CN102497484B - 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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- CN102497484B CN102497484B CN201110378758.5A CN201110378758A CN102497484B CN 102497484 B CN102497484 B CN 102497484B CN 201110378758 A CN201110378758 A CN 201110378758A CN 102497484 B CN102497484 B CN 102497484B
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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 communication technology in conjunction with the field of the comprehensive utilization of computer, senser element, be specifically related to a kind of call center system and using method that monitoring function is provided.
Background technology
So-called call center is the Enterprise Integrated information service platform of the 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, and the service that provides thoughtfully, shows consideration for to client, establishes good corporate image, rapidly, comprehensively solve the urgent need of client simultaneously, with this, improve service quality, improve customer satisfaction and loyalty.
Call center is exactly in a relatively concentrated place, the service organization being formed by a collection of attendant, conventionally utilize computer communication technology, processing is condescended to inquire from enterprise, client's phone, especially possesses the ability of simultaneously processing a large amount of callings, also possess caller ID display, incoming call can be distributed to automatically to the personnel's processing that possesses corresponding technical ability, and can be recorded and store all calling information.Typically take customer service for one is that main call center can have incoming call and call out function concurrently, when processing client's the business such as information inquiry, consulting, complaint, can carry out the call business such as client's return visit, satisfaction investigation.
At present, the call center system that is directed to special population seldom.Patent of invention CN 101064868 B provide a kind of voice call method for patient, although met to a certain extent patient's demand, function ratio is more single, can only pass through voice, via fixed line or mobile phone.If patient is weak, to mute, after falling, cannot move, or go into a coma because of cordis and cerebral accident, just show its fatal limitation.Aging Problem has become a severe society, family problem.How meeting 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 dead.When more common sub-emergency, burst disease for example, drug administration responds, and stops the supple of gas or steam, and food medicine is eaten up etc., and empty nest old man does not more know to call for help to whom.Be not only old man, other disadvantaged group are also faced with same problem.
Summary of the invention
The present invention is directed to above-mentioned the deficiencies in the prior art, a kind of call center system and using method that monitoring function is provided is provided, improve call center system, improve hommization, intellectuality, stability, the reliability of system, meet the demand of special population to 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's side, operator; Described user's side comprises mobile phone, subscriber computer; Described mobile phone is used for receiving short message and receives calls; Described subscriber computer is for user's registration, Query Information, modification information; The operation platform of described operator comprises provider switch and operator SMS gateway; The middle bridge that described provider switch is communicated by letter with Call Center Platform for user's side with operator SMS gateway; Described Call Center Platform comprises multimedia switchboard, operator attendance and server host; Multimedia switchboard by the information conveyance receiving from provider switch to operator attendance and server host; The information that operator attendance and server host receive according to provider switch is made corresponding reply; It is characterized in that: described user's side also comprises remote user terminals main frame, the parts for guarding; Described for the parts of guarding for guardianship; Described remote user terminals main frame is used for receiving the information of the parts for guarding, and sends to Call Center Platform; Described remote user terminals main frame passes through PSTN access carrier switch after connecting with fixed line phone, and provider switch is connected with multimedia switchboard by physical circuit; Described multimedia switchboard is connected with the telephone set that operator attendance arranges; Described multimedia switchboard, operator attendance, server host are positioned at the local area network (LAN) of Call Center Platform; Described mobile phone is connected with provider switch by PSTN; Described mobile phone can also be connected with operator SMS gateway by mobile network.
Described user's side also comprises personal health information card; Described for the parts of guarding comprise intelligence minute medicine reminiscences, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, voice distance increasing unit, standby key coded lock; Described intelligence is divided medicine reminiscences, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, voice distance increasing unit, be connected by wireless telecommunications element with remote user terminals main frame.
Described multimedia switchboard is provided with E1 interface, SS7(Signaling System 7) interface, ISDN PRI(Integrated Service Digital Network Primary Rate Interface) interface.
Described 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.
Described CTI voice server comprises counting module.
Described server host is provided with the network switch and fire compartment wall; The described network switch and fire compartment wall are for mask information, protecting network.
