CN1567943A - A telephone number inquiry system and telephone number inquiry and switchover method - Google Patents
A telephone number inquiry system and telephone number inquiry and switchover method Download PDFInfo
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- CN1567943A CN1567943A CN 03146219 CN03146219A CN1567943A CN 1567943 A CN1567943 A CN 1567943A CN 03146219 CN03146219 CN 03146219 CN 03146219 A CN03146219 A CN 03146219A CN 1567943 A CN1567943 A CN 1567943A
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Abstract
The invention discloses a telephone number query system, which includes telephone number query databank, base and automatic calling designation (ACD) model, the ACD model includes a calling out model, the system includes an automatic switch and control model for switching and controlling the switch process, the automatic switch and control model is connected to the ACD model. The invention also discloses a method for telephone number query and switch, which includes: receives the telephone number query application; queries the telephone number according to the query application; switches the call of the calling user to the acquired number. The invention enlarges the service range of current telephone number query system, it not only can query telephone number, at the same time, it can control the switch process flexibly.
Description
Technical field
The present invention relates to the telephone number query technology, be specifically related to a kind of telephone inquiry system and telephone number query and forwarding method.
Background technology
Along with development of Communication Technique, phone is more and more important in people's routine work and the effect in the life.People more easily use phone for convenience, and telecom operators utilize telephone inquiry system at large, and for example 114 directory exchanges provide the telephone number query business to the public.The user is under the situation of not knowing the telephone number that unit or individual are concrete like this, can dial the access phone in 114 directory exchanges, the seat in 114 directory exchanges is inquired about in the telephone number query database after receiving user's query requests, and tells the user with Query Result by voice.The user can dial unknown company or individual's telephone number according to the telephone number of knowing like this.
Fig. 1 shows the system configuration in existing 114 directory exchanges.As shown in Figure 1,114 directory exchanges comprise the system of automatic call dispatching (ACD), seat and telephone number query database.Wherein, adopt special-purpose 1B+1D interface to link to each other between ACD and the seat, adopt computer network to connect between seat and the telephone number query database.Existing 114 directory exchanges are mainly the user directory assistance easily are provided.The ACD of 114 query stations is after the directory enquiry request that receives from the calling subscriber, seat is given in the directory enquiry request, relevant information enquiring telephone number from the telephone number query database that seat provides according to the user, and directly report to the user and inquire about number that obtains or the message of not finding number by manual type, perhaps seat number that inquiry is obtained or the forwards of not finding number are given ACD, reported to the user by voice mode by ACD, 114 directory exchanges cut off incoming call automatically then.
In this case, the telephone number that the user needs hand-kept 114 directory exchanges to find, this has brought certain inconvenience to the user, when for example the user does not have paper pen or other equipments of recording at one's side, be easy to misremember or can not remember fully the telephone number that Chu 114 directory exchanges are reported, particularly especially true in the present increasing situation of telephone number figure place.In addition, if the user wishes directly to dial the phone that will inquire about, then need to dial on-hook dialing again again behind 114 directory exchanges, with the number of call record once more, this process is equally very inconvenient concerning the user.
Summary of the invention
In view of this, an object of the present invention is to provide a kind of telephone inquiry system of can forward call calling out.
Another object of the present invention provides a kind of method of utilizing above-mentioned telephone inquiry system to carry out telephone number query and switching.
Above-mentioned purpose of the present invention is achieved by the following technical solutions:
A kind of telephone inquiry system, comprise telephone number query database, seat and ACD module, in the ACD module, further comprise an exhalation module that is used for outbound calling, this system comprises that further is used for an automatic switching and the control module that switching process was called out and controlled to forward call, and wherein switching and control module are connected with the ACD module automatically.Automatic switching here and control module can be automatic voice responding (IVR) modules.
A kind of telephone number query and forwarding method comprise the steps: at least
A. receive calling subscriber's telephone number query request;
B. according to described query requests enquiring telephone number;
C. the call with the calling subscriber is transferred to the telephone number that inquiry obtains.
In said method, after step b, may further include to the user and report the step of inquiring about the telephone number that obtains.
In said method, before step c, may further include the inquiry calling subscriber and whether wish the step of forward call number, if the calling subscriber wishes switching, execution in step c then, otherwise process ends.
