CN1848877A - Enterprise telephone exchange system and method for realing enterprise switchboard thereof - Google Patents
Enterprise telephone exchange system and method for realing enterprise switchboard thereof Download PDFInfo
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- CN1848877A CN1848877A CN 200510064306 CN200510064306A CN1848877A CN 1848877 A CN1848877 A CN 1848877A CN 200510064306 CN200510064306 CN 200510064306 CN 200510064306 A CN200510064306 A CN 200510064306A CN 1848877 A CN1848877 A CN 1848877A
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Abstract
A method for realizing enterprise switchboard system includes prompting the calling terminal to send enterprise staff terminal information by telephone exchange network when calling request of calling terminal is received by calling center, then seeking enterprise staff terminal number corresponded by said information by itself and connecting the calling of calling terminal to enterprise staff terminal according to said number, enabling to use calling center to launch call to user and to use application terminal to update enterprise information stored in said center. The enterprise switchboard for realizing said method is also disclosed.
Description
Technical field
The present invention relates to communication network technology, be specifically related to the method for a kind of company telephone exchange system and realization company telephone exchange thereof.
Background technology
At present, many large enterprises inside all is equipped with the company telephone exchange system of oneself, by this system is linked to each other with the switching network of public switched telephone network supports such as (PSTN) communication, the customer call of company telephone exchange system outside can be linked in the company telephone exchange system by this switching network.Above-mentioned company telephone exchange system abbreviates company telephone exchange usually as.
Referring to Fig. 1, Fig. 1 is that the company telephone exchange of prior art is realized schematic diagram.Wherein, company telephone exchange 100 comprises extension set 104, extension set 105 and the extension set 106 that links to each other with switch 103, and switch 103 also links to each other with switching network 102.When wanting user application terminal 101 and extension set 106 to communicate, user terminal 101 sends the call request that comprises extension set 106 signs to the switching network 102 that is positioned at network side, switching network 102 sends to switch 103 according to extension set 106 signs of described extension set 106 signs and self storage and the corresponding relation of switch 103 with described call request.After switch 103 was received this call request, extension set 106 signs that comprise according to this call request sent to extension set 106 with this call request; Extension set 106 is received ring after the above-mentioned call request.
At this moment, if enterprise staff with extension set 106 off-hooks, then can be communicated by letter with user terminal 101 by extension set 106.Can certainly use method same as described above makes user terminal 101 communicate by letter with extension set 104 or extension set 105.
Described user terminal 101 might be the portable terminal in the wireless network, also might be the landline telephone in the fixed-line telephone network.For portable terminal, the switching network 102 that is positioned at network side mainly comprises equipment such as base station, base station controller, mobile switching centre; For landline telephone, 102 of switching networks that are positioned at network side are PSTN normally.
By the above as can be known, the user can use the user terminal of company telephone exchange outside to communicate by letter by any a part of machine of enterprises with enterprise staff.If but enterprise staff is current not in enterprises, the user then can't use extension set and the telex network that is provided in enterprises, even enterprise staff has been carried portable terminal or it has landline telephone at one's side, user's calling also can only be access in the extension set in the company telephone exchange at present, and can't insert portable terminal or its landline telephone at one's side of enterprise staff.
As seen, the company telephone exchange of using at present can't guarantee that the user under any circumstance can both in time communicate by letter with enterprise staff; And, to change the company telephone exchange number according to the different phone end office (EO) that inserts during the enterprise telephone-moving.Above-mentioned situation will have a strong impact on the service quality of enterprise, and user satisfaction is lowered.
Summary of the invention
In view of this, main purpose of the present invention is to provide a kind of company telephone exchange system, can guarantee that with the user call proceeding that receives to the enterprise staff terminal user under any circumstance can both in time communicate by letter with enterprise staff, the service quality and the user satisfaction of raising enterprise.
Another object of the present invention is to provide a kind of method of company telephone exchange, make customer call be routed to the enterprise staff terminal, guarantee that the user under any circumstance can both in time communicate by letter with enterprise staff, improve the service quality and the user satisfaction of enterprise by the call center.
For achieving the above object, technical scheme of the present invention is achieved in that
The invention discloses a kind of company telephone exchange system, this system comprises switched telephone network and call center;
Described switched telephone network, store the call center numbers in the company telephone exchange system, be used for and send to this call center from the call request at the call center of caller terminal, and will send to this call center from the enterprise staff end message of caller terminal, also will send to this enterprise staff terminal from the call request at the enterprise staff terminal of this call center;
Described call center stores described enterprise staff end message and corresponding enterprise staff termination number; Be used for after the described call request of receiving, send the enterprise staff end message by described switched telephone network prompting calling terminal from calling terminal; Also after receiving described enterprise staff end message, initiate calling at the pairing enterprise staff terminal of this information and continue calling terminal and enterprise staff communication between terminals link to switched telephone network.
Described switched telephone network is: mobile switching network; Or landline telephone switching network; Or mobile switching network combines with the landline telephone switching network;
Described calling terminal is: portable terminal or landline telephone;
Described enterprise staff terminal is: portable terminal or landline telephone.