The above-mentioned using method that the call center system of monitoring function is provided, it is characterized in that: for the parts of guarding, device id or device id and error code are sent to provider switch by remote user terminals main frame through PSTN, provider switch sends to multimedia switchboard by device id or device id and error code, multimedia switchboard sends to CTI voice server by device id or device id and error code by local area network (LAN), CTI voice server is transferred the essential information of guardianship and the device id of receiving or device id and error code is judged and processed from database server, multimedia switchboard and operator attendance are waited for fill order, the network user can be by Ethernet and server host the webserver essential information that recalls guardianship from the database server of server host inquire about and revise, and the essential information of amended guardianship is returned to server host, database server is preserved information.
The above-mentioned using method of the call center system of monitoring function that provides comprises the following steps:
A, intelligence minute medicine reminiscences, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, device id or device id and error code are sent to remote user terminals main frame;
B, remote user terminals main frame send to multimedia switchboard by PSTN through provider switch by device id or device id and error code;
C, multimedia switchboard send to CTI voice server by device id or device id and error code;
D, CTI voice server are transferred the essential information of guardianship from database server, and judge and process according to the device id receiving or device id and error code:
If d1 device id divides the ID of medicine reminiscences for intelligence and adds four bit-errors codes, and the counts of CTI voice server counting module is less than or equal to 4, the information exchange that CTI voice server is not taken medicine guardianship is crossed short message server and through the network switch, fire compartment wall, Ethernet, operator SMS gateway, mobile network, is dealt into the first contact person's cell phone, and CTI voice server counting module starts counting simultaneously; If what 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 is controlled multimedia switchboard and is started operator attendance operator allocator, multimedia switchboard is connected idle operator, CTI voice server sends to the essential information of guardianship in operator's main frame simultaneously, and automatic spring, the simultaneously zero clearing of CTI voice server counting module on display screen;
If d2 device id be fall transducer, without the ID of activity detector, smog/combustion gas leak finder, wireless portable button, CTI voice server is controlled multimedia switchboard and is started operator attendance operator allocator, multimedia switchboard is connected idle operator, simultaneously CTI voice server sends to the essential information of guardianship in operator's main frame, and on display screen automatic spring;
E, operator attendance incoming call answering, when operator's incoming call answering, handle it according to the situation of answering, and result comprises result 1, result 2; Described result 1 is closing of the circuit phone, inquiry guardianship situation; Described result 2 is phone access failure, and now operator is by least one party in multimedia switchboard, provider switch calling the first contact person of guardianship, the Property Management of residence person at guardianship place, hospital, fire brigade.
The described transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, be disposable products, battery operated by interior envelope, when the described transducer of falling, when low without activity detector, smog/combustion gas leak finder, the arbitrary electric weight of wireless portable button, described in fall transducer, without activity detector, smog/combustion gas leak finder, wireless portable button, device id and three bit-errors codes are sent to CTI voice server through remote user terminals main frame, provider switch and multimedia switchboard; CTI voice server sends to the essential information of guardianship in all operators' main frame, and on display screen automatic spring; Now the first contact person of operator's active call guardianship or guardianship, and the equipment of notifying them to change.
Described intelligence divides medicine reminiscences to be provided with audible and visible alarm or voice message, and audible and visible alarm or voice message are controlled by clock circuit; Described intelligence divides medicine reminiscences to be provided with reminder time setting program, and it is the time interval that sound and light alarm time point, distance intelligence minute medicine reminiscences send audible and visible alarm or voice message that the medication alert time can be set; The time interval that described distance intelligence minute medicine reminiscences sends audible and visible alarm or voice message is defaulted as 30 minutes; When a described distance intelligence minute medicine reminiscences sends 30 minutes time intervals of audible and visible alarm or voice message, if guardianship is not also taken medicine, an intelligence minute medicine reminiscences is sent to Call Center Platform by device id and four bit-errors codes by remote user terminals main frame;
While receiving for the first time the device id of intelligence minute medicine reminiscences and four bit-errors codes from described CTI voice server, CTI voice server counting module starts counting; The device id and the four bit-errors codes that often receive afterwards intelligence minute medicine reminiscences, counting module is accumulated counts number of times just, when described counting module counts is greater than 4, counting module zero clearing.
What the present invention adopted passes through, in certain hour, certain limit, to survey the guardianship activity time without activity detector, if detected object does not have activity in special time, warning circuit is connected, and detector sends warning message.
