CN116456029A - Interactive voice response IVR call flow method - Google Patents
Interactive voice response IVR call flow method 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
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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
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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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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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D30/00—Reducing energy consumption in communication networks
- Y02D30/70—Reducing energy consumption in communication networks in wireless communication networks
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Abstract
The invention discloses an interactive voice response IVR call flow method, which relates to the technical field of interactive voice response IVR calls and comprises the following steps: the voice response is initialized successfully; b: the external line channel enters an 'idle' mode, in which the application can call all functions applicable to the analog channel; c: in the "idle" mode the application calls the off-hook function SsmPickup or PickUp, which is entered in the "off-hook" mode. According to the interactive voice response IVR call flow method, the complex task processing queue is not adopted in the flow, a branch structure of cyclic processing is adopted, each user corresponds to a thread generated by the uintptr_t_begin, each channel on the board card is circularly scanned, and each channel has only one unique state at a certain moment, so that the data safety and the module independence can be effectively ensured, the development efficiency and the reliability of software are improved, and a plurality of user tasks can be processed in parallel.
Description
Technical Field
The invention relates to the technical field of interactive voice response IVR calling, in particular to an interactive voice response IVR calling flow method.
Background
The development of telecommunication voice interaction technology makes user self-service a common and popular service method for telecommunication operators and is widely applied to various fields of people living. The development of information technology makes self-service (self-service) of users a popular service method and is widely used in various fields of people's life. IVR (InteractiveVoiceResponse) is important equipment for self-service, and is an important means for realizing 7x24 hours service for a modern social customer service center by completing the functions of guiding a user to select, automatically reporting and reading voice, automatically receiving and transmitting fax and the like;
the IVR provides more convenient service handling modes for telecommunication users, is simple to use and operate, is simple to operate, is accepted by the vast users at present, and the most common service of the IVR is 10000 # of telecommunication, 10086 and 170 telephone fee inquiry, fault repair, mobile phone rechargeable card and the like, and extends the traditional service to the tail end of a telephone, so that the users can handle service handling operation equivalent to a business hall by using the telephone without going out, thereby greatly reducing the service pressure of the business hall and providing diversified services for the users; the existing method improves the development efficiency and the reliability of software, and can not process a plurality of user tasks in parallel, so an interactive voice response IVR call flow method is provided.
Disclosure of Invention
The present invention is directed to an interactive voice response IVR call flow method, so as to solve the problems set forth in the background art.
In order to achieve the above purpose, the present invention provides the following technical solutions: an interactive voice response IVR call flow method, comprising the following steps:
a: the voice response is initialized successfully;
b: the external line channel enters an 'idle' mode, in which the application can call all functions applicable to the analog channel;
c: the application program calls an off-hook function SsmPickup or PickUp in an idle mode, and enters an off-hook mode at the moment;
d: the application program calls an off-hook function Ssm AUTODial in an off-hook mode, a waiting dial tone mode is entered at the moment, a driver calls a function Ssm GRITRINGCount to inquire the ringing count, and if the ringing count is larger than 1 for the DTMF type CALLERID, the channel enters a ringing mode;
e: calling a function SsmPickup or PickUp in a ringing mode automatically enters a talking mode;
f: in the "waiting for dial tone" mode, the driver calls the function ssmgettoncnanalyzccresult to get a return value of 1 (dial tone), at which time the "dial" task will be started, and the driver will automatically enter the "hang-up" mode without detecting a tone within a specified time.
G: the driver call function SsmChkTxDTmf in the "dialing" mode enters the "waiting for dialing result" mode, and the driver call function SsmGetTonenAnalyzeResult return value of 3 (ring back tone detected) in the "waiting for dialing result" mode enters the "waiting for called off-hook" mode;
h: the driver call function SsmGetTonenAnalyzeResult returns to 1/2/3/4/5/6 in the "waiting for dialing result" mode and the "waiting for called off-hook" mode, or the polarity reversal signal is automatically entered into the "suspension" mode when the disable polar reverse is configured to 0;
i: the driver calling function ssmnettoneseAnalyzeresult return value 7 (FI/F2/voice response) in the "waiting for called off-hook" mode will enter the "talk" mode, and the busy tone (the other party hangs up first) will enter the "suspend" mode.
Further, in the "off-hook" mode, the application may call all functions applicable to the analog channel, as described in step D, and in the "off-hook" mode, the application calls the on-hook function SsmHangup or HangUp, which may connect "user a".
