CN1655569A - Intelligent telephone network - Google Patents
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- CN1655569A CN1655569A CN 200510063329 CN200510063329A CN1655569A CN 1655569 A CN1655569 A CN 1655569A CN 200510063329 CN200510063329 CN 200510063329 CN 200510063329 A CN200510063329 A CN 200510063329A CN 1655569 A CN1655569 A CN 1655569A
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Abstract
This invention relates to intelligent telephone network, which belongs to communication and computer fields and realizes the automatic call distributing between multiple telephones, date sharing and integral management. The intelligent telephone network is based on the call number identification technique and comprises multiple intelligent telephones and one management servo, wherein, the telephone is the information terminal for operator independent operation and especially designs the LCD display, keyboard and network communication interface. The management servo is designed with database and application software. The application software comprises the network main control software, network management software and system supportive software.
Description
Technical field
The invention belongs to communication, computer realm, is a kind of in order to realize the intelligent telephone network of automatic call distribution (ACD), data sharing and unified management between a plurality of telephone sets.
Background technology
Utilize phone to finish product marketing and customer service work, admitted by each large, medium and small type enterprises and institutions as quick, the most most economical a kind of method of work.Conventional telephone set can only carry out voice call and can not finish automatic call distribution (ACD), data sharing and Telephone Management Agency, at this limitation, existing improvement technical scheme has two kinds: a kind of is call center (Call Center) scheme, this scheme is based on special-purpose programme-controlled exchange (Communication Card) and call center system software, each operator who carries out telephone service must be equipped with the personal computer of networking, system cost is high, maintenance workload is big, operator needs special training in addition, and this scheme is applicable to greatly, medium-sized enterprises and institutions are used for setting up Customer Service Center; Another kind is the business telephony scheme, this scheme with personal digital assistant (PDA) function transplanting to telephone set, telephone set is used separately by operator, communication interface between telephone set and the computer is mainly used in the backup and the data of PDA data and recovers, can not realize ACD distribution, data sharing and unified management between a plurality of telephone sets, this scheme is only applicable to individual's commercial affairs and uses.
Summary of the invention
The objective of the invention is defective, a kind of easy to use and intelligent telephone network cheaply are provided, realize automatic call distribution (ACD), data sharing and unified management between the inner a plurality of telephone sets of enterprises and institutions at aforementioned prior art scheme.
For achieving the above object, the invention provides a kind ofly in order to realize between a plurality of telephone sets the intelligent telephone network of call distribution (ACD) automatically, data sharing and unified management, this intelligent telephone network comprises a plurality of intelligent telephone sets and a management server.Wherein, except that telephone set conversation control, caller ID identification show, the call voice recording playback is expected someone's call machine common function, the present invention has designed LCD display, keyboard and network communication interface especially in intelligent telephone set, but intelligent telephone set becomes the information terminal of operator's independent operation.Be provided with database and application software in the management server, in order to storage and treatment system data, by network communication interface, management server can easily and carry out real-time data communication between the intelligent telephone set, and finishes the control to the smart phone machine operation.
Important technology characteristics of the present invention are that intelligent telephone network has automatic call distribution (ACD) function, when caller client, operating state according to caller client number, historical service log and current operator, intelligent telephone network utilizes the ACD module in the application software to select the operator who is suitably for this customer service most automatically from network, simultaneously customer phone is forwarded to this operator.
But the intelligent telephone set among the present invention is the information terminal of operator's independent operation, and a kind of typical module composition mode of this intelligent telephone set is: central processing unit (CPU), telephone set control, CID decoding, speech recording and reproducing, power management, LCD demonstration, keyboard, network communication interface.Wherein, the CPU module controls is coordinated the work of other module, and handles the inputoutput data of other module; The telephone set control module is finished functions such as phone off-hook, conversation, hands-free, transfer, on-hook; The CID decoder module is finished the decoding of the cid data (DTMF, FSK coding) that phone line is sent here, and decoded data are sent to CPU; Voice recording-reproducing assembly is finished recording of call voice and playback; Power management module is finished the external power supply management of intelligent telephone set; The LCD display module is finished information and is shown, and provides operation interface for the information input; Except the ordinary phone button, Keysheet module also is provided with control operation at the intelligent telephone set functional module some function buttons; The network communication interface module is finished the real-time data communication between intelligent telephone set and the management server, its agreement and ICP/IP protocol operating such.
Except that the function control of finishing intelligent telephone set, Keysheet module is also supported the keyboard input of lteral data.In addition, Keysheet module also can be supported input methods such as touch-screen, handwriting input identification.
