CN114025048A - Wireless telephone call center system based on soft switch - Google Patents
Wireless telephone call center system based on soft switch Download PDFInfo
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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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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/02—Network architectures or network communication protocols for network security for separating internal from external traffic, e.g. firewalls
- H04L63/0227—Filtering policies
- H04L63/0236—Filtering by address, protocol, port number or service, e.g. IP-address or URL
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/04—Network architectures or network communication protocols for network security for providing a confidential data exchange among entities communicating through data packet networks
- H04L63/0428—Network architectures or network communication protocols for network security for providing a confidential data exchange among entities communicating through data packet networks wherein the data content is protected, e.g. by encrypting or encapsulating the payload
- H04L63/0485—Networking architectures for enhanced packet encryption processing, e.g. offloading of IPsec packet processing or efficient security association look-up
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/10—Network architectures or network communication protocols for network security for controlling access to devices or network resources
- H04L63/101—Access control lists [ACL]
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- 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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2227—Quality of service monitoring
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5237—Interconnection arrangements between ACD systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
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Abstract
A wireless telephone call center based on soft switch, a service application layer configures a functional module according to the service requirement of the wireless telephone call center; the voice access layer is provided with an analog line interface and a digital relay access interface and is used for business handling of telephone operators in the conversation process; the VR interactive voice response system in the CTI middleware layer is used for a wireless telephone call center and an inquiring client to automatically respond in the whole process, and the ACD incoming call queuing system is used for distributing incoming calls to local seats according to the sequence of the inquiring client; the hardware support layer is used for supporting the operation of the wireless telephone call center. The invention does not need wiring, thereby saving labor cost and construction period; the two places voice is connected through the Internet to form a local area network, and the communication between the two office points is free; by adopting the IP mode, an engineer can maintain the system in a remote mode without going to the field, thereby saving the maintenance cost and shortening the time for solving the problems.
Description
Technical Field
The invention relates to a wireless telephone call center system based on soft switch, belonging to the technical field of office communication.
Background
The soft switch is a software entity with a call control function, and the core is an open system structure using a standardized protocol and an application programming interface, which is very convenient and beneficial for third parties to participate in application program development. From a business perspective, softswitching is a proposed solution for the emergence of a large number of new services, which can reduce the capital and operational expenses for operators to provide new services and increase revenues. The softswitch service has another outstanding advantage over the existing switched services in that the user can more easily control and use all communication services through the softswitch system. The importance is self-evident in situations where the telecommunications market is increasingly competitive.
At present, because the labor cost is high, each point of the traditional fixed telephone generally needs 300-400 of labor construction cost, and complicated connection is needed in an office, so that the confusion is caused. When two office locations are far apart, if deployed with a conventional SPC exchange, communication between the two office locations requires a local cost. In addition, during the rapid expansion of the client company, for newly-added office places, the capacity expansion of voice is needed, and the traditional scheme engineers cannot maintain in a remote mode and need to arrive at the site, so that the maintenance cost is high, and the maintenance efficiency is low. In summary, a solution for a wireless phone call center based on soft switch is needed.
Disclosure of Invention
Therefore, the invention provides a wireless telephone call center system based on soft switch, which solves the problems that the traditional scheme needs independent wiring and is inconvenient for capacity expansion and maintenance.
In order to achieve the above purpose, the invention provides the following technical scheme: the wireless telephone call center system based on the soft switch comprises a service application layer, a voice access layer, a CTI middleware layer and a hardware supporting layer:
the service application layer is used for configuring the functional module according to the service requirement of the wireless telephone call center;
the voice access layer is provided with an analog line interface and a digital relay access interface and is used for business handling of telephone operators in the conversation process;
the CTI middleware layer is provided with an IVR interactive voice response system and an ACD incoming call queuing system, the IVR interactive voice response system is used for a wireless telephone call center and an incoming call inquiring client to automatically respond in the whole process, and the ACD incoming call queuing system is used for distributing incoming calls to local seats according to the sequence of the incoming call inquiring client;
the hardware support layer is used for supporting the operation of the wireless telephone call center.
As a preferred scheme of a wireless telephone call center system based on soft switch, the wireless telephone call center adopts a security registration triggering control mechanism of an IPsec strategy to carry out validity verification on an IP terminal accessed to the wireless telephone call center, and the wireless telephone call center receives a registration application proposed by the IP terminal in advance.
