CN105376430A - Interactive voice response processing method, device and system - Google Patents
Interactive voice response processing method, device and system Download PDFInfo
- Publication number
- CN105376430A CN105376430A CN201410406152.1A CN201410406152A CN105376430A CN 105376430 A CN105376430 A CN 105376430A CN 201410406152 A CN201410406152 A CN 201410406152A CN 105376430 A CN105376430 A CN 105376430A
- Authority
- CN
- China
- Prior art keywords
- information
- service requesting
- background server
- operation information
- business
- 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
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The embodiment of the invention relates to the communication technology field, and especially relates to an interactive voice response processing method, device and system to solve the problems in the prior art that the logic is complicated for IVR development and such frequent, complex, flexible and changeable service forms cannot be achieved in a short period of time. After the IVR device receives service request information, the service request information is packaged and sent to a background server, the IVR device de-packages received operation information that is packaged by the background server and extracts the operation information, and service operations are carried out according to the operation information. According to the embodiment, concrete service processing is transferred to the background server, so the IVR device does not need to conduct various types of service logic processing, and people do not need to develop different IVR devices for different services. Therefore, frequent, complex, flexible and changeable service forms can be achieved.
Description
Technical field
The present invention relates to communication technical field, the processing method of particularly a kind of interactive voice response, equipment and system.
Background technology
We daily life, in work and life, utilization rate and the popularity rate of IVR (InteractiveVoiceResponse, interactive voice response) product are very high.
IVR is a kind of powerful phone automatic service system, can improve the quality of call service and cost saving.Along with the progress of technology, IVR there has also been a series of development, and can play relevant information according to the content of user's input, can be operation indicating also can be the concrete information content.In integrated Call Center Platform, first IVR is a subsystem, and it and other subsystems work in coordination with the standard feature realizing a Call Center Platform; Secondly it be again one can isolated operation, maintenance and upgrading autonomous system, can be used alone only needing the occasion of IVR.
On market, IVR product has a lot, has independently developing instrument separately.Client proposes business flexible and changeable in a large number, needs to carry out business screening by database and a large amount of table data.And IVR cannot realize multi-table query and complicated SQL logic, and IVR exploitation is fixed, procedural style.After having write, can not arbitrarily change the flow process of phone incoming call to service logic, change corresponding traffic flow.
Logic all more complicated of current IVR exploitation, cannot realize so frequent complicated and flexible and changeable form of service demand in the short time.
Summary of the invention
The embodiment of the present invention provides a kind of processing method, equipment and system of interactive voice response, in order to solve in prior art the logic more complicated that there is IVR exploitation, the problem of so frequent complicated and flexible and changeable form of service demand in the short time, cannot be realized.
The processing method of a kind of interactive voice response that the embodiment of the present invention provides, comprising:
Service requesting information, after receiving service requesting information, encapsulates by interactive voice response IVR equipment;
Service requesting information after encapsulation is sent to background server by described IVR equipment;
The operation information through encapsulation that the described background server that described IVR equipment interconnection receives returns carries out decapsulation, extracts operation information;
Described IVR equipment carries out business operation according to described operation information.
Because the embodiment of the present invention all transfers to background server by the concrete process of business, IVR equipment is made not need to carry out various business logic processing, do not need for the different IVR equipment of different business developments, thus the demand of frequent complicated and flexible and changeable form of service can be realized.
Preferably, service requesting information encapsulates by described IVR equipment, comprising:
Service requesting information, according to the message template of setting, encapsulates by described IVR equipment;
The operation information through encapsulation that the described background server that described IVR equipment interconnection receives returns carries out decapsulation, extracts operation information, comprising:
Described IVR equipment, according to the message template of setting, carries out decapsulation to the operation information through encapsulation that the described background server received returns, extracts operation information.
Because embodiment of the present invention IVR equipment and background server can utilize multiple interfaces mode to communicate, therefore IVR equipment can encapsulate service requesting information according to different message templates and carry out decapsulation to operation information, thus make business development strong, add service flexibility.
Preferably, described IVR equipment, after receiving service requesting information, before the service requesting information after encapsulation is sent to background server, also comprises:
Described IVR equipment determines that the service needed that described service requesting information is corresponding and described background server carry out alternately.
Carried out judging that corresponding service needed and described background server carry out alternately because the embodiment of the present invention ensure that before the service requesting information after encapsulation is sent to background server, thus improve the efficiency of service interaction.
Preferably, described IVR equipment carries out business operation according to described operation information, also comprises:
Described IVR equipment, after determining cannot to carry out business operation according to described operation information, carries out emergency processing.
Due in force likely because background server break down or in transmittance process information occur mistake etc. reason, cause IVR equipment cannot carry out business operation according to the operation information received, therefore emergent flow process guides client to complete the operation support of follow-up business by continuing, thus can save the time of client.
The processing method of a kind of interactive voice response that the embodiment of the present invention provides, comprising:
Background server carries out decapsulation to the service requesting information through interactive voice response IVR equipment packages received, and extracts service requesting information;
Described background server carries out Business Processing according to service requesting information, determines the operation information after Business Processing;
Described background server encapsulates the operation information after Business Processing, and sends to described IVR equipment, carries out business operation to make described IVR equipment according to described operation information.
Because embodiment of the present invention background server carries out judging and realize service logic and function, therefore do not need for the different IVR equipment of different business developments, thus solve the problem that IVR exploitation is complicated, efficiency is low and progress is slow.
