CN103533188A - MCP telephone Internet surfing and listening system and method, and call center - Google Patents

MCP telephone Internet surfing and listening system and method, and call center Download PDF

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Publication number
CN103533188A
CN103533188A CN201210238428.0A CN201210238428A CN103533188A CN 103533188 A CN103533188 A CN 103533188A CN 201210238428 A CN201210238428 A CN 201210238428A CN 103533188 A CN103533188 A CN 103533188A
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telephone
listen
internet
module
customer
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CN201210238428.0A
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Chinese (zh)
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谢宪林
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谢宪林
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Abstract

The invention discloses an MCP telephone Internet surfing and listening system and method, and a call center. An MCP (Multi-net Content Provider) integrates technologies of multiple networks, includes an ICP (Internet Content Provider), and drives an MSP (Multi-net Service Provider) and an ISP (Internet Server Provider). MCP telephone Internet surfing and listening integrates technologies of a telephone network and an Internet, includes audio frequency browsing, and is characterized by adding an on-line consultant (apparatus); realizing convenient three-party communication among clients, the system and the consultant; fundamentally improving voice identification and link conversion to further help meeting the requirements of the clients; solving the defect that the prior art is limited by a few voice portals; adding a translation function and the like; being suitable for listening to great and abundant Web sites; and developing new application of the telephone and the Internet. Telephone and mobile phone listening and browsing integrates the technologies of fixed and mobile telephone networks and the Internet, expands the telephone Internet surfing and listening, integrates voices and short messages, realizes voice listening and message browsing without an intelligent mobile phone, and develops new application of the telephone and the Internet.

Description

MCP电话上网听网系统和方法及呼叫中心 MCP telephone network system and method for listening to Internet and call center

[0001] [0001]

[0002] (MCP是新词汇“多网内容提供者©的英译Mult1-net Content Provider的缩写,详见下文。) [0002] (MCP is an acronym for a new vocabulary "multi-network content providers © English translation of the Mult1-net Content Provider, see below.)

技术领域 FIELD

[0003] 本发明涉及多模式消息交換、声频浏览、手机通信。 [0003] The present invention relates to a multi-mode exchange message, audio browsing, mobile communications.

背景技术 Background technique

[0004] 电话上网听网是ー种服务,客户用电话呼叫服务提供者通过该服务系统听取网页,其中电话是客户设备、上网是上电话网和因特网是途径、听网页是目的。 [0004] listen to the telephone network is the Internet ー kinds of service, providing customers with phone calls were listened to by the web service system, which is the customer telephone equipment, telephone network and the Internet is the Internet is a way to listen to web pages is the goal. 电话上网听网出自2000年《电话上网听网等-批技术创新》(谢宪林,北京2000年版权登记2000-01#),该文还讨论了浏听等。 Listen to the telephone network from the Internet in 2000, "listen to the telephone network and other Internet - Batch technological innovation" (Xiexian Lin, Beijing 2000 copyright registration # 2000-01), the article also discusses listen to Liu and so on.

[0005] 电话上网听网最接近的现有技术是声频浏览[类似表述还有语音(会话、电话)浏览,语音上网,浏听等,这些表述各有侧重点:设备、途径、方法、目的等]。 [0005] prior art telephone network to listen to Internet audio browser is the closest [similar expressions, as well as voice (conversation, telephone) browsing, voice access, listen to Liu and so on, these expressions have their own focus: equipment, approaches, methods, purpose Wait].

[0006] 专供声频浏览的网站被称为语音门户或“电话ICP”,ICPdnternet ContentProvider)通译为因特网内容提供者。 [0006] specifically for audio browse a Web site is called voice portal or "telephone ICP", ICPdnternet ContentProvider) through translated as Internet content providers. 当今信息技术趋向“(电话、电脑、电视)三网合一”,还有物联网…;为描述新的技术组合,有必要定义新词汇“多网内容提供者”,英译Mult1-net Content Provider缩写MCP。 Today's IT trends "(telephone, computer, TV) triple play", there are things ...; to describe the combination of new technology, it is necessary to define new terms "multi-network content provider", English translation Mult1-net Content Provider abbreviation MCP. 多网包含因特网,故MCP包含ICP ; “语音门户”、“电话ICP”等可视为MCP。 Multi-network include the Internet, so the MCP contains ICP; "voice portal", "Phone ICP" and so can be regarded as MCP.

[0007] 为描述服务提供者新的技术组合,还有必要定义新词汇“多网服务提供者”,英译:Mult1-net Service Provider 缩写MSP。 [0007] To describe the new technology composite service providers, there is a need to define a new vocabulary "multi-network service provider", English translation: Mult1-net Service Provider abbreviation MSP. MSP 包含ISP (Internet Service Provider,因特网服务提供者);语音ISP、电话上网等可视为MSP。 MSP includes ISP (Internet Service Provider, Internet Service Provider); voice ISP, Internet telephony, etc. can be regarded as MSP.

[0008] 电话上网听网简称电话听网。 [0008] Internet telephony network referred to listen to listen to the telephone network.

[0009] 电话听网与普通网页IVR(交互语音应答)的区别主要是较好地链接。 Difference [0009] telephone network and listen to ordinary web IVR (interactive voice response) is mainly to better link.

[0010] 声频浏览的对象可分为: [0010] target frequency sound browser can be divided into:

[0011] 一、VXML类语音门户 [0011] a, VXML voice portal type

[0012] 虽然XML (extensible Markup Language,可扩展标记语言)的历史和应用范围比HTML少,但其语音应用版VXML (Voice extensible Markup Language,语音可扩展标记语言)后来成为信息业巨头的语音门户标准,类似的还有CCXML(呼叫控制可扩展标记语言)等。 [0012] Although the XML (extensible Markup Language, Extensible Markup Language) range of historical and applications less than HTML, but its voice application version VXML (Voice extensible Markup Language, Voice Extensible Markup Language) and later became information giant voice portal standard, as well as similar to the CCXML (call control extensible Markup language) and the like. 语音门户远比Web网站复杂,如200610126533专利IBM公司《用于语音门户服务器的方法和装置》,并且“重要的是引导人们所说的输入使之与计算机语音识别的强度相匹配”。 Voice portal Web sites than complex, such as IBM's Patent 200610126533 "for voice portal server apparatus and method", and "It is important to guide people to said input so as to match the intensity of computer speech recognition." 语音门户使得以其为对象的语音识别和浏览大大筒化,语音门户缺点之ー是信息范围小且数量不足网站之万一。 Voice Portal makes its voice recognition and targeting of view greatly barrel, voice portal ー drawback of a small range of information and an insufficient number of sites in case.

[0013] 二、 Web 网站 [0013] two, Web site

[0014] 历史长且多于网站总数的九成。 [0014] and the long history of more than ninety percent of the total site.

[0015] 99811607专利IBM《会话浏览器和会话系统》指出:“语音和Web门户(即基于HTML或WML(无线标记语言))之间的主要区別,是门户下载所请求的页面并且在把它们发送到浏览器之前对其进行适当的代码转换”,进一歩,“语音门户服务可以通过无偿,由通信公司/无线提供商支付,由有关内容提供商支付(根据点击),基于完成的可盈利交易,基于有关商务的利润率,基于预约的方式把服务放到搜索引擎中,或者是搜索引擎产生的级别较高的服务,或者与自动方案相比,是针对高质量CML页面的服务(手工准备或检查)。” [0015] Patent 99811607 IBM "browser session and session system," said: "The main difference (ie, based on HTML or WML (Wireless Markup Language)) between voice and Web portal, the portal page is requested and download them its proper transcoding before being sent to the browser, "ho into a" voice portal service can be free, paid by the communications / wireless providers, content providers by the relevant payment (based on clicks), based on the completion of profitable trading, based on profit margins related to business, based on the way the reservation service into a search engine, or a higher level of service search engine generated, or compared to the automatic program, the service (manual pages for high-quality CML preparation or check). "

[0016] 对应能够解决的技术问题,声频浏览的系统及方法也可分为两类:浏览语音门户类、侧重浏览Web网站类。 [0016] the corresponding technical issues can be resolved, the system and method for audio browsing can also be divided into two categories: class browsing voice portal, browse Web sites focusing on class.

[0017] 早期的技术方案两类综合、庞大复杂难于实用,如《会话浏览器和会话系统》还将Web网站转换为CML语音门户,但该转换较难满足HTML链接会话;后来业界探索简化的语音门户,就是要由设计师改編“看”选的链接为适合“听”选的。 [0017] The early types of integrated technology solutions, large and complex difficult practical, such as "browser session and session system" Web site will be converted to CML voice portal, but more difficult to meet the converted HTML link session; later reduced exploration industry voice portal, adapted by the designer is to "see" the selected link is suitable for "listening" election.

[0018] 一、浏览语音门户的声频浏览系统及方法 [0018] First, the voice portal browse audio browsing system and method

[0019] 02130665号专利华为公司《一种实现语音上网的系统及方法》、200410066474.2专利申请优能公司《一种语音浏览系统》等,有语音门户的配合使这类系统及方法比较简化易行,缺点之一是难企Web网站资源。 [0019] Patent No. 02130665 Huawei "a system and method to achieve the Internet voice" You could Patent Application 200410066474.2 company "A voice browsing system" and the like, with a voice portal system and method to make such simplified easy comparison one disadvantage is the difficult enterprise resource Web site.

[0020] 200610103228.9号专利中兴公司《一种语音浏览系统》用于访问并解析VXML和呼叫控制可扩展标记语言(CCXML)文档,缺点之ー是CCXML门户更少,优点之一是语音识别和浏览更简化易行。 [0020] Patent No. 200610103228.9 ZTE Corporation "A voice browsing system" used to access and parse VXML and call control extensible markup language (CCXML) document, the disadvantage is CCXML portal ー less, and speech recognition is one of the advantages browsing more streamlined and easy.

[0021] ニ、侧重浏览Web网站的声频浏览系统及方法 [0021] ni, focusing on audio browsing system and method for browsing the Web site

[0022] 本类的技术方案及产生的技术效果要求更高,主要有两方面:ー是语音识别,ニ是链接转换。 [0022] This class of technical solutions and require higher technical effects generated, there are two main aspects: ー speech recognition, is the link ni conversion.

[0023] 00804298专利美国ER汗《使用标准电话用于网际网络声频浏览的系统及方法》(2000.2.23 申请、2002.5.1 公开、2008.6.4 授权): [0023] US patent 00,804,298 ER Khan "Using a standard telephone system and method for Internet audio browsing" (2000.2.23 application, open 2002.5.1, 2008.6.4 authorization):

[0024] 声频浏览系统,该系统包含有: [0024] The audio browsing system that includes:

[0025] 一电话;及 [0025] a telephone; and

[0026] 耦合于该电话的一声频网际网络服务提供者,该服务提供者提供与该电话ー用户的双向声频通信,其中该电话用户的声音命令转换成网际网络地址,来进入并且从对应于该网际网络地址的全球网页取回原文内容,以及该原文内容至少部分被转换为声音响应给用户,其中该原文内容的所述部分包括数个选择的文本和链路的至少ー个加上数个与所述的选择文本及链路相关的其它文本。 [0026] coupled to the sound of the telephone frequency Internet service provider, the service provider provides bidirectional acoustic ー user with the telephone frequency communication, wherein the telephone user's voice command into Internet addresses, to access and from the corresponding the Internet world Wide web pages retrieved address original language, the original language and at least partly converted into sound in response to a user, wherein the portion of the original language of the text selection comprises a plurality of links and at least one plus the number ーother text associated with one of the selected text, and links.

[0027] 声频浏览方法,其包含下列步骤: [0027] The audio browsing method, comprising the steps of:

[0028] 与一声频网际网络服务提供者建立双向语音通信链路; [0028] with the sound frequency Internet service provider to establish a two-way voice communication link;

[0029] 透过该双向语音通信链路传输包括一网络游历语音命令的ー语音信号:及 [0029] transmitted through the two-way voice communication link comprises a network of voice commands ー tour speech signal: and

[0030] 由该声频网际网络服务提供者产生代表一网际网络资料信号的ー语音响应信号,该网际网络资料信号包括对应于该网络游历语音命令的一全球网络网页,其中该网络游历命令转换成网际网络地址,来进入并且从该全球网页取回原文内容,以及该原文内容至少部分被转换为语音响应信号,其中该原文内容的所述部分包括数个选择的文本和链路的至少ー个加上数个与所述的选择文本及链路相关的其它文本。 [0030] generated by the audio Internet Service Provider on behalf of an Internet data signal ー voice response signal, the Internet data signals that correspond to a global network pages the network traveled voice command, wherein the network traveled command into Internet address, to access and retrieve the original language, the original language and the world Wide web pages from the at least partially converted to a voice response signal, wherein the portion of the original language of the text selection comprises a plurality of links and at least one ーplus a number of other text associated with the selected text and links.

[0031] 应该指出,该系统、方法独立权利要求都有“从该全球网页取回原文内容,以及该原文内容至少部分被转换为声音响应给用户,其中该原文内容的所述部分包含数个选择的文本和链路的至少ー个加上数个与所述的选择文本及链路相关的其它文本”,该专利国际公布是英文,引文中“链路”的标准中文应为“链接”即网页链接,以免混同该方法独立权利要求14中“通信链路”的“链路”。 [0031] It should be noted that the system, as claimed in the independent method claim are "retrieve content from the World Wide Web pages in its original language, the original language and at least partly converted into sound in response to a user, wherein the portion of the original content comprising severalー plus a number of other texts related to the selection of the text and the link of the selected text and link at least ", the international patent publication is in English, citations" link "standard Chinese should be" link " that web links, so as not to be confused with the method as claimed in claim 14 independent "communication link" and "link."

[0032] 200480032990.1专利申请飞利浦公司《音频对话系统和语音浏览方法》,音频输入単元(12)获取音频输入信号。 [0032] 200,480,032,990.1 patent applications Philips' audio dialogue system and voice browsing method, "audio input radiolabeling yuan (12) to obtain the audio input signal. 语音识别装置(20)将音频输入信号转换成文本输入数据 Speech recognition means (20) converts the audio input signal to text input data

(21)。 (twenty one). 内容数据(Dl)包括文本内容和至少ー个引用(LNl)。 Content data (Dl) comprising text content and at least one reference ー (LNl). 所述引用包括引用目标和激活短语。 The reference includes a reference object and activation phrase. 浏览装置(22)处理内容数据(Dl),控制语音合成装置(26)输出所述文本内容。 Browsing means (22) the content data (Dl), control (26) outputs said text speech synthesis device. 浏览装置(22)比较获得的输入文本数据(21)和激活短语(28)。 Input text data browsing means (22) obtained by comparing (21) and activation phrase (28). 在输入文本数据(21)与激活短语(28)不相同的情况下,如果文本输入数据具有与所述激活短语类似的意思,那么仍指明ー个匹配。 In the case of input text data (21) and the activation phrase (28) are not the same, if the input text data has a meaning of a phrase similar to the activation, it still indicates ー matching. 在匹配的情况下,访问与所述引用目标对应的内容数据。 In case of a match, access to the content data corresponding to a target reference. 该激活短语引导输入和类似匹配都可以改善语音识别,但需増加并访问内容字典装置等。 The activation phrase matching, and the like input guide may improve speech recognition, but the need to increase in the content of the dictionary and access devices.

