WO2017215568A1 - 一种与呼叫中心的通信方法、装置和系统 - Google Patents

一种与呼叫中心的通信方法、装置和系统 Download PDF

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Publication number
WO2017215568A1
WO2017215568A1 PCT/CN2017/087954 CN2017087954W WO2017215568A1 WO 2017215568 A1 WO2017215568 A1 WO 2017215568A1 CN 2017087954 W CN2017087954 W CN 2017087954W WO 2017215568 A1 WO2017215568 A1 WO 2017215568A1
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WIPO (PCT)
Prior art keywords
menu
call center
audio
information
option
Prior art date
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PCT/CN2017/087954
Other languages
English (en)
French (fr)
Inventor
林玉章
邱玲
卢锟
金鑫
刘浩
鄢贤卿
李峰
左小祥
Original Assignee
腾讯科技（深圳）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 腾讯科技（深圳）有限公司 filed Critical 腾讯科技（深圳）有限公司
Priority to EP17812679.3A priority Critical patent/EP3471387B1/en
Priority to JP2018530737A priority patent/JP2019505113A/ja
Priority to KR1020187016332A priority patent/KR102216427B1/ko
Publication of WO2017215568A1 publication Critical patent/WO2017215568A1/zh
Priority to US16/102,465 priority patent/US10659608B2/en
Priority to US16/837,732 priority patent/US10938987B2/en

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • 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
    • H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L61/00—Network arrangements, protocols or services for addressing or naming
    • H04L61/30—Managing network names, e.g. use of aliases or nicknames
    • H04L61/3015—Name registration, generation or assignment
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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    • H—ELECTRICITY
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    • H04L65/1066—Session management
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • H04L65/4015—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference where at least one of the additional parallel sessions is real time or time sensitive, e.g. white board sharing, collaboration or spawning of a subconference
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/60—Network streaming of media packets
    • H04L65/75—Media network packet handling
    • H04L65/764—Media network packet handling at the destination 
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H04L67/141—Setup of application sessions
    • 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
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L2101/00—Indexing scheme associated with group H04L61/00
    • H04L2101/30—Types of network names
    • H04L2101/385—Uniform resource identifier for session initiation protocol [SIP URI]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H04M2203/254—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode where the visual mode comprises menus

Definitions

  • the present application relates to the field of communications technologies, and in particular, to a communication method, apparatus, and system for a call center.
  • MGCF Media Gateway Control Function
  • the user can use the telephone terminal to call the call center of each enterprise, so that the call center sends the service menu of the corresponding service to the telephone terminal in a voice manner, so that the service menu received by the telephone terminal can be performed between the call center and the call center.
  • Interaction to achieve various business operations
  • the existing method of interaction between the voice mode and the call center requires the user to remember the voice menu that is answered first, and then perform corresponding operations according to the voice prompt, so that the user operation is not very convenient.
  • the embodiment of the invention provides a communication method, device and system with a call center, which facilitates the operation of the user by presenting a visualization menu corresponding to the voice menu for the client.
  • a first aspect of the embodiments of the present invention provides a communication method with a call center, including:
  • the audio and video client establishes a network session connection with the call center through the audio and video server;
  • the first visualization menu is displayed.
  • a second aspect of the embodiments of the present invention provides a communication method with a call center, including:
  • a third aspect of the embodiments of the present invention provides a communication device with a call center, including:
  • a session connection unit configured to establish a network session connection between the audio and video server and the call center
  • a menu receiving unit configured to receive, by using the network session connection, a first level voice menu sent by the call center
  • a relationship obtaining unit configured to acquire a correspondence between a visual menu of the call center and a voice menu
  • a menu search unit configured to search, according to the correspondence relationship, a first visualization menu corresponding to the first level voice menu
  • a display unit for displaying the first visualization menu.
  • a fourth aspect of the embodiments of the present invention provides a communication device with a call center, including:
  • a establishing unit configured to establish, by using the communication device with the call center, a network session connection between the audio and video client and the call center;
  • a first menu forwarding unit configured to send, by using the network session connection, a first level voice menu sent by the call center to the audio and video client;
  • a relationship sending unit configured to send a correspondence between the visual menu of the call center and a voice menu to the audio and video client, where the correspondence is used to enable the audio and video client to display the voice relationship according to the correspondence relationship
  • the first visual menu corresponding to the first level voice menu.
  • a fifth aspect of the embodiments of the present invention provides a communication system with a call center, including an audio and video client.
  • Client and audio and video servers where:
  • the audio and video client is a communication device with a call center provided by the third aspect of the embodiment of the present invention.
  • the audio and video server is a communication device with a call center as provided in the fourth aspect of the embodiments of the present invention.
  • the audio and video client receives the first level voice menu sent by the call center through the network session connection, and finds the first level voice menu according to the correspondence between the visual menu of the call center and the voice menu. Corresponding the first visualization menu and displaying the first visualization menu.
  • the user can directly operate the first visual menu to realize communication with the call center.
  • the user can intuitively operate the menu provided by the call center, instead of answering and operating the voice menu to achieve Call center communication greatly facilitates user operations.
  • the voice menu is implemented by the audio and video client, which is compatible with the existing Call center for multiple businesses.
  • FIG. 1 is a schematic structural diagram of a communication system with a call center according to an embodiment of the present invention
  • FIG. 2 is a flowchart of a method for communicating with a call center according to Embodiment 1 of the present invention
  • FIG. 3 is a flowchart of another communication method with a call center according to Embodiment 1 of the present invention.
  • FIG. 5 is a flowchart of a method for establishing a network session connection in a communication method with a call center according to Embodiment 1 of the method of the present invention
  • FIG. 6 is a flowchart of acquiring a first visualization menu in a communication method with a call center according to Embodiment 1 of the method of the present invention
  • FIG. 7 is a flowchart of a method for communicating with a call center according to Embodiment 2 of the method of the present invention.
  • FIG. 8 is a schematic structural diagram of a communication system with a call center in Embodiment 3 of the method of the present invention.
  • FIG. 9 is a flowchart of a method for communicating with a call center according to Embodiment 3 of the method of the present invention.
  • 10a is a schematic diagram of a first user interface in Embodiment 3 of the method of the present invention.
  • FIG. 10b is a schematic diagram of a second user interface in Embodiment 3 of the method of the present invention.
  • 10c is a schematic diagram of a third user interface in Embodiment 3 of the method of the present invention.
  • 11a is a schematic diagram of a user interface displayed by an instant messaging client in an embodiment of the method of the present invention.
  • 11b is a schematic diagram of another user interface displayed by an instant messaging client in an embodiment of the method of the present invention.
  • 11c is a schematic diagram of another user interface displayed by an instant messaging client in an embodiment of the method of the present invention.
  • FIG. 12 is a schematic diagram of an operation layout of an instant communication tool in an embodiment of the method of the present invention.
  • FIG. 13a to 13j are schematic diagrams showing a user interface displayed by an instant messaging client in an embodiment of the present invention.
  • FIG. 14 is a schematic structural diagram of a communication device with a call center according to Embodiment 1 of the present invention.
  • Figure 15 is a schematic illustration of a template construction system in accordance with an embodiment of the apparatus of the present invention.
  • FIG. 16 is a schematic structural diagram of another communication device with a call center according to Embodiment 1 of the present invention.
  • FIG. 17 is a schematic structural diagram of another communication device with a call center according to Embodiment 1 of the present invention.
  • FIG. 18 is a schematic structural diagram of a communication device with a call center according to Embodiment 2 of the device of the present invention.
  • FIG. 19 is a schematic structural diagram of another communication device with a call center according to Embodiment 2 of the apparatus of the present invention.
  • FIG. 20 is a schematic structural diagram of a communication device with a call center according to Embodiment 3 of the apparatus of the present invention.
  • a communication method with a call center is provided, which is mainly applied to a communication system with a call center as shown in FIG. 1.
  • the system includes an audio and video client and an audio and video server, wherein the audio and video client can be connected to the call center of at least one enterprise (illustrated by taking multiple call centers in FIG. 1 as an example) through the audio and video server.
  • the audio and video client is mainly a client that supports audio and video communication, such as a client for instant messaging;
  • the audio and video server is a server corresponding to an audio and video client, and can provide various audio and video communication services;
  • the call center is and the operator
  • the MGW in the PSTN network is connected to the MGCF gateway, and processes the platform related to SIP signaling and voice rich media streams.
  • the method in this embodiment is a method performed by an audio and video client in the system.
  • the flowchart is as shown in FIG. 2, and includes:
  • Step 101 The audio and video client establishes a network session connection between the audio and video server and the call center.
  • the user can initiate a network session connection request by operating the audio and video client to request the audio and video client to connect to a call center for a network session.
  • the network session connection between the audio and video client and the call center can be established respectively, so that the audio and video client is established between the audio and video server and the call center. Network session connection.
  • Step 102 Receive a first level voice menu sent by the call center through a network session connection.
  • the first level voice menu refers to a voice menu of any of a plurality of hierarchical voice menus included in the call center.
  • the call center After the network session connection is established, the call center sends the voice menu to the audio and video client through the network session connection in hierarchical units.
  • Step 103 Obtain a correspondence between a visual menu of the call center and a voice menu.
  • the correspondence relationship is configured by an audio and video server, and may be a lightweight data object format (JavaScript) or a file format, such as an Extensible Markup Language (XML) file.
  • JavaScript JavaScript
  • XML Extensible Markup Language
  • Step 104 Search for the first visualization menu corresponding to the first level voice menu according to the correspondence obtained in step 103.
  • Step 105 the first visual menu is displayed.
  • information of at least one option included in the first visual menu may be displayed on the user interface, and each option respectively represents a function, such as uploading a form, uploading a photo, or uploading an audio and video.
  • the information of an option displayed here can be the function name represented. In this way, the user can select the information of any option to initiate the transmission of the voice menu of the level below the first level voice menu.
  • the audio and video client may display the information of each option while playing the first visual menu, and may simultaneously play the information of the at least one option in a voice manner, which may include each The specific content of the option (such as the function name indicated by the option), or the prompt information for the operation of each option.
  • the audio and video client can receive the voice message sent by the call center through the above steps 101 to 105, and can also receive the message actively pushed by the call center, specifically, the push message sent by the call center, and the push message includes the following A message: a notification message, an evaluation interface message, a business process result, and a rich media message. It should be noted that the push message may not be received through the above network session connection but received through another link.
  • the audio and video client receives the first level voice menu sent by the call center through the network session connection, and finds the first level voice menu according to the correspondence between the visual menu of the call center and the voice menu. Corresponding to the first visualization menu and showing the first Visualize the menu. In this way, the user can directly operate the first visual menu to realize communication with the call center. In this communication process, the user can intuitively operate the menu provided by the call center, instead of answering and operating the voice menu to achieve Call center communication greatly facilitates user operations.
  • the voice menu is implemented by the audio and video client, which is compatible with the existing Call center for multiple businesses.
  • the user can directly operate the first visual menu to implement communication with the call center, which may be as follows:
  • the audio and video client may perform the following steps:
  • Step 201 Receive operation information of a user's information about a first option in at least one of the first visualization menus.
  • the first option refers to any of the options in the first visualization menu.
  • Step 202 Display an information input interface according to the operation information of the information about the first option, where the information input interface includes an input interface for inputting any of the following data: picture data, character data, video data, and audio data.
  • Step 203 Receive data input by the user from an input interface of the information input interface, and obtain network address information of the call center.
  • the network address information of the call center can be configured by the audio and video server to the audio and video client.
  • Step 204 Send data input by the user to the call center according to the network address information of the call center.
  • the data input by the user can be directly sent by the audio and video client to the call center without going through the audio and video server.
