CN110830417B - Call result acquisition method, system, IVR equipment and computer readable storage medium - Google Patents
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- G10L15/00—Speech recognition
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- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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Abstract
The embodiment of the invention discloses a method and a system for obtaining a call result, IVR equipment and a computer readable storage medium, relating to the technical field of communication. The method comprises the following steps: if a calling request sent by a calling terminal is received, calling the called terminal through an operator network where a voice gateway and the called terminal are located, wherein the calling request carries a communication number of the called terminal; the control media server receives the voice media stream returned by the operator network through the voice gateway according to the call result; controlling the media server to connect with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results; and receiving a call result which is returned by the media server and recognized by the voice recognition engine, and returning the call result to the calling terminal. The embodiment of the invention can improve the accuracy of call result identification.
Description
Technical Field
The embodiment of the invention relates to the field of communication, in particular to a method and a system for acquiring a call result, Interactive Voice Response (IVR) equipment and a computer readable storage medium.
Background
A call center is a customer service system that is built using telecommunications call center technology. An Interactive Voice Response (IVR) device of the call center stores a navigation service process, and when a user dials a uniform access number of the call center through a telephone terminal device, the IVR device can provide Voice navigation service for the user in a Voice mode. The IVR device generally performs playback and number reception for the user by controlling a Media Resource Server (MRS). The user can select the required service content by a key-press mode according to the menu voice prompt of voice played by the IVR equipment, and if the automatic voice playing service can not meet the user requirement, a language system of the call center can provide a key-press-to-manual mode. After the user requests to transfer to manual work, a Computer Telephony Integration (CTI) device of the call center queues according to the service type required by the user, finds an idle seat station with corresponding skills, and guides the speech path of the user into the seat module to serve the user.
The call center can provide service through client incoming call, can also initiate active call to the customer based on the outbound system, after the call is put through, provide service or guidance for the customer based on the IVR equipment, and the IVR equipment can transfer the customer to the seat, so that the customer service at the seat provides service for the customer. After the outbound system calls the customer, the call may or may not be completed. Since the outbound system needs to perform subsequent processing according to the calling result, for the actively called customer number, the outbound system needs to distinguish the calling result, and for the number that is not connected, the type of the reason that is not connected needs to be distinguished, for example: no number exists, the client is powered off, and the client is not in a service area. Currently, the ways of identifying the call result by the outbound system are generally as follows:
the first is to identify the call result in the core network signaling mode of the call for the case of no connection. This method is accurate for part of old core network systems, but for some new core network systems which inform the calling side only by means of announcement when not being switched on, the returned signaling can only inform that the core network system is not switched on, and the reason of the non-switching on cannot be accurately distinguished.
Secondly, for the case of non-connection, part of the system adopts a mode of converting the language of the announcement into a text mode based on speech recognition and then judging the type of the reason of non-connection according to a text keyword. However, since the speech recognition text can only be converted for a single language type at present, and cannot process multiple language types at the same time, in the core network, the language types of the played announcement may be of multiple types according to the difference between the current home position of the calling side and the position of the called side, and therefore, the recognition method also has the problem that the reason of the non-connection cannot be accurately recognized.
Thirdly, for the judgment of whether the called side is a real person to answer under the condition of connection, the identification mode adopted by part of outbound systems is based on the waveform mode matching of special signaling or voice signals, and the mode can be identified for terminals with special connection voice signals such as fax machines, message leaving machines and the like, but the system language mailbox can not be distinguished without the special signaling or voice signals, so that the identification result is possibly inaccurate.
In summary, the existing call result identification method of the outbound system has the problems that the type of the reason of non-connection cannot be accurately identified under the condition of non-connection and whether the called side is answered by a real person or not cannot be accurately judged under the condition of connection.
Disclosure of Invention
In view of the above, embodiments of the present invention provide a method, a system, an IVR device and a computer readable storage medium for obtaining a call result, so as to solve the problems that in a call result identification manner of an existing outbound call system, a cause type of an missed call cannot be accurately identified in the case of missed call, and whether a called side is answered by a real person cannot be accurately determined in the case of answered.
The technical scheme adopted by the invention for solving the technical problems is as follows:
according to an aspect of an embodiment of the present invention, a method for obtaining a call result is provided, where the method includes:
if a calling request sent by a calling terminal is received, calling the called terminal through an operator network where a voice gateway and the called terminal are located, wherein the calling request carries a communication number of the called terminal;
the control media server receives the voice media stream returned by the operator network through the voice gateway according to the call result;
controlling the media server to connect with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results;
and receiving a call result which is returned by the media server and recognized by the voice recognition engine, and returning the call result to the calling terminal.