[0033] 201110046896.3专利申请中科院计算所的《一种语音浏览方法及浏览器》,方法包括:网页信息提取步骤:对于用户请求的任ー网页,首先对其进行网页分类,若判定该网页属于主题型网页,则对网页进行主内容抽取;若该网页为非主题型网页,则进行网页分块;网页格式转换步骤JfHTML格式的网页自动转换为V0ICEXML格式的网页;其中,对于主题型网页,所抽取的网页主内容设置为优先向用户朗读;对于非主题型网页,为用户设置快捷键以使用户能够在各网页块之间自由切換和选择;语音推送步骤:基于voiceXML格式网页,向用户朗听览页内容。 [0033] Patent Application No. 201110046896.3 the Institute of Computing "A voice browser and browsing method", the method comprising: web page information extracting step: to any ー page requested by the user, its first page classification, if it is determined that the page is the subject type pages, the web pages to extract the primary content; if the non-theme-oriented web page, page segmentation is performed; format conversion step JfHTML web page format is automatically converted to the format of the page V0ICEXML; wherein, for the theme-oriented web, the extracting the primary content page to the user to read the priority; for non-theme-oriented pages for the user to set the shortcut keys to enable a user to freely switch between the web and the selected block; voice push steps of: voiceXML format based on the page, the user Long listen browse pages. 但是HTML到VXML转换的难点不在于语音而在于链接,该专利将HTML分两类转换VXML,有利于满足语音链接。 But the difficulty VXML to HTML conversion is not speech but that link, the patent will be divided into two categories HTML conversion VXML, it is conducive to meet the voice link.

[0034] 现有话语辨识(SRE)技术只能个人专用的较准确,不同地区的人对相同的词有不同的发音,不同人的语调、说话习惯也不同,即便是VXML语音门户的特定小范围词语,公用识别尚难。 [0034] Identification of existing words (SRE) only for personal use technology more accurate, people in different regions have different pronunciations of the same word, different people tone, speech habits are different, even if the particular small VXML voice portal range words, public recognition is hard. 内容泛围与其对交互性的要求成正比,内容窄电话按键选择亦敷用,内容越广泛对交互性的要求越高;如果识别客户输入都很困难,交互性好更是奢求了。 Pan-Wai is proportional to its content requirements for interactive content also apply a narrow button to select the phone with, the more extensive the higher the content of interactive requirements; if the input is very difficult to identify the customer, good interaction is a luxury.

[0035] 电话上网听网侧重Web网站,突破现有技术语音识别、链接转换两大障碍的新方向是联线坐席帮助。 [0035] telephone network focused on Internet listen to Web sites beyond the current speech recognition technology, the new direction of the two major obstacles link translation is on-line agents for help. 坐席始于电话台接线话务员、流行于呼叫中心客户服务,现在依职责等区别称坐席员为业务代表、代理、顾问等等,坐席设备从电话发展为多媒体工作站、坐席局网以至广域网虚拟系统,坐席联线过去指接通坐席与客户的电话,现在还包含联接多网络多媒体的信息和调控。 Telephone wiring station attendant seats began, popular call center customer service, according to the difference between the duties of members is now called the agent business representatives, agents, consultants, etc., agents from the telephone equipment development for multimedia workstations, office seating WAN network as well as virtual systems, refers to the last agent-line call is connected with the customer agent, the network now includes coupling a multi-media information and regulation.

[0036]《高级汉语辞典》的解释:“联接:连接;使事物相互衔接。” “连接:相连邻接。” [0036] "Advanced Chinese Dictionary" explanation: "coupled: connector; make things interrelated." "Connection: connected adjacent"

[0037] 电话上网听网可以借鉴呼叫中心的技术,如:200710188138.9专利中国电信《一种新一代呼叫中心系统及自动业务实现方法》、200810182621专利申请中国电信《一种呼叫中心系统》等。 [0037] Internet telephony network can learn to listen to the call center technology, such as: China Telecom 200,710,188,138.9 patent to "a new generation of call center systems and automated business methods", 200 810 182 621 patent applications China Telecom "A call center system." 综合呼叫中心已可整合客户通信,对每ー客户的各个终端(电话、手机)按需求及媒体类型(声频、短信)接收整合播发,如收语音和/或短信、发短信和/或语音;收A终端语音、B終端短信,整合后发A终端语音;呼叫中心的多方话路多方同时通话,坐席客户IVR边会话边播音、回溯播音、随停随续等;电话听网也可借鉴。 Integrated call center is ready integration of customer communication, each terminal of each ー client (telephone, mobile phone) according to the needs and the type of media (audio, text) received integrate broadcast, such as receiving voice and / or text messages, text messages and / or voice; close a terminal voice, B terminal text messages, a terminal voice after integration; multi-session call center multi-simultaneous calls, agent client IVR side session edge broadcasting, retrospective broadcast, with the stop with continued etc; telephone listening network also can learn.

[0038] 声频浏览适用普通电话和普通手机(功能手机,Feature phone)。 [0038] The audio browsing which the ordinary telephone and ordinary mobile phones (feature phones, Feature phone). 99811607专利的会话浏览器可装入“智能手机”(Smart phone) ;03815885.X专利爱立信公司《一种与访问互联网内容有关的装置及方法》通过电话平台、代理服务器和预标网页,可借助智能手机浏览器话音浏览Web网站;但是智能手机价格高、用量远少于普通手机。 99,811,607 patented browser session can be loaded into "smart phones" (Smart phone); 03815885.X Ericsson patent "Apparatus and methods related to access Internet content" platform by telephone, proxy servers and pre-standard web pages, you can help smartphone voice browser to browse the Web site; but the high price of smart phones, the amount is far less than ordinary mobile phones. [0039] 方法步骤并行可以极大提高效率,如99106400.3专利IBM公司《统ー资源定位器的并行选择方法及其系统》。 [0039] The method can greatly improve the efficiency of parallel steps, such as IBM's Patent No. 99106400.3 "parallel system ー selection method and system resource locator."

[0040] 世界主要文种文本间的即时自动翻译已有实用,例如谷歌、微软、中软等翻译系统;即时自功翻译已包含南非荷兰语、阿尔巴尼亚语、阿拉伯语、白俄罗斯语、保加利亚语、加泰罗尼亚语、中文(简体)、中文(繁体)、克罗地亚语、捷克语、丹麦语、荷兰语、英语、爱沙尼亚语、世界语、菲律宾语、芬兰语、法语、加利西亚语、德语、希腊语、希伯来语、印地语、匈牙利语、冰岛语、印度尼西亚语、爱尔兰语、意大利语、日语、韩语、拉脱维亚语、立陶宛语、马其顿语、马来语、马耳他语、挪威语、波斯语、波兰语、葡萄牙语、罗马尼亚语、俄语、塞尔维亚语、斯洛伐克语、斯洛文尼亚语、西班牙语、斯瓦希里语、瑞典语、泰语、土耳其语、乌克兰语、越南语、威尔士语、意第绪语、亚美尼亚语、阿塞拜疆语、巴斯克语、格鲁吉亚语、古吉拉特 [0040] real-time automated translation between the world's major text types text has been useful, such as Google, Microsoft, and other soft translation system; real-time translation is included self-tapping Afrikaans, Albanian, Arabic, Belarusian, Bulgarian, Canada Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Esperanto, Filipino, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swahili, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh, Italian Yiddish, Armenian, Azerbaijani, Basque, Georgian, Gujarat 、海地克里奥尔语、卡纳达语、拉丁语、泰米尔语、泰卢固语、乌尔都语等任意二个;包含中国民族文蒙、藏、維、哈、塔、彝、水、朝、傣、汉文等语种间任意二个;上述语言的TTS已有应用,汉语的粤、闽南、潮州语等方言TTS也有应用。 , Haitian Creole, Kannada, Latin, Tamil, Telugu, Urdu and other arbitrary two; includes ethnic Chinese Language and Mongolian, Tibetan, Uygur, Kazak, tower, Yi, between water, North Korea, Dai, and the Chinese and other languages ​​any two; TTS these languages ​​have been applied, Guangdong, southern Fujian, Chaozhou dialects and Chinese TTS also has applications. 将这些成果与电话上网听网结合是很有价值的。 The combination of these results and listen to Internet telephony network is valuable.

[0041] 上述各文献均为本申请的參考文献,其全文都作为本文公开的内容。 [0041] each of the above documents are cited in this application by reference in its entirety as the contents are disclosed herein.

发明内容 SUMMARY

[0042] 本发明目的:提供MCP电话上网听网系统及方法,增加联线顾问装置实现客户、系统、顾问三方便捷交流,根本改善语音识别和链接转换进而帮助客户满足需求;改进现有技术限于少量语音门户的缺陷;增加翻译功能等。 [0042] The present invention: MCP provides Internet telephone network system and method for listening to increase on-line advisor to achieve customers, systems, consultants tripartite convenient communication, speech recognition and links to fundamentally improve the conversion and helps clients meet demand; improve existing technologies limited defects in a small voice portals; increase translation functions.

[0043] 本发明另一目的:提供电话电话手机听览系统及方法,扩展电话上网听网并整合语音、短信,不需智能手机即可音信听览,开拓普通手机和互联网的新应用。 [0043] Another object of the invention: a telephone handset to listen to browse system and method, telephone extension without new smartphone application to listen to the Internet network and the integration of voice, text messages, listen to browse news, explore ordinary mobile phones and the Internet.

[0044] 本发明共4项独立权利要求,它们有単一性: [0044] Total 4 independent claims of the invention, they have a radiolabeling of:

[0045] MCP电话上网听网系统,包含声频浏览系统,其特征是: [0045] MCP listen to Internet telephone network systems, including audio browsing system, characterized by:

[0046] 以局域网和/或广域网联接集成联线顾问装置,有顾问、客户、播音的三方话路; [0046] In local and / or wide area networks coupled-line advisor integrated, tripartite session consultants, clients, the broadcast;

[0047] 所述联线顾问装置包含顾问坐席単元,包含下述模块至少ー个: [0047] The on-line advisor radiolabeling agent comprising Consultants element, comprising at least one of the following modules ー:

[0048] 三方会话模块; [0048] The three-way conversation module;

[0049]帮助模块,联接多媒体信息、联接系统调控。 [0049] The help module, coupled to the multimedia information, the regulation of the coupling system.

[0050] MCP电话上网听网最接近的现有技术是00804298专利声频浏览等,其技术主题能够解决的技术问题都是侧重浏览Web网站、技术方案及产生的技术效果相近;02130665专利、200410066474.2专利申请等虽也有相似特征,但其技术主题不能浏览Web网站,能够解决的技术问题、技术方案及产生的技术效果不相近。 [0050] MCP telephone network to listen to Internet closest prior art patent is 00,804,298 audio browsing, the technology topics can focus on solving technical problems are browsing Web sites, technical solutions and produce technical effects are similar; 02,130,665 patents, patent 200,410,066,474.2 although applications also have similar features, but its technical topics can not browse Web sites, to solve technical problems, technical solutions and produce technical effects are not similar.

[0051] 对照《图2MCP电话上网听网系统的高阶方块图》和《图1现有声频浏览系统的高阶方块图》。 [0051] control "Figure 2MCP listen to Internet telephone network system of high-level block diagram" and "Figure 1 existing frequency sound browsing system of high-level block diagram."

[0052] MCP电话上网听网方法,包含声频浏览的方法,其特征是: [0052] MCP listen to Internet telephony network method, the method includes the audio browsing, characterized in that:

[0053] 包含顾问联线帮助客户步骤; [0053] contains adviser on-line to help customers step;

[0054] 服务为电话上网听网服务。 [0054] services for telephone network to listen to Internet services.

[0055] 电话手机听览系统,包含: [0055] telephone handset to listen to browse system, comprising:

[0056] 如权利要求1、2、3所述MCP电话上网听网系统;[0057] 短信単元,至少包含下述模块之一: [0056] The telephone as claimed in claim 1,2,3 MCP listen to Internet network system; [0057] short radiolabeling element, comprising at least one of the following modules:

[0058]短信接收模块,用于接受短信命令; [0058] The message receiving module for receiving a command message;

[0059] 短信发送模块,用于发送提取的网页内容。 [0059] SMS transmission module for transmitting the extracted web content.

[0060] 电话手机听览方法,包含 [0060] telephone handset to listen to laid method, contain

[0061] 如权利要求4、5、6所述MCP电话上网听网方法,其中: [0061] The telephone as claimed in claim 4,5,6 MCP listen access network, wherein:

[0062] 链路、传输、产生响应的信号包含语音和/或短信; [0062] link transmission, generating a response signal comprising speech and / or text messages;

[0063] 服务为电话手机听览服务。 [0063] services for telephone handset to listen to browse the service.

[0064] 4项发明属于ー个总的发明构思、在技术上相互关联有相应的技术特征、有単一性。 [0064] 4 ー invention is in a general inventive concept, technically interrelated with appropriate technical characteristics, has a resistance radiolabeling.

[0065] MCP电话上网听网,根本改善语音识别和链接转换进而帮助客户满足需求;改进现有技术受限于少量语音门户的缺陷;增加翻译功能等;适听广博丰富的Web网站,开拓电话和互联网的新应用。 [0065] MCP listen to Internet telephone network, fundamentally improve speech recognition and conversion links and helps clients meet demand; improvement of existing technology is limited to a small number of defects voice portal; increase the translation function; Appropriate listening extensive rich Web sites, open up the phone Internet and new applications.

[0066] 电话手机听览扩展电话上网听网并整合语音、短信,不需智能手机即可音、信听览,开拓手机和互联网的新应用。 [0066] telephone handset to listen to browse the Internet to listen to expand telephone network and the integration of voice, text messaging, no smart phone can sound, listen to browse the new application letter, open up the mobile phone and the Internet.

[0067] 多网内容提供者MCP组合多网的技木,还带动多网服务提供者MSP,开拓新的技术领域。 [0067] Technical wood multi-network content provider MCP combination of multi-network, multi-network also led a service provider MSP, open up new areas of technology.

附图说明 BRIEF DESCRIPTION

[0068] 共8个附图: [0068] a total of eight drawings:

[0069] 图1现有声频浏览系统的高阶方块图(00804298专利) [0069] FIG. 1 is conventional voice browsing system high-level block diagram (Patent No. 00804298) Frequency

[0070] 图2本发明的MCP电话上网听网系统高阶方块图【摘要用】,虚线框内是现有声频浏览提供者,顾问装置连出的粗线表示LAN、细线表示话路。 [0070] MCP phone 2 of the present invention is to listen to the Internet network system with high-level block Abstract] FIG inside the broken lines existing audio browser provider, even an advisor bold line indicates the LAN, a thin line indicates session.

