个参数值。 The event; call, hang up, transfer, messages, audio, hold, three, meeting, listen, barge, forced disconnect, turn: The system as claimed in claim 2, characterized in that the control command comprises message comprising: a call, ringing, connected, hang up, transfer, conference, and with the same type of the control command message; command feedback reporting message to the PBX office software control command after the treatment; the control command format comprising: a command unique ID, command name, extension / relay identification, wherein the parameter is a parameter can be a parameter value or parameter values; the format of the feedback message comprises: a unique command ID, office software implementation of the next command issued during receive the event message sent by the PBX, based on business processes, interact with third-party software and office software interface update information; event messages include: event name, event logo attribution, extension / relay identifier, calling number, called number, parameters; wherein said parameter may be a parameter value or parameter values.
  4. 4.如权利要求2或3所述的系统,其特征在于,办公软件通过控制接口客户端模块登录到PBX,用于登录的信息中的办公软件的身份标识含有与PBX相对应的唯一标识,PBX进行安全认证以及合法性认证;所述唯一标识为分机号或PBX能翻译出的分机号的标识;办公软件在登录成功后,通过控制接口客户端模块获取PBX的分机和中继信息,并向PBX订阅事件消息,其中可按一到多个分机或一到多个事件类型订阅,或订阅全部PBX事件消息;所述控制接口客户端模块在收到PBX事件消息时,解析该消息,采用内部调用或进程间通讯方法上报给办公软件,办公软件通过消息中的分机标识和事件类型更新相应分机状态,并按定义的事件消息所对应的业务功能和业务流程进行处理。 4. The system of claim 2 or claim 3, wherein the office software log through a control interface to the PBX client module, login information for the office software identity comprising a unique identification corresponding to the PBX, PBX safety certification and verification of legality; a unique identity for the extension number or PBX extension can translate the identification number; office software after successful login, the client through the control interface module and relay information to obtain an extension of the PBX, and event subscription message to the PBX, which may be one or more extensions to one or more event subscription type, all PBX or subscribe event message; the control interface client module PBX upon receiving an event message, parse the message using internal or inter-process communication method to call to report to the office software, office software to update the corresponding extension status message extension identity and the type of event, and press event messages defined in the corresponding business functions and business processes for processing.
  5. 5.如权利要求2或3中所述的系统,其特征在于,业务功能和业务流程基于XML文档格式或其它描述语言定义的格式,办公软件与第三方系统交互时,通过第三方协同软件接口模块与第三方系统进行交互,交互方式采用数据库访问、RPC、HTTP、SOAP、TCP/IP方式中的一种或几种组合方式,完成业务,并将业务流程的数据交互结果在办公软件的界面进行显示;办公软件在收到PBX事件消息时,可依据事件流程定义同时向PBX发送控制命令,所述控制命令包含录音、转移、会议、三方、监听命令。 5. The system of claim 2 or claim 3, wherein the business functions and business processes or other XML-based description language document format defined format, office software system to interact with third-party, third-party collaboration through a software interface module interacts with third party systems, interactive mode using database access, RPC, HTTP, SOAP, TCP / IP embodiment one or several combinations manner, the business, business processes and data interaction result in the office software interface display; office PBX software when you receive an event message can be sent simultaneously to control the flow of events is defined in accordance with the PBX command, the control command includes recording, transfer, conference, three, listens for commands.
