CN1822621A - Call transfer device and call central system and call transfer method - Google Patents
Call transfer device and call central system and call transfer method Download PDFInfo
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- CN1822621A CN1822621A CN 200510127920 CN200510127920A CN1822621A CN 1822621 A CN1822621 A CN 1822621A CN 200510127920 CN200510127920 CN 200510127920 CN 200510127920 A CN200510127920 A CN 200510127920A CN 1822621 A CN1822621 A CN 1822621A
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Abstract
Present invention relates to call transfer equipment and calling centering system and call transfer method. It contains at least two analog junction interfaces configured phone number map and terminal map information, when either analog junction interface accessing calling, then according to configured map relation between terminal transferring said calling to another analog junction interface which automatically proceed switching operation according to configured phone number map relation. Said invention also provides relevant calling centering system and call transfer method Base on said equipment.
Description
Technical field
The present invention relates to communication technical field, relate in particular to a kind of calling switching processing technology field.
Background technology
At present, hotline service is also referred to as the call center, has begun to popularize in government, enterprises and institutions, and it is various further and flexible that its application mode also becomes.
Described call center receives and sends an entity of calling in order to realize customer service, the marketing, technical support and other particular business activity.Can think that also the call center utilizes phone, the place of carrying out business activity in conjunction with the central database that links to each other with ACD (system of automatic call dispatching).
In today customer-centric, the call center can bring beyond measure benefit and value for enterprise, finally wins rich profit, promotes the progress of entire society.The transfer that the hot line interconnecting device is just attended a banquet for the call center provides technical support and realization.
At present, the seat of call center connects as shown in Figure 1, and center switch inserts on-site PSTN (traditional electrical phone network) network, and a certain client in network squeezes into phone, the ring off-hook of attending a banquet.
As shown in Figure 1, when the center switch of call center need be moved, then need business unit to apply for local pstn telephone again, like this, cause the hot line number to need change, the change of hot line number will bring very big inconvenience to enterprise; All can bring bigger influence for the propaganda work of hot line number, user's acceptance etc., and then because the change of service has a strong impact on user satisfaction.
For this reason,, proposed new demand, promptly do not changed the hot line number, do not changed the use habit of original call center at situations such as the center switch resettlement of call center, the transfers of attending a banquet.
For satisfying the demand, specifically can utilize common simulation relaying tandem function to be configured realization, the user in use needs according to direct inward dialing to extension autom prompting back by respective number, thus with call proceeding to the center switch in new address, and then be connected to the seat place.
Therefore, above-mentioned implementation method has the shortcoming of two aspects: need the content of configuration comparatively loaded down with trivial details on the one hand, it is also very inconvenient also to make the user use on the other hand.
Summary of the invention
The purpose of this invention is to provide a kind of call transfer device and call center system and call transferring method, thereby can be after the center switch change of address, still can keep original hot line number, and the user need not extra operation in using hot line number process.
The objective of the invention is to be achieved through the following technical solutions:
The invention provides a kind of call transfer device, comprising:
At least two Analog Trunk Interface, be at least two Analog Trunk Interface configuring telephone number mappings and port mapping information, when arbitrary Analog Trunk Interface inserts calling, then this calling is transferred on another Analog Trunk Interface according to the mapping relations between the port of configuration, and by telephone number mapping relations automatically the continue operation of another Analog Trunk Interface according to configuration.
Described equipment also comprises: local area network (LAN) LAN interface and/or serial line interface, each interface are respectively applied for the configuration operation of realization at call transfer device.
Described equipment specifically comprises:
Master control borad: the relay process that is used to control the analog trunk circuit plate;
The analog trunk circuit plate; Be used to provide the loop trunks interface, and be connected with the analog electrical route of parent office respectively.
Described analog trunk circuit plate comprises:
Call processing module: be used for handling the call treatment that realizes analog junction based on state machine;
Scan module: be used to control carry out that ringing-current detects, the disconnection of relaying loop and the operation of connection;
Digital Signal Processing DSP module: be used to realize that chip is by beginning, a receipts/voice, transmitting control commands, transmission signal tone/phonetic function.
