CN102497484A - Call center system providing monitoring function and use method thereof - Google Patents
Call center system providing monitoring function and use method thereof Download PDFInfo
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- CN102497484A CN102497484A CN2011103787585A CN201110378758A CN102497484A CN 102497484 A CN102497484 A CN 102497484A CN 2011103787585 A CN2011103787585 A CN 2011103787585A CN 201110378758 A CN201110378758 A CN 201110378758A CN 102497484 A CN102497484 A CN 102497484A
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Abstract
The invention discloses a call center system providing a monitoring function. The system comprises a user side, an operation platform of a service provider, an ethernet and a call center platform. A part used for monitoring sends an equipment ID or the equipment ID and a fault code to a multimedia switch through a remote user terminal host via a service provider switch. The multimedia switch sends the equipment ID or the equipment ID and the fault code to a CTI voice server through a local area network. The CTI voice server calls basic information of a monitored object from a database server and carries out determination and processing on the received equipment ID or the received equipment ID and the received fault code. The multimedia switch and an artificial agent wait for an execution command. The call center system is more intelligentized and satisfies demands of particular persons to the call center system, in addition, transmission is more stable and reliable through a fixed phone line, and loss of life and property caused by time delay can be avoided.
Description
Technical field
The invention belongs to communication technical field, relate to the field that the communication technology combines the comprehensive utilization of computer, senser element, be specifically related to a kind of call center system and method for using that monitoring function is provided.
Background technology
So-called call center is the enterprises comprehensive information service platform of technology such as set stored-program control exchange, call voice, database, the Internet.See through this interactive window of call center; Enterprise can be in time and client's two-way exchange, to the service that the client provides thoughtfully, shows consideration for, establishes good corporate image; Rapidly, comprehensively solve simultaneously the urgent need of client, improve service quality, improve customer satisfaction and loyalty with this.
The call center is exactly the place of concentrating relatively at; Service organization by a collection of attendant forms utilizes computer communication technology usually, handles and condescends to inquire from enterprise, client's phone; Especially possesses the ability of handling a large amount of callings simultaneously; Also possess caller ID display, can incoming call be distributed to the personnel that possess corresponding technical ability automatically and handle, and can write down and store all calling information.One typical is that main call center can have incoming call and call out function concurrently with the customer service, when the information inquiry of handling client, consulting, complaint etc. are professional, can carry out call business such as client's return visit, satisfaction investigation.
At present, the call center system that is directed to special population seldom.The voice call method that patent of invention CN 101064868 B provide a kind of patients to use, though satisfied patient's demand to a certain extent, function ratio is more single, can only pass through voice, via fixed line or mobile phone.Can't move after falling, or go into a coma to mute if patient is weak, just show its fatal limitation because of cordis and cerebral accident.The aging problem has become society, the family problem of a sternness.How satisfying empty nest old man's call demand, is our urgent problem; They are in the face of emergency, as fall, cordis and cerebral accident etc., often have little time to report to the police, so that incur loss through delay and rescue and cause serious consequence even death.When more common inferior emergency, for example burst disease is taken medicine and is responded, and stops the supple of gas or steam, and the food medicine is eaten up etc., and whose calling for help empty nest old man does not more know to.Be not only the old man, other disadvantaged group also are faced with same problem.
Summary of the invention
The present invention is directed to the deficiency of above-mentioned prior art; A kind of call center system and method for using that monitoring function is provided is provided; Improve call center system, improve hommization, intellectuality, stability, the reliability of system, satisfy the demand of special population call center system.
