CN104092703A - CTI signal processing system and method based on TSP services - Google Patents
CTI signal processing system and method based on TSP services Download PDFInfo
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Abstract
The invention provides a CTI signal processing system and method based on TSP services. Mutually-separated service data flow and voice flow of CTI signals are extracted and then transmitted and received through different circuits, returned service data flow and voice flow can be respectively returned, service operation based on the service data flow is quick and convenient, the service period is shortened, and service time is shortened. Under the condition that voice and data are separated and voice goes wrong, corresponding processing can be conducted through a data prompt calling center; in addition, plug-ins are not needed, a user can log in a server through an ordinary browser to control related functions, development cost, deployment cost and management cost are low, tests and use are convenient, meanwhile, due to the fact that data integration is early, the requirement for the speed of a background service system is lowered, and multiple supporting systems can be more easily integrated.
Description
Technical field
The present invention relates to audio call technical field, particularly relate to CTI signal processing system and method thereof based on TSP service.
Background technology
At TSP (Telematics Service Provider, carried-on-vehicle computer system ISP) in call center system, transmit need to complete the business operation based on CTI data in the voice call based on CTI by CTI (Computer Telephony Integration, computer telephone integration) signal.Based under browser-server mode in operation system, need to be when car machine and the voice call of attending a banquet to be initiated, the numerous system datas of TSP can fast integration.
Mainly contain in the market two class schemes:
1. based on IE, OCX plug-in unit scheme.
3. based on java applet plug-in unit scheme.
Above-mentioned 1 class scheme is utilized windows/IE environment browser, and the exploitation special OCX control of browser and cti server carry out the exchange of speech data control signal, then requested service system data, finishing service flow process; 2 class schemes are more similar to 1 class, utilize java applet to complete the exchange process of speech data.Core in two class schemes is to attend a banquet to hold the control of PC browser, and the core data transmission that completes whole flow process by it is with integrated, and in network application, service logic, flow process control are all carried out at server end; Therefore, in above scheme, increased the difficulty of the each side such as design, exploitation, deployment, use, management of service end and client, easily caused occurring that the network operation postpones the situations such as obstruction, inefficiency.
Summary of the invention
The shortcoming of prior art in view of the above, the object of the present invention is to provide CTI signal processing system and method thereof based on TSP service, large to solve in above-mentioned prior art TSP system difficulty, the problems such as service requirement height.
For realizing above-mentioned target and other related objectives, the invention provides a kind of CTI signal based on TSP service and process service end, comprise: extraction module, for receiving and process CTI signal from client to extract the business data flow and the voice flow that are separated from each other; Sending module, for never sending described business data flow and voice flow respectively with circuit.
Preferably, described CTI signal processing service end also comprises: receiver module, the business data flow and the voice flow that return for receiving corresponding described transmission; Pushing module, for pushing respectively the business data flow of described passback and the client that voice flow extremely connects.
Preferably, described CTI signal is processed service end and is comprised: integration module, and for by integrated the business data flow of the passback of described reception.
For realizing above-mentioned target and other related objectives, the invention provides a kind of call center of the CTI signal processing based on TSP service, described CTI signal is to be sent and processed to extract the business data flow and the voice flow that are separated from each other by client, and described call center is for receiving described business data flow from the first circuit.
Preferably, described call center is also connected with the seat terminal for receive described voice flow from the second circuit.
Preferably, described call center is connected in TSP supporting platform.
Preferably, described call center is synchronized with described client.
For realizing above-mentioned target and other related objectives, the invention provides a kind of CTI signal processing system based on TSP service, comprising: described CTI signal is processed service end; Connect described CTI signal and process the call center of service end, for receiving described business data flow from the first circuit; Connect the seat terminal of described call center, for receiving described voice flow from the second circuit.
Preferably, described seat terminal also comprises: process the login module of service end for logining described CTI signal, wherein said login module comprises browser.
Preferably, described CTI signal processing system, also comprises: the TSP supporting platform being connected with described call center.
Preferably, described call center is synchronized with described client.
For realizing above-mentioned target and other related objectives, the invention provides a kind of CTI signaling method based on TSP service, comprising: receive and process CTI signal to extract the business data flow and the voice flow that are separated from each other; Respectively described business data flow and voice flow are never sent with circuit.
For realizing above-mentioned target and other related objectives, the invention provides a kind of CTI signal return method based on TSP service, be applied to described CTI signaling method, comprising: receive corresponding described transmission and the business data flow and the voice flow that return; The business data flow of described passback and voice flow are integrated into passback CTI signal; Push described passback CTI signal to client.
