TWM613868U - Cloud customer service intercom system - Google Patents

Abstract

A cloud customer service intercom system includes a network telephone switchboard server, a customer service intercom device and a customer intercom device. The client intercom device detects the user's trigger action and sends a call request to the VoIP switchboard server. The customer service intercom device receives the call request via the VoIP switchboard server and then responds to the customer service response action to establish a call connection with the customer intercom device.

Description

Cloud customer service intercom system

This creative department is about a customer service system, especially a cloud customer service intercom system.

At present, by setting up emergency buttons in the field, a person who needs it can press the emergency button to trigger an alarm, so that the person can obtain assistance from other personnel, usually in hospital wards and toilets in public places.

In the security application field, the emergency button can also be connected to the security host. When the user presses the emergency button, the security host receives the emergency signal and sends it to the remote control center. The control center personnel can dispatch service personnel to check and provide assistance accordingly. However, if the issuance of the emergency signal is triggered by accidental touch, or even mischief rather than an emergency, the security industry will not be able to effectively allocate service manpower to users in need, increasing labor costs and possibly delaying other users’ work. Duty processing time.

In view of this, this creation proposes a cloud customer service intercom system to solve the problem that the remote customer service cannot confirm the on-site status in the prior art.

Cloud customer service intercom system includes VoIP switchboard server, customer service intercom device and customer intercom device. The customer service intercom device can be installed on the customer service terminal and connected to the VoIP switchboard server via the network. The client intercom device can be set on the client side and connected to the VoIP switchboard server via the network. The client intercom device detects the user's trigger action and sends a call request to the VoIP switchboard server. The customer service intercom device receives the call request via the VoIP switchboard server and then responds to the customer service response action to establish a call connection with the customer intercom device.

In summary, the cloud customer service intercom system proposed by this creation can conveniently allow users to quickly and directly talk to customer service staff when needed, and the customer service staff can also confirm through the dialogue whether there are indeed users who have service needs. Non-incorrect touch, avoid waste of dispatching resources, and care for users or deter criminals through voice.

Referring to FIG. 1, it is a schematic diagram of the architecture of the cloud customer service intercom system according to the first embodiment of the creation. The cloud customer service intercom system includes an IPPBX server 1, a customer service intercom device 2 and a customer intercom device 3. The customer service intercom device 2 can be set at the customer service terminal of a business operator (such as a security business), and is connected to the VoIP switchboard server 1 via a network. The network can be a local area network or the Internet. The client intercom device 3 can be installed in the client and connected to the VoIP switchboard server 1 via a network (usually the Internet). The client intercom device 3 detects a user-triggered action (for example, pressing a button) and sends a call request to the VoIP switchboard server 1. The VoIP switchboard server 1 has an automatic switchboard function, which can distribute call requests to the customer service intercom device 2. The customer service intercom device 2 receives the call request via the VoIP switchboard server 1 and then responds to a customer service response action (for example, picking up the microphone) to establish a call connection with the customer intercom device 3. In this way, the user can directly communicate with the customer service staff of the customer service terminal through the customer intercom device 3 at the client end to obtain the required service. In addition, through the call connection, the customer service staff can confirm whether the client does have a service demand, or whether it is accidentally touched or deliberately triggered by a prank, which can save unnecessary personnel dispatch.

The service may be, for example, reporting service issues to the industry, other services of the applicant, and may provide a service application/response channel that is different from the existing services such as the Internet and telephone. The service can also be emergency rescue. For example, when a user encounters a personal safety attack, tracking or other threats, or is trapped in an elevator, top floor, basement, etc., he can ask for help from a customer service staff. The customer service staff can dispatch service staff to the scene, and can directly deter gangsters or appease users through voice conversations.

Generally speaking, the customer intercom device 3 is normally installed in a specific area, such as a lobby, a hall, a parking lot, and other areas that need to use the aforementioned services. Therefore, although FIG. 1 only shows one customer service intercom device 2, the present system is not limited to only one customer service intercom device 2, and may have multiple customer service intercom devices 2 depending on the situation. Similarly, the customer service terminal can also be equipped with multiple customer intercom devices 3, not limited to one.

