CN110191243A - Method, system, electronic equipment and the medium of interactive voice response - Google Patents
Method, system, electronic equipment and the medium of interactive voice response Download PDFInfo
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- CN110191243A CN110191243A CN201910542371.5A CN201910542371A CN110191243A CN 110191243 A CN110191243 A CN 110191243A CN 201910542371 A CN201910542371 A CN 201910542371A CN 110191243 A CN110191243 A CN 110191243A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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Abstract
The invention discloses the method for interactive voice response, system, electronic equipment and media, and wherein method obtains the number of external user the following steps are included: when external user incoming call；It whether there is intended extension according to the number inquiry of external user, if so, external user casting clawback guidance information；After external user broadcasts clawback guidance information, judge whether external user gates intended extension in the second preset time, if so, accessing intended extension for external user.The present invention increases the clawback guidance information for guiding external user gating intended extension in IVR voice menu, according to the number inquiry intended extension of external user, and inquire external user casting clawback guidance information after intended extension, external user is facilitated to realize clawback purpose, user time is saved, user experience is promoted.
Description
Technical field
The invention belongs to IVR (interactive voice response) technical field more particularly to a kind of sides of interactive voice response
Method, system, electronic equipment and medium.
Background technique
IVR technology has been used widely.IVR system frequently includes ivr server and multiple extension sets.Work as external user
When initiating to call to IVR system, ivr server will turn on the incoming call of external user, and outside according to preset IVR voice menu
Portion user broadcasts speech prompt information, such as " selection A service, please by 1#；B service is selected, please by 2#；... manual service is asked
By 9# ".External user inputs corresponding key, and the key inputted according to external user is external user connection by ivr server
Corresponding service, or the extension set for the not specific manual service of external user connection.
In practical applications, the case where being also frequently present the call extension external user of IVR system.Outside call extension
When user, it is shown that the number of ivr server exchange, will not show the number of extension set.If outside the call extension of IVR system
Portion user, but external user is not answered in time.When external user clawback, ivr server will turn on coming for external user
Electricity, and speech prompt information is broadcasted according to preset IVR voice menu external user.External user can not inquire former calling
Extension set, effective communication can not be established, the purpose of clawback cannot achieve.
Summary of the invention
The technical problem to be solved by the present invention is to overcome in the prior art, when external user misses the extension set of IVR system
When calling and then being called back, it is not turned on the defect of the extension set of former calling, a kind of method of interactive voice response is provided, is
System, electronic equipment and medium.
The present invention solves above-mentioned technical problem by the following technical programs:
The present invention provides a kind of method of interactive voice response, and IVR voice menu includes clawback guidance information, and clawback draws
Information is led for guiding external user to gate intended extension, intended extension is outside once calling in the first preset time range
The extension set of portion user；
Method the following steps are included:
When the external user incoming call, the number of external user is obtained；
It whether there is intended extension according to the number inquiry of external user, if so, external user casting clawback guidance
Information；
After external user broadcasts clawback guidance information, judge whether external user gates mesh in the second preset time
Extension set is marked, if so, accessing intended extension for external user.
Preferably, intended extension is the extension set for once calling external user and access failure in the first preset time range
At the latest one of middle time.
Preferably, clawback guidance information includes a template part and a part to be inserted；
External user casting clawback guidance information the step of include:
The information of intended extension is inserted wait insert partially to form the clawback guidance information of update, then external user
Broadcast the clawback guidance information updated.
Preferably, IVR voice menu further includes a plurality of guide service information, each guide service information respectively corresponds one
Item service, guide service information is for guiding external user to select corresponding service；
The step of intended extension then whether there is according to the number inquiry of external user further include: if it is not, then according to outside
The number inquiry target key of user, the key that target key was once clicked for the selection service of external user the last time, or,
Target key be external user in third preset time range for selecting corresponding service and once number of clicks is most
Key；Guide service information corresponding with target key is promoted to the first cis-position of IVR voice menu to form the IVR of update
Voice menu, the IVR voice menu that then external user casting updates.
