CN109218541B - Service voice replacing method and device and computer equipment - Google Patents
Service voice replacing method and device and computer equipment Download PDFInfo
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- CN109218541B CN109218541B CN201710552284.9A CN201710552284A CN109218541B CN 109218541 B CN109218541 B CN 109218541B CN 201710552284 A CN201710552284 A CN 201710552284A CN 109218541 B CN109218541 B CN 109218541B
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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
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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
- H04M3/4936—Speech interaction details
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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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
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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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
- H04M3/533—Voice mail systems
- H04M3/53333—Message receiving aspects
- H04M3/5335—Message type or catagory, e.g. priority, indication
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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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
- H04M3/533—Voice mail systems
- H04M3/53366—Message disposing or creating aspects
Abstract
The invention relates to a method, a device and computer equipment for replacing service voice, which are characterized in that new service voice of the service voice to be replaced is acquired through a switching network, and the new service voice is set to be in a state to be examined and approved; and receiving an instruction of passing the approval of the new service voice through a switching network, and replacing the service voice with the new service voice. Compared with the service voice replacing method for automatic service flow playing in the traditional technology, the service voice replacing method provided by the invention solves the problem that the automatic service flow voice recording and replacing are limited by environmental conditions, and the replacement operation such as recording, examining and approving of the service voice can be carried out through the telephone voice only if a switching network and places capable of making a call, such as voice call, exist, so that the method is very simple and convenient, the efficiency of service voice replacing is improved, and the customer requirements can be responded conveniently, quickly and timely.
Description
Technical Field
The present invention relates to the field of telecommunication, and in particular, to a method, an apparatus, and a computer device for replacing service voice.
Background
An Intelligent Network (i.e., Intelligent Network, abbreviated as IN) is a Network architecture that quickly, economically, conveniently, and efficiently generates and provides Intelligent services over a communications Network. It is an additional network structure set up for providing new service for user on the basis of original exchange network, and its most important feature is that the exchange function and control function of network are separated. Because the intelligent network technology adopted in the original switching network can provide new mobile services with strong service characteristics, comprehensive functions and flexibility for users, and has great market demands, the intelligent network gradually becomes a preferred solution for providing new services in modern communication. The intelligent network aims to provide new services satisfying the needs of users for all the switching networks, and the application of the intelligent network technology in the global scope is rapidly developing, because the intelligent network can conveniently provide rich value-added services for the users, rapidly increase and continuously realize the new services, and is an important target of the intelligent network system.
The service Voice is IVR service, or Interactive Voice Response, and IVR is a powerful telephone automatic service system and an automatic Voice Response system, which can improve the quality of call service and save the cost. The IVR flow automatic service voice management and maintenance is an important daily work, and maintenance personnel and service departments need to adjust the playback contents such as service menu voice, propaganda voice or welcome voice and the like according to service needs.
The voices played by the automatic Service flow are all specified in the SCE (Service creation Environment). At present, the traditional intelligent network playback devices are basically eliminated, the uploading of service voice files does not need to execute complicated loading processes such as voice scripts and burning, the loading of the voice files is uploaded to a media server playback directory through a management desk or a manual FTP (File Transfer Protocol), and the whole process is much simpler than the prior process.
However, in order to expand the business, the requirements of the customers are continuously improved, for example, the business department often receives the voice of the urgent request replacement business process of the superior department or the customer, for example, the voice of the urgent replacement business welcome voice is required to be changed into the voice of the relevant event when a major event occurs, or the voice of the business propaganda is required when a major festival sales promotion activity occurs, and the whole voice recording and replacement in the conventional technology are operated in a computer; moreover, many office points (referring to the location of the last central device providing services for the telecommunication company, which can also be understood as the communication support end of the telecommunication company) upload service voices only to operate in the intranet environment of the office party (the office party generally refers to the operator), so when receiving an emergency request of a superior department or a customer to replace service flow voices, management and maintenance personnel often need to rush to the site urgently, and the operations including voice recording and replacement are very time-consuming and labor-consuming.
Therefore, the existing service voice replacement is limited by conditions, cannot respond to service requirements at the first time, and service departments and maintenance personnel cannot meet the requirements of voice replacement in time.
Disclosure of Invention
Therefore, it is necessary to provide a service voice replacing method, device and computer equipment for solving the above problems, and to implement a service voice replacing operation conveniently and timely without being limited by environment through a switching network.
The technical scheme adopted by the embodiment of the invention is as follows:
a method of voice over service replacement, the method comprising:
acquiring new service voice of the service voice to be replaced through a switching network, and setting the new service voice to be in a pending state;
and receiving an instruction of passing the approval of the new service voice through a switching network, and replacing the service voice with the new service voice.