  6. 6.如权利要求2或3所述的系统,其特征在于,当办公软件收到PBX发送的消息时,消息中含有事件类型、分机/中继标识、主叫号和被叫号,办公软件通过事件类型按主叫号或被叫号,通过第三方协同软件接口模块检索数据库,获得客户的公司信息,个人姓名,公司相关数据,并检索出客户的历史通话记录,历史业务往来信息,通过办公软件在计算机显示器上显示出来,其中显示的信息包括:客户姓名,客户公司名称、来电号码、客户的历史通话记录,历史业务往来信息中的一种或几种组合,所述第三方协同软件接口模块通过数据库访问、RPC、SOAP, HTTP, CORBA, TCP/IP方式中的一种或几种组合搜索出客户资料、历史客户记录或相关历史业务记录;所述消息为业务消息,其中所述业务包括电话、三方、会议。 6. The system of claim 2 or claim 3, wherein, when the office PBX software receives the transmitted message, the message includes an event type, station / relay identification, a calling number and called number, office software by event type or by calling number called number, through third-party software interface module to retrieve database coordination, customer access to company information, personal name, company data, and retrieve customer phone records of history, the history of business information by Office software is displayed on a computer monitor, which displayed information includes: customer name, company name customer, caller ID, call customer history records, historical business information in one or several combinations of the third-party collaborative software database access via the interface module, RPC, SOAP, HTTP, CORBA, TCP / IP embodiment one or combination of several search out customer information, historical customer service records or history related records; the message is a service message, wherein services include telephony, the tripartite meeting.
  7. 7. —种办公软件和PBX协同工作的方法,其特征在于,该方法包括:办公软件与PBX之间进行通信,PBX将事件消息发送给办公软件,办公软件对PBX下发控制命令,PBX处理所述控制命令,并且办公软件与第三方软件进行交互,获得与事件有关的数据信息和业务流程,进行业务处理,并显示业务信息。 7. - The method and kind of office PBX software to work together, characterized in that, the method comprising: communicating office software, between the PBX and the PBX sends an event message to the office software, office PBX issued under software control commands, processing PBX the control command, and office software to interact with third-party software, access data and event-related information and business processes, business processes, and display business information.
  8. 8.如权利要求7所述的方法,其特征在于,办公软件通过控制接口客户端连接到PBX 上,接收PBX的事件消息,并对PBX下发控制命令;办公软件的控制接口客户端模块接收PBX事件消息后,对PBX消息进行解析,并将解析后的PBX消息数据提供给办公软件业务模块处理;办公软件通过第三方协同软件接口模块与第三方软件交互,得到用于在办公软件上显示的相关数据信息和业务流程;PBX包含业务处理模块和控制接口模块,其中控制接口模块发送PBX事件消息,并接收办公软件的控制接口客户端模块发送的控制命令;办公软件通过控制接口客户端模块和PBX控制接口模块采用TCP/IP进行通信。 8. The method according to claim 7, wherein the office software client via the control interface to the PBX, the PBX receives the event message, and send a control command PBX; control interface client receiving office software module after PBX event message, parses the message to PBX, and the PBX provides the parsed data message to the office software service module; office software by third-party software collaborative software interface module interacts with the third party, to obtain on the office software for displaying the data-related information and business processes; PBX comprises a service processing module and a control interface module, wherein the control interface module transmits PBX event message, and receives a control interface client module office software control command transmitted; office software control interface client module and PBX control interface module using TCP / IP communication.
  9. 9.如权利要求8所述的方法,其特征在于,所述控制命令包括;呼叫,挂机,转移,留言, 录音,保持,三方,会议,监听,强插,强拆,强转;所述事件消息包括:来电、振铃、接通、挂机、转移,会议及与上述控制命令类型相同的消息;PBX在处理控制命令后向办公软件上报命令反馈消息;所述控制命令的格式包括:命令唯一ID,命令名,分机/中继标识,参数其中所述参数可以为1个参数值或多个参数值;所述反馈消息的格式包括:命令唯一ID,执行情况办公软件在下发命令执行过程中收到PBX发送的事件消息,依据业务流程,与第三方软件交互并更新办公软件界面信息;事件消息中包括:事件名,事件归属标识,分机/中继标识,主叫号,被叫号,参数;其中所述参数可以为1个参数值或多个参数值。 9. The method according to claim 8, characterized in that the control command comprises; call, hang up, transfer, messages, audio, hold, three, meeting, listen, barge, forced disconnect, switch; the event message comprising: a call, ringing, connected, hang up, transfer, conference, and with the same type of the control command message; command feedback reporting message to the PBX office software control command after the treatment; the control command format comprising: a command unique ID, command name, extension / relay identification, wherein the parameter is a parameter can be a parameter value or parameter values; the format of the feedback message comprises: a unique command ID, office software implementation of the next command issued during receive the event message sent by the PBX, based on business processes, interact with third-party software and office software interface update information; event messages include: event name, event logo attribution, extension / relay identifier, calling number, called number, parameters; wherein said parameter may be a parameter value or parameter values.
