CN208369682U - voice response system - Google Patents
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- CN208369682U CN208369682U CN201821125815.2U CN201821125815U CN208369682U CN 208369682 U CN208369682 U CN 208369682U CN 201821125815 U CN201821125815 U CN 201821125815U CN 208369682 U CN208369682 U CN 208369682U
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Abstract
The utility model embodiment discloses a kind of voice response system.The system comprises: at least one front end automatic-answering back device terminal, the operator attendance switching device being connected at least one described front end automatic-answering back device terminal, and at least one operator attendance answering device being connected with the operator attendance switching device, wherein: the front end automatic-answering back device terminal, embedded voice answer-back service routine, for carrying out response to the acoustic information of user using the voice answer-back service routine；The operator attendance switching device establishes the call connection between the user and the operator attendance for the instruction according to the front end automatic-answering back device terminal；The operator attendance answering device, for manually carrying out response to received acoustic information.The utility model embodiment can reduce the hardware implementation cost of voice response system, while reduce the difficulty and modification cost of service content modification, meet ever-increasing personalized, facilitation the demand for services of user.
Description
Technical field
The utility model embodiment is related to voice answer-back technology more particularly to a kind of voice response system.
Background technique
In today that product and price are increasingly convergent, the height of service quality, the diversification of service and differentiation have seemed
It is particularly important.Enterprise is in order to fight for customer resources, it is necessary to accurately hold the demand for services of consumer, and be made with most fast speed
Response, by being serviced using being improved based on the call center for calculating central telephone interaction technique by informationization technology.
The previous complete call center of mesh, generally by call automatically distribution (Automatic Call Distribute,
ACD), computer telephone integration (Computer Telephone Integration, CTI) system, interactive voice answering
(Interactive Voice Response, IVR), transaction processing system, Database Systems and the composition such as attend a banquet.User's calling
It is lined up first in ACD interchanger, when calling is accepted, calling interacts CTI system by CTI system and IVR system
System is the control centre of call center, IVR system to the information of response and the transmission of user instruction will by CTI system with
ACD interchanger, Database Systems interact.CTI system monitors the state of attending a banquet simultaneously, turns idle shape of attending a banquet when user issues
State issues busy prompt or turns manual service.
Wherein, IVR system is a kind of powerful phone automatic service system, and user can be by dialing specified number
Code obtains information needed or participates in interactive service.Family can be used by using IVR can obtain for 24 hours one day at any time
It to information service, improves service quality, while coordinates user can be operated while providing service for a large number of users, moreover,
This automation services can save human cost, mitigate procuratorial burden of attending a banquet.
But traditional IVR system depends on special hardware and software realization matched with special hardware, and
It needs the growing demand for services of user to be just able to satisfy, although realizing product by the mode for being directed to user's customized development
Change, but because of " dedicated " and " customization ", cost can not be reduced, and the implementation cycle is long.Meanwhile modification difficulty is high, meanwhile, tradition
IVR system provides service by private server, and there are multiplying questions by the CPU of the server, and it is insufficient hidden that there are load capacity
Suffer from, moreover, the difficulty of maintenance and modification is high to the more demanding of maintenance personnel, causes cost high.
Utility model content
The utility model embodiment provides a kind of voice response system, can reduce the hardware realization of voice response system
Cost, while reducing the difficulty and modification cost of service content modification, it is ever-increasing personalized, facilitation to meet user
Demand for services.
In a first aspect, the utility model embodiment provides a kind of voice response system, comprising:
At least one front end automatic-answering back device terminal, the operator attendance being connected at least one described front end automatic-answering back device terminal
Switching device, and at least one the operator attendance answering device being connected with the operator attendance switching device, in which:
The front end automatic-answering back device terminal embeds voice answer-back service routine, for servicing journey using the voice answer-back
The acoustic information of ordered pair user carries out response；According to manual request is turned, indicate that the operator attendance switching device establishes the use
Call connection between family and the operator attendance answering device；
The operator attendance switching device establishes the user for the instruction according to the front end automatic-answering back device terminal
Call between the operator attendance is connect；
The operator attendance answering device, for manually carrying out response to received acoustic information.
