CN1403991A - Efficient link-up management system - Google Patents
Efficient link-up management system Download PDFInfo
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- CN1403991A CN1403991A CN 02145953 CN02145953A CN1403991A CN 1403991 A CN1403991 A CN 1403991A CN 02145953 CN02145953 CN 02145953 CN 02145953 A CN02145953 A CN 02145953A CN 1403991 A CN1403991 A CN 1403991A
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Abstract
The efficient connection management system (ECM) features that the control layer of the intelligent connection architecture (ICA) endows the modules with new functions and performs specific mutual calling to prefect the management system. In the same time, the fusion communication technology is applied in the field of enterprise management, so that one electronic management measure is provided to the connection management for enterprises. The present invention can raise the communication efficiency of enterprise and thus the whole management efficiency.
Description
Technical field
The present invention relates to the management system in a kind of enterprise-level field, particularly a kind of efficient communication management system that is fit to be applied between enterprises, enterprise and investor, affiliate, the client.
Background technology
Along with the aggravation of global economic integration progress, the continuous development of infotech, enterprise is faced with more keen competition.Enterprise not only needs to handle the inner information that is produced, and also needs to handle and relevant information such as external transactions, activity, environment simultaneously.How to set up one fast and effectively communication system make the employee with suitable form within the appropriate time, obtain suitable information, fulfil their obligation smoothly, become one of current enterprise operator's urgent problem.
What existing enterprise management system had has just done very big improvement in management, can realize enterprises and outside communication, and the fusion of communication modes such as converged communication technology such as WEB, Email, phone speech, SMS, fax, instant messaging and the management system that is adopted organically not combined.The management system that has just emphasizes to use the converged communication technology, and the supervision and the monitoring of really not accomplishing to link up overall process on the administrative mechanism, do not form complete communication strategy such as affairs prompt, the transaction notification of a cover, press automatically, leader supervisor, system operating strategies such as warnings automatically, and in converged communication technology that it adopted or the unified message technology to information such as voice, Email, fax, note being adopted different forms store with the form of file; Conversion between the medium is undertaken by specific program; Even " different medium use different servers ", this has brought expensive purchase cost and maintenance cost not only for owner (the particularly user of enterprise-level), and the function expansion also is restricted.Management system in sum still brings great convenience all can not in the control management operating of enterprise from linking up for inside and outside portion of enterprise from management control, make the foundation that provides favourable clear for the reasonable distribution of human resources, institutional adjustment, personnel's responsibility can not for simultaneously enterprise, therefore can not fundamentally improve the communication efficient of enterprise.
Summary of the invention
The objective of the invention is a kind of efficient communication management ECM (the Effective Communication Management) system that proposes at above-mentioned the deficiencies in the prior art, this system improves on the basis of existing administrative skill and makes management system have management and communication mechanism efficiently, can improve the collaborative work ability of enterprises and the work efficiency of enterprise.
For achieving the above object, the present invention realizes as follows:
A kind of efficient communication management ECM system, the intelligence of this ECM system employs is linked up architecture ICA (Intelligent Communication Architecture) and mainly is divided into client layer, application layer, key-course, message layer and 5 aspects of foundation structure: (1) foundation structure is made up of network, hardware platform, operating system, four parts of database; (2) message layer is come E-mail, short message through media bus Media-bus by information gateway
Service SMS (Short Message Service), interactive voice response
IVR (Interactive Voice Response), fax, Web page, instant messaging advance
Row is integrated; (3) key-course by the message status machine to messaging controller, timer, inductor, trigger,
Analyzer carries out integrated; (4) application layer is made up of user service, system service two large divisions: the user serve mainly by
Flow definition, application module, parameter management, four modules of user management are formed; System
System service is mainly by four of accounting managements, monitoring management, log management, authentication service
Module is formed; (5) client layer is by Web browser, phone, mobile phone, facsimile recorder, Email user
Device ends such as Agent MUA (Mail User Agent), instant communication client
Form;
It is characterized in that: wherein the communication state machine of key-course is storage and manages all dynamic communications, and is responsible for safeguarding the communication state; Link up state machine and adopt the formation mode to store dynamic communication, obtain message in the formation by the inner strategy judgement then, be pushed to inductor after the device analysis by analysis and send; Link up state machine and can carry out self check simultaneously, also can receive the message that inductor is sent, the state that change is dynamically linked up when match state change condition.
