CN103458134A - Computer assisted telephone interview system and method for operating same - Google Patents
Computer assisted telephone interview system and method for operating same Download PDFInfo
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- CN103458134A CN103458134A CN 201210174762 CN201210174762A CN103458134A CN 103458134 A CN103458134 A CN 103458134A CN 201210174762 CN201210174762 CN 201210174762 CN 201210174762 A CN201210174762 A CN 201210174762A CN 103458134 A CN103458134 A CN 103458134A
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Abstract
The invention discloses a computer assisted telephone interview system and a method for operating the same. The computer assisted telephone interview system comprises a user terminal, the internet, an internet telephone interview platform, a communication switching storage and an interviewee. The internet telephone interview platform is used for providing a telephone interview application program to the user terminal, storing voice records of an interview, storing information data acquired by inquiry and providing a voice communication interface to the user terminal. The method for operating the system includes that the user terminal enters the internet telephone interview platform via the internet to start telephone interview operation; the user terminal becomes a system member via a member registration and login system and logs into the system to become a management terminal or an agent terminal; the agent terminal carries out the interview operation, and the management terminal monitors an integral interview procedure. The computer assisted telephone interview system and the method have the advantages that the remote telephone interview can be implemented, optional computers connected with the internet can be used as the management terminal and the agent terminal, the integral interview procedure can be monitored when the system is operated, and interview information can be timely aggregated.
Description
Technical field
The present invention relates to telephone interview system and method for operation thereof, relate in particular to a kind of remote phone access system and method for operation thereof of using computer to carry out.
Background technology
At present, market survey has become a kind of important means of the marketing, is a kind of main path that market information is collected by company.Traditional market survey mode mainly contains the modes such as Door-to-door Interview, street corner Intercept Interview and telephone interview.Wherein, telephone interview is to be called to the interviewee by the Interviewer, by phone for some investigation contents inquiry interviewee, then by the outcome record of investigation on the papery questionnaire.The questionnaire of this investigation method needs to make, printing; Phone need to dial manually; The investigation the data obtained needs artificial manual typing, and therefore this investigation method efficiency is low, cost is high, and how artificial interference easily causes operate miss.
Along with popularizing of computer, computer-aided telephone access system (Computer Assisted Telephone Interview System), be called for short the CATI system, arises.The CATI system is that mechanics of communication and the Computerized Information Processing Tech of high speed development in recent years is applied to the resulting product of traditional telephone interview, since appearance, has obtained applying more and more widely.Domestic increasing professional business survey mechanism, government organs and universities and colleges are used this technology a large amount of energetically.
The common working forms of CATI system is: before the Interviewer is sitting in computer, in the face of the questionnaire on screen, read problem to the respondent of the conversation other end, and the result that the respondent is answered is recorded in computer and goes by mouse or keyboard; Inspection is carried out on-site supervision by the auxiliary of local area network (LAN) and telephone exchange to whole access work before another computer.
This working forms can improve the efficiency of black phone access effectively, but it also exists following shortcoming:
1) can only in local area network (LAN), move, can't realize telemanagement and running;
2) the necessary set up applications of Interviewer's computer;
3) hardware devices such as seat, wiring, special server and configured voice card must be set, need higher equipment cost.
Summary of the invention
The object of the present invention is to provide a kind of computer-aided telephone access system and method for operation thereof, this system can realize the remote phone access, the computer of any connecting Internet can become the office terminal of this telephone interview system and the terminal of attending a banquet, and can be monitored whole access process when this system of operation, visit information is gathered in time.
The present invention is achieved in that
A kind of computer-aided telephone access system, comprise user terminal, the Internet, Internet Protocol telephone access platform, communication swapping memory and interviewee, described Internet Protocol telephone access platform for voice record that telephone interview application program, storage access are provided to user terminal, store the information data that inquiry agency obtains and provide voice messaging interface to user terminal; Described user terminal is delivered to the Internet Protocol telephone access platform to visit information by the Internet, and the Internet Protocol telephone access platform sends to the interviewee to visit information by the communication swapping memory; Described communication swapping memory is mainly used in providing the server of exchange of speech and voice storage; Described user terminal contains plug-in unit, and plug-in unit, for calling on webpage, provides the interface of voice communication signals; Described Internet Protocol telephone access platform comprises member registration login system, voice plug-in unit, access information management, access executive system, KBS and archive management system; User terminal is reached an agreement and is become the system member by member registration login system and Internet Protocol telephone access platform, and this member logins platform and enters access information management or access executive system; Described access information management passes to the access executive system to access control information by KBS, and access information management can also pass through KBS, voice plug-in unit and the swapping memory of communicating by letter is accessed executive system via the monitoring of voice plug-in unit; Described access executive system sends to the communication swapping memory to investigation and interview information by the voice plug-in unit, by the communication swapping memory, sends visit information to the interviewee; Described archive management system is for preserving managing user terminal and interviewee's information.