  • the audio and video client may perform the following steps:
  • Step 301 Receive operation information of a user's information about a second option in the at least one option.
  • Step 302 Send the indication information of the second option to the call center by using the network session connection.
  • the call center sends the voice menu to the telephone terminal, and the user selects one of the voice menus through the telephone terminal, and the telephone terminal In this way, the communication between the telephone terminal and the call center is realized by transmitting an indication of the selected option to the call center.
  • the audio and video client sends the indication information of the option selected by the user to the call center through the network session connection, so that the call is made.
  • the center can identify the information sent by the audio and video client and then proceed to the next step.
  • the indication information of the second option may be information of a dual-tone multi-frequency (DTMF) key.
  • DTMF dual-tone multi-frequency
  • Step 303 Receive, by using the network session connection, a second level voice menu corresponding to the second option sent by the call center.
  • the second level voice menu is the voice menu of the next level of the first level voice menu.
  • Step 304 Search for a second visualization menu corresponding to the second level voice menu according to the correspondence relationship, and display a second visualization menu.
  • the method of displaying the second visual menu may be as described above for the method of displaying the first visual menu, and details are not described herein.
  • FIG. 5 is a flowchart of a method for establishing a network session connection in a communication method with a call center according to Embodiment 1 of the method of the present invention.
  • establishing an internet session connection between the audio and video client and the call center through the audio and video server includes the following steps:
  • Step 501 Receive a connection request to the call center through a communication application installed on the audio and video client.
  • Step 502 establishing a connection with the call center through the communication application.
  • the communication application is an application for performing event interaction.
  • the communication application may have a voice communication function, and the voice communication function is used to transmit voice data between the terminals to obtain voice information, and the event information is exchanged through the voice information.
  • An event in a communication application is an event for satisfying a service demand of a user terminal, for example, a service in a business model of Consumer to Business (C2B).
  • the communication application is an instant messaging application that provides enterprise merchant services.
  • the instant messaging application performs the interaction of the enterprise merchant service through the enterprise telephone, directly dials the enterprise customer service telephone through the instant communication telephone, obtains the voice prompt information of the customer service, and performs the interaction between the user terminal and the service provided by the enterprise merchant through the voice prompt information of the customer service, only Need to consume traffic, wireless fidelity (Wireless Fidelity, referred to as WIFI) can be dialed free of charge, reducing costs.
  • WIFI Wireless Fidelity
  • the enterprise merchant service in the instant messaging application may include a plurality of services, such as a courier service, a banking service, a ticket service, a car rental service, a brand after-sales service, a driver service, a travel service, an insurance service, etc., in the instant messaging application.
  • the enterprise merchant service displays the text information on the interface of the instant messaging application through the chart information, and facilitates the user terminal to query different services.
  • the user terminal can search for a service that is not displayed on the interface of the instant messaging application in the uppermost search box of the communication application, and then query the service of the target merchant of the communication application.
  • Step 503 Send a request instruction to the call center, where the request instruction is used to request the call center to send a first level voice menu.
  • the request instruction is received through the service operation layout of the target merchant.
  • the service operation layout is a layout for performing operations on the services of the target merchant, for example, the public number AIO interface, or the corporate business data card.
  • the service operations panel includes prompts for actions on the event. For example, the user terminal can be prompted by the phone icon to call the customer service phone of the enterprise merchant, and the website information can be used to prompt the user terminal to query the service website of the enterprise merchant.
  • the requesting instruction is used to indicate that the instant messaging application requests to obtain service data corresponding to the enterprise merchant service, which may be a touch signal of the user terminal to the service operation layout.
  • the instant messaging application can immediately request to respond to the touch signal, requesting to obtain service data corresponding to the service of the target merchant.
  • the call center is a call center of a courier enterprise
  • the user terminal clicks “the instant application phone” or “the instant application phone” in the public number AIO interface of a courier enterprise or the merchant profile card of a courier enterprise.
  • the icon generates a touch signal
  • the service operation panel receives the touch signal, thereby instructing the communication application to request the service data corresponding to a certain express delivery enterprise.
  • FIG. 6 is a flowchart of obtaining a first visualization menu in a communication method with a call center according to Embodiment 1 of the method of the present invention.
  • the first visual menu corresponding to the first level voice menu is searched according to the corresponding relationship, which specifically includes:
  • Step 601 Acquire a preset configuration file according to the correspondence.
  • the preset profile is a file for configuring the service menu corresponding to the call center.
  • the configuration page is provided in the configuration system to configure the data of the visualization menu, and the configuration system uses the system configured menu data in a lightweight data exchange format (Java Script Object Notation, JSON for short) or an extensible markup language.
  • the format of the (Extensive Markup Language, XML) file is saved as a configuration file, which provides an interactive voice response (IVR) menu content and other information of the enterprise merchant, wherein the IVR menu can be accessed by telephone.
  • the service center plays the voice information related to the input according to the content input by the user terminal.
  • This preset profile can be automatically uploaded to the IVR Visual Menu server.
  • a JSON format or an XML format configuration file of the IVR configuration menu is stored on the IVR visual menu server.
  • Each enterprise merchant corresponds to a configuration file.
  • the preset configuration file is pulled from the IVR visual menu server through a Common Gateway Interface (CGI).
  • CGI Common Gateway Interface
  • Step 602 Parse the preset configuration file to obtain an analysis result.
  • the preset configuration file After obtaining the preset configuration file from the IVR visual menu server, the preset configuration file is parsed, and according to the parsed result, the parsing result may be the configuration data of the visual menu.
  • Step 603 Generate a first visualization menu according to the analysis result.
  • the visual menu layout is rendered according to the analysis result, and a visual menu layout is generated according to the analysis result, so that the visual menu of the communication application can be controlled to perform operations such as clicking and switching events, thereby reducing the event interaction time of the application.
  • the configuration file of the visual menu is read by the server, and the configuration data of the visual menu is obtained, thereby generating a visual menu layout.
  • the type of the visual menu select the next level menu, or return to the previous menu, or jump to the target event customized page, or enter the manual service page, reducing the application event interaction time.
  • a communication method with a call center is provided, which is mainly applied to a communication system with a call center as shown in FIG. 1.
  • the method in this embodiment is a method performed by an audio and video server in the system, and the flowchart is as shown in FIG. 7. Show, including:
  • Step 701 establishing a network between the audio and video client and the call center through the audio and video server Connected words.
  • the user can initiate a network session connection request by operating the audio and video client to request the audio and video client to connect to a call center for a network session.
  • the network session connection between the audio and video client and the call center can be established respectively, so that the audio and video client is established between the audio and video server and the call center. Network session connection.
  • Step 702 Send the first level voice menu sent by the call center to the audio and video client through the network session connection.
  • the call center After the network session connection is established, the call center sends the voice menu to the audio and video client through the network session connection in a hierarchical manner.
  • the audio server is responsible for forwarding information between the call center and the audio and video client. .
  • Step 703 The corresponding relationship between the visual menu of the call center and the voice menu is sent to the audio and video client, and the correspondence is used to enable the audio and video client to display the first visual menu corresponding to the first level voice menu according to the correspondence relationship. How the video client specifically displays the first visual menu can be as described in the first embodiment of the foregoing method, and details are not described herein.
  • the corresponding relationship is configured by the audio and video server and sent to the audio and video client, and the corresponding relationship may be a file in a JSON file or an XML format.
  • step 403 there is no absolute order relationship between the foregoing step 403 and the steps 401 and 402, and may be performed simultaneously or sequentially. Only one specific implementation manner is shown in FIG. 5.
  • the audio and video server may further receive the push message sent by the call center, and send the push message to the audio and video client, and the push message includes any one of the following messages: a notification message, an evaluation interface message, a service processing result, and a rich media message. It should be noted that the push message can be forwarded to the audio and video client without using the above network session connection.
  • the audio and video server forwards the first level voice menu sent by the call center to the audio and video client, and
  • the corresponding relationship between the visual menu of the call center and the voice menu is sent to the audio and video client, so that the audio and video client can display the first visual menu corresponding to the first level voice menu.
  • the operation is performed to realize communication with the call center.
  • the user can operate the menu provided by the call center relatively intuitively, instead of answering and operating the voice menu to realize communication with the call center, which is greatly convenient. User action.
  • the menu sent by the call center in the method of the embodiment is the same as the menu sent in the prior art method, the voice menu is implemented by the audio and video client, which is compatible with the existing Call center for multiple businesses.
  • the user can directly operate the first visualization menu to implement communication with the call center.
  • the first visualization menu may include information of at least one option, and the options may be mainly of two types:
  • the user when the user operates on the information of a certain type of option (ie, the second option), the user may directly trigger the voice menu of the next level of the first level voice menu, that is, the second level voice menu. transmission.
  • a certain type of option ie, the second option
  • the audio and video server sends the indication information of the second option selected by the user sent by the audio and video client to the call center through the network session connection, and then sends the second option sent by the call center through the network session connection.
  • the corresponding second level voice menu is sent to the audio and video client, and the second layer voice menu is used by the audio and video client to display the second visual menu corresponding to the second level voice menu according to the corresponding relationship.
  • the audio and video server needs to configure the network address information of the call center to the audio and video client, and the network address information of the call center is used by the audio and video client to send the data input by the user to the call center according to the network address information.
  • the data input by the user includes any of the following data: rich media data such as picture data, character data, video data, and audio data. In this way, the data input by the user from the audio and video client can be directly sent to the call center without being sent to the call center through the upper network session connection.
  • the audio and video client and the audio and video server are an instant messaging client and an instant messaging server respectively, and the call center is a certain express delivery.
  • Enterprise call center this implementation with the express call center
  • the communication method flow chart is shown in Figure 9, including:
  • step 901 the instant messaging client establishes a network session connection between the instant messaging server and the express call center.
  • the instant messaging server can provide the instant messaging client network connection interface, the network connection interface includes a button for initiating a network session connection with the express call center, when the user clicks the button.
  • the instant messaging client sends a network session connection request to the instant messaging server; thus, the instant messaging server establishes a network session connection with the instant messaging client and the express call center respectively after receiving the network session connection request.
  • Step 902 The express call center sends the first level voice menu to the instant messaging client through the network session connection.
  • Step 903 The instant messaging client downloads the correspondence between the visual menu of the express call center and the voice menu from the instant messaging server, and finds the first visual menu corresponding to the first level voice menu according to the correspondence, and displays the first visual menu. .
  • the instant messaging client can display information of three options in the first user interface, namely, "I want to send mail", “sender tracking” and “complaint suggestions”. "These three options, and can also play the prompt information of these three options in voice, such as voice prompts the user how to operate these three options.
  • Step 904 when the user clicks the button of the "smart tracking", the instant messaging client receives the operation information of the user's information about the second option, that is, the operation information of the "smart tracking", the instant messaging client will connect through the above network session The indication of the second option is sent to the courier call center.
  • each voice option corresponds to information of a user operation button, for example, “Please press 2 for the express tracking. "2" is the information of the user's operation button corresponding to the voice option of "Express Tracking".
  • the telephone terminal will send the DTMF key corresponding to "2" to the express call center.
  • each option in the first visualization menu may correspond to a DTMF button, so that when the step is executed, the instant messaging client sends the indication information of the second option.
  • the information of the DTMF key corresponding to the second option can be sent.
  • Step 905 The express call center sends the second-level voice menu corresponding to the second option to the instant communication client by using the network session connection, and the instant communication client displays the second visual menu corresponding to the second-level voice menu according to the correspondence relationship. .
  • the instant messaging client can display information of three options in the second user interface, namely “upper level”, “scan code query” and “single number”. Query "These three options, and you can also play the prompts of these three options in voice mode, such as voice prompting the user how to operate these three options.
