CN102546984A - Method, device and system for realizing customer service telephone real names - Google Patents
Method, device and system for realizing customer service telephone real names Download PDFInfo
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- CN102546984A CN102546984A CN201010622809XA CN201010622809A CN102546984A CN 102546984 A CN102546984 A CN 102546984A CN 201010622809X A CN201010622809X A CN 201010622809XA CN 201010622809 A CN201010622809 A CN 201010622809A CN 102546984 A CN102546984 A CN 102546984A
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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
Technical field
The present invention relates to the communications field, relate in particular to a kind of method and device and system that realizes the customer service call real name.
Background technology
At present, telecom operators' To enterprises provide 800 800 services, 400 calling and called to share paid service etc., and satisfying the needs of consumers as enterprise provides the number of customer service.800 number is because fully by centralized fee payment by call receiving party and only limit to landline telephone and dial; Threshold for enterprise is higher; And 400 numbers take calling and called to share the mode of paying, and landline telephone or used for mobile terminal can dial per family, therefore; Receive the welcome of enterprise more, 400 professional carrying out have obtained very big popularizing.
Present 400 business and 800 business all adopt the implementation based on intelligent network technology, and (Service Control Point SCP) goes up corresponding 400 service logics of loading and 800 service logics at Service Control Point of intelligent network; When the user dials 400 service phone number or 800 service phone number of enterprise; Switch (MSC/SSP, wherein, MSC is that the English of Mobile Switch Center is write a Chinese character in simplified form; It is mobile switching centre; SSP is that the English of service switch point is write a Chinese character in simplified form, i.e. Service Switching Point) with this call corresponding service logic in the SCP, by the follow-up call proceeding process of this service logic control.Its network architecture can be as shown in Figure 1, and operation flow can be as shown in Figure 2, comprising:
Step 201, the calling subscriber makes a call, (following table be shown 400/800 or be expressed as 800/400) professional service phone number that called number is 400 or 800, MSC/SSP is delivered in call request;
Step 202, MSC/SSP triggers the service logic of corresponding 400/800 business according to the service phone number of called number 400/800 business to SCP;
Step 203～204; The service logic of 400/800 business is according to the pre-configured called number of corporate client; And corporate client is desired according to business information such as calling subscriber position, time, priority, selects the actual purpose number, sends connection message to MSC/SSP;
Step 205～208, the actual purpose ground number in the connection request that MSC/SSP issues according to SCP, inquiry route; And according to routing iinformation selection corresponding target ground switch; Call out called number, behind contact staff's off-hook of called enterprise, calling and called both sides converse.
Existing 400 business are low to the threshold of corporate client application; Under existing business function and service technique implementation; When the user dials 400 customer service phones; And not knowing enterprise name, enterprise qualification and the business scope etc. that the other side is actual, the user can't obtain information such as real qualification of these enterprises and business scope accurately through believable channel, cause the user be able to not be served accordingly; Therefore inevitable public trust to 400 numbers has a negative impact, thereby has influenced telecom operators' 400 professional carrying out.Equally, adopt the situation of common fixed telephone number, also have similar problem as its customer service call number for enterprise.
This shows, need the solution that realizes the customer service call system of real name at present badly, so that information such as genuine and believable company information or information on services are provided for the client.
Summary of the invention
The object of the present invention is to provide a kind of method and device and system that realizes the customer service call real name, offer the accuracy and the reliability of client's information with raising, for this reason, the embodiment of the invention adopts following technical scheme:
A kind of method that realizes the customer service call real name, wherein, 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.
A kind of method that realizes the customer service call real name, wherein, 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.
A kind of equipment of Service Control Point of intelligent network comprises: 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.
A kind of system that realizes the customer service call real name comprises: 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.
The above embodiment of the present invention; Through real name information and customer service call information and corresponding relation thereof the professional applicant of network side storing customer service call; When network side receives user terminal to the professional call request of customer service call; Can be according to the professional applicant's of said customer service call the real name information and the corresponding relation of customer service call information; The corresponding real name information of customer service call information of carrying in inquiry and the said call request, and the real name information that inquires sent to said user terminal, thus make user terminal when asking the customer service call business; Corresponding real name information be can obtain, thereby the accuracy and the reliability of the information that offers the client improved.