Described access information management comprises questionnaire management system, monitoring management system, sample management system and statistical analysis system; Described questionnaire management system, sample management system are transmitted questionnaire and sample execution information to the access executive system by KBS; Described statistical analysis system is extracted the access statistical information by KBS and is examined and statistical analysis; Described monitoring management system is monitored executive system and is monitored by KBS, voice plug-in unit and the swapping memory of communicating by letter.
Described access executive system comprises phone plug into system, investigation and interview system and access statistical system, the phone system of plugging into is that the terminal of attending a banquet connects the system that the interviewee realizes voice call, the terminal of the attending a banquet visit information that access system is fed back the interviewee by inquiry again is stored into KBS, to attend a banquet visit information and the call-information of terminal of access statistical system is kept at KBS, and generating report forms.
Described questionnaire management system comprises that questionnaire design subsystem, logic arrange subsystem and test issue subsystem, the questionnaire management system is delivered to respectively questionnaire design subsystem, logic to information and arranges in subsystem and test issue subsystem, the questionnaire design subsystem arranges subsystem by logic investigation and interview information is sent in test issue subsystem, then is preserved this investigation and interview information by KBS.
Described sample management system comprises sample maintenance system, sample add-on system and sample sampling system, and the sample maintenance system is safeguarded sample classification and sample; The sample management support manually adds, imports in batches and automatically by rule, carry out Mass production; The automatic batch examination is dialled, and rejects invalid number and generates blacklist; Diversified sample mode is as sampling immediately, stratified sampling, equidistant sampling, group sampling, synthetic sampling etc.
Described statistical analysis system comprises test paper auditing system, data analysis management system, statistical graph management system, statistics display management system and generates chart system, statistical analysis system is delivered to the test paper auditing system to visit information by KBS, and the test paper auditing system is sent to the generation chart system by data analysis management system, statistical graph management system, statistics display management system.
Described monitoring management system comprises monitored object management system, monitoring content management system, audio monitoring system and voice, word reponse system, monitor message is after selecting monitored object and monitoring content, be delivered to again the audio monitoring system, utilize the voice plug-in unit to send to the access executive system, the access implementation is monitored, and voice, word reponse system directly will be monitored feedback information and be sent to the access executive system.
A kind of method of operation of computer-aided telephone access system, described method of operation is based on above-mentioned computer-aided telephone access system and realizes, and described method of operation comprises the following steps:
1) user terminal enters the Internet Protocol telephone access platform by the Internet and starts telephone interview work;
2) at first user terminal is set up protocol registration by the member registration login system and is become the system member, is verified after login system to enter the platform access management system or the access executive system becomes office terminal or the terminal of attending a banquet;
3) every management work that login system website in office terminal can utilize access information management to conduct interviews, distribute attend a banquet terminal, questionnaire design, management sample, statistical analysis, execution monitoring etc.;
4) account, the password login system that terminal utilizes office terminal to distribute of attending a banquet, the identity information that first will be seated at the Interviewer of the terminal of attending a banquet carries out typing and is kept in archive management system, the execution work that conducts interviews of recycling access executive system;
5) the terminal landing system of attending a banquet, system is installed the voice plug-in unit automatically on the computer of terminal of attending a banquet, and the terminal of attending a banquet can be by voice plug-in unit transmission of speech signals to the communication swapping memory;
6) by transmitting voice signal, to interviewee's voice terminal, the terminal of attending a banquet can start the interviewee is conducted interviews the communication swapping memory;
7) attend a banquet before terminal carries out access, first typing is carried out in interviewee's identity information, and interviewee's identity information is kept in archive management system;
When 8) attending a banquet terminal execution access, message registration, Visitor Logs, access result etc. will be recorded in KBS and archive management system simultaneously, and in KBS generating report forms, together preserve management with corresponding interviewee's identity information in archive management system;
9) related data is read by the access KBS in office terminal, understands the various situations that the terminal of attending a banquet is carried out access, and to attending a banquet, terminal is monitored;
10) Voice Surveillance can also be carried out to the terminal of attending a banquet by the voice plug-in unit in office terminal;
11) office terminal can also, by voice plug-in unit transmission of speech signals to the communication swapping memory, be connected by the communication swapping memory communication line of terminal of attending a banquet, thereby the terminal of attending a banquet is carried out to voice monitoring;
12) office terminal finds that at monitor procedure any problem can send to the terminal of attending a banquet by voice and Word message;
13) whole browsing process finishes.
