CN107888785A - Realize the method, terminal and service end system of interactive voice and video response - Google Patents
Realize the method, terminal and service end system of interactive voice and video response Download PDFInfo
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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
- H04M3/487—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
- H04M3/4936—Speech interaction details
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- 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
- H04L67/01—Protocols
- H04L67/06—Protocols specially adapted for file transfer, e.g. file transfer protocol [FTP]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
- H04N21/47—End-user applications
- H04N21/472—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
- H04N21/47—End-user applications
- H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
- H04N21/4788—Supplemental services, e.g. displaying phone caller identification, shopping application communicating with other users, e.g. chatting
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- Human Computer Interaction (AREA)
- Multimedia (AREA)
- Databases & Information Systems (AREA)
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- Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
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Abstract
Disclosed herein is a kind of method, terminal and service end system for realizing interactive voice and video response.It is described to realize that interactive voice and the method for video response include applied to IVVR service end systems：After IVR business flow processing modules receive the call request of end-user system, if the call request corresponds to video playback, call message then is returned to the end-user system, wherein carrying the download information for the video file that the end-user system needs play；After content service module receives the download request for the video file that the end-user system plays to needs, the data of the video file are sent to the end-user system or the instruction end-user system broadcasting is stored in the video file of terminal local.This paper technical scheme can be based on existing interactive voice answering system rapid deployment interactive voice and video responder system, cut operating costs.
Description
Technical field
The present invention relates to communication technical field, more particularly to a kind of side for realizing interactive voice and video response
Method, terminal, service end system.
Background technology
IVR (Interactive Voice Response, interactive voice answering) uses advanced CTI (Computer
Telephony Integration, computer telephone integration) technology causes phone to turn into bridge with enterprise or authority contact.
User can enter liaison centre by phone, and the voice message that IVR system plays can be heard according to button operation, can also
The content inputted according to user plays relevant information.IVR is applied to many industries at present.User can make a phone call at any time
Obtain the information that they intentionally get, without wait until the work hours or contact some fix director.As shown in figure 1, IVR system
Including IVR service end systems and end-user system, IVR service end systems include IVR business flow processings module and audio matchmaker
Body server.User calls triggering IVR business flow processings module and started working, and IVR business flow processing modules pass through
Audio frequency media server plays audio and carries out voice message to user.
The demand accessed with video increasingly increases, and needs to carry out video interactive, therefore IVVR with system after user's access
(Interactive Voice and Video Response, interactive voice and video response) also gradually grows up.
IVVR systems are the extensions to original voice IVR system, are provided for video terminal user and integrate audio, the increment industry of video
Business.As shown in Fig. 2 IVVR systems include IVVR service end systems and end-user system, IVVR service end systems include IVVR
Business flow processing module and audio-video frequency media server, audio-video frequency media server include audio frequency and video command process module and sound
Video code conversion processing module.User calls be linked into IVVR operation flows after, IVVR business flow processings module is to special
Audio-video frequency media server send the request for playing corresponding video material file, audio-video frequency media server is to audio frequency and video signaling
Handled, video material be transcoded into the video code flow that terminal can play, is sent to terminal user.The IVVR systems
Need to build special audio-visual system framework based on IVVR operation flows.
Current IVR system framework can not meet video IVVR demands.In order to realize IVVR function, it is necessary to build special
Video system architecture, customization IVVR operation flows simultaneously configure special video media service device.It can so lead to not utilize
Existing IVR system supports video capability, while has the shortcomings that implementation is complicated, operation cost increase.
The content of the invention
Technical problem to be solved of the embodiment of the present invention is to provide a kind of side for realizing interactive voice and video response
Method, terminal and service end system, existing interactive voice answering system rapid deployment interactive voice and video can be based on
Answering system, cut operating costs.
The embodiment of the present invention provides a kind of method for realizing interactive voice and video response, applied to including at least interaction
The interactive voice and video response IVVR service ends system of formula voice answer-back IVR business flow processings module and content service module
System, including：
After IVR business flow processing modules receive the call request of end-user system, if the call request pair
Video playback is answered, then call message is returned to the end-user system, wherein carrying the end-user system needs
The download information of the video file of broadcasting；
, will after content service module receives the download request for the video file that the end-user system plays to needs
The data of the video file are sent to the end-user system or the instruction end-user system plays and is stored in terminal
Local video file.