For achieving the above object, the technical scheme that the present invention takes is: a kind of call center system that monitoring function is provided is provided, comprises operation platform, Ethernet and the Call Center Platform of user side, operator; Said user side comprises mobile phone, subscriber computer; Said mobile phone is used for receiving short message and receives calls; Said subscriber computer is used for user's registration, Query Information, modification information; The operation platform of said operator comprises provider switch and operator SMS gateway; Said provider switch is the middle bridge that user side is communicated by letter with Call Center Platform with the operator SMS gateway; Said Call Center Platform comprises multimedia switch, operator attendance and server host; The information conveyance that the multimedia switch will receive from provider switch is to operator attendance and server host; The information that operator attendance and server host receive according to provider switch is made corresponding answer; It is characterized in that: said user side also comprises remote user terminals main frame, the parts that are used to guard; The said parts that are used to guard are used for guardianship; Said remote user terminals main frame is used to receive the information of the parts that are used to guard, and sends to Call Center Platform; Said remote user terminals main frame is connected the back through PSTN access carrier switch with fixed line phone, provider switch is connected with the multimedia switch through physical circuit; Said multimedia switch is connected with the telephone set that operator attendance is provided with; Said multimedia switch, operator attendance, server host are positioned at the local area network (LAN) of Call Center Platform; Said mobile phone is connected with provider switch through PSTN; Said mobile phone can also be connected with the operator SMS gateway through mobile network.
Said user side also comprises the personal health information card; The said parts that are used to guard comprise intelligence branch medicine reminiscences, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button, voice distance increasing unit, standby key coded lock; Said intelligence divides medicine reminiscences, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button, voice distance increasing unit to be connected through the wireless telecommunications element with the remote user terminals main frame.
Said multimedia switch is provided with E1 interface, SS7 (Signaling System 7) interface, ISDN PRI (Integrated Service Digital Network Primary Rate Interface) interface.
Said server host is provided with SIP (Session Initiation Protocol) server, CTI (Computer Telephony Integration) voice server, database server, short message server, the webserver, application server.
Said CTI voice server comprises counting module.
Said server host is provided with the network switch and fire compartment wall; The said network switch and fire compartment wall are used for mask information, protecting network.
The above-mentioned method for using that the call center system of monitoring function is provided; It is characterized in that: the parts that are used to guard send to provider switch through the remote user terminals main frame through PSTN with device id or device id and error code; Provider switch sends to the multimedia switch with device id or device id and error code; The multimedia switch sends to the CTI voice server with device id or device id and error code through local area network (LAN), and the CTI voice server is transferred the essential information of guardianship and the device id received or device id and error code are judged and handled from database server; Multimedia switch and operator attendance are waited for fill order; The network user can be through Ethernet and server host the webserver inquire about and revise from the essential information that the database server of server host accesses guardianship; And the essential information of amended guardianship returned to server host, database server is preserved information.
The above-mentioned method for using of the call center system of monitoring function that provides may further comprise the steps:
A, intelligence divide medicine reminiscences, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button that device id or device id and error code are sent to the remote user terminals main frame;
B, remote user terminals main frame send to multimedia switch through PSTN through provider switch with device id or device id and error code;
C, multimedia switch send to the CTI voice server with device id or device id and error code;
D, CTI voice server transfer the essential information of guardianship from database server, and make according to the device id that receives or device id and error code and to judge and handle:
D1,, device id adds four bit-errors codes if dividing the ID of medicine reminiscences for intelligence; And the counts of CTI voice server counting module is less than or equal to 4; The information that the CTI voice server is not taken medicine guardianship is dealt into first contact person's cell phone through short message server through the network switch, fire compartment wall, Ethernet, operator SMS gateway, mobile network, and CTI voice server counting module begins counting simultaneously; If what the CTI voice server received is device id and four dislocation position codes; And the counts of CTI voice server counting module is greater than 4; CTI voice server control multimedia switch starts operator attendance operator allocator, and the multimedia switch is connected idle operator, and the CTI voice server sends to the essential information of guardianship in operator's main frame simultaneously; And on display screen, eject CTI voice server counting module zero clearing simultaneously automatically;
D2, if device id is the ID of transducer, no activity detector, smog/gas leakage detector, wireless carry-on button of falling; CTI voice server control multimedia switch starts operator attendance operator allocator; The multimedia switch is connected idle operator; The CTI voice server sends to operator's main frame with the essential information of guardianship simultaneously, and on display screen, ejects automatically;
E, operator attendance incoming call answering when operator's incoming call answering, are handled it according to the situation of answering, and result comprises result 1, result 2; Said result 1 is the closing of the circuit phone, inquiry guardianship situation; Said result 2 is the phone access failure, and this moment, the operator called out at least one side among the Property Management of residence person, hospital, fire brigade at first contact person, the guardianship place of guardianship through multimedia switch, provider switch.
