CN102185983A - Voice prompt playing method and equipment for interactive voice response (IVR) call - Google Patents
Voice prompt playing method and equipment for interactive voice response (IVR) call Download PDFInfo
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Abstract
The invention discloses a voice prompt playing method and voice prompt playing equipment for an interactive voice response (IVR) call. The method comprises that: an IVR server transmits the identification information of a voice file to be played to a voice gateway; and when the voice gateway does not have the voice file corresponding to the identification information, the IVR server receives a message indicating the inexistence of the voice file from the voice gateway, plays a voice prompt to a user by a real-time transport protocol (RTP) channel between the voice gateway and the IVR server, and transmits the voice file corresponding to the identification information to the voice gateway. By the method and the device, the occupied bandwidth of a wide area network is reduced, and the processing capability of the IVR server is improved.
Description
Technical field
The present invention relates to communication technical field, particularly relate to method of playing announcements and equipment in a kind of IVR calling.
Background technology
Along with the development of globalised economy, the institutional framework of company is constantly disperseed, and a lot of enterprises are provided with office in the world, have the client of self.According to statistics, there be the place of employee beyond general headquarters more than 67% to carry out work.Continuous increase along with enterprise uses exists lot of data (comprising voice, video, figure or image file) to transmit between branch and general headquarters.
Yet the bandwidth of wide area network is compared with local area network (LAN), and bandwidth differs too much, and a special line that connects enterprise branch office according to the bandwidth calculation of T1 line, only is equivalent to the one thousandth of gigabit in-house network.Different with the other types data is, voice require very high to real-time, in case cause time-delay out of order with other types data contention bandwidth on narrow WAN (Wide AreaNetwork, wide area network) link, even data can normally arrive, voice quality also can be very poor.
In the prior art, as shown in Figure 1, IVR (the Interactive Voice Response that links to each other by wide area network for branch and total portion mechanism, interactive voice answering) uses networking diagram, PSTN under each branch (Public Switched Telephone Network, PSTN) user passes through the voice gateways of each branch, and the ivr server of process wide area network link-access general headquarters, and its handling process comprises:
Step 2, the ivr server playing alert tones, prompt tone is passed to the user by the RTP between voice gateways and the ivr server (Real-time Transport Protocol, real time transport protocol) passage.
Step 4 after voice gateways detect button, sends marking keys to ivr server by SIP (Session Initiation Protocol, conversation initialized protocol) INFO (notice) message.
Step 5 after ivr server receives user key-press, stops playback, and carries out the subsequent voice prompting according to marking keys and (continue to handle as rotating step 2; Or carry out recall, change artificial treatment).
Step 6, user's on-hook terminated call.
In above-mentioned application, during the ivr server of each user capture general headquarters of branch, ivr server all needs to play a large amount of prompt tones to each user, and can cause following problem:
When (1) a large amount of prompt tone is through band-limited wide area network link, can cause network congestion, influence the transmission of voice quality and other business datums.
(2) playing alert tones can take system's ample resources, causes the simultaneously treated calls of general headquarters' ivr server limited.
Summary of the invention
The invention provides method of playing announcements and equipment in a kind of IVR calling, to reduce taking to the wide area network bandwidth.
In order to achieve the above object, the invention provides the method for playing announcements in a kind of IVR calling, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with ivr server in total portion mechanism, be provided with voice gateways in each branch, the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones, when the user calls out described ivr server by described voice gateways, and after successfully setting up calling, this method may further comprise the steps: described ivr server sends to described voice gateways with the identification information of voice document to be played; When there was not the voice document of described identification information correspondence in described voice gateways, described ivr server received the message of responding from described voice gateways that does not have voice document; Play voice suggestion by the RTP passage between voice gateways and the ivr server to the user, and the voice document of described identification information correspondence is sent to described voice gateways.
Described method further comprises: in call establishment, described ivr server is by consulting to determine the function of support voice gateway playing alert tones with described voice gateways, this negotiations process is specially: behind the INVITE that receives the information of indicating described voice gateways support voice gateway play cuing sound function from carrying of described voice gateways, described ivr server is given in 183 messages of described voice gateways in response and is carried the information of indicating described ivr server support voice gateway play cuing sound function.
Described ivr server is play voice suggestion by the RTP passage between voice gateways and the ivr server to the user, also comprise afterwards: after receiving press key message sent by user, if play voice suggestion for described voice gateways to the user, described ivr server notifies described voice gateways to stop to play voice suggestion to the user; If play voice suggestion for described ivr server to the user, described ivr server stops to play voice suggestion to the user.
Carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
Method of playing announcements during a kind of IVR calls out, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with ivr server in total portion mechanism, be provided with voice gateways in each branch, the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones, when the user calls out described ivr server by described voice gateways, and after successfully setting up calling, this method may further comprise the steps: described voice gateways receive the identification information from the voice document to be played of described ivr server; If the local voice document that has described identification information correspondence, described voice gateways are play voice suggestion according to the voice document of this locality storage to the user, and respond the local message that has voice document to described ivr server; When if there is not the voice document of described identification information correspondence in this locality, described voice gateways are responded the local message that does not have voice document to described ivr server, and receive the voice document of the described identification information correspondence that described ivr server sends, and store described voice document.
Described method further comprises: in call establishment, described voice gateways are by consulting to determine the function of support voice gateway playing alert tones with described ivr server, this negotiations process is specially: described voice gateways send to described ivr server and carry the INVITE of the information of indicating described voice gateways support voice gateway play cuing sound function, and receive 183 messages that carry the information of indicating described ivr server support voice gateway play cuing sound function that described ivr server is responded.
Described voice gateways are play voice suggestion according to the voice document of this locality storage to the user, also comprise afterwards: after the user selects corresponding operating according to described voice suggestion, described voice gateways obtain press key message sent by user, and described key information is sent to described ivr server; Receiving from the stopping after the user plays the notice of voice suggestion of described ivr server, described voice gateways stop to play voice suggestion to the user.
Carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
A kind of ivr server, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with described ivr server in total portion mechanism, be provided with voice gateways in each branch, the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones, when the user calls out described ivr server by described voice gateways, and successfully set up call out after, this ivr server comprises:
Sending module is used for the identification information of voice document to be played is sent to described voice gateways; And after receiving the message of responding from described voice gateways that does not have voice document, play voice suggestion to the user by the RTP passage between voice gateways and the ivr server, the voice document of described identification information correspondence is sent to described voice gateways;
Receiver module is used for when there is not the voice document of described identification information correspondence in described voice gateways, receives the message of responding from described voice gateways that does not have voice document.
Also comprise negotiation module, be used for, by consulting to determine the function of support voice gateway playing alert tones with described voice gateways at call establishment; Wherein, behind the INVITE that receives the information of indicating described voice gateways support voice gateway play cuing sound function from carrying of described voice gateways, carry the information of indicating described ivr server support voice gateway play cuing sound function in 183 messages of described voice gateways in response.
Also comprise processing module, be used for after receiving press key message sent by user,, then notify described voice gateways to stop to play voice suggestion to the user if play voice suggestion to the user for described voice gateways; If play voice suggestion to the user, then stop self playing voice suggestion to the user for described ivr server.
Carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
A kind of voice gateways, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with ivr server in total portion mechanism, be provided with voice gateways in each branch, the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones, when the user calls out described ivr server by described voice gateways, and successfully set up call out after, these voice gateways comprise:
Receiver module is used to receive the identification information from the voice document to be played of described ivr server; And when not having the voice document of described identification information correspondence in this locality, receive the voice document of the described identification information correspondence that described ivr server sends, and store described voice document;
Sending module is used for when there is the voice document of described identification information correspondence in this locality, plays voice suggestion according to the voice document of this locality storage to the user, and responds the local message that has voice document to described ivr server; When there is not the voice document of described identification information correspondence in this locality, respond the local message that does not have voice document to described ivr server.
Also comprise negotiation module, be used for, by consulting to determine the function of support voice gateway playing alert tones with described ivr server at call establishment; Wherein, carry the INVITE of the information of indicating described voice gateways support voice gateway play cuing sound function to described ivr server transmission, and receive 183 messages that carry the information of indicating described ivr server support voice gateway play cuing sound function that described ivr server is responded.
Also comprise processing module, be used for after the user selects corresponding operating according to described voice suggestion, obtaining press key message sent by user, and described key information being sent to described ivr server; Receive from described ivr server stop after the user plays the notice of voice suggestion, stop to play voice suggestion to the user.
Carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
Compared with prior art, the present invention has the following advantages at least: for voice gateways, every kind of prompt tone only need transmit once on wide-area network link, has reduced the bandwidth occupancy to wide area network; And can carry out prompt tone by voice gateways and play, reduce ivr server and carry out the prompt tone broadcasting time, improved the disposal ability of ivr server greatly, can support more IVR to call out simultaneously.
