CN102546984A - Method, device and system for realizing customer service telephone real names - Google Patents

Abstract

The invention discloses a method, a device and a system for realizing customer service telephone real names. A network side stores real name information of customer service telephone business applicants, customer service telephone information and the corresponding relation between the real name information and the customer service telephone information. The method comprises the following steps: the network side receives a calling request of a user terminal for the customer service telephone business, wherein the calling request carries the customer service telephone information; the network side queries real name information corresponding to the customer service telephone information carried in the calling request according to the corresponding relation between the real name information of the customer service telephone business applicants and the customer service telephone information; and the network side sends the queried real name information to the user terminal. According to the method, the device and the system, the accuracy and the reliability of the information provided for customers can be improved.

Description

A method for realizing real-name customer service calls and its device and system

technical field

The invention relates to the field of communication, in particular to a method for realizing real-name customer service calls, a device and a system thereof.

Background technique

At present, telecom operators provide enterprises with 800 called centralized payment service and 400 calling and called shared payment service, etc., as the number for enterprises to provide customer service to consumers. The 800 number is charged entirely by the called party and is limited to fixed-line calls, so the threshold for enterprises is relatively high, while the 400 number adopts the method of sharing the payment between the calling party and the called party, and can be dialed by both fixed-line or mobile terminal users. Therefore, it is more Welcomed by enterprises, the development of 400 business has been greatly popularized.

At present, the 400 service and 800 service adopt the implementation scheme based on intelligent network technology, and the corresponding 400 service logic and 800 service logic are loaded on the intelligent network service control point (Service Control Point, SCP). When the user dials the 400 service telephone number of the enterprise Or 800 service telephone number, the switch (MSC/SSP, where MSC is the English abbreviation of Mobile Switch Center, that is, mobile switching center, and SSP is the English abbreviation of service switch point, that is, business switching point) triggers the call to SCP Corresponding business logic, which controls the subsequent call connection process. Its network architecture can be shown in Figure 1, and its business process can be shown in Figure 2, including:

Step 201, the calling user initiates a call, and the called number is the service telephone number of 400 or 800 (hereinafter expressed as 400/800 or 800/400) business, and the call request is sent to MSC/SSP;

Step 202, the MSC/SSP triggers the service logic of the corresponding 400/800 service to the SCP according to the service telephone number of the called number 400/800 service;

Steps 203-204, the business logic of the 400/800 service selects the actual destination number according to the called number pre-configured by the enterprise customer and the business information required by the enterprise customer based on the calling user's location, time, priority, etc., and sends the call to the MSC /SSP sends a connection message;

Steps 205-208, MSC/SSP queries the route according to the actual destination number in the connection request issued by the SCP, and selects the corresponding destination switch according to the routing information, calls the called number, and the customer service personnel of the called company picks up the phone , the calling party and the called party communicate.

The existing 400 service has a low threshold for enterprise customers to apply. Under the existing business functions and business technology implementation scheme, when users call 400 customer service, they do not know the actual company name, company qualification and business scope of the other party, and users cannot pass Credible channels can accurately obtain information such as the real qualifications and business scope of these companies, resulting in users who may not be able to obtain corresponding services. Therefore, it will inevitably have an adverse impact on the credibility of the 400 number, thereby affecting the 400 business of telecom operators. development. Likewise, a similar problem exists for businesses that use common landline numbers as their customer service numbers.

It can be seen that there is an urgent need to implement a real-name solution for customer service calls, so as to provide customers with authentic and credible enterprise information or service information.

Contents of the invention

The purpose of the present invention is to provide a method and its device and system for realizing the real name of customer service calls, so as to improve the accuracy and reliability of the information provided to customers. For this reason, the embodiment of the present invention adopts the following technical solutions:

A method for realizing real-name customer service calls, wherein the network side stores the real-name information of customer service call business applicants, customer service call information and their correspondence, the method comprising:

The network side receives a call request from a user terminal for a customer service telephone service, where the call request carries customer service telephone information;

The network side queries the real-name information corresponding to the customer service telephone information carried in the call request according to the corresponding relationship between the real name information of the customer service telephone service applicant and the customer service telephone information;

The network side sends the queried real name information to the user terminal.

A method for realizing real-name customer service calls, wherein the network side stores the real-name information of customer service call business applicants, customer service call information and their correspondence, the method comprising:

The network side receives the request from the user terminal to query the real-name information, and obtains the customer service telephone information requested by the user terminal according to the request;

The network side queries the real name information corresponding to the customer service telephone information requested by the user terminal according to the corresponding relationship between the real name information and the customer service telephone information, and sends the queried real name information to the user terminal.