Smog/gas detector that the present invention adopts is by detecting the concentration of smog/combustion gas, and with smog/gas concentration value comparison of setting, while exceeding set point, warning circuit is connected, and sends warning message.
When the personal health information card that the present invention adopts is gone out for guardianship, if the burst symptoms such as guardianship occurs falling in a swoon in the process of going out alone, see the people of this state, can be by dialing the customer service phone of personal health information Ka Shang call center, notification call center, call center notifies the first contact person of guardianship etc. in time; At guardianship, buy in medicine, treatment process, if forget medical history in the past, also can dial the customer service telephone counseling of personal health information Ka Shang call center.
The multimedia switchboard 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: computer telephone integration server, has and realize the function of controlling multimedia switchboard and business logic processing.
The short message server that the present invention adopts, is controlled by CTI voice server, sends note to the first contact person of guardianship.
The sip server that the present invention adopts: be responsible for foundation, the maintenance of session in network and remove.
The data storage center that the database server that the present invention adopts is 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 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 supporting information that can Real-time Collection guardianship for the parts of guarding, and information exchange is crossed to provider switch send to Call Center Platform, the CTI voice server of Call Center Platform setting can be processed the real time information of guardianship, and CTI voice server can be controlled short message server and send note to the first contact person of guardianship, make this call center system more intelligent, meet the demand of special population to call center system;
2, select fixation phone line transmission for the device id of the parts of guarding or device id and error code to provider switch, provider switch sends to Call Center Platform again, this transmission means is more stable, reliable;
3, this call center system, on simple passive pickup feature basis in the past, has increased initiatively monitoring function, such as falling and surveying etc. without movable, emergency can be replied in time, can be better comprehensively meets special population and social demand;
4, the original whole intelligence double-reminding management service function of taking medicine that enters of this call center system, can effectively avoid, because of mistake clothes, missing, or repeats to take medicine and the serious consequence that causes.
5, operator attendance is notified the first contact person of guardianship, Property Management of residence person, hospital or the fire brigade at guardianship place in time, can avoid life, property loss because time delays causes.
Accompanying drawing explanation
Fig. 1 is for providing the call center system physical structure of monitoring function.
Fig. 2 is for providing the call center system mode of operation flow chart () of monitoring function.
Fig. 3 is for providing the call center system mode of operation flow chart (two) of monitoring function.
Embodiment
Below in conjunction with embodiment, the present invention will be described in detail, but they are not to further restriction of the present invention.
As shown in Figure 1, provide the call center system of monitoring function, comprise operation platform, Ethernet and the Call Center Platform of user's side, operator; User's side comprises mobile phone, subscriber computer; Mobile phone is used for receiving short message and receives calls; Subscriber computer is for user's registration, Query Information, modification information; The operation platform of operator comprises provider switch and operator SMS gateway; The middle bridge that provider switch is communicated by letter with Call Center Platform for user's side with operator SMS gateway; Call Center Platform comprises multimedia switchboard, operator attendance and server host; Multimedia switchboard by the information conveyance receiving from provider switch to operator attendance and server host; The information that operator attendance and server host receive according to provider switch is made corresponding reply; It is characterized in that: user's side also comprises remote user terminals main frame, the parts for guarding; The parts that are used for guarding are for guardianship; Remote user terminals main frame is used for receiving the information of the parts for guarding, and sends to Call Center Platform; Remote user terminals main frame passes through PSTN access carrier switch after connecting with fixed line phone, and provider switch is connected with multimedia switchboard by physical circuit; Multimedia switchboard is connected with the telephone set that operator attendance arranges; Multimedia switchboard, operator attendance, server host are positioned at the local area network (LAN) of Call Center Platform; Mobile phone is connected with provider switch by PSTN; Mobile phone can also be connected with operator SMS gateway by mobile network.
Above-mentioned user's side also comprises personal health information card; Above-mentioned for the parts of guarding comprise intelligence minute medicine reminiscences, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, voice distance increasing unit, standby key coded lock; Intelligence is divided medicine reminiscences, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, voice distance increasing unit, is connected by wireless telecommunications element with remote user terminals main frame.
Above-mentioned multimedia switchboard 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.When CTI voice server receives the device id of intelligence minute medicine reminiscences and four bit-errors codes for the first time, CTI voice server counting module starts counting; The device id and the four bit-errors codes that often receive afterwards intelligence minute medicine reminiscences, counting module is accumulated counts number of times just, when counting module counts is greater than 4, 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 for mask information, protecting network.
