CN103533188B

CN103533188B - System and method for Internet surfing and listening of MCP (micro-processor chip) telephone, and system and method for telephone browsing and listening

Info

Publication number: CN103533188B
Application number: CN201210238428.0A
Authority: CN
Inventors: 谢宪林
Original assignee: Individual
Current assignee: Individual
Priority date: 2012-07-02
Filing date: 2012-07-02
Publication date: 2021-03-30
Anticipated expiration: 2032-07-02
Also published as: CN103533188A

Abstract

The invention name is as follows: an MCP telephone network access listening system and method, a telephone handset listening system and method specification abstract MCP (Multi-network Content Provider) Multi-network Content Provider comprehensive Multi-network technology, including ICP, and also driving Multi-network Service Provider MSP (Multi-network Service Provider) and ISP. MCP telephone Internet surfing and network listening comprehensive telephone network and Internet technology comprises audio browsing and is characterized in that an online consultant (device) is added to realize convenient communication among a client, a system and a consultant, and voice recognition and link conversion are fundamentally improved to further help the client meet requirements; improving the shortcomings of the prior art that is limited to a small number of voice portals; adding translation function, etc.; is suitable for listening to the Web site rich in broadcast and expands the new application of telephone and Internet. The telephone handset can listen and browse integrated fixed telephone network, mobile telephone network and Internet technology, can expand telephone network access and listen to network and integrate voice and short message, and can listen and browse voice and short message without intelligent handset, so that it can develop new application of handset and Internet.

Description

System and method for Internet surfing and listening of MCP (micro-processor chip) telephone, and system and method for telephone browsing and listening

(MCP is an abbreviation for English translation Multi-net Content Provider for the new vocabulary "Multi-network Content Provider", see below for details.)

Technical Field

The invention relates to audio browsing, call centers, multimodal message exchange, and cellular communications.

Background

The telephone network is a service, and the customer calls the service provider to listen to the web page through the service system by telephone, wherein the telephone is customer equipment, the network is a path of the telephone network and the Internet, and the purpose of listening to the web page is to.

The closest prior art for telephone internet surfing and listening is audio browsing, similar expressions are voice (conversation, telephone) browsing, voice internet surfing, browsing and the like, and the expressions respectively have the following emphasis: apparatus, approach, method, purpose, etc.

Web sites dedicated to audio browsing are known as voice portals or "telephone ICPs," ICP (internet Content provider) for translation to internet Content providers. The current information technology trend (three-in-one for telephone, computer and television) is that internet of things …; to describe a new technology combination, it is necessary to define a new vocabulary "Multi-network Content Provider", english translation Multi-net Content Provider MCP for abbreviation. The multiple networks comprise the Internet, so the MCP comprises the ICP; "Voice portal", "telephony ICP", etc. may be considered MCPs.

To describe a new combination of technologies for service providers, it is also necessary to define a new vocabulary "multi-network service provider", english translation: MSP is abbreviated by Multi-net Service Provider. The MSP includes ISP (Internet Service Provider); voice ISP, telephone access, etc. may be considered MSP.

The telephone network is called telephone network for short.

The objects of audio browsing can be divided into two main categories of voice portals and Web sites:

one, voice door

Although XML (eXtensible Markup Language) has less history and application scope than HTML, its Voice application version VXML (Voice eXtensible Markup Language) has become the Voice portal standard of the information industry major since then, and similarly, CCXML (call control eXtensible Markup Language) and the like. Voice portals are much more complex than Web sites, such as the IBM corporation method and apparatus for voice portal servers of CN200610126533 patent, and "it is important to guide the input spoken by a person to match the strength of computer voice recognition". The voice portal greatly simplifies the voice recognition and browsing of the objects, and one of the disadvantages of the voice portal is the small information range and the shortage of websites.

Second, Web site

The history is long and more than nine times the total number of web sites.

CN99811607 patent IBM "session browser and session system" states that: the main difference between "voice and Web portals (i.e. based on HTML or WMI (wireless markup language)), is that the portal downloads the requested pages and appropriately transcodes them before sending them to the browser", and further "voice portal services can be paid for by the carrier/wireless provider for free, by the content provider concerned (on click), based on profitable transactions completed, based on profitability on business, by placing services into the search engine on a subscription basis, or by a higher level of service generated by the search engine, or by a service directed to a high quality CML page compared to an automatic solution (manual preparation or inspection). "

In response to the technical problems that can be solved, the systems and methods for audio browsing can also be divided into two categories: browsing a voice portal class and browsing a Web site class.

Early "session browsers and session systems" converted Web sites to CML voice portals, but the conversion was more difficult to satisfy HTML link sessions; the industry later explored simplified voice portals by adapting the "see" option links to the "listen" option by the designer.

Audio browsing system and method for browsing voice portal

The patent of CN02130665 is "a system and method for realizing voice internet access" of the company, and the patent of CN200410066474.2 applies for "a voice browsing system" of the superior energy company, etc., and the cooperation of the voice portal makes such systems and methods simpler and easier, and one of the disadvantages is that it is difficult to establish Web site resources.

The 'a voice browsing system' of the corporation of CN200610103228.9 patent is used to access and parse VXML and call control extensible markup language (CCXML) documents, and has one of the disadvantages that there are fewer CCXML portals and one of the advantages that voice recognition and browsing are more simplified and easier.

Patent publication No. CN102143227A IBM corporation "system and method for collaborative browsing over a telecommunications network", collaboration is achieved by connecting users and voice sites together. This scheme discloses a help agent for obtaining help while the voice site is hosting a browse, and proceeds normally after talking to the help agent. The help agent held by the voice site is a new technical effect, and has substantive characteristics and remarkable progress.

Audio browsing system and method for browsing Web site

The technical scheme and the generated technical effect have higher requirements, and the method mainly comprises the following two aspects: the first is speech recognition, and the second is link conversion.

CN00804298 patent us e.r. sweat system and method for internet audio browsing using standard telephones (application 2000.2.23, publication 2002.5.1, grant 2008.6.4):

an audio browsing system, the system comprising:

a telephone; and

an audio internet service provider coupled to the telephone, the service provider providing two-way audio communication with a user of the telephone, wherein voice commands of the user of the telephone are translated to an internet address to enter and retrieve textual content from a global web page corresponding to the internet address, and the textual content is at least partially translated to an audible response to the user, wherein the portion of the textual content comprises at least one of a plurality of selected texts and links plus a plurality of other texts associated with the selected texts and links.

An audio browsing method, comprising the steps of:

establishing a two-way voice communication link with an audio internet service provider;

transmitting a voice signal comprising a network tour voice command over the bi-directional voice communication link: and

generating, by the audio internet service provider, a voice response signal representing an internet data signal including a global web page corresponding to the web surfing voice command, wherein the web surfing command is converted to an internet address to enter and retrieve original text content from the global web page, and the original text content is at least partially converted to the voice response signal, wherein the portion of the original text content includes at least one of a plurality of selected texts and links plus a plurality of other texts associated with the selected texts and links.

It should be noted that the system, method independent claim all have "retrieving original text content from the global web page and at least partially converting the original text content into an audible response to the user, wherein said part of the original text content comprises at least one of a number of selected texts and links plus a number of other texts related to said selected texts and links", the international publication of the patent is english, and the standard chinese term of "link" in the citation shall be "link", i.e. web page link, so as not to confuse the "link" of "communication link" in the method independent claim 14.