An intelligent network service control point device, including: a customer service telephone service module and a real-name information module, wherein:

The customer service telephone service module is used to receive a call request from a user terminal to an enterprise customer service telephone service, and send a query request for corresponding real name information to the real name information module according to the customer service telephone information carried in the call request; Describe the real name information returned by the real name information module, and send it to the user terminal;

The real-name information module is used to store the real-name information of the customer service telephone service applicant, the customer service telephone information and its corresponding relationship, and inquires from the corresponding relationship according to the query request of the customer service telephone business module. The real-name information corresponding to the service call information, and return the queried real-name information to the customer service call service module.

A system for realizing real-name customer service calls, including: intelligent network service control point equipment and real-name information module equipment, wherein:

The intelligent network service control point device is configured to send a real-name information query request to the real-name information module device according to the call request of the user terminal forwarded by the switch to the customer service phone service, and the query request carries the customer service phone information; and , receiving the real name information returned by the real name information module device, and sending it to the switch device;

The real-name information module device is located on the network side and is used to store the real-name information of the customer service call service applicant, the customer service call information and their correspondence; and, according to the query request sent by the intelligent network service control point device, from the In the corresponding relationship, the real-name information corresponding to the customer service telephone information is queried, and the queried real-name information is returned.

In the above-mentioned embodiment of the present invention, by storing the real name information of the customer service telephone service applicant and the customer service telephone information and the corresponding relationship on the network side, when the network side receives the call request of the user terminal for the customer service telephone service, it can according to The corresponding relationship between the real name information of the applicant for the customer service telephone service and the customer service telephone information, query the real name information corresponding to the customer service telephone information carried in the call request, and send the queried real name information to the user terminal, so that the user terminal can obtain the corresponding real-name information when requesting the customer service telephone service, thereby improving the accuracy and reliability of the information provided to the customer.

Description of drawings

FIG. 1 is a schematic diagram of a network structure for realizing 400/800 services in the prior art;

Fig. 2 is a schematic diagram of the 400/800 business logic processing flow in the prior art;

Fig. 3 is the schematic diagram of the SCP provided by the embodiment of the present invention;

FIG. 4 is a schematic diagram of a 400/800 customer service call service flow provided by an embodiment of the present invention;

FIG. 5 is a schematic diagram of a logic flow diagram of a customer service telephone service based on a fixed telephone provided by an embodiment of the present invention;

Fig. 6 is a schematic flow diagram of providing a user with a company's real name based on the user's request to inquire about the company's real name by phone according to an embodiment of the present invention;

FIG. 7 is a schematic flow diagram of providing a user with an enterprise real name based on the user's request to inquire about the enterprise's real name through a short message according to an embodiment of the present invention;

8A and 8B are schematic diagrams of the structure of the SCP provided by the embodiment of the present invention.

Detailed ways

In view of the above-mentioned problems existing in the prior art, the embodiment of the present invention establishes the real-name mechanism of 800/400 customer service phone numbers or uses ordinary user phone numbers as customer service phone numbers through the network infrastructure of the telecom operator, and the user dials these customer service phone numbers When you call, you can easily establish the voice broadcast of the previous telecom operator through the call, and obtain the accurate name, qualification and business scope of the company that owns the customer service phone, so that users can understand the actual situation of the company and choose their own according to their needs. required services. In addition, the real-name mechanism proposed by the embodiment of the present invention also allows the user to directly dial a service telephone number provided by the telecom operator, so as to know the real-name situation of the 800/400 customer service telephone number or the enterprise that uses the ordinary user telephone number as the customer service telephone.

Embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

In the embodiment of the present invention, for enterprises applying for 800/400 telephone service business or similar customer service telephone business, store and maintain the real name information of these enterprises and the customer service telephone information (such as customer service telephone number) and Its corresponding relationship, and improve the existing customer service telephone service logic on the operator's intelligent network SCP, so that the SCP can query the pre-stored real name information of the enterprise according to the calling user's call to these customer service telephone services, and call the calling user The real-name information of the relevant enterprise is presented, so that the calling user can understand the real-name information of the enterprise.

Specifically, the embodiment of the present invention defines a "real-name information module" on the telecom operator's network side. When the SCP supports customer service telephone services based on ordinary user telephones and supports users to actively query enterprise real-name information, the "real-name information module" can be further defined. Real-name verification module".

The "real name information module" can be located in the SCP on the operator's side, or it can be located in an independent physical network element located outside the SCP and accessible by the SCP on the side of the telecom operator's network. The main functions of this module may include:

(1) Maintain the real-name information of the enterprise, including information such as the name, qualification or business scope of the enterprise. The real-name information of the enterprise can be maintained by the business management personnel of the telecom operator. When the enterprise applies for this business, it needs to submit its certificate approved by the relevant management department The real-name information of the enterprise is verified by the business management personnel of the telecom operator and maintained in the "real-name information module".

(2) Maintain the customer service telephone information of the enterprise, including the 800 customer service telephone number, 400 customer service telephone number or customer service telephone number based on the ordinary user telephone number applied by the enterprise, which shall be submitted by the enterprise when applying for this service, and shall be provided by the telecom operator Business managers verify and maintain it in this module.

