CN1148937C - Adapting service method to transfer user's telephone calling to CTI phonetic service system - Google Patents
Adapting service method to transfer user's telephone calling to CTI phonetic service system Download PDFInfo
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- CN1148937C CN1148937C CNB001175041A CN00117504A CN1148937C CN 1148937 C CN1148937 C CN 1148937C CN B001175041 A CNB001175041 A CN B001175041A CN 00117504 A CN00117504 A CN 00117504A CN 1148937 C CN1148937 C CN 1148937C
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- 238000012546 transfer Methods 0.000 title claims description 7
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- 238000012545 processing Methods 0.000 claims description 10
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- 235000021167 banquet Nutrition 0.000 claims description 7
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- 230000010354 integration Effects 0.000 abstract description 2
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- 238000007726 management method Methods 0.000 description 16
- 230000011664 signaling Effects 0.000 description 5
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Abstract
The present invention relates to a connection service method for transferring a subscriber telephone to a computer telephony integration (CTI) voice service system. The CTI system is connected to a public telephone network through an interface, a subscriber registers in the CTI system, associated information is stored in a database, and subscriber telephones are set to be transferred; when customer calls are transferred to the subscriber telephones, the CTI voice system is automatically connected and requests for the associated information. The information is analyzed, judged and processed, the subscriber information in the database is queried, and a connection service is carried out through a terminal in the name of a called subscriber. The present invention completely overcomes the defects of a special service number service of a traditional CTI system and fully utilizes the function of an exchanger, and voices, faxes, data and manual connection services are provided for customers with a telephone number of the subscriber.
Description
Technical field
The present invention relates to communication technique field, particularly a kind of plain old telephone is transferred to phone by call forwarding function the method for servicing that continues of CTI (computer telephony system is integrated) voice service system.
Background technology
Current, the competition between enterprise is fierce further, and the emphasis of striving is unexpectedly transferred to " service competition " from traditional " price competition " gradually, " brand competition " comes up.Establish the good brand image of enterprise, high-quality and efficient customer service is provided, become one of strategic means of most of enterprises.CTI (Computer Telephony Integration computer telephony system is integrated) technology is complied with this product of the time just, the CTI system is enterprise's integrated information service platform of set stored-program control exchange, call voice, database, CRM technology such as (customer account managements), provide a kind of novel customer service window to enterprise, can provide whole day 24 hours distributed clients service easily.Along with developing rapidly of CTI industry and socialized service system, many enterprises by the trustships of CTI operator, increase work efficiency this service, reduce cost.Enterprise is with open business commission CTI operator, and the Service Phone that enterprise is external forwards CTI service centre to, and when the client dials the enterprises service phone, CTI service centre will serve for enterprise.
But in traditional CTI voice system, the special service number that CTI operator is applied for to telecommunication bureau by CTI operator for the service number that enterprise provides adds suffix and forms.95001+12345 for example, wherein " 95001 " are the special service numbers of operator, suffix " 12345 " is the number of enterprise, so, common customer need carry out twice dialing by the information of Help by Phone enterprise, puts through " 95001 " earlier, hear that prompt tone dials " 12345 " by system prompt again, just can enter the information inquiry interface of this enterprise.There is following shortcoming in traditional approach:
1) number is oversize, and the client is difficult for memory, influences the effect of publicity of enterprise;
2), and also to bear the risk that the operator closes down because number resource belongs to sub-operator, and the propaganda of enterprise can not embody the image of enterprise fully;
3) after enterprise inserted the CTI system, business telephone number will change, and propagated again, and enterprise's propaganda input in earlier stage can not get continuity;
4) the CTI system can't provide personalized service for the user fast.
Summary of the invention
The objective of the invention is to overcome the above-mentioned deficiency of prior art, provide a kind of plain old telephone to shift the method for servicing that continues, stand in distributed clients services in 24 hours of user's position with the plain old telephone number of realizing the use user fully based on communication network and CTI voice system.