Description of drawings
Fig. 1 is the schematic network structure that realizes 400/800 business in the prior art;
Fig. 2 is 400/800 a business logic processing schematic flow sheet in the prior art;
The sketch map of the SCP that Fig. 3 provides for the embodiment of the invention;
The 400/800 customer service call operation flow sketch map that Fig. 4 provides for the embodiment of the invention;
The customer service call service logic schematic flow sheet that Fig. 5 provides for the embodiment of the invention based on landline telephone;
Fig. 6 for the embodiment of the invention provide based on the request of user through liaison mode inquiring enterprise real name, the schematic flow sheet of enterprise's real name is provided for the user;
Fig. 7 for the embodiment of the invention provide based on the request of user through short message way inquiring enterprise real name, the schematic flow sheet of enterprise's real name is provided for the user;
Fig. 8 A and Fig. 8 B are the SCP structural representation that the embodiment of the invention provides.
Embodiment
The problems referred to above to the prior art existence; The embodiment of the invention is through the network infrastructure of telecom operators; Set up 800/400 customer service telephone number or use the real name mechanism of domestic consumer's telephone number as the customer service telephone number; The user can set up the voice broadcast of telecom operators before easily through conversation when dialing these customer service telephone numbers, obtain the contents such as title, qualification and business scope of the enterprise that has this customer service phone accurately; Thereby let the user understand enterprise practical conditions, and select own needed service as required.In addition; The service phone number that the real name mechanism that the embodiment of the invention proposed also allows the user directly to dial telecom operators to be provided is so that understand 800/400 customer service telephone number or use the enterprise real name situation of domestic consumer's telephone number as the customer service phone.
Below in conjunction with accompanying drawing the embodiment of the invention is described in detail.
In the embodiment of the invention; For the professional enterprise of the professional or similar customer service call of application 800/400 telephone service; Telecom operators' network side storing with safeguard the real name information of these enterprises and customer service phone information of enterprise (like the customer service telephone number) and corresponding relation thereof; And on operator's intelligent network SCP, existing customer service telephone service logic is improved, made the SCP can be, through inquiry enterprise's real name information of storage in advance according to the calling of calling subscriber to these customer service telephone services; For the calling subscriber presents the real name information of relevant enterprise, thereby make the calling subscriber can understand the real name information of enterprise.
Concrete; The embodiment of the invention has defined " real name information module " at telecom operators' network side; Support at SCP also can further define " real name verification module " under the situation of and support user active inquiry enterprise real name information professional based on the customer service call of domestic consumer's phone.
" real name information module " can be arranged in carrier side SCP, also can be arranged in outside the SCP, can be by the separate physical network element that is positioned at telecom operators' network side of SCP visit, this module functions can comprise:
(1) safeguards the real name information of enterprise; The information such as title, qualification or business scope that comprise enterprise; Enterprise's real name information can be safeguarded by the service management personnel of telecom operators, when enterprise applies for that this is professional, needs to submit to its enterprise's real name information through the approval of related management department; Service management personnel by telecom operators verify, and are maintained in this " real name information module ".
(2) safeguard the customer service call information of enterprise; Comprise 800 customer service telephone numbers that enterprise applies for using, 400 customer service telephone numbers or based on the customer service telephone number of domestic consumer's phone; Submit to when applying for that by enterprise this is professional; And verify, and be maintained in this module by the service management personnel of telecom operators.
(3) safeguard the real name information of enterprise and the corresponding relation of its customer service call number.
(4) open the interface of inquiring enterprise real name information and its customer service call number corresponding relation to 400 service logics, 800 service logics, also can further open this interface to " real name verification module ".
" real name verification module " is arranged in SCP, and major function can comprise:
When (1) user dials the pairing service phone number of the service logic of this module, for the user provides the function according to the corresponding enterprise's real name information of customer service call number inquiry.