For realizing above-mentioned target and other related objectives, the invention provides a kind of CTI signal acceptance method based on TSP service, described CTI signal is to be received and to process to extract the business data flow that is separated from each other and voice flow, and described method comprises: receive described business data flow by the first circuit; Receive described voice flow by the second circuit.
For realizing above-mentioned target and other related objectives, the invention provides a kind of CTI method for transmitting signals based on TSP service, comprising: receive and process described CTI signal to extract the business data flow and the voice flow that are separated from each other; Respectively described business data flow and voice flow are never sent with circuit, wherein, described different circuits comprise: the first circuit and the second circuit; Receive described business data flow by described the first circuit; Receive described voice flow by described the second circuit.
As mentioned above, CTI signal processing system and method thereof based on TSP service provided by the invention, by CTI signal is divided circuit to send and is received to extract the business data flow and the voice flow that are separated from each other, and also can be by the business data flow of passback and voice flow loopback respectively, business operation based on business data flow can be very quick convenient, accelerate service period, shortened service time; And separate with data in situation at voice, in the situation that voice go wrong (as microphone after car crass damages), also can make respective handling by Notes of Key Data call center; Separately without plug-in unit, all can logon server control correlation function by generic browser, development deployment cost, management cost is low, test easy to use, simultaneously due to the data integration time early, reduce the rate request to Batch Processing system, more easily integrated numerous support systems.
Brief description of the drawings
Fig. 1 be shown as in the embodiment of the present invention CTI signal processing system based on TSP service structural representation.
Fig. 2 is shown as the structural representation of CTI signal processing service end in the CTI signal processing system of serving based on TSP in the embodiment of the present invention.
Fig. 3 is shown as the schematic flow sheet of the CTI signaling method based on TSP service in the embodiment of the present invention.
Fig. 4 is shown as the schematic flow sheet of the CTI signal return method based on TSP service in the embodiment of the present invention.
Fig. 5 is shown as the schematic flow sheet of the CTI signal acceptance method based on TSP service in the embodiment of the present invention.
Fig. 6 is shown as the schematic flow sheet of the CTI method for transmitting signals based on TSP service in the embodiment of the present invention.
Element numbers explanation
The 1 CTI signal processing system of serving based on TSP
11 CTI signals are processed service end
111 extraction modules
112 sending modules
113 receiver modules
114 integration modules
115 pushing modules
12 clients
13 call centers
14 seat terminals
15 TSP supporting platforms
S101～S102 method step
S201～S202 method step
S301～S302 method step
S401～S404 method step
Embodiment
Below, by specific instantiation explanation embodiments of the present invention, those skilled in the art can understand other advantages of the present invention and effect easily by the disclosed content of this specification.The present invention can also be implemented or be applied by other different embodiment, and the every details in this specification also can be based on different viewpoints and application, carries out various modifications or change not deviating under spirit of the present invention.It should be noted that, in the situation that not conflicting, the feature in embodiment and embodiment in the application can combine mutually.
As shown in Figure 1, the invention provides an embodiment and show the CTI signal processing system 1 based on TSP service, comprising: CTI signal is processed service end 11, client 12, call center 13 and seat terminal 14.In one embodiment, described CTI signal is processed service end 11 and is connected in described call center 13 and client 12, and described call center 13 is never connected in described CTI signal processing service end 11 with circuit through described seat center.
Specifically, TSP (Telematics Service Provider), occupy core status in Telematics industrial chain; Be mainly operator as vehicle-carrying communication content service supplier and produce text, image, audio frequency, video or multimedia messages.
Specifically, CTI technology is to come from traditional computer telephone integration (Computer Telephony Integration) technical development, to want computer technology to be applied in telephone system at first, can automatically carry out identifying processing to the signaling information in phone, and connect by setting up relevant speech channel, and transmit predetermined recording file, switching calling etc. to user.This means that CTI technology not only will process traditional call voice, and the information medium that will process other forms such as comprising fax, Email etc. is business datum.CTI technological leapfrogging computer technology and the large field of telecommunication technology two, some typical services that provide mainly contain message system based on subscriber equipment (CPE), Interaction Voice Response, call center's 13 systems, value-added service, IP phone etc.CTI, is called as compuphone, carrys out management of telephone call with computer.It refers to computerized call center 13, for example your calling is directly linked into correct place, sometimes it can be used for describing computer management call (you can think that your computer is exactly a call center 13 in this case).
CTI application program provides following functions:
1) authoritative user.Use one of multiple methods, telephone number can with database comparison, sound recognition, directly delivers to correct place by this phone.