Furthermore, according to step E, the "ringing" mode indicates that a call is being placed, in the "ringing" mode, if the channel-supported CALLERID operation application program can call the ssmgetcallerl or ssmgetcallerdidex to take out calling information, or can call the off-hook function to "off-hook" the channel, and in the "ringing" mode, the driver calls the SsmGetRingCount to obtain the return value 0 and then enters the "idle" mode again.
Further, according to the step F, when the channel receives the CALLERID in FSK mode, the function ssmen enabled rxdtmf is called to start the DTMF receiver, and when the channel supports the polarity reversal detection function in "waiting for dial tone", the polarity reversal detector is started, and when the application program calls the on-hook function SsmHangup or HangUp in "waiting for dial tone" mode, the user a is connected.
Further, according to step F, the driver does not detect a tone within a specified period of time in the "suspend" mode, and the "maxwaidialtonetime=" configuration item is set in the system configuration file [ SystemConfig ] section, and the default value is 5 seconds.
Further, according to the step G, the "waiting for dialing result" mode is an intermediate state of automatic dialing, and the driver automatically calls the ssmgetetone analysis result of the function in the "waiting for dialing result" mode continuously to determine the result of automatic dialing.
Further, the "waiting for dialing result" mode and the "waiting for called off-hook" down setting 1/2/3/4/5/6 are on-hook reasons according to step H, 1 and 4 are busy tones detected, 2 and 5 are no sound after detecting a ring back tone, and 3 and 6 are silence detected.
Furthermore, according to the interactive voice response IVR call flow in the step a-step I, the system adopts a windows network operating system, the server can select an industrial controller with stable and reliable performance, the network communication in the step a-step I is based on TCP and IP protocol families, and the step a-step I system supports distributed processing, so that multiple hosts share voice resources through an IVR gateway, and the server has very strong expansion capability.
Further, according to step a-step I, the IVR interactive voice response system functions include a telephone function, an intelligent routing function, an automatic response function, a database query function, and a plurality of voice functions, and according to step a-step I, the IVR interactive voice response application services include a personal password verification function, a voice recognition function, a voice reading function, and an event application function;
telephone function: the method can be used for answering, voice channel transfer, multiparty conference, dialing, reservation and on-hook;
intelligent routing function: the voice response device can operate as a single voice response device and is used for responding to the calling number and the user information of the user;
automatic response function: the user can realize interaction with the IVR system through voice prompt and key selection, and the system supports various key modes;
database query function: the data can be quickly accessed by communicating with various large databases through standard ODBC and ADO interfaces;
a variety of voice functions: the voice prompt or the consultation information can be played by different languages according to the requirements;
personal password authentication: personal password verification from seat transfer is supported, and a conference mode is formed by seat personnel and users;
speech recognition and text newspaper reading: support advanced TTS and ASR techniques;
event application function: the method can support writing and calling of various events in the process of customizing the events and binding and process key operation.
Furthermore, the IVR interactive voice response configuration in step A-step I comprises IVRF adopting full-graphic flow configuration management, supporting offline flow test and real-time loading (without restarting service), supporting service data interaction with an artificial seat, supporting various data access interfaces and database direct connection, supporting telephone priority and preferred seats, setting a basic TTS (text to speech) library, supporting application integration, and supporting integration with a third party ASR through MRCP (media independent control protocol) to realize intelligent VR.