Preferably, described background server carries out decapsulation to the service requesting information through described IVR equipment packages received, and comprising:
Described background server carries out decapsulation according to the message template of setting to the service requesting information after described IVR equipment packages received;
Described background server encapsulates the operation information after Business Processing, comprising:
Operation information after Business Processing encapsulates according to the message template of setting by described background server.
Because embodiment of the present invention background server and IVR equipment can utilize multiple interfaces mode to communicate, therefore corresponding, background server can carry out decapsulation according to different message templates to service requesting information and encapsulate operation information, thus can raising efficiency, shorten the construction cycle.
Preferably, described background server carries out Business Processing according to service requesting information, determines the operation information after Business Processing, comprising:
If described background server is determined to need to communicate with third party's business platform according to service requesting information, then described service requesting information is sent to described third party's business platform, and according to the described third party's business platform feedback information received, determine the operation information after Business Processing;
If described background server is determined not need to communicate with third party's business platform according to service requesting information, then carry out Business Processing according to described service requesting information, determine the operation information after Business Processing.
Because embodiment of the present invention background server can judge whether to need to communicate with third party's business platform according to service requesting information, thus cross-platform communication can be realized.
A kind of interactive voice response IVR equipment that the embodiment of the present invention provides, comprises
First package module, for after receiving service requesting information, encapsulates service requesting information;
Sending module, for sending to background server by the service requesting information after encapsulation;
First decapsulation module, carries out decapsulation for the operation information through encapsulation returned the described background server received, extracts operation information;
Operational module, for carrying out business operation according to described operation information.
Preferably, described first package module specifically for:
According to the message template of setting, service requesting information is encapsulated;
Described first decapsulation module specifically for:
According to the message template of setting, decapsulation is carried out to the operation information through encapsulation that the described background server received returns, extracts operation information.
Preferably, described first package module also for:
Determine that the service needed that described service requesting information is corresponding and described background server carry out alternately.
Preferably, described operational module also for:
After determining business operation to be carried out according to described operation information, carry out emergency processing.
A kind of interactive voice response background server that the embodiment of the present invention provides, comprises
Second decapsulation module, for carrying out decapsulation to the service requesting information through interactive voice response IVR equipment packages received, extracts service requesting information;
Processing module, for carrying out Business Processing according to service requesting information, determines the operation information after Business Processing;
Second package module, for encapsulating the operation information after Business Processing, and sends to described IVR equipment, carries out business operation to make described IVR equipment according to described operation information.
Preferably, described second decapsulation module specifically for:
Message template according to setting carries out decapsulation to the service requesting information after described IVR equipment packages received;
Described second package module specifically for:
Operation information after Business Processing encapsulates by the message template according to setting.
Preferably, described processing module specifically for:
If need to communicate with third party's business platform according to service requesting information, then described service requesting information is sent to described third party's business platform, and according to the described third party's business platform feedback information received, determine the operation information after Business Processing;
If do not need to communicate with third party's business platform according to service requesting information, then carry out Business Processing according to described service requesting information, determine the operation information after Business Processing.
A kind of interactive voice response treatment system that the embodiment of the present invention provides, comprising:
Interactive voice response IVR equipment, for after receiving service requesting information, encapsulates service requesting information; Service requesting information after encapsulation is sent to background server; Decapsulation is carried out to the operation information through encapsulation that the described background server received returns, extracts operation information; Business operation is carried out according to described operation information;
Background server, for carrying out decapsulation to the service requesting information through IVR equipment packages received, extracts service requesting information; Carry out Business Processing according to service requesting information, determine the operation information after Business Processing; Operation information after Business Processing is encapsulated, and sends to described IVR equipment, carry out business operation to make described IVR equipment according to described operation information.
The IVR equipment of the embodiment of the present invention is after receiving service requesting information, service requesting information is encapsulated, and send to background server, background server carries out decapsulation to the service requesting information through encapsulation received, extract service requesting information, Business Processing is carried out according to service requesting information, determine the operation information after Business Processing, and Business Processing operation information after encapsulation is sent to IVR equipment, the operation information through background server encapsulation that IVR equipment interconnection receives carries out decapsulation, and extract operation information, business operation is carried out according to described operation information.Because the embodiment of the present invention all transfers to background server by the concrete process of business, IVR equipment is made not need to carry out various business logic processing, do not need for the different IVR equipment of different business developments, thus the demand of frequent complicated and flexible and changeable form of service can be realized.
Accompanying drawing explanation
Fig. 1 is the process flow schematic diagram of the embodiment of the present invention one interactive voice response;
Fig. 2 is the process flow schematic diagram of the embodiment of the present invention two interactive voice response;
Fig. 3 is the process flow schematic diagram of the embodiment of the present invention three interactive voice response;
Fig. 4 is the structural representation of the embodiment of the present invention four interactive voice response IVR equipment;
Fig. 5 is the structural representation of the embodiment of the present invention five interactive voice response background server;
Fig. 6 is the structural representation of the treatment system of the embodiment of the present invention six interactive voice response.
Embodiment
The IVR equipment of the embodiment of the present invention is after receiving service requesting information, service requesting information is encapsulated, and send to background server, background server carries out decapsulation to the service requesting information through encapsulation received, extract service requesting information, Business Processing is carried out according to service requesting information, determine the operation information after Business Processing, and Business Processing operation information after encapsulation is sent to IVR equipment, the operation information through background server encapsulation that IVR equipment interconnection receives carries out decapsulation, and extract operation information, business operation is carried out according to described operation information.Because the embodiment of the present invention all transfers to background server by the concrete process of business, IVR equipment is made not need to carry out various business logic processing, do not need for the different IVR equipment of different business developments, thus the demand of frequent complicated and flexible and changeable form of service can be realized.