The subscriber phone that the present invention proposes is transferred to the method for servicing that continues of computer telephony system integrated (CTI) voice service system, its computer telephony system integrated (CTI) voice service system is connected to communication network by interface, it is characterized in that taking following steps:
A, user are in the registration of computer telephony system integrated speech service system, and user's information deposits the database of described voice service system in;
B, subscriber phone are provided with transfer, phone are transferred to the telephone number at computer telephony system integrated speech system service center;
C, when subscriber phone that customer call has shifted, be transferred to described voice service system automatically by shared telephone exchange; The management server of described voice service system adopts the former called user information of response mode request, by the access processing module in the described management server to the described former called user information of the receiving processing that detects, judges, analyzes, classifies, extract calling number and original called party number, and then inquire about information relevant in the described database with former called subscriber, by attend a banquet terminal or dialup server or voice system distribution server or interactive voice management server or e-mail server with the service of continuing of called subscriber's name.
The described service of continuing comprises voice, fax, data and manual service.
The user can select one of following several modes to shift.
1. manual transfer, the user operates according to operating instruction, and its phone is transferred to the CTI system.
2. shift automatically, the user sets its phone and shifts terminal equipment, automatically its phone is transferred to the CTI system at setting-up time equipment.
3. entrust CTI service provider to be provided with, the user installation phone shifts terminal, and service provider shifts according to user's the requirement phone with the user.The management server of above-mentioned voice service system adopts
The management server of above-mentioned voice service system adopts the step of the former called user information of response mode request to be: after described management server is received initial address message (IAM) call signal, access processing module in the described management server sends solicited message (GRQ) request original called party number to client, client is returned forward direction and is set up information (GSM) signal, and described access processing module is set up at the forward direction that client is returned and extracted calling number and original called party number (address) in information (GSM) signal.
Subscriber phone of the present invention is transferred to the continue method of servicing and the CTI voice service system of CTI voice service system, solved the drawback that traditional CT I system adopts special-purpose special service number service to be brought fully, it has made full use of the original function of legacy phone switch, realized that use user's plain old telephone number stands in distributed clients services in 24 hours of user's position fully, can provide the services of continuing such as voice, fax, data and manual service for the user.
Its advantage and benefit embody a concentrated expression of following several aspects:
1, enterprise customer aspect
1) avoids certain CTI operator of long-term dependence, had bigger flexibility to go to select CTI operator preferably;
2) enterprise forever has the business telephone number resource of oneself, and the propaganda investment of enterprise is protected, and has continuity preferably; Number is unique, simple, and the user is easy to memory;
3) number that utilizes original enterprise for enterprise provides service in 24 hours, makes the client of enterprise feel it is that enterprise is being its service as access code, further strengthens enterprise and client's relation.
4) can be the user and provide personalized service, to promote corporate image.
2, CTI operator
1) really accomplish with user to be this, be the service procedure that user enterprise provides personalized service, makes to measure, improved the capacity of competition of CTI operator:
2) improve user's response speed, for the user provide faster, better, more direct service;
3) alleviated the CTI business agent labour intensity, increase work efficiency.
Description of drawings
Fig. 1 is a system principle diagram of the present invention;
Fig. 2 is the block diagram of an one exemplary embodiments;
Fig. 3 is the structure chart of Fig. 2 embodiment;
Fig. 4 is an one customer call flow chart;
Fig. 5 is its telephone connection signal flow graph.
Embodiment
Below in conjunction with accompanying drawing the inventive method is further described.
Realize CTI voice service system that subscriber phone of the present invention shifts the method for servicing that continues as shown in Figure 1, it is mainly by the CTI voice service system, and the composition of the interface section between CTI voice service system and existing communication network.Described communication network is the pstn telephone net, or mobile radio communication, or other private network etc.
As implement illustration 2, shown in 3, its CTI system mainly comprises: IP phone interface (1), signaling interface (2), voice facsimile interface (3), voice exchange (4), system management server (6), e-mail server (7), interactive voice management server (8), dialup server (9), the voice system distribution server (10) that is used for the mean allocation traffic, database (12) is connected in the charging center (13) of database and the data center (14) of gathering and editing, CTI business interface (15), business support system (16), and the some terminals (5 of attending a banquet that are connected in business support system (16) and voice exchange (4), 11).
Described IP phone interface (1), signaling interface (2), voice facsimile interface (3) and voice exchange (4) are formed the interface section, and they all are positioned between system management server (6) and the public communication network.The CTI system can insert the pstn telephone net by described IP phone interface (1), signaling interface (2), voice facsimile interface (3) and voice exchange (4), or mobile radio communication, or other private network.
Described e-mail server (7), interactive voice management server (8), dialup server (9) and the voice system distribution server (10) that is used for the mean allocation traffic all are positioned between described system management server (6) and the database (12).Described four servers (7～10) are connected with business support system (16) by a CTI business interface (15).
