CN107528985B - Data exchange method and system - Google Patents
Data exchange method and system Download PDFInfo
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- CN107528985B CN107528985B CN201710863938.XA CN201710863938A CN107528985B CN 107528985 B CN107528985 B CN 107528985B CN 201710863938 A CN201710863938 A CN 201710863938A CN 107528985 B CN107528985 B CN 107528985B
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- telephone channel
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- 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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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- 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
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
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- 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
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42323—PBX's with CTI arrangements
Abstract
The invention provides a data exchange method and a data exchange system. The data exchange method comprises the following steps: reading the state information of each telephone channel stored in a database in real time; and when the state information of the telephone channel is read to have the command to be operated, controlling the telephone channel corresponding to the initiating state information to switch on the operation of the target telephone channel. The invention can directly access the target channel for conversation through the database without customizing the browser plug-in, maintains the uniformity of the server-side program and the user-level switch program, reduces the coupling among all module programs, improves the portability of the calling service and reduces the operation cost.
Description
Technical Field
The present invention relates to the field of data exchange, and in particular, to a data exchange method and system.
Background
Most traditional CTI call center implementations adopt a C/S architecture, a user-level switch can be remotely operated to control a CTI telephone channel by installing specific software on a client machine, and languages such as C and C + + are mainly used. CTI call center technology is generally built by professional voice card hardware and software programs developed in combination with the voice card, and for the voice card hardware, hardware manufacturers generally provide programmable interfaces. For the commonly used user-level switch program, most software company products are C/S architecture software products based on C language, which have high nesting with hardware and low expansibility.
Some products of B/S architecture exist, and actually realize network management on data related to the service of a call center, namely collecting and displaying channel data; there is no substantial control of the user-level switch from the browser web page, and no ability to operate voice card hardware, implementing a remote direct control channel in B/S mode. The current product adopts a customized browser method to communicate the browser with the embedded plug-in and the server end where the remote voice card is located.
Disclosure of Invention
Embodiments of the present invention mainly aim to provide a data exchange method and system to maintain the uniformity of a server-side program and a user-level switch program, reduce the coupling between each module program, improve the portability of a call service, and reduce the operation cost.
In order to achieve the above object, an embodiment of the present invention provides a data exchange method, including:
reading the state information of each telephone channel stored in a database in real time;
and when the state information of the telephone channel is read to have the command to be operated, controlling the telephone channel corresponding to the initiating state information to switch on the operation of the target telephone channel.
In one embodiment, the method further comprises the following steps:
and storing the call recording information and the call record log information into a database.
In one embodiment, the status information includes:
telephone channel number, telephone channel type, docking agent number, caller identity information and telephone number.
In one embodiment, the controlling of initiating the operation of the phone channel corresponding to the state information to connect to the target phone channel specifically includes:
determining a target telephone channel according to the target telephone channel number in the instruction to be operated;
and controlling the operation of connecting the target telephone channel by the telephone channel corresponding to the initiating state information.
In one embodiment, the instruction to be operated further includes:
off-hook, hang-up, recording and teleconferencing.
An embodiment of the present invention further provides a data exchange system, including:
the state information reading module is used for reading the state information of each telephone channel stored in the database in real time;
and the control module is used for controlling the operation of connecting the target telephone channel by the telephone channel corresponding to the initiating state information.
In one embodiment, the method further comprises the following steps:
and the storage module is used for storing the call recording information and the call recording log information to a database.
In one embodiment, the status information includes:
telephone channel number, telephone channel type, docking agent number, caller identity information and telephone number.
In one embodiment, the control module is specifically configured to:
determining a target telephone channel according to the target telephone channel number in the instruction to be operated;
and controlling the operation of connecting the target telephone channel by the telephone channel corresponding to the initiating state information.
In one embodiment, the instruction to be operated further includes:
off-hook, hang-up, recording and teleconferencing.
The embodiment of the present invention further provides a computer device, which includes a memory, a processor, and a computer program stored in the memory and capable of running on the processor, and when the processor executes the computer program, the following steps are implemented:
reading the state information of each telephone channel stored in a database in real time;
and when the state information of the telephone channel is read to have the command to be operated, controlling the telephone channel corresponding to the initiating state information to switch on the operation of the target telephone channel.
An embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the following steps:
reading the state information of each telephone channel stored in a database in real time;
when the state information of the telephone channel is read and a command to be operated exists, the operation that the telephone channel corresponding to the initiated state information is communicated with the target telephone channel is controlled
The data exchange method and the data exchange system of the embodiment of the invention read the state information of each telephone channel in real time, and control the telephone channel corresponding to the initiated state information to switch on the operation of the target telephone channel when the state information of the telephone channel is read to have the command to be operated. The invention can directly access the target channel for conversation through the database without customizing the browser plug-in, maintains the uniformity of the server-side program and the user-level switch program, reduces the coupling among all module programs, improves the portability of the calling service and reduces the operation cost.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art that other drawings can be obtained based on these drawings without creative efforts.
