WO2010069228A1

WO2010069228A1 - Ivr service processing method, apparatus and system based on csta

Info

Publication number: WO2010069228A1
Application number: PCT/CN2009/075314
Authority: WO
Inventors: 李建敏; 郑小盛; 胡开炎
Original assignee: 华为技术有限公司
Priority date: 2008-12-18
Filing date: 2009-12-04
Publication date: 2010-06-24
Also published as: CN101753734A

Abstract

An interactive voice response IVR service processing method based on computer supported telecommunications application CSTA protocols in the communications technology field includes the following steps: a CSTA message is constructed, in which are integrated special resource operating characteristics (10); the CSTA message with said special resource operating characteristics is transmitted to process an IVR service (11). Embodiments of the invention also provide a CSTA-based IVR service processing apparatus and system. Embodiments of the invention reduce message interaction between the computer-side and the switch-side, and improve the performance at both these sides; at the same time they satisfy customer play-and-collect requirements, and overcome the disadvantages of current CSTA protocols. They also enrich the requirements of IVR service, broaden the application field of CSTA protocols, and increase the market competitiveness of the SOFT Automatic Call Distribution SOFTACD.

Description

CSTA-based IVR service processing method, device and system

This application claims the priority of the Chinese Patent Application entitled "CSTA-based IVR Service Processing Method, Apparatus and System", filed on December 18, 2008, with the application number of 200810240194. The content is incorporated by reference in this application.

Technical field

The present invention relates to the field of communications technologies, and in particular, to an interactive voice response (IVR) service processing method, apparatus, and system based on Computer Supported Telecommunications Applications (CSTA).

Background of the invention

With the support of the CSTA protocol, when a switching device is used as a queuing machine and is used in an IVR service, there are often business requirements such as playback and number collection. The playback may include ordinary specified file name playback, and may also include text. TTS (Text To Speech) playback; the received number may include normal DTMF (Dual Tone Multiple Frequency), or may include automatic transmission and reception (ASR) Wait.

In the current CSTA protocol, the playback service and the collection service are described separately. The playback service can only carry one MessagelD, indicating normal MessagelD playback, and the receiving service can only indicate a simple number. In a scenario where multiple voices are played continuously, for example, the computing side requires the switching side to play the voice to the user: the job number* serves you; since * is an indeterminate voice, the computing side cannot carry the voice through a MessagelD, but needs It is completed by issuing Play three times. In the process of receiving the number after the playback, if the system needs to play a voice "Please enter the number", then the user will receive the number, and then according to the number entered by the user, according to the current CSTA agreement, It is divided into two services, PA and PC.

The above CSTA protocol has at least the following disadvantages in handling playback and receiving services:

Since the playback service can only carry one MessagelD, indicating the normal MessagelD playback, the receiving service can only indicate a simple number. In the above two scenarios, there will be frequent interactions between the computing side and the switching side. If there are many such service requirements, the number of interactive messages between the computing side and the switching side increases. Frequent message interactions affect various aspects of the system and impose a burden on the system.

Summary of the invention

The embodiment of the present invention provides a CSTA-based IVR service processing method, device, and system, which integrates special resource operation characteristics in the CSTA, reduces message interaction between the computing side and the switching side, and improves performance of the computing side and the switching side.

The embodiments of the present invention are implemented by the following technical solutions: An embodiment of the present invention provides an interactive voice response IVR service processing method based on a computer-supported telecommunication application protocol CSTA, including:

Constructing a CSTA message, and merging special resource operation characteristics in the CSTA message;

And sending the CSTA message that fuses the special resource operation characteristic, so that the receiving end processes the IVR service according to the special resource operation characteristic.

An embodiment of the present invention provides an interactive voice response IVR service processing apparatus based on a computer-supported telecommunications application protocol CSTA, including:

a CSTA message construction unit, configured to construct a CSTA message that fuses a special resource operation characteristic;

And a sending unit, configured to send the CSTA message of the constructed special resource operation characteristic to process the IVR service.

An embodiment of the present invention provides an interactive voice response IVR service processing system based on a computer-supported telecommunications application protocol CSTA, including:

The computing side device is configured to configure a CSTA message that fuses the operation characteristics of the special resource, and sends a request for the playback of the CSTA message in the CSTA message format, which is used to indicate that the switching device performs the related playback and receiving service;

a switching side device, configured to construct a CSTA message that fuses a special resource operation characteristic, and receives the sound receiving and collecting service request, performs a related sound collecting and collecting service according to the sound receiving and collecting service request, and sends the related sound receiving and collecting service to the computing side The device sends a notification message for starting and ending the playback and receiving service of the CSTA message format that fuses the special resource operation characteristics.