The said transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button are disposable products; Battery operated through interior envelope; When the said transducer of falling, no activity detector, smog/gas leakage detector, the arbitrary electric weight of wireless carry-on button were low, the said transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button sent to the CTI voice server with device id and three bit-errors codes through remote user terminals main frame, provider switch and multimedia switch; The CTI voice server sends to all operators' main frame with the essential information of guardianship, and on display screen, ejects automatically; First contact person of operator's active call guardianship or guardianship, and the equipment of notifying them to change at this moment.
Said intelligence divides the medicine reminiscences to be provided with audible and visible alarm or voice suggestion, and audible and visible alarm or voice suggestion are controlled by clock circuit; Said intelligence divides the medicine reminiscences to be provided with the reminder time setting program, and it is that sound and light alarm time point, distance intelligence divide the medicine reminiscences to send the time interval of audible and visible alarm or voice suggestion that the medication alert time can be set; The time interval that said distance intelligence divides the medicine reminiscences to send audible and visible alarm or voice suggestion is defaulted as 30 minutes; When said distance intelligence divides the medicine reminiscences to send 30 minutes time intervals of audible and visible alarm or voice suggestion; If guardianship is not also taken medicine, intelligence divides the medicine reminiscences that device id and four bit-errors codes are sent to Call Center Platform through the remote user terminals main frame;
Receive intelligence for the first time when dividing device id and the four bit-errors codes of medicine reminiscences from said CTI voice server, CTI voice server counting module begins counting; Whenever receive intelligence afterwards and divide the device id and the four bit-errors codes of medicine reminiscences, counting module is the accumulated counts number of times just, when said counting module counts greater than 4 the time, the counting module zero clearing.
The no activity detector that the present invention adopts is surveyed the guardianship activity time through in certain hour, certain limit, if detected object does not have activity in special time, warning circuit is connected, and detector sends warning message.
Smog/combustion gas detector that the present invention adopts passes through to detect the concentration of smog/combustion gas, and compares with the smog of setting/gas concentration value, and when exceeding set point, warning circuit is connected, and sends warning message.
The personal health information card that the present invention adopts is used for guardianship when going out; If burst symptoms such as guardianship occurs falling in a swoon in the process of going out alone; See the people of this state; Can attend the customer service phone of call center through dialing the personal health information card, first contact person of guardianship etc. is in time notified at notification call center, call center; Buy in medicine, the treatment process at guardianship,, also can dial the customer service telephone counseling that the personal health information card is attend the call center if forget medical history in the past.
The multimedia switch that the present invention adopts, the connection signaling of support comprises China Telecom's ISDN PRI, Signaling System Number 7, ISDN pri signaling, 64K analog telephone signaling, SIP signaling
The CTI voice server that the present invention adopts: the computer telephone integration server has the function that realizes control multimedia switch and business logic processing.
The short message server that the present invention adopts is controlled by the CTI voice server, sends note for first contact person of guardianship.
The sip server that the present invention adopts: be responsible for foundation, maintenance and the removing of session in the network.
The database server that the present invention adopts is the data storage center of call center system, business datums such as preserving calling and calling record, the logging of attending a banquet, user's consulting, complain and place an order.
The application server that the present invention adopts mainly plays the supervision effect, implements the operating state of display business information and each server, operator attendance.
The call center system of monitoring function that provides provided by the invention has following beneficial effect:
1, the remote user terminals main frame of this call center system setting and the supporting parts that are used to the guard information that to gather guardianship in real time; And information sent to Call Center Platform through provider switch; The CTI voice server of Call Center Platform setting can be handled the real time information of guardianship; And the CTI voice server can be controlled short message server and send note for first contact person of guardianship; Make this call center system intelligent more, satisfy the demand of special population call center system;
2, device id or device id and the error code of selecting the parts that fixation phone line transmission is used to guard for use are to provider switch, and provider switch is redispatched to Call Center Platform, and this transmission means is stable more, reliable;
3, this call center system has increased initiatively monitoring function on simple passive pickup feature basis in the past, for example falls with no activity detection etc., and emergency can in time be replied, and can comprehensively better satisfy the demand of special population and society;
4, this call center system is original puts in order into the intelligence double-reminding management service function of taking medicine, and can effectively avoid missing because of the mistake clothes, or repeat to take medicine and the serious consequence that causes.