Fig. 1 is a block diagram showing the structure of a data exchange method according to an embodiment of the present invention;
FIG. 2 is a block diagram of a data exchange system in an embodiment of the invention;
fig. 3 is a specific structural diagram of a data exchange system in the embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
In view of the fact that the current product adopts a customized browser method to communicate the browser with the server where the remote voice card is located, embodiments of the present invention provide a data exchange method and system, which read the state information of each telephone channel in real time, and when a command to be operated exists in the read state information of the telephone channel, control the telephone channel corresponding to the initiated state information to connect the target telephone channel. The invention can directly access the target channel for conversation through the database without customizing the browser plug-in, maintains the uniformity of the server-side program and the user-level switch program, reduces the coupling among all module programs, improves the portability of the calling service and reduces the operation cost. The present invention will be described in detail below with reference to the accompanying drawings.
Fig. 1 is a block diagram of a data exchange method according to an embodiment of the present invention. As shown in fig. 1, the data exchange method includes:
s101: reading the state information of each telephone channel stored in a database in real time;
s102: and when the state information of the telephone channel is read to have the command to be operated, controlling the telephone channel corresponding to the initiating state information to switch on the operation of the target telephone channel.
The data exchange method shown in fig. 1 may be executed by a switch applied to a telephone service network used inside a company.
As can be seen from the flow shown in fig. 1, the present invention reads the status information of each telephone channel in real time, and controls the telephone channel corresponding to the originating status information to connect the operation of the target telephone channel when the status information of the telephone channel is read to have the command to be operated. By using the data exchange method, the target channel can be directly accessed for communication without customizing the browser plug-in.
In an embodiment, S102 specifically includes: determining a target telephone channel according to the target telephone channel number in the instruction to be operated; and controlling the operation of connecting the target telephone channel by the telephone channel corresponding to the initiating state information. The instruction to be operated further comprises: ringing, off-hook, hang-up, recording and teleconferencing.
In the embodiment, the back-end program is written by Java language, controls CTI (Computer telephony integration) voice card hardware to provide digital signal telephone service, and simultaneously stores the state information of the telephone channel of the CTI voice card hardware into a database in real time; the front-end program of the invention displays the state information of a plurality of telephone channels of CTI voice card hardware on an Html page in real time by reading the state information of a plurality of telephone channels stored in a database in real time, an operator calls a Javascript on the page by clicking, inputting and other actions according to requirements, and stores an instruction to be operated into the database in real time by adopting an AJAX asynchronous communication mode; and the back-end program monitors the database in real time, and controls the telephone channel corresponding to the initiated state information to switch on the operation of the target telephone channel when reading that the state information of the telephone channel has the command to be operated. The mode provides communication of front and back end programs through the database, and can meet the requirement of real-time performance; the method and the device can realize the control of the hardware service of the voice card at any access position of the internet without customizing browser plug-ins.
Taking a teleconference as an example: the telephone service operator communicates with a field engineering worker A through a number 1 telephone channel, the A needs to contact a control worker B of another control center, and the telephone service operator obtains real-time refreshed state information of the telephone channel from an Html page, wherein the state information comprises a telephone channel number, a telephone channel type, a docking seat number, calling person identity information and a telephone number of each telephone channel. And selecting the number of the idle telephone channel to carry out the teleconference according to the state information.
Then, the telephone service operator operates on the Html page (the telephone number of B is input on the Html page, or the telephone number of B is set to be a button on the page to be directly clicked), a command to be operated is sent out, the idle telephone channel No. 3 is used for enabling the manager B to be connected to the telephone channel No. 1, and the telephone number of B and the command to be operated are transmitted to the state information of the telephone channel No. 03 stored in the database in real time; and then reading the state information of the telephone channel No. 3 in real time, calling a programming interface when finding that the command to be operated and the telephone number B exist, controlling the telephone channel No. 3 to be connected with the telephone channel No. 1, and establishing a multi-path teleconference together.
At this time, the state information of the telephone channel No. 3 and the telephone channel No. 1 is changed, the changed state information is stored in the database in real time, the state information is read, the HTM L page is refreshed locally, and the state information is displayed to the telephone service operator.
