CN109600527B - System and method for intelligently switching extension - Google Patents
System and method for intelligently switching extension Download PDFInfo
- Publication number
- CN109600527B CN109600527B CN201811220475.6A CN201811220475A CN109600527B CN 109600527 B CN109600527 B CN 109600527B CN 201811220475 A CN201811220475 A CN 201811220475A CN 109600527 B CN109600527 B CN 109600527B
- Authority
- CN
- China
- Prior art keywords
- switching
- incoming call
- behavior pattern
- voice
- extension
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
- 238000000034 method Methods 0.000 title claims abstract description 28
- 238000004458 analytical method Methods 0.000 claims description 20
- 238000007726 management method Methods 0.000 claims description 19
- 238000012545 processing Methods 0.000 claims description 16
- 238000012163 sequencing technique Methods 0.000 claims description 9
- 230000014509 gene expression Effects 0.000 claims description 7
- 238000004519 manufacturing process Methods 0.000 claims description 3
- 238000004891 communication Methods 0.000 claims description 2
- 238000010586 diagram Methods 0.000 description 5
- 238000012546 transfer Methods 0.000 description 4
- 238000004364 calculation method Methods 0.000 description 3
- 238000012986 modification Methods 0.000 description 3
- 230000004048 modification Effects 0.000 description 3
- 238000010219 correlation analysis Methods 0.000 description 2
- 238000013500 data storage Methods 0.000 description 2
- 238000012216 screening Methods 0.000 description 2
- 238000009825 accumulation Methods 0.000 description 1
Images
Classifications
-
- 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
- H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2218—Call detail recording
-
- 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
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
- Sub-Exchange Stations And Push- Button Telephones (AREA)
Abstract
The invention discloses a system and a method for intelligently switching extension sets, which establish a corresponding behavior pattern record according to an incoming call number, wherein the behavior pattern record stores necessary relevance information of each call request of the incoming call number, and when the incoming call request is received, the behavior pattern record content corresponding to the incoming call number is analyzed through relevance, so that an intelligent voice file suitable for the call request is automatically generated to guide a user to carry out quick switching selection of the relevant extension sets, and a lengthy voice switching process does not need to be carried out through a traditional standard voice switchboard; by editing the switching conditions by the user, the number of the associated extension sets can be set or the best associated extension set meeting the switching condition setting can be automatically switched to without bringing voice guidance when the switchboard is connected.
Description
Technical Field
The invention relates to a system and a method for switching extension, in particular to a system and a method for switching extension, which can automatically generate an intelligent voice file suitable for a call request according to the analysis of a behavior pattern of an incoming call number and guide a user to quickly select switching of associated extension.
Background
The existing switchboard systems of enterprises all adopt a PBX (private Branch exchange) telephone switchboard system or an IP PBX network telephone switchboard system, when a client dials an enterprise switchboard (an external line call request), a standard voice switchboard is led in to wait for the client to manually transfer an extension number or manually transfer the extension number to the extension to be contacted through a switchboard window, for the client who frequently makes a call (initiates a call request), the client who dials an enterprise representative number (switchboard number) each time needs to enter the standard voice to be transferred, which is inconvenient, if the name of the person to be found is forgotten due to other factors, the person to be found is transferred to the switchboard manual window, and the person to be found is not known, and no transfer is needed, which causes great troubles, and is not desired by technical personnel in the field.
Disclosure of Invention
The main objective of the present invention is to provide a system and method for intelligent extension switching, which can automatically generate an intelligent voice file suitable for the call request according to the analysis of the behavior pattern of the incoming call number when receiving the incoming call request, and guide the user to perform fast switching selection of the associated extension without performing a lengthy voice switching process via the conventional system voice switchboard. Another objective of the present invention is to provide a system and method for automatically switching to an intelligent switching extension set meeting the best association setting of switching conditions without voice guidance when switching on a switchboard.
In order to achieve the above object, the present invention provides a system for intelligently switching extension sets, comprising: the knowledge management unit is used for storing necessary relevance information of each communication request and generating a behavior pattern record corresponding to the incoming call number; the intelligent processing unit is connected with the knowledge management unit and used for acquiring the behavior pattern record corresponding to the incoming call number from the knowledge management unit, performing weight analysis and sequencing on the associated extension set according to the behavior pattern record and generating at least one intelligent voice file; the voice guide unit is connected with the intelligent processing unit and used for playing the intelligent voice file, carrying out switching guide and receiving an input instruction; the switching instruction processing unit is respectively connected with the voice guide unit and the knowledge management unit and is used for receiving the input instruction, carrying out switching processing, updating the behavior pattern record content and storing the behavior pattern record content in the knowledge management unit; and a user editing unit connected with the knowledge management unit and used for providing an editing and setting interface for the user to set the number of the associated extension sets and set the switching conditions, and storing the setting data in the behavior pattern record corresponding to the incoming call number in the knowledge management unit.
