CN109151223A - A kind of quick voice speech channel notice system for service scenarios under line - Google Patents
A kind of quick voice speech channel notice system for service scenarios under line Download PDFInfo
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- CN109151223A CN109151223A CN201811054478.7A CN201811054478A CN109151223A CN 109151223 A CN109151223 A CN 109151223A CN 201811054478 A CN201811054478 A CN 201811054478A CN 109151223 A CN109151223 A CN 109151223A
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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
- H04M3/42136—Administration or customisation of services
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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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
-
- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
Abstract
The invention discloses a kind of quick voice speech channels for service scenarios under line to notify system, belongs to communication service technical field.Platform is pushed including service terminal, third-party platform, traffic platform and short message, the service terminal is docked with third-party platform by network, and is sent service request to third-party platform, obtained response and push result；The third-party platform is pushed platform and docked with traffic platform, short message respectively by carrier network, and sends call request to traffic platform；The traffic platform initiates speech channel calling to operator by carrier network core net, and obtains customer status feedback and return to third-party platform.The present invention can be based on mobile client, instantaneous to initiate voice speech channel notice；Called whether have notice and Real-time Feedback is to attendant be able to detect that；Have reversed connection attendant's function and tone information function, forms closed loop.
Description
Technical field
The present invention relates to communication service technical field, especially a kind of quick voice speech channel for service scenarios under line is logical
Know system.
Background technique
With popularizing for industry internet, service is in explosive growth under line, and express delivery, take-away etc. dispense scene often
It is multiple clients of one coordinate of attendant while service under a line, that sends with charge free in the appraisement system of each large platform is timely
Property is an important index, it is seen that importance of the timeliness sent with charge free for client.
Attendant makes a phone call to notify client to receive after waiting client to answer by turns after reaching specified services place at present
Service, notifies in place, and there are surrounding times one by one if the place needs to take considerable time there are many clients
Difference occupies plenty of time and inefficiency.
Summary of the invention
Goal of the invention of the invention is, in view of the above-mentioned problems, providing a kind of quick voice words for service scenarios under line
Road notifies system, and batch issues verbal announcement request to third-party platform, third in this system attendant's client short time
Fang Pingtai and traffic platform initiate the notice to client based on order information simultaneously, achieve the purpose that while notifying, promote service
Efficiency and saving time, analysis client answer state, and state is returned if access failure to attendant, provides client's key feedback
Directly with attendant's communication function and real-time phonetic sending function, achieve the purpose that interactive.
In order to achieve the above objectives, the technical scheme adopted by the invention is that:
A kind of quick voice speech channel notice system for service scenarios under line, including service terminal, third-party platform, words
Business platform and short message push platform, and the service terminal is docked with third-party platform by network, and send to third-party platform
Service request obtains response and push result；The third-party platform is pushed away with traffic platform, short message respectively by carrier network
It send platform to dock, and sends call request to traffic platform；The traffic platform passes through carrier network core net to operator
Speech channel calling is initiated, and obtains customer status feedback and returns to third-party platform；
The service terminal first classifies to Service Order to be processed in it, and attendant is according to Service Order demand
Voice speech channel notice request, request packet ID containing attendant and order information are initiated to third-party platform；
The third-party platform is after receiving and carrying out the request of self serving terminal, based on order information to its data base querying visitor
Family communicating number；The third-party platform sends voice speech channel notice request to the traffic platform, and the request is logical including client
Signal code, order number, verbal announcement type；
After the traffic platform receives voice speech channel notice request, the routing for initiating client's number to carrier network is looked into
It askes；After obtaining routing iinformation, end office (EO) where to client initiates media negotiation request；
Client's ring, if client's off-hook, play voice speech channel notice media, return success notification state to third party
Platform, third-party platform push success notification state and show to service terminal progress status tracking；If the non-off-hook of client, in visitor
After family plays prompt tone, the traffic platform identifies called state according to signaling code is returned, and will fail to give notice success
State is pushed to third-party platform, and third-party platform is pushed to service terminal progress status tracking and shows.