As the optimal scheme of the wireless telephone call center system based on the soft switch, the legitimacy verification including source address filtering is carried out on an IP terminal accessed to the wireless telephone call center;
the method comprises the steps that an MAC address table of a legal IP terminal is preset in a wireless phone call center, and when an IP terminal on a network applies for access to the wireless phone call center, the source address of the IP terminal is filtered through the MAC address table.
As the optimal scheme of the wireless telephone call center system based on the soft switch, the legality verification including the destination address filtering is carried out on the IP terminal accessed to the wireless telephone call center;
the wireless telephone call center presets an encrypted IP network address to perform registration control on the IP terminal, and when the IP terminal is connected with an IP network, the IP network address of the wireless telephone call center to be accessed is input.
As a preferred scheme of the soft switch-based wireless telephone call center system, the functional module configured by the service application layer comprises at least one of telephone traffic management, a knowledge base, customer management, work order management, a WeChat service number, report analysis, quality inspection management, an application program, system management and customized development.
As the preferred scheme of the wireless telephone call center system based on the soft switch, the voice access layer is provided with an outbound call, a transfer, a three-party call, a hold, a busy, an idle and a call recovery functional module.
As a preferred scheme of the wireless telephone call center system based on the soft switch, the CTI middleware layer is further provided with an REC recording system, and the REC recording system is used for the wireless telephone call center to perform recording service.
As a preferable scheme of the soft switch-based wireless telephone call center system, the CTI middleware layer is further provided with a monitoring system, and the monitoring system is used for the wireless telephone call center to perform monitoring service.
As a preferred scheme of a wireless telephone call center system based on soft switching, the hardware supporting layer is provided with a voice switch, a CTI server, an application server, a data server and a wireless telephone;
the voice switch is connected with the CTI server, the application server and the data server through the local area network;
the wireless telephone is connected with the CTI server, the application server and the data server through the local area network.
The system further comprises a remote seat which is accessed to a local area network of the wireless telephone call center through a wide area network, and the remote seat is connected with a CTI server, an application server and a data server through the local area network.
The invention has the following advantages: the system is provided with a service application layer, a voice access layer, a CTI middleware layer and a hardware supporting layer: the service application layer is used for configuring the functional module according to the service requirement of the wireless telephone call center; the voice access layer is provided with an analog line interface and a digital relay access interface and is used for business handling of telephone operators in the conversation process; the CTI middleware layer is provided with an IVR interactive voice response system and an ACD incoming call queuing system, the IVR interactive voice response system is used for a wireless telephone call center and an inquiring client to automatically respond in the whole process, and the ACD incoming call queuing system is used for distributing incoming calls to local seats according to the sequence of the inquiring client; the hardware support layer is used for supporting the operation of the wireless telephone call center. The invention adopts soft switching, does not need wiring, and saves labor cost and construction period; the complex wiring is not needed in the office, and the office is simple and elegant; the two places voice is connected through the Internet to form a local area network, and the communication between the two office points is free; by adopting the IP mode, an engineer can maintain the system in a remote mode without going to the field, thereby saving the maintenance cost and shortening the time for solving the problems.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below. It should be apparent that the drawings in the following description are merely exemplary, and that other embodiments can be derived from the drawings provided by those of ordinary skill in the art without inventive effort.
The structures, ratios, sizes, and the like shown in the present specification are only used for matching with the contents disclosed in the specification, so that those skilled in the art can understand and read the present invention, and do not limit the conditions for implementing the present invention, so that the present invention has no technical significance, and any structural modifications, changes in the ratio relationship, or adjustments of the sizes, without affecting the functions and purposes of the present invention, should still fall within the scope of the present invention.
Fig. 1 is a schematic diagram of a system architecture for a softswitch based wireless telephone call center according to an embodiment of the present invention;
fig. 2 is a schematic hardware layout of a softswitch-based wireless telephone call center system according to an embodiment of the present invention.
Detailed Description
The present invention is described in terms of particular embodiments, other advantages and features of the invention will become apparent to those skilled in the art from the following disclosure, and it is to be understood that the described embodiments are merely exemplary of the invention and that it is not intended to limit the invention to the particular embodiments disclosed. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The abbreviations used in the following examples have the following meanings:
CTI: computer telecommunications Integration, Computer telephony Integration;
IVR: interactive Voice Response, Interactive Voice Response;
ACD: automatic Call Distributor, Automatic Call Distributor;
IPsec: internet Protocol Security, which is a Protocol packet, protects the network transmission Protocol family of the IP Protocol by encrypting and authenticating the packets of the IP Protocol;
MAC: media Access Control Address, MAC Address.