The operating procedure of described access information management comprises:
1) user terminal enters access information management by the registration login system becomes office terminal, starts Access Management Access work;
2), after entering access information management, the management roles such as questionnaire management, sample management, statistical analysis, execution monitoring management can be carried out in office terminal;
When 3) project will be interviewed by phone in office terminal, at first need to activate the questionnaire management system, carry out questionnaire design work;
4) at first office terminal utilizes questionnaire design subsystem design questionnaire, the title of interpolation questionnaire, explanation, exercise question, option etc., and carry out the setting of association attributes by demand;
5) as need, logic is set, office terminal enters logic the setting that subsystem carries out each logic of class is set;
6) questionnaire design, arranged after, can carry out test modifications to the questionnaire designed, test errorless rear importing KBS and enter stand-by state;
7) questionnaire design good after, activate the sample management system for the phone sample of access generated, sampled, the work such as maintenance; As need arrange quota, the sample of access carried out to the quota setting; It is standby that the pre-access-sample that will generate afterwards imports KBS;
8) questionnaire, sample ready after, password, account that the terminal of attending a banquet utilizes office terminal to distribute by terminal log in and enter the access executive system, the questionnaire, the sample that call in KBS start to carry out telephone interview;
9) office terminal utilizes the voice plug-in unit can on network, realize the remote speech monitoring to the terminal of attending a banquet by the activation monitor management system, and notifies the Interviewer by voice and Word message;
10) attend a banquet after terminal carries out access, the survey data transmission of the terminal of attending a banquet record is saved in KBS and archive management system, the investigation and interview data contrast access recording that call in KBS office terminal is examined the access result, examine errorless after, system automatic statistical analysis after relative set is carried out to the access result in office terminal, after statistical analysis is complete to processing such as data derive;
11) the telephone interview management process finishes.
The operating procedure of described access executive system comprises:
1) the user terminal login system enters the access executive system becomes the terminal of attending a banquet, and starts to access execution work;
2) the clearing access executive system after terminal login system of attending a banquet, and the Interviewer's of the terminal of attending a banquet identity information carries out typing and is kept in archive management system;
3) system is installed the voice plug-in unit in the terminal of attending a banquet automatically;
4) terminal of attending a banquet is selected speech communication port, the communication modes such as system network enabled phone, black phone and instant message software;
5) terminal of attending a banquet is extracted the sample that will access from KBS;
Whether 6) terminal of attending a banquet is clicked dialing button, and system is automatically according to the sample dialing, and listen to look into and put through;
Whether 7), if illogical, system prompt is not put through reason, and the Interviewer selects to record, and select to redial, or system redialed automatically according to the time set in advance;
8) if get through, the terminal of attending a banquet is first carried out typing to interviewee's identity information, and interviewee's identity information is kept in archive management system, and the terminal of attending a banquet subsequently reads questionnaire again allows the interviewee answer, and system starts automatic recording;
9) attend a banquet terminal by the information of interviewee's answer, be input in computer by mouse, keyboard, and be sent in KBS and archive management system by network, realize immediately gathering of data;
10) along with the carrying out of access, system is automatically added up identification and whether is reached quota;
11) if do not reach quota continue answer;
12) if reach quota, system automatic-prompting attend a banquet terminal to other samples proceed the access;
13) have to stop access midway if run into access, the terminal of attending a banquet and interviewee arrange the continuous visit time, and the terminal of attending a banquet is also placed on record, arrive the designated time, and system is understood the automatic-prompting Interviewer, and call and continue visit;
14) all terminal access processes of attending a banquet are all monitored by monitoring management system by office terminal;
15) the various situations of the traffic of all access, access all can be recorded in KBS;
16) all access questionnaires complete and finish access work.
The present invention is the improvement to existing, as to be only applicable to local area network (LAN) computer-aided telephone access system (CATI system), and the present invention makes whole CATI system can be applied to the remote phone access by the Internet, Internet Protocol telephone access platform.At first, the present invention can conduct interviews to the interviewee by landline telephone, mobile phone, Personal Handyphone System, the networking telephone and MSN.Secondly, the questionnaire used in whole access process is directly design in computer, debugging, sampling, its process is simplified widely, quota is also fully by computer controlled automatic, when questionnaire is carried out, the flow process of all questionnaire inside and logic be all by computer control, and computer can check appropriateness and the consistency of answer.And the data message that the interviewee feeds back directly is logged in computer, has accelerated the gathering speed of data, the data summarized results can be fed back in time.In addition, the present invention also has supervisory control system, and supervisory control system can be carried out audio monitoring, monitoring to whole CATI system, has further ensured the reliability of CATI system when conducting interviews.Finally, the present invention has archive management system, and archive management system can be preserved management system member and interviewee's information, is conveniently had access at any time.The present invention can realize the remote phone access, and the computer of any connecting Internet can become the office terminal of this telephone interview system and the terminal of attending a banquet, and can be monitored whole access process when this system of operation, and visit information is gathered in time.
The accompanying drawing explanation
The structural representation that Fig. 1 is computer-aided telephone access system of the present invention;
The structural representation that Fig. 2 is Internet Protocol telephone access platform in the present invention;
The structural representation that Fig. 3 is access information management in the present invention;
The structural representation that Fig. 4 is access executive system in the present invention;
The structural representation that Fig. 5 is questionnaire management system in the present invention;
The structural representation that Fig. 6 is sample management system in the present invention;
The structural representation that Fig. 7 is statistical analysis system in the present invention;
The structural representation that Fig. 8 is monitoring management system in the present invention;
The flow chart of the method for operation that Fig. 9 is computer-aided telephone access system of the present invention;
The flow chart that Figure 10 is access information management in the present invention;
The flow chart that Figure 11 is access executive system in the present invention.