(2) service logic that provides real name to support for customer service telephone number based on common domestic consumer phone; The user is when the customer service call number of dialing based on domestic consumer's phone, and the service logic of this module can provide enterprise's real name information for the user before connecting customer service call.
The embodiment of the invention is improved for existing 400/800 service logic; Make it support the user when dialing the telephone number of 400/800 customer service call business; Corresponding customer service call service logic can be inquired about the enterprise's real name information of telecom operators' network side storing and the corresponding relation of its customer service call number; Obtain the corresponding enterprise's real name information of customer service call number that the user dials, and it is offered the user.
Need to prove that the embodiment of the invention is not limited only to 400/800 business, also can comprise the customer service telephone service of " 9 " beginning, the technical scheme that all applicable embodiment of the invention proposes.In addition, the applicant of similar business such as 400/800 business also is not limited to enterprise, also can be the personal considerations, and is corresponding, and real name information is meant the applicant's of application customer service telephone service real name information.
Also need to prove,, be not limited to above-mentioned dividing mode for the division of each functional module among the SCP.Such as; Customer service call for use particular prefixs such as 400/800 business is professional; Perhaps professional based on the customer service call of domestic consumer's telephone number; Can realize service logic separately by the corresponding business module, comprising after receiving call request, obtaining to offer user terminal after the real name information through inquiring about above-mentioned corresponding relation, and further according to user's affirmation indication this call request that continues; And the function of real-name information inquiry is carried out in the request of the checking real name information of sending according to user terminal, can be realized by " real name verification module ".
Fig. 3 shows the SCP after a kind of improvement that the embodiment of the invention provides; Wherein, Be used to realize 400 service logics 400 business modules, be used to realize 800 business modules of 800 service logics; And the real name verification module all is connected with the real name information module, can be from real name information module inquiring enterprise real name information.Wherein, the real name information module also can be positioned at outside the SCP and can be by other memory location of SCP visit; 400 business modules, 800 business modules, and real name verification module, the concrete condition of the service that visual SCP provided only comprises wherein one or more.Wherein, 400 business modules, 800 business modules are mainly carried out respective client Service Phone service logic because of it, therefore also can be referred to as " Service Phone business module ".
Following examples are example with SCP shown in Figure 3 only, and the flow process of the realization customer service call real name that the embodiment of the invention is provided is described in detail, and for the situation of alternate manner partition functionality module, can consult and carry out.
Referring to Fig. 4, be 400/800 customer service call operation flow sketch map after the embodiment of the invention improvement, as shown in the figure, this flow process can comprise:
Step 401, the calling subscriber makes a call, and called number is 400/800 corporate client service phone number, and MSC/SSP is delivered in call request.
Step 402, MSC/SSP is 400/800 corporate client service phone number according to called number, triggers corresponding 400/800 service logic (as triggering 400 business modules or 800 business modules) to SCP.
Step 403,400/800 service logic sends a request message to " real name information module ", requires to return according to 400/800 corporate client service phone number the real name information of enterprise.
In this step, 400/800 service logic can be carried on request message with 400/800 corporate client service phone number and send to " real name information module ".
Step 404, " real name information module " inquired about corresponding enterprise's real name information according to 400/800 corporate client service phone number, and the enterprise's real name information that inquires is returned to 400/800 service logic.
In this step; " real name information module " can be according to the 400/800 corporate client service phone number of carrying in the request message; Through inquiring about its enterprise's real name information safeguarded and the corresponding relation of 400/800 corporate client service phone number; Find corresponding enterprise real name information, and the enterprise's real name information that inquires is returned to 400/800 service logic.
Step 405～406,400/800 service logics comprise enterprise name, enterprise qualification and business scope etc. to the real name information that the user plays enterprise.Wherein, broadcast mode includes but not limited to: speech play, video playback, literal broadcast etc.