[0071] 图3现有声频浏览系统及其智能型代理器(IA)的结构图(00804298专利) [0071] FIG. 3 existing audio browsing system and frequency intelligent agent (IA), a configuration diagram (Patent No. 00804298)

[0072] 图4 一个现有呼叫中心结构图(200810182621专利申请、200710188138.9专利) [0072] FIG 4 a configuration diagram of a conventional call center (200,810,182,621 patent applications, patents 200710188138.9)

[0073] 图5本发明的ー个MCP电话上网听网系统结构图 [0073] MCP ー a telephone Internet 5 of the present invention is a system configuration diagram listening network

[0074] 图6本发明的ー个电话手机听览系统结构图,粗线表示LAN,MS是媒体服务器、ASR是自动语音识别、TTS是文语转换、SMS是短信服务器。 [0074] FIG. 6 of the present invention is a telephone handset to listen to Browse ー system configuration diagram, a bold line indicates LAN, MS media server, the ASR automatic speech recognition, text to speech conversion is the TTS, the SMS text messaging server.

[0075] 图7本发明的ー个MCP电话上网听网方法流程图 [0075] MCP flowchart ー a telephone network access method of Figure 7 listen to the invention

[0076] 图8本发明的一个电话手机听览方法流程图 [0076] FIG. 8 a telephone handset to listen to Browse flowchart of a method of the invention

具体实施方式 Detailed ways

[0077] 实施例1 [0077] Example 1

[0078] ー个MCP电话上网听网系统的高阶结构与实现,对照《图2本发明的MCP电话上网听网系统的高阶方块图》。 [0078] MCP ー a higher order structure and to browse the Internet telephone to listen to the network system, control "listen access network system of FIG high-level block MCP telephone 2 according to the invention."

[0079] MCP电话上网听网系统重组整合现有技术的声频浏览与呼叫中心,移植呼叫中心的単元并增加新模块用作联线顾问装置。 [0079] MCP listen to Internet telephone network prior art systems integrate acoustic recombination frequency browser with the call center, call center radiolabeling membered transplant and adding new modules as on-line advisor. 參看《图2本发明的MCP电话上网听网系统高阶方块图》,其中顾问装置连出的细线突出了三方话路;可对比《图1现有声频浏览系统的高阶方块图》。 Referring to "FIG. 2 MCP telephone network system of the invention is to listen to high-level block access map", wherein a thin wire connected advisor projecting tripartite session; comparable "a conventional audio browsing system of FIG frequency high-level block map."

[0080] 现有技术的呼叫中心,如200810182621专利申请《一种呼叫中心系統》:包含排队、CIT服务器、应用服务器和坐席系统。 Call Center [0080] prior art, such as 200,810,182,621 patent application "A call center system": contains line, CIT servers, application servers and agent systems. 该坐席系统用于向坐席代表提供服务界面,基于坐席代表的操作向应用服务器发送操作请求,在服务界面上显示从应用服务器返回的操作结果;基于坐席代表的操作向CTI服务器发送控制指令;其中,在坐席系统和应用服务器之间通过客户端/服务器方式实现基本功能,通过浏览器/服务器方式实现业务功能。 The agent system for providing an interface to the agents service, send operation request to the application server based on the operation of the agents, the display operation results returned from the application server on the service interface; CTI server sends a control instruction to the agents based on the operation; and wherein between seat systems and application servers for basic functionality through the client / server approach to achieve business functions through the browser / server mode. 基本功能进ー步包含IVR、呼叫控制和/或用户属性操作,业务功能包含业务数据的查询、录入、修改操作。 Further comprises a basic function into ー IVR, call control, and / or the user attribute operations, business functions include query, input, service data modification operation. 该呼叫中心采用客户端/服务器(Client/Server,C/S)和浏览器/服务器(Browser/Server, B/S)相结合的容器结构实现呼叫中心系统。 The call center uses a client / server (Client / Server, C / S) and browser / server configuration container (Browser / Server, B / S) to achieve the combination of call center system. C/S架构作为系统的主架构,是ー个系统的容器。 C / S structure as the main structure of the system, is a system ー container. 通过C/S架构实现例如电话接听、挂断、拨号、保持、电话会议、电话转移等和语音平台密切相关的计算机电话集成(Computer Telephony Integration, CTI)功能,以满足实时性高的要求;通过B/S架构实现例如对业务数据的查询、录入、修改等操作,以及通过接ロ式实现和其他业务系统的数据互通、流转等业务功能,以实现协同处理的目的;可以通过WEB插件的方式将页发布到服务器上,也可以作为外挂系统,通过内嵌WEB浏览器与C/S主体架构进行集成和整合。 C / S architecture for example by means of telephone answering, hang up, dial, hold, conference, transfer, etc. telephone and voice platform is closely related to computer telephony integration (Computer Telephony Integration, CTI) capabilities to meet the high demands of real-time; by B / S architecture for example a query of service data entry, modify, etc., as well as through the exchange of data access ro formula realized and other business systems, transfer and other business functions, in order to achieve the purpose of co-processing; may be by way of WEB widget the pages published to the server, or as a plug-in system integration and integration through embedded WEB browser and the C / S main structure. 应用服务器作为C/S结构的服务器和B/S结构的服务器可以是ー个或多个物理设备,提供各种应用服务。 Application Server as C / S configuration of the server and the B / S configuration of the server may be one or more physical devices ー provide various application services.

[0081] MCP电话上网听网系统以局域网和/或广域网连接集成现有技术的声频浏览系统和呼叫中心,采用客户端/服务器(Client/Server)C/S架构实现例如电话接听、挂断、拨号、保持、电话会议、电话转移等和语音平台密切相关的CTI功能.[0082] MCP电话上网听网系统允许使用者经由ー标准电话与网际网络通信。 Sound [0081] MCP telephone Internet listen network system to a LAN and / or WAN connectivity integrated prior art frequency navigation system and call center, client / server (Client / Server) C / S architecture for example, telephone answering, hang up, dialing, hold, conference, transfer, etc. telephone and voice platform is closely related to the CTI functionality. [0082] MCP telephone network system allows the user to listen to the internet ー standard telephone network communication via the internet. 依据本发明,电话听网系统经由电话从客户接收语音输入信号,电话听网系统通过一信号来起始ー网际网络会话,来自网际网络的一网页送到电话听网系统,电话听网系统把选出的页次部分转换至话语并把含有话语的信号经由电话送至客户。 According to the present invention, the system receives a telephone network to listen to speech input signal from the client via the telephone, the telephone network system to listen to initiate a session via the Internet ー signal, a Web page from the Internet network to listen to the telephone system, the telephone system to listen to the network Page selected to convert part of the discourse and the signal containing the words sent to the customer via telephone.

[0083] MCP电话上网听网系统采用浏览器/服务器(Browser/Server) B/S架构实现对业务数据的查询、录入、修改等操作,以及通过接ロ实现和其他业务系统的数据互通、流转、调用等业务功能;可以通过WEB插件的方式将网页发布到服务器上,也可以作为外挂系统,通过内嵌WEB浏览器与C/S主体架构进行集成和整合。 [0083] MCP telephone Internet listen network system using browser / server (Browser / Server) B / S architecture for inquiry, entry, modification and other operations of business data, as well as through an access ro implementation and data exchange systems in other services, transfer calls and other business functions; you can publish your page through wEB plug-in to the server, or as a plug-in system integration and integration through embedded wEB browser and the C / S main structure. 应用服务器作为电话听网系统C/S结构的服务器和B/S结构的服务器可以是ー个或多个物理设备,提供各种应用服务,声频浏览系统的选择转译装置及其単元视同应用服务器。 Listening to the application server as a telephone network server system C / S configuration of the server and the B / S structure can be ー or more physical devices, to provide various application services, translation selecting means and the audio browsing system application server as if radiolabeling Element .

[0084] 细化《图2本发明的MCP电话上网听网系统的高阶方块图》即得到《图5本发明的ー个MCP电话上网听网系统结构图》,下文详述。 [0084] Refinement "MCP phone 2 of the present invention is to listen to the network access system block diagram of the high-order" to obtain "MCP FIG ー a telephone network system configuration Internet listen FIG invention", described in detail below.

[0085] 实施例2 [0085] Example 2

[0086] ー个MCP电话上网听网系统的详细结构、相互联接及实现 [0086] MCP ー a telephone to listen to the detailed structure of the Internet network systems, interconnected and implementation

[0087] 对照《图5 —个MCP电话上网听网系统结构图》,単元沿用现有技术的名称便于对照。 [0087] Control "Figure 5 - a MCP Internet telephone network system configuration diagram listen", the prior art follow radiolabeling element name easy to control.

[0088] MCP电话上网听网系统在实现上可重组整合现有技术的声频浏览与呼叫中心,移植呼叫中心的単元并增加新模块用作联线顾问装置。 [0088] MCP Internet telephone system on a network to listen to achieve recombination prior art integrated audio browsing and call centers, call center radiolabeling membered transplant and adding new modules as on-line advisor.

[0089] 现有声频浏览系统及选择转译装置智能型代理器IA,包括一话语辨识引擎(SRE)、一文本至话语转换引擎(TTS)、了解网页内容和使用者讲说语音两者的一了解単元(UU),及一交易处理单元(TPU)。 [0089] existing audio system and select Browse translation device intelligent agent IA, including a Word recognition engine (SRE), a text-to-Word conversion engine (TTS), both to understand and speak the voice of a user and web content Learn radiolabeling yuan (UU), and a transaction processing unit (TPU). 參看《图3现有声频浏览系统结构图》 Referring to "FIG. 3 conventional audio browsing system configuration diagram"

[0090] 现有呼叫中心比较简单的如前述200810182621专利申请及《图4 一个现有呼叫中心结构图》。 [0090] Existing call centers, such as the relatively simple and Patent Application 200810182621 "FIG. 4 configuration diagram of a conventional call center."

[0091] 综合呼叫中心如200710188138.9专利《ー种新一代呼叫中心系统及自动业务实现方法》: [0091] The integrated call center Patent 200710188138.9 "ー species generation systems and automated call center operational methods":

[0092] 系统基本网元主要包括:软件自动话务分配(SoftAO), Software Automatic CallDistributor)设备、多媒体网关(Mult1-Media GW)、CTI设备、交互式语音响应系统(IVR,Interactive Voice Response)或媒体服务器(MS,MediaServer)、短信/彩信服务器SMS/MMS (Short Message Service/Multimedia Messaging Services)、座席(Agent)、应用服务器(AS, Application Server) /多媒体AS等。 [0092] The main system-yl network element comprising: software Automatic Call Distribution (SoftAO), Software Automatic CallDistributor) device, a multimedia gateway (Mult1-Media GW), CTI equipment, an interactive voice response system (IVR, Interactive Voice Response) or media server (MS, MediaServer), SMS / MMS server SMS / MMS (Short message Service / multimedia Messaging Services), the agent (Agent), application servers (AS, application server) / AS and other multimedia. 其中,SoftACD设备与软交换(SS)、公共交换电话网络(PSTN)等网络连接,多媒体GW与Internet、短信、彩信业务等网络连接。 Which, SoftACD equipment and Softswitch (SS), public switched telephone network (PSTN) and other network connections, multimedia GW and the Internet, SMS, MMS and other network connections.

[0093] A⑶包括SoftA⑶软件自动呼叫分配,仍有称为排队设备,位于接入层,兼具宽窄带一体化接入能力,为语音、传真及视频呼叫提供统ー的接入控制和媒体资源功能。 [0093] A⑶ SoftA⑶ comprises automatic call distribution software, the device is still referred to as queuing, at the access layer, the integration of both broadband and narrowband access capabilities, the system provides ー voice, fax and video call control and media access resources Features. ACD设备的主要功能模块包括:接入与呼叫模块、媒体资源模块和维护管理模块。 The main function modules ACD devices include: access and call module, a media resource module and maintenance management module. 接入控制模块用于实现各种呼叫的统ー接入,将来自不同网络的呼叫映射为统ー的呼叫模型,将呼叫事件通过标准协议接口上报给CTI设备,并在CTI设备的控制下完成呼叫的语音或视频多媒体通道的控制处理,如转接,保持、咨询、三方会议等;从而实现对异构网络的统ー呼叫处理。 Access control module for implementing various ー access system call, the call is from a different network maps ー call model system, the call event will be reported to the interface device through the CTI standard protocols, and completed under the control of the CTI device Display control processing channel voice or video call, such as transfer, hold, advising, three-way conferencing; ー call processing system to achieve heterogeneous network. 媒体资源模块提供“欢迎词”、“排队等待音”等基本信号播放,及DTMF收号、会议桥等。 Media Resource Module provides a "Welcome", "waiting tone" basic signal playback and DTMF and conference bridges.

[0094] CTI设备,作为核心控制设备,负责对下层上报的呼叫接入请求提供增强排队和路由控制服务,对座席、IVR等平台资源进行统ー的调度和管理。 [0094] CTI equipment, as the core control equipment, is responsible for a call access request is lower reported to provide enhanced services to control queuing and routing of internet resource agent, IVR systems like scheduling and management of ー. CTI设备支持多种路由策略,如根据座席状态(如空闲时间、回答时间、回答次数等)选择策略、根据客户信息(如主被叫号码、客户要求等)优先策略和根据座席技能等级优先策略,并且能够根据技能组、呼叫排队情況、时间,日期等自动调整排队策略。 CTI device supports multiple routing strategies, such as selection policy based on agent status (such as idle time, time to answer, answer number, etc.), according to the customer information (such as the called number, customer requirements, etc.) and the level of priority policy priority strategy based on agent skills and can automatically adjust the skill queuing policy group, call queuing, the time, date, etc. according to. CTI设备通过资源标识号码将路由目标下发给下层接入设备,资源标识号码需与座席/IVR —一对应。 CTI device identification number will be sent through the resource access device underlying routing objectives, resources required with the agent identification number / IVR - one correspondence. CTI设备能够根据座席或IVR设备上报的各种事件,完成对座席和IVR/MS资源端ロ进行监控、维护与分配,实现多语言、多媒体包括短信、WEB、传真、视频等排队策略,完成呼叫的统一“增强型”排队策略。 CTI device according to various events can be an agent or IVR device reported, the completion of agents and IVR / MS end ro resources for monitoring, maintenance and distribution, multi-language, multi-media including SMS, WEB, fax, video and other queuing strategies to complete the call unity "enhanced" queuing policy. CTT可对实时性(语音、视频、Web chat等)和非实时性呼叫(短信、Email、FAX等)进行统一排队,井根据综合排队策略决定如何分配至坐席。 CTT may be unified queuing for real-time (voice, video, Web chat, etc.) and non-real-time call (SMS, Email, FAX, etc.), well decide how to allocate seats to line up according to the comprehensive strategy.