(3) Maintain the corresponding relationship between the real name information of the enterprise and its customer service telephone number.

(4) The interface for querying the correspondence between the real name information of the enterprise and its customer service telephone number is opened to the 400 business logic and the 800 business logic, and the interface can be further opened to the "real name verification module".

The "real name verification module" is located in the SCP, and its main functions may include:

(1) When the user dials the service telephone number corresponding to the business logic of this module, the user is provided with the function of querying the corresponding enterprise real name information according to the customer service telephone number.

(2) Business logic that provides real-name support for customer service phone numbers based on ordinary user phones. When a user dials a customer service phone number based on ordinary user phones, the business logic of this module can provide the user with Enterprise real name information.

The embodiment of the present invention improves the existing 400/800 service logic, so that when the user dials the telephone number of the 400/800 customer service telephone service, the corresponding customer service telephone service logic can query the network side storage of the telecom operator. The corresponding relationship between the real name information of the enterprise and its customer service telephone number is obtained, and the real name information of the enterprise corresponding to the customer service telephone number dialed by the user is obtained and provided to the user.

It should be noted that the embodiments of the present invention are not limited to 400/800 services, and may also include customer service telephone services beginning with "9", all of which are applicable to the technical solutions proposed in the embodiments of the present invention. In addition, applicants for 400/800 services and other similar services are not limited to enterprises, but can also be individuals. Correspondingly, real-name information refers to the real-name information of applicants who apply for customer service telephone services.

It should also be noted that the division of each functional module in the SCP is not limited to the above division manner. For example, for customer service telephone services using specific prefixes such as 400/800 services, or customer service telephone services based on ordinary user phone numbers, the corresponding business modules can implement their respective business logic, including after receiving a call request. After obtaining the real name information from the above corresponding relationship, provide it to the user terminal, and further follow the call request according to the user's confirmation instruction; and the function of querying the real name information according to the request sent by the user terminal for querying the real name information can be realized by the "real name verification module".

Fig. 3 shows a kind of improved SCP provided by the embodiment of the present invention, wherein, the 400 business module used to realize 400 business logic, the 800 business module used to realize 800 business logic, and the real name verification module are all related to the real name information Module connection, you can query the real name information of the enterprise from the real name information module. Among them, the real-name information module can also be located in other storage locations outside the SCP and can be accessed by the SCP; the 400 business module, the 800 business module, and the real-name verification module, depending on the specific circumstances of the services provided by the SCP, only include one of them or several. Among them, the 400 service module and the 800 service module can also be collectively referred to as "service call service modules" because they mainly execute the corresponding customer service call service logic.

The following embodiments only use the SCP shown in FIG. 3 as an example to describe in detail the process of realizing the real name of the customer service call provided by the embodiment of the present invention. For the division of functional modules in other ways, reference can be made.

Referring to Fig. 4, it is a schematic diagram of the business process of the 400/800 customer service call after the embodiment of the present invention is improved, as shown in the figure, the process may include:

Step 401, the calling user initiates a call, the called number is the 400/800 enterprise customer service telephone number, and the call request is sent to the MSC/SSP.

In step 402, the MSC/SSP triggers the corresponding 400/800 service logic (such as triggering the 400 service module or the 800 service module) to the SCP according to the called number being the 400/800 enterprise customer service telephone number.

Step 403, 400/800 business logic sends a request message to the "real name information module", requesting to return the real name information of the enterprise according to the 400/800 enterprise customer service phone number.

In this step, the 400/800 business logic can carry the 400/800 enterprise customer service phone number in the request message and send it to the "real name information module".

Step 404, the "real name information module" queries the corresponding enterprise real name information according to the 400/800 enterprise customer service telephone number, and returns the queried enterprise real name information to the 400/800 business logic.

In this step, the "real name information module" can find the corresponding customer service telephone number by querying the correspondence between the enterprise real name information it maintains and the 400/800 enterprise customer service telephone number according to the 400/800 enterprise customer service telephone number carried in the request message. The real-name information of the enterprise, and returns the queried real-name information of the enterprise to the 400/800 business logic.

In steps 405-406, the business logic of 400/800 broadcasts the real-name information of the enterprise to the user, including enterprise name, enterprise qualification and business scope, etc. Wherein, the playback method includes but is not limited to: voice playback, video playback, text playback, etc.

In steps 407-410, the 400/800 business logic prompts the user to select the corresponding button to choose whether to continue to connect to the customer service phone number of the enterprise through voice prompts or short message prompts. If the user chooses to give up, the process is terminated and the related Call session resources; if the user chooses to continue to connect, the 400/800 business logic selects the caller number according to the called number pre-configured by the enterprise customer, or further according to the business information required by the enterprise customer based on the calling user's location, time, priority, etc. The actual destination number, send a connection message to MSC/SSP;

Steps 411-414, MSC/SSP queries the route according to the actual destination number in the connection request issued by the SCP, and selects the corresponding destination switch according to the routing information, calls the called number, and the customer service personnel of the called company picks up the phone , the calling party and the called party communicate.