CN200480032990.1 patent application philips audio dialog system and voice browsing method, audio input unit (12) acquires audio input signal. A speech recognition device (20) converts an audio input signal into text input data (21). The content data (D1) comprises textual content and at least one reference (LN 1). The reference includes a reference target and an activation phrase. The browsing means (22) processes the content data (D1) and controls the speech synthesis means (26) to output said text content. The browsing means (22) compares the obtained input text data (21) with the activation phrase (28). In the event that the input text data (21) is not the same as the activation phrase (28), a match is still indicated if the text input data has a similar meaning to the activation phrase. In case of a match, accessing the content data corresponding to the referencing target. The activation phrase directs input and class matching to improve speech recognition, but adds and accesses content dictionary devices and the like.

The patent application CN201110046896.3 patent application Proc 'A voice browsing method and browser', the method includes: webpage information extraction: for any webpage requested by a user, firstly, classifying the webpage, and if the webpage is judged to belong to a subject webpage, extracting the subject content of the webpage; if the webpage is a non-theme type webpage, performing webpage blocking; webpage format conversion: automatically converting the webpage in the HTML format into the webpage in the VOICEXML format; for the subject type webpage, setting the extracted webpage subject content to be preferentially read to the user; for a non-theme type webpage, setting a shortcut key for a user so that the user can freely switch and select between webpage blocks; a voice pushing step: based on the voiceXML formatted web page, the user is presented with the page contents. However, the difficulty of converting HTML to VXML is not in voice but in link, and the patent divides HTML into two types to convert VXML, which is beneficial to meeting voice link.

The existing Speech Recognition (SRE) technology can only be used by individuals accurately, people in different regions have different pronunciations for the same word, and the intonation and speaking habits of different people are also different, so that even if the specific small-range word of a VXML voice portal is recognized publicly, the public recognition is difficult. The content coverage is in direct proportion to the requirement on interactivity, the narrow content telephone key selection is also applied, and the wider the content is, the higher the requirement on interactivity is; if identifying customer input is difficult, interactivity is more luxurious.

The telephone network accessing and listening emphasizes on a Web site, and a new direction breaking through two barriers of voice recognition and link conversion in the prior art is the help of an online seat. The seat is from telephone station connection operator, popular in call center customer service, now called the seat as service representative, agent, consultant, etc. according to the difference of responsibility, the seat equipment is developed from telephone to multimedia workstation, seat office network to wide area network virtual system, the seat connection line refers to the telephone connecting the seat and customer, now also includes information and regulation of connecting multi-network multimedia.

Explanation of advanced Chinese dictionary: "connect: connecting; to link things to each other ". "connect: contiguous adjacency ".

The telephone internet surfing and listening can use the technology of a call center for reference, such as: CN200710188138.9 patent "a new generation call center system and automatic service implementation method", CN200810182621 patent application for chinese telecommunication "a call center system", etc. The comprehensive call center can integrate the communication of customers, and receive, integrate and broadcast, such as receiving voice and/or short messages, sending short messages and/or voice, for each terminal (telephone, mobile phone) of each customer according to the requirements and media types (audio frequency and short messages); receiving terminal voice A and terminal short message B, and transmitting terminal voice A after integration; a plurality of voice channels of the call center are communicated with each other simultaneously, and an agent client IVR broadcasts, backtracks and broadcasts, continues along with stopping and the like while talking; the telephone network can also be used for reference.

The audio browsing is applicable to a general telephone and a general handset (Feature phone). The session browser of CN99811607 may be loaded with a "Smart phone" (Smart phone); CN03815885.X patent Ericsson corporation "a device and method related to accessing Internet content" can browse a Web site by voice with a smartphone browser through a phone platform, a proxy server and a pre-branded Web page; however, the smart phone is expensive and much less expensive than a common mobile phone.

The method has parallel steps, which can greatly improve the efficiency, such as CN99106400.3 patent IBM corporation 'parallel selection method and system of uniform resource locator'.

Immediate automatic translation between texts of main languages in the world is practical, such as translation systems of google, microsoft, medium and soft; the instant automatic translation has included south African Dutch, Albarnya, Arabic, Russian, Bulgaria, Catalanib, Chinese (simplified), Chinese (traditional), Croda, Czech, Danish, Dutch, English, Esarani, world, Philippine, Finnish, French, Callica, German, Greece, Hebrew, Hindi, Hungary, Iceland, Indonesian, Irish, Italian, Japanese, Korean, Latalk, Lito, Mariton, Malay, Marotal, Norway, Poss, Polish, Portugal, Romani, Russian, Severfew, Rosesv, Rockian, Rosesv, West, Russian, Switzerland, Saisy, Rosesvarez, West, Silybian, Calif, Rough, Steud, Russian, Viety, Switzerland Thailand, Tachy, which, Any two of whisky, diji, amazonian, asebaijiang, basque, grurginia, gujarat, hiderkeley, canada, latin, tilmii, tylugu, ullu, uddu, etc.; comprises any two of Chinese nationality characters such as Mongolia, Tibetan, vitamin, Ha, Tower, Yi nationality, Water, dynasty, Dai nationality, Chinese and the like; TTS of the above languages has been applied, and TTS of Chinese dialects such as Guangdong, Minnan, and Chaozhou languages also has been applied. It is valuable to combine these results with the telephone internet listening.

Each of the above documents is a reference to the present application and is hereby incorporated by reference in its entirety as if fully set forth herein.

Disclosure of Invention

The purpose of the invention is as follows: the system and the method for the MCP telephone to surf the internet and listen to the internet are provided, the client, the system and the consultant can conveniently communicate with each other by man-machine combination, and the voice recognition and link conversion are fundamentally improved by the man-machine combination so as to help the client to meet the requirements; improving the shortcomings of the prior art that is limited to a small number of voice portals; adding translation functions, etc.

Another object of the present invention is: the system and the method for browsing the telephone are provided, the network access of the telephone is expanded, the voice and the short message are integrated, the voice and the short message can be browsed by listening to the voice and the short message without a smart phone, and new application of a common mobile phone and the Internet is developed.

The closest prior art to the present invention is the patent application publication No. CN102143227A IBM corporation "system and method for collaborative browsing over a telecommunications network" which discloses a help broker for obtaining help when a voice site browses the voice site, and proceeds normally after talking to the help broker.

The technical problems, technical schemes and technical effects which can be solved by the invention have at least six specific technical characteristics CN102143227A which are not:

1 New principal holding 'Help' and having System Authority

The invention holds the main body of 'help' and has the system authority of the browser, and the main body of the 'help' held by the CN102143227A is that 'voice site' is a browsing object, as shown in the figure:

any browsing object cannot reach the system authority of the browser.

2 New content of connection system regulation and control and other' help

The "counselor linkage system regulates" high-level "help" content is also substantially different from "help" content of "voice site". Claim 4 of the embodiment of the present invention provides that the online consultant can call other units and related information through the agent to help the client, replay the voice, continue with stop, listen to the voice while playing and talk (three-party talk);

3 three-party session, new technical effect of system help counselor, client, broadcast (web page) three-party session, CN102143227A does not.

The new technical effect of the combination of 4 persons and machines is that the 'agent consultant' agent is a person and is not possessed by CN 102143227A.

5 the invention can browse common websites, CN102143227A only browses voice websites, and the application range is different.

The ordinary web site content is a web page built by HTML, the audio browsing ordinary web site service provider must convert HTML and its links to a telephone interactive session, and the technical solution of browsing a voice site does not have these functions.

The voice site contents are voice files created by CCXML (call control extensible markup language) and the like, and the number of sites is less than the same way as that of ordinary websites.