In figure: 1 user terminal, 2 the Internets, 3 Internet Protocol telephone access platform, 4 communication swapping memories, 5 interviewees, 6 member registration login systems, 7 voice plug-in units, 8 access information managements, 9 access executive systems, 10 KBSs, 11 archive management systems, 12 questionnaire management systems, 13 monitoring management systems, 14 sample management systems, 15 statistical analysis systems, the 16 phones system of plugging into, 17 investigation and interview systems, 18 access statistical systems, 19 questionnaire design subsystems, 20 logics arrange subsystem, 21 test issue subsystems, 22 sample maintenance systems, 23 sample add-on systems, 24 sample sampling systems, 25 test paper auditing systems, 26 data analysis management systems, 27 statistical graph management systems, 28 statistics display management systems, 29 generate chart system, 30 monitored object management systems, 31 monitoring content management systems, 32 audio monitoring systems, 33 voice, the word reponse system, 34 office terminals, 35 terminals of attending a banquet.
Embodiment
Below in conjunction with the drawings and specific embodiments, the invention will be further described.
Referring to Fig. 1, a kind of computer-aided telephone access system, comprise user terminal 1, the Internet 2, Internet Protocol telephone access platform 3, communication swapping memory 4 and interviewee 5.This Internet Protocol telephone access platform 3 for voice record that telephone interview application program, storage access is provided to user terminal 1, store the information data that inquiry agency obtains and provide voice messaging interface to user terminal 1.User terminal 1 is delivered to Internet Protocol telephone access platform 3 to visit information by the Internet 2, and Internet Protocol telephone access platform 3 sends to interviewee 5 to visit information by communication swapping memory 4.Communication swapping memory 4 is the servers that are mainly used in providing exchange of speech and voice storage.User terminal 1 contains plug-in unit, and plug-in unit, for calling on webpage, provides the interface of voice communication signals.
Referring to Fig. 2, Internet Protocol telephone access platform 3 comprises member registration login system 6, voice plug-in unit 7, access information management 8, access executive system 9, KBS 10 and archive management system 11.User terminal 1 is by being used Internet Protocol telephone access platform 3 to carry out investigation and interview, at first user terminal 1 must be reached an agreement with Internet Protocol telephone access platform 3, fill in detailed log-on message and be recorded in archive management system 11, become the system member after succeeding in registration and accept system control.System member logins Internet Protocol telephone access platform 3 and interviews management, the necessary login system of execution work by phone, and all the time in logging status.
This member logins Internet Protocol telephone access platform 3 and enters access information management 8 or access executive system 9, access information management 8 passes to access executive system 9 to access control information by KBS 10, and access information management 8 can also pass through KBS 10, voice plug-in unit 7 and the swapping memory 4 of communicating by letter is accessed executive systems 9 via 7 monitoring of voice plug-in unit.Access executive system 9 sends to communication swapping memory 4 to investigation and interview information by voice plug-in unit 7, by communication swapping memory 4, sends visit information to interviewee 5.
Interviewee 5, in the process of being interviewed, can be asked about some essential informations, and the mentioned essential information of interviewee 5 will be stored in archive management system 11, together with user terminal 1 information, by archive management system 11, is concentrated and preserves management.
Referring to Fig. 3, access information management 8 comprises questionnaire management system 12, monitoring management system 13, sample management system 14 and statistical analysis system 15.Questionnaire management system 12, sample management system 14 arrive access executive system 9 by KBS 10 transmission questionnaires and sample execution information.Statistical analysis system 15 is extracted the access statistical information by KBS 10 and is examined and statistical analysis.Monitoring management system 13 is monitored and is monitored by KBS 10, voice plug-in unit 7 and the 4 pairs of access executive systems 9 of swapping memory of communicating by letter.
Referring to Fig. 4, access executive system 9 comprises phone plug into system 16, investigation and interview system 17 and access statistical system 18.The phone system 16 of plugging into is that the terminal of attending a banquet connects the system that interviewee 5 realizes voice call, the terminal of attending a banquet again by inquiry access system 17 visit information of interviewee's 5 feedbacks is stored into to KBS 10.To attend a banquet visit information and the call-information of terminal of access statistical system 18 is kept at KBS 10, and generating report forms.In the present invention, plug into system 16 can plug into landline telephone, mobile phone, Personal Handyphone System, the networking telephone and MSN of phone.
Referring to Fig. 5, questionnaire management system 12 comprises that questionnaire design subsystem 19, logic arrange subsystem 20 and test issue subsystem 21.Questionnaire management system 12 is delivered to respectively questionnaire design subsystem 19, logic to information and arranges in subsystem 20 and test issue subsystem 21, questionnaire design subsystem 19 arranges subsystem 20 by logic investigation and interview information is sent in test issue subsystem 21, then is preserved this investigation and interview information by KBS 10.
Referring to Fig. 6, sample management system 14 comprises sample maintenance system 22, sample add-on system 23 and sample sampling system 24.Sample maintenance system 22 is classified and the sample maintenance to sample.The main support of sample add-on system 23 manually adds, imports in batches and automatically by rule, carry out Mass production; The automatic batch examination is dialled, and rejects invalid number and generates blacklist.Sample sampling system 24 comprises diversified sample mode, such as: sampling immediately, stratified sampling, equidistant sampling, group sampling, synthetic sampling etc.