Preferably, method is further comprising the steps of:
The time of the key that external user is clicked and external user click keys is recorded, and is connect according to key for external user
Enter service corresponding with key.
The present invention also provides a kind of system of interactive voice response, IVR voice menu includes clawback guidance information, clawback
For guidance information for guiding external user to gate intended extension, intended extension is once to call in the first preset time range
The extension set of the number of external user；
System includes external number acquiring unit, extension set query unit, voice broadcast unit, extension set access unit；
External number acquiring unit is for obtaining the number of external user in the external user incoming call；
Extension set query unit is used to whether there is intended extension according to the number inquiry of external user, if so, voice is broadcast
Declaration form member is for external user casting clawback guidance information；
After voice broadcast unit external user broadcasts clawback guidance information, extension set access unit is for judging external use
Whether family gates intended extension in the second preset time, if so, extension set access unit is also used to access mesh for external user
Mark extension set.
Preferably, intended extension is the extension set for once calling external user and access failure in the first preset time range
At the latest one of middle time.
Preferably, clawback guidance information includes a template part and a part to be inserted；System further includes updating menu list
Member；
Updating menu unit is used to insert the information of intended extension the clawback guidance letter that update is formed wait insert part
Breath, voice broadcast unit are also used to the clawback guidance information that external user casting updates.
Preferably, IVR voice menu further includes a plurality of guide service information, each guide service information respectively corresponds one
Item service, guide service information is for guiding external user to select corresponding service；System further includes key query unit, menu
Updating unit；
If extension set query unit is no, key with the presence or absence of the result of intended extension according to the number inquiry of external user
Query unit is used for the number inquiry target key according to external user, and target key is the selection service of external user the last time
The key once clicked, or, target key is that external user is used to select corresponding service in third preset time range
And the once most key of number of clicks；
Updating menu unit is used to guide service information corresponding with target key being promoted to the first of IVR voice menu
Cis-position is to form the IVR voice menu of update；
Voice broadcast unit is also used to the IVR voice menu that external user casting updates.
Preferably, system further includes record of keys unit, service access unit；
Record of keys unit is used to record the key of external user click and the time of external user click keys；
It is that external user accesses service corresponding with key that access unit, which is serviced, according to key.
The present invention also provides a kind of electronic equipment, including memory, processor and storage on a memory and can handled
The computer program run on device, the processor realize interactive voice response of the invention when executing the computer program
Method.
The present invention also provides a kind of computer readable storage mediums, are stored thereon with computer program, the computer journey
The step of method of interactive voice response of the invention is realized when sequence is executed by processor.
The positive effect of the present invention is that: the present invention increases in IVR voice menu for guiding external user to select
The clawback guidance information of logical intended extension, according to the number inquiry intended extension of external user, and it is backward to inquire intended extension
External user casting clawback guidance information, facilitates external user to realize clawback purpose, saves user time, promote user experience.
Detailed description of the invention
Fig. 1 is the structural schematic diagram of the system of the interactive voice response of the embodiment of the present invention 1.
Fig. 2 is the flow chart of the method for the interactive voice response of the embodiment of the present invention 1.
Fig. 3 is the structural schematic diagram of the electronic equipment of the embodiment of the present invention 2.
Specific embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to the reality
It applies among a range.
Embodiment 1
The present embodiment provides a kind of systems of interactive voice response, and referring to Fig.1, the system of interactive voice response includes
Multiple extension sets such as ivr server 11, interface server 12, database 13 and the first extension set 14, the second extension set 15.The interaction
The system of formula voice answer-back further includes external number acquiring unit 101, extension set query unit 102, voice broadcast unit 103, divides
Machine access unit 104.External number acquiring unit 101, extension set query unit 102, voice broadcast unit 103, extension set access are single
Member 104 is embedded in ivr server 11.In the present embodiment, IVR voice menu includes clawback guidance information, clawback guidance letter
For breath for guiding external user to gate intended extension, intended extension is that external use was once called in the first preset time range
The extension set of the number at family.External number acquiring unit 101 is for obtaining the number of external user in the external user incoming call.