  • Step 906 when the user clicks the button of "single number query", the instant messaging client receives the operation information of the user's information about the first option, that is, the operation information of the "single number query", and the instant messaging client displays the user input interface.
  • the third user interface shown in FIG. 10c includes an interface for inputting a single number data by the user on the third user interface.
  • the instant communication receives the number entered by the user from the third user interface; the instant messaging client submits the number entered by the user directly to the express call center according to the Uniform Resource Locator (URL) of the express call center.
  • URL Uniform Resource Locator
  • the URL of the express call center is configured by the instant messaging server to the instant messaging client.
  • Step 907 The express call center may send the courier information corresponding to the single number input by the user to the instant communication client through the network session connection.
  • the express call center can also send the express information to the instant communication server by pushing the message, and the push communication message is sent by the instant communication server to the instant communication client.
  • the call center of China Life Insurance will send the first level voice menu to the instant.
  • the communication client when the first communication menu is displayed, the instant messaging client can display two options of information, namely, "manual service” and "self-service", in the user interface as shown in FIG. 11a, and You can also play the prompt information of these two options in voice mode, such as voice prompting the user how to operate these two options.
  • the user interface can also display the establishment time of the network session connection (for example, 2 seconds), the end button of the network session connection (ie, the hang-up button in FIG. 11a), and the like.
  • the call center of China Life Insurance will send the second level voice menu to the instant messaging client, and the instant messaging client displays the second visual menu.
  • the information of the three options that is, the three options of “upper level”, “one button renewal” and “policy inquiry” can be displayed in the user interface as shown in FIG. 11b, and the three items can also be played by voice. Tips for options, such as voice prompts the user how to operate these 3 options.
  • the instant messaging client When the instant messaging client receives the operation information of the "policy query", the instant messaging client displays a user input interface, such as the user interface shown in FIG. 11c, where the user interface includes an interface for inputting a license plate or a policy number. There is also an interface for inputting a document number.
  • the user inputs the policy number and the document number from the two interfaces respectively, and clicks the "confirm" button the instant messaging client receives the policy number entered by the user from the user interface and The ID number; the instant messaging client will directly submit the information input by the user to the call center of PICC according to the URL of the courier call center, and the call center of PICC will send the corresponding policy information to the instant messaging client according to the received information. end.
  • FIG. 12 is a schematic illustration of an operational layout of an instant messaging tool in accordance with an embodiment of the present invention.
  • the operation layout of an instant communication tool is a yellow page of a phone in the QQ interface of the mobile phone, and the operation panel includes categories of services, such as “Express”, “Transportation”, “Hotel Travel”, “Hospital”.
  • the categories of services such as “banking”, “public service”, “brand after-sales”, and “insurance certificate”.
  • the icon of the most interesting interactive event is displayed at the bottom of the QQ yellow page, for example, the icons of the interactive events such as the first express, the Chinese life, the second express, and the first bank, and the icon of each interactive event corresponds to the specific service of the interactive event.
  • the instant messaging tool application When selecting China Life Insurance, the instant messaging tool application generates an instruction command by clicking the phone icon on the right side of the China Life icon, requesting to obtain the service data corresponding to China Life, and entering the call customer service state.
  • This embodiment establishes a connection between the instant communication tool application and the call center through network voice communication, and directly interfaces with the call center of China Life through the VOIP audio and video access function.
  • This call process goes directly to the VOIP network. It only needs to consume traffic. It can be dialed freely under WIFI. It does not need to use the traditional telephone to call the customer service phone of the enterprise, which saves considerable cost for both the enterprise and the user terminal.
  • 13a-13J are schematic diagrams of another user interface displayed by an instant messaging client in an embodiment of the present invention.
  • the communication center of China Life is communicated as an example for description.
  • Enable the instant messaging application to generate an indicator by clicking the phone icon to the right of the China Life icon After the order, connect to China Life's call center.
  • the prompt message of "Calling" is used to prompt the response of the call center waiting for China Life.
  • a visual menu interface is displayed.
  • China Life’s service menu is nine, for example, “Profit insurance” service menu, “auto insurance” service menu, “life insurance” service menu, “Dadi insurance” service menu, “enterprise annuity” service menu, “endowment security” "Service menu, "fund management” service menu, “claims service” service menu, "consultation complaints” service menu, presented in the form of a round shape Jiugongge service text.
  • the touch "life insurance” service menu, the "life insurance” service menu is marked with a dark color after receiving the touch signal, and the identification menu of the "life insurance” service menu is obtained.
  • the service corresponding to China Life is interacted to intuitively provide rich service functions of the enterprise merchant.
  • the user terminal directly selects, does not need to wait for a cumbersome and complicated voice broadcast, and directly clicks on the service menu, so that the user terminal can quickly perform service interaction, thereby reducing the event interaction time of the application.
  • the target event is China Life.
  • China Life s service menu is three, for example, the “Account Query” service menu, the “Travel Insurance” service menu, and the “Auto Insurance” service menu will be three.
  • the service menus are displayed in a line on the interface of the communication application.
  • the service menu of China Life is one, for example, the “Account Query” service menu
  • the service menu is displayed on the interface of the communication application in a row.
  • FIG. 1 A communication device with a call center, such as the above-mentioned audio and video client, is shown in FIG.
  • the session connecting unit 10 is configured to establish a network session connection between the audio and video server and the call center;
  • the menu receiving unit 11 is configured to receive, by using the network session connection, a first level voice menu sent by the call center;
  • the relationship obtaining unit 12 is configured to acquire a correspondence between the visual menu of the call center and a voice menu
  • the menu search unit 13 is configured to search, according to the correspondence relationship acquired by the relationship acquiring unit 12, the first visualization menu corresponding to the first level voice menu received by the menu receiving unit 11; the relationship obtaining unit 12 is specifically configured to The audio and video server downloads a correspondence between the visual menu and a voice menu.
  • the display unit 14 is configured to display the first visualization menu searched by the menu search unit 13.
  • the display unit 14 is specifically configured to display information of at least one option included in the first visualization menu on the user interface.
  • the display unit 14 can display the information of the at least one option in a voice manner while displaying the information of each option, which may include the specificity of each option. Content, or prompt information for the operation of each option, etc.
  • the menu receiving unit 11 of the communication device with the call center receives the first level voice menu sent by the call center through the network session connection, and the menu search unit 13 according to the visual menu of the call center and the voice menu.
  • Corresponding relationship finds the first visualization menu corresponding to the first level voice menu, and the first visualization menu is displayed by the display unit 14.
  • the user can directly operate the first visual menu to realize communication with the call center.
  • the user can intuitively operate the menu provided by the call center, instead of answering and operating the voice menu to achieve Call center communication greatly facilitates user operations.
  • the voice menu is realized by the communication device of the call center of the present embodiment, so that Compatible with existing call centers in multiple enterprises.
  • the session connection unit 10 is further configured to: receive a connection request to the call center by using a communication application installed on the audio and video client; establish, by the communication application, in response to the connection request a connection between the call centers; and sending a request command to the call center, wherein the request command is used to request the call center to send the first level voice menu.
  • the menu search unit 13 may be further configured to: obtain a preset configuration file according to the correspondence relationship; parse the preset configuration file to obtain an analysis result; and generate the first visualization according to the analysis result. menu.
  • the template construction system includes a configuration system 231, a web server (Web Server) 232, and an audio and video client 233.
  • a configuration system 231 As shown in FIG. 15, the template construction system includes a configuration system 231, a web server (Web Server) 232, and an audio and video client 233.
  • Web Server Web Server
  • the configuration system 231 provides a configuration page to configure data of the visualization menu, and the configuration system 231 saves the system configured menu data in a JSON format or an XML format into a configuration file, where the configuration file provides the IVR menu content and other information of the enterprise merchant, wherein The IVR menu can be accessed by telephone into the service center, and the voice information related to the input is played according to the content input by the user terminal.
  • the configuration file can be automatically uploaded to the web server 232.
  • the server 233 stores the JSON format XML configuration file of the IVR configuration menu, and each enterprise merchant corresponds to one configuration file.
  • the configuration file of the visual menu is read by the server, and the configuration data of the visual menu is obtained, thereby generating a visual menu layout, and selecting the next level according to the type of the visual menu.
  • Menu or return to the previous menu, or jump to the target event customized page, or enter the manual service page, thereby reducing the application's event interaction time.
  • the communication device with the call center may include, in addition to the structure shown in FIG. 14, an operation receiving unit 15, an operation processing unit 16, a data transmitting unit 17, and Push receiving unit 18, wherein:
  • the operation receiving unit 15 is configured to receive operation information of the information about the first option in the at least one option displayed by the display unit 13 by the user;
  • the operation processing unit 16 is configured to display an information input interface according to the operation information of the information about the first option, where the information input interface includes an input interface for inputting any of the following data: image data, character data, video data, and audio. data;
  • the data sending unit 17 is configured to receive data input by the user when input from the input interface of the information input interface displayed by the operation processing unit 16, and acquire network address information of the call center; according to the network address information of the call center The data input by the user is sent to the call center.
  • the push receiving unit 18 is configured to receive a push message sent by the call center, where the push message includes any one of the following: a notification message, an evaluation interface message, a service processing result, and a rich media message.
  • the communication device with the call center may include an operation receiving unit 15 indicating the transmitting unit, in addition to the structure as shown in FIG. 19.
  • the operation receiving unit 15 is configured to receive operation information of information about a second option of the at least one option displayed by the display unit 14 by the user;
  • the indication sending unit 19 is configured to send the indication information of the second option to the call center through the network session connection after the operation receiving unit 15 receives the operation information of the information about the second option. ;
  • a menu processing unit 20 configured to receive, by using the network session connection, a second level voice menu corresponding to the second option sent by the call center, and display a second corresponding to the second level voice menu according to the correspondence relationship Visualize the menu.
  • the push receiving unit 18 is configured to receive a push message sent by the call center, where the push message includes any one of the following: a notification message, an evaluation interface message, a service processing result, and a rich media message.
  • the communication device with the call center may also be a combination of the communication device with the call center shown in FIG. 15 and FIG. 16, that is, the communication device in the call center includes
  • the structure as shown in FIG. 14 further includes an operation receiving unit 15, an operation processing unit 16, a data transmitting unit 17, a push receiving unit 18, an instruction transmitting unit 19, and a menu processing unit 20, which are not described herein.
  • a communication device with a call center such as the above-mentioned audio and video server, is shown in FIG. 18, and may specifically include:
  • the establishing unit 20 is configured to establish, by using the communication device with the call center, a network session connection between the audio and video client and the call center;
  • a first menu forwarding unit 21 configured to send, by using the network session connection established by the establishing unit 20, the first level voice menu sent by the call center to the audio and video client;
  • a relationship sending unit 22 configured to send a correspondence between the visual menu of the call center and a voice menu to the audio and video client, where the correspondence is used by the audio and video client to display the The first visualization menu corresponding to the first hierarchical voice menu sent by the first menu forwarding unit 21.
  • the establishing unit 20 is equipped with the communication center of the call center according to the embodiment.
  • the first menu forwarding unit 21 forwards the first level voice menu sent by the call center to the audio and video client, and the relationship sending unit 22 sends the call.
  • the corresponding relationship between the visual menu of the center and the voice menu facilitates the audio and video client to display the first visual menu corresponding to the first level voice menu.
  • the user can directly operate the first visual menu displayed by the audio and video client to realize communication with the call center.
  • the user can intuitively operate the menu provided by the call center instead of answering and Operating the voice menu to enable communication with the call center greatly facilitates user operations.
