201114263 六、發明說明： 【發明所屬之技術領域】 本發明係關於一種推播式互動視訊客服中心系統，特別為 一種利用推播技術用於互動視訊客服中心系統以主動推播視 訊串流或訊息通知’達成提供用戶端直接播出或點選播出之 目的。 【先前技術】201114263 VI. Description of the Invention: [Technical Field of the Invention] The present invention relates to a push-type interactive video service center system, in particular to a push broadcast technology for an interactive video service center system to actively push video streams or messages. The notice 'reaches the purpose of providing the user to directly broadcast or click to broadcast. [Prior Art]
客服中心系統是各企業服務客戶的一道重要窗口，由於資 訊系統的蓬勃發展，各企業為提昇服務品質，客服中心已網 路協議位址（ip)化，並且，進而整合電腦資訊系統以提供更先 進的功忐，然而，這些功能仍局限於以互動式聲音回覆 (interactive v〇ice response，IVR)方式與客戶進行互動，其所 包含之功能如客戶服務或產品銷售等，主要皆屬於回應客戶 之要求（request)，並無主動傳送訊息給用戶端的機能；另外， 由於傳統客服中心是以語音方式進行溝通，因為語音之性質 較難重疊傳送給客戶同時間收聽，所以除了料給客戶的語 音回應之外，客戶無法同時收聽其他額外語音訊I 一旦， ==為多功能平台時，除了需具備客戶服務… 二二進行客戶關懷'廣告行鎖等附加功能亦 5 、 ^ 士功月b傳統之回應式的客服中心頻麸蛊法勝 任，因其除於服務客戶、產。鈷隹κ α ^”、、”.、/麦勝 ^ ^ 151 a# ^ L ° 4 13過程傳遞回應訊息之外， 服傳遞額外之語音訊息給客戶«:總而古之，當客 不了統由语音進步到以視訊為溝通方式時，勢必仍脫離 不了以回應客戶之要求為主要之功能。"鹰離 由此可見’上述習用系統仍有諸 計，而亟待加以改良。 實非一良善之设 本案發明人舰上述f时相衍 加以改良創新，並經多年苦心t 項缺點，乃亟思 /日〜研究後，終於成功研 201114263 發完成本件一種推播式互動視訊客服中心系統。 【發明内容】 本發明之目的即在於提供一種推播式互動視訊客服中心 ”統’係擴充改進傳統客服中心系統以滿足 =以影像電話為用戶端設備提供一方法將視訊 地，至用戶端設備，或推送一簡易的訊息通知，再由用戶 决疋疋否觀看汛息，但不會干擾原通訊之進行。 I達成上述發明目的之—種推播式互動視訊客服中 7tif> 9 51 · 小 -推播觸發事件偵測模組，其㈣則貞測推播觸發事件之 發生，以啟動一視訊推播邏輯模組； 推播播邏輯模組’該模組則根據推播觸發事件選擇欲 、播之用戶端、或推播之視訊串流或訊息通知内容，經 通二，送模組’啟動視訊串流或訊息通知’再經由一通知推 ίϊ二！受視訊推播邏輯模組之要求，推播視訊串流或訊 並可透過一多點控制模組，其係將-般視 推播式視訊串流/訊息通知依既定之切割晝面多工隹 士式：：:]畫！顯示於影像電話；本發明係擴充改進傳統： :動地推播統以應付主動推播訊息之需求，將視訊訊息 戶Γ備；另外，本發明基於應用上之需要 次傳輸頻寬使用之考量，提供僅推送 :推播視訊串流，客戶於接收到此推播訊息通知== ==擇接受或拒絕視訊，流之推播；上述無論是推= 播机息通知皆顯示於額外獨立之視訊切割畫合 干擾原通訊之進行。 个曰 【實施方式】 請參閱圖一所 示為本發明一種推播式互動視訊客服中 心 201114263 系統之架構圖，包含： 一用戶端影像電話1，係連接通訊伺服器4，供使用者收 看一般視訊通訊播放 '推播式視訊_流/訊息通知播放、 他内容； / η 一通訊伺服器4 ,係為用戶端影像電話i、推播式互 訊客服中心2及媒體健器3之中介，並提供彼此間之路由 功能； 山 推播式互動視訊客戶服務中心2，其係將欲推播之用戶 端、或推播之視訊串流或訊息通知内容傳送給通訊伺服器4 ; 一媒體伺服器3’其係將推播視訊串流或訊息通知内容透 過通訊伺服器4傳送至用戶端。 4參閱圖二所示，為本發明一種推播式互動視訊客服中心 系統之用戶端影像電話顯示配置圖，其包括一般視訊通訊播 放區11，播放一般非推播式之通訊視訊内容，以及一推播式 視訊串流/訊息通知播放& 12 ’顯示推播式視訊争流/訊息之 通知。 請同時參閱圖三所示，為本發明一種推#式互動視訊客服 中心系統之推播式互動視訊客服中心之功能模組圖，包含： 一播觸發事件（triggering event)偵檢模組2卜係用以偵測 推播觸發事件之發生，以啟動視訊推播邏輯模組22 ; 一視訊推播邏輯模組22，係依據推播觸發事件選擇欲推 播之用戶端對象、視訊串流或訊息通知内容’並要求通訊伺 服器啟動視訊_流之推播或訊息通知之推送； 一一般互動視訊邏輯伺服器23,其係將一般互動視訊播 放内容經由通訊伺服器啟動一般互動視訊内容，並提供給用 戶端； 例如播觸發事件偵檢模組21推播的觸發事件可為用戶之 生日，透過視訊推播邏輯模組22選定壽星之用戶端影像電r 7 201114263 話、以及欲推播之祝賀生日快樂視訊内容。_般客服中心之 視訊互動乃由-般互動視訊邏輯模組23於接受用戶端輸入後 選擇欲播放之視訊内容，並啟動媒體飼服器之一般視訊播放 模組播放。 /請參閱圖四所示，為本發明一種推播式互動視訊客服中心 系統之媒體伺服器之功能模組圖，包含： 一視訊串流推播/訊息通知推送模組34，其係接收推播式 互動視訊客服中心之要求而啟動視訊串流之推播或訊息通知 之推送； 一一般視訊播放模組35,其係接收推播式互動視訊客服 中心之要求而播放一般非推播式互動視訊； 一多點控制模組（MUltipoint contr〇1 Unit，Mcu)36，其係 ^工集成視訊串流或訊息通知與一般互動視訊即由多點控制 杈組36多工集成視訊串流推播/訊息通知推送模組以及一 般視訊播放模組35，並經由通訊伺服器傳送至用戶端影像電 5¾1， 其中，當推播内容僅包括推播訊息通知時用戶可依指示以 雙通道多工頻率（Dual Tone Multi-Frequency，DTMF)、任立、 或影像輸入選擇接受或拒絕觀看視訊内容，係由媒體伺; 之雙通道多工頻率識別模組31、語音識別模組32或影 模組33即用以識別用戶端之各類型輸入，回傳予推播式互動 視訊客服“處理，以決定是否進—步推播視訊$流至 端影像電話。 請參閱圖五所示，為本發明一種推播式互動視訊客服中心 系統之通訊伺服器之功能模組圖，包含： 、一註冊伺服器41，其係負責接受用戶端設備註冊要求， 並且更新用戶端設備在位址词服器44之資訊； 一代理伺服器42，其係接受用戶端設備或其他代理伺服 201114263 器所發送的要求，並且將之根據位址伺服器44之資訊轉送到 其他地方， 一重導飼服器43，其係負責接受用戶端設備或其他代理 伺服器所發送的要求，並且傳回重導之資訊，指示此要求該 送往何方； 位址伺服器44，其係存放上述所有的資訊。 本發明所提供之一種推播式互動視訊客服中心系統，與其 他習用技術相互比較時，t具備下列優點： φ 1 ·本發明可滿足客服中心系統主動推播訊息之需求。 2·本發明之客服中心系統提供另可發送簡短推播訊息 通2之功能，客戶具有主動權可選擇接受或拒絕視訊 串抓之推播，可達到主動即時、適時（right time)地推 送訊息通知之功能，又可節省傳輸頻寬，僅將視訊傳 送給有需要之客戶（right person)。 3-本發明客服中心系統所發送之推播訊息或推播訊息 ，知，因顯示於額外獨立之視訊切割晝面，無論用戶 是否在通訊中皆不會干擾用戶原通訊之進行。 • 上列詳細說明係針對本發明之一可行實施例之具體說 Γ旅惟該實施例並非用以限制本發明之專利範圍，凡未脫離 p明技藝精神所為之等效實施或變更，均應 專利範圍中。 、伞系t #上所述，本案不但在技術思想上確屬創新，並能較習 增進上述多項功效’應已充分符合新穎性及進步 要件，爰依法提出巾請，懇請貴局核准本件 月專利申請案，以勵發明，至感德便。 【圖式簡單說明】 圖一為本發明一種推播式互動視訊客服中心系統之架構 201114263 圖 系統之用戶 系統之推播 系統之媒體 系統之通訊 圖二為本發明一種推播式互動視訊客服中心 端影像電話顯示配置圖； 圖二為本發明一種推播式互動視訊客服中心 式互動視訊客服中心之功能模組圖； 圖四為本發明一種推播式互動視訊客服中心 伺服器之功能模組圖；以及 圖五為本發明一種推播式互動視訊客服中心 飼服器之功能模組圖。 