A service voice substitution apparatus, the apparatus comprising:
the acquisition module is used for acquiring new service voice of the service voice to be replaced through a switching network and setting the new service voice to be in a pending state;
and the replacing module is used for receiving the command that the new service voice is approved through the switching network and replacing the new service voice with the service voice.
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:
acquiring new service voice of the service voice to be replaced through a switching network, and setting the new service voice to be in a pending state;
and receiving an instruction of passing the approval of the new service voice through a switching network, and replacing the service voice with the new service voice.
According to the service voice replacing method, the service voice replacing device and the computer equipment, the new service voice of the service voice needing to be replaced is obtained through the switching network, and the new service voice is set to be in a state to be examined and approved; and receiving an instruction of passing the approval of the new service voice through a switching network, and replacing the service voice with the new service voice. Compared with the service voice replacement method for automatic service flow playing in the traditional technology, the service voice replacement method provided by the embodiment of the invention solves the problem that the automatic service flow voice recording and replacement are limited by environmental conditions, can perform replacement operations such as recording, examining and approving of service voice and the like through telephone voice as long as a switching network and places capable of making a call, such as voice call and the like, exist, is very simple and convenient, improves the efficiency of service voice replacement, and can conveniently, quickly and timely respond to customer requirements.
Drawings
Fig. 1 is a connection diagram of an application environment of an embodiment of a service voice replacement method provided by the present invention;
fig. 2 is a flowchart of an embodiment of a service voice replacing method provided by the present invention;
fig. 3 is a flow chart of a service voice recording process in an embodiment of a service voice replacing method provided by the present invention;
fig. 4 is a flowchart of a service voice approval process in an embodiment of a service voice replacing method provided in the present invention;
fig. 5 is a diagram illustrating the architecture of program modules of an embodiment of a service voice replacing apparatus according to the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The embodiment of the present invention provides a service voice replacing method based on an automatic voice response system, please refer to fig. 1, the automatic voice response system related to the method mainly includes:
1. a telephone.
2. A switching network. The traditional switching network refers to a circuit switching network, namely a core network formed by circuit switches of telecommunication, and now also includes a packet switching network, which refers to a network formed by stacking routers and switches.
3. And an intelligent network server. The intelligent network server contains general speech management automatic service, called automatic service for short, which is responsible for completing the speech recording and replacing operation of the system.
4. A database. The embodiment of the invention needs to design a series of database table structures, the database can be a commercial database or an in-memory database, and the database comprises:
(1) the service voice table is responsible for storing service voice file information for the use of a universal voice management automatic service, and data of the service voice table is recorded when a service developer develops a service and can also be maintained and updated synchronously with an actual service flow through a management interface at a later stage;
(2) the maintenance personnel information table is responsible for storing service maintenance personnel information;
the service voice approval table is used for storing process data of recording and replacing service voice files;
(3) and all modules of the whole system are connected in series through the design of the database table structure.
5. The management interface is responsible for managing business voice data and maintenance personnel related information data.
6. An interface machine. The interface machine is mainly a database hierarchy, the table structure, field definition and field type of the database may be different between two or more different/same systems, and the function of the interface machine is to standardize the data sent by the system A and then send the data to the system B according to the requirements of the system B. At the network level (OSI layer 3), it is certain that both systems are in communication, and generally a dual network card is adopted, so that both systems a and B only communicate with the interface unit, and A, B are not in communication.
7. A media server. The media server is an important device of the next generation network, and provides media resource functions required for implementing various services on the IP network under the control of a control device (a soft switch device, an application server), including service voice provision, conferencing, interactive response (IVR), notification, unified messaging, advanced voice services, and the like. In the application Server, MSML (Media Server Markup Language, a special xml dedicated to Media Server interaction) is used to send commands such as playback to the Media Server. The media server has good tailorability and can flexibly realize one or more functions.
The automatic voice response system can automatically process the incoming call of the user through the switching network. The working process comprises the following steps: when a calling call is accessed to the intelligent network server through the exchange network, the general voice management automatic service on the intelligent network server provides voice prompt for the call, provides various operation prompts for users through voice, guides the client to select service content and input data required by self-service of the call, executes corresponding commands according to the operation of the user, realizes data calling of a database and a media server through an interface machine, and can realize that different levels of clients play different automatic voice processes through the management interface maintenance database of the intelligent network server so as to provide information and functions required by the clients.
The automatic voice response system is designed and implemented as follows, so as to realize the quick replacement of the service voice.
The administrator maintains the information of the maintainers through the management interface, and allocates authority and services to be managed by the maintainers; meanwhile, the management interface can maintain the data of the service voice list, the voice to be maintained is classified and managed according to the service key, and the data of the service voice list is generally imported during service upgrading to realize synchronous upgrading with the service. The service key is a service unique mark, and is a mode for associating one service with a unique key in an automatic voice response system, so that different services are managed and operated according to different keys, and the service voice list data structure and the maintainer information list data structure can adopt the following forms:
referring to table 1, the service voice list data structure:
table 1
Referring to fig. 2, fig. 2 is a flowchart of an embodiment of a service voice replacing method provided by the present invention, where the method includes:
s100, acquiring new service voice of the service voice to be replaced through a switching network, and setting the new service voice to be in a pending state.