Extension set query unit 102 is used to whether there is intended extension according to the number inquiry of external user, if (there is target point
Machine), then voice broadcast unit 103 is for external user casting clawback guidance information.It is used in voice broadcast unit 103 to outside
After family casting clawback guidance information, extension set access unit 104 is for judging whether external user gates in the second preset time
Intended extension, if (i.e. external user is in the second preset time internal gating intended extension), then extension set access unit 104 is also used
In for external user access intended extension.Second preset time is waited after external user has broadcasted clawback guidance information
The reasonable time range of external user key response, second preset time are those skilled in the art according in IVR system
Wait the time of external user key response that can rationally be arranged.
Assuming that call outside user when extension set first 14 Mr. Yu on May 1,15, final external user do not answer first point
The calling of machine 14, ivr server 11 by the information (for example, number of extension set first) of the first extension set 14, external user number,
The information such as the time of calling and on-state (this calling is " access failure " state) are stored by interface server 12 to data
Library 13.Assuming that the second extension set 15 calls the external user when on the same day 16, and the external user has answered the second extension set 15
Calling, ivr server 11 by the information (for example, number of extension set second) of the second extension set 15, external user number, calling
The information such as time and on-state (this calling is " answering " state) are stored by interface server 12 to database 13.
When external user is in the same day 16,15 when dividing missed call when seeing 15, is called back.When exhaling for external user
It calls up to after ivr server 11, external number acquiring unit 101 is the number for obtaining external user.Then, extension set query unit
102 are inquired from database 13 by interface server 12 with the presence or absence of intended extension, target point according to the number of external user
Machine is the extension set that external user was once called in the first preset time range.In the present embodiment, the first preset time model
It encloses for from the time of external user initiates to call back, until within 24 hours before this.As a kind of preferable embodiment, mesh
Mark extension set is that the time was once called in the number of external user and the extension set of access failure in the first preset time range at the latest
One, specific in the present embodiment, (in other optional embodiments, intended extension is the to as the first extension set 14
One of time in the extension set of external user at the latest, i.e. extension set second were once called in one preset time range).
In the present embodiment, clawback guidance information includes a template part and a part to be inserted.For example, clawback guidance letter
Breath is " you are good, and inquiring you has a logical missed call from [X], and connecting [X] please press the # key ", wherein " [X] " is wait insert
Part, rest part are template part.The system of the interactive voice response of the present embodiment further includes updating menu unit 105.
Updating menu unit 105 is embedded in ivr server 11, and updating menu unit 105 is for inserting the information of intended extension wait fill out
Enter part to form the clawback guidance information of update.After it is intended extension that extension set query unit 102, which inquires extension set first, dish
The information of extension set first is inserted that " you are good, looks into wait insert clawback guidance information of the part to form update by single updating unit 105
Asking you has a logical missed call from extension set first, and connecting extension set first please press the # key ".
Next, the clawback guidance information that the casting of 103 external user of voice broadcast unit updates.It is optional real at other
It applies in mode, clawback guidance information is only fixed content, for example, " you are good, and inquiring you has a logical missed call, and connection is asked
It presses the # key ".
Broadcasting IVR voice menu further includes a plurality of guide service information.In a plurality of guide service information, each service is drawn
It leads information and respectively corresponds a service, guide service information is for guiding external user to select corresponding service.For example, first
Guide service information is that " selection A service, please by 1# ", Article 2 guide service information is " selection B service, please by 2# ", third
Guide service information is " selection C service, please by 3# ".
After having broadcasted the clawback guidance information of update, the continuation of voice broadcast unit 103 is broadcast one by one according to preset sequence
Report each guide service information: " selection A service, please by 1#；B service is selected, please by 2#；Select C service, please by
3#……".If external user directly presses the # key during casting, then ivr server 11 stops voice broadcast unit 103
Casting, extension set access unit 104 be external user access intended extension extension set first so that external user does not connect with this
The caller of incoming call gets in touch, and realizes clawback purpose.
