WO2016041183A1

WO2016041183A1 - Method, apparatus and system for providing ivr service

Info

Publication number: WO2016041183A1
Application number: PCT/CN2014/086887
Authority: WO
Inventors: 龙院海
Original assignee: 华为技术有限公司
Priority date: 2014-09-19
Filing date: 2014-09-19
Publication date: 2016-03-24

Abstract

Disclosed are a method, apparatus and system for providing an IVR service. The method comprises: a call center platform receives an invitation message that comprises an IVR access code and is sent by an agent terminal, establishes a site, adds the agent terminal, a user terminal that currently has a call with the agent terminal and an IVR device into the site, and determines, according to the invitation message, to send to the IVR device a DTMF signal sent by the user terminal, parses the DTMF signal in information received from the user terminal and sends the parsed DTMF signal to the IVR device. Therefore, the probability of operation errors of a user can be reduced on the premise that user privacy data is prevented from being leaked, thereby solving the problem of tedious operations in the prior art when a service related to the user privacy data is provided to the user by using an IVR device.

Description

Method, device and system for providing IVR service

Technical field

Embodiments of the present invention relate to the field of communications, and, more particularly, to a method, apparatus, and system for providing an Interactive Voice Response (IVR) service.

Background technique

In the Call Centre (CC), the agent is generally provided with human services by the agent, or the IVR automatic service is provided to the user by the IVR device.

When an agent provides services to a user, it is sometimes necessary to collect user privacy data to provide services related to private data, such as collecting a user's account number and password to authenticate the user, and if the agent collects private data from the user, the presence exists. The security risk of the user's private data is revealed. Therefore, the agent terminal is generally suspended (the call between the agent and the user is interrupted), and the IVR device collects the user's private data and provides related services. After the service is completed, the agent is transferred to the agent. Continue to provide services to users.

When using the IVR device to provide users with services related to user privacy data, the user sometimes does not know how to operate, which leads to the operation failure. After the operation fails, the agent's manual service process is returned and the agent's verbal instruction is obtained. The agent terminal hangs and is re-delivered by the IVR device. The user operation is cumbersome and the experience is not good.

Summary of the invention

The embodiments of the present invention provide a method, an apparatus, and a system for providing an IVR service, which are used to solve the cumbersome operation caused by a high probability of user operation errors when using an IVR device to provide a user with a user privacy data service in the prior art. problem.

In a first aspect, a method of providing an interactive voice response IVR service is provided, the method comprising:

The call center platform receives an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an IVR access code;

The call center platform creates a site according to the invitation message, and adds the agent terminal, the user terminal currently in communication with the agent terminal, and the IVR device corresponding to the IVR access code to the site, and according to the The invitation message determines that a dual tone multi-frequency (DTMF) signal sent by the user terminal is to be sent to the IVR device;

The call center platform parses the DTMF signal from the information received from the user terminal, and sends the parsed DTMF signal to the IVR device, and sends the voice signal in the information received from the user terminal. Sending, to the agent terminal, a voice signal received from the agent terminal to the user terminal, and transmitting a voice signal received from the IVR device to the user terminal and the agent terminal.

In a first possible implementation of the first aspect, the call center platform determines, according to the invitation message, that the DTMF signal sent by the user terminal is sent to the IVR device, specifically:

When the call center platform determines that the invitation message includes a directional delivery identifier, it determines that the DTMF signal sent by the user terminal is sent to the IVR device; or

The invitation message includes a type of the invited device, and the call center platform determines, according to the type of the invited device, that the invited device is an IVR device, and determines that the DTMF signal to be sent by the user terminal is to be sent. Give the IVR device.

With reference to the first aspect, or the first possible implementation manner of the first aspect, in a second possible implementation, the call center platform sends the parsed DTMF signal to the IVR device, specifically: The call center platform sends the one-bit DTMF signal to be parsed to the IVR device every time a DTMF signal is parsed.

With reference to the first aspect or the first or second possible implementation manner of the first aspect, in a third possible implementation, the information received from the user terminal includes: the call center platform passes The audio media packet carrying the sound signal sent by the user terminal received by the media channel between the user terminals, the sound signal including the voice signal and the DTMF signal;

The call center platform parses the DTMF signal from the information received from the user terminal, and specifically includes: the call center platform is carried from the audio media package according to a frequency characteristic of the DTMF signal. Parsing the DTMF signal in the sound signal;

The call center platform sends the voice signal in the information received by the user terminal to the agent terminal, specifically: the call center platform extracts the sound signal from the audio media package, and Other sound signals other than the DTMF signal in the sound signal are transmitted to the agent terminal.

With reference to the first aspect, the first or the second possible implementation manner of the first aspect, in a fourth possible implementation, the information received from the user terminal includes: a media packet sent by the user terminal received by the media channel between the user terminals, where the media packet includes a DTMF media packet carrying the DTMF signal and an audio media packet carrying a sound signal, where the sound signal includes the voice signal;

The call center platform parses the DTMF signal from the information received from the user terminal, specifically: the call center platform identifies the DTMF media package from the media package according to a load type field in a packet header of the media packet. And parsing the DTMF signal from the DTMF media packet;

The call center platform sends the voice signal in the information received from the user terminal to the agent terminal, specifically: the call center platform is configured according to a load type field in a packet header of the media packet. The audio media packet is identified in the media package, the audio signal is extracted from the audio media packet, and the extracted audio signal is sent to the agent terminal.

With reference to the first aspect, the first or the second possible implementation manner of the first aspect, in a fifth possible implementation, the information received from the user terminal includes: received by the call center platform a signaling message carrying the DTMF signal sent by the user terminal, and an audio media packet carrying a sound signal sent by the user terminal received through a media channel between the user terminal, where the sound signal includes Speech signal

The call center platform parses the DTMF signal from the information received from the user terminal, specifically: the call center platform parses the DTMF signal from the signaling message;

The call center platform sends the voice signal in the information received by the user terminal to the agent terminal, where the call center platform carries the audio media package The sound signal is sent to the agent terminal.

In a second aspect, a method of providing an interactive voice response IVR service is provided, the method comprising:

The computer telephony integrated CTI device of the call center receives the invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an IVR access code;

The CTI device instructs the automatic call distribution ACD device of the call center to create a conference site according to the invitation message, and instructs the ACD device to connect the agent terminal, the user terminal currently talking with the agent terminal, and the IVR access. The IVR device corresponding to the code is added to the site, so that the ACD device sends a voice signal in the information received from the user terminal to the agent terminal, and sends a voice signal received from the agent terminal to the a user terminal, and transmitting a sound signal received from the IVR device to the user terminal and the agent terminal;

Determining, according to the invitation message, the dual-tone multi-frequency DTMF signal sent by the user terminal to the IVR device, and instructing the ACD device to send a DTMF signal in the information received from the user terminal. Give the IVR device.

In a first possible implementation manner of the second aspect, the determining, by the CTI device, that the DTMF signal sent by the user terminal is sent to the IVR device according to the invitation message includes:

When the CTI device determines that the invite message includes a directional delivery identifier, it determines that the DTMF signal sent by the user terminal is sent to the IVR device; or

The invitation message includes a type of the invited device, and the CTI device determines, according to the type of the invited device, that the invited device is an IVR device, and determines that the DTMF signal sent by the user terminal is to be sent to The IVR device.

With reference to the second aspect or the first possible implementation manner of the second aspect, in a second possible implementation manner, the CTI device instructs the ACD device to use the agent terminal, the user terminal, and the Before the IVR device joins the conference site, the CTI device further includes: the CTI device instructing the ACD device to block a DTMF signal in the conference site, so that the ACD device receives the voice including the DTMF signal sent by the user terminal. Removing the DTMF from the sound signal while the signal is And transmitting a sound signal from which the DTMF signal is removed to the agent terminal.

With reference to the second aspect or the first or second possible implementation manner of the second aspect, in a third possible implementation manner,

Before the ACD device sends the DTMF signal in the information received from the user terminal to the IVR device, the method further includes: receiving the site number of the site sent by the ACD, and the site of the user terminal a channel number and a site channel number of the IVR device;

The instructing the ACD device to send the DTMF signal in the information received from the user terminal to the IVR device, specifically:

Transmitting, by the ACD device, a sending and receiving number indication message, where the sending and receiving number indication message includes a site number of the site, a site channel number of the user terminal, and a site channel number of the IVR device, to indicate that the ACD device is Parsing the DTMF signal from the information received by the user terminal and transmitting the parsed DTMF signal to the IVR device; or

Sending a receiving number indication message to the ACD device, where the receiving number indication message includes a site number of the site and a site channel number of the user terminal, to indicate that the ACD device receives information from the user terminal. Parsing the DTMF signal and reporting the DTMF signal to the CTI device, and sending a PIN signal to the ACD device when the DTMF signal is reported by the ACD device, where the PIN signal includes the DTMF signal, a site number of the site and a site channel number of the IVR device to instruct the ACD device to send the DTMF signal to the IVR device.

In a third aspect, a method of providing an interactive voice response IVR service is provided, the method comprising:

The automatic call distribution of the call center ACD device creates a conference site according to the instruction of the computer telephony integrated CTI device of the call center, and adds the agent terminal, the user terminal, and the IVR device to the conference site according to the instruction of the CTI device;

The ACD device sends a voice signal in the information received from the user terminal to the agent terminal, and transmits a voice signal received from the agent terminal to the user terminal, and receives the voice signal from the IVR device. a sound signal is sent to the user terminal and the agent terminal;

The ACD device parses the DTMF signal from the information received from the user terminal according to an instruction of the CTI device, and sends the parsed DTMF signal to the IVR device.

In a first possible implementation manner of the third aspect, the ACD device further includes, before the joining, the agent terminal, the user terminal, and the IVR device according to the indication of the CTI device, Determining, according to the indication of the CTI device, that the DTMF signal in the conference site is to be shielded;

The information received from the user terminal includes an audio media packet carrying a sound signal sent by the ACD device through a media channel received between the user terminal, and the sound signal includes the voice a signal and the DTMF signal;

The ACD device parses the DTMF signal from the information received from the user terminal, specifically: the ACD device parses the DTMF from the sound signal carried by the audio media packet according to a frequency characteristic of the DTMF signal. signal;

The ACD device sends the voice signal in the information received from the user terminal to the agent terminal, specifically: the ACD device extracts the sound signal from the audio media package, from the The DTMF signal is removed from the sound signal, and the sound signal from which the DTMF signal is removed is transmitted to the agent terminal.

With reference to the third aspect, or the first possible implementation manner of the third aspect, in a second possible implementation manner, the parsing the DTMF from the information received from the user terminal according to the indication of the CTI device And the site number of the site, the site channel number of the user terminal, and the site channel number of the IVR device, where the signal is sent to the CTI device;

And the parsing the DTMF signal from the information received by the user terminal according to the indication of the CTI device, and sending the parsed DTMF signal to the IVR device, specifically:

The ACD device receives the sending and receiving number indication message including the site number of the site, the site channel number of the user terminal, and the site channel number of the IVR device, according to the site number of the site, the user. The site channel number of the terminal and the site channel number of the IVR device determine the user terminal and the IVR device that are added to the site, and are parsed from the information received from the user terminal. Transmitting the DTMF signal to the IVR device; or

And the receiving the indication message including the site number of the site and the site channel number of the user terminal, determining the joining the site according to the site number of the site and the site channel number of the user terminal. The user terminal parses the DTMF signal from the information received from the user terminal and reports it to the CTI device; and receives the DTMF signal, the site number of the site, and the site channel number of the IVR device. When the number indication message is sent, the IVR device that joins the site is determined according to the site number of the site and the site channel number of the IVR device, and the DTMF signal carried by the sending indicator message is sent to the IVR device. .

A fourth aspect provides a call center platform, where the call center platform includes a receiving module, a site management module, an information processing module, and a sending module;

The receiving module is configured to receive an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an IVR access code, and is further configured to receive information sent by the user terminal, and send by the agent terminal a voice signal and a sound signal transmitted by the IVR device;

The site management module is configured to create a site according to the invitation message received by the receiving module, and the IVR corresponding to the agent terminal, the user terminal currently talking with the agent terminal, and the IVR access code. The device joins the conference site;

The information processing module is configured to send, according to the invitation message, a dual tone multi-frequency DTMF signal sent by the user terminal to the IVR device, where the information sent by the user terminal is received by the receiving module. Parsing the DTMF signal and transmitting the parsed DTMF signal to the IVR device through the sending module, and transmitting the voice signal in the information sent by the user terminal received by the receiving module to the The agent terminal transmits the voice signal of the agent terminal received by the receiving module to the user terminal through the sending module, and passes the sound signal of the IVR device received by the receiving module to the sending module. Sending to the user terminal and the agent terminal;

The sending module is configured to send a voice signal in the information sent by the user terminal to the agent terminal, send a voice signal of the agent terminal to the user terminal, and send the IVR The sound signal of the device is sent to the user terminal and the agent terminal; and is further configured to send the DTMF signal to the IVR device.

In a first possible implementation manner of the fourth aspect, the information processing module is configured to determine, according to the invitation message, that the DTMF signal that is sent by the user terminal is to be sent to the IVR device, specifically:

The information processing module is configured to: when determining that the invitation message includes a directional delivery identifier, determine that the DTMF signal sent by the user terminal is to be sent to the IVR device; or

The invitation message includes a type of the invited device, and the information processing module is configured to: when the invited device is identified as an IVR device according to the type of the invited device, determine that the user terminal is to be sent The DTMF signal is sent to the IVR device.

With reference to the fourth aspect, or the first possible implementation manner of the fourth aspect, in a second possible implementation, the information processing module is configured to send the parsed DTMF signal to the The IVR device includes: the information processing module, configured to send the one-bit DTMF signal to be parsed to the IVR device through the sending module each time a DTMF signal is parsed.

With reference to the fourth aspect, or the first or the second possible implementation manner of the fourth aspect, in a third possible implementation, the information that is sent by the user terminal that is received by the receiving module includes: An audio media packet carrying a sound signal sent by the user terminal received by the media channel between the central platform and the user terminal, the sound signal including the voice signal and the DTMF signal;

The information processing module is configured to parse the DTMF signal from the information received from the user terminal, specifically: the information processing module is configured to use the sound signal carried by the audio media packet according to a frequency characteristic of the DTMF signal. Parsing out the DTMF signal;

The information processing module is configured to send the voice signal in the information received by the user terminal to the agent terminal, where the information processing module is configured to receive the audio media received from the receiving module. Extracting the sound signal from the packet, and dividing the sound signal by the DTMF Other sound signals than the signal are transmitted to the agent terminal through the transmitting module.

With reference to the fourth aspect, or the first or the second possible implementation manner of the fourth aspect, in a fourth possible implementation, the information that is sent by the user terminal that is received by the receiving module includes: a media packet sent by the user terminal received by the media channel between the central platform and the user terminal, where the media packet includes a DTMF media packet carrying the DTMF signal and an audio media packet carrying a sound signal, the sound signal Including the voice signal;

The information processing module is configured to parse the DTMF signal from the information received from the user terminal, specifically: the information processing module is configured to identify, according to a payload type field in a packet header of the media packet, from the media packet Deleting a DTMF media packet and parsing the DTMF signal from the DTMF media packet;

The information processing module is configured to send the voice signal in the information received by the user terminal to the agent terminal, where the information processing module is configured to: according to a load type in a packet header of the media package The field identifies the audio media package from the media package, extracts the sound signal from the audio media package, and sends the extracted sound signal to the agent terminal through the sending module.

In a fifth aspect, a computer telephony integrated CTI device is provided, the CTI device comprising a receiving module and an indicating module:

The receiving module is configured to receive an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an interactive voice response IVR access code;

The indication module is configured to: according to the invitation message received by the receiving module, instruct the automatic call distribution ACD device of the call center to create a conference site and instruct the ACD device to forward the agent terminal and the agent terminal to the call terminal. The user terminal and the IVR device corresponding to the IVR access code are added to the site, so that the ACD device sends a voice signal in the information received from the user terminal to the agent terminal, which is received from the The voice signal of the agent terminal is sent to the user terminal, and the voice signal received from the IVR device is sent to the user terminal and the agent terminal; and is further configured to determine, according to the invitation message received by the receiving module The user The dual tone multi-frequency DTMF signal sent by the terminal is sent to the IVR device, and the ACD device is instructed to send the DTMF signal in the information received from the user terminal to the IVR device.

In a first possible implementation manner of the fifth aspect, the indication module is configured to send, according to the invitation message received by the receiving module, a DTMF signal sent by the user terminal to the IVR device, specifically including :

The indication module is configured to: when determining that the invitation message includes a directional delivery identifier, determine to send a DTMF signal sent by the user terminal to the IVR device; or

The invitation message includes a type of the invited device, and the indication module is configured to determine, according to the type of the invited device, that the invited device is an IVR device, and determine a DTMF to be sent by the user terminal. A signal is sent to the IVR device.

With reference to the fifth aspect, or the first possible implementation manner of the fifth aspect, in a second possible implementation, the indication module is further configured to: instruct the ACD device to block a DTMF signal in the conference site, to And causing the ACD device to remove the DTMF signal from the sound signal when receiving the sound signal including the DTMF signal sent by the user terminal, and send the sound signal from which the DTMF signal is removed to the The agent terminal.

With reference to the fifth aspect or the first or the second possible implementation manner of the fifth aspect, in a third possible implementation, the receiving module is further configured to receive, by the ACD, the site of the site Number, the site channel number of the user terminal, and the site channel number of the IVR device;

The indication module is configured to instruct the ACD device to send the DTMF signal in the information received from the user terminal to the IVR device, specifically:

The indication module is configured to send a sending and receiving number indication message to the ACD device, where the sending and receiving number indication message includes a site number of the site, a site channel number of the user terminal, and a site channel number of the IVR device, Instructing the ACD device to parse the DTMF signal from the information received from the user terminal and send the parsed DTMF signal to the IVR device; or

The indication module is configured to send a receiving number indication message to the ACD device, where the receiving number indication message includes a site number of the site and a site channel number of the user terminal to indicate the ACD setting The DTMF signal is parsed from the information received from the user terminal and reported to the CTI device, and when the DTMF signal reported by the ACD device is received, a signaling instruction message is sent to the ACD device. The number indication message includes the DTMF signal, the site number of the site, and the site channel number of the IVR device to instruct the ACD device to send the DTMF signal to the IVR device.

In a sixth aspect, an automatic call distribution ACD device is provided, where the ACD device includes a receiving module, a site management module, an information processing module, and a sending module:

The site management module is configured to create a site according to the instruction of the computer telephony integrated CTI device, and add the agent terminal, the user terminal, and the interactive voice response IVR device to the site according to the instruction of the CTI device;

The receiving module is configured to receive information sent by the user terminal, a voice signal sent by the agent terminal, and a voice signal sent by the IVR device;

The information processing module is configured to send a voice signal in the information sent by the user terminal that is received by the receiving module to the agent terminal by using the sending module, and receive the agent terminal that is received by the receiving module The voice signal is sent to the user terminal by the sending module, and the sound signal of the IVR device received by the receiving module is sent to the user terminal and the agent terminal through the sending module; The indication of the CTI device parses the dual tone multi-frequency DTMF signal from the information sent by the user terminal, and sends the parsed DTMF signal to the IVR device through the sending module.

In a first possible implementation manner of the sixth aspect, the information processing module is further configured to: according to the indication of the CTI device, determine to block a DTMF signal in the conference site;

The information sent by the user terminal received by the receiving module includes: an audio media packet carrying a sound signal sent by the user terminal received by a media channel between the ACD device and the user terminal, the sound signal Including the voice signal and the DTMF signal;

The information processing module is configured to parse the DTMF signal from the information sent by the user terminal received by the receiving module, where the information processing module is configured to: according to the frequency of the DTMF signal Rate characteristic parsing the DTMF signal from the sound signal carried by the audio media package;

The information processing module is configured to send the voice signal in the information sent by the user terminal that is received by the receiving module to the agent terminal by using the sending module, where the information processing module is configured to: Extracting the sound signal from the audio media package, removing the DTMF signal from the sound signal, and transmitting the sound signal from which the DTMF signal is removed to the agent terminal through the sending module.

With reference to the sixth aspect, or the first possible implementation manner of the sixth aspect, in a second possible implementation, the site management module is further configured to: the agent terminal, the user terminal, and the The IVR device generates a site channel number, and sends the site number of the site, the site channel number of the agent terminal, the site channel number of the user terminal, and the site channel number of the IVR device by using the sending module. Giving the CTI;

The information processing module is configured to parse the dual tone multi-frequency DTMF signal from the information sent by the user terminal according to the indication of the CTI device, and send the parsed DTMF signal to the IVR through the sending module. Equipment, including:

The information processing module is configured to: after the receiving module receives the sending and receiving number indication message including the site number of the site, the site channel number of the user terminal, and the site channel number of the IVR device, according to the site The site number, the site channel number of the user terminal, and the site channel number of the IVR device determine the user terminal and the IVR device that join the site, and parse the DTMF signal from the information received from the user terminal. And transmitting the parsed DTMF signal to the IVR device; or

The information processing module is configured to: when the receiving module receives the receiving number indication message of the site number of the site and the site channel number of the user terminal, according to the site number of the site and the user terminal Determining, by the conference channel number, the user terminal that is added to the conference site, parsing the DTMF signal from the information received from the user terminal, and reporting the DTMF signal to the CTI device, and receiving, by the receiving module, the DTMF signal, When the site number of the site and the site number of the IVR device are sent, the site number of the site and the site channel number of the IVR device are determined. And the IVR device that is added to the site, and sends the DTMF signal to the IVR device.

According to a seventh aspect, a call center system is provided, where the call center system includes a call center platform and an agent terminal;

The call center platform is configured to receive an invitation message sent by the agent terminal, where the number of the invited device includes an interactive voice response IVR access code, create a conference site according to the invitation message, and set the conference terminal The user terminal currently in communication with the agent terminal and the IVR device corresponding to the IVR access code join the site, and is configured to determine, according to the invitation message, a dual tone multi-frequency DTMF to be sent by the user terminal. Transmitting a signal to the IVR device; further configured to parse the DTMF signal from the information received from the user terminal and send the parsed DTMF signal to the IVR device, and receive the received from the user terminal Transmitting a voice signal in the information to the agent terminal, transmitting a voice signal received from the agent terminal to the user terminal, and transmitting a voice signal received from the IVR device to the user terminal and the agent terminal;

The agent terminal is configured to send the invitation message to the call center platform, send a voice signal to the call center platform, and receive a voice signal of the user terminal sent by the call center platform and the IVR device. Sound signal.

In a first possible implementation of the seventh aspect, the call center system further includes the IVR device.

With reference to the seventh aspect, or the first possible implementation manner of the seventh aspect, in a second possible implementation, the call center platform includes a computer telephony integrated CTI device and an automatic call distribution ACD device;

The CTI device is configured to receive the invitation message, instruct the ACD device to create a site according to the invitation message, and instruct the ACD device to add the agent terminal, the user terminal, and the IVR device to the a site, and according to the invitation message, determining to send a DTMF signal sent by the user terminal to the IVR device; and further configured to instruct the ACD device to send a DTMF signal in the information received from the user terminal to the IVR device;

The ACD device is configured to create a site according to the instruction of the CTI device and according to the CTI device The instruction of 5011 joins the agent terminal, the user terminal, and the IVR device to the conference site, and sends a voice signal in the information received from the user terminal to the agent terminal, which is received from the agent. Transmitting a voice signal of the terminal to the user terminal, and transmitting a sound signal received from the IVR device to the user terminal and the agent terminal; and receiving, according to the indication of the CTI device, the received from the The DTMF signal is parsed in the information of the user terminal, and the parsed DTMF signal is sent to the IVR device.

According to the embodiment of the present invention, when the call center platform receives the invitation message sent by the agent terminal that communicates with the user terminal, the agent terminal, the user terminal, and the IVR device are all added to the conference site, and the information sent from the user terminal is sent. The parsed DTMF signal is sent to the IVR device, so that the user can communicate with the agent when receiving the service related to the user's private data provided by the IVR device to obtain the assistance of the agent, thereby reducing the user while avoiding leaking the user's private data. The probability of an operation error, thereby solving the cumbersome operation in the prior art when the IVR device is used to provide a user with a service related to user privacy data.

DRAWINGS

In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings used in the embodiments or the prior art description will be briefly described below. Obviously, the drawings in the following description are only some of the present invention. For the embodiments, those skilled in the art can obtain other drawings according to the drawings without any creative work.

1-1 to 1-2 are schematic diagrams of a networking structure of a call center system according to an embodiment of the present invention;

2-3 is a schematic flowchart of a method provided by Embodiment 1 of the present invention;

4 is a schematic structural diagram of a call center platform 500 according to Embodiment 2 of the present invention;

FIG. 5 is a schematic structural diagram of a CTI device 600 according to Embodiment 3 of the present invention;

FIG. 6 is a schematic structural diagram of an ACD device 700 according to Embodiment 4 of the present invention;

FIG. 7 is a schematic structural diagram of a call center platform 1000 according to Embodiment 5 of the present invention;

FIG. 8 is a schematic structural diagram of a CTI device 2000 according to Embodiment 6 of the present invention;

FIG. 9 is a schematic structural diagram of an ACD device 3000 according to Embodiment 7 of the present invention;

10-11 are schematic diagrams showing the structure of a call center system 5000 according to Embodiment 8 of the present invention.

detailed description

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 a part of the embodiments of the present invention, but not all 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.

1-1 is a schematic diagram of a network structure of a call center system according to an embodiment of the present invention. The call center system includes a call center platform 110, an agent terminal 120, and an IVR device 130. The user terminal 200 passes through the call center platform 110. Requesting service, the agent terminal 120 and the IVR device 130 provide services to the user terminal 200 through the call center platform 110.

As shown in FIG. 1-2, in a specific implementation, the call center platform 110 may include an ACD (Automatic Call Distribution) device 110-1 and a CTI (Computer Telephony Integration) device 110- 2, wherein the user terminal 200 requests service through the CTI device 110-2. When the agent is required to assist the user to perform the IVR operation, the CTI device 110-2 instructs the ACD device 110-1 to create a conference site and the user terminal 200, the IVR device 130, and The agent terminal 120 joins the venue.

2 is a schematic flowchart of a method according to Embodiment 1 of the present invention. The method in Embodiment 1 of the present invention can be applied to the call center system shown in FIG. 1-1.

As shown in FIG. 2, the method provided in Embodiment 1 of the present invention includes:

Step S110: The agent terminal sends an invitation message to the call center platform, where the number of the invited device included in the invitation message is an IVR access code.

The agent corresponding to the agent terminal needs to use the IVR device to provide services for the user when providing services for the user terminal. For example, if the IVR device needs to collect the user account and password to authenticate the user, the call center platform is used. Send the invitation message.

It should be noted that the agent terminal may include a communication device and an operation device, where the communication device may be an IP phone, and is used to establish a communication connection with the user terminal for the call, and the operation device may be specifically a PC. The operation interface is displayed, and the agent can perform operations such as inviting an IVR, an outbound call, and answering an incoming call through the operation interface. Accordingly, step S110 is performed by the operating device. The agent terminal can also be a device, such as a smart terminal or a PC, which can be used to establish a communication connection with the user terminal, and can also be used to display the above operation interface.

Step S120: The call center platform creates a site according to the invitation message, and adds the agent terminal, the user terminal currently in communication with the agent terminal, and the IVR device corresponding to the IVR access code to the conference site, and Determining, according to the invitation message, that the dual tone multi-frequency DTMF signal sent by the user terminal is to be sent to the IVR device.

The invited device corresponding to the number of the invited device included in the invitation message received by the call center platform may be an IVR device, or may be an agent terminal of an expert agent, another user terminal, etc., when the invited device When the IVR device is an IVR device, the call center platform needs to parse the DTMF signal sent by the user terminal and send it to the invited device. When the invited device is not an IVR device, the DTMF signal sent by the user terminal does not need to be parsed out. Sent to the invited device. Therefore, the call center platform needs to first determine whether the DTMF signal sent by the user terminal needs to be sent to the invited device.

In an implementation manner, the agent terminal carries a directional delivery identifier in the invitation message, and is used to send a DTMF signal received from the user terminal to the invited device, and correspondingly, the call center platform determines the location When the invitation message includes the directional delivery identifier, it is determined that the DTMF signal sent by the user terminal is sent to the invited device (ie, the IVR device).

In another implementation, the agent terminal carries the type of the invited device in the invitation message, and the type indicates that the invited device is an IVR device, and accordingly, the CTI device is invited according to the When the type of the device identifies that the invited device is an IVR device, it determines that the DTMF signal sent by the user terminal is to be sent to the IVR device.

Step S130: The call center platform parses the information from the information received from the user terminal. a DTMF signal and transmitting the parsed DTMF signal to the IVR device.

The information (such as an account number and a password) input by the user through the user terminal is sent to the call center platform in the form of a DTMF signal.

In general, only the IVR device can accurately determine how many DTMF signals need to be received. Therefore, the call center platform can send the parsed bit DTMF signal to the IVR every time a DTMF signal is parsed. device.

Step S140: The call center platform sends a voice signal in the information received from the user terminal to the agent terminal, and sends a voice signal received from the agent terminal to the user terminal, and receives the message from the user terminal. The sound signal of the IVR device is sent to the user terminal and the agent terminal.

When the call center platform needs to simultaneously transmit the voice signal received from the user terminal and the voice signal received from the IVR device to the agent terminal, the call center platform may first receive the voice received from the user terminal. The signal is mixed with a sound signal received from the IVR device, and the mixed sound signal is transmitted to the agent terminal. Similarly, when the call center platform needs to simultaneously transmit a voice signal received from the agent terminal and a voice signal received from the IVR device to a user terminal, the call center platform may first receive from the agent. The voice signal of the terminal is mixed with the sound signal received from the IVR device, and the mixed sound signal is transmitted to the user terminal.

It should be noted that step S140 may be performed after step 130, or may be performed before step 130.

The information carrying the DTMF signal may be an audio media packet, or a media packet of a non-audio type, or a signaling message. Accordingly, in step S130, the manner in which the call center platform parses the DTMF signal may be different. It is explained in detail by Embodiments A, B, and C, respectively.

Embodiment A: Carrying the DTMF signal through an audio media packet.

According to Embodiment A, the information received from the user terminal includes: the user terminal is open An audio media packet carrying a sound signal transmitted to the call center platform by a media channel between the call center platform, the sound signal including the voice signal and the DTMF signal. The media channel may be an RTP channel. Correspondingly, the audio media package is specifically an RTP packet carrying audio data.

In Embodiment A, the user terminal encapsulates external sound signals (such as voice signals, background sound signals, etc.) and DTMF signals acquired through the microphone in an audio media package and sends the signals to the call center platform. The DTMF signal encapsulated in the audio media packet exists in the form of a sound signal, and the frequency characteristics of the external sound signal and the DTMF signal carried in the audio media packet are different.

In step S130, the call center platform parses the DTMF signal from the sound signal carried by the audio media packet according to the frequency characteristic of the DTMF signal and sends the DTMF signal to the IVR device.

In step S140, the call center platform sends the voice signal in the information received from the user terminal to the agent terminal, specifically: the call center platform extracts the voice media package from the audio media package. The sound signal is sent to the agent terminal by a sound signal other than the DTMF signal. In a specific implementation, after the call center platform extracts the sound signal, the call center platform removes the DTMF signal from the sound signal, and sends a sound signal from which the DTMF signal is removed to the agent terminal.

It should be noted that, in the entire communication process after step S120, the external sound signal and the DTMF signal are all packaged in the audio media package in real time and sent to the call center platform. During a certain period of time, the external sound signal and the DTMF signal may exist at the same time, and the audio media package sent in this time period includes both the external sound signal and the DTMF signal, and even the same audio media package includes the external sound. Signal and DTMF signals. During a certain period of time, there may be only external sound signals or DTMF signals. For example, if the user only presses a button and does not speak in a quiet environment, then only the DTMF signal exists and there is no external sound signal. The audio media packets sent during the time period include only DTMF signals.

Embodiment B: Carrying the DTMF signal through a media packet of a non-audio type.

According to the embodiment B, the information received from the user terminal includes: a media package (such as an RTP package) sent by the user terminal to the call center platform by using a media channel between the user terminal platform and the call center platform. The media package includes a DTMF media packet carrying the DTMF signal and an audio media packet carrying a sound signal, the sound signal including the voice signal.

In Embodiment B, the user terminal encapsulates the acquired external sound signals (such as voice signals, background sound signals, etc.) in an audio media package and sends the DTMF signals to the DTMF type media package. The medium is sent to the call center platform, and the media package encapsulating the DTMF signal is referred to as a DTMF media package for the sake of simplicity of description.

Correspondingly, in step S130, the call center platform identifies a DTMF media packet from the media packet according to a payload type field in a packet header of the media packet, and parses the DTMF from the DTMF media packet. signal.

Correspondingly, in step S140, the call center platform sends the voice signal in the information received from the user terminal to the agent terminal, which specifically includes: the call center platform according to the packet header of the media package The load type field identifies the audio media package from the media package, extracts the sound signal from the audio media package, and transmits the extracted sound signal to the agent terminal.

It should be noted that, in the entire communication process after step S120, the external sound signal and the DTMF signal are all encapsulated in the media package in real time and sent to the call center platform. During a certain period of time, the external sound signal and the DTMF signal may exist at the same time, and the media packet sent in this time period includes both the audio media package carrying the external sound signal and the DTMF media package carrying the DTMF signal. During a certain period of time, there may be only external sound signals or DTMF signals. For example, if the user only presses a button and does not speak in a quiet environment, then only the DTMF signal exists and there is no external sound signal. The media package sent during the time period only includes the DTMF media package.

Embodiment C: Carrying the DTMF signal by a signaling message.

According to the embodiment C, the information received from the user terminal includes: a signaling message carrying the DTMF signal sent by the user terminal to the call center platform, and passing through the user terminal An audio media packet carrying a sound signal transmitted by the user terminal received by the media channel, the sound signal including the voice signal. For example, if the call center platform and the user terminal communicate through the SIP protocol, the signaling message may specifically be a SIP INFO message.

Correspondingly, in step S130, the call center platform parses the DTMF signal from the signaling message. The sound signal carried in the audio media package is sent to the agent terminal in step 140.

In the embodiment C, the user terminal encapsulates an external sound signal (such as a voice signal, a background sound signal) in an audio media package and sends the DTMF signal to the call center platform during the entire communication process after the step S120. The encapsulation is sent to the call center platform in a signaling message, and the call center platform parses an external sound signal from the audio media packet received from the user terminal, and sends the external sound signal to the agent terminal, and receives the user terminal from the user terminal. The signaling message parses the DTMF signal and sends it to the IVR.

In a specific implementation, the call center platform may include a CTI device and an ACD device, as shown in FIG. 1-2. FIG. 3 is a schematic flowchart of a method according to an exemplary embodiment of the present invention. The example implementation may be applied to the call center system shown in FIG. 1-2.

As shown in FIG. 3, the method provided by the example implementation manner of Embodiment 1 of the present invention includes:

Step S210: The agent terminal sends an invitation message to the CTI device of the call center, where the number of the invited device included in the invitation message is an IVR access code.

Step S220: The CTI device instructs the ACD device of the call center to create a site according to the invitation message, and instructs the ACD device to connect the agent terminal, the user terminal currently talking with the agent terminal, and the IVR access. The IVR device corresponding to the code joins the site, and determines to send the DTMF signal sent by the user terminal to the IVR device according to the invitation message.

The method further includes, before the step S220, the CTI device instructing the ACD device to call the IVR device, and performing step S220 after the call is successful. Specifically, the CTI device sends a call indication message to the ACD device, and the ACD device sends the call indication message to the IVR according to the call indication message. Sending a call request message, and returning a call indication response message indicating that the call is successful to the CTI device after receiving the success response message returned by the IVR, the CTI device determining, after the call is successful, according to the call indication response message Step S220 is performed.

In step S220, the CTI device may first send a site creation indication message to the ACD device to instruct the ACD device to create a site, and then, upon receiving the creation success message returned by the ACD device, to the ACD device. Sending a site join indication message to instruct the ACD device to join the agent terminal, the user terminal, and the IVR device to the conference site.

The ACD device may send the site number of the site to the CTI device after the site is created, and may be carried in the creation success message and returned to the CTI. After the user terminal is added to the site, the site channel number can be generated for the user terminal, and after the agent terminal is added to the site, the site channel number can be generated for the agent terminal, where the IVR device is After the site is added to the site, the site channel number can be generated for the IVR device, and the assigned site channel number is sent to the CTI.

In step S220, the CTI device determines that the DTMF signal sent by the user terminal is sent to the IVR device. The call center platform determines to send the DTMF signal sent by the user terminal to the IVR in step S140. The implementation of the device is not described here.

Step S230: The ACD device creates a site according to the instruction of the CTI device, and adds the agent terminal, the user terminal, and the IVR device to the site according to the instruction of the CTI device.

In a specific implementation manner, the ACD device interacts with the agent terminal, the user terminal, and the IVR device by using a SIP protocol, and then, in step S230, the ACD device is to the agent. The terminal, the user terminal, and the IVR device respectively send a reinvite message to join the agent terminal, the user terminal, and the IVR device to the conference site.

Step S240: The CTI device instructs the ACD device to send a DTMF signal in the information received from the user terminal to the IVR device.

In an implementation manner, the CTI device may send a sending and receiving number indication message to the ACD device, where the sending and receiving number indication message includes a site number of the site, a site channel number of the user terminal, and the IVR device. The site channel number is used to instruct the ACD device to parse the DTMF signal from the information received from the user terminal and send the parsed DTMF signal to the IVR device. Correspondingly, when receiving the sending and receiving number indication message, the ACD device determines, according to the site number of the site, the site channel number of the user terminal, and the site channel number of the IVR device, to join the site. The user terminal and the IVR device parse the DTMF signal from the information received from the user terminal and send the parsed DTMF signal to the IVR device.

In addition, the transceiver number indication message may be specifically configured to instruct the ACD device to send the one-bit DTMF signal to be parsed to the IVR device every time a bit of DTMF signal is parsed, and correspondingly, the ACD device And transmitting, according to the transceiver number indication message, the one-bit DTMF signal to be parsed every time a DTMF signal is parsed to the CTI device.

In another implementation manner, the CTI device may send a receiving number indication message to the ACD device, where the receiving number indication message includes a site number of the site and a site channel number of the user terminal to indicate The ACD device parses the DTMF signal from the information received from the user terminal and reports it to the CTI device, and sends a signal indication message to the ACD device when receiving the DTMF signal reported by the ACD device. The number indication message includes the DTMF signal, the site number of the site, and the site channel number of the IVR device to instruct the ACD device to send the DTMF signal to the IVR device. Correspondingly, when receiving the receiving indication message, the ACD device determines, according to the site number of the site and the site channel number of the user terminal, the user terminal that joins the site, and receives the user terminal from the Determining the DTMF signal in the information of the user terminal and reporting the DTMF signal to the CTI device; and, when receiving the sending indication message, determining to join the conference site according to the site number of the site and the site channel number of the IVR device. The IVR device sends the DTMF signal carried by the sending indication message to the IVR device.

In the prior art, under the premise that the ACD has established a point-to-point call with the switchboard of the external enterprise, the CTI can send the extension number (as the load) and the call sign of the call to the ACD device. The data transmission message is identified (as the destination information), and the ACD device determines the switchboard device according to the call identifier and transmits the extension number to the switchboard device. The above-mentioned issue indication message can be implemented by reusing the existing data transmission message. In specific implementation, the CTI carries the DTMF signal reported by the ACD device in a data transmission message as a load, which is received in step 220. The site number of the site and the site channel number of the IVR device are carried in the data sending message as the destination information, and the data sending message is sent to the ACD device, and the ACD device is based on the site number and the site channel. The IVR device is determined and sent to the IVR device. The DTMF signal is sent to the IVR device by reusing the encapsulation and parsing mechanism of the existing data sending message, and the existing ACD device is less modified.

In addition, the receiving indication message may be used to instruct the ACD device to report the one-bit DTMF signal to be parsed to the CTI device every time a DTMF signal is parsed, and correspondingly, the ACD device And the one-bit DTMF signal to be parsed is reported to the CTI device every time the DTMF signal is parsed.

Step S250: The ACD device parses the DTMF signal from the information received from the user terminal according to the instruction of the CTI device, and sends the parsed DTMF signal to the IVR device.

The ACD device sends the DTMF signal to the IVR device in multiple manners. Specifically, the DTMF signal is encapsulated into an audio media packet or a DTMF media packet and sent to the media channel through the IVR device. The IVR device may also carry the DTMF signal in a signaling message (such as a SIP INFO message) and send the signal to the IVR device.

Step S260: The ACD device sends a voice signal in the information received from the user terminal to the agent terminal, and sends a voice signal received from the agent terminal to the user terminal, and receives the voice signal from the A sound signal of the IVR device is transmitted to the user terminal and the agent terminal.

It should be noted that step S260 may be performed after step 250, or may be performed before step 250.

The information carrying the DTMF signal may be an audio media package, or a non-audio type media package, or a letter. Let the message, accordingly, the manner in which the ACD device parses the DTMF signal will be different in step S250, which will be described in detail below through Embodiments 1-3.

Embodiment 1: Carrying the DTMF signal through an audio media packet.

According to Embodiment 1, the information received from the user terminal includes: an audio media package carrying a sound signal sent by the user terminal to the ACD device through a media channel between the ACD device, the sound The signal includes the speech signal and the DTMF signal.

In Embodiment 1, the user terminal encapsulates external sound signals (such as voice signals, background sound signals, etc.) and DTMF signals acquired through the microphone in an audio media package and sends the signals to the ACD device. It should be noted that the DTMF signal encapsulated in the audio media packet exists in the form of a sound signal. If the sound signal of the user terminal received by the ACD device is directly sent to the agent terminal, the agent terminal receives the DTMF signal. This leads to the security risk of revealing user privacy data. Therefore, in Embodiment 1, the ACD device also needs to shield the DTMF signal from participating in the mixing.

In a specific implementation, the CTI device instructs the ACD device to block the DTMF signal in the conference site before instructing the ACD device to join the agent terminal, the user terminal, and the IVR device to the conference site. So that the ACD device removes the DTMF signal from the sound signal when receiving the sound signal including the DTMF signal transmitted by the user terminal, and transmits the sound signal from which the DTMF signal is removed. Give the agent terminal. Specifically, the site creation indication message in step 220 carries a site parameter for instructing the ACD device to block the DTMF signal in the site. Correspondingly, the ACD device determines, according to the indication of the CTI device, that the DTMF signal in the conference site is to be shielded;

In step S250, the ACD device parses the DTMF signal from the sound signal carried by the audio media packet according to the frequency characteristic of the DTMF signal.

Correspondingly, in step S260, the ACD device sends the voice signal in the information received from the user terminal to the agent terminal, specifically: the ACD device extracts from the audio media package. The sound signal, the DTMF signal is removed from the sound signal, and A sound signal from which the DTMF signal is removed is transmitted to the agent terminal.

Embodiment 2: Carrying the DTMF signal through a media packet of a non-audio type.

According to Embodiment 2, the information received from the user terminal includes: a media package sent by the user terminal to the ACD device by using a media channel between the ACD device, and the media package includes a DTMF media packet of a DTMF signal and an audio media packet carrying a sound signal, the sound signal including the voice signal.

In Embodiment 2, the user terminal encapsulates the acquired external sound signals (such as voice signals, background sound signals, etc.) in an audio media package and sends the DTMF signals in a DTMF type media package. Transmitted to the ACD device, the media package encapsulating the DTMF signal is referred to as a DTMF media packet for simplicity of description.

In step S250, the call center platform identifies a DTMF media packet from the media packet according to a payload type field in a packet header of the media packet, and parses the DTMF signal from the DTMF media packet.

Correspondingly, in step S260, the ACD device sends the voice signal in the information received from the user terminal to the agent terminal, specifically: the ACD device identifies the device from the media package. The audio media package extracts the sound signal from the audio media package, and sends the extracted sound signal to the agent terminal.

Embodiment 3: Carrying the DTMF signal by a signaling message.

According to Embodiment 3, the information received from the user terminal includes: a signaling message carrying a DTMF signal sent by the user terminal to the ACD device, and being received by a media channel between the user terminal and the user terminal. An audio media packet carrying a sound signal sent by the user terminal, where the sound signal includes the voice signal. For example, if the ACD device and the user terminal communicate through a SIP protocol, the signaling message may specifically be a SIP INFO message.

Correspondingly, in step S250, the ACD device parses the DTMF signal from the signaling message, and in step S260, sends the sound signal carried in the audio media packet to the Agent terminal.

In Embodiment 3, in the entire communication process after step S230, the user terminal encapsulates an external sound signal (such as a voice signal, a background sound signal) in an audio media package, and sends the DTMF signal to the ACD device. Sending to the ACD device in a signaling message, the ACD device parsing an external sound signal from an audio media packet received from the user terminal, and transmitting the signal to the agent terminal, and receiving signaling from the user terminal A DTMF signal is parsed in the message and sent to the IVR.

According to the method provided by Embodiment 1 of the present invention, the call center platform parses the DTMF signal from the information sent by the user terminal and sends the parsed DTMF to the IVR device, thereby preventing the agent from acquiring the DTMF signal that may carry the user privacy data; Moreover, the call center platform joins the agent terminal, the user terminal, and the IVR device to the conference site, so that the user can communicate with the agent when receiving the service provided by the IVR device to obtain the assistance of the agent, thereby reducing the probability of the user operating the error. In summary, according to the embodiment of the present invention, the probability of user operation error can be reduced under the premise of avoiding leakage of user privacy data, thereby solving the cumbersome operation of using the IVR device to provide the user with the service related to the user privacy data in the prior art. problem.

According to Embodiment 1 of the present invention, a call center platform 500 is provided in Embodiment 2 of the present invention. As shown in FIG. 4, the call center platform 500 includes: a receiving module 501, a site management module 502, an information processing module 503, and a sending module 504. .

The receiving module 501 is configured to receive an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an IVR access code, and is further configured to receive information sent by the user terminal, and voice sent by the agent terminal. a signal and a sound signal transmitted by the IVR device;

The site management module 502 is configured to create a site according to the invitation message received by the receiving module 501, and the IVR device corresponding to the agent terminal, the user terminal currently talking with the agent terminal, and the IVR access code. Join the venue;

An information processing module 503, configured to determine, according to the invitation message, that the user terminal is to be sent The DTMF signal is sent to the IVR device, and the DTMF signal is parsed from the information sent by the user terminal received by the receiving module 501, and the parsed DTMF signal is sent to the IVR device through the sending module 504. The voice signal in the information sent by the user terminal that is received by the receiving module 501 is sent to the agent terminal by the sending module 504, and the voice signal of the agent terminal received by the receiving module 501 is sent to the user by using the sending module 504. The terminal sends the sound signal of the IVR device received by the receiving module 501 to the user terminal and the agent terminal through the sending module 504;

The sending module 504 is configured to send a voice signal in the information sent by the user terminal to the agent terminal, send a voice signal of the agent terminal to the user terminal, and send a voice signal of the IVR device. And the user terminal and the agent terminal are further configured to send the DTMF signal to the IVR device.

The invited device corresponding to the number of the invited device included in the invitation message received by the receiving module 501 may be an IVR device, or may be an agent terminal of the expert agent, another user terminal, etc., when the invited device is an IVR device. The call center platform needs to parse and send the DTMF signal sent by the user terminal to the invited device. When the invited device is not an IVR device, the DTMF signal sent by the user terminal does not need to be parsed and sent to the called device. Invite the device. Therefore, the call center platform needs to first determine whether the DTMF signal sent by the user terminal needs to be sent to the invited device.

In an implementation manner, the agent terminal carries a directional delivery identifier in the invitation message, and is used to send a DTMF signal received from the user terminal to the invited device, and correspondingly, the information processing module 503 is configured to use the The request message determines to send the DTMF signal sent by the user terminal to the IVR device, and specifically includes: an information processing module 503, configured to determine, when the invitation message includes the directional delivery identifier, send the user terminal A DTMF signal is sent to the IVR device.

In another implementation manner, the agent terminal carries the type of the invited device in an invitation message, and the type indicates that the invited device is an IVR device, and correspondingly, an information processing module Block 503, configured to determine, when the invited device is an IVR device according to the type of the invited device, to send a DTMF signal sent by the user terminal to the IVR device.

In general, only the IVR device can accurately determine how many DTMF signals need to be received. Therefore, the information processing module 503 can send the parsed bit DTMF signal to the transmit module 504 every time the DTMF signal is parsed. The IVR device.

The information carrying the DTMF signal may be an audio media packet, or a non-audio type media packet, or a signaling message. Accordingly, the manner in which the information processing module 503 parses the DTMF signal may be different. Explain in detail.

In the first embodiment:

The information sent by the user terminal received by the receiving module 501 includes: an audio media packet carrying a sound signal sent by the user terminal received through a media channel between the call center platform and the user terminal, the sound signal Including the voice signal and the DTMF signal;

The information processing module 503 is configured to parse the DTMF signal from the information received from the user terminal, and specifically includes: the information processing module 503, configured to parse the sound signal carried by the audio media packet according to a frequency feature of the DTMF signal Out of the DTMF signal;

Correspondingly, the information processing module 503 is configured to send the voice signal in the information received from the user terminal to the agent terminal, where the information processing module 503 is configured to receive the audio media from the receiving module 501. The sound signal is extracted from the packet, and other sound signals other than the DTMF signal in the sound signal are sent to the agent terminal through the transmitting module 504.

In the second embodiment:

The information sent by the user terminal received by the receiving module 501 includes: a media packet sent by the user terminal received by a media channel between the call center platform and the user terminal, where the media packet includes carrying the DTMF a DTMF media packet of a signal and an audio media packet carrying a sound signal, the sound signal including the voice signal;

The information processing module 503 is configured to parse the DTMF signal from the information received from the user terminal, and specifically includes: the information processing module 503 is configured to: according to a load type field in a packet header of the media packet Identifying a DTMF media packet from the media packet and parsing the DTMF signal from the DTMF media packet;

Correspondingly, the information processing module 503 is configured to send the voice signal in the information received from the user terminal to the agent terminal, where the information processing module 503 is configured to use the load in the packet header of the media packet. The type field identifies the audio media package from the media package received by the receiving module 501, extracts the sound signal from the audio media package, and sends the extracted sound signal to the device through the sending module 504. The agent terminal.

In a third implementation manner, the information that is sent by the user terminal that is received by the receiving module 501 includes the received signaling message that is sent by the user terminal and that carries the DTMF signal, and is between the call center platform 500 and the user terminal. The audio media packet carrying the sound signal sent by the user terminal received by the media channel, the sound signal including the voice signal. The information processing module 503 is configured to parse the DTMF signal from the information received from the user terminal, and specifically includes: the information processing module 503 is configured to parse the DTMF signal from the signaling message. Correspondingly, the information processing module 503 is configured to send the voice signal in the information received from the user terminal to the agent terminal, where the information processing module 503 is configured to use the information carried in the audio media package. The voice signal is sent to the agent terminal.

The call center platform 500 described in Embodiment 2 of the present invention can be used to implement the method described in Embodiment 1 above.

According to the call center platform provided by Embodiment 2 of the present invention, the call center platform parses the DTMF signal from the information sent by the user terminal and sends the parsed DTMF to the IVR device, thereby preventing the agent from acquiring the DTMF that may carry the user's private data. The call center platform adds the agent terminal, the user terminal, and the IVR device to the conference site, so that the user can communicate with the agent when receiving the service provided by the IVR device to obtain the assistance of the agent, thereby reducing the probability of user operation errors. . In summary, according to the embodiment of the present invention, the probability of user operation error can be reduced under the premise of avoiding leakage of user privacy data, thereby solving the cumbersome operation of using the IVR device to provide the user with the service related to the user privacy data in the prior art. problem.

According to Embodiment 1 of the present invention, Embodiment 3 of the present invention provides a CTI device 600. As shown in FIG. 5, the CTI device 600 includes: a receiving module 601 and an indication module 602.

The receiving module 601 is configured to receive an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an interactive voice response IVR access code;

The indication module 602 is configured to: according to the invitation message received by the receiving module 601, instruct the ACD device of the call center to create a site and instruct the ACD device to use the agent terminal, the user terminal currently talking with the agent terminal, and the The IVR device corresponding to the IVR access code is added to the site, so that the ACD device sends a voice signal received from the user terminal to the agent terminal, and the voice signal in the information received from the agent terminal is received. Sending to the user terminal, and sending a sound signal received from the IVR device to the user terminal and the agent terminal; and determining to send the user terminal according to the invitation message received by the receiving module 601 The DTMF signal is sent to the IVR device and instructs the ACD device to transmit a DTMF signal in the information received from the user terminal to the IVR device.

The receiving module 601 is further configured to receive the site number of the site returned by the ACD, the site channel number of the user terminal, the site channel number of the agent terminal, and the site channel number of the IVR device.

In an implementation manner, the agent terminal carries a directional delivery identifier in the invitation message, and is used to send a DTMF signal received from the user terminal to the invitation target, and correspondingly, the indication module 602 is configured to determine the location When the invitation message includes the directional delivery identifier, it is determined that the DTMF signal sent by the user terminal is sent to the IVR device.

In another implementation manner, the agent terminal carries the type of the invited device in an invitation message, and the type of the invited device indicates that the invited device is an IVR device, and correspondingly, the indication module 602 is configured to: And determining, according to the type of the invited device, that the invited device is an IVR device, determining to send a DTMF signal sent by the user terminal to the IVR device.

The indication module 602 is configured to instruct the ACD device to receive the information received from the user terminal. The DTMF signal in the signal is sent to the IVR device, and there are two alternative implementations.

In an optional implementation manner, the indication module 602 is configured to send, to the ACD device, a sending and receiving number indication message, where the sending and receiving number indication message includes a site number of the site, a site channel number of the user terminal, and the A site channel number of the IVR device to instruct the ACD device to parse the DTMF signal from the information received from the user terminal and send the parsed DTMF signal to the IVR device. The site number of the site, the site channel number of the user terminal, and the site channel number of the IVR device are used by the ACD to determine the user terminal and the IVR device that join the site.

In another optional implementation, the indication module 602 is configured to send a receiving number indication message to the ACD device, where the receiving number indication message includes a site number of the site and a site channel number of the user terminal. Instructing the ACD device to parse the DTMF signal from the information received from the user terminal and report it to the CTI device, and send the DTMF signal to the ACD device when receiving the DTMF signal reported by the ACD device. The number indication message includes the DTMF signal, the site number of the site, and the site channel number of the IVR device to instruct the ACD device to send the DTMF signal to the IVR device.

In addition, the indication module 602 is further configured to instruct the ACD device to block the DTMF signal in the conference site, so that when the ACD device receives the sound signal including the DTMF signal sent by the user terminal, The DTMF signal is removed from the voice signal, and the voice signal from which the DTMF signal is removed is transmitted to the agent terminal.

The CTI device 600 described in Embodiment 3 of the present invention can be used to implement the method described in Embodiment 1 above.

The CTI device provided by Embodiment 3 of the present invention can reduce the probability of user operation errors on the premise of avoiding leakage of user privacy data, thereby solving the operation in the prior art that the IVR device is used to provide services related to user privacy data by using the IVR device. Trivial problems.

According to Embodiment 1 of the present invention, Embodiment 4 of the present invention proposes an ACD device 700, as shown in FIG. 6. As shown, the ACD device 700 includes a receiving module 701, a site management module 702, an information processing module 703, and a sending module 704.

The receiving module 701 is configured to receive information sent by the user terminal, a voice signal sent by the agent terminal, and a voice signal sent by the IVR device;

The site management module 702 is configured to create a site according to the instruction of the CTI device, and add the agent terminal, the user terminal, and the IVR device to the site according to the instruction of the CTI device; and may also be used for the agent terminal and the user. The terminal and the IVR device respectively generate a site channel number, and send, by the sending module 704, the site number of the site, the site channel number of the agent terminal, the site channel number of the user terminal, and the IVR device. The site channel number is sent to the CTI.

The information processing module 703 is configured to send the voice signal in the information sent by the user terminal received by the receiving module 701 to the agent terminal by using the sending module 704, and send the voice signal of the agent terminal received by the receiving module 701 by sending The module 704 is sent to the user terminal, and the sound signal of the IVR device received by the receiving module 701 is sent to the user terminal and the agent terminal through the sending module 704; and is further configured to: according to the instruction of the CTI device The DTMF signal is parsed in the information sent by the user terminal, and the parsed DTMF signal is sent to the IVR device through the sending module 704.

The information processing module 703 is configured to parse the DTMF signal from the information received from the user terminal according to the indication of the CTI device, and send the parsed DTMF signal to the device by using the sending module 704 according to the instruction of the CTI device. There are two ways to implement an IVR device.

In an implementation manner, the receiving module 701 is further configured to receive a sending and receiving number indication message sent by the CTI device, where the sending and receiving number indication message includes a site number of the site, a site channel number of the user terminal, and a location The site channel number of the IVR device, and the information processing module 703 is configured to: after the receiving module 701 receives the sending and receiving number indication message, according to the site number of the site, the site channel number of the user terminal, and the IVR. The site number of the device is determined to be the user terminal and the IVR device that are added to the site, and the DTMF signal is parsed from the information received from the user terminal, and the parsed DTMF signal is sent to the IVR device;

In another implementation manner, the receiving module 701 is configured to receive a receiving indication message and a sending indication message sent by the CTI device, where the receiving indication message includes a site number of the site and the user terminal. The conference channel number, the number indication message includes the DTMF signal, the site number of the site, and the site channel number of the IVR device. The information processing module 703 is specifically configured to: when the receiving module 701 receives the receiving number indication message, determine, according to the site number of the site and the site channel number of the user terminal, the user terminal that joins the site, The DTMF signal is parsed in the information received from the user terminal and reported to the CTI device, and when the receiving module 701 receives the sending indication message, according to the site number of the site and the site channel of the IVR device The number is determined to join the IVR device of the conference site, and the DTMF signal is sent to the IVR device.

The information carrying the DTMF signal may be an audio media packet, or a non-audio type media packet, or a signaling message. Accordingly, the manner in which the information processing module 703 parses the DTMF signal may be different. Explain in detail.

In the first embodiment:

The information processing module 703 is further configured to determine, according to the indication of the CTI device, that the DTMF signal in the site is to be shielded.

The information sent by the user terminal received by the receiving module 701 includes an audio media packet that is sent by the user terminal and is sent by the media channel between the ACD device and the user terminal, and the sound signal includes The voice signal and the DTMF signal.

The information processing module 703 is configured to parse the DTMF signal from the information sent by the user terminal received by the receiving module, and specifically includes: an information processing module 703, configured to receive the audio from the receiving module 701 according to a frequency characteristic of the DTMF signal. The DTMF signal is parsed in the sound signal carried by the media package.

Correspondingly, the information processing module 703 is configured to send the voice signal in the information sent by the user terminal that is received by the receiving module 701 to the agent terminal by using the sending module 704, where the information processing module 703 is configured to: Extracting the sound signal from an audio media packet, removing the DTMF signal from the sound signal, and passing the sound signal from which the DTMF signal is removed The sending module sends the sending module to the agent terminal.

In the second embodiment:

The information sent by the user terminal received by the receiving module 701 includes: a media packet sent by the user terminal received by a media channel between the call center platform and the user terminal, where the media packet includes carrying the DTMF a DTMF media packet of a signal and an audio media packet carrying a sound signal, the sound signal including the voice signal;

The information processing module 703 is configured to parse the DTMF signal from the information received from the user terminal, specifically: the information processing module 703 is configured to identify the DTMF from the media packet according to a load type field in a packet header of the media packet. Media packet, and parsing the DTMF signal from the DTMF media packet;

Correspondingly, the information processing module 703 is configured to send the voice signal received from the user terminal to the agent terminal, specifically: the information processing module 703 is configured to receive from the receiving module according to a load type field in a packet header of the media packet. The audio media packet is identified in the media packet received by the 701, the audio signal is extracted from the audio media packet, and the extracted audio signal is sent to the agent terminal by the sending module 704.

In a third implementation manner, the information that is sent by the user terminal that is received by the receiving module 701 includes: the received signaling message that is sent by the user terminal and that carries the DTMF signal, and the ACD device and the user terminal An audio media packet carrying a sound signal sent by the user terminal received by the media channel, the sound signal including the voice signal. Correspondingly, the information processing module 703 is configured to parse the DTMF signal from the information received from the user terminal, and specifically includes: the information processing module 703 is configured to parse the DTMF signal from the signaling message. The information processing module 703 is configured to send the voice signal received by the user terminal to the agent terminal, where the information processing module 703 is configured to send the sound signal carried in the audio media package to the agent. terminal.

The ACD device 700 described in Embodiment 4 of the present invention can be used to implement the method described in Embodiment 1 above.

According to the ACD device provided in Embodiment 4 of the present invention, the probability of user operation error can be reduced under the premise of avoiding leakage of user privacy data, thereby solving the operation in the prior art that the IVR device is used to provide the user with the service related to the user privacy data. Trivial problems.

According to Embodiment 1 of the present invention, Embodiment 5 of the present invention provides a call center platform 1000. As shown in FIG. 7, the call center platform 1000 includes a processor 1010 and a memory 1020, wherein the processor 1010 Communication with each other is completed by the bus between the memory 1020 and the memory 1020.

The memory 1020 is configured to store computer operation instructions. The memory 1020 may include a high speed RAM memory and may also include a non-volatile memory such as at least one disk memory.

The processor 1010 is configured to execute computer operation instructions stored in the memory 1020. The processor 1010 may be a central processing unit (CPU) and is a computer core unit.

The processor 1010 executes the computer operation instruction to cause the call center platform 1000 to perform the following operations:

Receiving an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an IVR access code;

The conference site is created according to the invitation message, and the agent terminal, the current user terminal that is currently talking with the agent terminal, and the IVR device corresponding to the IVR access code are added to the site, and determined according to the invitation message. Transmitting a dual tone multi-frequency DTMF signal sent by the user terminal to the IVR device;

Parsing the DTMF signal from the information received from the user terminal, and transmitting the parsed DTMF signal to the IVR device, and transmitting the voice signal in the information received from the user terminal to the agent terminal Transmitting a voice signal received from the agent terminal to the user terminal, and transmitting a voice signal received from the IVR device to the user terminal and the agent terminal end.

In an implementation manner, the agent terminal carries a directional delivery identifier in the invitation message, which is used to send a DTMF signal received from the user terminal to the invited device, and correspondingly, the processor 1010 executes the computer operation instruction. Specifically, the call center platform 1000 performs the following operations: when it is determined that the invitation message includes the directional delivery identifier, determining to send the DTMF signal sent by the user terminal to the IVR device.

In another implementation manner, the agent terminal carries the type of the invited device in an invitation message, and the type of the invited device indicates that the invited device is an IVR device, and correspondingly, the processor 1010 performs The computer operation instruction specifically causes the call center platform 1000 to perform an operation of: determining, according to the type of the invited device, that the invited device is an IVR device, determining to send a DTMF signal sent by the user terminal to the IVR device.

In general, only the IVR device can accurately determine how many DTMF signals need to be received. Therefore, the processor 1010 executes the computer operation instruction to specifically cause the call center platform 1000 to parse out each time a DTMF signal is parsed. A DTMF signal is sent to the IVR device.

The information carrying the DTMF signal may be an audio media packet, or a non-audio type media packet, or a signaling message. Accordingly, the processor 1010 executes the computer operating instructions such that the call center platform 1000 parses the DTMF signal. The differences are detailed below through three implementations.

In the first embodiment:

The information received from the user terminal includes an audio media packet carrying a sound signal sent by the user terminal received through a media channel between the user terminal, the sound signal including the voice signal and the Describe the DTMF signal;

Correspondingly, the processor 1010 executes the computer operation instruction to cause the call center platform 1000 to specifically perform the following operations: parsing the DTMF signal from the sound signal carried by the audio media package according to a frequency characteristic of the DTMF signal; Extracting the voice message from the audio media package And transmitting, to the agent terminal, another sound signal other than the DTMF signal in the sound signal.

In the second embodiment:

The information received from the user terminal includes a media packet sent by the user terminal received through a media channel between the user terminal, and the media packet includes a DTMF media packet carrying the DTMF signal and carrying An audio media package of a sound signal, the sound signal comprising the voice signal;

Correspondingly, the processor 1010 executes the computer operation instruction to cause the call center platform 1000 to perform an operation of: identifying a DTMF media package from the media package according to a load type field in a packet header of the media package, and from the Parsing the DTMF signal in a DTMF media packet; identifying the audio media packet from the media packet according to a payload type field in a packet header of the media packet, and extracting the sound signal from the audio media packet, The extracted sound signal is transmitted to the agent terminal.

In a third implementation manner, the information received from the user terminal includes: receiving, by the user terminal, a signaling message that carries a DTMF signal, and between the call center platform 1000 and the user terminal. The audio media packet carrying the sound signal sent by the user terminal received by the media channel, the sound signal includes the voice signal; correspondingly, the processor 1010 executes the computer operation instruction to cause the call center platform 1000 to perform the following operations: Parsing the DTMF signal from the signaling message, and transmitting the sound signal carried in the audio media packet to the agent terminal.

The call center platform 1000 described in Embodiment 5 of the present invention can be used to implement the method described in Embodiment 1 above.

According to the call center platform provided by Embodiment 5 of the present invention, the call center platform parses the DTMF signal from the information sent by the user terminal and sends the parsed DTMF to the IVR device, thereby preventing the agent from acquiring the DTMF that may carry the user's private data. Signal; moreover, the call center platform joins the agent terminal, the user terminal, and the IVR device to the site, so that the user is provided by the IVR device. The service can communicate with the agent to get the assistance of the agent, thereby reducing the chance of user error. In summary, according to the embodiment of the present invention, the probability of user operation error can be reduced under the premise of avoiding leakage of user privacy data, thereby solving the cumbersome operation of using the IVR device to provide the user with the service related to the user privacy data in the prior art. problem.

According to Embodiment 1 of the present invention, Embodiment 6 of the present invention provides a CTI device 2000. As shown in FIG. 8, the CTI device 2000 includes a processor 2010 and a memory 2020, wherein the processor 2010 and the memory Between 2020, communication between the two is completed through the bus.

The memory 2020 is configured to store computer operating instructions. The memory 2020 may include a high speed RAM memory and may also include a non-volatile memory such as at least one disk memory.

The processor 2010 is configured to execute computer operation instructions stored in the memory 2020. The processor 2010 may specifically be a central processing unit (CPU) and is a computer core unit.

The processor 2010 executes the computer operation instruction to cause the CTI device 2000 to perform the following operations:

Instructing the ACD device of the call center to create a site according to the invitation message, and instructing the ACD device to join the agent terminal, the user terminal currently talking with the agent terminal, and the IVR device corresponding to the IVR access code. Describe a venue, so that the ACD device sends a voice signal in the information received from the user terminal to the agent terminal, and sends a voice signal received from the agent terminal to the user terminal, and receives the The sound signal of the IVR device is sent to the user terminal and the agent terminal;

Determining, according to the IVR device invitation message, sending a DTMF signal sent by the user terminal to the IVR device, and instructing the ACD device to receive the information received from the user terminal A DTMF signal is sent to the IVR device.

In an implementation manner, the agent terminal carries a directional delivery identifier in the invitation message, and is used to send a DTMF signal received from the user terminal to the invited device, and accordingly, the processor 2010 executes the computer operation instruction. Specifically, the CTI device 2000 performs the following operations: when it is determined that the invitation message includes the directional delivery identifier, determining to send the DTMF signal sent by the user terminal to the IVR device.

In another implementation manner, the agent terminal carries the type of the invited device in an invitation message, and the type of the invited device indicates that the invited device is an IVR device, and accordingly, the processor 2010 performs the The computer operation instruction specifically causes the CTI device 2000 to perform an operation of: determining, according to the type of the invited device, that the invited device is an IVR device, and determining to send a DTMF signal sent by the user terminal to the IVR device.

The processor 2010 executes the computer operation instructions such that the CTI device 2000 instructs the ACD device to parse the DTMF signal from the information received from the user terminal and instruct the ACD device to transmit the parsed DTMF signal to the IVR There are two options for implementing the device.

In an optional implementation, the processor 2010 executes the computer operation instruction, so that the CTI device 2000 sends a sending and receiving number indication message to the ACD device, where the sending and receiving number indication message includes the site number of the site, and the a site channel number of the user terminal and a site channel number of the IVR device to instruct the ACD device to parse the DTMF signal from the information received from the user terminal and send the parsed DTMF signal to the IVR device .

In another optional implementation manner, the processor 2010 executes the computer operation instruction, so that the CTI device 2000 sends a receiving number indication message to the ACD device, where the receiving number indication message includes the site number and location of the conference site. a site channel number of the user terminal, to indicate that the ACD device parses the DTMF signal from the information received from the user terminal, and reports the DTMF signal to the CTI device, and when receiving the DTMF signal reported by the ACD device And sending, to the ACD device, a sending indication message, where the sending indication message includes the DTMF signal, a site number of the site, and a site channel number of the IVR device, to indicate that the ACD device uses the DTMF A signal is sent to the IVR device.

In addition, the processor 2010 may further execute the computer operation instruction, so that the CTI device 2000 further performs an operation of: instructing the ACD device to block a DTMF signal in the site, so that the ACD device sends the user terminal to receive When the sound signal of the DTMF signal is included, the DTMF signal is removed from the sound signal, and the sound signal from which the DTMF signal is removed is transmitted to the agent terminal.

The CTI device 2000 described in Embodiment 6 of the present invention can be used to implement the method described in Embodiment 1 above.

According to the CTI device provided by Embodiment 6 of the present invention, the probability of user operation error can be reduced under the premise of avoiding leakage of user privacy data, thereby solving the operation in the prior art that the IVR device is used to provide the user with the service related to the user privacy data. Trivial problems.

According to Embodiment 1 of the present invention, Embodiment 7 of the present invention provides an ACD device 3000. As shown in FIG. 9, the ACD device 3000 includes a processor 3010 and a memory 3020, wherein the processor 3010 and the memory The 3020 communicates with each other through the bus.

The memory 3020 is configured to store computer operation instructions. The memory 3020 may include a high speed RAM memory and may also include a non-volatile memory such as at least one disk memory.

The processor 3010 is configured to execute computer operation instructions stored in the memory 3020. The processor 3010 may specifically be a central processing unit (CPU) and is a computer core unit.

The processor 3010 executes the computer operation instruction to cause the ACD device 3000 to perform the following operations:

Establishing a site according to the instruction of the CTI device of the call center, and adding the agent terminal, the user terminal, and the IVR device to the site according to the instruction of the CTI device;

Transmitting a voice signal in the information received from the user terminal to the agent terminal, transmitting a voice signal received from the agent terminal to the user terminal, and receiving the data from the IVR a standby sound signal is sent to the user terminal and the agent terminal;

Determining a DTMF signal from the information received from the user terminal according to an indication of the CTI device, and transmitting the parsed DTMF signal to the IVR device.

The processor 3010 executes the computer operation instructions such that the ACD device 3000 parses the DTMF signal from the information received from the user terminal according to the indication of the CTI device, and parses the DTMF signal according to the instruction of the CTI device. There are two alternative implementations that are sent to the IVR device.

In an optional implementation, the processor 3010 executes the computer operation instruction to specifically enable the ACD device 3000 to receive the site number of the site, the site channel number and the location of the user terminal that are sent by the CTI device. After the sending and receiving number indication message of the site channel number of the IVR device, the user terminal that joins the site is determined according to the site number of the site, the site channel number of the user terminal, and the site channel number of the IVR device. The IVR device parses the DTMF signal from the information received from the user terminal and transmits the parsed DTMF signal to the IVR device.

In another optional implementation, the processor 3010 executes the computer operation instruction, so that the ACD device 3000 receives the site number including the site and the site channel number of the user terminal that is sent by the CTI device. After receiving the indication message, the user terminal joining the conference site is determined according to the site number of the site and the site channel number of the user terminal, and the DTMF signal is parsed from the information received from the user terminal and reported to the site. The CTI device, and when receiving the sending indication message including the DTMF signal, the site number of the site, and the site channel number of the IVR device, according to the site number of the site The site channel number of the IVR device determines the IVR device that joins the site, and sends the DTMF signal to the IVR device.

The information carrying the DTMF signal may be an audio media packet, or a non-audio type media packet, or a signaling message. Accordingly, the processor 3010 executes the computer operation instruction to specifically cause the ACD device 3000 to parse the DTMF signal. The differences are detailed below through three implementations.

In the first embodiment:

The processor 3010 executes the computer operation instruction, so that the ACD device 3000 further performs an operation of: determining, according to an instruction of the CTI device, that the DTMF signal in the conference site is to be shielded;

The information received from the user terminal includes an audio media packet carrying a sound signal transmitted by the user terminal received through a media channel between the user terminal, the sound signal including the voice signal and the DTMF signal;

Correspondingly, the processor 3010 executes the computer operation instruction to specifically cause the ACD device 3000 to parse the DTMF signal from the sound signal carried by the audio media packet according to the frequency characteristic of the DTMF signal, from the audio media package. Extracting the sound signal, removing the DTMF signal from the sound signal, and transmitting a sound signal from which the DTMF signal is removed to the agent terminal.

In the second embodiment:

The information received from the user terminal includes a media packet sent by the user terminal received through a media channel between the user terminal, the media packet including a DTMF media packet carrying the DTMF signal and a carried voice An audio media packet of a signal, the sound signal comprising the voice signal;

Correspondingly, the processor 3010 executes the computer operation instruction to specifically cause the ACD device 3000 to identify the DTMF media package from the media package according to the load type field in the packet header of the media package, and parse the DTMF media package from the DTMF media package. Determining, by the DTMF signal, the audio media packet from the media packet according to a payload type field in a packet header of the media packet, extracting the sound signal from the audio media packet, and extracting the extracted media The voice signal is sent to the agent terminal.

In a third implementation manner, the information received from the user terminal includes a received signaling message that is sent by the user terminal and carries a DTMF signal, and is received by a media channel between the user terminal and the user terminal. An audio media packet carrying a sound signal sent by the user terminal, where the sound signal includes the voice signal; correspondingly, the processor 3010 executes the computer operation instruction to specifically cause the ACD device 3000 to specifically parse out from the signaling message. The DTMF signal is sent to the agent terminal by the audio signal carried in the audio media packet.

The ACD device 3000 described in Embodiment 7 of the present invention can be used to implement the above-described Embodiment 1 Methods.

According to the ACD device provided in Embodiment 7 of the present invention, the probability of user operation error can be reduced under the premise of avoiding leakage of user privacy data, thereby solving the operation in the prior art that the IVR device is used to provide the user with the service related to the user privacy data. Trivial problems.

According to Embodiment 1 of the present invention, Embodiment 8 of the present invention provides a call center system 5000. As shown in FIG. 10, the call center system 5000 includes a call center platform 5010 and a seat terminal 5020.

The call center platform 5010 is configured to receive an invitation message sent by the agent terminal, where the number of the invited device includes an interactive voice response IVR access code, and the conference site is created according to the invitation message, and the agent terminal 5020 is currently The user terminal that is in communication with the agent terminal 5020 and the IVR device corresponding to the IVR access code join the site, and is configured to determine, according to the invitation message, that the DTMF signal sent by the user terminal is to be sent to the IVR device. And a method for parsing the DTMF signal from the information received from the user terminal, and transmitting the parsed DTMF signal to the IVR device, and transmitting the voice signal in the information received from the user terminal to the agent. The terminal 5020 transmits a voice signal received from the agent terminal 5020 to the user terminal, and transmits a voice signal received from the IVR device to the user terminal and the agent terminal 5020.

The agent terminal 5020 is configured to send the invitation message to the call center platform 5010, send a voice signal to the call center platform 5010, and receive a voice signal of the user terminal and a voice signal of the IVR device sent by the call center platform 5010.

As shown in FIG. 11, the call center system may further include the IVR device 5030.

The call center platform 5010 may specifically include a CTI device 5011 and an ACD device 5012.

The CTI device 5011 is configured to receive the invitation message, and instruct the ACD device 5012 to create a site according to the invitation message, and instruct the ACD device 5012 to add the agent terminal 5020, the user terminal, and the IVR device to the site, and according to the The invitation message determines to send a DTMF signal sent by the user terminal to the IVR device; and is further configured to instruct the ACD device 5012 to parse the DTMF signal from the information received from the user terminal and instruct the ACD device 5012 to parse the Said A DTMF signal is sent to the IVR device.

The ACD device 5012 is configured to create a site according to the instruction of the CTI device 5011, and add the agent terminal 5020, the user terminal, and the IVR device to the site according to the instruction of the CTI device 5011, and receive information from the user terminal. The voice signal is sent to the agent terminal 5020, and the voice signal received from the agent terminal 5020 is sent to the user terminal, and the voice signal received from the IVR device is sent to the user terminal and the agent terminal 5020; The DTMF signal is parsed from the information received from the user terminal according to the instruction of the CTI device 5011, and the parsed DTMF signal is transmitted to the IVR device according to the instruction of the CTI device 5011.

The call center system 5000 described in Embodiment 8 of the present invention can be used to implement the method described in Embodiment 1 above.

According to the call center system provided by Embodiment 8 of the present invention, the call center platform parses the DTMF signal from the information sent by the user terminal and sends the parsed DTMF to the IVR device, thereby preventing the agent from acquiring the DTMF that may carry the user's private data. The call center platform adds the agent terminal, the user terminal, and the IVR device to the conference site, so that the user can communicate with the agent when receiving the service provided by the IVR device to obtain the assistance of the agent, thereby reducing the probability of user operation errors. . In summary, according to the embodiment of the present invention, the probability of user operation error can be reduced under the premise of avoiding leakage of user privacy data, thereby solving the cumbersome operation of using the IVR device to provide the user with the service related to the user privacy data in the prior art. problem.

Those of ordinary skill in the art will appreciate that the elements and algorithm steps of the various examples described in connection with the embodiments disclosed herein can be implemented in electronic hardware or a combination of computer software and electronic hardware. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the solution. A person skilled in the art can use different methods for implementing the described functions for each particular application, but such implementation should not be considered to be beyond the scope of the present invention.

A person skilled in the art can clearly understand that for the convenience and brevity of the description, the specific working processes of the above described systems, devices and units can refer to the corresponding solutions in the foregoing method embodiments. The process will not be repeated here.

In the several embodiments provided by the present application, it should be understood that the disclosed systems, devices, and methods may be implemented in other manners. For example, the device embodiments described above are merely illustrative. For example, the division of the unit is only a logical function division. In actual implementation, there may be another division manner, for example, multiple units or components may be combined or Can be integrated into another system, or some features can be ignored or not executed. In addition, the mutual coupling or direct coupling or communication connection shown or discussed may be an indirect coupling or communication connection through some interface, device or unit, and may be in an electrical, mechanical or other form.

The units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, may be located in one place, or may be distributed to multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of the embodiment.

In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.

The functions may be stored in a computer readable storage medium if implemented in the form of a software functional unit and sold or used as a standalone product. Based on such understanding, the technical solution of the present invention, which is essential or contributes to the prior art, or a part of the technical solution, may be embodied in the form of a software product, which is stored in a storage medium, including The instructions are used to cause a computer device (which may be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods described in various embodiments of the present invention. The foregoing storage medium includes: a U disk, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disk, and the like. .

The above is only a specific 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 within the technical scope disclosed by the present invention. Any changes or substitutions are contemplated as being within the scope of the invention. Therefore, the scope of the invention should be determined by the scope of the claims.

Claims

A method for providing an interactive voice response IVR service, the method comprising:

The call center platform receives an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an IVR access code;

The call center platform creates a site according to the invitation message, and adds the agent terminal, the user terminal currently in communication with the agent terminal, and the IVR device corresponding to the IVR access code to the site, and according to the The invitation message determines that the dual tone multi-frequency DTMF signal sent by the user terminal is to be sent to the IVR device;

The call center platform parses the DTMF signal from the information received from the user terminal, and sends the parsed DTMF signal to the IVR device, and sends the voice signal in the information received from the user terminal. Sending, to the agent terminal, a voice signal received from the agent terminal to the user terminal, and transmitting a voice signal received from the IVR device to the user terminal and the agent terminal.
The method of claim 1, wherein the call center platform determines to send the DTMF signal sent by the user terminal to the IVR device according to the invitation message, which specifically includes:

When the call center platform determines that the invitation message includes a directional delivery identifier, it determines that the DTMF signal sent by the user terminal is sent to the IVR device; or

The invitation message includes a type of the invited device, and the call center platform determines, according to the type of the invited device, that the invited device is an IVR device, and determines that the DTMF signal to be sent by the user terminal is to be sent. Give the IVR device.
The method of claim 1 or 2, wherein the call center platform sends the parsed DTMF signal to the IVR device, specifically: the call center platform parses a DTMF every time. When the signal is received, the one-bit DTMF signal to be parsed is sent to the IVR device.
The method of any of claims 1-3, wherein the information received from the user terminal comprises the user received by the call center platform through a media channel with the user terminal An audio media packet carrying a sound signal sent by the terminal, the sound signal including the voice a signal and the DTMF signal;

The call center platform parses the DTMF signal from the information received from the user terminal, and specifically includes: the call center platform parses out the sound signal carried by the audio media packet according to a frequency characteristic of the DTMF signal Describe the DTMF signal;

The call center platform sends the voice signal in the information received by the user terminal to the agent terminal, specifically: the call center platform extracts the sound signal from the audio media package, and Other sound signals other than the DTMF signal in the sound signal are transmitted to the agent terminal.
The method of any of claims 1-3, wherein the information received from the user terminal comprises the user received by the call center platform through a media channel with the user terminal a media packet sent by the terminal, where the media packet includes a DTMF media packet carrying the DTMF signal and an audio media packet carrying a sound signal, where the sound signal includes the voice signal;

The call center platform parses the DTMF signal from the information received from the user terminal, specifically: the call center platform identifies the DTMF media package from the media package according to a load type field in a packet header of the media packet. And parsing the DTMF signal from the DTMF media packet;

The call center platform sends the voice signal in the information received from the user terminal to the agent terminal, specifically: the call center platform is configured according to a load type field in a packet header of the media packet. The audio media packet is identified in the media package, the audio signal is extracted from the audio media packet, and the extracted audio signal is sent to the agent terminal.
The method according to any one of claims 1-3, wherein the information received from the user terminal comprises: signaling by the user equipment terminal that is sent by the call center platform to carry the DTMF signal a message, and an audio media packet carrying a sound signal transmitted by the user terminal received through a media channel between the user terminal, the sound signal including the voice signal;

The call center platform parses the DTMF signal from the information received from the user terminal, specifically: the call center platform parses the DTMF signal from the signaling message;

The call center platform sends the voice signal in the information received from the user terminal to The agent terminal specifically includes: the call center platform transmitting the sound signal carried in the audio media package to the agent terminal.
A method for providing an interactive voice response IVR service, the method comprising:

The computer telephony integrated CTI device of the call center receives the invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an IVR access code;

The CTI device instructs the automatic call distribution ACD device of the call center to create a conference site according to the invitation message, and instructs the ACD device to connect the agent terminal, the user terminal currently talking with the agent terminal, and the IVR access. The IVR device corresponding to the code is added to the site, so that the ACD device sends a voice signal in the information received from the user terminal to the agent terminal, and sends a voice signal received from the agent terminal to the a user terminal, and transmitting a sound signal received from the IVR device to the user terminal and the agent terminal;

Determining, according to the invitation message, the dual-tone multi-frequency DTMF signal sent by the user terminal to the IVR device, and instructing the ACD device to send a DTMF signal in the information received from the user terminal. Give the IVR device.
The method of claim 7, wherein the determining, by the CTI device, that the DTMF signal sent by the user terminal is sent to the IVR device according to the invitation message comprises:

When the CTI device determines that the invite message includes a directional delivery identifier, it determines that the DTMF signal sent by the user terminal is sent to the IVR device; or

The invitation message includes a type of the invited device, and the CTI device determines, according to the type of the invited device, that the invited device is an IVR device, and determines that the DTMF signal sent by the user terminal is to be sent to The IVR device.
The method according to claim 7 or 8, wherein the CTI device further includes: the ACD device before the joining the agent terminal, the user terminal, and the IVR device to the conference site: The CTI device instructs the ACD device to block the DTMF signal in the conference site, so that when the ACD device receives the sound signal including the DTMF signal sent by the user terminal, The DTMF signal is removed from the sound signal, and a sound signal from which the DTMF signal is removed is transmitted to the agent terminal.
A method for providing an interactive voice response IVR service, the method comprising:

The automatic call distribution of the call center ACD device creates a conference site according to the instruction of the computer telephony integrated CTI device of the call center, and adds the agent terminal, the user terminal, and the IVR device to the conference site according to the instruction of the CTI device;

The ACD device sends a voice signal in the information received from the user terminal to the agent terminal, and transmits a voice signal received from the agent terminal to the user terminal, and receives the voice signal from the IVR device. a sound signal is sent to the user terminal and the agent terminal;

The ACD device parses the DTMF signal from the information received from the user terminal according to an instruction of the CTI device, and sends the parsed DTMF signal to the IVR device.
The method of claim 10, wherein the ACD device further includes, before the adding the agent terminal, the user terminal, and the IVR device to the conference site according to the indication of the CTI device, The ACD device determines, according to the indication of the CTI device, that the DTMF signal in the site is to be shielded;

The information received from the user terminal includes an audio media packet carrying a sound signal sent by the ACD device through a media channel received between the user terminal, and the sound signal includes the voice a signal and the DTMF signal;

The ACD device parses the DTMF signal from the information received from the user terminal, specifically: the ACD device parses the DTMF from the sound signal carried by the audio media packet according to a frequency characteristic of the DTMF signal. signal;

The ACD device sends the voice signal in the information received from the user terminal to the agent terminal, specifically: the ACD device extracts the sound signal from the audio media package, from the The DTMF signal is removed from the sound signal, and the sound signal from which the DTMF signal is removed is transmitted to the agent terminal.
A call center platform, the call center platform includes a receiving module, a site management module, an information processing module, and a sending module;

The receiving module is configured to receive an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an IVR access code, and is further configured to receive information sent by the user terminal, and send by the agent terminal a voice signal and a sound signal transmitted by the IVR device;

The site management module is configured to create a site according to the invitation message received by the receiving module, and the IVR corresponding to the agent terminal, the user terminal currently talking with the agent terminal, and the IVR access code. The device joins the conference site;

The information processing module is configured to send, according to the invitation message, a dual tone multi-frequency DTMF signal sent by the user terminal to the IVR device, where the information sent by the user terminal is received by the receiving module. Parsing the DTMF signal and transmitting the parsed DTMF signal to the IVR device through the sending module, and transmitting the voice signal in the information sent by the user terminal received by the receiving module to the The agent terminal transmits the voice signal of the agent terminal received by the receiving module to the user terminal through the sending module, and passes the sound signal of the IVR device received by the receiving module to the sending module. Sending to the user terminal and the agent terminal;

The sending module is configured to send a voice signal in the information sent by the user terminal to the agent terminal, send a voice signal of the agent terminal to the user terminal, and send a sound signal of the IVR device And sent to the user terminal and the agent terminal; and configured to send the DTMF signal to the IVR device.
The call center platform according to claim 12, wherein the information processing module is configured to determine, according to the invitation message, that the DTMF signal sent by the user terminal is to be sent to the IVR device, specifically:

The information processing module is configured to: when determining that the invitation message includes a directional delivery identifier, determine that the DTMF signal sent by the user terminal is to be sent to the IVR device; or

The invitation message includes a type of the invited device, and the information processing module is configured to: when the invited device is identified as an IVR device according to the type of the invited device, determine that the user terminal is to be sent The DTMF signal is sent to the IVR device.
The call center platform according to claim 12 or 13, wherein the information processing module is configured to send the parsed DTMF signal to the IVR device by using the sending module, specifically: the information And a processing module, configured to send the one-bit DTMF signal to be parsed to the IVR device by using the sending module each time a DTMF signal is parsed.
A call center platform according to any of claims 12-14, characterized in that

The information sent by the user terminal that is received by the receiving module includes an audio media packet that is sent by the user terminal and is sent by a media channel between the call center platform and the user terminal, and the audio media packet carries a sound signal. The signal includes the voice signal and the DTMF signal;

The information processing module is configured to parse the DTMF signal from the information received from the user terminal, specifically: the information processing module is configured to use the sound signal carried by the audio media packet according to a frequency characteristic of the DTMF signal. Parsing out the DTMF signal;

The information processing module is configured to send the voice signal in the information received by the user terminal to the agent terminal, where the information processing module is configured to receive the audio media received from the receiving module. The sound signal is extracted from the packet, and other sound signals other than the DTMF signal in the sound signal are sent to the agent terminal through the sending module.
A call center platform according to any of claims 12-14, characterized in that

The information sent by the user terminal that is received by the receiving module includes a media packet that is sent by the user terminal that is received by a media channel between the call center platform and the user terminal, where the media packet includes a DTMF media packet of the DTMF signal and an audio media packet carrying the sound signal, the sound signal including the voice signal;

The information processing module is configured to parse the DTMF signal from the information received from the user terminal, specifically: the information processing module is configured to identify, according to a payload type field in a packet header of the media packet, from the media packet Deleting a DTMF media packet and parsing the DTMF signal from the DTMF media packet;

The information processing module is configured to send the voice signal in the information received by the user terminal to the agent terminal, where the information processing module is configured to: according to a load type in a packet header of the media package The field identifies the audio media package from the media package, extracts the sound signal from the audio media package, and sends the extracted sound signal to the agent terminal through the sending module.
A computer telephony integrated CTI device, characterized in that the CTI device comprises a receiving module and an indicating module:

The receiving module is configured to receive an invitation message sent by the agent terminal, where the number of the invited device included in the invitation message is an interactive voice response IVR access code;

The indication module is configured to: according to the invitation message received by the receiving module, instruct the automatic call distribution ACD device of the call center to create a conference site and instruct the ACD device to forward the agent terminal and the agent terminal to the call terminal. The user terminal and the IVR device corresponding to the IVR access code are added to the site, so that the ACD device sends a voice signal in the information received from the user terminal to the agent terminal, which is received from the The voice signal of the agent terminal is sent to the user terminal, and the voice signal received from the IVR device is sent to the user terminal and the agent terminal; and is further configured to determine, according to the invitation message received by the receiving module Transmitting the dual tone multi-frequency DTMF signal sent by the user terminal to the IVR device, and instructing the ACD device to send the DTMF signal in the information received from the user terminal to the IVR device.
The CTI device according to claim 17, wherein the indication module is configured to: according to the invitation message received by the receiving module, determine to send a DTMF signal sent by the user terminal to the IVR device, specifically including :

The indication module is configured to: when determining that the invitation message includes a directional delivery identifier, determine to send a DTMF signal sent by the user terminal to the IVR device; or

The invitation message includes a type of the invited device, and the indication module is configured to determine, according to the type of the invited device, that the invited device is an IVR device, and determine that the user is to be ended. The DTMF signal sent by the terminal is sent to the IVR device.
The CTI device according to claim 17 or 18, wherein the indication module is further configured to instruct the ACD device to block a DTMF signal in the site, so that the ACD device receives the user When the terminal transmits the sound signal including the DTMF signal, the DTMF signal is removed from the sound signal, and the sound signal from which the DTMF signal is removed is transmitted to the agent terminal.
An automatic call distribution ACD device, wherein the ACD device comprises a receiving module, a site management module, an information processing module, and a sending module:

The site management module is configured to create a site according to the instruction of the computer telephony integrated CTI device, and add the agent terminal, the user terminal, and the interactive voice response IVR device to the site according to the instruction of the CTI device;

The receiving module is configured to receive information sent by the user terminal, a voice signal sent by the agent terminal, and a voice signal sent by the IVR device;

The information processing module is configured to send a voice signal in the information sent by the user terminal that is received by the receiving module to the agent terminal by using the sending module, and receive the agent terminal that is received by the receiving module The voice signal is sent to the user terminal by the sending module, and the sound signal of the IVR device received by the receiving module is sent to the user terminal and the agent terminal through the sending module; The indication of the CTI device parses the dual tone multi-frequency DTMF signal from the information sent by the user terminal, and sends the parsed DTMF signal to the IVR device through the sending module.
The ACD device according to claim 20, wherein the information processing module is further configured to determine, according to an indication of the CTI device, that a DTMF signal in the site is to be shielded;

The information sent by the user terminal received by the receiving module includes: an audio media packet carrying a sound signal sent by the user terminal received by a media channel between the ACD device and the user terminal, the sound signal Including the voice signal and the DTMF signal;

The information processing module is configured to parse the DTMF signal from the information sent by the user terminal received by the receiving module, where the information processing module is configured to: according to the frequency feature of the DTMF signal, from the audio media package Parsing the DTMF signal in the carried sound signal;

The information processing module is configured to send the voice signal in the information sent by the user terminal that is received by the receiving module to the agent terminal by using the sending module, where the information processing module is configured to: Extracting the sound signal from the audio media package, removing the DTMF signal from the sound signal, and transmitting the sound signal from which the DTMF signal is removed to the agent terminal through the sending module.
A call center system, characterized in that the call center system comprises a call center platform and an agent terminal;

The call center platform is configured to receive an invitation message sent by the agent terminal, where the number of the invited device includes an interactive voice response IVR access code, create a conference site according to the invitation message, and set the conference terminal The user terminal currently in communication with the agent terminal and the IVR device corresponding to the IVR access code join the site, and is configured to determine, according to the invitation message, a dual tone multi-frequency DTMF to be sent by the user terminal. Transmitting a signal to the IVR device; further configured to parse the DTMF signal from the information received from the user terminal and send the parsed DTMF signal to the IVR device, and receive the received from the user terminal Transmitting a voice signal in the information to the agent terminal, transmitting a voice signal received from the agent terminal to the user terminal, and transmitting a voice signal received from the IVR device to the user terminal and the agent terminal;

The agent terminal is configured to send the invitation message to the call center platform, send a voice signal to the call center platform, and receive a voice signal of the user terminal sent by the call center platform and the IVR device. Sound signal.
The call center system of claim 22 wherein said call center system further comprises said IVR device.
A call center system according to claim 22 or 23, wherein said call is in progress The heart platform includes a computer telephony integrated CTI device and an automatic call distribution ACD device;

The CTI device is configured to receive the invitation message, instruct the ACD device to create a site according to the invitation message, and instruct the ACD device to add the agent terminal, the user terminal, and the IVR device to the a site, and according to the invitation message, determining to send a DTMF signal sent by the user terminal to the IVR device; and further configured to instruct the ACD device to send a DTMF signal in the information received from the user terminal to the IVR device;

The ACD device is configured to create a site according to the instruction of the CTI device, and add the agent terminal, the user terminal, and the IVR device to the site according to an instruction of the CTI device 5011, and receive the site from the user. Sending a voice signal in the information of the terminal to the agent terminal, transmitting a voice signal received from the agent terminal to the user terminal, and transmitting a voice signal received from the IVR device to the user terminal and the The agent terminal is configured to parse the DTMF signal from the information received from the user terminal according to an instruction of the CTI device, and send the parsed DTMF signal to the IVR device.