CN104092703B - CTI signal processing systems and its method based on TSP services - Google Patents

CTI signal processing systems and its method based on TSP services Download PDF

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Publication number
CN104092703B
CN104092703B CN201410353166.1A CN201410353166A CN104092703B CN 104092703 B CN104092703 B CN 104092703B CN 201410353166 A CN201410353166 A CN 201410353166A CN 104092703 B CN104092703 B CN 104092703B
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cti
flow
voice
data flow
business data
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CN104092703A (en
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刘思进
高影辉
黄杰
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Dongfeng Motor Corp
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SHANGHAI YANGZI INVESTMENT MANAGEMENT Co Ltd
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Abstract

CTI signal processing systems and its method provided by the invention based on TSP services, by the way that CTI signals are sent and received and separated time road to extract the business data flow being separated from each other and voice flow, and also the business data flow of passback and voice flow can be distinguished loopback, business operation based on business data flow can be facilitated fast very much, service period is accelerated, shortens service time;And separated in voice and data in the case where voice goes wrong, also can respective handling be made by Notes of Key Data call center;Separately without plug-in unit, correlation function, development deployment cost can be controlled with login service device by generic browser, management cost is low, and test is easy to use, simultaneously because the data integration time is early, reduce the rate request to Batch Processing system, it is easier to integrate numerous support systems.

Description

CTI signal processing systems and its method based on TSP services
Technical field
The present invention relates to audio call technical field, more particularly to the CTI signal processing systems serviced based on TSP and its Method.
Background technology
In TSP (Telematics Service Provider, carried-on-vehicle computer system ISP) system of call center In system, by CTI (Computer Telephony Integration, computer telephone integration) signal transmissions with based on It needs to complete the business operation based on CTI data while the voice communication of CTI.It is based on browser-service in operation system Under device pattern, need while vehicle device and voice communication of attending a banquet are initiated, the numerous system datas of TSP being capable of fast integration.
Mainly there are two class schemes currently on the market:
1. based on IE, OCX plug-in unit scheme.
3. based on java applet plug-in unit schemes.
Above-mentioned 1 class scheme utilizes windows/IE contextual browsers, the special OCX controls of exploitation browser and cti server Carry out voice data control signal exchange, then requested service system data, finishing service flow;2 class schemes phase compared with 1 class Seemingly, the exchange process of voice data is completed using java applet.Core in two class schemes is the control attended a banquet and hold PC browsers Part is completed the core data transmission of whole flow process by it and is integrated, and in network application, service logic, Row control are taking Business device end performs;Therefore, design, exploitation, deployment, use, management of server-side and client etc. is increased in above scheme The difficulty of various aspects is easy to cause and the situations such as network operation delay blocking, inefficiency occurs.
Invention content
In view of the foregoing deficiencies of prior art, the purpose of the present invention is to provide have the CTI signals that are serviced based on TSP Processing system and its method, service requirement high the problems such as big to solve the above-mentioned system design difficulties of TSP in the prior art.
To realize above-mentioned target and other related objectives, the present invention provides a kind of CTI signal processings clothes based on TSP services Business end, including:Extraction module, for receiving and processing the CTI signals from client to extract the business number being separated from each other According to stream and voice flow;Sending module, for respectively never sending the business data flow and voice flow with circuit.
Preferably, the CTI signal processings server-side further includes:Receiving module returns for receiving the corresponding transmission The business data flow and voice flow of biography;Pushing module flow to institute for pushing the business data flow of the passback and voice respectively The client of connection.
Preferably, the CTI signal processings server-side includes:Integration module, for by the business of the passback of the reception Data flow integrates.
To realize above-mentioned target and other related objectives, the present invention provides a kind of CTI signal processings based on TSP services Call center, the CTI signals are to be sent out by client and handled to extract the business data flow and voice that are separated from each other Stream, the call center are used to receive the business data flow from first line.
Preferably, the call center is also associated with for from the seat terminal of voice flow described in the second line receiver.