Described call center comprises: by Ethernet mode continuous switch, Core server, Service Process Server and database server; Wherein,
Switch is used for the calling terminal call request from switched telephone network is sent to Core server; Also be used under the control of Core server, at calling terminal and the enterprise staff communication between terminals link of self continuing;
Core server, the described call request that is used for receiving sends to Service Process Server; Also be used for making a call to described switched telephone network, and the control switch is with calling terminal and the enterprise staff communication between terminals link of continuing according to enterprise staff termination number from Service Process Server;
Service Process Server, be used for sending the enterprise staff end message according to the described call request prompting calling terminal of receiving, and after receiving described enterprise staff end message, from database server, obtain the enterprise staff termination number of this information correspondence and send to Core server;
Database server is used to store the company information that comprises enterprise staff end message and corresponding enterprise staff termination number.
Described service server is the interactive voice response server.
This system also comprises the office terminal; Described call center also comprises the webserver, exhalation server, e-mail server;
Described office terminal is used to be linked into the webserver, and sends lastest imformation to the webserver; The described webserver is used for the lastest imformation from described office terminal is sent to database server, upgrades at self with the lastest imformation of being received by database server application;
When described call center will be when described calling terminal or enterprise staff terminal send company information, described exhalation server is used for making a call to calling terminal or enterprise staff terminal under the control of described Core server;
When described call center will be when described calling terminal or enterprise staff terminal send company information, described e-mail server is used under the control of described Core server to calling terminal or enterprise staff terminal send Email.
The present invention opens the method that a kind of company telephone exchange system realizes company telephone exchange that discloses, store the call center numbers in the company telephone exchange system in the switched telephone network, store described enterprise staff end message and corresponding enterprise staff termination number in this call center, the process that the calling terminal of this method is called out the enterprise staff terminal may further comprise the steps:
A. switched telephone network will send to the call center from the call request of caller terminal, and the call center sends the enterprise staff end message by this switched telephone network prompting calling terminal, and calling terminal sends the enterprise staff end message according to prompting to switched telephone network;
B. switched telephone network sends to the call center with the enterprise staff end message of receiving, the enterprise staff termination number of this information correspondence self is being searched by the call center, make a call to this enterprise staff terminal by switched telephone network according to this number, and continue calling terminal and enterprise staff communication between terminals link.
Among the step a,
Switched telephone network with the method that described call request sends to the call center is: after switched telephone network is received call request from calling terminal, read the call center numbers that this call request comprises, and this call request sent to switch in the call center corresponding with this call center numbers, this switch sends to Service Process Server in the call center with this call request;
The method of call center prompts calling terminal is: after described Service Process Server receives described call request from switch, obtain the calling enterprise staff option corresponding in the database server from the call center, and send to calling terminal by described switched telephone network with this call request;
Calling terminal to the method that switched telephone network sends described enterprise staff end message is: after calling terminal is received described calling enterprise staff option, select the enterprise staff end message in this option, and this enterprise staff end message is sent to described switched telephone network;
Among the step b,
The method that described enterprise staff termination number is searched by the call center is: the switch in the call center will send to described Service Process Server from the enterprise staff end message of described switched telephone network, Service Process Server obtains the enterprise staff termination number of this information correspondence from database server, and this number is sent to Core server in the call center;
The call center to the method that described enterprise staff terminal makes a call is: described Core server makes a call by the enterprise staff terminal of described switched telephone network to this number correspondence according to the described enterprise staff termination number from Service Process Server;
The continue method of described communication link of call center is: described Core server is controlled described switch continue calling terminal and enterprise staff communication between terminals link.
Among the step a, the method that Service Process Server obtains described calling enterprise staff option comprises:
Service Process Server reads the call center numbers that described call request comprises, and sends the data query order to database server; After database server is received this order, the calling enterprise staff option of self preserving corresponding with described call center numbers sent to Service Process Server.
Among the step b, the method that Service Process Server obtains described enterprise staff termination number comprises:
Service Process Server will send to database server from the enterprise staff end message of caller terminal, database server self is being searched the enterprise staff termination number of this information correspondence, and this enterprise staff termination number is sent to Service Process Server.
Among the step b, the method that Core server is initiated described calling to the enterprise staff terminal comprises:
The switch of Core server in the call center sends the call request that comprises described enterprise staff termination number; This switch sends to the described switched telephone network corresponding with this number according to the enterprise staff termination number that the call request of receiving comprises with this call request; This switched telephone network sends to the enterprise staff terminal corresponding with this number according to the described number that comprises in this call request with this call request.
Among the step b, the continue method of described communication link of Core server control switch comprises:
Core server sends the order that continues to described switch; After this switch is received the order that continues, calling terminal is connected with enterprise staff communication between terminals link at self.
Among the step a, when described call request was received by described call center, this method further comprised:
The call center provides the business event option by described switched telephone network to calling terminal, and the business event option of selecting according to calling terminal provides respective service to calling terminal; Or send next stage business event option to calling terminal according to the business event option that calling terminal is selected.
Among the step b, if the call center is to the failure that makes a call of described enterprise staff terminal; Or after calling terminal and enterprise staff communication between terminals link continued, the hang-up signal from the enterprise staff terminal was received by the call center, and this method further comprises:
The call center is at the communication link of self removing between self and the calling terminal; Or continue as calling terminal business service is provided.