In one embodiment, call recording information and call recording log information can be stored in a database, in the concrete implementation, a telephone service operator obtains a target telephone channel number in a telephone conference from an Html page and sends a command to be operated for recording the target telephone channel, a recording command comprises a plurality of telephone channel numbers and is stored in a telephone channel corresponding to the database in real time, when the recording command exists in the state information of the telephone channel, the operation of recording the telephone channel corresponding to the state information is initiated, after the telephone conference is finished, the call recording information and the call recording log information are stored in the database, the call recording information and the call recording log information are read, the HTM L page is locally refreshed, and the call recording information and the call recording log information are displayed to the telephone service operator, wherein the call recording can be directly played on the page through an HTM L technology.
To sum up, the data exchange method of the embodiment of the invention can directly access the target channel for conversation through the database without customizing a browser plug-in, maintains the uniformity of the server-side program and the user-level switch program, reduces the coupling among all module programs, improves the portability of the calling service, reduces the operation cost, can also obtain the conversation recording information and the conversation recording log information, stores the conversation recording log information into the database, and can directly play the conversation on the page.
Based on the same inventive concept, the embodiment of the invention also provides a data exchange system, and as the principle of solving the problems of the system is similar to the data exchange method, the implementation of the system can refer to the implementation of the method, and repeated parts are not described again.
Fig. 2 is a block diagram of a data exchange system in an embodiment of the present invention. As shown in fig. 2, the data exchange system includes:
the state information reading module is used for reading the state information of each telephone channel stored in the database in real time;
and the control module is used for controlling the operation of connecting the target telephone channel by the telephone channel corresponding to the initiating state information.
In one embodiment, the method further comprises the following steps:
and the storage module is used for storing the call recording information and the call recording log information to a database.
In one embodiment, the status information includes:
telephone channel number, telephone channel type, docking agent number, caller identity information and telephone number.
In one embodiment, the control module is specifically configured to:
determining a target telephone channel according to the target telephone channel number in the instruction to be operated;
and controlling the operation of connecting the target telephone channel by the telephone channel corresponding to the initiating state information.
In one embodiment, the instruction to be operated further includes:
off-hook, hang-up, recording and teleconferencing.
Fig. 3 is a specific structural diagram of a data exchange system in the embodiment of the present invention. As shown in fig. 3, the data exchange system specifically includes a voice card control module, an information sharing module and a network server control module.
The voice card control module comprises a state information reading module and a control module, and provides bottom layer communication service related to telephone signals by controlling CTI voice card hardware through a program. As shown in fig. 3, the CTI voice card hardware is connected to the communication network, and the voice card control module controls the CTI voice card to receive and process electronic signals of the communication network by calling the CTI voice card programming interface, and can control a telephone channel to which the CTI voice card is connected, and perform operations such as incoming call display, off-hook, connection, hang-up, recording, and conference call initiating a multi-channel call on the telephone channel. When the CTI voice card is controlled to operate, the state information of the telephone channel is stored in the information sharing module in real time, the instruction information in the information sharing module is read in real time, the instruction is analyzed, the programming interface is called, and the CTI voice card is controlled.
The information sharing module comprises a storage module, a network control module and a display module, wherein the storage module is realized by a database to store the telephone channel information in real time and receive the instruction to be operated on a specific telephone channel sent by the network control module; meanwhile, the information sharing module can store the call recording information and the call recording log information.
The network server control module reads the database information in real time through an asynchronous communication mode and displays the database information to telephone service operators accessed from the Internet through an Html webpage; telephone service operators inquire the state of a telephone channel and send out a command to be operated to a specific telephone channel according to requirements, such as initiating a dial call, a multi-path telephone conference and the like; the instruction to be operated is sent to the information sharing module in real time for storage so as to be read by the voice card control module for operation; meanwhile, the network server module can directly read the call recording information and the call record log information in the information sharing module, and can directly play the recording on an internet page to check the call record log.
The three modules maintain the normal operation of the switch system together: the voice card control module is responsible for normal operation of bottom hardware of the switch system; the information sharing module is responsible for sharing and transmitting information of the front-end module and the back-end module; the network server control module is responsible for displaying for operators and providing visual operation at any access point of the internet.
To sum up, the data exchange system of the embodiment of the present invention can directly access the target channel for conversation through the database without customizing a browser plug-in, thereby maintaining the uniformity of the server-side program and the user-level switch program, reducing the coupling between the module programs, improving the portability of the call service, reducing the operation cost, and also obtaining the conversation recording information and the conversation recording log information and storing the conversation recording log information in the database, and directly playing the conversation on the page.
Based on the same inventive concept, an embodiment of the present invention further provides a computer device, including a memory, a processor, and a computer program stored on the memory and executable on the processor, where the processor implements the following steps when executing the computer program:
reading the state information of each telephone channel stored in a database in real time;
and when the state information of the telephone channel is read to have the command to be operated, controlling the telephone channel corresponding to the initiating state information to switch on the operation of the target telephone channel.
