CN102148910B - 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 PDFInfo
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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
Technical field
The present invention relates to communication technical field, relate in particular to the system and method for a kind of office software and the PBX of enterprise collaborative work.
Background technology
The most of PBX of existing enterprise and intercom system great majority all are to adopt common analog telephone, sent a telegram here and also can't know what which people called in, even if the telephone set that the band incoming call shows, it also can only show caller ID, can't know whom this client is, be which company, what name is, what feels like doing.More can't merge with office software system of enterprise.When wanting to make a phone call, often to go to open various systems and look for client/personnel's data, waste time and energy, and may not be up-to-date effective.
Even if new-type IPPBX or novel IP phone, though may can show more more information and function, because the difficult office system with enterprise of the limitation of phone itself and particularity is interconnected, also collaborative rich of the difficult screen that reaches computer display and computer software.Difficulty reaches the characteristic requirements of sharing of enterprise work and cooperation.
Along with facing the employee, enterprise/unit gets more and more, the client is also more and more, and miscellaneous service systems and management system is also more and more, and management becomes increasingly complex, management cost is also more and more higher, only against the difficult requirement of satisfying the growing business of enterprise and management of traditional communication system.Therefore increasing proposition need to be with the PBX of enterprise and the system of the office software fusion of enterprise, can reach and business events flow path the cooperative operation system that cooperatively interacts of management process.To improve managerial skills, operating efficiency and the corporate image of enterprise.
Summary of the invention
In view of this, the invention provides the system and method for a kind of office software and the PBX of enterprise collaborative work, realize that the PBX of enterprise and the office software of enterprise merge.
The system of office software provided by the invention and PBX collaborative work is achieved in that and comprises office software, PBX, it is characterized in that:
Communicate between office software and the PBX, PBX sends to office software with event message, office software issues control command to PBX, PBX processes described control command, and office software and third party software carry out alternately, obtain data message and the operation flow relevant with event, carry out Business Processing, and display business information, can show at office software or other software.
Wherein, described office software comprises control interface client modules, business module, third party's collaboration software interface module.Wherein office software is connected on the PBX by the control interface client modules, receives the event message of PBX, and PBX is issued control command; The control interface client modules is resolved PBX message after receiving the PBX event message, and the PBX message data after will resolving offers the business module processing;
Office software is mutual by third party's collaboration software interface module and third party software, obtains for the related data information that shows at office software and operation flow; PBX comprises Service Processing Module and control interface module, and wherein the control interface module sends the PBX event message, and receives the control command of the control interface client modules transmission of office software; Office software adopts TCP/IP to communicate by control interface client modules and PBX control interface module.
Wherein, described control command comprises: call out, on-hook is shifted, message, and recording keeps, the three parts, meeting is monitored, and intrusion is tolled breakdown, and turns by force; Described event message comprises: incoming call, ring, connection, on-hook, transfer, meeting and the message identical with above-mentioned control command type; PBX reports the order feedback message to office software after the processing controls order; The form of described control command comprises:
Order unique ID, command name, extension set/relaying sign, parameter
Wherein said parameter can be 1 parameter value or multiple parameter values;
The form of described feedback message comprises:
Order unique ID, implementation status
Office software is received the event message that PBX sends in the transmitting order to lower levels implementation, according to operation flow, mutual and upgrade the office software interface information with third party software; Comprise in the event message: event name, the event home identity, extension set/relaying sign, the master calls out the numbers called number, parameter; Wherein said parameter can be 1 parameter value or multiple parameter values.
Wherein, office software signs in to PBX by the control interface client modules, and the identify label of office software that is used for the information of login contains the unique identification corresponding with PBX, and PBX authenticates and the legitimacy authentication entirely; Described unique identification is the sign of extension number or the PBX extension number that can translate; Office software obtains extension set and the trunk information of PBX by the control interface client modules, and to PBX subscription event message, wherein can subscribe to by one or more extension sets or one or more event types, or subscribe to whole PBX event messages after logining successfully;
Described control interface client modules is when receiving the PBX event message, resolve this message, adopt intrinsic call or Inter-Process Communication method to report office software, office software upgrades corresponding extension set state by the extension identities in the message and event type, and processes by the corresponding business function of event message and the operation flow of definition.