  10. 10.如权利要求8或9所述的方法,其特征在于,办公软件通过控制接口客户端模块登录到PBX,用于登录的信息中的办公软件的身份标识含有与PBX相对应的唯一标识,PBX进行安全认证以及合法性认证;所述唯一标识为分机号或PBX能翻译出的分机号的标识;办公软件在登录成功后,通过控制接口客户端模块获取PBX的分机和中继信息,并向PBX订阅事件消息,其中可按一到多个分机或一到多个事件类型订阅,或订阅全部PBX事件消息;所述控制接口客户端模块在收到PBX事件消息时,解析该消息,采用内部调用或进程间通讯方法上报给办公软件,办公软件通过消息中的分机标识和事件类型相应分机状态, 并按定义的事件消息所对应的业务功能和业务流程进行处理。 10. The method of claim 8 or claim 9, wherein the log office software client module via the control interface to the PBX, login information for the office software identity comprising a unique identification corresponding to the PBX, PBX safety certification and verification of legality; a unique identity for the extension number or PBX extension can translate the identification number; office software after successful login, the client through the control interface module and relay information to obtain an extension of the PBX, and event subscription message to the PBX, which may be one or more extensions to one or more event subscription type, all PBX or subscribe event message; the control interface client module PBX upon receiving an event message, parse the message using internal or inter-process communication method to call to report to the office software, office software through an event message corresponding extension extension identity and status messages of the type of event, and press the corresponding definition of business functions and business processes for processing.
  11. 11.如权利要求8或9所述的方法,其特征在于,业务功能和业务流程基于XML文档格式或其它描述语言定义的格式,办公软件与第三方系统交互时,通过第三方协同软件接口模块与第三方系统进行交互,交互方式采用数据库访问、RPC、HTTP、SOAP、TCP/IP方式中的一种或几种组合方式,完成业务,并将业务流程的数据交互结果在办公软件的界面进行显示;办公软件在收到PBX事件消息时,可依据事件流程定义同时向PBX发送控制命令,所述控制命令包含录音、转移、会议、三方、监听命令。 11. The method of claim 8 or claim 9, wherein, when the business functions and business processes an XML document description language, or other format defined, office software based interaction with third party systems, collaborative software interface module by a third party interact with third-party systems, interactive way using database access, RPC, HTTP, SOAP, TCP / IP in the way of one or several combinations, complete service, data exchange and business process results in the office software interface display; office PBX software when you receive an event message can be sent simultaneously to control the flow of events is defined in accordance with the PBX command, the control command includes recording, transfer, conference, three, listens for commands.
  12. 12.如权利要求8或9所述的方法,其特征在于,当办公软件收到PBX发送的消息时,消息中含有事件类型、分机/中继标识、主叫号和被叫号,办公软件通过事件类型按主叫号或被叫号,通过第三方协同软件接口模块检索数据库,获得客户的公司信息,个人姓名,公司相关数据,并检索出客户的历史通话记录,历史业务往来信息,通过办公软件在计算机显示器上显示出来,其中显示的信息包括:客户姓名,客户公司名称、来电号码、客户的历史通话记录,历史业务往来信息中的一种或几种组合,所述第三方协同软件接口模块通过数据库访问、RPC、SOAP、HTTP、C0RBA,TCP/IP方式中的一种或几种组合搜索出客户资料、历史客户记录或相关历史业务记录;所述消息为业务消息,其中所述业务包括电话、三方、会议。 12. The method of claim 8 or claim 9, wherein, when the office PBX software receives the transmitted message, the message includes an event type, station / relay identification, a calling number and called number, office software by event type or by calling number called number, through third-party software interface module to retrieve database coordination, customer access to company information, personal name, company data, and retrieve customer phone records of history, the history of business information by Office software is displayed on a computer monitor, which displayed information includes: customer name, company name customer, caller ID, call customer history records, historical business information in one or several combinations of the third-party collaborative software database access via the interface module, RPC, SOAP, HTTP, C0RBA, TCP / IP embodiment one or combination of several search out customer information, historical customer service records or history related records; the message is a service message, wherein services include telephony, the tripartite meeting.
CN 201110021119 2011-01-19 2011-01-19 Office software and enterprise private branch exchange (PBX) combined operation system and method CN102148910B (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN 201110021119 CN102148910B (en) 2011-01-19 2011-01-19 Office software and enterprise private branch exchange (PBX) combined operation system and method