[0095] A⑶向CTI发送路由请求后,在CTI控制下,A⑶发起到IVR的语音或视频媒体通道建立请求,IVR响应请求后,经A⑶的控制,用户与IVR间建立语音或媒体通道通道。 After [0095] A⑶ sends a routing request to the CTI, in the CTI control, A⑶ initiates IVR voice or video media channel establishment request, the IVR response to the request, via the control A⑶, and between users and the IVR to establish voice or media channel channel. 其间的多次呼叫控制变化均以事件形式经过标准接口上报CTI。 Several times during the call control change events are reported in the form of a standard interface through CTI. 用户与IVR间建立媒体通道后,IVR向用户终端播放视频送欢迎短片等。 After establishing a media channel between the user and the IVR, IVR played to the user terminal to send video clips, etc. welcome. 用户按键选择人工服务时,IVR检测到用户按键输入,停止当前的视频播放、将呼叫控制权转移给CTI。 When the user selected manual service key, IVR user key input is detected, to stop the current video playback, transferring the call control to the CTI. 如视频座席全忙,则CTI经ACD再次将呼叫控制权交给IVR,由IVR向用户播放视频排队短片(如广告等)。 Video seats are all busy, the CTI by the ACD call control to the IVR again, play video clips queue (such as advertising, etc.) to the user by the IVR. 有座席空闲后,CTI向ACD下发请求,呼叫话路转接至特定座席,ACD收到操作请求后,给CTI上报事件,由ACD控制进行媒体流改向,建立用户与座席话务员的视频通道。 After there idle seat, CTI retransmission request to the ACD, call forwarding to voice channel specific agent, the ACD receives the operation request, to the CTI reporting event, a media stream redirected by the ACD control, user agent to establish a video channel attendant .

[0096] 现有呼叫中心坐席及应用服务,如200810182621专利申请: [0096] Existing call center agent services and applications, such as patent applications 200810182621:

[0097] 坐席単元提供服务界面,基于坐席的操作向CT1、应用服务器等发送操作请求、返回操作結果。 [0097] The service interface unit provides radiolabeling agent, based on the operation of the agent to send an operation request CT1, application servers, the operation returns the result. 坐席系统通过标准CTI接ロ、Web接ロ等与CTI服务器、应用服务器等相应模块完成各项功能的提供和集成。 CTI bonding agent system via a standard ro, ro the like corresponding to the Web access module CTI servers, application servers and the like to provide complete integration of functions. 其中,通过CTI接ロ实现与CTI服务器各类消息的传递,使话务员通过人工服务界面可以实现电话接听、挂断、保持、电话会议、电话转移等操作。 Which, by CTI CTI server access ro Implementation and deliver all types of messages, so the operator can be achieved by manual telephone answering service interface, drop, hold, conference calls, phone transfer and other operations. 通过在坐席系统的客户端中内嵌浏览器,将业务部门的业务处理流程链接到坐席系统中,可以方便的将业务与电话功能进行集成,使话务员能够在同一人エ服务界面中进行多种业务功能的操作。 Through the embedded client agent system browser, the business department of business processes linked to the agent system, business and telephony functions can easily be integrated, so that the operator can perform a variety of services in the same person Ester interface operating business functions. 此外,通过数据交互接ロ,可以将CTI传送到坐席端的消息參数,作为相应应用接ロ的入口參数,例如从CTI传送主叫号码到坐席端,人工服务界面可以根据主叫号码显示对应的客户信息等。 Further, the data exchange connection ro, CTI may be transmitted to the seat terminal message parameters, parameters are applied as respective inlets connected ro, e.g. calling number transmitted from the agent terminal to the CTI, manual service interface may display the calling number in accordance with the corresponding the customer information.

[0098] 坐席系统的服务界面包含CTI功能区、菜单区、公告显示区、客户信息区、状态区和操作区。 [0098] seats CTI system service interface includes the Ribbon, menu area, bulletin display area, customer information area, region and state operating area. CTI功能区实现话务员签入、签出、开始/结束静音、示忙/示闲、电话接听、挂断、报号、呼叫保持/取保持等与CTI相关的功能。 CTI ribbon achieve attendant to check in, check out, the start / mute end, a free / busy shown, telephone answering, hanging up, the reported number, call hold / take hold functions associated with CTI. 菜单区实现系统管理、公告管理、エ单处理、日志查询、知识库等功能的操作。 Menu area for system management, bulletin management, order processing Ester, operational functions log, knowledge and so on. 客户信息区用于显示当前通话客户的信息,例如客户姓名、呼叫时间、用户类型、社区信息等。 Customer information area displays the current call customer information such as customer name, call time, type of user, community information. 状态栏用于显示当前状态信息,例如显示话务员エ号、登录时间、坐席号、坐席状态、当前时间等。 The status bar displays the current status information, for example operator display Ester number, login time, seat number, agent status, current time. 操作区将不同的业务应用服务集合在ー个区域内,是整个界面的核心部分,用于实现业务各项操作,例如号码查询、指路服务、通信录管理、餐馆预订、机票预订、酒店订房等。 Operating area different set of business applications and services within ー regions, is the core of the entire interface for the realization of business operations, such as directory inquiry, guiding service, address book management, restaurant reservations, air ticket booking, hotel reservation Wait. 该操作区包括服务选择区、操作区、操作结果区、子服务选择区和业务功能区。 The operating area includes service selection area, operating area, the operating result area, select the sub-region and business service functional areas. 在操作区中,话务员可以根据客户需求通过服务选择区来选取相应的界面,切換不同服务。 In the operation area, the operator may be based on customer needs to select the corresponding service selection interface area by switching different services. 当话务员进行的信息服务还有子服务时,可通过子服务器选择区中子服务选择按钮,切換不同的子服务。 When there are information service operator for sub-service, service selection button neutron server selection sub-regions, different sub-switching service.

[0099] 应用服务器可以是ー个或多个物理设备,提供各种应用服务。 [0099] The application server may be one or more physical devices ー provide various application services. 应用服务器接收来自CT的呼叫信息,将呼叫信息发送到坐席系统;接收来自坐席系统的操作请求,将操作结果返回坐席系统;应用服务器作为服务器,把数据库服务器中的数据库信息与坐席系统的客户端连接在一起,实现各种业务功能,这样减少坐席系统上客户端程序的大小和复杂性,能够更好的控制数据流,提高性能,为数据通信和用户通信提供更好的安全保障。 The application server receives the call information from the CT, and transmits the call information to the agent system; receiving the operation request from the agent system, the operation result returned agent system; the application server as a server, the customer database server database information agent system end connected together to achieve various business functions, thus reducing the size and complexity of the agent on the client system, to better control the flow of data to improve performance and provide better security and user communication data. 数据库服务器用于存储用户属性数据和/或业务数据。 The database server for storing user attribute data and / or traffic data. 数据库服务器存储为应用程序提供查询、更新、事务管理、索引、高速缓存、查询优化、安全及多用户存取控制等服务。 The database server provides storage for the application queries, updates, transaction management, index, cache, query optimization, security and multi-user access control and other services. 数据库服务器可以在应用服务器上实现,或者和应用服务器整合为一体。 The database server can be implemented on an application server or application server and integrated into one.

[0100] MCP电话上网听网系统在实现上可重组整合现有技术的声频浏览与呼叫中心,移植呼叫中心的単元并增加新模块用作联线顾问装置。 [0100] MCP Internet telephone system on a network to listen to achieve recombination prior art integrated audio browsing and call centers, call center radiolabeling membered transplant and adding new modules as on-line advisor.

[0101] ー个MCP电话上网听网系统的实例,对照《图5 —个MCP电话上网听网系统结构图》,単元沿用现有技术的名称便于比较,图中粗框单元明示比现有技术增加了模块、半连续框单元明示比现有技术简约;參看《图3现有声频浏览系统结构图》、《图4 一个现有呼叫中心结构图》。 [0101] MCP ー a telephone network access system to listen example, control "in FIG. 5 - a MCP Internet telephone network system configuration diagram listen", the prior art follow radiolabeling element name comparison, FIG thick frame unit than in the prior art expressly increase module, a semi-continuous frame unit expressed simple than the prior art; see "FIG conventional configuration diagram of an audio browsing system," "FIG 4 a configuration diagram of a conventional call center."

[0102] ー个MCP电话上网听网系统包含SRE辨识、了UU解、TTS转换、TPU交易、ISP、ACD、CTI/IVR、顾问坐席、应用服务器、翻译等单元,局域网和/或广域网连接集成;各部分构成、相互联接、操作步骤及实现有: [0102] ー a MCP telephone Internet listen network system includes SRE identification, the UU solution, TTS conversion, TPU transactions, ISP, ACD, CTI / IVR, consultant agents, application servers, translation unit, LAN and / or WAN connectivity integrated ; each portion constituting mutual coupling, and implementation steps are:

[0103] 将原声频浏览的交易单元和呼叫中心的A⑶、CTI/IVR单元重组整合,IVR取代原交易単元答话机APU ;交易单元经由ISP与因特网通信。 [0103] The original audio browsing A⑶ transaction units and call centers, CTI / IVR unit recombinant integration, IVR radiolabeling membered substituted original transaction machine answer the APU; transaction units communicate with the Internet via the ISP.

[0104] A⑶耦合于客户电话、用于接入呼叫信号,经过协议转换把信号传送到CTI。 [0104] A⑶ coupled to telephone customers, for the incoming call signal, after converting the protocol transmits a signal to CTI. A⑶单元提供统ー的接入控制和媒体资源功能,在CTI的控制下完成呼叫的控制处理,如转接,保持、咨询、三方会议等,从而实现对异构网络的统ー呼叫处理;提供“欢迎词”等基本信令信号的播放、会议桥等。 A⑶ ー unit provides system access control and media resource function, completed under the control of a CTI call control process, such as transfer, hold, advising, three-way conferencing, call processing to achieve integration ー heterogeneous network; providing play "Welcome" and other basic signaling signal, conference bridges. 播欢迎词可调翻译单元的通告模块,通告客户可搜索外文/其他民族文信息并翻译为本国/本民族语言。 Greetings adjustable translation unit broadcast announcements module, customers can search foreign language notices / other peoples text information and translated into national / native language.

[0105] CTI/IVR负责对呼叫接入请求提供增强排队和路由控制服务,对顾问座席、IVR等平台资源进行统ー的调度和管理,IVR替代原交易単元的答话机APU,有客户、播音、顾问的三方话路。 [0105] CTI / IVR is responsible for call access request to provide enhanced queuing and routing control services platform resources consultant agent, IVR and other scheduling and management system ー's, IVR replace the original transaction radiolabeling yuan answer machine APU, a customer, broadcasting consultant tripartite session. CTI支持多种路由策略,如顾问座席状态(如空闲时间、回答时间、回答次数等)选择策略、客户信息(如主被叫号码、客户要求等)优先策略和顾问座席技能等级优先策略,并根据技能组、呼叫排队情况、时间/日期等自动调整排队策略。 CTI supports multiple routing strategies, such as consultants agent status (such as idle time, time to answer, answer number, etc.) selection strategy, customer information (such as the called number, customer requirements, etc.) and priority policy adviser agent skill level priority strategy, and queuing strategy automatically adjusts the skill set, call queuing, the time / date according to. CTI可以实现多语言、多媒体包括短信、WEB、传真、视频等排队策略,完成呼叫的统ー“增强型”排队策略,在处理外文、民族文请求时可优先分配至具有相应技能的顾问。 CTI may achieve multi-language, multi-media including SMS, WEB, fax, video and other queuing strategies, integration ー complete call "enhanced" queuing policy, priority allocation advisor to have the appropriate skills in dealing with foreign languages, ethnic Wen request. CTI接收呼叫信息传送到交易単元和各应用单元,CTI接收来自顾问坐席的呼叫控制指令,控制ACD对呼叫进行处理,并处理其他単元与A⑶之间的通讯。 CTI call information to the transaction receiving element and the respective application units radiolabeling, CTI call control instructions received from a consultant agent, the ACD call control processing, and other communication between the processing element and radiolabeling A⑶.

[0106] CTI/IVR还包含顾问模块,包含: [0106] CTI / IVR further comprising advisor module, comprising:

[0107] 顾问联线子模块,用于响应客户请求接通顾问和顾问主动接通客户;例如用户按键选择顾问帮助吋,IVR检测到用户按键输入,停止当前的播放、将呼叫控制权转移给CTI。 [0107] consultant on-line sub-module, configured to respond to customer requests is turned ON advisors and consultants active clients; e.g. consultants to help a user select a key inch, IVR user key input is detected, to stop the current playback, transferring the call control to CTI. 如顾问全忙,则CTI经A⑶再次将呼叫控制权交给IVR,由IVR向用户播放排队词(如广告等)。 Such as consultants all busy, the CTI by A⑶ call control to the IVR again, played to the user by the IVR queue word (such as advertising, etc.). 有顾问座席空闲后,CTI向ACD下发请求,呼叫话路转接至特定顾问座席,ACD收到操作请求后,给CTI上报事件,由ACD控制进行媒体流改向,建立用户与顾问座席顾问的通道。 After the consultants have spare seats, CTI issued a request to the next ACD, call forwarding to a specific session adviser agent, ACD after receipt of the requested operation, reporting to CTI events, for media stream redirected by the ACD control, to create a user agent and consultant consultant channel.

[0108] 三方交互子模块,联接顾问坐席、客户、播音的三方话路,可边听播音边会话,重复播音、随停随续。 [0108] tripartite exchange sub-module, a coupling agent consultants, customers, broadcast tripartite sessions, while listening to broadcast side session, repeat broadcasting, with the stop with continued.

[0109] 翻译单元,包含: [0109] translation unit, comprising:

[0110] 通告模块,用于通告客户可搜索外文/其他民族文信息并翻译为本国/本民族语言; [0110] announcement module, used to notify customers can search foreign language / culture other peoples information and translated into national / native language;

[0111] 需求翻译模块,用于将客户的信息翻译为相应的外文/其他民族文; [0111] demand translation module for customer information translated into corresponding foreign / other national culture;

[0112] 选出翻译模块,用于将选出的外文/其他民族文翻译为客户的文种。 [0112] select translation module for the selected foreign language / ethnic translation of text types for customers.