Referring to fig. 1 and fig. 2, an embodiment of the present invention provides a wireless telephone call center system based on soft switch, including a service application layer, a voice access layer, a CTI middleware layer, and a hardware support layer:
the service application layer is used for configuring the functional module according to the service requirement of the wireless telephone call center;
the voice access layer is provided with an analog line interface and a digital relay access interface and is used for business handling of telephone operators in the conversation process;
the CTI middleware layer is provided with an IVR interactive voice response system and an ACD incoming call queuing system, the IVR interactive voice response system is used for a wireless telephone call center and an incoming call inquiring client to automatically respond in the whole process, and the ACD incoming call queuing system is used for distributing incoming calls to local seats according to the sequence of the incoming call inquiring client;
the hardware support layer is used for supporting the operation of the wireless telephone call center.
In this embodiment, a set of wireless phone call center system is formed by combining a soft switch and a WIFI voice video wireless phone. The soft switching network is technically characterized in that the service and the control are separated, the transmission and the access are separated, and all entities are linked and communicated through a standard protocol. The softswitch is located at the control layer of the network and provides call control, connection and part of the application services for various services.
In this embodiment, the hardware supporting layer is provided with a voice switch, a CTI server, an application server, a data server and a wireless phone; the voice switch is connected with the CTI server, the application server and the data server through the local area network; the wireless telephone is connected with the CTI server, the application server and the data server through the local area network. The system further comprises a far-end seat, wherein the far-end seat is accessed to a local area network of the wireless telephone call center through a wide area network, and the far-end seat is connected with the CTI server, the application server and the data server through the local area network.
In this embodiment, the wireless telephone call center performs validity verification on the IP terminal accessed to the wireless telephone call center by using a secure registration trigger control mechanism of the IPsec policy, and the wireless telephone call center receives a registration application provided by the IP terminal in advance.
In particular, IPsec performs robust security processing of data packets at the IP layer, providing services including access control, connectionless integrity, data source authentication, anti-replay protection, security, and limited transport stream security. These services are based on the IP layer, providing protection for IP and its upper layer protocols. IPsec uses two protocols to provide transport security, Authentication Header (AH), Encapsulating Security Payload (ESP). The IPsec is realized by adding and inserting an AH or ESP header into an original IP data packet to achieve the purposes of IP data encryption and authentication.
Specifically, in order to prevent illegal access, the invention adopts a starting control mechanism to ensure the safety of access. When an IP terminal to be accessed to a wireless telephone call center system is connected to an IP network, a registration application is firstly provided to the wireless telephone call center to accept the validity verification of the soft switch wireless telephone call center.
In this embodiment, the validity verification includes the following two aspects:
firstly, carrying out validity verification on an IP terminal accessed to a wireless telephone call center, including source address filtering;
the method comprises the steps that an MAC address table of a legal IP terminal is preset in a wireless phone call center, and when an IP terminal on a network applies for access to the wireless phone call center, the source address of the IP terminal is filtered through the MAC address table.
Specifically, each ethernet interface has a worldwide unique MAC address, so the legitimacy of the underlying connections of the IP network can be identified by the MAC address. The method includes setting MAC address table of legal terminal in soft exchange radio telephone calling center, and when IP terminal applies access to soft exchange center, the radio telephone calling center filters the source address with the MAC address table of legal terminal.
Secondly, carrying out validity verification on an IP terminal accessed to a wireless telephone call center, wherein the validity verification comprises destination address filtering;
the wireless telephone call center presets an encrypted IP network address to perform registration control on the IP terminal, and when the IP terminal is connected with an IP network, the IP network address of the wireless telephone call center to be accessed is input.
Specifically, an encrypted IP network address is set in the wireless telephone call center to perform registration control on the IP terminal. When the IP terminal is connected with the IP network, the registration request can be sent to the call center of the soft exchange wireless phone only by inputting the IP network address of the call center of the soft exchange wireless phone to be accessed.
In this embodiment, the soft switch-based wireless telephone call center system is a professional and closed functional platform, is oriented to system software of a continuous connection control part, has a closed structural characteristic, is isolated from other application software, does not allow other programs to enter once being installed, does not generate connection and communication with other functions on a network, and effectively prevents network virus infection.