The major function of each part mentioned above is explained as follows.
IP phone interface (1) connects with reference to the GB standard as the connecting interface of system and the Internet.
The interface that signaling interface (2) is connected with communication network as system generally adopts the signalling system No.7 interface mode to connect, and the connection standard is with reference to ccitt standard.
Telephony interface (4) adopts voice exchange, is used for changing voice signal into digital signal, flows in system.
System management server＜CTI Server〉(6) be the core of system, it is used for equipment, systems soft ware of management system etc.
E-mail server＜E-MAIL Server〉(7) be used for system and Internet connection, the sending and receiving of E-MAIL are handled.
Interactive voice management server＜IVR Server〉(8), under the prompting of system, operating system of user is play voice, realizes interactive voice response.
Dialup server＜Dial Server〉(9) sending and receiving of being used to check numbers etc. handle.
Voice system distribution server＜ACD Server〉(10) be used for providing service to the terminal of attending a banquet (5,11), and system handles phone with the principle of mean allocation phone quantity.The time of handling phone if attend a banquet is identical, in the unit interval, will handle as many phone.
Database (12) is used for all information datas of storage system.
Charging center (13) is used to write down, add up the calling that enters/produce system, and charges by certain rate.
The data center (14) of gathering and editing is used for the typing and the editor of data.
CTI business interface＜CTI-Link〉(15) be used to connect above-mentioned four servers (7～10) and business support system (16).
Business support system (16) is a multi-service back-up system, can handle multiple business simultaneously.
The terminal of attending a banquet (5,11) manages attending a banquet, support etc.
Implementation procedure below in conjunction with Fig. 4,5 customer call flow charts and telephone connection signal flow graph explanation the inventive method.
The user dial shift phone flow process as shown in Figure 4.Wherein A is client's (caller) telephone number, and B is enterprise (user, a called) business telephone number, and C is the telephone number of CTI system.
1, client (A) dials the phone B of enterprise (B);
2, the phone B of enterprise (B) has transferred to C;
3, client's (A) phone A also is transferred to C;
4, C is connected in the CTI system;
When 5, client (A) dials the phone B of enterprise (B), will show client's (A) the information and the information of enterprise (B) in the CTI system;
6, the CTI system will be with the name of enterprise (B) to client (A) service of continuing, ' you are good, and enterprise (B) has anything can help you ... '
This method of service that continues, for enterprise (B), the CTI system is the prolongation of enterprises service time; The CTI system can be more professional be user's service.What client (A) can not feel to have change for the service of enterprise (B), feels in full accord.
Fig. 5 is its telephone connection signal flow graph.I AM wherein is an initial address message; GRQ is general solicited message; GSM is that general forward direction is set up informational message; ACM is the address perfect information; ANC is a response message, charges; CLF is a disconnecting signal; RLG is a release guard signal.
At first, the registered unconditional branch of phone B of enterprise (B) is to C, and when client (A) calls out B, shared telephone exchange will be transferred to C automatically.
Wherein, some signal instruction are as follows between B and the C:
The IAM signal message bit I=1 (sending calling elsewhere) that represents to speak;
The GRQ signal should be made as H ' 04 (bit C=1 represents to ask former called address B), or H ' 06 (bit B=1, C=1, expression request calling address A and former called address B);
GSM signal response type represents that language is H ' 08 (expression comprises former called address), or H ' OA (expression comprises caller and former called address).
Above-mentioned signal flow graph has comprised the signal flow of whole calling procedure, key of the present invention is after C receives the IAM signal that A sends, send the former called address B of GRQ request signal to A, the number information that in the GSM signal that A returns, comprises former called (B), insert in the processing module the user of CTI system the GSM line signal is handled, detect, judge, analyze, classification, obtain the information such as number B of number A and former called (B) of caller (A), and the user profile in the system database retrieved, real-time to the operator, automatically the information that shows this enterprise (B) is finished whole handshaking procedure.
The key of native system is the call forwarding function that utilizes enterprise (B) to be provided with, insert the CTI system, user in the CTI system inserts processing module and asks former called address (number) to A transmission GRQ, can be truncated to calling number and former called address (number) simultaneously in the GSM signal that returns.