Below in conjunction with Figure of description, the embodiment of the present invention is described in further detail.
As shown in Figure 1, the processing method of the embodiment of the present invention one interactive voice response comprises:
Service requesting information, after receiving service requesting information, encapsulates by step 100, IVR equipment;
Service requesting information after encapsulation is sent to background server by step 101, described IVR equipment;
The operation information through encapsulation that the described background server that step 102, described IVR equipment interconnection receive returns carries out decapsulation, extracts operation information;
Step 103, described IVR equipment carry out business operation according to described operation information.
In force, for different application scenarioss, the content of the service requesting information that IVR equipment receives also may be different.
Such as, if user dials voice call, then the service requesting information that IVR equipment receives is key information;
Such as, need authentication of users information, allow user input passport NO. information, then service requesting information is the information representing user identity, such as identification card number etc.;
Such as, if user needs the single activating service of card, background service can be taken out its related voice needing to report, carried out encapsulating the need of business information such as reception button, correct key format and be transferred to IVR by database, then the service requesting information that IVR equipment receives is carried out resolving and reported related voice, receives user key-press and carry out Business Processing to user.
For different service requesting information, the operation information that IVR equipment extracts is not identical yet.
Such as, if service requesting information is key information, then IVR equipment receives this operation to the suggestion voice address of user, correct key information etc.;
Accordingly, IVR equipment carries out business operation according to described operation information and is: IVR equipment, according to voice address, plays corresponding voice to user, namely business corresponding to next stage button is play, such as voice are " enter A business by 1, enter B business by 2 ", and IVR receives user's related key.If user key-press non-voice points out correct button, then the voice of feedback error operation also allow user operate again.
Such as, if service requesting information is passport NO., in order to carry out blacklist inquiry, then the operation information that IVR equipment receives is voice address and data message;
Accordingly, the business operation that IVR equipment carries out according to described operation information is: IVR equipment, according to voice address, plays corresponding voice to user; According to data message determination passport NO. whether in blacklist.
If passport NO. is in blacklist, then the voice that IVR equipment is play to user according to voice address can be " you have no right to carry out this business ", and do not respond the subsequent operation of this user;
If passport NO. is not in blacklist, then the voice that IVR equipment is play to user according to voice address can be " you have the right to carry out this business ", and respond the subsequent operation of this user.
Such as, if service requesting information is the date, in order to carry out inquiry festivals or holidays, then the operation information that IVR equipment receives is voice address and data message;
Accordingly, the business operation that IVR equipment carries out according to described operation information is: IVR equipment, according to voice address, plays corresponding voice to user; The date is determined whether in list festivals or holidays according to data message.
If the date is in list festivals or holidays, then the voice that IVR equipment is play to user according to voice address can be " date that you inquire about exist ", and respond the subsequent operation of this user;
If the date is not in list festivals or holidays, then the voice that IVR equipment is play to user according to voice address can be " date that you inquire about do not exist, and please re-enter ", and respond this user re-enter operation.
Such as, if service requesting information is name Pinyin information, ask for inquiry in order to carry out customer information, then the operation information that IVR equipment receives is voice address and data message;
Accordingly, the business operation that IVR equipment carries out according to described operation information is: IVR equipment, according to voice address, plays corresponding voice to user; According to data message determination name Pinyin information whether in the list of client's index information.
If name Pinyin information is in the list of client's index information, then the voice that IVR equipment is play to user according to voice address can be " information that you inquire about exist ", and respond the subsequent operation of this user;
If name Pinyin information is not in the list of client's index information, then the voice that IVR equipment is play to user according to voice address can be " information that you inquire about does not exist, and please re-enter " and respond this user re-enter operation.
Such as, if service requesting information is fax number, in order to carry out facsimile service, then the operation information that IVR equipment receives is fax service data information;
Accordingly, IVR equipment carries out business operation according to described operation information and is: IVR equipment, according to third party's business platform determination fax service data information, to the corresponding operating result of user feedback, transmits corresponding facsimile message.
Such as, if service requesting information is card singly activate key information, in order to carry out the single activating service of card, then the operation information that IVR equipment receives is voice address and data message;
Accordingly, the business operation that IVR equipment carries out according to described operation information is: the voice address that IVR equipment is determined according to third party's business platform, plays corresponding voice to user; According to third party's business platform established data information, IVR equipment judges whether that can carry out card singly activates related service.
If can carry out card singly activate related service, then the voice that IVR equipment is play to user according to voice address can be " you are carrying out the single activating service of card ", and respond the subsequent operation of this user;
If cannot carry out card singly activate related service, then the voice that VR equipment is play to user according to voice address can be " you carry out illegal operation, press 1 key and return previous menu ".
Preferably, in step 100, service requesting information encapsulates by IVR equipment, comprising:
Service requesting information, according to the message template of setting, encapsulates by IVR equipment.
In force, the interface between IVR equipment and background server can be configured as required, different interfaces, and the form of the information of transmission is not identical yet.
Such as, if between IVR equipment and background server be HTTP service communication interface, then the form of the information transmitted is XML reference format;
Such as, if be wireless traffic communication interface between IVR equipment and background server, then the form of the information transmitted is 802.11 protocol family forms.