This method further comprises, to be used for described call center is carried out the office terminal of maintenance of information by this call center of network insertion, send lastest imformation by this office terminal to this call center, this call center carries out information updating according to the lastest imformation of receiving at self;
When described call center will be when described calling terminal or enterprise staff terminal send company information, this call center makes a call to described calling terminal or described enterprise staff terminal by described switched telephone network;
When described call center will be when described calling terminal or enterprise staff terminal send company information, described call center is to described calling terminal or described enterprise staff terminal send Email.Compared with prior art, company telephone exchange provided by the present invention system comprises switched telephone network and call center, and the two cooperatively interacts, be used for from the call proceeding of caller terminal to the enterprise staff terminal.
Company telephone exchange provided by the invention system realizes that the method for company telephone exchange is: after the call request of calling terminal is received by the call center, send the enterprise staff end message by switched telephone network prompting calling terminal; And self searching the enterprise staff termination number of this information correspondence according to the information of receiving, again according to this number with the call proceeding of calling terminal to the enterprise staff terminal.
As seen, company telephone exchange system of the present invention and realize the method for company telephone exchange guarantees that the user under any circumstance can both in time communicate by letter with enterprise staff, further can also be made a call or send Email etc. to the user by the call center; The company information of can the application management terminal call center being preserved upgrades, and makes to get in touch closelyr between enterprise and the user, has improved Enterprise Quality of Service and user satisfaction, and helps the group that extends one's service of enterprise.
Description of drawings
Fig. 1 is that the company telephone exchange of prior art is realized schematic diagram;
Fig. 2 is the schematic diagram of a preferred embodiment of company telephone exchange of the present invention system;
Fig. 3 is the flow chart that the company telephone exchange system among Fig. 2 realizes company telephone exchange.
Embodiment
Below in conjunction with drawings and the specific embodiments to the detailed description of the invention.
Company telephone exchange provided by the present invention system comprises switched telephone network and call center, described switched telephone network stores the call center numbers in the company telephone exchange system, be used for and send to this call center from the call request at the call center of caller terminal, and will send to this call center from the enterprise staff end message of caller terminal, also will send to this enterprise staff terminal from the call request at the enterprise staff terminal of this call center;
Described call center stores described enterprise staff end message and corresponding enterprise staff termination number; Be used for after the described call request of receiving, send the enterprise staff end message by described switched telephone network prompting calling terminal from calling terminal; Also after receiving described enterprise staff end message, initiate calling at the pairing enterprise staff terminal of this information and continue calling terminal and enterprise staff communication between terminals link to switched telephone network.
Company telephone exchange provided by the invention system realizes that the method for company telephone exchange is: after the call request of calling terminal is received by the call center, send the enterprise staff end message by switched telephone network prompting calling terminal; And self searching the enterprise staff termination number of this information correspondence according to the information of receiving, again according to this number with the call proceeding of calling terminal to the enterprise staff terminal.
Referring to Fig. 2, Fig. 2 is the schematic diagram of a preferred embodiment of company telephone exchange of the present invention system.Wherein, the call center 200 that is positioned at network side comprises switch 203, Core server 204, Service Process Server 205, database server 206, e-mail server 207, exhalation server 208, management server 209 and the webserver 210.Usually be connected with each other by the Ethernet mode between above-mentioned each equipment.Switch 203 links to each other with calling terminal 201 and enterprise staff terminal 213 by switched telephone network 202, and the webserver 210 links to each other with office terminal 212 by internet (Internet) 211.
Calling terminal 201 promptly can be the user terminal that the enterprise staff as enterprise staff terminal 213 uses, and also can be and enterprise staff other user terminal that it doesn't matter.Calling terminal 201 and enterprise staff terminal 213 can be the portable terminals in the wireless network, also can be the landline telephones in the fixed-line telephone network.For portable terminal, the switched telephone network 202 that links to each other with this terminal is the mobile switching networks that comprise equipment such as base station, base station controller, mobile switching centre; For landline telephone, 202 of switched telephone networks that links to each other with this landline telephone are the such landline telephone switching network of PSTN normally.Normally interactive voice response of Service Process Server 205 (IVR) server.
When the user wished to communicate by letter with enterprise staff, the user can use calling terminal 201 and send call request in the mode of the general number of dialing this enterprise staff place enterprise.
Registration has at least one company telephone exchange number in the switch 203, and stores the corresponding relation between described company telephone exchange number and this number and the switch 203 in the switched telephone network 202.As seen, switched telephone network 202 need be routed to the switch 203 of call center 200 according to the described company telephone exchange number of self storing, so can think the call center numbers that the described company telephone exchange number of registration in the switch 203 is exactly call center 200, therefore also can think the call center numbers that the described company telephone exchange number of storage is exactly call center 200 in the switched telephone network 202.
After switched telephone network 202 receives call request from calling terminal 201, read the company telephone exchange number (being call center numbers) that this call request comprises, and this call request sent to switch 203 in the call center 200 corresponding with described company telephone exchange number, switch 203 then sends to Core server 204 with the call request of receiving.