The behavior pattern record at least comprises necessary relevance information such as incoming call number, called extension record, incoming call time, final switching and the like; the content recorded in the behavior pattern can adopt data structure modes such as collection, array, paging, stack or queue, etc., and the content of each call request of the same incoming call number is sequentially recorded and stored.
Wherein the intelligent voice file comprises a group of 0-3 related extension sets set by the user editing unit, a main voice file formed by sorting and combining according to the weight, and a plurality of groups of individual option sub-voice files screened according to the conditional expression; the number of the associated extension sets is set to 0, so that the telephone exchange can be switched to the best associated extension set meeting the switching condition without bringing voice guidance when the telephone exchange is switched on, or 1 to 3 associated extension sets are set for carrying out associated weight sequencing.
The invention also provides a method for intelligently switching the extension, which comprises the following steps:
step A, receiving an external call request, and acquiring an incoming call number of the external call request; step B, judging whether the calling number of the external line call request is a new calling number; step C, acquiring a behavior pattern record corresponding to the incoming call number from a database; step D, performing multi-mode relevance analysis according to the relevance content recorded by the behavior mode, and sequencing the analysis result according to the weight; e, editing and manufacturing an intelligent voice file according to the relevance sorting result; f, playing the intelligent voice file, and performing switching guidance; g, receiving a switching instruction for switching; and step H, updating the behavior pattern record data and storing the behavior pattern record in a database.
If the incoming call number of the external call request is judged to be a new incoming call number in the step B, the following steps are carried out: step B1, playing default voice guidance and carrying out manual switching; step B1, receiving a switching instruction for switching; step B3, the behavior pattern record of the incoming call number is established and stored in the database. Wherein step D further comprises: step D1, judging whether the incoming call number has set automatic switching, if yes, switching the call request to the extension set meeting the switching condition, and proceeding step H; if not, go to step E.
Step F also includes: step F1, inquiring whether to switch over by other switching, if yes, carrying out step F2; if not, performing the step G; step F2, playing the sub-voice files of the individual options for conducting the option forwarding guidance.
The intelligent voice file comprises a group of 0-3 related extension sets set by a user editing unit, a main voice file formed by sorting and combining according to weight, and a plurality of groups of individual option sub-voice files screened according to a conditional expression; wherein the number of the associated extension sets is set to 0, which can automatically switch to the best associated extension set meeting the switching condition without bringing voice guidance when the switchboard is switched on, or set 1 to 3 associated extension sets for associated weight sorting.
In a preferred embodiment, when the user sets the number of associated extension sets to 3 through the user editing unit, the form of the main voice file (voice playing) is, for example: the (Charles) extension 1101, (Peter) extension 2101, (Jack) extension 1102 presents three extension numbers with the highest relevance according to the sorting result after the correlation weight is analyzed in the step (D), and the bracket name refers to the information such as the name of the extension which can be added in the voice editing, so that the voice guiding information is clearer and more compatible; the plural groups of individual option sub-voice files screened according to the conditional expressions, the conditional expressions are that the extension information which is met is respectively screened out according to default conditions such as fixed switching, common call, last call, longest call, shortest call, and the like to establish individual option sub-voice files, the individual option sub-voice files can be integrated into voice option strings, and the form (voice playing) of the individual option sub-voice files is as follows: [ (option) last call Charles, extension 1101 ]. The conditional screening can be through default options of the system or setting options by the user editing unit, the user editing unit can set the voice guidance unit to be closed and set the automatic switching conditions, and the automatic switching can be achieved to the best associated extension set meeting the switching condition setting without bringing voice guidance when the switchboard is connected.
In summary, the present invention is applicable to a PBX or IP PBX telephone exchange system, and can automatically generate an intelligent voice file suitable for a call request according to the behavior pattern analysis of an incoming call number when the incoming call request is received, and guide the user to perform a fast associated extension switching selection The system and the method for intelligently switching the extension.