Such as, if between IVR equipment and background server be infrared service communication interface, then the form of the information transmitted is infrared protocol bunch form;
Such as, if be bluetooth communication interface between IVR equipment and background server, then the form of the information transmitted is the self-defined message format of XML;
Such as, if Socket interface between IVR equipment and background server, then the information format transmitted is the self-defined message format of XML;
Such as, if WEBLOGIC interface between IVR equipment and background server, then the information format transmitted is the self-defined message format of XML.
Based on this, the multiple message templates preset in IVR equipment, IVR equipment, according to the interface between current and background server, selects corresponding message template, then according to the message template selected, service requesting information is encapsulated.
Accordingly, the operation information through encapsulation that the described background server that step 102, described IVR equipment interconnection receive returns carries out decapsulation, extracts operation information, comprising:
Described IVR equipment, according to the message template of setting, carries out decapsulation to the operation information through encapsulation that the described background server received returns, extracts operation information.
Preferably, if the interface of IVR equipment there occurs change, such as add new interface or eliminate existing interface, can also upgrade each message template of current setting.
In force, not all business all needs background server to process, thus one preferably mode be:
IVR equipment first judges before the service requesting information after encapsulation is sent to background server that business corresponding to the service requesting information that receives is the need of carrying out alternately with described background server, if so, then the service requesting information after encapsulation is sent to background server; Otherwise by reporting fixing system voice, then carry out on-hook operation.Preferably, IVR equipment can determine it is what business according to service requesting information, then checks whether needing of presetting comprises the business determined in the business of background server process, if comprised, then determines to need to carry out alternately with described background server; Otherwise, by direct broadcasting system Default sound, then carry out on-hook operation.
Preferably, likely because background server breaks down or in transmittance process, the reasons such as mistake appear in information, IVR equipment is caused cannot to carry out business operation according to the operation information received.For above-mentioned situation, one preferably mode is:
In step 103, IVR equipment, after determining cannot to carry out business operation according to described operation information, carries out emergency processing.
Wherein, in the embodiment of the present invention, emergency processing includes but not limited to lower column processing:
Force to terminate this interactive voice answering flow, report garbled voice information, when carrying out communication or Communications failure with background service, system will go to emergent flow process and carry out simple Business Processing by IVR and then carry out turning artificial or on-hook operates.
As shown in Figure 2, the processing method of the embodiment of the present invention two interactive voice response comprises:
Step 200, background server carry out decapsulation to the service requesting information through IVR equipment packages received, and extract service requesting information;
Step 201, described background server carry out Business Processing according to service requesting information, determine the operation information after business reason;
Step 202, described background server encapsulate the operation information after Business Processing, and send to described IVR equipment, carry out business operation to make described IVR equipment according to described operation information.
In force, for different application scenarioss, the service requesting information of the IVR equipment packages that background server receives also may be different, and the service requesting information that corresponding background server extracts also may be different.
Such as, if the service requesting information of IVR equipment packages is key information, then the service requesting information of background server to the IVR equipment packages received carries out decapsulation, and the service requesting information extracted should be key information;
Such as, if the service requesting information of IVR equipment packages is identification card number, then the service requesting information of background server to the IVR equipment packages received carries out decapsulation, and the service requesting information extracted should be identification card number.
Preferably, in step 200, background server carries out decapsulation to the service requesting information through described IVR equipment packages received, and comprising:
Described background server carries out decapsulation according to the message template of setting to the service requesting information after described IVR equipment packages received.
In force, the interface between background server and IVR equipment can be configured as required, different interfaces, and the form of the information of transmission is not identical yet.It should be noted that, when IVR communicates mutually with the transceiver interface of background server, the configuration format of interface and information format should be identical.
Such as, if between background server and IVR equipment be HTTP service communication interface,
The form of the information passed is HTTP form;
Such as, if be wireless traffic communication interface between background server and IVR equipment, then the form of the information transmitted is 802.11 forms;
Such as, if between background server and IVR equipment be infrared service communication interface, then the form of the information transmitted is infrared protocol bunch form;
Such as, if be bluetooth service interface between background server and IVR equipment, then the form of the information transmitted is Bluetooth protocol bunch form.
Based on this, the multiple message templates preset in background server, background server, according to the interface between current and IVR equipment, selects corresponding message template, then according to the message template selected, decapsulation is carried out to the service requesting information through IVR equipment packages received.
Preferably, in step 202, described background server encapsulates the operation information after Business Processing, and sends to described IVR equipment, comprising:
Operation information after Business Processing encapsulates according to the message template of setting by described background server, and sends to described IVR equipment.
Preferably, if the interface of background server there occurs change, such as add new interface or eliminate existing interface, can also upgrade each message template of current setting.
In force, background server need according to the operation information after service requesting information determination Business Processing type and Business Processing, so one preferably mode be:
If background server is determined not need to communicate with third party's business platform according to service requesting information, then Business Processing is carried out according to described service requesting information in backstage, determines the operation information after Business Processing;
If background server is determined to need to communicate with third party's business platform according to service requesting information, then described service requesting information is sent to described third party's business platform by background server, and according to the described third party's business platform feedback information received, determine the operation information after Business Processing.
Preferably, background server can determine it is what business according to the service requesting information extracted, and then checks whether needing of presetting comprises in the business of third party's business platform, if comprised, then determines to need to communicate with third party's business platform; Otherwise, determine not need to communicate with third party's business platform.
Such as background server determines specifically what business according to the business numbering comprised in service requesting information, then check whether needing of presetting comprises in the business of third party's business platform numbering, if comprised, then determine to need to communicate with third party's business platform; Otherwise, determine not need to communicate with third party's business platform.