Specifically, the intelligent network server is based on an automatic voice response system, and is responsible for completing the recording operation of new service voice of the automatic voice response system through a universal voice management automatic service, the recording flow of the new service voice is responsible for generating a dynamic menu from voice data of a service voice table and providing the dynamic menu to a service voice recording personnel in a broadcasting mode through a switching network, the service voice recording personnel selects a service voice file needing to be replaced and recorded, after the service personnel finishes recording, the universal voice management automatic service records the recording related information of the new service voice into a service voice approval table for a subsequent approval flow, the whole voice recording of the new service voice can be completed by adopting a telephone through the switching network, professional software and training are not needed, and the problem that the voice recording and replacing of the automatic service flow in the traditional technology are limited by environmental conditions is solved, the method is very simple and convenient, and the efficiency of service voice replacement is improved.
S200, receiving the new service voice approval passing instruction through the switching network, and replacing the service voice with the new service voice.
Specifically, the intelligent network server is based on an automatic voice response system and is responsible for completing the replacement operation of the new service voice of the automatic voice response system through a universal voice management automatic service. Before the voice of the service is replaced, the new voice of the service needs to pass through a voice service replacement approval process which is responsible for generating a dynamic menu from the voice data of the voice approval table of the service, the approval of a service replacement approval personnel is provided in a broadcasting way through a switching network, after the approval is passed, the universal voice management automatic service calls an interface machine to complete the replacement operation of the voice file of the service, the interface machine covers the original voice file of the service with the newly recorded voice file of the new service according to the instruction of the universal voice management automatic service, the whole voice replacement process can be operated and completed by adopting a telephone through the switching network without professional software and training, the problem that the voice recording and replacement of the automatic service process in the traditional technology are limited by environmental conditions is solved, the method is very simple and convenient, and the efficiency of voice replacement of the service is improved, the service maintenance personnel can finish the operation at any time and any place.
In an embodiment, the step of acquiring a new service voice of the service voice to be replaced through the switching network and setting the new service voice to a pending state further includes:
and sending the service voice of the first service key in a broadcasting mode through the acquired first maintainer type and the first service key, and sending a prompt for selecting the service voice to be replaced in the broadcasting mode.
When a service voice replacement operation is needed, a person responsible for recording service voice calls a telephone, an access code is dialed by adopting a fixed telephone or a mobile telephone to enter a voice replacement service, the operation is carried out according to a universal voice management automatic service prompt, the universal voice management automatic service inquires corresponding service voice information below a first service key in a service voice list according to the first service key if the first maintenance personnel type is judged to be a service voice recording person, the voice service enters a service voice recording flow, the universal voice management automatic service prompts the voice recording person to select the service voice to be replaced in a voice broadcasting mode through a switching network by the acquired first service key, and forms a dynamic menu broadcast, wherein the dynamic menu can be sequenced according to voice numbers, so as to avoid the menu formed by each dialing being different.
In an embodiment, before the step of sending the service voice of the first service key in a broadcast manner by using the acquired first service personnel type and the first service key, and sending a prompt for selecting the service voice to be replaced in a broadcast manner, the method further includes:
and acquiring the first maintainer type and the first service key of the first account.
Specifically, when service voice replacement is needed, a person in charge of recording the service voice uses a telephone, enters a voice replacement service by dialing an access code through a fixed telephone or a mobile telephone, and operates according to a general voice management automatic service prompt to acquire a first maintenance person type of the first account and the first service key. And the automatic universal voice management service acquires the type of the first maintainer of the first account, namely, judges whether the first maintainer is a service recording person or a service recording approval person, and enters a service voice recording process if the first maintainer is the service recording person. The type of the maintainer can be stored in the database in a mode corresponding to the account, the type of the maintainer is automatically obtained after the account and the password of the maintainer pass verification, and the type of the maintainer can also be obtained in a mode that the maintainer selects and inputs according to the service to be performed and a voice selection prompt. The first service key may also be obtained by the service staff according to the service to be performed and according to a voice prompt input mode, if the service is relatively single, the service to be performed by the service staff may also be stored in the database in a mode that the account number and the service key correspond to each other, for example, a certain account number may perform a certain service voice, and the service key corresponding to the service staff may be read by a mode that the account number and the service voice are bound one to one, and after the account number and the password of the service staff pass verification.
In an embodiment, before the step of sending the service voice of the first service key in a broadcast manner by using the acquired first service personnel type and the first service key, and sending a prompt for selecting the service voice to be replaced in a broadcast manner, the method further includes:
receiving a first account number and a password, and verifying the first account number and the password.