Described equipment also comprises initialization module, is used to carry out overall initialization operation, and creates and activate each calling task.
Described equipment also comprises power module, is used to the power supply of master control borad and analog trunk circuit plate.
Described equipment also comprises basic mixed-media network modules mixed-media, is used to realize basic procotol.
The present invention also provides a kind of call center system, comprising:
Call transfer device is connected between two analog phone lines of local traditional telephone network at least, and wherein at least one is used for the corresponding telephone number in automatic place calls center;
The call center is connected on the traditional telephone network of strange land, and is assigned the telephone number of corresponding strange land traditional telephone network.
The present invention also provides a kind of call transferring method, comprising:
Have on the Analog Trunk Interface when call out inserting when monitoring, then set up path between this Analog Trunk Interface and another Analog Trunk Interface according to the port mapping corresponding relation that is provided with according to ringing-current;
Two Analog Trunk Interface carry out the off-hook operation simultaneously, and will call out automatic connection to the telephone number of setting by described another Analog Trunk Interface.
Described method also comprises calls out the release processing procedure, is specially:
When on monitoring an Analog Trunk Interface, busy tone occurring, then close the path between two Analog Trunk Interface, and the initiatively on-hook of another Analog Trunk Interface.
As seen from the above technical solution provided by the invention, adopt the present invention behind user's hooking call center, need not international communication and change original hot line number, thereby saved advertising and general publicity expenses.And after equipment was installed, function was transparent, does not influence original use habit of user, thereby has guaranteed user's satisfaction.
Simultaneously, the present invention realizes simply, can be configured by serial ports or network, has only increased the means of a network configuration than the configuration of conventional switch.
Description of drawings
Fig. 1 is a call center system structural representation of the prior art;
Fig. 2 is a call transfer device structural representation provided by the invention;
Fig. 3 is the Call Transfer equipment inner structure schematic diagram among Fig. 2;
Fig. 4 is the master control borad structural representation among Fig. 3;
Fig. 5 is the analog junction plate structure schematic diagram among Fig. 3;
Fig. 6 is described Call Transfer device interior software configuration schematic diagram;
Fig. 7 is a system configuration schematic diagram provided by the invention;
Fig. 8 is the process chart one of method of the present invention;
Fig. 9 is the process chart two of method of the present invention.
Embodiment
The present invention has mainly provided a kind of call transfer device, the calling that this equipment can automatic butt the be gone into processing of transferring, thus transfer the call in another communication line, and the whole operation processing procedure is transparent fully for the user who makes a call.This equipment also can be called the hot line transfer equipment.
Call transfer device provided by the invention can omit the troublesome operation process that the user dials once more after listening voice suggestion, the substitute is the user only need directly dial corresponding number and get final product, specifically automatically realize operational processes such as follow-up dialing, thereby respective call is transferred on the terminal of upgrading behind the number by this call transfer device.Be call transfer device after receiving the calling that a certain port comes, can make a call from the called number of other port automatically, finish the tandem function to a setting.
The configuration of call transfer device provided by the invention is very simple, and it is also comparatively convenient to use.
Owing to adopted the corresponding call transfer equipment, therefore, the user can carry out flexible configuration to the called number that makes a call automatically, promptly makes amendment as required arbitrarily, and guarantees that the modification of called number can not have influence on the processing procedure that the user makes a call.That is to say, can be among the present invention to incoming call port (original port in call transfer device, the actual dialing numbers information of respective user) and the mapping relations of exhalation port (mapped port, respective user are dialed the called number information that will be transferred to automatically after the respective number) carry out flexible configuration and definition.Corresponding configuration mode can pass through console (serial ports) to be realized, also can carry out TELNET (Telnet) back by LAN (Ethernet interface) and realize.
For the present invention there being further understanding, be described below in conjunction with the structure of accompanying drawing to call transfer device provided by the invention.