If situation one background server is determined not need to communicate with third party's business platform according to service requesting information.
In step 201, Business Processing is carried out according to service requesting information in backstage, determines the operation information after Business Processing.
For different service requesting information, background server needs the Business Processing of carrying out also different, and the operation information that corresponding background server is determined according to Business Processing is also different.
Such as, if the service requesting information that background server extracts is key information, then background server needs the Business Processing of carrying out to be carry out the speech business of next stage button; Accordingly, background server is the voice address that the voice of next stage button are corresponding according to the operation information that Business Processing is determined;
Such as, if the service requesting information that background server extracts is passport NO., then background server needs the Business Processing of carrying out to be blacklist inquiry; Accordingly, background server inquires about the passport NO. whether comprising in black list information list and extract from the server storing black list information list, if comprised, then operation information should be voice address corresponding to the voice of broadcasting " you have no right to carry out this business ", and for representing the data message of this user in blacklist; If do not comprised, then operation information should be voice address corresponding to the voice of broadcasting " you have the right to carry out this business ", and for representing the data message of this user not in blacklist.
Such as, if the service requesting information that background server extracts is the date, then background server needs the Business Processing of carrying out to be inquiries festivals or holidays; Accordingly, background server inquires about the date whether comprising in holiday information list and extract from the server storing holiday information list, if comprised, then operation information should be voice address corresponding to the voice of broadcasting " date that you inquire about exist ", and for representing the data message of this date at Query List festivals or holidays; If do not comprised, then operation information should be voice address corresponding to the voice of broadcasting " date that you inquire about does not exist, and please re-enter the date ", and for representing this date not at the data message of Query List festivals or holidays.
Such as, if the service requesting information that background server extracts is name Pinyin information, then background server needs the Business Processing of carrying out to be customer information search index; Accordingly, whether background server comprises the name Pinyin information extracted from the server of customer information index list in inquiring customer information index list, if comprised, then operation information should be voice address corresponding to the voice of broadcasting " information that you inquire about exist ", and for representing the data message of this name Pinyin information in customer information index list; If do not comprised, then operation information should be voice address corresponding to the voice of broadcasting " information that you inquire about does not exist, and please re-enter ", and for representing that this name Pinyin information is not at the data message of customer information index list.
If situation two background server is determined to need to communicate with third party's business platform according to service requesting information.
In step 201, service requesting information is sent to third party's business platform by background server, and according to the third party's business platform feedback information received, determines the operation information after Business Processing.
For the different service requesting information received, third party's business platform needs the Business Processing of carrying out also different with the feedback information determined, and the operation information after corresponding background server determination Business Processing is also different.
Such as, if background processor sends to the service requesting information of third party's business platform to be fax number, then third party's business platform needs the Business Processing of carrying out to be facsimile service, the feedback information determined is fax service data information, and the operation information after background server determination Business Processing is fax service data information;
Such as, if background processor sends to the service requesting information of third party's business platform to be that card singly activates key information, then third party's business platform needs the Business Processing of carrying out to be the single activating service of card, accordingly, whether third party's business platform judges can carry out the single activating service of card, and be that voice address and data message send to background server by the feedback information determined, if passable, then operation information should be voice address corresponding to the voice of broadcasting " you are carrying out the single activating service of card ", and for representing the data message that can carry out the single activating service of card, if cannot, then operation information should be voice address corresponding to the voice of broadcasting " you carry out illegal operation, press 1 key and return previous menu ", and for representing the data message that cannot carry out the single activating service of card.
In force, the interface between background server and third party's business platform can be configured as required, different interfaces, and the form of the information of transmission is not identical yet.
Such as, if between background server and third party's business platform be webservice service communication interface, the form of the information passed is webservice form;
Such as, if between background server and third party's business platform be soceket service communication interface, then the form of the information transmitted is soceket form.
Based on this, the multiple message templates preset in background server, background server, according to the interface between current and third party's business platform, selects corresponding message template, then according to the message template selected, encapsulates service requesting information.
Accordingly, third party's business platform, according to the interface between current background server, selects corresponding message template, then according to the message template selected, carries out decapsulation to service requesting information after background server encapsulation;
Third party's business platform, according to the interface between current background server, selects corresponding message template, then according to the message template selected, encapsulates carrying out feedback information after Business Processing through third party's business platform;
Background server is according to the interface between current and third party's business platform, select corresponding message template, then according to the message template selected, decapsulation is carried out to the feedback information after the Business Processing of third party's business platform encapsulation received, extracts operation information.
Preferably, if the interface of background server and third party's business platform there occurs change, such as add new interface or eliminate existing interface, can also upgrade each message template of current setting.
As shown in Figure 3, the processing method of the embodiment of the present invention three interactive voice response comprises:
Step 300, IVR equipment wait-receiving mode service requesting information.
Step 301, IVR equipment receive service requesting information, and the service requesting information received, according to the message template of setting, encapsulates by IVR equipment.
Step 302, IVR equipment judge whether to need to carry out service interaction with background server according to the service requesting information received, and if so, then perform step 303; Otherwise, perform step 317.
Service requesting information after encapsulation is sent to background server by step 303, IVR equipment.
Step 304, background server carry out decapsulation according to the message template of setting to the service requesting information through encapsulation received, and extract service requesting information.
Step 305, background server judge whether to need to communicate with third party's service platform system according to service requesting information, if so, then perform step 306; Otherwise, perform step 309.
