CN101997994A - Interactive voice and video response (IVVR) system and method for improving automatic telephone service by video media technology - Google Patents

Abstract

The invention provides an IVVR system for improving an automatic telephone service by video media technology, which consists of following three main modules connected by loose coupling structure: a greedy routing scheme (GRS), a voice processing system (VPS) and a media control system (MCS). The GRS is used for call in routing, call out routing and License management; the VPS is used for acquiring corresponding a voice extensible markup language (VXML) process from a document server through a hyper text transport protocol (http), and transmitting a telephone/conference type operation command to the MCS after analysis; and the MCS is used for managing bottom layer equipment access modules and responding to the command of the VPS. The IVVR system of the invention can increase the video interaction with users, support new-generation IP-based call center systems (IPCC) and video call centers, complete various video services of value-added services, support smooth transition from a 2G network to a 3G network, introduce Voice XML standard language and facilitate the expansion of various service functions.

Description

The IVVR system and method for video media skill upgrading automatic telephone service

Technical field

The present invention relates to a kind of phone automatic service system, particularly a kind of phone automatic service system and method that adopts the video media technology.

Background technology

IVR (Interactive Voice Response) interactive voice response, a kind of powerful phone automatic service system.In integrated Call Center Platform, IVR at first is a subsystem, and it and other subsystems are worked in coordination with the standard feature of realizing a Call Center Platform; Secondly it be again one can isolated operation, the autonomous system of maintenance and upgrading, can use separately in the occasion that only needs IVR.

Along with China's three big common carrier reorganization, China's communications industry has formally entered the 3G epoch.On the one hand, in 3G network, the supporting dynamics that network communications capability reaches the data business will be greatly enhanced, 3G network will be mobile flow medium, video request program, video message, videoblog, emerging 3G Video Applications such as video frequency color ring provides good service bearer environment, and this will propose a new video media aspect to IVR and use; On the other hand, existing IVR is widely used, but can't satisfy market and client new demand to the IVR system, for IVR itself be: the business interaction deficiency in the face of subject matter, the sense of hearing and vision can not effectively be taken into account, must realize by means of technology such as WAP, multimedia messages such as the business that picture is arranged, increase the complexity of whole system own greatly, so the solution of IVR has been proposed new functional requirement.

Therefore, this application demand and technological progress have been adapted to just based on the IVVR system of video media technology like this and the another kind of novel system that proposes.

Summary of the invention

The invention provides a kind of IVVR system and method for video media skill upgrading automatic telephone service, at the deficiency of existing IVR system, proposing by reference, the video media technology realizes that IVVR (Interactive Voice and Video Response) is that interactive voice and video are replied.

The technical solution adopted for the present invention to solve the technical problems is:

The IVVR system of this video media skill upgrading automatic telephone voice service is characterized in that adopting the loose coupling structure to connect by following three big modules:

Call routing module GRS: be used for incoming call route, exhalation route and License Management;

Flow process parsing module VPS: be used for obtaining corresponding VXML flow process to archive server, resolve the back and send phone/meeting generic operation order to media management module by http;

Media management module MCS: be used for various underlying device access module management, and the order of responding process parsing module.But VPS and MCS flexible expansion in system, and unify to manage by GRS, cluster management can be adopted between three modules.

The method of a kind of video media skill upgrading automatic telephone voice service is characterized in that step is as follows:

Step 1, calling enters into after the MCS, and system initiates to initiate the incoming call route to GRS;

Step 2, receive the GRS route after, MCS initiates incoming call message and gives VPS;

Step 3, VPS obtains sound VoiceXML document and parsing from network application Web Application after receiving message;

Step 4, VPS begins operation flow and operates the processing of on-hook to the last.

Operation principle of the present invention: after the user squeezes into the IVVR system, IVVR is pushed to user terminal by the video media technology with video file or external video content, and can select different business to send different audio-video frequency contents according to the user, finish business interaction.

Beneficial effect of the present invention is as follows:

IVVR of the present invention is that a kind of brand-new wireless speech and video are replied value-added service, and video telephony user obtains information needed or participates in interactive service by dialing assigned number or starting application-specific on the communication terminal.IVVR gives prominence to " interaction " type function by the characteristic of video and voice.