  • the menu sent by the call center in this embodiment is the same as the menu sent in the prior art method, the voice menu is realized by the audio and video client, so that it can be compatible with the existing multiple. Corporate call center.
  • the communication device with the call center may include, in addition to the structure shown in FIG. 18, an indication forwarding unit 23, a second menu forwarding unit 24, and an address.
  • the indication forwarding unit 23 is configured to send, by using the network session connection established by the establishing unit 20, the indication information of the second option selected by the user sent by the audio and video client, if the information in the first visualization menu includes at least one option To the call center;
  • a second menu forwarding unit 24 configured to send, by the network session connection established by the establishing unit 20, a second level voice menu corresponding to the second option sent by the call center to the audio and video client,
  • the second layer voice menu is used by the audio and video client to display a second visualization menu corresponding to the second level voice menu according to the correspondence relationship.
  • An address configuration unit 25 configured to configure network address information of the call center to the audio and video client, where network address information of the call center is used by the audio and video client to input a user according to the network address information
  • the data is sent to the call center, wherein the data input by the user includes any of the following data: picture data, character data, video data, and audio data.
  • the push forwarding unit 26 is configured to receive the push message sent by the call center, and send the push message to the audio and video client, where the push message includes any one of the following messages: a notification message, an evaluation interface message, and a service process. Results and rich media messages.
  • the central communication device may vary greatly depending on configuration or performance, and may include one or more central processing units (CPU) 30 (eg, one or more processors) and memory 31, one Or more than one storage medium 32 storing the application 321 or data 322 (eg, one or one storage device in Shanghai).
  • the memory 31 and the storage medium 32 may be short-term storage or persistent storage.
  • the program stored on storage medium 32 may include one or more modules (not shown), each of which may include a series of instruction operations in a communication device with a call center.
  • central processor 30 may be arranged to communicate with storage medium 32 to perform a series of instruction operations in storage medium 32 on a communication device with the call center.
  • the communication device with the call center may also include one or more power sources 33, one or more wired or wireless network interfaces 34, one or more input and output interfaces 35, and/or one or more operating systems 323, such as Windows. ServerTM, Mac OS XTM, UnixTM, LinuxTM, FreeBSDTM and more.
  • the steps performed by the audio and video client, and the audio and video server described in the above method embodiments may be based on the structure of the communication device with the call center shown in FIG.
  • the embodiment of the present invention further provides a communication system with a call center.
  • the structure of the communication system can be as shown in FIG. 1 , including an audio and video client and an audio and video server.
  • the call center shown in FIG. 1 is used to facilitate the description of the present embodiment.
  • the structure of the audio and video client can be the same as that of the communication device with the call center shown in the device embodiment one or three.
  • the structure of the audio and video server can be as shown in the second or third embodiment of the device.
  • the structure of the communication device will not be described herein.
  • the program may be stored in a computer readable storage medium, and the storage medium may include: Read only memory (ROM), random access memory (RAM), magnetic or optical disk, and the like.

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Abstract

本发明提供了一种与呼叫中心的通信方法、装置及系统。音视频客户端会通过网络会话连接接收呼叫中心发送的第一层级语音菜单，根据该呼叫中心的可视化菜单与语音菜单的对应关系查找到第一层级语音菜单对应的第一可视化菜单，并展示该第一可视化菜单。这样用户可以直接对第一可视化菜单进行操作，实现与呼叫中心的通信，在这个通信过程中，用户可以比较直观地对呼叫中心提供的菜单进行操作，而不是通过接听并操作语音菜单以实现与呼叫中心的通信，极大地方便了用户操作。

Description

一种与呼叫中心的通信方法、装置和系统 技术领域
本申请涉及通信技术领域，具体涉及一种与呼叫中心的通信方法、装置和系统。
背景技术
现有的许多企业都开通了呼叫中心，该呼叫中心是指和运营商公共交换电话网络(Public Switched Telephone Network，PSTN)网络中的媒体网关(Media Gateway，MGW)和媒体网关控制功能(Media Gateway Control Function，MGCF)网关对接，并处理相关会话初始协议(Session Initiation Protocol，SIP)信令、语音富媒体流的平台，方便了用户通过该呼叫中心进行业务咨询和业务办理等操作。
现有技术中，用户可以使用电话终端呼叫各个企业的呼叫中心，这样呼叫中心会将对应业务的业务菜单以语音方式发送给电话终端，这样可以通过电话终端接收的业务菜单与呼叫中心之间进行交互，以实现各项业务操作。但是现有的通过语音方式与呼叫中心之间的交互方法，需要用户先记住接听的语音菜单，然后再根据语音提示进行相应操作，使得用户操作不是很方便。
发明内容
本发明实施例提供一种与呼叫中心的通信方法、装置和系统，通过为客户呈现与语音菜单相对应的可视化菜单，方便了用户的操作。
本发明实施例第一方面提供了一种与呼叫中心的通信方法，包括：
音视频客户端通过音视频服务器与所述呼叫中心之间建立网络会话连接；
通过所述网络会话连接接收到所述呼叫中心发送的第一层级语音菜单；
获取所述呼叫中心的可视化菜单与语音菜单的对应关系；
根据所述对应关系查找所述第一层级语音菜单对应的第一可视化菜单； 以及
展示所述第一可视化菜单。
本发明实施例第二方面提供一种与呼叫中心的通信方法，包括：
通过音视频服务器建立音视频客户端与所述呼叫中心之间的网络会话连接；
通过所述网络会话连接将所述呼叫中心发送的第一层级语音菜单发送给所述音视频客户端；以及