Wherein the inductor of key-course is responsible for receiving the message data of linking up in the state machine formation, after giving analyzer and analyzing, this message data is sent by messaging controller; Inductor also be responsible for to receive by unified message server UMS (Unified Messaging Service) system by the message that messaging controller transmits, and after giving analyzer and analyzing, notice is linked up state machine and carried out Status Change.
Wherein the analyzer of key-course is linked up state machine, timer, trigger, inductor and is called, be responsible for business logic processing, be the strategy execution analysis after miscellaneous service action takes place, comprise the strategy execution of receiving after the message, strategy execution, the strategy execution when linking up Status Change, the format organization when sending message that the state of linking up in state machine and the database is linked up in change.
Wherein the trigger of key-course is responsible for calling analyzer, communication state in the change communication state machine and the storage data in the database.
Wherein the timer of key-course can be obtained the communication that meets certain time conditions and activate into dynamic communication according to Time Triggered from database, is stored in the formation of linking up state machine.
System has adopted multiple medium storage and uniform mechanism, adopts unified format to be stored in the database multiple message.
The message layer of system has adopted the media bus technology, and multiple media information unification is public media standard, and all requests all are sent to bus, carry out unified media conversion by bus.
System has adopted multiple medium uniform server, with multiple media information service unified realization on a hardware.
The external interface of this system adopts application programming interface API (ApplicationProgramming Interface) standard, can combine with ERP, CRM, OA system.
This system has created a whole set of communication and has linked up the definitional language of strategy and express standard C ML (Communication Markup Language), and with its form as communication data storage, expression, issue and inside and outside exchanges data.
The application of ECM system brings great convenience for the management of enterprise, by the ECM system the self registering mechanism of whole communication link is strengthened the dynamics of business administration, made the foundation that provides favourable clear for the reasonable distribution of human resources, institutional adjustment, personnel's responsibility also for simultaneously enterprise.With the existing communication mode effectively the integrated user of making can use flexibly, and the process of each communication all has manageability, is the characteristics of ECM system maximum.
The vast user that is applied as of ECM system provides communication mode flexibly, thereby makes the both sides of communication can carry out information mutual communication timely.For the enterprise customer, ECM then provides a kind of electronic management means for the communication management of enterprise, has improved enterprise communication efficient, thereby has created necessary condition for the whole efficiency raising of business administration, makes enterprise more competitive in intense market competition.
Description of drawings
Fig. 1 is that the intelligence of ECM system is linked up system (ICA) interior laminate layer structural representation;
Fig. 2 is the total synoptic diagram of running between ECM system key-course internal module;
Fig. 3 is that ECM system key-course mechanism of action concerns synoptic diagram;
Fig. 4 is that ECM system key-course is linked up the activation mechanism synoptic diagram;
Fig. 5 is an ECM system key-course Status Change schematic diagram of mechanism;
Fig. 6 is an ECM system key-course strategy execution schematic diagram of mechanism;
Fig. 7 is the connection diagram of ECM system and external common net;
Fig. 8 is that control flow chart is linked up in the single step of ECM system applies;
Embodiment
Below in conjunction with accompanying drawing ECM of the present invention system is described in further details.
As Fig. 1 is the intelligence communication architecture ICA interior laminate layer structural representation of ECM system employs, ICA is made up of client layer 5, application layer 4, key-course 3, message layer 2 and 1 five aspects of foundation structure, and foundation structure 1 is made up of network 11, hardware platform 12, operating system 13,14 4 parts of database; Message layer 2 is carried out integrated to E-mail Mail Gateway 24, SMS (Short Message Service) SMS messaging gateway 23, interactive voice response IVR22, Wireless Application Protocol Gateway 25 through media bus 21 by information gateway; Key-course 3 is undertaken integrated by 31 pairs of messaging controllers 32 of message status machine, timer 33, inductor 34, trigger 36, analyzer 35; Application layer 4 by the user serve 41, system service 42 two large divisions form: the user serves 41 and mainly is made up of flow definition, application module, parameter management, four modules of user management; System service 42 mainly contains functions such as accounting management, monitoring management, log management, authentication service; Client layer 5 is made up of device ends such as WEB browser 51, phone 52, mobile phone 53, facsimile recorder 54, Email user Agent MUA55.