Referring to Fig. 7, statistical analysis system 15 comprises test paper auditing system 25, data analysis management system 26, statistical graph management system 27, statistics display management system 28 and generates chart system 29.Statistical analysis system 15 is delivered to test paper auditing system 25 to visit information by KBS 10, and test paper auditing system 25 is sent to and generates chart system 29 by data analysis management system 26, statistical graph management system 27, statistics display management system 28.
Referring to Fig. 8, monitoring management system 13 comprises monitored object management system 30, monitoring content management system 31, audio monitoring system 32 and voice, word reponse system 33.After monitor message was advanced the selection of monitored object management system 30 and monitoring content management system 31, be delivered to again audio monitoring system 32, utilize voice plug-in unit 7 to send to access executive system 9, the access implementation is monitored, and voice, word reponse system 33 directly will be monitored feedback information and be sent to access executive system 9.
A kind of method of operation of computer-aided telephone access system, this method of operation is based on above-mentioned computer-aided telephone access system and realizes.This method of operation comprises the following steps, referring to Fig. 2, Fig. 9:
1) user terminal 1 enters Internet Protocol telephone access platform 3 by the Internet 2 and starts telephone interview work;
2) at first, user terminal 1 is set up protocol registration by member registration login system 6 becomes the system member, and user terminal 1 must be filled in detailed log-on message and is recorded in archive management system 11, becomes the system member after succeeding in registration and the system of accepting is controlled; User terminal 1 is by checking, and entering platform access management system 8 after login system or accessing executive system 9 becomes office terminal 34 or the terminal 35 of attending a banquet;
3) every management work that 34 login system websites, office terminal can utilize access information management 8 to conduct interviews, such as: attend a banquet terminal 35, questionnaire design, management sample, statistical analysis, execution monitoring etc. distributed;
4) account, the password login system that terminal 35 utilizes office terminal 34 to distribute of attending a banquet, the identity information that first will be seated at the Interviewer of the terminal 35 of attending a banquet carries out typing and is kept in archive management system 11, the execution work that conducts interviews of recycling access executive system 9;
5) terminal 35 login systems of attending a banquet, system is installed voice plug-in unit 7 automatically on the computer of terminal 35 of attending a banquet, and the terminal of attending a banquet 35 can be by voice plug-in unit 7 transmission of speech signals to communication swapping memory 4;
6) by transmitting voice signal, to interviewee 5 voice terminal, the terminal of attending a banquet 35 can start interviewee 5 is conducted interviews communication swapping memory 4;
7) attend a banquet before terminal 35 carries out access, first typing is carried out in interviewee 5 identity information, and interviewee 5 identity information is kept in archive management system 11;
When 8) attending a banquet terminal 35 execution access, message registration, Visitor Logs, access result etc. will be recorded in KBS 10 and archive management system 11 simultaneously, and in KBS 10 generating report forms, together preserve management with corresponding interviewee's 5 identity informations in archive management system 11;
9) related data is read by access KBS 10 in office terminal 34, understands the various situations that the terminal 35 of attending a banquet is carried out access, and to attending a banquet, terminal 35 is monitored;
10) Voice Surveillance can also be carried out by 7 pairs of the voice plug-in units terminal 35 of attending a banquet in office terminal 34;
11) office terminal 34 can also, by voice plug-in unit 7 transmission of speech signals to communication swapping memory 4, be connected by communication swapping memory 4 communication line of terminal 35 of attending a banquet, thereby the terminal 35 of attending a banquet is carried out to voice monitoring;
12) office terminal 34 finds that at monitor procedure any problem can send to the terminal 35 of attending a banquet by voice and Word message;
13) whole browsing process finishes.
Referring to Figure 10, the operating procedure of described access information management 8 comprises:
1) user terminal 1 enters access information management 8 by member registration login system 6 becomes office terminal 34, starts Access Management Access work;
2), after entering access information management 8, the management roles such as questionnaire management, sample management, statistical analysis, execution monitoring management can be carried out in office terminal 34;
When 3) project will be interviewed by phone in office terminal 34, at first need to activate questionnaire management system 12, carry out questionnaire design work;
4) at first office terminal 34 utilizes questionnaire design subsystem 19 design questionnaires, the title of interpolation questionnaire, explanation, exercise question, option etc., and carry out the setting of association attributes by demand;
5) as need, logic is set, 34 of office terminals enter logic and subsystem 20 is set carries out the setting of each logic of class;
6) questionnaire design, arranged after, can carry out test modifications to the questionnaire designed, enter test issue subsystem 21, test errorless rear importing KBS 10 and enter stand-by state;
7) questionnaire design good after, activate sample management system 14 for the phone samples of access generated, sampled, the work such as maintenance; As need arrange quota, the sample of access carried out to the quota setting; It is standby that the pre-access-sample that will generate afterwards imports KBS 10;
8) questionnaire, sample ready after, password, the account that the terminal of attending a banquet 35 utilizes office terminal 34 to distribute by terminal logs in and enters access executive system 9, the questionnaire, the sample that call in KBS 10 start to carry out telephone interview;
9) office terminal 34 utilizes voice plug-in unit 7 can on network, realize the remote speech monitoring to the terminal 35 of attending a banquet by activation monitor management system 13, and notifies the Interviewer by voice and Word message;
10) attend a banquet after terminal 35 carries out access, the survey data transmission of the terminal of attending a banquet 35 records is saved in KBS 10 and archive management system 11, the investigation and interview data contrast access recording that call in KBS 10 office terminal 34 is examined the access result, examine errorless after, 34 pairs of office terminals access result is carried out system automatic statistical analysis after relative set, to processing such as data derive, be about to access result and import data analysis management system 26 after statistical analysis is complete;
11) the telephone interview management process finishes.