In some embodiments, the call connection is a voice call connection. Based on this, the customer service intercom device 2 can be a network phone or a computer that can be connected to the Internet, equipped with a network module, radio and broadcasting related hardware (such as microphones, microphones, earphones, speakers, etc.), for customer service The interface for human operation (such as the operation panel through the buttons, the software operation screen through the touch screen or mouse control). The customer intercom device 3 is a two-way radio, with an interface (such as buttons) to detect user-triggered actions, a network module, and related hardware (such as microphones, speakers) for radio and broadcasting.

In other embodiments, the call connection is a video call connection. In other words, in addition to the aforementioned hardware, the customer intercom device 3 also has a camera that can capture the face of the user, and the customer service intercom device 2 also has a display screen that can display the captured image of the customer intercom device 3. In some embodiments, only the customer service terminal can see the user image of the client, and the customer intercom device 3 does not have a display screen (correspondingly, the customer service intercom device 2 does not have a camera), so the user cannot see the image of the customer service personnel . In other embodiments, the customer intercom device 3 has a display screen, and the customer service intercom device 2 has a camera, so that both parties can see each other's image.

Refer to FIG. 2, which is a schematic diagram of the architecture of the cloud customer service intercom system according to the second embodiment of the present creation. Compared with the first embodiment, this system further includes a guarding intercom device 4. The guard intercom device 4 can be installed on the client and connected to the VoIP switchboard server 1 via the network, and can be used by guard personnel (such as security personnel, administrators) at the client. The guard intercom device 4 can be a network phone or a computer that can be connected to the Internet, equipped with a network module, radio and broadcasting related hardware (such as microphones, microphones, earphones, speakers, etc.), for guard personnel Operation interface (such as the operation panel through the buttons, the software operation screen through the touch screen or mouse control).

The VoIP switchboard server 1 stores the setting parameters to send the call request to the customer service intercom device 2 or the guard intercom device 4 according to the one-time setting parameter. Similar to the customer service intercom device 2, the garrison intercom device 4 responds to a garrison response action (for example, picking up the microphone) after receiving the call request, and establishes a call connection with the customer intercom device 3 as described above. The time-sharing setting parameter is to set two time intervals. The call request is sent to the customer service intercom device 2 in the first time period (e.g. working time), and the call request is sent to the customer service intercom device 2 in the second time period (e.g. work time) Station guard intercom device 4. In this way, for clients that are not equipped with guards around the clock, customer service staff can provide services when there are no guards on duty.

Refer to FIG. 3, which is a schematic diagram of the architecture of the cloud customer service intercom system according to the third embodiment of the present creation. Compared with the first to second embodiments, the system further includes a control center host 5 and an IoT host 6. The control center host 5 is provided in the control center of the industry, and can be realized by one or more computer equipment. The Internet of Things host 6 is provided at the client, and can be a computing device with computing and control resources such as an embedded computing device or a computer. The control center host 5 and the Internet of Things host 6 are connected to each other via a network. Based on this, the IoT host 6 can send messages, data, etc. to the control center host 5, and the control center host 5 can also send instructions, data, etc. to the IoT host 6. In some embodiments, the IoT host 6 is connected to one or more IoT devices (such as sensors, actuators, etc.) through wired (such as RS485) or wireless communication methods (such as Bluetooth, zigbee, RF, WIFI) , Which can provide anti-theft monitoring, equipment detection, environmental monitoring, intelligent control and other functions. For example, when the security sensor connected to the IoT host 6 detects an abnormal event, the IoT host 6 will send an abnormal message to the control center host 5 so that the control personnel of the control center can see the abnormal message. And dispatched an attendant to the scene to check.

The customer intercom device 3 can also communicate with the IoT host 6 through wired (such as RS485) or wireless communication methods (such as Bluetooth, zigbee, RF, WIFI). The client intercom device 3 will detect the connection status between it and the VoIP switchboard server 1 and send the connection status information indicating the connection status to the IoT host 6. The client intercom device 3 can actively transmit the connection status information, or can respond to the request of the IoT host 6 to reply the connection status information. The transmission of connection status information can be scheduled or irregular. When the connection status is abnormal, the IoT host 6 sends a connection abnormal notification to the control center host 5. Based on this, the control personnel of the control center can send service personnel to the site to check the network faults according to the notification of the connection abnormality, and can find the connection abnormality in real time, and improve the usability of the customer intercom device 3.

In some embodiments, the client intercom device 3 includes an external wireless transmitter that communicates with the IoT host 6 via a wireless communication method (such as Bluetooth, zigbee, RF, WIFI). The wireless transmitter has digital output and input pins, which are electrically connected to the expansion signal pins of the customer intercom device 3 through the input, output and input pins to receive the electrical signal indicating the connection status, and send the connection status information to the IoT host 6.

Refer to FIG. 4, which is a schematic diagram of the architecture of the cloud customer service intercom system according to the fourth embodiment of the present creation. Compared with the first to third embodiments, the system further includes a customer database 7. The customer database 7 is implemented by a computer or server, or can be combined with the aforementioned VoIP switchboard server 1, the customer service intercom device 2 or the control center host 5. The customer database 7 stores plural customer information. Customer information may include client information (such as address) and historical customer service records. Historical customer service records are the past call connection records (or call records) made through this system, which can record the call date, initiation time, call length, number of ringing seconds, customer service personnel received, etc., and even conversation records. When a new call connection is established, the customer service intercom device 2 obtains and displays the corresponding customer information from the customer database 7 according to the currently established call connection. In this way, it can be used as a reference for customer service personnel to provide more close services that meet the needs of users.

Referring to FIG. 5, it is a schematic diagram of the architecture of the cloud customer service intercom system of the fifth embodiment of the present creation. Compared with the first to fourth embodiments, the system further includes a camera 8. The camera 8 may be a visible light camera or an infrared camera. The camera 8 is set in the environment where the client intercom device 3 is located. The IoT host 6 connects the client intercom device 3 and the camera 8 through wired (such as RS485) or wireless communication (such as Bluetooth, zigbee, RF, WIFI). The IoT host 6 receives the trigger notification from the client intercom device 3 corresponding to the user's trigger action, and links the camera 8 to take pictures according to the trigger notification, so that the event occurrence process can be recorded for subsequent review and review. The recorded images can be saved in the local end of the camera 8 or uploaded to the remote end (such as the control center host 5 or other cloud database). In some embodiments, the image is uploaded via the IoT host 6. In other embodiments, the camera 8 has a network connection function and can directly upload images.

Refer to FIG. 6, which is a schematic diagram of the architecture of the cloud customer service intercom system of the sixth embodiment of the present creation. Compared with the first to fifth embodiments, the system further includes a gate control device 9. The door control device 9 is provided on the client and connected to a controlled door (such as a straight arm fence, a telescopic fence, a horizontally movable door, a rolling door, etc.) to control the opening or closing of the controlled door. The customer service intercom device 2 provides an activation option on its operating interface, and sends a control command to the customer intercom device 3 in response to the activation of the activation option. The customer intercom device 3 responds to the control instruction to drive the door control device 9 to control the opening or closing of the controlled door. Accordingly, the customer service staff can assist the user to open or close the controlled door. For example, in the application scenario of an unmanned parking lot, such as when the license plate recognition equipment fails to correctly recognize the leaving vehicle to raise the fence arm, the user can trigger the customer intercom device 3 and ask the customer service staff to assist in controlling the fence. The arm rises.

In some embodiments, the VoIP switchboard server 1 also records the conversation process of the aforementioned call connection for subsequent retrieval when needed. The recording file may contain only the dialogue audio, or may contain both the video image and the dialogue audio. The recording file can be stored in the VoIP switchboard server 1, or in other databases.

In some embodiments, the customer intercom device 3 stores a service abnormal voice. When the call connection cannot be established within a period of time (such as 30 seconds) after the call request is made, the service abnormal voice will be played, such as "The call center is busy Online, please redial later" or "The network is unavailable for service." Based on this, the user can be prevented from waiting for a long time.

In some embodiments, the client intercom device 3 stores a network interruption voice, and the client intercom device 3 plays the network interruption voice after the call connection is interrupted for more than a period of time (such as 30 seconds), such as "The network is disconnected. Unable to service". Based on this, the user can be prevented from continuously waiting for the answer from the customer service terminal.

In some embodiments, the customer service intercom device 2 provides a call option in response to the unanswered call request on its operating interface, and establishes a call connection with the corresponding customer intercom device 3 in response to the trigger of the call option by the customer service staff. . Based on this, the customer service staff can quickly call the user back to avoid the user's delay in getting a reply.

In some embodiments, the client intercom device 3 is connected to the broadcasting device of the client. The customer service intercom device 2 provides a broadcast option on its operating interface. The customer service intercom device 2 responds to the trigger of the broadcast option by the customer service staff and sends a broadcast instruction to the customer intercom device 3 to establish a one-way call connection with the customer intercom device 3. The customer intercom device 3 responds to the broadcast instruction and switches to the broadcast device to play the voice content from the customer service intercom device 2 (customer service personnel). Based on this, customer service personnel can perform inspection tasks through voice broadcast when needed, such as regularly or irregularly, such as reminding customers of safety matters and caring for customers.

In some embodiments, the VoIP switchboard server 1 also stores a pre-recorded voice and a schedule setting, so that the customer intercom device 3 obtains and plays the pre-recorded voice from the VoIP switchboard server 1 according to the schedule setting. Based on this, customers can be reminded of safety matters, caring for customers, etc. In some embodiments, the client intercom device 3 can also play the pre-recorded voice via the connected broadcasting device. In some embodiments, before the pre-recorded voice is played, a broadcast sound effect may be played to remind the user to pay attention, or to prevent the user from being surprised by the sudden sound.

In some embodiments, the VoIP switchboard server 1 also includes signboard update information, which can be uploaded by the user. The electronic signage device of the client terminal can obtain the signage update information through the VoIP switchboard server 1 and display it accordingly. In this way, the user can conveniently update the content to be announced on the electronic signage device.

In some embodiments, the VoIP switchboard server 1 provides a background management interface, and different levels of permissions can be set for use by business management personnel, customer service personnel, client users, and security personnel. Through the background management interface, you can add the aforementioned pre-recorded voices, schedule settings, and signboard update information, and you can view the customer database 7, call recording files, and camera 8 images.

In some embodiments, the network connection between the VoIP switchboard server 1, the customer service intercom device 2, the customer intercom device 3, and the guard intercom device 4 is through a virtual private network (VPN) connection , Which can improve the security of the call connection.

In summary, the cloud customer service intercom system proposed by this creation can conveniently allow users to quickly and directly talk to customer service staff when needed, and the customer service staff can also confirm through the dialogue whether there are indeed users who have service needs. Non-incorrect touch, avoid waste of dispatching resources, and care for users or deter criminals through voice. Furthermore, by combining with the host of the Internet of Things, when the network connection is abnormal, it can be found in real time to eliminate the fault. Furthermore, it can also be combined with a camera to link the camera to record the evidence when the call is triggered. Further, the customer service staff can remotely perform gate control and directly assist the user.

1: VoIP switchboard server 2: Customer service intercom device 3: Customer intercom device 4: Garrison intercom device 5: Control center host 6: IoT host 7: Customer database 8: Camera 9: Gating device

[Figure 1] is a schematic diagram of the architecture of the cloud customer service intercom system of the first embodiment of the creation. [Figure 2] is a schematic diagram of the architecture of the cloud customer service intercom system of the second embodiment of the creation. [Figure 3] is a schematic diagram of the architecture of the cloud customer service intercom system of the third embodiment of the creation. [Figure 4] is a schematic diagram of the architecture of the cloud customer service intercom system of the fourth embodiment of the creation. [Figure 5] is a schematic diagram of the architecture of the cloud customer service intercom system of the fifth embodiment of the creation. [Figure 6] is a schematic diagram of the architecture of the cloud customer service intercom system of the sixth embodiment of the creation.

1: VoIP switchboard server

2: Customer service intercom device

3: Customer intercom device

Claims (16)

A cloud customer service intercom system, including: A VoIP switchboard server; A customer service intercom device for setting up at a customer service terminal to connect to the VoIP switchboard server via the network; and A customer intercom device for setting up a client, connecting to the VoIP switchboard server via the network, detecting a user trigger action and sending a call request to the VoIP switchboard server; the customer service intercom After receiving the call request via the VoIP switchboard server, the device responds to a customer service response action to establish a call connection with the customer intercom device. The cloud customer service intercom system as described in claim 1, further includes a guard intercom device, which is set on the client and connects to the VoIP switchboard server via a network, wherein the VoIP switchboard server is based on Set parameters in a time-sharing period, send the call request to the customer intercom device or the stationed intercom device, the stationed intercom device receives the call request and responds to a stationed guard response action to establish a connection with the client intercom device The call is connected. The cloud customer service intercom system according to claim 1 or 2, wherein the call connection is a voice call connection. The cloud customer service intercom system according to claim 1 or 2, wherein the call connection is a video call connection. The cloud customer service intercom system as described in claim 1, further including: A control center host; and An Internet of Things host for setting up the client, connecting with the control center host via the network, and communicating with the client intercom device to receive a connection status information from the client intercom device, the connection The status information indicates a connection status between the client intercom device and the VoIP switchboard server, and when the connection status is abnormal, a connection abnormality notification is sent to the control center host. The cloud customer service intercom system described in claim 1 further includes: a customer database storing plural customer information, and the customer service intercom device obtains and displays the corresponding information from the customer database according to the currently established call connection The customer information. The cloud customer service intercom system according to claim 6, wherein the customer information includes a client information and a historical customer service record. The cloud customer service intercom system as described in claim 1, further including: One control center host; A camera, set in the environment where the client intercom device is located; and An IoT host is set on the client, connects to the control center host via the network, and communicates with the client intercom device and the camera to receive the user-triggered action from the client intercom device According to the trigger notification, the camera is linked to take pictures according to the trigger notification. The cloud customer service intercom system as described in claim 1, further including: A door control device for being installed in the client terminal to communicate with the customer intercom device. The customer service intercom device provides an actuation option and sends a control command in response to the activation option. The customer intercom device responds to the Control instructions to drive the door control device. The cloud customer service intercom system according to claim 1, wherein the VoIP switchboard server also records the conversation process of the call connection. The cloud customer service intercom system according to claim 1, wherein the customer intercom device plays a service abnormal voice when the call connection cannot be established within a period of time after the call request is issued. The cloud customer service intercom system according to claim 1, wherein the customer intercom device plays a network interruption voice after the call connection is interrupted for more than a period of time. The cloud customer service intercom system according to claim 1, wherein the customer service intercom device provides a conversation option in response to the unanswered call request, and establishes the corresponding customer intercom device in response to the trigger of the conversation option Call connection. The cloud customer service intercom system according to claim 1, wherein the customer intercom device is connected to a broadcast device, the customer service intercom device provides a broadcast option, and the customer service intercom device sends a broadcast command in response to the trigger of the broadcast option To establish a one-way call connection with the customer intercom device, the customer intercom device responds to the broadcast instruction and switches to the broadcast device to play the voice content from the customer service intercom device. The cloud customer service intercom system according to claim 1, wherein the VoIP switchboard server also stores a pre-recorded voice and a schedule setting, so that the customer intercom device plays the pre-recorded voice according to the schedule setting. The cloud customer service intercom system according to claim 1, wherein the VoIP switchboard server further includes a signage update information for an electronic signage device of the client to display the signage update information.

Images