Drawings
The invention and its features, aspects and advantages will become more apparent from reading the following detailed description of non-limiting embodiments with reference to the accompanying drawings. Like reference symbols in the various drawings indicate like elements. The drawings are not necessarily to scale, emphasis instead being placed upon illustrating the principles of the invention.
FIG. 1 is a schematic diagram of an architecture of a preferred embodiment of the present invention.
Fig. 2 is a block diagram of the steps of the present invention.
Fig. 2A is a block diagram of a new incoming number step process of fig. 2.
FIG. 3 is a flow chart of a preferred embodiment of the present invention.
FIG. 4 is a flow chart of a preferred embodiment of the present invention.
FIG. 5 is a diagram illustrating an intelligent voice file according to a preferred embodiment of the present invention.
Detailed Description
The invention will be further described with reference to the following drawings and specific examples, which are not intended to limit the invention thereto. The invention is suitable for a switchboard system, such as a PBX (private Branch exchange) telephone exchange system or an IPPBX network telephone exchange system adopted by the switchboard system of the current enterprise.
Referring to fig. 1, a system architecture of a preferred embodiment of the intelligent switching system 1 of the present invention is disclosed, which at least comprises: a knowledge management unit 11, an intelligent processing unit 12, a voice guidance unit 13, a switching instruction processing unit 14 and a user editing unit 15.
The knowledge management unit 11 is a database for storing necessary relevance information of each call request and generating a behavior pattern record corresponding to the incoming call number, wherein the necessary relevance information at least comprises the incoming call number, the called extension record, the incoming call time, the final transfer and other information; the behavior pattern record can adopt a data structure mode of set, array, paging, stack or queue, etc., and sequentially records and stores the contents of each call request of the same incoming call number. An intelligent processing unit 12, which mainly receives the behavior pattern record corresponding to the incoming call number from the knowledge management unit 11, and performs weight analysis and sorting of the associated extension set according to the content of the behavior pattern record, and generates an intelligent voice file; because the behavior pattern records at least contain the information of the incoming call number, the called extension record, the incoming call time, the final forwarding and the incoming call times, etc., the required data can be cross-compared and the calculation formula is respectively set according to each screening condition to calculate the multi-mode correlation analysis data, as for the data storage mode and format, there are many feasible modes, for example, the data is calculated according to the number of forwarding times of each extension number in the called extension record divided by the number of incoming calls field, it is assumed that there are three incoming call records in the behavior pattern record of the incoming call number 0912xxx123, wherein the second forwarding is to the same extension, so the content of the called extension record can be recorded in the form (each extension number, the number of forwarded), also can be designed as (Charles,1101, 1; peter,2201,2), adding extension names to make the voice information more clear, recording the content of the incoming call times (3), and displaying the calculation result according to the weight analysis of the associated extension (formula: the switching times of each extension number/the incoming call times): (1101, 0.33; 2201,0.66), two weight values are calculated to be 0.33 and 0.66 respectively (and corresponding extension numbers are recorded at the same time), then weight sorting is carried out to produce contents such as (2201, 0.66; 1101,0.33), and finally, the intelligent voice file is edited and produced according to the weight sorting contents. In this embodiment, the intelligent voice file comprises a set of 3 related extensions set by the user editing unit, a main voice file formed by sorting and combining according to the weights, and a plurality of sets of individual option sub-voice files screened according to the conditional expression.
The voice guidance unit 13 is used for playing the intelligent voice file after receiving the intelligent voice file generated by the intelligent processing unit 12, and performing switching guidance. And transmits the input to the forwarding instruction processing unit 14 for processing of the forwarding extension, and stores the input instruction in the behavior pattern record corresponding to the incoming call number in the knowledge management unit.
And a user editing unit 15, providing an editing setting interface for the user to set the number of associated extension sets and set the forwarding conditions, in a preferred embodiment, the number of associated extension sets is set to 0, which means that the telephone exchange is switched to the best associated extension set meeting the forwarding condition setting without bringing voice guidance, and the associated extension sets with 1 to 3 numbers are set and then are subjected to the associated weight sorting; after the editing is finished, the setting data is stored in the behavior pattern record corresponding to the incoming call number in the knowledge management unit. FIG. 2 presents a schematic block diagram of the steps of the present invention, including the following steps:
step S11: receiving an outside call request, and acquiring an incoming call number of the outside call request;
step S12: judging whether the incoming call number of the external call request is a new incoming call number;
step S13: acquiring a behavior pattern record corresponding to the incoming call number from a database;
step S14: performing multi-mode relevance analysis according to the relevance content recorded by the behavior mode, and sequencing analysis results according to the weight;
step S15: editing and manufacturing an intelligent voice file according to the relevance sorting result;
step S16: playing an intelligent voice file, and performing switching guidance;
step S17: receiving a switching instruction for switching; and
step S18: and updating the behavior pattern record data and storing the behavior pattern record in a database.