According to another aspect of the embodiments of the present invention, there is provided a call result obtaining system, including:
the system comprises a call processing unit, a call processing unit and a call processing unit, wherein the call processing unit is used for calling a called terminal through a voice gateway and an operator network where the called terminal is located if receiving a call request sent by the call terminal, and the call request carries a communication number of the called terminal;
a voice receiving control unit, configured to control the media server to receive a voice media stream returned by the operator network via the voice gateway according to the call result;
the voice recognition control unit is used for controlling the media server to be connected with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results;
and the call result acquisition unit is used for receiving the call result which is returned by the media server and identified by the speech recognition engine and returning the call result to the call terminal.
According to another aspect of the embodiments of the present invention, there is provided an IVR device, including a memory, a processor and a computer program stored on the memory and operable on the processor, wherein the computer program, when executed by the processor, implements the steps of the above-mentioned call result obtaining method.
According to still another aspect of the embodiments of the present invention, there is provided a computer-readable storage medium having stored thereon a computer program, which, when executed by a processor, implements the steps of the above-mentioned call result acquisition method.
In the call result obtaining method, the system, the IVR device and the computer readable storage medium provided by the embodiment of the invention, the voice waveform files corresponding to various call results are stored in the voice recognition engine in advance, the media server is controlled by the IVR device to be connected with the voice recognition engine during calling, and the call result is recognized by adopting the mode based on voice waveform matching, so that the accuracy of call result recognition can be improved, and accurate judgment can be carried out on recognition of the type of the reason of not connecting under the condition that the call is not connected or recognition of whether a real person answers under the condition that the call is connected.
Drawings
Fig. 1 is a schematic structural diagram of an outbound system in an embodiment of the present invention.
Fig. 2 is a schematic flow chart illustrating an implementation of the call result obtaining method according to an embodiment of the present invention.
Fig. 3 is a schematic flow chart illustrating an implementation of the call result obtaining method according to the second embodiment of the present invention.
Fig. 4 is a schematic flow chart illustrating an implementation of the call result obtaining method according to the third embodiment of the present invention.
Fig. 5 is a schematic structural diagram of a call result obtaining system according to a fourth embodiment of the present invention.
Fig. 6 is a schematic structural diagram of an IVR device according to the fifth embodiment of the present invention.
The objects, features and advantages of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
In order to make the technical problems, technical solutions and advantageous effects to be solved by the present invention clearer and clearer, the present invention is further described in 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.
Fig. 1 is a schematic structural diagram of an outbound system in an embodiment of the present invention. Only portions related to the embodiments of the present invention are shown for convenience of explanation.
Referring to fig. 1, the outbound system in the embodiment of the present invention includes:
the database 1 is used for storing outbound data, wherein the outbound data comprises but is not limited to outbound task information, outbound sample information, call strategy information and the like.
And the outbound management terminal 2 is used for providing an outbound management interface for an administrator to configure outbound data and writing the outbound data into the database 1. The administrator can also initiate real-time call trial through the outbound management interface, inquire the progress and the result of the call through the outbound management interface, and perform operations such as statistical analysis and the like.
The dialer 3, also called a calling terminal, is used for scanning the outbound task information of the database 1 regularly, if the time of the outbound task arrives and meets other conditions initiated by the outbound task, the outbound sample in the database 1 is obtained, and the filtering and wild goose array of the outbound sample are initiated, the number is ensured to be required for outbound, after the verification is finished, the multi-path outbound is initiated according to the parallel number configured by the outbound task and other control strategies, and a plurality of user numbers are sent to the IVR device 4.
And the IVR equipment 4 is used for recording the calling process and the voice navigation process of the user, and after receiving the outbound request initiated by the dialer 3, initiating a call to the called user number according to the calling process and the voice navigation process and providing voice navigation service for the user.
And the media server 5 is used for providing media processing functions for the IVR equipment 4, including playback, number receiving, recording, conference and voice mode recognition.
The voice recognition engine 6 is used for storing voice waveform files corresponding to various preset call results, including but not limited to sound waveform files of all language types of various announcement sounds and prompt sounds, when the outbound system executes an outbound call, the media server 5 forwards a language media stream of a user to the voice recognition engine, the voice recognition engine collects the language waveform and the sound waveform files in the media stream to perform pattern recognition and matching, a matching result is obtained, the matched announcement type and the matched prompt sound type are obtained according to the matching result, and the types are returned to the media server 5.