6 the combination of the five points.

At least the six specific technical features, which are related to each other, belong to a general idea. The invention has four groups as follows:

MCP telephone network system comprises an audio browsing system and a call center, and is characterized in that the audio browsing and call center is connected and integrated, and at least one of the following modules is added:

the three-party conversation module is provided with a seat consultant, a client and a broadcasting three-party real-time speech channel, and can browse and simultaneously converse;

the consultant help client module links multimedia information (including information browsed by the client and information of the client itself), and links system regulation.

The high level block diagram of the MCP telephone network system of FIG. 2 and the high level block diagram of the conventional audio browsing system of FIG. 1 are compared.

The method for network access and listening of MCP telephone comprises an audio browsing method and a new generation call center automatic service implementation method, and is characterized in that at least one of the following steps is added:

the consultant responds to the client request or actively connects the client, connects multimedia information (including information browsed by the client and information of the client), connects system regulation and control;

the consultant, the client and the broadcasting three-party have real-time conversation while browsing and simultaneously having conversation.

The telephone browsing system comprises the MCP telephone internet surfing and listening network system and is characterized by at least comprising one of the following modules:

the short message receiving module is used for receiving a short message command;

and the short message sending module is used for sending the extracted webpage content.

The telephone browsing method comprises the telephone internet surfing and network listening method and is characterized in that the signals of the link, the transmission and the response generation comprise short messages; the service is a telephone listening service.

The MCP telephone is used for surfing the Internet and listening to the Internet, and voice recognition and link conversion are fundamentally improved by man-machine combination so as to help customers meet requirements; improving the shortcomings of the prior art that is limited to a small number of voice portals; adding translation function, etc.; is suitable for listening to the Web site rich in broadcast and expands the new application of telephone and Internet.

The telephone browsing method expands the telephone internet surfing and listening network and integrates voice and short messages, and can listen to and browse voice and short messages without a smart phone, thereby developing new application of the mobile phone and the internet.

The technique of combining the multi-network by the multi-network content provider MCP also drives the multi-network service provider MSP to develop a new technical field.

Drawings

A total of 8 figures:

fig. 1 is a high level block diagram of a conventional audio browsing system (CN00804298 patent).

FIG. 2 is a high level block diagram of the MCP telephone network system of the present invention, wherein the dashed boxes are the conventional audio browsing providers, and the thick lines of the communication lines from the advisor indicate the LAN and the thin lines indicate the speech paths.

Fig. 3 is a block diagram of a prior art audio browsing system and its Intelligent Agent (IA) (the' 00804298 patent).

Fig. 4 is a diagram of a prior art call center (patent 200710188138.9).

Fig. 5 shows a structure diagram of an MCP system according to the present invention.

FIG. 6 is a diagram of a telephone listening system according to the present invention, in which a thick line indicates a LAN, MS is a media server, ASR is automatic speech recognition, TTS is text-to-speech conversion, and SMS is a short message server.

Fig. 7 is a flowchart of an MCP phone internet surfing and listening method according to the present invention.

FIG. 8 is a flow chart of a telephone listening method of the present invention.

Detailed Description

Example 1

A high-level structure and realization of an MCP telephone network access system compare with the high-level block diagram of the MCP telephone network access system of the invention in FIG. 2.

The MCP telephone network system reorganizes and integrates the prior art audio browsing and call center, transplants the units of the call center and adds new modules for online advisor devices. Referring to fig. 2, the high-level block diagram of the MCP system of the present invention is shown, wherein the thin line from the advisor highlights the three-way voice path; a high level block diagram of the conventional audio browsing system of fig. 1 can be compared.

A call center in the prior art, such as CN200810182621 patent application "a call center system": the system comprises a queuing system, a CTI server, an application server and an agent system. The agent system is used for providing a service interface for an agent representative, sending an operation request to an application server based on the operation of the agent representative, and displaying an operation result returned from the application server on the service interface; sending a control instruction to the CTI server based on the operation represented by the agent; basic functions are realized between the seat system and the application server in a client/server mode, and business functions are realized in a browser/server mode. The basic functions further comprise IVR, call control and/or user attribute operations, and the service functions comprise query, entry and modification operations of service data. The call center adopts a container structure combining a Client/Server (C/S) and a Browser/Server (Browser/Server, B/S) to realize a call center system. The C/S architecture is a container of the system as a main architecture of the system. Computer Telephony Integration (CTI) functions closely related to a voice platform, such as telephone answering, hanging up, dialing, holding, telephone conference, telephone transfer and the like, are realized through a C/S architecture so as to meet the requirement of high real-time performance; operations such as query, input, modification and the like of service data are realized through a B/S architecture, and service functions such as data intercommunication, circulation and the like with other service systems are realized through an interface mode, so that the purpose of cooperative processing is realized; the page can be released to the server in a WEB plug-in mode, and can also be used as a plug-in system to be integrated and integrated with a C/S main framework through an embedded WEB browser. Application server as a C/S architecture server and a B/S architecture server may be one or more physical devices providing various application services.

The MCP telephone internet surfing and listening system integrates an audio browsing system and a call center in the prior art through local area network and/or wide area network connection, and CTI functions closely related to a voice platform, such as telephone answering, hanging up, dialing, holding, conference call, call transfer and the like, are realized by adopting a Client/Server (C/S) framework.

MCP phone and network systems allow users to communicate with the Internet via a standard telephone. According to the invention, the telephone network system receives a speech input signal from the client via the telephone, the telephone network system initiates an internet session by a signal, a web page from the internet is sent to the telephone network system, the telephone network system converts the selected sub-portion of the page into speech and sends a signal containing the speech to the client via the telephone.

The MCP telephone network access and listening system adopts a Browser/Server (Browser/Server) B/S framework to realize operations such as query, input, modification and the like on service data, and realizes service functions such as data intercommunication, circulation, calling and the like with other service systems through interfaces; the webpage can be released to the server in a WEB plug-in mode, and can also be used as a plug-in system to be integrated and integrated with the C/S main body framework through an embedded WEB browser. Application server the servers of the C/S architecture and the B/S architecture of the telephone audio system may be one or more physical devices providing various application services, the selection translating means of the audio browsing system and its units being viewed as application servers.

Fig. 2 is a detailed high-level block diagram of the MCP telephone network system according to the present invention, and a structural diagram of the MCP telephone network system according to the present invention is obtained, as shown in fig. 5, which is described in detail below.

Example 2

The detailed structure, interconnection and realization of an MCP telephone network access system.

In comparison with the structure diagram of the network access system of the MCP telephone in FIG. 5, the units are convenient to be compared by following the name of the prior art.

The MCP telephone network system can be implemented to re-integrate the prior art audio browsing and call center, transplant the units of the call center and add new modules for online advisor.

The conventional audio browsing system and selective translation device intelligent agent IA includes a Speech Recognition Engine (SRE), a text-to-speech conversion engine (TTS), a learning unit (UU) for learning both web content and user spoken speech, and a Transaction Processing Unit (TPU). Referring to fig. 3, a block diagram of a conventional audio browsing system is shown.

The conventional call center is relatively simple, such as the aforementioned CN200810182621 patent application and fig. 4, which is a structure diagram of the conventional call center.