Wherein, the form of business function and operation flow XML-based document format or the definition of other descriptive language, when office software and third party's system interaction, undertaken alternately by third party's collaboration software interface module and third party system, interactive mode adopts the one or more combination mode in database access, RPC, HTTP, SOAP, the TCP/IP mode, finishing service, and the data interaction result of operation flow shown at the interface of office software;
Office software can send control command to PBX simultaneously according to the event flow definition when receiving the PBX event message, described control command comprises recording, transfer, meeting, three parts, snoop command.
Wherein, when office software is received the message of PBX transmission, contain event type in the message, extension set/relaying sign, main calling out the numbers and called number, office software is called out the numbers or called number by main by event type, by third party's collaboration software interface module searching database, obtain client's company information, individual's name, company's related data, and retrieve client's historical message registration, historical business contact information, show at computer display by office software, the information that wherein shows comprises: customer name, the client company title, caller ID, client's historical message registration, one or more combination in the historical business contact information, described third party's collaboration software interface module is by database access, RPC, SOAP, HTTP, CORBA, the one or more combination in the TCP/IP mode searches out customer data, historic customer record or relevant historical business record; Described message is service message, and wherein said business comprises phone, three parts, meeting.
The method of office software provided by the invention and PBX collaborative work, the method comprises:
Communicate between office software and the PBX, PBX sends to office software with event message, office software issues control command to PBX, PBX processes described control command, and office software and third party software carry out alternately, obtain data message and the operation flow relevant with event, carry out Business Processing, and display business information, can show at office software or other software.
Wherein, office software is connected on the PBX by the control interface client, receives the event message of PBX, and PBX is issued control command; The control interface client modules of office software is resolved PBX message after receiving the PBX event message, and the PBX message data after will resolving offers the processing of office software business module;
Office software is mutual by third party's collaboration software interface module and third party software, obtains for the related data information that shows at office software and operation flow; PBX comprises Service Processing Module and control interface module, and wherein the control interface module sends the PBX event message, and receives the control command of the control interface client modules transmission of office software; Office software adopts TCP/IP to communicate by control interface client modules and PBX control interface module.
Wherein, described control command comprises: call out, on-hook is shifted, message, and recording keeps, the three parts, meeting is monitored, and intrusion is tolled breakdown, and turns by force; Described event message comprises: incoming call, ring, connection, on-hook, transfer, meeting and the message identical with above-mentioned control command type; PBX reports the order feedback message to office software after the processing controls order; The form of described control command comprises:
Order unique ID, command name, extension set/relaying sign, parameter
Wherein said parameter can be 1 parameter value or multiple parameter values;
The form of described feedback message comprises:
Order unique ID, implementation status
Office software is received the event message that PBX sends in the transmitting order to lower levels implementation, according to operation flow, mutual and upgrade the office software interface information with third party software; Comprise in the event message: event name, the event home identity, extension set/relaying sign, the master calls out the numbers called number, parameter; Wherein said parameter can be 1 parameter value or multiple parameter values.
Wherein, office software signs in to PBX by the control interface client modules, and the identify label of office software that is used for the information of login contains the unique identification corresponding with PBX, and PBX carries out safety certification and legitimacy authentication; Described unique identification is the sign of extension number or the PBX extension number that can translate; Office software obtains extension set and the trunk information of PBX by the control interface client modules, and to PBX subscription event message, wherein can subscribe to by one or more extension sets or one or more event types, or subscribe to whole PBX event messages after logining successfully;
Described control interface client modules is when receiving the PBX event message, resolve this message, adopt intrinsic call or Inter-Process Communication method to report office software, office software passes through the corresponding extension set state with event type of extension identities in the message, and processes by the corresponding business function of event message and the operation flow of definition.
Wherein, the form of business function and operation flow XML-based document format or the definition of other descriptive language, when office software and third party's system interaction, undertaken alternately by third party's collaboration software interface module and third party system, interactive mode adopts the one or more combination mode in database access, RPC, HTTP, SOAP, the TCP/IP mode, finishing service, and the data interaction result of operation flow shown at the interface of office software;
Office software can send control command to PBX simultaneously according to the event flow definition when receiving the PBX event message, described control command comprises recording, transfer, meeting, three parts, snoop command.
Wherein, when office software is received the message of PBX transmission, contain event type in the message, extension set/relaying sign, main calling out the numbers and called number, office software is called out the numbers or called number by main by event type, by third party's collaboration software interface module searching database, obtain client's company information, individual's name, company's related data, and retrieve client's historical message registration, historical business contact information, show at computer display by office software, the information that wherein shows comprises: customer name, the client company title, caller ID, client's historical message registration, one or more combination in the historical business contact information, described third party's collaboration software interface module is by database access, RPC, SOAP, HTTP, CORBA, the one or more combination in the TCP/IP mode searches out customer data, historic customer record or relevant historical business record; Described message is service message, and wherein said business comprises phone, three parts, meeting.