In this embodiment, the functional module configured in the service application layer includes at least one of traffic management, a knowledge base, customer management, work order management, a wechat service number, report analysis, quality inspection management, an application program, system management, and customized development. Specifically, the functional module configured by the service application layer is selected; the user can flexibly configure according to the needs.
In this embodiment, the voice access layer is provided with an outbound call, a transfer, a three-party call, a hold, a busy, an idle and a call recovery function module. Specifically, the voice access layer supports access of an analog line and a digital relay, has the functions of outbound call, transfer, three-party call, hold, busy and idle, head recovery and the like, and ensures service handling of telephone operators in the call process.
In this embodiment, the CTI middleware layer is further provided with an REC recording system, and the REC recording system is used for a wireless phone call center to perform recording service. And the CTI middleware layer is also provided with a monitoring system, and the monitoring system is used for monitoring service of a wireless telephone call center.
Specifically, the CTI middleware layer adopts an IVR interactive voice response system to realize telephone self-service, and by means of the IVR interactive voice response system, a wireless telephone call center can automatically respond to a customer in the whole process, and a complex voice navigation bar can be arranged during conversation to guide the customer in steps, so that the problem of the customer is solved quickly and conveniently, and the CTI middleware layer is different from common telephone communication.
Specifically, the IVR interactive voice response system adopts a voice directory guided by a user, completes corresponding information inquiry and command execution according to the selection of the customer, and controls a computer through a key of a telephone. By connecting the database at the rear end of the IVR, the IVR interactive voice response system can provide dynamic real-time information for the customer. IVR interactive voice response systems can save costs and reduce the burden on telephone representatives, enabling them to engage in more important customer service tasks.
Specifically, the ACD incoming call queuing system related in this embodiment, when receiving an incoming call from a customer, allocates the incoming call to an agent according to a preset rule, is a description of a foreground access logic function of a wireless telephone call center, and switches an accessed call to a correct agent.
The ACD incoming call queuing system can automatically call the distribution equipment to transfer the incoming call to the manual seat, and transfer the incoming call according to the call volume of the manual seat. When the seat is idle, the incoming call can automatically select the seat with the least telephone traffic on the day to be switched (if the telephone traffic is equal, the call is switched in sequence); when the seats are busy, the online queuing is automatically carried out, namely, the incoming calls are forwarded according to the sequence of incoming calls. The customer will talk with the seat personnel and accept the customer's reservation, answer the customer's question or enter the customer's information, etc. The client request can be distributed to the most appropriate seat by the optimal ACD strategy, the matching degree is maximized, multiple times of switching are reduced, the overall working efficiency is improved, and the client satisfaction is improved.
In summary, the present invention is provided with a service application layer, a voice access layer, a CTI middleware layer, and a hardware support layer: the service application layer is used for configuring the functional module according to the service requirement of the wireless telephone call center; the voice access layer is provided with an analog line interface and a digital relay access interface and is used for business handling of telephone operators in the conversation process; the CTI middleware layer is provided with an IVR interactive voice response system and an ACD incoming call queuing system, the IVR interactive voice response system is used for a wireless telephone call center and an inquiring client to automatically respond in the whole process, and the ACD incoming call queuing system is used for distributing incoming calls to local seats according to the sequence of the inquiring client; the hardware support layer is used for supporting the operation of the wireless telephone call center. The hardware supporting layer is provided with a voice switch, a CTI server, an application server, a data server and a wireless telephone; the voice switch is connected with the CTI server, the application server and the data server through the local area network; the wireless telephone is connected with the CTI server, the application server and the data server through the local area network, and further comprises a far-end seat, wherein the far-end seat is connected with the local area network of the wireless telephone call center through the wide area network, and the far-end seat is connected with the CTI server, the application server and the data server through the local area network. The wireless telephone call center adopts a safety registration triggering control mechanism of an IPsec strategy to carry out validity verification on an IP terminal accessed to the wireless telephone call center, and the wireless telephone call center receives a registration application provided by the IP terminal in advance. The validity verification includes the following two aspects: firstly, carrying out validity verification on an IP terminal accessed to a wireless telephone call center, including source address filtering; the method comprises the steps that an MAC address table of a legal IP terminal is preset in a wireless phone call center, and when an IP terminal on a network applies for access to the wireless phone call center, the source address of the IP terminal is filtered through the MAC address table. Secondly, carrying out validity verification on an IP terminal accessed to a wireless telephone call center, wherein the validity verification comprises destination address filtering; the wireless telephone call center presets an encrypted IP network address to perform registration control on the IP terminal, and when the IP terminal is connected with an IP network, the IP network address of the wireless telephone call center to be accessed is input. In the invention, the soft switch does not need to be wired, and only needs to rely on a network, thereby saving a large amount of labor cost. The complex wiring is not needed in the office, and the office is simple and elegant; when two office locations are far apart, communication between the two office locations requires a local toll if deployed with a conventional SPC exchange. If the soft switch is installed, the connection is carried out through the Internet, the two places of voices form a local area network, and the conversation between the two office points is free. Only need increase the mandate, according to the quantity increase corresponding pronunciation gateway or the IP phone of dilatation can, to the dilatation of the pronunciation of being convenient for of newly-increased office location, adopt the IP mode to realize, the engineer can maintain through long-range mode, need not go the scene, saved the maintenance cost and accelerated the time of solving the problem.