If external user never calls back, but calls the general number of the ivr server 11 at 3 days 10 May.
Because missed call when 1 day 15 May has had exceeded the first preset time range, extension set query unit 102 is looked into
It askes with the presence or absence of intended extension the result is that "No".At this point, the system of the interactive voice response of the present embodiment no longer will be external
This calling of user is considered as " clawback ", but is considered as to obtain the calling that service carries out.Then voice broadcast unit 103 is not broadcast
Report clawback guidance information, but broadcast the also included a plurality of guide service information of IVR voice menu.A plurality of guide service information
In, each guide service information respectively corresponds a service, and guide service information is corresponding for guiding external user selection
Service.For example, first guide service information is that " selection A service, please by 1# ", Article 2 guide service information is " selection B clothes
Business, please by 2# ", Article 3 guide service information is " selection C service, please by 3# ".
In other optional embodiments, voice broadcast unit 103 is broadcasted each according to preset sequence one by one and is taken
Business guidance information: " selection A service, please by 1#；B service is selected, please by 2#；C service is selected, please by 3# ... ".If broadcasting
During report, external user carries out button operation, then ivr server 11 stops the casting of voice broadcast unit 103, according to outside
The key of user provides corresponding service for external user.
And as a kind of preferred embodiment, a kind of more humane embodiment is given in the present embodiment.This implementation
The system of the interactive voice response of example further includes key query unit 106.If whether the inquiry inquiry of extension set query unit 102 deposits
In intended extension the result is that "No", then key query unit 106 is according to the number inquiry target key of external user.In this reality
It applies in example, the key that target key is clicked by the selection service of external user the last time.That is, the interactive language of the present embodiment
The system of sound response further includes record of keys unit 107, is selection service accordingly for external user each time and carries out
Button operation, record of keys unit 107 are all stored the time of the information of key, key to database by interface server 12
13, for inquiring and counting.Assuming that key query unit 106 is inquired from database 13 by interface server 12 obtains outside
The key of user's the last time is " 3 ", and updating menu unit 105 then proposes guide service information corresponding with target key " 3 "
The first cis-position of IVR voice menu is risen to form the IVR voice menu of update.In the present embodiment, the IVR voice dish of update
It is single are as follows: " selection C service, please by 3#；A service is selected, please by 1#；B service is selected, please by 2#；... " remaining guide service
Relative ranks between information do not change in the IVR voice menu of update.Then, voice broadcast unit 103 is outside
Portion user broadcasts the IVR voice menu updated.
In other optional embodiments, target key is that external user is used to select in third preset time range
Corresponding service and the most key of number of clicks.Third preset time range be from external user initiate call at the time of,
To 30 days before this.
External user is when obtaining service by existing IVR system, because the voice menu of existing IVR system is solid
Fixed sequence, so, user, which generally requires to wait, for a long time can just hear oneself desired service.And the interactive language of the present embodiment
The service of service or most frequent selection that the system of sound response was selected according to external user the last time adjusts IVR voice menu
In guide service information sequence, it is possible to reduce the waiting time of external user, reduce communication line holding time, improve effect
Rate promotes the experience of user.
During the casting of the IVR voice menu of update, if external user clicks corresponding key, key note
The time that unit 107 records the key that external user is clicked and external user click keys is recorded, services access unit 108 according to this
Key is that external user accesses service corresponding with key.
The present embodiment also provides a kind of method of interactive voice response, and this method uses the interactive voice of the present embodiment
The system of response is realized.Referring to Fig. 2, the method for the interactive voice response the following steps are included:
Step S201, when external user incoming call, the number of external user is obtained.
Step S202, intended extension whether there is according to the number inquiry of external user, if so, thening follow the steps S203；
If it is not, thening follow the steps S205.