It can be seen from the above process that after receiving the call request of the 400/800 enterprise customer service telephone number sent by the user, the SCP can query the pre-saved enterprise real name and 400/800 enterprise customer according to the 400/800 enterprise customer service telephone number. The mapping relationship of the service telephone number, query the corresponding enterprise real name information, and play the queried enterprise real name information to the user. Since the enterprise real name information stored on the telecom operator network side has a certain degree of credibility, the embodiment of the present invention uses the enterprise real name information stored on the telecom operator network side and the improvement to the existing 400/800 business logic, and Compared with the existing technology, it can provide users with relatively credible real-name information of enterprises.

Referring to FIG. 5 , it is a schematic diagram of the business logic flow diagram of the customer service telephone service based on a fixed telephone after the embodiment of the present invention is improved. As shown in the figure, the flow may include:

Step 501, the calling user initiates a call, the called number is the enterprise customer service telephone number based on the ordinary fixed telephone, and the call request is sent to the MSC/SSP.

In steps 502-503, the MSC/SSP triggers the call to the "real name verification module" according to the configured smart service trigger information.

Step 504, the "real name verification module" sends a request message to the "real name information module", requesting to return the real name information of the enterprise according to the enterprise customer service telephone number requested by the calling party.

In this step, the "real name verification module" can send the request message to the "real name information module" by carrying the enterprise customer service phone number requested by the calling party.

Step 505, after the "real name information module" inquires the corresponding enterprise real name information according to the enterprise customer service telephone number, it returns it to the "real name verification module".

In this step, the "real name information module" can find the corresponding enterprise real name information by querying the correspondence between the enterprise real name information maintained by it and the enterprise customer service telephone number according to the enterprise customer service telephone number carried in the request message, and Return the queried real name information of the enterprise to the "real name verification module".

In steps 506-507, the "real-name verification module" broadcasts the real-name information of the enterprise to the user, including the enterprise name, enterprise qualification, and business scope. Wherein, the playback method includes but is not limited to: voice playback, video playback, text playback, etc.

Steps 508-511, the "real name verification module" prompts the user to choose whether to continue to connect to the customer service phone number of the enterprise by selecting the corresponding button. If the user chooses to give up, the process is terminated and the relevant call session resources are released; if the user chooses to continue to connect , then the "real name verification module" sends a connection message to the MSC/SSP according to the actual destination number.

Steps 512-515, MSC/SSP queries the route according to the actual destination number in the connection request sent by the SCP, selects the corresponding destination switch according to the routing information, calls the called number, and the customer service personnel of the called company picks up the phone , the calling party and the called party communicate.

In the above process, there may be two types of smart service trigger information stored by MSC/SSP:

(1) The service phone number prefix of the "real name verification module". At this time, MSC/SSP decides to trigger the business logic of the "real name verification module" according to the number prefix. In this case, when the user dials the customer service number of the enterprise, use the dialing format of "prefix" + "customer service number based on a common landline";

(2) Configure the customer service phone number based on ordinary fixed phones as the service phone number that triggers the "real name verification module". In this case, users can directly dial the customer service phone number based on ordinary fixed phones.

It should be noted that the process shown in FIG. 5 is also applicable to customer service telephone services based on ordinary mobile phones. In the embodiment of the present invention, the customer service telephone service based on ordinary fixed phones and the customer service telephone service based on ordinary mobile phones are collectively referred to as the customer service telephone service based on ordinary user telephone numbers.

It can be seen from the above process that after SCP receives the call request of the enterprise customer service telephone number based on the ordinary landline telephone sent by the user, it can query the mapping between the enterprise real name and enterprise customer service telephone number saved in advance according to the enterprise service telephone number relationship, query the corresponding enterprise real-name information, and play the queried enterprise real-name information to the user. Since the enterprise real-name information stored on the telecom operator network side has a certain degree of credibility, the embodiment of the present invention uses the enterprise real-name information stored on the telecom operator network side and the service logic of enterprise customer service calls based on ordinary fixed telephones. The improvement can provide users with relatively credible corporate real-name information.

The embodiment of the present invention not only provides the real name information of the enterprise for the user when the user dials the customer service telephone number of the enterprise to request the customer service telephone service of the enterprise, but also provides the real name information of the enterprise for the user based on the request of the user to query the real name of the enterprise. The process of providing the real name of the company to the user based on the request of the user to query the real name of the company according to the embodiment of the present invention will be described in detail below with reference to the accompanying drawings.

Referring to Fig. 6, it is a schematic flow diagram of providing a user with a company's real name based on the user's request for a company's real name query by phone in an embodiment of the present invention. The process may include:

Step 601, the calling user initiates a call, the called number is the service telephone number of the real-name verification service, and the call request is sent to the MSC/SSP.