The integrated call center, for example, CN200710188138.9 patent "a new generation call center system and automatic service implementation method" includes:

the basic network elements of the system mainly comprise: software Automatic Call Distributor (Software acd) device, Multimedia gateway (Multi-Media GW), CTI device, Interactive Voice Response system (IVR) or Media Server (MS), Short Message/Multimedia Message Server SMS/MMS (Short Message Service/Multimedia Messaging Services), Agent (Agent), Application Server (AS), Application Server/Multimedia AS, and the like. The SoftACD device is connected with networks such as a Soft Switch (SS) and a Public Switched Telephone Network (PSTN), and the multimedia GW is connected with networks such as the Internet, short message service, multimedia message service, and the like.

The ACD comprises automatic call distribution of SoftACD software, is also called as queuing equipment, is positioned at an access layer, has the integrated access capability of wide and narrow bands, and provides uniform access control and media resource functions for voice, fax and video calls. The main functional modules of the ACD device include: the system comprises an access and call module, a media resource module and a maintenance management module. The access control module is used for realizing the uniform access of various calls, mapping the calls from different networks into a uniform call model, reporting a call event to the CTI equipment through a standard protocol interface, and finishing the control processing of a voice or video multimedia channel of the call under the control of the CTI equipment, such as switching, holding, consulting, three-party conference and the like; thereby realizing the unified call processing of the heterogeneous network. The media resource module provides basic signal playing of 'welcome word', 'queuing waiting tone' and the like, DTMF number receiving, a conference bridge and the like.

The CTI equipment is used as core control equipment and is responsible for providing enhanced queuing and routing control services for call access requests reported by a lower layer and uniformly scheduling and managing platform resources such as seats, IVRs and the like. The CTI equipment supports various routing strategies, such as strategy selection according to the seat state (such as idle time, answer times and the like), priority strategy according to customer information (such as calling and called numbers, customer requirements and the like) and priority strategy according to the seat skill level, and can automatically adjust the queuing strategy according to the skill group, the call queuing condition, the time, the date and the like. CTI equipment issues the routing target to lower access equipment through a resource identification number, and the resource identification number needs to correspond to the seat/IVR-. The CTI equipment can complete monitoring, maintenance and distribution of the seat and the IVR/MS resource port according to various events reported by the seat or the IVR equipment, realize queuing strategies of multi-language and multi-media including short messages, WEB, faxes, videos and the like, and complete a unified 'enhanced' queuing strategy of calls. The CTI can queue real-time calls (voice, video, Web chat and the like) and non-real-time calls (short messages, Email, FAX and the like) in a unified way, and determine how to distribute the calls to the seats according to a comprehensive queuing strategy.

After the ACD sends a routing request to the CTI, the ACD sends a voice or video media channel establishment request to the IVR under the control of the CTI, and after the IVR responds to the request, a voice or media channel is established between the user and the IVR under the control of the ACD. During the period, a plurality of call control changes are reported to the CTI through a standard interface in the form of events. After a media channel is established between the user and the IVR, the IVR plays a video welcome short film and the like to the user terminal. When the user key selects the manual service, the IR detects the user key input, stops the current video playing and transfers the call control right to the CTI. If the video seat is busy, the CTI hands the call control to the IVR again through the ACD, and the IVR plays the video queuing short film (such as advertisement and the like) to the user. When the seat is idle, the CTI sends a request to the ACD, a calling speech path is switched to a specific seat, the ACD reports an event to the CTI after receiving the operation request, the ACD controls the media stream to be redirected, and a video channel between a user and a seat operator is established.

Existing call center agents and application services, such as the 200810182621 patent application:

the agent unit provides a service interface, and sends an operation request and returns an operation result to the CTI, the application server and the like based on the operation of the agent. The seat system completes the provision and integration of various functions with corresponding modules such as a CTI server and an application server through a standard CTI interface, a Web interface and the like. The CTI interface is used for transmitting various messages with the CTI server, so that telephone operators can realize operations such as telephone answering, hanging up, holding, telephone conference, telephone transfer and the like through the manual service interface. The browser is embedded in the client of the seat system, and the business processing flow of the business department is linked to the seat system, so that the business and the telephone function can be conveniently integrated, and a telephone operator can operate various business functions in the same manual service interface. In addition, through the data interaction interface, the message parameter of the CTI transmitted to the agent side can be used as the entry parameter of the corresponding application interface, for example, a calling number is transmitted from the CTI to the agent side, and the manual service interface can display corresponding customer information according to the calling number.

The service interface of the seat system comprises a CTI function area, a menu area, an announcement display area, a client information area, a state area and an operation area. The CTI functional area realizes CTI-related functions such as operator sign-in, sign-out, start/end mute, busy/idle, telephone answering, hang-up, number reporting, call holding/holding and the like. The menu area realizes the operation of the functions of system management, notice management, work order processing, log query, knowledge base and the like. The client information area is used for displaying information of current call clients, such as client names, call time, user types, community information and the like. The status bar is used to display current status information, such as operator job number, login time, agent number, agent status, current time, etc. The operation area integrates different service application services in one area, and is a core part of the whole interface, and is used for realizing various operations of the service, such as number inquiry, way directing service, address book management, restaurant reservation, air ticket reservation, hotel reservation and the like. The operation area comprises a service selection area, an operation result area, a sub-service selection area and a service function area. In the operation area, the operator can select a corresponding interface through the service selection area according to the requirement of the customer to switch different services. When the information service carried out by the operator is sub-service, the sub-service selection button in the sub-service selection area can be used for switching different sub-services.

An application server may be one or more physical devices that provide various application services. The application server receives the call information from the CT and sends the call information to the agent system; receiving an operation request from the seat system, and returning an operation result to the seat system; the application server is used as a server, and the database information in the database server is connected with the client of the seat system to realize various service functions, so that the size and complexity of a client program on the seat system are reduced, data flow can be better controlled, the performance is improved, and better safety guarantee is provided for data communication and user communication. The database server is used for storing user attribute data and/or service data. Database server storage provides services for applications such as querying, updating, transaction management, indexing, caching, query optimization, security, and multi-user access control. The database server may be implemented on the application server or integrated with the application server.

Compared with a structure diagram of an MCP telephone network access system in the figure 5, the MCP telephone network access system structure diagram has the advantages that the names of units in the prior art are used for comparison, and the clear indication of thick frame units in the diagram is simpler than that of the prior art by adding modules and semi-continuous frame units; see fig. 3 for a block diagram of a prior art audio browsing system, and fig. 4 for a block diagram of a prior art call center.

An MCP system comprises units such as SRE identification, UU understanding, TTS conversion, TPU transaction, ISP, ACD, CTI/IVR, consultant seat, application server and translation, and is integrated with a local area network and/or a wide area network; the method comprises the following steps of:

the transaction unit browsed by the original audio frequency is recombined and integrated with the ACD and CTI/IVR units of the call center, and the IVR replaces the answering machine APU of the original transaction unit; the transaction unit communicates with the internet via the ISP.

The ACD is coupled to a customer telephone for accessing call signals and transferring the signals to the CTI via protocol conversion. The ACD unit provides uniform access control and media resource functions, and completes control processing of calls under the control of the CTI, such as transfer, holding, consultation, three-party conference and the like, thereby realizing uniform call processing of a heterogeneous network; and providing basic signaling signals such as 'welcome words', a conference bridge and the like. Broadcast the notice module of the adjustable translation unit of welcome word, the notice customer can search foreign language/other national language information and translate into the language of this country/this national language.