Step S203, external user casting clawback guidance information.
Step S204, judge whether external user gates intended extension in the second preset time, if so, using to be external
Intended extension is accessed at family, then executes step S207.
It step S205, will guide service letter corresponding with target key according to the number inquiry target key of external user
Breath is promoted to the first cis-position of IVR voice menu to form the IVR voice menu of update, and then external user casting updates
IVR voice menu.
Step S206, the time of record the external user key clicked and external user click keys, and be according to key
External user accesses service corresponding with key, then executes step S207.
Step S207, terminate.
Assuming that call outside user when extension set first 14 Mr. Yu on May 1,15, final external user do not answer first point
The calling of machine 14, ivr server 11 by the information (for example, number of extension set first) of the first extension set 14, external user number,
The information such as the time of calling and on-state (this calling is " access failure " state) are stored by interface server 12 to data
Library 13.Assuming that the second extension set 15 calls the external user when on the same day 16, and the external user has answered the second extension set 15
Calling, ivr server 11 by the information (for example, number of extension set second) of the second extension set 15, external user number, calling
The information such as time and on-state (this calling is " answering " state) are stored by interface server 12 to database 13.
When external user is in the same day 16,15 when dividing missed call when seeing 15, is called back.In step s 201, when
After the calling of external user reaches ivr server 11, external number acquiring unit 101 obtains the number of external user.Then, exist
In step S202, extension set query unit 102 is inquired from database 13 according to the number of external user by interface server 12
With the presence or absence of intended extension, intended extension is the extension set that external user was once called in the first preset time range.At this
In embodiment, the first preset time range is from the time of external user initiates to call back, until within 24 hours before this.Make
For a kind of preferable embodiment, intended extension be once called in the first preset time range external user number and
Time at the latest one in the extension set of access failure, specific in the present embodiment, as the first extension set 14 (optional is implemented at other
In mode, intended extension be in the extension set for once calling external user in the first preset time range the time at the latest one
It is a, i.e. extension set second).
In the present embodiment, clawback guidance information includes a template part and a part to be inserted.For example, clawback guidance letter
Breath is " you are good, and inquiring you has a logical missed call from [X], and connecting [X] please press the # key ", wherein " [X] " is wait insert
Part, rest part are template part.Updating menu unit 105 is used to insert the information of intended extension wait insert part with shape
At the clawback guidance information of update.After it is intended extension that extension set query unit 102, which inquires extension set first, in step S203
In, updating menu unit 105 inserts the information of extension set first wait insert part to form clawback guidance information " you of update
Good, inquiring you has a logical missed call from extension set first, and connecting extension set first please press the # key ".
Next, in step S203, the clawback guidance information of 103 external user of voice broadcast unit casting update.
In other optional embodiments, clawback guidance information is only fixed content, for example, " you are good, and inquiring you has one to lead to not
Electricity is fetched, connection please press the # key ".
Broadcasting IVR voice menu further includes a plurality of guide service information.In a plurality of guide service information, each service is drawn
It leads information and respectively corresponds a service, guide service information is for guiding external user to select corresponding service.For example, first
Guide service information is that " selection A service, please by 1# ", Article 2 guide service information is " selection B service, please by 2# ", third
Guide service information is " selection C service, please by 3# ".
After having broadcasted the clawback guidance information of update, the continuation of voice broadcast unit 103 is broadcast one by one according to preset sequence
Report each guide service information: " selection A service, please by 1#；B service is selected, please by 2#；Select C service, please by
3#……".If external user directly presses the # key during casting, i.e., judge external user second in step S204
The result whether gated in preset time is "Yes", then then ivr server 11 stops broadcasting for voice broadcast unit 103 to intended extension
Report, extension set access unit 104 is that external user accesses intended extension extension set first, so that external user and the missed call
Caller get in touch, realize clawback purpose.It is finished to external user calling, thens follow the steps S207, this operation terminates.