【主要元件符號說明】 1 用戶端影像電話 2 推播式互動視訊客戶服務中心 3 媒體伺服器 4 通訊伺服器 11 一般視訊通訊播放區 12 推播式視訊串流/訊息通知播放區 21 播觸發事件偵檢模組 22 視訊推播邏輯模組 23 一般互動視訊邏輯模組 31 雙通道多工頻率識別糢組 32 語音識別模組 33 影像識別模組 34 視訊串流推播/訊息通知推送模 組 、果 35 —般視訊播放模組 36 多點控制模組 201114263 41 註冊伺服器 42 代理伺服器 43 重導伺服器 44 位址伺服器The customer service center system is an important window for all enterprise service customers. Due to the booming information system, the enterprise has established the network protocol address (ip) for the improvement of service quality, and then integrates the computer information system to provide more Advanced skills, however, these features are still limited to interacting with customers through interactive v〇ice response (IVR) methods, such as customer service or product sales, mainly in response to customers. Request (request), there is no active transmission of information to the user's function; in addition, because the traditional customer service center communicates by voice, because the nature of the voice is difficult to overlap and transmit to the customer to listen at the same time, in addition to the voice to the customer In addition to the response, the customer can't listen to other extra voice messages at the same time. Once, == is a multi-functional platform, in addition to customer service... 22nd customer care's advertising line lock and other additional functions are also 5, ^ Shigong month b tradition The responsive customer service center is brave and versatile, as it is in addition to serving customers and production. Cobalt 隹κ α ^",, "., / Mai Sheng ^ ^ 151 a# ^ L ° 4 13 In addition to the process of transmitting the response message, the service delivers additional voice messages to the customer «: always and ancient, when the guest can't As voice progresses to the way of video communication, it is bound to be inseparable from the response to customer requirements. "Eagle is thus visible. The above-mentioned conventional systems still have a lot to do, and they need to be improved. It is not a good thing to set up the inventor's ship in the above-mentioned f-phase to improve and innovate, and after many years of painstaking t defects, is the thought / day ~ after research, finally successfully research 201114263 to complete this piece of a push-type interactive video customer service Central system. SUMMARY OF THE INVENTION The object of the present invention is to provide a push-type interactive video service center "system" to expand and improve the traditional customer service center system to meet = provide a method for the video device to provide a video device to the user equipment to the user equipment , or push a simple message notification, and then the user decides whether to watch the suffocation, but will not interfere with the original communication. I achieve the above-mentioned invention - a push-type interactive video service in 7tif> 9 51 · small - Pushing the trigger event detection module, (4) detecting the occurrence of the push trigger event to start a video push logic module; pushing the broadcast logic module 'the module selects the desire according to the push trigger event, Broadcast the user, or push the video stream or message notification content, through the second, send the module 'initiate the video stream or message notification' and then push the notification through a notification! The video is required to push the logic module Push video streaming or messaging and pass a multi-point control module, which will use the general-purpose video streaming/message notification to cut the multiplexed gentleman style::]]! display Videophone; the invention is an extension of the improvement tradition:: the mobile broadcast system is configured to cope with the demand for actively propagating the message, and the video information is provided by the user; in addition, the present invention provides consideration based on the application of the required transmission bandwidth. Push only: push video stream, the customer receives the push message notification == == choose to accept or reject the video, stream push; the above is the push = broadcast message notification is displayed in the additional independent video cutting Draw and interfere with the original communication. 