As shown in Figure 2, call transfer device is provided with two above Analog Trunk Interface, 1 and 4 equal representative simulation trunk interface sequence numbers among the figure.Trunk interface links to each other with PSTN (traditional electrical phone network); Wherein, 1 mouthful of corresponding telephone number (the actual called number that the user dials) is defined as original port, and 4 mouthfuls of corresponding hot line numbers 12345 (the actual called number of hotline service is provided) are defined as mapped port; Among Fig. 15 is the LAN of this equipment, and 6 is the console of this equipment.
Can adopt the higher embedded OS of real-time multi-task reliability in the specific implementation process of the present invention, the compression/decompression processes of voice is finished by dsp chip.
As Fig. 3, the present invention specifically comprises master control borad, power panel and analog trunk circuit plate, wherein power panel is used to master control borad and analog trunk circuit plate that power supply is provided, signal between the client layer at the master control layer at master control borad place and analog trunk circuit plate place mainly is the pcm bus signal, and voice-and-data all transmits by PCM.
Describe below in conjunction with the concrete structure of accompanying drawing master control borad and analog trunk circuit plate.
Wherein, the logic diagram of described master control borad comprises CPU as shown in Figure 4, and CPU is the control core of system, is used for intrasystem data transaction, communication and functions such as interface control, protocol processes.SDRAM (synchronous dynamic random access memory) with periphery, FLASHMEMORY (flash memory), BOOTROM (boot memory), RS-232 serial port interface, the 10MBASE-T Ethernet chip, EPLD (programmable logic chip) interface is formed a control system, finishes the generation of IP bag, sends, receive, to the visit and the processing of DSP (Digital Signal Processing) part,, also finish control to various indicator lights to the control of Analog Subscriber Line Board interface chip.
The logic diagram of the analog trunk circuit plate described in Fig. 3 (be called for short analog junction plate) as shown in Figure 5, described analog junction plate provides the loop trunks interface, can join with the analog of telephone line of parent office.
In Fig. 3, described analog junction plate comprises: DSP, SRAM (static memory), CODEC (codec), Analog Trunk Interface FXO_1～FXO_4.Relay plate can be encoded into PCM to the speech data signal on the analog of telephone line of parent office, delivers to DSP and compresses, and also can deliver to the CODEC decoding to the digital signal decompress(ion) after the compression, restores sound or data-signal, delivers in the analog junction circuit.DSP can also finish the functions such as detection of signal tone.
In above-mentioned hardware configuration, adopted the auxiliary corresponding call forwarding function of realizing of corresponding software, the corresponding functional module of determining with software demarcation mainly comprises the processing module shown in the table 1 as shown in Figure 6, simultaneously, the function of each module also is described in table 1.
Table 1
| Sequence number | The | Function | |
| 1 | Call processing module | Adopt the call flow of state machine treatment of simulated relaying. | |
| 2 | Scan module | Comprise that ringing-current detects, controls such as the disconnection of relaying loop and connection. | |
| 3 | The DSP module | Finish interface with DSP, comprise functions such as chip initiation, a receipts/voice flow, transmitting control commands, transmission signal tone/voice | |
| 4 | Database module | The Management System Data storehouse provides interface function for | |
| 5 | Initialization module | Carry out the initialization (comprising data structure, formation, signal lamp etc.) of the overall situation, create and activate each task then. | |
| 6 | The basic network module | The basic procotol of main realization is as TCP/IP, DHCP etc. |
Based on foregoing call transfer device, the present invention also provides a kind of call center system, accordingly call transfer device is arranged in the call center annexation as shown in Figure 7, at call transfer device configuration 1 mouthful and 4 mouthfuls of corresponding relations, and 4 mouthfuls disposed a hot line number.
For example, need to realize traffic from the port one incoming call being transferred to hot line port 4 by configuration, port 4 automatic signalings 12345 then need the configuration adopted as follows:
(1) device name＞port hotline 4 12345, implication is: the called number of the new calling of initiating from port 4 is 12345;
(2) device name＞port mapped add 14, implication is: turn out from port 4 from the calling that port one comes.