The computer equipment of the embodiment of the invention can directly access the target channel for conversation through the database without customizing the browser plug-in, maintains the uniformity of the server-side program and the user-level switch program, reduces the coupling between all module programs, improves the portability of the calling service and reduces the operation cost.
Based on the same inventive concept, an embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the following steps:
reading the state information of each telephone channel stored in a database in real time;
and when the state information of the telephone channel is read to have the command to be operated, controlling the telephone channel corresponding to the initiating state information to switch on the operation of the target telephone channel.
The computer readable storage medium of the embodiment of the invention can be directly accessed into the target channel for conversation through the database without customizing the browser plug-in, thereby maintaining the uniformity of the server-side program and the user-level switch program, reducing the coupling among all module programs, improving the portability of the calling service and reducing the operation cost.
The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (12)
1. A method of data exchange, comprising:
reading the state information of each telephone channel stored in a database in real time;
and when the state information of the telephone channel is read to have the command to be operated, controlling to initiate the operation that the telephone channel corresponding to the state information is connected with the target telephone channel.
2. The data exchange method of claim 1, further comprising:
and storing the call recording information and the call record log information into the database.
3. The data exchange method of claim 1, wherein the status information comprises:
telephone channel number, telephone channel type, docking agent number, caller identity information and telephone number.
4. The data exchange method according to claim 1, wherein the controlling initiating the operation of the phone channel corresponding to the state information to connect to the target phone channel specifically includes:
determining the target telephone channel according to the target telephone channel number in the instruction to be operated;
and controlling to initiate the operation of connecting the target telephone channel by the telephone channel corresponding to the state information.
5. The data exchange method according to claim 4, wherein the instruction to be operated further comprises:
off-hook, hang-up, recording and teleconferencing.
6. A data exchange system, comprising:
the state information reading module is used for reading the state information of each telephone channel stored in the database in real time;
and the control module is used for controlling the operation of initiating the telephone channel corresponding to the state information to connect the target telephone channel.
7. The data exchange system of claim 6, further comprising:
and the storage module is used for storing the call recording information and the call recording log information to the database.
8. The data exchange system of claim 6, wherein the status information comprises:
telephone channel number, telephone channel type, docking agent number, caller identity information and telephone number.
9. The data exchange system of claim 6, wherein the control module is specifically configured to:
determining a target telephone channel according to a target telephone channel number in the instruction to be operated;
and controlling to initiate the operation of connecting the target telephone channel by the telephone channel corresponding to the state information.
10. The data exchange system of claim 9, wherein the instruction to operate further comprises:
off-hook, hang-up, recording and teleconferencing.
11. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor when executing the computer program implements the steps of:
reading the state information of each telephone channel stored in a database in real time;
and when the state information of the telephone channel is read to have the command to be operated, controlling to initiate the operation that the telephone channel corresponding to the state information is connected with the target telephone channel.
12. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of:
reading the state information of each telephone channel stored in a database in real time;
and when the state information of the telephone channel is read to have the command to be operated, controlling to initiate the operation that the telephone channel corresponding to the state information is connected with the target telephone channel.
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Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101262523A (en) * | 2008-04-29 | 2008-09-10 | 上海汉傲电信科技有限公司 | A call center and its implementation method |
| CN106211109A (en) * | 2015-04-30 | 2016-12-07 | 北京壹人壹本信息科技有限公司 | A kind of secret communication method, terminal and communication system |
| CN106211111A (en) * | 2015-04-30 | 2016-12-07 | 北京壹人壹本信息科技有限公司 | A kind of secret communication method, communication terminal and communication system |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101938572A (en) * | 2010-09-07 | 2011-01-05 | 南京莱斯信息技术股份有限公司 | Telephone whole-network monitoring system and realizing method thereof |
| JP4858887B1 (en) * | 2010-10-06 | 2012-01-18 | Ｎｅｃインフロンティア株式会社 | Private branch exchange, voice quality adjustment method and voice quality adjustment program |
| CN105763751B (en) * | 2016-02-23 | 2018-10-12 | 贵阳朗玛信息技术股份有限公司 | Operation based on IVR business executes method and system |
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Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101262523A (en) * | 2008-04-29 | 2008-09-10 | 上海汉傲电信科技有限公司 | A call center and its implementation method |
| CN106211109A (en) * | 2015-04-30 | 2016-12-07 | 北京壹人壹本信息科技有限公司 | A kind of secret communication method, terminal and communication system |
| CN106211111A (en) * | 2015-04-30 | 2016-12-07 | 北京壹人壹本信息科技有限公司 | A kind of secret communication method, communication terminal and communication system |
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