Preferably, the service terminal is classified according to Service Order, and setting sends voice and mentions in each Service Order
It wakes up and requests button and status tracking display window, request button to be completed to third-party platform transmission by clicking transmission voice reminder
Voice reminder request service；After third-party platform gets customer status, state is pushed into service terminal and is shown, comprising:
Notice, notice two states of failure；When client needs to converse, third-party platform initiates to exhale to the voice of the side IP of service terminal
It cries, real-time delivery of voice media after connection；After customer voice message, VoP is pushed into service terminal in the side IP.
Preferably, client's ring, if client's off-hook；
The traffic platform notifies media, playing alert tones after broadcasting: if you need to contact to client playing voice speech channel
Attendant is please by 1, and tone information is please by 2；
If client press 1, traffic platform to third-party platform initiate the side IP audio call, request include customer ID code and
Order number, after third-party platform receives request, after client's number and order number query service personnel ID, to service people
Member's terminal initiates the audio call of the side IP, and after attendant answers, traffic platform connects both ends media, if attendant
Just busy or be busy now, traffic platform is played and is hung up or after client actively hangs up to the just busy media cue sound of client playing,
Traffic platform production Methods data: client's number, order number peace platform centre number, and include among platform numbers to pushes customer
Short message, and push success notification message to third-party platform.
If client presses 2, voice prompting sound is played: please starting to carry out tone information after hearing drop sound, after user leaves a message,
Traffic platform carries out transcoding to message, and is sent to third-party platform, comprising: recording, client's number and order number after transcoding
Code after third-party platform receives the recorded message of push, retrieves attendant ID according to client's number and order number, and to
The push recording of attendant's terminal, recording are shown in service terminal, and attendant is audible to enroll sound and reply voice.
If client is directly hung up, directly return state pushes success notification state to third-party platform, third-party platform
Status tracking is carried out to service terminal to show.
Preferably, attendant initiates to initiate voice push, including voice medium, order number to client by service terminal
Code, attendant ID；
The third-party platform is after receiving and carrying out the request of self serving terminal, based on order number and service personnel ID retrieval
To customer number number；
The third-party platform initiates voice push request, including voice medium, order number and client to traffic platform
Communicating number；
The voice medium received is carried out unloading by the traffic platform, and the road of customer number number is initiated to carrier network
By and media negotiation；
After client's ring and off-hook, traffic platform and is returned to the voice medium of client playing unloading to be sent to shape
State is then pushed to attendant's terminal to third-party platform.
Preferably, classify to the Service Order, including the address location distance according to attendant and client into
Row classification, classifies to customer service sequence according to attendant, delimit according to fixed point geo-location service and belongs to the fixed point
Services client carries out hierarchical classification from top to bottom according to street, cell, number, Lou Dong, according to planning delivery time classification.
Due to the adoption of the above technical scheme, the invention has the following advantages:
1. the present invention can be based on mobile client, instantaneous to initiate voice speech channel notice；Called whether be connected to be able to detect that
It notifies and Real-time Feedback is to attendant；Have reversed connection attendant's function and tone information function, forms closed loop.This is
Batch issues verbal announcement and requests to third party from the background in system attendant's client short time, third party backstage and traffic platform
It initiates that the notice of client is achieved the purpose that while being notified, promoted efficiency of service and save the time simultaneously based on order information, point
Analysis client answers state, and state is returned if access failure to attendant, provide client's key feedback directly with attendant's ditch
Logical function and real-time phonetic sending function, achieve the purpose that interactive.
Detailed description of the invention
Fig. 1 is principle of the invention structural block diagram.
Specific embodiment
It is further illustrated below in conjunction with specific implementation of the attached drawing to invention.
As shown in Figure 1, the present invention includes service terminal, third-party platform, traffic platform and short message push platform, the clothes
Business terminal is docked with third-party platform by network, and is sent service request to third-party platform, obtained response and push result；
The third-party platform is pushed platform and docked with traffic platform, short message respectively by carrier network, and is sent to traffic platform
Call request；The traffic platform initiates speech channel calling to operator by carrier network core net, and obtains customer status
Feedback returns to third-party platform.