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN 201110021119 CN102148910B (en) 2011-01-19 2011-01-19 Office software and enterprise private branch exchange (PBX) combined operation system and method

Publications (2)

Publication Number Publication Date
CN102148910A true true CN102148910A (en) 2011-08-10
CN102148910B CN102148910B (en) 2013-10-23

Family

ID=44422891

Family Applications (1)

Application Number Title Priority Date Filing Date
CN 201110021119 CN102148910B (en) 2011-01-19 2011-01-19 Office software and enterprise private branch exchange (PBX) combined operation system and method

Country Status (1)

Country Link
CN (1) CN102148910B (en)

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20030187971A1 (en) * 2002-03-29 2003-10-02 Uliano Anthony X. Enterprise macro-manager of contact center communications technologies
CN1607495A (en) * 2002-03-29 2005-04-20 孙智峰 Setting method and device for intelligent voice information bridge
CN101406031A (en) * 2006-03-24 2009-04-08 英国电讯有限公司 Computer telephony system, method and server
CN101765070A (en) * 2009-12-23 2010-06-30 中国电信股份有限公司 Method and system for controlling mobile phone application

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20030187971A1 (en) * 2002-03-29 2003-10-02 Uliano Anthony X. Enterprise macro-manager of contact center communications technologies
CN1607495A (en) * 2002-03-29 2005-04-20 孙智峰 Setting method and device for intelligent voice information bridge
CN101406031A (en) * 2006-03-24 2009-04-08 英国电讯有限公司 Computer telephony system, method and server
CN101765070A (en) * 2009-12-23 2010-06-30 中国电信股份有限公司 Method and system for controlling mobile phone application

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
金健: "PBX呼叫中心的分析、设计与实现", 《中国优秀硕士学位论文全文数据库 信息科技辑》, no. 7, 15 July 2009 (2009-07-15), pages 8 - 23 *

Also Published As

Publication number Publication date Type
CN102148910B (en) 2013-10-23 grant

Similar Documents

Publication Publication Date Title
US7596599B1 (en) Management capabilities for real-time messaging networks
US7299257B2 (en) Apparatus and method for use in collaboration services
US7702792B2 (en) Method and system for managing communication sessions between a text-based and a voice-based client
US20020147777A1 (en) Apparatus and method for use in portal service for a team utilizing collaboration services
US20020123331A1 (en) Mobile communication system for a network
US6891934B1 (en) IP handset-based voice mail notification
US20060050686A1 (en) Software platform for developing, delivering and managing data-voice applications operating on an internet protocol (IP) phone
US20080155029A1 (en) Method and Apparatus for Group Messaging
US7978686B2 (en) System and method for feature-based services control using SIP
US20040170263A1 (en) Dynamic presence proxy for call sessions
US20070185957A1 (en) Using a list management server for conferencing in an ims environment
US20050213724A1 (en) Method and system for providing an improved communications channel for telephone conference initiation and management
US7474741B2 (en) Messaging advise in presence-aware networks
US20050254481A1 (en) Knowledge management, capture and modeling tool for multi-modal communications
US20050141691A1 (en) Method for transferring calls between PBX telephone and SIP client
US20090086950A1 (en) Active call processing and notifications
US20090112996A1 (en) Determining Presence Status of End User Associated with Multiple Access Terminals
US20090086957A1 (en) Real-Time Collaboration Center
US7965828B2 (en) Call control presence
US20110225247A1 (en) Collaborative Conference Experience Improvement
US20070172042A1 (en) Call urgency screening
US6970547B2 (en) Universal state-aware communications
US20120320912A1 (en) Systems, apparatus, and methods for collaborative and distributed emergency multimedia data management
US20080137643A1 (en) Accessing call control functions from an associated device
JP2004312730A (en) Method and apparatus for scheduling, bridging, synchronizing and managing dynamic audio and web conferences

Legal Events

Date Code Title Description
C06 Publication
C10 Entry into substantive examination
C14 Grant of patent or utility model
COR Change of bibliographic data
C41 Transfer of patent application or patent right or utility model
CF01