The CTI/IVR is responsible for providing enhanced queuing and routing control services for call access requests, and uniformly scheduling and managing platform resources such as an advisor seat, the IVR and the like, and the IVR replaces a answering machine APU of an original transaction unit and has three telephone channels of a client, a broadcast and an advisor. CTI supports a variety of routing policies, such as advisor seat status (e.g., idle time, answer time, number of answers, etc.) selection policies, customer information (e.g., calling and called numbers, customer requirements, etc.) priority policies, and advisor seat skill level priority policies, and automatically adjusts queuing policies based on skill sets, call queuing conditions, time/date, etc. CTI can realize the queuing strategy of multi-language and multi-media including short message, WEB, fax, video and the like, complete the unified 'enhanced' queuing strategy of calling, and can be preferentially distributed to the consultants with corresponding skills when processing foreign language and national language requests. CTI receives call information and transmits the call information to the transaction unit and each application unit, and the CTI receives a call control instruction from an advisor agent, controls the ACD to process the call, and processes communication between other units and the ACD.

The CTI/IVR also contains an advisor module containing:

an advisor online sub-module for connecting an advisor in response to a client request and a client on the initiative of the advisor; for example, when the user presses a button to select advisor help, the IVR detects the user's button input, stops the current playback, and transfers call control to the CTI. If the advisor is busy, the CTI again passes call control to the IVR via the ACD, and the IVR plays queuing words (such as advertisements) to the user. When the advisor seat is idle, the CTI sends a request to the ACD, a calling speech path is switched to a specific advisor seat, the ACD reports an event to the CTI after receiving the operation request, the ACD controls the media stream redirection, and a channel between a user and an advisor seat advisor is established.

And the three-party interaction submodule is connected with three-party speech paths of the consultant seat, the client and the broadcasting, can listen to the broadcasting and simultaneously converse, and can repeatedly broadcast and continue at any time.

A translation unit comprising:

the announcement module is used for announcing the searchable language and language information and translating the information with the language of the client;

the requirement translation module is used for translating the command information of the client into a required language;

the selected translation module is used for translating the language selected by the webpage into the language of the client;

the client's literary and foreign languages include south African Dutch, Albarya, Arabic, Russian, Bulgaria, Catalany, Chinese (simplified), Chinese (traditional), Croda, Czech, Danish, Dutch, English, Isani, world, Philippine, Finnish, French, Callica, German, Greece, Hebrew, Hindi, Hungary, Iceland, Indonesian, Ireland, Italian, Japanese, Korean, Laodera, Rico-Dow, Maritton, Malaysia, Marotata, Norway, Poss, Portland, Portugal, Romani, Russian, Seville, Spslogan, Roulan, Welan, Tailore, Thailand, Switzerland, Vietnam, Wilshi, Italian, Amimeria, Abira, Basque, Grougiia, Gujarat, Haidikeloer, Canada, Latin, Tamil, Tailugu, Urdu, Han, Mongolian, Tibetan, Wei, Ha, Tower, Yi, Water, Chao, Dai, etc.

The recognition unit SRE converts the voice information of the client into text, if the client has a requirement, and the requirement translation module of the translation unit translates the information of the client into the required language.

The understanding unit UU is operable to determine which part of the web page is a drawing, which part is a dynamic advertisement, which part is an interactive program, which text is a link to a URL, etc. and make the determination accordingly. The learning unit UU uses a language processing engine to learn multiple words received from the client. To understand the user's command, understanding element UU uses SRE to convert the user's command into text. Understanding unit UU uses the TTS unit to selectively convert text to speech before delivering the web page text to the user via the phone. Knowledge unit UU allows users to interact with internet web pages by generating a complete audio representation of the web page. If the web page includes a dynamic program, such as a Java program, to calculate, for example, a mortgage payment, the UU will execute the program in the IA and describe the display that may be generated by a conventional visual browser. UU may also be used to recognize and interpret audio formatted material, including audio hypertext markup language (HTML) tags. Before the web page text is sent to the customer through the telephone, if the required translation is made, the selected translation module translates the selected text into the language required by the customer.

The TT8 conversion unit comprises:

the language module comprises all language sub-modules of the translation unit;

the Chinese national language module comprises all national language submodules of the translation unit;

the Chinese dialect module comprises submodules of Guangdong, Minnan and Chaozhou languages.

TTS converts text-containing foreign/other ethnic text to speech on demand.

The application server is used for providing various services, receiving call information from the CTI and sending a client request to the advisor seat; the application server also stores user attribute data and service data for each element, providing services such as querying, updating, transaction management, indexing, caching, query optimization, security, multi-user access control, etc. for applications and advisor agents. The application server receives the operation request from the counselor and returns the operation result to the counselor.

The application server and the addition of a recording module comprise:

the customer record submodule is used for recording customer files;

the business recording submodule is used for recording the internet surfing information;

the consultant seat unit provides a uniform interface, a search engine and an internet application program interface, and can realize operations of answering, hanging up, keeping, conference call, call transfer and the like through the consultant service interface. The interface comprises a CTI function area, a menu area, an announcement display area, a client information area, a state area and an operation area. The CTI functional area realizes CTI-related functions such as sign-in of an advisor, sign-out, start/end mute, busy/idle indication, telephone answering, hang-up, number reporting, call holding/holding, and the like. The menu area realizes the operation of the functions of system management, notice management, work order processing, log query, knowledge base and the like. The client information area is used for displaying information of current call clients, such as client names, call time, user types, community information and the like. The status bar is used to display current status information, such as advisor job number, login time, agent number, agent status, current time, and the like. The operation area integrates different internet surfing application services in one area, is a core part of the whole interface and is used for regulating and controlling various operations of the internet surfing. The operation area comprises a service selection area, an operation result area, a sub-service selection area and an internet surfing and listening function area. In the operation area, the consultant can select a corresponding interface through the service selection area according to the client requirement to switch different services. When the information service performed by the consultant also has a sub-service, the sub-service selection button in the sub-service selection area can be used for switching different sub-services.

The counselor agent unit further comprises:

the three-party conversation module is provided with a three-party speech path for connecting an advisor seat, a client telephone and broadcasting; through the data interaction interface, the message parameter of the CTI transmitted to the agent side can be used as the entry parameter of the corresponding application interface, for example, a calling number is transmitted from the CTI to the advisor agent side, and the advisor service interface can display the corresponding client information according to the calling number.

The help module is connected with the multimedia information and is connected with the system for regulation and control; and sending an operation request and a returned operation result to each unit based on the operation of the consultant. The functions are provided and integrated through corresponding modules such as a standard CTI interface, a Web interface and the like, as well as a CTI server, an application server and the like. Wherein, the transfer of various messages with the CTI server is realized through the CTI interface. The online network-listening processing flow is linked to the advisor seat unit by embedding a browser in the client of the seat system, so that the online network-listening and the telephone functions can be conveniently integrated, and the advisor can perform various online network-listening functions in the same advisor service interface.

Example 3

The detailed steps and implementation of an MCP telephone network accessing and listening method are compared with a flow chart of an MCP telephone network accessing and listening method in figure 7

00804298, the audio browsing method includes the detailed steps of establishing a link, transmitting a signal, generating a response (including interpretation of a selection translation, recognition, tour reception, processing, selection, conversion, etc.):

s1 and S2 call a user phone of IA2 responded by APU within TPU;

s3 checking the user' S identity and password;

s4 TPU asks the user for a URL for access;

s5 creating a connection to a conventional ISP using the TPU;

s6, surfing the Internet and receiving the webpage;

the S7 webpage is interpreted by UU;

s8 UU speaks the correct text of the web page to the user via telephone;

S6-S8 are repeated until the user does not continue to select a link to a new URL in the selection decision step S9 and stops requesting additional URLs in the selection decision step S10.

The S11TPU terminates the connection to both the phone and the internet.