The voice gateway 7 is configured to implement access of media signaling and protocols such as voice and video of the operator network 8, implement conversion from the operator network 8 signaling to an internal call Session Initiation Protocol (SIP) signaling of the outbound system, and implement conversion from the operator network 8 media to a Real-time Transport Protocol (RTP) media stream in the outbound system. Because the operator network 8 has a plurality of networks and a plurality of access modes and protocols, the voice gateway 7 needs to be connected with the operator networks 8, support a plurality of protocols, support a plurality of voice video codes, and complete the conversion of the performance of the operator network 8 and the standard signaling and coding from media to the inside of the call center.
Based on the above system configuration, the following embodiments of the present invention are proposed.
Example one
Fig. 2 is a schematic flow chart illustrating an implementation of the call result obtaining method according to an embodiment of the present invention. The subject of execution of the method is the IVR device 4 shown in figure 1. Referring to fig. 2, the method for obtaining a call result provided in this embodiment includes the following steps:
step S201, if a call request sent by a calling terminal is received, calling the called terminal 9 through the voice gateway 7 and the operator network 8 where the called terminal 9 is located, where the call request carries a communication number of the called terminal 9.
In this embodiment, an administrator creates a call task on the outbound management terminal 2, introduces an outbound sample, customizes an outbound policy, writes configured outbound data into the database 1, scans the database 1 at regular time by the calling terminal, acquires outbound task information, extracts the outbound sample according to the task of the arrival time point, initiates an outbound request according to the call policy and a pre-configured outbound algorithm, sends a called terminal 9 number to be outbound to the IVR device 4, initiates a call to the called terminal 9 number by the IVR device 4, calls the called terminal 9 through the voice gateway 7 to the operator network 8 where the called terminal 9 is located, calls the called terminal 9 through the operator network 8, and returns a call result.
Step S202, controlling the media server 5 to receive the voice media stream returned by the operator network 8 through the voice gateway 7 according to the call result.
Preferably, in this embodiment, step S202 further includes:
receiving a call signaling returned by the operator network 8 through the voice gateway 7 according to the call result, and judging whether the call is connected according to the call signaling;
if the call is not connected, judging whether the call signaling carries a reason for not connecting, if not, entering step S202;
if the call is connected, it is determined whether the call signaling carries a connection reason, and if not, the process goes to step S202.
In this embodiment, after the IVR device 4 calls the called terminal 9 through the voice gateway 7 and the operator network 8, the operator network 8 returns the call result to the IVR device 4 through the voice gateway 7 in a call signaling manner, and for some conventional operator networks 8, the call signaling includes a result of whether to connect or not and a specific reason corresponding to the result, and at this time, after receiving the call signaling, the IVR device 4 directly forwards the call result analyzed in the call signaling to the calling terminal; for some new operator networks 8, however, only the result of whether to switch on is typically included in the call signaling, for example: on or off, but not including the on reason or off reason, the process proceeds to step S202.
In this embodiment, when step S202 is performed, the IVR device 4 sends a notification to the voice gateway 7 to prepare to receive a voice media stream returned by the operator network 8 according to a call result according to a received result of whether to connect, and informs the voice gateway 7 of directly sending the voice media stream to the media server 5, after receiving the notification, the voice gateway 7 sends a notification to the operator to prepare to receive the voice media stream, after receiving the notification, the operator network 8 sends the voice media stream to the voice gateway 7 according to the call result, and the voice gateway 7 sends the voice media stream to the media service.
Step S203, controlling the media server 5 to connect to the speech recognition engine 6 to recognize the call result corresponding to the speech media stream; the speech recognition engine 6 stores therein speech waveform files corresponding to various call results.
In this embodiment, the pre-configuring, in the speech recognition engine 6, speech waveform files of different language types corresponding to various call results includes: the voice waveform files of different language types corresponding to various non-connection reasons and the waveform files of different language types corresponding to various connection reasons. Reasons for not turning on include, but are not limited to: the number does not exist, the user is powered off, the user is not in a service area and the like; the switch-on reasons include: the method comprises the steps of answering by a real person and answering by a non-real person, wherein the answering by the non-real person comprises but is not limited to switching to a fax machine, switching to a message leaving machine and other terminals with special connection sound signals and switching to a voice mailbox and other terminals without special signaling or sound signals.