The above-mentioned using method that the call center system of monitoring function is provided: device id or device id and error code are sent to provider switch by remote user terminals main frame through PSTN for the parts of guarding, provider switch sends to multimedia switchboard by device id or device id and error code, multimedia switchboard sends to CTI voice server by device id or device id and error code by local area network (LAN), CTI voice server is transferred the essential information of guardianship and the device id of receiving or device id and error code is judged and processed from database server, multimedia switchboard and operator attendance are waited for fill order, the network user can be by Ethernet and server host the webserver essential information that recalls guardianship from the database server of server host inquire about and revise, and the essential information of amended guardianship is 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 the first name of contact person, phone, guardianship place Property Management of residence person's telephone number.
An intelligence minute medicine reminiscences is provided with audible and visible alarm or voice message, and audible and visible alarm or voice message are controlled by clock circuit; An intelligence minute medicine reminiscences is provided with reminder time setting program, and it is the time interval that sound and light alarm time point, distance intelligence minute medicine reminiscences send audible and visible alarm or voice message that the medication alert time can be set; The time interval that distance intelligence minute medicine reminiscences sends audible and visible alarm or voice message is defaulted as 30 minutes; When a distance intelligence minute medicine reminiscences sends 30 minutes time intervals of audible and visible alarm or voice message, if guardianship is not also taken medicine, an intelligence minute medicine reminiscences is sent to Call Center Platform by device id and four bit-errors codes by remote user terminals main frame; Fall transducer, without activity detector, smog/combustion gas leak finder, when guardianship being detected, fall, there is no for a long time activity, catch fire or gas leakage, remote user terminals main frame transmitting apparatus ID is to Call Center Platform.Fig. 2 and Fig. 3 provide respectively provides the call center system of monitoring function two kinds of different working modes flow charts.
As shown in Figure 2, when a distance intelligence minute medicine reminiscences sends 30 minutes time intervals of audible and visible alarm or voice message, if guardianship is not also taken medicine, intelligence minute medicine reminiscences transmitting apparatus ID and four bit-errors codes are through remote user terminals main frame to Call Center Platform, and the process that Call Center Platform is made response comprises the following steps:
A1, an intelligence minute medicine reminiscences send audible and visible alarm or voice message, remind guardianship to take medicine; When a distance intelligence minute medicine reminiscences sends 30 minutes time intervals of audible and visible alarm or voice message, if guardianship is not also taken medicine, intelligence minute medicine reminiscences transmitting apparatus ID and four bit-errors codes are to 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 by PSTN intelligence, and initiate dialogue;
C1, provider switch send to multimedia switchboard by device id and four bit-errors codes;
D1, multimedia switchboard send to CTI voice server by device id and four bit-errors codes;
E1, CTI voice server are transferred the essential information of guardianship from database server, and judge in conjunction with counting module counts according to the device id receiving and four bit-errors codes; If counting module counts is less than or equal to 4, enter step e 11; If counting module counts is greater than 4, enter step F 1;
E11, CTI voice server control short message server through the network switch, fire compartment wall, Ethernet, operator SMS gateway, mobile network the first contact person to guardianship, and inform that guardianship do not take medicine; Counting module starts counting simultaneously;
F1, sip server assist CTI voice server to set up dialogue, CTI voice server is controlled multimedia switchboard and is started operator attendance operator allocator, multimedia switchboard is connected idle operator, simultaneously CTI voice server sends to the essential information of guardianship in operator's main frame, and on display screen automatic spring; The zero clearing of CTI voice server counting module counts;
The operator of G1, operator attendance receives calls, if there is people to reply, enters step H1; If nobody replys, enter step I1;
If H1 has people to reply, the operator of operator attendance reminds guardianship to take medicine;
If nobody replys I1, the operator of operator attendance notifies the first contact person of guardianship.