The embodiment of the present invention provides a kind of method for realizing interactive voice and video response, is applied to terminal user
System, including：
To interactive voice and the interactive voice answering IVR business flow processing moulds of video response IVVR service end systems
Block initiates the call request corresponding to video playback, receives the call message that the IVR business flow processings module returns
And therefrom obtain the download information for the video file for needing to play；
The download request of the video file for needing to play is sent to the content service module of IVVR service end systems；
Receive the data for the video file that the content service module returns, or the finger according to the content service module
Show the corresponding video file that playback terminal custom system preserves in terminal local.
The embodiment of the present invention provides a kind of interactive voice and video response IVVR service end systems, including：
Interactive voice answering IVR business flow processing modules, call request and place for receiving terminal custom system
Reason, if the call request corresponds to video playback, call message is returned to the end-user system, wherein carrying
The end-user system needs the download information of the video file played；
Content service module, the download request for the video file that needs are played for receiving the end-user system
Afterwards, the data of the video file are sent to the end-user system or the instruction end-user system is played and is stored in
The video file of terminal local.
The embodiment of the present invention provides a kind of end-user system for realizing interactive voice and video response, including：
Control module, for controlling dialing and dual tone multi-frequency dtmf dial module to interactive voice and video response IVVR
The interactive voice answering IVR business flow processings module of service end system initiates the call request corresponding to video playback；Connect
Receive the call message that the IVR business flow processings module returns and therefrom obtain under the video file for needing to play
After information carrying breath, the download request of the video file for needing to play is sent to the content service module of IVVR service end systems；
The Data Concurrent for receiving the video file that the content service module returns gives audio and video playing module progress video playback, or
Person plays the corresponding video preserved in terminal local according to the instruction warning tone video playback module of the content service module
File；The video file obtained from content service module is stored in terminal local by control memory module, and records the video
The attribute information of file；
Dialing and dual tone multi-frequency dtmf dial module, under the control of control module at the IVR operation flows
Manage module and send call request；
Audio and video playing module, for carrying out video playback；
Memory module, for video file to be stored in into terminal local.
Compared with correlation technique, a kind of method for realizing interactive voice and video response provided in an embodiment of the present invention,
Terminal and service end system, the technical scheme of the embodiment of the present invention directly utilizes existing IVR system framework, by disposing content
Service system only need to carry out a small amount of modification to IVR operation flows and achieve that IVVR business.The technical side of the embodiment of the present invention
Case can be based on existing interactive voice answering system rapid deployment interactive voice and video responder system, reduce operation into
This.
Brief description of the drawings
Fig. 1 is IVR system schematic diagram of the prior art；
Fig. 2 is IVVR system schematics of the prior art；
Fig. 3 is a kind of method flow diagram (IVVR services for realizing interactive voice and video response of the embodiment of the present invention 1
End system)；
Fig. 4 is a kind of method flow diagram (terminal user for realizing interactive voice and video response of the embodiment of the present invention 2
System)；
Fig. 5 is a kind of interactive voice and video answer service end system schematic diagram of the embodiment of the present invention 3；
Fig. 6 is that a kind of of the embodiment of the present invention 4 realizes interactive voice and the end-user system schematic diagram of video response；
Fig. 7 is the system schematic (including IVVR service end systems and end-user system) for realizing IVVR in example 1；
Fig. 8 is the information exchange schematic diagram between IVVR service end systems and end-user system in example 2；
Fig. 9 is the information exchange schematic diagram between IVVR service end systems and end-user system in example 3；
Figure 10 is the information exchange schematic diagram between IVVR service end systems and end-user system in example 4；
Figure 11 is the information exchange schematic diagram between IVVR service end systems and end-user system in example 5.
Embodiment
For the object, technical solutions and advantages of the present invention are more clearly understood, below in conjunction with accompanying drawing to the present invention
Embodiment be described in detail.It should be noted that in the case where not conflicting, in the embodiment and embodiment in the application
Feature can mutually be combined.