2) provide mutual language to respond (IVR).
3) data record of calling party is shown in order to using.
4) Managing speech and video conference.
5) information that collection and the demonstration user that the line is busy or user stay.
6) receive faxes information information is delivered on corresponding facsimile machine.
7) call out for other places, call out in advance.
8), based on calling, starting intelligent agent provides caller to request help.
As shown in Figure 2, described CTI signal is processed service end 11, comprising: extraction module 111, for receiving and process CTI signal from client to extract the business data flow and the voice flow that are separated from each other; Sending module 112, for never sending described business data flow and voice flow respectively with circuit.In one embodiment, described different circuits comprise the first circuit and the second circuit, and namely as shown in Figure 1, described the first circuit is processed service end 11 by described CTI signal and be connected to described call center 13, in order to transmit described business data flow; And described the second circuit is connected to described seat terminal 14 by described CTI signal processing service end 11; As previously mentioned, described business data flow and traffic aided, and described voice flow is relevant to call.That is to say, can complete CTI signal by described CTI signal processing service end 11 and be separated into business data flow and the also object of transmission of voice flow.
In one embodiment, preferred but nonessential is, the business data flow and the voice flow that also circuit passback are come due to CTI signal processing service end 11 are sent to client 12, therefore, described CTI signal is processed service end 11 and is also comprised: receiver module 113, the business data flow and the voice flow that return for receiving corresponding described transmission; Pushing module 115, for pushing respectively the business data flow of described passback and the client 12 that voice flow extremely connects, in one embodiment, described pushing module also can comprise data-pushing unit for pushing described business data flow and for pushing the voice push unit of voice, not be limited with diagram; Preferred but nonessential, also comprise: integration module 114, for pushing to client by described pushing module 115 after integrated the business data flow of passback; Preferably, described call center 13 and client 12 are synchronous, and, can first integrated service data flow be sent to client, then send voice flow to client, although be asynchronous transmission, if do comparatively approachingly in the transmitting time of business data flow and voice flow, can make to deliver to the voice flow of client 12 and business data flow close to simultaneous display; Process service end 11 by described CTI signal and can reach the object that the business data flow of passback and voice flow is sent to client 12.
It should be noted that, CTI signal in above-mentioned Fig. 1 is processed the connection of service end 11 only for illustrating, and in other embodiments, all can be changed connecting, and described CTI signal is processed service end 11 principles can be with reference to figure 2, but not is limited with the connection shown in Fig. 1.
Refer to again Fig. 1, when described CTI signal is to be sent by client and processed to extract after the business data flow and voice flow being separated from each other, described call center 13 is for receiving described business data flow from the first circuit, preferred but nonessential is, described CTI signal processing system 1 can also comprise: the TSP supporting platform 15 being connected with described call center 13, and described call center 13 is connected in described TSP supporting platform 15 and serves relevant various server hardwares and the support of software systems for completing TSP, described in be connected in call center 13 seat terminal 14 for receiving described voice flow from the second circuit, described seat claims again " attending a banquet ", by communications service provider is provided, comprise: agent phone, network connects seat computer of CTI processing server signal and call center 13 etc., preferred but nonessential is, described seat terminal 14 also comprises: the login module of processing service end 11 for logining described CTI signal, described login module can comprise browser, in the present invention, because data and voice are separated, therefore described browser can be logined described CTI signal without special plug-in unit control and process service end 11, embodiment is as work such as monitoring or Business Processing.
Separately it should be noted that, the connection of above-mentioned Tu1Zhong call center 13 is also for illustrating, in other embodiments, all can be changed connecting, described call center 13 only needs to complete the reception to business data flow, and preferred, complete the reception to voice flow by the seat terminal 14 of its connection, its connected mode is not Figure 1 shows that limit.
It should be noted that, in the present invention, data and voice can asynchronous executions, and early, display speed is fast, thereby even can realize the real-time synchronization of data and voice in data integration, and business operation can be very quick convenient, accelerated service period, shortens service time.