In this embodiment, after the media server 5 receives the voice media stream, the IVR device 4 controls the media server 5 to connect to the voice recognition engine 6, matches the voice media stream with the voice waveform files corresponding to various call results stored in the voice recognition engine 6, so as to recognize a call result corresponding to the voice media stream, and after the voice recognition engine 6 obtains the call result, the call result is sent to the media server 5.
Step S204, receiving the call result identified by the speech recognition engine 6 returned by the media server 5, and returning the call result to the calling terminal.
In this embodiment, the media server 5 returns the call result to the IVR device 4 after receiving the call result identified by the speech recognition engine 6, the IVR device 4 returns the call result to the calling terminal after receiving the call result, the calling terminal stores the call result in the database 1, and executes a subsequent call according to the call result and the call policy and call algorithm stored in the database 1.
As can be seen from the above, in the call result obtaining method provided in this embodiment, since the voice waveform files of different language types corresponding to various call results are stored in the voice recognition engine 6 in advance, when a call is made, the IVR device 4 controls the media server 5 to connect to the voice recognition engine 6, and the call result is recognized by using the pattern based on the voice waveform matching, it is possible to accurately determine whether the type of the reason for the call is not connected or whether the call is answered by a real person under the condition of call connection, thereby improving the accuracy of call result recognition.
Example two
Fig. 3 is a schematic flow chart illustrating an implementation of the call result obtaining method according to the second embodiment of the present invention. The subject of execution of the method is the IVR device 4 shown in figure 1. Referring to fig. 3, the method for obtaining a call result provided in this embodiment includes the following steps:
step S301, if a call request sent by a calling terminal is received, calling a called terminal 9 through an operator network 8 where a voice gateway 7 and the called terminal 9 are located, where the call request carries a communication number of the called terminal 9.
Step S302, receiving a call signaling returned by the operator network 8 through the voice gateway 7 according to the call result, and judging whether the call is connected according to the call signaling; if the call is not connected, the process proceeds to step S303.
Step S303, judging whether the calling signaling carries a reason of non-connection, if the calling signaling does not carry the reason of non-connection, entering step S304.
Step S304, receiving a notification of preparing to play an announcement sent by the operator network 8 through the voice gateway 7, controlling the voice gateway 7 to receive the announcement sent by the operator network 8 according to the notification, and sending the announcement to the media server 5.
Step S305, controlling the media server 5 to connect to the speech recognition engine 6, performing waveform feature matching on the announcement according to the waveform files corresponding to various call non-connection reasons stored in the speech engine, and recognizing the type of the call non-connection reason.
Step S306, receiving the reason that the speech recognition engine 6 returned by the media server 5 identifies the call non-connection, and returning the call non-connection reason to the calling terminal.
In the present embodiment, the speech recognition engine 6 stores waveform files of different speech types corresponding to various non-connection reasons. When the IVR device 4 identifies that the call is not connected and does not carry the reason of not connection according to the call signaling returned by the operator network, a notification is sent to the voice gateway 7 to prepare for receiving an announcement returned by the operator network 8 according to the type of unlit cause, and informs the voice gateway 7 to directly send the announcement to the media server 5 after receiving the announcement, the media server 5 connects the voice recognition engine 6 according to the announcement returned by the operator network 8, recognizes the reason why the call corresponding to the announcement is not connected, and returns the recognition result to the IVR device 4, and then the IVR device 4 returns the recognized type of the unaccessed reason to the calling terminal, and the calling terminal stores the type of the unaccessed reason in the database 1, and executes a subsequent call flow according to the call policy and call algorithm stored in the database 1.
As can be seen from the above, the call result obtaining method provided in this embodiment stores waveform files of different voice types corresponding to various types of the unconnected reason in the voice recognition engine 6 in advance, and the subsequent IVR device 4 controls the media server 5 to connect to the voice recognition engine 6 to identify the unconnected reason according to the announcement returned by the operator network 8 in a voice waveform matching manner, so that the method is applicable to various operator networks 8, and when a call is unconnected, the method can prepare to identify the type of the unconnected reason for each operator network, thereby improving the accuracy of obtaining the call result.