After Core server 204 is received described call request; usually can select a minimum Service Process Server of work at present load; or in all Service Process Server that link to each other, choose a Service Process Server working properly wantonly, and give this Service Process Server with described call request route.Hypothesis Core server 204 is given Service Process Server 205 with described call request route now.
Preserve the corresponding relation between described company telephone exchange number and the business event option in the Service Process Server 205, and described business event option is stored in all in the database server 206.
When Service Process Server 205 is received described call request, from database server 206, obtain the business event option corresponding with this call request.Concrete operations are: Service Process Server 205 reads the company telephone exchange number that described call request comprises, and know which the business event option of this company telephone exchange number corresponding to storage in the database server 206 according to described corresponding relation, afterwards, Service Process Server 205 sends the data query order of the business event option that is used to obtain described company telephone exchange number correspondence to database server 206.After database server 206 was received this order, the business event option of the described company telephone exchange number correspondence that self is preserved sent to Service Process Server 205.
After Service Process Server 205 is received business event option from database server 206, send described business event option to calling terminal 201 by Core server 204, switch 203, switched telephone network 202; Certainly, Service Process Server 205 also can directly pass through switch 203, switched telephone network 202 sends described business event option to calling terminal 201.
Comprise in the described business event option and call out the enterprise staff option, Service Process Server 205 can comprise different content to the calling enterprise staff option that calling terminal 201 sends, as: Service Process Server 205 sends enterprise staff name and corresponding numbering thereof to calling terminal 201; Or Service Process Server 205 sends the extension number that the enterprise staff terminal is set in advance to calling terminal 201.Contents such as the described numbering that comprises in the above-mentioned calling enterprise staff option, extension number can be referred to as the enterprise staff end message.
, be to use why because the described call center among the present invention is used as company telephone exchange for the enterprise staff terminal sets in advance described extension number; Enterprises then is not provided with company telephone exchange, only is provided with one or more common described enterprise staff terminals.So for for the call center of company telephone exchange, described enterprise staff terminal just can be regarded as enterprise's extension set, therefore can set in advance extension number so that carry out subsequent operation for it; Described call center and described switched telephone network then can be generically and collectively referred to as the company telephone exchange system.
Have again, store enterprise staff end message that described calling enterprise staff option comprises and the corresponding relation between this enterprise staff termination number in the database server 206, and the fixed telephone number that this enterprise staff termination number can be an enterprise staff also can be the mobile terminal number of enterprise staff.Particularly, for the situation of Service Process Server 205 described enterprise staff names of transmission and reference numeral thereof, store the corresponding enterprise staff termination number of described numbering in the database server 206; Send the situation of the extension number that described enterprise staff terminal is set in advance for Service Process Server 205 to calling terminal 201, store the enterprise staff termination number of described extension number correspondence in the database server 206.
After calling terminal 201 is received described calling enterprise staff option, the enterprise staff end message that the user just can use calling terminal 201 to select described calling enterprise staff option to comprise, and this information sent to Service Process Server 205.Such as: after the user used calling terminal 201 to select the numbering of certain enterprise staff name correspondence, calling terminal 201 sent to Service Process Server 205 with this numbering; Or after the user used calling terminal 201 to select extension number that certain enterprise staff terminal is set in advance, calling terminal 201 sent to Service Process Server 205 with this extension number.
After Service Process Server 205 was received the such enterprise staff end message of the numbering of above-mentioned enterprise staff name correspondence or the extension number that the enterprise staff terminal is set in advance, Service Process Server 205 just obtained the enterprise staff termination number of this information correspondence from database server 206.
Described acquisition methods also has multiple, as: Service Process Server 205 sends to database server 206 with the numbering of the enterprise staff name correspondence that calling terminal 201 is selected, database server 206 self is being searched the corresponding enterprise staff termination number of this numbering, and this enterprise staff termination number is sent to Service Process Server 205; Or the extension number that Service Process Server 205 enterprise staff terminal that calling terminal 201 is selected is set in advance sends to database server 206, database server 206 self is being searched the enterprise staff termination number of this extension number correspondence, and this enterprise staff termination number is sent to Service Process Server 205.
In actual applications, may store a plurality of termination numbers of certain enterprise staff in the database server 206, as: the fixed telephone number of the fixed telephone number of enterprises, enterprise staff dwelling house and the mobile terminal number of enterprise staff etc.Like this, after described calling enterprise staff option was selected by calling terminal 201,205 operation logics that can set in advance according to self of Service Process Server obtained corresponding enterprise staff termination number from database server 206.
Such as: the user uses calling terminal 201 to select the numbering of certain enterprise staff name correspondence at weekend, and Service Process Server 205 self is provided with the operation logic of exhaling the enterprise staff Home Telephone weekend.So, when Service Process Server 205 obtains a plurality of termination numbers of the corresponding enterprise staff of described numbering from database server 206 after, just select the enterprise staff Home Telephone in a plurality of termination numbers and send to Core server 204.