Wherein, the service telephone number of the real-name verification service may be a specific service number, and when the user needs to inquire about the real-name information of a certain enterprise, he may dial this number.

In steps 602-603, the MSC/SSP triggers the call to the "real name verification module" according to the configured smart service trigger information.

In steps 604-605, the "real name verification module" plays service prompt information to the user.

In this step, the "real name verification module" can play the specific service content of this business to the user. This step is optional.

In steps 606-607, the "real name verification module" prompts the user to input the enterprise customer service telephone number, and receives the enterprise customer service telephone number input by the user.

In this step, after receiving the call request whose number is the service phone number of the real-name verification service, the "real-name verification module" plays a service prompt message to the user to prompt the user to enter the customer service phone number of the enterprise to be queried by pressing a button.

Step 608, the "real name verification module" sends a request message to the "real name information module", requesting to return the real name information of the enterprise according to the enterprise customer service telephone number.

In this step, the "real name verification module" can carry the enterprise customer service telephone number requested by the caller in the request message and send it to the "real name information module".

Step 609, after the "real name information module" inquires the corresponding enterprise real name information according to the enterprise customer service phone number, it returns it to the "real name verification module".

In this step, the "real name information module" can find the corresponding enterprise real name information by querying the correspondence between the enterprise real name information maintained by it and the enterprise customer service telephone number according to the enterprise customer service telephone number carried in the request message, and Return the queried real name information of the enterprise to the "real name verification module".

In steps 610-611, the "real-name verification module" broadcasts the real-name information of the enterprise to the user, including the enterprise name, enterprise qualification, and business scope. Wherein, the playback method includes but is not limited to: voice playback, video playback, text playback, etc.

In this step, the "real-name verification module" can further prompt the user whether to continue the query, if the user chooses to give up, the process is terminated, and the relevant call session resources are released; if the user chooses to continue the query, the above process is repeated.

It can be seen from the above process that after receiving the call request sent by the user to query the enterprise customer service telephone number, the SCP can query the enterprise real name and enterprise customer service telephone number saved in advance according to the enterprise service telephone number requested by the user. Mapping relationship, query the corresponding enterprise real name information, and play the queried enterprise real name information to the user. Since the enterprise real-name information stored on the telecom operator's network side has a certain degree of credibility, the embodiment of the present invention can use the enterprise real-name information stored on the telecom operator's network side and query processing logic for corresponding enterprise customer service calls. Provide users with relatively credible corporate real-name information.

Referring to Fig. 7 , it is a schematic flow diagram of providing a user with a company's real name based on the user's request to query the company's real name through a terminal message provided by an embodiment of the present invention. The process may include:

Step 701, the user sends a short message to the specified service code, the content of which is the customer service telephone number of the enterprise that the user needs to inquire about.

Step 702, the SMS center/SMS gateway forwards the short message to the "real name verification module" of the SCP according to the business logic corresponding to the service code.

Step 703, the "real name verification module" sends a request message to the "real name information module", requesting to return the real name information of the enterprise according to the enterprise customer service telephone number.

In this step, the "real name verification module" can extract the enterprise customer service phone number carried in the outgoing message, and send it to the "real name information module" in the request message.

Step 704, after the "real name information module" inquires the corresponding enterprise real name information according to the enterprise customer service phone number, and returns it to the "real name verification module".

In this step, the "real name information module" can find the corresponding enterprise real name information by querying the correspondence between the enterprise real name information maintained by it and the enterprise customer service telephone number according to the enterprise customer service telephone number carried in the request message, and Return the queried real name information of the enterprise to the "real name verification module".

Step 705, the "real name verification module" replies the real name information of the enterprise to the user by means of a short message.

It can be seen from the above process that after receiving the short message sent by the user to query the enterprise customer service telephone number, the SCP can query the enterprise real name and enterprise customer service telephone number stored in advance according to the enterprise service telephone number requested by the user. Mapping relationship, query the corresponding enterprise real name information, and play the queried enterprise real name information to the user. Since the enterprise real-name information stored on the telecom operator's network side has a certain degree of credibility, the embodiment of the present invention can use the enterprise real-name information stored on the telecom operator's network side and query processing logic for corresponding enterprise customer service calls. Provide users with relatively credible corporate real-name information.

Based on the same technical idea, the embodiment of the present invention also provides an intelligent network SCP, which can be applied to the above-mentioned process of the embodiment of the present invention.

Referring to FIG. 8A, it is a schematic structural diagram of the SCP provided by the embodiment of the present invention. As shown in the figure, the SCP may include: a customer service telephone service module 801 and a real-name information module 802, wherein:

The customer service telephone service module 801 is configured to receive a call request from a user terminal to an enterprise customer service telephone service, and send a query request for corresponding real name information to the real name information module 802 according to the customer service telephone information carried in the call request; and, receiving the real name information returned by the real name information module 802, and sending it to the user terminal;

The real-name information module 802 is used to store the real-name information of the applicant for the customer service telephone service, the customer service telephone information and its corresponding relationship, and query the corresponding relationship from the corresponding relationship according to the query request of the customer service telephone business module. The real name information corresponding to the customer service call information, and return the queried real name information to the customer service call service module 801.