As shown in Figure 3, when sending warning message at the transducer of falling, without activity detector, smog/combustion gas leak finder, fall transducer, without activity detector, smog/combustion gas leak finder transmitting apparatus ID through remote user terminals main frame to Call Center Platform, the process that Call Center Platform is made response comprises the following steps:
A2, the transducer of falling, without activity detector, smog/combustion gas leak finder, device id is sent to remote user terminals main frame;
B2, remote user terminals main frame send to provider switch by device id by PSTN, and initiate dialogue;
C2, provider switch send to multimedia switchboard by device id;
D2, multimedia switchboard send to CTI voice server by device id;
E2, sip server assist CTI voice server to set up dialogue, CTI voice server is controlled multimedia switchboard and is started operator attendance operator allocator, multimedia switchboard is connected idle operator, simultaneously CTI voice server sends to the essential information of guardianship in operator's main frame, and on display screen automatic spring;
The operator of G2, operator attendance receives calls, if there is people to reply, enters step H2; If nobody replys, enter step I2;
If H2 has people to reply, the operator of operator attendance inquires actual conditions, if be necessary, the first contact person of guardianship is, Property Management of residence person, hospital or the fire department at guardianship place for notice;
If nobody replys I2, the operator of operator attendance notifies the first contact person of guardianship, Property Management of residence person, hospital or the fire department at guardianship place.
Fall transducer and wireless portable button has water-proof function, waits the district occurred frequently of falling to use for guardianship between sanitation of bath-room.Fall transducer, without activity detector, smog/combustion gas leak finder, wireless portable button, be disposable products, battery operated by interior envelope, when the transducer of falling, when low without activity detector, smog/combustion gas leak finder, the arbitrary electric weight of wireless portable button, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, device id and three bit-errors codes are sent to CTI voice server through remote user terminals main frame, provider switch and multimedia switchboard; CTI voice server sends to the essential information of guardianship in all operators' main frame, and on display screen automatic spring; Now the first contact person of operator's active call guardianship or guardianship, and the equipment of notifying them to change.
An intelligence minute medicine reminiscences is double-reminding.During to medicine time, first send audible and visible alarm or voice message, if apart from audible and visible alarm or voice message, within 30 minutes, (this time interval can be set, be defaulted as 30 minutes), guardianship is not also taken medicine, intelligence minute medicine reminiscences arrives Call Center Platform with regard to automatic transmitting equipment ID and four bit-errors codes through remote user terminals main frame, the CTI voice server of Call Center Platform is according to the device id receiving 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, Call Center Platform sends the first contact person that note is reminded guardianship, guardianship is not taken medicine, in a medicining cycle, an intelligence minute medicine reminiscences is only reminded once.
When guardianship is fallen, the transducer automatic transmitting equipment ID that falls is to remote user terminals main frame, remote user terminals main frame again by the device id of the transducer of falling through provider switch, send to Call Center Platform.
Voice distance increasing unit is placed on the guardianship room of being everlasting, so that guardianship can not heard prompting message or calling remote user terminals main frame is other yet.
Standby key coded lock is generally placed on Property Management of residence person there, and each standby key coded lock has unique sequence number, easy-to-look-up.When accident appears in guardianship, the household of guardianship or rescue personnel can obtain password by call center, to can enter the room of guardianship in the very first time, help in time guardianship, avoid financial losses simultaneously.Each use after standby key coded lock, guardianship resets password, and the notification call center data in new database more, has guaranteed the safety of standby key.
Wireless portable button is contained in it guardianship, while there is accident or having what demand in guardianship, guardianship can be pressed wireless portable button at any time, at this moment, wireless portable button transmitting apparatus ID talks with through remote user terminals main frame to Call Center Platform initiation, sip server assists CTI voice server to set up dialogue, CTI voice server is controlled multimedia switchboard and is started operator attendance operator allocator, multimedia switchboard is connected idle operator, CTI voice server sends to the essential information of guardianship in operator's main frame simultaneously, and on display screen automatic spring, operator attendance operator incoming call answering.
Personal health information card is provided with 24 hours customer service phones of membership number and call center, when guardianship is gone out, if the burst symptoms such as guardianship occurs falling in a swoon in the process of going out alone, see the people of this state, can be by dialing the customer service phone of personal health information Ka Shang call center, notification call center, call center notifies the first contact person of guardianship etc. in time; At guardianship, buy in medicine, treatment process, if forget medical history in the past, also can dial the customer service telephone counseling of personal health information Ka Shang call center.Client can own enter member system by the Internet, revises social resources, domestic resource, personal health essential information, the personal health information card information of oneself.