Embodiment 1
As shown in figure 3, the embodiments of the invention provide a kind of method for realizing interactive voice and video response, it is applied to
Including at least the interactive voice and video response of interactive voice answering IVR business flow processings module and content service module
IVVR service end systems, including：
After step S310, IVR business flow processing module receives the call request of end-user system, if described exhale
Cry request corresponding video playback, then call message is returned to the end-user system, wherein carrying the terminal user
System needs the download information of the video file played；
Step S310, content service module receive the download for the video file that the end-user system plays to needs
After request, the data of the video file are sent to the end-user system or the instruction end-user system is played and protected
The video file of terminal local be present.
In one embodiment, methods described also includes：
After IVR business flow processing modules receive the call request of end-user system, if the call request pair
Picture playing is answered, then call message is returned to the end-user system, wherein carrying the end-user system needs
Content of text corresponding to the picture of broadcasting and text display style information；
In one embodiment, when the IVVR service end systems include audio media service module, methods described
Also include：
IVR business flow processings module returns to the end-user system carries content of text and text Show Styles letter
After the call message of breath, the audio media service module sends audio stream to the end-user system；The audio
Stream includes：System prompt sound and/or background music；
In one embodiment, the terminal carried in the call message needs the download of the video file played
Information, including：The download address of the video file；
Wherein, the download address of the video file includes：URL (the Uniform Resource of the video file
Locator, URL)；
In one embodiment, the data of the video file are sent to the terminal user system by content service module
System, including：
Content service module judges whether the size of the video file exceedes threshold value, if it exceeds the threshold, then by more
It is secondary to be transmitted issuing for the video file data：Issued after the download request of the end-user system is received every time
The partial data of video file, and deviation post information of the partial data in the video file is sent jointly into institute
State end-user system；If it does not exceed the threshold, then disposably complete issuing for the video file data.
In one embodiment, the data of the video file are sent to the terminal user system by content service module
Unite or indicate that the end-user system plays the video file for being stored in terminal local, including：
If content service module knows the end-user system not from the download request of the end-user system
Video file corresponding to being preserved in terminal, then to the data of video file corresponding to end-user system return；
If content service module has known the end-user system from the download request of the end-user system
Video file corresponding to being preserved in terminal, and the attribute information of the video file preserved in terminal and content service mould
The attribute information of the video file preserved on block is consistent, it indicates that the video that the end-user system playback terminal locally preserves
File；
Wherein, the attribute information of the video file includes at least one of following information：Download address, filename, text
Part mark, file size, the last modification time of file；
In one embodiment, methods described also includes：
IVR business flow processings module will be available under terminal after the service inquiry for receiving end-user system is asked
The video file list of load is sent to the end-user system；Wherein, the service inquiry request is that end-user system exists
Asked after system starts and before user's not yet call business processing from what IVR business flow processings module described in trend was initiated
Ask；
After content service module receives the download request for video file list that the end-user system is sent,
Video file in the video file list is handed down to the end-user system.
In one embodiment, the content service module is WEB (World Wide Web, global wide area network) services
Device.
Embodiment 2
As shown in figure 4, the embodiments of the invention provide a kind of method for realizing interactive voice and video response, it is applied to
End-user system, including：
Step S410, to the interactive voice answering IVR business of interactive voice and video response IVVR service end systems
Flow processing module initiates the call request corresponding to video playback, receives exhaling for the IVR business flow processings module return
It is response message and therefrom obtains the download information for the video file for needing to play；
Step S420, sent to the content service module of IVVR service end systems under the video file for needing to play
Carry request；
Step S430, the data for the video file that the content service module returns are received, or taken according to the content
The corresponding video file that the instruction playback terminal custom system of business module preserves in terminal local.
In one embodiment, methods described also includes：
To interactive voice and the interactive voice answering IVR business flow processing moulds of video response IVVR service end systems
Block initiates the call request corresponding to picture playing, receives the call message that the IVR business flow processings module returns
And content of text and text display style information corresponding to the picture for needing to play therefrom are obtained, according to the content of text and text
This Show Styles synthesising picture is simultaneously shown；
In one embodiment, the call message of the IVR business flow processings module return is being received simultaneously
After therefrom getting content of text corresponding to the picture for needing to play and text display style information, methods described also includes：
Receive the audio stream of the audio media service module transmission of IVVR service end systems and play out；The audio stream
Including：System prompt sound and/or background music；
In one embodiment, the lower information carrying for the video file that the needs carried in the call message play
Breath, including：The download address of the video file；
Wherein, the download address of the video file includes：URL (the Uniform Resource of the video file
Locator, URL)；
In one embodiment, the data for receiving the video file that the content service module returns, including：
If the data of the video file received for the first time are the partial datas of the video file, to the content
Deviation post information of the partial video data that service module is informed in the video file is recorded, by with institute
State the reception of the total data of the multiple interaction completion video file of content service module：Receiving each time in described
After holding the partial video data that service module is sent, before partial video data broadcasting terminates, again to the content
Service module sends the download request for the deviation post information for carrying the last partial video data received, and receives in described
Hold the remaining video data that service module returns.