The service terminal first classifies to Service Order to be processed in it, and attendant is according to Service Order demand
Voice speech channel notice request, request packet ID containing attendant and order information are initiated to third-party platform.The third-party platform
After receiving and carrying out the request of self serving terminal, based on order information to its data base querying client communication number；The third party
Platform sends voice speech channel notice request to the traffic platform, which includes client communication number, order number, verbal announcement
Type.After the traffic platform receives voice speech channel notice request, the routing inquiry of client's number is initiated to carrier network；?
After obtaining routing iinformation, end office (EO) where to client initiates media negotiation request.Client's ring, if client's off-hook, plays voice
Speech channel notifies media, and returning to success notification state, to third-party platform, third-party platform pushes success notification state to service
Terminal carries out status tracking and shows；If the non-off-hook of client, after the complete prompt tone of client playing, the traffic platform is according to return
Signaling code identifies called state, and will fail to give notice success status and be pushed to third-party platform, and third-party platform is pushed to
Service terminal carries out status tracking and shows.
Here, service terminal is classified according to Service Order, and setting sends voice reminder request in each Service Order
Button and status tracking display window request button to complete to mention to third-party platform transmission voice by clicking transmission voice reminder
Request of waking up services；After third-party platform gets customer status, state is pushed into service terminal and is shown, comprising: notified, led to
Know two states of failure；When client needs to converse, third-party platform initiates the audio call to the side IP of service terminal, connects
Real-time delivery of voice media afterwards；After customer voice message, VoP is pushed into service terminal in the side IP.To the clothes
Business order is classified, including classifying according to the address location distance of attendant and client, according to attendant to visitor
Family service order is classified, according to fixed point geo-location service delimit ownership site server client, according to street, cell,
Number, Lou Dong carry out hierarchical classification from top to bottom, according to planning delivery time classification.
Above scheme is further arranged,
Client's ring, if client's off-hook.
The traffic platform notifies media, playing alert tones after broadcasting: if you need to contact to client playing voice speech channel
Attendant is please by 1, and tone information is please by 2.
If client press 1, traffic platform to third-party platform initiate the side IP audio call, request include customer ID code and
Order number, after third-party platform receives request, after client's number and order number query service personnel ID, to service people
Member's terminal initiates the audio call of the side IP, and after attendant answers, traffic platform connects both ends media, if attendant
Just busy or be busy now, traffic platform is played and is hung up or after client actively hangs up to the just busy media cue sound of client playing,
Traffic platform production Methods data: client's number, order number peace platform centre number, and include among platform numbers to pushes customer
Short message, and push success notification message to third-party platform.
If client presses 2, voice prompting sound is played: please starting to carry out tone information after hearing drop sound, after user leaves a message,
Traffic platform carries out transcoding to message, and is sent to third-party platform, comprising: recording, client's number and order number after transcoding
Code after third-party platform receives the recorded message of push, retrieves attendant ID according to client's number and order number, and to
The push recording of attendant's terminal, recording are shown in service terminal, and attendant is audible to enroll sound and reply voice.
If client is directly hung up, directly return state pushes success notification state to third-party platform, third-party platform
Status tracking is carried out to service terminal to show.
Wherein, attendant initiates to initiate voice push, including voice medium, order number to client by service terminal
Code, attendant ID；
The third-party platform is after receiving and carrying out the request of self serving terminal, based on order number and service personnel ID retrieval
To customer number number；
The third-party platform initiates voice push request, including voice medium, order number and client to traffic platform
Communicating number；
The voice medium received is carried out unloading by the traffic platform, and the road of customer number number is initiated to carrier network
By and media negotiation；
After client's ring and off-hook, traffic platform and is returned to the voice medium of client playing unloading to be sent to shape
State is then pushed to attendant's terminal to third-party platform.
The settable identifying system of customer status identification process among the above, the system include the first traffic platform, audio
Memory module, keyword recognition module and state decision discernment module.Wherein, the first traffic platform is connected with speech path network, uses
In incoming call and exhalation, the first traffic platform is connected with audio storage module, actively pushes recording file to audio storage module；Sound
Frequency memory module is connected with keyword recognition module, thinks that keyword recognition module pushes audio sound-recording；After keyword recognition module
It is connected to state decision discernment module, for the keyword to the push identification of state decision discernment module.Its specifically:
Calling subscriber initiates dial-up to called subscriber by the intermediary number of the first traffic platform；
The first traffic platform carries out speech admission to calling called subscriber's process, after being determined as call failure, will lose
The speech lost is stored to audio storage module；
The keyword recognition module identifies the voice audio of failure, and exports keyword；
After the state decision discernment module is by analyzing the keyword of identification, output is called can not to call connection
State.