The another kind of module composition mode of the intelligent telephone set among the present invention is: central processing unit (CPU), telephone set control, CID decoding, speech recording and reproducing, power management, network communication interface.Compare with last a kind of typical module composition mode, LCD display module and Keysheet module have been deleted in this intelligent telephone set, the network communication interface module is also selected the RS232/RS422/USB serial communication interface for use, operator need be equipped with a personal computer when using this intelligent telephone set, and the original information of intelligent telephone set shows and keyboard entry function also is transplanted on this computer.In this mode, when intelligent telephone set and management server communicate, need earlier data to be sent to operator's computer by serial communication interface, be sent to management server by the TCP/IP express network communication port on operator's computer again; Need the participation of operator's computer during the data passback too.
Another technical characterstic of the present invention is that intelligent telephone network has been realized data sharing, is provided with database and application software in management server for this reason, and database comprises network data base and Service Database.Wherein, network data base comprises data such as operator's record, user logging, system log (SYSLOG).For strengthening safeness of Data Bank, in database, designed graded access mechanism, system is responsible for or operator could conduct interviews to related data after securing permission.For preventing that database is illegally modified, increased check field except that data-base content is carried out the encipherment protection in each data record simultaneously, this field contents is generated automatically by the data of cryptographic algorithm according to each record.When the original business management system database of unit can not be satisfied the demand, can set up Service Database.
Management server application software among the present invention comprises network main control software, the network management software, systems support software.
Network main control software in the application software is finished the control to intelligent telephone set, comprises ACD module, tcp/ip communication module, database input/output module, customer phone return visit administration module, intelligent telephone set control module etc.Wherein, the ACD module is selected the operator who is suitably for this customer service in the intelligent telephone network most automatically when caller client, simultaneously customer phone is forwarded to this operator; Database input/output module and tcp/ip communication module are finished the united and coordinating control of the database access and the communication resource respectively; Customer phone is paid a return visit administration module and is finished the automatic retrieval of paying a return visit phone.
Under the support of network main control software, the intelligent telephone set among the present invention has functions such as the conversation customer information shows automatically, speech data shifts synchronously, call voice recording playback, conversation writing record, data retrieval.Corresponding with the database hierarchy access mechanism, according to client's category level difference, intelligent telephone set can be selected different incoming call chimes, automatic-answering back device voice automatically when handling caller client.
When receiving caller client, the intelligent telephone set among the present invention has the automatic Presentation Function of conversation customer information.At first obtain the caller client number by the CID decoder module, and this number is sent to management server by network communication interface, the network main control software carries out discriminatory analysis to the caller client number, from network data base, retrieve client's electronic business card and historical service log, and data back is shown to intelligent telephone set; If the incoming call client is provided with the CID forbidding, operator can utilize data retrieval to finish the customer information demonstration in communication process.In addition, during operator's active Outgoing Call, system also can show client's electronic business card and historical service log according to the telephone number of transfering on intelligent telephone set.
Intelligent telephone set among the present invention has the synchronous forwarding function of speech data.When the incoming call client is provided with the telephone number that CID is forbidden or the existing client use is new, the ACD that can influence intelligent telephone network distributes, therefore the customer information Presentation Function of intelligent telephone set also can lose efficacy, and this moment, selectable voice data sync forwarding function was transferred to other operator synchronously with customer voice phone, user logging information etc.Also selectable voice data sync forwarding function when needing other operators to assist in operator and the client's communication process.
Intelligent telephone set among the present invention can carry out data retrieval in communication process or under the non-talking state, and retrieve data comprises customer information, operator's information, business datum etc.Some function buttons that the selection intelligent telephone set is provided with are also imported search key, and related data is sent to management server by network communication interface; Behind the management server discriminatory analysis, from network data base, Service Database, retrieve corresponding corresponding data, and data back is shown to intelligent telephone set.Under non-call scenarios, also can carry out data retrieval, the intelligent telephone set of this moment is equivalent to an information terminal.
In communication process, the intelligent telephone set among the present invention can be selected call voice is recorded.Operator can select recording to start or the recording termination to call voice, and the call voice data are sent to management server by network communication interface, are kept in the network data base through after the compress speech; When needed, operator can carry out playback to call voice.The call voice playback both can be finished on intelligent telephone set by operator, also can be responsible for by system and realize by sound card on management server.