Description of drawings
Fig. 1 is that branch uses networking diagram with total portion mechanism by the IVR that wide area network links to each other in the prior art;
Fig. 2 is the method for playing announcements flow chart during a kind of IVR provided by the invention calls out;
Fig. 3 is the method for playing announcements flow chart during IVR calls out under a kind of application scenarios of the present invention;
Fig. 4 is the structure chart of a kind of ivr server of proposing of the present invention
Fig. 5 is the structure chart of a kind of voice gateways of proposing of the present invention.
Embodiment
Below in conjunction with accompanying drawing the embodiment of the invention is described in detail.
The invention provides the method for playing announcements in a kind of IVR calling, this method is applied to comprise in the IVR calling system of total portion mechanism and at least one branch, in total portion mechanism, be provided with ivr server, be provided with voice gateways in each branch, user under each branch is by the voice gateways of each branch, and the ivr server of process wide area network link-access general headquarters.Among the present invention, can hold consultation by voice gateways and ivr server, voice document is synchronized to the voice gateways of each branch from ivr server, play voice suggestion by voice gateways to the user, thereby reduce bandwidth occupancy to wide area network, reduce ivr server and carry out the prompt tone broadcasting time, improve the disposal ability of ivr server.
Owing to carry out interacting message based on SDP (Session Description Protocol, Session Description Protocol) agreement between voice gateways and the ivr server,, need expand to the SDP agreement therefore in order to realize above-mentioned functions; Promptly carrying out in the interactive messages, need in message, expand following description field based on the SDP agreement: carry the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function.Concrete, can carry out following expansion to the medium property of SDP agreement:
a＝fileTransSupp:<fileTransSuppEnable><fileName><send>
FileTransSuppEnable: whether be the description field of support voice gateway play cuing sound function, value can be on/off, in call establishment, carry out capability negotiation between voice gateways and the ivr server, when having only the both to support (on), could in follow-up flow process, adopt technical scheme provided by the invention.
Filename: be the description field of the identification information of voice document to be played, carry the file identification that needs broadcast; Be used for the prompt tone file name that the current needs of ivr server notice voice gateways are play.
Send: be the description field of whether supporting the file synchronization function, whether value on/off is used for voice gateways notice ivr server voice document this locality and exists, and does not have (on) as this locality, then need ivr server that voice document is sent to voice gateways, so that follow-up play is used.
As shown in Figure 2, this method of playing announcements may further comprise the steps:
Among the present invention, in call establishment, also can determine whether the function of support voice gateway playing alert tones between voice gateways and the ivr server through consultation, when voice gateways or ivr server not during the function of support voice gateway playing alert tones, follow-up processing and existing procedure are similar, are example with the function of voice gateways and the equal support voice gateway of ivr server playing alert tones.
When voice gateways send INVITE foundation calling to ivr server, carried the information (being changed on) of indicating voice gateways support voice gateway play cuing sound function in this INVITE as fileTransSuppEnable with INVITE, afterwards, ivr server is given in 183 messages of voice gateways in response and is carried the information (being changed on as the fileTransSuppEnable with 183 messages) of indicating ivr server support voice gateway play cuing sound function.
After this step, then will store the voice document of this identification information correspondence on the voice gateways, it is follow-up when the demand of playing this voice document is arranged again, then the judged result of step 203 is an execution in step 204, play voice suggestion according to the voice document of this locality storage to the user by voice gateways, make that every kind of voice document only need transmit once for voice gateways on wide-area network link, can transmit repeatedly voice document with existing one tunnel calling and compare, greatly reduce bandwidth occupancy wide area network; And compare in the broadcast of voice suggestion with the most of resource consumption of existing ivr server, ivr server can only be play a voice suggestion among the present invention, has improved the disposal ability of ivr server greatly, can support more IVR to call out simultaneously.
Step 209, after receiving key information, if currently play voice suggestion for voice gateways to the user, then ivr server notice voice gateways stop to play voice suggestion (can notify by INFO) to the user, are stopped to play voice suggestion to the user by voice gateways; If currently play voice suggestion for ivr server to the user, then ivr server self stops to play voice suggestion to the user.
Further, ivr server also needs to handle accordingly according to press key message sent by user, for example, during the corresponding another kind of voice suggestion of press key message sent by user, then continue execution in step 202 and follow-up flow process, during the corresponding artificial treatment of press key message sent by user, then change artificial treatment, by that analogy, until user's on-hook terminated call repeats no more among the present invention.