The mode that Core server 204 makes a call to enterprise staff terminal 213 has multiple, as: Core server 204 sends call request to switch 203, comprises the number of enterprise staff terminal 213 in this call request.Switch 203 sends to this call request the switched telephone network 202 that links to each other with enterprise staff terminal 213 according to the number of the enterprise staff terminal 213 that comprises in the call request of receiving; The number of the enterprise staff terminal 213 that switched telephone network 202 comprises according to this call request sends to the enterprise staff terminal 213 corresponding with enterprise staff terminal 213 numbers with this call request.
The mode that switch 203 connects described communication link can have multiple, as: physical connection mode or logic connected mode.
When switch 203 is used described physical connection mode when self connects described communication link, switch 203 is with the communication interface that self links to each other with calling terminal 201 by switched telephone network 202, and exist direct physical to be connected with this communication interface and by the connection attribute between switched telephone network 202 and the communication interface that enterprise staff terminal 213 links to each other, be set to the connection state that can communicate with one another by the isolation that can't communicate with one another originally.When switch 203 is used described logic connected mode, switch 203 is in the communication interface that self links to each other with calling terminal 201 by switched telephone network 202, and do not exist direct physical to be connected with this communication interface and by between switched telephone network 202 and the communication interface that enterprise staff terminal 213 links to each other, set up virtual bridge (Virtual Bridge VB) or VLAN logical transport entities such as (VPL), between described communication interface, transmit data by this logical transport entity.
By the above as seen, because Core server 204 is when enterprise staff terminal 213 makes a call, also control continue communication link between calling terminal 201 and the enterprise staff terminal 213 of switch 203.So after enterprise staff terminal 213 was received described call request, enterprise staff just can be used enterprise staff terminal 213 and communicate by letter with calling terminal 201.
Afterwards, when user and enterprise staff were finished conversation and calling terminal 201 hung up, calling terminal 201 can send hang-up signal to switch 203, and switch 203 sends to Core server 204 with the hang-up signal of receiving again.After Core server 204 was received this hang-up signal, the operation logic that sets in advance according to self was to calling terminal 201 operation of taking out stitches, or carried out access operation once more.Certainly, if Core server 204 is initiated described call failure to enterprise staff terminal 213, as: enterprise staff terminal 213 is not answered, and Core server 204 also can be to calling terminal 201 operation of taking out stitches, or carries out access operation once more.
The communication link between switch 203 self and the calling terminal 201 is removed in the operation if 204 pairs of calling terminals 201 of Core server are taken out stitches, 204 of Core servers control switch 203.Concrete operations are: Core server 204 sends disconnect command to switch 203, and after switch 203 was received this order, the physical connection or the logic that are used for communicating with calling terminal 201 of removing in self foundation connected.
If 204 pairs of calling terminals of Core server 201 carry out access operation once more, 204 control of Core server Service Process Server 205 provides the business event option for calling terminal 201.Concrete operations are: Core server 204 sends to Service Process Server 205 provides the order of business event option, Service Process Server 205 to receive that this order back obtains the business event option from database server 206.
At this moment, Service Process Server 205 can be according to the logic setting of self, the identical or different business event option of business event option that provides and be initially calling terminal 201 to provide to calling terminal 201.
Among Fig. 2, it is to place user side can save the maintenance cost that the user puts into call center 200 greatly in order to carry out hardware maintenance to call center 200 by the service provider, to compare that call center 200 is placed network side; And call center 200 is placed network side, make when the terminal of enterprises or enterprise staff terminal because of telephone-moving need the number of changing the time, only need in call center 200, to be provided with the corresponding relation between the termination number after company telephone exchange number and the telephone-moving, can guarantee that the company telephone exchange number of registering on the switch 203 in the call center 200 remains unchanged, the user still can communicate by letter to the enterprise staff terminal and with enterprise staff by dialing the company telephone exchange number call, therefore user satisfaction and Enterprise Quality of Service are improved, and enterprise has also set up more firm getting in touch because of maintaining fixing company telephone exchange number with the user.
Certainly, call center 200 can be placed user side in the practical application, each device annexation and the function that is realized thereof do not change yet.
As seen, the acting as of switch 203 in the call center 200 of Fig. 2: be used for the call request from caller terminal 201 is sent to Core server 204, and support between follow-up calling terminal 201 and the Core server 204 communication interaction at the business event option; Also be used for according to the order that continues, at the communication link that self continues between calling terminal 201 and the enterprise staff terminal 213 from Core server 204.
In fact, Service Process Server 205 sends to the business event option of calling terminal 201, except calling out the enterprise staff option, can also comprise and listen to the company information option, listens to enterprise product and introduce a plurality of business options such as option.
If the user uses calling terminal 201 to select certain business event option, Service Process Server 205 will obtain the data content of this option correspondence, and send to calling terminal 201 according to the option of calling terminal 201 selections from database server 206.Such as: the user uses calling terminal 201 to select to listen to the company information option, and Service Process Server 205 just sends the corporation information query order that comprises the company telephone exchange number to database server 206; After database server 206 is received this order, self searching and the corresponding company information of described company telephone exchange number, and this information is sent to Service Process Server 205, the described information that Service Process Server 205 will be received sends to calling terminal 201.
Have again, Service Process Server 205 can listen to the company information option selected after, the operation logic that sets in advance according to self continues to send the business event option of next stage to calling terminal 201, is selected in these options by calling terminal 201.As: listen to department's employee information option, listen to department service information option etc.After the user used calling terminal 201 to select wherein certain business event option, Service Process Server 205 just obtained the data content of this option correspondence again from database server 206, and this data content is sent to calling terminal 201.
By the above as seen, Service Process Server 205 can be after calling terminal 201 have been selected certain business event option, and the business option that sends next stage to calling terminal 201 for you to choose again.This method of service is commonly referred to multistage navigation.
In the practical application, when call center 200 will be when calling terminal 201 or enterprise staff terminal 213 sends company informations, the operation logic that Core server 204 in the call center 200 can set in advance according to self, control exhalation server 208 makes a call to calling terminal 201 or enterprise staff terminal 213, can also control e-mail server 207 to calling terminal 201 or enterprise staff terminal 213 send Emails.Make a call to calling terminal 201 with control exhalation server 208 below, and control e-mail server 207 is that example describes to calling terminal 201 send Emails.
Can to make exhalation server 208 be company information to the described data content that calling terminal 201 sends by setting in advance; Also make exhalation server 208 comprise company information to the Email that calling terminal 201 sends.
Though call center 200 is positioned at network side, its hardware maintenance is undertaken by the service provider.But enterprise still will upgrade the company informations such as company information, business event option of storage in the call center 200 sometimes.At this moment, administrative staff's application management terminal 212 is linked into the webserver 210 in the call center 200 by Internet 211, and sends lastest imformations to the webserver 210.After the webserver 210 is received this lastest imformation, this lastest imformation is sent to database server 206, the prime information corresponding with this lastest imformation that database server 206 will be preserved is updated to this lastest imformation.
Above-mentioned configuration data update mode has multiple, as: administrative staff's application management terminal 212 sends update command by Internet 211 to call center 200, and this update command comprises: prime information, the lastest imformation of storage in the database server 206.The webserver 210 obtains the memory address of this prime information in the database server 206 and this memory address and described lastest imformation is sent to database server 206 after receiving this update command from the information of self preserving.After database server 206 is received described memory address and described lastest imformation, just cover the prime information of storing in this memory address with this lastest imformation.
Certainly, the webserver 210 also can directly send to database server 206 with the described update command of receiving.After database server 206 is received this update command, self searching the pairing memory address of the prime information that comprises in the update command, and covering the prime information of storing in this memory address with the described lastest imformation that comprises in the described update command.
As seen, call center 200 among Fig. 2 is except can be with the user call proceeding that receives to enterprise staff terminal 213, can also provide a large amount of company informations to the user by multistage navigation, can also make a call to calling terminal 201 or enterprise staff terminal 213 by Core server 204 control exhalation servers 208, and control e-mail servers 207 to functions such as calling terminal 201 or enterprise staff terminal 213 send Emails by Core server 204; And administrative staff can also application management terminal 212 send lastest imformation to call center 200, so that the company information of preserving in the call center 200 is upgraded.This makes gets in touch closelyr between enterprise and the user, has strengthened the propaganda strength of enterprise, can also further improve Enterprise Quality of Service with further raising user satisfaction, the group extends one's service.
Below all be the description of carrying out at the company telephone exchange system that is formed by switched telephone network 202 and call center 200, again the inventive method be described below.
Referring to Fig. 3, Fig. 3 is the flow chart that the company telephone exchange system among Fig. 2 realizes company telephone exchange, and this flow process may further comprise the steps:
Step 301: described switched telephone network will send to described call center from the call request of caller terminal.
Step 302: after described call request is received by the call center, send the enterprise staff end message by switched telephone network prompting calling terminal.Here said prompting mode is normally: the call center sends the calling enterprise staff option that comprises the enterprise staff end message by switched telephone network to calling terminal.
Step 303: calling terminal is selected the enterprise staff end message in the described calling enterprise staff option, and this information is sent to the call center by switched telephone network.
Step 304: after described information is received by the call center, self searching the enterprise staff termination number of this information correspondence, and make a call, and continue calling terminal and enterprise staff communication between terminals link by the enterprise staff terminal of switched telephone network to this number correspondence.
Certainly, if the call center initiates described call failure to the enterprise staff terminal, perhaps received the hang-up signal from calling terminal, the operation logic that the call center just sets in advance according to self is to the calling terminal operation of taking out stitches, or carries out access operation once more.
Have, in the step 302, what the call center sent to calling terminal can just not call out the enterprise staff option again, can also comprise listening to the company information option, listening to enterprise product and introduce a plurality of business event options such as option.Like this, calling terminal just can be selected certain option in these options, call center and then at data contents such as the company information of self searching this option correspondence, enterprise product introductions, and send to calling terminal; Perhaps the operation logic that sets in advance according to self of call center continues to send the business event option of next stage to calling terminal, is selected in described next stage business event option by calling terminal.
By the above as can be seen, the present invention can be with the user call proceeding that receives to the enterprise staff terminal, guarantee that the user under any circumstance can both in time communicate by letter with enterprise staff, further can also make a call or send Email etc. to the user by the call center; The company information of can the application management terminal call center being preserved upgrades, and makes to get in touch closelyr between enterprise and the user, has improved Enterprise Quality of Service and user satisfaction, and helps the group that extends one's service of enterprise.