Referring to fig. 2A, when the step S12 determines that the incoming call number is a new incoming call number, the following steps are performed: step S121: playing default voice guidance and carrying out manual switching; step S122: receiving a switching instruction for switching; and step S123: and establishing a behavior pattern record of the incoming call number, and storing the behavior pattern record in a database.
Wherein step S14 further includes: judging whether the incoming call number has set automatic switching, if yes, switching the call request to the extension set meeting the switching condition setting, and executing step S18; if not, the process proceeds to step S15.
Wherein the step S16 further includes: inquiring whether other switching is used, if so, playing the sub-voice files with the options to conduct option switching guidance; if not, the process proceeds to step S17.
For convenience of explaining the details of the process of the present invention, the following description is made with reference to fig. 3 and taking an incoming call number 0912xxx123 as an example.
When receiving the external call request, the incoming call number 0912xxx123 is obtained, and it is determined whether the incoming call number is already established, and if the incoming call number 0912xxx123 is the first-time dialing representative number, the new incoming call number processing step shown in fig. 2A is performed, that is, the step S121 is performed: playing default voice guidance and carrying out manual switching; step S122: receiving a switching instruction for switching; and step S123: and establishing a behavior pattern record of the incoming call number, and storing the behavior pattern record in a database. The behavior pattern record at least includes the relevance information of the incoming call number, the called extension record, the incoming call time, the final switching and the incoming call times, and the like, and the data storage mode and format have various feasible modes, which are not discussed and described herein.
When the incoming call number 0912xxx123 dials the representative number again, the process judges that the telephone number 0912xxx123 has set a behavior pattern record, so that the behavior record corresponding to 0912xxx123 is obtained from the database, multi-mode relevance analysis is performed according to the relevance content of the behavior pattern record, and the analysis results are sorted according to the weight. Assuming that Charles is found in 1101 as the extension telephone number 0912xxx123 which is called by the previous call, the content record format of the called extension telephone record in the behavior pattern record is in the form of (Charles,1101,1) (name of person, each extension telephone number, number of times of being forwarded), the content of the incoming telephone number in the behavior pattern record is recorded and recorded (1), and the calculation result is presented according to the weight analysis (self-defined formula, for example: number of times of forwarding/number of times of incoming call of each extension telephone) of the associated extension telephone: (1101,1), a weight value of 1 is calculated (since only 1 call record exists at present, the weight value is only 1), and then weight sorting is carried out to yield the content of (Charles,1101,1), for example; then, it is determined whether the user of the incoming call number has the function of setting automatic forwarding in the user editing interface (without entering an intelligent voice file, when dialing the switchboard, the incoming call number is automatically forwarded to the best associated extension set meeting the forwarding condition setting, which will be described in detail later together with the option string), if the user of the incoming call number does not set the automatic forwarding function, the user will edit and create the weight-ordered voice (i.e. the intelligent voice file) of the associated extension set according to the weight-ordered content (Charles,1101,1), and further add the greeting or other guided free voice content, and play the intelligent voice file (step S16), for example: "do you want to find Charles extension 1101? If the call request is in line with the forwarding requirement, the call request is forwarded 1101 to the extension (step S17), and finally the content of the relevance information of the call request is updated to the corresponding behavior pattern record in the database, such as updating the detailed relevance information of the called extension record, the incoming call time, the last forwarding and incoming call times, etc., so as to accumulate the big data. If the smart audio file is played (step S16), for example: "do you want to find Charles extension 1101? "if the current forwarding requirement is not met, then proceed to the option string flow of fig. 4, first, step S22 will ask if other options are selected for forwarding? If yes, the user will take out the option string voice for selection according to the default option of the system or the automatic switching condition set by the user via the user editing interface, such as several groups of individual option sub-voice files screened according to the condition in the figure, such as [ switch according to fixed call ], [ switch according to common use ], [ switch according to last call ], [ switch according to longest call ], [ switch according to shortest call ], these individual option sub-voice files are integrated into the whole option string voice, when the user selects the switching condition, the call request is directly switched to the selected condition extension (step S17), and finally the related information content of the call request is updated to the corresponding behavior pattern record in the database.