5, operator attendance is in time notified first contact person of guardianship, Property Management of residence person, hospital or the fire brigade at guardianship place, can avoid life, property loss because of time delays causes.
Description of drawings
Fig. 1 is the call center system physical structure figure that monitoring function is provided.
Fig. 2 is the call center system mode of operation flow chart () that monitoring function is provided.
Fig. 3 is the call center system mode of operation flow chart (two) that monitoring function is provided.
Embodiment
Below in conjunction with embodiment the present invention is carried out detailed explanation, but they not to further restriction of the present invention.
As shown in Figure 1, the call center system of monitoring function is provided, comprise operation platform, Ethernet and the Call Center Platform of user side, operator; User side comprises mobile phone, subscriber computer; Mobile phone is used for receiving short message and receives calls; Subscriber computer is used for user's registration, Query Information, modification information; The operation platform of operator comprises provider switch and operator SMS gateway; Provider switch is the middle bridge that user side is communicated by letter with Call Center Platform with the operator SMS gateway; Call Center Platform comprises multimedia switch, operator attendance and server host; The information conveyance that the multimedia switch will receive from provider switch is to operator attendance and server host; The information that operator attendance and server host receive according to provider switch is made corresponding answer; It is characterized in that: user side also comprises remote user terminals main frame, the parts that are used to guard; The parts that are used to guard are used for guardianship; The remote user terminals main frame is used to receive the information of the parts that are used to guard, and sends to Call Center Platform; The remote user terminals main frame is connected the back through PSTN access carrier switch with fixed line phone, provider switch is connected with the multimedia switch through physical circuit; The multimedia switch is connected with the telephone set that operator attendance is provided with; Multimedia switch, operator attendance, server host are positioned at the local area network (LAN) of Call Center Platform; Mobile phone is connected with provider switch through PSTN; Mobile phone can also be connected with the operator SMS gateway through mobile network.
Above-mentioned user side also comprises the personal health information card; The above-mentioned parts that are used to guard comprise intelligence branch medicine reminiscences, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button, voice distance increasing unit, standby key coded lock; Intelligence divides medicine reminiscences, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button, voice distance increasing unit to be connected through the wireless telecommunications element with the remote user terminals main frame.
Above-mentioned multimedia switch is provided with E1 interface, SS7 interface, ISDN PRI interface.
Above-mentioned server host is provided with sip server, CTI voice server, database server, short message server, the webserver, application server.
Above-mentioned CTI voice server comprises counting module.The CTI voice server receives intelligence when dividing device id and the four bit-errors codes of medicine reminiscences for the first time, and CTI voice server counting module begins counting; Whenever receive intelligence afterwards and divide the device id and the four bit-errors codes of medicine reminiscences, counting module is the accumulated counts number of times just, when the counting module counts greater than 4 the time, the counting module zero clearing.
Above-mentioned server host is provided with the network switch and fire compartment wall; The network switch and fire compartment wall are used for mask information, protecting network.
The above-mentioned method for using that the call center system of monitoring function is provided: the parts that are used to guard send to provider switch through the remote user terminals main frame through PSTN with device id or device id and error code; Provider switch sends to the multimedia switch with device id or device id and error code; The multimedia switch sends to the CTI voice server with device id or device id and error code through local area network (LAN), and the CTI voice server is transferred the essential information of guardianship and the device id received or device id and error code are judged and handled from database server; Multimedia switch and operator attendance are waited for fill order; The network user can be through Ethernet and server host the webserver inquire about and revise from the essential information that the database server of server host accesses guardianship; And the essential information of amended guardianship returned to server host, database server is preserved information.
The essential information of above-mentioned guardianship comprises name, the address of guardianship, health status, common drug, guardianship first name of contact person, phone, guardianship place Property Management of residence person's telephone number.