Intelligent telephone set among the present invention has conversation writing record function.In communication process or behind the end of conversation, the character input method that operator utilizes intelligent telephone set to provide is finished the literal summary record of dialog context, and the while increases user loggings such as client's electronic business cards when needed or revises.Be to guarantee the integrality of network data base, the management and the guidance that make things convenient for the butted line employee to do, require operator with client's end of conversation after should in time finish the conversation writing record.Do not finish as the word processing that causes conversing because of special circumstances such as other caller clients, the phone that finishes that is untreated will be kept by system, and operator should finish the processing of such phone before end-of-job.
Another technical characterstic of the present invention is that intelligent telephone network has the unified management function.The network management software in the management server comprises network parameter module, statistical analysis module, data backup module, job guide module etc. is set.Wherein, network parameter is provided with the management that module is finished butted line person's record, user logging and system log (SYSLOG); Statistical analysis module carries out statistical analysis to the ruuning situation of intelligent telephone network, comprise system's operating analysis, customer data analysis, the analysis of operator's operational data etc., this module provides the quantized data data when carrying out work such as system extension upgrading, operator's operating time are arranged, marketing channel planning for system is responsible for.According to the record of database, the job guide module can be made quantitative evaluation analysis to each operator's working condition; When customer complaint, can follow the trail of supervision, for complaint handling provides foundation to service log.
Systems support software carries out system extension to intelligent telephone network, realizes the unified management of customer information, and this software comprises sales service module, multi-mode communication support module, other business interface module etc.Wherein, the sales service module is finished the customer information unified management in the multiple services channels, and multi-mode communication support module is that intelligent telephone network provides function supports such as fax, note, Email with the equipment sharing mode.
The canonical topology structure of the intelligent telephone network among the present invention is: WorkPhone communication exchange is selected the stored-program control exchange with extension set CID function for use, management server is selected a computer for use, selects for use general local net exchange equipment (as hub) that intelligent telephone set and management server are coupled together again.When if unit has the branch of a plurality of strange lands office, also can utilize private network (or the Virtual Private Network that utilizes Internet to set up) to set up the intelligent telephone network that covers whole unit.
Description of drawings
Fig. 1 is the intelligent telephone set module composition diagram among the present invention.
Fig. 2 is the intelligent telephone set keyboard schematic diagram among the present invention.
Fig. 3 is the intelligent telephone set LCD display schematic diagram among the present invention.
Fig. 4 forms schematic diagram for the management server software among the present invention.
Fig. 5 is an intelligent telephone network topological diagram of the present invention.
Fig. 6 is an another kind of intelligent telephone network topological diagram of the present invention.
Fig. 7 is an another kind of intelligent telephone network topological diagram of the present invention.
Fig. 8 is the intelligent telephone set workflow schematic diagram among the present invention.
Embodiment
The invention will be further described below in conjunction with the drawings and specific embodiments example.
Convenience for exemplifying embodiment explanation according to the disposition of operator to customer phone, is classified as follows customer phone: received call, dial, missed call, transfer phone, call back in advance, headphone not.Wherein, received call, to dial be that operator has finished caller client and the Outgoing Call conversed; Missed call is meant the phone that operator does not answer when being in holding state; Shift phone be meant customer phone by other operator to client's preliminary treatment after, need service scenario this operator that pass on; Call back in advance be meant that operator plans sth. ahead or the network main control software unified judge select after, require operator to transfer to the phone of finishing communication with the client; Headphone is not meant that the conversation between operator and the client finishes, need finish the phone that the conversation writing record is handled.
But a kind of typical composition mode of the intelligent telephone set among the present invention is the information terminal as an independent operation, and its module comprises central processing unit (CPU) 50, CID decoding 10, telephone set control 20, speech recording and reproducing 30, power management 40, network communication interface 60, keyboard 70, LCD demonstration 80.CPU 50 coordinates the work of other module by the control of control/data/address bus, and handles the inputoutput data of other module.
Intelligent telephone set among the present invention has two external connecting interfaces, one of them interface be and telecommunications company's telephone network 100 between the telephonic communication line interface, require that telephone network 100 transmits cid data (DTMF, FSK encode) simultaneously when customer phone inserts; Another interface be and the local area network (LAN) 110 of unit between the express network communication interface, the communications protocol of this interface adopts the ICP/IP protocol of simplifying, and is compatible fully with the TCP/IP standard agreement.