Referring to Figure 11, the operating procedure of described access executive system 9 comprises:
1) user terminal 1 login system enters access executive system 9 becomes the terminal 35 of attending a banquet, and starts to access execution work;
2) the clearing access executive system 9 after terminal 35 login systems of attending a banquet, and the Interviewer's of the terminal 35 of attending a banquet identity information carries out typing and is kept in archive management system 11;
3) system is installed voice plug-in unit 7 in the terminal 35 of attending a banquet automatically;
4) attend a banquet terminal 35 is selected speech communication ports, the communication modes such as system network enabled phone, black phone and instant message software;
5) terminal 35 of attending a banquet is extracted the sample that will access from KBS 10;
6) the terminal 35 click to dial buttons of attending a banquet, whether system is automatically according to the sample dialing, and listen to look into and put through;
Whether 7), if illogical, system prompt is not put through reason, and the Interviewer selects to record, and select to redial, or system redialed automatically according to the time set in advance;
8) if get through, the terminal of attending a banquet 35 is first carried out typing to interviewee 5 identity information, and interviewee 5 identity information is kept in archive management system 11, and the terminal of attending a banquet subsequently 35 reads questionnaire again allows interviewee 5 answer, and system starts automatic recording;
9) attend a banquet terminal 35 by the information of interviewee's 5 answers, be input in computer by mouse, keyboard, and be sent in KBS 10 and archive management system 11 by network, realize immediately gathering of data;
10) along with the carrying out of access, system is automatically added up identification and whether is reached quota;
11) if do not reach quota continue answer;
12) if reach quota, system automatic-prompting attend a banquet terminal 35 to other samples proceed the access;
13) have to stop access midway if run into access, the terminal of attending a banquet 35 and 5 continuous visit times of agreement of interviewee, the terminal of attending a banquet 35 is also placed on record, arrives the designated time, and system can the automatic-prompting Interviewer, and calls and continue visit;
14) all terminal 35 access process of attending a banquet are all monitored by monitoring management system 13 by office terminal 34;
15) the various situations of the traffic of all access, access all can be recorded in KBS 10;
16) all access questionnaires complete and finish access work.
The present invention can realize the remote phone access, and the computer of any connecting Internet can become the office terminal of this telephone interview system and the terminal of attending a banquet, and can be monitored whole access process when this system of operation, and visit information is gathered in time.
Claims (10)
1. a computer-aided telephone access system, it is characterized in that: comprise user terminal, the Internet, Internet Protocol telephone access platform, communication swapping memory and interviewee, described Internet Protocol telephone access platform for voice record that telephone interview application program, storage access are provided to user terminal, store the information data that inquiry agency obtains and provide voice messaging interface to user terminal; Described user terminal is delivered to the Internet Protocol telephone access platform to visit information by the Internet, and the Internet Protocol telephone access platform sends to the interviewee to visit information by the communication swapping memory; Described communication swapping memory is mainly used in providing the server of exchange of speech and voice storage; Described user terminal contains plug-in unit, and plug-in unit, for calling on webpage, provides the interface of voice communication signals;
Described Internet Protocol telephone access platform comprises member registration login system, voice plug-in unit, access information management, access executive system, KBS and archive management system; User terminal is reached an agreement and is become the system member by member registration login system and Internet Protocol telephone access platform, and this member logins platform and enters access information management or access executive system; Described access information management passes to the access executive system to access control information by KBS, and access information management can also pass through KBS, voice plug-in unit and the swapping memory of communicating by letter is accessed executive system via the monitoring of voice plug-in unit; Described access executive system sends to the communication swapping memory to investigation and interview information by the voice plug-in unit, by the communication swapping memory, sends visit information to the interviewee; Described archive management system is for preserving managing user terminal and interviewee's information.
2. computer-aided telephone access system according to claim 1, it is characterized in that: described access information management comprises questionnaire management system, monitoring management system, sample management system and statistical analysis system; Described questionnaire management system, sample management system are transmitted questionnaire and sample execution information to the access executive system by KBS; Described statistical analysis system is extracted the access statistical information by KBS and is examined and statistical analysis; Described monitoring management system is monitored executive system and is monitored by KBS, voice plug-in unit and the swapping memory of communicating by letter.