Compared with the prior art, the invention has the beneficial effects that:
1. the initialization code of the invention comprises an initialization card, a channel number and channel type obtained, an initialization channel state list and the like, wherein the initialization code is called once at the time of starting, then the transaction processing code processes the real-time situation, scanATrungch which is generally placed in an ONTIMER function is core operation, wherein the clearing code comprises the steps of closing a voice card, releasing resources used by a driver program and the like, and destructively calling at the time of exiting a demonstration program. After a server is opened, a PBX is started firstly, then a program Call of the Shift register Windows is operated, a window appears on a screen, each row in a ListView control corresponds to one path of external line channel, when an external line is dialed, the operation is started, the process does not adopt a complex task processing queue, a branch structure of circular processing is adopted, each user corresponds to a thread generated by the uintptr_t_benthread, each channel on a circular scanning board card has only one state at a certain moment, after entering a certain state, the ONTIMER is correspondingly operated to allocate a certain time to each user, the scanning and updating are not carried out for a period of time, the state transition is realized by circularly executing a for statement in ScanATrumkCh, the process can be effectively and conveniently controlled through multi-mode, thereby the data safety and the module independence can be effectively ensured, the development efficiency and the reliability of the software are improved, and a plurality of user tasks can be processed in parallel;
2. the telephone function of the invention provides rich telephone functions, and can carry data switching between the manual seat and the IVR system when a user calls; the intelligent routing function can provide service in a default language of a user according to the user information, or can directly route a user telephone channel to a certain branch node of an IVR flow according to a calling number of the user, and the like; the automatic response function can realize the continuous dialing/quick dialing function selected by the user key and the identification of ID number or password input by the user; the database inquiry function supports the access of a database system on a remote or local network, the data can be directly completed through a service program to operate, and the multilingual support of the IVR can play voice prompts or consultation information with different languages according to requirements; personal password verification is used for protecting personal privacy of a user, and after verification is successful, the user can return to the seat; the voice recognition and text newspaper reading can realize automatic voice recognition and text-to-speech conversion, and can intelligently broadcast any combination of data to a user; the event work application function supports writing and calling of various events, and when each flow is started, the attributes of the flows are stored in the system, and the events are automatically loaded according to interactive response of users.
Drawings
FIG. 1 is a schematic flow chart of the present invention;
FIG. 2 is a schematic diagram of the IVR interactive voice response system and its application;
fig. 3 is a schematic diagram of an IVR interactive voice response configuration according to the present invention.
Detailed Description
The following description of the embodiments of the present invention will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present invention, but not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
As shown in fig. 1-3, an interactive voice response IVR call flow approach includes the following steps:
a: the voice response is initialized successfully;
b: the external line channel enters an 'idle' mode, in which the application can call all functions applicable to the analog channel;
c: the application program calls an off-hook function SsmPickup or PickUp in an idle mode, and enters an off-hook mode at the moment;
d: the application program calls an off-hook function Ssm AUTODial in an off-hook mode, a waiting dial tone mode is entered at the moment, a driver calls a function Ssm GRITRINGCount to inquire the ringing count, and if the ringing count is larger than 1 for the DTMF type CALLERID, the channel enters a ringing mode;
e: calling a function SsmPickup or PickUp in a ringing mode automatically enters a talking mode;
f: in the "waiting for dial tone" mode, the driver calls the function ssmgettoncnanalyzccresult to get a return value of 1 (dial tone), at which time the "dial" task will be started, and the driver will automatically enter the "hang-up" mode without detecting a tone within a specified time.
G: the driver call function SsmChkTxDTmf in the "dialing" mode enters the "waiting for dialing result" mode, and the driver call function SsmGetTonenAnalyzeResult return value of 3 (ring back tone detected) in the "waiting for dialing result" mode enters the "waiting for called off-hook" mode;
h: the driver call function SsmGetTonenAnalyzeResult returns to 1/2/3/4/5/6 in the "waiting for dialing result" mode and the "waiting for called off-hook" mode, or the polarity reversal signal is automatically entered into the "suspension" mode when the disable polar reverse is configured to 0;
i: the driver calling function ssmnettoneseAnalyzeresult return value 7 (FI/F2/voice response) in the "waiting for called off-hook" mode will enter the "talk" mode, and the busy tone (the other party hangs up first) will enter the "suspend" mode.
In the "off-hook" mode, the application may call all functions applicable to the analog channel, and in the "off-hook" mode, the application calls the off-hook function SsmHangup or HangUp, which will connect "user a".
According to the step E, the ringing mode indicates that a call is being placed, in the ringing mode, if the channel supporting CALLERID operation application program can call a function SsmGETCACETCalled or SsmGETCalrIdEx to take calling information, an off-hook function can be called to "off-hook" the channel, and in the ringing mode, a driver calls a function SsmGETRINgCount to obtain a return value 0 and then enters an idle mode again.
And F, according to the step F, when the CALLERID mode is FSK mode, calling a function SsmEnablecRxPTmf to start the DTMF receiver, and when the channel supports the polarity reversal detection function in the "waiting dial tone" mode, starting a polarity reversal detector, and when the application program calls a hang-up function SsmHangup or Hangup in the "waiting dial tone" mode, connecting the user A.
According to the "suspend" mode in step F, the driver does not detect a tone within a specified time, and the "maxwaidialtonetime=" configuration item is set in the system configuration file [ SystemConfig ] section, and the default value is 5 seconds.