Specifically, when service voice replacement is needed, a person in charge of recording service voice calls a telephone, an access code is dialed by a fixed telephone or a mobile phone to enter the voice replacement service, operation is performed according to a universal voice management automatic service prompt, an account and a password are input by the universal voice management automatic service prompt, and after the first account and the password input by a maintainer are obtained, the first account and the password of the maintainer are verified to ensure the safety of service voice data. Further, after the first account and the password input by the maintainer pass verification, the maintainer type of the first account is obtained, that is, whether the first account is a business recording person or a business recording approval person is judged, and if the first account is the business recording person, a business voice recording process is started. The type of the maintainer can be stored in the database in a mode corresponding to the account number, the type of the maintainer is automatically acquired after the first account number and the password of the maintainer pass verification, and the type of the maintainer can also be acquired by the maintainer according to a mode of voice prompt input according to a service to be performed. Meanwhile, the first service key may be obtained by the maintenance staff according to the service to be performed and by an input mode according to a voice prompt, if the service is relatively single, the service to be performed by the maintenance staff may also be stored in the database in a mode that the account number and the service key correspond to each other, for example, a certain account number may perform a certain service voice, and the service key corresponding to the maintenance staff may be read by a mode that the account number and the service voice are bound in a one-to-one correspondence manner, when the account number and the password of the maintenance staff pass verification.
And if the universal voice management automatic service judges that the calling user is a service voice recording person, the service enters a service voice recording process.
The maintainer information table data structure may take the form of:
referring to table 2, the maintainer information table data structure:
table 2
In an embodiment, the step of acquiring, by the switching network, a new service voice of the service voice that needs to be replaced, and setting the new service voice to a pending state includes:
acquiring the service voice to be replaced;
sending a prompt for recording the new service voice in a broadcasting mode;
and after receiving an instruction of finishing the voice recording of the new service voice, sending an option of whether the new service voice is submitted for examination and approval in a broadcasting mode.
And when an instruction for submitting and approving the new service voice is received, setting the new service voice to be in an approval state.
Specifically, after a service voice recording person selects a service voice to be replaced, the general voice management automatic service prompts the recording person to record the voice, and the general voice management automatic service records a new service voice by adopting a temporary path so as to avoid directly covering the original voice without approval to influence the service;
after the new service voice recording is finished, after an instruction of finishing the voice recording of the new service voice is received, the general voice management automatic service sends a voice broadcasting menu, and sends an option whether the new service voice is submitted for approval or not in a broadcasting mode.
Preferably, after receiving the instruction of ending the recording of the new service voice, the method sends the options of listening, submitting approval and re-recording of the new service voice in a broadcasting mode, so that the voice recording personnel can select the keys for listening, submitting approval and re-recording to obtain the selection of the voice recording personnel, the voice recording personnel can conveniently check or re-record the recorded new service voice, the recorded new service voice can meet the requirements of the service voice, such as whether the word is clear or not, whether errors exist or not, and the efficiency of recording the new service voice is improved.
When receiving an instruction that a voice recording person selects to submit and approve new service voice, the general voice management automatic service records relevant information of the service recording, such as a call serial number, a service key, a voice number, a service voice file, voice description, a recording temporary path and the like, into a service voice approval table, and sets a status field to be approved as 1.
And ending the new service voice recording process, so that the new service voice of the general voice management automatic service corresponding to the service key is recorded.
Referring to fig. 3, fig. 3 is a flow chart of a service voice recording process in an embodiment of a method for replacing a service voice of an intelligent network server through a universal voice management automatic service based on an automatic voice response system according to the present invention, the process is as follows:
s110, an automatic voice response system prompts a calling number dialing an access code to input an account and a password through a universal voice management automatic service;
s111, the intelligent network server verifies the acquired account number and password through the automatic service of the universal voice management based on the automatic voice response system, and acquires service key information;
s112, if the account and the password are not verified, prompting the calling number to input the account and the password again, namely returning to the step S110, and if the account and the password are verified, entering the step S113;
s113, the universal voice management automatic service inquires voice information through the acquired service key and generates a dynamic menu;
s114, the universal voice management automatic service reporting dynamic menu: modify XXX speech request by 1, modify YYY speech request by 2 …;
s115, the general voice management automatic service acquires the selected service voice which needs to be replaced, the step S116 is entered, if an instruction of re-selection needs to be returned is acquired, the step S114 is entered, and re-broadcasting is carried out;
s116, the general voice management automatic service acquires the recorded new service voice;
s117, after the general voice management automatic service acquires a recorded instruction, a confirmation menu is broadcasted, a recorded service voice is listened to and pressed to 1, a recorded service voice is rerecorded and pressed to 2, an approval is submitted and pressed to 3, and if the general voice management automatic service receives the instruction of 2, the general voice management automatic service returns to S116 to rerecord;
s118, if the general voice management automatic service receives the instruction of 1, playing a recording file of the recorded new service voice;
and S119, if the general voice management automatic service receives the instruction of 3, recording the recorded new service voice into a service voice approval table.