[0113] 所述客户的文种和外文包含南非荷兰语、阿尔巴尼亚语、阿拉伯语、白俄罗斯语、保加利亚语、加泰罗尼亚语、中文(简体)、中文(繁体)、克罗地亚语、捷克语、丹麦语、荷兰语、英语、爱沙尼亚语、世界语、菲律宾语、芬兰语、法语、加利西亚语、德语、希腊语、希伯来语、印地语、匈牙利语、冰岛语、印度尼两亚语、爱尔兰语、意大利语、日语、韩语、拉脱维亚语、立陶宛语、马其顿语、马来语、马耳他语、挪威语、波斯语、波兰语、葡萄牙语、罗马尼亚语、俄语、塞尔维亚语、斯洛伐克语、斯洛文尼亚语、西班牙语、斯瓦希里语、瑞典语、泰语、土耳其语、乌克兰语、越南语、威尔士语、意第绪语、亚美尼亚语、阿塞拜疆语、巴斯克语、格鲁吉亚语、古吉拉特语、海地克里奥尔语、卡纳达语、拉丁语、泰米尔语、泰卢固语、乌尔都语等 [0113] The text types and foreign customers include Afrikaans, Albanian, Arabic, Belarusian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech , Danish, Dutch, English, Estonian, Esperanto, Filipino, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, India and Nepal two Asian language, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak , Slovenian, Spanish, Swahili, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh, Yiddish, Armenian, Azerbaijani, Basque, Georgian, ancient Ji Late language, Haitian Creole, Kannada, Latin, Tamil, Telugu, Urdu, etc. 所述民族文包含汉、蒙、藏、維、哈、塔、#、水、朝、傣文等。 The text includes ethnic Han, Mongolian, Tibetan, Uygur, Kazak, tower, #, water, North Korea, Dai language and so on.

[0114] 辨识单元SRE把客户的语音信息转换成文本,如客户有需求,翻译单元的需求翻译模块将客户的信息翻译为需求的外文/其他民族文。 [0114] The recognition unit SRE convert customer voice into text information, such as customer demand, the demand for translation unit translation module translates the client's information needs of foreign language / culture of other nations.

[0115] 了解単元UU可操作来决定网页的哪部份为绘图、哪部份为ー动态广告、哪部份为一交互性程序,哪个文本是对-URL的链接等等并据此作決定。 [0115] understand radiolabeling yuan UU is operable to determine which part of the page is a drawing, which is part ー dynamic advertising, which is a part of the interactive program, which is a text link -URL and so on and make decisions accordingly . 了解単元UU使用一语言处理引擎来了解从客户接收的多重单字。 Learn radiolabeling yuan UU using a multi-language processing engine to understand the word received from the client. 为了了解使用者的命令,了解単元UU使用SRE来把使用者的命令转换成文本。 In order to understand the user's command, UU understand radiolabeling using SRE element to convert the user into a text command. 在把网页文本经由电话送到使用者前,了解単元UU使用TTS单元选择地把文本转换至话语。 Before the text of the page to the user via the telephone to understand the radiolabeling using TTS unit UU element selectively convert the text to speak. 通过产生网页的ー完整声频代表,了解単元UU允许使用者与网际网络网页交互。 By producing a complete audio web page ー frequency representative for radiolabeling yuan UU allows the user to interact with the Internet web page. 如果网页包括如Java程序的一动态程序来计算例如ー抵押付款,则UU将在IA内执行程序并描述可能被ー传统视觉浏览器产生的显示。 If the page includes dynamic program such as a Java program to calculate mortgage payments ー for example, the procedure will be performed within the UU IA and descriptions may be displayed ー traditional visual browser produced. 也可使用UU来辨认并解译声频格式化资料,包括声频超文本标示语言(HTML)标签。 UU also be used to identify and interpret the audio format information, including audio Hypertext Markup Language (HTML) tags. 在把网页文本经由电话送到客户前,如前面做了需求翻译,则选出翻译模块将选出的文本翻译为客户需要的文种。 Before the page text via telephone to the customer, as previously done translation demand, the selected text types selected text translation module translates customer needs.

[0116] TTS转换单元包含: [0116] TTS converting unit comprising:

[0117] 语种模块,含翻译单元所述各语种子模块; [0117] language module, sub-module for each language containing a translation unit;

[0118] 中国民族文模块,含翻译单元所述各民族文文子模块: [0118] Chinese national culture module, the translation unit containing the text of each national culture sub-modules:

[0119] 汉语方言模块,含萼、闽南、潮州语子模块。 [0119] Chinese dialects module containing calyx, Taiwanese, Chaozhou language submodules.

[0120] TTS按需把文本包含外文/其他民族文转换至话语。 [0120] TTS-demand to include foreign language text / text conversion to other ethnic discourse.

[0121] 应用服务器用于提供各种业务,应用服务器接受来自CTI的呼叫信息,发送客户请求到顾问坐席;应用服务器也存储用户属性数据和各単元的业务数据,为应用程序和顾问坐席提供查询、更新、事务管理、索引、高速缓存、查询优化、安全及多用户存取控制等服务。 [0121] The application server for providing various services, application servers accept calls from the CTI information, send client requests to the consultant agent; application server also stores user attribute data and the traffic data for each element radiolabeling, and provide access for the application consultant agent , updates, transaction management, index, cache, query optimization, security and multi-user access control and other services. 应用服务器接收来自顾问坐席的操作请求,将操作结果返回顾问坐席。 The application server receives an operation request from a consultant agent, consultant agent returns the operation result.

[0122] 应用服务器并增加记录模块,包含: [0122] the application server and to increase the recording module, comprising:

[0123] 客户记录子模块,用于记录客户档案; [0123] submodule customer records, customer profiles for recording;

[0124] 业务记录子模块,用于记录上网听网信息; [0124] business records sub-module for recording to listen to Internet Network Information;

[0125] 顾问坐席単元,提供统ー的界面、搜索引擎、上网听网应用程序接ロ,通过顾问服务界面可以实现电话接听、挂断、保持、电话会议、电话转移等操作。 [0125] adviser agent radiolabeling yuan, providing unified ー interface, search engines, Internet access ro listen to network applications can be achieved by answering consultancy services interface, drop, hold, conference calls, phone transfer and other operations. 界面包含CTI功能区、菜单区、公告显示区、客户信息区、状态区和操作区。 CTI interface includes the Ribbon, menu area, bulletin display area, customer information area, region and state operating area. CTI功能区实现顾问签入、签出、开始/结束静音、示忙/示闲、电话接听、挂断、报号、呼叫保持/取保持等与CTI相关的功能。 CTI functional areas to achieve consultants check in, check out, start / end mute, a free / busy show, telephone answering, hang up, the reported number, call hold / take hold functions associated with CTI. 菜单区实现系统管理、公告管理、エ单处理、日志查询、知识库等功能的操作。 Menu area for system management, bulletin management, order processing Ester, operational functions log, knowledge and so on. 客户信息区用于显示当前通话客户的信息,例如客户姓名、呼叫时间、用户类型、社区信息等。 Customer information area displays the current call customer information such as customer name, call time, type of user, community information. 状态栏用于显示当前状态信息,例如显示顾问エ号、登录时间、坐席号、坐席状态、当前时间等。 The status bar displays the current status information, such as display consultant Ester number, login time, seat number, agent status, current time. 操作区将不同的上网听网应用服务集合在ー个区域内,是整个界面的核心部分,用于调控上网听网各项操作。 The operating area of ​​the Internet to listen to a different set of network application services within ー regions, is the core of the entire interface for the regulation of the Internet to listen to the network operation. 该操作区包括服务选择区、操作区、操作结果区、子服务选择区和上网听网功能区。 The operating area includes service selection area, operating area, the operating result area, sub-service selection area network and the Internet to listen to functional areas. 在操作区中,顾问可以根据客户需求通过服务选择区来选取相应的界面,切換不同服务。 In the operating area, in accordance with customer demand consultant can select the appropriate service selection interface area by switching different services. 当顾问进行的信息服务还有子服务时,可通过子服务器选择区中子服务选择按钮,切換不同的子服务。 When the information services of consultants as well as sub-service, service by neutron select button to select the sub-region server, switch to a different sub-services.

[0126] 顾问坐席单元还包含: [0126] consultant agent unit further comprising:

[0127] 三方会话模块,有联接顾问坐席、客户电话、播音的三方话路;通过数据交互接ロ,可以将CTI传送到坐席端的消息參数,作为相应应用接ロ的入口參数,例如从CTI传送主叫号码到顾问坐席端,顾问服务界面可以根据主叫号码显示对应的客户信息等。 [0127] three-way conversation module, a coupling agent consultants, customer calls, tripartite session broadcast; ro connected by data exchange, the CTI message may be transmitted parameter seat side, an inlet connected to the respective applications parameters ro, e.g. from transmitting the calling number to the CTI end consultant agent, consultancy service interface may be displayed according to the customer information corresponding to the calling number and the like.

[0128]帮助模块,联接多媒体信息、联接系统调控;基于顾问的操作向各单元发送操作请求、返回的操作結果。 [0128] Help module, coupled to the multimedia information, the regulation of the coupling system; send operation request to each unit based on the operation consultant returned operation result. 通过标准CTI接ロ、Web接ロ等与CTI服务器、应用服务器等相应模块完成各项功能的提供和集成。 Ro by standard CTI connection, and the like corresponding to the Web access module ro CTI servers, application servers and the like to provide complete integration of functions. 其中,通过CTI接ロ实现与CTI服务器各类消息的传递。 Among them, connected by CTI CTI server ro achieve transmission and all kinds of messages. 通过在坐席系统的客户端中内嵌浏览器,将上网听网处理流程链接到顾问坐席単元中,可以方便的将上网听网与电话功能进行集成,使顾问能够在同一顾问服务界面中进行多种上网听网功能的操作。 Through the embedded browser in the client agent system, the Internet to listen to network processing flow linked to consultant agents radiolabeling yuan can easily be online to listen to network and telephony functions be integrated, so that consultants can carry out more than in the same consultancy services interface kind of listen to the Internet network operating functions.

[0129] 实施例3[0130] ー个MCP电话上网听网方法的详细步骤与实现,对照《图7 —个MCP电话上网听网方法的流程图》 [0129] Example 3 [0130] Detailed procedure to browse the Internet network to listen to a method, a control ー MCP telephone "Figure 7 - a flowchart MCP telephone network access method listen"

[0131] 00804298专利声频浏览方法,包含建立链路、传输信号、产生响应(包含选择转译的解译、辨识、游历接收、处理、选出、转换等)的详细步骤为: [0131] Step detailed Patent 00804298 audio browsing method, comprising establishing a link, the transmission signal, generating a response (including the selected interpretation translation, identification, traveled receiving, processing, selecting, conversion, etc.) is:

[0132] SI和S2呼叫IA2的一使用者电话由TPU内的APU来回应 [0132] SI and S2 a user's telephone call IA2 response to the APU in the TPU

[0133] S3检查使用者的身份和密码后 Identity and password after [0133] S3 checks the user's

[0134] S4TPU询问使用者用于存取的-URL [0134] S4TPU asking the user for accessing the -URL

[0135] S5使用TPU产生对传统ISP的连接 [0135] S5 TPU produced using the traditional connection of ISP

[0136] S6上网并收到网页后 After the [0136] S6 and receive Internet pages

[0137] S7网页被UU解译 [0137] S7 web page is interpreted UU

[0138] S8UU说出网页的正确文本经由电话予使用者 [0138] S8UU say the correct text pages to users via telephone

[0139] S6至S8被重复直到在选择决定步骤S9中使用者不继续选择至新URL的链路并在选择决定步骤Sio中停止要求额外URL为止。 [0139] S6 to S8 are repeated until the decision in step S9, selecting a user does not continue to select a link to the new URL and selecting decision step Sio stopped until the required additional URL.

[0140] SllTPU终止对电话和网际网络两者的连接。 [0140] SllTPU terminate the connection to both the telephone and the Internet.

[0141] 现有呼叫中心坐席联线客户实现业务的方法,如200710188138.9专利ー种新ー代呼叫中心自动业务实现方法,包括: Method [0141] Existing call center agents to achieve on-line customer services, such as new types 200710188138.9 Patent ー ー generation call center operations automatically implemented method, comprising:

[0142] A,用户发起呼叫,软交换ss发送Invite消息到自动呼叫分配A⑶设备; [0142] A, the user initiates a call, ss softswitch sends an Invite message to the automatic call distribution equipment A⑶;

[0143] B,A⑶设备发送路由请求事件到计算机电话集成CTI设备; [0143] B, A⑶ device transmits the route request event to the CTI computer telephony integration device;

[0144] C,CTI设备选择路由并回送路由选择寒件给A⑶设备; [0144] C, CTI routing device sending back the pieces to a cold A⑶ routing device;

[0145] D,A⑶设备发送传送事件到CTI设备; [0145] D, A⑶ transmitting device transmits the event to the CTI device;

[0146] E, CTI设备发送应答请求事件到座席; [0146] E, CTI device sends an acknowledgment to the request event agent;

[0147] F,座席应答,回送应答请求给CTI设备,应答请求中携帯媒体类型參数,缺省为语 [0147] F, answered by an agent, transmits a response request to CTI device, in response to a request to bring Bands media type parameters, default language

曰; Said;

[0148] G,CTI设备发送应答成功事件; [0148] G, CTI device sends an acknowledgment successful event;

[0149] H,A⑶设备发送Invite消息给座席软PHONE [0149] H, A⑶ Invite message to the agent device sends the soft PHONE

[0150] I,座席软PHONE回送振铃消息; [0150] I, soft seats PHONE echo ringing message;

[0151 ] J,A⑶设备回送振铃消息给软交换; [0151] J, A⑶ apparatus ringing message sent back to the soft switch;

[0152] K,座席发送2000K消息到软件自动呼叫分配SOFTA⑶设备; [0152] K, 2000K message to send agent software SOFTA⑶ automatic call distribution apparatus;

[0153] L, A⑶设备送2000K消息到软交换; [0153] L, A⑶ device 2000K message sent to the soft switch;

[0154] M,软交换回送响应消息到A⑶设备; [0154] M, the softswitch sends a response message back to A⑶ device;

[0155] N,A⑶设备回送响应消息到座席; [0155] N, A⑶ device sends a response message back to agent;

[0156] 0,用户和座席建立通话后,座席根据用户要求向应用服务器发送数据请求消息; [0156] 0, and the user agent to establish a call, the agent sends a data request message to the application server according to user requirements;

[0157] P,应用服务器回送数据请求应答消息。 [0157] P, the application server returns a data response request message.

[0158] 本领域的并行方法和系统如99106400.3专利IBM公司《统ー资源定位器的并行选择方法及其系統》:从浏览器窗口中显示的ー个或多个网页中选择多个嵌入式链接,并且并行地处理多个嵌入式链接,还有并行显示、并行打印、并行下载等。 [0158] Parallel methods and systems of the art, such as IBM's Patent No. 99106400.3 "resource locator system ー selection method and a system of parallel": select one or more of the plurality of pages from the embedded links ー displayed in the browser window and the parallel process multiple embedded links, as well as parallel display, parallel printer, parallel downloads.

[0159] 现有综合呼叫中心系统有并行功能,包含多用户并行、同一用户的多任务并行等。 [0159] Existing call center systems have integrated functions in parallel, comprising parallel multi-user, multi-tasking the same user and the like.