曰 [Implementation] Please refer to Figure 1 for the architecture diagram of the push-to-play interactive video service center 201114263 system, including: a client-side video phone 1, connected to the communication servo 4, for the user to watch the general video communication play 'push video _ stream / message notification playback, his content; / η a communication server 4, for the client video phone i, push broadcast mutual customer service center 2 And media media 3 intermediary, and provide routing functions between each other; Shantui interactive video customer service center 2, which will be pushed to the user, or push video streaming or The content of the notification is transmitted to the communication server 4; a media server 3' transmits the video stream or the message notification content to the client through the communication server 4. 4 Referring to Figure 2, a push for the present invention User-side videophone display configuration diagram of the broadcast interactive video service center system, which includes a general video communication playing area 11, playing general non-pushing communication video content, and a push-type video streaming/message notification playing & 12 'Display notification of push-type video contention/message. Please also refer to Figure 3, which is a functional module diagram of push-type interactive video service center of push-type interactive video service center system of the present invention, including: The triggering event detection module 2 is configured to detect the occurrence of the push trigger event to activate the video push logic module 22; a video push logic module 22 is triggered according to the push broadcast The event selects the user object, video stream or message notification content to be pushed 'and requests the communication server to initiate the video stream or the push of the message notification; a general interaction The logical server 23 activates the general interactive video content via the communication server and provides the content to the user. For example, the trigger event triggered by the broadcast trigger event detection module 21 can be the user's birthday. Through the video broadcast logic module 22, the user image of the birthday party is selected, and the congratulatory birthday video content to be broadcasted is selected. The video interaction of the _-like customer service center is selected by the interactive video logic module 23 after receiving the input from the user terminal, and the video content to be played is selected, and the general video playback module of the media feeder is activated. / Please refer to FIG. 4, which is a functional module diagram of a media server of a push-type interactive video service center system, comprising: a video streaming push/message notification push module 34, which is received by push Launching a video streaming push or message notification push at the request of the broadcast interactive video service center; a general video playback module 35, which receives the push-type interactive video service center and plays a general non-push-type interaction Video; Multi-point control module (MUltipoint contr〇1 Unit, Mcu) 36, which integrates video streaming or message notification with general interactive video, that is, multi-point control group 36 multiplexed integrated video streaming broadcast / message notification push module and general video playback module 35, and transmitted to the user terminal image 53⁄41 via the communication server, wherein the user can follow the indication to the dual channel multiplexing frequency when the push content only includes the push message notification (Dual Tone Multi-Frequency, DTMF), Ren Li, or video input selection to accept or refuse to view video content, by the media; dual channel multiplex frequency identification module 31, voice recognition The module 32 or the shadow module 33 is used to identify various types of input of the user end, and is transmitted back to the push-type interactive video service