According to the technical solution provided by the foregoing embodiments of the present invention, the CSTA message of the special resource operation feature is configured to reduce the message interaction between the computing side and the switching side, and improve the performance of the computing side and the switching side. The customer's voice-receiving and receiving requirements have overcome the shortcomings of the existing CSTA protocol; it has also enriched the IVR business requirements, making the CSTA protocol application field broader and improving the market competitiveness of SOFTACD.

BRIEF DESCRIPTION OF THE DRAWINGS

1 is a flowchart of a CSTA-based IVR processing method according to an embodiment of the present invention;

2 is a schematic flowchart of an application scenario of an IVR service processing process after a CSTA protocol is implemented by using a special resource operation characteristic according to an embodiment of the present invention;

FIG. 3 is a schematic flowchart of an application scenario 2 of an IVR service processing process after a CSTA protocol is implemented by using a special resource operation characteristic according to an embodiment of the present invention;

4 is a CSTA protocol for performing an IVR service after applying a special resource operation characteristic according to an embodiment of the present invention; Process flow diagram of the application scenario;

FIG. 5 is a schematic structural diagram of a CSTA-based IVR service processing apparatus according to another embodiment of the present invention; FIG.

FIG. 6 is a schematic structural diagram of a CSTA-based IVR service processing system according to still another embodiment of the present invention.

Mode for carrying out the invention

The technical solutions in the embodiments of the present invention are clearly and completely described in the following with reference to the accompanying drawings in the embodiments of the present invention. It is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments obtained by those skilled in the art based on the embodiments of the present invention without creative efforts are within the scope of the present invention.

In the existing CVR-based IVR service applications, the following problems are often encountered:

After the user calls in, the user needs to get the price, date and other information, and the queue machine needs to play the variable sound such as price and date to the user; or

After the user calls in, the voice to be answered is a combination of voices, requiring the queue to play multiple voices at a time; or

After the user calls in, the voice to be played is TXT text, and the queue machine needs to play TTS voice; or after the user calls in, the queue machine is required to recognize the voice of the user, and provide the service required by the user according to the voice of the user.

However, due to the separate description of the existing CSTA protocol, the playback service and the collection service, the playback service can only carry one MessagelD, indicating the normal MessagelD playback, and the collection service can only indicate a simple receipt, so it cannot be satisfied. The above requirements, that is, the existing CST protocol does not support the playback of variable tones (including integer, number, time, date, amount, and decimal); can not carry the number of playback and MessagelD list; can not indicate the queue The machine plays TTS voice; the queue machine cannot be instructed to perform ASR voice recognition; the queue machine cannot be instructed to both play and receive numbers.

The CSTA protocol-based IVR service processing method provided by the embodiment of the present invention integrates special resource operation features in the CSTA protocol to solve the technical problem that the existing CSTA cannot implement.

As shown in FIG. 1 , the CSTA protocol-based IVR service processing method provided by one embodiment of the present invention includes the following steps:

Step 10: Construct a CSTA message, and fuse the special resource operation feature in the CSTA message.

The special resource operation characteristics of the embodiment of the present invention include the operation characteristics of the sound collection and collection resource, and the operation characteristics of the sound collection and collection resource include but are not limited to any one or combination of the following: the number of playback times, the structure of the playback type, and the collection No. service number length, receiving operation key, receiving time and automatic ASR voice recognition function; The merging special resource operation characteristics in the CSTA message includes:

1) adding a new playback number service command word in the CSTA to fuse the special resource operation characteristics, that is, separately defining a playback number service command word to fuse the special resource operation characteristics;

The special resource operation characteristics of the fusion include any one or combination of the following:

Extend a field to indicate the number of playbacks to resolve scenarios where the same voice is repeatedly played in some business applications;

Adding a playback type structure, the playback type structure includes any one of the following: a separate MessageE Messaged file list, a variable sound, and a text-to-speech converted TTS voice; the MessagelD file list may include various playback types. structure.

Flexible control of the number length and the collection time of the collection service; the length of the number includes the minimum receipt length and/or the maximum receipt length. The receiving operation key includes any one or combination of the following: a start key, a cancel key, and an end key of the received number.