[0160] ー个MCP电话上网听网方法的详细步骤与实现: [0160] detailed procedures and implementation of network access methods ー listen to a MCP Tel:

[0161](对照《图7 —个MCP电话上网听网方法的流程图》)[0162] 客户呼叫电话听网服务提供者的号码 [0161] (control "Figure 7 - a flow chart of MCP listen to Internet telephone network method") number [0162] to listen to the customer telephone call network service provider

[0163] SlO建立链路A⑶接通客户电话,IVR播欢迎词(中文播音可由客户选粤、闽南、潮州语等方言)告知客户使用方法(可随时按键请求联线顾问帮助;可捜索、翻译外文/民族文信息等);应用服务器记录客户信息,业务信息。 [0163] SlO to establish a link A⑶ turned on customer calls, IVR broadcast Greetings (Chinese broadcast selected by the customer Guangdong, southern Fujian, Chaozhou dialects) to advise customers to use (on-line at any time request a key adviser to help; can Dissatisfied with Cable, translation foreign language / ethnic text information, etc.); application server record customer information, business information.

[0164] 所述(含下文)外文包含南非荷兰语、阿尔巴尼亚语、阿拉伯语、白俄罗斯语、保加利亚语、加泰罗尼亚语、中文(简体)、中文(繁体)、克罗地亚语、捷克语、丹麦语、荷兰语、英语、爱沙尼亚语、世界语、菲律宾语、芬兰语、法语、加利西亚语、德语、希腊语、希伯来语、印地语、匈牙利语、冰岛语、印度尼西亚语、爱尔兰语、意大利语、日语、韩语、拉脱维亚语、立陶宛语、马其顿语、马来语、马耳他语、挪威语、波斯语、波兰语、葡萄牙语、罗马尼亚语、俄语、塞尔维亚语、斯洛伐克语、斯洛文尼亚语、西班牙语、斯瓦希里语、瑞典语、泰语、土耳其语、乌克兰语、越南语、威尔士语、意第绪语、亚美尼亚语、阿塞拜疆语、巴斯克语、格鲁吉亚语、古吉拉特语、海地克里奥尔语、卡纳达语、拉丁语、泰米尔语、泰卢固语、乌尔都语等;所述 [0164] The (including hereinafter) comprising Afrikaans English, Albanian, Arabic, Belarusian, Bulgarian, Catalan, Chinese (simplified), Chinese (traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Esperanto, Filipino, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish , Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian , Spanish, Swahili, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh, Yiddish, Armenian, Azerbaijani, Basque, Georgian, Gujarati , Haitian, Kannada, Latin, Tamil, Telugu, Urdu and the like; 民族文包含汉、蒙、藏、維、哈、塔、彝、7JC、朝、傣文等。 National culture include the Han, Mongolian, Tibetan, Uygur, Kazak, tower, Yi, 7JC, North Korea, Dai language and so on.

[0165] S20客户说出命令,应用服务器记录客户信息,业务信息。 [0165] S20 customers say the command, the application server record customer information, business information.

[0166] S21CTI检测客户是否请求联线顾问帮助。 Whether [0166] S21CTI detect customer requests on-line consultant help.

[0167] S30CTI响应客户申请,顾问可主动联线帮助客户、接通联线顾问与客户交流,联线顾问通过坐席调用其他各単元及相关信息以帮助客户,可重播音、随停随续,边听播音边会话(三方会话);应用服务器记录客户信息,业务信息。 [0167] S30CTI response to customer request, the consultant can take the initiative on-line to help customers turn on-line consultant with customers, on-line consultants to help customers, replay the sound through agents call other various radiolabeling yuan and related information, with the stop with continued, while listening to the broadcast side session (three-way conversation); application server record customer information, business information.

[0168] S40辨识单元SRE解译客户的命令信息,如客户有翻译需求将客户的信息翻译为需求的外文/民族文,UU 了解单元执行客户的命令连接ISP上网搜索得到相应的网页并选出文本,如前有翻译则将选出的外文/民族文翻译为客户的文种,播音给客户;应用服务器记录客户信息,业务信息。 [0168] S40 recognition unit SRE interpret customer order information, such as customer demand will translate customer information translated into a foreign language / ethnic culture needs, UU unit to understand the implementation of customer orders connect to your ISP to get Internet search page and select the appropriate text, such as translating a foreign language will be selected / ethnicity translation of text types for the customer, broadcasting to the customer before; application server record customer information, business information.

[0169] S41CTI检测客户是否请求联线顾问帮助。 Whether [0169] S41CTI detect customer requests on-line consultant help.

[0170] S50CTI响应客户申请,顾问可主动联线帮助客户,接通联线顾问与客户交流,联线顾问通过坐席调用其他各単元及相关信息以帮助客户,可重播音、随停随续,边听播音边会话(三方会话);应用服务器记录客户信息,业务信息。 [0170] S50CTI response to customer request, the consultant can take the initiative on-line to help customers turn on-line consultant with customers, on-line consultants to help customers, replay the sound through agents call other various radiolabeling yuan and related information, with the stop with continued, while listening to the broadcast side session (three-way conversation); application server record customer information, business information.

[0171] S60客户如选择停止转61 ;否则转步骤S20…… [0171] S60 as customers select switch 61 stops; otherwise, turn to Step S20 ......

[0172] S61中断电话连接。 [0172] S61 interrupt telephone connection.

[0173] 建立链路以后,各步骤及其子步骤前后之间可部分并行,即前续步骤进行之中即可开始并进行后续步骤,不必全部完成前续步骤才进行后续步骤。 [0173] After establishing the link, may be partially in parallel between the front and rear of each sub-step and step, i.e., to start and subsequent steps being carried out prior to subsequent steps, not necessarily completed before the subsequent steps before the next steps. 如步骤S40的响应子步骤:得到网页即开始选出、选出第一页即开始转换播音,对第1,2,…,N-1,N,N+1,…,M个网页,得到N+1页、选出N页、转换播音N-1页可并行,不必得到M页才开始选出,也不必选完M页才开始转换播音。 The sub-step S40 in response to the step of: selecting began to get the page, the first page is selected, transition begins broadcasting, the first 1,2, ..., N-1, N, N + 1, ..., M pages, to give page N + 1, N is selected page, page N-1 conversion broadcasting parallel, not necessarily chosen to give M p began, M is selected from the page do not complete the conversion began broadcasting.

[0174] 按照上述方法,ー个用户电话听网美国网站3A电脑价格的实例: [0174] According to the above method, ー phone users to listen to the American network site computer prices 3A examples:

[0175] 參照《图7 —个MCP电话上网听网方法的流程图》 [0175] Referring to "Figure 7 - a flowchart of a method of network access listen MCP telephone"

[0176] 客户呼叫电话听网服务提供者的号码 [0176] telephone call to listen to the customer network service provider number

[0177] SlO建立链路、A⑶単元接通客户电话。 [0177] SlO to establish a link, A⑶ radiolabeling yuan turned on customer calls. IVR播“电话听网欢迎您,请说您想听的内容。我们可搜索外文/其他民族文信息并翻译为您的语言,如需顾问帮助请随时按0” ;应用服务器记录客户信息,业务信息。 IVR broadcast "listen to the telephone network Welcome, please say what you want to hear we can search foreign language / ethnic information and text translated into your language, please do not hesitate If you need consultants to help press 0."; Application server record customer information, business information. [0178] S20客户:“查美国商店的中国3A电脑价格,播粤语”;应用服务器记录客户信息,业务信息。 [0178] S20 Customer: "US stores in China to check prices 3A computer, broadcast in Cantonese"; application server record customer information, business information.

[0179] S40辨识单元SRE解译客户的命令,翻译单元译为美国英文,UU 了解单元执行命令连接ISP上网搜索得到相应的网页并选出文本,翻译为中文,粤语播音给客户“我们查到美国10个店的100种中国3A电脑价格,如需顾问帮助可随时按0键,下面按店和品牌型号播报手机和价格……” [0179] S40 recognition unit SRE interpret customer orders, the translation unit translated into American English, UU understand the command execution unit connected to the corresponding ISP Internet search page and select text, translated into Chinese, Cantonese and broadcast to the customer, "We found United States 10 stores 100 kinds of Chinese 3A computer prices. For consultants to help at any time by pressing the 0 key, press shop and the following brands and models of mobile phones and broadcast price ...... "

[0180] 应用服务器记录客户信息,业务信息。 [0180] The application server record customer information, business information.

[0181] 播音2个店12种电脑后,客户按“0”请求联线顾问帮助 [0181] After broadcasting two store 12 kinds of computers, customers press "0" on-line request consultants to help

[0182] S41CTI检测到客户按“O”。 [0182] S41CTI customers detected by "O".

[0183] S50CTI接通联线顾问, [0183] S50CTI ON-line advisor,

[0184] 顾问:“我是X号顾问,您需要什么帮助? ”, [0184] consultant: "I am X number of consultants, what you need help?"

[0185] 客户:“刚才播音手机猫四频段,在中国用四频么? ” [0185] Customer: "Just a cat quad-band mobile phone broadcasting in China with quad-band it?"

[0186] 联线顾问:“我和您一起重听ー下”顾问调用其他各単元及相关信息查到“手机四频”回放播音,顾问以“手机四频段”捜索刚才的网站没有在中国的使用情況。 [0186]-line consultant: "I and you are hard of hearing together under ー" consultants call each other radiolabeling yuan and related information found in "phone Quad Band" playback broadcast, adviser to "mobile phone quad-band" Dissatisfied with Cable just the site is not used in China Happening.

[0187] 顾问:“美国网站没有手机四频段在中国的使用,可能中国的网站会有相关信息,您要查么? ” [0187] adviser: "The US website does not use a quad-band mobile phone in China, the Chinese site may have information that you want to check it?"

[0188] 客户:“是的” [0188] Customer: "Yes."

[0189] 应用服务器记录客户信息,业务信息。 [0189] The application server record customer information, business information.

[0190] S60客户不选停止,转入步骤S20 “查手机四频段在中国”…… [0190] S60 customers do not choose to stop, go to step S20 "check quad-band mobile phone in China" ......

[0191] 建立链路以后,各步骤及其子步骤前后之间可部分并行,即前续步骤进行之中即可开始并进行后续步骤,不必全部完成前续步骤才进行后续步骤。 [0191] After establishing the link, may be partially in parallel between the front and rear of each sub-step and step, i.e., to start and subsequent steps being carried out prior to subsequent steps, not necessarily completed before the subsequent steps before the next steps. 如步骤S40的响应子步骤:得到网页即开始选出、选出第一页即开始转换播音,对第1,2,…,N-1,N,N+1,…,M个网页,得到N+1页、选出N页、转换播音N-1页可并行,不必得到M页才开始选出,也不必选完M页才开始转换播音。 The sub-step S40 in response to the step of: selecting began to get the page, the first page is selected, transition begins broadcasting, the first 1,2, ..., N-1, N, N + 1, ..., M pages, to give page N + 1, N is selected page, page N-1 conversion broadcasting parallel, not necessarily chosen to give M p began, M is selected from the page do not complete the conversion began broadcasting.

[0192] 实施例4 [0192] Example 4

[0193] 一个电话手机听览系统各部分构成、相互关系、操作步骤及实现,对照《图6 —个电话手机听览系统结构图》 [0193] a telephone handset to listen to Browse portions of the system configuration, the relationship, and the steps to achieve, control "in FIG. 6 - a telephone handset to listen to Browse the system configuration of FIG."

[0194] 对照《图6 —个电话手机听览系统结构图》,图中部分沿用电话听网和现有呼叫中心相关名称。 [0194] Control "Figure 6 - a telephone handset to listen to Browse system configuration diagram", Fig portion followed telephone network and listening to an existing call centers associated name.

[0195] 电话手机听览系统在实现上可重组整合MCP电话上网听网系统和现有综合呼叫中心并移植増加新模块。 [0195] telephone handset to listen to browse the system can be achieved in the reorganization and integration of network systems MCP listen to Internet telephony and existing call center and comprehensive migration to increase in the new module.

[0196] 背景技术已描述了现有呼叫中心的客户通信整合等,实施例1、2引述的呼叫中心现有技术已描述了有关多媒体(包含短信)呼叫在ACD、CTI/IVR和坐席的结构、联接与应用配合,现有综合呼叫中心技术如200710188138.9专利还有: [0196] BACKGROUND customer communications have been described to integrate existing call centers and the like, Examples 1 and 2 cited in the prior art contact center has been described with respect to a multimedia (including SMS) call ACD, CTI / IVR and seat structure , coupled with the application, the prior art integrated call center Patent 200710188138.9 as well as:

[0197] 应用服务器AS和多媒Mult1-AS除提供业务逻辑外,建立统ー的数据模型,具备访问本地或远端DB的能力。 [0197] The application server AS and multimedia Mult1-AS addition to providing service logic, the data model ー system, and includes the ability to access a local or remote DB.

[0198] 多媒体网关GW,通过G接ロ与外部服务器连接,通过E接ロ与CTI设备连接,CTT设备(103) CTI设备通过E接ロ提供多媒体类型的呼叫接入及数据传递。 [0198] multimedia gateway GW, then connected to an external server through ro G, then E ro by CTI device connected to the CTI device, CTT (103) connected ro provide multimedia call access type and data transmission via the E.

[0199] E接ロ:CTI设备与录音设备、外拨策略服务器(OBS,Outbound Server)、多媒体网关之间的接ロ统称为E接ロ,对内提供统ー的API,分别支持多种媒体类型的呼叫接入及数据传递服务。 [0199] E pick ro: CTI equipment and recording equipment, outbound policy server (OBS, Outbound Server), then ro multimedia gateway between the access ro collectively referred to as E, provide internal integration ー's API, respectively, to support a variety of media type of call access and data transfer services. 目前,已覆盖Web Chat, Email.文字短信、彩信、外拨服务等领域。 Currently, the field has covered Web Chat, Email. Text messages, multimedia messages, outbound services.

[0200] IVR/MS,作为自动业务的运行环境,负责自动业务逻辑的解析和执行,并提供ITS、ASR(Automatic Speech Recognition自动语音识别)、传真等媒体资源能力,支持VXML2.0+,能动态从AS下载自动业务脚本并解析执行,其它如视频推送、网页推送、号百机器人(基于微软MS\开发的人机信息交互系统)等属于宽带业务能力的范围。 [0200] IVR / MS, as the operating environment of automated business, responsible for parsing and executing automated business logic and provide ITS, ASR (Automatic Speech Recognition ASR), fax and other media resources, and support VXML2.0 +, can aS automatically downloaded from the dynamic service script and parse executed, others such as video push, push pages, a hundred robots scope (Microsoft MS \ human-computer interaction information systems development based) belongs to the broadband service capabilities.