Except that CPU 50, intelligent telephone set comprises the composition module of plain old telephone: CID decoding 10, telephone set control 20, speech recording and reproducing 30, power management 40.Wherein, CID decoder module 10 is finished the decoding of incoming call client's cid data, and decoded data is sent to CPU; Telephone set control module 20 is finished outside phone off-hook, on-hook, conversation, hand-free call, transfer, the quiet machine basic function of expecting someone's call, and also can select different incoming call chimes automatically according to client's category level; Voice recording-reproducing assembly 30 is mainly finished recording of call voice and playback, selects to reply voice according to levels of clients automatically when nobody replys; Power management module 40 converts external 220V/110V AC power to 3V/5V intelligent telephone set dc supply.
But as the information terminal of independent operation, the present invention has designed LCD display module 80 and Keysheet module 70 especially on intelligent telephone set.Wherein, LCD display module 80 comprises LCD display and character library, and Chinese word library is selected 16 dot matrix word libraries for use, is made up of GB2312 standard character library and self-defined character library two parts.Self-defined character library comprises rarely used word, after being generated by the network management software editor in the management server, downloads on the intelligent telephone set before intelligent telephone set is formally enabled by network communication interface 60.
Display screen in the LCD display module 80 is divided into four zones: system mode and operational data district 210, client's electronic business card district 220, operation controlled area 230, information indicating district 240.Wherein, system mode and operational data district 210 uses some icons and numeral to show operator's work overview, comprise operator's operational data (received call quantity, dial quantity, missed call quantity, shift phone quantity, call back quantity, headphone quantity etc. not in advance), intelligent telephone set state (register, conversation, standby, sign-out, sign-out etc. temporarily) and state duration etc.; Client's electronic business card district 220 shows the partial content (customer name, sex, unit, post, mobile phone, WorkPhone etc.) of conversation customer phone number, electronic business card; Operation controlled area 230 is operation control interfaces of intelligent telephone set functional module, comprises the conversation customer information and shows (electronic business card, historical record), call voice recording playback operation etc.; Information indicating district 240 is responsible for the online help of smart phone machine operation, then shows error reason as operating mistake.
Except telephone set button commonly used, Keysheet module 70 also is provided with systemic-function button, expanded function button and auxiliary operation button at the functional module of intelligent telephone set, and Fig. 2 has provided an example of intelligent telephone set keyboard.In addition, if increased software and hardware supports such as fax, note, Email in the management server, intelligent telephone set only need be opened the expanded function button and get final product.
Also designed network communication interface module 60 in the intelligent telephone set among the present invention especially, because of the performance limitations of CPU50, the communications protocol of network communication interface module 60 adopts the ICP/IP protocol of simplifying, and this agreement and TCP/IP standard agreement are compatible fully.For making things convenient for system upgrade and modification, the display format of LCD display module 80 adopts parameter mode to be controlled by management server, and promptly displaying contents, display position are provided with when intelligent telephone set returns data by network communication interface module 60 in real time by management server.
When if operator need dispose personal computer because of other vocational work, intelligent telephone set among the present invention also can select the module shown in Figure 1B to form mode: central processing unit (CPU) 50, CID decoding 10, telephone set control 20, speech recording and reproducing 30, power management 40, network communication interface 60, module composition mode with Figure 1A is compared, deleted Keysheet module 70 and LCD display module 80 in this intelligent telephone set, its corresponding function is transplanted in operator's personal computer 90 and is realized.In addition, consider the network communication interface module 60 general use RS232/RS422/USB serial communication interfaces of selecting for be connected simple and direct practicality with operator's personal computer 90.
The present invention is provided with database and application software in management server, database comprises network data base 310 and Service Database 320, and application software comprises network main control software 340, the network management software 330, systems support software 350.
The network operation data that network data base 310 among the present invention is preserved intelligent telephone network comprise operator's record, user logging, system log (SYSLOG) etc.; When the original business management system database of unit can not be satisfied the demand, can set up Service Database 320, Service Database 320 is preserved in the intelligent telephone networks and is sold and serve directly related data.
For strengthening the fail safe of network data base 310 and Service Database 320, designed graded access mechanism in database: system is responsible for all data record in the accessing database of having the right, and operator can only visit one's own operator's record, user logging; No matter visit still is being to carry out on the intelligent telephone set, will carry out identification to operating personnel by password on management server.For preventing that network data base 310 and Service Database 320 contents are by unauthorized access and malicious modification; adopt DEA (as the DES algorithm) that database is protected; simultaneously increase check field in each data record, this field contents is generated automatically by the data of cryptographic algorithm according to each record.