The service voice approval table may adopt the following data structure.
Referring to table 3, the data structure of the service voice approval table:
table 3
In one embodiment, the step of receiving, by the switching network, an instruction that the new service voice is approved by the approval module, and replacing the service voice with the new service voice further includes:
and sending the voice of the service to be examined and approved of the second service key in a broadcasting mode through the acquired type of the second maintenance personnel and the second service key, and sending a prompt for selecting the voice of the service to be examined and approved in the broadcasting mode.
When a service voice replacing operation is needed, a maintainer in charge of service voice approval uses a telephone, a fixed telephone or a mobile telephone is adopted to dial an access code to enter a voice replacing service, the operation is carried out according to the general voice management automatic service prompt, the general voice management automatic service is according to a second maintainer type, if the second maintainer type is judged to be a service voice approving person, the voice service enters a service voice approving flow, the general voice management automatic service inquires a service voice to be approved below a second service key in a service voice approving table according to the second service key through the acquired second service key, and dynamically forms a menu broadcast, sends voice in a broadcast mode, and prompts the service voice approving person to select the voice to be approved.
In an embodiment, the step of sending the to-be-approved service voice of the second service key in a broadcast manner through the acquired second maintainer type and the second service key, and sending a prompt for selecting the to-be-approved service voice to be approved in the broadcast manner further includes:
and acquiring a second maintainer type and the second service key of the second account.
Specifically, when service voice replacement is needed, after recording of new service voice is completed, approval can be performed by an approval staff and the approval staff can take effect, the approval staff dials an access code to enter the voice replacement service, operation is performed according to the universal voice management automatic service voice prompt, and the type of the second maintainer of the second account and the second service key are obtained. And the universal voice management automatic service acquires the type of a second maintainer of the second account, namely, judges whether the type is a service recording person or a service recording approval person, and enters a service voice approval process if the type is the service recording approval person. The second service key may also be obtained by the service staff according to the service to be performed and according to a voice prompt input mode, if the service is relatively single, the service to be performed by the service staff may also be stored in the database in a mode that the account number and the service key correspond to each other, for example, a certain account number may perform a certain service voice, and the service key corresponding to the service staff may be read in a mode that the account number and the service voice are bound one to one, when the account number and the password of the service staff pass verification.
In an embodiment, the step of sending the to-be-approved service voice of the second service key in a broadcast manner through the acquired second maintainer type and the second service key, and sending a prompt for selecting the to-be-approved service voice to be approved in the broadcast manner further includes:
and receiving a second account and a password, and verifying the second account and the password.
Specifically, when service voice replacement is needed, after new service voice is recorded, the new service voice can be approved and approved by an approval staff to take effect, the approval staff dials an access code to enter the voice replacement service, the operation is performed according to the automatic service prompt of the universal voice management, the account and the password are input through the automatic service prompt of the universal voice management, and after the second account and the password input by the maintainer are obtained, the second account and the password of the maintainer are verified to ensure the safety of service voice data. Further, after the second account and the password input by the maintainer pass verification, the maintainer type of the second account is obtained, that is, whether the first account is a business recording person or a business recording approver is judged, and if the first account is the business recording approver, a business voice approval process is started. The type of the maintainer can be stored in the database in a mode corresponding to the account, when the second account and the password of the maintainer pass verification, the type of the maintainer is automatically obtained, or the type of the maintainer is obtained by the maintainer according to the service to be performed and a voice prompt, and meanwhile, the second service key can be obtained by the maintainer according to the service to be performed and the voice prompt, or the service to be performed by the maintainer is obtained.
And if the universal voice management automatic service judges that the calling user is a service voice approval person, the service enters a service voice approval process.
In one embodiment, the step of receiving, by the switching network, an instruction that the new service voice approval is passed, and replacing the service voice with the new service voice includes:
acquiring the new service voice of the selected to-be-approved state;
sending the service voice to be replaced and the new service voice in a broadcasting mode;
after the broadcasting is finished, sending an option whether the new service voice passes the approval or not in a broadcasting mode;
and when receiving an instruction that the new service voice is approved, replacing the service voice with the new service voice, and setting the new service voice to be in an approval state.
Specifically, after the service voice approval personnel select approved service voice according to the keys, the general voice management automatic service broadcasts the original voice file and the newly recorded new service voice file, and after the broadcasting is finished, the option of whether the new service voice is approved or not is sent in a broadcasting mode.
