CN104796482A - Intelligent converged communication system - Google Patents
Intelligent converged communication system Download PDFInfo
- Publication number
- CN104796482A CN104796482A CN201510210636.3A CN201510210636A CN104796482A CN 104796482 A CN104796482 A CN 104796482A CN 201510210636 A CN201510210636 A CN 201510210636A CN 104796482 A CN104796482 A CN 104796482A
- Authority
- CN
- China
- Prior art keywords
- real
- time
- client
- server
- service request
- 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.)
- Pending
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/0033—Notification or handling of incoming calls by a computer
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
- H04M2203/406—Rerouting calls between call centers
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- General Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention provides an intelligent converged communication system comprising a call center end. The call center end is used for monitoring service requests from first clients, responding to the service requests, and sending response to the first clients to enable the first clients to establish communication connection with the call center end after confirming the response; the service requests include real-time service requests and non-real-time service requests. The call center end comprises a main server related to the service requests and a plurality of secondary servers; the main server comprises at least one real-time server used for processing the real-time service requests and at least one non-real-time server used for processing the non-real-time service requests. The intelligent converged communication system has strong processing capability, call processing capacity of core control equipment is improved, efficient access capability is provided for the call center by the diversified efficient access capability servers, and construction cost of the call center is lowered greatly.
Description
Technical field
The invention belongs to technical field of electronic communication, relate to a kind of communication system, particularly relate to a kind of Intelligent Fusion communication system.
Background technology
Call center is the external window of enterprise, and some large enterprises have capital to build one's own call center.But the cost that medium-sized and small enterprises build the call center of oneself is high, and maintenance cost is also high.
Call center (Call Center) provides phone, fax, Email and Internet etc. to user
The information system of the customer service of multiple access means.It can provide multimedia respond services for client, and user is to enterprise's requirement, query, complaint, suggestion, consulting etc. in process.The implication of modern Customer Service Center itself is a kind of based on CTI (Computer Telephony Integration) technology, integrated and one that is connected as a single entity with the enterprise complete integrated information service system of the multiple function making full use of communication network and computer network, can effectively, at high speed for user provides many services.The Service control of call center and business provide and experienced by several stage, and from existing technology, the presentation mode of call center mainly contains following two kinds:
With time division multiplexing (TDM) technique construction, system needs data network and speech network to support simultaneously, and the presentation mode of system business is phone+artificial+computer+database+CTI technology.
Based on IP technique construction, system utilizes IP network to realize the integrated of speech data, and the presentation mode of system business is IP network+artificial+computer+database+CTI technology+proprietary platform.
Remote call center not only solves an input for hardware cost, also reduces the cost of maintenance.Attending a banquet of remote call center is connected to server by client software, and client software can meet call and facsimile function.As long as there is computer in enterprise, can surf the Net, just oneself can build a call center.And the message registration of oneself can be inquired about and listen to the recording of oneself conversing, content of checking fax etc.But server end but can not meet multiple call center, so just considerably increases construction cost simultaneously, need the support of proprietary hardware, as queue machine, IVR, recording server etc.Even if in small-scale application, because equipment is difficult to share, its cost can not be effectively controlled.
Therefore, how to provide a kind of Intelligent Fusion communication system, the various business need based on call center can not be met and the more high many disadvantages of call center's construction cost to solve in prior art, become practitioner in the art's technical problem urgently to be resolved hurrily in fact.
Summary of the invention
The shortcoming of prior art in view of the above, the object of the present invention is to provide a kind of Intelligent Fusion communication system, can not meet the various business need based on call center and the higher problem of call center's construction cost for solving in prior art.
For achieving the above object and other relevant objects, the invention provides a kind of Intelligent Fusion communication system, comprise: call center's end, for monitoring the service request from the first client, respond described service request, and described response is sent to described first client, establish a communications link with described call center end after making described first client confirm this response; Described service request comprises real-time business request and non-real-time service request; Wherein, described call center end comprises the master server and several server that are associated with described service request; Described master server comprises at least one real-time server for the treatment of described real-time business request and at least one Non-real-time services device for the treatment of described non-real-time service request.