to "process" to determine whether to push the video to the end of the video call. 5 is a functional module diagram of a communication server of the push-type interactive video service center system of the present invention, comprising: a registration server 41, which is responsible for accepting the registration requirements of the client device, and updating the client device. The information in the address word processor 44; a proxy server 42, which accepts the request sent by the client device or other proxy server 201114263, and forwards the information according to the address server 44 to other places, The food feeder 43 is responsible for accepting the request sent by the client device or other proxy server, and transmitting the information of the redirection to indicate where the request is sent; the address server 44 stores all of the above The information of the push-type interactive video service center system provided by the present invention is compared with other conventional technologies, and has the following advantages: φ 1 · The present invention can The customer service center system actively pushes the message demand. 2. The customer service center system of the present invention provides the function of sending a short push message 2, and the customer has the initiative to accept or reject the video string. Proactively and instantly push the message notification function in a right time, and save the transmission bandwidth, and only transmit the video to the right person. 3 - The push message sent by the customer service center system of the present invention or Pushing the message, knowing that, because it is displayed in the extra independent video cutting, the user will not interfere with the user's original communication whether or not the user is in communication. • The above detailed description is specific to one of the possible embodiments of the present invention. The present invention is not intended to limit the scope of the invention, and the equivalent implementation or modification of the invention is not limited to the scope of the invention. According to the umbrella system t #, this case is not only innovative in terms of technical thinking, but also able to improve the above-mentioned multiple functions. 'It should be fully in line with the novelty and the progressive elements, and please submit the towel according to law. Please ask your office to approve this month. Patent application, in order to invent, to the sense of virtue. BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a structure of a push-type interactive video service center system according to the present invention. 201114263 A communication system of a media system of a user system of a system of the present invention. FIG. 2 is a push-type interactive video service center of the present invention. The terminal image telephone display configuration diagram; FIG. 2 is a functional module diagram of a push-type interactive video service center interactive video service center according to the present invention; FIG. 4 is a functional module of the push-play interactive video service center server according to the present invention; Figure 5 and Figure 5 are functional module diagrams of a push-type interactive video service center feeding device of the present invention. [Main component symbol description] 1 User video call 2 Push-type interactive video customer service center 3 Media server 4 Communication server 11 General video communication play area 12 Push-type video stream/message notification play area 21 Broadcast trigger event Detection module 22 video playback logic module 23 general interactive video logic module 31 dual channel multiplex frequency identification module 32 voice recognition module 33 image recognition module 34 video stream push broadcast / message notification push module, 35 General Video Playback Module 36 Multipoint Control Module 201114263 41 Registration Server 42 Proxy Server 43 Redirection Server 44 Address Server