201101796 六、發明說明： 【發明所屬之技術領域】 本發明係關於傳統電信網路訊息與IP多媒體子系統（IMS) 整合技術。 【先前技術】 傳統客服中心系統需透過電腦電話整合（CTI)，可將來 電客戶在自動語音回應系統（IVR)輸入之DTMF訊號轉換 〇 成電腦資訊（attach data;附加資料）傳送給值機服務人員； 此為電信業者提供客服中心系統外包服務之重要功能之一。 而定義於第三代行動通訊3GPP (3rd Generation Partnership Project)的標準中的ip多媒體子系統（Ip Multimedia Subsystem ’簡稱IMS)，近來已逐漸成為電信業 整合行動通訊、無線網路以及寬頻網路提供多媒體服務的基 礎架構，但以其所能支援的通訊標準，無法直接與分散各區 傳統電信網路架構之外包客服中心系統連結，獲取附加資料 (attach data ) ° 若電信業者全面採用IMS平台服務，原外包客服中心系 統將面臨功能不完整，或需全面更換設備之問題。 【發明内容】 本發明以 HP MMCC (Multimedia Contact Center)多媒 體客服平台以SIP通訊協定連接電信業者IMS (IP多媒體子 系統）平台，統一提供各區傳統電信網路來電之自動語音回 應系統（IVR)服務，並可將來電客戶在自動語音回應系統 (IVR)輸入之DTMF訊號轉換成電腦資訊（批ach data;附 201101796 加> 料）’並加一流水號（serial number)，記錄於Data Attach Server。 傳統電信網路架構之外包客服中心系統交換機接到此一 ，戶來電之DNIS已改寫為此一流水號（serial number)，並 當成caller id通知原有CTI系統，CTI系統亦可經由企業内 。^網路連至 Data Attach Server 以 caller id 比對 serial number 獲取此一來電客戶輸入資料，當電話分派給值機人員之際， 螢幕可同時出現彈跳視窗，顯示相關訊息。 各區傳統電信網路架構之外包客服中心系統可繼續使 用，不需全面汰換，大幅節省電信業者之營運成本。 若未來外包客服系統擴充，可直接於IMS平台使用ιρ 話機’擴充值機人員平台。 、^於IMS平台擴充之值機人員席次將可支援完整之多媒體 通sfL服務。 【實施方式】 請參閱第一圖 ^〇1] ssp翻一通撥打0800免付費電話號碼的信號。 [〇2] SSP將詢問資料庫的訊息經由FSTP繞送到處^ 料庫的SCP。 网=依，SSP的查詢請求，產生服務相關的回應給 ssp ’指揮SSP執行話務信號的處理。 [104]話務信號從ssp經由TG讎成sip201101796 VI. Description of the Invention: [Technical Field of the Invention] The present invention relates to a conventional telecommunications network message and IP Multimedia Subsystem (IMS) integration technology. [Prior Art] The traditional customer service center system needs to integrate the DTMF signal input by the caller in the automatic voice response system (IVR) into computer information (attach data) to the check-in service through the computer telephony integration (CTI). Personnel; This is one of the important functions for telecom operators to provide customer service center system outsourcing services. The IP Multimedia Subsystem (IMS), defined in the 3rd Generation Partnership Project (3GPP), has recently become the telecom industry's integrated mobile communications, wireless networks and broadband networks. The infrastructure of the multimedia service, but with the communication standards it can support, it is not possible to directly link to the customer service center system outside the traditional telecommunication network architecture of each district to obtain additional data (attach data) ° If the telecom operators fully adopt the IMS platform service The original outsourced customer service center system will face the problem of incomplete function or complete replacement of equipment. SUMMARY OF THE INVENTION The present invention uses a HP MMCC (Multimedia Contact Center) multimedia customer service platform to connect a telecommunications carrier IMS (IP Multimedia Subsystem) platform with a SIP communication protocol, and uniformly provides an automatic voice response system (IVR) for incoming calls of traditional telecommunication networks in various regions. Service, and can convert the DTMF signal input by the caller in the automatic voice response system (IVR) into computer information (batch ach data; attached 201101796 plus > material) and add the first serial number, recorded in the Data Attach Server. The traditional telecom network architecture is connected to the customer service center system switch. The DNIS of the household call has been rewritten as the first serial number, and the original CTI system is notified as the caller id. The CTI system can also be used in the enterprise. ^ The network connects to the Data Attach Server to obtain the incoming call customer input data by the caller id. When the call is assigned to the check-in person, the screen can display a bounce window at the same time to display related information. The customer service center system outside the traditional telecommunication network architecture of each district can continue to be used without major replacement, which greatly saves the operating costs of the telecom operators. If the outsourcing customer service system is expanded in the future, you can use the ιρ phone to expand the check-in personnel platform directly on the IMS platform. The VIP staff on the IMS platform will be able to support the full multimedia sfL service. [Embodiment] Please refer to the first figure ^〇1] ssp to dial the signal of 0800 toll-free number. [〇2] The SSP will query the database for the message to be sent to the SCP of the repository via FSTP. Network=According to the SSP query request, a service-related response is generated to the ssp ’ command SSP to perform the processing of the traffic signal. [104] Traffic signal from ssp via TG into sip
連接至多_客服平台（HPMMCC)。，CSCF 201101796 [105] 若此電話於自動語音回應系統流程（IVRflow)中選 擇轉接專人，Data Attach Server將會賦予此通電話一 個流水號(serial number)並將交易資料以此流水號存 放於資料庫。 [106] 多媒體客服平台（HP MMCC)將此流水號傳送到 SCP ° [107] SCP將DNIS轉換成此流水號(serial number)，回應 給 SSP。 [108] SSP將此流水號(serial number)帶給PBX，視為來電 號碼（caller id )。Connect to the _ customer service platform (HPMMCC). ,CSCF 201101796 [105] If the call selects a transfer person in the automatic voice response system flow (IVRflow), the Data Attach Server will give the call number a serial number and store the transaction data in this serial number. database. [106] The Multimedia Customer Service Platform (HP MMCC) transmits this serial number to SCP ° [107] The SCP converts the DNIS into this serial number and responds to the SSP. [108] The SSP brings this serial number to the PBX as the caller id.