3. computer-aided telephone access system according to claim 1, it is characterized in that: described access executive system comprises phone plug into system, investigation and interview system and access statistical system, the phone system of plugging into is that the terminal of attending a banquet connects the system that the interviewee realizes voice call, the terminal of the attending a banquet visit information that access system is fed back the interviewee by inquiry again is stored into KBS, to attend a banquet visit information and the call-information of terminal of access statistical system is kept at KBS, and generating report forms.
4. computer-aided telephone access system according to claim 2, it is characterized in that: described questionnaire management system comprises that questionnaire design subsystem, logic arrange subsystem and test issue subsystem, the questionnaire management system is delivered to respectively questionnaire design subsystem, logic to information and arranges in subsystem and test issue subsystem, the questionnaire design subsystem arranges subsystem by logic investigation and interview information is sent in test issue subsystem, then is preserved this investigation and interview information by KBS.
5. computer-aided telephone access system according to claim 2, it is characterized in that: described sample management system comprises sample maintenance system, sample add-on system and sample sampling system, the sample maintenance system is safeguarded sample classification and sample; The sample management support manually adds, imports in batches and automatically by rule, carry out Mass production; The automatic batch examination is dialled, and rejects invalid number and generates blacklist; Diversified sample mode is as sampling immediately, stratified sampling, equidistant sampling, group sampling, synthetic sampling etc.
6. computer-aided telephone access system according to claim 2, it is characterized in that: described statistical analysis system comprises test paper auditing system, data analysis management system, statistical graph management system, statistics display management system and generates chart system, statistical analysis system is delivered to the test paper auditing system to visit information by KBS, and the test paper auditing system is sent to the generation chart system by data analysis management system, statistical graph management system, statistics display management system.
7. computer-aided telephone access system according to claim 2, it is characterized in that: described monitoring management system comprises monitored object management system, monitoring content management system, audio monitoring system and voice, word reponse system, monitor message is after selecting monitored object and monitoring content, be delivered to again the audio monitoring system, utilize the voice plug-in unit to send to the access executive system, the access implementation is monitored, and voice, word reponse system directly will be monitored feedback information and be sent to the access executive system.
8. the method for operation of a computer-aided telephone access system, described method of operation is based on above-mentioned computer-aided telephone access system and realizes, it is characterized in that: described method of operation comprises the following steps:
1) user terminal enters the Internet Protocol telephone access platform by the Internet and starts telephone interview work;
2) at first user terminal is set up protocol registration by the member registration login system and is become the system member, is verified after login system to enter the platform access management system or the access executive system becomes office terminal or the terminal of attending a banquet;
3) every management work that login system website in office terminal can utilize access information management to conduct interviews, distribute attend a banquet terminal, questionnaire design, management sample, statistical analysis, execution monitoring etc.;
4) account, the password login system that terminal utilizes office terminal to distribute of attending a banquet, the identity information that first will be seated at the Interviewer of the terminal of attending a banquet carries out typing and is kept in archive management system, the execution work that conducts interviews of recycling access executive system;
5) the terminal landing system of attending a banquet, system is installed the voice plug-in unit automatically on the computer of terminal of attending a banquet, and the terminal of attending a banquet can be by voice plug-in unit transmission of speech signals to the communication swapping memory;
6) by transmitting voice signal, to interviewee's voice terminal, the terminal of attending a banquet can start the interviewee is conducted interviews the communication swapping memory;
7) attend a banquet before terminal carries out access, first typing is carried out in interviewee's identity information, and interviewee's identity information is kept in archive management system;
When 8) attending a banquet terminal execution access, message registration, Visitor Logs, access result etc. will be recorded in KBS and archive management system simultaneously, and in KBS generating report forms, together preserve management with corresponding interviewee's identity information in archive management system;
9) related data is read by the access KBS in office terminal, understands the various situations that the terminal of attending a banquet is carried out access, and to attending a banquet, terminal is monitored;
10) Voice Surveillance can also be carried out to the terminal of attending a banquet by the voice plug-in unit in office terminal;
11) office terminal can also, by voice plug-in unit transmission of speech signals to the communication swapping memory, be connected by the communication swapping memory communication line of terminal of attending a banquet, thereby the terminal of attending a banquet is carried out to voice monitoring;
12) office terminal finds that at monitor procedure any problem can send to the terminal of attending a banquet by voice and Word message;
13) whole browsing process finishes.