Preferably, the call center is connected to TSP supporting platforms.
Preferably, the call center is synchronized with the client.
To realize above-mentioned target and other related objectives, the present invention provides a kind of CTI signal processings system based on TSP services System, including:The CTI signal processing server-sides;The call center of the CTI signal processings server-side is connected, for from Business data flow described in one line receiver;The seat terminal of the call center is connected, for from the second line receiver institute predicate Sound stream.
Preferably, the seat terminal further includes:For logging in the login module of the CTI signal processings server-side, Described in login module include browser.
Preferably, the CTI signal processing systems, further include:The TSP supportings being connect with the call center are put down Platform.
Preferably, the call center is synchronized with the client.
To realize above-mentioned target and other related objectives, the present invention provides a kind of CTI signallings based on TSP services Method, including:It receives and processes and carrys out CTI signals to extract the business data flow and voice flow that are separated from each other;Respectively by the industry Business data flow and voice flow are never sent with circuit.
To realize above-mentioned target and other related objectives, the present invention provides a kind of CTI signal return sides based on TSP services Method, applied to the CTI signaling methods, including:The business data flow and voice for receiving the corresponding transmission and returning Stream;The business data flow of the passback and voice flow are integrated into passback CTI signals;The passback CTI signals are pushed to client End.
To realize above-mentioned target and other related objectives, the present invention provides a kind of CTI receiving side signals based on TSP services Method, the CTI signals are to be received and handle to extract the business data flow and voice flow that are separated from each other, the method packet It includes:The business data flow is received by first line;Pass through voice flow described in the second line receiver.
To realize above-mentioned target and other related objectives, the present invention provides a kind of CTI signal transmission sides based on TSP services Method, including:The CTI signals are received and processed to extract the business data flow and voice flow that are separated from each other;Respectively by described in Business data flow and voice flow are never sent with circuit, wherein, the difference circuit includes:First line and the second line Road;The business data flow is received by the first line;Pass through voice flow described in second line receiver.
As described above, CTI signal processing systems and its method provided by the invention based on TSP services, by the way that CTI is believed Number to extract the business data flow being separated from each other and voice flow and separated time road is sent and is received, and also can be by passback Business data flow and voice flow difference loopback, the business operation based on business data flow can be facilitated fast very much, accelerate business Period shortens service time;And it is separated in voice and data in the case where voice goes wrong (after such as car crass Microphone damages), also can respective handling be made by Notes of Key Data call center;Separately without plug-in unit, pass through generic browser Correlation function is controlled with login service device, development deployment cost, management cost is low, and test is easy to use, simultaneously because data set Into morning time, the rate request to Batch Processing system is reduced, it is easier to integrate numerous support systems.
Description of the drawings
Fig. 1 is shown as the structure diagram of CTI signal processing systems serviced in the embodiment of the present invention based on TSP.
Fig. 2 is shown as CTI signal processing services in the CTI signal processing systems serviced in the embodiment of the present invention based on TSP The structure diagram at end.
Fig. 3 is shown as the flow diagram of CTI signaling methods serviced in the embodiment of the present invention based on TSP.
Fig. 4 is shown as the flow diagram of CTI signal return methods serviced in the embodiment of the present invention based on TSP.
Fig. 5 is shown as the flow diagram of CTI signal acceptance methods serviced in the embodiment of the present invention based on TSP.
Fig. 6 is shown as the flow diagram of CTI method for transmitting signals serviced in the embodiment of the present invention based on TSP.
Component label instructions
The 1 CTI signal processing systems based on TSP services
11 CTI signal processing server-sides
111 extraction modules
112 sending modules
113 receiving modules
114 integration modules
115 pushing modules
12 clients
13 call centers
14 seat terminals
15 TSP supporting platforms
S101~S102 method and steps
S201~S202 method and steps
S301~S302 method and steps
S401~S404 method and steps
Specific embodiment
Illustrate embodiments of the present invention below by way of specific specific example, those skilled in the art can be by this specification Disclosed content understands other advantages and effect of the present invention easily.The present invention can also pass through in addition different specific realities The mode of applying is embodied or practiced, the various details in this specification can also be based on different viewpoints with application, without departing from Various modifications or alterations are carried out under the spirit of the present invention.It should be noted that in the absence of conflict, the embodiment in the application And the feature in embodiment can be combined with each other.