[109] PBX 將此此流水號(caller id=serial number)傳給電腦 電話整合系統（CTI)以操取相關資訊。 [110] CTI 向 Data Attach Server 詢問此流水號(Serial number)相關資料。 [111] Data Attach Server將查詢結果回應給CTI系統，顯 示於值機人員作業平台晝面。 請參閱第二圖 [201] SSP接到一通撥打〇8〇〇免付費電話號碼的信號。 [202] SSP將詢問資料庫的訊息經由FSTp繞送到處理此資 料庫的SCP。 [203] SCP依據SSP的查詢請求，產生服務相關的回應給 SSP ’指揮SSP執行話務信號的處理。 [2〇4]忐務信號從SSP經由TG轉換成SIP訊號，透過CSCF 連接至多媒體客服平台（HpMMCC)。 [2〇5]若此電話於自動語音回應系統流程（IVRfl〇w)中選 擇轉接專人，自動語音回應系統流程（IVRfl〇w)通 知多媒體客服平台（HPMMCC)轉接專人。 [206]乡舰客服平台（HPMMCC)將轉接電話信號透過 CSCF傳送給值機人員。 5 201101796 【圖式簡單說明】 第圖為客戶從IN、IMS通訊平台進線在語音流程選擇轉接 專人由現有客服人員接聽作業流程 第-圖為客戶從IN、IMS通訊平台進線在語音流程選擇轉接 專人由IMS客服人員接聽作業流程 第三圖為硬體架構圖 Ο 〇 元件 CC CSCF Data Attach Server 【4要元件符號說明1 全稱 Call Center Call Session Control Function 說明 客服中心 呼叫狀態控制功能 附加資料系統 FSTP Fast Spanning Tree Protocol 快速擴張樹協定 IMMR Interactive Multimedia Response 多媒體自動語音回應系統 IMS ~ IP Multimedia Subsystem 網路多媒體子系統 IN Intelligent Network 智能網路 6 201101796[109] PBX passes this serial number (caller id=serial number) to the Computer Telephony Integration System (CTI) for information. [110] CTI asks the Data Attach Server for this serial number. [111] The Data Attach Server responds to the CTI system with the results of the query, which is displayed on the check-in staff's job platform. Please refer to the second figure [201] The SSP receives a signal to dial the 〇〇8〇〇 toll-free number. [202] The SSP will query the database for information via the FSTp to the SCP that processes the repository. [203] The SCP generates a service-related response to the SSP's SSP to perform the processing of the traffic signal in accordance with the SSP's query request. [2〇4] The service signal is converted from SSP to SIP signal via TG, and connected to the multimedia customer service platform (HpMMCC) through CSCF. [2〇5] If the call selects a transfer person in the automatic voice response system flow (IVRfl〇w), the automatic voice response system flow (IVRfl〇w) informs the multimedia customer service platform (HPMMCC) to transfer the person. [206] The Township Customer Service Platform (HPMMCC) transmits the transit telephone signal to the check-in personnel via the CSCF. 5 201101796 [Simple description of the diagram] The picture shows the customer from the IN, IMS communication platform to enter the line in the voice process to select the transfer person to be answered by the existing customer service staff. The picture shows the customer from the IN, IMS communication platform into the voice process Select the transfer person to be answered by the IMS customer service. The third picture is the hardware structure diagram. 〇 Element CC CSCF Data Attach Server [4 element symbol description 1 Full name Call Center Call Session Control Function Description Call Center Call Status Control Function Additional Information System FSTP Fast Spanning Tree Protocol IMMR Interactive Multimedia Response Multimedia Automatic Voice Response System IMS ~ IP Multimedia Subsystem Network Multimedia Subsystem IN Intelligent Network Intelligent Network 6 201101796
元件 全稱 說明 IVR flow — 自動語音回應系統流程 MMCC Multimedia Contact Center 多媒體客服平台 MMIP Multimedia IP PBX 多媒體IP交換機 MMIR Multimedia Intelligent Router 多媒體智慧路由系統 MMLS Multimedia Log System 多媒體紀錄系統 SBC Session Border Controller 連線邊界控制器 SCP Service Control Point 服務控制點 SSP Service Switching Point 服務交換節點 _ TG Trunk Gateway 中繼閘道器 ~~~ 7The full name of the component description IVR flow - automatic voice response system flow MMCC Multimedia Contact Center multimedia customer service platform MMIP Multimedia IP PBX multimedia IP switch MMIR Multimedia Intelligent Router multimedia intelligent routing system MMLS Multimedia Log System multimedia record system SBC Session Border Controller connection boundary controller SCP Service Control Point Service Control Point SSP Service Switching Point Service Switching Node_ TG Trunk Gateway Relay Gateway ~~~ 7