Step 407～410; 400/800 service logic is pointed out the user by selecting respective keys through modes such as voice suggestion or short message prompts, to select whether continue to connect the customer service call number of enterprise, if the user selects to abandon; Then flow process stops, and discharges the associated call Session Resources; If the user selects to continue to connect; Then 400/800 service logic is according to the pre-configured called number of corporate client; Perhaps further desired according to business information such as calling subscriber position, time, priority according to corporate client; Select the actual purpose number, send connection message to MSC/SSP;
Step 411～414, the actual purpose ground number in the connection request that MSC/SSP issues according to SCP, inquiry route; And according to routing iinformation selection corresponding target ground switch; Call out called number, behind contact staff's off-hook of called enterprise, calling and called both sides converse.
Can find out through above flow process; After SCP receives 400/800 corporate client service phone number call request of user's transmission; Can be according to this 400/800 corporate client service phone number; Through the enterprise's real name and the mapping relations of 400/800 corporate client service phone number that inquiry is preserved in advance, enterprise's real name information of inquiry correspondence, and the enterprise's real name information that inquires played to the user.Because enterprise's real name information that telecom operators' network side is preserved has certain confidence level; Therefore; The embodiment of the invention is through enterprise's real name information of being preserved at telecom operators' network side and to the improvement of existing 400/800 service logic; Compared with prior art, can be the user believable relatively enterprise real name information is provided.
Referring to Fig. 5, be the customer service call service logic schematic flow sheet after the embodiment of the invention improvement based on landline telephone, as shown in the figure, this flow process can comprise:
Step 501, the calling subscriber makes a call, and called number is the corporate client service phone number based on normal telephone, and MSC/SSP is delivered in call request.
Step 502～503, MSC/SSP according to the configuration the IN service trigger message, with this call to " real name verification module ".
Step 504, " real name verification module " sends a request message to " real name information module ", requires to return according to the corporate client service phone number of caller request the real name information of enterprise.
In this step, " real name verification module " can be carried on the corporate client service phone number of caller request request message and send to " real name information module ".
Step 505, " real name information module " return to it " real name verification module " after inquiring corresponding enterprise's real name information according to the corporate client service phone number.
In this step; " real name information module " can be according to the corporate client service phone number of carrying in the request message; Through inquiring about its enterprise's real name information safeguarded and the corresponding relation of corporate client service phone number; Find corresponding enterprise real name information, and the enterprise's real name information that inquires is returned to " real name verification module ".
Step 506～507, " real name verification module " comprises enterprise name, enterprise qualification and business scope etc. to the real name information that the user plays enterprise.Wherein, broadcast mode includes but not limited to: speech play, video playback, literal broadcast etc.
Step 508～511, " real name verification module " prompting user by selecting respective keys selects whether continue to connect the customer service call number of enterprise, if the user selects to abandon, then flow process stops, and discharges the associated call Session Resources; If the user selects to continue to connect, then " real name verification module " sent connection message according to the actual purpose number to MSC/SSP.
Step 512～515, the actual purpose ground number in the connection request that MSC/SSP issues according to SCP, inquiry route; And according to routing iinformation selection corresponding target ground switch; Call out called number, behind contact staff's off-hook of called enterprise, calling and called both sides converse.
In above-mentioned flow process, the IN service trigger message that MSC/SSP preserves has two kinds:
(1) the service phone number prefix of " real name verification module ", this moment, MSC/SSP triggered the service logic of " real name verification module " according to this prefix decision.In this case, when the user dials the customer service call of enterprise, use the dialing format of " prefix "+" based on the customer service phone of normal telephone ";
(2) for triggering the service phone number of " real name verification module ", in this case, the user can directly dial the customer service call number based on normal telephone based on the customer service call of normal telephone in configuration.
Need to prove that flow process shown in Figure 5 is equally applicable to based on the customer service call of common mobile phone professional.In the embodiment of the invention, above-mentioned customer service call based on normal telephone is professional and professional based on the customer service call of common mobile phone, be referred to as based on the customer service call of domestic consumer's telephone number professional.