The invention has the beneficial effects as follows: utilize the display of computer to show ordinary telephone set or the not available hommization of IP phone machine and abundant interface and cooperation and operate in existing extensive application software and following developable a large amount of softwares on the enterprise computer, and allow between the PBX and office software of enterprise, produce collaborative between office software and the third party software, enrich efficient concertedness and autgmentability and friendly interface for enterprise staff provides, improve greatly informationization and the management of enterprise and equal and improve the image of enterprise.
Description of drawings
Fig. 1 is the system topological figure of office software and the PBX of enterprise collaborative work;
Fig. 2 is the schematic diagram of office software and the PBX of enterprise collaborative work;
Fig. 3 is the module diagram of office software and the PBX of enterprise;
Fig. 4 is the schematic flow sheet of service application between office software and the PBX of enterprise.
Embodiment
Fig. 1 is the system topological figure of office software and the PBX of enterprise collaborative work, and external call is by the PBX of enterprise access, and the PBX of enterprise links to each other with completely restricted extension with office software, and office software and third party software are connected such as OA, CRM, the IM of enterprise and other software.Communicate between office software and the PBX, PBX sends to office software with event message, office software issues control command to PBX, PBX processes described control command, and office software and third party software carry out alternately, obtain data message and the operation flow relevant with event, carry out Business Processing, and business information is presented on the office software.
Fig. 2 is the schematic diagram of office software and the PBX of enterprise collaborative work, the PBX of enterprise is connected with customer phone, the PBX of enterprise is connected with office software by control interface, office software and other software carry out collaborative work, office software client of operation on the enterprise staff computer, client software and PBX collaborative work, client software can obtain the PBX event message such as incoming call, meeting etc. are connected in ring, and can be to the PBX sending controling instruction, as calling out, on-hook is shifted, keep, interruption-free, recording, meeting etc.Client software can be again by instruction with when receiving the various message of PBX and OA, CRM, IM, the again collaborative work of mail or industrial application software.Reach operation flow and the management process of communicating by letter to drive enterprise with PBX.
Fig. 3 is the module diagram of office software and the PBX of enterprise.PBX comprises Service Processing Module and control interface module; Office software comprises the control interface client modules, business module, third party's collaboration software interface module.Office software is connected on the PBX by the control interface client, and PBX sends the event message of PBX by control interface when event occurs; Message with translation behind the control interface client PBX event message offers the processing of office software business module; Office software issues control command by the control interface client to PBX, PBX processing controls order; Office software obtains alternately related data information and the operation flow that shows by third party's collaboration software interface module and third party software and processes and record process.
Fig. 4 is the schematic flow sheet of service application between office software and the PBX of enterprise.The PBX of enterprise is connected with office software by control interface, and tcp/ip communication is adopted in described connection.
Office software signs in to PBX by the control interface client modules, and the identify label of office software contains the unique identification corresponding with PBX, and PBX carries out the legitimacy of safety certification checking client to client; Described unique identification is the sign that extension number or PBX can translate extension number.
Office software obtains extension set and the trunk information of PBX by the control interface client modules, and to PBX subscription event message, wherein can subscribe to by one or more extension sets or one or more event types, or subscribe to whole PBX event messages after logining successfully.
Include phone core processing and control interface on the PBX, control interface is based on ICP/IP protocol, and the control command that control interface provides has: call out, on-hook is shifted, message, and recording keeps, the three parts, meeting is monitored, and intrusion turns by force etc.Office software is connected on the PBX by phone control interface client, also subscribes to relevant PBX message after the legitimacy of PBX control interface checking client.
PBX is when event occurs, sends event/status message to the control interface client of ordered this extension set.The basic messae parameter comprises two classes:
The control interface client reports to office software when receiving the event message that reports, and office software is processed also by the corresponding business function of event and operation flow, and after finishing dealing with, office software shows Graphics Processing by relevant information on the interface.After finishing related service, the office software record process, and be recorded to relevant database or pass through SOAP, the interface that HTTP etc. are relevant is recorded in the business record.