If external user never calls back, but calls the general number of the ivr server 11 at 3 days 10 May.
Because missed call when 1 day 15 May has had exceeded the first preset time range, extension set query unit 102 is looked into
It askes with the presence or absence of intended extension the result is that "No".At this point, the system of the interactive voice response of the present embodiment no longer will be external
This calling of user is considered as " clawback ", but is considered as to obtain the calling that service carries out.Then voice broadcast unit 103 is not broadcast
Report clawback guidance information, but broadcast the also included a plurality of guide service information of IVR voice menu.A plurality of guide service information
In, each guide service information respectively corresponds a service, and guide service information is corresponding for guiding external user selection
Service.For example, first guide service information is that " selection A service, please by 1# ", Article 2 guide service information is " selection B clothes
Business, please by 2# ", Article 3 guide service information is " selection C service, please by 3# ".
In other optional embodiments, voice broadcast unit 103 is broadcasted each according to preset sequence one by one and is taken
Business guidance information: " selection A service, please by 1#；B service is selected, please by 2#；C service is selected, please by 3# ... ".If broadcasting
During report, external user carries out button operation, then ivr server 11 stops the casting of voice broadcast unit 103, according to outside
The key of user provides corresponding service for external user.
And as a kind of preferred embodiment, a kind of more humane embodiment is given in the present embodiment.If extension set
The inquiry inquiry of query unit 102 is with the presence or absence of intended extension the result is that "No", thens follow the steps S205, key query unit
106 according to the number inquiry target key of external user.In the present embodiment, target key is the selection of external user the last time
Service clicked key.It is the button operation of corresponding service of selection and progress, record of keys for external user each time
Unit 107 is all stored the time of the information of key, key to database 13 by interface server 12, for inquiring and uniting
Meter.Assuming that key query unit 106 is inquired from database 13 by interface server 12 obtains external user the last time
Key is " 3 ", then in step S205, updating menu unit 105 then proposes guide service information corresponding with target key " 3 "
The first cis-position of IVR voice menu is risen to form the IVR voice menu of update.In the present embodiment, the IVR voice dish of update
It is single are as follows: " selection C service, please by 3#；A service is selected, please by 1#；B service is selected, please by 2#；... " remaining guide service
Relative ranks between information do not change in the IVR voice menu of update.Then, voice broadcast unit 103 is outside
Portion user broadcasts the IVR voice menu updated.
In other optional embodiments, target key is that external user is used to select in third preset time range
Corresponding service and the most key of number of clicks.Third preset time range be from external user initiate call at the time of,
To 30 days before this.
External user is when obtaining service by existing IVR system, because the voice menu of existing IVR system is solid
Fixed sequence, so, user, which generally requires to wait, for a long time can just hear oneself desired service.And the interactive language of the present embodiment
The service of service or most frequent selection that the system of sound response was selected according to external user the last time adjusts IVR voice menu
In guide service information sequence, it is possible to reduce the waiting time of external user, reduce communication line holding time, improve effect
Rate promotes the experience of user.
During the casting of the IVR voice menu of update, if external user clicks corresponding key, in step
In S206, record of keys unit 107 records the time of the key that external user is clicked and external user click keys, service access
Unit 108 is that external user accesses service corresponding with key according to the key.It finishes, thens follow the steps to external user calling
S207, this operation terminate.
Embodiment 2
Fig. 3 is the structural schematic diagram of a kind of electronic equipment provided in this embodiment.The electronic equipment includes memory, place
The computer program managing device and storage on a memory and can running on a processor, the processor execute real when described program
The method of the interactive voice response of current embodiment 1.The electronic equipment 30 that Fig. 3 is shown is only an example, should not be to this hair
The function and use scope of bright embodiment bring any restrictions.
As shown in figure 3, electronic equipment 30 can be showed in the form of universal computing device, such as it can set for server
It is standby.The component of electronic equipment 30 can include but is not limited to: at least one above-mentioned processor 31, above-mentioned at least one processor
32, the bus 33 of different system components (including memory 32 and processor 31) is connected.
