CN104506744B - A kind of on-line automatic method of servicing of phone and its system - Google Patents
A kind of on-line automatic method of servicing of phone and its system Download PDFInfo
- Publication number
- CN104506744B CN104506744B CN201410787705.2A CN201410787705A CN104506744B CN 104506744 B CN104506744 B CN 104506744B CN 201410787705 A CN201410787705 A CN 201410787705A CN 104506744 B CN104506744 B CN 104506744B
- Authority
- CN
- China
- Prior art keywords
- oracle
- ivr
- systems
- service
- line automatic
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
Abstract
The invention provides a kind of on-line automatic method of servicing of phone and its system, wherein, methods described includes：A, foundation practical application area set the corresponding function project of IVR and Oracle CC＆B systems respectively；B, IVR and Oracle CC＆B systems are made by WebService technologies to set up data exchange communications connection；C, the user operation instruction of response IVR receptions simultaneously perform correlation function operation in Oracle CC＆B systems.The integrated of two systems is realized by the good WebService technologies of versatility, the data sharing between system is realized, in large-scale public utilities type enterprise, in process of production using the integration of this two systems, operating efficiency is improved, improves level of customer service.
Description
Technical field
IVR and Oracle CC＆B systems are based on the present invention relates to the on-line automatic service technology field of phone, more particularly to one kind
The on-line automatic method of servicing of phone and its system of system.
Background technology
IVR (Interactive Voice Response) is interactive voice response, can improve the matter of calling service
Measure and save expense.IVR is a kind of powerful phone automatic service system.AVAYA call center system solutions are
It is widely used in every profession and trade, leading calling telephone traffic system, AVAYAIVR is the important set of call center system solution
Into part.
Call center is to include computer (software and hardware) technology, Internet technologies, computer telephone integration technology
(CTI), data warehouse (business intelligence BI) technology, customer relation management (CRM) technology, interchanger (PBX) mechanics of communication, enterprise
All many contents such as ERP technologies and business administration, project management, Team Management.It has become a unification, efficient
Services platform, it will adhere to the service that each functional department provides for client separately in enterprise, concentrate on one it is unified to external connection
It is " window ", using unified standards service interface, provides the user the service of systematization, intellectuality, personalization, hommization.
Call center has become a complete integrated information service system being connected as a single entity with enterprise, is that enterprise operation is indispensable
A part.In integrated Call Center Platform, IVR is a subsystem, and it cooperates with to realize one with other subsystems
The standard feature of Call Center Platform；Secondly again be one can with isolated operation, safeguard and upgrading autonomous system, can be only
IVR occasion is needed to be used alone.IVR can make user one day to obtain within 24 hours information service at any time, improve Service Quality
Amount, and coordinates user operating process.Call center's IVR system, most of calling realizes automation, can save expense,
The burden of manual position can also be mitigated, and IVR system allows user to conduct interviews whenever and wherever possible.And Oracle CC＆B systems
The ripe business that system (Oracle public utilities-customer service, billing solution) is then widely used in government utility covers
Part, CC＆B systems are mainly developed using JAVA language, the customer service solution based on B/S frameworks, and major customer group is to gather around
There is the government utility such as combustion gas, water supply, power supply of million grades of users enterprise.As a set of business suite software, its is powerful, stretch
Contracting deployment, security and the complete solution of business obtain client and accepted extensively.Because the technical characterstic and system of its own are to peace
Full property requirement, other operation systems of Oracle CC＆B system integrations systematic comparison particularly as AVAYAIVR is difficult, nothing
Method is integrated to two sets of operation systems progress, realize data sharing.
The content of the invention
In view of in place of above-mentioned the deficiencies in the prior art, IVR and Oracle is based on it is an object of the invention to provide one kind
The on-line automatic method of servicing of phone and its system of CC＆B systems, it is intended to which solution can not realize IVR and Oracle in the prior art
The CC＆B system integrations, the problem of realizing data sharing.
In order to achieve the above object, this invention takes following technical scheme：
A kind of on-line automatic method of servicing of phone based on IVR and Oracle CC＆B systems, wherein, methods described includes：
A, foundation practical application area set the corresponding function project of IVR and Oracle CC＆B systems respectively；B, pass through WebService
Technology makes IVR and Oracle CC＆B systems set up data exchange communications connection；The user operation instruction that C, response IVR are received is simultaneously
Correlation function operation is performed in Oracle CC＆B systems.