It in dial-up, after media negotiation, records to called playback, when called state playback normal termination and returns
When returning signaling code, recording is abandoned, records called state.At the end of non-normal playback, store to by audio sound-recording to audio storage
Module.After keyword recognition module obtains the audio sound-recording of audio storage module, identification process and the state decision discernment mould
Block is interacted to recording end of identification.
In the present system, state decision discernment module is using the tree-like branch detection structure of stake is determined, according to the field of call failure
Scape, i.e. spacing, called subscriber's shutdown, called out of reach, caller defaulting subscriber/partial suspension, user apply hesitation/
Other reasons hesitation, called shutdowns, Called Busy, Call Waiting, dial again later, called subscriber be provided with incoming call limit, state
The long-distance limitation in border does not add trunk code, other operator's direction line failures, long-distance limitation/illegal caller, called long time no answer
State carries out corresponding keyword extraction.Specifically, including " you are good " and " sorry " two-way branch, in the lower layer point of two-way branch
Multiple layers of branch are not set, such as " number ", " phone ", on-hook, " user " etc. are set in " you are good " branch subordinate；" number
" spacing ", " trunk code " is arranged in code " subordinate；In " phone " subordinate, " shutdown ", " in call ", " not yet " are set；In on-hook
" phone " is arranged in subordinate；At " user " subordinate setting " just busy ".In " sorry " branch subordinate, " user ", " dialing ", " electricity are set
Words ", " network " etc.；In " dialing " subordinate, " shutdown " is set；In " phone " subordinate, " arrearage ", " shutdown ", " not yet ", " nothing are set
People answers "；In " network " subordinate, " being not turned on " etc. is set.Here next layer of keyword can also be set as needed.It is true
It is accurate to protect identification, keyword recognition module carries out in identification process keyword, carries out to all keywords primary again defeated
Enter detection, detects whether as " you are good " and " sorry ", it is first according to Sequential output if front and back detects that state is inconsistent twice
Identification state afterwards.
I.e. state recognition keyword root includes: " you are good ", " sorry ", " number ", " phone ", " extension according to state extraction
Machine ", " dialing ", " network ", " spacing ", " trunk code ", " shutdown ", " in call ", " not yet ", " world ", " leads at " user "
In words ", " being not turned on ", " incoming call limitation ", " arrearage ", " shutdown ", " service ", " ring unanswered ", " shutdown ", between keyword
It is multiplexed and is associated with each other, determine to may recognize that called state through most four times.
In order to form closed loop, keyword recognition module and the state decision discernment module interactive process, the voice is known
Other module carries out keyword recognition according to the keyword that pre-sets, can not be in identified situation in voice, and voice is marked
Know and carry out artificial intervention analysis and be not turned on state, and extracts keyword and be supplemented in state decision discernment module.
Above description is the detailed description for the present invention preferably possible embodiments, but embodiment is not limited to this hair
Bright patent claim, it is all the present invention suggested by technical spirit under completed same changes or modifications change, should all belong to
In the covered the scope of the patents of the present invention.
Claims (5)
1. a kind of quick voice speech channel for service scenarios under line notifies system, including service terminal, third-party platform, traffic
Platform and short message push platform, and the service terminal is docked with third-party platform by network, and send and take to third-party platform
Business request obtains response and push result；The third-party platform is pushed with traffic platform, short message respectively by carrier network
Platform docking, and call request is sent to traffic platform；The traffic platform is sent out by carrier network core net to operator
Speech channel calling is played, and obtains customer status feedback and returns to third-party platform；
The service terminal first classifies to Service Order to be processed in it, and attendant is according to Service Order demand to
Tripartite's platform initiates voice speech channel notice request, request packet ID containing attendant and order information；
The third-party platform is logical to its data base querying client based on order information after receiving and carrying out the request of self serving terminal
Signal code；The third-party platform sends voice speech channel notice request to the traffic platform, which includes client communication number
Code, order number, verbal announcement type；
After the traffic platform receives voice speech channel notice request, the routing inquiry of client's number is initiated to carrier network；?
