WO2007068210A1

WO2007068210A1 - A calling processing method, and an apparatus and system thereof

Info

Publication number: WO2007068210A1
Application number: PCT/CN2006/003413
Authority: WO
Inventors: Sheng Wang
Original assignee: Huawei Technologies Co., Ltd.
Priority date: 2005-12-15
Filing date: 2006-12-14
Publication date: 2007-06-21
Also published as: CN1859589A; CN1859589B

Abstract

A calling processing method and an apparatus and system, in which the said method comprises the following steps: acquires the access identifier information according to the received calling request of the calling service access number; acquires the corresponding service number according to the said service access number and the access identifier information, and forwards the said calling request to the service number. A calling control apparatus comprises: an access information database and a calling forwarding control unit; the access information database is used for storing the service access number, the access identifier information and the information corresponding to the service number; the calling forwarding control unit is used for receiving the calling request of the calling service access number, acquiring the access identifier information according to the calling request, and acquiring the service number corresponding to the service access number and the access identifier information through inquiring the said access information database, and forwards the said calling request to the service number. By receiving the user calling request through the unified service access number of the present invention, the calling request can be conveniently and easily forwarded to the user accessed service access number and to the service number corresponding to the access identifier information, the service contact inconvenience of the user caused by replacing the user manager in the enterprises can be avoided, so the adaptability of the calling processing is improved.

Description

Call processing method, device and system

Technical field

The present invention relates to the field of communications, and in particular, to a call processing method, apparatus, and system. Background of the invention

At present, some service-oriented enterprises, such as telecom operators and commercial banks, have equipped their account managers with one-to-one services for their large customers. The customers and account managers maintain long-term close contact to improve customer service quality. When the customer communicates with the account manager, the customer directly dials the account number of the account manager. The call connection process is as shown in Figure 1. - 1. The client initiates a call request, and the calling switch sends an IAM (Initial Address Message) to the called switch. , initial address message);

2. The called switch sends an ACM (Address Complete Message) to the calling switch;

3. The called switch is connected to the called number, and the called switch sends an ANM (Answer message) to the calling switch;

4. The customer talks with the account manager until the calling or called party hangs up. Figure 1 shows the situation of the called party hanging up;

5. The called switch sends a REL (Release message) message to the calling switch, instructing the calling switch to release the call.

After the call is released, the calling switch sends an RLC (Release Complete message) message to the called switch.

In the above process, the customer communicates by directly dialing the account number of the account manager. Due to the internal management needs of the enterprise, the account manager may be replaced, resulting in a change in the phone number of the account manager, so that the customer needs to constantly update and remember the new contact. The number, which brings great inconvenience to the customer's business contact, also reduces the service reputation of the company. Summary of the invention

Embodiments of the present invention provide a call processing method, apparatus, and system, which are intended to conveniently and flexibly connect a user's call request to a corresponding number.

An embodiment of the present invention provides a call processing method, including: acquiring access identification information according to a call request that receives a call service access number;

Obtaining a corresponding service number according to the service access number and the access identifier information, and receiving the call request Continue to the service number.

The present invention also provides a call control device, where the call control device includes:

The access information database is configured to store corresponding information of the service access number, the access identification information, and the service number; the call connection control unit is configured to receive a call request of the call service access number, and obtain the access identification information according to the call request, Obtaining a service number corresponding to the service access number and the access identification information by querying the access information database, and connecting the call request to the service number.

The present invention also provides a call processing system, the call processing system comprising: a switch and a call control device; a calling switch: for receiving a call request to access a service access number, and notifying the call control device, upon receiving After the call control device continues to indicate the service number, the call is connected to the service number; the call control device: corresponding information for storing the service access number, the access identification information, and the service number; After the notification of the switch, the access identifier information corresponding to the call request is obtained, and the service access number corresponding to the access and the service number corresponding to the access identifier information are obtained by querying the corresponding information, and the calling switch or The called switch is connected to the service number.

In the embodiment of the present invention, the call request of the customer is received through the unified service access number, and the call request is connected to the service number corresponding to the customer access identifier information, which can avoid contact inconvenience caused by the contact replacement, and can improve the user service experience. BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a flow chart of a call connection in the prior art;

2 is a flowchart of an implementation of processing a call request according to an embodiment of the present invention;

3 is a flow chart of a call for connecting a user's call request to a corresponding service number through an intelligent network according to an embodiment of the present invention;

4 is a schematic structural diagram of a network including a call processing apparatus according to an embodiment of the present invention;

FIG. 5 is a structural diagram of a call processing apparatus according to an embodiment of the present invention; FIG.