In one embodiment, after the data for the video file that the content service module returns are received, the side
Method also includes：
After the total data of the video file is finished receiving, the video file is stored in terminal local, and protect
Deposit the attribute information of the video file；
Wherein, the attribute information of the video file includes at least one of following information：Download address, filename, text
Part mark, file size, the last modification time of file；
In one embodiment, the content service module to IVVR service end systems is sent for needing what is played
The download request of video file, including：
If in the saved excessively corresponding video file of terminal local, the content service mould to IVVR service end systems
Block sends the download request of the video file for needing to play, wherein carrying the attribute letter of the video file locally preserved
Breath；
In one embodiment, methods described also includes：
After end-user system startup, service inquiry request is sent to IVR business flow processings module；
Receive the video file list for being available for end-user system to download that the IVR business flow processings module returns
Afterwards, the download request for the video file list is sent to content service module；
Receive all video files in the video file list that the content service module returns and be stored in end
End is local, records the attribute information of the video file；
Wherein, end-user system can send service inquiry to IVR business flow processings module by data network and ask
Ask, the video file list that inquiry end-user system may be used；The service inquiry request can be HTTP
(HyperText Transfer Protocol, HTTP) request message or socket message.
Embodiment 3
As shown in figure 5, the embodiments of the invention provide a kind of interactive voice and video response IVVR service end systems, bag
Include：
IVR business flow processings module 501, call request and processing for receiving terminal custom system, if described
Call request corresponds to video playback, then returns to call message to the end-user system, is used wherein carrying the terminal
Family system needs the download information of the video file played；
Content service module 502, the download for the video file that needs are played for receiving the end-user system
After request, the data of the video file are sent to the end-user system or the instruction end-user system is played and protected
The video file of terminal local be present.
In one embodiment, IVR business flow processings module, the calling for being additionally operable to receive end-user system please
After asking, if the call request corresponds to picture playing, call message is returned to the end-user system, wherein taking
Content of text and text display style information corresponding to the picture played with end-user system needs；
In one embodiment, the IVVR service end systems also include audio media service module；
The audio media service module, in the IVR business flow processings module to the end-user system
After returning to the call message for carrying content of text and text display style information, audio is sent to the end-user system
Stream；The audio stream includes：System prompt sound and/or background music；
In one embodiment, the terminal carried in the call message needs the download of the video file played
Information, including：The download address of the video file；
Wherein, the download address of the video file includes：URL (the Uniform Resource of the video file
Locator, URL)；
In one embodiment, content service module, in the following ways sending out the data of the video file
Give the end-user system：
Judge whether the size of the video file exceedes threshold value, if it exceeds the threshold, then completing institute by being transmitted several times
State issuing for video file data：The portion of video file is issued after the download request of the end-user system is received every time
Divided data, and deviation post information of the partial data in the video file is sent jointly into the terminal user and is
System；If it does not exceed the threshold, then disposably complete issuing for the video file data.
In one embodiment, content service module, in the following ways sending out the data of the video file
Give the end-user system or the instruction end-user system plays the video file for being stored in terminal local：
If know that the end-user system does not preserve in terminal from the download request of the end-user system
Corresponding video file, then to the data of video file corresponding to end-user system return；
If know that the end-user system preserves in terminal from the download request of the end-user system
Corresponding video file, and what is preserved in the attribute information of the video file preserved in terminal and content service module regards
The attribute information of frequency file is consistent, it indicates that the video file that the end-user system playback terminal locally preserves；
Wherein, the attribute information of the video file includes at least one of following information：Download address, filename, text
Part mark, file size, the last modification time of file；
In one embodiment, IVR business flow processings module, the business for being additionally operable to receive end-user system are looked into
After asking request, the video file list for being available for terminal downloads is sent to the end-user system；Wherein, the service inquiry
Request be end-user system after system start-up and before user's not yet call business processing from IVR Business Streams described in trend
The request that journey processing module is initiated；
Content service module, it is additionally operable to receive the download for video file list that the end-user system is sent
After request, the video file in the video file list is handed down to the end-user system.