The described on-line automatic method of servicing of phone based on IVR and Oracle CC＆B systems, wherein, in step B, institute
State and set up data exchange communications connection specifically, there is provided other industry of Oracle CC＆B system externals by WebService technologies
The data-interface of business system, IVR system is connected by the data-interface.
The described on-line automatic method of servicing of phone based on IVR and Oracle CC＆B systems, wherein, the step C tools
Body includes：C1, IVR receive user operation instruction；C2, by the data-interface receive director data, make Oracle CC＆B systems
System performs correlation function operation；The interface service record Operation Log of C3, IVR and Oracle CC＆B systems, monitoring data interaction
Situation.
The described on-line automatic method of servicing of phone based on IVR and Oracle CC＆B systems, wherein, the phone exists
Line automation services method is applied in gas service, step C, and the correlation function operation includes：Bill inquiry, self-help number,
Self-service reservation igniting work order, self-service reservation change plumber's list.
The described on-line automatic method of servicing of phone based on IVR and Oracle CC＆B systems, wherein, step C it
Afterwards, in addition to：After Oracle CC＆B system queries user self-help generation reservation work order, according to the corresponding behaviour of reservation work order generation
Make work order, perform practical operation.
A kind of on-line automatic service system of phone based on IVR and Oracle CC＆B systems, wherein, the system includes：
Setup module, the corresponding function project for setting IVR and Oracle CC＆B systems respectively according to practical application area, communication
Module, connects for making IVR and Oracle CC＆B systems set up data exchange communications by WebService technologies, performs mould
Block, for responding the user operation instruction of IVR receptions and correlation function operation being performed in Oracle CC＆B systems.
The described on-line automatic service system of phone based on IVR and Oracle CC＆B systems, wherein, the communication mould
Block specifically for, by WebService technologies there is provided the data-interface of other operation systems of Oracle CC＆B system externals,
IVR system is connected by the data-interface.
The described on-line automatic service system of phone based on IVR and Oracle CC＆B systems, wherein, the execution mould
Block is specifically included：Instruction reception unit, user operation instruction, operating unit, for passing through the data-interface are received for IVR
Receive director data, make Oracle CC＆B systems perform correlation function operation, monitoring unit, for record IVR and
The Operation Log of the interface service of OracleCC＆B systems, monitoring data interaction scenario.
The described on-line automatic service system of phone based on IVR and Oracle CC＆B systems, wherein, the phone exists
Line automation services method is applied to gas service, and the correlation function operation includes：Bill inquiry, self-help number, self-service reservation
Igniting work order, self-service reservation change plumber's list.
The described on-line automatic service system of phone based on IVR and Oracle CC＆B systems, wherein, the system is also
Including a work order generation module, after Oracle CC＆B system queries user self-help generation reservation work order, according to reservation work order
The corresponding operation work order of generation, performs practical operation.
Beneficial effect：A kind of on-line automatic service of phone based on IVR and Oracle CC＆B systems that the present invention is provided
Method and its system, realize the integrated of two systems by the good WebService technologies of versatility, realize the number between system
According to shared, in large-scale public utilities type enterprise, in process of production using the integration of this two systems, improve operating efficiency, carry
High level of customer service.
Brief description of the drawings
Fig. 1 is the on-line automatic method of servicing of phone based on IVR and Oracle CC＆B systems of the specific embodiment of the invention
Method flow diagram.
Fig. 2 is to be entered using a kind of method of the on-line automatic service of phone based on IVR and Oracle CC＆B systems of the present invention
The method flow diagram of the specific embodiment of row phone online service.
Fig. 3 is the on-line automatic service system of phone based on IVR and Oracle CC＆B systems of the specific embodiment of the invention
Structured flowchart.
Embodiment
The present invention provides a kind of method of on-line automatic service of phone based on IVR and Oracle CC＆B systems and its is
System.To make the purpose of the present invention, technical scheme and effect clearer, clear and definite, the embodiment that develops simultaneously referring to the drawings is to this hair
It is bright to be further described.It should be appreciated that specific embodiment described herein is not used to limit only to explain the present invention
The present invention.