Intelligence divides the medicine reminiscences to be provided with audible and visible alarm or voice suggestion, and audible and visible alarm or voice suggestion are controlled by clock circuit; Intelligence divides the medicine reminiscences to be provided with the reminder time setting program, and it is that sound and light alarm time point, distance intelligence divide the medicine reminiscences to send the time interval of audible and visible alarm or voice suggestion that the medication alert time can be set; The time interval that distance intelligence divides the medicine reminiscences to send audible and visible alarm or voice suggestion is defaulted as 30 minutes; When distance intelligence divided the medicine reminiscences to send 30 minutes time intervals of audible and visible alarm or voice suggestion, if guardianship is not also taken medicine, intelligence divided the medicine reminiscences that device id and four bit-errors codes are sent to Call Center Platform through the remote user terminals main frame; Fall transducer, no activity detector, smog/gas leakage detector are fallen, do not have activity for a long time, are caught fire or gas leakage when detecting guardianship, and remote user terminals main frame transmitting apparatus ID is to Call Center Platform.Fig. 2 and Fig. 3 provide two kinds of different working modes flow charts of call center system that monitoring function is provided respectively.
As shown in Figure 2; When distance intelligence divides the medicine reminiscences to send 30 minutes time intervals of audible and visible alarm or voice suggestion; If guardianship is not also taken medicine; To Call Center Platform, the process that Call Center Platform is made response may further comprise the steps through the remote user terminals main frame for intelligence branch medicine reminiscences transmitting apparatus ID and four bit-errors codes:
A1, intelligence divide the medicine reminiscences to send audible and visible alarm or voice suggestion, remind guardianship to take medicine; When distance intelligence divided the medicine reminiscences to send 30 minutes time intervals of audible and visible alarm or voice suggestion, if guardianship is not also taken medicine, intelligence divided medicine reminiscences transmitting apparatus ID and four bit-errors codes to the remote user terminals main frame;
B1, remote user terminals main frame divide the device id of medicine reminiscences and four bit-errors codes to send to provider switch through PSTN intelligence, and initiate dialogue;
C1, provider switch send to the multimedia switch with device id and four bit-errors codes;
D1, multimedia switch send to the CTI voice server with device id and four bit-errors codes;
E1, CTI voice server transfer the essential information of guardianship from database server, and combine the counting module counts to make judgement according to device id that receives and four bit-errors codes; If the counting module counts smaller or equal to 4, gets into step e 11; If the counting module counts greater than 4, gets into step F 1;
E11, CTI voice server control short message server is given first contact person of guardianship through the network switch, fire compartment wall, Ethernet, operator SMS gateway, mobile network, and informs that guardianship do not take medicine; Counting module begins counting simultaneously;
F1, sip server assist the CTI voice server to set up dialogue; CTI voice server control multimedia switch starts operator attendance operator allocator; The multimedia switch is connected idle operator; The CTI voice server sends to operator's main frame with the essential information of guardianship simultaneously, and on display screen, ejects automatically; The zero clearing of CTI voice server counting module counts;
The operator of G1, operator attendance receives calls, if there is the people to reply, gets into step H1; If nobody replys, get into step I1;
H1, if there is the people to reply, the operator of operator attendance reminds guardianship to take medicine;
I1, if nobody reply, the operator of operator attendance notifies first contact person of guardianship.
As shown in Figure 3; At the transducer of falling, no activity detector, when smog/the gas leakage detector sends warning message; Fall transducer, no activity detector, to Call Center Platform, the process that Call Center Platform is made response may further comprise the steps smog/gas leakage detector transmitting apparatus ID through the remote user terminals main frame:
A2, the transducer of falling, no activity detector, smog/gas leakage detector send to the remote user terminals main frame with device id;
B2, remote user terminals main frame send to provider switch with device id through PSTN, and initiate dialogue;
C2, provider switch send to the multimedia switch with device id;
D2, multimedia switch send to the CTI voice server with device id;
E2, sip server assist the CTI voice server to set up dialogue; CTI voice server control multimedia switch starts operator attendance operator allocator; The multimedia switch is connected idle operator; The CTI voice server sends to operator's main frame with the essential information of guardianship simultaneously, and on display screen, ejects automatically;
The operator of G2, operator attendance receives calls, if there is the people to reply, gets into step H2; If nobody replys, get into step I2;
H2, if there is the people to reply, the operator of operator attendance inquires actual conditions, if be necessary, Property Management of residence person, hospital or the fire department at first contact person of notice guardianship, guardianship place;
I2, if nobody replys, the operator of operator attendance notifies Property Management of residence person, hospital or the fire department at first contact person, the guardianship place of guardianship.