Service requesting information is sent to third party's service platform system by step 306, background server.
What step 307, background server reception third party service platform system returned carries out the feedback information after Business Processing according to service requesting information, and extracts operation information.
The operation information received, according to the message template of setting, encapsulates, and returns to IVR equipment, and perform step 312 by step 308, background server.
Step 309, background server determine corresponding business according to service requesting information.
Step 310, background server carry out Business Processing, determine the operation information after Business Processing.
Operation information after Business Processing encapsulates according to the message template of setting by step 311, background server, and returns to IVR equipment, and performs step 312.
Step 312, IVR equipment carry out decapsulation according to the message template of setting to the operation information through background server encapsulation received, and extract operation information.
Step 313, IVR equipment judge whether to carry out business operation according to the operation information extracted, and if so, then perform step 314; Otherwise, perform step 315.
Step 314, IVR equipment carry out business operation according to the operation information extracted, and return step 300.
Step 315, IVR equipment, according to the emergency processing mode pre-set, carry out emergency processing.
Step 316, IVR equipment, after emergency processing terminates, return step 300.
Step 317, end voice answering flow.
Based on same inventive concept, additionally provide a kind of interactive voice response IVR in the embodiment of the present invention and establish and background server, because method that a kind of IVR equipment of Fig. 4 is corresponding is the method for a kind of interactive voice response of the embodiment of the present invention; Accordingly, a kind of interactive voice response background server of Fig. 5 is the method for the embodiment of the present invention two kinds of interactive voice responses, the corresponding embodiment of the present invention one of a kind of interactive voice response treatment system of Fig. 6 and the embodiment of the present invention two, therefore the enforcement of embodiment of the present invention method see the enforcement of system, can repeat part and repeats no more.
As shown in Figure 4, the embodiment of the present invention four IVR equipment comprises:
First package module 400, for after receiving service requesting information, encapsulates service requesting information;
Sending module 401, for sending to background server by the service requesting information after encapsulation;
First decapsulation module 402, carries out decapsulation for the operation information through encapsulation returned the described background server received, extracts operation information;
Operational module 403, for carrying out business operation according to described operation information.
Preferably, described first package module 400 specifically for:
According to the message template of setting, service requesting information is encapsulated;
Described first decapsulation module 402 specifically for:
According to the message template of setting, decapsulation is carried out to the operation information through encapsulation that the described background server received returns, extracts operation information.
Preferably, described first package module 400 also for:
Determine that the service needed that described service requesting information is corresponding and described background server carry out alternately.
Preferably, described operational module 403 also for:
After determining business operation to be carried out according to described operation information, carry out emergency processing.
As shown in Figure 5, the embodiment of the present invention five interactive voice response background server comprises:
Second decapsulation module 500, for carrying out decapsulation to the service requesting information through IVR equipment packages received, extracts service requesting information;
Processing module 501, for carrying out Business Processing according to service requesting information, determines the operation information after Business Processing;
Second package module 502, for encapsulating the operation information after Business Processing, and sends to described IVR equipment, carries out business operation to make described IVR equipment according to described operation information.
Preferably, described second decapsulation module 500 specifically for:
Message template according to setting carries out decapsulation to the service requesting information after described IVR equipment packages received;
Described second package module 502 specifically for:
Operation information after Business Processing encapsulates by the message template according to setting.
Preferably, described processing module 501 specifically for:
If need to communicate with third party's business platform according to service requesting information, then described service requesting information is sent to described third party's business platform, and according to the described third party's business platform feedback information received, determine the operation information after Business Processing;
If do not need to communicate with third party's business platform according to service requesting information, then carry out Business Processing according to described service requesting information, determine the operation information after Business Processing.
As shown in Figure 6, the treatment system of the embodiment of the present invention six interactive voice response comprises:
IVR equipment 600, for after receiving service requesting information, encapsulates service requesting information; Service requesting information after encapsulation is sent to background server; Decapsulation is carried out to the operation information through encapsulation that the described background server received returns, extracts operation information; Business operation is carried out according to described operation information;
Background server 601, for carrying out decapsulation to the service requesting information through IVR equipment packages received, extracts service requesting information; Carry out Business Processing according to service requesting information, determine the operation information after Business Processing; Operation information after Business Processing is encapsulated, and sends to described IVR equipment, carry out business operation to make described IVR equipment according to described operation information.
It can be seen from the above: the IVR equipment of the embodiment of the present invention is after receiving service requesting information, service requesting information is encapsulated, and send to background server, background server carries out decapsulation to the service requesting information through encapsulation received, extract service requesting information, Business Processing is carried out according to service requesting information, determine the operation information after Business Processing, and Business Processing operation information after encapsulation is sent to IVR equipment, the operation information through background server encapsulation that IVR equipment interconnection receives carries out decapsulation, and extract operation information, business operation is carried out according to described operation information.Because the embodiment of the present invention all transfers to background server by the concrete process of business, IVR equipment is made not need to carry out various business logic processing, do not need for the different IVR equipment of different business developments, thus the demand of frequent complicated and flexible and changeable form of service can be realized.
The present invention describes with reference to according to the flow chart of the method for the embodiment of the present invention, equipment (system) and computer program and/or block diagram.Should understand can by the combination of the flow process in each flow process in computer program instructions realization flow figure and/or block diagram and/or square frame and flow chart and/or block diagram and/or square frame.These computer program instructions can being provided to the processor of all-purpose computer, special-purpose computer, Embedded Processor or other programmable data processing device to produce a machine, making the instruction performed by the processor of computer or other programmable data processing device produce device for realizing the function of specifying in flow chart flow process or multiple flow process and/or block diagram square frame or multiple square frame.