Preferably, the options of the re-listening, the approval and the non-approval are sent in a broadcasting mode, and key selections such as re-listening, approval and non-approval of the voice recording personnel are provided, so that the business voice approving personnel can check whether the new business voice meets the requirement of approval, and the efficiency of new business voice approval is improved.
After the service voice approval personnel selects approval to pass, the universal voice management automatic service calls the interface machine, copies the approved new service voice file from the temporary path to the formal path to cover the original service voice file, and sets the new service voice state field in the service voice approval table as 2 approval to pass.
And at this moment, the new service voice approval process is finished, the service voice file is successfully replaced, and the service voice is rapidly replaced through the steps.
Referring to fig. 4, fig. 4 is a flow chart of a service voice approval process in an embodiment of a method for replacing a service voice of an intelligent network server through a universal voice management automatic service based on an automatic voice response system according to the present invention, and the process is as follows:
s210, the general voice management automatic service reports a calling number input account and a password for prompting to dial an access code;
s211, the universal voice management automatic service verifies the acquired account and the password and acquires service key information;
s212, if the account and the password are not verified, prompting the calling number to input the account and the password again, namely returning to the step S210, and if the account and the password are verified, entering the step S213;
s213, the universal voice management automatic service inquires a service voice approval table under a service key through the acquired service key and generates a dynamic menu;
s214, the universal voice management automatic service reporting dynamic menu: examine XXX voice please press 1, examine YYY voice please press 2 …;
s215, acquiring the selected voice to be approved by the automatic service of the general voice management, then entering step S216, and if acquiring the command to return to the rebroadcast, then entering step S214 to rebroadcast;
s216, the universal voice management automatic service broadcasts an original service voice file and a new service voice file;
s217, after the broadcasting of the general voice management automatic service is finished, a confirmation menu is broadcasted, the press of a re-listening request is 1, the press of an approval pass request is 2, and the press of an approval fail request is 3, if the intelligent network server is based on an automatic voice response system, the intelligent network server returns to S216 to rebroadcast through receiving an instruction of 1 of the general voice management automatic service;
s218, if the general voice management automatic service receives the instruction of 2, calling an interface machine to enable the recorded new service voice file to cover the original service voice file, and setting the new service voice file as an approval passing mark;
and S219, if the general voice management automatic service receives the 3 instruction, setting the new service voice file as an approval failure mark.
In summary, the intelligent network server in the embodiment of the present invention is based on the automatic voice response system, and is responsible for completing the replacement operations such as voice recording of new service voice and voice approval of new service through the general voice management automatic service, and the replacement operations are divided into two flows: firstly, a business recording process; and the other is a business voice approval process. The business recording process is responsible for generating a dynamic menu from the voice data of the business voice table for the business voice recording personnel to select the voice file to be recorded, and after the business personnel finish recording, the business records the relevant information of the recording into the business voice examination and approval table for the subsequent examination and approval process; the service voice approval process is responsible for generating a dynamic menu from the voice data of the service voice approval table for the service approval personnel to approve, the service calls the interface machine to complete the replacement operation of the voice file after approval is passed, and the interface machine covers the original service voice file with the newly recorded service voice file according to the instruction of the automatic service. Compared with the prior art, the whole voice recording and replacing process can be operated and completed by adopting a telephone, so that the maintenance personnel can complete the operation more conveniently without professional software and training, the method is very simple, the replacement of the service voice is more convenient, and the service maintenance personnel can complete the operation at any time and any place.
Referring to fig. 4, in an embodiment, the present invention provides a service voice replacing apparatus, including:
an obtaining module 10, configured to obtain a new service voice of a service voice to be replaced through a switching network, and set the new service voice to a pending state;
specifically, the intelligent network server is responsible for completing the recording operation of the new service voice of the automatic voice response system through a general voice management automatic service, the new service recording process is responsible for generating a dynamic menu from the voice data of a service voice table through a switching network for a service voice recording person to select a service voice file needing to be replaced and recorded, after the service person finishes recording, the new service voice of the service voice needing to be replaced is obtained through the switching network, the general voice management automatic service records the relevant information of the recording into a service voice approval table for the use of a subsequent approval process, the whole voice recording can be completed by a telephone, professional software and training are not needed, and the operation is very simple and can be completed by service maintenance personnel at any time and any place.
And a replacing module 20, configured to receive, through the switching network, an instruction that the new service voice approval passes, and replace the service voice with the new service voice.
Specifically, the intelligent network server is responsible for completing the replacement operation of the new service voice of the automatic voice response system through the universal voice management automatic service. Before the voice of the service is replaced, the new voice of the service needs to pass through a voice service replacement approval process, the new voice of the service is approved by a voice service replacement approval process, the voice data of the voice approval table of the service is generated into a dynamic menu, the approval of a service replacement approval personnel is provided in a broadcasting mode through a switching network, after the approval is passed, the universal voice management automatic service calls an interface machine to complete the replacement operation of the voice file of the service, the interface machine covers the original voice file of the service with the newly recorded voice file of the new service according to the instruction of the universal voice management automatic service, the whole voice replacement process can be completed by adopting a telephone through the switching network, professional software and training are not needed, and the operation is very simple, and the service maintenance personnel can complete the operation at any time and any place.