By the video media technology, can analyze the IVVR system technically, compare the IVR system and can bring bigger interaction capabilities, IVVR has following specific requirement:

The first, the fluency of video playback, except video flowing can guarantee effect that user terminal watches, for conventional I VR, play and promptly begin to collect button operation after an audio files is finished, in general at this moment speech play finishes, and for the IVVR of video, must be displaying video, when playing next video, just can interrupt, need begin just work at displaying video and accept button;

The second, audio/video encoding/decoding, support the reference format of 3G, the encoding and decoding speech that adopts mainly contains: AMR, G.711, G.723 wait, the coding and decoding video of employing mainly contains: H.263, H.264, MPEG4 etc., the pixel specification of video is QCIF, CIF, 2CIF, 4CIF etc.;

Three, support that the transcoding of certain ability and video are synthetic, transcoding can be supported picture-in-picture such as from G.711 changing into AMR and video is synthetic, and can add some other literal or image contents during displaying video;

Four, support dynamically to generate the ability of 3GP file, background sound and video are synthetic, text and video are synthetic;

Five, support the RTSP of streaming media service to connect, realize relay Streaming Media.Being specially the IVVR platform utilizes the ability to play of steaming media platform and content source that business such as video on demand/live broadcast are provided for the user;

IVVR of the present invention system has the following advantages:

1) increases and the video client interaction;

2) support IPCC (based on the system of IP call center), video call center of new generation;

3) finish the various video traffics of value-added service;

4) support to be smoothly transitted into 3G network from traditional 2G network;

5) introduce the VoiceXML standardized language;

6) convenient expansion miscellaneous service function is for example called external video crossover tool (3G Builder).

Description of drawings

The present invention is further described below in conjunction with drawings and Examples.

Fig. 1 is the structural representation of IVVR system.

Fig. 2 is the schematic diagram that concerns between the IVVR nucleus module.

Fig. 3 is the configuration diagram of IVVR at increment service system.

Fig. 4 is the configuration diagram of IVVR in call center system.

Embodiment

Embodiment is referring to Fig. 1, shown in Figure 2, and the IVVR system of this video media skill upgrading automatic telephone voice service is characterized in that adopting the loose coupling structure to connect by following three big modules:

Call routing module GRS: be used for incoming call route, exhalation route and License Management;

Flow process parsing module VPS: be used for obtaining corresponding VXML flow process to archive server, resolve the back and send phone/meeting generic operation order to media management module by http;

Media management module MCS: be used for various underlying device access module management, and the order of responding process parsing module.But VPS and MCS flexible expansion in system, and unify to manage by GRS, cluster management can be adopted between three modules.

The method of a kind of video media skill upgrading automatic telephone voice service is characterized in that step is as follows:

Step 1, calling enters into after the MCS, and system initiates to initiate the incoming call route to GRS;

Step 2, receive the GRS route after, MCS initiates incoming call message and gives VPS;

Step 3, VPS obtains sound VoiceXML document and parsing from network application Web Application after receiving message;

Step 4, VPS begins operation flow and operates the processing of on-hook to the last.

The operation flow example of IVVR system is as follows:

1) flow process elder generation Waiting for Call;

2) answerphone after the phone incoming call;

3) play the main interface of welcome video file, and collect the user key-press operation;

4) after the user presses 0 key, system initiates switch over operation by the bottom signaling to access office side;

5) after transferring successfully, flow process finishes;

6) when the user presses 1 key, the video file of an already present introduction to business of system plays;

7) when the user presses 2 keys, the outside 3G Builder of system call generates the video file of a telephone expenses list, and systemic circulation is play this telephone expenses video file;

8) after the user pressed 3 keys, outside RTSP streaming media server of system request was play a Real-time Road monitor message to the user;

9) after the user presses 4 keys, system is by initiating switch over operation to the CTI middleware.

The video media technology is brought a lot of new contents to IVVR, below illustrates from professional application facet:

The first, value-added service aspect is used: video request program, and videoblog, video frequency color ring, video mail box, the video traffic search, mobile TV, the video point send, video message, mobile video monitor, video are uploaded and are shared, video-game, video conference etc.

As shown in Figure 3, IVVR is at the framework of increment service system.