These computer program instructions also can be stored in can in the computer-readable memory that works in a specific way of vectoring computer or other programmable data processing device, the instruction making to be stored in this computer-readable memory produces the manufacture comprising command device, and this command device realizes the function of specifying in flow chart flow process or multiple flow process and/or block diagram square frame or multiple square frame.
These computer program instructions also can be loaded in computer or other programmable data processing device, make on computer or other programmable devices, to perform sequence of operations step to produce computer implemented process, thus the instruction performed on computer or other programmable devices is provided for the step realizing the function of specifying in flow chart flow process or multiple flow process and/or block diagram square frame or multiple square frame.
Although describe the preferred embodiments of the present invention, those skilled in the art once obtain the basic creative concept of cicada, then can make other change and amendment to these embodiments.So claims are intended to be interpreted as comprising preferred embodiment and falling into all changes and the amendment of the scope of the invention.
Obviously, those skilled in the art can carry out various change and modification to the present invention and not depart from the spirit and scope of the present invention.Like this, if these amendments of the present invention and modification belong within the scope of the claims in the present invention and equivalent technologies thereof, then the present invention is also intended to comprise these change and modification.
Claims (15)
1. a processing method for interactive voice response, is characterized in that, the method comprises:
Service requesting information, after receiving service requesting information, encapsulates by interactive voice response IVR equipment;
Service requesting information after encapsulation is sent to background server by described IVR equipment;
The operation information through encapsulation that the described background server that described IVR equipment interconnection receives returns carries out decapsulation, extracts operation information;
Described IVR equipment carries out business operation according to described operation information.
2. the method for claim 1, is characterized in that, service requesting information encapsulates by described IVR equipment, comprising:
Service requesting information, according to the message template of setting, encapsulates by described IVR equipment;
The operation information through encapsulation that the described background server that described IVR equipment interconnection receives returns carries out decapsulation, extracts operation information, comprising:
Described IVR equipment, according to the message template of setting, carries out decapsulation to the operation information through encapsulation that the described background server received returns, extracts operation information.
3. the method for claim 1, is characterized in that, described IVR equipment, after receiving service requesting information, before the service requesting information after encapsulation is sent to background server, also comprises:
Described IVR equipment determines that the service needed that described service requesting information is corresponding and described background server carry out alternately.
4. the method as described in as arbitrary in claims 1 to 3, it is characterized in that, described IVR equipment carries out business operation according to described operation information, also comprises:
Described IVR equipment, after determining cannot to carry out business operation according to described operation information, carries out emergency processing.
5. a processing method for interactive voice response, is characterized in that, the method comprises:
Background server carries out decapsulation to the service requesting information through interactive voice response IVR equipment packages received, and extracts service requesting information;
Described background server carries out Business Processing according to service requesting information, determines the operation information after Business Processing;
Described background server encapsulates the operation information after Business Processing, and sends to described IVR equipment, carries out business operation to make described IVR equipment according to described operation information.
6. method as claimed in claim 5, it is characterized in that, described background server carries out decapsulation to the service requesting information through described IVR equipment packages received, and comprising:
Described background server carries out decapsulation according to the message template of setting to the service requesting information after described IVR equipment packages received;
Described background server encapsulates the operation information after Business Processing, comprising:
Operation information after Business Processing encapsulates according to the message template of setting by described background server.
7. method as claimed in claim 5, it is characterized in that, described background server carries out Business Processing according to service requesting information, determines the operation information after Business Processing, comprising:
If described background server is determined to need to communicate with third party's business platform according to service requesting information, then described service requesting information is sent to described third party's business platform, and according to the described third party's business platform feedback information received, determine the operation information after Business Processing;
If described background server is determined not need to communicate with third party's business platform according to service requesting information, then carry out Business Processing according to described service requesting information, determine the operation information after Business Processing.
8. an interactive voice response IVR equipment, is characterized in that, this equipment comprises:
First package module, for after receiving service requesting information, encapsulates service requesting information;
Sending module, for sending to background server by the service requesting information after encapsulation;
First decapsulation module, carries out decapsulation for the operation information through encapsulation returned the described background server received, extracts operation information;
Operational module, for carrying out business operation according to described operation information.
9. equipment as claimed in claim 8, is characterized in that, described first package module specifically for:
According to the message template of setting, service requesting information is encapsulated;
Described first decapsulation module specifically for:
According to the message template of setting, decapsulation is carried out to the operation information through encapsulation that the described background server received returns, extracts operation information.
10. equipment as claimed in claim 8, is characterized in that, described first package module also for:
Determine that the service needed that described service requesting information is corresponding and described background server carry out alternately.
11. as arbitrary in claim 8 ~ 10 as described in equipment, it is characterized in that, described operational module also for:
After determining business operation to be carried out according to described operation information, carry out emergency processing.
12. 1 kinds of interactive voice response background servers, is characterized in that, this equipment comprises:
Second decapsulation module, for carrying out decapsulation to the service requesting information through interactive voice response IVR equipment packages received, extracts service requesting information;
Processing module, for carrying out Business Processing according to service requesting information, determines the operation information after Business Processing;
Second package module, for encapsulating the operation information after Business Processing, and sends to described IVR equipment, carries out business operation to make described IVR equipment according to described operation information.