Provide the call center system of monitoring function can process following emergency and sub-emergency:
1, emergency:
(1) the guardianship burst disease (as angina pectoris, expiratory dyspnea) of staying at home, the life-threatening situation such as meet accident;
(2) gas leakage, the situation such as catch fire;
(3) bad person swarms into the situations such as indoor robbery, theft.
2, sub-emergency:
(1) the guardianship situation of non-life-threatening disease that happens suddenly at home;
(2) there is the falling of life-threatening safety not, injured and other unexpected situation at home in guardianship;
(3) guardianship is felt the situation of the uncomfortable reaction such as dizzy, uncomfortable in chest at home;
(4) guardianship is reminded still doubt situation through intelligent delivery apparatus;
(5) guardianship drug administration has the situation of bad reaction;
(6) the guardianship inconvenient situation of stair activity of staying at home;
(7) guardianship is seen at home has suspicious people outdoors, or hears situations such as there being the suspicious sound;
(8) situation such as in guardianship man, combustion gas is interrupted, cut off the water, lavatory leaks;
(9) in guardianship man, bulb burns out the situations such as people repairs that need;
(10) guardianship medicine, food are eaten up needs people to buy or the situation such as deliver goods to the customers;
(11) guardianship need to back up and extract the situations such as household electrical appliance after-sales service information, important telephone number.
Claims (1)
1. provide a using method for the call center system of monitoring function, operation platform, Ethernet and Call Center Platform that this provides the call center system of monitoring function to comprise user's side, operator; Described user's side comprises mobile phone, subscriber computer, remote user terminals main frame, the parts for guarding, personal health information card; Described for the parts of guarding for guardianship; Described for the parts of guarding comprise intelligence minute medicine reminiscences, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, voice distance increasing unit, standby key coded lock; Described intelligence is divided medicine reminiscences, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, voice distance increasing unit, be connected by wireless telecommunications element with remote user terminals main frame; Described remote user terminals main frame is used for receiving the information of the parts for guarding, and sends to Call Center Platform; Described remote user terminals main frame passes through PSTN access carrier switch after connecting with fixed line phone, and provider switch is connected with multimedia switchboard by physical circuit; Described mobile phone is used for receiving short message and receives calls; Described subscriber computer is for user's registration, Query Information, modification information; The operation platform of described operator comprises provider switch and operator SMS gateway; The middle bridge that described provider switch is communicated by letter with Call Center Platform for user's side with operator SMS gateway; Described Call Center Platform comprises multimedia switchboard, operator attendance and server host; Multimedia switchboard by the information conveyance receiving from provider switch to operator attendance and server host; The information that operator attendance and server host receive according to provider switch is made corresponding reply; Described multimedia switchboard is connected with the telephone set that operator attendance arranges; Described multimedia switchboard, operator attendance, server host are positioned at the local area network (LAN) of Call Center Platform; Described mobile phone is connected with provider switch by PSTN; Described mobile phone can also be connected with operator SMS gateway by mobile network; Described server host is provided with sip server, CTI voice server, database server, short message server, the webserver, application server; Described CTI voice server comprises counting module; Described server host is provided with the network switch and fire compartment wall; The described network switch and fire compartment wall are for mask information, protecting network; It is characterized in that:
This provides the using method of the call center system of monitoring function to be, for the parts of guarding, device id or device id and error code are sent to provider switch by remote user terminals main frame through PSTN, provider switch sends to multimedia switchboard by device id or device id and error code, multimedia switchboard sends to CTI voice server by device id or device id and error code by local area network (LAN), CTI voice server is transferred the essential information of guardianship and the device id of receiving or device id and error code is judged and processed from database server, multimedia switchboard and operator attendance are waited for fill order, the network user can be by Ethernet and server host the webserver essential information that recalls guardianship from the database server of server host inquire about and revise, and the essential information of amended guardianship is returned to server host, database server is preserved information.