(1), operator's record
A. operator's dossier: name, post, job number, password etc.;
B. operator's attendance record: job number, date, register/the sign-out time, interim sign-out accumulative total duration etc.;
C. operator's mode of operation: job number, IP prefix code, force recording sign etc.;
D. operator's logging: job number, received call quantity, dial quantity, missed call quantity etc.;
(2), user logging
A. client's electronic business card: customer number, customer name, sex, unit, post, mobile phone, WorkPhone, other phone, address postcode, Email etc.;
B. customer service record: customer number, service start date, grouping rank, are responsible for operator's job number, assistant operator's job number etc.;
C. message registration: serial number, operator's job number, customer number, COS, date, the duration of call, customer phone number, service phone number etc.;
D. the writing record of conversing: serial number, operator's job number, customer number, date, conversation literal summary etc.;
E. calling record record: serial number, operator's job number, customer number, date, calling record length, calling record file etc.;
(3), system log (SYSLOG)
A. client's group classification: level codes, rank title, chime code;
B. chime record: chime code, chime etc.;
The c.IP code is provided with: IP code, IP prefix code etc.;
D. phone blacklist: telephone number, type, go into the phase in odd-numbered day, go into single reason etc.
The application software of management server comprises network main control software 340, the network management software 330, systems support software 350 among the present invention.Wherein, network main control software 340 is finished the control to intelligent telephone set, comprises ACD module, database input/output module, tcp/ip communication module, customer phone return visit administration module, intelligent telephone set control module etc.
When caller client, operating state according to caller client number, historical service log and operator, automatic call distribution (ACD) module of network main control software 340 is selected the operator who is suitably for this customer service in the intelligent telephone network most automatically, simultaneously the customer phone switching is moved to this operator.Following ACD algorithm example is according to parameters such as operator's priority caller client to be carried out smart allocation:
(1), be responsible for operator, assistant operator is preferential;
(2), the longest, the average standby of standby last time is the longest preferential;
(3), air time last time (in prescribed limit) is the shortest, average holding time is the shortest preferential;
(4), the received call least number of times is preferential;
(5), the highest (minimum) workmanship is preferential.
When a plurality of operators in the intelligent telephone network work simultaneously, control by the united and coordinating that the database input/output module and the tcp/ip communication module of network main control software 340 are finished the database access and the communication resource.Wherein, the database input/output module has designed unified database interface form, makes things convenient for the transplanting between disparate databases (as Access, Oracle, Sybase, Informix etc.) of network data base 310 or Service Database 320; The tcp/ip communication module adopts compatible ICP/IP protocol, finish and intelligent telephone set between the real time data exchange.
For guaranteeing the portability of intelligent telephone set, intelligent telephone set desired data and major parameter all leave in the network data base 310.Operator is at first at the enterprising line operate of intelligent telephone set, the tcp/ip communication module of passing through of the intelligent telephone set control module in the network main control software 340 is accepted to handle this operation, and intelligent telephone set desired data (comprising video data, displaying contents etc.) is passed back to intelligent telephone set.
The network management software 330 is finished the analyzing and processing of network operation data, comprises system module, statistical report form module, data backup module, job guide module etc. are set.
The network parameter of the network management software 330 is provided with module and finishes operator's record management (as the change that is provided with of operator's dossier and mode of operation), user logging management (as the levels of clients change), system log (SYSLOG) management (change that is provided with of phone blacklist is set as the classification of client's group, chime record, IP code).
The statistical analysis module of the network management software 330 comprises system's operating analysis (as system load, total call), customer data analysis (as new client's quantity etc.), the analysis of operator's operational data etc. with the ruuning situation of statistical analysis intelligent telephone network.The statistical analysis form is taked form and block diagram mode, for the system manager provides the quantized data data when carrying out work such as system extension upgrading, operator's operating time are arranged, marketing channel planning.
The data backup module of the network management software 330 is finished the data of database backup and data are resumed work the read-write CD of DB Backup storage medium multiselect.Select for use this module when the management server stores hardware fault, can avoid the corrupt data storehouse on the one hand, can finish the optimization of database on the other hand, improve the response speed of management server intelligent telephone set.
The job guide module of the network management software 330 comprises work such as system's operation monitoring, operator's job guide, customer complaint tracking.On management server (perhaps other computer), design system operation monitoring interface, will show all operators' operating state (as register, sign-out, cancellation temporarily, conversation, standby etc.) and logging (as received call quantity, dial quantity, missed call quantity etc.) in real time; System is responsible for and can uses three-party talking function to audit conversation between operator and the client when needed, in time instructs operator's work; According to the record of database, when customer complaint, can follow the trail of supervision, for complaint handling provides the data foundation to service log.