In one embodiment, the apparatus further comprises:
the first broadcasting module is used for sending the service voice of the first service key in a broadcasting mode through the acquired first maintainer type and the first service key, and sending a prompt for selecting the service voice to be replaced in the broadcasting mode;
when a service voice replacement operation is needed, a person responsible for recording service voice calls a telephone, an access code is dialed by adopting a fixed telephone or a mobile telephone to enter a voice replacement service, the operation is carried out according to a universal voice management automatic service prompt, the universal voice management automatic service inquires corresponding service voice information below a first service key in a service voice list according to the first service key if the first maintenance personnel type is judged to be a service voice recording person, the voice service enters a service voice recording flow, the universal voice management automatic service prompts the voice recording person to select the service voice to be replaced in a voice broadcasting mode through a switching network by the acquired first service key, and forms a dynamic menu broadcast, wherein the dynamic menu can be sequenced according to voice numbers, so as to avoid the menu formed by each dialing being different.
The first acquisition module is used for acquiring a first maintainer type and the first service key of the first account;
specifically, when service voice replacement is needed, a person in charge of recording the service voice uses a telephone, enters a voice replacement service by dialing an access code through a fixed telephone or a mobile telephone, and operates according to a general voice management automatic service prompt to acquire a first maintenance person type of the first account and the first service key. And the automatic universal voice management service acquires the type of the first maintainer of the first account, namely, judges whether the first maintainer is a service recording person or a service recording approval person, and enters a service voice recording process if the first maintainer is the service recording person.
The first authentication module is used for receiving a first account and a password and authenticating the first account and the password;
specifically, when service voice replacement is needed, a person in charge of recording service voice calls a telephone, an access code is dialed by a fixed telephone or a mobile phone to enter the voice replacement service, operation is performed according to a universal voice management automatic service prompt, an account and a password are input by the universal voice management automatic service prompt, and after the first account and the password input by a maintainer are obtained, the first account and the password of the maintainer are verified to ensure the safety of service voice data.
The second broadcasting module is used for sending the voice of the service to be approved of the second service key in a broadcasting mode through the acquired second maintainer type and the second service key, and sending a prompt for selecting the voice of the service to be approved in the broadcasting mode;
when a service voice replacing operation is needed, a maintainer in charge of service voice approval uses a telephone, a fixed telephone or a mobile telephone is adopted to dial an access code to enter a voice replacing service, the operation is carried out according to the general voice management automatic service prompt, the general voice management automatic service is according to a second maintainer type, if the second maintainer type is judged to be a service voice approving person, the voice service enters a service voice approving flow, the general voice management automatic service inquires a service voice to be approved below a second service key in a service voice approving table according to the second service key through the acquired second service key, and dynamically forms a menu broadcast, sends voice in a broadcast mode, and prompts the service voice approving person to select the voice to be approved.
The second obtaining module is used for obtaining a second maintainer type and the second service key of the second account;
specifically, when service voice replacement is needed, after recording of new service voice is completed, approval can be performed by an approval staff and the approval staff can take effect, the approval staff dials an access code to enter the voice replacement service, operation is performed according to the universal voice management automatic service voice prompt, and the type of the second maintainer of the second account and the second service key are obtained.
The second verification module is used for receiving a second account and a password and verifying the second account and the password;
specifically, when service voice replacement is needed, after new service voice is recorded, the new service voice can be approved and approved by an approval staff to take effect, the approval staff dials an access code to enter the voice replacement service, the operation is performed according to the automatic service prompt of the universal voice management, the account and the password are input through the automatic service prompt of the universal voice management, and after the second account and the password input by the maintainer are obtained, the second account and the password of the maintainer are verified to ensure the safety of service voice data.
In one embodiment, the present invention also provides one or more non-transitory computer-readable storage media storing computer-executable instructions that, when executed by one or more processors, cause the one or more processors to perform the steps of the method.
In one embodiment, the present invention also provides a computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the steps of the method when executing the computer program.
It will be understood by those skilled in the art that all or part of the processes in the methods of the embodiments described above may be implemented by hardware related to instructions of a computer program, which may be stored in a computer readable storage medium, for example, in the storage medium of a computer system, and executed by at least one processor in the computer system, so as to implement the processes of the embodiments including the methods described above. The storage medium may be a magnetic disk, an optical disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), or the like.