As shown in Figure 1, the present invention, which provides an embodiment, shows the CTI signal processing systems 1 serviced based on TSP, including: CTI signal processings server-side 11, client 12, call center 13 and seat terminal 14.In one embodiment, the CTI signals Processing server-side 11 is connected to the call center 13 and client 12, and the call center 13 is never the same as described in circuit process Seat center is connected to the CTI signal processings server-side 11.
Specifically, TSP (Telematics Service Provider), core is occupy in Telematics industrial chains Status;It is mainly operator's production text, image, audio, video or multimedia letter as vehicle-carrying communication Content Service Provider Breath.
Specifically, CTI technologies are from traditional computer telephone integration (Computer Telephony Integration) technology develops, and is initially intended to computer technology being applied in telephone system, can be automatically right Processing is identified in signaling information in phone, and passes through and establish related speech channel connection, and transmits scheduled recording to user File, switching calling etc..This means that CTI technologies will not only handle traditional call voice, but also to handle including fax, electricity Information medium of the other forms such as sub- mail etc. is business datum.CTI technological leapfroggings computer technology and telecommunication technology two are led greatly Domain, some typical services provided mainly have the message system based on user equipment (CPE), Interaction Voice Response, call center 13 systems, value-added service, IP phone etc..CTI is referred to as compuphone, is to manage call with computer.It is Refer to the call center 13 of computerization, such as your calling is directly connected to correct place, sometimes it can be used for retouching State computer management call (you can consider that your computer is exactly a call center 13 in this case).
CTI application programs provide following functions:
1) authoritative user.Using one of multiple methods, telephone number can compare with database, identify sound, by this electricity Words are directly sent to correct place.
2) interaction language is provided and responds (IVR).
3) data record of caller is shown in case using.
4) voice and video meeting is managed.
5) collect and show the user that the line is busy or the information that user leaves.
6) it receives facsimile message and information is sent on corresponding facsimile machine.
7) other places is called, called in advance.
8) based on calling, intelligent agent offer caller is provided and is requested help.
As shown in Fig. 2, the CTI signal processings server-side 11, including:Extraction module 111, comes from for receiving and processing The CTI signals of client are to extract the business data flow and voice flow that are separated from each other;Sending module 112, for respectively by institute It states business data flow and voice flow is never sent with circuit.In one embodiment, the different circuits include first line And second circuit, that is, as shown in Figure 1, the first line be connected to by the CTI signal processings server-side 11 it is described Call center 13, to transmit the business data flow;And second circuit is connected by the CTI signal processings server-side 11 It is connected to the seat terminal 14;As previously mentioned, the business data flow is related to business, and the voice flow is related to call. That is, CTI Signal separators can be completed as business data flow and voice flow simultaneously by the CTI signal processings server-side 11 The purpose of transmission.
In one embodiment, preferably it is but nonessential, also circuit passback is come due to CTI signal processings server-side 11 Business data flow and voice flow are sent to client 12, and therefore, the CTI signal processings server-side 11 further includes:Receiving module 113, the business data flow and voice flow returned for receiving the corresponding transmission;Pushing module 115, for pushing institute respectively It states the business data flow of passback and voice flow to connected client 12, in one embodiment, the pushing module can also wrap The data-pushing unit for pushing the business data flow and the voice push unit for pushing voice are included, not with diagram It is limited;It is preferred that but it is nonessential, it further includes:Integration module 114, for after the business data flow of passback is integrated by described Pushing module 115 pushes to client;Preferably, the call center 13 is synchronous with client 12, and it is possible to first integrate industry Business data flow is sent to client, then sends voice and flow to client, although asynchronous transmission, if in business data flow and If the sending time of voice flow is made to be closer to, it can make to send to the voice flow of client 12 and business data flow close to same Step display;It can reach by the CTI signal processings server-side 11 and the business data flow of passback and voice flow be sent to visitor The purpose at family end 12.