In the above-mentioned equipment, the customer service telephone service module 801 can also prompt the user terminal whether to continue the call request after sending the queried enterprise real name information to the user terminal, and when receiving the user answer to continue the call request After confirming the instruction, continue the call request according to the customer service telephone information.

The above-mentioned device may also include: a first real-name verification module 803, configured to receive a request from a user terminal to query the real-name information corresponding to the customer service telephone information, obtain the customer service telephone information requested by the user terminal according to the request, and send the real-name The information module 802 sends a query request for real-name information, and the query request carries customer service telephone information; and receives the real-name information returned by the real-name information module 802 and sends it to the user terminal. Correspondingly, the real-name information module 802 can query the real-name information corresponding to the customer service telephone information requested by the user terminal from the corresponding relationship according to the query request, and send the queried real-name information to the first Real name verification module 803.

In the above-mentioned equipment, the first real-name verification module 803 can receive the call request of the user terminal for querying real-name information forwarded by the switch, prompt the user to input the customer service telephone information to be queried through the switch, and receive the customer service telephone number sent by the user according to the prompt. information; or/and, the first real-name verification module 803 can receive the short message of the user terminal querying the real-name information forwarded by the short message center or the short message gateway, and obtain the customer service phone information that the user terminal requests to inquire about carried in the short message and, sending the inquired real-name information to the user terminal through a short message center or a short message gateway.

In the above-mentioned equipment, the customer service telephone service module 801 may be used as a module for processing enterprise customer service telephone services using a specific service number as a prefix, or/and, as a module for processing enterprise customer service telephone services based on fixed telephones . Among them, according to the number of types of customer service telephone services that the device can support, one or more customer service telephone service modules 801 can be included, and each module is responsible for executing the business logic of a type of service, such as including 400 service modules or/ And 800 business modules.

Referring to FIG. 8B , it is a schematic structural diagram of another SCP device provided by an embodiment of the present invention, which includes a second real-name verification module 804 for receiving a call request from a user terminal to an enterprise customer service telephone service, and according to the call request Carrying the customer service telephone information, sending a query request for corresponding real-name information to the real-name information module; and receiving the real-name information returned by the real-name information module, and sending it to the user terminal; wherein, the enterprise customer service A call request for a telephone service is a call request for an enterprise customer service telephone service based on a fixed telephone. Correspondingly, the real-name information module 802 can query the real-name information corresponding to the requested customer service telephone information from the corresponding relationship according to the query request of the customer service telephone service module, and return the queried real-name information to the first Two real name verification module 804 .

In the above equipment, the customer service telephone service module 801 can be used as a module for processing enterprise customer service telephone service using a specific service number as a prefix.

In another embodiment of the present invention, the functions of the first real-name verification module 803 and the second real-name verification module 804 can be combined into one real-name verification module.

To sum up, compared with the existing solutions, the embodiment of the present invention provides real-name support for the existing enterprise service telephone number, so that when the user dials the enterprise service telephone number, the trusted telecommunications operator will play for the user. The real-name information of the enterprise allows users to keep abreast of the real situation of the enterprise with the service phone number, so as to decide whether to continue to request the service of the enterprise. In this way, the real-name information of the enterprise in the existing scheme is broadcast by the enterprise's call center itself, and the user cannot fully believe it, which may lead to the possibility that the enterprise may deceive the user in the broadcast information.

Through the above description of the embodiments, those skilled in the art can clearly understand that the present invention can be realized by hardware, or by software plus a necessary general hardware platform. Based on this understanding, the technical solution of the present invention can be embodied in the form of software products, which can be stored in a non-volatile storage medium (which can be CD-ROM, U disk, mobile hard disk, etc.), including several The instructions are used to make a computer device (which may be a personal computer, a server, or a network device, etc.) execute the methods described in various embodiments of the present invention.

Those skilled in the art can understand that the drawing is only a schematic diagram of a preferred embodiment, and the modules or processes in the drawing are not necessarily necessary for implementing the present invention.

Those skilled in the art can understand that the modules in the device in the embodiment can be distributed in the device in the embodiment according to the description in the embodiment, or can be located in one or more devices different from the embodiment according to corresponding changes. The modules in the above embodiments can be combined into one module, and can also be further split into multiple sub-modules.

The above serial numbers of the present invention are only for description, and do not represent the advantages and disadvantages of the embodiments.

The above disclosures are only a few specific embodiments of the present invention, however, the present invention is not limited thereto, and any changes conceivable by those skilled in the art shall fall within the protection scope of the present invention.