13. servers as claimed in claim 12, is characterized in that, described second decapsulation module specifically for:
Message template according to setting carries out decapsulation to the service requesting information after described IVR equipment packages received;
Described second package module specifically for:
Operation information after Business Processing encapsulates by the message template according to setting.
14. servers as claimed in claim 12, is characterized in that, described processing module specifically for:
If need to communicate with third party's business platform according to service requesting information, then described service requesting information is sent to described third party's business platform, and according to the described third party's business platform feedback information received, determine the operation information after Business Processing;
If do not need to communicate with third party's business platform according to service requesting information, then carry out Business Processing according to described service requesting information, determine the operation information after Business Processing.
The treatment system of 15. 1 kinds of interactive voice responses, is characterized in that, this system comprises:
Interactive voice response IVR equipment, for after receiving service requesting information, encapsulates service requesting information; Service requesting information after encapsulation is sent to background server; Decapsulation is carried out to the operation information through encapsulation that the described background server received returns, extracts operation information; Business operation is carried out according to described operation information;
Background server, for carrying out decapsulation to the service requesting information through IVR equipment packages received, extracts service requesting information; Carry out Business Processing according to service requesting information, determine the operation information after Business Processing; Operation information after Business Processing is encapsulated, and sends to described IVR equipment, carry out business operation to make described IVR equipment according to described operation information.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410406152.1A CN105376430A (en) | 2014-08-18 | 2014-08-18 | Interactive voice response processing method, device and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410406152.1A CN105376430A (en) | 2014-08-18 | 2014-08-18 | Interactive voice response processing method, device and system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN105376430A true CN105376430A (en) | 2016-03-02 |
Family
ID=55378218
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201410406152.1A Pending CN105376430A (en) | 2014-08-18 | 2014-08-18 | Interactive voice response processing method, device and system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN105376430A (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105847400A (en) * | 2016-04-25 | 2016-08-10 | 乐视控股（北京）有限公司 | Business changing method and system based on agent server |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1599376A (en) * | 2004-07-28 | 2005-03-23 | 沈逸林 | Application and communication method of terminal of network media phone |
| CN101155341A (en) * | 2006-09-26 | 2008-04-02 | 北京龙迹天地科技有限公司 | Wireless content service system, server and corresponding terminal |
| CN101510923A (en) * | 2009-02-26 | 2009-08-19 | 中兴通讯股份有限公司 | Method and system for implementing interactive voice response business |
| CN101771765A (en) * | 2008-12-29 | 2010-07-07 | 北大方正集团有限公司 | Method, device and system for realizing interactive voice response |
-
2014
- 2014-08-18 CN CN201410406152.1A patent/CN105376430A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1599376A (en) * | 2004-07-28 | 2005-03-23 | 沈逸林 | Application and communication method of terminal of network media phone |
| CN101155341A (en) * | 2006-09-26 | 2008-04-02 | 北京龙迹天地科技有限公司 | Wireless content service system, server and corresponding terminal |
| CN101771765A (en) * | 2008-12-29 | 2010-07-07 | 北大方正集团有限公司 | Method, device and system for realizing interactive voice response |
| CN101510923A (en) * | 2009-02-26 | 2009-08-19 | 中兴通讯股份有限公司 | Method and system for implementing interactive voice response business |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105847400A (en) * | 2016-04-25 | 2016-08-10 | 乐视控股（北京）有限公司 | Business changing method and system based on agent server |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN1333385C (en) | Voice browser dialog enabler for a communication system | |
| CN101267600B (en) | Communications server for handling parallel voice and data connections and method of using the same | |
| CN1871824B (en) | Method and apparatus for translating resource names in a wireless environment | |
| CN112422758B (en) | LTE cellular mobile network communication method | |
| CN101568104A (en) | System and method for handshaking between wireless devices and servers | |
| CN110324808A (en) | Switching method, device and the mobile terminal of configuration file | |
| CN100581273C (en) | System and method for realizing platform-cross interaction of mobile terminal music service | |
| US11709722B2 (en) | Extensible communication framework and communication method supporting multiple communication protocols | |
| CN110188848A (en) | A kind of laser barcode scanning data Bluetooth HID system and method based on Android device | |
| US6167429A (en) | Service access using limited set of characters | |
| CN101674351B (en) | Work method of personalized multi-media caller identification device of mobile terminal | |
| CN103167437A (en) | Method and system of achieving unstructured supplementary service data (USSD) service in code division multiple access (CDMA) communication system and service platform | |
| CN105376430A (en) | Interactive voice response processing method, device and system | |
| CN101765070A (en) | Method and system for controlling mobile phone application | |
| CN101834894A (en) | Method, device and system for remote processing | |
| CN105407133A (en) | Method and system for mobile application automation release | |
| JP2012516623A (en) | Communication path establishment method using identification information of gateway server and mobile communication terminal | |
| CN106534279A (en) | Dynamic native interface invoking method and system | |
| CN101925046A (en) | Downloading method and management device | |
| CN101384046A (en) | Data calling method and system in mobile terminal system | |
| CN104066079A (en) | Method and device for number-carrying cross-region service processing | |
| JP6212210B2 (en) | Service synchronization method between telephone network and data network | |
| KR20130111716A (en) | Method and system for adaptive messaging | |
| US11575793B2 (en) | Service system supporting voice call using digital assistant device, method thereof, and non-transitory computer readable medium having computer program recorded thereon | |
| CN201528365U (en) | Mobile terminal personalized multimedia caller ID display apparatus |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20160302 |
|
| RJ01 | Rejection of invention patent application after publication |