Alternatively, the service request of described call center end also for described first client being sent searches real-time server in described master server or Non-real-time services device according to predetermined queries rule correspondence.
Alternatively, described real-time business request carries the first call identifier of the real-time server for searching coupling, and the second call identifier of the Non-real-time services device for searching coupling is carried in described non-real-time service request.
Alternatively, described Intelligent Fusion communication system also comprises some second clients; When the real-time business request of described first call identifier is carried in described first client transmission, real-time server analyzing and processing corresponding with the real-time business request of carrying described first call identifier in described master server, is forwarded to appointment second client by described real-time business request; Or when the real-time business request of described first call identifier is carried in described first client reception, real-time server analyzing and processing corresponding with the real-time business request of carrying described first call identifier in described master server,, described real-time business request is forwarded to appointment first client.
Alternatively, described master server is also for when forwarding described real-time business request to appointment the second client, if sense described appointment second client when being in busy condition, described real-time business request is forwarded to again another parallel with described appointment second client and specifies the second client; Or described master server is also for when forwarding described real-time business request to appointment the first client, if when sensing described appointment first client process busy condition, described real-time business request is forwarded to again another parallel with described appointment first client and specifies the first client.
Alternatively, when described first client sending/receiving carries the non-real-time service request of described second call identifier, real-time server analyzing and processing corresponding with the real-time business request of carrying described second call identifier in described master server, draw the numbering of numbering/the first client of the second client of the non-real-time service request after forwarding analyzing and processing, by described non-real-time service request forward to specifying the second client or specifying the first client.
Alternatively, described server comprises database server, information reprocessing server.
Alternatively, described database server is for storing all real-time business request and non-real-time service request, and described information reprocessing server is used for real-time business request and non-real-time service request described in reprocessing.
As mentioned above, Intelligent Fusion communication system of the present invention, has following beneficial effect:
Intelligent Fusion communication system of the present invention has powerful disposal ability, the ability of core control equipment process calling is compared conventional call centers and is significantly improved, efficient access capability slee server is that call center provides efficient access capability, greatly reduces the construction cost of call center.
Accompanying drawing explanation
Fig. 1 is shown as the theory structure schematic diagram of Intelligent Fusion communication system of the present invention.
Fig. 2 is shown as end theory structure schematic diagram in call center's in Intelligent Fusion communication system of the present invention.
Element numbers explanation
1 Intelligent Fusion communication system
11 first clients
12 call center's ends
13 second clients
121 master servers
122 servers
1211 real-time servers
1212 Non-real-time services devices
1213 state servers
1221 database servers
1222 information reprocessing servers
Embodiment
Below by way of specific instantiation, embodiments of the present invention are described, those skilled in the art the content disclosed by this specification can understand other advantages of the present invention and effect easily.The present invention can also be implemented or be applied by embodiments different in addition, and the every details in this specification also can based on different viewpoints and application, carries out various modification or change not deviating under spirit of the present invention.
Refer to accompanying drawing.It should be noted that, the diagram provided in the present embodiment only illustrates basic conception of the present invention in a schematic way, then only the assembly relevant with the present invention is shown in graphic but not component count, shape and size when implementing according to reality is drawn, it is actual when implementing, and the kenel of each assembly, quantity and ratio can be a kind of change arbitrarily, and its assembly layout kenel also may be more complicated.
Below in conjunction with embodiment and accompanying drawing, the present invention is described in detail.
The present embodiment provides a kind of Intelligent Fusion communication system 1, and described Intelligent Fusion communication system 1 is applied to and refers to Fig. 1, is shown as the theory structure schematic diagram of Intelligent Fusion communication system.As shown in Figure 1, described Intelligent Fusion communication system 1 comprises some first clients 11, call center's end 12 and some second clients 13.