A method for implementing service for existing call center agent online customers, for example, 200710188138.9 patent, is a new generation call center automatic service implementation method, including:

a, a user initiates a call, and a soft switch ss sends an Invite message to automatic call distribution ACD equipment;

b, the ACD equipment sends a routing request event to the computer telephony integration CTI equipment;

c, the CTI equipment selects a route and returns a route selection event to the ACD equipment;

d, the ACD equipment sends a transmission event to the CTI equipment;

e, the CTI equipment sends a response request event to the seat;

f, the seat responds, a response request is sent back to the CTI equipment, the response request carries media type parameters, and the default is voice;

g, the CTI equipment sends an answer success event;

h, the ACD equipment sends an Invite message to the seat soft PHONE

I, the seat soft PHONE sends back a ringing message;

j, the ACD device sends back a ringing message to the soft switch;

k, the seat sends a 2000K message to the software automatic call distribution SOFTACD equipment;

l, ACD equipment sends 2000K message to soft switch;

m, the soft switch sends back a response message to the ACD equipment;

n, the ACD equipment returns a response message to the seat;

o, after the user and the seat establish a call, the seat sends a data request message to the application server according to the user requirement;

and P, the application server sends back a data request response message.

Parallel methods and systems in the field such as CN99106400.3 patent IBM corporation "parallel selection method of uniform resource locator and system thereof": a plurality of embedded links are selected from one or more web pages displayed in a browser window and processed in parallel, as well as displayed in parallel, printed in parallel, downloaded in parallel, and the like.

The existing integrated call center system has parallel functions, including multi-user parallel, multi-task parallel of the same user, and the like.

The detailed steps and implementation of the method for the MCP phone to surf the Internet and listen to the Internet are as follows:

referring to the flow chart of a method for accessing Internet and listening to Internet by MCP phone in FIG. 7

The customer calls the number of the telephone network service provider.

S10 establishing link ACD to connect with customer telephone, IVR broadcasting welcome word (Chinese broadcasting can be selected by customer in cantonese, Minnan, Chaozhou language, etc.) to inform customer using method (can press key at any time to request help from online consultant; language capable of searching and translating); the application server records the client information and the service information.

The language includes south African Dutch, Albarya, Arabic, Russian, Bulgaria, Catalany, Chinese (simplified), Chinese (traditional), Croda, Czech, Danish, Dutch, English, Esarnia, world, Philippine, Finnish, French, Callicarpa, German, Greece, Hebrew, Hindi, odonglian, Iceland, Indonesia, Ireland, Italian, Japanese, Korean, Laodera, Ricotang, Maritton, Malaysia, Marotata, Norway, Poss, Polish, Portugal, Romani, Russian, Severfew, Spragova, Tyranus, Thailand, Switzerland, Russian, Style, Sativeria, Spragana, Rotunica, Thailand, Switzerland Thailand, Vietnam, Wilshi, Italian, Amimeria, Abira, Basque, Grougiia, Gujarat, Haidikeloer, Canada, Latin, Tamil, Tailugu, Urdu, Han, Mongolian, Tibetan, Wei, Ha, Tower, Yi, Water, Chao, Dai, etc.

S20 the client speaks the command and the application server records the client information and the service information.

The S21CTI detects whether the client requests on-line advisor help.

S30, the CTI responds to the client application, the consultant can actively connect with the online help client and communicate with the online consultant, the online consultant calls other units and related information through the agent to help the client, and can replay the voice and continue to listen to the voice while talking (three-party conversation); the application server records the client information and the service information.

S40 identification element SRE interprets the client 'S order information, if the client has the need to translate the client' S information into the required foreign language/national language, UU understanding element executes the client 'S order to connect ISP internet searching to get the corresponding web page and select the text, if the former translation, the selected foreign language/national language is translated into the client' S language, and broadcasts to the client; the application server records the client information and the service information.

The S41CTI detects whether the client requests help from an online advisor.

S50, the CTI responds to the client application, the consultant can actively connect with the online help client to communicate with the online consultant, the online consultant calls other units and related information through the agent to help the client, and the online consultant can replay the voice, continue to stop and listen to the voice and simultaneously converse (three-party conversation); the application server records the client information and the service information.

S60 customer selects stop rotation 61; otherwise go to step S20 … …

S61 interrupts the telephone connection.

After the link is established, each step and the sub-steps thereof can be partially parallel, namely, the subsequent steps can be started during the proceeding of the previous step, and the subsequent steps can be performed without completely completing the previous step. Response substep as in step S40: the selection of the first page is started when the webpage is obtained, the broadcast conversion is started when the first page is selected, the N +1 page, the N page and the N-1 page of the broadcast conversion can be obtained for the 1 st, 2 nd, … th, N-1, N, N +1, … th and M webpages in parallel, the selection is started without obtaining the M pages, and the broadcast conversion is started without finishing the M pages.

According to the method, an example of the price of the mobile phone of the user telephone network United states website 3A is as follows:

referring to FIG. 7, a flow chart of a method for accessing Internet and listening to Internet by MCP phone

The customer calls the number of the telephone network service provider.

S10 establishes a link and the ACD unit connects the customer' S phone. The IVR plays' telephone listening net welcome you, please say what you want to listen to. We can search foreign/other ethnic information and translate into your language, press 0 "at any time with the help of the consultant; the application server records the client information and the service information.

S20 client: "find the price of Chinese 3A cell phone in American shop, broadcast Yue Ting"; the application server records the client information and the service information.

S40 identification unit SRE interprets client ' S command, translation unit translates into American English, UU understanding unit executes command to connect ISP internet searching to obtain corresponding web page and select text, translates into Chinese, and broadcast to client in Guangdong language ' we search 100 Chinese 3A mobile phone prices of 10 American shops, if necessary, consultant can press 0 key at any time, and broadcast mobile phone and price … … ' according to shop and brand model "

The application server records the client information and the service information.

After broadcasting 12 mobile phones of 2 shops, the client requests help of an online consultant according to '0';

the S41CTI detects that the client presses "0".

S50 the CTI connects to the online advisor,

the consultant: "i am a consultant, X, what help you need? ",

customer: "just broadcasting mobile phone has four frequency bands, and is used in china? "

Online consultant: the consultant calls other units and related information to search the 'four-frequency-on-cell phone' playback broadcast, and searches the use condition that the website is not in China.

The consultant: "the united states website does not have the use of the four-band mobile phone in china, and probably the chinese website has related information, how do you look up? "

Customer: "yes".

S60 if the customer does not select to stop, go to step S20 to check if the mobile phone has four bands in China … …

Example 4

The constitution, mutual relation, operation steps and realization of each part of a telephone browsing system are compared with a structure diagram of the telephone browsing system in figure 6, and related names of a telephone network and an existing call center are used in the middle part of the diagram.

The telephone browsing system can be implemented by recombining and integrating the MCP telephone internet surfing and listening system and the existing comprehensive call center and transplanting and adding a new module.

Background art the integration of customer communications and the like in existing call centers has been described, the prior art of call centers cited in examples 1 and 2 has described the architecture, connections and applications of multimedia (including sms) calls in ACD, CTI/IVR and agents, and the prior art of integrated call centers as in the 200710188138.9 patent:

besides providing service logic, the application server AS and the multimedia Multi-AS establish a uniform data model, and have the capability of accessing a local or remote DB.

The multimedia gateway GW is connected with an external server through a G interface and is connected with the CTI equipment through an E interface, and the CTT equipment (103) is used for providing multimedia type call access and data transmission through the E interface.