[0201] 电话手机听览系统在实现上可重组整合MCP电话上网听网系统和综合呼叫中心并移植増加新模块。 [0201] telephone handset to listen to browse the system can be achieved in the reorganization and integration of MCP Internet telephone network listen and integrated call center system and transplanted to increase in the new module.

[0202] ー个电话手机听览系统包含A⑶、CTI/IVR/MS (包含TTS、ASR自动语音识别辨识模块)、短信服务器SMS、多媒顾问坐席、多媒应用服务器、网关、了解等単元,以局域网和/或广域网连接集成;各部分构成、相互关系、操作步骤及实现(与实施例2重合部分不再详述): [0202] ー telephone handset to listen to browse system includes A⑶, CTI / IVR / MS (includes TTS, ASR automatic speech recognition recognition module), SMS server SMS, multimedia consultants seats, multimedia application servers, gateways, understanding, etc. radiolabeling yuan, in LAN and / or WAN connectivity integrated; various parts, interrelationships, and implementation steps (not described in detail in Example 2 and embodiment overlapping portion):

[0203] 网关:短信网关,连接短信网络;互联网网关取代ISP。 [0203] Gateway: SMS Gateway, SMS network connection; Internet gateway substituted ISP. 网关通过G接ロ与外部服务器连接,通过E接ロ与CTI设备连接,CTI设备通过E接ロ提供多媒体类型的呼叫接入及数据传递,覆盖Web CHat、Email、文字短信、彩信、外拨服务等。 Ro access gateway connected to an external server through G, E connected by the CTI device connected ro, CTI device providing multimedia type of the access call connection and data transfer via the E ro, covering Web CHat, Email, text messaging, MMS, outdialing Wait.

[0204] ACD兼具宽窄带一体化接入能力,为语音、传真及视频呼叫提供统ー的接入控制和媒体资源功能,将来自宽、窄带网络中不同信令协议的呼叫请求映射为统ー的呼叫事件,屏蔽各协议处理上的差异,将统一呼叫事件通过标准、开放接ロ协议上报给CTI并在CTI的控制下完成呼叫的语音或视频多媒体通道的控制处理,如转接,保持、咨询、三方会议等,从而实现对异构网络的统一呼叫处理。 [0204] ACD both integrated broadband and narrowband access capabilities, providing access control system ー and media resource function for voice, facsimile, and video calls, from the width, different narrowband network, the call request signaling protocol is mapped to the systemー call event, the difference in the respective shield protocol processing, call events unified standard, open access ro CTI protocol reported to the call control process and complete voice or multimedia video channel under control of CTI, such as transfer, hold , consulting, tripartite meeting, so as to achieve a unified call processing for heterogeneous networks. 媒体资源功能模块提供“欢迎词”等基本信令信号的播放,及DTVIF收号、会议桥等功能。 Media Resource Function module provides "greeting" Play and other basic signaling signal, and the number receiving DTVIF, conference bridges function.

[0205] CTI负责对呼叫接入请求提供增强排队和路由控制服务,对座席、IVR等平台资源进行统一的调度和管理,取代原电话听网的交易単元。 [0205] CTI is responsible for call access request to provide enhanced queuing and routing control service, platform agent resources, IVR and other unified scheduling and management, transaction listen to replace the original telephone network radiolabeling yuan. CTI支持多种路由策略,如顾问座席状态(如空闲时间、回答时间、回答次数等)选择策略、客户信息(如主被叫号码、客户要求等)优先策略和顾问座席技能等级优先策略,并根据技能组、呼叫排队情况、时间/日期等自动调整排队策略。 CTI supports multiple routing strategies, such as consultants agent status (such as idle time, time to answer, answer number, etc.) selection strategy, customer information (such as the called number, customer requirements, etc.) and priority policy adviser agent skill level priority strategy, and queuing strategy automatically adjusts the skill set, call queuing, the time / date according to. CTI可以实现多语言、多媒体包括短信、WEB、传真、视频等排队策略,完成呼叫的统一“增强型”排队策略,在处理短信、外文、民族文请求时可优先分配至具有相应技能的顾问。 Unified CTI may achieve multi-language, multi-media including SMS, WEB, fax, video and other queuing strategies to complete calls "enhanced" queuing policy, priority allocation advisor to have the appropriate skills in dealing with text messages, foreign language, national culture request. E接ロ:CTI设备与录音设备、外拨策略服务器(0BS,0utbound Server)、多媒体网关之间的接ロ统称为E接ロ,对内提供统ー的API,分别支持多种媒体类型的呼叫接入及数据传递服务。 E then ro: CTI equipment and recording equipment, outbound policy server (0BS, 0utbound Server), then ro multimedia gateway between the access ro collectively referred to as E, provide internal integration ー's API, respectively, support a variety of media types call access and data transfer services. 目前,已覆盖Web Chat, Email.文字短信、彩信、外拨服务等领域。 Currently, the field has covered Web Chat, Email. Text messages, multimedia messages, outbound services.

[0206] IVR/MS负责自动业务逻辑的解析和执行,其媒体服务器MS包含ASR自动语音识别辨识、TTS模块;ASR(Automatic Speech Recognition自动语音识别)模块相当于电话听网的辨识SRE単元把客户的语音信息转换成文本,TTS模块相当于电话听网的转换TTS单元把文本转换至话语。 [0206] IVR / MS responsible for parsing and execution of automated business logic, which the media server MS comprises ASR automatic speech recognition recognition, the TTS module; ASR (Automatic Speech Recognition automatic speech recognition) module corresponds to the identification SRE radiolabeling telephone to listen to the network element to the client voice messages into text, TTS TTS module is equivalent to the conversion unit to listen to the telephone network to convert text to voice. IVR/MS提供TTS、ASR、传真、短信等媒体资源能力,及其它如视频推送、网页推送、号百机器人(基于微软MS\开发的人机信息交互系统)等宽带业务。 IVR / MS provides TTS, ASR, fax, SMS and other media resources, capabilities, and others such as video push, push pages, a hundred robots (Microsoft MS \ human-computer interaction information systems development based) and other broadband services.

[0207] 了解単元UU可操作来决定网页的哪部份为绘图、哪部份为ー动态广告、哪部份为一交互性程序,哪个文本是对-URL的链接等等并据此作決定。 [0207] understand radiolabeling yuan UU is operable to determine which part of the page is a drawing, which is part ー dynamic advertising, which is a part of the interactive program, which is a text link -URL and so on and make decisions accordingly . 了解単元UU使用一语言处理引擎来了解从客户接收的多重单字。 Learn radiolabeling yuan UU using a multi-language processing engine to understand the word received from the client. 为了了解使用者的命令,了解単元UU使用ASR来把使用者的语音命令转换成文本。 In order to understand the user's command, dollar UU understand radiolabeling use ASR to convert the user's voice command into text. 使用TTS选择地把文本转换至话语,使用客户通信整合。 Use TTS selectively converts text to speak, using the client communication integration. [0208] 短信服务器SMS,包含短信接收模块,处理短信命令送了解単元;短信发送模块把了解单元选出的网页文本发给客户手机。 [0208] SMS server SMS, text message with the receiver module, process SMS messages to send commands to understand radiolabeling yuan; SMS module to understand the unit selected page text phone to the customer. [0209] 多媒应用服务器涵盖应用服务器,并还增加客户通信整合模块,对每一客户的各个终端(电话、手机)按需求及媒体类型(声频、短信)整合接收与播发,如收A终端语音和/或短"[目、发B终端短/[目和/或语首。 [0209] multimedia application servers covering the application server, and further increase customer communication integrating module, each terminal of each client (telephone, mobile phone) according to the needs and the type of media (audio, messaging) integrated receiving advertisement as received A terminal voice and / or short "[head hair short terminal B / [mesh and / or the first language.

[0210] 多媒顾问坐席【包含电话听网的顾问坐席】,提供统ー的界面、搜索引擎、应用程序接ロ,还增加短信服务界面和操作平台,可基于顾问的操作向客户发送短信。 [0210] multimedia consultant agents [include telephone listening advisor agent network], to provide unified ー interface, search engine, the application pick ro, also added short message service interface and operating platform, can send text messages to customers based operations consultant.

[0211] 相关的设备间接ロ,如: [0211] ro indirectly related equipment, such as:

[0212] E接ロ:CTI设备与录音设备、外拨策略服务器(OBS,Outbound Server)、多媒体网关之间的接ロ统称为E接ロ,对内提供统ー的API,分别支持多种媒体类型的呼叫接入及数据传递服务。 [0212] E pick ro: CTI equipment and recording equipment, outbound policy server (OBS, Outbound Server), then ro multimedia gateway between the access ro collectively referred to as E, provide internal integration ー's API, respectively, to support a variety of media type of call access and data transfer services. 目前,已覆盖Web Chat, Email.文字短信、彩信、外拨服务等领域。 Currently, the field has covered Web Chat, Email. Text messages, multimedia messages, outbound services.

[0213] F接ロ:AS通过F接ロ访问DB,支持本地和远端两种数据库访问方式,便于以实现全网数据共享。 [0213] F ro contact: AS connection through F ro DB access, both databases to support local and remote access method, the whole network in order to facilitate data sharing.

[0214] 实施例5 [0214] Example 5

[0215] 一个电话手机听览方法的详细步骤与实现,对照《图8 一个电话手机听览方法的流程图》 [0215] Step a telephone handset and listen to implement the detailed view of the method of control, "a flowchart of a method of browsing a telephone handset to listen to FIG. 8"

[0216] 现有呼叫中心坐席联线客户实现多媒体业务的方法,如实施例3引述的200710188138.9专利实现方法: Patent 200710188138.9 Method [0216] Existing call center agents multimedia on-line customer services, as in Example 3 embodiment implemented method recited:

[0217] A,用户发起呼叫,软交换ss发送Invite消息到自动呼叫分配A⑶设备; [0217] A, the user initiates a call, ss softswitch sends an Invite message to the automatic call distribution equipment A⑶;

[0218]......[0219] P,应用服务器回送数据请求应答消息。 [0218] ...... [0219] P, the application server returns a data response request message.

[0220] 该方法一歩包括自动业务实现流程: [0220] The method comprises a ho automated business processes implemented:

[0221] 用户发起呼叫,软交换发送Invite消息到SoftA⑶; [0221] The user initiates a call, and sends an Invite message to the softswitch SoftA⑶;

[0222] SoftACD 发送路由请求事件EvtRouteRequest 到CTI ; [0222] SoftACD sends a routing request to the CTI EvtRouteRequest event;

[0223] CTI选择路由并回送路由选择消息给SoftA⑶; [0223] CTI routing message and routed to the loopback SoftA⑶;

[0224] CTI发送事件通知函数IvrGetEvent事件给交互式语音响应系统IVR,事件中携带主叫号码、被叫号码等參数; [0224] CTI sends an event notification function IvrGetEvent event to the interactive voice response system, IVR, event carries the calling number, called number and other parameters;

[0225] SoftACD 发送Invite 消息到IVR ; [0225] SoftACD sends an Invite message to the IVR;

[0226] IVR 回送180Ring 消息到SoftACD ; [0226] IVR message sent back to the SoftACD 180Ring;

[0227] SoftACD回送180Ring消息到软交换; [0227] SoftACD 180Ring loopback message to the soft switch;

[0228] IVR 回送2000K 消息到SoftACD ; [0228] IVR message sent back to the SoftACD 2000K;

[0229] SoftACD回送2000K消息到软交换; [0229] SoftACD loopback 2000K message to the soft switch;

[0230] 软交换回送ACK消息到SOFTA⑶; [0230] Softswitch ACK message sent back to SOFTA⑶;

[0231 ] SoftACD 回送ACK 消息到IVR ; [0231] SoftACD ACK message sent back to the IVR;

[0232] IVR应答,用户和IVR建立通路; [0232] IVR response, IVR, and establishing a user access;

[0233] IVR调用应用服务器AS中的业务脚本; [0233] IVR calling application server AS in business script;

[0234] AS回送脚本调用应答; [0234] AS script calls echo response;

[0235] IVR向CIT调用用户数据,查询呼叫数据IvrQueryCallData中携带呼叫数据參数,用户和IVR进行交互;[0236] 通话结束,释放话路。 [0235] IVR call to the CIT user data, query the call data IvrQueryCallData carries call data parameters, users and IVR interaction; the end of [0236] the call to release the speech path.

[0237] —个电话手机听览方法的详细步骤与实现,对照《图8 ー个手机读方法的流程图》 [0237] - Mobile phone and listen to the detailed steps of the method realization view, control "in FIG. 8 ー flowchart handsets reading method"

[0238] 其中与实施例3类同部分不复详述: [0238] wherein a portion similar to Example 3 no longer described in detail:

[0239] 客户发短信给电话手机听览服务提供者或呼叫其号码。 [0239] customers to send text messages to the telephone handset to listen to or view the service providers call their number.

[0240] 10网关、CTI/IVR接收客户短信并回复欢迎短信(告知客户使用方法,可随时按键、发字符请求联线顾问帮助等)。 [0240] 10 Gateway, CTI / IVR customers to receive text messages and reply to welcome SMS (inform customers use, they can always keys, hair character request on-line help consultants, etc.).

[0241 ] 或者A⑶接通建立通话链路;IVR播欢迎词; [0241] or A⑶ turned establish a call link; IVR broadcast Greetings;

[0242] 多媒体应用服务器记录客户信息,业务信息。 [0242] The multimedia Application Server record customer information, business information.

[0243] 20客户发短信和/或说出命令,多媒体应用服务器记录客户信息,业务信息。 [0243] 20 customers to send text messages and / or spoken commands, multimedia application server record customer information, business information.

[0244] 21CTI检测客户是否请求联线顾问帮助。 Whether [0244] 21CTI detect customer requests on-line consultant help.

[0245] 30CTI响应客户申请,顾问可主动联线帮助客户,接通联线顾问与客户交流,联线顾问通过坐席调用其他各単元及相关信息以帮助客户,可发短信,可重播音、随停随续,边听播音边会话(三方会话);多媒体应用服务器记录客户信息,业务信息。 [0245] 30CTI response to customer request, the consultant can take the initiative on-line to help customers turn on-line consulting and customer communications, on-line consultant to call each other radiolabeling yuan and related information by agents to help customers, can send text messages, you can replay the tone, with the stop with continued, while listening to the broadcast side session (three-way conversation); multimedia application server record customer information, business information.

[0246] 40短信服务器SMS处理短信命令和/或辨识模块解译客户的语音命令,送UU 了解単元;多媒体应用服务器对每ー客户的各个终端(电话、手机)按需求及媒体类型(声频、短信)整合接收与播发;了解单元执行命令连接网关上网捜索得到相应的网页并选出文本,短信服务器发短信给客户和/或IVR播音给客户。 [0246] 40 SMS server SMS processing SMS commands and / or recognition module interprets the customer's voice commands to send UU understand radiolabeling yuan; multimedia application server for each terminal every ー customers (telephone, mobile phone) on demand and media type (audio, SMS) broadcast receiving integration; Learn Internet gateway unit connected Dissatisfied Run cable to give the corresponding page and the selected text, SMS text messages to the client and server send / IVR or broadcast to the client. 多媒体应用服务器做记录。 Multimedia application server recorded.