Although the invention has been described in detail above with reference to a general description and specific examples, it will be apparent to one skilled in the art that modifications or improvements may be made thereto based on the invention. Accordingly, such modifications and improvements are intended to be within the scope of the invention as claimed.
Claims (10)
1. The wireless telephone call center system based on the soft switch is characterized by comprising a service application layer, a voice access layer, a CTI middleware layer and a hardware supporting layer:
the service application layer is used for configuring the functional module according to the service requirement of the wireless telephone call center;
the voice access layer is provided with an analog line interface and a digital relay access interface and is used for business handling of telephone operators in the conversation process;
the CTI middleware layer is provided with an IVR interactive voice response system and an ACD incoming call queuing system, the IVR interactive voice response system is used for a wireless telephone call center and an incoming call inquiring client to automatically respond in the whole process, and the ACD incoming call queuing system is used for distributing incoming calls to local seats according to the sequence of the incoming call inquiring client;
the hardware support layer is used for supporting the operation of the wireless telephone call center.
2. The system of claim 1, wherein the wireless telephony call center employs a secure registration trigger control mechanism based on IPsec policy to validate the validity of an IP terminal connected to the wireless telephony call center, and wherein the wireless telephony call center pre-receives a registration request from the IP terminal.
3. The softswitch-based radiotelephone call center system of claim 2 wherein validating the validity of the IP terminal accessing the radiotelephone call center comprises source address filtering;
the method comprises the steps that an MAC address table of a legal IP terminal is preset in a wireless phone call center, and when an IP terminal on a network applies for access to the wireless phone call center, the source address of the IP terminal is filtered through the MAC address table.
4. The softswitch-based radiotelephone call center system of claim 3 wherein the validation of the legitimacy of the IP terminal accessing the radiotelephone call center includes destination address filtering;
the wireless telephone call center presets an encrypted IP network address to perform registration control on the IP terminal, and when the IP terminal is connected with an IP network, the IP network address of the wireless telephone call center to be accessed is input.
5. The softswitch-based wireless telephony call center system of claim 1, wherein the functional modules of the service application layer configuration comprise at least one of traffic management, knowledge base, customer management, work order management, WeChat service number, report analysis, quality inspection management, application, system management, and custom development.
6. The softswitch-based wireless telephony call center system of claim 1, wherein the voice access layer is configured with outbound, forward, three-way call, hold, busy, idle, and resume call functions.
7. The softswitch-based radiotelephone call center system of claim 1 wherein the CTI middleware layer further provides an REC recording system for recording services at the radiotelephone call center.
8. The softswitch-based radiotelephone call center system of claim 7 wherein the CTI middleware layer further provides a monitoring system for monitoring services performed by the radiotelephone call center.
9. The softswitch-based radiotelephone call center system of claim 1 wherein the hardware support layer is configured with a voice switch, a CTI server, an application server, a data server, and a radiotelephone;
the voice switch is connected with the CTI server, the application server and the data server through the local area network;
the wireless telephone is connected with the CTI server, the application server and the data server through the local area network.
10. The system of claim 9, further comprising a remote agent that accesses a local area network of the radiotelephone call center via a wide area network, the remote agent then establishing a connection with the CTI server, the application server, and the data server via the local area network.
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