Claims (14)
1, a kind of company telephone exchange system is characterized in that this system comprises switched telephone network and call center;
Described switched telephone network, store the call center numbers in the company telephone exchange system, be used for and send to this call center from the call request at the call center of caller terminal, and will send to this call center from the enterprise staff end message of caller terminal, also will send to this enterprise staff terminal from the call request at the enterprise staff terminal of this call center;
Described call center stores described enterprise staff end message and corresponding enterprise staff termination number; Be used for after the described call request of receiving, send the enterprise staff end message by described switched telephone network prompting calling terminal from calling terminal; Also after receiving described enterprise staff end message, initiate calling at the pairing enterprise staff terminal of this information and continue calling terminal and enterprise staff communication between terminals link to switched telephone network.
2, company telephone exchange as claimed in claim 1 system, it is characterized in that: described switched telephone network is: mobile switching network; Or landline telephone switching network; Or mobile switching network combines with the landline telephone switching network;
Described calling terminal is: portable terminal or landline telephone;
Described enterprise staff terminal is: portable terminal or landline telephone.
3, company telephone exchange as claimed in claim 1 system is characterized in that described call center comprises: the switch, Core server, Service Process Server and the database server that link to each other by the Ethernet mode; Wherein,
Switch is used for the calling terminal call request from switched telephone network is sent to Core server; Also be used under the control of Core server, at calling terminal and the enterprise staff communication between terminals link of self continuing;
Core server, the described call request that is used for receiving sends to Service Process Server; Also be used for making a call to described switched telephone network, and the control switch is with calling terminal and the enterprise staff communication between terminals link of continuing according to enterprise staff termination number from Service Process Server;
Service Process Server, be used for sending the enterprise staff end message according to the described call request prompting calling terminal of receiving, and after receiving described enterprise staff end message, from database server, obtain the enterprise staff termination number of this information correspondence and send to Core server;
Database server is used to store the company information that comprises enterprise staff end message and corresponding enterprise staff termination number.
4, company telephone exchange as claimed in claim 3 system, it is characterized in that: described service server is the interactive voice response server.
5, as claim 3 or 4 described company telephone exchange systems, it is characterized in that: this system also comprises the office terminal; Described call center also comprises the webserver, exhalation server, e-mail server;
Described office terminal is used to be linked into the webserver, and sends lastest imformation to the webserver; The described webserver is used for the lastest imformation from described office terminal is sent to database server, upgrades at self with the lastest imformation of being received by database server application;
When described call center will be when described calling terminal or enterprise staff terminal send company information, described exhalation server is used for making a call to calling terminal or enterprise staff terminal under the control of described Core server;
When described call center will be when described calling terminal or enterprise staff terminal send company information, described e-mail server is used under the control of described Core server to calling terminal or enterprise staff terminal send Email.
6, a kind of company telephone exchange system realizes the method for company telephone exchange, it is characterized in that, store the call center numbers in the company telephone exchange system in the switched telephone network, store described enterprise staff end message and corresponding enterprise staff termination number in this call center, the process that the calling terminal of this method is called out the enterprise staff terminal may further comprise the steps:
A. switched telephone network will send to the call center from the call request of caller terminal, and the call center sends the enterprise staff end message by this switched telephone network prompting calling terminal, and calling terminal sends the enterprise staff end message according to prompting to switched telephone network;
B. switched telephone network sends to the call center with the enterprise staff end message of receiving, the enterprise staff termination number of this information correspondence self is being searched by the call center, make a call to this enterprise staff terminal by switched telephone network according to this number, and continue calling terminal and enterprise staff communication between terminals link.
7, method as claimed in claim 6 is characterized in that:
Among the step a,
Switched telephone network with the method that described call request sends to the call center is: after switched telephone network is received call request from calling terminal, read the call center numbers that this call request comprises, and this call request sent to switch in the call center corresponding with this call center numbers, this switch sends to Service Process Server in the call center with this call request;
The method of call center prompts calling terminal is: after described Service Process Server receives described call request from switch, obtain the calling enterprise staff option corresponding in the database server from the call center, and send to calling terminal by described switched telephone network with this call request;
Calling terminal to the method that switched telephone network sends described enterprise staff end message is: after calling terminal is received described calling enterprise staff option, select the enterprise staff end message in this option, and this enterprise staff end message is sent to described switched telephone network;
Among the step b,
The method that described enterprise staff termination number is searched by the call center is: the switch in the call center will send to described Service Process Server from the enterprise staff end message of described switched telephone network, Service Process Server obtains the enterprise staff termination number of this information correspondence from database server, and this number is sent to Core server in the call center;
The call center to the method that described enterprise staff terminal makes a call is: described Core server makes a call by the enterprise staff terminal of described switched telephone network to this number correspondence according to the described enterprise staff termination number from Service Process Server;
The continue method of described communication link of call center is: described Core server is controlled described switch continue calling terminal and enterprise staff communication between terminals link.
8, method as claimed in claim 7 is characterized in that, among the step a, the method that Service Process Server obtains described calling enterprise staff option comprises:
Service Process Server reads the call center numbers that described call request comprises, and sends the data query order to database server; After database server is received this order, the calling enterprise staff option of self preserving corresponding with described call center numbers sent to Service Process Server.