In one embodiment, the content service module is WEB (World Wide Web, global wide area network) services
Device.
Embodiment 4
As shown in fig. 6, the embodiments of the invention provide a kind of terminal user system for realizing interactive voice and video response
System, including：
Control module 601, for controlling dialing and dual tone multi-frequency dtmf dial module to interactive voice and video response
The interactive voice answering IVR business flow processings module of IVVR service end systems is initiated to ask corresponding to the calling of video playback
Ask；Receive the call message that the IVR business flow processings module returns and therefrom obtain the video text that needs play
After the download information of part, the download of the video file for needing to play is sent to the content service module of IVVR service end systems
Request；The Data Concurrent for receiving the video file that the content service module returns gives audio and video playing module and carries out video and broadcasts
Put, or according to corresponding to the instruction warning tone video playback module broadcasting of the content service module in terminal local preservation
Video file；The video file obtained from content service module is stored in terminal local by control memory module, and described in record
The attribute information of video file；
Dialing and dual tone multi-frequency dtmf dial module 602, under the control of control module to the IVR operation flows
Processing module sends call request；
Audio and video playing module 603, for carrying out video playback；
Memory module 604, for video file to be stored in into terminal local.
In one embodiment, the control module, be additionally operable to control dialing and dual tone multi-frequency dtmf dial module to
The interactive voice answering IVR business flow processings module of interactive voice and video response IVVR service end systems is initiated corresponding
In the call request of picture playing；Receive the call message that the IVR business flow processings module returns and therefrom obtain
Content of text and text display style information corresponding to the picture that needs play are taken, by the content of text and text Show Styles
Information is sent to audio and video playing module；
The audio and video playing module, it is additionally operable to according to the content of text and text display style information composite diagram received
Piece is simultaneously shown；
In one embodiment, the control module, it is additionally operable to return receiving the IVR business flow processings module
The call message returned and after therefrom getting content of text corresponding to the picture that plays of needs and text display style information,
The audio stream that the audio media service module of IVVR service end systems is sent is received, by the audio streams to audio and video playing
Module；The audio stream includes：System prompt sound and/or background music；
The audio and video playing module, it is additionally operable to carry out audio broadcasting after receiving audio stream.
In one embodiment, the lower information carrying for the video file that the needs carried in the call message play
Breath, including：The download address of the video file；
Wherein, the download address of the video file includes：URL (the Uniform Resource of the video file
Locator, URL)；
In one embodiment, the control module, returned for receiving the content service module in the following ways
The data of the video file returned：
If the data of the video file received for the first time are the partial datas of the video file, to the content
Deviation post information of the partial video data that service module is informed in the video file is recorded, by with institute
State the reception of the total data of the multiple interaction completion video file of content service module：Receiving each time in described
After holding the partial video data that service module is sent, before partial video data broadcasting terminates, again to the content
Service module sends the download request for the deviation post information for carrying the last partial video data received, and receives in described
Hold the remaining video data that service module returns.
In one embodiment, memory module, for the video that will be obtained in the following ways from content service module
File is stored in terminal local and records the attribute information of the video file：Returned finishing receiving the content service module
Video file total data after, the video file is stored in terminal local, and preserve the attribute of the video file
Information；
Wherein, the attribute information of the video file includes at least one of following information：Download address, filename, text
Part mark, file size, the last modification time of file；
In one embodiment, the control module, in the following ways to the content of IVVR service end systems
Service module sends the download request of the video file for needing to play：
If in the saved excessively corresponding video file of terminal local, control dialing and dual tone multi-frequency dtmf dialing mould
Block sends the download request of the video file for needing to play to the content service module of IVVR service end systems, wherein carrying
The attribute information of the video file locally preserved；
In one embodiment, control module, it is additionally operable to after end-user system starts, at IVR operation flows
Manage module and send service inquiry request；Receive being available under end-user system for the IVR business flow processings module return
After the video file list of load, the download request for the video file list is sent to content service module；Described in reception
Content service module return the video file list in all video files and notify memory module to be stored in terminal sheet
Ground, record the attribute information of the video file.