And D, according to the step G, the mode of waiting for the dialing result is an intermediate state of automatic dialing, and the driver continuously and automatically calls the function SsmGetTonenAnalyzeResult to inquire the signal tone analysis result in the mode of waiting for the dialing result so as to judge the automatic dialing result.
The "waiting for dialing result" mode and "waiting for called off-hook" down settings 1/2/3/4/5/6 are on-hook reasons according to step H, with 1 and 4 being busy tones detected, 2 and 5 being silent after detecting a ring back, and 3 and 6 being silent.
According to the interactive voice response IVR call flow in the step A-step I, a WINDOWNT network operation system is adopted in the system, a server can select an industrial controller with stable and reliable performance, the network communication in the step A-step I is based on TCP and IP protocol families, the step A-step I supports distributed processing, and the multi-host sharing of voice resources is realized through an IVR gateway, so that the interactive voice response IVR call flow has very strong expansion capability.
The IVR interactive voice response system comprises a telephone function, an intelligent routing function, an automatic response function, a database query function and a plurality of voice functions according to the step A-the step I, and the IVR interactive voice response application service comprises a personal password verification function, a voice recognition function, a voice reading function and an event application function according to the step A-the step I;
telephone function: the method can be used for answering, voice channel transfer, multiparty conference, dialing, reservation and on-hook;
intelligent routing function: the voice response device can operate as a single voice response device and is used for responding to the calling number and the user information of the user;
automatic response function: the user can realize interaction with the IVR system through voice prompt and key selection, and the system supports various key modes;
database query function: the data can be quickly accessed by communicating with various large databases through standard ODBC and ADO interfaces;
a variety of voice functions: the voice prompt or the consultation information can be played by different languages according to the requirements;
personal password authentication: personal password verification from seat transfer is supported, and a conference mode is formed by seat personnel and users;
speech recognition and text newspaper reading: support advanced TTS and ASR techniques;
event application function: the method can support writing and calling of various events in the process of customizing the events and binding and process key operation.
The IVR interactive voice response configuration in the step A-I comprises IVRF adopting full-graphic flow configuration management, supporting offline flow test and real-time loading (without restarting service), supporting business data interaction with a manual seat, supporting various data access interfaces and database direct connection and the like, supporting telephone priority and preferred seat, built-in basic TTS morpheme library, application integration support, and supporting the realization of intelligent VR through MRCP protocol and third party ASR integration.
Working principle: the interactive voice response IVR call flow method is that (1) whether the channel rings is detected, if the ring is found, the channel is taken off the hook; (2) delay 500-1000 ms; (3) playing the prompt tone: welcome, record please press (1), listen to the voice please press (2), call others to press (3); (4) A caller DTMF key input function and an application selection are received. If the step (4) is pressed, the step (6) is used for ending the incoming call processing, other keys are switched to corresponding branch processing (5), and after the branch processing is ended, the step (4) is switched to; (5) branching treatment see below; (6) playing the prompt tone: "thank you for using the system, bye", playback is finished after receiving the service. Branching process (1): 1, voice prompt of 'please press #' after recording is finished, which is 30 seconds at most; 2, recording; 3, voice prompt is that the user listens to the recording effect and presses (1), the user again records the voice prompt and presses (2), and the user determines that the user records the voice prompt and presses (3); 4, accepting DTMF key input; 5, if the input (1) is input, playing "askExit.wav (continue to press (1), exit to press (4))"; branching process (2): 1, after the hello.wav (hello thank uses the system) is played, continuing playing "askexit.wav (continue to press (1), exit to press (4))" branch processing (3): 1, playing a prompt tone; 2, receiving the input of the calling number; 3, finding an idle channel and calling out; 4, playing the voice of the calling-out and calling-in user after the user is off-hook; and 5, playing an askExit.wav after hanging up the outgoing channel (continuing to press (1), exiting to press (4)), wherein the initialization code of the invention comprises an initialization card, the number of acquired channels, the channel type, an initialization channel state list and the like, which are called once at startup, then the transaction code processes the real-time situation, and ScanATrunkch which is generally placed in an ONTIMER function is a core operation, wherein the clearing code comprises closing the voice card, releasing resources used by a driver and the like, and destructing the call when the demonstration program exits. After a server is opened, a PBX is started first, then a program Call of the Shift register Windows is operated, a window appears on a screen, each row in the ListView control corresponds to one path of external line channel, when a user telephone dials out, the operation is started, the