EXAMPLE III
Fig. 4 is a schematic flow chart illustrating an implementation of the call result obtaining method according to the third embodiment of the present invention. The subject of execution of the method is the IVR device 4 shown in figure 1. Referring to fig. 4, the method for obtaining a call result provided in this embodiment includes the following steps:
step S401, if a call request sent by a calling terminal is received, calling a called terminal 9 through an operator network 8 where a voice gateway 7 and the called terminal 9 are located, where the call request carries a communication number of the called terminal 9.
Step S402, receiving the call signaling returned by the operator network 8 through the voice gateway 7 according to the call result, and judging whether the call is connected according to the call signaling; if the call is connected, the process proceeds to step S403.
Step S403, determining whether the call signaling carries a connection reason, and if the call signaling does not carry a connection reason, entering step S404.
Step S404, receiving a notification that the call sent by the operator network 8 through the voice gateway 7 is connected, controlling the voice gateway 7 to receive a warning tone sent by the operator network 8 on the advertised terminal side according to the notification, and sending the warning tone to the media server 5.
Step S405, controlling the media server 5 to connect to the speech recognition engine 6, performing waveform feature matching on the alert tone according to the waveform files corresponding to various call connection reasons stored in the speech engine, and recognizing the type of the call connection reason.
Step S406, receiving the connection reason identified by the speech recognition engine 6 returned by the media server 5, and returning the connection reason to the calling terminal.
In the present embodiment, the speech recognition engine 6 stores waveform files of different speech types corresponding to various turn-on reasons. When the IVR device 4 identifies the call connection and does not carry the connection reason according to the call signaling returned by the operator network, a notification is sent to the voice gateway 7 to be ready to receive an alert tone returned by the operator network 8 according to the type of cause of switching on, and informs the voice gateway 7 to directly send the prompt tone to the media server 5 after receiving the prompt tone, the media server 5 connects the voice recognition engine 6 according to the prompt tone returned by the operator network 8 to recognize the call connection reason corresponding to the prompt tone, and returns the recognition result to the IVR device 4, and then the IVR device 4 returns the recognized type of the connection reason to the calling terminal, and the calling terminal stores the type of the connection reason in the database 1, and executes a subsequent call flow according to the call policy and call algorithm stored in the database 1.
Preferably, in this embodiment, the method for obtaining a call result further includes:
step S407, if an identification result of the waveform file that is not matched and matches the waveform feature of the alert tone returned by the media server 5 is received, identifying the call result as a real person to answer the call.
In this embodiment, if the voice recognition engine 6 does not find a waveform file matching the received prompt tone, the media server 5 is notified of the matching failure, the media server 5 notifies the IVR device 4 that a waveform file matching the waveform feature of the prompt tone is not matched in the voice recognition engine 6, and after receiving the notification, the IVR device 4 recognizes call completion as answering by a real person and sends the recognized result to the calling terminal.
As can be seen from the above, in the call result obtaining method provided in this embodiment, because the waveform files of different language types corresponding to various connection reasons are stored in the voice recognition engine 6 in advance, the IVR device 4 subsequently controls the media server 5 to connect to the voice recognition engine 6, and whether the call is answered by a real person is accurately recognized according to the prompt tone returned by the operator network 8 based on the voice waveform matching manner, and the connection reasons can be accurately recognized when an unreal person answers the call.
Example four
Fig. 5 is a schematic structural diagram of a call result obtaining system according to a fourth embodiment of the present invention. Only the portions related to the present embodiment are shown for convenience of explanation.
Referring to fig. 5, the call result acquiring system 100 provided in the present embodiment includes:
a call processing unit 101, configured to, if a call request sent by a calling terminal is received, call a called terminal 9 through an operator network 8 where a voice gateway 7 and the called terminal 9 are located, where the call request carries a communication number of the called terminal 9;
a voice receiving control unit 102, configured to control the media server 5 to receive a voice media stream returned by the operator network 8 through the voice gateway 7 according to the call result;
a voice recognition control unit 103, configured to control the media server 5 to connect to a voice recognition engine 6, so as to recognize a call result corresponding to the voice media stream; the speech recognition engine 6 stores speech waveform files corresponding to various calling results;
a call result obtaining unit 104, configured to receive a call result, identified by the speech recognition engine 6, returned by the media server 5, and return the call result to the calling terminal.
It should be noted that the call result obtaining system in the embodiment of the present invention and the call result obtaining method in the first to third embodiments belong to the same concept, and specific implementation processes thereof are detailed in the corresponding method embodiments, and technical features in the method embodiments are applicable in the system embodiments, and are not described herein again.