[0247] 41CTI检测客户是否请求联线顾问帮助。 Whether [0247] 41CTI detect customer requests on-line consultant help.

[0248] 50CTI响应客户申请,顾问可主动联线帮助客户;CTI接通联线顾问与客户交流,联线顾问通过坐席调用其他各単元及相关信息以帮助客户,可发短信,可重播音、随停随续,边听播音边会话(三方会话);应用服务器记录客户、进程等相关信息。 [0248] 50CTI response to customer request, the consultant can take the initiative on-line to help customers; CTI ON-line consultant with customers, on-line consultant through agents call other various radiolabeling yuan and relevant information to help the customer, can send text messages, you can replay the sound, with continued with the stop, while listening to broadcast side session (three-way conversation); application server records information about customers, processes, and so on.

[0249] 60客户如不停止,重新进入步骤20…… [0249] 60 client if not stop, re-entering the step 20 ......

[0250] 61否则系统停止与客户终端的连接。 [0250] Otherwise, the system stops 61 connected to the client terminal.

[0251] 按照上述电话手机听览方法,一个用户电话手机听览故宫网站的实例:对參照《图8 —个手机读方法的流程图》。 [0251] According to the above method of Browse listen telephone handset, a telephone handset users to listen to Browse Palace site examples: Referring to "FIG. 8 - a flowchart of a method to read the phone."

[0252] 客户发短信“故宫”给电话手机听览服务提供者 [0252] Customer texting "Forbidden City" to the telephone handset to listen to browse the service provider

[0253] 10短信通过网关给CTI/IVR,回复“欢迎电话手机听览,请发您想查的内容。如需顾问帮助请发“ * ” ;多媒体应用服务器记录客户信息,业务信息。 [0253] 10 SMS through a gateway to the CTI / IVR, reply "please call phone to listen to browse, send what you want to check the consultant For help please." * "; Multimedia application server record customer information, business information.

[0254] 20客户发请求联线顾问帮助。 [0254] 20 client advisors requesting on-line help.

[0255] 21CTI检测到客户申请,多媒体应用服务器做记录。 [0255] 21CTI detected client application, multimedia application server recorded.

[0256] 30CTI检测并响应客户申请;顾问外拨联线客户, [0256] 30CTI detects and responds to the client application; advisor outbound online users,

[0257] 顾问:“我是X号顾问,您需要什么帮助? ” [0257] consultant: "I am X number of consultants, what you need help?"

[0258] 客户:“我想要闽南话故宫介绍” [0258] Customer: "I want to introduce dialect Forbidden City"

[0259] 顾问:“请稍等”,口述命令“闽南话故宫介绍”给系统。 [0259] adviser: "Please wait", spoken command "Minnan Forbidden City introduced" to the system. 多媒体应用服务器做记录。 Multimedia application server recorded.

[0260] 40 了解单元连接网关上网搜索、处理得到相应的网页并选出文本,IVR/MS闽南话播音给客户,最后一句是“如需播音内容以短信发给您,请按9” [0260] 40 connected to the gateway unit search the Internet to know, deal with the corresponding page and select text, IVR / MS Minnan broadcast to the customer, the last sentence is "To broadcast the contents of a text message sent to you, please press 9"

[0261] 60客户不选结束,转步骤20……。 [0261] 60 client is not the end of the election, go to step 20 .......

[0262] [0262]

Claims (10)

1.MCP电话上网听网系统,包含声频浏览系统,其特征是: 以局域网和/或广域网联接集成联线顾问装置,有顾问、客户、播音的三方话路; 所述联线顾问装置包含顾问坐席単元,包含下述模块至少ー个: 三方会话模块; 帮助模块,联接多媒体信息、联接系统调控。 1.MCP listen to Internet telephone network systems, including audio browsing system, characterized by: the LAN and / or WAN connection integrated on-line advisor, there are three parties sessions consultants, clients, the broadcast; the device includes on-line consultant consultant yuan radiolabeling agent, comprising the at least one module ー: three-way conversation module; help module, coupled to the multimedia information, the regulation of the coupling system.
2.如权利要求1所述的MCP电话上网听网系统,其特征是联线顾问装置包含(2.1)-(2.2)至少ー个: (2.1)记录模块,包含: 客户记录子模块,用于记录客户档案; 业务记录子模块,用于记录业务信息; (2.2.) CTI,包含顾问模块,包含: 顾问联线子模块,用于响应客户请求接通顾问和顾问主动接通客户; 三方交互子模块,有联接顾问坐席、客户、播音的三方话路,可边播音边会话,重复播音、随停随续。 2. MCP telephone according to claim 1 to listen to the network access system, wherein the apparatus comprises on-line consultancy (2.1) - (2.2) at least one ー: (2.1) a recording module, comprising: recording customer sub-module, for recording customer profiles; business records sub-module, for recording traffic information; (2.2.) CTI, comprising advisor module, comprising: a sub-line advisor module configured to respond to customer requests is turned ON active customer advisor and consultants; tripartite interaction sub-module, with a coupling agent consultants, customers, broadcast tripartite sessions, can be side edge broadcast session, repeat broadcasting, with the stop with continued.
3.如权利要求1、2所述的MCP电话上网听网系统,其特征是包含(3.1)-(3.2)至少ー个: (3.1)翻译单元,包含: 通告模块,用于通告可捜索外文/其他民族文信息并与客户本国/本民族语言互译; 需求翻译模块,用于将客户的命令信息翻译为需求的外文/其他民族文; 选出翻译模块,用于将网页选出的外文/其他民族文翻译为客户的文种。 3. MCP telephone according to claims 1, 2 listen access network system, characterized by comprising (3.1) - (3.2) at least one ー: (3.1) a translation unit comprising: announcement module may be used to notify the cable English Dissatisfied / other peoples text information with customers and national / ethnic language translation; translation module demand for customer order information translated into demand for foreign language / culture of other nations; elected translation module for foreign language web pages selected / other nationalities translation of text types for customers. 所述客户的文种和外文包含南非荷兰语、阿尔巴尼亚语、阿拉伯语、白俄罗斯语、保加利亚语、加泰罗尼亚语、中文(简体)、中文(繁体)、克罗地亚语、捷克语、丹麦语、荷兰语、英语、爱沙尼亚语、世界语、菲律宾语、芬兰语、法语、加利西亚语、德语、希腊语、希伯来语、印地语、匈牙利语、冰岛语、印度尼西亚语、爱尔兰语、意大利语、日语、韩语、拉脱维亚语、立陶宛语、马其顿语、马来语、马耳他语、挪威语、波斯语、波兰语、葡萄牙语、罗马尼亚语、俄语、塞尔维亚语、斯洛伐克语、斯洛文尼亚语、西班牙语、斯瓦希里语、瑞典语、泰语、土耳其语、乌克兰语、越南语、威尔士语、意第绪语、亚美尼亚语、阿塞拜疆语、巴斯克语、格鲁吉亚语、古吉拉特语、海地克里奥尔语、卡纳达语、拉丁语、泰米尔语、泰卢固语、乌尔都语等;所述 The script and foreign customers include Afrikaans, Albanian, Arabic, Belarusian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish , Dutch, English, Estonian, Esperanto, Filipino, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish language, Swahili, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh, Yiddish, Armenian, Azerbaijani, Basque, Georgian, Gujarati, Haitian Creole, Kannada, Latin, Tamil, Telugu, Urdu and the like; 民族文包含汉、蒙、藏、維、哈、塔、彝、7JC、朝、傣文等。 National culture include the Han, Mongolian, Tibetan, Uygur, Kazak, tower, Yi, 7JC, North Korea, Dai language and so on. (3.2) TTS转换单元包含: 语种模块,含上述(3.1)所述各语种子模块; 中国民族文模块,含汉、蒙、藏、維、哈、塔、#、水、朝、傣文子模块; 汉语方言模块,含粤、闽南、潮州语子模块。 (3.2) TTS converting unit comprises: a module language, comprising (3.1) the above sub-module for each language; ethnic Chinese text module containing Han, Mongolian, Tibetan, Victoria, Kazakhstan, column #, water, towards, Daiwen submodule ; Chinese dialects module, including Guangdong, southern Fujian, Chaozhou language module.
4.MCP电话上网听网方法,包含声频浏览的方法,其特征是: 包含顾问联线帮助客户步骤; 服务为电话上网听网服务。 4.MCP listen to Internet telephony network method, the method includes the audio browsing, characterized by: containing consultant on-line to help customers step; listen to Internet telephone services for network services.
5.如权利要求4所述的MCP电话上网听网方法,其特征是包含(5.1)-(5.4)中的至少ー个: (5.1)建立链路后,客户可随时申请顾问帮助,服务提供者检测并响应客户申请联线顾问;顾问可主动联线客户; (5.2)顾问联线帮助客户,包含: 顾问与客户会话,可边会话边播音、重复播音、随停随续; 顾问联接多媒体信息、联接系统调控帮助客户; (5.3)所述各步骤包含:记录客户信息,记录业务信息; (5.4.)建立链路以后,传输、产生响应、联线顾问帮助客户等各步骤及其子步骤可部分并行,即前续步骤进行之中即可开始并进行后续步骤,不必全部完成前续步骤才进行后续步骤。 5. MCP telephone according to claim 4 listen network access method, which is characterized by comprising (5.1) - ー at least one of (5.4): (5.1) after the link is established, the client may be ready to apply for consultants to help the service provider by detecting and responding to customer request on-line advisor; consultants active online users; (5.2) advisor on-line help clients, comprising: a consultant with customer sessions, side session side broadcasting, repeat broadcast, with the stop with continued; consultants coupled multimedia information, the regulation system to help customers coupling; the (5.3) comprising the steps of:; (5.4) recording customer information, the service information after recording to establish a link, transmission, generate a response, on-line help clients and other sub-steps and step partially in parallel, i.e., to start and subsequent steps being carried out prior to subsequent steps, not necessarily completed before the subsequent steps before the next steps.
6.如权利要求4、5所述的MCP电话上网听网方法,其特征是包含(6.1)-(6.2)中的至少ー个: (6.1)翻译步骤,包含: 通告客户可搜索外文/其他民族文信息并翻译为本国/本民族语言; 需求翻译,将客户的信息翻译为需求的外文/其他民族文; 选出翻译,将选出的外文/其他民族文翻译为客户的文种; 所述客户的文种和外文包含南非荷兰语、阿尔巴尼亚语、阿拉伯语、白俄罗斯语、保加利亚语、加泰罗尼亚语、中文(简体)、中文(繁体)、克罗地亚语、捷克语、丹麦语、荷兰语、英语、爱沙尼亚语、世界语、菲律宾语、芬兰语、法语、加利西亚语、德语、希腊语、希伯来语、印地语、匈牙利语、冰岛语、印度尼西亚语、爱尔兰语、意大利语、日语、韩语、拉脱维亚语、立陶宛语、马其顿语、马来语、马耳他语、挪威语、波斯语、波兰语、葡萄牙语、罗马尼亚语、俄 6. The MCP telephone according to claim 4, listen access network, characterized in comprising (6.1) - in (6.2) at least one ー: (6.1) translation step, comprising: advertisement client can search for English / Other information translated into national culture and national / native language; translation needs to translate customer information in a foreign language requirements / other national culture; selected translation, the selected foreign language / translation to other ethnic customer languages; the said customer and Foreign languages ​​include Afrikaans, Albanian, Arabic, Belarusian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Esperanto, Filipino, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian , Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian 、塞尔维亚语、斯洛伐克语、斯洛文尼亚语、西班牙语、斯瓦希里语、瑞典语、泰语、土耳其语、乌克兰语、越南语、威尔士语、意第绪语、亚美尼亚语、阿塞拜疆语、巴斯克语、格鲁吉亚语、古吉拉特语、海地克里奥尔语、卡纳达语、拉丁语、泰米尔语、泰卢固语、乌尔都语等;所述本民族和其他民族文包含汉、蒙、藏、維、哈、塔、彝、水、朝、傣文等; (6.2)文本转换语音包含中文转换为方言,方言含萼、闽南、潮州语。 , Serbian, Slovak, Slovenian, Spanish, Swahili, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh, Yiddish, Armenian, Azerbaijani, Basque , Georgian, Gujarati, Haitian Creole, Kannada, Latin, Tamil, Telugu, Urdu; the nation and the ethnic Chinese text comprising , Mongolian, Tibetan, Uygur, Kazak, tower, Yi, Shui, North Korea, Dai language, etc.; (6.2) text-to-speech conversion to contain Chinese dialect, the dialect with calyx, Taiwanese, Chaozhou language.
7.电话手机听览系统,包含: 如权利要求1、2、3所述MCP电话上网听网系统; 短信単元,至少包含下述模块之一: 短信接收模块,用于接受短信命令; 短信发送模块,用于发送提取的网页内容。 7. A telephone handset to listen to Browse the system comprising: a telephone as claimed in claim 1,2,3 MCP listen to Internet network system; short radiolabeling element, comprising at least one of the following modules: message receiving means for receiving a command message; SMS means for transmitting the extracted web content.
8.如权利要求7所述的电话手机听览系统,其特征是包含客户通信整合模块,对每一客户的各个终端(电话、手机)按需求及媒体类型(声频、短信)整合接收与播发。 8. A telephone handset according to claim 7 listen to Browse system, characterized in that the client communications integrated module comprising, for each respective client terminal (telephone, mobile phone) and request media type (audio, messaging) to receive advertisement integration .
9.电话手机听览方法,包含如权利要求4、5、6所述MCP电话上网听网方法,其中: 链路、传输、产生响应的信号包含语音和/或短信; 服务为电话手机听览服务。 9. The method of telephone handset to listen to Browse, comprising a telephone as claimed in claim 4,5,6 MCP listen access network, wherein: the link, transmission, generating a response signal comprising speech and / or text message; service telephone handset to listen to Browse service.
10.如权利要求9所述的电话手机听览方法,其特征是包含(10.1)-(10.3)中的至少ー个: (10.1)取回的网页内容至少部分可以被转换为短信信号; (10.2)对每ー客户的各个终端(电话、手机)按需求及媒体类型(声频、短信)整合接收与播发;(10.3)顾问收发短信。 10. The telephone handset according to claim 9 listen to Browse the method characterized by comprising (10.1) - ー at least one of (10.3): (10.1) is at least partially retrieved web content may be converted into a short message signal; ( 10.2) for each terminal every ー customers (telephone, mobile phone) and on demand media type (audio, text) to receive and integrate broadcast; (10.3) consultant and receive text messages.
CN201210238428.0A 2012-07-02 2012-07-02 MCP telephone Internet surfing and listening system and method, and call center CN103533188A (en)

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