Bus 33 includes data/address bus, address bus and control bus.
Memory 32 may include volatile memory, such as random access memory (RAM) 321 and/or cache
Memory 322 can further include read-only memory (ROM) 323.
Memory 32 can also include program/utility 325 with one group of (at least one) program module 324, this
The program module 324 of sample includes but is not limited to: operating system, one or more application program, other program modules and journey
It may include the realization of network environment in ordinal number evidence, each of these examples or certain combination.
Processor 31 by operation storage computer program in memory 32, thereby executing various function application and
Data processing, for example, the embodiment of the present invention 1 interactive voice response method.
Electronic equipment 30 can also be communicated with one or more external equipments 34 (such as keyboard, sensing equipment etc.).It is this
Communication can be carried out by input/output (I/O) interface 35.Also, the equipment 30 that model generates can also pass through Network adaptation
Device 36 and one or more network (such as local area network (LAN), wide area network (WAN) and/or public network, such as internet) logical
Letter.As shown, the other modules for the equipment 30 that network adapter 36 is generated by bus 33 and model communicate.It should be understood that
Although not shown in the drawings, the equipment 30 that can be generated with binding model uses other hardware and/or software module, including but unlimited
In: microcode, device driver, redundant processor, external disk drive array, RAID (disk array) system, magnetic tape drive
Device and data backup storage system etc..
It should be noted that although being referred to several units/modules or subelement/mould of electronic equipment in the above detailed description
Block, but it is this division be only exemplary it is not enforceable.In fact, embodiment according to the present invention, is retouched above
The feature and function for two or more units/modules stated can embody in a units/modules.Conversely, above description
A units/modules feature and function can with further division be embodied by multiple units/modules.
Embodiment 3
A kind of computer readable storage medium is present embodiments provided, computer program, described program quilt are stored thereon with
The step of method of the interactive voice response of embodiment 1 is realized when processor executes.
Wherein, what readable storage medium storing program for executing can use more specifically can include but is not limited to: portable disc, hard disk, random
Access memory, read-only memory, erasable programmable read only memory, light storage device, magnetic memory device or above-mentioned times
The suitable combination of meaning.
In possible embodiment, the present invention is also implemented as a kind of form of program product comprising program generation
Code, when described program product is run on the terminal device, said program code is realized in fact for executing the terminal device
The step of applying the method for the interactive voice response of example 1.
Wherein it is possible to be write with any combination of one or more programming languages for executing program of the invention
Code, said program code can be executed fully on a user device, partly execute on a user device, is only as one
Vertical software package executes, part executes on a remote device or executes on a remote device completely on a user device for part.
Although specific embodiments of the present invention have been described above, it will be appreciated by those of skill in the art that these
It is merely illustrative of, protection scope of the present invention is defined by the appended claims.Those skilled in the art is not carrying on the back
Under the premise of from the principle and substance of the present invention, many changes and modifications may be made, but these are changed
Protection scope of the present invention is each fallen with modification.
Claims (12)
1. a kind of method of interactive voice response, which is characterized in that IVR voice menu includes calling back guidance information, and described time
Dial guidance information for guide external user gate intended extension, the intended extension be in the first preset time range once
Called the extension set of the external user；
It the described method comprises the following steps:
When the external user incoming call, the number of the external user is obtained；
It whether there is the intended extension according to the number inquiry of the external user, if so, broadcasting to the external user
The clawback guidance information；
After broadcasting the clawback guidance information to the external user, judge that the external user is in the second preset time
The no gating intended extension, if so, accessing the intended extension for the external user.
2. the method for interactive voice response as described in claim 1, which is characterized in that the intended extension is pre- first
If once calling one of time in the external user and the extension set of access failure at the latest in time range.
3. the method for interactive voice response as claimed in claim 2, which is characterized in that the clawback guidance information includes one
Template part and a part to be inserted；
Include: to the step of external user casting clawback guidance information
The information filling of the intended extension is described wait insert part to form the clawback guidance information of update, then to described
External user broadcasts the clawback guidance information of the update.
