CN108401067A - A kind of method and apparatus Internet-based that novel service calls system is provided - Google Patents
A kind of method and apparatus Internet-based that novel service calls system is provided Download PDFInfo
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- CN108401067A CN108401067A CN201710070052.XA CN201710070052A CN108401067A CN 108401067 A CN108401067 A CN 108401067A CN 201710070052 A CN201710070052 A CN 201710070052A CN 108401067 A CN108401067 A CN 108401067A
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- user
- menu
- service
- end equipment
- client device
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
-
- 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
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Human Computer Interaction (AREA)
- Telephonic Communication Services (AREA)
- Information Transfer Between Computers (AREA)
Abstract
The present invention proposes a kind of method and apparatus, for providing novel service calls system Internet-based.User passes through when being mounted on that service calls are dialed in specially designed application on smart mobile phone, it is not that user is allowed to listen a pile voice prompt first, but it first passes through internet and is presented to the user from server-side acquisition visual cue menu, to substitute the voice prompt menu of traditional service calls, to improve the service experience of user.Visual cue menu refers to that menu is presented in a manner of word, picture, animation etc., is selected with providing clear and intuitive service item.This visual cue menu is obtained from server-side in real time when user dials service calls every time.Identical with traditional voice prompt menu, visual cue menu can also include submenu.If operator attendance is no-trunk, it will inform the user that in the operator attendance free time, user reminded to continue to converse in such a way that mobile phone makes a sound and shakes, such user, which may not necessarily answer a call always, waits for operator attendance idle.
Description
Technical field
The present invention relates to the communications field, a kind of method and apparatus Internet-based that novel service calls system is provided.
Background technology
User dials traditional service calls of businessman or producer at present, it will usually hear a pile voice prompt dish first
Single namely so-called interactive voice answering (IVR), it is desirable that user selects different buttons according to actual demand, is needed with obtaining
The service wanted.For example, user dials the service calls of some tourist corporation, it will usually hear similar voice prompt dish below
It is single：" you are good, and our company's hot line is dialed in welcome, and air ticket is ordered please by 1, and hotel reservation is please by 2 ... ".In general, this kind of voice prompt
Menu is all lengthy, and also many levels.User reaches the service point finally needed according to voice prompt, it is sometimes desirable to
By up to ten buttons several times.General user can be fed up with to this cumbersome selection, obvious to the service experience of user
Bring suitable negative impact.
If finally needing to connect operator attendance service, but operator attendance is no-trunk at this time, user needs patient in the phone
It listens and holds music, to wait for operator attendance idle, user even needs to wait for 5 minutes or more sometimes, is a kind of for user
Very bad experience.
Invention content
The present invention proposes a kind of method and apparatus, for providing novel service calls system Internet-based, with solution
The drawbacks described above of certainly traditional service calls.User dials service calls by being mounted on specially designed application on smart mobile phone
When, it is not to allow user to listen a pile voice prompt first, but first pass through internet and obtain visual cue menu from server-side
It is presented to the user, to substitute the voice prompt menu of traditional service calls, to improve the service experience of user.Visualization carries
Show that menu refers to that menu is presented with multimedia modes such as word, pictures.With popularizing for intelligent large screen mobile phone, in mobile phone screen
Upper this visual cue menu of presentation is feasible.When user dials service calls by smart mobile phone, it is no longer necessary to
By cumbersome interactive voice answering (IVR) process, but by visual cue menu, clear and intuitive service entry is provided
Mesh selects.
User is after the selection of one or many visual cue menus, and specially designed application is final on smart mobile phone
It will initiate the artificial speech service based on voice-over-net (VoIP) to ask, and the selection knot by user on visual cue menu
Fruit, which synchronizes, is sent to server-side.If lucky operator attendance is no-trunk at this time, server-side will remind use in a manner of word and voice
User is informed in the operator attendance free time in family, will remind user in such a way that mobile phone makes a sound and shakes, and such user can be with
It need not answer a call always and wait for operator attendance idle.