As shown in figure 1, being a kind of on-line automatic method of servicing of phone based on IVR and Oracle CC＆B systems of the present invention
Specific embodiment.Methods described includes：
S100, foundation practical application area set the corresponding function project of IVR and Oracle CC＆B systems respectively.
S200, IVR and Oracle CC＆B systems are made by WebService technologies to set up data exchange communications connection.
S300, the user operation instruction of response IVR receptions simultaneously perform correlation function operation in Oracle CC＆B systems.
Specifically, described set up data exchange communications connection specifically, there is provided Oracle by WebService technologies
The data-interface of other operation systems of CC＆B system externals, IVR system is connected by the data-interface.
More specifically, the S300 is specifically included：First, IVR receives user operation instruction, is then connect by the data
Mouth receives director data, makes Oracle CC＆B systems perform correlation function operation.Finally, IVR and Oracle CC＆B systems
Interface service records Operation Log, monitoring data interaction scenario.
It is preferred that the on-line automatic method of servicing of phone is applied in gas service, step C, the correlation function
Operation includes：Bill inquiry, self-help number, self-service reservation igniting work order, self-service reservation change plumber's list.
More specifically, also include after step S300：Oracle CC＆B system queries user self-help generation reservation work order
Afterwards, according to the corresponding operation work order of reservation work order generation, practical operation is performed.
As shown in Fig. 2 the method flow diagram to carry out phone online service using the above method.Comprise the following steps：
S1, number is dialled in, into AVAYA calling systems.
S2, broadcasting voice salutatory and operation indicating sound.
S3, input Customs Assigned Number and password.
Whether S4, Oracle CC＆B system data library inquiries, certification match.If so, step S5 is performed, if it is not, returning
S2。
S5, the prompting of voice message sound are operated successfully, point out to continue to operate.
S6, according to operation respectively enter user's gas expense inquiry sub-process, igniting reservation sub-process, change pipe reservation sub-process,
Combustion gas gas meter is from count off sub-process and changes user cipher sub-process.
After S7, sub-process are finished, Oracle CC＆B system databases update, administrative staff's inquiry corresponding data.
Accordingly, the physical interface data of above-mentioned each operation sub-process can be defined as follows：
User's gas expense is inquired about：
User's gas gas meter reading is from count off：
Combustion gas reservation igniting：
Combustion gas reservation changes pipe：
User self-help Modify password：
It is of course also possible to use other suitable interface definitions or according to be actually needed to above-mentioned sub-process carry out
Increase either reduces or the step in each operation sub-process is increased or reduced.
The present invention also provides a kind of on-line automatic service system of phone based on IVR and Oracle CC＆B systems.Such as Fig. 3
Shown, the system includes：Setup module 100, for setting IVR and Oracle CC＆B systems respectively according to practical application area
The corresponding function project of system, communication module 200, for making IVR and Oracle CC＆B systems set up by WebService technologies
Data exchange communications are connected, performing module 300, for responding the user operation instruction of IVR receptions and in Oracle CC＆B systems
Middle execution correlation function operation.
Specifically, the communication module is specifically for by WebService technologies, there is provided Oracle CC＆B systems pair
The data-interface of other outer operation systems, IVR system is connected by the data-interface.
More specifically, the performing module is specifically included：Instruction reception unit, user operation instruction, behaviour are received for IVR
Make unit, for receiving director data by the data-interface, make Oracle CC＆B systems perform correlation function operation, prison
Control unit, the Operation Log of the interface service for recording IVR and Oracle CC＆B systems, monitoring data interaction scenario.
It is preferred that the on-line automatic method of servicing of phone is applied to gas service, the correlation function operation includes：
Bill inquiry, self-help number, self-service reservation igniting work order, self-service reservation change plumber's list.
More specifically, the system also includes a work order generation module, for Oracle CC＆B system queries user self-helps
After generation reservation work order, according to the corresponding operation work order of reservation work order generation, practical operation is performed.