It should be noted that the connection of the CTI signal processings server-side 11 in above-mentioned Fig. 1 is only to illustrate, in other embodiment In, connection can be changed, 11 principle of CTI signal processings server-side can refer to Fig. 2 rather than with company shown in FIG. 1 It is connected in limit.
Again referring to Fig. 1, when the CTI signals are to be sent out by client and handled to extract the business being separated from each other After data flow and voice flow, the call center 13 is used to receive the business data flow from first line, preferably but nonessential , the CTI signal processing systems 1 can also include:The TSP supportings platform 15 being connect with the call center 13, It is i.e. hard for completing the relevant various servers of TSP services that the call center 13 is connected to the TSP supportings platform 15 The support of part and software systems;And the seat terminal 14 for being connected to call center 13 is then used for from described in the second line receiver Voice flow, the seat also known as " are attended a banquet ", are provided by communications service provider, including:At agent phone, network connection CTI signals Server and the seat computer of call center 13 etc. are managed, preferably but nonessential, the seat terminal 14 further includes:For The login module of the CTI signal processings server-side 11 is logged in, the login module can include browser, in the present invention, Since data and voice are separated, the browser can log in the CTI signal processings service without special plug-in unit control The work such as monitoring or business processing is implemented at end 11.
Separately it should be noted that, the connection of above-mentioned Tu1Zhong call centers 13, in other embodiments, can be right also to illustrate Connection is changed, and the call center 13 only needs that the reception to business data flow can be completed, and preferred, passes through its company The seat terminal 14 connect completes the reception to voice flow, and connection mode is not to be limited shown in Fig. 1.
It should be noted that in the present invention, data can be with asynchronous execution with voice, and data integration is early, and display speed is fast, from And can even realize the real-time synchronization of data and voice, business operation can be facilitated fast very much, accelerate service period, be shortened Service time.
It should be noted that the extraction module 111, sending module 112, receiving module 113, integration module 114 and push Module 115 can be realized by software or electronic hardware functional circuit or software combination electronic hardware functional circuit, wherein The realization of software can develop acquisition under existing such as JAVA, C++ environment, and the electronic hardware for carrying software includes for example locating Manage device, memory, interface circuit etc.;The processor i.e. CPU of such as host computer, such as the desktop computer or clothes of Intel or AMD The processor chips for device grade of being engaged in and interlock circuit etc., and the memory may include high-speed random access memory, and also It may include that nonvolatile memory, such as one or more disk storage equipments, flash memory device or other nonvolatile solid states are deposited Store up equipment.In certain embodiments, memory can also include the memory of one or more processors, such as via RF circuits Or outside port and the network attached storage of communication network access, wherein the communication network can be internet, one Or multiple intranets, LAN (LAN), wide area network (WLAN), storage area network (SAN) etc. or other are appropriately combined.Memory The access of such as CPU of controller controllable device and the other assemblies of interface circuit interface circuit etc to memory;It is described The peripheral hardware that outputs and inputs of equipment is couple to CPU and memory by interface circuit, interface circuit.One or more of processors Run various software programs stored in memory and/or instruction set, to perform the various functions of equipment, and to data into Row processing.In certain embodiments, interface circuit, CPU and Memory Controller can be realized on a single chip;And at certain In a little other embodiments, they may be realized in multiple separate chips.
As shown in figure 3, the present invention provides a kind of CTI signaling methods based on TSP services, including:
Step S101:The CTI signals are received and processed to extract the business data flow and voice flow that are separated from each other.
In one embodiment, the main body for receiving and processing CTI signals can be server-side, also can be other processing dresses It puts, herein primarily to extracting business data flow and voice flow from CTI signals.