Method and apparatus proposed by the present invention are totally divided into three parts equipment：First part is " client device ", is realized
For a specially designed application on smart mobile phone, service calls visual cue menu for rendering, while can also provide
Voice dial-up function；Second part is " request distribution end equipment ", for receive request that " client device " is sent out and according to
Preconfigured routing distributes the request to corresponding " service providing end equipment "；Part III is " service providing end equipment ",
Request for receiving " client device " that is forwarded via " request distribution end equipment ", and make conjunction according to request content
Suitable response, including visual cue menu is provided and the artificial speech service based on voice-over-net (VoIP) is provided.
The visual cue menu content shown on " client device ", user be required for when dialing service calls every time from
" service providing end equipment " obtains in real time, without being integrally fixed on " client device ".In this way, businessman or producer can repair at any time
Change the content of visualization menu.
On the internet, configuration public network address and fixed domain name can be numerous " visitors for " end equipment is distributed in request " deployment
One of family end equipment " forwards service request, and forward requests to multiple " service providing end equipment ".Only exist one
It concentrates " the request distribution end equipment " of deployment.That is, " client device " and " request distribution end equipment " is many-to-one
Relationship, " service providing end equipment " and " request distribution end equipment " is also many-to-one relationship.
One usual " service providing end equipment " is one or several service calls number provision services.Although " service
End equipment is provided " it can dispose in any position, but a most suitable deployed position is to provide businessman or the factory of customer service
The office space of family.
The following specifically describes calling procedures.
User initiates the call request to some service calls number on " client device ", and " client device " passes through
Inquiry request is initiated in internet to " request distribution end equipment " first, and whether inquiry " request distribution end equipment " can be this calling
Service is provided.
" request distribution end equipment " thus whether service calls number is configured with routing by inquiry, if be not configured corresponding
Routing, then " request distribution end equipment " will directly refuse this service request, " client device " will change for this calling
For the audio call for directly initiating traditional, then user will obtain traditional voice prompt menu services；If " request access end
Equipment " is configured with corresponding routing for this service calls number, then request will be forwarded to accordingly, " service providing end will be set
It is standby ", then " client device " can be interacted with " service providing end equipment ", to obtain visual cue menu and base
In the artificial speech service of voice-over-net (VoIP).
After " service providing end equipment " receives the request of " request distribution end equipment " forwarding, it will be returned to " client device "
Specific visual cue menu.This visual cue menu can be based purely on text, can also be with picture very
To the content of animation, it might even be possible to require user to input specific content in a menu and return to " service providing end equipment ".
Visual cue menu can be pre-configured in " service providing end equipment ", can also be dynamic generation.For visualization
Each entry in menu, " service providing end equipment " is prompted to also need to assign corresponding number (for the language with black phone
Sound prompts menu unified, this number can be identical as the keypad numerals of voice prompt menu), and indicate when user clicks this menu
Subsequent action, possible subsequent action include：Submenu, manual service, without subsequent action.User has selected some specific dish
After single mesh, if " client device " finds that the subsequent action of this menu entries is submenu, it will continue to " service carries
For end equipment " request subsequent visual menu；If " client device " finds that the subsequent action of this menu entries is manually to take
Business is asked then the artificial speech service based on voice-over-net (VoIP) will be initiated to " service providing end equipment ", while will be used
The number of the menu entries of family selection is sent to " service providing end equipment ", and " service providing end equipment " will be according to this menu entries
Number, arranges most suitable artificial speech service；If " client device " finds that the subsequent action of this menu entries is without after
Continuous action, will be prompted to user without follow-up service.