Further, the operator attendance switching device includes: the application being built in the front end automatic-answering back device terminal
Client or plug-in unit.
Further, the operator attendance switching device includes: connected networking telephone interconnecting module and program controlled telephone
Interchanger, the networking telephone interconnecting module are connected with front end automatic-answering back device terminal described at least one, and the program controlled telephone is handed over
It changes planes and is connected with operator attendance answering device described at least one；
The front end automatic-answering back device terminal is also used to, and is turned manual request according to described, is generated the use based on Internet protocol IP
Family calling is sent to the voice-over-net interconnecting module；
The voice-over-net interconnecting module is used for user's call diversion to the SPC telephone exchange；
The SPC telephone exchange, for filling received user's call diversion to the operator attendance response
It sets.
Further, the front end automatic-answering back device terminal includes intelligent terminal.
Further, the voice response system further include: incoming call switching apparatus and with the incoming call switching apparatus phase
At least one automatic answering device even, in which:
The incoming call switching apparatus, for by the calls transfer of user to the automatic answering device；
The automatic answering device, the function device including embedding voice answer-back service routine, for using the voice
Answer service program carries out response to the incoming call；
Wherein, the incoming call switching apparatus is connected at least one described operator attendance answering device, is further used for:
By the calls transfer of user to the automatic answering device or the operator attendance answering device.
Further, the voice response system further include: at least one user terminal；
The user terminal is connected with the incoming call switching apparatus, for by the incoming call switching apparatus and it is described from
Dynamic answering device or the operator attendance answering device establish call connection.
Further, the user terminal includes；Intelligent terminal or universal telephone machine.
Further, the incoming call switching apparatus includes: the software Switching Module of embedded software exchanger, the function
Equipment includes: Virtual Intelligent terminal；The Virtual Intelligent terminal is embedded in the software Switching Module；Alternatively,
The Virtual Intelligent terminal is embedded in setting general-purpose server, and the generic server is exchanged with the software
Module is connected by cable.
Further, the incoming call switching apparatus includes: the software Switching Module of embedded software exchanger, the function
Equipment includes: intelligent terminal；The voice response system further include: radio receiving transmitting module；
The radio receiving transmitting module is connected with the software Switching Module and at least one described intelligent terminal respectively,
Wireless communication connection for establishing between the software Switching Module and the intelligent terminal.
Further, the radio receiving transmitting module includes at least one of following: Wi-Fi module, 4G LTE module, infrared mould
Block and bluetooth module.
The utility model embodiment is realized interactive by the front end automatic-answering back device terminal of built-in voice answer-back service routine
Voice answer-back service, while by the switching management of operator attendance switching device realization manual service, to replace interactive voice
The special equipment and special-purpose software of answer service, solve in the prior art must by special hardware and with it is dedicated hard
The software of part coordinative composition of equipments greatly reduces come the problem of realizing incoming call answering, and while the business demand for meeting user
The cost of implementation of interactive voice response service, while the maintenance difficulties and modification difficulty of voice answer-back service routine are reduced,
Specific aim is generally initiated to improve come electrically operated function device according to user, conducive to the popularization of voice answer-back product.
Detailed description of the invention
Fig. 1 is a kind of structural schematic diagram for voice response system that the utility model embodiment one provides；
Fig. 2 is a kind of structural schematic diagram for voice response system that the utility model embodiment two provides；
Fig. 3 is a kind of structural schematic diagram for voice response system that the utility model embodiment three provides；
Fig. 4 is a kind of structural schematic diagram for voice response system that the utility model embodiment four provides.
Specific embodiment
The utility model is described in further detail with reference to the accompanying drawings and examples.It is understood that herein
Described specific embodiment is used only for explaining the utility model, rather than the restriction to the utility model.It further needs exist for
It is bright, part relevant to the utility model is illustrated only for ease of description, in attached drawing rather than entire infrastructure.
Embodiment one
Fig. 1 is a kind of structural schematic diagram for voice response system that the utility model embodiment one provides, and the present embodiment can
Calling voice response suitable for being issued by intelligent terminal needs to transfer the situation of manual service.As shown in Figure 1, voice answer-back system
System specifically includes:
At least one front end automatic-answering back device terminal 110, the artificial seat being connected at least one front end automatic-answering back device terminal 110
Seat switching device 120, and at least one the operator attendance answering device 130 being connected with operator attendance switching device 120,
In: front end automatic-answering back device terminal 110 embeds voice answer-back service routine, for using voice answer-back service routine to user's
Acoustic information carries out response；According to manual request is turned, instruction operator attendance switching device 120 establishes user and operator attendance response
Call connection between device 130.
In the present embodiment, front end automatic-answering back device terminal 110 can refer to being set to for embedded voice answer-back service routine
The function device of user terminal can specifically refer to intelligent terminal, such as mobile phone, tablet computer etc..Due to the intelligence such as current mobile phone
Terminal has become user and is used to initiate to carry out electrically operated capital equipment, thus, it, can be by embedding language for this kind of function device
The mode of sound answer service program, fast implements automatic voice responding service.
Wherein, voice answer-back service routine can refer to according to the input of the voice of user of incoming call or button operation, obtain language
Message ceases, and the Self-Service program of voice feedback is automatically generated according to the voice messaging.It is prerecorded for example, providing a user
The voice catalogue with guide function, according to client select (passing through telephone keypad or voice) complete the inquiry of corresponding information and
Order executes, it is also assumed that being key or voice control by user for providing the program of Self-Service.
More specifically, voice answer-back service routine can refer to acoustic control operation application program (Application, APP), lead to
Crossing the acoustic control operation application program may be implemented the functions such as speech recognition, speech production.Or the acoustic control operation application program will
User speech operation information is sent in corresponding server, is realized by the server and is fed back to the acoustic control operation application journey
Sequence.It can choose and user speech operation information is identified by speech recognition technology by server, while depositing on that server
The corresponding relationship between user speech operation information and operational order is contained, server is according to determining pair of user speech operation information
The operational order answered executes the operational order by acoustic control operation application program and provides respective service for client.Wherein, the server
It can be generic server, it is only necessary to built-in speech recognition system and be stored with user speech operation information on that server
The database of corresponding relationship between operational order, cost are much smaller than the cost of IVR private server.Meanwhile it is logical
It crosses acoustic control operation application program and voice answer-back service is provided, do not need to carry out other each equipment additional change and individually open
Hair, is conveniently realized in a manner of insertion and carries out response to an incoming call, the development cycle is short and easy to maintain.
Voice answer-back service routine can also obtain user's operation information involved in incoming call, including user speech operation letter
Breath and user key-press information, user key-press information can be obtained by the corresponding relationship of key and operational order；User speech
The content of text of operation information can be turned by voice text speech recognition technology realize, in order to improve automatic answering device into
The efficiency of row voice operating avoids the calculating and storage resource that occupy automatic answering device, can be on the server for being located at cloud
Complete the process that the user speech operation information is converted into content of text.
In a specific example, user needs to inquire telephone expenses, can be answered by the voice of input inquiry telephone expenses, voice
Answering service routine can go out inquire the operational order of telephone expenses according to the speech recognition, obtain the number of user and the correlation of telephone expenses
Information, generates voice or short message feeds back to user.
The voice of user is identified by front end automatic-answering back device terminal 110, when determining the corresponding voice of acoustic information
Operational order is to turn manual request, issues operator attendance response instruction to operator attendance switching device 120, is transferred by operator attendance
Device 120 establish user and attend a banquet between call connection.
Operator attendance switching device 120 establishes user and artificial for the instruction according to front end automatic-answering back device terminal 110
Call connection between attending a banquet.
Specifically, operator attendance switching device 120 can refer to the artificial seat for distributing operator attendance for user of incoming call
Seat management system specifically can be set in an autonomous device (a such as generic server)；Or front end can be built in
Applications client or plug-in unit in automatic-answering back device terminal 110 are realized distribute management to operator attendance in a software form.
Wherein, operator attendance switching device 120 can select the switching direction of speech channel according to incoming information, when determining user
When needing manual service, road if incoming call is transferred on operator attendance answering device 130, specifically, operator attendance switching dress
The voice prompting of voice forwarding service can be provided for user by setting 120, receive key information or the voice messaging selection of user
Manual service, thus there is each customer service of corresponding responsibility or technical ability to represent for distribution according to need.
Since front end automatic-answering back device terminal 110 can carry out voice transfer by network, optionally, operator attendance switching dress
Setting 120 may include: connected networking telephone interconnecting module and SPC telephone exchange, networking telephone interconnecting module at least
One front end automatic-answering back device terminal 110 is connected, and SPC telephone exchange is connected at least one operator attendance answering device 130；
Front end automatic-answering back device terminal is also used to, and according to manual request is turned, is generated user's calling based on Internet protocol IP and is sent to network
Voice forwarding module；Voice-over-net interconnecting module is used for user's call diversion to SPC telephone exchange；Program controlled telephone exchange
Machine is used for received user's call diversion to operator attendance answering device.
Specifically, SPC telephone exchange can refer to stored program control exchange, it is exclusively used in the friendship of switched telephone network
Exchange device, may include speech path equipment and control equipment, and speech path equipment mainly includes that (such as subscriber line interface is in for each interface circuit
After interface circuit etc.) and exchange (or connecting) network；Control equipment can refer to computer equipment, including central processing unit,
Memory and input-output apparatus, for managing phone operation by preset software program.Optionally, program controlled telephone exchanges
Machine may include simulation SPC telephone exchange and data SPC telephone exchange, wherein simulation SPC telephone exchange sum number
Difference according to SPC telephone exchange is mainly exchanged form difference, and the exchanged form of data SPC telephone exchange is time-division friendship
It changes and (such as exchange network two end subscribers to be connected not in same time slot, a wherein end subscriber is corresponded to the information of time slot reading
Be written in the corresponding time slot of other side user), the exchanged form for simulating SPC telephone exchange is that space switching (is such as exchanging
The line that enters in the process is outlet to be selected by the position in space, and establish connecting).That is, data program controlled telephone is handed over
Changing planes is clog-free exchanged form, and simulation SPC telephone exchange then has the limitation of call cord circuit, specifically can be according to reality
It is selected.
The incoming call that automatic-answering back device terminal in front end is sent can be assigned to by the way that a SPC telephone exchange is arranged in this way
Corresponding operator attendance answering device.
Meanwhile front end automatic-answering back device terminal 110 can only be connect by latticed form with SPC telephone exchange, be needed as a result,
User of incoming call is converted into the calling of the user based on Internet protocol IP to be just able to achieve and in a network transmit user of incoming call.
A networking telephone interconnecting module is correspondingly arranged in operator attendance switching device 120 simultaneously, by the use based on Internet protocol IP
Family calling is sent to SPC telephone exchange, then by SPC telephone exchange by user's call diversion to corresponding operator attendance
Answering device.The incoming call of front end automatic-answering back device terminal 110 is sent to SPC telephone exchange by voice-over-net interconnecting module, from
And realize the connection relationship for establishing front end automatic-answering back device terminal 110 Yu SPC telephone exchange.Meanwhile based on Internet protocol IP's
The relevant information of user's calling, which can correspond to, to be sent in the corresponding computer equipment of operator attendance answering device, root of conveniently attending a banquet
Service is provided according to relevant information for user.
It is called by generating the user based on Internet protocol IP according to manual request, and is correspondingly arranged voice-over-net switching model
Block makes user's calling realize transmission, while the relevant information of available user calling in a network, improves the function of attending a banquet,
High-effective Service is provided simultaneously for user.
Operator attendance answering device 130, for manually carrying out response to received acoustic information.
It specifically, operator attendance answering device 130 can refer to the telephone set of attending a banquet attended a banquet and used, or further include attending a banquet
The computer equipment used.By 130 user of operator attendance answering device one-to-one talk, the person of attending a banquet will be carried out with the person of attending a banquet
It answers the consulting of user or inputs the information of client.In addition, the result of inquiry can also be used automatic information broadcast by the person of attending a banquet
To user.By operator attendance answering device 130, manual service is provided for user, can satisfy the individual demand of user, together
When can preferably distribute resource of attending a banquet.
The utility model embodiment is realized interactive by the front end automatic-answering back device terminal of built-in voice answer-back service routine
Voice answer-back service, while by the switching management of operator attendance switching device realization manual service, to replace interactive voice
The special equipment and special-purpose software of answer service, solve in the prior art must by special hardware and with it is dedicated hard
The software of part coordinative composition of equipments greatly reduces come the problem of realizing incoming call answering, and while the business demand for meeting user
The cost of implementation of interactive voice response service, while the maintenance difficulties and modification difficulty of voice answer-back service routine are reduced,
Specific aim is generally initiated to improve come electrically operated function device according to user, conducive to the popularization of voice answer-back product.
Embodiment two
Fig. 2 is the structural schematic diagram of a kind of voice response system that the utility model embodiment two provides, the present embodiment with
It optimizes based on above-described embodiment, can not be embedded specifically, increasing be directed in voice response system in the present embodiment
The equipment of voice answer-back service routine carries out the situation of voice answer-back operation.As shown in Fig. 2, voice response system specifically includes:
At least one front end automatic-answering back device terminal 210, the artificial seat being connected at least one front end automatic-answering back device terminal 210
Seat switching device 220, at least one the operator attendance answering device 230 being connected with operator attendance switching device 220, calls transfer
Device and at least one automatic answering device being connected with the incoming call switching apparatus,
Wherein: front end automatic-answering back device terminal 210 embeds voice answer-back service routine, for servicing journey using voice answer-back
The acoustic information of ordered pair user carries out response；According to manual request is turned, instruction operator attendance switching device 220 establishes user and people
Call connection between work area seat answering device 230；
The operator attendance switching device 220 establishes the use for the instruction according to the front end automatic-answering back device terminal
Call connection between family and the operator attendance；
The operator attendance answering device 230, for manually carrying out response to received acoustic information；
The incoming call switching apparatus 240, for by the calls transfer of user to the automatic answering device；
The automatic answering device 250, the function device including embedding voice answer-back service routine, for using institute's predicate
Sound answer service program carries out response to the incoming call；
Wherein, the incoming call switching apparatus 240 is connected, further at least one described operator attendance answering device 230
For: by the calls transfer of user to the automatic answering device 250 or the operator attendance answering device 230.
Specifically, the meaning of each component is referred to the description of above-described embodiment.
In the present embodiment, incoming call switching apparatus 240 can refer to that the hardware device with traffic function of exchange is (such as program-controlled
Telephone exchange) or using software mode realize traffic function of exchange software module, wherein software module can integrate one
On a autonomous device (such as server).
Specifically, incoming call switching apparatus 240 can be used for carrying out switching management to incoming call.Typically, when the incoming call of outside line
When incoming call, incoming call switching apparatus 240 can choose any one automatic answering device 250 and carry out response, Huo Zheke to the incoming call
Response is carried out to the incoming call with a specified specific automatic answering device 250.For example, can according to incoming number, incoming call when
Between section, calling area, memory switching, the distribution of the progress transfer service such as weight (VIP client), provide personalized clothes for client
Business.Wherein, the incoming call of user can be the incoming call that user is initiated by intelligent terminal or fixed telephone.
Automatic answering device 250, the function device including embedding voice answer-back service routine, for being taken using voice answer-back
Business program carries out response to incoming call.
In the present embodiment, voice answer-back service routine is specifically referred to the service journey of the voice answer-back in previous embodiment
The description of sequence.Wherein, the function device for embedding voice answer-back service routine is to refer to install and run above-mentioned voice answer-back clothes
The equipment for program of being engaged in, the function device are not limited to entity device, or virtual machine, specifically, the function device
It can be the intelligent terminals such as mobile terminal, desktop computer or notebook, be also possible to be configured in setting computer memory space
Virtual Intelligent terminal (virtual machine), the present embodiment is to this and is not limited.
Automatic answering device 250 can only include the function device of above-mentioned embedded voice answer-back service routine, can also wrap
Include the other equipment established and communicated to connect between the function device and incoming call switching apparatus 240, those skilled in the art can be with
According to the function device actually selected, the selection of adaptability and the matched other equipment of the function device, here and without limit
System.
The utility model embodiment realizes interactive voice answering service by front end automatic-answering back device terminal, and passes through software
It is mutual that Switching Module does not embed the realization of the case where intelligent terminal of voice answer-back service routine for user using fixed telephone or
Dynamic formula voice answer-back service improves so that specific aim is connected according to the various forms of calls of equipment correspondence establishment that user uses
The flexibility of voice answer-back, and each case realizes voice answer-back in a software form, reduces interactive voice response service
Cost of implementation.
On the basis of the above embodiments, optionally, voice response system further include: at least one user terminal；User
Terminal is connected with incoming call switching apparatus 240, for passing through incoming call switching apparatus 240 and automatic answering device 250 or artificial seat
Seat answering device establishes call connection.
Specifically, user terminal can refer to that user issues electrically operated intelligent terminal (for example, mobile phone, tablet computer
Deng) or telephone set (as long as the telephone set has the function of to make a phone call).Wherein, intelligent terminal here is primarily referred to as not having
There is an intelligent terminal of embedded voice answer-back service routine, user initiates to be filled by calls transfer come electrically operated by the user terminal
It sets and speech channel switching is carried out according to the operation information of user's input, operation information may include voice messaging and key information.
Embodiment three
Fig. 3 is the structural schematic diagram of a kind of voice response system that the utility model embodiment three provides, the present embodiment with
It is embodied based on above-described embodiment, in the present embodiment, incoming call switching apparatus is embodied as embedded software exchange journey
The software Switching Module of sequence；Function device is embodied as Virtual Intelligent terminal；Virtual Intelligent terminal is embedded in software Switching Module
In；Alternatively, Virtual Intelligent terminal is embedded in setting general-purpose server, and generic server and software Switching Module pass through cable
It is connected.
As shown in figure 3, voice response system specifically includes:
At least one front end automatic-answering back device terminal 310, the artificial seat being connected at least one front end automatic-answering back device terminal 310
Seat switching device 320, at least one the operator attendance answering device 330 being connected with operator attendance switching device 320, embedded software
The software Switching Module 340 and Virtual Intelligent terminal 350 of exchanger,
Wherein: front end automatic-answering back device terminal 310 embeds voice answer-back service routine, for servicing journey using voice answer-back
The acoustic information of ordered pair user carries out response；According to manual request is turned, instruction operator attendance switching device 220 establishes user and people
Call connection between work area seat answering device 330；
The operator attendance switching device 320 establishes the use for the instruction according to the front end automatic-answering back device terminal
Call connection between family and the operator attendance；
The operator attendance answering device 330, for manually carrying out response to received acoustic information；
The software Switching Module 340, for by the calls transfer of user to the Virtual Intelligent terminal 350；
The Virtual Intelligent terminal 350, for carrying out response to the incoming call；
Wherein, the software Switching Module 340 is connected, further at least one described operator attendance answering device 330
For: by the calls transfer of user to the Virtual Intelligent terminal 350 or the operator attendance answering device 330, the void
Quasi- intelligent terminal 350 is embedded in the software Switching Module；Alternatively, the Virtual Intelligent terminal 350 is embedded in setting general-purpose
In server, and the generic server is connected with the software Switching Module by cable.
In the present embodiment, embedded software exchanger on software Switching Module 340, to replace SPC telephone exchange
Realize telephone exchange function.And Virtual Intelligent terminal 350 can refer to have and complete mobile terminal function by what software was simulated
Can, operate in computer system in a completely isolated environment, can specifically be realized by virtual machine.For a large amount of incoming calls
Business, needs to be correspondingly arranged multiple Virtual Intelligent terminals 350, and each Virtual Intelligent terminal 350 can be set in a setting general-purpose
On server, which manages each Virtual Intelligent terminal 350, while can pass through cable and software Switching Module 340
It interacts, is handled so that incoming information is assigned in corresponding Virtual Intelligent terminal 350, and be Virtual Intelligent terminal
350 distribution resources, make it carry out response operation according to incoming information.
Specifically, the meaning of each component is referred to the description of above-described embodiment.
The utility model embodiment can realize voice answer-back service by Softswitch technology, can give full play to communication network
The effect of network, and the use of special equipment is reduced, thus greatly reduce the cost of voice answer-back service.
Example IV
Fig. 4 is the structural schematic diagram of a kind of voice response system that the utility model embodiment four provides, the present embodiment with
It is embodied based on above-described embodiment, in the present embodiment, incoming call switching apparatus is embodied as embedded software exchange journey
The software Switching Module of sequence；Function device is embodied as intelligent terminal；Voice response system further include: radio receiving transmitting module；Nothing
Line transceiver module is connected with software Switching Module and at least one intelligent terminal respectively, for establish software Switching Module with
Wireless communication connection between intelligent terminal.
As shown in figure 4, voice response system specifically includes:
At least one front end automatic-answering back device terminal 410, the artificial seat being connected at least one front end automatic-answering back device terminal 410
Seat switching device 420, at least one the operator attendance answering device 430 being connected with operator attendance switching device 420, embedded software
The software Switching Module 440 of exchanger, intelligent terminal 450 and radio receiving transmitting module 460；
Wherein: front end automatic-answering back device terminal 410 embeds voice answer-back service routine, for servicing journey using voice answer-back
The acoustic information of ordered pair user carries out response；According to manual request is turned, instruction operator attendance switching device 220 establishes user and people
Call connection between work area seat answering device 430；
The operator attendance switching device 420 establishes the use for the instruction according to the front end automatic-answering back device terminal
Call connection between family and the operator attendance；
The operator attendance answering device 430, for manually carrying out response to received acoustic information；
The software Switching Module 440, for by the calls transfer of user to the Virtual Intelligent terminal 450；
The intelligent terminal 450, for carrying out response to the incoming call；
The radio receiving transmitting module 460 is connected with software Switching Module 440 and at least one intelligent terminal 450 respectively,
Wireless communication connection for establishing between software Switching Module 440 and intelligent terminal 450.
Wherein, the software Switching Module 440 is connected, further at least one described operator attendance answering device 430
For: by the calls transfer of user to the intelligent terminal 450 or the operator attendance answering device 430.
Specifically, the meaning of each component is referred to the description of above-described embodiment.
In the present embodiment, radio receiving transmitting module 460 includes at least one of following: Wi-Fi module, 4G LTE module, red
Outer mold piece and bluetooth module.
In general, the Virtual Intelligent terminal generic server that needs to rely on just is able to achieve answer service, moreover, one logical
It is limited with the load capacity of server, if wanting to run a large amount of Virtual Intelligent terminals in a generic server, need to improve logical
With the hardware configuration of server, correspondingly, cost of implementation can improve.So as to connect one on software Switching Module 440
Radio receiving transmitting module 460 is wirelessly communicated with multiple intelligent terminals 450 indirectly and is connected.
The utility model embodiment realizes voice answer-back service by Softswitch technology, and specifically software Switching Module passes through
Radio receiving transmitting module may be implemented to communicate with intelligent terminal, to realize that intelligent terminal replaces Virtual Intelligent terminal, further subtract
The cost of the generic server of setting operation Virtual Intelligent terminal is lacked.
Note that above are only the preferred embodiment and institute's application technology principle of the utility model.Those skilled in the art's meeting
Understand, the utility model is not limited to specific embodiment described here, is able to carry out for a person skilled in the art various bright
Aobvious variation, readjustment and substitution is without departing from the protection scope of the utility model.Therefore, although passing through above embodiments
The utility model is described in further detail, but the utility model is not limited only to above embodiments, is not departing from
It can also include more other equivalent embodiments in the case that the utility model is conceived, and the scope of the utility model is by appended
Scope of the claims determine.
Claims (10)
1. a kind of voice response system characterized by comprising at least one front end automatic-answering back device terminal, with described at least one
The connected operator attendance switching device of a front end automatic-answering back device terminal, and be connected at least with the operator attendance switching device
One operator attendance answering device, in which:
The front end automatic-answering back device terminal embeds voice answer-back service routine, for using the voice answer-back service routine pair
The acoustic information of user carries out response；According to manual request is turned, indicate the operator attendance switching device establish the user with
Call connection between the operator attendance answering device；
The operator attendance switching device establishes the user and institute for the instruction according to the front end automatic-answering back device terminal
State the call connection between operator attendance；
The operator attendance answering device, for manually carrying out response to received acoustic information.
2. voice response system according to claim 1, which is characterized in that the operator attendance switching device includes: interior
The applications client or plug-in unit being placed in the front end automatic-answering back device terminal.
3. voice response system according to claim 1, which is characterized in that the operator attendance switching device includes: phase
Networking telephone interconnecting module and SPC telephone exchange even, the networking telephone interconnecting module and at least one described front end
Automatic-answering back device terminal is connected, and the SPC telephone exchange is connected with operator attendance answering device described at least one；
The front end automatic-answering back device terminal is also used to, and is turned manual request according to described, is generated the user based on Internet protocol IP and exhale
It cries and is sent to voice-over-net interconnecting module；
The voice-over-net interconnecting module is used for user's call diversion to the SPC telephone exchange；
The SPC telephone exchange is used for received user's call diversion to the operator attendance answering device.
4. voice response system according to claim 1, which is characterized in that the front end automatic-answering back device terminal includes intelligence
Terminal.
5. voice response system according to claim 4, which is characterized in that the voice response system further include: incoming call
Switching device and at least one automatic answering device being connected with the incoming call switching apparatus, in which:
The incoming call switching apparatus, for by the calls transfer of user to the automatic answering device；
The automatic answering device, the function device including embedding voice answer-back service routine, for using the voice answer-back
Service routine carries out response to the incoming call；
Wherein, the incoming call switching apparatus is connected at least one described operator attendance answering device, is further used for: will use
The calls transfer at family is to the automatic answering device or the operator attendance answering device.
6. voice response system according to claim 5, which is characterized in that the voice response system further include: at least
One user terminal；
The user terminal is connected with the incoming call switching apparatus, for being answered automatically by the incoming call switching apparatus with described
It answers device or the operator attendance answering device establishes call connection.
7. voice response system according to claim 6, which is characterized in that the user terminal includes；Intelligent terminal or
Telephone set.
8. voice response system according to claim 6, which is characterized in that the incoming call switching apparatus includes: built-in soft
The software Switching Module of part exchanger, the function device include: Virtual Intelligent terminal；The Virtual Intelligent terminal is embedded in
In the software Switching Module；Alternatively,
The Virtual Intelligent terminal is embedded in setting general-purpose server, and the generic server and the software Switching Module
It is connected by cable.
9. voice response system according to claim 6, which is characterized in that the incoming call switching apparatus includes: built-in soft
The software Switching Module of part exchanger, the function device include: intelligent terminal；The voice response system further include: nothing
Line transceiver module；
The radio receiving transmitting module is connected with the software Switching Module and at least one described intelligent terminal respectively, is used for
Establish the wireless communication connection between the software Switching Module and the intelligent terminal.
10. voice response system according to claim 9, which is characterized in that the radio receiving transmitting module include it is following extremely
One item missing: Wi-Fi module, 4G LTE module, infrared module and bluetooth module.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201821125815.2U CN208369682U (en) | 2018-07-16 | 2018-07-16 | voice response system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201821125815.2U CN208369682U (en) | 2018-07-16 | 2018-07-16 | voice response system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN208369682U true CN208369682U (en) | 2019-01-11 |
Family
ID=64925531
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201821125815.2U Active CN208369682U (en) | 2018-07-16 | 2018-07-16 | voice response system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN208369682U (en) |
-
2018
- 2018-07-16 CN CN201821125815.2U patent/CN208369682U/en active Active
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