In summary, a kind of on-line automatic service of phone based on IVR and Oracle CC＆B systems that the present invention is provided
Method and its system, realize the integrated of two systems by the good WebService technologies of versatility, realize the number between system
According to shared, in large-scale public utilities type enterprise, in process of production using the integration of this two systems, improve operating efficiency, carry
High level of customer service.
It is understood that for those of ordinary skills, can be with technique according to the invention scheme and this hair
Bright design is subject to equivalent substitution or change, and all these changes or replacement should all belong to the guarantor of appended claims of the invention
Protect scope.
Claims (8)
1. a kind of on-line automatic method of servicing of phone, it is characterised in that methods described includes：A, foundation practical application area difference
The corresponding function project of IVR and Oracle CC＆B systems is set；B, IVR and Oracle CC＆B are made by WebService technologies
System sets up data exchange communications connection；C, the user operation instruction of response IVR receptions are simultaneously performed in Oracle CC＆B systems
Correlation function is operated；
The on-line automatic method of servicing of phone is applied in gas service, step C, and the correlation function operation includes：Bill
Inquiry, self-help number, self-service reservation igniting work order, self-service reservation change plumber's list；
The bill inquiry includes the of that month inquiry into expenses of user and the inquiry of the Historical Cost of specified time.
2. the on-line automatic method of servicing of phone according to claim 1, it is characterised in that described to set up data in step B
Communication connection is exchanged specifically, there is provided the number of other operation systems of Oracle CC＆B system externals by WebService technologies
According to interface, IVR system is connected by the data-interface.
3. the on-line automatic method of servicing of phone according to claim 2, it is characterised in that the step C is specifically included：
C1, IVR receive user operation instruction；C2, by the data-interface receive director data, make Oracle CC＆B systems perform
Correlation function is operated；The interface service record Operation Log of C3, IVR and Oracle CC＆B systems, monitoring data interaction scenario.
4. the on-line automatic method of servicing of phone according to claim 1, it is characterised in that after step c, in addition to：
After OracleCC＆B system queries user self-help generation reservation work order, according to the corresponding operation work order of reservation work order generation, perform
Practical operation.
5. a kind of on-line automatic service system of phone, it is characterised in that the system includes：Setup module, for according to actual
Application field sets the corresponding function project of IVR and Oracle CC＆B systems, communication module, for passing through respectively
WebService technologies make IVR and Oracle CC＆B systems set up data exchange communications connection, performing module, for responding IVR
The user operation instruction of reception simultaneously performs correlation function operation in Oracle CC＆B systems；
The on-line automatic method of servicing of phone is applied to gas service, and the correlation function operation includes：Bill inquiry, it is self-service
Count off, self-service reservation igniting work order, self-service reservation change plumber's list；
The bill inquiry includes the of that month inquiry into expenses of user and the inquiry of the Historical Cost of specified time.
6. the on-line automatic service system of phone according to claim 5, it is characterised in that the communication module is specifically used
In by WebService technologies there is provided the data-interface of other operation systems of Oracle CC＆B system externals, IVR system leads to
Cross the data-interface connection.
7. the on-line automatic service system of phone according to claim 6, it is characterised in that the performing module is specifically wrapped
Include：Instruction reception unit, user operation instruction is received for IVR, and operating unit is instructed for being received by the data-interface
Data, make Oracle CC＆B systems perform correlation function operation, monitoring unit, for recording IVR and Oracle CC＆B systems
Interface service Operation Log, monitoring data interaction scenario.