If the same incoming call number 0912xxx123 dials the representative number again, the above procedure is performed again, because the content of the relevance information recorded in the behavior pattern changes with each call request, the content of the intelligent voice file generated in each call request is different, that is, each incoming call generates different intelligent voice files to play different voice prompts due to different relevance analysis results because of the increase of the behavior pattern data, for example, the content of the current weight ranking output which may be (Peter,2101, 0.66; Charles,1101,0.33), and the schematic mode of the intelligent voice file please refer to fig. 5 at the same time; then the smart voice file will play: [ do you want to find the Peter extension 2101? And the voice switchboard of the traditional system is played instead of switching on every time (the voice contents are all the same) to carry out the voice switching process with long system.
In this example, the number of the sequencing associated extensions of the intelligent voice file is 3, and if the number exceeds 3 extension options, the voice time is long and the meaning of intelligent switching is lost, so that the user can set the number of the associated extensions (1-3) through the user editing interface, and the intelligent voice file generates a corresponding number of voice sequencing guides according to the setting of the user editing interface. If the number of the associated extensions is set to 0, this embodiment means that the telephone exchange is switched to the best associated extension (the extension with the first order of the associated sequence of extensions) meeting the switching condition setting automatically without bringing voice guidance when the telephone exchange is switched on.
According to the technical contents disclosed by the invention, the intelligent switching method can be used for automatically generating an intelligent voice file suitable for a call request according to the behavior pattern analysis of the incoming call number when the incoming call request is received, and guiding the user to quickly switch to the associated extension set The system and method of the extension set, through the accumulation of big data, the utilization of the correlation analysis will be closer to the real switching requirement.
Those skilled in the art will appreciate that variations may be implemented by those skilled in the art in combination with the prior art and the above-described embodiments, and will not be described herein in detail. Such variations do not affect the essence of the present invention and are not described herein.
The above description is of the preferred embodiment of the invention. It is to be understood that the invention is not limited to the particular embodiments described above, in that devices and structures not described in detail are understood to be implemented in a manner common in the art; those skilled in the art can make many possible variations and modifications to the disclosed embodiments, or modify equivalent embodiments to equivalent variations, without departing from the spirit of the invention, using the methods and techniques disclosed above. Therefore, any simple modification, equivalent change and modification made to the above embodiments according to the technical essence of the present invention are still within the scope of the protection of the technical solution of the present invention, unless the contents of the technical solution of the present invention are departed.
Claims (10)
1. A system for intelligently switching extension sets, comprising:
the knowledge management unit is used for storing necessary relevance information of each communication request and generating a behavior pattern record corresponding to the incoming call number;
the intelligent processing unit is connected with the knowledge management unit and used for acquiring a behavior pattern record corresponding to the incoming call number from the knowledge management unit, carrying out multi-mode relevance analysis according to the behavior pattern record, sequencing analysis results according to the weight and generating at least one intelligent voice file, wherein the intelligent voice file comprises a main voice file formed by sequencing and combining a group of preset number of associated extensions according to the weight and a plurality of individual option sub-voice files screened according to a conditional expression;
the voice guide unit is connected with the intelligent processing unit and used for playing the intelligent voice file and carrying out switching guide;
the switching instruction processing unit is respectively connected with the voice guide unit and the knowledge management unit and is used for receiving the input instruction of the voice guide unit, carrying out switching processing, updating the behavior pattern recording content and storing the behavior pattern recording content in the knowledge management unit;
and a user editing unit connected with the knowledge management unit and used for providing an editing and setting interface for a user to set the number of the associated extension sets and set the switching conditions, and storing the setting data in the behavior pattern record corresponding to the incoming call number in the knowledge management unit;
the behavior pattern record at least comprises an incoming call number, a called extension record, incoming call time, conversation time and final switching information; the content of the behavior pattern record adopts a data structure mode of set, array, paging, stack or queue, and sequentially records and stores the necessary relevance information of each call request of the same incoming call number.
2. The system of claim 1, wherein the intelligent processing unit further comprises a voice editor, the voice editor editing the voice content according to the results of the analysis and sorting of the associated extension weights, and generating at least one intelligent voice file.