Claims (4)
1, a kind of subscriber phone is transferred to the method for servicing that continues of computer telephony system integrated (CTI) voice service system, and its computer telephony system integrated (CTI) voice service system is connected to communication network by interface, it is characterized in that taking following steps:
A, user are in the registration of computer telephony system integrated speech service system, and user's information deposits the database of described voice service system in;
B, subscriber phone are provided with transfer, phone are transferred to the telephone number at computer telephony system integrated speech system service center;
C, when subscriber phone that customer call has shifted, be transferred to described voice service system automatically by shared telephone exchange; The management server of described voice service system adopts the former called user information of response mode request, by the access processing module in the described management server to the described former called user information of the receiving processing that detects, judges, analyzes, classifies, extract calling number and original called party number, and then inquire about information relevant in the described database with former called subscriber, by attend a banquet terminal or dialup server or voice system distribution server or interactive voice management server or e-mail server with the service of continuing of called subscriber's name.
2, transfer to the method for servicing that continues of computer telephony system integrated (CTI) voice service system according to the described subscriber phone of claim 1, it is characterized in that: the management server of described voice service system adopts the step of the former called user information of response mode request to be, after described management server is received initial address message (IAM) call signal, access processing module in the described management server sends solicited message (GRQ) request original called party number to client, client is returned forward direction and is set up information (GSM) signal, and described access processing module is set up at the forward direction that client is returned and extracted calling number and original called party number in information (GSM) signal.
3, transfer to the method for servicing that continues of computer telephony system integrated (CTI) voice service system according to the described subscriber phone of claim 1, it is characterized in that: the described service of continuing comprises voice, fax, data and manual service.
4, transfer to the method for servicing that continues of computer telephony system integrated (CTI) voice service system according to the described subscriber phone of claim 1, it is characterized in that: described communication network is the pstn telephone net, or mobile radio communication, or other private network.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB001175041A CN1148937C (en) | 2000-10-18 | 2000-10-18 | Adapting service method to transfer user's telephone calling to CTI phonetic service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB001175041A CN1148937C (en) | 2000-10-18 | 2000-10-18 | Adapting service method to transfer user's telephone calling to CTI phonetic service system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN1308451A CN1308451A (en) | 2001-08-15 |
| CN1148937C true CN1148937C (en) | 2004-05-05 |
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| Application Number | Title | Priority Date | Filing Date |
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| CNB001175041A Ceased CN1148937C (en) | 2000-10-18 | 2000-10-18 | Adapting service method to transfer user's telephone calling to CTI phonetic service system |
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Families Citing this family (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100515124C (en) * | 2004-02-07 | 2009-07-15 | 华为技术有限公司 | Method for implementing telephone operator helping in intelligent network |
| CN100394737C (en) * | 2005-07-11 | 2008-06-11 | 西安大唐电信有限公司 | Method for accessing network server and supporting system |
| CN1859589B (en) * | 2005-12-15 | 2010-05-05 | 华为技术有限公司 | Call processing method and device |
| EP1838077A1 (en) * | 2006-03-24 | 2007-09-26 | British Telecommunications Public Limited Company | Computer telephony system, method and server |
| CN100461783C (en) * | 2006-09-05 | 2009-02-11 | 华为技术有限公司 | Realiation method for forward shifting FAX file |
| CN101589379A (en) * | 2006-11-06 | 2009-11-25 | 戴尔营销美国公司 | A system and method for managing data across multiple environments |
| CN101227526B (en) * | 2007-01-19 | 2011-03-02 | 中兴通讯股份有限公司 | Method and apparatus for implementing blind transfer business |
| CN100563285C (en) * | 2007-03-13 | 2009-11-25 | 华为技术有限公司 | Call transferring method, computer telephone integration platform, resources for traffic equipment, call center system and communication system |
| CN101316383B (en) * | 2007-05-31 | 2011-04-20 | 中兴通讯股份有限公司 | Method for implementing conversation blind forwarding |
| CN101291371B (en) * | 2008-06-24 | 2013-02-13 | 中国移动通信集团海南有限公司 | Method and device for call processing |
| CN106506882A (en) * | 2016-11-28 | 2017-03-15 | 江苏鸿信系统集成有限公司 | A kind of method for improving mobile phone outgoing call efficiency |
| CN113489850B (en) * | 2021-06-25 | 2023-03-24 | 上海豹云网络信息服务有限公司 | Telephone number protection method, device, system and storage medium |
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2000
- 2000-10-18 CN CNB001175041A patent/CN1148937C/en not_active Ceased
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