process does not adopt a complex task processing queue, a branch structure of circular processing is adopted, each user corresponds to a thread generated by the uintptr_t_benthread, each channel on a circular scanning board card has only one state at a certain moment, the ONTIMER is correspondingly operated after entering a certain state, a certain time is allocated to each user, the scanning and updating are not carried out for a period of time, the state transition is realized by circularly executing a for statement in ScanATrumkCh, the process can be effectively and conveniently controlled through multi-mode performance, thereby the data safety and the module independence can be effectively ensured, the development efficiency and the reliability of the software are improved, and a plurality of user tasks can be processed in parallel. The telephone function of the interactive voice response IVR call provides rich telephone functions, and the incoming call of the user can carry data switching between the manual seat and the IVR system; the intelligent routing function can be operated as a single voice response device, and the IVR supports various intelligent routing functions according to the calling number and user information of the user, for example, the system can provide service in the default language of the user according to the user information, or the user telephone channel can be directly routed to a branch node of the IVR flow according to the calling number of the user; the automatic response function user realizes interaction with the IVR system through voice prompt and selection keys, the system supports various key modes, realizes continuous dialing/quick dialing function selected by the user keys and identification of ID numbers or passwords input by the user, and supports the use of shortcut keys to directly enter into a menu with any depth at one time in a multi-stage voice navigation menu; the database query function can communicate with various large databases through standard ODBC and ADO interfaces, quickly realize data access, support database system access on a remote (WAN) or local network (LAN), and can directly finish data operation (adding, deleting, modifying and querying records) through a service program; the multilingual function support of IVR can play voice prompt or consultation information with different languages according to requirements; the personal password verification function (optional) is used for protecting the personal privacy of the user, the IVR supports personal password verification from the seat transfer, the seat personnel and the user form a conference mode, and after the verification is successful, the seat can be returned; the voice recognition and text newspaper reading function (optional) IVR supports advanced TTS technology and ASR technology, can realize automatic voice recognition and text-to-speech conversion, and can intelligently broadcast any combination of data to users; the event function can support writing and calling of various events (such as a stored process, a function and a socketAPI) in the process of customizing the events and binding and process key operation; when each flow is started, the attributes of the flows are stored in the system, and events are automatically loaded according to interactive response of users, which is the working principle of the interactive voice response IVR call flow method.
The embodiments of the invention have been presented for purposes of illustration and description, and are not intended to be exhaustive or limited to the invention in the form disclosed. Many modifications and variations will be apparent to those of ordinary skill in the art. The embodiments were chosen and described in order to best explain the principles of the invention and the practical application, and to enable others of ordinary skill in the art to understand the invention for various embodiments with various modifications as are suited to the particular use contemplated.
Claims (10)
1. An interactive voice response IVR call flow method, comprising the steps of:
a: the voice response is initialized successfully;
b: the external line channel enters an 'idle' mode, in which the application can call all functions applicable to the analog channel;
c: the application program calls an off-hook function SsmPickup or PickUp in an idle mode, and enters an off-hook mode at the moment;
d: the application program calls an off-hook function Ssm AUTODial in an off-hook mode, a waiting dial tone mode is entered at the moment, a driver calls a function Ssm GRITRINGCount to inquire the ringing count, and if the ringing count is larger than 1 for the DTMF type CALLERID, the channel enters a ringing mode;
e: calling a function SsmPickup or PickUp in a ringing mode automatically enters a talking mode;
f: in the "waiting for dial tone" mode, the driver calls the function ssmgettoncnanalyzccresult to get a return value of 1 (dial tone), at which time the "dial" task will be started, and the driver will automatically enter the "hang-up" mode without detecting a tone within a specified time.
G: the driver call function SsmChkTxDTmf in the "dialing" mode enters the "waiting for dialing result" mode, and the driver call function SsmGetTonenAnalyzeResult return value of 3 (ring back tone detected) in the "waiting for dialing result" mode enters the "waiting for called off-hook" mode;
h: the driver call function SsmGetTonenAnalyzeResult returns to 1/2/3/4/5/6 in the "waiting for dialing result" mode and the "waiting for called off-hook" mode, or the polarity reversal signal is automatically entered into the "suspension" mode when the disable polar reverse is configured to 0;
i: the driver calling function ssmnettoneseAnalyzeresult return value 7 (FI/F2/voice response) in the "waiting for called off-hook" mode will enter the "talk" mode, and the busy tone (the other party hangs up first) will enter the "suspend" mode.