Can find out through above flow process; After SCP receives the corporate client service phone number call request based on normal telephone of user's transmission; Can be according to this enterprises service telephone number; Through the enterprise's real name and the mapping relations of corporate client service phone number that inquiry is preserved in advance, enterprise's real name information of inquiry correspondence, and the enterprise's real name information that inquires played to the user.Because enterprise's real name information that telecom operators' network side is preserved has certain confidence level; Therefore; The embodiment of the invention can be the user believable relatively enterprise real name information is provided through enterprise's real name information of being preserved at telecom operators' network side and to the improvement based on the corporate client Service Phone service logic of normal telephone.
The embodiment of the invention is except dialing the corporate client service phone number the user with in the professional process of request corporate client Service Phone, for the user provides enterprise's real name information, and also can be based on the request of user inquiring enterprise real name, for the user provides enterprise's real name information., be described in detail the request of the embodiment of the invention below in conjunction with accompanying drawing for the user provides the process of enterprise's real name based on user inquiring enterprise real name.
Referring to Fig. 6, for the embodiment of the invention provide based on the request of user through liaison mode inquiring enterprise real name, for the user provides the schematic flow sheet of enterprise's real name, this flow process can comprise:
Step 601, the calling subscriber makes a call, and called number is the professional service phone number of real name verification, and MSC/SSP is delivered in call request.
Wherein, the professional service phone number of real name verification can be the specific transactions number, when the user need inquire about the real name information of certain enterprise, can dial this number.
Step 602～603, MSC/SSP according to the configuration the IN service trigger message, with this call to " real name verification module ".
Step 604～605, " real name verification module " is to user's play service information.
In this step, " real name verification module " can be play the concrete service content of this business to the user.This step is optional.
Step 606～607, " real name verification module " prompting user imports the corporate client service phone number, and receives the corporate client service phone number of user's input.
In this step, after " real name verification module " receives the call request that number is the professional service phone number of real name verification,, need the customer service call number of the enterprise of inquiry through the button input with the prompting user to user's play service information.
Step 608, " real name verification module " sends a request message to " real name information module ", requires to return according to the corporate client service phone number real name information of enterprise.
In this step, " real name verification module " can be carried on the corporate client service phone number of caller requesting query request message and send to " real name information module ".
Step 609, " real name information module " return to it " real name verification module " after inquiring corresponding enterprise's real name information according to the corporate client service phone number.
In this step; " real name information module " can be according to the corporate client service phone number of carrying in the request message; Through inquiring about its enterprise's real name information safeguarded and the corresponding relation of corporate client service phone number; Find corresponding enterprise real name information, and the enterprise's real name information that inquires is returned to " real name verification module ".
Step 610～611, " real name verification module " comprises enterprise name, enterprise qualification and business scope etc. to the real name information that the user plays enterprise.Wherein, broadcast mode includes but not limited to: speech play, video playback, literal broadcast etc.
In this step, " real name verification module " can further point out the user whether to continue inquiry, if the user selects to abandon, then flow process stops, and discharges the associated call Session Resources; If the user selects to continue inquiry, then repeat said process.
Can find out through above flow process; After SCP receives the call request of the inquiring enterprise customer service call number that the user sends; Can be according to the enterprises service telephone number of user institute requesting query; Through the enterprise's real name and the mapping relations of corporate client service phone number that inquiry is preserved in advance, enterprise's real name information of inquiry correspondence, and the enterprise's real name information that inquires played to the user.Because enterprise's real name information that telecom operators' network side is preserved has certain confidence level; Therefore; The embodiment of the invention can be the user believable relatively enterprise real name information is provided through enterprise's real name information of being preserved at telecom operators' network side and to corresponding corporate client Service Phone query processing logic.
Referring to Fig. 7, for the embodiment of the invention provide based on the request of user through end message mode inquiring enterprise real name, for the user provides the schematic flow sheet of enterprise's real name, this flow process can comprise:
Step 701, the user sends short messages to the specified services code, the corporate client service phone number that content need be inquired about for the user.
Step 702, sms center/Short Message Service Gateway are transmitted to this short message " the real name verification module " of SCP according to the pairing service logic of this service code.
Step 703, " real name verification module " sends a request message to " real name information module ", requires to return according to the corporate client service phone number real name information of enterprise.