将所述呼叫中心的可视化菜单与语音菜单的对应关系发送给所述音视频客户端，所述对应关系用于使所述音视频客户端根据所述对应关系展示所述第一层级语音菜单对应的第一可视化菜单。
本发明实施例第三方面提供一种与呼叫中心的通信装置，包括：
会话连接单元，用于通过音视频服务器与呼叫中心之间建立网络会话连接；
菜单接收单元，用于通过所述网络会话连接接收到呼叫中心发送的第一层级语音菜单；
关系获取单元，用于获取所述呼叫中心的可视化菜单与语音菜单的对应关系；
菜单查找单元，用于根据所述对应关系查找所述第一层级语音菜单对应的第一可视化菜单；以及
展示单元，用于展示所述第一可视化菜单。
本发明实施例第四方面提供一种与呼叫中心的通信装置，包括：
建立单元，用于通过所述与呼叫中心的通信装置建立音视频客户端与所述呼叫中心之间的网络会话连接；
第一菜单转发单元，用于通过所述网络会话连接将所述呼叫中心发送的第一层级语音菜单发送给所述音视频客户端；
关系发送单元，用于将所述呼叫中心的可视化菜单与语音菜单的对应关系发送给所述音视频客户端，所述对应关系用于使所述音视频客户端根据所述对应关系展示所述第一层级语音菜单对应的第一可视化菜单。
本发明实施例第五方面提供一种与呼叫中心的通信系统，包括音视频客 户端和音视频服务器，其中：
所述音视频客户端是如本发明实施例第三方面提供的与呼叫中心的通信装置；
所述音视频服务器是如本发明实施例第四方面提供的与呼叫中心的通信装置。
可见，在本实施例的方法中，音视频客户端会通过网络会话连接接收呼叫中心发送的第一层级语音菜单，根据该呼叫中心的可视化菜单与语音菜单的对应关系查找到第一层级语音菜单对应的第一可视化菜单，并展示该第一可视化菜单。这样用户可以直接对第一可视化菜单进行操作，实现与呼叫中心的通信，在这个通信过程中，用户可以比较直观地对呼叫中心提供的菜单进行操作，而不是通过接听并操作语音菜单以实现与呼叫中心的通信，极大地方便了用户操作。此外，由于呼叫中心在本实施例的方法中发送的菜单与现有技术方法中发送的菜单一样，都是语音菜单，而菜单的可视化实现是由音视频客户端来实现，这样可以兼容现有的多个企业的呼叫中心。
附图说明
为了更清楚地说明本发明实施例或现有技术中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本发明的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动性的前提下，还可以根据这些附图获得其他的附图。
图1是本发明实施例中一种与呼叫中心的通信系统的结构示意图；
图2是本发明方法实施例一提供的一种与呼叫中心的通信方法的流程图；
图3是本发明方法实施例一提供的另一种与呼叫中心的通信方法的流程图；
图4是本发明方法实施例一提供的另一种与呼叫中心的通信方法的流程图；
图5是根据本发明方法实施例一提供的与呼叫中心的通信方法中建立网络会话连接的方法的流程图；
图6是根据本发明方法实施例一提供的与呼叫中心的通信方法中获取第一可视化菜单的流程图；
图7是本发明方法实施例二提供的一种与呼叫中心的通信方法的流程图；
图8是本发明方法实施例三中一种与呼叫中心的通信系统的结构示意图；
图9是本发明方法实施例三提供的一种与呼叫中心的通信方法的流程图；
图10a是本发明方法实施例三中第一用户界面的示意图；
图10b是本发明方法实施例三中第二用户界面的示意图；
图10c是本发明方法实施例三中第三用户界面的示意图；
图11a是本发明方法实施例中即时通信客户端显示的一个用户界面的示意图；
图11b是本发明方法实施例中即时通信客户端显示的另一用户界面的示意图；
图11c是本发明方法实施例中即时通信客户端显示的另一用户界面的示意图；
图12是本发明方法实施例中即时通信工具的操作版面的示意图；
图13a至图13j是本发明实施例中即时通信客户端显示的用户界面的示意图；
图14是本发明设备实施例一提供的一种与呼叫中心的通信装置的结构示意图；
图15是根据本发明设备实施例的模板构建系统的示意图；
图16是本发明设备实施例一提供的另一种与呼叫中心的通信装置的结构示意图；
图17是本发明设备实施例一提供的另一种与呼叫中心的通信装置的结构示意图；
图18是本发明设备实施例二提供的一种与呼叫中心的通信装置的结构示意图；
图19是本发明设备实施例二提供的另一种与呼叫中心的通信装置的结构示意图；以及
图20是本发明设备实施例三提供的一种与呼叫中心的通信装置的结构示意图。
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，本领域普通技术人员在没有作出创造性劳动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。
本发明的说明书和权利要求书及上述附图中的术语“第一”、“第二”、“第三”“第四”等(如果存在)是用于区别类似的对象，而不必用于描述特定的顺序或先后次序。应该理解这样使用的数据在适当情况下可以互换，以便这里描述的本发明的实施例例如能够以除了在这里图示或描述的那些以外的顺序实施。此外，术语“包括”和“具有”以及他们的任何变形，意图在于覆盖不排它的包含，例如，包含了一系列步骤或单元的过程、方法、系统、产品或设备不必限于清楚地列出的那些步骤或单元，而是可包括没有清楚地列出的或对于这些过程、方法、产品或设备固有的其它步骤或单元。
本发明实施例一
提供一种与呼叫中心的通信方法，主要应用于如图1所示的与呼叫中心的通信系统中。在该系统中包括音视频客户端和音视频服务器，其中，音视频客户端可以通过音视频服务器与至少一个企业的呼叫中心(图1中以多个呼叫中心为例说明)连接。音视频客户端主要是支持音视频通信的客户端，比如即时通信的客户端；音视频服务器是与音视频客户端对应的服务器，可以提供各种音视频通信的业务；呼叫中心是和运营商PSTN网络中的MGW和MGCF网关对接，并处理相关SIP信令、语音富媒体流的平台。
本实施例的方法是系统中的音视频客户端所执行的方法，流程图如图2所示，包括：
步骤101，音视频客户端通过音视频服务器与呼叫中心之间建立网络会话连接。
可以理解，当音视频客户端连接到音视频服务器后，用户可以通过操作音视频客户端，发起网络会话连接请求，以请求音视频客户端连接到某一呼叫中心，进行网络会话。当音视频服务器接收到网络会话连接请求后，可以分别建立与音视频客户端之间和呼叫中心之间的网络会话连接，这样就建立了音视频客户端通过音视频服务器与呼叫中心之间的网络会话连接。
步骤102，通过网络会话连接接收到呼叫中心发送的第一层级语音菜单。这里第一层级语音菜单是指呼叫中心包含的多个层级语音菜单中的任一层级的语音菜单。
在建立了网络会话连接后，呼叫中心会将语音菜单以层级为单位通过该网络会话连接发送给音视频客户端。
步骤103，获取呼叫中心的可视化菜单与语音菜单的对应关系。
该对应关系是由音视频服务器配置的，具体可以为轻量级的数据交换格式(JavaScript Object Notation，JSON)文件，也可以是可扩展标示语言(Extensive Markup Language，XML)文件等。音视频客户端在获取该对应关系时，可以直接从音视频服务器下载得到。
步骤104，根据步骤103获取的对应关系查找到第一层级语音菜单对应的第一可视化菜单。
步骤105，展示第一可视化菜单，具体地，可以在用户界面显示第一可视化菜单所包括的至少一个选项的信息，每个选项分别表示一个功能，比如上传表单、上传相片或上传音视频等富媒体功能。这里显示的一个选项的信息可以为所表示的功能名称。这样用户可以选择任一选项的信息，以发起该第一层级语音菜单下一层级的语音菜单的传输。
进一步地，为了方便用户对该第一可视化菜单的操作，音视频客户端在展示第一可视化菜单时，在显示各个选项的信息的同时，可以以语音方式播放至少一个选项的信息，可以包括各个选项的具体内容(比如选项所表示的功能名称)，或对各个选项的操作的提示信息等。
进一步地，音视频客户端除了可以通过上述步骤101到105接收呼叫中心发送的语音菜单，还可以接收呼叫中心主动推送的消息，具体地，接收呼叫中心发送的推送消息，该推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息等。需要说明的是，该推送消息可以不通过上述网络会话连接来接收，而通过另外的链路来接收。
可见，在本实施例的方法中，音视频客户端会通过网络会话连接接收呼叫中心发送的第一层级语音菜单，根据该呼叫中心的可视化菜单与语音菜单的对应关系查找到第一层级语音菜单对应的第一可视化菜单，并展示该第一 可视化菜单。这样用户可以直接对第一可视化菜单进行操作，实现与呼叫中心的通信，在这个通信过程中，用户可以比较直观地对呼叫中心提供的菜单进行操作，而不是通过接听并操作语音菜单以实现与呼叫中心的通信，极大地方便了用户操作。此外，由于呼叫中心在本实施例的方法中发送的菜单与现有技术方法中发送的菜单一样，都是语音菜单，而菜单的可视化实现是由音视频客户端来实现，这样可以兼容现有的多个企业的呼叫中心。
在具体的实施例中，当音视频客户端在展示了第一可视化菜单后，用户可以直接操作该第一可视化菜单，以实现与呼叫中心之间的通信，具体可以由如下两种方式：
(1)参考图3所示，对于第一可视化菜单中某一类型的选项(即第一选项)的操作，音视频客户端可以执行如下步骤：
步骤201，接收用户对第一可视化菜单中至少一个选项中第一选项的信息的操作信息。
其中第一选项是指该第一可视化菜单中的任一选项。
步骤202，根据所述对第一选项的信息的操作信息显示信息输入界面，其中，该信息输入界面包括输入如下任一数据的输入接口：图片数据，字符数据，视频数据及音频数据。
步骤203，从信息输入界面的输入接口接收用户输入的数据，并获取呼叫中心的网络地址信息。
该呼叫中心的网络地址信息可以由音视频服务器配置给音视频客户端。
步骤204，根据呼叫中心的网络地址信息将用户输入的数据发送给呼叫中心。
可以直接由音视频客户端将该用户输入的数据发送给呼叫中心，而不用通过音视频服务器。
(2)参考图4所示，对于第一可视化菜单中另一类型的选项(即第二选项)的操作，音视频客户端可以执行如下步骤：
步骤301，接收用户对至少一个选项中第二选项的信息的操作信息。
步骤302，通过上述网络会话连接将第二选项的指示信息发送给呼叫中心。
可以理解，在一般情况下，用户在通过电话终端与呼叫中心建立语音会话连接后，呼叫中心会将语音菜单发送到电话终端，而用户通过电话终端选择语音菜单中的某一项后，电话终端会将选择的选项的指示信息发送给呼叫中心，从而通过这种方式实现电话终端与呼叫中心的通信。
在本发明实施例中，为了兼容各种呼叫中心，不用对现有的呼叫中心作任何改变，音视频客户端会将用户选择的选项的指示信息通过上述网络会话连接发送给呼叫中心，这样呼叫中心才能识别音视频客户端发送的信息，然后进行下一步的处理。
其中第二选项的指示信息可以是双音多频(dual-tone multi frequency，DTMF)键的信息，在本实施例中，第一可视化菜单中每一个选项对应一个DTMF键。
步骤303，通过上述网络会话连接接收呼叫中心发送的第二选项对应的第二层级语音菜单。其中第二层级语音菜单是上述第一层级语音菜单的下一层级的语音菜单
步骤304，根据所述对应关系查找所述第二层级语音菜单对应的第二可视化菜单，并展示第二可视化菜单。展示第二可视化菜单的方法可以如上述展示第一可视化菜单的方法所述，在此不进行赘述。
图5是根据本发明方法实施例一提供的与呼叫中心的通信方法中建立网络会话连接的方法的流程图。如图5所示，音视频客户端通过音视频服务器与呼叫中心之间建立网络会话连接包括以下步骤：
步骤501，通过安装在所述音视频客户端上的通信应用接收对所述呼叫中心的连接请求。
步骤502，通过该通信应用建立与所述呼叫中心之间的连接。
通讯应用为用于进行事件交互的应用，该通讯应用可以具有语音通讯功能，通过语音通讯功能在终端之间传输语音数据从而获取到语音信息，并且通过语音信息进行事件的交互。通讯应用中的事件为用于满足用户终端的服务需求的事件，比如，消费者到企业(Consumer to Business，简称为C2B)的商业模式中的服务。
例如，该通讯应用为某即时通信应用，该呼叫中心提供企业商家服务。 该即时通信应用通过企业电话进行企业商家服务的交互，通过该即时通信电话直拨企业客服电话，获得客服的语音提示信息，通过客服的语音提示信息进行用户终端与企业商家提供的服务的交互，只需要消耗流量，在无线保真(Wireless Fidelity，简称为WIFI)可以免费拨打，降低了成本。该即时通信应用中的企业商家服务可以包括多种服务，比如，快递服务、银行服务、机票服务、租车服务、品牌售后服务、代驾服务、旅游服务、保险服务等，该即时通信应用中的企业商家服务通过图表信息加文字信息显示在该即时通信应用的界面上，方便用户终端查询不同的服务。用户终端可以在通讯应用的最上端的搜索框搜索该即时通信应用的界面上未显示的服务，进而查询通讯应用的目标商家的服务。