350 pairs of intelligent telephone networks of systems support software carry out system extension, realize the unified management of customer information, comprise sales service module, multi-mode communication support module, other business interface module etc.Wherein, the customer information that the sales service module is finished in the multiple services channels is unified, and the customer information unification that obtains in visit, the non-communication on telephone mode such as visiting is integrated into network data base 310; Intelligent telephone set on hardware, designed dislodging machine, conversation, hands-free, shift, the machine basic function is expected someone's call in recording, expanded functions such as fax, note, Email have only been reserved function button and operation interface, and multi-mode communication support module is that the expanded function of intelligent telephone network provides the software and hardware support with the equipment sharing mode.
Fig. 5 is a kind of typical network topology structure of intelligent telephone network among the present invention, comprises public telephone network 410, stored-program control exchange 420, intelligent telephone set 430, local area network (LAN) 440, management server 450.Wherein, public telephone network 410 is telecom communication nets that telecommunication department provides, and requires telephone line to have caller identification (DTMF, FSK coding) function; Stored-program control exchange 420 is WorkPhone communication exchanges, requires its extension wire to have caller identification (DTMF, FSK coding) function; Intelligent telephone set 430 adopts the typical case of Figure 1A to form mode, promptly selects the communication interface modules of LCD display module, keyboard, compatible ICP/IP protocol for use; Local area network (LAN) 440, management server 450 all adopt general lan device (as hub), computer.This typical network topology structure is applicable to that middle-size and small-size unit sets up intelligence office communication system.
The another kind of network topology structure of the intelligent telephone network among the present invention is shown in Figure 6, comprises public telephone network 510, intelligent telephone set 520, management server 530.Wherein, public telephone network 510 is telecom communication nets that telecommunication department provides, and telephone line has caller identification (DTMF, FSK coding) function; Intelligent telephone set 520 also adopts the typical case of Figure 1A to form mode, but communication interface modules is selected the RS232/RS422/USB serial communication protocol for use; Management server 530 increases the multi-serial-port card configuration in all-purpose computer.Contrast with Fig. 5, this network topology structure has been deleted stored-program control exchange 420, local area network (LAN) 440, is applicable to that small-sized unit sets up intelligence office communication system.
If when enterprises and institutions have the branch of a plurality of dispersion offices, can adopt network topology structure shown in Figure 7.Wherein, comprise public telephone network 610, stored-program control exchange 620, intelligent telephone set 630, local area network (LAN) 640, communication computer 650, private network or Internet Virtual Private Network 670 in the branch 680, contrast with Fig. 5, do not establish management server in the branch, but be provided with and the central authority management server between communication port---communication computer 650, private network or Internet Virtual Private Network 670; Central authority 690 is similar with the network topology structure of branch 680, and just the management server 660 with whole unit is arranged in the central authority 690.
With an example of intelligent telephone set workflow, further specify the work of this intelligent telephone network below.
Intelligent telephone set among the present invention is as the information terminal of operator's independent operation, not only can operate (step 820 is to step 910) in talking state, also can be in non-talking state operation, the intelligent telephone set of latter event is the equal of a Working information terminal.
When operator starts shooting work (step 710), should at first carry out operator and register (step 720), as temporary transient interruption of work, operator needs sign-out temporarily.Operator register (step 720) require operator to input job number, password, this operator's intelligent telephone set just can enter operating state after systems inspection is checked and approved.
Operator registers after the success, and intelligent telephone set is finished initialization data by management server and loaded (step 730).Initialization data loads the definition that (step 730) mainly finishes the intelligent telephone set mode of operation, as: reference clock, grouping chime, local area code, IP enable sign, IP prefix number, force recording sign etc.
Intelligent telephone set at first enters holding state when work, the data load of on intelligent telephone set, finishing the work (step 740), and show operator's operational data and intelligent telephone set state information.Wherein, operational data mainly comprise received call, dial, missed call, transfer phone, call back in advance, the quantity of headphone not; The intelligent telephone set state information comprise register, conversation, standby, sign-out, sign-out etc. temporarily.The operational data of intelligent telephone set loads and also can adopt interrupt mode to finish.
Before operator was to the smart phone machine operation, intelligent telephone set had preferentially judged whether caller client (step 750).During caller client, select operator's (step 760) of the most suitable this caller client of processing by automatic call distribution (ACD) module of network main control software 340, if only operator is other operators, then automatic incoming call switching (step 770); Otherwise the phone off-hook is handled (step 820), enters talking state.