If by chance operator attendance is no-trunk, " service providing end equipment " will notify " client device ", " client device "
User will be reminded in a manner of word and voice, informs that user in the operator attendance free time, will be made a sound and be shaken with mobile phone
Mode remind user, such user, which may not necessarily answer a call always, waits for operator attendance idle.In the operator attendance free time,
" service providing end equipment " notice " client device ", " client device " reminds use in such a way that mobile phone makes a sound and shakes
Continue to converse in family.
It is important to note that interaction request and sound between above-mentioned " client device " and " service providing end equipment "
It answers, is required for by " request distribution end equipment " forwarding.
Above-mentioned visual cue menu can also include the instruction for requiring user to input specific content, for example require user defeated
Access customer name and password, and when next " client device " sends request, the input content of user is returned into " service providing end
Equipment ".More rich interactive function so can be provided.Based on security considerations, content input by user can pass through in transmission
Encryption.
Specific implementation mode
" client device " is mounted in specially designed application on smart mobile phone, this application can support visual cue dish
Single display, and support the interaction by internet and " request distribution end equipment ", and voice-over-net (VoIP) is provided
Ability." client device " needs the Internet access capability.
" request distribution end equipment " is the server disposed on the internet, has public network address and relatively-stationary
Domain name initiates the service request to " request distribution end equipment " with support " client device ".And it needs in " request access end
Configure corresponding routing in equipment ", the request that " client device " is sent is transmitted to accordingly that " service providing end is set
It is standby ", a feasible routing configuration example is as follows：
4008201111 service providing end equipment 1
4008202222 service providing end equipment 2
……
According to above-mentioned configuration, for user when dialing 4008201111 on " client device ", request will pass through internet
It is forwarded to " service providing end equipment 1 "；When dialing 4008202222 on " client device ", request will be forwarded to user
" service providing end equipment 2 ".
" service providing end equipment " provides corresponding visual cue menu and the artificial language based on voice-over-net (VoIP)
Sound service.It is physically that one group of server and several artificial speech are attended a banquet, is usually deployed the office space in businessman or producer.
" service providing end equipment " needs to have the Internet access capability, needs itself being registered to before use and " access end is asked to set
It is standby ", for example some " service providing end equipment " need to initiate registration to " request distribution end equipment ", tells that " request access end is set
It is standby ", oneself will be that service calls number 4008201111 provides service.
It can be pre-configured in " service providing end equipment " or the corresponding visual cue menu of dynamic generation.For convenience
Understand, we are for example, such as following is a feasible preconfigured visual cue menu：
In above-mentioned visual cue menu, the menu item that menu number is 1,2,3 is known as top menu, and menu number is
11,12,21,22 menu item is known as two straton menus.
User initiates customer service call on smart mobile phone by " client device ", for example dials service calls
4008201111, " client device " will send out request to " request distribution end equipment "." request distribution end equipment " will inquire pre-
The routing first configured, if having inquired corresponding routing configuration, this request is transmitted to corresponding " service providing end equipment "；It is no
The instruction that service can not be provided will be then returned to " client device ", " client device " will directly be initiated to 4008201111
Traditional telephony call.
Since " request distribution end equipment " is configured with 4008201111 routing, request will be forwarded to corresponding " service
End equipment is provided ", " service providing end equipment " will return to top layer visual cue menu first, according to visualization provided above
The example of menu is prompted, " service providing end equipment " will return to following menu：
" client device " will be displayed on the screen the content on menu content column and be selected for user：
If 1) user selects " air ticket order ", since " subsequent action " column is shown as " submenu ", " client device "
It will continue to ask subsequent menu, " service providing end equipment " will return to follow-up submenu：
" client device " will be displayed on the screen the content on menu content column and be selected for user.If user selects
" internal ticket ", since " subsequent action " column is shown as " manual service ", " client device " will not continue to ask follow-up dish
It is single, but be changed to initiate the artificial speech service based on voice-over-net (VoIP) to " service providing end equipment ", and user is selected
The menu number 11 selected is sent to " service providing end equipment " together." service providing end equipment " will be sent out according to " client device "
The menu number 11 sent, the live customer service that full-time internal ticket order business is directly distributed for user are attended a banquet.