In the practical application, whether voice suggestion is play and can be controlled by ivr server to the user by voice gateways, ivr server can be transferred to voice gateways by the voice suggestion of selection of configuration part and play to the user, and the part voice suggestion is play to the user by ivr server self.For example, when surpassing preset first threshold value, ivr server can reduce self plays the quantity of voice suggestion to the user, carries out the flow process of above-mentioned Fig. 2, plays voice suggestion by voice gateways to the user as far as possible when ivr server performance index (as CPU etc.); When the ivr server performance index were lower than default second threshold value, ivr server can increase self and play the quantity of voice suggestion to the user, carries out existing handling process.
In order more clearly to set forth technical scheme provided by the invention, describe below in conjunction with protocol massages interaction flow shown in Figure 3, below only the present invention is carried out improved step and describes, for repeating no more with existing identical step, the interaction flow between these voice gateways and the ivr server comprises:
Step 2, ivr server are carried the information (being a=fileTransSupp:on) of indicating self support voice gateway play cuing sound function responding to give in 183 messages of voice gateways.
Step 4, voice gateways are replied the INFO of ivr server by 200OK, it is 0001 voice document (being a=fileTransSupp:on0001off) that there is identification information in notice ivr server self, and plays voice suggestion according to this voice document to the user.
After step 5, user hear the voice suggestion of voice gateways broadcast, make one's options by " 1 " according to voice suggestion, voice gateways pass to ivr server (being Signal=1) with press key message sent by user by INFO.
After step 6, ivr server are received press key message sent by user, flow process according to self customization determines that the identification information of the voice document that the next one will be play is 0010, and the identification information of the voice document that the next one will be play by INFO is notified to voice gateways (being a=fileTransSupp:on 0010).
After step 7, voice gateways are received INFO, stop to play current voice suggestion, and by 200OK INFO is responded, inform that it is 0010 voice document (being a=fileTransSupp:on 0010on) that there is not identification information in ivr server this locality.
Step 8, ivr server are play identification information in the RTP passage of setting up with voice gateways be that the user is given in the voice suggestion of 0010 voice document.
Step 9, ivr server are that 0010 voice document sends to voice gateways by TFTP with identification information, so that next voice gateways can be play voluntarily.
After step 10, user hear the voice suggestion of ivr server broadcast, make one's options by " 3 " according to voice suggestion, voice gateways pass to ivr server (being Signal=3) with press key message sent by user by INFO.
Subsequent processes and step 3～10 are similar, give unnecessary details in this step.
Based on the inventive concept same with said method, the invention allows for a kind of ivr server, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with described ivr server in total portion mechanism, be provided with voice gateways in each branch, the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones, when the user calls out described ivr server by described voice gateways, and after successfully setting up calling, as shown in Figure 4, this ivr server comprises:
Sending module 11 is used for the identification information of voice document to be played is sent to described voice gateways; And after receiving the message of responding from described voice gateways that does not have voice document, play voice suggestion to the user by the RTP passage between voice gateways and the ivr server, the voice document of described identification information correspondence is sent to described voice gateways;
This ivr server also comprises: negotiation module 13 is used at call establishment, by consulting to determine the function of support voice gateway playing alert tones with described voice gateways; Wherein, behind the INVITE that receives the information of indicating described voice gateways support voice gateway play cuing sound function from carrying of described voice gateways, carry the information of indicating described ivr server support voice gateway play cuing sound function in 183 messages of described voice gateways in response.
This ivr server also comprises: processing module 14, be used for after receiving press key message sent by user, and if play voice suggestion to the user, then notify described voice gateways to stop to play voice suggestion to the user for described voice gateways; If play voice suggestion to the user, then stop self playing voice suggestion to the user for described ivr server.
Among the present invention, carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
Wherein, each module of apparatus of the present invention can be integrated in one, and also can separate deployment.Above-mentioned module can be merged into a module, also can further split into a plurality of submodules.
Based on the inventive concept same with said method, the invention allows for a kind of voice gateways, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with ivr server in total portion mechanism, be provided with voice gateways in each branch, the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones, when the user calls out described ivr server by described voice gateways, and after successfully setting up calling, as shown in Figure 5, these voice gateways comprise:
Sending module 22 is used for when there is the voice document of described identification information correspondence in this locality, plays voice suggestion according to the voice document of this locality storage to the user, and responds the local message that has voice document to described ivr server; When there is not the voice document of described identification information correspondence in this locality, respond the local message that does not have voice document to described ivr server.