The technical features of the embodiments described above may be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the embodiments described above are not described, but should be considered as being within the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present invention, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and controls can be made without departing from the inventive concept, which falls within the scope of the invention. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (11)
1. A method of voice over service replacement, the method comprising:
acquiring new service voice of the service voice to be replaced through a switching network, and setting the new service voice to be in a pending state;
receiving an instruction of passing the approval of the new service voice through a switching network, and replacing the service voice with the new service voice;
the step of acquiring a new service voice of the service voice to be replaced through the switching network and setting the new service voice to be in a pending state comprises the following steps:
acquiring the service voice to be replaced;
sending a prompt for recording the new service voice in a broadcasting mode, and recording the new service voice through a switching network;
after receiving an instruction of finishing the voice recording of the new service voice, sending an option of whether the new service voice is submitted for examination and approval in a broadcasting mode;
and when an instruction for submitting and approving the new service voice is received, setting the new service voice to be in an approval state.
2. The method according to claim 1, wherein the step of obtaining a new service voice of the service voice to be replaced through the switching network and setting the new service voice to a pending state further comprises:
and sending the service voice of the first service key in a broadcasting mode through the acquired first maintainer type and the first service key, and sending a prompt for selecting the service voice to be replaced in the broadcasting mode.
3. The method of claim 2, wherein the step of sending the service voice of the first service key by means of the acquired first service personnel type and the first service key in a broadcast manner, and sending the prompt for selecting the service voice to be replaced by means of the broadcast manner further comprises:
and acquiring the first maintainer type and the first service key of the first account.
4. The method of claim 2, wherein the step of sending the service voice of the first service key by means of the acquired first service personnel type and the first service key in a broadcast manner, and sending the prompt for selecting the service voice to be replaced by means of the broadcast manner further comprises:
receiving a first account number and a password, and verifying the first account number and the password.
5. The method of claim 1, wherein the step of receiving, through the switching network, the instruction for approval of the new service voice, and replacing the service voice with the new service voice further comprises:
and sending the voice of the service to be examined and approved of the second service key in a broadcasting mode through the acquired type of the second maintenance personnel and the second service key, and sending a prompt for selecting the voice of the service to be examined and approved in the broadcasting mode.
6. The method according to claim 5, wherein the step of sending the pending service voice of the second service key in a broadcast manner through the obtained second maintainer type and the second service key, and sending a prompt for selecting the pending service voice to be approved in a broadcast manner further comprises:
and acquiring a second maintainer type and the second service key of a second account.
7. The method according to claim 5, wherein the step of sending the pending service voice of the second service key in a broadcast manner through the obtained second maintainer type and the second service key, and sending a prompt for selecting the pending service voice to be approved in a broadcast manner further comprises:
and receiving a second account and a password, and verifying the second account and the password.
8. The method according to claim 1, wherein the step of receiving the instruction of passing the approval of the new service voice through the switching network, and replacing the service voice with the new service voice comprises:
acquiring the new service voice of the selected to-be-approved state;
sending the service voice to be replaced and the new service voice in a broadcasting mode;
after the broadcasting is finished, sending an option whether the new service voice passes the approval or not in a broadcasting mode;
and when receiving an instruction that the new service voice is approved, replacing the service voice with the new service voice, and setting the new service voice to be in an approval state.
9. A service voice substitution apparatus, the apparatus comprising:
the acquisition module is used for acquiring new service voice of the service voice to be replaced through a switching network and setting the new service voice to be in a pending state;
the replacing module is used for receiving the command that the new service voice is approved through the switching network and replacing the new service voice with the service voice;
the replacement module acquires new service voice of the service voice to be replaced through a switching network, and the step of setting the new service voice to be in a pending state comprises the following steps:
acquiring the service voice to be replaced;
sending a prompt for recording the new service voice in a broadcasting mode, and recording the new service voice through a switching network;
after receiving an instruction of finishing the voice recording of the new service voice, sending an option of whether the new service voice is submitted for examination and approval in a broadcasting mode;
and when an instruction for submitting and approving the new service voice is received, setting the new service voice to be in an approval state.
10. The apparatus of claim 9, further comprising:
the first broadcasting module is used for sending the service voice of the first service key in a broadcasting mode through the acquired first maintainer type and the first service key, and sending a prompt for selecting the service voice to be replaced in the broadcasting mode;
the first acquisition module is used for acquiring a first maintainer type and the first service key of a first account;
the first authentication module is used for receiving a first account and a password and authenticating the first account and the password;
the second broadcasting module is used for sending the voice of the service to be approved of the second service key in a broadcasting mode through the acquired second maintainer type and the second service key, and sending a prompt for selecting the voice of the service to be approved in the broadcasting mode;
the second acquisition module is used for acquiring a second maintainer type and the second service key of a second account;
and the second verification module is used for receiving a second account and a password and verifying the second account and the password.
11. A computer arrangement comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the steps of the method according to any of claims 1-8 are implemented by the processor when executing the computer program.
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