When incoming call message (contain in the message main call out the numbers and called number) is arranged, need to demonstrate on the office software (customer name, the client company title, caller ID etc., and demonstrate the incoming call handling situation of historic customer, the historical operational information record)
1). usage data storehouse mode, office software is by called retrieval local data base, this client's company information, individual's name, company's relevant information is retrieved, and retrieves client's historical message registration by customer information, shows at computer display by office software.
2). make otherwise, as by SOAP, HTTP, CORBA etc. search out customer data, search out the historic customer record again, and the relevant historical business record.And show at computer display.
At this moment, when the clerical workforce sounds at office telephone, also demonstrate customer information on the computer monitor, namely simultaneously can know relevant customer information, and historical information, and have preparation to carry out the anticipation processing.And demonstrate the operation that can carry out, as sending note, IM etc.
Be given to other personnel because of service needed and process this moment, the clerical workforce operates office software interfacial migration function, office software issues transfer command to the PBX control interface by the control interface client, and the PBX interface is given the PBX nucleus module and finished correlation function after receiving orders.
Same board of administration, the three parts, the functions such as maintenance are by similar operations.
The above is the preferred embodiments of the present invention only, is not limited to the present invention, and for a person skilled in the art, the present invention can have various modifications and variations.Within the spirit and principles in the present invention all, any modification of doing, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (8)
1. the system of an office software and PBX collaborative work comprises office software, PBX, it is characterized in that:
Described office software comprises: control interface client modules, business module, third party's collaboration software interface module;
Wherein office software is connected on the PBX by the control interface client modules, receives the event message of PBX, and PBX is issued control command; The control interface client modules is resolved PBX message after receiving the PBX event message, and the PBX message data after will resolving offers the business module processing; Business module upgrades corresponding extension set state by the extension identities in the message and event type, and processes by the corresponding business function of event message and the operation flow of definition;
Office software signs in to PBX by the control interface client modules, and the identify label of office software that is used for the information of login contains the unique identification corresponding with PBX, and PBX carries out safety certification and legitimacy authentication; Described unique identification is the sign of extension number or the PBX extension number that can translate; Office software obtains extension set and the trunk information of PBX by the control interface client modules, and to PBX subscription event message, wherein, subscribes to by one or more extension sets or one or more event types, or subscribe to whole PBX event messages after logining successfully;
Office software is mutual by third party's collaboration software interface module and third party software, obtains for the related data information that shows at office software and operation flow;
PBX comprises Service Processing Module and control interface module, and wherein, the control interface module sends the PBX event message, and receives the control command of the control interface client modules transmission of office software; Office software adopts ICP/IP protocol to communicate by control interface client modules and PBX control interface module;
Described control command comprises: call out, on-hook is shifted, message, and recording keeps, the three parts, meeting is monitored, and intrusion is tolled breakdown, and turns by force; Described event message comprises: incoming call, ring, connection, on-hook, transfer, meeting and the message identical with above-mentioned control command type;
PBX reports the order feedback message to office software after the processing controls order.
2. the system as claimed in claim 1 is characterized in that, the form of described control command comprises:
Order unique ID, command name, extension set/relaying sign, parameter;
The form of described feedback message comprises:
Order unique ID, implementation status;
Office software is received the event message that PBX sends in the transmitting order to lower levels implementation, according to operation flow, mutual and upgrade the office software interface information with third party software;
Comprise in the event message: event name, the event home identity, extension set/relaying sign, the master calls out the numbers called number, parameter.
3. the system as claimed in claim 1, it is characterized in that, the form of business function and operation flow XML-based document format or the definition of other descriptive language, when office software and third party's system interaction, undertaken alternately by third party's collaboration software interface module and third party system, interactive mode adopts the one or more combination mode in database access, RPC, HTTP, SOAP, the TCP/IP mode, finishing service, and the data interaction result of operation flow shown at the interface of office software;
Office software sends control command to PBX simultaneously according to the event flow definition when receiving the PBX event message, described control command comprises recording, transfer, meeting, three parts, snoop command.
4. system as claimed in claim 2, it is characterized in that, when office software is received the event message of PBX transmission, contain event type in the event message, extension set/relaying sign, main calling out the numbers and called number, office software is called out the numbers or called number by main by event type, by third party's collaboration software interface module searching database, obtain client's company information, individual's name, company's related data, and retrieve client's historical message registration, historical business contact information, show at computer display by office software, the information that wherein shows comprises: customer name, client company title, caller ID, client's historical message registration, the one or more combination in the historical business contact information, described third party's collaboration software interface module is by database access, RPC, SOAP, HTTP, CORBA, the one or more combination in the TCP/IP mode searches out customer data, historic customer record or relevant historical business record.