E, interface E: interfaces among the CTI device, the recording device, an Outbound policy Server (OBS) and the multimedia gateway are collectively referred to as an E interface, and a unified API is provided for the E interface, and the E interface supports call access and data transfer services of various media types. At present, the fields of Web Chat, email, text short messages, multimedia messages, dial-out services and the like are covered.

IVR/MS is used AS the running environment of the Automatic service, is responsible for analyzing and executing the Automatic service logic, provides TTS, ASR (Automatic Speech Recognition), fax and other media resource capabilities, supports VXML2.0+, can dynamically download the Automatic service script from AS and analyze and execute, and belongs to the range of broadband service capabilities, such AS video push, webpage push, number one hundred robots (a man-machine information interaction system developed based on Microsoft MS).

The telephone handset browsing system can be implemented by recombining and integrating the MCP telephone Internet surfing and listening system and the comprehensive call center and transplanting and adding a new module.

A telephone browsing system comprises ACD, CTI/IVR/MS (including TTS, ASR automatic speech recognition module), SMS server, multimedia consultant seat, multimedia application server, gateway, learning unit, etc, integrated by LAN and/or WAN; composition, interrelation, operation steps and implementation of each part (parts overlapping with embodiment 2 are not detailed):

a gateway: the short message gateway is connected with a short message network; internet gateways replace ISPs. The gateway is connected with an external server through a G interface and is connected with CTI equipment through an E interface, and the CTI equipment provides multimedia type call access and data transmission through the E interface and covers Web CHat, Email, text messages, multimedia messages, dial-out services and the like.

The ACD has the integrated access capability of wide and narrow bands, provides uniform access control and media resource functions for voice, fax and video calls, maps call requests from different signaling protocols in wide and narrow band networks into uniform call events, shields the difference of processing of all the protocols, reports the uniform call events to the CTI through a standard and open interface protocol and completes the control processing of voice or video multimedia channels of the calls under the control of the CTI, such as transfer, hold, consultation, three-party conference and the like, thereby realizing the uniform call processing of heterogeneous networks. The media resource function module provides the functions of playing basic signaling signals such as 'welcome words', etc., receiving numbers by the DTVIF, meeting bridge, etc.

The CTI is responsible for providing enhanced queuing and routing control services for call access requests, uniformly scheduling and managing platform resources such as seats, IVRs and the like, and replacing a transaction unit of the original telephone listening network. CTI supports a variety of routing policies, such as advisor seat status (e.g., idle time, answer time, number of answers, etc.) selection policies, customer information (e.g., calling and called numbers, customer requirements, etc.) priority policies, and advisor seat skill level priority policies, and automatically adjusts queuing policies based on skill sets, call queuing conditions, time/date, etc. CTI can realize the queuing strategy of multi-language and multi-media including short message, WEB, fax, video and the like, complete the unified 'enhanced' queuing strategy of calling, and can be preferentially distributed to the consultants with corresponding skills when processing the requests of short message, foreign language and national language. E, interface E: interfaces among the CTI device, the recording device, an Outbound policy Server (OBS) and the multimedia gateway are collectively referred to as an E interface, and a unified API is provided for the E interface, and the E interface supports call access and data transfer services of various media types. At present, the fields of Web Chat, Email, text short messages, multimedia messages, dial-out services and the like are covered.

IVR/MS is responsible for analyzing and executing the automatic service logic, and the media server MS comprises an ASR automatic speech recognition identification and TTS module; the ASR (Automatic Speech Recognition) module is equivalent to an identification SRE unit of a telephone network to convert the Speech information of a client into a text, and the TTS module is equivalent to a conversion TTS unit of the telephone network to convert the text into words. The IVR/MS provides TTS, ASR, fax, short message and other media resources, and other broadband services such as video push, webpage push, number hundred robot (man-machine information interaction system developed based on Microsoft MS).

The understanding unit UU is operable to determine which part of the web page is a drawing, which part is a dynamic advertisement, which part is an interactive program, which text is a link to a URL, etc. and make the determination accordingly. The learning unit UU uses a language processing engine to learn multiple words received from the client. In order to understand the user's command, understanding unit UU uses ASR to convert the user's voice command into text. Text is selectively converted to speech using TTS, using customer communication integration.

The short message server SMS comprises a short message receiving module and a short message command processing and transmitting learning unit; the short message sending module sends the webpage text selected by the learning unit to the mobile phone of the client.

The multimedia application server covers the application server, and is additionally provided with a client communication integration module for integrating, receiving and broadcasting each terminal (telephone and mobile phone) of each client according to the requirement and the media type (audio frequency and short message), such as receiving terminal voice and/or short message of A, and sending terminal short message and/or voice of B.

The multimedia counselor seat (including the counselor seat of the telephone network) provides a uniform interface, a search engine and an application program interface, and is additionally provided with a short message service interface and an operation platform, and can send short messages to clients based on the operation of the counselor.

Related interfaces between devices, such as:

And F interface: the AS accesses the DB through the F interface, supports two database access modes of a local database and a remote database, and is convenient to realize the whole network data sharing.

Example 5

The detailed steps and implementation of a telephone browsing method are shown in fig. 8, which is a flow chart of the telephone browsing method.

The method for realizing multimedia service by the existing call center seat online client is as described in the CN200710188138.9 patent implementation method in embodiment 3:

and P, the application server sends back a data request response message.

The method comprises the following steps of automatic service implementation:

the user initiates a call, and the softswitch sends an Invite message to the SoftACD;

the SoftACD sends a routing request event EvtRouteRequest to the CTI;

CTI selects route and sends back route selection message to SoftACD;

the CTI sends an event notification function IvrGetEvent event to the interactive voice response system IVR, wherein the event carries parameters such as a calling number, a called number and the like;

the SoftACD sends an Invite message to the IVR;

the IVR sends back a 180Ring message to the SoftACD;

SoftACD sends back a 180Ring message to the soft switch;

IVR sends 2000K message back to SoftACD;

SoftACD sends back 2000K message to the soft switch;

the soft switch sends back an ACK message to the SOFTACD;

the SoftACD sends back an ACK message to the IVR;

IVR response, the user and IVR establish a path;

the IVR calls a service script in an application server AS;

AS returns a script calling response;

the IVR calls user data to the CIT, inquires call data IvrQueryCallData carrying call data parameters, and the user interacts with the IVR;

and (5) after the conversation is finished, releasing the speech path.

Detailed steps and implementation of a telephone handset listening and browsing are compared with a flow chart of a telephone handset listening and browsing in figure 8.

The details are not repeated in the same way as in example 3:

the customer sends a short message to the telephone handset listening service provider or calls its number.

10 the gateway, CTI/IVR receives the customer's message and replies welcome message (informing the customer's using method, pressing key at any time, sending character request for help from online consultant, etc.).

Or the ACD connects and establishes a call link; IVR broadcasts welcome words;

the multimedia application server records client information and service information.

20 the client sends short message and/or speaks command, the multimedia application server records the client information and the service information.

CTI 21 detects whether a customer requests on-line advisor assistance.

30CTI responds to the client application, the consultant can actively connect with the online help client, the online consultant is communicated with the client, the online consultant calls other units and related information through the agent to help the client, can send short messages, can replay the voice, can continue when stopping, and can listen to the voice and simultaneously carry out conversation (three-party conversation); the multimedia application server records client information and service information.