It will be understood by those of ordinary skill in the art that all or some of the steps of the disclosed methods of the present embodiments may be implemented as software, firmware, hardware, or any suitable combination thereof.
EXAMPLE five
Fig. 6 is a schematic structural diagram of an IVR device 4 according to the fifth embodiment of the present invention. Only the portions related to the present embodiment are shown for convenience of explanation.
The IVR device 4 provided in the embodiment of the present invention includes a memory 41, a processor 42, and a computer program 43 stored on the memory 41 and capable of running on the processor 42, where when the computer program 43 is executed by the processor 42, the steps of the call result obtaining method in the first embodiment, the second embodiment, or the third embodiment are implemented.
It will be appreciated by those of ordinary skill in the art that figure 6 is merely an example of an IVR device 4 and does not constitute a limitation to the IVR device 4, and that in actual implementations the IVR device 4 may include more or fewer components than shown, or some components in combination, or different components, e.g., the IVR device 4 may also include input output devices, network access devices, buses, etc.
The device of the embodiment of the present invention and the method for obtaining a call result of the first to third embodiments belong to the same concept, and specific implementation processes thereof are detailed in the method embodiments, and technical features in the method embodiments are correspondingly applicable in the device embodiments, which are not described herein again.
EXAMPLE six
An embodiment of the present invention provides a computer-readable storage medium, where a computer program is stored on the computer-readable storage medium, and when the computer program is executed by a processor, the steps of the method for obtaining a call result as described in the first embodiment, the second embodiment, or the third embodiment are implemented.
The computer-readable storage medium of the embodiment of the present invention and the method of the first to third embodiments belong to the same concept, and specific implementation processes thereof are described in detail in the corresponding method embodiments, and technical features in the method embodiments are applicable in the computer-readable storage medium embodiments, and are not described herein again.
It will be understood by those of ordinary skill in the art that all or some of the steps of the methods, systems, functional modules/units in the devices disclosed above may be implemented as software, firmware, hardware, and suitable combinations thereof.
In a hardware implementation, the division between functional modules/units mentioned in the above description does not necessarily correspond to the division of physical components; for example, one physical component may have multiple functions, or one function or step may be performed by several physical components in cooperation. Some or all of the physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application specific integrated circuit. Such software may be distributed on computer readable media, which may include computer storage media (or non-transitory media) and communication media (or transitory media). The term computer storage media includes volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data, as is well known to those of ordinary skill in the art. Computer storage media includes, but is not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, Digital Versatile Disks (DVD) or other optical disk storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can accessed by a computer. In addition, communication media typically embodies computer readable instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism and includes any information delivery media as known to those skilled in the art.
The preferred embodiments of the present invention have been described above with reference to the accompanying drawings, and are not to be construed as limiting the scope of the invention. Any modifications, equivalents and improvements which may occur to those skilled in the art without departing from the scope and spirit of the present invention are intended to be within the scope of the claims.
Claims (10)
1. A method for obtaining a call result, the method comprising:
if a calling request sent by a calling terminal is received, calling the called terminal through an operator network where a voice gateway and the called terminal are located, wherein the calling request carries a communication number of the called terminal; the voice gateway is used for realizing the conversion from operator network signaling to external calling system internal call session initial protocol SIP signaling and the conversion from operator network media to external calling system internal real-time transport protocol RTP media stream; the operator network has a plurality of networks, and the plurality of networks are used for supporting a plurality of access modes, a plurality of protocols and a plurality of voice and video codes;
the control media server receives the voice media stream returned by the operator network through the voice gateway according to the call result;
controlling the media server to connect with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results;
receiving a call result which is returned by the media server and recognized by the voice recognition engine, and returning the call result to the calling terminal; wherein the call result is used to: identifying the type of the reason of non-connection under the condition that the call is not connected, and judging whether the call is answered by a real person or not under the condition that the call is connected; the voice waveform files corresponding to the various call results comprise: voice waveform files of different language types corresponding to various non-connection reasons and waveform files of different language types corresponding to various connection reasons; the non-on reasons include: at least one of no number, user power-off and user absence in the service area; the switch-on reasons include: at least one of live answering and non-live answering.