When not having caller client, intelligent telephone set butted line employee makes data, business datum is retrieved (step 780) but operator uses.Data retrieval handles that (step 790) comprises missed call, shifts phone, calls back in advance, operational data such as headphone does not browse.For missed call, shift phone, call back and in browsing, can select phone to transfer to (step 810) in advance, also can directly enter conversation writing record processing selecting (step 940), finish the literal summary record of conversation.
When selecting phone to transfer to (step 810), will transfer to the result to judge, and enter off-hook as successful intelligent telephone set and handle (step 820) phone; Otherwise turn back to holding state, and the data load (step 740) of finishing the work again.
When caller client inserts or phone when transfering to successfully, intelligent telephone set carries out off-hook processing (step 820).This moment, operator and client began conversation, simultaneously the real-time recording call voice.When operator begins to converse with the client, intelligent telephone set will be finished customer information automatically and show (step 830), and the customer information content comprises client's electronic business card and the last message registration.
Operator can select to use following operation in the conversation processing procedure: call voice recording starts or stops (step 850), data retrieval (step 870), speech data shifts (step 890) etc. synchronously.During end of conversation, intelligent telephone set is finished on-hook automatically and is handled (step 910).
According to client's situation, during operator's selectable voice recording state change (step 840), except that management server is specified this operator's the situation of mode of operation for the pressure recording, can restart or the finished call recording.
Data retrieval (step 860) comprises the customer information retrieval, is responsible for operator's information retrieval, business datum retrieval etc.Because when the client uses new phone number, incoming call client that CID forbidding or unit customer contact change are set, can cause customer information to show in (step 830) that no customer information or information are inaccurate, operator can select the customer information retrieval for use, be responsible for operator's information searching module and search data such as the electronic business card that this client is correlated with, historical message registration, the person in charge operator this moment; The work that the business datum retrieval is mainly used to assist operator.
In the conversation processing procedure, when using new telephone number, incoming call client that CID forbidding or operator are set to need other operators to assist because of the client, can select phone to shift (step 880), information synchronization such as customer voice phone, client's electronic business card are transferred on other operator's the intelligent telephone set.
When operator finished to converse, intelligent telephone set was finished on-hook and is handled (step 910), is in starting state as recording, will stop recording automatically.Then, operator will select to carry out whether immediately message registration and handle, and as temporarily not handling, then this phone is charged to and finished after operational data is waited until.
When carrying out the message registration processing, the summary of dialog context is summed up, can select call voice playback (step 920) for making things convenient for operator.Audio playback is handled the sound recordings that the call voice in (step 930) was both conversed the same day, the sound recordings in the also historical service log.
When selecting conversation word processing (step 940), mainly finish conversation writing record (step 950), comprising increases or the literal summary record of revising, converse client's electronic business card.After only finishing conversation writing record (step 950), operator just accuses this client's services and finishes.
Operator's power cut-off shutdown (step 980) is preceding, should select sign-outly, and the network main control software will be checked (step 960) to the end-of-job request.Have only this operator's work disposal to finish when (this operator do not have untreated missed call, shift phone, call back in advance, not headphone), when perhaps being forced to intervene by management server by the person in charge of system because of cause specific, this operator sign-out (step 970) just can be allowed.
Claims (11)
1, a kind of in order to realize the intelligent telephone network of automatic call distribution (ACD), data sharing and unified management between a plurality of telephone sets, it is characterized in that: this intelligent telephone network comprises a plurality of intelligent telephone sets and a management server, but intelligent telephone set is the information terminal of operator's independent operation, has wherein designed LCD display, keyboard and network communication interface especially; Design has database and application software on the management server, is used for storage and treatment system data respectively, and management server is finished real-time control to intelligent telephone set by network communication interface.
2, intelligent telephone network according to claim 1, it is characterized in that: this intelligent telephone network is an intelligence office communication system based on caller ID identification (CID) technology, requires to insert telephone line and transmit cid data (DTMF, FSK coding) simultaneously when caller client.
3, intelligent telephone network according to claim 1, it is characterized in that: this intelligent telephone network has automatic call distribution (ACD) function, when caller client, operating state according to caller client number, historical service log and operator, system selects the operator who is suitably for this customer service in the network most automatically, customer phone is forwarded on this operator's the intelligent telephone set simultaneously.