Through after the above-mentioned configuration, when the user dials the telephone number of analog of telephone line of parent office of 1 mouthful of connection, after then handling by the switching of call transfer device, number in 4 mouthfuls of telephone networks that connected is that 12345 telephone terminal will begin ring, thereby guarantees that the user can connect with the relative users terminal.
For processing procedure of the present invention is well understood to, will describe call processing method provided by the invention in conjunction with the accompanying drawings more below.
Based on said system, on the analog junction hardware platform, utilize embedded software and switching technology, realize special tandem function.As phone during from 1 mouthful of incoming call, 1,4 mouthful of off-hook at once all, 4 mouthfuls send out the numbers of setting simultaneously.Dial the number of another one PSTN.
Described call processing method comprises the handling process of call setup and release, and is concrete as Fig. 8 and shown in Figure 9, will describe respectively below.
At first, as shown in Figure 8, described call setup processing procedure comprises:
Step 81: the ringing-current on the call transfer device monitoring original port, i.e. ringing-current on surveillance map 7 middle ports 1;
Step 82: judge whether to monitor ringing-current, if then execution in step 83, otherwise execution in step 81 is proceeded monitoring;
Step 83: in the end of port one correspondence, set up path according to mapping relations;
Step 84: original port and the port that is mapped to, i.e. port one among Fig. 7 and port 4 off-hook simultaneously so that further with call proceeding to user terminal seat that the port that is mapped to is connected on;
Step 85: mapped port sends preset number to the PSTN side, and promptly mapped port carries out dial-up operation to the PSTN side, and the concrete number information of dialing is the number information that sets in advance.
Through the operational processes of above-mentioned steps 81 to step 85, the Client-initiated calling of dialing the number information of original port correspondence just can directly automatically be routed on the number information corresponding user terminal that is provided with on the mapped port, like this, just can guarantee application scenarios such as hotline service seat under the situation that causes number information to change because of reasons such as address transfers, still can under the situation that does not change number, normally use.
Secondly, as shown in Figure 9, described calling discharges processing procedure and comprises (being example with the original port):
Step 91: monitoring original port line status;
Step 92: judge whether to monitor original port and set up channel busy tone, if then execution in step 93, otherwise execution in step 91 continues monitoring;
Wherein, two ports (original port and the port that is mapped to) can be simultaneously all in Monitoring Line state and path situation, if two-port monitors busy tone simultaneously, then be set to by arbitrary port discharge earlier path all can, another port then back discharges respective channels.
Step 93: close the path between two corresponding interfaces;
Step 94: mapped port detects path blockade;
Step 95: initiatively on-hook of mapped port, thus realize handling at the releasing operation of path between the two-port.
By said process, the present invention is in implementation procedure, and the corresponding call transfer equipment can be with the path blockade of setting up between the two-port after monitoring busy tone, thereby guarantees that the path of setting up can correctly be discharged, thereby has guaranteed the reliability of communication.
In sum, among the present invention, the user need not international communication and changes original hot line number behind the hooking call center, thereby has saved advertising and general publicity expenses.And the present invention is after equipment is installed, and therefore the function of its realization, can not influence the original user use habit to user transparent, thereby guarantees user's satisfaction.In addition, the present invention can be configured by serial ports or network, increased the means of a network configuration than the configuration mode of conventional switch, be specially by the basic mixed-media network modules mixed-media in software module and realize, this module is mainly used in and realizes basic procotol TCP/IP etc.
The above; only for the preferable embodiment of the present invention, but protection scope of the present invention is not limited thereto, and anyly is familiar with those skilled in the art in the technical scope that the present invention discloses; the variation that can expect easily or replacement all should be encompassed within protection scope of the present invention.Therefore, protection scope of the present invention should be as the criterion with the protection range of claim.
Claims (10)
1, a kind of call transfer device is characterized in that, comprising:
At least two Analog Trunk Interface, be at least two Analog Trunk Interface configuring telephone number mappings and port mapping information, when arbitrary Analog Trunk Interface inserts calling, then this calling is transferred on another Analog Trunk Interface according to the mapping relations between the port of configuration, and by telephone number mapping relations automatically the continue operation of another Analog Trunk Interface according to configuration.