Fig. 2 wherein communication state machine 31 of key-course 3 is to store and manage all dynamic communications, and be responsible for safeguarding the communication state, linking up state machine 31 adopts the formation mode to store dynamic communication, obtain message in the formation by the inner strategy judgement then, be pushed to inductor 34 after device 35 is analyzed by analysis and send; Link up state machine 31 and can carry out self check simultaneously, also can receive the message that inductor 34 is sent, the state that change is dynamically linked up when match state change condition;
Wherein the inductor 34 of key-course 3 is responsible for receiving the message datas of linking up in state machines 31 formations, after giving analyzer 35 and analyzing, this message data is sent by messaging controller 32; Inductor 34 also be responsible for to receive by unified message server UMS system 2 by the message that messaging controller 32 transmits, and after giving analyzer 35 and analyzing, notice is linked up state machine 31 and carried out Status Change;
Wherein the analyzer 35 of key-course 3 is called by communication state machine 31, timer 33, trigger 36, inductor 34, be responsible for business logic processing, be the strategy execution analysis after miscellaneous service action takes place, comprise the strategy execution of receiving after the message, strategy execution, the strategy execution when linking up Status Change, the format organization when sending message that the state of linking up in state machine 31 and the database 14 is linked up in change;
Wherein the trigger 36 of key-course 3 is responsible for calling analyzer 35, communication state in the change communication state machine 31 and the storage data in the database 14;
Wherein the timer 33 of key-course 3 can be obtained the communication that meets certain time conditions and activate into dynamic communication according to Time Triggered from database 14, is stored in the formation of linking up state machine 31.
Operate synoptic diagram as Fig. 2 between ECM system key-course 3 internal modules, key-course 3 is cores of total system running, and The whole control layer 3 carries out united and coordinating by linking up state machine 31.
There are four kinds of mechanism of action between each module, the relation between each mechanism of action such as Fig. 3:
Link up activation mechanism 56 static state communication activation is linked up for dynamic, and be stored in the communication state machine 31 by communication memory mechanism 57.When dynamically communication was in service, Status Change mechanism 59 was responsible for safeguarding the communication state.When linking up Status Change, carry out corresponding strategies by tactful trigger mechanism 58.
1, links up activation mechanism
As Fig. 4, the A-H step realizes linking up immediately or periodicity communication immediately, and the I-K step realizes regularly linking up or the timing cycle gender gap is led to.Detailed process is as follows: when initiating to link up by the WEB mode, call analyzer 35 by trigger 36, write the communication data in database 14.If link up immediately or periodically link up immediately, then insert in the formation of linking up state machine 31 simultaneously, and queuing notifies inductor 34 to send in proper order; If timing is linked up or the timing cycle gender gap is logical, then do not insert earlier and link up state machine 31, carry out poll check by timer 33, state machine 31 is linked up in the communication insertion that will meet time conditions.
Timer 33 regularly gives in to from driving wheel database 14, will meet the communication of initiating time conditions and join from database 14 and link up in the state machine 31.
2, link up memory mechanism
All are dynamically linked up to be stored in and link up in the state machine 31, are divided into linking up formation, cycle immediately and linking up formation, pass round formation, press formation, and each formation all possesses the marquis's of keeping formation, deposits the information that each formation is sent.When link up finishing, all formations and keep marquis's formation accordingly and all can empty show that this is dynamically linked up not exist.
3, link up state machine 31 Status Change mechanism
As Fig. 5, the A-D step realizes linking up state machine 31 self check Status Changes, and the E-H step realizes 31 changes of inductor 34 control communication state machines.
(1) links up the state machine self-detection mechanism
Link up state machine 31 regular self checks, will arrive the cycle communication formation of certain time initiation condition or press formation and send by inductor 34.
Simultaneously, link up state machine 31 when self check, satisfy certain Status Change time conditions if find the marquis's formation of keeping of linking up formation and cycle communication formation immediately, then call analyzer 35 and analyze, and change the state of communication state machines 31 and the data in the database 14 by trigger 36.For example: ditch has passed through processing during the time limit, by linking up after state machine 31 calls analyzer 35, the communication state of linking up in the state machine 31 is become " overtime not finishing " by " not finishing "
(2) the state machine change is linked up in inductor control
Strategy trigger mechanism when 4, linking up state machine 31 Status Changes
As Fig. 6, A-E triggers various strategies when realizing linking up state machine 31 Status Changes.