2. An interactive voice response IVR call flow method according to claim 1, characterized in that in step D the application can call all functions applicable to the analog channel in "off-hook" mode, and in "off-hook" mode the application calls the on-hook function SsmHangup or HangUp to connect "user a".
3. An interactive voice response IVR call flow method according to claim 1, characterized in that said "ringing" mode according to step E indicates that a call is being placed, in "ringing" mode, if the channel support calerid operation application can call the function ssmgetcalld or ssmgetcalldidex to take out the caller information, the off-hook function can also be called to "off-hook" the channel, and in "ringing" mode the driver calls the function SsmGetRingCount to get the return value 0 to enter "idle" mode again.
4. The interactive voice response IVR call flow method according to claim 1, wherein in step F, the call function ssmen lcrxtmf is invoked to start the DTMF receiver when the channel receives the calerid in FSK mode, the polarity inversion detector is started when the channel supports the polarity inversion detection function in "waiting for dial tone" mode, and the application call hang-up function SsmHangup or HangUp is connected to "user a" in "waiting for dial tone" mode.
5. An interactive voice response IVR call flow method according to claim 1, wherein the driver does not detect a tone for a specified period of time in the "suspend" mode according to step F, and the default value is 5 seconds in the "maxwaidialtonetime=" configuration item setting in the system configuration file [ SystemConfig ].
6. An interactive voice response IVR call flow method according to claim 1 wherein the "wait for dialing result" mode is an intermediate state of automatic dialing and the driver automatically invokes the ssmgeteton Analyzeresult query tone analysis result in the "wait for dialing result" mode continuously to determine the result of automatic dialing.
7. An interactive voice response IVR call flow method according to claim 1, wherein the "wait for dialing result" mode and "wait for called off-hook" down setting 1/2/3/4/5/6 are on-hook reasons according to step H, 1 and 4 are busy tones detected, 2 and 5 are no sound after detecting a ring back, and 3 and 6 are silence detected.
8. The method as claimed in claim 1, wherein the interactive voice response IVR call flow system according to step a-step I uses a windows network operating system, the server can select an industrial controller with stable and reliable performance, the network communication of step a-step I is based on TCP and IP protocol families, and the system of step a-step I supports distributed processing, so that multiple hosts share voice resources through the IVR gateway, and the method has a very strong expansion capability.
9. The interactive voice response IVR call flow method of claim 1 wherein the IVR interactive voice response system functions according to step a-step I include telephony functions, intelligent routing functions, automatic response functions, database query functions and various voice functions, and the IVR interactive voice response application services according to step a-step I include personal password verification, voice recognition and voice reading and event application functions;
telephone function: the method can be used for answering, voice channel transfer, multiparty conference, dialing, reservation and on-hook;
intelligent routing function: the voice response device can operate as a single voice response device and is used for responding to the calling number and the user information of the user;
automatic response function: the user can realize interaction with the IVR system through voice prompt and key selection, and the system supports various key modes;
database query function: the data can be quickly accessed by communicating with various large databases through standard ODBC and ADO interfaces;
a variety of voice functions: the voice prompt or the consultation information can be played by different languages according to the requirements;
personal password authentication: personal password verification from seat transfer is supported, and a conference mode is formed by seat personnel and users;
speech recognition and text newspaper reading: support advanced TTS and ASR techniques;
event application function: the method can support writing and calling of various events in the process of customizing the events and binding and process key operation.
10. The interactive voice response IVR call flow method according to claim 1, wherein the IVR interactive voice response configuration according to step a-step I includes IVRF adopting full graphical flow configuration management, supporting offline flow test and real-time loading (without restarting services), supporting business data interaction with manual agents, supporting various data access interfaces and direct database connection, supporting phone priority and preferred agents, built-in basic TTS morpheme library, application integration support, supporting integration with third party ASR through MRCP protocol to implement intelligent VR.
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| Application Number | Priority Date | Filing Date | Title |
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| CN202310329857.7A CN116456029A (en) | 2023-03-30 | 2023-03-30 | Interactive voice response IVR call flow method |
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| CN202310329857.7A CN116456029A (en) | 2023-03-30 | 2023-03-30 | Interactive voice response IVR call flow method |
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