WO2010145341A1 - Système pour position d'opérateur, et procédé de mise en œuvre pour appeler les positions d'opérateur - Google Patents

Système pour position d'opérateur, et procédé de mise en œuvre pour appeler les positions d'opérateur Download PDF

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Publication number
WO2010145341A1
WO2010145341A1 PCT/CN2010/072460 CN2010072460W WO2010145341A1 WO 2010145341 A1 WO2010145341 A1 WO 2010145341A1 CN 2010072460 W CN2010072460 W CN 2010072460W WO 2010145341 A1 WO2010145341 A1 WO 2010145341A1
Authority
WO
WIPO (PCT)
Prior art keywords
information
text
call
prompt
background
Prior art date
Application number
PCT/CN2010/072460
Other languages
English (en)
Chinese (zh)
Inventor
阮刚
郑罡
孙仁峰
罗乾鹏
Original Assignee
中兴通讯股份有限公司
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 中兴通讯股份有限公司 filed Critical 中兴通讯股份有限公司
Publication of WO2010145341A1 publication Critical patent/WO2010145341A1/fr

Links

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
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/4872—Non-interactive information services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/39—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech synthesis
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
    • H04M2203/352—In-call/conference information service
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier

Definitions

  • the process of the existing seat call is different from the terminal to the seat.
  • the wood to be solved by this solution is to provide a method of calling and calling to solve the problem of poor existingness, low efficiency and low reliability of the existing system.
  • the present provides a calling method, including the following steps to the system, search in
  • the information, the information extracted from the prompt text information will prompt the text information to highlight the sound information, broadcast prompt information.
  • the method includes the background of the search In the same broadcast voice information, broadcast background, prompt text information.
  • methods include
  • the method includes controlling the broadcast volume.
  • the information includes the following information or a combination of the port name, name, physical installation location, sensitivity, background, or call information, prompt text information, is the information content of the information or their combination
  • the content of the prompt text message is stored locally by the operation and/or by the user.
  • the system provides sound control and text synthesis.
  • the sound control is in the middle of the call, the background of the search is the same as the broadcast tone information, broadcast
  • the sound control is close, stop Prompt information and background, control prompt text information.
  • the sound control is near the broadcast tone information broadcast background control broadcast volume.
  • the information includes the following information or a combination of the port name, name, physical installation location, sensitivity, background, or call information, prompt text information, is the information content of the information or their combination
  • the system includes information and call control, in which the information stored in the call control is received in the seat call, and the tone is controlled.
  • the user edits the information in the work reminder information.
  • system including call control
  • system including message, message in all operations are busy, pick up the user, prompt the user to wait or directly leave a message, operate, the user's and message to the operation.
  • This system and the method of calling combined with multi-media, TT (ex-o-speech, text) wood, information storage wood, CT (opmp e Teepho yeao, integrated) wood, unified sheep boring event Provide the information of the sheep, with a pleasing background, a colorful reminder of the interface prompt information, and the sound can be effectively operated by the rabbit, such as the same, and other unfavorable work. This improves the ease of use, and the software can improve the work efficiency of the seat operation.
  • the idea is to pre-store the information mercury in the system, and the call information is from CT to the system.
  • TT Synthetic Wood is a special wood for God.
  • the TT engine is only large in size and does not require a lot of file support. Therefore, it can store a large amount of space, and it can be used in advance.
  • TT wood itself is very, but it is very mature commercial, there are many TT tools, than can use Microsoft's c osoF Speech S (Microsoft software tools), install and use A (The c osoH peechA, Microsoft interface) interface provided It is easy to integrate TT wood into the middle of the system, and it is convenient to broadcast the prompt tone on C.
  • the reminder system includes the following information, responsible for the management of mercury, repair, and deletion of basic information and related information.
  • the information operation can be combined with the original ones, and the information of the words of the prompt phase can be added.
  • the name, name, physical installation location, sensitivity, background, etc., the basic information and the phase information are stored in the middle, and the information is obtained.
  • Call control for example, provide call control functions for each mercury, connection, exhalation, mercury, and so on.
  • Text synthesis Text synthesis, sound control tips Text information, synthesized special tone information, anti-sound control
  • the sound control the information searched in the information, the prompt text information extracted from the information, the text composition, and the control sound information of the control broadcast text synthesis.
  • the background background full file the background and the prompt sound synchronization, whether the information will be all or part of the text on the screen in the form of text prompt information, volume control, etc., some functions can be provided by the operating system 1 .
  • the information can be provided either in the system or in the system.
  • This system can include information and search, and provides users of the web to edit their own message text (ie, prompt information). For example, if you have a disease with a complication, you will be prompted by the web or the call control to pick up the call, and send it to, by search, the user's message text is different, and the message text contains a cavity disease.
  • the call control returns, and the information can be the same as the emergency operation.
  • the near-mercurable user calls the information, and operates the important information of the user.
  • the near-providing call method includes the following steps
  • the user searches for information (including basic information and information), extracts the prompt text information prompt text information according to the sound rule, and uses the text special synthesis to prompt the text information special prompt sound information, and the broadcast nuclear sound information is in the east. Then, stop broadcasting the prompt information, and prompt the text information.
  • the calling method Before performing the calling method, it is necessary to use the information, and the different regions, the department, the importance, and the like of the different users in advance, and the different text prompt information and the prompt background are edited, and the information can be advanced, etc. Got it.
  • the sound control Before performing the calling method, it is necessary to use the sound control to pre-specify different prompting rules.
  • the components of the prompt are more than the calling part, the calling name, the location, the sheep, whether or not to broadcast, whether to block the prompt information, whether Need to synthesize the background, etc., than in the "A" type, you can specify the rule to only prompt the sheep, in the "B” type, to indicate its physical location, and so on.
  • the calling method of the present method is divided into the message of the call control CT in the user call, the phase information of the broadcast rule, the group prompting the text information, and the prompt text background is submitted to the text synthesis synthesis medium.
  • Prompt information, each Broadcast, and the volume can be, if there is no phase information, then only the background is broadcast.
  • Yusuke Santai 110/119/122) after the prompt may be child:
  • XX is very "119 Note, high-speed three-segment call 122 note, call 110 system, etc.
  • Sound termination, rules, system can be the text of the phase on the screen
  • the method and system the operation can be convenient in the user's first basic information to the user, and because the prompt information, the background sheep colorful, can provide better, rabbits with the sheep caused the operation, and improved Ease of use, and improve the efficiency of the operation.
  • 2 shows the flow of the call in the TT information prompt system.
  • the information of the system submit the prompt information to the system, the background, the background file according to The background named sound controls the specified mercury in the sound control.
  • Step 1 user step 2, the user's arrival, the result of each operation is the special message, otherwise, the call control to step 3, the call control, the sound control, Sound control
  • Step 4 the sound control follows, the search for matching information (including information) and the background information extracts the prompt text information, the user can take the user data, and then, the prompt information required by the combined elements of the prompt tone in the rule and the background step 5, sound Control the background of the broadcast on the interface Text message step 6, the sound control will prompt the text information to submit text synthesis
  • Step 7 text composition will prompt the text information special sound information, sound control broadcast prompts step 8, operation, sound termination, prompt text information can be on the screen
  • Step 9 user, step 10, if there is no manual information prompt, sound control
  • stop screen prompt text message process.
  • step 11 the information can be updated periodically or in the middle of the information.
  • step 3 above call control is also available.
  • the boring event of the sheep provides the attached information of the sheep, with a pleasing sexual background and a colorful reminder of the interface prompt information, and the sound can be effectively operated by the rabbit, such as the same, and other unfavorable work. This improves the ease of use, and the software can improve the efficiency of the seat operation.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention concerne un système pour position d'opérateur et un procédé de mise en œuvre permettant d'appeler les positions d'opérateur. Selon ce procédé, une fois que l'appel entrant est arrivé, le système pour position d'opérateur se procure dans la base de données le numéro appelant, recherche l'information de numéro correspondant au numéro appelant, et extrait de ladite information de numéro l'information textuelle d'annonce. Le système convertit alors en information d'annonce vocale le texte d'annonce, puis reproduit ladite annonce vocale. L'invention permet ainsi d'améliorer l'ergonomie des produits pour positions d'opérateur et optimise l'environnement homme-machine du logiciel, ce qui permet d'améliorer le rendement des opérateurs travaillant sur ces positions.
PCT/CN2010/072460 2009-10-23 2010-05-05 Système pour position d'opérateur, et procédé de mise en œuvre pour appeler les positions d'opérateur WO2010145341A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN200910209021.3 2009-10-23
CN2009102090213A CN102045454A (zh) 2009-10-23 2009-10-23 一种座席系统及座席呼叫的实现方法

Publications (1)

Publication Number Publication Date
WO2010145341A1 true WO2010145341A1 (fr) 2010-12-23

Family

ID=43355783

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2010/072460 WO2010145341A1 (fr) 2009-10-23 2010-05-05 Système pour position d'opérateur, et procédé de mise en œuvre pour appeler les positions d'opérateur

Country Status (2)

Country Link
CN (1) CN102045454A (fr)
WO (1) WO2010145341A1 (fr)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN102413251B (zh) * 2011-12-31 2014-11-05 携程计算机技术（上海）有限公司 一种大规模分布式呼叫中心系统
CN104754153B (zh) * 2013-12-26 2018-02-23 中国移动通信集团四川有限公司 客服系统及其客户服务方法
CN103957332A (zh) * 2014-05-19 2014-07-30 上海尚景信息技术有限公司 一种呼叫排队超时等待的方法
CN110581927A (zh) * 2018-05-21 2019-12-17 阿里巴巴集团控股有限公司 通话内容的处理及提示方法、装置
CN109040483B (zh) * 2018-08-30 2021-03-02 携程旅游信息技术（上海）有限公司 呼叫中心ivr流程确定方法、系统、设备以及存储介质
CN110677540A (zh) * 2019-09-28 2020-01-10 宏脉信息技术（广州）股份有限公司 一种医疗机构的咨询电话智能语音识别管理系统

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2001063506A1 (fr) * 2000-02-28 2001-08-30 Akitoshi Noutomi Systeme de telemarketing par terminal d'informations portable
CN1434660A (zh) * 2003-03-07 2003-08-06 天时达塑胶电子（深圳）有限公司 自动语音报号系统
CN1612579A (zh) * 2003-10-27 2005-05-04 仁宝电脑工业股份有限公司 来电语音的无线通讯装置

Family Cites Families (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1512738A (zh) * 2002-12-31 2004-07-14 北京中星微电子有限公司 通过电话振铃辨识来电者的方法

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2001063506A1 (fr) * 2000-02-28 2001-08-30 Akitoshi Noutomi Systeme de telemarketing par terminal d'informations portable
CN1434660A (zh) * 2003-03-07 2003-08-06 天时达塑胶电子（深圳）有限公司 自动语音报号系统
CN1612579A (zh) * 2003-10-27 2005-05-04 仁宝电脑工业股份有限公司 来电语音的无线通讯装置

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