Fall transducer and wireless carry-on button has water-proof function, between sanitation of bath-room, waits the district occurred frequently of falling to use for guardianship.Fall transducer, no activity detector, smog/gas leakage detector, wireless carry-on button is disposable products; Battery operated through interior envelope; When the transducer of falling, no activity detector, smog/gas leakage detector, the arbitrary electric weight of wireless carry-on button were low, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button sent to the CTI voice server with device id and three bit-errors codes through remote user terminals main frame, provider switch and multimedia switch; The CTI voice server sends to all operators' main frame with the essential information of guardianship, and on display screen, ejects automatically; First contact person of operator's active call guardianship or guardianship, and the equipment of notifying them to change at this moment.
It is double-reminding that intelligence is divided the medicine reminiscences.During to medicine time; At first send audible and visible alarm or voice suggestion, if apart from audible and visible alarm or voice suggestion 30 minutes (this time interval can be set, and is defaulted as 30 minutes); Guardianship is not also taken medicine; Intelligence divide the medicine reminiscences with regard to automatic transmitting equipment ID and four bit-errors codes through the remote user terminals main frame to Call Center Platform, the CTI voice server of Call Center Platform is according to the device id that receives and the counts of four bit-errors codes and counting module, if no more than 4 times of the number of times of counting module; Then Call Center Platform is sent first contact person that note is reminded guardianship, and guardianship is not taken medicine; In a medicining cycle, intelligence divides the medicine reminiscences only to remind once.
When guardianship is fallen, the transducer automatic transmitting equipment ID that falls give device id that remote user terminals main frame, remote user terminals main frame will fall transducer again through provider switch, send to Call Center Platform.
The voice distance increasing unit is placed on the guardianship room of being everlasting, so that guardianship also can not be heard prompting message or calls out in that the remote user terminals main frame is other.
The standby key coded lock generally is placed on Property Management of residence person there, and each standby key coded lock all has unique sequence number, and is easy-to-look-up.When accident appearred in guardianship, the household of guardianship or rescue personnel can obtain password through the call center, so that can get into the room of guardianship in the very first time, in time help guardianship, avoid financial losses simultaneously.Each use the standby key coded lock after, guardianship is reset password, and the notification call center data in the storehouse that Updates Information, and has guaranteed the safety of standby key.
Wireless carry-on button is contained on one's body the guardianship; Guardianship occurs unexpected or when what demand was arranged, guardianship can be pressed wireless carry-on button at any time, at this moment; Wireless carry-on button transmitting apparatus ID is through remote user terminals main frame to Call Center Platform and initiate dialogue; Sip server assists the CTI voice server to set up dialogue, and CTI voice server control multimedia switch starts operator attendance operator allocator, and the multimedia switch is connected idle operator; The CTI voice server sends to operator's main frame with the essential information of guardianship simultaneously, and on display screen, ejects automatically; Operator attendance operator incoming call answering.
The personal health information card is provided with 24 hours customer service phones of membership number and call center; When guardianship is gone out; As if burst symptoms such as guardianship occur falling in a swoon in the process of going out alone, see the people of this state, can attend the customer service phone of call center through dialing the personal health information card; First contact person of guardianship etc. is in time notified at notification call center, call center; Buy in medicine, the treatment process at guardianship,, also can dial the customer service telephone counseling that the personal health information card is attend the call center if forget medical history in the past.The client can oneself get into member system through the Internet, revises social resources, family's resource, personal health essential information, the personal health information card information of oneself.