These voice gateways also comprise: negotiation module 23 is used at call establishment, by consulting to determine the function of support voice gateway playing alert tones with described ivr server; Wherein, carry the INVITE of the information of indicating described voice gateways support voice gateway play cuing sound function to described ivr server transmission, and receive 183 messages that carry the information of indicating described ivr server support voice gateway play cuing sound function that described ivr server is responded.
These voice gateways also comprise: processing module 24 is used for obtaining press key message sent by user, and described key information being sent to described ivr server after the user selects corresponding operating according to described voice suggestion; Receive from described ivr server stop after the user plays the notice of voice suggestion, stop to play voice suggestion to the user.
Among the present invention, carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
Wherein, each module of apparatus of the present invention can be integrated in one, and also can separate deployment.Above-mentioned module can be merged into a module, also can further split into a plurality of submodules.
Through the above description of the embodiments, those skilled in the art can be well understood to the present invention and can realize by hardware, also can realize by the mode that software adds necessary general hardware platform.Based on such understanding, technical scheme of the present invention can embody with the form of software product, it (can be CD-ROM that this software product can be stored in a non-volatile memory medium, USB flash disk, portable hard drive etc.) in, comprise some instructions with so that computer equipment (can be personal computer, server, the perhaps network equipment etc.) carry out the described method of each embodiment of the present invention.
It will be appreciated by those skilled in the art that accompanying drawing is the schematic diagram of a preferred embodiment, module in the accompanying drawing or flow process might not be that enforcement the present invention is necessary.
It will be appreciated by those skilled in the art that the module in the device among the embodiment can be distributed in the device of embodiment according to the embodiment description, also can carry out respective change and be arranged in the one or more devices that are different from present embodiment.The module of the foregoing description can be merged into a module, also can further split into a plurality of submodules.
The invention described above sequence number is not represented the quality of embodiment just to description.
More than disclosed only be several specific embodiment of the present invention, still, the present invention is not limited thereto, any those skilled in the art can think variation all should fall into protection scope of the present invention.
Claims (16)
1. the method for playing announcements during an IVR calls out, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with ivr server in total portion mechanism, be provided with voice gateways in each branch, it is characterized in that the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones is when the user calls out described ivr server by described voice gateways, and after successfully setting up calling, this method may further comprise the steps:
Described ivr server sends to described voice gateways with the identification information of voice document to be played;
When there is not the voice document of described identification information correspondence in described voice gateways, described ivr server receives the message of responding from described voice gateways that does not have voice document, play voice suggestion by the RTP passage between voice gateways and the ivr server to the user, and the voice document of described identification information correspondence is sent to described voice gateways.
2. the method for claim 1 is characterized in that, described method further comprises:
In call establishment, described ivr server is by consulting to determine the function of support voice gateway playing alert tones with described voice gateways, this negotiations process is specially: behind the INVITE that receives the information of indicating described voice gateways support voice gateway play cuing sound function from carrying of described voice gateways, described ivr server is given in 183 messages of described voice gateways in response and is carried the information of indicating described ivr server support voice gateway play cuing sound function.
3. the method for claim 1 is characterized in that, described ivr server is play voice suggestion by the RTP passage between voice gateways and the ivr server to the user, also comprises afterwards:
After receiving press key message sent by user, if play voice suggestion for described voice gateways to the user, described ivr server notifies described voice gateways to stop to play voice suggestion to the user; If play voice suggestion for described ivr server to the user, described ivr server stops to play voice suggestion to the user.
4. as each described method of claim 1-3, it is characterized in that, carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
5. the method for playing announcements during an IVR calls out, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with ivr server in total portion mechanism, be provided with voice gateways in each branch, it is characterized in that the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones is when the user calls out described ivr server by described voice gateways, and after successfully setting up calling, this method may further comprise the steps:
Described voice gateways receive the identification information from the voice document to be played of described ivr server;
If the local voice document that has described identification information correspondence, described voice gateways are play voice suggestion according to the voice document of this locality storage to the user, and respond the local message that has voice document to described ivr server;
When if there is not the voice document of described identification information correspondence in this locality, described voice gateways are responded the local message that does not have voice document to described ivr server, and receive the voice document of the described identification information correspondence that described ivr server sends, and store described voice document.