But if lucky operator attendance is no-trunk at this time, " service providing end equipment " will notify " client device ", " client
Equipment " will remind user in a manner of word and voice：" operator attendance is no-trunk, in the operator attendance free time, we will immediately with
The mode that mobile phone makes a sound and shakes reminds you to continue to converse ", such user may not necessarily answer a call always, and waiting is artificial to sit
Seat is idle.In the operator attendance free time, " service providing end equipment " notice " client device ", " client device " allows hand immediately
Machine makes a sound and shakes, and user is reminded to continue to converse.
If 2) user's selection " integral inquiry ", since " whether needing user's input content " column is shown as " password ", " client
End equipment " will continue that user is prompted to input password, and after user inputs password, password is transmitted to that " service is carried by " client device "
For end equipment ", password can select to transmit by encryption.After " service providing end equipment " examines password input by user correct,
To the integral of database query user, and dynamic generation includes the response menu of integration data, and the subsequent action of this menu
It is set as " no subsequent action ", is then sent to this respective menu " client device "." client device " will include integral
The menu content of data is presented to the user.
Based on the considerations of efficiency and network flow is saved, " service providing end equipment " can once return to multi-layer visual and carry
Show menu, is successively shown as needed to user from " client device ".
By above method, realize traditional voice prompt menu, be changed to be in by the mode of visual cue menu
It is existing, improve the service experience of user.
Claims (9)
1. a kind of method and apparatus provide a kind of novel service calls system Internet-based, it is characterised in that：
User is by being not that user is allowed to listen a pile voice first when service calls are dialed in specially designed application on smart mobile phone
Prompt, but first pass through internet and be presented to the user from server-side acquisition visual cue menu, to substitute traditional customer service electricity
The voice prompt menu of words；
Method and apparatus proposed by the present invention are totally divided into three parts equipment：First part is " client device ", is embodied as intelligence
Specially designed application that can be on mobile phone, service calls visual cue menu for rendering, while voice can be also provided
Dial feature；Second part is " request distribution end equipment ", for receiving request that " client device " is sent out and according to advance
The routing of configuration distributes the request to corresponding " service providing end equipment "；Part III is " service providing end equipment ", is used for
The request of " client device " that is forwarded via " request distribution end equipment " is received, and is made suitably according to request content
Response, including visual cue menu is provided and the artificial speech service based on voice-over-net (VoIP) is provided；
When user dials service calls by " client device ", internet and " request distribution end equipment " and " service will be passed through
End equipment is provided " it interacts, visual cue menu is directly shown on " client device " screen, it is traditional to substitute
Voice prompt menu, this visual cue menu can be based purely on text, can also be with picture even animation
Content, it might even be possible to require user to input specific content in a menu and return to " service providing end equipment ".
2. according to the method described in claim 1, it is characterized in that, for each entry in visual cue menu, " service
End equipment is provided " it also needs to assign corresponding number, and indicate subsequent action when user clicks this menu, it is possible follow-up dynamic
Work includes：Submenu, manual service, without subsequent action.
3. according to the method described in claim 1 and claim 2, which is characterized in that user has selected some specific menu
After entry, if " client device " finds that the subsequent action of this menu entries is submenu, it will continue to " service provides
End equipment " asks subsequent visual menu；If " client device " finds that the subsequent action of this menu entries is manual service,
So the artificial speech service based on voice-over-net (VoIP) will be initiated to " service providing end equipment " to ask, while user being selected
The number for the menu entries selected is sent to " service providing end equipment ", and " service providing end equipment " will be compiled according to this menu entries
Number, arrange most suitable artificial speech service；If " client device " finds that the subsequent action of this menu entries is without follow-up
Action, will be prompted to user without follow-up service.