In said method, before step c, may further include the step of inquiry and definite calling subscriber's exhalation authority, if the calling subscriber has corresponding exhalation authority, execution in step c, otherwise the verbal cue user does not have corresponding exhalation authority, process ends.Here can determine calling subscriber's exhalation authority by the inquiring user rights database of breathing out.
In said method, after step c, may further include: under the situation of end of conversation and called subscriber's on-hook, further point out the calling subscriber need whether to continue telephone number query or switched service, if, execution in step a once more, otherwise process ends.
In said method, in step c, may further include the step that calling telephone number is set.
From technical scheme of the present invention as can be seen, by in telephone inquiry system, increasing for example automatic switching and the control module of IVR module, and original ACD is increased an exhalation module, thereby the function that the telephone number query service only is provided of original telephone inquiry system expanded to not only can provide telephone number query, can also directly caller phone be transferred to the telephone number of looking into, thereby enlarged the scope of business of telephone inquiry system, new value-added service is provided, has increased the operation income of telecom operators.
The present invention can save user record or remember the inconvenience of tediously long telephone number.Simultaneously, the present invention need not just direct forward call of user's on-hook, has omitted the user and need remember phone numbers associated and dial again by the inconvenience of directory enquiry sign indicating number after on-hook again, has also reduced the possibility that dials a wrong number when the user dials again.In addition, after user's communication finished, can also continue to forward to the telephone inquiry system requirement provided telephone number query or switching to wait other service once more, has reduced the inconvenience that the user repeats to dial.Therefore the present invention has made things convenient for the user, has improved user's satisfaction.
Automatic switching of the present invention and control module can be carried out control flexibly to call forwarding, and exhalation authority that for example can the inquiring calling user can be provided with calling telephone number and show, can increase conditional jump etc.Call forwarding of the present invention is finished automatically by automatic switching and control module, can not increase the workload of seat, can not influence whole system operation efficient.
Description of drawings
Fig. 1 is the system configuration schematic diagram in existing 114 directory exchanges;
Fig. 2 is the system configuration schematic diagram in 114 directory exchanges of the present invention;
Fig. 3 is the method flow diagram of telephone number query of the present invention and switching.
Embodiment
The present invention is described in detail below in conjunction with the drawings and specific embodiments.
Than existing 114 directory exchanges, telephone inquiry system of the present invention has increased one newly and has been used to realize call forwarding and automatic switching and the control module that can control flexibly the call forwarding process, for example IVR module.Fig. 2 shows the annexation between IVR module of the present invention and other modules of 114 directory exchanges.As can be seen from Figure 2, the IVR module is to be connected with the ACD module in 114 directory exchanges, can carry out two-way communication between them.
In the present invention, further increased an exhalation module in the ACD module, the ACD module not only can receive calling party calls like this, but also outwards outbound calling, thereby make connection caller phone and called phone switching become possibility.Certainly, those skilled in the art are readily appreciated that this needs the support of communication network, and just the Telecommunication network equipment of ACD opposite end should have the called function of route.
Fig. 3 shows the method flow that utilizes telephone inquiry system of the present invention to carry out telephone number query and calling switching.
In step 301, after the calling subscriber dialed 114 numbers by PSTN (PSTN), the ACD in 114 directory exchanges received user's calling.
In step 302, ACD routes the call to seat, and seat is searched the telephone number of needs from the telephone number query database according to calling subscriber's telephone number query request.
In step 303, whether seat inquiry calling subscriber needs to be transferred to this number.
In step 304, if the calling subscriber wishes switching, then execution in step 305 and subsequent step thereof; Otherwise execution in step 310 and subsequent step thereof.
In step 305, report the telephone number that inquires to the user.It is user's purpose for convenience that this step is provided.For example, the user who has not only wishes to connect the telephone number of being inquired about, also wish relevant telephone number to be remembered by this inquiry, dial this phone in the time of suitable afterwards again, therefore these users still wish at first to remember or to write down the telephone number of being inquired about, this part user's purpose for convenience, the present invention still provides step from the telephone number that inquires to the user that report.Here, report the telephone number that inquires to the user and can report twice, with more convenient user's memory.Simultaneously, report telephone number and can manually finish, also can finish by voice mode by ACD or 1VR by seat.