步骤503，发送请求指令至所述呼叫中心，其中所述请求指令用于请求所述呼叫中心发送第一层级语音菜单。
在查询到该即时通信应用的目标商家之后，通过目标商家的服务操作版面接收请求指令。服务操作版面为用于对目标商家的服务执行操作的版面，比如，公众号AIO界面，或者企业商家资料卡等。该服务操作版面包括对事件进行操作的提示信息。比如，通过电话图标提示用户终端可以拨打企业商家的客服电话，通过网址信息提示用户终端可以查询企业商家的服务网站等。请求指令用于指示该即时通信应用请求获取企业商家服务对应的服务数据，其可以为用户终端对服务操作版面的触控信号。当在服务操纵版面的特定区域接收到该触控信号时，该即时通信应用可以立即请求响应该触控信号，请求获取目标商家的服务对应的服务数据。比如，当呼叫中心为某快递企业的呼叫中心时，用户终端在某快递企业的公众号AIO界面中或者某快递企业的商家资料卡中点击“该即时应用的电话”或者“该即时应用的电话”图标，产生触控信号，服务操作版面接收该触控信号，进而指示通讯应用请求获取某快递企业对应的服务数据。
图6是根据本发明方法实施例一提供的与呼叫中心的通信方法中获取第一可视化菜单的流程图。如图6所示，根据对应关系查找第一层级语音菜单对应的第一可视化菜单，具体包括：
步骤601，根据对应关系获取预设的配置文件。
预设的配置文件为用于配置呼叫中心对应的服务菜单的文件。可选地，配置系统中提供配置页面可以配置可视化菜单的数据，配置系统将系统配置好的菜单数据以轻量级的数据交换格式(Java Script Object Notation，简称为JSON)格式或可扩展标示语言(Extensive Markup Language，XML)文件的格式保存成配置文件，该配置文件提供企业商家的互动式语言应答(Interactive Voice Response，简称为IVR)菜单内容和其它的信息，其中，IVR菜单可以用电话进入服务中心，根据用户终端输入的内容播放与输入有关的语音信息。该预设配置文件可以自动上传至IVR可视化菜单服务器。在IVR可视化菜单服务器上，存储IVR配置菜单的JSON格式或XML格式的配置文件。每个企业商家对应一个配置文件。在通讯应用的可视化菜单版面，通过通用网管接口(Common Gateway Interface，简称为CGI)从IVR可视化菜单服务器拉取该预设配置文件。
步骤602，解析预设的配置文件，得到解析结果。
在从IVR可视化菜单服务器获取预设配置文件之后，解析预设配置文件，根据得到解析结果，该解析结果可以为可视化菜单的配置数据。
步骤603，根据解析结果生成第一可视化菜单。
根据解析结果渲染可视化菜单版面，并根据解析结果生成可视化菜单版面，从而可以控制通讯应用的可视化菜单进行点击、切换事件等操作，降低了应用的事件交互时间。
举例而言，当用户终端点击了某个服务菜单时，通过服务器读取可视化菜单的配置文件，得到可视化菜单的配置数据，进而生成可视化菜单版面。根据该可视化菜单的类型选择展示下一级菜单，或者返回上一级菜单，或者跳转至目标事件自定义的页面，或者进入人工服务页面，降低了应用的事件交互时间。
本发明方法实施例二
提供一种与呼叫中心的通信方法，主要应用于如图1所示的与呼叫中心的通信系统中，本实施例的方法是系统中的音视频服务器所执行的方法，流程图如图7所示，包括：
步骤701，通过音视频服务器建立音视频客户端与呼叫中心之间的网络会 话连接。
当音视频客户端连接到音视频服务器后，用户可以通过操作音视频客户端，发起网络会话连接请求，以请求音视频客户端连接到某一呼叫中心，进行网络会话。当音视频服务器接收到网络会话连接请求后，可以分别建立与音视频客户端之间和呼叫中心之间的网络会话连接，这样就建立了音视频客户端通过音视频服务器与呼叫中心之间的网络会话连接。
步骤702，通过网络会话连接将呼叫中心发送的第一层级语音菜单发送给音视频客户端。
在建立了网络会话连接后，呼叫中心会将语音菜单以层级为单位通过该网络会话连接发送给音视频客户端，在这个过程中，音频服务器负责呼叫中心与音视频客户端之间信息的转发。
步骤703，将呼叫中心的可视化菜单与语音菜单的对应关系发送给音视频客户端，该对应关系用于使音视频客户端根据该对应关系展示第一层级语音菜单对应的第一可视化菜单，音视频客户端具体如何展示第一可视化菜单可以如上述方法实施例一中所述，在此不进行赘述。
具体地，该对应关系是音视频服务器配置并发送给音视频客户端的，该对应关系具体可以为JSON文件或XML等格式的文件。
需要说明的是，上述步骤403，与步骤401和402之间并没有绝对的顺序关系，可以同时执行，也可以顺序执行，图5中所示的只是其中一种具体的实现方式。
进一步地，音视频服务器还可以接收呼叫中心发送的推送消息，将推送消息发送给音视频客户端，推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息等。需要说明的是，该推送消息可以不用通过上述网络会话连接转发给音视频客户端。
在本实施例的方法中，通过音视频服务器建立音视频客户端与呼叫中心之间的网络会话连接后，音视频服务器会将呼叫中心发送的第一层级语音菜单转发给音视频客户端，且将该呼叫中心的可视化菜单与语音菜单的对应关系发送给音视频客户端，方便音视频客户端展示第一层级语音菜单对应的第一可视化菜单。这样用户可以直接对音视频客户端展示的第一可视化菜单进 行操作，实现与呼叫中心的通信，在这个通信过程中，用户可以比较直观地对呼叫中心提供的菜单进行操作，而不是通过接听并操作语音菜单以实现与呼叫中心的通信，极大地方便了用户操作。此外，由于呼叫中心在本实施例的方法中发送的菜单与现有技术方法中发送的菜单一样，都是语音菜单，而菜单的可视化实现是由音视频客户端来实现，这样可以兼容现有的多个企业的呼叫中心。
需要说明的是，当音视频客户端在展示了第一可视化菜单后，用户可以直接操作该第一可视化菜单，以实现与呼叫中心之间的通信。具体地，该第一可视化菜单可以包括至少一个选项的信息，这些选项主要可以有两种类型：
(1)一种情况下，用户在对某一类型的选项(即第二选项)的信息进行操作时，可以直接触发第一层级语音菜单下一层级的语音菜单，即第二层级语音菜单的传输。
在这种情况下，音视频服务器会通过上述网络会话连接将音视频客户端发送的用户选择的第二选项的指示信息发送给呼叫中心，然后通过上述网络会话连接将呼叫中心发送的第二选项对应的第二层级语音菜单发送给音视频客户端，该第二层语音菜单用于音视频客户端根据上述对应关系展示第二层级语音菜单对应的第二可视化菜单。
(2)另一种情况下，用户在对另一类型的选项(即第一选项)的信息进行操作时，可以触发音视频客户端直接将用户输入的数据发送给呼叫中心。
在这种情况下，音视频服务器需要将呼叫中心的网络地址信息配置给音视频客户端，该呼叫中心的网络地址信息用于音视频客户端根据网络地址信息将用户输入的数据发送给呼叫中心，其中，用户输入的数据包括如下任一数据：图片数据，字符数据，视频数据及音频数据等富媒体数据。这样对于用户从音视频客户端输入的数据可以直接发送给呼叫中心，而不需要通过上网络会话连接发送给呼叫中心。
本发明方法实施例三
提供一种具体的与呼叫中心的通信方法的应用实例，参考图8所示，在本实施例中，音视频客户端和音视频服务器分别为即时通信客户端和即时通信服务器，呼叫中心为某快递企业的呼叫中心，本实施的与该快递呼叫中心的 通信方法流程图如图9所示，包括：
步骤901，即时通信客户端建立通过即时通信服务器与快递呼叫中心之间的网络会话连接。
当即时通信客户端与即时通信服务器建立通信连接后，即时通信服务器可以提供给即时通信客户端网络连接界面，该网络连接界面包括发起与快递呼叫中心的网络会话连接的按钮，当用户点击该按钮，即时通信客户端会发送网络会话连接请求给即时通信服务器；这样即时通信服务器在接收到网络会话连接请求后，分别建立与即时通信客户端之间和快递呼叫中心之间的网络会话连接。
步骤902，快递呼叫中心将第一层级语音菜单通过上述网络会话连接发送给即时通信客户端。
步骤903，即时通信客户端从即时通信服务器下载该快递呼叫中心的可视化菜单与语音菜单的对应关系，根据该对应关系查找到第一层级语音菜单对应的第一可视化菜单，展示该第一可视化菜单。
具体地，如图10a所示，即时通信客户端在展示第一可视化菜单时，可以在第一用户界面显示3个选项的信息，即“我要寄件”，“快件跟踪”和“投诉建议”这3个选项，且还可以以语音方式播放这3个选项的提示信息，比如语音提示用户如何操作这3个选项。
步骤904，当用户点击“快件跟踪”的按钮，即时通信客户端接收用户对第二选项的信息的操作信息，即对“快件跟踪”的操作信息，即时通信客户端会通过上述网络会话连接将第二选项的指示信息发送给快递呼叫中心。
需要说明的是，现有通过电话终端呼叫快递呼叫中心后，快递呼叫中心发送给电话终端的第一层级语音菜单中，每个语音选项对应一个用户操作按键的信息，比如“快件跟踪请按2”，这里2为“快件跟踪”这个语音选项对应的用户操按键的信息，当用户将2输入电话终端后，电话终端会将“2”对应的DTMF键发送给快递呼叫中心。本实施例中，为了兼容现有的各个呼叫中心，第一可视化菜单中的每个选项可以对应一个DTMF键，这样在执行本步骤时，即时通信客户端在发送第二选项的指示信息时，可以发送该第二选项对应的DTMF键的信息。
步骤905，快递呼叫中心将该第二选项对应的第二层级语音菜单通过上述的网络会话连接发送给即时通信客户端，即时通信客户端根据对应关系展示第二层级语音菜单对应的第二可视化菜单。
具体地，如图10b所示，即时通信客户端在展示第二可视化菜单时，可以在第二用户界面显示3个选项的信息，即“上一级”，“扫码查询”和“单号查询”这3个选项，且还可以以语音方式播放这3个选项的提示信息，比如语音提示用户如何操作这3个选项。
步骤906，当用户点击“单号查询”的按钮，即时通信客户端接收用户对第一选项的信息的操作信息，即对“单号查询”的操作信息，即时通信客户端会显示用户输入界面，比如图10c所示的第三用户界面，在该第三用户界面上包括用户输入单号数据的接口，当用户在该接口输入单号，并点击“确认并提交”的按钮后，即时通信客户端会从第三用户界面上接收到用户输入的单号；即时通信客户端会根据快递呼叫中心的统一资源定位器(Uniform Resource Locator，URL)将用户输入的单号直接提交给快递呼叫中心。
其中，快递呼叫中心的URL是即时通信服务器配置给即时通信客户端的。
步骤907，快递呼叫中心可以将用户输入的单号对应的快递信息通过上述网络会话连接发送给即时通信客户端。
且快递呼叫中心还可以通过推送消息将快递信息发送给即时通信服务器，由即时通信服务器将该推送消息发送给即时通信客户端。
又参考图11a到图11c所示，当即时通信客户端与中国人寿保险(简称中国人保)的呼叫中心之间建立网络会话连接后，中国人保的呼叫中心会将第一层级语音菜单发送给即时通信客户端，则即时通信客户端在展示第一可视化菜单时，可以在如图11a所示的用户界面显示2个选项的信息，即“人工服务”和“自助服务”这2个选项，且还可以以语音方式播放这2个选项的提示信息，比如语音提示用户如何操作这2个选项。且在该用户界面上还可以显示该网络会话连接的建立时间(比如2秒)，该网络会话连接的结束按钮(即图11a中的挂断按钮)等。
当用户点击“人工服务”的按钮，中国人保的呼叫中心会将第二层级语音菜单发送给即时通信客户端，则即时通信客户端在展示第二可视化菜单时， 可以在如图11b所示的用户界面显示3个选项的信息，即“上一级”，“一键续保”和“保单查询”这3个选项，且还可以以语音方式播放这3个选项的提示信息，比如语音提示用户如何操作这3个选项。
当即时通信客户端接收到对“保单查询”的操作信息，即时通信客户端会显示用户输入界面，比如图11c所示的用户界面，在该用户界面上包括用户输入车牌或保单号的接口，还有输入证件号的接口，当用户从这两个接口分别输入保单号和证件号，并点击“确认”的按钮后，即时通信客户端会从该用户界面上接收到用户输入的保单号和证件号；即时通信客户端会根据快递呼叫中心的URL将用户输入的信息直接提交给中国人保的呼叫中心，则中国人保的呼叫中心会根据接收的信息将对应保单的信息发送给该即时通信客户端。
下面结合优选的实施例对本发明的技术方案进行说明。