40 the SMS process the short message order and/or the recognition module interprets the voice order of the client, and sends it to UU understanding unit; the multimedia application server integrates, receives and broadcasts each terminal (telephone and mobile phone) of each client according to the requirement and the media type (audio frequency and short message); the learning unit executes the command to connect the gateway to the Internet to search and obtain the corresponding webpage and select the text, and the short message server sends the short message to the client and/or IVR broadcasts the short message to the client. And the multimedia application server makes a record.

The 41CTI detects whether the customer requests on-line advisor assistance.

50CTI responds to the client application, and the consultant can actively online to help the client; the CTI connects online consultant to communicate with client, online consultant calls other units and relevant information through seat to help client, can send short message, can replay broadcast, stop and continue, listen to broadcast and talk (three-party talk); the application server records the client, the process and other related information.

If not, the 60 client re-enters step 0 … ….

Otherwise the system stops the connection with the client terminal 61.

According to the above listening to the telephone handset, an example that a user telephone listens to an Imperial palace website: refer to FIG. 8 for a flow chart of telephone listening.

The customer sends a short message 'Guogong' to the telephone handset listening service provider.

And 10, sending a short message to the CTI/IVR through the gateway to reply 'welcome phone handset to visit, please send the content you want to check'. Please send ""; the multimedia application server records client information and service information.

The 20 client sends a "request for online advisor help.

And (3) the CTI detects the client application, and the multimedia application server records the client application.

30CTI detects and responds to the client application; the consultant dials out to the online client,

the consultant: "i am a consultant, X, what help you need? "

Customer: "I want introduction of the Imperial palace in Minnan.

The consultant: please, etc. dictate a command to the system that Minnan dialect is the introduction to the Imperial palace. And the multimedia application server makes a record.

The 40 understanding unit is connected with the gateway to search and process the internet to obtain a corresponding webpage and select a text, the IVR/MS Minnan phone broadcasts to the client, and the last sentence is 'if broadcasting contents are sent to you by short messages and please press 9'.

The 60 customer opts out to end, go to step 20 … ….

Claims

An MCP telephone network system comprises an audio browsing system and a call center, and is characterized in that the audio browsing and call center is connected and integrated, and at least one of the following modules is added:

the three-party conversation module is provided with a seat consultant, a client and a broadcasting three-party real-time speech channel, and can browse and simultaneously converse;

the consultant help client module is connected with the multimedia information and is connected with the system regulation and control.
2. The MCP system of claim 1 including a live advisor connection sub-module for responding to customer requests or actively connecting to customers.
3. MCP system for a telephone internet listening system according to claim 1 or 2, characterized in that it comprises at least one of the following elements:

(3.1) a translation unit comprising:

the announcement module is used for announcing the searchable language and language information and translating the information with the language of the client;

the requirement translation module is used for translating the command information of the client into a required language;

the selected translation module is used for translating the language selected by the webpage into the language of the client;

the languages include south African Dutch, Albarnya, Arabic, Russian, Bulgaria, Catalanib, simplified Chinese, traditional Chinese, Crohn's language, Czech, Danish, Dutch, English, Elsino, world-wide, Philippine, Finland, French, Calif, German, Greece, Hebrew, Hindi, Hungary, Islands, Indonesia, Ireland, Italian, Japanese, Korean, Ladevia, Litotan, March, Malatan, Marhattan, Norway, Persian, Polish, Portuguese, Romani, Russian, Lavian, Rovacard, Spanish, West, Wurish, Russian, Swiss, Viper, Vietnamese, Viper, Swiss, Japan, French, German, French, German, French, Sativeria, French, Tachyme, Sativeria, Tachyn, Sakken, Majohnson, Majohnian, Ma, The first language is the words of the Italian, Amanian, Abira, Basque, Grougiya, Gujilat, Haidikeloer, Kanada, Latin, Tamil, Tailugu, Urdu, Han, Mongolian, Tibetan, Wei, Ha, Tower, Yi, Water, Chao, Dai;

(3.2) a text-to-speech unit comprising:

a language module containing the languages in (3.1) above;

the Chinese dialect module includes Yue, Minnan and Chaozhou languages.
The method for network access and listening of MCP telephone comprises an audio browsing method and a new generation call center automatic service implementation method, and is characterized in that at least one of the following steps is added:

the consultant responds to the client request or actively connects the client, connects the multimedia information and connects the system regulation and control;

the consultant, the client and the broadcasting three-party have real-time conversation while browsing and simultaneously having conversation.
5. The method of claim 4, wherein the MCP phone Internet surfing and listening method at least comprises one of the steps (5.1) to (5.4):

(5.1) after the link is established, the client can apply for the help of the consultant at any time, and the service provider detects and responds to the client for the online consultant; the consultant can actively connect clients;

(5.2) the advisor online help client, comprising:

the consultant and the client have a conversation, and can broadcast while the conversation, broadcast repeatedly and continue at any time;

connecting multimedia information by the consultant and connecting a system regulation help client of the service provider;

(5.3) after establishing the link, the steps of transmitting, generating a response, and connecting the advisor help client comprise: recording client information and recording service information;

(5.4.) after the link is established, the steps of transmitting, generating a response, connecting the consultant to assist the client, and their substeps may be partially in parallel, i.e., the preceding step may be initiated and the subsequent steps may be performed while the preceding step is in progress, and the subsequent steps may not be performed until the preceding step is completely completed.
6. The method of claim 4, wherein the MCP phone Internet surfing and listening method at least comprises one of (6.1) to (6.2):

(6.1) a translation step comprising:

announcing language information which can be searched by a client and translating the information with the language of the client;

requirement translation, which translates the information of the client into the required language;

selecting translation, and translating the language selected by the webpage into the language of the client;

the languages include south African Dutch, Albarnya, Arabic, Russian, Bulgaria, Catalanib, simplified Chinese, traditional Chinese, Crohn's language, Czech, Danish, Dutch, English, Essenia, world-language, Philippine, Finland, French, Callicaria, German, Greek, Hebrew, Hindi, Hungary, Iceland, Indonesia, Ireland, Italian, Japanese, Korean, Laplace, Litotan, March, Malatan, Marhattan, Norway, Persian, Polish, Portuguese, Russian, Laura, Rovay, Spanish, West, Russian, Swiss, Vietnamese, Viper, Swiss, Saudian, Swiss, Jewelan, and Hokken, Japan, The first language is the words of the Italian, Amanian, Abira, Basque, Grougiya, Gujilat, Haidikeloer, Kanada, Latin, Tamil, Tailugu, Urdu, Han, Mongolian, Tibetan, Wei, Ha, Tower, Yi, Water, Chao, Dai;

(6.2) text-to-speech involves conversion to Chinese dialects, including Yue, Minnan, and Chaozhou languages.
7. Telephone listening system comprising an MCP telephone internet listening system according to claim 1, characterized by comprising at least one of the following modules:

the short message receiving module is used for receiving a short message command;

and the short message sending module is used for sending the extracted webpage content.
8. The telephone listening system of claim 7 further comprising a customer communication integration module for integrating reception and delivery of audio and text messages for each customer's respective telephone terminal on demand and in accordance with the media type.
9. A telephone handset listening method comprising the telephone network surfing and listening method as claimed in claim 4, wherein the signals of the link, the transmission and the response generation comprise short messages; the service is a telephone listening service.
10. The telephone listening method of claim 9 further comprising at least one of the steps (10.1) - (10.2):

(10.1) the retrieved web page content may be converted, at least in part, into a short message signal;

and (10.2) integrating receiving and broadcasting the telephone terminals of each client according to the requirements and the types of the audio frequency and the short message of the media.