In step 306, the calling authority of IVR inquiring user, and whether definite user has and calls out this by the calling authority of directory enquiry sign indicating number.If the user has the corresponding call authority, then execution in step 307; Otherwise do not have corresponding authority step 311 verbal announcement calling subscriber, this flow process stops then.Whether the calling authority here just calling subscriber can call out by the directory enquiry sign indicating number, for example, the user who has may can only call out local telephone network, and the user who has can call out national distance, and the user who has can call out international long-distance, and user's calling authority is decided by this user's TSR telecommunications service request.The inquiry here is to provide the subscription authentication database by inquiring about one by the third party, finishes as the operation support system, and the information that inquires by interface comprises whether 114 call business register, and allows the authority of breathing out etc.
In step 307, to call out by the directory enquiry sign indicating number, the call that connects the calling subscriber then is to the called subscriber, thus the realization call forwarding.Caller this moment will be heard the called phone ring, if called off-hook, caller and called can the conversation.Here connection procedure can be finished by IVR, also can be finished by ACD, finishes but be preferably by IVR.IVR can change caller ID display neatly in the process that realizes call forwarding, for example can be 114, can directly be calling number, also can be to add 114 before the calling number, represent that this phone transfers by 114 directory exchanges, rather than directly dial by the calling subscriber.In addition, IVR can carry out control flexibly to call forwarding, for example can increase greeting, can carry out conditional jump etc.
In step 308, if in caller and the called conversation back of finishing by user's on-hook of directory enquiry sign indicating number, whether IVR prompting calling subscriber need continues the telephone number query service.For example, IVR is to user's playing alert tones: " whether need continue directory enquiry, if please by 1, otherwise withdraw from by 0 if please select.”
In step 309, if IVR receives after the user needs the information of inquiry service, for example the user then re-executes step 301 by 1; Otherwise process ends.
If do not wish that step 304 user forward call is called out immediately, then in step 310, with the same telephone number that inquires of reporting to the user of step 305.Here, report the telephone number that inquires to the user and can report twice, with more convenient user's memory.Simultaneously, report telephone number and can manually finish, also can finish by voice mode by ACD or IVR by seat.After reporting telephone number, i.e. process ends.
The present invention has realized call forwarding by the IVR module is set, and can control flexibly call forwarding.Whether the present invention can allow the user select to be transferred to by the directory enquiry sign indicating number, and can confirm whether the user has authority to be transferred to by the directory enquiry sign indicating number by Query Database.Under the user did not need to be transferred to immediately by the situation of directory enquiry sign indicating number, the present invention still provided to the user and has reported by the step of directory enquiry sign indicating number.And the present invention can carry out multiple setting to caller ID display, can carry out control flexibly to the switching of telephone number.
In the present invention, can change the Freight Basis in 114 directory exchanges into per-second calculation from pay-per-use, the basis of charging aspect so just is provided for the exploitation value-added service of 114 directory exchanges.
In the process that forward call is called out, if calledly never reply, then caller can go back to 114 at any time, proceeds other services.
In the present invention, in case seat finds by the directory enquiry sign indicating number, processing of the present invention just can be transferred to IVR and finish.Like this, seat promptly is released, and can go to answer other user's telephone number query requests again, thereby can not influence 114 directory enquiry efficient, can not increase the workload and the working strength of seat.IVR processing procedure of the present invention is a full-automatic process, thereby has guaranteed to finish rapidly and accurately call forwarding, has both increased form of service, for telecom operators have newly opened up the channel that increases income, provides users with greater convenience again, has improved user's satisfaction.
The above only is specific embodiments of the invention, not in order to restriction protection scope of the present invention.
Claims (9)
1. telephone inquiry system, comprise telephone number query database, seat and automatic call distribution (ACD) module, it is characterized in that, in the ACD module, further comprise an exhalation module that is used for outbound calling, this system comprises that further is used for an automatic switching and the control module that described switching process was called out and controlled to forward call, and described automatic switching and control module are connected with the ACD module.