In this step, " real name verification module " can extract the corporate client service phone number that end carries in the message, and it is carried on request message sends to " real name information module ".
After step 704, " real name information module " inquire corresponding enterprise's real name information according to the corporate client service phone number, and it returns to " real name verification module ".
In this step; " real name information module " can be according to the corporate client service phone number of carrying in the request message; Through inquiring about its enterprise's real name information safeguarded and the corresponding relation of corporate client service phone number; Find corresponding enterprise real name information, and the enterprise's real name information that inquires is returned to " real name verification module ".
Step 705, " real name verification module " replies to the user with the real name information of enterprise through short message way.
Can find out through above flow process; After SCP receives the short message of the inquiring enterprise customer service call number that the user sends; Can be according to the enterprises service telephone number of user institute requesting query; Through the enterprise's real name and the mapping relations of corporate client service phone number that inquiry is preserved in advance, enterprise's real name information of inquiry correspondence, and the enterprise's real name information that inquires played to the user.Because enterprise's real name information that telecom operators' network side is preserved has certain confidence level; Therefore; The embodiment of the invention can be the user believable relatively enterprise real name information is provided through enterprise's real name information of being preserved at telecom operators' network side and to corresponding corporate client Service Phone query processing logic.
Based on identical technical conceive, the embodiment of the invention also provides intelligent network SCP, and this SCP can be applicable to the above-mentioned flow process of the embodiment of the invention.
Referring to Fig. 8 A, the structural representation of the SCP that provides for the embodiment of the invention, as shown in the figure, this SCP can comprise: customer service call business module 801 and real name information module 802, wherein:
Customer service call business module 801 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 real name information module 802; And, receive the real name information that real name information module 802 returns, and send it to said user terminal;
Real name information module 802; 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 customer service call business module 801.
In the said equipment; Customer service call business module 801 also can send to the enterprise's real name information that inquires after the said user terminal; Point 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.
The said equipment also can comprise: the first real name verification module 803; 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 real name information module 802, carry customer service call information in the said query requests; And, receive the real name information that real name information module 802 returns, and send it to user terminal.Accordingly; Real name information module 802 can be 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 first real name verification module 803.
In the said equipment; But the call request of the user terminal checking real name information that the first real name verification module, 803 desamplers forward; 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; Or/and the short message that the first real name verification module 803 can receive the user terminal checking real name information that sms center or Short Message Service Gateway forward obtains 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.
In the said equipment; Customer service call business module 801 can be used for the 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 landline telephone.Wherein, The kind quantity that the customer service call that can support according to this equipment is professional; Can comprise one or more customer service call business modules 801, each module is responsible for carrying out a kind of service logic of type service, as comprises 400 business modules or/and 800 business modules.
Referring to Fig. 8 B; The structural representation of the another kind of SCP equipment that provides for the embodiment of the invention; Comprising the second real name verification module 804; Be used to receive user terminal to the professional call request of corporate client Service Phone,, send the query requests of corresponding real name information to the real name information module according to the customer service call information of carrying in the said call request; 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 landline telephone to the corporate client Service Phone.Accordingly; Real name information module 802 can be inquired 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 from said corresponding relation, and the real name information that inquires is returned to the second real name verification module 804.
In the said equipment, customer service call business module 801 can be used for the module to using the special services number to handle as the corporate client Service Phone business of prefix.
In another embodiment of the present invention, can the function of the first real name verification module 803 and the second real name verification module 804 be merged in the real name verification module.
In sum; Compare with existing scheme; The embodiment of the invention is the support of the real name that provides of existing enterprises service telephone number, when letting the user dial the service phone number of enterprise, is the real name information that the user plays enterprise by believable telecom operators; Let the user can in time understand the truth of the enterprise that has this service phone number, thereby determine whether to continue to require this enterprises service.Thereby the real name information of having abandoned enterprise in the existing scheme by the call center of enterprise play voluntarily, the user can not accept and believe fully, cause enterprise maybe be in the information of playing user cheating maybe.