9. the method for operation of computer-aided telephone access system according to claim 8, it is characterized in that: the operating procedure of described access information management comprises:
1) user terminal enters access information management by the registration login system becomes office terminal, starts Access Management Access work;
2), after entering access information management, the management roles such as questionnaire management, sample management, statistical analysis, execution monitoring management can be carried out in office terminal;
When 3) project will be interviewed by phone in office terminal, at first need to activate the questionnaire management system, carry out questionnaire design work;
4) at first office terminal utilizes questionnaire design subsystem design questionnaire, the title of interpolation questionnaire, explanation, exercise question, option etc., and carry out the setting of association attributes by demand;
5) as need, logic is set, office terminal enters logic the setting that subsystem carries out each logic of class is set;
6) questionnaire design, arranged after, can carry out test modifications to the questionnaire designed, test errorless rear importing KBS and enter stand-by state;
7) questionnaire design good after, activate the sample management system for the phone sample of access generated, sampled, the work such as maintenance; As need arrange quota, the sample of access carried out to the quota setting; It is standby that the pre-access-sample that will generate afterwards imports KBS;
8) questionnaire, sample ready after, password, account that the terminal of attending a banquet utilizes office terminal to distribute by terminal log in and enter the access executive system, the questionnaire, the sample that call in KBS start to carry out telephone interview;
9) office terminal utilizes the voice plug-in unit can on network, realize the remote speech monitoring to the terminal of attending a banquet by the activation monitor management system, and notifies the Interviewer by voice and Word message;
10) attend a banquet after terminal carries out access, the survey data transmission of the terminal of attending a banquet record is saved in KBS and archive management system, the investigation and interview data contrast access recording that call in KBS office terminal is examined the access result, examine errorless after, system automatic statistical analysis after relative set is carried out to the access result in office terminal, after statistical analysis is complete to processing such as data derive;
11) the telephone interview management process finishes.
10. the method for operation of computer-aided telephone access system according to claim 8, it is characterized in that: the operating procedure of described access executive system comprises:
1) the user terminal login system enters the access executive system becomes the terminal of attending a banquet, and starts to access execution work;
2) the clearing access executive system after terminal login system of attending a banquet, and the Interviewer's of the terminal of attending a banquet identity information carries out typing and is kept in archive management system;
3) system is installed the voice plug-in unit in the terminal of attending a banquet automatically;
4) terminal of attending a banquet is selected speech communication port, the communication modes such as system network enabled phone, black phone and instant message software;
5) terminal of attending a banquet is extracted the sample that will access from KBS;
Whether 6) terminal of attending a banquet is clicked dialing button, and system is automatically according to the sample dialing, and listen to look into and put through;
Whether 7), if illogical, system prompt is not put through reason, and the Interviewer selects to record, and select to redial, or system redialed automatically according to the time set in advance;
8) if get through, the terminal of attending a banquet is first carried out typing to interviewee's identity information, and interviewee's identity information is kept in archive management system, and the terminal of attending a banquet subsequently reads questionnaire again allows the interviewee answer, and system starts automatic recording;
9) attend a banquet terminal by the information of interviewee's answer, be input in computer by mouse, keyboard, and be sent in KBS and archive management system by network, realize immediately gathering of data;
10) along with the carrying out of access, system is automatically added up identification and whether is reached quota;
11) if do not reach quota continue answer;
12) if reach quota, system automatic-prompting attend a banquet terminal to other samples proceed the access;
13) have to stop access midway if run into access, the terminal of attending a banquet and interviewee arrange the continuous visit time, and the terminal of attending a banquet is also placed on record, arrive the designated time, and system is understood the automatic-prompting Interviewer, and call and continue visit;
14) all terminal access processes of attending a banquet are all monitored by monitoring management system by office terminal;
15) the various situations of the traffic of all access, access all can be recorded in KBS;
16) all access questionnaires complete and finish access work.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN 201210174762 CN103458134A (en) | 2012-05-31 | 2012-05-31 | Computer assisted telephone interview system and method for operating same |
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| Application Number | Priority Date | Filing Date | Title |
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| CN 201210174762 CN103458134A (en) | 2012-05-31 | 2012-05-31 | Computer assisted telephone interview system and method for operating same |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105391836A (en) * | 2015-12-18 | 2016-03-09 | 合肥寰景信息技术有限公司 | Computer-assisted telephone interview system operation method |
| CN105577960A (en) * | 2015-12-18 | 2016-05-11 | 合肥寰景信息技术有限公司 | Network telephone interview system |
| US9485358B2 (en) | 2014-09-26 | 2016-11-01 | Xiaomi Inc. | Information acquisition method, device, and system |
| CN107222705A (en) * | 2017-05-27 | 2017-09-29 | 山东中磁视讯股份有限公司 | A kind of memcon system |
| CN110225209A (en) * | 2019-05-24 | 2019-09-10 | 南京常吉信息科技有限公司 | A kind of call center management system |
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2012
- 2012-05-31 CN CN 201210174762 patent/CN103458134A/en active Pending
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US9485358B2 (en) | 2014-09-26 | 2016-11-01 | Xiaomi Inc. | Information acquisition method, device, and system |
| CN105391836A (en) * | 2015-12-18 | 2016-03-09 | 合肥寰景信息技术有限公司 | Computer-assisted telephone interview system operation method |
| CN105577960A (en) * | 2015-12-18 | 2016-05-11 | 合肥寰景信息技术有限公司 | Network telephone interview system |
| CN107222705A (en) * | 2017-05-27 | 2017-09-29 | 山东中磁视讯股份有限公司 | A kind of memcon system |
| CN110225209A (en) * | 2019-05-24 | 2019-09-10 | 南京常吉信息科技有限公司 | A kind of call center management system |
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Application publication date: 20131218 |