3. The system of claim 1, wherein the number of associated extensions of the primary voice file is set by a user editing unit.
4. The system of intelligent transit extensions of claim 1, wherein the number of associated extensions is 0-3.
5. A method for intelligently switching extension is characterized by comprising the following steps:
step A, receiving an external call request, and acquiring an incoming call number of the external call request;
step B, judging whether the calling number of the external line call request is a new calling number;
step C, acquiring a behavior pattern record corresponding to the incoming call number from a database;
the content of the behavior pattern record at least comprises an incoming call number, a called extension record, incoming call time, call time and final switching information; the content of the behavior pattern record adopts a data structure mode of set, array, paging, stack or queue, and sequentially records and stores the necessary relevance information of each call request of the same incoming call number;
step D, performing multi-mode relevance analysis according to the relevance content recorded by the behavior mode, and sequencing the analysis result according to the weight;
step E, editing and manufacturing an intelligent voice file according to the relevance sorting result, wherein the intelligent voice file comprises a main voice file formed by sorting and combining a predetermined number of relevance extensions according to weights, and a plurality of individual option sub-voice files screened according to a conditional expression;
step F, playing the intelligent voice file, and performing switching guidance;
step G, receiving a switching instruction for switching; and
and step H, updating the behavior pattern record data and storing the behavior pattern record in a database.
6. The method according to claim 5, wherein if the incoming call number of the outside call request is determined to be a new incoming call number in step B, the following steps are performed:
step B1, playing default voice guidance and carrying out manual switching;
step B2, receiving a switching instruction for switching;
step B3, the behavior pattern record of the incoming call number is established and stored in the database.
7. The method of intelligent transit extension of claim 5, step D further comprising:
step D1, judging whether the incoming call number has set automatic switching, if yes, switching the call request to the extension set meeting the switching condition, and proceeding step H; if not, go to step E.
8. The method of claim 5, wherein the number of associated extensions of the primary voice file is set by a user editing unit.
9. The method of claim 8, wherein the number of associated extensions is 0-3.
10. The method for intelligent switching of extensions according to any of the claims 5, wherein step F further comprises:
step F1, inquiring whether to switch over by other switching, if yes, carrying out step F2; if not, performing the step G;
step F2, playing the sub-voice files of the individual options for conducting the option forwarding guidance.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| TW107127343A TWI692239B (en) | 2018-08-07 | 2018-08-07 | System and method for intelligent transfer extension number |
| TW107127343 | 2018-08-07 |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN109600527A CN109600527A (en) | 2019-04-09 |
| CN109600527B true CN109600527B (en) | 2021-06-01 |
Family
ID=65958052
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201811220475.6A Active CN109600527B (en) | 2018-08-07 | 2018-10-19 | System and method for intelligently switching extension |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN109600527B (en) |
| TW (1) | TWI692239B (en) |
Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1867006A (en) * | 2006-04-29 | 2006-11-22 | 山东天辉科技有限公司 | Method for instantly getting extension telephone by recalling group telephone exchange |
| CN101057484A (en) * | 2004-11-11 | 2007-10-17 | 极光投资公司 | Method for establishing a call |
| CN103647884A (en) * | 2013-11-26 | 2014-03-19 | 四川智爱电子信息科技有限责任公司 | System and method for traffic scheduling based on intelligent terminal APP |
| CN104125352A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | Voice forecasting linkage method and system based on call requirements |
| CN104702805A (en) * | 2013-12-06 | 2015-06-10 | 无锡韩光电器有限公司 | Call forwarding method and device |
| US9609126B2 (en) * | 2015-05-11 | 2017-03-28 | Paypal, Inc. | User device detection and integration for an IVR system |
| CN107968892A (en) * | 2016-10-19 | 2018-04-27 | 阿里巴巴集团控股有限公司 | Extension distribution method and device applied to instant messaging application |
Family Cites Families (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| TW477506U (en) * | 2000-09-22 | 2002-02-21 | Hivocal Technologies Co Ltd | Integrated structure of intelligent switching exchange system |