2, call transfer device according to claim 1 is characterized in that, described equipment also comprises: local area network (LAN) LAN interface and/or serial line interface, each interface are respectively applied for the configuration operation of realization at call transfer device.
3, call transfer device according to claim 1 and 2 is characterized in that, described equipment specifically comprises:
Master control borad: the relay process that is used to control the analog trunk circuit plate;
The analog trunk circuit plate; Be used to provide the loop trunks interface, and be connected with the analog electrical route of parent office respectively.
4, call transfer device according to claim 3 is characterized in that, described analog trunk circuit plate comprises:
Call processing module: be used for handling the call treatment that realizes analog junction based on state machine;
Scan module: be used to control carry out that ringing-current detects, the disconnection of relaying loop and the operation of connection;
Digital Signal Processing DSP module: be used to realize that chip is by beginning, a receipts/voice, transmitting control commands, transmission signal tone/phonetic function.
5, call transfer device according to claim 4 is characterized in that, described equipment also comprises initialization module, is used to carry out overall initialization operation, and creates and activate each calling task.
6, call transfer device according to claim 3 is characterized in that, described equipment also comprises power module, is used to the power supply of master control borad and analog trunk circuit plate.
7, call transfer device according to claim 3 is characterized in that, described equipment also comprises basic mixed-media network modules mixed-media, is used to realize basic procotol.
8, a kind of call center system is characterized in that, comprising:
Call transfer device is connected between two analog phone lines of local traditional telephone network at least, and wherein at least one is used for the corresponding telephone number in automatic place calls center;
The call center is connected on the traditional telephone network of strange land, and is assigned the telephone number of corresponding strange land traditional telephone network.
9, a kind of call transferring method is characterized in that, comprising:
Have on the Analog Trunk Interface when call out inserting when monitoring, then set up path between this Analog Trunk Interface and another Analog Trunk Interface according to the port mapping corresponding relation that is provided with according to ringing-current;
Two Analog Trunk Interface carry out the off-hook operation simultaneously, and will call out automatic connection to the telephone number of setting by described another Analog Trunk Interface.
10, call transferring method according to claim 9 is characterized in that, described method also comprises calls out the release processing procedure, is specially:
When on monitoring an Analog Trunk Interface, busy tone occurring, then close the path between two Analog Trunk Interface, and the initiatively on-hook of another Analog Trunk Interface.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200510127920A CN100576861C (en) | 2005-12-07 | 2005-12-07 | Call transfer device and call center system and call transferring method |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200510127920A CN100576861C (en) | 2005-12-07 | 2005-12-07 | Call transfer device and call center system and call transferring method |
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| Publication Number | Publication Date |
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| CN1822621A true CN1822621A (en) | 2006-08-23 |
| CN100576861C CN100576861C (en) | 2009-12-30 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN200510127920A Expired - Fee Related CN100576861C (en) | 2005-12-07 | 2005-12-07 | Call transfer device and call center system and call transferring method |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2012122670A1 (en) * | 2011-03-14 | 2012-09-20 | Telefonaktiebolaget L M Ericsson (Publ) | Method and device relating to relay technique |
| CN113676403A (en) * | 2021-10-22 | 2021-11-19 | 四川新网银行股份有限公司 | Relay line fault transfer method based on dynamic detection |
-
2005
- 2005-12-07 CN CN200510127920A patent/CN100576861C/en not_active Expired - Fee Related
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2012122670A1 (en) * | 2011-03-14 | 2012-09-20 | Telefonaktiebolaget L M Ericsson (Publ) | Method and device relating to relay technique |
| US9113455B2 (en) | 2011-03-14 | 2015-08-18 | Optis Cellular Technology, Llc | Method and device relating to replay technique |
| CN113676403A (en) * | 2021-10-22 | 2021-11-19 | 四川新网银行股份有限公司 | Relay line fault transfer method based on dynamic detection |
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| Publication number | Publication date |
|---|---|
| CN100576861C (en) | 2009-12-30 |
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Granted publication date: 20091230 Termination date: 20101207 |