4. according to the method described in claim 1 and claim 3, which is characterized in that " client device " request is based on network language
When the artificial speech service of sound (VoIP), if lucky operator attendance is no-trunk at this time, " service providing end equipment " will notify " client
End equipment ", " client device " will remind user in a manner of word and voice, inform user in the operator attendance free time, will
User is reminded in such a way that mobile phone makes a sound and shakes, such user, which may not necessarily answer a call always, waits for operator attendance empty
It is not busy；In the operator attendance free time, " service providing end equipment " notice " client device ", " client device " sends out sound with mobile phone
Sound and the mode of vibrations remind user to continue to converse.
5. according to the method described in claim 1, it is characterized in that, in the visual cue menu shown on " client device "
Hold, user is required for obtaining in real time from " service providing end equipment " when dialing service calls every time, without being integrally fixed at " client
In equipment ".
6. according to the method described in claim 1, it is characterized in that, visual cue menu can also include that user is required to input
The instruction of specific content, for example user is required to input username and password, and when next client sends request, by user's
Input content returns to " service providing end equipment ", so can provide more rich interactive function；Based on security considerations, user is defeated
The content entered can pass through encryption in transmission.
7. according to the method described in claim 1, it is characterized in that, visual cue menu can be pre-configured in " service
End equipment is provided " on, can also be dynamic generation.
8. according to the method described in claim 1, it is characterized in that, user initiate service calls call request after, if " client
The response instruction that end equipment " receives " request distribution end equipment " can not provide visual cue dish for the calling of this service calls
Single service, " client device " will be changed to directly initiate traditional audio call for this calling, and user will obtain traditional
Voice prompt menu services.
9. according to the method described in claim 1, it is characterized in that, based on the considerations of efficiency and saving network flow, " service carries
For end equipment " multi-layer visualization prompt menu content can be once returned, from " client device " as needed successively to user
Displaying.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710070052.XA CN108401067A (en) | 2017-02-08 | 2017-02-08 | A kind of method and apparatus Internet-based that novel service calls system is provided |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710070052.XA CN108401067A (en) | 2017-02-08 | 2017-02-08 | A kind of method and apparatus Internet-based that novel service calls system is provided |
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| CN108401067A true CN108401067A (en) | 2018-08-14 |
Family
ID=63094474
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| CN201710070052.XA Pending CN108401067A (en) | 2017-02-08 | 2017-02-08 | A kind of method and apparatus Internet-based that novel service calls system is provided |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108989585A (en) * | 2018-08-15 | 2018-12-11 | 深圳平安综合金融服务有限公司上海分公司 | In the method and device of telephonic communication scene application visual media |
| CN110633816A (en) * | 2019-08-15 | 2019-12-31 | 咪咕文化科技有限公司 | Method for reserving service resources, terminal, server and storage medium |
| CN110913085A (en) * | 2018-09-18 | 2020-03-24 | 北京京东尚科信息技术有限公司 | Method and device for positioning user requirements |
| CN113422874A (en) * | 2021-06-04 | 2021-09-21 | 中国联合网络通信集团有限公司 | Call processing method, system and device |
-
2017
- 2017-02-08 CN CN201710070052.XA patent/CN108401067A/en active Pending
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108989585A (en) * | 2018-08-15 | 2018-12-11 | 深圳平安综合金融服务有限公司上海分公司 | In the method and device of telephonic communication scene application visual media |
| CN110913085A (en) * | 2018-09-18 | 2020-03-24 | 北京京东尚科信息技术有限公司 | Method and device for positioning user requirements |
| CN110633816A (en) * | 2019-08-15 | 2019-12-31 | 咪咕文化科技有限公司 | Method for reserving service resources, terminal, server and storage medium |
| CN113422874A (en) * | 2021-06-04 | 2021-09-21 | 中国联合网络通信集团有限公司 | Call processing method, system and device |
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Application publication date: 20180814 |
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