Wherein, some first clients 11 are for send/receive service request to the second client 13 of carrying different call identifier.Described service request comprises real-time business request and non-real-time service request.In the present embodiment, described real-time business request comprises voice service request, video traffic request, instant messaging request etc.Described non-real-time service request comprises facsimile service request, mail service request etc.Described real-time business request carries the first call identifier, described first call identifier is for searching the real-time server of coupling, in other words, identify that for making described call center end 12 service request that described first client 11 sends is real-time business request, the second call identifier is carried in described non-real-time service request, described second call identifier is for searching the Non-real-time services device of coupling, in other words, for making described call center end 12 identify, the service request that described first client 11 sends is non-real-time service request.
With described some first clients 11, and based on call center's end 12 that the host-host protocol of different business request is connected with described first client 11, described call center end 12 searches real-time server in described master server or Non-real-time services device for the service request that described first client 11 sent according to predetermined queries rule correspondence, namely according with for the second matching identification accorded with according to first matching identification of mating with described first call identifier be pre-stored in described call center end and mate with described second call identifier the service request monitored from described first client is real-time business request or non-real-time service request, type according to service request responds, and described response is sent to described first client 11, establish a communications link with described call center end 12 after making described first client 11 confirm this response.Refer to Fig. 2, be shown as call center's end principle assumption diagram.As shown in Figure 2, described call center end 12 comprises the master server 121 and several server 122 that are associated with described service request.
The service request that described master server 121 sends for the treatment of described first client 11, manages described first client 11.Described master server 121 comprises at least one real-time server 1211, at least one Non-real-time services device 1212 and a state server 1213.Described real-time server 1211 is for the treatment of described real-time business request, described Non-real-time services district end 1212 is for the treatment of described non-real-time service request, described status service district end, for managing described first client 11, sends it to corresponding real-time server 1211 or Non-real-time services device 1212 according to the service request received.In the present embodiment, even if described real-time server 1211 comprises voice server, video server and message server etc.Described Non-real-time services device 1212 comprises Fax Server, mail server etc.In the present embodiment, described server 122 comprises database server 1221 and information reprocessing server 1222.Described database server is for storing all real-time business request and non-real-time service request, and described information reprocessing server is used for real-time business request and non-real-time service request described in reprocessing.In the present embodiment, described information reprocessing server can be a recording server, and this recording server is used for deleting, and extracts the voice messaging between the first client and the second client and video information.
When the real-time business request of described first call identifier is carried in described first client 11 transmission, real-time server analyzing and processing corresponding with the real-time business request of carrying described first call identifier in described master server 121, draw the numbering of the second client 13 of the real-time business request after forwarding analyzing and processing, described real-time business request is forwarded to appointment second client 13; Or when the real-time business request of described first call identifier is carried in described first client 11 reception, real-time server analyzing and processing corresponding with the real-time business request of carrying described first call identifier in described master server 121, draw the numbering of the first client that the real-time business request after analyzing and processing should forward, described real-time business request is forwarded to appointment first client.Described master server 121 is also for when forwarding described real-time business request to appointment the second client, if sense described appointment second client when being in busy condition, described real-time business request is forwarded to again another parallel with described appointment second client and specifies the second client, this is parallel refers to and specifies the second client ground bit parallel; Or described master server 121 is also for when forwarding described real-time business request to appointment the first client, if when sensing described appointment first client process busy condition, described real-time business request is forwarded to again another parallel with described appointment first client and specifies the first client.
When described first client 11 sending/receiving carries the non-real-time service request of described second call identifier, real-time server analyzing and processing corresponding with the real-time business request of carrying described second call identifier in described master server 121, draw the numbering of numbering/the first client of the second client of the non-real-time service request after forwarding analyzing and processing, by described non-real-time service request forward to specifying the second client or specifying the first client.
Such as, the specific works process of breathing out from the first client to the second client telephone is: the first client sends the voice request of carrying the first call identifier, the state server of described call center end is searched according to the first call identifier and is accorded with the first matching identification prestored the voice server mated, this voice request of voice server analyzing and processing obtains the numbering of the second client needed for the first client, whether described second client of described voice server sensing is in busy condition, if busy, this voice request is forwarded to another second client parallel with the second client by described voice server again.
Such as, the specific works process that described first client 11 receives fax incoming call is: the second client sends the fax request carrying the second call identifier, the state server of described call center section is searched according to the second call identifier and is accorded with the second matching identification prestored the Fax Server mated, this fax request of Fax Server analyzing and processing obtains the numbering of the first client needed for the second client, described fax request is directly sent to this first client and receives fax.
