WO2008077301A1 - Système pour personnaliser un service d'appel et procédé associé - Google Patents

Système pour personnaliser un service d'appel et procédé associé Download PDF

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Publication number
WO2008077301A1
WO2008077301A1 PCT/CN2007/003022 CN2007003022W WO2008077301A1 WO 2008077301 A1 WO2008077301 A1 WO 2008077301A1 CN 2007003022 W CN2007003022 W CN 2007003022W WO 2008077301 A1 WO2008077301 A1 WO 2008077301A1
Authority
WO
WIPO (PCT)
Prior art keywords
outbound call
call service
user
outbound
background server
Prior art date
Application number
PCT/CN2007/003022
Other languages
English (en)
Chinese (zh)
Inventor
Jing Wang
Chunfeng Xie
Zhen Liang
Qingfeng Deng
Original Assignee
Huawei Technologies Co., Ltd.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Huawei Technologies Co., Ltd. filed Critical Huawei Technologies Co., Ltd.
Publication of WO2008077301A1 publication Critical patent/WO2008077301A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems

Definitions

  • the present invention relates to the field of communications, and in particular, to an outbound call service customization system and method. Background technique
  • the operator uses the outbound device of the device provider to automatically send information services to designated high-volume users.
  • the service can be in the form of voice, or other multimedia forms such as mail or SMS.
  • the use of outbound equipment can complete the application of arrears, weather forecast customization, promotional advertisements, etc., while facilitating the people's lives, it also brings profits to operators and enhances their competitiveness.
  • the backend server has integrated the outbound call service into the backend server, and exposes the outbound call service function that the backend server has customized in advance through the front-end client.
  • the user uses the foreground client to enable the background server to obtain the required data for the execution of the outbound service.
  • the outbound call customization system comprises: a foreground client, configured to transmit information input by the user to the background server, and present the running status of the background server to the user; the external call service customization device is configured to be used for at least one user User requirements are analyzed, and the user requirements are converted into outbound call service information that the backend server can perform, and the outbound call service information is saved and managed; and the backend server is configured to obtain the outbound call service information from the outbound call service customization device, and according to The outbound call service information performs the outbound call service.
  • FIGS. 1A and 1B are block diagrams of an outbound call customization system in accordance with an embodiment of the present invention.
  • FIG. 4 is a block diagram of an outbound call customization system in accordance with an embodiment of the present invention.
  • the external call service customization system of the embodiment of the present invention includes: a front-end client 102, configured to transmit information input by the user to the background server, and present the running status of the background server to the user;
  • the customization device 104 is configured to analyze user requirements of at least one user, convert the user requirements into outbound call service information that the background server can perform, and save and manage the outbound call service information; and the background server 106 is configured to use the outbound call service.
  • the customization device 104 obtains the outbound call service information, and performs the outbound call service according to the outbound call service information; and the database 108 is configured to store the original data of the outbound call service.
  • the outbound call service customization device updates the original service according to the result of the requirement analysis unit; in the case that the data needs to be changed, the foreground client converts the original data input by the user into a database that can be saved. Format and update to the database; in case the configuration needs to be changed, the foreground client submits the configuration information input by the user to the background server; and in the case where there is no service satisfying the demand, the external call service customization device generates according to the user demand New outbound services, and save and manage new outbound business information.
  • step S204 includes: Step S204-2, the outbound call service customization device collects and organizes the original request put forward by the user or analyzes the user behavior to obtain the user's demand; Step S204-4, the external call service customization The device analyzes the user requirements to update the configuration of the outbound call service; in step S204-6, the user requirement is instantiated to be converted into the outbound call service information that can be executed by the background server; and in step S204-8, the outbound call service customization device saves and Manage outbound call service information and provide outbound call service information to the backend server.
  • the outbound call service generated according to the user's needs is interpreted and executed by the background server, and finally the user's needs are realized.
  • Different users can use the same or different services.
  • One user can make one or more outbound services according to their own needs.
  • the user's customized modification only needs to adjust their own outbound services without modifying the device provider. Background server.
  • Multimedia Outbound Calling Device 402 Mainly completes four functions of user demand collection, user demand analysis, user demand conversion, and outbound service management. It embodies, instantiates, and ultimately transforms the user's needs into business instructions that the back-end server can interpret and saves and manages these business instructions in some way.
  • Background server 406 The driver core of the outbound call service, which sends a request to the file server to obtain an outbound call instruction, explains the execution of these instructions, and completes the outbound call service.
  • the back-end server can work in a variety of ways, either automatically (automatically executing user-pre-customized services) or triggered (waiting for the user's command to execute the specified service). The two methods do not conflict with each other.
  • Database 408 Stores raw data for outbound traffic, such as end user information.
  • the database type is unrestricted and can be Oracle, DB2 or other types.
  • Operation system 410 The entire call center (CC) access call system can analyze according to the number sent by the background server, and finally connect the call to the designated terminal. Household.
  • FIG. 5 is a flow chart of a method for customizing an outbound call according to an embodiment of the present invention. As shown in FIG. 5, the method for customizing the outbound call includes:
  • the multimedia outbound service customization device determines whether there is a service that satisfies the requirement.
  • the multimedia outbound customization device checks whether there is a service that satisfies the requirement (avoids repeated development), if present In such a service, the multimedia outbound customization device only needs to use the service to replace the old service, and the background server can take effect at the next execution.
  • the multimedia outbound calling device will generate the outbound call service strictly according to the user requirements, and the new outbound call service is saved and managed by the multimedia outbound call customization device, and the background server can take effect when the service is executed next time. .
  • the VXML process is used as an example to describe the external call service customization method by using the prediction algorithm as a specific example.
  • the prediction algorithm is a mathematical method for adjusting the external call frequency in real time according to the device usage of the current call center.
  • the multimedia outbound custom device analyzes the new prediction algorithm Better, checks whether the new algorithm needs to be configured, whether it needs to be modified, and whether the current process can provide all the input data of the Better algorithm. If it is found that the current process cannot fully provide the data needed by the new algorithm, the multimedia The external call customization device only needs to add some new instructions for obtaining the input parameters of the prediction algorithm to the process service.vxml, and finally complete the replacement of the prediction algorithm.
  • the updated service.vxml process can directly replace the existing old files of the multimedia outbound custom device. When the "123 Quality of Service Questionnaire Outbound Call Service" is executed next month, the new prediction algorithm Better will be used.
  • whether the configuration data is immediately available depends on the implementation of the background server and does not belong to the content of the present invention.
  • the foreign business name and algorithm name used here are only a hypothetical example.

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un système pour personnaliser un service d'appel et un procédé associé. Le système comporte un client de premier plan (102) pour la transmission d'entrée d'informations par l'utilisateur à un serveur d'arrière plan (106) et la présentation de l'état du serveur d'arrière plan (106) à l'utilisateur, un appareil de personnalisation d'un service d'appel (104) pour analyser les exigences d'au moins un utilisateur, et convertir ces exigences en informations de service d'appel que le serveur d'arrière plan (106) peut exécuter, et stocker et gérer les informations du service d'appel, et un serveur d'arrière plan (106) pour obtenir des informations du service d'appel provenant de l'appareil de personnalisation du service d'appel (104) et exécuter le service d'appel sur la base de ce dernier. Ainsi, le service d'appel est évacué du serveur d'arrière plan (106) et une couche de service indépendante est formée. Ladite couche de service convertit les exigences initiales de l'utilisateur en ordres de service que le serveur d'arrière plan (106) peut comprendre. Diverses personnalisations de service sont fournies à l'utilisateur. Les exigences d'appel de l'utilisateur sont satisfaites et exécutées plus rapidement.
PCT/CN2007/003022 2006-12-27 2007-10-22 Système pour personnaliser un service d'appel et procédé associé WO2008077301A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN200610167523.0 2006-12-27
CN2006101675230A CN101009734B (zh) 2006-12-27 2006-12-27 外呼业务定制系统和方法

Publications (1)

Publication Number Publication Date
WO2008077301A1 true WO2008077301A1 (fr) 2008-07-03

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ID=38697849

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Application Number Title Priority Date Filing Date
PCT/CN2007/003022 WO2008077301A1 (fr) 2006-12-27 2007-10-22 Système pour personnaliser un service d'appel et procédé associé

Country Status (2)

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CN (1) CN101009734B (fr)
WO (1) WO2008077301A1 (fr)

Cited By (1)

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CN117812185A (zh) * 2024-02-29 2024-04-02 江苏鑫埭信息科技有限公司 一种智能外呼系统的管控方法及系统

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* Cited by examiner, † Cited by third party
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CN101009734B (zh) * 2006-12-27 2011-04-13 华为技术有限公司 外呼业务定制系统和方法
WO2011157121A2 (fr) * 2011-05-31 2011-12-22 华为技术有限公司 Procédé d'appel, serveur d'appel et système d'appel
CN106412349B (zh) * 2015-07-16 2020-12-22 中兴通讯股份有限公司 一种实现外呼系统问卷流程的方法和系统
CN109767753A (zh) * 2019-03-29 2019-05-17 北京赢和博雅文化发展有限公司 明星机器人互动方法及系统
CN111091826B (zh) * 2019-12-13 2023-09-01 中博信息技术研究院有限公司 基于深度学习和有限状态机的智能语音机器人系统

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US20020186826A1 (en) * 2001-05-16 2002-12-12 Wen-Ling Hsu Intelligent dynamic realtime feature delivery
US20030063720A1 (en) * 2001-07-13 2003-04-03 Walter Malinowski Platform for rapid development of telecommunications services
CN1592337A (zh) * 2003-09-02 2005-03-09 华为技术有限公司 实现短消息群发业务的方法及系统
CN1662003A (zh) * 2004-02-27 2005-08-31 华为技术有限公司 一种实现会话发起协议应用服务器个人业务定制的方法
US20060251233A1 (en) * 2005-05-03 2006-11-09 Mott Byron D Technique for communicating commands and parameters in an information assistance system to provide services
CN1710966A (zh) * 2005-07-08 2005-12-21 北京邮电大学 基于控制和应用分离、具有业务生成能力的智能外设系统
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CN117812185A (zh) * 2024-02-29 2024-04-02 江苏鑫埭信息科技有限公司 一种智能外呼系统的管控方法及系统
CN117812185B (zh) * 2024-02-29 2024-05-24 江苏鑫埭信息科技有限公司 一种智能外呼系统的管控方法及系统

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