Claims (22)

1. a method that realizes the customer service call real name is characterized in that, network side storing has the professional applicant's of customer service call real name information and customer service call information and corresponding relation thereof, and this method comprises:

Network side receives user terminal to the professional call request of customer service call, carries customer service call information in the said call request;

Network side is according to the professional applicant's of said customer service call the real name information and the corresponding relation of customer service call information, inquire about with said call request in the corresponding real name information of customer service call information of carrying;

Network side sends to said user terminal with the real name information that inquires.

2. the method for claim 1 is characterized in that, network side is according to the corresponding relation of said real name information and customer service call information, and the corresponding real name information of customer service call information of carrying in inquiry and the said call request is specially:

Switch sends to Service Control Point of intelligent network with said call request to the customer service call business, to trigger the professional service logic of said customer service call;

The service logic that is triggered is according to the corresponding relation of said real name information and customer service call information, the corresponding real name information of customer service call information of carrying in inquiry and the said call request;

Said network side sends to said user terminal with the real name information that inquires, and is specially:

The service logic that is triggered sends to said switch with the real name information that inquires;

Said switch sends to said user terminal with said real name information.

3. the method for claim 1 is characterized in that, network side sends to the real name information that inquires after the said user terminal, also comprises:

Network side is pointed out the said call request that whether continues of said user terminal, and after receiving the affirmation indication of user to the said call request that continues, according to the said call request that continues of said customer service call information.

4. method as claimed in claim 3 is characterized in that, network side is pointed out the said call request that whether continues of said user terminal through voice or short message way.

5. like each described method of claim 1 to 4; It is characterized in that; It is said that professional call request comprises to customer service call: to of the call request of use special services number as the corporate client Service Phone business of prefix, or based on the professional call request of the corporate client Service Phone of domestic consumer's telephone number.

6. a method that realizes the customer service call real name is characterized in that, network side storing has the professional applicant's of customer service call real name information and customer service call information and corresponding relation thereof, and this method comprises:

Network side receives the request of user terminal checking real name information, and according to the customer service call information of the said user terminal of this acquisition request institute requesting query;

Network side is according to the corresponding relation of said real name information and customer service call information, the corresponding real name information of customer service call information of inquiry and said user terminal institute requesting query, and the real name information that inquires sent to said user terminal.

7. method as claimed in claim 6 is characterized in that, said network side receives the request of user terminal checking real name information, and according to the customer service call information of the said user terminal of this acquisition request institute requesting query, is specially:

Switch receives the call request of user terminal checking real name information, and this call request is sent to Service Control Point of intelligent network to trigger the service logic of real name verification;

The service logic of said real name verification through the switch prompt user import the customer service call information that will inquire about, and receive the customer service call information that the user sends according to said prompting;

Said network side is according to the corresponding relation of said real name information and customer service call information; The corresponding real name information of customer service call information of inquiry and said user terminal institute requesting query; And the real name information that inquires sent to said user terminal, be specially:

The service logic of said real name verification is according to the corresponding relation of said real name information and customer service call information; Inquire about the corresponding real name information of customer service call information of sending, and the real name information that inquires is sent to said user terminal through switch with said user terminal.

8. method as claimed in claim 6 is characterized in that, said network side receives the request of user terminal checking real name information, and according to the customer service call information of the said user terminal of this acquisition request institute requesting query, is specially:

Sms center or Short Message Service Gateway receive the short message of user terminal checking real name information, and this short message is sent to Service Control Point of intelligent network to trigger the service logic of real name verification;

The service logic of said real name verification is obtained the customer service call information of the said user terminal requests inquiry of carrying in the said short message;

Said network side is according to the corresponding relation of said real name information and customer service call information; The corresponding real name information of customer service call information of inquiry and said user terminal institute requesting query; And the real name information that inquires sent to said user terminal, be specially:

The service logic of said real name verification is according to the corresponding relation of said real name information and customer service call information; Inquire about the corresponding real name information of customer service call information of carrying in the short message that sends with said user terminal, and the real name information that inquires is sent to said user terminal through sms center or Short Message Service Gateway.

9. an equipment of Service Control Point of intelligent network is characterized in that, comprising: customer service call business module and real name information module, wherein:

The customer service call business module is used to receive user terminal to the professional call request of corporate client Service Phone, according to the customer service call information of carrying in the said call request, sends the query requests of corresponding real name information to the real name information module; And, receive the real name information that said real name information module returns, and send it to said user terminal;

The real name information module; Be used to store the professional applicant's of customer service call real name information and customer service call information and corresponding relation thereof; From said corresponding relation, inquire about the corresponding real name information of customer service call information with institute's requesting query according to the query requests of said customer service call business module, and the real name information that inquires is returned to said customer service call business module.

10. equipment as claimed in claim 9; It is characterized in that; Said customer service call business module also is used for, and the enterprise's real name information that inquires is sent to after the said user terminal, points out the said call request that whether continues of said user terminal; And receive the user to the affirmation of the said call request that continues indication after, according to the said call request that continues of said customer service call information.