After obtaining routing iinformation, end office (EO) where to client initiates media negotiation request；
Client's ring plays voice speech channel notice media, it is flat to third party to return to success notification state if client's off-hook
Platform, third-party platform push success notification state and show to service terminal progress status tracking；If the non-off-hook of client, in client
After playing prompt tone, the traffic platform identifies called state according to signaling code is returned, and will fail to give notice successfully shape
State is pushed to third-party platform, and third-party platform is pushed to service terminal progress status tracking and shows.
2. a kind of quick voice speech channel for service scenarios under line according to claim 1 notifies system, feature to exist
In: the service terminal is classified according to Service Order, in each Service Order setting send voice reminder request button with
Status tracking display window requests button to complete to send voice reminder request to third-party platform by clicking transmission voice reminder
Service；After third-party platform gets customer status, state is pushed into service terminal and is shown, comprising: notified, notified failure
Two states；When client needs to converse, third-party platform initiates the audio call to the side IP of service terminal, after connection in real time
Transmit voice medium；After customer voice message, VoP is pushed into service terminal in the side IP.
3. a kind of quick voice speech channel for service scenarios under line according to claim 1 notifies system, feature to exist
In:
Client's ring, if client's off-hook；
The traffic platform notifies media to client playing voice speech channel, playing alert tones after broadcasting: if you need to contact service
Personnel are please by 1, and tone information is please by 2；
If client presses 1, traffic platform initiates the audio call of the side IP to third-party platform, and request includes customer ID code and order
Number, after third-party platform receives request, after client's number and order number query service personnel ID, to attendant's end
The audio call of the side IP is initiated at end, and after attendant answers, traffic platform connects both ends media, if attendant is just busy
Or be busy now, traffic platform is played and is hung up or after client actively hangs up to the just busy media cue sound of client playing, traffic
Platform production Methods data: client's number, order number peace platform centre number, and include the short of platform centre number to pushes customer
Letter, and success notification message is pushed to third-party platform.
If client presses 2, voice prompting sound is played: please starting to carry out tone information after hearing drop sound, after user leaves a message, traffic
Platform carries out transcoding to message, and is sent to third-party platform, comprising: recording, client's number and order number after transcoding, the
After tripartite's platform receives the recorded message of push, attendant ID is retrieved according to client's number and order number, and to service
Staff terminal pushes recording, and recording is shown in service terminal, and attendant is audible to enroll sound and reply voice.
If client is directly hung up, for directly return state to third-party platform, third-party platform pushes success notification state to clothes
Business terminal carries out status tracking and shows.
4. a kind of quick voice speech channel for service scenarios under line according to claim 1 notifies system, feature to exist
In:
Attendant initiates to initiate voice push, including voice medium, order number, attendant to client by service terminal
ID；
The third-party platform retrieves visitor after receiving and carrying out the request of self serving terminal, based on order number and service personnel ID
Family code number；
The third-party platform initiates voice push request, including voice medium, order number and client communication to traffic platform
Number；
The traffic platform by the voice medium received carry out unloading, and to carrier network initiate customer number number routing and
Media negotiation；
After client's ring and off-hook, voice medium from traffic platform to client playing unloading, and return be sent to state to
Third-party platform is then pushed to attendant's terminal.
5. a kind of quick voice speech channel for service scenarios under line according to claim 1 notifies system, feature to exist
In: classify to the Service Order, including classifying according to the address location distance of attendant and client, according to clothes
Business personnel classify to customer service sequence, delimit ownership site server client according to fixed point geo-location service, according to
Street, cell, number, Lou Dong carry out hierarchical classification from top to bottom, according to planning delivery time classification.
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| CN113450129A (en) * | 2020-09-11 | 2021-09-28 | 上海闪时信息科技有限公司 | Offline behavior instant evaluation method and system |
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