| TWI243578B (en) * | 2004-03-30 | 2005-11-11 | Tien-Hwa Ho | Method and the device for combining a computer network with a telephone extension to automatically switch and display the message of incoming call |
| CN100586136C (en) * | 2005-05-08 | 2010-01-27 | 何天华 | Automatic display method and system for incoming message switched by extension telephone |
| CN101031003A (en) * | 2007-01-30 | 2007-09-05 | 冯希宁 | Method for setting guide phrase in intelligent switchboard |
| CN102595254B (en) * | 2011-01-11 | 2015-03-11 | 台北科技大学 | Method for directly transferring outside calling back to original outside number extension set by telephone exchange |
| TWI418206B (en) * | 2011-01-27 | 2013-12-01 | Univ St Johns | Automatic call transfer system and method allowing online editing |
| US9088656B2 (en) * | 2012-12-12 | 2015-07-21 | Genesys Telecommunications Laboratories, Inc. | System and method for access number distribution in a contact center |
| TWM477506U (en) * | 2013-12-05 | 2014-05-01 | shi-guang Chen | Ceiling fan with light source |
| CN106791233B (en) * | 2015-11-23 | 2019-10-22 | 阿里巴巴集团控股有限公司 | It is a kind of for providing the method and IVR system of IVR service procedure |
-
2018
- 2018-08-07 TW TW107127343A patent/TWI692239B/en active
- 2018-10-19 CN CN201811220475.6A patent/CN109600527B/en active Active
Patent Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101057484A (en) * | 2004-11-11 | 2007-10-17 | 极光投资公司 | Method for establishing a call |
| CN1867006A (en) * | 2006-04-29 | 2006-11-22 | 山东天辉科技有限公司 | Method for instantly getting extension telephone by recalling group telephone exchange |
| CN103647884A (en) * | 2013-11-26 | 2014-03-19 | 四川智爱电子信息科技有限责任公司 | System and method for traffic scheduling based on intelligent terminal APP |
| CN104702805A (en) * | 2013-12-06 | 2015-06-10 | 无锡韩光电器有限公司 | Call forwarding method and device |
| CN104125352A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | Voice forecasting linkage method and system based on call requirements |
| US9609126B2 (en) * | 2015-05-11 | 2017-03-28 | Paypal, Inc. | User device detection and integration for an IVR system |
| CN107968892A (en) * | 2016-10-19 | 2018-04-27 | 阿里巴巴集团控股有限公司 | Extension distribution method and device applied to instant messaging application |
Also Published As
| Publication number | Publication date |
|---|---|
| TWI692239B (en) | 2020-04-21 |
| TW202008767A (en) | 2020-02-16 |
| CN109600527A (en) | 2019-04-09 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CA2412950C (en) | Method of providing a user interface for audio telecommunications systems | |
| JP4785722B2 (en) | Method, system, and program for managing items in a voice mailbox for at least one user (Internet telephone voice mail management) | |
| US8346539B2 (en) | System and method for indexing voice mail messages by speaker | |
| EP0633682B1 (en) | Audio data processing | |
| US7492874B2 (en) | Dynamic interactive voice architecture | |
| JPH0876964A (en) | Audio-response system | |
| US7965829B2 (en) | Subscriber alterable call transfer service | |
| CN112188017A (en) | Information interaction method, information interaction system, processing equipment and storage medium | |
| KR20060012601A (en) | System and method for automated customer feedback | |
| CN106603792A (en) | Number search device | |
| CN103443810B (en) | Operator evaluates assisting system and operator evaluates support method | |
| CN109600527B (en) | System and method for intelligently switching extension | |
| KR101399581B1 (en) | System, method and computer readable recording medium for providing auto response by participation of teller | |
| KR100977001B1 (en) | Automated response system for providing guidance classified by customer | |
| CN101141526B (en) | Method of implementing voice navigation | |
| JP2002171335A (en) | Communication equipment, caller information display method therefor and recording medium recording caller information display program | |
| US7221743B2 (en) | Resetting sent information | |
| JP2006222603A (en) | Interactive voice response | |
| US20060093103A1 (en) | Technique for generating and accessing organized information through an information assistance service | |
| CN102469218A (en) | Customer service automation method and system | |
| WO2002046872A2 (en) | Automated call center monitoring system | |
| JP2009290532A (en) | Call receiving system, call receiving method and call receiving program | |
| US20230410799A1 (en) | Voice Message and Interactive Voice Response Processing System and Method | |
| JP5007913B2 (en) | Call voice data providing system with metadata, method, program, server, and portable terminal | |
| KR100601785B1 (en) | Multi-channel CID appartus and used customer control system and customer controling method thereof |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |