CN211127903U - Telephone interactive connection device and telephone interactive connection system - Google Patents
Telephone interactive connection device and telephone interactive connection system Download PDFInfo
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- CN211127903U CN211127903U CN201922153733.XU CN201922153733U CN211127903U CN 211127903 U CN211127903 U CN 211127903U CN 201922153733 U CN201922153733 U CN 201922153733U CN 211127903 U CN211127903 U CN 211127903U
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Abstract
The embodiment of the utility model provides a telephone is mutual connecting device and telephone is mutual connecting system, telephone is mutual connecting device includes: the media gateway module is used for connecting a telephone switching network and the enterprise service telephone terminal for electric connection; the signal control module is electrically connected with the media gateway module; the main control module is electrically connected with the signal control module; the storage module is electrically connected with the main control module; and the network module is electrically connected with the main control module and is used for being electrically connected with a telephone interaction control center. The utility model discloses telephone interactive connection device, the current telephone system of the compatible enterprise of this telephone interactive connection device need not other devices and drops into, inserts with low costsly, can help promoting enterprise telephone service efficiency, strengthens user service and experiences.
Description
Technical Field
The utility model relates to a telephone service field, more specifically relates to a telephone is mutual connecting device and telephone is mutual connected system.
Background
Telephone service is widely applied to the communication process between enterprises and clients, and traditional enterprise telephone service is distributed more dispersedly and is widely distributed in the market and industry directions. These sporadic telephone service communications are answered primarily by manual or fixed-button IVR navigation shunts. This type of response requires a lot of labor and results in high use costs.
In the prior art, in order to reduce manual use, a telephone call platform system (CTI) is usually set up to introduce AI telephone intelligent interaction into a telephone service, but the telephone call platform system (CTI) is high in construction cost, an existing telephone service system needs to be completely rebuilt, a professional team needs to maintain, operation and maintenance burden is heavy, and large-scale popularization is difficult.
SUMMERY OF THE UTILITY MODEL
Embodiments of the present invention provide a telephone interaction connection device and a telephone interaction connection system that overcome or at least partially solve the above problems.
In a first aspect, an embodiment of the present invention provides a telephone interconnection device, including: the media gateway module is used for connecting a telephone switching network and the enterprise service telephone terminal for electric connection; the signal control module is electrically connected with the media gateway module; the main control module is electrically connected with the signal control module; the storage module is electrically connected with the main control module; and the network module is electrically connected with the main control module and is used for being electrically connected with a telephone interaction control center.
According to the utility model discloses telephone interconnection device still includes: and the coder is electrically connected between the media gateway module and the signal control module.
According to the utility model discloses telephone interconnection device still includes: and the off-hook detection module is electrically connected with the signal control module.
According to the utility model discloses telephone interconnection device still includes: and the serial port debugging module is electrically connected with the main control module.
In a second aspect, an embodiment of the present invention provides a device telephone interconnection system, further including: a telephone interconnection means as claimed in any one of the above; and the network module is electrically connected with the telephone interaction control center.
According to the utility model discloses telephone interactive connection system, telephone interactive control center includes: the incoming call interaction module and the outgoing call interaction module are connected in parallel, and both the incoming call interaction module and the outgoing call interaction module are electrically connected with the network module; the incoming call interaction module and the outgoing call interaction module are both electrically connected with the voice processing engine; and the voice processing engine is electrically connected with the information storage module.
According to the utility model discloses telephone interconnection system, speech processing engine includes: a semantic understanding engine, a speech synthesis engine, and a speech recognition engine.
According to the utility model discloses telephone interconnection system, information storage module has: and the interface is used for electrically connecting with the enterprise service PC terminal.
The embodiment of the utility model provides a telephone interactive connection device and telephone interactive connection system, the current telephone system of compatible enterprise need not other devices and drops into, inserts with low costs, can help promoting enterprise telephone service efficiency, strengthens user service and experiences.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without creative efforts.
Fig. 1 is a schematic structural diagram of a telephone interconnection device according to an embodiment of the present invention;
fig. 2 is a schematic diagram of a usage status of the telephone interactive connection system according to an embodiment of the present invention;
fig. 3 is a schematic structural diagram of a telephone interaction control center of a telephone interaction connection system according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram of a telephone interactive connection system in a hotel scene according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. Based on the embodiments in the present invention, all other embodiments obtained by a person skilled in the art without creative efforts belong to the protection scope of the present invention.
The telephone interaction connection apparatus 1 according to the embodiment of the present invention is described below with reference to fig. 1 and 2.
As shown in fig. 1, the telephone interconnection apparatus 1 according to the embodiment of the present invention includes: a media gateway module 11, a signal control module 13, a main control module 14, a storage module 15 and a network module 16.
The media gateway module 11 is used for connecting the telephone switching network 7 and the enterprise service telephone terminal 3 for electrical connection, and the media gateway module 11 may be provided with an interface for connecting the telephone switching network 7 and an interface for connecting the enterprise service telephone terminal 3.
In an actual implementation, these interfaces may be FXS (Foreign Exchange Station) interfaces or FXO (Foreign Exchange Office) interfaces.
As shown in fig. 2, when the telephone interconnection apparatus 1 is disposed in a telephone interconnection system, the media gateway module 11 may be electrically connected to the enterprise service telephone terminal 3 through the telephone communication line 5 (telephone twisted pair), the media gateway module 11 may be connected to the telephone exchange network 7 through the telephone communication line 5, and the telephone exchange network 7 may be connected to the client terminal 8 through the telephone communication line 5.
The signal control module 13 is electrically connected to the media gateway module 11, and the signal control module 13 is configured to process digital signal data sent from the media gateway module 11, or send the digital signal data to the media gateway module 11.
The storage module 15 is used for configuration reading and call record storage.
The network module 16 is used for electrically connecting with the telephone interaction control center 2, and the network module 16 can be connected with the telephone interaction control center 2 by using a wired or wireless network. The network module 16 may be communicatively coupled to the telephony interaction control center 2 via the ethernet 6. The telephony interaction control centre 2 comprises an intelligent interaction control system.
The main control module 14 is electrically connected with the signal control module 13, the storage module 15 is electrically connected with the main control module 14, the network module 16 is electrically connected with the main control module 14, and the main control module 14 is used for calling each module.
In the actual use process, since the telephone interaction connection device 1 has an interface (or equipment, such as the media gateway module 11) for connecting the enterprise service telephone terminal 3, an interface (or equipment, such as the media gateway module 11) for connecting the client terminal 8, and an interface (or equipment, such as the network module 16) for connecting the telephone interaction control center 2, the original telephone service system can be upgraded to the AI telephone intelligent interaction system by accessing the telephone interaction connection device 1 to the original telephone service system.
For example, when a client terminal 8 calls in, the media gateway module 11 of the telephone interaction connection device 1 receives an incoming call request, the incoming call is connected to the telephone interaction control center 2 through the ethernet 6, the telephone interaction control center 2 automatically performs voice transcription and semantic recognition on incoming call voice content, matches the optimal reply content through an algorithm, generates a voice file from the reply content through a voice synthesis service and transmits the voice file to the telephone interaction connection device 1, and the telephone interaction connection device 1 receives the voice file and then broadcasts the file content to the incoming call client terminal 8, thereby entering the next round of voice interaction. When a customer actively expresses that manual service is needed or the telephone interaction control center 2 triggers a manual service instruction, the telephone interaction control center 2 can transfer the call to the enterprise service telephone terminal 3 through the telephone interaction connecting device 1, and terminal telephone ringing is realized.
When the telephone interaction control center 2 realizes the outbound call, the outbound call instruction is sent to the telephone interaction connection device 1 through the Ethernet 6, the telephone interaction connection device 1 realizes the outbound call through the media gateway module 11 after receiving the instruction, and the telephone interaction control center 2 sends the voice content to the telephone interaction connection device 1 so as to enter the voice interaction flow.
It can be understood that, through the telephone network and the ethernet 6, the traditional telephone can be accessed to the telephone interaction center, so that automatic answering and automatic calling of incoming calls are realized, the telephone service efficiency of enterprises is greatly improved, and the user service experience is enhanced. In the using process, the system is compatible with the existing telephone system of the enterprise, the number changing is not needed, the original number is not needed to be changed when a customer calls in, the original number is displayed when the enterprise calls out, the customer satisfaction degree and the telephone call completing rate are effectively guaranteed, and the existing telephone system of the enterprise and the using habit of the customer are not needed to be changed.
The utility model discloses telephone interconnection device 1, the current telephone system of the compatible enterprise of this telephone interconnection device 1 need not other devices and drops into, inserts with low costsly, can help promoting enterprise's telephone service efficiency, strengthens user service and experiences.
In some embodiments, as shown in fig. 1, the telephone interconnection apparatus 1 according to an embodiment of the present invention further includes: and a codec 12, wherein the codec 12 is electrically connected between the media gateway module 11 and the signal control module 13. The signal control module 13 is electrically connected to the media gateway module 11 through the codec 12.
When the incoming call service is performed, the codec 12 converts the analog signal into a digital signal and sends the digital signal to the signal control module 13, that is, the codec 12 converts the data on the analog line into digital signal data which can be directly operated by a computer; the signal control module 13 not only can operate and process digital signal data, but also can transmit specified data to an analog line through the codec 12; when performing an outgoing call service, the codec 12 converts a digital signal sent from the signal control module 13 into an analog signal, and sends the analog signal to the media gateway module 11.
The codec 12 may be installed in the housing of the telephone interconnection apparatus 1, and of course, the codec 12 may also be externally connected, for example, the housing of the telephone interconnection apparatus 1 exposes two interfaces through which the externally connected codec 12 is connected.
In some embodiments, as shown in fig. 1, the telephone interconnection apparatus 1 according to an embodiment of the present invention further includes: and an off-hook detection module 17, wherein the off-hook detection module 17 is electrically connected with the signal control module 13. The off-hook detection module 17 can determine whether the call is off-hook or not under the outgoing call condition.
In some embodiments, as shown in fig. 1, the telephone interconnection apparatus 1 according to an embodiment of the present invention further includes: the serial port debugging module 18, the serial port debugging module 18 is connected with the main control module 14 electricity, and the serial port debugging module 18 is used for providing the interface of artifical operation and maintenance.
In a specific embodiment, as shown in fig. 1, the telephone interaction connection apparatus 1 includes: the device comprises a shell, a media gateway module 11, a signal control module 13, a main control module 14, a storage module 15, a network module 16, a codec 12, an off-hook detection module 17 and a serial port debugging module 18, wherein the media gateway module 11, the signal control module 13, the main control module 14, the storage module 15, the network module 16, the codec 12, the off-hook detection module 17 and the serial port debugging module 18 are all installed in the shell.
The media gateway module 11 may be provided with an interface for connecting the telephone switching network 7 and an interface for connecting the enterprise service telephone terminal 3, the codec 12 is electrically connected between the media gateway module 11 and the signal control module 13, the off-hook detection module 17 is electrically connected with the signal control module 13, the main control module 14 is electrically connected with the signal control module 13, the storage module 15 is electrically connected with the main control module 14, the network module 16 is electrically connected with the main control module 14, and the serial port debugging module 18 is electrically connected with the main control module 14.
When a client terminal 8 calls in, a media gateway module 11 of the telephone interaction connection device 1 receives a call request, the call is connected to the telephone interaction control center 2 through the Ethernet 6, the telephone interaction control center 2 automatically carries out voice transcription and semantic recognition on the incoming call voice content, then matches the optimal reply content through an algorithm, generates a voice file from the reply content through a voice synthesis service and transmits the voice file to the telephone interaction connection device 1, and the telephone interaction connection device 1 broadcasts the file content to the incoming call client terminal 8 after receiving the voice file, thereby entering the next round of voice interaction. When a customer actively expresses that manual service is needed or the telephone interaction control center 2 triggers a manual service instruction, the telephone interaction control center 2 can transfer the call to the enterprise service telephone terminal 3 through the telephone interaction connecting device 1, and terminal telephone ringing is realized.
When the telephone interaction control center 2 realizes the outbound call, the outbound call instruction is sent to the telephone interaction connection device 1 through the Ethernet 6, after the telephone interaction connection device 1 receives the instruction, the outbound call is realized through the media gateway module 11, and the judgment of the off-hook state of the client is realized through the off-hook detection module 17. After acquiring that the customer is off-hooked, the telephone interaction connection device 1 reports the off-hook state to the telephone interaction control center 2, and the telephone interaction control center 2 issues voice content to the telephone interaction connection device 1 so as to enter the voice interaction flow.
According to the type of network module 16, can adopt WIFI 4G 5G networking, realize that telephone interaction connecting device 1 and telephone interaction control center 2 are connected wireless, bring extremely strong expansibility.
The following describes a telephone interactive connection system provided by an embodiment of the present invention.
As shown in fig. 1 to 4, the telephone interactive connection system includes: a telephone interaction control center 2 and the telephone interaction connection device 1 of any one of the above embodiments. Wherein the network module 16 of the telephone interaction connection device 1 is electrically connected with the telephone interaction control center 2, and the telephone interaction control center 2 is used for voice interaction.
In the actual use process, the enterprise service telephone terminal 3 is directly connected with the telephone interactive connection device 1 through a telephone communication line 5 (a telephone twisted pair); when the user's incoming call changes to man-hour, the telephone interactive connecting device 1 directly controls the enterprise service telephone terminal 3 to ring. The enterprise service PC terminal 4 comprises a display screen and a network connection module, and can directly acquire the intelligent interactive dialogue record by being connected with the telephone interactive control center 2 through the Ethernet 6.
The telephone communication line 5 is used for implementing telephone network intercommunication, for example, the telephone communication line 5 between the client terminal 8 and the telephone exchange network 7 can be connected in a wired, cellular or other form, the telephone communication line 5 between the telephone exchange network 7 and the telephone interaction connection device 1 can be connected in a wired, cellular or other form, and the telephone communication line 5 between the telephone interaction connection device 1 and the enterprise service telephone terminal 3 can be connected in a wired, cellular or other form. The telephone exchange network 7 is used for connecting a plurality of client terminals 8 to the telephone communication with the telephone interconnection device 1.
The Ethernet 6 comprises a wired network, WiFi, 4G and 5G, the telephone interaction connection device 1 and the telephone interaction control center 2 can be connected through the Ethernet 6, and the telephone interaction control center 2 and the enterprise service PC terminal 4 can be connected through the Ethernet 6.
The client terminal 8 comprises a personal fixed telephone, a mobile telephone, or various fixed telephones in the enterprise (for example, the whole equipment is arranged in a hotel, and can be a room telephone of each room of the hotel and can be connected with the telephone intelligent interactive connection module through a telephone line).
The utility model discloses telephone interactive connection system, the current telephone system of compatible enterprise, the access is with low costs, can help promoting enterprise's telephone service efficiency, strengthens user service experience.
In some embodiments, as shown in fig. 3, the telephony interaction control center 2 comprises: an incoming call interaction module 21, an outgoing call interaction module 22, a speech processing engine and an information storage module 26.
The incoming call interaction module 21 and the outgoing call interaction module 22 are connected in parallel, the incoming call interaction module 21 and the outgoing call interaction module 22 are both electrically connected with the network module 16 of the telephone interaction connection device 1, the incoming call interaction module 21 and the outgoing call interaction module 22 are both electrically connected with the voice processing engine, and the voice processing engine is electrically connected with the information storage module 26.
Wherein the speech processing engine comprises: a semantic understanding engine 23 for understanding semantics of the received speech, a speech synthesis engine 24 for synthesizing the speech to output implementation interactions, and a speech recognition engine 25 for recognizing the speech. The information storage module 26 has: an interface for electrical connection with the enterprise service PC terminal 4.
The telephone interaction control center 2 can automatically answer an incoming call and control the telephone interaction connecting device 1 to transfer the call to the enterprise service telephone terminal 3 through a telephone line according to the requirement of the interaction process; the outbound automatic interaction module can automatically generate an outbound task and outbound to the client terminal 8 by controlling the telephone interaction connection device 1; when the enterprise needs to inquire the intelligent interaction record, the enterprise service PC terminal 4 can be used to access the information storage module 26 of the telephone interaction control center 2 through the Ethernet 6.
Each telephone interaction connection system can be provided with a plurality of telephone interaction connection devices 1, the telephone interaction connection devices 1 are respectively and independently connected with the corresponding enterprise service telephone terminal 3 and the telephone switching network 7, and the telephone interaction connection devices 1 can be arranged in different service places according to requirements.
Taking the above-mentioned telephone interactive connection device 1 or telephone interactive connection system applied to hotel scene as an example, as shown in fig. 4, the analog telephone set and the front desk switchboard in each room can be used as the enterprise service telephone terminal 3, the computer of the hotel front desk can be used as the enterprise service PC terminal 4, the telephone interactive connection device 1 is electrically connected with the analog telephone set and the front desk switchboard in each room, the telephone interactive connection device 1 is further connected with the external telephone exchange network 7 through the hotel telephone exchange, the telephone interactive connection device 1 is connected with the local area network exchange through the local area network, the computer of the hotel front desk is connected with the local area network exchange through the local area network, and the local area network exchange is connected with the telephone interactive control center 2 through the ethernet 6.
Therefore, when an external telephone calls in, the telephone interaction control center 2 is accessed through the telephone interaction connecting device 1, and the telephone interaction control center 2 can perform voice interaction with the external telephone or be switched to a foreground switchboard or an analog telephone in a certain room.
The above-described embodiments of the apparatus are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solution of the present invention, and not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it should be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not depart from the spirit and scope of the present invention in its corresponding aspects.
Claims (8)
1. A telephonic interconnection apparatus, comprising:
the media gateway module is used for connecting a telephone switching network and the enterprise service telephone terminal for electric connection;
the signal control module is electrically connected with the media gateway module;
the main control module is electrically connected with the signal control module;
the storage module is electrically connected with the main control module;
and the network module is electrically connected with the main control module and is used for being electrically connected with a telephone interaction control center.
2. The telephony interconnection apparatus of claim 1, further comprising:
and the coder is electrically connected between the media gateway module and the signal control module.
3. The telephony interconnection apparatus of claim 1 or 2, further comprising:
and the off-hook detection module is electrically connected with the signal control module.
4. The telephony interconnection apparatus of claim 1 or 2, further comprising:
and the serial port debugging module is electrically connected with the main control module.
5. A telephony interconnection system, comprising:
the telephony interconnection apparatus of any of claims 1-4;
and the network module is electrically connected with the telephone interaction control center.
6. The telephony interaction connection system of claim 5, wherein the telephony interaction control center comprises:
the incoming call interaction module and the outgoing call interaction module are connected in parallel, and both the incoming call interaction module and the outgoing call interaction module are electrically connected with the network module;
the incoming call interaction module and the outgoing call interaction module are both electrically connected with the voice processing engine;
and the voice processing engine is electrically connected with the information storage module.
7. The telephony interconnection system of claim 6, wherein the speech processing engine comprises: a semantic understanding engine, a speech synthesis engine, and a speech recognition engine.
8. The telephone interactive connection system according to claim 6 or 7, wherein the information storage module has: and the interface is used for electrically connecting with the enterprise service PC terminal.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201922153733.XU CN211127903U (en) | 2019-12-03 | 2019-12-03 | Telephone interactive connection device and telephone interactive connection system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201922153733.XU CN211127903U (en) | 2019-12-03 | 2019-12-03 | Telephone interactive connection device and telephone interactive connection system |
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| Publication Number | Publication Date |
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| CN211127903U true CN211127903U (en) | 2020-07-28 |
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| CN201922153733.XU Active CN211127903U (en) | 2019-12-03 | 2019-12-03 | Telephone interactive connection device and telephone interactive connection system |
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