4, intelligent telephone network according to claim 1, it is characterized in that: but the intelligent telephone set in this intelligent telephone network is the information terminal of operator's independent operation, its typical module is formed and is comprised central processing unit (CPU), telephone set control, CID decoding, speech recording and reproducing, power management, LCD demonstration, keyboard, network communication interface, wherein the CPU module controls is coordinated the work of other module, and handles the inputoutput data of other module; The telephone set control module is finished functions such as phone off-hook, conversation, hands-free, transfer, on-hook; The CID decoder module is finished the decoding to the cid data that sends on the telephone line, and these data are sent to CPU; Voice recording-reproducing assembly is finished recording of call voice and playback; Power management module is finished the external power supply management of intelligent telephone set; The LCD display module is finished information and is shown, and provides operation interface for the information input; Keysheet module is finished the operation control of ordinary phone button, systemic-function button etc. at the functional module of intelligent telephone set; The network communication interface module is finished the real-time data communication between intelligent telephone set and the management server.
5, intelligent telephone network according to claim 1, it is characterized in that: the another kind of module composition mode of the intelligent telephone set in this intelligent telephone network comprises central processing unit (CPU), telephone set control, CID decoding, speech recording and reproducing, power management, network communication interface, wherein LCD display module and Keysheet module are deleted, and correlation function is transplanted on operator's personal computer and is finished.
6, intelligent telephone network according to claim 1, it is characterized in that: the intelligent telephone set in this intelligent telephone network has the automatic Presentation Function of conversation customer information, can show this client's electronic business card and historical service log on the intelligent telephone set LCD display automatically according to conversation customer phone number.
7, intelligent telephone network according to claim 1, it is characterized in that: the intelligent telephone set in this intelligent telephone network has the synchronous forwarding function of speech data, in the conversation processing procedure, operator can be transferred to customer voice phone and customer information on another operator's the intelligent telephone set as required synchronously.
8, intelligent telephone network according to claim 1, it is characterized in that: the intelligent telephone set in this intelligent telephone network has call voice recording playback, conversation writing record function, operator can carry out recording or playback of call voice, also can finish conversation literal summary record simultaneously, adopt the dual logging mode of calling record and conversation writing record, be convenient in time manage and instruct operator's work.
9, intelligent telephone network according to claim 1, it is characterized in that: the intelligent telephone set in this intelligent telephone network has data retrieval function, retrieve data comprises customer information, operator's information, business datum etc., data retrieval both can be finished under talking state, also can finish under non-talking state.
10, intelligent telephone set network according to claim 1, it is characterized in that: intelligent telephone set in this intelligent telephone network and the network communication interface between the management server can adopt the express network communication interface of compatible ICP/IP protocol standard, also can select to adopt the RS232/RS422/USB serial communication interface;
11, intelligent telephone set network according to claim 1, it is characterized in that: be provided with application software in the management server in this intelligent telephone network: network main control software, the network management software, systems support software, the network main control software is finished the control to intelligent telephone set, comprises ACD module, tcp/ip communication module, database input/output module, customer phone return visit administration module, intelligent telephone set control module etc.; The network management software is finished data analysis and is handled, and comprises network parameter module, statistical analysis module, data backup module, job guide module etc. are set; Systems support software carries out system extension to intelligent telephone network, realizes the unified management of customer information, comprises sales service module, multi-mode communication support module, other business interface module etc.
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| Application Number | Priority Date | Filing Date | Title |
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| CN 200510063329 CN1655569A (en) | 2005-04-08 | 2005-04-08 | Intelligent telephone network |
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| CN 200510063329 CN1655569A (en) | 2005-04-08 | 2005-04-08 | Intelligent telephone network |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108134864A (en) * | 2017-12-26 | 2018-06-08 | 携程旅游信息技术（上海）有限公司 | The communication management method and system of office telephone |
| CN112019511A (en) * | 2020-07-29 | 2020-12-01 | 重庆锐云科技有限公司 | Real estate incoming call intelligent management system |
| CN112668922A (en) * | 2017-07-07 | 2021-04-16 | 山东御银智慧金融设备有限公司 | Enterprise client marketing intelligent management system based on cloud computing |
-
2005
- 2005-04-08 CN CN 200510063329 patent/CN1655569A/en active Pending
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112668922A (en) * | 2017-07-07 | 2021-04-16 | 山东御银智慧金融设备有限公司 | Enterprise client marketing intelligent management system based on cloud computing |
| CN108134864A (en) * | 2017-12-26 | 2018-06-08 | 携程旅游信息技术（上海）有限公司 | The communication management method and system of office telephone |
| CN112019511A (en) * | 2020-07-29 | 2020-12-01 | 重庆锐云科技有限公司 | Real estate incoming call intelligent management system |
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