The system and method for realizing interactive voice and the IVVR of video response below by the application is illustrated.
Example 1
As shown in fig. 7, this example, which provides a kind of IVVR, realizes system, including end-user system and IVVR service ends system
System.End-user system includes calling and DTMF (Dual Tone Multi Frequency, dual-tone multifrequency) dial module, control
Molding block, audio and video playing module and file cache module.IVVR service end systems include IVR business flow processings module, sound
Frequency media services module and content service module.
For end-user system by being interacted with IVR business flow processing modules, reception comes from IVR business flow processing moulds
The dependent instruction of block, complete the broadcasting displaying of designated file, picture and voice.Calling and dtmf dialing module be used for
IVR business flow processings module initiates calling, and the button of user is converted into dtmf signal and is sent to IVR business flow processings
Module.Control module is used for the control instruction for receiving the transmission of IVR business flow processings module, control audio and video playing module, exhales
Cry and dtmf dialing module, file cache module carry out associative operation.Audio and video playing module, which is used to receive, comes from IVR Business Streams
The audio stream of journey processing module is simultaneously played into voice to user, and the video file data from content service module is handled
And play into video to user.File cache module is used for buffered video file, is used in case next time plays.
IVVR service end systems make use of existing IVR business flow processings module and audio media service module, pass through
Dispose new content service module, it is possible to quickly realize IVVR.Content service module mainly be responsible for video file management and
Video file data issues.Content service module includes video file management module and video file issues module.Video file
Management module be used to the video material that plays of needs is managed and stored (such as the upload of video file, deletion, modification,
Download etc.), unique mark is generated to each video material.Video file issues module and is used to receive broadcasting for end-user system
After putting request, video file data is sent to end-user system.Video file issues module can be based on the general whole world
Wide area network (World Wide Web, abbreviation WEB) server is realized, so as to avoiding configuring special video media service device.
Example 2
In actual applications, such scene be present：User wishes to see picture character in terminal, hears carrying for system
Show sound, background music etc..For example, in insurance industry, user wishes to see specific insurance by way of graphic image
Clause, and the page of insurance clause can be stirred using button according to the prompt tone of system, hear the background music of system plays.
As shown in figure 8, in the scene of playing pictures, the method for realizing IVVR according to the IVVR systems of example 1 can wrap
Include following steps：
1) user dials specified access code by end-user system, initiates to call to IVR business flow processings module.
2) IVR business flow processings module sends message to end-user system, wherein carrying content of text and text show
Show style information；
Wherein, the content of content of text such as insurance clause, the display format letter of text display style information such as clause
Breath；
3) the control process module of end-user system receives the message, and message content is parsed, and by parsing
Content issues audio and video playing module；
4) audio and video playing module generates picture according to message content and is presented to user；
5) audio media service module sends voice flow to end-user system, and the voice flow includes system prompt sound
And/or the data of background music；
Wherein, the voice flow can be RTP (Real-time Transport Protocol, RTP) language
Sound stream；
6) after the audio and video playing module of end-user system receives voice flow, play system prompt tone and/or background
Music；
7) if user needs to see the insurance clause of lower one page, user pushes button, the calling of end-user system and
Dtmf dialing module sends dtmf signal to IVR business flow processings module；
8) after IVR business flow processings module receives dtmf signal, the flow processing of next step is carried out.For example, under playing
One voice and the lower one page picture description of push.
Example 3
In the IVVR systems of correlation technique, special video media service device typically all employ.The video media takes
Business device is typically completed：Fluidization treatment to video file, the code/decode format progress encoding and decoding conversion according to terminal system support
Deng the handling process of complexity.In addition to system control process is complicated, these handling processes very expend performance, it is necessary to configure substantial amounts of
Server.And in the IVVR systems of the embodiment of the present invention, general, cheap WEB server can be used to provide Video service,
Without the dedicated video media server of purchasing expensive.
As shown in figure 9, under the scene of video playback, the method for realizing IVVR according to the IVVR systems of example 1 can wrap
Include following steps：
1) system maintenance personnel upload the video made text by the video file management module in content service module
Part.