Provide the call center system of monitoring function can handle following emergency and inferior emergency:
1, emergency:
(1) the guardianship burst disease (like angina pectoris, expiratory dyspnea) of staying at home, life-threatening situation such as meet accident;
(2) gas leakage, situation such as catch fire;
(3) bad person swarms into situations such as indoor robbery, theft.
2, inferior emergency:
(1) the guardianship situation of non-life-threatening disease that happens suddenly at home;
(2) the falling of life-threatening safety not, injured and other unexpected situation take place at home in guardianship;
(3) guardianship is felt the situation of uncomfortable reaction such as dizzy, uncomfortable in chest at home;
(4) guardianship is reminded the situation that still has a question through intelligent delivery apparatus;
(5) guardianship is taken the situation that medicine has bad reaction;
(6) the guardianship inconvenient situation of stair activity of staying at home;
(7) guardianship is seen at home has suspicious people outdoors, perhaps hears situations such as the suspicious sound is arranged;
Situation such as (8) combustion gas is interrupted, cut off the water among the guardianship man, the lavatory leaks;
(9) bulb burns out situations such as needing people's repairing among the guardianship man;
(10) guardianship medicine, food are eaten up needs the people to buy or situation such as deliver goods to the customers;
(11) guardianship need back up and extract situations such as household electrical appliance after-sales service information, important telephone number.
Claims (10)
1. call center system that monitoring function is provided comprises operation platform, Ethernet and the Call Center Platform of user side, operator; Said user side comprises mobile phone, subscriber computer; Said mobile phone is used for receiving short message and receives calls; Said subscriber computer is used for user's registration, Query Information, modification information; The operation platform of said operator comprises provider switch and operator SMS gateway; Said provider switch is the middle bridge that user side is communicated by letter with Call Center Platform with the operator SMS gateway; Said Call Center Platform comprises multimedia switch, operator attendance and server host; The information conveyance that the multimedia switch will receive from provider switch is to operator attendance and server host; The information that operator attendance and server host receive according to provider switch is made corresponding answer; It is characterized in that: said user side also comprises remote user terminals main frame, the parts that are used to guard; The said parts that are used to guard are used for guardianship; Said remote user terminals main frame is used to receive the information of the parts that are used to guard, and sends to Call Center Platform; Said remote user terminals main frame is connected the back through PSTN access carrier switch with fixed line phone, provider switch is connected with the multimedia switch through physical circuit; Said multimedia switch is connected with the telephone set that operator attendance is provided with; Said multimedia switch, operator attendance, server host are positioned at the local area network (LAN) of Call Center Platform; Said mobile phone is connected with provider switch through PSTN; Said mobile phone can also be connected with the operator SMS gateway through mobile network.
2. the call center system that monitoring function is provided according to claim 1 is characterized in that: said user side also comprises the personal health information card; The said parts that are used to guard comprise intelligence branch medicine reminiscences, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button, voice distance increasing unit, standby key coded lock; Said intelligence divides medicine reminiscences, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button, voice distance increasing unit to be connected through the wireless telecommunications element with the remote user terminals main frame.
3. the call center system that monitoring function is provided according to claim 1 is characterized in that: said multimedia switch is provided with E1 interface, SS7 interface, ISDN PRI interface.
4. the call center system that monitoring function is provided according to claim 1 is characterized in that: said server host is provided with sip server, CTI voice server, database server, short message server, the webserver, application server.
5. the call center system that monitoring function is provided according to claim 4 is characterized in that: said CTI voice server comprises counting module.
6. the call center system that monitoring function is provided according to claim 1 is characterized in that: said server host is provided with the network switch and fire compartment wall; The said network switch and fire compartment wall are used for mask information, protecting network.
7. the described method for using that the call center system of monitoring function is provided of claim 1; It is characterized in that: the parts that are used to guard send to provider switch through the remote user terminals main frame through PSTN with device id or device id and error code; Provider switch sends to the multimedia switch with device id or device id and error code; The multimedia switch sends to the CTI voice server with device id or device id and error code through local area network (LAN), and the CTI voice server is transferred the essential information of guardianship and the device id received or device id and error code are judged and handled from database server; Multimedia switch and operator attendance are waited for fill order; The network user can be through Ethernet and server host the webserver inquire about and revise from the essential information that the database server of server host accesses guardianship; And the essential information of amended guardianship returned to server host, database server is preserved information.