Step S102:The business data flow and voice flow are never sent with circuit respectively.
In one embodiment, the business data flow and voice flow are can never to be sent with circuit, such as business Data flow is sent from first line, and the voice flow is sent from the second circuit, so as to for data flow and voice flow separated time Road is handled.
Specifically, TSP (Telematics Service Provider), core is occupy in Telematics industrial chains Status;It is mainly used for predominantly vehicle communication service provider and produces text, image, audio, video or multimedia messages.
Specifically, CTI technologies are from traditional computer telephone integration (Computer Telephony Integration) technology develops, and is initially intended to computer technology being applied in telephone system, can be automatically right Processing is identified in signaling information in phone, and passes through and establish related speech channel connection, and transmits scheduled recording to user File, switching calling etc..This means that CTI technologies will not only handle traditional call voice, but also to handle including fax, electricity The information medium of the other forms such as sub- mail.Two big field of CTI technological leapfroggings computer technology and telecommunication technology, some provided Typical services mainly have the message system based on user equipment (CPE), Interaction Voice Response, call center system, value-added service, IP phone etc..CTI is referred to as compuphone, is to manage call with computer.It refers to the calling of computerization Center, such as your calling is directly connected to correct place, sometimes it can be exhaled for describing computer management phone It cries (you can consider that your computer is exactly a call center in this case).
CTI application programs provide following functions:
9) authoritative user.Using one of multiple methods, telephone number can compare with database, identify sound, by this electricity Words are directly sent to correct place.
10) interaction language is provided and responds (IVR).
11) data record of caller is shown in case using.
12) voice and video meeting is managed.
13) collect and show the user that the line is busy or the information that user leaves.
14) it receives facsimile message and information is sent on corresponding facsimile machine.
15) other places is called, called in advance.
16) based on calling, intelligent agent offer caller is provided and is requested help.
As shown in figure 4, based on the CTI signaling methods, the present invention provides a kind of CTI letters based on TSP services Number retransmission method, for example, can continued access it is after the CTI signaling methods or parallel therewith;The CTI signal return sides Method includes:
Step S201:The business data flow and voice flow for receiving the corresponding transmission and returning.
In one embodiment, this step can be performed by the identical executive agent such as server-side in above-mentioned sending method, Also it can be performed by other devices, it is only necessary to realize that the business data flow sent to different circuits and voice flow receive.
Step S202:The business data flow and voice flow of the passback are pushed respectively.
In one embodiment, the executive agent of step S201~S202 can be the server-side for performing the transmission, also may be used It is other processing units, it is only necessary to complete function;And it can be the client for sending out CTI signals to push object;Also, it is preferred that , the step for integrating business data flow is may also include before S202.
As shown in figure 5, corresponding, the present invention may also provide a kind of CTI signal acceptance methods serviced based on TSP, due to The CTI signals are received and handle to extract the business data flow and voice flow that are separated from each other, the method includes:
Step S301:The business data flow is received by first line;Separately it may also include:
Step S302:Pass through voice flow described in the second line receiver.
In one embodiment, it is described that the business data flow is received and by the second line receiver voice by first line The device of stream can be respectively foregoing call center and seat terminal, also can be certainly other devices, also can be same Reception device, it is only necessary to be respectively received the voice flow and business data flow.
In conclusion as shown in fig. 6, the present invention provide it is a kind of based on TSP service CTI method for transmitting signals, including:
Step S401:The CTI signals are received and processed to extract the business data flow and voice flow that are separated from each other;
Step S402:The business data flow and voice flow are never sent with circuit respectively, wherein, the difference Circuit includes:First line and the second circuit;
Step S403:The business data flow is received by the first line;
Step S404:Pass through voice flow described in second line receiver.