4. the method for interactive voice response as described in claim 1, which is characterized in that the IVR voice menu further includes
A plurality of guide service information, guide service information described in each respectively correspond a service, and the guide service information is used for
The external user is guided to select the corresponding service；
Then the number inquiry according to the external user whether there is the step of intended extension further include: if it is not, then
According to the number inquiry target key of the external user, the target key is described in the selection of described external user the last time
The key once clicked is serviced, or, the target key is that the external user is used to select in third preset time range
Select the corresponding service and the once most key of number of clicks；It will the guide service letter corresponding with the target key
Breath is promoted to the first cis-position of the IVR voice menu to form the IVR voice menu of update, then broadcasts to the external user
Report the IVR voice menu of the update.
5. the method for interactive voice response as claimed in claim 4, which is characterized in that the method also includes following steps
It is rapid:
The key and the external user that record the external user click click the time of the key, and according to the key
The service corresponding with the key is accessed for the external user.
6. a kind of system of interactive voice response, which is characterized in that IVR voice menu includes calling back guidance information, and described time
Dial guidance information for guide external user gate intended extension, the intended extension be in the first preset time range once
Called the extension set of the number of the external user；
The system comprises external number acquiring unit, extension set query unit, voice broadcast unit, extension set access units；
The external number acquiring unit is used in the external user incoming call, obtains the number of the external user；
The extension set query unit is used to whether there is the intended extension according to the number inquiry of the external user, if so,
Then the voice broadcast unit is used to broadcast the clawback guidance information to the external user；
After the voice broadcast unit broadcasts the clawback guidance information to the external user, the extension set access unit is used
In judging whether the external user gates the intended extension in the second preset time, if so, extension set access is single
Member is also used to access the intended extension for the external user.
7. the system of interactive voice response as claimed in claim 6, which is characterized in that the intended extension is pre- first
If once calling one of time in the external user and the extension set of access failure at the latest in time range.
8. the system of interactive voice response as claimed in claim 7, which is characterized in that the clawback guidance information includes one
Template part and a part to be inserted；The system also includes updating menu units；
The updating menu unit is used for time for forming update wait insert part of the information filling of the intended extension
Guidance information is dialled, then the voice broadcast unit is used to broadcast the clawback guidance information of the update to the external user.
9. the system of interactive voice response as claimed in claim 6, which is characterized in that the IVR voice menu further includes
A plurality of guide service information, guide service information described in each respectively correspond a service, and the guide service information is used for
The external user is guided to select the corresponding service；The system also includes key query units, updating menu unit；
If result of the extension set query unit according to the number inquiry of the external user with the presence or absence of the intended extension is
No, then the key query unit is used for the number inquiry target key according to the external user, and the target key is institute
State external user the last time select it is described service the key once clicked, or, the target key is the external user
For selecting the corresponding service and the once most key of number of clicks in third preset time range；
The updating menu unit is used to the guide service information corresponding with the target key being promoted to the IVR language
First cis-position of sound menu is to form the IVR voice menu of update；
The voice broadcast unit is also used to broadcast the IVR voice menu of the update to the external user.
10. the system of interactive voice response as claimed in claim 9, which is characterized in that the system also includes key notes
Record unit, service access unit；
The record of keys unit is used to record the key that the external user is clicked and the external user clicks the key
Time；
The service access unit is used to be that the external user accesses the clothes corresponding with the key according to the key
Business.
11. a kind of electronic equipment including memory, processor and stores the calculating that can be run on a memory and on a processor
Machine program, which is characterized in that the processor is realized of any of claims 1-5 when executing the computer program
The method of interactive voice response.
12. a kind of computer readable storage medium, is stored thereon with computer program, which is characterized in that the computer program
The step of method of interactive voice response of any of claims 1-5 is realized when being executed by processor.
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