It should be noted that, described extraction module 111, sending module 112, receiver module 113, integration module 114 and pushing module 115 all can be realized in conjunction with electronic hardware functional circuit by software or electronic hardware functional circuit or software, wherein the realization of software can existing as the environment such as JAVA, C++ under exploitation obtain, comprise such as processor, memory, interface circuit etc. and carry the electronic hardware of software; Described processor i.e. the CPU of for example host computer, the desktop computer of such as Intel or AMD or processor chips and the interlock circuit etc. of server level, and described memory can comprise high-speed random access memory, and can comprise nonvolatile memory, for example one or more disk storage devices, flash memory device or other non-volatile solid-state memory devices.In certain embodiments, memory can also comprise the memory of one or more processors, for example, via the network attached storage of RF circuit or outside port and communication network access, wherein said communication network can be internet, one or more in-house network, local area network (LAN) (LAN), wide area network (WLAN), storage area network (SAN) etc. or other are appropriately combined.The access of other assemblies such as CPU and interface circuit interface circuit of Memory Controller controllable device to memory; Described interface circuit, the input and output peripheral hardware of equipment is couple to CPU and memory by interface circuit.Various software program and/or the instruction set that are stored in memory of described one or more processor operation, so that the various functions of actuating equipment, and data are processed.In certain embodiments, interface circuit, CPU and Memory Controller can be realized on one single chip; And in some other embodiment, they may realize in multiple separate chip.
As shown in Figure 3, the invention provides a kind of CTI signaling method based on TSP service, comprising:
Step S101: receive and process described CTI signal to extract the business data flow and the voice flow that are separated from each other.
In one embodiment, described reception the main body of processing CTI signal can be service ends, also can be other processing unit, are mainly in order to extract business data flow and voice flow from CTI signal herein.
Step S102: respectively described business data flow and voice flow are never sent with circuit.
In one embodiment, described business data flow and voice flow are never to send with circuit, and for example business data flow sends from the first circuit, and described voice flow sends from the second circuit, thereby can be for dividing circuit to process to data flow and voice flow.
Specifically, TSP (Telematics Service Provider), occupy core status in Telematics industrial chain; Be mainly used in being mainly vehicle communication service provider and produce text, image, audio frequency, video or multimedia messages.
Specifically, CTI technology is to come from traditional computer telephone integration (Computer Telephony Integration) technical development, to want computer technology to be applied in telephone system at first, can automatically carry out identifying processing to the signaling information in phone, and connect by setting up relevant speech channel, and transmit predetermined recording file, switching calling etc. to user.This means that CTI technology not only will process traditional call voice, and will process the information medium of other forms such as comprising fax, Email.CTI technological leapfrogging computer technology and the large field of telecommunication technology two, some typical services that provide mainly contain message system based on subscriber equipment (CPE), Interaction Voice Response, call center system, value-added service, IP phone etc.CTI, is called as compuphone, carrys out management of telephone call with computer.It refers to computerized call center, for example, your calling is directly linked into correct place, and sometimes it can be used for describing computer management call (you can think that your computer is exactly a call center in this case).
CTI application program provides following functions:
9) authoritative user.Use one of multiple methods, telephone number can with database comparison, sound recognition, directly delivers to correct place by this phone.
10) provide mutual language to respond (IVR).
11) data record of calling party is shown in order to using.
12) Managing speech and video conference.
13) information that collection and the demonstration user that the line is busy or user stay.
14) receive faxes information information is delivered on corresponding facsimile machine.
15) call out for other places, call out in advance.
16), based on calling, starting intelligent agent provides caller to request help.
As shown in Figure 4, the CTI signaling method based on described, the invention provides a kind of CTI signal return method based on TSP service, for example can continued access after described CTI signaling method, or parallel with it; Described CTI signal return method comprises:
Step S201: receive corresponding described transmission and the business data flow and the voice flow that return.
In one embodiment, this step can for example be served and be brought in execution by the identical executive agent in above-mentioned sending method, also can be carried out by other devices, only needs to realize business data flow and voice flow that different circuits are sent and receives.
Step S202: the business data flow and the voice flow that push respectively described passback.
In one embodiment, the executive agent of step S201～S202 can be to carry out the service end of described transmission, and also other processing unit, have only needed function; Can be the client of sending CTI signal and push object; And, preferred, before S202, also can comprise step integrated business data flow.
As shown in Figure 5, corresponding, the present invention also can provide a kind of CTI signal acceptance method based on TSP service, and because described CTI signal is to be received and to process to extract the business data flow that is separated from each other and voice flow, described method comprises:
Step S301: receive described business data flow by the first circuit; Separately also can comprise:
Step S302: receive described voice flow by the second circuit.
In one embodiment, described receive described business data flow and receive the device of voice flow by the second circuit by the first circuit can be respectively foregoing call center and seat terminal, certainly also can be other devices, also can be same receiving system, only need to receive respectively described voice flow and business data flow.