图12是根据本发明实施例的即时通信工具的操作版面的示意图。如图12所示，某即时通信工具的操作版面为手机QQ界面中的电话黄页，该操作板面包括服务的类别，比如，“快递”、“交通出行”、“酒店旅游”、“医院”、“银行”、“公共服务”、“品牌售后”、“保险证劵”等服务的类别。在QQ黄页的下方显示关注度最高的交互事件的图标，比如，第一快递、中国人寿、第二快递、第一银行等交互事件的图标，每个交互事件的图标对应交互事件的具体服务。每个交互事件的右侧有对交互事件进行操作的提示信息，该提示信息为电话图标，用于表示可以拨打该交互事件的客服电话。当选择中国人寿时，通过点击中国人寿图标右侧的电话图标使即时通信工具应用产生指示指令，请求获取中国人寿对应的服务数据，进入呼叫客服状态。该实施例通过网络语音通讯建立即时通信工具应用和呼叫中心之间的连接，通过VOIP音视频接入功能，与中国人寿的呼叫中心直接对接。这个呼叫过程直接走VOIP网络，只需要消耗流量，在WIFI下可以免费拨打，不需要再借助传统的电话拨打企业的客服电话，对企业和用户终端来说都节约了可观的成本。
图13a至图13J是本发明实施例中即时通信客户端显示的另一用户界面的示意图。在本发明的实施例中，以对中国人寿的呼叫中心进行通信为例进行描述。在通过点击中国人寿图标右侧的电话图标使即时通信应用产生指示指 令之后，连接中国人寿的呼叫中心。如图13a所示，通过“正在呼叫……”的提示信息以提示等待中国人寿的呼叫中心的响应。
如图13b所示，连接中国人寿的呼叫中心成功之后，显示可视化菜单界面。当中国人寿的服务菜单为九个时，比如，为“财险”服务菜单、“车险”服务菜单、“寿险”服务菜单、“大地保险”服务菜单、“企业年金”服务菜单、“养老保障”服务菜单、“基金理财”服务菜单、“理赔服务”服务菜单、“咨询投诉”服务菜单，以圆形态九宫格加服务文字的形式呈现。当用户终端需要获取寿险服务时，触控“寿险”服务菜单，“寿险”服务菜单在接收到触控信号之后以深色进行标识，得到“寿险”服务菜单的标识菜单。通过该标识菜单与中国人寿对应的服务进行交互，从而直观地提供企业商家丰富的服务功能。用户终端直接进行选择，不需要等待繁琐冗杂的语音播报，直接点击服务菜单，使用户终端快速进行服务的交互，从而降低了应用的事件交互时间。
如图13c所示，当中国人寿的服务菜单为八个时，比如，为“账户查询”服务菜单、“旅游保险”服务菜单、“汽车保险”服务菜单、“智能服务”服务菜单、“VIP服务”服务菜单、“家庭保险”服务菜单、“意外保险”服务菜单、“少儿保险”服务菜单，按照前两行排列三个服务菜单，最后一行排列两个服务菜单的形式显示。当用户终端需要获取“智能服务”服务时，触控“智能服务”服务菜单，“智能服务”服务菜单在接收到触控信号之后以深色进行标识，得到“智能服务”服务菜单的标识菜单。通过该标识菜单与中国人寿对应的服务进行交互，从而直观地提供企业商家丰富的服务功能。
如图13d所示，当中国人寿的服务菜单为七个时，比如，为“账户查询”服务菜单、“旅游保险”服务菜单、“汽车保险”服务菜单、“智能服务”服务菜单、“VIP服务”服务菜单、“家庭保险”服务菜单、“少儿保险”服务菜单，按照前两行排列三个服务菜单，最后一行中间排列一个服务菜单的形式显示。当用户终端需要获取“智能服务”服务时，触控“智能服务”服务菜单，“智能服务”服务菜单在接收到触控信号之后以深色进行标识，得到“智能服务”服务菜单的标识菜单。通过该标识菜单与中国人寿对应的服务进行交互，从而直观地提供企业商家丰富的服务功能。
如图13e所示，当中国人寿的服务菜单为六个时，比如，为“账户查询” 服务菜单、“旅游保险”服务菜单、“汽车保险”服务菜单、“智能服务”服务菜单、“VIP服务”服务菜单、“家庭保险”服务菜单，按照每行排列三个服务菜单的形式显示。当用户终端需要获取“旅游保险”服务时，触控“旅游保险”服务菜单，“旅游保险”服务菜单在接收到触控信号之后以深色进行标识，得到“旅游保险”服务菜单的标识菜单。通过该标识菜单与中国人寿对应的服务进行交互，从而直观地提供企业商家丰富的服务功能。
如图13f所示，当中国人寿的服务菜单为五个时，比如，为“账户查询”服务菜单、“旅游保险”服务菜单、“汽车保险”服务菜单、“智能服务”服务菜单、“VIP服务”服务菜单，按照第一行排列三个服务菜单，第二行排列两个服务菜单的形式显示。
如图13g所示，当中国人寿的服务菜单为四个时，比如，为“账户查询”服务菜单、“旅游保险”服务菜单、“汽车保险”服务菜单、“智能服务”服务菜单，按照第每行排列两个服务菜单的形式显示。
如图13h所示，该目标事件为中国人寿，当中国人寿的服务菜单为三个时，比如，为“账户查询”服务菜单、“旅游保险”服务菜单、“汽车保险”服务菜单，将三个服务菜单按照一行排列在通讯应用的界面上进行显示。
如图13i所示，当中国人寿的服务菜单为两个时，比如，为“账户查询”服务菜单、“旅游保险”服务菜单，将两个服务菜单按照一行排列在通讯应用的界面上进行显示。
如图13j所示，当中国人寿的服务菜单为一个时，比如，为“账户查询”服务菜单，将这一个服务菜单按照一行排列在通讯应用的界面上进行显示。
本发明设备实施例一
提供一种与呼叫中心的通信装置，比如上述的音视频客户端，其结构示意图如图14所示，具体可以包括：
会话连接单元10，用于通过音视频服务器与呼叫中心之间建立网络会话连接；
菜单接收单元11，用于通过所述网络会话连接接收到呼叫中心发送的第一层级语音菜单；
关系获取单元12，用于获取所述呼叫中心的可视化菜单与语音菜单的对应关系；
菜单查找单元13，用于根据所述关系获取单元12获取的对应关系查找到所述菜单接收单元11接收的第一层级语音菜单对应的第一可视化菜单；该关系获取单元12，具体用于从所述音视频服务器下载所述可视化菜单与语音菜单的对应关系。
展示单元14，用于展示所述菜单查找单元13查找的第一可视化菜单。该展示单元14，具体用于在用户界面显示第一可视化菜单所包括的至少一个选项的信息。为了方便用户对该第一可视化菜单的操作，该展示单元14在展示第一可视化菜单时，在显示各个选项的信息的同时，可以以语音方式播放至少一个选项的信息，可以包括各个选项的具体内容，或对各个选项的操作的提示信息等。
可见，在本实施例中，与呼叫中心的通信装置的菜单接收单元11会通过网络会话连接接收呼叫中心发送的第一层级语音菜单，菜单查找单元13根据该呼叫中心的可视化菜单与语音菜单的对应关系查找到第一层级语音菜单对应的第一可视化菜单，并由展示单元14展示该第一可视化菜单。这样用户可以直接对第一可视化菜单进行操作，实现与呼叫中心的通信，在这个通信过程中，用户可以比较直观地对呼叫中心提供的菜单进行操作，而不是通过接听并操作语音菜单以实现与呼叫中心的通信，极大地方便了用户操作。此外，由于呼叫中心在本实施例中发送的菜单与现有技术方法中发送的菜单一样，都是语音菜单，而菜单的可视化实现是由本实施例的与呼叫中心的通信装置来实现，这样可以兼容现有的多个企业的呼叫中心。
在本发明的一个实施例中，会话连接单元10还可以用于：通过安装在音视频客户端上的通信应用接收对所述呼叫中心的连接请求；响应于连接请求，通过所述通信应用建立于呼叫中心之间的连接；以及发送请求指令至呼叫中心，其中请求指令用于请求所述呼叫中心发送第一层级语音菜单。
在本发明的一个实施例中，菜单查找单元13还可以用于：根据该对应关系获取预设的配置文件；解析预设的配置文件，得到解析结果；以及根据解析结果生成所述第一可视化菜单。
图15是根据本发明实施例的模板构建系统的示意图。如图15所示，该模板构建系统包括：配置系统231，网页服务器(Web Server)232和音视频客户端233。
配置系统231提供配置页面可以配置可视化菜单的数据，配置系统231将系统配置好的菜单数据以JSON格式或XML格式保存成配置文件，该配置文件提供企业商家的IVR菜单内容和其它的信息，其中，IVR菜单可以用电话进入服务中心，根据用户终端输入的内容播放与输入有关的语音信息。该配置文件可以自动上传至网页服务器232，服务器233存储IVR配置菜单的JSON格式会XML的配置文件，每个企业商家对应一个配置文件。当用户终端点击了目标事件对应的某个服务菜单时，通过服务器读取可视化菜单的配置文件，得到可视化菜单的配置数据，进而生成可视化菜单版面，并根据该可视化菜单的类型选择展示下一级菜单，或者返回上一级菜单，或者跳转至目标事件自定义的页面，或者进入人工服务页面，从而降低了应用的事件交互时间。
参考图16所示，在一个具体的实施例中，与呼叫中心的通信装置除了可以包括如图14所示的结构外，还可以包括操作接收单元15，操作处理单元16，数据发送单元17和推送接收单元18，其中：
操作接收单元15，用于接收用户对所述展示单元13展示的至少一个选项中第一选项的信息的操作信息；
操作处理单元16，用于根据所述对第一选项的信息的操作信息，显示信息输入界面，所述信息输入界面包括输入如下任一数据的输入接口：图片数据，字符数据，视频数据及音频数据；
数据发送单元17，用于当从所述操作处理单元16显示的信息输入界面的输入接口接收用户输入的数据，并获取所述呼叫中心的网络地址信息；根据所述呼叫中心的网络地址信息将所述用户输入的数据发送给所述呼叫中心。
推送接收单元18，用于接收所述呼叫中心发送的推送消息，所述推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息。
参考图17所示，在另一个具体的实施例中，与呼叫中心的通信装置除了可以包括如图14所示的结构外，还可以包括操作接收单元15，指示发送单元 19，菜单处理单元20和推送接收单元18，其中：
操作接收单元15，用于接收用户对所述展示单元14展示的至少一个选项中第二选项的信息的操作信息；
指示发送单元19，用于在所述操作接收单元15接收到对所述第二选项的信息的操作信息后，通过所述网络会话连接将所述第二选项的指示信息发送给所述呼叫中心；
菜单处理单元20，用于通过所述网络会话连接接收所述呼叫中心发送的所述第二选项对应的第二层级语音菜单，根据所述对应关系展示所述第二层级语音菜单对应的第二可视化菜单。
推送接收单元18，用于接收所述呼叫中心发送的推送消息，所述推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息。
需要说明的是，在其它具体的实施例中，与呼叫中心的通信装置还可以是上述图15与图16所示的与呼叫中心的通信装置的结合，即在呼叫中心的通信装置中除了包括如图14所示的结构外，还包括操作接收单元15，操作处理单元16，数据发送单元17，推送接收单元18，指示发送单元19和菜单处理单元20，在此不进行赘述。
本发明设备实施例二
提供一种与呼叫中心的通信装置，比如上述的音视频服务器，其结构示意图如图18所示，具体可以包括：
建立单元20，用于通过所述与呼叫中心的通信装置建立音视频客户端与所述呼叫中心之间的网络会话连接；
第一菜单转发单元21，用于通过所述建立单元20建立的网络会话连接将所述呼叫中心发送的第一层级语音菜单发送给所述音视频客户端；
关系发送单元22，用于将所述呼叫中心的可视化菜单与语音菜单的对应关系发送给所述音视频客户端，所述对应关系用于所述音视频客户端根据所述对应关系展示所述第一菜单转发单元21发送的第一层级语音菜单对应的第一可视化菜单。
在本实施例的装置中，建立单元20通过本实施例的与呼叫中心的通信装 置建立音视频客户端与呼叫中心之间的网络会话连接后，第一菜单转发单元21会将呼叫中心发送的第一层级语音菜单转发给音视频客户端，且关系发送单元22会发送该呼叫中心的可视化菜单与语音菜单的对应关系，方便音视频客户端展示第一层级语音菜单对应的第一可视化菜单。这样用户可以直接对音视频客户端展示的第一可视化菜单进行操作，实现与呼叫中心的通信，在这个通信过程中，用户可以比较直观地对呼叫中心提供的菜单进行操作，而不是通过接听并操作语音菜单以实现与呼叫中心的通信，极大地方便了用户操作。且由于呼叫中心在本实施例中发送的菜单与现有技术方法中发送的菜单一样，都是语音菜单，而菜单的可视化实现是由音视频客户端来实现，这样可以兼容现有的多个企业的呼叫中心。
参考图19所示，在另一个具体的实施例中，与呼叫中心的通信装置除了可以包括如图18所示的结构外，还可以包括：指示转发单元23，第二菜单转发单元24，地址配置单元25和推送转发单元26，其中：
指示转发单元23，用于如果第一可视化菜单中包括至少一个选项的信息，通过所述建立单元20建立的网络会话连接将所述音视频客户端发送的用户选择的第二选项的指示信息发送给所述呼叫中心；
第二菜单转发单元24，用于通过所述建立单元20建立的网络会话连接将所述呼叫中心发送的所述第二选项对应的第二层级语音菜单发送给所述音视频客户端，所述第二层语音菜单用于所述音视频客户端根据所述对应关系展示所述第二层级语音菜单对应的第二可视化菜单。
地址配置单元25，用于将所述呼叫中心的网络地址信息配置给所述音视频客户端，所述呼叫中心的网络地址信息用于所述音视频客户端根据所述网络地址信息将用户输入的数据发送给所述呼叫中心，其中，所述用户输入的数据包括如下任一数据：图片数据，字符数据，视频数据及音频数据。