6. method as claimed in claim 5 is characterized in that, described method further comprises:
In call establishment, described voice gateways are by consulting to determine the function of support voice gateway playing alert tones with described ivr server, this negotiations process is specially: described voice gateways send to described ivr server and carry the INVITE of the information of indicating described voice gateways support voice gateway play cuing sound function, and receive 183 messages that carry the information of indicating described ivr server support voice gateway play cuing sound function that described ivr server is responded.
7. method as claimed in claim 5 is characterized in that, described voice gateways are play voice suggestion according to the voice document of this locality storage to the user, also comprise afterwards:
After the user selected corresponding operating according to described voice suggestion, described voice gateways obtained press key message sent by user, and described key information is sent to described ivr server; Receiving from the stopping after the user plays the notice of voice suggestion of described ivr server, described voice gateways stop to play voice suggestion to the user.
8. as each described method of claim 5-7, it is characterized in that, carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
9. ivr server, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with described ivr server in total portion mechanism, be provided with voice gateways in each branch, it is characterized in that the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones is when the user calls out described ivr server by described voice gateways, and after successfully setting up calling, this ivr server comprises:
Sending module is used for the identification information of voice document to be played is sent to described voice gateways; And after receiving the message of responding from described voice gateways that does not have voice document, play voice suggestion to the user by the RTP passage between voice gateways and the ivr server, the voice document of described identification information correspondence is sent to described voice gateways;
Receiver module is used for when there is not the voice document of described identification information correspondence in described voice gateways, receives the message of responding from described voice gateways that does not have voice document.
10. ivr server as claimed in claim 9 is characterized in that, also comprises:
Negotiation module is used at call establishment, by consulting to determine the function of support voice gateway playing alert tones with described voice gateways; Wherein, behind the INVITE that receives the information of indicating described voice gateways support voice gateway play cuing sound function from carrying of described voice gateways, carry the information of indicating described ivr server support voice gateway play cuing sound function in 183 messages of described voice gateways in response.
11. ivr server as claimed in claim 9 is characterized in that, also comprises:
Processing module is used for after receiving press key message sent by user, if play voice suggestion for described voice gateways to the user, then notifies described voice gateways to stop to play voice suggestion to the user; If play voice suggestion to the user, then stop self playing voice suggestion to the user for described ivr server.
12. as each described ivr server of claim 9-11, it is characterized in that, carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
13. voice gateways, be applied to comprise in the IVR calling system of total portion mechanism and at least one branch, be provided with ivr server in total portion mechanism, be provided with voice gateways in each branch, it is characterized in that the function of described voice gateways and the equal support voice gateway of described ivr server playing alert tones is when the user calls out described ivr server by described voice gateways, and after successfully setting up calling, these voice gateways comprise:
Receiver module is used to receive the identification information from the voice document to be played of described ivr server; And when not having the voice document of described identification information correspondence in this locality, receive the voice document of the described identification information correspondence that described ivr server sends, and store described voice document;
Sending module is used for when there is the voice document of described identification information correspondence in this locality, plays voice suggestion according to the voice document of this locality storage to the user, and responds the local message that has voice document to described ivr server; When there is not the voice document of described identification information correspondence in this locality, respond the local message that does not have voice document to described ivr server.
14. voice gateways as claimed in claim 13 is characterized in that, also comprise:
Negotiation module is used at call establishment, by consulting to determine the function of support voice gateway playing alert tones with described ivr server; Wherein, carry the INVITE of the information of indicating described voice gateways support voice gateway play cuing sound function to described ivr server transmission, and receive 183 messages that carry the information of indicating described ivr server support voice gateway play cuing sound function that described ivr server is responded.
15. voice gateways as claimed in claim 13 is characterized in that, also comprise:
Processing module is used for obtaining press key message sent by user, and described key information being sent to described ivr server after the user selects corresponding operating according to described voice suggestion; Receive from described ivr server stop after the user plays the notice of voice suggestion, stop to play voice suggestion to the user.
16. as each described voice gateways of claim 13-15, it is characterized in that, carry out interacting message based on the SDP agreement between described voice gateways and the described ivr server, and in interactive messages, be provided with the identification information of first description field of support voice gateway play cuing sound function whether, voice document to be played second description field, whether support the 3rd description field of file synchronization function; Described first description field is used to consult voice gateways and ivr server, and the function, identification information, described the 3rd description field that described second description field is used to carry voice document to be played of support voice gateway playing alert tones are used to carry the information whether voice gateways exist the voice document of identification information correspondence.
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