11. like claim 9 or 10 described equipment, it is characterized in that, also comprise:

The first real name verification module; Be used to receive the request of the corresponding real name information of user terminal inquiry customer service call information; Customer service call information according to the said user terminal of this acquisition request institute requesting query; And send the query requests of real name information to said real name information module, carry customer service call information in the said query requests; And, receive the real name information that said real name information module returns, and send it to user terminal;

Said real name information module; Also be used for according to said query requests; The corresponding real name information of customer service call information of inquiry and said user terminal institute requesting query from said corresponding relation, and the real name information that inquires sent to the said first real name verification module.

12. equipment as claimed in claim 11; It is characterized in that; The said first real name verification module; Specifically be used for the call request of the user terminal checking real name information that desampler forwards, through the switch prompt user import the customer service call information that will inquire about, and receive the customer service call information that the user sends according to said prompting.

13. equipment as claimed in claim 11; It is characterized in that; The said first real name verification module; Specifically be used to receive the short message of the user terminal checking real name information that sms center or Short Message Service Gateway forward, obtain the customer service call information of the said user terminal requests inquiry of carrying in the said short message; And, the real name information that inquires is sent to said user terminal through sms center or Short Message Service Gateway.

14. like claim 9-10, each described equipment of 12-13; It is characterized in that; Said customer service call business module; Comprise: be used for module to using the special services number to handle as the corporate client Service Phone business of prefix, or/and, be used for the module of handling based on the corporate client Service Phone business of domestic consumer's telephone number.

15. like claim 9 or 10 described equipment, it is characterized in that, also comprise:

The second real name verification module is used to receive user terminal to the professional call request of corporate client Service Phone, according to the customer service call information of carrying in the said call request, sends the query requests of corresponding real name information to the real name information module; And, receive the real name information that said real name information module returns, and send it to said user terminal; It is wherein, said that professional call request be to the call request based on the corporate client Service Phone business of domestic consumer's telephone number to the corporate client Service Phone;

The real name information module; Also be used for according to the query requests of said customer service call business module from the customer service call information corresponding real name information of said corresponding relation inquiry, and the real name information that inquires is returned to the said second real name verification module with institute's requesting query.

16. equipment as claimed in claim 15 is characterized in that, said customer service call business module comprises: be used for the module to using the special services number to handle as the corporate client Service Phone business of prefix.

17. a system that realizes the customer service call real name is characterized in that, comprising: equipment of Service Control Point of intelligent network and real name information module equipment, wherein:

Equipment of Service Control Point of intelligent network; The user terminal that is used for forwarding according to switch is to the professional call request of customer service call; Query requests to real name information module equipment transmission real name information carries customer service call information in the said query requests; And, receive the real name information that said real name information module equipment returns, and send it to said switch device;

Real name information module equipment is positioned at network side, is used to store the professional applicant's of customer service call real name information and customer service call information and corresponding relation thereof; And, according to the said query requests that equipment of Service Control Point of intelligent network sends, the inquiry real name information corresponding from said corresponding relation with said customer service call information, and return the real name information that inquires.

18. system as claimed in claim 17; It is characterized in that; Said equipment of Service Control Point of intelligent network also is used for, and the real name information that inquires is sent to after the said user terminal, points out the said call request that whether continues of said user terminal; And receive the user to the affirmation of the said call request that continues indication after, according to the said call request that continues of said customer service call information.

19. like claim 17 or 18 described systems; It is characterized in that; Said equipment of Service Control Point of intelligent network also is used to receive the request of the corresponding real name information of user terminal inquiry customer service call information, according to the customer service call information of the said user terminal of this acquisition request institute requesting query; And send the query requests of real name information to said real name information module equipment, carry customer service call information in the said query requests; And, receive the real name information that said real name information module equipment sends and return;

Said real name information module equipment; Also be used for according to said query requests; The corresponding real name information of customer service call information of inquiry and said user terminal institute requesting query from said corresponding relation, and the real name information that inquires sent to said equipment of Service Control Point of intelligent network.

20. system as claimed in claim 19; It is characterized in that; Said equipment of Service Control Point of intelligent network; Specifically be used for the call request of the user terminal checking real name information that desampler forwards, through the switch prompt user import the customer service call information that will inquire about, and receive the customer service call information that the user sends according to said prompting.

21. system as claimed in claim 19; It is characterized in that; Said equipment of Service Control Point of intelligent network; Specifically be used to receive the short message of the user terminal checking real name information that sms center or Short Message Service Gateway forward, obtain the customer service call information of the said user terminal requests inquiry of carrying in the said short message; And, the real name information that inquires is sent to sms center or Short Message Service Gateway.

22. like claim 17-18, each described system of 20-21; It is characterized in that; Said equipment of Service Control Point of intelligent network specifically is used for; Use special services number is handled as the corporate client Service Phone business of prefix, or/and, be used for the corporate client Service Phone business based on landline telephone is handled.

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