2. telephone inquiry system according to claim 1 is characterized in that, described automatic switching and control module are automatic voice responding (IVR) modules.
3. telephone number query and forwarding method comprise the steps: at least
A. receive calling subscriber's telephone number query request;
B. according to described query requests enquiring telephone number;
C. the call with the calling subscriber is transferred to the telephone number that inquiry obtains.
4. method according to claim 3 is characterized in that, further comprises to the user reporting the step of inquiring about the telephone number that obtains after step b.
5. method according to claim 3 is characterized in that, comprises further before step c whether the inquiry calling subscriber wishes the step of forward call number, if the calling subscriber wishes switching, and execution in step c then, otherwise process ends.
6. method according to claim 3 is characterized in that, further comprises the step of inquiry and definite calling subscriber's exhalation authority before step c, if the calling subscriber has corresponding exhalation authority, execution in step c, otherwise the verbal cue user does not have corresponding exhalation authority, process ends.
7. method according to claim 6 is characterized in that, determines calling subscriber's exhalation authority by inquiring user exhalation rights database.
8. method according to claim 3, it is characterized in that, after step c, further comprise: under the situation of end of conversation and called subscriber's on-hook, further whether the prompting calling subscriber need continues telephone number query or switched service, if, execution in step a once more, otherwise process ends.
9. method according to claim 3 is characterized in that, further comprises the step that the calling telephone number that shows at called end is provided with in step c.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB031462197A CN100531260C (en) | 2003-07-04 | 2003-07-04 | A telephone number inquiry system and telephone number inquiry and switchover method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB031462197A CN100531260C (en) | 2003-07-04 | 2003-07-04 | A telephone number inquiry system and telephone number inquiry and switchover method |
Publications (2)
| Publication Number | Publication Date |
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| CN1567943A true CN1567943A (en) | 2005-01-19 |
| CN100531260C CN100531260C (en) | 2009-08-19 |
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| Application Number | Title | Priority Date | Filing Date |
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| CNB031462197A Expired - Fee Related CN100531260C (en) | 2003-07-04 | 2003-07-04 | A telephone number inquiry system and telephone number inquiry and switchover method |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102420916A (en) * | 2011-11-28 | 2012-04-18 | 中国联合网络通信集团有限公司 | Call processing method and call center |
| CN102111483B (en) * | 2009-12-28 | 2014-01-01 | 比亚迪股份有限公司 | Method and device for querying information in call process and mobile terminal |
| CN104079729A (en) * | 2013-03-29 | 2014-10-01 | 上海城际互通通信有限公司 | IVR information query method |
| CN105072297A (en) * | 2015-08-27 | 2015-11-18 | 携程计算机技术（上海）有限公司 | Voice intelligent switching system of call center |
| CN105847599A (en) * | 2016-05-09 | 2016-08-10 | 上海携程商务有限公司 | Call center and outbound call telephone route matching system and method thereof |
-
2003
- 2003-07-04 CN CNB031462197A patent/CN100531260C/en not_active Expired - Fee Related
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102111483B (en) * | 2009-12-28 | 2014-01-01 | 比亚迪股份有限公司 | Method and device for querying information in call process and mobile terminal |
| CN102420916A (en) * | 2011-11-28 | 2012-04-18 | 中国联合网络通信集团有限公司 | Call processing method and call center |
| CN104079729A (en) * | 2013-03-29 | 2014-10-01 | 上海城际互通通信有限公司 | IVR information query method |
| CN105072297A (en) * | 2015-08-27 | 2015-11-18 | 携程计算机技术（上海）有限公司 | Voice intelligent switching system of call center |
| CN105072297B (en) * | 2015-08-27 | 2018-02-06 | 携程计算机技术（上海）有限公司 | The speech-sound intelligent adapting system of call center |
| CN105847599A (en) * | 2016-05-09 | 2016-08-10 | 上海携程商务有限公司 | Call center and outbound call telephone route matching system and method thereof |
| CN105847599B (en) * | 2016-05-09 | 2018-11-13 | 上海携程商务有限公司 | Call center and its outer calling telephone matched routings system and method |
Also Published As
| Publication number | Publication date |
|---|---|
| CN100531260C (en) | 2009-08-19 |
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Granted publication date: 20090819 |