8. the on-line automatic service system of phone according to claim 7, it is characterised in that the system also includes a work order
Generation module, it is corresponding according to reservation work order generation after Oracle CC＆B system queries user self-help generation reservation work order
Work order is operated, practical operation is performed.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410787705.2A CN104506744B (en) | 2014-12-18 | 2014-12-18 | A kind of on-line automatic method of servicing of phone and its system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410787705.2A CN104506744B (en) | 2014-12-18 | 2014-12-18 | A kind of on-line automatic method of servicing of phone and its system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN104506744A CN104506744A (en) | 2015-04-08 |
| CN104506744B true CN104506744B (en) | 2017-08-15 |
Family
ID=52948459
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201410787705.2A Active CN104506744B (en) | 2014-12-18 | 2014-12-18 | A kind of on-line automatic method of servicing of phone and its system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN104506744B (en) |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112511704B (en) * | 2021-02-05 | 2021-05-11 | 深圳市阿卡索资讯股份有限公司 | Self-service lesson-contracting method and device based on interactive voice response system |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1725689A (en) * | 2004-07-22 | 2006-01-25 | 中兴通讯股份有限公司 | Telecommunication network calling centre system and its implementing method |
| CN101150775A (en) * | 2007-10-18 | 2008-03-26 | 中国联合通信有限公司 | A system and method for realizing platform-cross interaction of mobile terminal music service |
| CN101184101A (en) * | 2007-12-25 | 2008-05-21 | 天柏宽带网络科技（北京）有限公司 | Method and system for providing client information |
| CN101815139A (en) * | 2009-10-27 | 2010-08-25 | 号百信息服务有限公司 | Centralized telephone payment system and method for realizing same |
Family Cites Families (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102572133B (en) * | 2010-12-30 | 2014-11-05 | 北大方正集团有限公司 | Data transmission method, device and system |
| JP2012209711A (en) * | 2011-03-29 | 2012-10-25 | Oki Networks Co Ltd | Cooperation system, server, user terminal, corresponding service management program, and corresponding service acquisition program |
-
2014
- 2014-12-18 CN CN201410787705.2A patent/CN104506744B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1725689A (en) * | 2004-07-22 | 2006-01-25 | 中兴通讯股份有限公司 | Telecommunication network calling centre system and its implementing method |
| CN101150775A (en) * | 2007-10-18 | 2008-03-26 | 中国联合通信有限公司 | A system and method for realizing platform-cross interaction of mobile terminal music service |
| CN101184101A (en) * | 2007-12-25 | 2008-05-21 | 天柏宽带网络科技（北京）有限公司 | Method and system for providing client information |
| CN101815139A (en) * | 2009-10-27 | 2010-08-25 | 号百信息服务有限公司 | Centralized telephone payment system and method for realizing same |
Also Published As
| Publication number | Publication date |
|---|---|
| CN104506744A (en) | 2015-04-08 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US7827097B2 (en) | System for transferring an inbond communication to one of a plurality of credit-counseling agencies | |
| CN103067918B (en) | Method, device and system of privacy data anonymization in communication network | |
| US8948372B1 (en) | Contextual lead generation in an automated communication link establishment and management system | |
| Sharp | Call center operation: design, operation, and maintenance | |
| CN107920173B (en) | Videoconference initiating method, system, equipment and the storage medium of multi-party call | |
| US10922058B2 (en) | Method, system and apparatus for visual programming of interaction workflows for omni-channel customer contact centers with integrated customer relationship management | |
| US8472590B1 (en) | Systems and methods for controlling the content displayed on the browser of a remote user | |
| CN108965109A (en) | A kind of instant messaging control method, device and storage medium | |
| CN104580760A (en) | CTI (computer telephony integration) call center platform | |
| CN105262913A (en) | CTI (Computer Telephony Integration) system based on data mining and automatic control method | |
| US20110002457A1 (en) | Customer service controller | |
| CN105359126A (en) | Hybrid cloud architecture with optimized local delivery | |
| US9015222B2 (en) | Method and system for managing one or more processes in a business center | |
| CN104869263A (en) | CTI-platform-based outside-line seat control method and system | |
| CN104506744B (en) | A kind of on-line automatic method of servicing of phone and its system | |
| CN102955996A (en) | Cellphone platform based wireless network office system | |
| US10951757B1 (en) | Systems and methods for shifting call handling across multi-region service clusters | |
| CN109831591A (en) | Method of calling, device and the terminal of call center | |
| CN102523357A (en) | Provincial-concentrated power customer service system | |
| US11172071B1 (en) | Member activity across channels | |
| CN103685788A (en) | Automatic outbound call and voice interaction system based on IP network | |
| US11700328B2 (en) | System and method for improvements to pre-processing of data for forecasting | |
| CN105323280B (en) | Method for processing business, apparatus and system for electric system | |
| CN103679493A (en) | CRM (Cloud Computation Architecture) and telemarketing system based on cloud computation | |
| US20150112760A1 (en) | Website Visitor to Phone Call Tracking System |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |