WO2016095349A1 - 一种家庭网关实现ivr业务的方法及家庭网关 - Google Patents

一种家庭网关实现ivr业务的方法及家庭网关 Download PDF

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Publication number
WO2016095349A1
WO2016095349A1 PCT/CN2015/074133 CN2015074133W WO2016095349A1 WO 2016095349 A1 WO2016095349 A1 WO 2016095349A1 CN 2015074133 W CN2015074133 W CN 2015074133W WO 2016095349 A1 WO2016095349 A1 WO 2016095349A1
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Prior art keywords
home
ivr
home gateway
gateway
ivr service
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PCT/CN2015/074133
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English (en)
French (fr)
Inventor
蒋宏斌
朱文华
王波
张鹏刚
蒋恒
Original Assignee
中兴通讯股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Application filed by 中兴通讯股份有限公司 filed Critical 中兴通讯股份有限公司
Priority to EP15868866.3A priority Critical patent/EP3236646A4/en
Priority to US15/537,617 priority patent/US20180084114A1/en
Publication of WO2016095349A1 publication Critical patent/WO2016095349A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0033—Notification or handling of incoming calls by a computer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/66—Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/006—Call diverting means
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/247—Telephone sets including user guidance or feature selection means facilitating their use
    • H04M1/2471—Configurable and interactive telephone terminals with subscriber controlled features modifications, e.g. with ADSI capability [Analog Display Services Interface]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/57—Arrangements for indicating or recording the number of the calling subscriber at the called subscriber's set
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/64—Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations
    • H04M1/65—Recording arrangements for recording a message from the calling party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H04M7/0066—Details of access arrangements to the networks
    • H04M7/0069—Details of access arrangements to the networks comprising a residential gateway, e.g. those which provide an adapter for POTS or ISDN terminals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
    • H04M7/1295—Details of dual tone multiple frequency signalling

Definitions

  • the present invention relates to the field of communications, and in particular, to a method and a home gateway for implementing a IVR service by a home gateway.
  • the home gateway can be internal users at the same time. Provide data services and voice services.
  • NTN Next Generation Network
  • FXS Next Generation Network
  • IVR Interactive Voice Response
  • plug-in IVR-specific equipment will increase the cost of purchasing home users, and it is also relatively cumbersome to provide common IVR services for home users.
  • the external IVR professional equipment when it is necessary to control or intercommunicate the home gateway's own integrated services, the implementation process is more complicated, and there is no standard unified specification and interface.
  • the main purpose of the embodiment of the present invention is to provide a method for a home gateway to implement an IVR service and a home gateway, so as to reduce the cost of implementing an IVR function for a home user, simplify the IVR service process, and conveniently control the integrated service of the home gateway.
  • an embodiment of the present invention provides a method for a home gateway to implement an IVR service, including: when a voice user under a home gateway acts as a called user, the home gateway provides an interactive voice response IVR prompt to the calling user.
  • the calling user is made to make an IVR service request according to the IVR prompt; the home gateway receives the IVR service request, and performs an IVR service operation corresponding to the IVR service request.
  • the home gateway provides an interactive voice response IVR prompt to the calling user, including: the home gateway feeds the calling user with the IVR prompt while playing the predetermined voice file to the calling user, wherein the IVR prompt is: different dialing
  • the key audio corresponds to different IVR service requests, wherein the IVR service request includes: ringing the home phone, receiving a fax, or receiving a message.
  • the home gateway performs the IVR service operation corresponding to the IVR service request, including: the home gateway rings the home phone, and if the voice user does not answer, the missed call information is passed.
  • the mail/message is sent to the default mailbox/default SMS number preset by the voice user to remind the voice user to extract the missed call information in time, wherein the missed call information includes: the caller number and the call time.
  • the home gateway performs an IVR service operation corresponding to the IVR service request, including: the home gateway receives the incoming fax and saves the fax information, wherein the fax information includes: an incoming call number, an incoming call time, and a fax Content; the home gateway sends the fax information to the default mailbox preset by the voice user by email to remind the voice user to extract the fax information in time.
  • the home gateway performs the IVR service operation corresponding to the IVR service request, including: the home gateway receives and saves the message information, wherein the message information includes: an incoming call number, an incoming call time, and a message content;
  • the message information is sent to the default mailbox preset by the voice user by email to remind the voice user to extract the fax information in time.
  • the predetermined voice file, and the correspondence between the dialing key audio and the IVR service request can be configured by: configuring the home gateway through the web interface, the Ethernet interface, the WIFI interface, or the serial port; or dialing through the home phone. Key to configure.
  • the method further includes: the home gateway controls to open or disconnect the physical connection between the home intranet and the external network according to the needs of the user.
  • the types of home gateways include: home access gateways for LAN technology uplinks, home access gateways for xDSL technology uplinks, home access gateways for xPON technology uplinks, home access gateways for cable technology uplinks, and home access gateways for power line uplinks. Or a wireless access technology home access gateway.
  • the embodiment of the invention further provides a home gateway, comprising: a providing module, configured to provide an interactive voice response IVR prompt to the calling user when the voice user under the home gateway acts as the called user, so that the calling user is based on the IVR Prompting to make an IVR service request; the processing module is configured to receive the IVR service request and perform an IVR service operation corresponding to the IVR service request.
  • a providing module configured to provide an interactive voice response IVR prompt to the calling user when the voice user under the home gateway acts as the called user, so that the calling user is based on the IVR Prompting to make an IVR service request
  • the processing module is configured to receive the IVR service request and perform an IVR service operation corresponding to the IVR service request.
  • the processing module includes: a processing unit configured to feed the ICR prompt to the calling user while playing the predetermined voice file to the calling user, wherein the IVR prompt is: different dial key audios correspond to different IVR service requests, wherein the IVR service The request includes ringing the home phone, receiving a fax, or receiving a message.
  • the home gateway further includes: a control module configured to control to open or disconnect the physical connection between the home intranet and the external network according to the needs of the user.
  • the types of home gateways include: home access gateways for LAN technology uplinks, home access gateways for xDSL technology uplinks, home access gateways for xPON technology uplinks, home access gateways for cable technology uplinks, and home access gateways for power line uplinks. Or a wireless access technology home access gateway.
  • the method for implementing the IVR service and the home gateway of the home gateway implements the built-in IVR function by using the existing SoC resource or DSP resource of the home gateway system in the home gateway. It enables the home users to implement the IVR service without having to plug in the IVR device, thereby achieving the effect of meeting the multi-level business needs of the home users.
  • FIG. 1 is a flowchart of a method for implementing an IVR service by a home gateway according to an embodiment of the present invention
  • FIG. 2 is a structural block diagram of a home gateway according to an embodiment of the present invention.
  • FIG. 3 is a structural block diagram of an optional home gateway according to an embodiment of the present invention.
  • FIG. 4 is a schematic structural diagram of a home gateway according to an alternative embodiment of the present invention.
  • FIG. 5 is a flow diagram of implementing an IVR function service in accordance with an alternative embodiment of the present invention.
  • FIG. 6 is a flow chart of personality setting management in accordance with an alternate embodiment of the present invention.
  • the present invention provides the following solutions to the problem that the implementation process of using the external IVR professional equipment to provide the common IVR service for the home user and the control or interworking of the home gateway's own integrated service is complicated.
  • the idea is: If the home gateway does not need to plug in the IVR professional equipment, but realize the IVR function by itself, the above problem can be solved. Further, some new home gateway services can be expanded to meet the special business needs of the home users, for example,
  • the home gateway integrated IVR function controls the physical connection between the home intranet and the external network. With the personality setting of the IVR function integrated by the home gateway, the user can configure the IVR function including email notification or SMS notification for missed calls, etc. .
  • the embodiment of the invention provides a method for implementing a IVR service by a home gateway.
  • 1 is a flowchart of a method for implementing an IVR service by a home gateway according to an embodiment of the present invention. As shown in FIG. 1, the process includes the following steps (step S102-step S104):
  • Step S102 When the voice user under the home gateway is the called user, the home gateway provides an interactive voice response IVR prompt to the calling user, so that the calling user makes an IVR service request according to the IVR prompt.
  • Step S104 The home gateway receives the IVR service request, and performs an IVR service operation corresponding to the IVR service request.
  • the home gateway integrates the external IVR professional device function.
  • the home gateway only needs to perform IVR interaction with the calling user, and provides the corresponding IVR service to the calling user, thereby simplifying Traditional plug-in IVR professional equipment is complex in terms of implementation process.
  • the home gateway when the home gateway provides the interactive user with the interactive voice response IVR prompt, the home gateway can be implemented in such a manner that the home gateway plays the predetermined voice file to the calling user, and simultaneously The user prompts the IVR prompt, wherein the IVR prompt is: different dial key audios correspond to different IVR service requests, wherein the IVR service request includes: ringing the home phone, receiving a fax, or receiving a message.
  • the traditional home gateway is a device that connects the external broadband network with the home internal network, thereby realizing the exchange of internal information between the home and the external information of the home.
  • the external connection is the broadband network of the operator, and the home broadband and voice are provided for the home users. Interface to meet the needs of home data and voice services.
  • the home user needs to use the IVR service, it needs to implement an IVR-specific device outside the home gateway. As described in the foregoing, the drawbacks of this method are obvious.
  • the home gateway is improved by using the system-on-chip (SoC) resources or the digital signal processing (DSP) resources and the corresponding processing capabilities existing in the home gateway system.
  • SoC system-on-chip
  • DSP digital signal processing
  • the IVR function of the IVR dedicated device can be implemented on the home gateway, so that the home gateway can feed the calling user with the IVR prompt while playing the predetermined voice file to the calling user.
  • the improvement is not merely to simply migrate the functions of the IVR-dedicated device to the home gateway. Since the hardware structure and resources of the home gateway are different from the IVR-specific devices, it is impossible to simply copy or migrate.
  • hardware resources such as SoC or DSP in the home gateway are used in combination to increase the corresponding processing capability for processing the IVR service, and the IVR service and other services of the home gateway need to be processed cooperatively, for example, under what circumstances Handling IVR services and dealing with other services under all circumstances require comprehensive processing.
  • the home gateway performs the IVR service operation corresponding to the IVR service request.
  • the home gateway can ring the home phone if the voice user does not answer the call.
  • the missed call information is sent to the default mailbox/default SMS number preset by the voice user through the email/sms to remind the voice user to extract the missed call information in time, wherein the missed call information includes: the caller number and the call time.
  • the home gateway performs the IVR service operation corresponding to the IVR service request.
  • the home gateway can receive the incoming fax and save the fax information, wherein the fax information includes: the incoming call.
  • the home gateway performs the IVR service operation corresponding to the IVR service request.
  • the home gateway can receive and save the message information, wherein the message information includes: the caller number, the incoming call. Time and message content; the home gateway sends the message to the default mailbox preset by the voice user by email to remind the voice user to extract the fax information in time.
  • the predetermined voice file, and the correspondence between the dialing key audio and the IVR service request may be configured by using a web interface of the home gateway, an Ethernet interface, a WIFI interface, or a serial port; or , configured by the dialing button of the home phone.
  • the home gateway may also control to open or disconnect the physical connection between the home intranet and the external network according to the needs of the user. .
  • the types of the home gateway may include the following: a home access gateway for the LAN technology uplink, a home access gateway for the xDSL technology uplink, a home access gateway for the xPON technology uplink, and a home access for the cable technology uplink. Gateway, home access gateway for power line uplink, or home access gateway for wireless technology uplink.
  • the embodiment of the present invention further provides a home gateway, where the method for implementing the IVR service by the home gateway is implemented.
  • 2 is a structural block diagram of a home gateway according to an embodiment of the present invention. As shown in FIG. 2, the home gateway includes: a providing module 10 and a processing module 20, where:
  • the providing module 10 is configured to provide an interactive voice response IVR prompt to the calling user when the voice user under the home gateway is the called user, so that the calling user makes an IVR service request according to the IVR prompt; the processing module 20 is set to Receiving an IVR service request and performing an IVR service operation corresponding to the IVR service request.
  • an embodiment of the present invention further provides an optional home gateway.
  • 3 is a structural block diagram of an optional home gateway according to an embodiment of the present invention. As shown in FIG. 3, in the optional home gateway:
  • the processing module 20 may further include: a processing unit 22 configured to feed back the IVR prompt to the calling user while playing the predetermined voice file to the calling user, wherein the IVR prompt is: different dial key audios correspond to different IVR service requests,
  • the IVR service request includes: ringing the home phone, receiving a fax, or receiving a message.
  • the home gateway may further include: a control module 30 configured to control to open or disconnect the physical connection between the home intranet and the external network according to the needs of the user.
  • the types of the homes shown in FIG. 2 or FIG. 3 include the following: a home access gateway for LAN technology uplink, a home access gateway for xDSL technology uplink, a home access gateway for xPON technology uplink, and a cable.
  • a technology access uplink home access gateway, a power line uplink home access gateway, or a wireless technology uplink home access gateway are examples of the types of the homes shown in FIG. 2 or FIG. 3 .
  • FIG. 4 is a schematic structural diagram of a home gateway system according to an alternative embodiment of the present invention. Referring to FIG. 4, the implementation process of the optional embodiment is described below with reference to FIG. 4:
  • a response recognition and service control module In the home gateway system exemplified in the alternative embodiment, a response recognition and service control module, a resource storage module, and a personality setting management module are added. (It should be noted that these modules are function modules, although the name and the above implementation The names of the various functional modules in the example are different, even with overlapping functions, but the IVR services implemented are the same.
  • the home gateway system is a home gateway
  • the implementation process including software code
  • the uplink interface shown in FIG. 4 uses one of the uplink technologies corresponding to various home gateways for connecting the remote communication device (the entity communication device outside the home); the phone interface shown in FIG. 4 is connected to the local phone. (inside the home phone).
  • the response identification and service control module is configured to start when the voice user under the home gateway acts as a called party, identify the dial key number audio selected by the calling user, and determine and process the next operation. (Including entering a customized play tone to the calling user, performing the next voice prompt and waiting for a new calling side dialing, or sending a specific service control operation instruction to the local home gateway system), and finally implementing the built-in IVR service, these
  • the service includes: driving the home gateway to ring the home phone, or receiving the incoming fax as a fax receiver and recording the home gateway, or using the home gateway as a message recording device to store the message for the incoming call.
  • the message function of the message phone and the fax receiving function of the fax machine are built into the home gateway, and the selection and implementation of these services in the home gateway are realized by the IVR method (equivalent to expanding some new home gateway services).
  • the implementation process of these services includes:
  • the processing of the voice incoming call through the response identification and the service control module service may further include: controlling to open or disconnect the physical connection between the home intranet and the external, and ensuring that the home intranet can be timely through an external call in an emergency situation. Turning on or off the physical connection with the outside, especially the extensive use of home storage, always connected to the external network through the internal network will be physically insecure, which can ensure the security of the home network.
  • the resource storage module is configured to store resource for the IVR customized play tone, resource storage of the incoming message, content storage of the incoming fax, and resource storage of other business files of the home gateway, and related storage management of the resources.
  • the response identification and the service control module are started, the corresponding customized play audio resource is found from the resource storage module to call the corresponding voice file, and is played to the calling user.
  • the personality setting management module is set to complete the setting of the user personalized information, including: personal information configuration management, can configure the personal mailbox, SMS number and other information settings required for pushing the mail, etc., the personality management of the IVR customized service, mainly provided by the device
  • the default IVR function list allows the user to check or configure the specific IVR service required by the individual, the personalized management of the customized playback tone, the input, modification or deletion of the customized voice file, and the calling dial number and customized play.
  • the setting function of the corresponding relationship of the audio resources, the uploading and related management of the customized playing audio file can be performed through the WEB interface, the Ethernet interface, the WIFI interface, the serial port of the home gateway, or the dialing key and the audio key of the dialing machine can be used by the home user.
  • the home gateway system shown in FIG. 4 is a software and hardware architecture, and the remote (home-out) physical telephone is called as the calling party, and the local home gateway is the voice call receiver as an example, and the process of implementing the IVR function service by the home gateway is performed. description:
  • FIG. 5 is a flowchart of implementing an IVR function service according to an optional embodiment of the present invention. As shown in FIG. 5, the process includes the following steps:
  • Step S501 Initiating internal response identification and service control according to an incoming call voice signaling process
  • Step S502 playing a customized voice to the remote calling party, and waiting for the calling party to press the dialing button to select;
  • Step S503 determining the dialing key audio selected by the calling party to drive the specific service implementation or playing the customized tone again, and the calling party dialing key selection, according to the calling party's dialing, respectively selecting the following different processing;
  • Step S504a driving the local telephone to ring
  • Step S504b starting the built-in message recording
  • Step S504c starting the built-in fax receiving
  • Step S504d controlling the internal network port to be turned on and off;
  • Step S504e issuing another driving command (through a gateway hardware interface);
  • Step S504f playing the customized sound again for the user to select.
  • FIG. 6 is a flow chart of personality setting management according to an alternative embodiment of the present invention. As shown in FIG. 6, the process includes the following steps:
  • Step S601 through the dialing function code of the local telephone, or through the PC through one of the serial port, LAN, WIFI to enter the personality setting management;
  • Step S602 setting personal information (incoming call reminder receiving mailbox, short message number, etc.), if entering the personality setting management through the ordinary telephone, only part of the personal information content, such as the short message number, etc., the mailbox cannot be set; entering the personality through other means Setting up management, you can set all personal information.
  • personal information incoming call reminder receiving mailbox, short message number, etc.
  • Step S603 selecting, in the complete set of the default service function of the system, the service required by the individual, the corresponding prompt tone, and the corresponding phone key number;
  • Step S604 adding, deleting, and replacing a personalized prompt sound file
  • Step S605 downloading and deleting the incoming message file
  • Step S606 downloading and deleting the received fax file.
  • the IVR service function of the external IVR dedicated device is built into the home gateway based on the existing SoC resource or DSP resource of the home gateway system and the corresponding processing capability, so that the home user can use the external IVR dedicated device.
  • Implement these IVR services At the same time, through the built-in IVR function to expand some new home gateway services (including by controlling to open or disconnect the physical connection between the home intranet and the outside, to send mail or SMS notification to missed calls, organic notification of incoming message and incoming fax Etc.) to meet the special needs of home users.
  • the invention relates to a method for implementing an IVR service by a home gateway and a home gateway, which realizes the built-in IVR function by using the existing SoC resource or DSP resource of the home gateway system in the home gateway, so that the home user does not need to externally attach the IVR device.
  • the ability to implement IVR services has achieved the effect of meeting the multi-level business needs of home users.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • General Engineering & Computer Science (AREA)
  • Computer Vision & Pattern Recognition (AREA)
  • Human Computer Interaction (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

本发明公开了一种家庭网关实现IVR业务的方法及家庭网关。其中，该方法包括：当家庭网关下的语音用户作为被叫用户时，家庭网关向主叫用户提供互动式语音应答IVR提示，使得主叫用户根据IVR提示做出IVR业务请求；家庭网关接收IVR业务请求，并执行对应于IVR业务请求的IVR业务操作。通过本发明，达到了满足家庭用户的多层次业务需求的效果。

Description

一种家庭网关实现IVR业务的方法及家庭网关 技术领域
本发明涉及通信领域，尤其是涉及一种家庭网关实现IVR业务的方法及家庭网关。
背景技术
在家庭宽带通信接入中，无论到户接入方式是光纤、数字用户线路(Digital Subscriber Line，简称为xDSL)、有线电视电缆(Cable)、电力线或无线方式，家庭网关都能够同时为内部用户提供数据服务和语音服务。
目前，下一代网络(Next Generation Network，简称为NGN)家庭用户如果想要通过自动语音应答方式为外部呼入电话提供指定服务或实现智能家居控制，必须通过家庭网关的外部交换站(Foreign Exchange Station，简称为FXS)接口外挂互动式语音应答(Interactive Voice Response，简称为IVR)专用设备，由IVR专用设备提供自动应答，并根据呼入电话中的拨号音频确定具体提供的业务，例如，“传真请拨X，转接电话请拨Y，留言请拨Z，…”。
但是，外挂IVR专用设备会增加家庭用户的购置成本，在为家庭用户提供常用的IVR业务方面也显得相对繁琐。而且，外挂IVR专业设备，在需要对家庭网关的自身集成业务进行控制或互通时，实现的过程比较复杂，且尚无标准统一的规范和接口。
发明内容
本发明实施例的主要目的在于提供一种家庭网关实现IVR业务的方法及家庭网关，以降低家庭用户实现IVR功能的成本，简化IVR业务流程，方便对家庭网关的自身集成业务进行控制。
为了达到上述目的，本发明实施例提供了一种家庭网关实现IVR业务的方法，包括：当家庭网关下的语音用户作为被叫用户时，家庭网关向主叫用户提供互动式语音应答IVR提示，使得主叫用户根据IVR提示做出IVR业务请求；家庭网关接收IVR业务请求，并执行对应于IVR业务请求的IVR业务操作。
家庭网关向主叫用户提供互动式语音应答IVR提示，包括：家庭网关向主叫用户播放预定语音文件的同时，向主叫用户反馈IVR提示，其中，IVR提示为：不同的拨 号键音频对应不同的IVR业务请求，其中，IVR业务请求包括：对家庭话机进行振铃、接收传真、或接收留言。
在IVR业务请求为对家庭话机进行振铃的情况下，家庭网关执行对应于IVR业务请求的IVR业务操作包括：家庭网关对家庭话机进行振铃，如果语音用户没有接听，将未接来电信息通过邮件/短信发送至语音用户预先设置的默认邮箱/默认短信号码，以提醒语音用户及时提取未接来电信息，其中，未接来电信息包括：来电号码和来电时间。
在IVR业务请求为接收传真的情况下，家庭网关执行对应于IVR业务请求的IVR业务操作包括：家庭网关接收来电传真，并保存传真信息，其中，传真信息包括：来电号码、来电时间、以及传真内容；家庭网关将传真信息通过邮件发送至语音用户预先设置的默认邮箱，以提醒语音用户及时提取传真信息。
在IVR业务请求为接收留言的情况下，家庭网关执行对应于IVR业务请求的IVR业务操作包括：家庭网关接收并保存留言信息，其中，留言信息包括：来电号码、来电时间以及留言内容；家庭网关将留言信息通过邮件发送至语音用户预先设置的默认邮箱，以提醒语音用户及时提取传真信息。
预定语音文件，以及拨号键音频与IVR业务请求之间的对应关系，能够通过以下方式进行配置：通过家庭网关的Web界面、以太网接口、WIFI接口、串口进行配置；或，通过家庭话机的拨号键进行配置。
上述方法还包括：家庭网关根据用户的需要，控制打开或断开家庭内网与外部网络的物理连接。
家庭网关的类型包括：LAN技术上行的家庭接入网关、xDSL技术上行的家庭接入网关、xPON技术上行的家庭接入网关、Cable技术上行的家庭接入网关、电力线上行的家庭接入网关、或无线技术上行的家庭接入网关。
本发明实施例还提供了一种家庭网关，包括：提供模块，设置为当家庭网关下的语音用户作为被叫用户时，向主叫用户提供互动式语音应答IVR提示，使得主叫用户根据IVR提示做出IVR业务请求；处理模块，设置为接收IVR业务请求，并执行对应于IVR业务请求的IVR业务操作。
处理模块包括：处理单元，设置为向主叫用户播放预定语音文件的同时，向主叫用户反馈IVR提示，其中，IVR提示为：不同的拨号键音频对应不同的IVR业务请求，其中，IVR业务请求包括：对家庭话机进行振铃、接收传真、或接收留言。
家庭网关还包括：控制模块，设置为根据用户的需要，控制打开或断开家庭内网与外部网络的物理连接。
家庭网关的类型包括：LAN技术上行的家庭接入网关、xDSL技术上行的家庭接入网关、xPON技术上行的家庭接入网关、Cable技术上行的家庭接入网关、电力线上行的家庭接入网关、或无线技术上行的家庭接入网关。
与现有技术相比，本发明实施例所述的家庭网关实现IVR业务的方法及家庭网关，通过在家庭网关中结合使用家庭网关系统已有的SoC资源或DSP资源来实现IVR功能的内置，使家庭用户不用再外挂IVR设备就能够实现IVR业务，从而达到了满足家庭用户的多层次业务需求的效果。
附图说明
图1是根据本发明实施例的家庭网关实现IVR业务的方法流程图；
图2是根据本发明实施例的家庭网关的结构框图；
图3是根据本发明实施例的可选家庭网关的结构框图；
图4是根据本发明可选实施例的家庭网关的结构示意图；
图5是根据本发明可选实施例的实现IVR功能业务的流程图；以及
图6是根据本发明可选实施例的个性设置管理流程图。
具体实施方式
下面将结合本发明实施例中的附图，对本发明实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例仅仅是本发明的一部分实施例，而不是全部的实施例。基于本发明中的实施例，本领域的普通技术人员在没有做出创造性劳动的前提下所获得的所有其他实施例，都属于本发明保护的范围。
针对现有技术中使用外挂IVR专业设备为家庭用户提供常用的IVR业务和对家庭网关的自身集成业务进行控制或互通的实现过程较复杂的问题，本发明提出了以下解 决思路：如果家庭网关无需外挂IVR专业设备，而是通过自身实现IVR功能就可以解决上述问题，进一步地，还可以拓展一些新的家庭网关业务，以满足家庭用户的特殊业务需要，例如，通过家庭网关集成的IVR功能控制打开或断开家庭内网与外部网络的物理连接，借助家庭网关集成的IVR功能的个性设置，用户可以配置IVR功能包括对未接来电进行邮件通知或短信通知等等。
基于上述思路，本发明实施例提供了以下技术方案：
本发明实施例提供了一种家庭网关实现IVR业务的方法。图1是根据本发明实施例的家庭网关实现IVR业务的方法流程图，如图1所示，该流程包括以下步骤(步骤S102-步骤S104)：
步骤S102、当家庭网关下的语音用户作为被叫用户时，家庭网关向主叫用户提供互动式语音应答IVR提示，使得主叫用户根据IVR提示做出IVR业务请求。
步骤S104、家庭网关接收IVR业务请求，并执行对应于IVR业务请求的IVR业务操作。
通过上述步骤，家庭网关在内部集成的外挂IVR专业设备功能，在家庭用户被呼叫时，只需由家庭网关与主叫用户进行IVR交互，并向主叫用户提供相应的IVR业务，从而可以简化传统的外挂IVR专业设备在实现流程方面的复杂性。
在本实施例中，在上述步骤S102中，当家庭网关向主叫用户提供互动式语音应答IVR提示时，可以通过这样的方式实现：家庭网关向主叫用户播放预定语音文件的同时，向主叫用户反馈IVR提示，其中，IVR提示为：不同的拨号键音频对应不同的IVR业务请求，其中，IVR业务请求包括：对家庭话机进行振铃、接收传真、或接收留言。
传统的家庭网关是将外部宽带网络和家庭内部网络联系起来的设备，从而实现家庭内部信息与家庭外部信息的交换，对外连接的是运营商的宽带网络，对内为家庭用户提供家庭宽带和语音接口，满足家庭数据和语音业务需求。但是，如果家庭用户需要使用IVR业务时，需要在家庭网关外挂一个IVR专用设备来实现，正如前述内容所描述，这样做法的弊端是显而易见的。
基于此，利用家庭网关系统中已有的系统级芯片(System on Chip，简称为SoC)资源或数字信号处理(Digital Signal Process，简称为DSP)资源及相应处理能力，对家庭网关进行改进，使IVR专用设备的IVR功能在家庭网关上就能够实现，这样家庭网关就可以向主叫用户播放预定语音文件的同时，向主叫用户反馈IVR提示。
当然，该改进并不仅仅是简单地将IVR专用设备的功能迁移至家庭网关，由于家庭网关的硬件结构和资源与IVR专用设备并不相同，只是简单照搬或迁移是不可能实现的，本发明实施例中，结合使用了家庭网关中的SoC或DSP等硬件资源，以增加处理IVR业务的相应处理能力，而且需要对IVR业务与家庭网关的其它业务进行协同处理，例如，在什么情况下优先处理IVR业务，什么情况下处理其它业务，这些都是需要综合处理的。
以下分别对上述不同的IVR业务请求执行相应业务的流程进行描述：
(1)在IVR业务请求为对家庭话机进行振铃的情况下，家庭网关执行对应于IVR业务请求的IVR业务操作可以采用这样的方式：家庭网关对家庭话机进行振铃，如果语音用户没有接听，将未接来电信息通过邮件/短信发送至语音用户预先设置的默认邮箱/默认短信号码，以提醒语音用户及时提取未接来电信息，其中，未接来电信息包括：来电号码和来电时间。
(2)在IVR业务请求为接收传真的情况下，家庭网关执行对应于IVR业务请求的IVR业务操作可以采用这样的方式：家庭网关接收来电传真，并保存传真信息，其中，传真信息包括：来电号码、来电时间、以及传真内容；家庭网关将传真信息通过邮件发送至语音用户预先设置的默认邮箱，以提醒语音用户及时提取传真信息。
(3)在IVR业务请求为接收留言的情况下，家庭网关执行对应于IVR业务请求的IVR业务操作可以采用这样的方式：家庭网关接收并保存留言信息，其中，留言信息包括：来电号码、来电时间以及留言内容；家庭网关将留言信息通过邮件发送至语音用户预先设置的默认邮箱，以提醒语音用户及时提取传真信息。
在本实施例中，预定语音文件，以及拨号键音频与IVR业务请求之间的对应关系，可以通过以下方式进行配置：通过家庭网关的Web界面、以太网接口、WIFI接口、串口进行配置；或，通过家庭话机的拨号键进行配置。
在本实施例中，在用户由于某些特殊原因需要断开或开启家庭网关的内外部网络连接时，家庭网关还可以根据用户的需要，控制打开或断开家庭内网与外部网络的物理连接。
在本实施例中，家庭网关的类型可以包括以下几种：LAN技术上行的家庭接入网关、xDSL技术上行的家庭接入网关、xPON技术上行的家庭接入网关、Cable技术上行的家庭接入网关、电力线上行的家庭接入网关、或无线技术上行的家庭接入网关。
对应于上述家庭网关实现IVR业务的方法，本发明实施例还提供了一种家庭网关，用以执行上述家庭网关实现IVR业务的方法。图2是根据本发明实施例的家庭网关的结构框图，如图2所示，家庭网关包括：提供模块10和处理模块20，其中：
提供模块10，设置为当家庭网关下的语音用户作为被叫用户时，向主叫用户提供互动式语音应答IVR提示，使得主叫用户根据IVR提示做出IVR业务请求；处理模块20，设置为接收IVR业务请求，并执行对应于IVR业务请求的IVR业务操作。
在图2所示的家庭网关的基础上，本发明实施例还提供了一种可选的家庭网关。图3是根据本发明实施例的可选家庭网关的结构框图，如图3所示，在该可选家庭网关中：
处理模块20可以进一步包括：处理单元22，设置为向主叫用户播放预定语音文件的同时，向主叫用户反馈IVR提示，其中，IVR提示为：不同的拨号键音频对应不同的IVR业务请求，其中，IVR业务请求包括：对家庭话机进行振铃、接收传真、或接收留言。
该家庭网关还可以包括：控制模块30，设置为根据用户的需要，控制打开或断开家庭内网与外部网络的物理连接。
在本实施例中，图2或图3所示的家庭的类型包括以下几种：LAN技术上行的家庭接入网关、xDSL技术上行的家庭接入网关、xPON技术上行的家庭接入网关、Cable技术上行的家庭接入网关、电力线上行的家庭接入网关、或无线技术上行的家庭接入网关。
为便于理解上述实施例的实施过程，下面结合图4至图5以及可选实施例进行更加详细的说明。
可选实施例
图4是根据本发明可选实施例的家庭网关系统的结构示意图，请参照图4，以下结合图4对该可选实施例的实现过程进行描述：
在本可选实施例所例举的家庭网关系统内部，增加设置了应答识别和业务控制模块、资源存储模块、个性设置管理模块(需要说明的是，这些模块是功能模块，虽然名称与上述实施例中的各个功能模块的名字不同，甚至功能上有重叠部分，但是最终所实现的IVR业务是相同的)。在本可选实施例中，家庭网关系统是一种以家庭网关 为核心语音功能的综合系统产品，其实现流程(包括软件代码)的实现完全可以以上述各种类型的网关为硬件基础。
图4所示出的上行接口使用了对应于各种家庭网关的上行技术之一，用于连接远端通信设备(家庭外部的实体通信设备)；图4所示出的话机接口连接本端话机(家庭内部的话机)。
在本可选实施例的实现过程中，应答识别和业务控制模块，设置为在家庭网关下的语音用户作为被叫时启动，识别主叫用户选择的拨键号码音频，判断并处理下一步操作(包括进入向主叫用户播放定制播放音，进行下一步语音提示并等待新的主叫侧拨号，或向本端家庭网关系统发送具体业务控制操作指令)，并最终实现内置的IVR业务，这些业务包括：驱动家庭网关对家庭话机进行振铃，或将家庭网关作为传真接收机接收呼入的传真并记录，或将家庭网关作为留言录音设备对呼入电话进行留言存储等功能。
也就是说好，将留言话机的留言功能、传真机的传真接收功能内置到家庭网关中，通过IVR方式实现这些业务在家庭网关中的选择和实现(相当于拓展一些新的家庭网关业务)，以满足家庭用户的一些特殊需要，具体地，这些业务的实现过程包括：
(1)对未接来电进行邮件或短信通知，当呼入电话无人接听后，将无人接听电话号码和时间推送至用户设置的默认邮箱或默认短信号码，便于用户在外及时提取。
(2)对未接来电的留言进行邮件通知，当呼入电话进行来电留言后，将来电号码、时间及留言内容文件，推送至用户设置的默认邮箱，便于用户在外及时提取。
(3)对来电传真进行邮件通知，当呼入电话进行来电传真后，将来电号码、时间及传真内容文件，推送至用户设置的默认邮箱，便于用户在外及时提取。
(4)对语音来电经过应答识别和业务控制模块业务进行的处理还可以包括：控制打开或断开家庭内网与外部的物理连接，保证家庭内网在紧急情况下，能通过外部呼叫能及时开启或关断与外部的物理连接，特别是家庭存储的广泛使用，始终通过内网连接到外网会存在物理上的不安全性，这样能保证家庭内部网络的安全。
资源存储模块，设置为针对IVR定制播放音的资源存储、来话留言的资源存储、来电传真的内容存储、以及家庭网关其他业务文件的资源存储，以及对这些资源的相关存储管理。应答识别和业务控制模块启动时，从资源存储模块中找到对应的定制播放音资源调用相对应的语音文件，向主叫用户播放。
个性设置管理模块，设置为完成用户个性化信息的设置，包括：个人信息配置管理，可以配置推送邮件所需的个人邮箱、短信号码等信息设置等，IVR定制业务的个性管理，主要在设备提供的缺省IVR功能清单上，让用户勾选或配置个人需要的具体IVR业务，对定制播放音的个性管理，提供用户定制语音文件的录入、修改或删除，以及主叫拨键号码与定制播放音资源的对应关系等设置功能，可通过家庭网关的WEB界面、以太网接口、WIFI接口、串口进行定制播放音文件的上载和相关管理，也可以由家庭用户通过拨话机的拨号键和音频健进行定制播放音文件的上载和设置；对其他业务文件的个性管理，可通过WEB界面、太网接口、串口，实现用户提取或删除传真、留言等。
以下以图4所示的家庭网关系统为软硬件构架，远端(家庭外)实体电话为主叫方，本端家庭网关为语音呼叫接收方为例，对家庭网关实现IVR功能业务的过程进行描述：
图5是根据本发明可选实施例的实现IVR功能业务的流程图，如图5所示，该流程包括以下步骤：
步骤S501、根据来电呼叫语音信令流程启动内部的应答识别和业务控制；
步骤S502、向远端主叫方播放定制语音，并等待主叫方按拨号键选择；
步骤S503、判断主叫方选择的拨号键音频以驱动具体业务实现或再次播放定制音让主叫方拨键选择，根据主叫方的拨号，分别选择下面不同的处理；
步骤S504a、驱动本端话机振铃；
步骤S504b、启动内置留言录音；
步骤S504c、启动内置传真接收；
步骤S504d、控制内部网络端口开和关；
步骤S504e、发出其他驱动命令(通过网关硬件接口)；
步骤S504f、再次播放定制音供用户选择。
图6是根据本发明可选实施例的个性设置管理流程图，如图6所示，该流程包括以下步骤：
步骤S601、通过本端话机的拨号功能码，或者通过PC经串口、LAN、WIFI之一进入个性设置管理；
步骤S602、设置个人信息(来电提醒接收邮箱、短信号码等)，如果是通过普通话机进入个性设置管理，将只能设置部分个人信息内容，如短信号码等，邮箱不能设置；通过其他方式进入个性设置管理，则可以设置全部个人信息。
步骤S603、在系统缺省业务功能全集范围内选择设置个人需要的业务、及对应的提示音、对应的话机键号；
步骤S604、增加、删除、更换个性提示音文件；
步骤S605、下载、删除来电留言文件；
步骤S606、下载、删除接收传真文件。
通过上述可选实施例，基于家庭网关系统已有的SoC资源或DSP资源及相应处理能力，将外挂的IVR专用设备的IVR业务功能内置到家庭网关中，使得家庭用户不用外挂IVR专用设备就能实现这些IVR业务。同时，通过内置IVR功能拓展出一些新的家庭网关业务(包括通过控制打开或断开家庭内网与外部的物理连接，对未接来电进行邮件或短信通知，对来电留言和来电传真进行有机通知等)，从而满足家庭用户的某些特殊需要。
以上所述是本发明的可选实施方式，应当指出，对于本领域的普通技术人员来说，在不脱离本发明所述原理的前提下，还可以做出若干改进和润饰，这些改进和润饰也应视为包含在本发明的保护范围之内。
工业实用性
本发明涉及一种家庭网关实现IVR业务的方法及家庭网关，通过在家庭网关中结合使用家庭网关系统已有的SoC资源或DSP资源来实现IVR功能的内置，使家庭用户不用再外挂IVR设备就能够实现IVR业务，从而达到了满足家庭用户的多层次业务需求的效果。

Claims (12)

  1. 一种家庭网关实现IVR业务的方法，包括：
    当家庭网关下的语音用户作为被叫用户时，所述家庭网关向主叫用户提供互动式语音应答IVR提示，使得所述主叫用户根据所述IVR提示做出IVR业务请求；
    所述家庭网关接收所述IVR业务请求，并执行对应于所述IVR业务请求的IVR业务操作。
  2. 根据权利要求1所述的方法，其中，所述家庭网关向主叫用户提供互动式语音应答IVR提示，包括：
    所述家庭网关向所述主叫用户播放预定语音文件的同时，向所述主叫用户反馈所述IVR提示，其中，所述IVR提示为：不同的拨号键音频对应不同的IVR业务请求，其中，所述IVR业务请求包括：对家庭话机进行振铃、接收传真、或接收留言。
  3. 根据权利要求2所述的方法，其中，在所述IVR业务请求为所述对家庭话机进行振铃的情况下，所述家庭网关执行对应于所述IVR业务请求的IVR业务操作包括：
    所述家庭网关对所述家庭话机进行振铃，如果所述语音用户没有接听，将未接来电信息通过邮件/短信发送至所述语音用户预先设置的默认邮箱/默认短信号码，以提醒所述语音用户及时提取所述未接来电信息，其中，所述未接来电信息包括：来电号码和来电时间。
  4. 根据权利要求2所述的方法，其中，在所述IVR业务请求为所述接收传真的情况下，所述家庭网关执行对应于所述IVR业务请求的IVR业务操作包括：
    所述家庭网关接收来电传真，并保存传真信息，其中，所述传真信息包括：来电号码、来电时间、以及传真内容；
    所述家庭网关将所述传真信息通过邮件发送至所述语音用户预先设置的默认邮箱，以提醒所述语音用户及时提取所述传真信息。
  5. 根据权利要求2所述的方法，其中，在所述IVR业务请求为所述接收留言的情况下，所述家庭网关执行对应于所述IVR业务请求的IVR业务操作包括：
    所述家庭网关接收并保存留言信息，其中，所述留言信息包括：来电号码、来电时间以及留言内容；
    所述家庭网关将所述留言信息通过邮件发送至所述语音用户预先设置的默认邮箱，以提醒所述语音用户及时提取所述传真信息。
  6. 根据权利要求2至5中任一项所述的方法，其中，所述预定语音文件，以及所述拨号键音频与所述IVR业务请求之间的对应关系，能够通过以下方式进行配置：
    通过家庭网关的Web界面、以太网接口、WIFI接口、串口进行配置；或，
    通过家庭话机的拨号键进行配置。
  7. 根据权利要求6所述的方法，其中，所述方法还包括：
    所述家庭网关根据用户的需要，控制打开或断开家庭内网与外部网络的物理连接。
  8. 根据权利要求6所述的方法，其中，所述家庭网关的类型包括：
    LAN技术上行的家庭接入网关、xDSL技术上行的家庭接入网关、xPON技术上行的家庭接入网关、Cable技术上行的家庭接入网关、电力线上行的家庭接入网关、或无线技术上行的家庭接入网关。
  9. 一种家庭网关，包括：
    提供模块，设置为当家庭网关下的语音用户作为被叫用户时，向主叫用户提供互动式语音应答IVR提示，使得所述主叫用户根据所述IVR提示做出IVR业务请求；
    处理模块，设置为接收所述IVR业务请求，并执行对应于所述IVR业务请求的IVR业务操作。
  10. 根据权利要求9所述的家庭网关，其中，所述处理模块包括：
    处理单元，设置为向所述主叫用户播放预定语音文件的同时，向所述主叫用户反馈所述IVR提示，其中，所述IVR提示为：不同的拨号键音频对应不同的IVR业务请求，其中，所述IVR业务请求包括：对家庭话机进行振铃、接收传真、或接收留言。
  11. 根据权利要求9所述的家庭网关，其中，还包括：
    控制模块，设置为根据用户的需要，控制打开或断开家庭内网与外部网络的物理连接。
  12. 根据权利要求9至11中任一项所述的家庭网关，其中，所述家庭网关的类型包括：
    LAN技术上行的家庭接入网关、xDSL技术上行的家庭接入网关、xPON技术上行的家庭接入网关、Cable技术上行的家庭接入网关、电力线上行的家庭接入网关、或无线技术上行的家庭接入网关。
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