Provide ASR speech recognition function; include any one or combination of the following: ID, credibility, and recognition duration. The new voice-receiving and collecting service integrates the sound-receiving service and the number-receiving service. It can support separate playback services, support separate number-receiving services, and support voice-receiving services.

It is to be understood that the foregoing extended functions for the CSTA protocol are only one example enumerated by the inventors. The extension of the CSTA protocol of the present invention is not limited thereto, and based on the foregoing expansion ideas, in order to solve the existing IVR service processing, Other functions that are extended by the problem that the CSTA protocol cannot solve are also within the scope of the present invention.

2) Expanded on the basis of CSTA's original playback service and/or number collection service to fuse the special resource operation features.

For the playback service, modifications and extensions can be made based on the existing CSTA playback service. Expand a field to indicate the number of playbacks, solve the situation of repeatedly playing the same voice in some business applications; increase the playback type structure, the structure can be a separate MessageID, MessagelD file list, variable sound or TTS voice to meet each Business applications.

For the collection service, it can be modified and expanded based on the existing playback service or the collection service. This structure includes normal numbering and ASR speech recognition. The common receiving number can identify some agreements of the receiving number, including the minimum receiving length and the maximum receiving length; the start button, cancel button, and end button of the received number; the first timeout period of the received number, the timeout period between the bits, and the maximum The length of the receipt, etc. ASR speech recognition can identify ASR characteristics, including identification ID, credibility, recognition duration, etc.

The CSTA message for constructing a special resource operation characteristic includes an extended sound collection and reception service and an extended playback The two parts of the collection event.

The extended playback and receiving service is mainly used to define a service interface that is sent by the computing side, and the computing side sends an indication to the switching side to perform a related playback and receiving service request through the interface that delivers the service message; The service request is a CSTA message format of the constructed special resource operation feature; an embodiment of the extended play collection service is defined as follows:

[Delivening and receiving service definition]

PlayAndCollectlnfo:: = CHOICE

{

infoToSend [0] IMPLICIT InfoToSend, [Message content only during playback] collectedInfo[l] IMPLICIT Collectedlnfo: [Message content only when receiving number] both SEQUENCE [both playback and number]

{ infoToSend [0] IMPLICIT InfoToSend,

collectedInfo[l] IMPLICIT Collectedlnfo,

Interruptable [2] IMPLICIT BOOLEAN DEFAULT FALSE

[Is it interrupted?]

}

[Playback structure definition]

InfoToSend:: = SEQUENCE

{

Message [0] IMPLICIT MessagelDEx , [playback content]

Times [1] IMPLICIT INTEGER OPTIONAL, [play times]

Duration [2] IMPLICIT INTEGER OPTIONAL, [duration]

Interval [3] IMPLICIT INTEGER OPTIONAL [play interval]

}

[Receipt number structure definition]

Collectedlnfo:: = SEQUENCE

{

digitMap [0] IMPLICIT DigitMapArgument OPTIONAL, [Ordinary number structure] asrArgument [1] IMPLICIT AsrArgument OPTIONAL [ASR speech recognition knot Structure

}

[playing content description]

MessagelDEx:: = CHOICE - normal playback structure

{

Messageld MessagelD, [playback file name]

elementaryMessagelDs SEQUENCE OF [Basic Message IDS]

{

elementaryMessagelD INTEGER

},

messagelDVList [8] IMPLICIT SEQUENCE OF MessagelDV,

[list of playback file names] variable CHOICE [release variable sound, can be the following form]

{

Integer [0] IMPLICIT INTEGER, [put integer] number [1] IMPLICIT OCTET STRING [put number] time [2] IMPLICIT OCTET STRING [time sound] date [3] IMPLICIT OCTET STRING [put date sound] price [ 4] IMPLICIT OCTET STRING, [discharge amount] dtmf [5] IMPLICIT OCTET STRING [put DTMF tone] decimal [6] IMPLICIT OCTET STRING [put decimal]

textToSpeech SEQUENCE [TTS playback structure]

{

Text CHOICE

{

File[0] IMPLICITOCTET STRING, [ TTS file name] buffi 1] IMPLICIT OCTET STRING [buffer text content]

},

controlData ControlData OPTIONAL, [ TTS playback control parameters] extensions CSTACommonArgumentsOPTIONAL [Ordinary number structure]

DigitMapArgument ::= SEQUENCE

{

minDigits [0] IMPLICIT INTEGER, [minimum number of digits] maxDigits [1] IMPLICIT INTEGER, [maximum number of digits received] startKeys [2] IMPLICIT OCTET STRING OPTIONAL, [receiving start key] cancelKeys [3] IMPLICIT OCTET STRING OPTIONAL [Received Cancel Key] endKeys [4] IMPLICIT OCTET STRING OPTIONAL, [Receive End Key] firstDigitTimeOut [5] IMPLICIT INTEGER OPTIONAL [First Time Received]

interDigitTimeOut [6] IMPLICIT INTEGER OPTIONAL, [inter-digit length] max eraCTIonTime [7] IMPLICIT INTEGER OPTIONAL, [inter-digit length] maxCollectTime [8] IMPLICIT INTEGER OPTIONAL [maximum number of receipts]

}

[ASR speech recognition structure]

AsrArgument ::= SEQUENCE

{

Grammerld [0]IMPLICIT OCTET STRING [ASR recognition grammar ID] rejectConfidence [1] IMPLICIT INTEGER OPTIONAL, [trustworthiness setting] nBest [2] IMPLICIT INTEGER OPTIONAL, [best number of results] dynGmrldList SEQUENCE OF INTEGER OPTIONAL, [Dynamic Syntax ID column noSpeechTimeout [3] IMPLICIT INTEGER OPTIONAL,

[Timeout value between the start of recognition and the user's speech]

beforStartTimeout [4]IMPLICIT INTEGER OPTIONAL,

[Timeout from detecting the user starting to speak] afterStartTimeout[5]IMPLICIT INTEGER OPTIONAL

[Timeout value from completion of speech to recognition result] }

PlayAndCollectResult: :=

CHOICE

{

Extensions CSTACommonArguments,

noData NULL

}

The extended playback and receiving event is mainly used to define an interface for the switching side to report the message to the computing side, and the switching side can use the event to notify the computing side of the start and end of the sound receiving and collecting service, that is, sending the notification to the sound receiving and collecting service. The start and end messages, the start and end messages of the play collection and reception service are CSTA message formats that fuse special resource operation characteristics. For example, the soft queue machine SOFTACD has started the playback number collection or the playback number has ended. An embodiment of the extended playback and reception event is defined as follows:

PlayAndCollectEvent:: = [UNIVERSAL 16] SEQUENCE — playback and collection event structure

{

Connection ConnectionID,

infoReportedSEQUENCE

{

digitReceived OCTET STRING OPTIONAL, [Ordinary number result] asrResult SEQUENCE OF [asr recognition result list]

SEQUENCE

{

Result OCTET STRING [Recognition result]

Confidence INTEGER (0..100), [Credit]

} OPTIONAL,

}

Cause EventCause OPTIONAL

[Event cause value, identify the cause of the event, can be used to indicate the start of the playback number, the completion of the playback number, etc.]

} Step 11: Send the CSTA message that fuses the special resource operation characteristics to process the IVR service.

After receiving the CSTA message of the special resource operation feature, the message receiving end parses the received CSTA message of the fused special resource operation characteristic, obtains the parsing result, and controls the corresponding function module according to the parsing result. Perform IVR business operations.

The application scenario of the IVR service processing by using the CSTA message after the special resource operation feature is as shown in FIG. 2 is used to solve the playback problem, as follows: The computing side requires the switching side to play the voice to the user, such as: * Serve for you, although * is an indeterminate voice, the computing side can carry the voice through a MessagelD list, instead of issuing the Hay multiple times to complete, reducing the frequent interaction between the computing side and the switching side. In addition, Play can also play time, date, money and other variable sounds as well as TXT text files for playback.

The application scenario 2 of the IVR service is processed by using the CSTA message after the special resource operation feature is integrated. As shown in FIG. 3, the method for processing the received number after the playback is as follows: The system first plays a voice to the user. After the number is received, the user is received and then processed according to the number entered by the user. According to the extended CSTA protocol, only one PLAYANDCOLLECT service can be delivered. This method reduces the message interaction between the computing side and the switching side. Improve the performance of the calculation side and the exchange side, and the like.

The application scenario 3 of the IVR service is processed by using the CSTA message after the special resource operation feature is integrated, as shown in FIG. 4, for solving the speech recognition problem, as follows: The user needs to query the location of the "** building", and the system first puts The user is prompted to say "the name you need to query", the user says "** building", the exchange side will report it to the computing side according to the recognition result, and the computing side will receive the identification result and then query, indicating the exchange side broadcast "* * The building is located at ** Road **.

It can be understood that the CSTA message processing IVR service using the fused special resource operation characteristic is only a specific example enumerated by the inventor, and the actual application may also include other functions, such as indicating the number of times the queue is played, and Play and receive numbers and so on.

The above embodiment of the present invention can not only solve the above-mentioned several scenarios by playing the CSTA message of the special resource operation characteristic: playing the variable sound such as price and date, playing the TXT text, providing the ASR voice recognition capability, and supporting the playback. No. Function, etc., meets customer needs; It also integrates special resource operation features into the CSTA protocol in a broad sense, enriching the IVR service requirements, making the CSTA protocol application field broader, improving the market competitiveness of SOFTACD, and reducing the calculation The side and exchange side messages interact to improve the performance of the computing side and the switching side. Another embodiment of the present invention provides an IVR service processing apparatus based on the CSTA protocol. The configuration shown in FIG. 5 is taken as an example. The CSTA-based IVR service processing apparatus 50 includes:

The CSTA message construction unit 500 is configured to construct a CSTA message that fuses a special resource operation characteristic; the special resource operation characteristic includes a sound emission and collection resource operation characteristic, and the sound recovery and collection resource operation characteristic includes the following but not limited to any Kind or combination: number of playback, structure of playback type, length of receiving service number, number Operation key, receiving time and automatic ASR voice recognition function;

The sending unit 501 is configured to send the CSTA message of the constructed special resource operation characteristic to process the IVR service.

The CSTA-based IVR service processing apparatus 50 may further include:

The receiving unit 502 is configured to receive a CSTA message that fuses a special resource operation characteristic.

The parsing control unit 503 is configured to parse the CSTA message of the received fused special resource operation characteristic, obtain a parsing result, and control the corresponding function module to perform an IVR service operation according to the parsing result.

The CSTA-based IVR service processing device 50 can be located on the computing side and/or the switching side.

By constructing a CSTA message that integrates special resource operation characteristics, the present embodiment can not only solve the variable sounds such as the playing price and the date, but also play the TXT text, provide the ASR voice recognition capability, and support the sound receiving and collecting functions, etc., to meet the customer demand; It enriches the IVR service requirements, makes the CSTA protocol application field wider, improves the market competitiveness of SOFTACD, reduces the message interaction between the computing side and the switching side, and improves the performance of the computing side and the switching side. A further embodiment of the present invention provides a CSTA-based IVR service processing system. As shown in FIG. 6, the system includes:

The computing side device 61 is configured to configure a CSTA message that fuses the special resource operation feature, and sends a request for the playback of the CSTA message in the CSTA message format, which is used to indicate that the switching device 62 performs the related playback and receiving service;

The switching side device 62 is configured to construct a CSTA message that fuses a special resource operation characteristic, and receives the sound receiving and collecting service request, and performs a related sound receiving and collecting service according to the sound receiving and collecting service request, and performs the calculation on the The side device 61 transmits a notification message for starting and ending the playback and reception service of the CSTA message format that fuses the special resource operation characteristics. The switching side device 62 can be a queuing machine.

The special resource operation characteristic includes a sound collection and collection resource operation characteristic, and the sound emission collection resource operation characteristic includes the following but not limited to any one or combination: the number of playback times, the structure of the playback type, and the length of the received service number The receiving operation key, the receiving time, and the automatic sending and receiving ASR voice recognition function; in the computing side device 61 and the switching side device 62, a device based on the CSTA protocol-based IVR service processing according to the above embodiment may be set to implement the configuration. CSTA message that fuses resource operation characteristics.

The system in this embodiment integrates the special resource operation features into the CSTA message, reduces the message interaction between the computing side and the switching side, improves the performance of the computing side and the switching side, and overcomes the drawbacks of the existing CSTA protocol.

In summary, the embodiment of the present invention not only can construct a CSTA message that integrates special resource operation characteristics. It solves the variable sounds such as playing price and date, plays TXT text, provides ASR voice recognition capability, and supports the function of sound recording and receiving. It satisfies the customer's needs and overcomes the drawbacks of the existing CSTA protocol. It also enriches the IVR business needs. The CSTA protocol has a wider application field, which improves the market competitiveness of SOFTACD, reduces the message interaction between the computing side and the switching side, and improves the performance of the computing side and the switching side.

It will be understood by those skilled in the art that all or part of the steps of the above embodiments may be implemented by a program to instruct related hardware, and the program may be stored in a computer readable storage medium.

The above is only a preferred embodiment of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art can easily think of changes or within the technical scope disclosed by the present invention. Alternatives are intended to be covered by the scope of the present invention. Therefore, the scope of protection of the present invention should be determined by the scope of the claims.

Claims

Rights request

1. A computer-supported telecommunication application protocol CSTA interactive voice response IVR service processing method, characterized in that it comprises:

2. The method according to claim 1, wherein the special resource operation characteristic comprises a sound collection and collection resource operation characteristic, and the sound collection and collection resource operation characteristic comprises any one or combination of the following: Number of times, structure of playback type, length of receiving number, number of operation keys, time of receiving and automatic transmission and reception of ASR voice recognition.

The method according to claim 1 or 2, wherein the special resource operation characteristics are included in the CSTA message, including:

Adding a new playback number service command word in the CSTA to fuse the special resource operation characteristics; or expanding on the CSTA original playback service and/or the number collection service to fuse the special resource operation characteristic.

The method according to claim 3, wherein the expanding the special service operation characteristics of the CSTA based on the original playback service and/or the number receiving service of the CSTA comprises:

Add one or the combination of the following to the original playback service of CSTA: the number of playback times and the type of playback type; add any one or combination of the following to the original playback or collection service of CSTA: Service number length, receiving operation key, receiving time and automatic ASR voice recognition function.

The method according to claim 4, wherein, if the number of the service number, the number of the operation keys, and the time of receiving the number are added to the original playback service of the CSTA, the receiving end is based on the special Resource operation features to handle IVR services include:

After the receiving end performs the playback service, the receiving service is performed according to the length of the receiving service number, the receiving operation key, and the receiving time.

6. The method according to claim 2, wherein the playback type structure comprises any one of the following: a separate MessageID, a Messaged file list, a variable sound, and a text-to-speech conversion TTS voice.

The method according to claim 6, wherein the receiving end processes the IVR service according to the special resource operation characteristic, including:

The receiving end plays the voice according to the MessagelD file list.

8. The method according to claim 2, wherein the length of the number receiving service number includes a minimum number Length and / or maximum length of the collection.

9. The method according to claim 2, wherein the number-receiving operation key comprises any one or combination of the following: a start key, a cancel key, and an end key of the received number.

10. The method according to claim 2, wherein the ASR speech recognition comprises any one or combination of the following: identification ID, credibility, and recognition duration.

The method of claim 1, wherein the sending the CSTA message of the merging special resource operation characteristic comprises:

The computing side sends an indication to the switching side to perform a related sound receiving and collecting service request through the interface that delivers the service message; the voice receiving and collecting service request is a CSTA message format that fuses the special resource operating characteristic;

The start and end messages of the notification sound collection and collection service sent by the switching side are received, and the start and end messages of the sound collection and collection service are CSTA message formats that fuse the special resource operation characteristics.

The method according to claim 2 or 10, wherein the receiving end processes the IVR service according to the special resource operating characteristic, including:

The receiving end automatically sends and receives ASR speech recognition, and feeds back the ASR speech recognition result.

13. A computer-supported telecommunication application protocol CSTA interactive voice response IVR service processing device, comprising:

The device of claim 13, wherein the device further comprises:

a receiving unit, configured to receive a CSTA message that fuses a special resource operation characteristic;

The parsing control unit is configured to parse the received CSTA message of the merging special resource operation characteristic, obtain a parsing result, and control the corresponding function module to perform an IVR service operation according to the parsing result.

15. A computer-supported telecommunication application protocol CSTA interactive voice response IVR service processing system, comprising:

a switching side device, configured to construct a CSTA message that fuses a special resource operation characteristic, and receives the sound receiving and collecting service request, performs a related sound collecting and collecting service according to the sound receiving and collecting service request, and sends the related sound receiving and collecting service to the computing side Equipment A notification message for starting and ending the playback and receiving service of the CSTA message format that fuses the special resource operation characteristics.

16. The system of claim 15, wherein the switching side device comprises a queuing machine.