2
.the using method that the call center system of monitoring function is provided according to claim 1, is characterized in that: comprise the following steps:
A, intelligence minute medicine reminiscences, the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button, device id or device id and error code are sent to remote user terminals main frame;
B, remote user terminals main frame send to multimedia switchboard by PSTN through provider switch by device id or device id and error code;
C, multimedia switchboard send to CTI voice server by device id or device id and error code;
D, CTI voice server are transferred the essential information of guardianship from database server, and judge and process according to the device id receiving or device id and error code:
If d1 device id divides the ID of medicine reminiscences for intelligence and adds four bit-errors codes, and the counts of CTI voice server counting module is less than or equal to 4, the information exchange that CTI voice server is not taken medicine guardianship is crossed short message server and through the network switch, fire compartment wall, Ethernet, operator SMS gateway, mobile network, is dealt into the first contact person's cell phone, and CTI voice server counting module starts counting simultaneously; If what 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 is controlled multimedia switchboard and is started operator attendance operator allocator, multimedia switchboard is connected idle operator, CTI voice server sends to the essential information of guardianship in operator's main frame simultaneously, and automatic spring, the simultaneously zero clearing of CTI voice server counting module on display screen;
If d2 device id be fall transducer, without the ID of activity detector, smog/combustion gas leak finder, wireless portable button, CTI voice server is controlled multimedia switchboard and is started operator attendance operator allocator, multimedia switchboard is connected idle operator, simultaneously CTI voice server sends to the essential information of guardianship in operator's main frame, and on display screen automatic spring;
E, operator attendance incoming call answering, when operator's incoming call answering, handle it according to the situation of answering, and result comprises result 1, result 2; Described result 1 is closing of the circuit, inquiry guardianship situation; Described result 2 is phone access failure, and now operator calls out the first contact person of guardianship by multimedia switchboard and provider switch, at least one party in the Property Management of residence person at guardianship place, hospital, fire brigade.
3
.the using method that the call center system of monitoring function is provided according to claim 2, it is characterized in that: described in the transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button is disposable products, battery operated by interior envelope, when the described transducer of falling, without activity detector, smog/combustion gas leak finder, when the arbitrary electric weight of wireless portable button is low, the described transducer of falling, without activity detector, smog/combustion gas leak finder, wireless portable button by device id and three bit-errors codes through remote user terminals main frame, provider switch and multimedia switchboard send to CTI voice server, CTI voice server sends to the essential information of guardianship in all operators' main frame, and on display screen automatic spring, now the first contact person of operator's active call guardianship or guardianship, and the equipment of notifying them to change.
4
.the using method that the call center system of monitoring function is provided according to claim 2, is characterized in that: described intelligence divides medicine reminiscences to be provided with audible and visible alarm or voice message, and audible and visible alarm or voice message are controlled by clock circuit; Described intelligence divides medicine reminiscences to be provided with reminder time setting program, and it is the time interval that sound and light alarm time point, distance intelligence minute medicine reminiscences send audible and visible alarm or voice message that the medication alert time can be set; The time interval that described distance intelligence minute medicine reminiscences sends audible and visible alarm or voice message is defaulted as 30 minutes; When a described distance intelligence minute medicine reminiscences sends 30 minutes time intervals of audible and visible alarm or voice message, if guardianship is not also taken medicine, an intelligence minute medicine reminiscences is sent to Call Center Platform by device id and four bit-errors codes by remote user terminals main frame;
While receiving for the first time the device id of intelligence minute medicine reminiscences and four bit-errors codes from described CTI voice server, CTI voice server counting module starts counting; The device id and the four bit-errors codes that often receive afterwards intelligence minute medicine reminiscences, counting module is accumulated counts number of times just, when described counting module counts is greater than 4, counting module zero clearing.
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| US9516166B1 (en) * | 2015-05-28 | 2016-12-06 | Jeffrey J. Clawson | Chemical suicide protocol for emergency response |
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| CN105287229A (en) * | 2015-10-26 | 2016-02-03 | 捷荣科技集团有限公司 | Intelligent feeding bottle sleeve having milk drinking state reminding function and milk drinking state reminding method |
| CN105336144A (en) * | 2015-11-29 | 2016-02-17 | 蔡军杰 | Data transmission system collecting human physiological and calling talkback information |
| CN111740987A (en) * | 2020-06-19 | 2020-10-02 | 方图智能(深圳)科技集团股份有限公司 | Meeting calling set system based on network application |
| US11937160B2 (en) | 2021-04-23 | 2024-03-19 | Priority Dispatch Corporation | System and method for emergency dispatch |
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