8. the method for using that the call center system of monitoring function is provided according to claim 7 is characterized in that: may further comprise the steps:
A, intelligence divide medicine reminiscences, the transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button that device id or device id and error code are sent to the remote user terminals main frame;
B, remote user terminals main frame send to multimedia switch through PSTN through provider switch with device id or device id and error code;
C, multimedia switch send to the CTI voice server with device id or device id and error code;
D, CTI voice server transfer the essential information of guardianship from database server, and make according to the device id that receives or device id and error code and to judge and handle:
D1,, device id adds four bit-errors codes if dividing the ID of medicine reminiscences for intelligence; And the counts of CTI voice server counting module is less than or equal to 4; The information that the CTI voice server is not taken medicine guardianship is dealt into first contact person's cell phone through short message server through the network switch, fire compartment wall, Ethernet, operator SMS gateway, mobile network, and CTI voice server counting module begins counting simultaneously; If what the CTI voice server received is device id and four dislocation position codes; And the counts of CTI voice server counting module is greater than 4; CTI voice server control multimedia switch starts operator attendance operator allocator, and the multimedia switch is connected idle operator, and the CTI voice server sends to the essential information of guardianship in operator's main frame simultaneously; And on display screen, eject CTI voice server counting module zero clearing simultaneously automatically;
D2, if device id is the ID of transducer, no activity detector, smog/gas leakage detector, wireless carry-on button of falling; CTI voice server control multimedia switch starts operator attendance operator allocator; The multimedia switch is connected idle operator; The CTI voice server sends to operator's main frame with the essential information of guardianship simultaneously, and on display screen, ejects automatically;
E, operator attendance incoming call answering when operator's incoming call answering, are handled it according to the situation of answering, and result comprises result 1, result 2; Said result 1 is the closing of the circuit phone, inquiry guardianship situation; Said result 2 is the phone access failure, and this moment, the operator called out at least one side among the Property Management of residence person, hospital, fire brigade at first contact person, the guardianship place of guardianship through multimedia switch, provider switch.
9. the method for using that the call center system of monitoring function is provided according to claim 8; It is characterized in that: the said transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button are disposable products; Battery operated through interior envelope; When the said transducer of falling, no activity detector, smog/gas leakage detector, the arbitrary electric weight of wireless carry-on button were low, the said transducer of falling, no activity detector, smog/gas leakage detector, wireless carry-on button sent to the CTI voice server with device id and three bit-errors codes through remote user terminals main frame, provider switch and multimedia switch; The CTI voice server sends to all operators' main frame with the essential information of guardianship, and on display screen, ejects automatically; First contact person of operator's active call guardianship or guardianship, and the equipment of notifying them to change at this moment.
10. the method for using that the call center system of monitoring function is provided according to claim 8 is characterized in that: said intelligence divides the medicine reminiscences to be provided with audible and visible alarm or voice suggestion, and audible and visible alarm or voice suggestion are controlled by clock circuit; Said intelligence divides the medicine reminiscences to be provided with the reminder time setting program, and it is that sound and light alarm time point, distance intelligence divide the medicine reminiscences to send the time interval of audible and visible alarm or voice suggestion that the medication alert time can be set; The time interval that said distance intelligence divides the medicine reminiscences to send audible and visible alarm or voice suggestion is defaulted as 30 minutes; When said distance intelligence divides the medicine reminiscences to send 30 minutes time intervals of audible and visible alarm or voice suggestion; If guardianship is not also taken medicine, intelligence divides the medicine reminiscences that device id and four bit-errors codes are sent to Call Center Platform through the remote user terminals main frame;
Receive intelligence for the first time when dividing device id and the four bit-errors codes of medicine reminiscences from said CTI voice server, CTI voice server counting module begins counting; Whenever receive intelligence afterwards and divide the device id and the four bit-errors codes of medicine reminiscences, counting module is the accumulated counts number of times just, when said counting module counts greater than 4 the time, the counting module zero clearing.
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