5. the method for an office software and PBX collaborative work is characterized in that the method comprises:
Office software is connected on the PBX by the control interface client, receives the event message of PBX, and PBX is issued control command; Office software signs in to PBX by the control interface client modules, and the identify label of office software that is used for the information of login contains the unique identification corresponding with PBX, and PBX carries out safety certification and legitimacy authentication; Described unique identification is the sign of extension number or the PBX extension number that can translate; Office software obtains extension set and the trunk information of PBX by the control interface client modules, and to PBX subscription event message, wherein, subscribes to by one or more extension sets or one or more event types, or subscribe to whole PBX event messages after logining successfully;
The control interface client modules of office software is resolved PBX message after receiving the PBX event message, and the PBX message data after will resolving offers the processing of office software business module; By the corresponding extension set state with event type of the extension identities in the message, and by the definition the corresponding business function of event message and operation flow process;
Office software is mutual by third party's collaboration software interface module and third party software, obtains for the related data information that shows at office software and operation flow;
PBX comprises Service Processing Module and control interface module, and wherein the control interface module sends the PBX event message, and receives the control command of the control interface client modules transmission of office software; Office software adopts TCP/IP to communicate by control interface client modules and PBX control interface module;
Described control command comprises: call out, on-hook is shifted, message, and recording keeps, the three parts, meeting is monitored, and intrusion is tolled breakdown, and turns by force; Described event message comprises: incoming call, ring, connection, on-hook, transfer, meeting and the message identical with above-mentioned control command type;
PBX reports the order feedback message to office software after the processing controls order.
6. method as claimed in claim 5 is characterized in that, the form of described control command comprises:
Order unique ID, command name, extension set/relaying sign, parameter;
The form of described feedback message comprises:
Order unique ID, implementation status;
Office software is received the event message that PBX sends in the transmitting order to lower levels implementation, according to operation flow, mutual and upgrade the office software interface information with third party software;
Comprise in the event message: event name, the event home identity, extension set/relaying sign, the master calls out the numbers called number, parameter.
7. method as claimed in claim 6, it is characterized in that, the form of business function and operation flow XML-based document format or the definition of other descriptive language, when office software and third party's system interaction, undertaken alternately by third party's collaboration software interface module and third party system, interactive mode adopts the one or more combination mode in database access, RPC, HTTP, SOAP, the TCP/IP mode, finishing service, and the data interaction result of operation flow shown at the interface of office software;
Office software sends control command to PBX simultaneously according to the event flow definition when receiving the PBX event message, described control command comprises recording, transfer, meeting, three parts, snoop command.
8. method as claimed in claim 7, it is characterized in that, when office software is received the event message of PBX transmission, contain event type in the message, extension set/relaying sign, main calling out the numbers and called number, office software is called out the numbers or called number by main by event type, by third party's collaboration software interface module searching database, obtain client's company information, individual's name, company's related data, and retrieve client's historical message registration, historical business contact information, show at computer display by office software, the information that wherein shows comprises: customer name, client company title, caller ID, client's historical message registration, the one or more combination in the historical business contact information, described third party's collaboration software interface module is by database access, RPC, SOAP, HTTP, CORBA, the one or more combination in the TCP/IP mode searches out customer data, historic customer record or relevant historical business record.
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| CN 201110021119 CN102148910B (en) | 2011-01-19 | 2011-01-19 | Office software and enterprise private branch exchange (PBX) combined operation system and method |
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| CN 201110021119 CN102148910B (en) | 2011-01-19 | 2011-01-19 | Office software and enterprise private branch exchange (PBX) combined operation system and method |
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| CN111198896A (en) * | 2018-11-20 | 2020-05-26 | 珠海格力电器股份有限公司 | Business card information processing method and device |
Citations (3)
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|---|---|---|---|---|
| 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 |
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| US20030187971A1 (en) * | 2002-03-29 | 2003-10-02 | Uliano Anthony X. | Enterprise macro-manager of contact center communications technologies |
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|---|---|---|---|---|
| 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 |
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| Title |
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| PBX呼叫中心的分析、设计与实现;金健;《中国优秀硕士学位论文全文数据库 信息科技辑》;20090715(第7期);第8-23页 * |
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