Figure 6 is a call flow diagram for connecting a call request of a user to a corresponding service number by a call processing apparatus in an embodiment of the present invention. Mode for carrying out the invention

The embodiments provided by the present invention will be further described in detail below with reference to the accompanying drawings.

The embodiment of the present invention receives the call request of the user through the unified service access number, and then extracts the access identification information of the user, and automatically connects the call request of the user to the service corresponding to the access identification information according to the access identification information. That is, in the embodiment of the present invention, the correspondence between the service access number, the access identifier information, and the service number is set, and the service access number of the user call and the access identifier of the user are searched from the set correspondence. The service number corresponding to the message, and then the user's call request is automatically connected to the found service number. The embodiment of the invention can conveniently and flexibly connect the user's call to the corresponding service number, thereby avoiding the inconvenience of business contact caused by the replacement of the account manager of the enterprise to the customer.

In the embodiment of the present invention, it is assumed that each enterprise may have one or more service access numbers for uniformly receiving call requests from users. Each service access number corresponds to one or more access identifier information, and the access identifier information may be a user's telephone number (a calling number when the call is initiated), or may be a user's identity code, such as an identity card number, Service password, etc., or user's business identification code, such as bank card number, insurance policy number, etc. The access identification information may also be any two or three of the calling number of the user, the identity code of the user, and the service identification code of the user. The access identification information corresponds to one or more corresponding service numbers for providing services to the user. The service number may be the office phone number or mobile phone number of the account manager. When the account manager replaces, the service number is replaced with a new account manager. Number.

FIG. 2 shows an implementation flow of a call processing method according to an embodiment of the present invention, which is described in detail as follows:

Step S201, receiving a call request for the user to dial a service access number;

Step S202, extracting access identifier information of the collected user;

In an embodiment of the present invention, when the access identifier information set by the system is the calling number of the user, the system may extract the calling number from the call request of the user without further interaction with the user.

In another embodiment of the present invention, when the access identifier information set by the system is other information of the user, for example, the access identifier information includes the foregoing identity identifier code or service identifier code, the system needs to further interact with the user, for example, The user is required to input an ID number, etc., to collect related user information of the user, and determine corresponding access identification information.

Step S203: Searching for a corresponding correspondence relationship according to the service access number accessed by the user and the access identification information of the user, to obtain a corresponding service number;

In step S204, the call request is connected to the service number corresponding to the access identifier information.

In one embodiment of the invention, call connection can be implemented over an intelligent network. The access information such as the unified service access number, the access identifier information of the user corresponding to the service access number, and the service number corresponding to the access identifier information are stored in the SCP (Service Control Point). ) in the business database. In a specific implementation, the original service database in the SCP may be extended to save the foregoing access information, or a database for storing the foregoing service data may be newly added to the SCP. The content of the access information can be based on the user's situation and Service status is updated at any time.

Figure 3 shows a call processing method and system for connecting a user's call request to a corresponding service number through an intelligent network, as described below:

I. The user dials a service access number through a communication terminal, such as a fixed telephone or a mobile phone, and the calling switch sends an IDP (Initial Detection Point) message to the SCP to trigger the smart service;

2. The SCP determines that the called party is the service access number of an enterprise, and then sends a RRBE (Request Report BCSM Event) message to monitor the caller abandonment event (if the caller answers before the subsequent call) Abandoning this call, the calling switch will report the caller abandonment event to the SCP);

3. The CTR sends a CTR (ConnectToResource, Connect to Resource) message to indicate that the calling switch establishes a connection to the voice resource; the CTR message should include the address information of the connection, and the calling switch can perform the voice resource according to the address information in the CTR message. connection.

The SCP sends a PC (PromptAnd Collective Userlnformation) message to the calling switch to prompt the user to collect the access identification information.

After the user enters the access identification information, the calling exchange machine reports the access identification information returned by the user to the SCP through a PCR (PromptAnd Collective User Integration Result, prompting and collecting user information result) message;

6. The SCP delivers the DFC (DisconnectForwardConnection) message indicating that the calling exchange has removed the connection to the voice resource.

When the calling number of the user is used as the access identification information, the SCP can directly use the calling number carried in the call request as the access identification information of the user, and collect the access in steps 3, 4, 5, and 6 of FIG. The process of identifying information can be omitted. When the user's other information, such as the user's identification code or the user's service identification code, is used as the access identification information, steps 4 and 5 of FIG. 3 may need to be repeated multiple times until the access identification information of the customer is collected;

The SCP sends the RRBE message to the calling switch to monitor the on-hook, the called no-answer, and the routing failure event. 8. The SCP sends an AC (Apply Charging) message to the calling switch to indicate the monitoring call. 9. SCP Querying the service database according to the service access number accessed by the user and the access identification information of the user to obtain the corresponding service number, and issuing a CONNECT message indicating that the calling switch is connected to the service number;

10. The calling switch and the called switch connect the call to the service number, and the user talks with the account manager until the calling or called party hangs up. Figure 3 shows the called hang up;

II. After the call is over, the calling switch reports the ACR (Apply Charging Report) call result to the SCP; 12. The calling switch reports an ERB (EventReportBCSM, BCSM Event Report) message to report an event such as hanging up;

13. The SCP delivers the RC (Release Call) to instruct the calling switch to release the call and disconnect the control relationship between the SCP and the calling switch.

In another embodiment of the present invention, call connection can be implemented by a new call processing device 300 in the network. As shown in FIG. 4, the call processing device 300 is connected to the calling switch 100 and the called switch 200 to control Complete the connection of the user to the corresponding service number.

5 shows a composition of the call processing apparatus 300, and the access information database 301 stores a service access number, access identification information corresponding to the service access number, and a service number corresponding to the access identification information, and the like. The access information, that is, the access information database 301 stores the correspondence between the service access number, the access identification information, and the service number. As described above, the access identification information may be the calling number of the user, the identity code of the user, or the service identification code of the user. '

When the access identification information includes information such as the identity code of the user or the service identification code of the user, the user information collection unit 302 interacts with the user by using voice or the like, collects access identification information of the user, and obtains the access. The identification information is supplied to the call connection control unit 303.

The call connection control unit 303 queries the access information database 301 according to the service access number accessed by the user and the access identification information of the user, obtains the service number corresponding to the service access number and the access identification information, and obtains the service number of the user. The call request is connected to the service number.

Fig. 6 shows a call processing method and system for connecting a user's call request to a corresponding service number by the call processing device 300:

1. The user dials the service access number through the communication terminal, and the calling exchange 100 transmits an IAM message to the call processing device 300;

2. The call processing device 300 determines that the called party is a service access number of an enterprise, and sends an ACM message to the calling switch 100;

3. The call processing device 300 sends an ANM message to the calling switch 100;

4. The call processing device 300 sends an access identification information collection prompt to the user by means of voice or the like, and receives the access identification information returned by the user, and determines the corresponding service access number and the access identification information returned by the user. Service number. When the calling number of the user is used as the access identifier information, the process of collecting the access identifier information in this step may be omitted. When the other information of the user is used as the access identifier information, the step may be repeated multiple times until the access identifier information of the user is collected. 5. After determining the service number, the call processing device 300 sends an IAM message to the called switch 200;

6. The called switch 200 reports an ACM message to the call processing device 300;

7. The called switch 200 reports the ANM message to the call processing device 300;

8. The called switch 200 is connected to the service number, and the client and the account manager talk until the calling or called party hangs up, and the figure shows the situation of the called party hanging up;

The called switch 200 reports a REL (Release message) to the call processing device 300, and the call processing device 300 sends a REL message to the calling switch 100, instructing the calling switch 100 to release the call.

10. After the call release is completed, the calling switch 100 reports an RLC (Release Complete message) to the call processing device 300, and the call processing device 300 sends an RLC message to the called switch 200.

In the embodiment illustrated in Figure 6, the call processing device is a network entity that is independently set up in the network, and the call processing device is the call control device. The call control device can also be an SCP. When the call control device is an SCP, the call processing method and system for implementing the call connection are as follows:

The access information set in the SCP can be stored in the access information database set in the SCP.

The user dials the service access number through a communication terminal, such as a fixed telephone or a mobile phone. The calling switch sends an IDP (Initial Detection Point) message to the SCP to trigger the intelligent service.

The call connection control unit in the SCP determines that the called party is a service access code of an enterprise, and then issues a RRBE (Request Report BCSM Event) message to monitor the caller abandonment event (if the call is followed during the subsequent call) Before the call is answered, the caller abandons the call, and the calling switch will report the caller abandonment event to the SCP.

The CTR (ConnectToResource) message sent by the user information collection unit in the SCP indicates that the calling switch establishes a connection to the voice resource. The user information collection unit sends a PC (PromptAnd Collective User Integration) message to the calling switch to prompt the user to collect the access identification information. After the user enters the access identifier information, the calling switch reports the access identifier information returned by the user to the user information collection unit in the SCP through the PCR (PromptAnd Collective User Integration Result) message. The DFC (Disconnect Forward Connection) message sent by the user information collection unit in the SCP indicates that the calling switch has removed the connection to the voice resource. The user information collecting unit provides the collected access identification information to the call connection control unit.

When the calling number of the user is used as the access identification information, the user information collecting unit in the SCP can directly The calling number carried in the call request is used as the access identification information of the user, and is provided to the connection connection control unit. The process of sending the CTR, the PC message, and the like by the user information collecting unit may be omitted. When the user's other information, such as the user's identification code or the user's service identification code, is used as the access identification information, the process of sending the PC message and the calling switch trademark PCR message by the user information collection unit may need to be repeated. The user information collection unit collects the access identification information of the customer.

The call connection control unit in the SCP sends an RRBE message to the calling switch to monitor the on-hook, the called no-answer, and the routing failure event, and sends an AC (Apply Charging) message to the calling switch to instruct the monitoring call. The call connection control unit queries the access information database according to the service access number accessed by the user and the access identification information of the user, and obtains the corresponding service number, and the call connection control unit sends a CONNECT (connection) message to indicate that the calling switch is connected to The service number.

The calling and called switches connect the call to the service number, and the user talks with the account manager until the calling or called party hangs up.

The above is only the preferred embodiment of the present invention, and is not intended to limit the present invention. Any modifications, equivalent substitutions and improvements made within the spirit and principles of the present invention should be included in the protection of the present invention. Within the scope.

Claims

Rights request

A call processing method, the method comprising:

Obtaining access identification information according to a call request that receives the call service access number;

And obtaining a corresponding service number according to the service access number and the access identification information, and connecting the call request to the service number.

The call processing method according to claim 1, wherein the access identification information comprises one or more of the following: a calling number, an identity code, and a service identifier.

The call processing method according to claim 1, wherein the obtaining the access identification information according to the call request comprises: prompting the user who initiates the call request to obtain the access identification information and receiving the access returned by the user. Identification information.

The call processing method according to claim 1, wherein the method further comprises: the calling switch connecting to the service control point to trigger the smart service according to the received call request of the call service access number;

The service control point obtains the access identifier information according to the call request, and obtains a corresponding service number according to the service access number and the access identifier information, and instructs the calling switch to connect to the service number.

5. The call processing method according to claim 1, wherein the method comprises:

The calling switch receives the call request of the call service access number to connect the call to the call processing device; the call processing device acquires the access identification information, and obtains the corresponding service number according to the service access number and the access identification information, and indicates The called switch connects the call to the service number.

The call processing method according to claim 5, wherein the obtaining, by the call processing device, the access identification information comprises: the call processing device issuing a prompt for acquiring the access identification information to the user, and receiving the access identifier returned by the user information.

A call control device, wherein the call control device includes: an access information database, configured to store service access number, access identification information, and service number corresponding information; a call connection control unit, configured to: Receiving a call request for calling the service access number, obtaining access identification information according to the call request, obtaining a service number corresponding to the service access number and the access identification information by querying the access information database, and connecting the call request Go to the service number.

8. The call control device according to claim 7, wherein the call control device further comprises:

The user information collecting unit is configured to send a prompt for obtaining the access identification information to the user, and return the user The identification information is reported to the call connection control unit.

A call processing system, characterized in that: the call processing system comprises: a switch and a call control device;

The calling switch is configured to receive a call request for accessing the service access number, and notify the call control device to connect the call to the service number after receiving the indication information of the call control device connected to the service number; The control device is configured to: store the service access number, the access identifier information, and the service number corresponding information; after receiving the notification of the calling switch, obtain the access identifier information corresponding to the call request, and query the corresponding correspondence by querying The information acquires the service access number of the access and the service number corresponding to the access identifier information, and instructs the calling exchange or the called switch to connect to the service number.

10. The system of claim 9, wherein the call control device is specifically an SCP or a call processing device.