9, method as claimed in claim 7 is characterized in that, among the step b, the method that Service Process Server obtains described enterprise staff termination number comprises:
Service Process Server will send to database server from the enterprise staff end message of caller terminal, database server self is being searched the enterprise staff termination number of this information correspondence, and this enterprise staff termination number is sent to Service Process Server.
10, method as claimed in claim 7 is characterized in that, among the step b, the method that Core server is initiated described calling to the enterprise staff terminal comprises:
The switch of Core server in the call center sends the call request that comprises described enterprise staff termination number; This switch sends to the described switched telephone network corresponding with this number according to the enterprise staff termination number that the call request of receiving comprises with this call request; This switched telephone network sends to the enterprise staff terminal corresponding with this number according to the described number that comprises in this call request with this call request.
11, method as claimed in claim 7 is characterized in that, among the step b, the continue method of described communication link of Core server control switch comprises:
Core server sends the order that continues to described switch; After this switch is received the order that continues, calling terminal is connected with enterprise staff communication between terminals link at self.
12, method as claimed in claim 6 is characterized in that, among the step a, when described call request was received by described call center, this method further comprised:
The call center provides the business event option by described switched telephone network to calling terminal, and the business event option of selecting according to calling terminal provides respective service to calling terminal; Or send next stage business event option to calling terminal according to the business event option that calling terminal is selected.
13, method as claimed in claim 6 is characterized in that, among the step b, if the call center is to the failure that makes a call of described enterprise staff terminal; Or after calling terminal and enterprise staff communication between terminals link continued, the hang-up signal from the enterprise staff terminal was received by the call center, and this method further comprises:
The call center is at the communication link of self removing between self and the calling terminal; Or continue as calling terminal business service is provided.
14, method as claimed in claim 6, it is characterized in that, this method further comprises, to be used for described call center is carried out the office terminal of maintenance of information by this call center of network insertion, send lastest imformation by this office terminal to this call center, this call center carries out information updating according to the lastest imformation of receiving at self;
When described call center will be when described calling terminal or enterprise staff terminal send company information, this call center makes a call to described calling terminal or described enterprise staff terminal by described switched telephone network;
When described call center will be when described calling terminal or enterprise staff terminal send company information, described call center is to described calling terminal or described enterprise staff terminal send Email.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200510064306A CN100581193C (en) | 2005-04-13 | 2005-04-13 | Enterprise switchboard system and method for realing enterprise switchboard thereof |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200510064306A CN100581193C (en) | 2005-04-13 | 2005-04-13 | Enterprise switchboard system and method for realing enterprise switchboard thereof |
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| Publication Number | Publication Date |
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| CN1848877A true CN1848877A (en) | 2006-10-18 |
| CN100581193C CN100581193C (en) | 2010-01-13 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN200510064306A Expired - Fee Related CN100581193C (en) | 2005-04-13 | 2005-04-13 | Enterprise switchboard system and method for realing enterprise switchboard thereof |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2010145440A1 (en) * | 2009-06-17 | 2010-12-23 | 中兴通讯股份有限公司 | Enterprise call center system, implementation method thereof and mobile communication terminal used in system |
| CN101222372B (en) * | 2008-01-22 | 2011-06-22 | 中兴通讯股份有限公司 | Method and system for console management adopting network |
| CN104125272A (en) * | 2014-07-04 | 2014-10-29 | 北京思特奇信息技术股份有限公司 | System and method for achieving enterprise switchboard based on cloud computing |
| CN104902103A (en) * | 2015-04-03 | 2015-09-09 | 陕西天隆泰信息技术有限公司 | Group telephone system accessed with mobile terminals and communication method thereof |
| CN109151224A (en) * | 2018-09-12 | 2019-01-04 | 南昌理工学院 | Extension dials control method, device, system and readable storage medium storing program for executing |
-
2005
- 2005-04-13 CN CN200510064306A patent/CN100581193C/en not_active Expired - Fee Related
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101222372B (en) * | 2008-01-22 | 2011-06-22 | 中兴通讯股份有限公司 | Method and system for console management adopting network |
| WO2010145440A1 (en) * | 2009-06-17 | 2010-12-23 | 中兴通讯股份有限公司 | Enterprise call center system, implementation method thereof and mobile communication terminal used in system |
| CN104125272A (en) * | 2014-07-04 | 2014-10-29 | 北京思特奇信息技术股份有限公司 | System and method for achieving enterprise switchboard based on cloud computing |
| CN104125272B (en) * | 2014-07-04 | 2017-10-27 | 北京思特奇信息技术股份有限公司 | A kind of system and method that company telephone exchange is realized based on cloud computing |
| CN104902103A (en) * | 2015-04-03 | 2015-09-09 | 陕西天隆泰信息技术有限公司 | Group telephone system accessed with mobile terminals and communication method thereof |
| CN109151224A (en) * | 2018-09-12 | 2019-01-04 | 南昌理工学院 | Extension dials control method, device, system and readable storage medium storing program for executing |
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| Publication number | Publication date |
|---|---|
| CN100581193C (en) | 2010-01-13 |
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