When communication state machine 31 states changed, state machine 31 can call analyzer 35 and analyze, and determines next step change strategy, comprised that notice inductor 34 sends various informations.For example: become " overtime not finishing " by " not finishing " when linking up state machine 31, then send supervisor's information and give communication supervisor people 600, notify these affairs not finish on time.Also for example: when linking up end, link up state machine 31 and can empty all formations and keep marquis's formation accordingly, show that this dynamic communication does not exist.
The external interface of ECM system adopts application programming interface API standard, can combine with different application systems.For example: the ECM system can with enterprise resource planning ERP, customer relation management CRM, the mutually compatible combination of office automation OA system of present enterprise, realize the efficient communication process of enterprise jointly.
The ECM system adopts media bus Media-bus21 structure, be public media standard with multiple medium such as phone 52, mobile phone 53, facsimile recorder 54, Email, short message, instant messaging, internet, applications etc. are unified, all requests all are sent to media bus 21, carry out unified media conversion by media bus 21.The ECM system makes information such as voice, Email, fax, note adopt unified format to be stored in the database multiple medium storage and uniform mechanism.Adopted multiple medium uniform server simultaneously, with multiple services such as voice service, Email service, fax services, short message service unified realization on a hardware.
The ECM system has created a whole set of communication and has linked up the definitional language of strategy and express standard C ML (Communication Markup Language), and with its form as communication data storage, expression, issue and inside and outside exchanges data.
As Fig. 7 is the connection diagram of ECM system and external common net, enterprise customer 101 is connected with in-company Ethernet Ethernet 100 with corporate mail server 102, ECM system 103 also inserts in-company Ethernet Ethernet 100, and enterprise customer 101 and corporate mail server 102 are controlled.ECM system 103 by in-company exclusive telephone's switch PBX (Private Branch Exchange) 104 with outside public switched telephone network PSTN (Public Switched Telephone Network) 106, reach public mobile communication net GSM/CDMA (Global System For Communication/Code Division Multiple Access) 107 and be connected, public mobile communication net GSM/CDMA107 network internal has sms center 110; ECM system 103 links to each other with ECM Network Services Center 108 by fire wall 105, ECM Network Services Center 108 inside have Short Message Service Gateway, fax FAX gateway, Mail Gateway so that various medium are changed, ECM Network Services Center 108 is connected with the sms center 110 that public mobile communication net GSM/CDMA 107 inside have simultaneously, inserts outside internet Internet 109 again simultaneously.Public switched telephone network PSTN 106 and communication terminal fax 111 links to each other with landline telephone 112, and its connection hairdo is a circuit-switched link.Public mobile communication net GSM/CDMA 107 and GSM base station 113 are connected by circuit-switched link, come to carry out message exchange with mobile phone 114.Enterprise's external user 115 can connect with external the Internet Internet 109 by circuit-switched link mode or packet switched link mode, and enterprise customer's 116 usefulness circuit-switched link modes connect with external the Internet Internet 109.Solid line among Fig. 7 is represented packet switched link, dotted line indication circuit exchange link.By above-mentioned network structure, ECM system 103 is embedded among the Intranet Ethernet Ethernet 100, just can realize by multiple means of communication, comprise landline telephone 112, mobile phone 114, I fax 111, Email, short message, instant messaging, internet, applications etc., utilize the ECM system and the interconnection of networks such as public switched telephone network PSTN106, global system for mobile communications GSM 107, CDMA mobile communication systems CDMA107, internet Internet 109 can realize that the three-dimensional of above-mentioned various communication modes communicate by letter.
Fig. 8 is the single step communication process flow diagram of ECM system applies, is linking up promoter 200 and is linking up the overall process that generation is once linked up between the recipient 400, and communication supervisor people 600 can be managed whole communication process.
The first step: link up promoter 200 and specify communication recipient 400 (also can specify simultaneously when being necessary to link up and pass round people 300) communication of definition, link up definition and also can in the common template 203 of prior personal template 202 who creates of individual or enterprise, choose by the address list 201 or the individual address of system.