Intelligent Fusion communication system of the present invention has powerful disposal ability, the ability of core control equipment process calling is compared conventional call centers and is significantly improved, efficient access capability slee server is that call center provides efficient access capability, greatly reduces the construction cost of call center.
In sum, the present invention effectively overcomes various shortcoming of the prior art and tool high industrial utilization.
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 without prejudice under spirit of the present invention and category, can modify above-described embodiment or changes.Therefore, such as have in art usually know the knowledgeable do not depart from complete under disclosed spirit and technological thought all equivalence modify or change, must be contained by claim of the present invention.
Claims (8)
1. an Intelligent Fusion communication system, is characterized in that, comprising:
Call center's end, for monitoring the service request from the first client, responds described service request, and described response is sent to described first client, establishes a communications link after making described first client confirm this response with described call center end; Described service request comprises real-time business request and non-real-time service request;
Wherein, described call center end comprises the master server and several server that are associated with described service request; Described master server comprises at least one real-time server for the treatment of described real-time business request and at least one Non-real-time services device for the treatment of described non-real-time service request.
2. Intelligent Fusion communication system according to claim 1, is characterized in that: the service request of described call center end also for described first client being sent searches real-time server in described master server or Non-real-time services device according to predetermined queries rule correspondence.
3. Intelligent Fusion communication system according to claim 2, it is characterized in that: described real-time business request carries the first call identifier of the real-time server for searching coupling, the second call identifier of the Non-real-time services device for searching coupling is carried in described non-real-time service request.
4. Intelligent Fusion communication system according to claim 3, is characterized in that: described Intelligent Fusion communication system also comprises some second clients; When the real-time business request of described first call identifier is carried in described first client transmission, real-time server analyzing and processing corresponding with the real-time business request of carrying described first call identifier in described master server, is forwarded to appointment second client by described real-time business request; Or when the real-time business request of described first call identifier is carried in described first client reception, real-time server analyzing and processing corresponding with the real-time business request of carrying described first call identifier in described master server,, described real-time business request is forwarded to appointment first client.
5. Intelligent Fusion communication system according to claim 4, it is characterized in that: described master server is also for when forwarding described real-time business request to appointment the second client, if sense described appointment second client when being in busy condition, described real-time business request is forwarded to again another parallel with described appointment second client and specifies the second client; Or described master server is also for when forwarding described real-time business request to appointment the first client, if when sensing described appointment first client process busy condition, described real-time business request is forwarded to again another parallel with described appointment first client and specifies the first client.
6. Intelligent Fusion communication system according to claim 3, it is characterized in that: when described first client sending/receiving carries the non-real-time service request of described second call identifier, real-time server analyzing and processing corresponding with the real-time business request of carrying described second call identifier in described master server, draw the numbering of numbering/the first client of the second client of the non-real-time service request after forwarding analyzing and processing, by described non-real-time service request forward to specifying the second client or specifying the first client.
7. Intelligent Fusion communication system according to claim 1, is characterized in that: described time server comprises database server, information reprocessing server.