Through the description of above execution mode, those skilled in the art can be well understood to the present invention and can realize through hardware, also can realize by the mode that software adds necessary general hardware platform.Based on such understanding; Technical scheme of the present invention can be come out with the embodied of software product, this software product can be stored in a non-volatile memory medium (can be CD-ROM, USB flash disk; Portable hard drive etc.) in; Comprise some instructions with so that computer equipment (can be personal computer, server, the perhaps network equipment etc.) carry out the described method of each embodiment of the present invention.
It will be appreciated by those skilled in the art that accompanying drawing is the sketch map of a preferred embodiment, module in the accompanying drawing or flow process might not be that embodiment of the present invention is necessary.
It will be appreciated by those skilled in the art that the module in the device among the embodiment can be distributed in the device of embodiment according to the embodiment description, also can carry out respective change and be arranged in the one or more devices that are different from present embodiment.The module of the foregoing description can be merged into a module, also can further split into a plurality of submodules.
The invention described above sequence number is not represented the quality of embodiment just to description.
More than disclosedly be merely several specific embodiment of the present invention, still, the present invention is not limited thereto, any those skilled in the art can think variation all should fall into protection scope of the present invention.
Claims (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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| Application Number | Priority Date | Filing Date | Title |
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| CN201010622809.XA CN102546984B (en) | 2010-12-29 | 2010-12-29 | Method, device and system for realizing customer service telephone real names |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201010622809.XA CN102546984B (en) | 2010-12-29 | 2010-12-29 | Method, device and system for realizing customer service telephone real names |
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| CN102546984A true CN102546984A (en) | 2012-07-04 |
| CN102546984B CN102546984B (en) | 2015-03-11 |
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| CN201010622809.XA Expired - Fee Related CN102546984B (en) | 2010-12-29 | 2010-12-29 | Method, device and system for realizing customer service telephone real names |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN102916979A (en) * | 2012-11-20 | 2013-02-06 | 苏州联讯达软件有限公司 | Method and system for adding off-net prefixes |
| CN102916980A (en) * | 2012-11-20 | 2013-02-06 | 苏州联讯达软件有限公司 | Method for automatically adding off-net prefixes |
| CN105306611A (en) * | 2014-07-09 | 2016-02-03 | 腾讯科技（深圳）有限公司 | Method and device for identifying attribution of short message port number |
| CN108810229A (en) * | 2018-06-15 | 2018-11-13 | 安徽省信盾科技有限公司 | The method that can learn rear subscriber number information by telecommunication network called subscriber |
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| EP0840489B1 (en) * | 1996-10-30 | 2004-05-19 | France Telecom Sa | Compatibility between a telephone service with server and an ISDN caller identification service |
| CN101635772A (en) * | 2009-06-08 | 2010-01-27 | 孟智平 | Methods and system thereof for managing calling information |
| CN101902698A (en) * | 2009-05-27 | 2010-12-01 | 中国移动通信集团公司 | Method and equipment for outputting real name information, and communication system |
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| EP0840489B1 (en) * | 1996-10-30 | 2004-05-19 | France Telecom Sa | Compatibility between a telephone service with server and an ISDN caller identification service |
| CN101902698A (en) * | 2009-05-27 | 2010-12-01 | 中国移动通信集团公司 | Method and equipment for outputting real name information, and communication system |
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| CN102916979A (en) * | 2012-11-20 | 2013-02-06 | 苏州联讯达软件有限公司 | Method and system for adding off-net prefixes |
| CN102916980A (en) * | 2012-11-20 | 2013-02-06 | 苏州联讯达软件有限公司 | Method for automatically adding off-net prefixes |
| CN105306611A (en) * | 2014-07-09 | 2016-02-03 | 腾讯科技（深圳）有限公司 | Method and device for identifying attribution of short message port number |
| CN108810229A (en) * | 2018-06-15 | 2018-11-13 | 安徽省信盾科技有限公司 | The method that can learn rear subscriber number information by telecommunication network called subscriber |
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| Publication number | Publication date |
|---|---|
| CN102546984B (en) | 2015-03-11 |
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