In conclusion CTI signal processing systems and its method provided by the invention based on TSP services, by the way that CTI is believed Number to extract the business data flow being separated from each other and voice flow and separated time road is sent and is received, and also can be by passback Business data flow and voice flow difference loopback, the business operation based on business data flow can be facilitated fast very much, accelerate business Period shortens service time;And it is separated in voice and data in the case where voice goes wrong (after such as car crass Microphone damages), also can respective handling be made by Notes of Key Data call center;Separately without plug-in unit, pass through generic browser Correlation function is controlled with login service device, development deployment cost, management cost is low, and test is easy to use, simultaneously because data set Into morning time, the rate request to Batch Processing system is reduced, it is easier to integrate numerous support systems.
The above-described embodiments merely illustrate the principles and effects of the present invention, and is not intended to limit the present invention.It is any ripe The personage for knowing this technology all can carry out modifications and changes under the spirit and scope without prejudice to the present invention to above-described embodiment.Cause This, has usually intellectual complete without departing from disclosed spirit and institute under technological thought such as in bent technical field Into all equivalent modifications or change, should by the present invention claim be covered.

Claims (12)

1. a kind of CTI signal processing server-sides based on TSP services, which is characterized in that including:
Extraction module, for receive and process the CTI signals from client with extract the business data flow being separated from each other and Voice flow;
Sending module, for respectively never sending the business data flow and voice flow with circuit;
Receiving module, the business data flow and voice flow returned for receiving the corresponding transmission;
Pushing module flow to connected client for pushing the business data flow of the passback and voice respectively;
Integration module, for the business data flow of the passback of the reception to be integrated;
Wherein, integrated service data flow is first sent to client by the pushing module, is then sent voice and is flow to client.
2. a kind of call center of the CTI signal processings based on TSP services, which is characterized in that connection is as described in claim 1 CTI signal processing server-sides, the CTI signals are to be sent out by client and carried by CTI signal processings server-side processing The business data flow and voice flow being separated from each other are taken out, the call center is used to receive the business datum from first line Stream.
3. call center according to claim 2, which is characterized in that the call center is also associated with for from the second line Road receives the seat terminal of the voice flow.
4. call center according to claim 2, which is characterized in that the call center is connected to TSP supportings and puts down Platform.
5. call center according to claim 2, which is characterized in that the call center is synchronized with the client.
6. a kind of CTI signal processing systems based on TSP services, which is characterized in that including:
CTI signal processing server-sides as described in claim 1;
The call center of the CTI signal processings server-side is connected, for receiving the business data flow from first line;
The seat terminal of the call center is connected, for from voice flow described in the second line receiver.
7. CTI signal processing systems according to claim 6, which is characterized in that the seat terminal further includes:For stepping on The login module of the CTI signal processings server-side is recorded, wherein, the login module includes browser.
8. CTI signal processing systems according to claim 6, which is characterized in that further include:It is connect with the call center TSP supporting platforms.
9. CTI signal processing systems according to claim 6, which is characterized in that the call center is synchronized with client.
10. a kind of CTI method for transmitting signals based on TSP services, which is characterized in that including:
The CTI signals are received and processed to extract the business data flow and voice flow that are separated from each other;
The business data flow and voice flow are never sent with circuit respectively;
The business data flow and voice flow for receiving the corresponding transmission and returning;
The business data flow and voice flow of the passback are pushed respectively;Wherein, the push mode includes:First by integrated service number Client is sent to according to stream, voice is then sent and flow to client.
11. a kind of CTI signal acceptance methods based on TSP services, which is characterized in that the CTI signals use such as claim CTI method for transmitting signals described in 10 and be received to extract the business data flow being separated from each other and voice flow and push, institute The method of stating includes:The business data flow is received by first line;Pass through voice flow described in the second line receiver.
12. a kind of CTI method for transmitting signals based on TSP services, which is characterized in that including:
The CTI signals are received and processed to extract the business data flow and voice flow that are separated from each other;
The business data flow and voice flow are never sent with circuit respectively, wherein, the difference circuit includes:First Circuit and the second circuit;
The business pushed by first line reception using CTI method for transmitting signals as claimed in claim 10 Data flow, and pass through voice flow described in second line receiver.
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