推送转发单元26，用于接收所述呼叫中心发送的推送消息，将所述推送消息发送给所述音视频客户端，所述推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息。
本发明设备实施例三
还提供一种与呼叫中心的通信装置，其结构示意图如图20所示，该与呼 叫中心的通信装置可因配置或性能不同而产生比较大的差异，可以包括一个或一个以上中央处理器(central processing units，CPU)30(例如，一个或一个以上处理器)和存储器31，一个或一个以上存储应用程序321或数据322的存储介质32(例如一个或一个以上海量存储设备)。其中，存储器31和存储介质32可以是短暂存储或持久存储。存储在存储介质32的程序可以包括一个或一个以上模块(图示没标出)，每个模块可以包括对与呼叫中心的通信装置中的一系列指令操作。更进一步地，中央处理器30可以设置为与存储介质32通信，在与呼叫中心的通信装置上执行存储介质32中的一系列指令操作。
与呼叫中心的通信装置还可以包括一个或一个以上电源33，一个或一个以上有线或无线网络接口34，一个或一个以上输入输出接口35，和/或，一个或一个以上操作系统323，例如Windows ServerTM，Mac OS XTM，UnixTM,LinuxTM，FreeBSDTM等等。
上述方法实施例中所述的由音视频客户端，和音视频服务器所执行的步骤可以基于该图20所示的与呼叫中心的通信装置的结构。
本发明实施例还提供一种与呼叫中心的通信系统，其结构示意图可以如图1所示，包括音视频客户端和音视频服务器，图1中所示的呼叫中心是为了方便说明本实施例的系统而画的，其中音视频客户端的结构可以如设备实施例一或三所示的与呼叫中心的通信装置的结构，音视频服务器的结构可以如设备实施例二或三所示的与呼叫中心的通信装置的结构，在此不进行赘述。
本领域普通技术人员可以理解上述实施例的各种方法中的全部或部分步骤是可以通过程序来指令相关的硬件来完成，该程序可以存储于一计算机可读存储介质中，存储介质可以包括：只读存储器(ROM)、随机存取存储器RAM)、磁盘或光盘等。
以上对本发明实施例所提供的与呼叫中心的通信方法、系统及相关装置进行了详细介绍，本文中应用了具体个例对本发明的原理及实施方式进行了阐述，以上实施例的说明只是用于帮助理解本发明的方法及其核心思想；同时，对于本领域的一般技术人员，依据本发明的思想，在具体实施方式及应用范围上均会有改变之处，综上所述，本说明书内容不应理解为对本发明的限制。

Claims (25)

  1. 一种与呼叫中心的通信方法，其特征在于，包括：
    音视频客户端通过音视频服务器与所述呼叫中心之间建立网络会话连接；
    通过所述网络会话连接接收所述呼叫中心发送的第一层级语音菜单；
    获取所述呼叫中心的可视化菜单与语音菜单的对应关系；
    根据所述对应关系查找所述第一层级语音菜单对应的第一可视化菜单；以及
    展示所述第一可视化菜单。
  2. 如权利要求1所述的方法，其特征在于，
    所述展示所述第一可视化菜单，包括：
    在用户界面显示第一可视化菜单所包括的至少一个选项的信息；以及
    所述方法还包括：
    接收用户对所述至少一个选项中第一选项的信息的操作信息；
    根据所述对第一选项的信息的操作信息，显示信息输入界面，其中所述信息输入界面包括输入如下任一数据的输入接口：图片数据，字符数据，视频数据及音频数据；
    从所述信息输入界面的输入接口接收用户输入的数据，并获取所述呼叫中心的网络地址信息；以及
    根据所述呼叫中心的网络地址信息将所述用户输入的数据发送给所述呼叫中心。
  3. 如权利要求1所述的方法，其特征在于，
    所述展示所述第一可视化菜单，包括：
    在用户界面显示第一可视化菜单所包括的至少一个选项的信息；
    所述方法还包括：
    接收用户对所述至少一个选项中第二选项的信息的操作信息；
    通过所述网络会话连接将所述第二选项的指示信息发送给所述呼叫中心；
    通过所述网络会话连接接收所述呼叫中心发送的所述第二选项对应的第二层级语音菜单；
    根据所述对应关系查找所述第二层级语音菜单对应的第二可视化菜单；以及
    展示所述第二可视化菜单。
  4. 如权利要求2或3所述的方法，其特征在于，还包括：
    以语音方式播放所述至少一个选项的信息。
  5. 如权利要求1至3任一项所述的方法，其特征在于，所述获取所述业务呼叫中心的可视化菜单与语音菜单的对应关系，具体包括：从所述音视频服务器下载所述可视化菜单与语音菜单的对应关系。
  6. 如权利要求1所述的方法，其特征在于，所述音视频客户端通过音视频服务器与所述呼叫中心之间建立网络会话连接，包括：
    通过安装在所述音视频客户端上的通信应用接收对所述呼叫中心的连接请求；
    响应于所述连接请求，通过所述通信应用建立与所述呼叫中心之间的连接；以及
    发送请求指令至所述呼叫中心，其中所述请求指令用于请求所述呼叫中心发送第一层级语音菜单。
  7. 如权利要求1所述的方法，其特征在于，所述根据所述对应关系查找所述第一层级语音菜单对应的第一可视化菜单，包括：
    根据所述对应关系获取预设的配置文件；
    解析所述预设的配置文件，得到解析结果；以及
    根据所述解析结果生成所述第一可视化菜单。
  8. 如权利要求1至7中任一项所述的方法，其特征在于，所述方法还包括：接收所述呼叫中心发送的推送消息，所述推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息。
  9. 一种与呼叫中心的通信方法，其特征在于，包括：
    通过音视频服务器建立音视频客户端与所述呼叫中心之间的网络会话连接；
    通过所述网络会话连接将所述呼叫中心发送的第一层级语音菜单发送给所述音视频客户端；以及
    将所述呼叫中心的可视化菜单与语音菜单的对应关系发送给所述音视频客户端，所述对应关系用于使所述音视频客户端根据所述对应关系展示所述第一层级语音菜单对应的第一可视化菜单。
  10. 如权利要求9所述的方法，其特征在于，所述第一可视化菜单中包括至少一个选项的信息，所述方法还包括：
    通过所述网络会话连接将所述音视频客户端发送的用户选择的第二选项的指示信息发送给所述呼叫中心；
    通过所述网络会话连接将所述呼叫中心发送的所述第二选项对应的第二层级语音菜单发送给所述音视频客户端，所述第二层语音菜单用于所述音视频客户端根据所述对应关系展示所述第二层级语音菜单对应的第二可视化菜单。
  11. 如权利要求9所述的方法，其特征在于，所述方法还包括：
    将所述呼叫中心的网络地址信息配置给所述音视频客户端，所述呼叫中心的网络地址信息用于使所述音视频客户端根据所述网络地址信息将用户输入的数据发送给所述呼叫中心，其中，所述用户输入的数据包括如下任一数据：图片数据，字符数据，视频数据及音频数据。
  12. 如权利要求9至11中任一项所述的方法，其特征在于，所述方法还包括：
    接收所述呼叫中心发送的推送消息，将所述推送消息发送给所述音视频客户端，所述推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息。
  13. 一种与呼叫中心的通信装置，其特征在于，包括：
    会话连接单元，用于通过音视频服务器与呼叫中心之间建立网络会话连接；
    菜单接收单元，用于通过所述网络会话连接接收到呼叫中心发送的第一层级语音菜单；
    关系获取单元，用于获取所述呼叫中心的可视化菜单与语音菜单的对应 关系；
    菜单查找单元，用于根据所述对应关系查找所述第一层级语音菜单对应的第一可视化菜单；以及
    展示单元，用于展示所述第一可视化菜单。
  14. 如权利要求13所述的装置，其特征在于，
    所述展示单元，还用于在用户界面显示第一可视化菜单所包括的至少一个选项的信息；
    所述装置还包括：
    操作接收单元，用于接收用户对所述至少一个选项中第一选项的信息的操作信息；
    操作处理单元，用于根据所述对第一选项的信息的操作信息，显示信息输入界面，所述信息输入界面包括输入如下任一数据的输入接口：图片数据，字符数据，视频数据及音频数据；以及
    数据发送单元，用于从所述信息输入界面的输入接口接收用户输入的数据，并获取所述呼叫中心的网络地址信息；根据所述呼叫中心的网络地址信息将所述用户输入的数据发送给所述呼叫中心。
  15. 如权利要求13所述的装置，其特征在于，
    所述展示单元，还用于在用户界面显示第一可视化菜单所包括的至少一个选项的信息；
    所述装置还包括：
    操作接收单元，用于接收用户对所述至少一个选项中第二选项的信息的操作信息；
    指示发送单元，用于通过所述网络会话连接将所述第二选项的指示信息发送给所述呼叫中心；
    菜单处理单元，用于通过所述网络会话连接接收所述呼叫中心发送的所述第二选项对应的第二层级语音菜单，根据所述对应关系查找所述第二层级语音菜单对应的第二可视化菜单，并展示所述第二可视化菜单。
  16. 如权利要求14或15所述的装置，其特征在于，所述展示单元，还用于以语音方式播放所述至少一个选项的信息。
  17. 如权利要求13至15中任一项所述的装置，其特征在于，所述关系获取单元，具体用于从所述音视频服务器下载所述可视化菜单与语音菜单的对应关系。
  18. 如权利要求13所述的装置，其特征在于，所述会话连接单元，还用于：
    通过安装在所述音视频客户端上的通信应用接收对所述呼叫中心的连接请求；
    响应于所述连接请求，通过所述通信应用建立于所述呼叫中心之间的连接；以及
    发送请求指令至所述呼叫中心，其中所述请求指令用于请求所述呼叫中心发送第一层级语音菜单。
  19. 如权利要求13所述的装置，其特征在于，所述菜单查找单元，还用于：
    根据所述对应关系获取预设的配置文件；
    解析所述预设的配置文件，得到解析结果；以及
    根据所述解析结果生成所述第一可视化菜单。
  20. 如权利要求13至19任一项所述的装置，其特征在于，还包括：
    推送接收单元，用于接收所述呼叫中心发送的推送消息，所述推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息。
  21. 一种与呼叫中心的通信装置，其特征在于，包括：
    建立单元，用于通过所述与呼叫中心的通信装置建立音视频客户端与所述呼叫中心之间的网络会话连接；
    第一菜单转发单元，用于通过所述网络会话连接将所述呼叫中心发送的第一层级语音菜单发送给所述音视频客户端；
    关系发送单元，用于将所述呼叫中心的可视化菜单与语音菜单的对应关系发送给所述音视频客户端，所述对应关系用于使所述音视频客户端根据所述对应关系展示所述第一层级语音菜单对应的第一可视化菜单。
  22. 如权利要求21所述的装置，其特征在于，所述第一可视化菜单中包括至少一个选项的信息，所述装置还包括：
    指示转发单元，用于通过所述网络会话连接将所述音视频客户端发送的用户选择的第二选项的指示信息发送给所述呼叫中心；
    第二菜单转发单元，用于通过所述网络会话连接将所述呼叫中心发送的所述第二选项对应的第二层级语音菜单发送给所述音视频客户端，所述第二层语音菜单用于所述音视频客户端根据所述对应关系展示所述第二层级语音菜单对应的第二可视化菜单。
  23. 如权利要求21所述的装置，其特征在于，还包括：
    地址配置单元，用于将所述呼叫中心的网络地址信息配置给所述音视频客户端，所述呼叫中心的网络地址信息用于使所述音视频客户端根据所述网络地址信息将用户输入的数据发送给所述呼叫中心，其中，所述用户输入的数据包括如下任一数据：图片数据，字符数据，视频数据及音频数据。
  24. 如权利要求21至23中任一项所述的装置，其特征在于，还包括：
    推送转发单元，用于接收所述呼叫中心发送的推送消息，将所述推送消息发送给所述音视频客户端，所述推送消息包括如下任一消息：通知消息，评价界面消息，业务处理结果和富媒体消息。
  25. 一种与呼叫中心的通信系统，其特征在于，包括音视频客户端和音视频服务器，其中：
    所述音视频客户端是如权利要求13至20中任一项所述的与呼叫中心的通信装置；
    所述音视频服务器是如权利要求21至24中任一项所述的与呼叫中心的通信装置。
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