Video frequency color ring: on the 3G video terminal, can expand to video frequency color ring to Ring Back Tone service.Video frequency color ring will be more attractive than fiery at present Ring Back Tone service, be used for connecting the back and replace common ring-back tone or common CRBT for the calling subscriber provides one section multimedia video of being made up of sound, image or animation in video phone call, this business can be customized as required by the called subscriber, fully satisfies the needs of user individual business.

Video mail box: set up in the process at visual telephone, if the called mobile phone user can't answer, meet states such as busy, rejection, network black spots such as the user, this moment, video call can be inserted video mail box automatically, stayed video message under the video navigation of mailbox on request.Video mail box can point out it to watch message automatically by multiple mode advise called subscribers such as SMS/MMS/EMAIL after complete reception message.The mailbox owner can select the online video message of checking after receiving message notification, also can select to download to this locality and carry out video playback.

Streaming media on demand: streaming media on demand belongs to online play service.Deposit the multimedia file of a lot of specified formats on the streaming media server, the user finds interested content by portal website.User terminal just can obtain the content on the streaming media server by the mobile network then, plays while transmitting, and the content after the broadcast is not stored on terminal, must keep being connected with network constantly when the user plays.And in the order video process, add some advertising businesses.

Live streaming media: live streaming media belongs to online play service, and what the user saw is real-time signal.The Streaming Media encoder carries out compressed encoding to live signal, code stream behind the coding is sent to user terminal in real time through streaming media server, media server obtains content from streaming media server in real time by the RTSP/RTP mode, sends mobile network's user H.324M to by VIG.

The video traffic search: at the 3G video terminal, the client can get access to the information of wanting.Particularly, can not obtain any information by IVR in the past, can operate by video menu fully, and can obtain the result that wants easily by IVVR for giving the bad client of hearing.

The video point send: the user can be when program request or live video frequency program, give relevant relatives and friends with the specific blessing of associated video information affix, the user also can record the video that blessing is greeted voluntarily by mobile phone terminal, uploads to the IVVR platform, gives specific relatives and friends again.

The second, the aspect, call center is used: can form a call center system in conjunction with IPCC based on video, user, IVVR, attend a banquet between all videos mutual, more convenient attending a banquet can provide more comprehensive service.Referring to shown in Figure 4, IVVR is at the framework of call center system.

The client enters the call center, waits for that system can replace original music or wait tone with video when manual position was replied, and this section video can be the advertisement of enterprise, third-party advertisement (can be used for being call center's profit), film, MTV etc.;

Video menu: traditional " listening voice menu " can upgrade to IVVR, supports video menu, and the client can carry out the selection of multilevel menu with mobile phone key, comes into plain view more with convenient;

New business is recommended: the client is in any stand-by period that contacts with the call center, and system in time carries out the new business of video to be recommended, and perhaps significant picture interaction promotes enterprise's cordial feeling and attraction.

Video push: client and manual position carry out when mutual, and the contact staff can call video in the video server answer for the client or deal with problems (following knowledge base should be a multimedia document);

Replace above Video Applications with Flash, in Flash, can increase interactive application such as menu selection.

Claims (4)

1. the IVVR system of video media skill upgrading automatic telephone service is characterized in that adopting the connections of loose coupling structures by following three big modules:

Call routing module GRS: be used for incoming call route, exhalation route and License Management;

Flow process parsing module VPS: be used for obtaining corresponding VXML flow process to archive server, resolve the back and send phone/meeting generic operation order to media management module by http;

Media management module MCS: be used for various underlying device access module management, and the order of responding process parsing module.

2. the IVVR system of video media skill upgrading automatic telephone service according to claim 1 is characterized in that: described VPS and MCS flexible expansion in system, and unification is managed by GRS.

3. the IVVR system of video media skill upgrading automatic telephone service according to claim 1 is characterized in that: adopt cluster management between described three modules.

4. video media skill upgrading automatic telephone service method is characterized in that step is as follows:

Step 1, calling enters into after the MCS, and system initiates to initiate the incoming call route to GRS;

Step 2, receive the GRS route after, MCS initiates incoming call message and gives VPS;

Step 3, VPS obtains sound VoiceXML document and parsing from network application Web Application after receiving message;

Step 4, VPS begins operation flow and operates the processing of on-hook to the last.

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