In sum, as shown in Figure 6, the invention provides a kind of CTI method for transmitting signals based on TSP service, comprising:
Step S401: receive and process described CTI signal to extract the business data flow and the voice flow that are separated from each other;
Step S402: respectively described business data flow and voice flow are never sent with circuit, wherein, described different circuits comprise: the first circuit and the second circuit;
Step S403: receive described business data flow by described the first circuit;
Step S404: receive described voice flow by described the second circuit.
In sum, CTI signal processing system and method thereof based on TSP service provided by the invention, by CTI signal is divided circuit to send and is received to extract the business data flow and the voice flow that are separated from each other, and also can be by the business data flow of passback and voice flow loopback respectively, business operation based on business data flow can be very quick convenient, accelerate service period, shortened service time; And separate with data in situation at voice, in the situation that voice go wrong (as microphone after car crass damages), also can make respective handling by Notes of Key Data call center; Separately without plug-in unit, all can logon server control correlation function by generic browser, development deployment cost, management cost is low, test easy to use, simultaneously due to the data integration time early, reduce the rate request to Batch Processing system, more easily integrated numerous support systems.
Above-described embodiment is illustrative principle of the present invention and effect thereof only, but not for limiting the present invention.Any person skilled in the art scholar all can, under spirit of the present invention and category, modify or change above-described embodiment.Therefore, such as bend in technical field and have and conventionally know that the knowledgeable, not departing from all equivalence modifications that complete under disclosed spirit and technological thought or changing, must be contained by claim of the present invention.
Claims (15)
1. the CTI signal based on TSP service is processed a service end, it is characterized in that, comprising:
Extraction module, for receiving and process CTI signal from client to extract the business data flow and the voice flow that are separated from each other;
Sending module, for never sending described business data flow and voice flow respectively with circuit.
2. CTI signal according to claim 1 is processed service end, it is characterized in that, described CTI signal is processed service end and also comprised:
Receiver module, the business data flow and the voice flow that return for receiving corresponding described transmission;
Pushing module, for pushing respectively the business data flow of described passback and the client that voice flow extremely connects.
3. CTI signal according to claim 2 is processed service end, it is characterized in that, comprising: integration module, and for by integrated the business data flow of the passback of described reception.
4. the call center of the CTI signal processing based on TSP service, it is characterized in that, described CTI signal is to be sent and processed to extract the business data flow and the voice flow that are separated from each other by client, and described call center is for receiving described business data flow from the first circuit.
5. call center according to claim 4, is characterized in that, described call center is also connected with the seat terminal for receive described voice flow from the second circuit.
6. call center according to claim 4, is characterized in that, described call center is connected in TSP supporting platform.
7. call center according to claim 4, is characterized in that, described call center is synchronized with described client.
8. the CTI signal processing system based on TSP service, is characterized in that, comprising:
CTI signal is processed service end as claimed any one in claims 1 to 3;
Connect described CTI signal and process the call center of service end, for receiving described business data flow from the first circuit;
Connect the seat terminal of described call center, for receiving described voice flow from the second circuit.
9. CTI signal processing system according to claim 8, is characterized in that, described seat terminal also comprises: process the login module of service end for logining described CTI signal, wherein, described login module comprises browser.
10. CTI signal processing system according to claim 8, is characterized in that, also comprises: the TSP supporting platform being connected with described call center.
11. CTI signal processing systems according to claim 8, is characterized in that, described call center is synchronized with described client.
12. 1 kinds of CTI signaling methods based on TSP service, is characterized in that, comprising:
Receive and process described CTI signal to extract the business data flow and the voice flow that are separated from each other;
Respectively described business data flow and voice flow are never sent with circuit.
13. 1 kinds of CTI signal return methods based on TSP service, are applied to CTI signaling method as claimed in claim 11, it is characterized in that, comprising:
The business data flow and the voice flow that receive corresponding described transmission and return;
Push respectively business data flow and the voice flow of described passback.
14. 1 kinds of CTI signal acceptance methods based on TSP service, is characterized in that, described CTI signal is to be received and to process to extract the business data flow that is separated from each other and voice flow, and described method comprises: receive described business data flow by the first circuit; Receive described voice flow by the second circuit.
15. 1 kinds of CTI method for transmitting signals based on TSP service, is characterized in that, comprising:
Receive and process described CTI signal to extract the business data flow and the voice flow that are separated from each other;
Respectively described business data flow and voice flow are never sent with circuit, wherein, described different circuits comprise: the first circuit and the second circuit;
Receive described business data flow by described the first circuit;
Receive described voice flow by described the second circuit.
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| CN104092703B (en) | 2018-06-19 |
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