8. Intelligent Fusion communication system according to claim 7, it is characterized in that: described database server is for storing all real-time business request and non-real-time service request, and described information reprocessing server is used for real-time business request and non-real-time service request described in reprocessing.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510210636.3A CN104796482A (en) | 2015-04-28 | 2015-04-28 | Intelligent converged communication system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510210636.3A CN104796482A (en) | 2015-04-28 | 2015-04-28 | Intelligent converged communication system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN104796482A true CN104796482A (en) | 2015-07-22 |
Family
ID=53560990
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510210636.3A Pending CN104796482A (en) | 2015-04-28 | 2015-04-28 | Intelligent converged communication system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN104796482A (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112121413A (en) * | 2020-09-30 | 2020-12-25 | 腾讯科技（深圳）有限公司 | Response method, system, device, terminal and medium of function service |
| CN112751977A (en) * | 2020-12-17 | 2021-05-04 | 青岛地铁集团有限公司运营分公司 | Call processing method, device, system and storage medium |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7054290B1 (en) * | 2000-03-07 | 2006-05-30 | Telefonaktiebolaget Lm Ericsson (Publ) | Methods and apparatus for dual mode operation in a wireless communication system |
| CN101052000A (en) * | 2007-05-16 | 2007-10-10 | 中国电子科技集团公司第五十四研究所 | Method for realizing separate service in light burst exchange network |
| CN101742693A (en) * | 2008-11-13 | 2010-06-16 | 中国移动通信集团公司 | IMS core network system supporting network selection of different field general terminal and calling method |
| CN102053581A (en) * | 2009-11-10 | 2011-05-11 | 江苏云联科技有限公司 | Information acquisition and control method and information acquisition and control system |
-
2015
- 2015-04-28 CN CN201510210636.3A patent/CN104796482A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7054290B1 (en) * | 2000-03-07 | 2006-05-30 | Telefonaktiebolaget Lm Ericsson (Publ) | Methods and apparatus for dual mode operation in a wireless communication system |
| CN101052000A (en) * | 2007-05-16 | 2007-10-10 | 中国电子科技集团公司第五十四研究所 | Method for realizing separate service in light burst exchange network |
| CN101742693A (en) * | 2008-11-13 | 2010-06-16 | 中国移动通信集团公司 | IMS core network system supporting network selection of different field general terminal and calling method |
| CN102053581A (en) * | 2009-11-10 | 2011-05-11 | 江苏云联科技有限公司 | Information acquisition and control method and information acquisition and control system |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112121413A (en) * | 2020-09-30 | 2020-12-25 | 腾讯科技（深圳）有限公司 | Response method, system, device, terminal and medium of function service |
| CN112751977A (en) * | 2020-12-17 | 2021-05-04 | 青岛地铁集团有限公司运营分公司 | Call processing method, device, system and storage medium |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US6778661B1 (en) | Multimedia call distribution system | |
| CN101404697B (en) | Calling center system and calling method for providing integrated information service | |
| CN100433739C (en) | Calling centre compatible with public switched telenet and interconnected network and its access method | |
| CN101888452A (en) | Multi-access customer service system and method thereof | |
| CN1293798A (en) | Method and apparatus for call distribution and override with priority | |
| CN101068243B (en) | Interactive system for processing gateway level and service layer information and transmitting and receiving method | |
| CN103516918B (en) | Faulty resource restoration methods and device | |
| CN103533189A (en) | Method and apparatus for mobile seat call distribution | |
| CN101089888A (en) | System, method and device for implementing order interactive | |
| US6847639B2 (en) | Managing feature interaction among a plurality of independent feature servers in telecommunications servers | |
| CN100388665C (en) | Telecommunication network calling centre system and its implementing method | |
| JP2018195279A (en) | System for transferring facility relevant information at real time and method therefor | |
| US11146517B2 (en) | Intermediary device for data message network routing | |
| CN101953188A (en) | Method and apparatus for processing multi-channel request subscription under service management platform | |
| CN101686247B (en) | Method and system of information processing | |
| CN101022479A (en) | Call transfer method, computer telephone integrated platform, telephone traffic resource equipment, calling center system and communication system | |
| CN104796482A (en) | Intelligent converged communication system | |
| KR100846683B1 (en) | Network system and communication method of same, communication system, information relaying apparatus and method of same, and information providing apparatus | |
| CN114697282A (en) | Message processing method and system, storage medium and electronic device | |
| CN101931715A (en) | Customer service system and cross-platform monitoring method therein | |
| KR100834802B1 (en) | Method And System For Group Transfer Of Message | |
| CN111246028A (en) | System and method for merging advertisement services | |
| KR100977122B1 (en) | VoIP Service System and Its Method of Acquiring Caller Information Using Question | |
| JP2010244175A (en) | Simple cti system | |
| KR101625831B1 (en) | Method and equipments for establishing communication to a busy subscriber |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| EXSB | Decision made by sipo to initiate substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20150722 |
|
| RJ01 | Rejection of invention patent application after publication |