Second step: link up promoter 200 and select to wish to link up the communication mode that recipient 400 receives, such as: modes such as Email, fax, short message, landline telephone, mobile phone, instant messaging, after receiving communicate information, in the time of appointment, must make answer if wish communication recipient 400 to this communication, then also to formulate and press strategy accordingly, in the time of appointment, do not make answer if promptly link up after recipient 400 receives information, press linking up recipient 400 or other persons liable.Link up promoter 200 and will specify the communication supervisor people 600 of this communication before communication is initiated each time, system default is for linking up promoter 200, and communication supervisor people 600 is responsible for whole communication process is carried out monitoring management.
The 3rd goes on foot: initiate this and link up, pass round people 300 if specified to link up when initiating communication, this communication content is sent to link up by system simultaneously passes round people 300.
The 4th step: if the task charg`e d'affaires that linked up recipient's 400 predefineds, this is linked up to send to simultaneously and links up factor 500, is responsible for processing by linking up factor 500; Simultaneously, link up recipient 400 the communication transfer can be set, promptly receive communicate information, as E-MAIL is transferred on the note with the mode of oneself being accustomed to.
The 5th step: link up recipient 400 and handle this communication, answers (can reply by multiple communication mode) made in this communication, all are pressed strategy and stop automatically after replying.
Claims (6)
1, a kind of efficient communication management ECM system, the intelligence of this ECM system employs is linked up architecture ICA and mainly is divided into client layer, application layer, key-course, message layer and 5 aspects of foundation structure: (1) foundation structure is made up of network, hardware platform, operating system, four parts of database; (2) message layer is come E-mail, short message through media bus Media-bus by information gateway
Service SMS, interactive voice response IVR, fax, Web page, instant messaging
Carry out integrated; (3) key-course by the message status machine to messaging controller, timer, inductor, trigger,
Analyzer carries out integrated; (4) application layer is made up of user service, system service two large divisions: the user serve mainly by
Flow definition, application module, parameter management, four modules of user management are formed; System
System service is mainly by four of accounting managements, monitoring management, log management, authentication service
Module is formed; (5) client layer is by Web browser, phone, mobile phone, facsimile recorder, Email user
Device ends such as Agent MUA, instant communication client are formed;
It is characterized in that: wherein the communication state machine of key-course is to store and manage all dynamic communications, and be responsible for safeguarding the communication state, linking up state machine adopts the formation mode to store dynamic communication, obtain message in the formation by the inner strategy judgement then, be pushed to inductor after the device analysis by analysis and send; Link up state machine and can carry out self check simultaneously, also can receive the message that inductor is sent, the state that change is dynamically linked up when match state change condition;
Wherein the inductor of key-course is responsible for receiving the message data of linking up in the state machine formation, after giving analyzer and analyzing, this message data is sent by messaging controller; Inductor also be responsible for to receive by the UMS system by the message that messaging controller transmits, and after giving analyzer and analyzing, notice is linked up state machine and carried out Status Change;
Wherein the analyzer of key-course is linked up state machine, timer, trigger, inductor and is called, be responsible for business logic processing, be the strategy execution analysis after miscellaneous service action takes place, comprise the strategy execution received after the message, strategy execution that the state of linking up in state machine and the database is linked up in change, link up strategy execution, the format organization when sending message after the Status Change;
Wherein the trigger of key-course is responsible for calling analyzer, communication state in the change communication state machine and the storage data in the database;
Wherein the timer of key-course can be obtained the communication that meets certain time conditions and activate into dynamic communication according to Time Triggered from database, is stored in the formation of linking up state machine.
2, efficient communication management ECM according to claim 1 system, it is characterized in that: system has adopted multiple medium storage and uniform mechanism, adopts unified format to be stored in the database multiple message.
3, efficient communication management ECM according to claim 1 system, it is characterized in that: the message layer of system has adopted the media bus technology, multiple media information unification is public media standard, and all requests all are sent to bus, carry out unified media conversion by bus.
4, efficient communication management ECM according to claim 1 system, it is characterized in that: system has adopted multiple medium uniform server, with multiple media information service unified realization on a hardware.
5, according to the described efficient communication management ECM of claim 1 system, it is characterized in that: the external interface of this system adopts application programming interface API standard, can combine with ERP, CRM, OA system.
6, efficient communication management ECM according to claim 1 system, it is characterized in that: this system has created a whole set of communication and has linked up the definitional language of strategy and express standard C ML, and with its form as communication data storage, expression, issue and inside and outside exchanges data.
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Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100566343C (en) * | 2003-12-23 | 2009-12-02 | 苹果公司 | Be used to announce be used to dispose, the method and apparatus of the user interface of control and/or monitor service |
| CN1825847B (en) * | 2005-02-25 | 2010-08-18 | 腾讯科技（深圳）有限公司 | Multi-information processing system and implementing method thereof |
| CN101179752B (en) * | 2007-11-14 | 2010-09-29 | 中国移动通信集团福建有限公司 | Working information exchange device |
| CN102045274A (en) * | 2010-05-11 | 2011-05-04 | 洪涛 | Method and communication system for realizing information interaction based on instant messaging |
| CN102073923A (en) * | 2010-12-13 | 2011-05-25 | 金蝶软件（中国）有限公司 | Message processing method, device and system for integrated management information system |
| CN101599918B (en) * | 2008-06-04 | 2011-10-26 | 中兴通讯股份有限公司 | Integrated information system based on WEB and change information processing method |
| CN102236835A (en) * | 2010-04-20 | 2011-11-09 | 埃森哲环球服务有限公司 | Integration framework for enterprise content management systems |
| CN102970286A (en) * | 2012-11-08 | 2013-03-13 | 上海集时通网络科技有限公司福州分公司 | Automatic speech and multimedia information communication middleware system |
| CN103023751A (en) * | 2012-11-29 | 2013-04-03 | 上海顶竹通讯技术有限公司 | Multimedia information intercommunicating system and intercommunicating method |
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- 2002-10-25 CN CNB021459533A patent/CN1169078C/en not_active Expired - Fee Related
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101163154B (en) * | 2003-12-23 | 2012-05-30 | 苹果公司 | Apparatus for advertising a user interface for configuring, controlling and/or monitoring a service |
| CN100566343C (en) * | 2003-12-23 | 2009-12-02 | 苹果公司 | Be used to announce be used to dispose, the method and apparatus of the user interface of control and/or monitor service |
| CN1825847B (en) * | 2005-02-25 | 2010-08-18 | 腾讯科技（深圳）有限公司 | Multi-information processing system and implementing method thereof |
| CN101179752B (en) * | 2007-11-14 | 2010-09-29 | 中国移动通信集团福建有限公司 | Working information exchange device |
| CN101599918B (en) * | 2008-06-04 | 2011-10-26 | 中兴通讯股份有限公司 | Integrated information system based on WEB and change information processing method |
| CN102236835B (en) * | 2010-04-20 | 2016-01-27 | 埃森哲环球服务有限公司 | For the conformable frame of enterprise content management system |
| CN102236835A (en) * | 2010-04-20 | 2011-11-09 | 埃森哲环球服务有限公司 | Integration framework for enterprise content management systems |
| CN102045274A (en) * | 2010-05-11 | 2011-05-04 | 洪涛 | Method and communication system for realizing information interaction based on instant messaging |
| CN102045274B (en) * | 2010-05-11 | 2012-11-28 | 洪涛 | Method and communication system for realizing information interaction based on instant messaging |
| CN102073923A (en) * | 2010-12-13 | 2011-05-25 | 金蝶软件（中国）有限公司 | Message processing method, device and system for integrated management information system |
| CN102970286A (en) * | 2012-11-08 | 2013-03-13 | 上海集时通网络科技有限公司福州分公司 | Automatic speech and multimedia information communication middleware system |
| CN102970286B (en) * | 2012-11-08 | 2016-12-07 | 集时通（福建）信息科技有限公司 | Automatic speech and multimedia information communication middleware system |
| CN103023751A (en) * | 2012-11-29 | 2013-04-03 | 上海顶竹通讯技术有限公司 | Multimedia information intercommunicating system and intercommunicating method |
| CN103023751B (en) * | 2012-11-29 | 2015-06-03 | 上海顶竹通讯技术有限公司 | Multimedia information intercommunicating system and intercommunicating method |
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