2. The method of claim 1, wherein before the controlling media server receives the voice media stream returned by the operator network via the voice gateway according to the call result, the method further comprises:
receiving a call signaling returned by the operator network through the voice gateway according to the call result, and judging whether the call is connected according to the call signaling;
if the call is not connected, judging whether the call signaling carries a reason for not connection, if not, entering a step of receiving a voice media stream returned by the operator network through the voice gateway according to the call result by the control media server;
if the call is connected, judging whether the call signaling carries a connection reason, if not, entering a step of receiving the voice media stream returned by the operator network through the voice gateway according to the call result by the control media server.
3. The method of claim 2, wherein if the call is not connected, the controlling the media server to receive the voice media stream returned by the operator network via the voice gateway according to the call result comprises:
receiving a notice of preparing to play announcement sent by the operator network through the voice gateway;
and controlling the voice gateway to receive the announcement sent by the operator network according to the notification, and sending the announcement to the media server.
4. The method as claimed in claim 3, wherein if the current call is not connected, the controlling the media server to connect to a speech recognition engine to recognize the call result corresponding to the speech media stream comprises:
and controlling the media server to be connected with the voice recognition engine, and carrying out waveform feature matching on the announcement according to waveform files corresponding to various call non-connection reasons stored in the voice engine to recognize the type of the call non-connection reason.
5. The method of claim 2, wherein if the call is connected, the controlling media server receiving the voice media stream returned by the operator network via the voice gateway according to the call result comprises:
receiving a notice that the call sent by the operator network through the voice gateway is connected;
and controlling the voice gateway to receive a prompt tone of the called terminal side issued by the operator network according to the notification, and sending the prompt tone to the media server.
6. The method as claimed in claim 5, wherein if the call is connected, the controlling the media server to connect to a speech recognition engine to recognize the call result corresponding to the speech media stream comprises:
and controlling the media server to be connected with the voice recognition engine, and performing waveform feature matching on the prompt tone according to waveform files corresponding to various call connection reasons stored in the voice engine to recognize the type of the call connection reason.
7. The call result acquisition method of claim 6, wherein the call result acquisition method further comprises:
and if an identification result of the waveform file which is returned by the media server and is not matched with the waveform characteristics of the prompt tone is received, identifying the calling result as real person answering.
8. A call result acquisition system, comprising:
the system comprises a call processing unit, a call processing unit and a call processing unit, wherein the call processing unit is used for calling a called terminal through a voice gateway and an operator network where the called terminal is located if receiving a call request sent by the call terminal, and the call request carries a communication number of the called terminal; the voice gateway is used for realizing the conversion from operator network signaling to external calling system internal call session initial protocol SIP signaling and the conversion from operator network media to external calling system internal real-time transport protocol RTP media stream; the operator network has a plurality of networks, and the plurality of networks are used for supporting a plurality of access modes, a plurality of protocols and a plurality of voice and video codes;
a voice receiving control unit, configured to control the media server to receive a voice media stream returned by the operator network via the voice gateway according to the call result;
the voice recognition control unit is used for controlling the media server to be connected with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results;
a call result acquiring unit, configured to receive a call result identified by the speech recognition engine and returned by the media server, and return the call result to the call terminal; wherein the call result is used to: identifying the type of the reason of non-connection under the condition that the call is not connected, and judging whether the call is answered by a real person or not under the condition that the call is connected; the voice waveform files corresponding to the various call results comprise: voice waveform files of different language types corresponding to various non-connection reasons and waveform files of different language types corresponding to various connection reasons; the non-on reasons include: at least one of no number, user power-off and user absence in the service area; the switch-on reasons include: at least one of live answering and non-live answering.
9. An IVR device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the computer program when executed by the processor implementing the steps of the call result acquisition method as claimed in any one of claims 1 to 7.
10. A computer-readable storage medium, having stored thereon a computer program which, when executed by a processor, carries out the steps of the call result acquisition method according to any one of claims 1 to 7.
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| CN111885269B (en) * | 2020-06-30 | 2021-07-20 | 马上消费金融股份有限公司 | Information detection method, device, equipment and storage medium |
| CN112235467B (en) * | 2020-10-09 | 2022-09-02 | 深圳壹账通智能科技有限公司 | Method and device for distinguishing types of disconnected telephones, electronic equipment and storage medium |
| CN112468666A (en) * | 2020-11-24 | 2021-03-09 | 迈普通信技术股份有限公司 | Method for judging calling result, corresponding device and storage medium |
| CN113691684B (en) * | 2021-08-12 | 2024-05-28 | 深圳追一科技有限公司 | Outbound method, device, system, computer equipment and storage medium |
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