2) user calls IVR business flow processing modules by end-user system, and IVR business flow processings module is to end
End user system sends message, informs the information for the video file (such as video file 1) that needs play；
Wherein, the information of the video file includes：Download address (such as URL (the Uniform of the video file
Resource Locator, URL))；
3) control module of end-user system receives the message, and message content is parsed, and obtains needing to play
Video file (such as video file 1) download address, the video file into content service module issues module request and regards
Frequency file content；
4) video file issues module and returns to video file data to end-user system.
Wherein, for the huge situation of video file, video file issues module can be with returning part file data, simultaneously
Carry the deviation post of data hereof.
For example video file issues module and can determine to return to total data or part according to the size of video file
Data：If the size of video file exceedes threshold value, to end-user system returning part content, and carry and issued content
Deviation post of the data in video file.The data that end-user system identification video file issues module return are whole numbers
According to still partial data, and decide whether to initiate to ask to content service module again before finishing, until content service
Module has sent the total data of the video file.
5) end-user system forms video image after being decoded by audio and video playing module to the video file
Show user；
6) control module of end-user system continues to issue to video before the video data broadcasting received terminates
Module sends request, wherein carrying deviation post of the video data of newest reception in video file；
Repeat step 4), 5) and 6), untill end-user system has received the total data of the video file.
7) in video display process, end-user system to IVR business flow processings module by sending DTMF buttons
Signal, complete and IVR business flow processing modules interaction, obtain need play next video file (such as video text
Part 2) download address；
Repeat step 3), 4), 5), 6), 7), realize the video interactive of end-user system and IVVR service end systems.Afterwards
The broadcasting of continuous video file is similar with the processing procedure of the broadcasting of first video file.
Example 4
In this example, end-user system also includes file cache module, and the file cache module is used for playing
Video file, audio file or picture cached.
In actual applications, such scene be present：During end-user system playing video file, it is required for every time from interior
Hold and obtained on service module, so not only efficiency is low, and can consumption network bandwidth.Wireless network is unstable or narrower bandwidth
When, video quality can be caused bad, influence the experience of user.In order to solve this problem, this example proposes a kind of embodiment party
Formula, solves the problem by playing the video file of local cache.
As shown in Figure 10, under the scene with local cache, realize that IVVR method can according to the IVVR systems of example 1
To comprise the following steps：
1) attendant uploads the video file made by video file management module.
Wherein, video file management module can generate unique mark to each video file, if the video file is in the future
Changed, then amended video file can correspond to a new unique mark.
2) user calls triggering IVR business flow processing modules, IVR business flow processings by end-user system
Module sends signaling messages to end-user system, and notice needs the video file (for example, video1.3gp) played；
3) after the control module of end-user system receives the signaling message of IVR business flow processing modules, to described
Signaling message is parsed, and inquiry is local to whether there is the video file, if it does not exist, then issuing module to video file
Send a request for video file data；
4) video file is issued after module receives request, and video file data is sent to end-user system；
Wherein, when the video file is larger, the video file issues between module and end-user system can be with
All data of the video file are transmitted several times；
5) after the audio and video playing module of end-user system receives the video file data, video text is commenced play out
Part, and the data of the video file are sent to file cache module generation local video file, and record the local and regard
The file attribute of frequency file；
Wherein, the file attribute of the local video file can include：It is download address, filename, file size, last
Modification time etc.；
6) after user calls triggering IVR business flow processing modules for the second time, IVR business flow processing modules are led to
Know that end-user system plays the video file (for example, video1.3gp) specified；
7) control module of end-user system find it is local the video file (for example, video1.3gp) be present, to regarding
Frequency file issues module and sends request, wherein carrying the attribute information of the video file (for example, video1.3gp) of local cache；
8) video file issues module according to the file attribute information carried in the request received, with content service module
Present on video file be compared, judge the video file that is cached on end-user system and preserved in content service module
Video file it is whether consistent, if unanimously, instruction is sent to notify terminal plays local cache to end-user system
Video file, if it is inconsistent, returning to new video file data to end-user system；
9) end-user system receives the finger that video file issues the video file for playing local cache of module transmission
After order, the video file (for example, video1.3gp) of local cache is played by audio and video playing module.
Wherein, end-user system plays the video file of local cache, and video playback can be more smooth, and saves band
It is wide.
Example 5
In this example, after end-user system starts, before user does not call IVR, end-user system can basis
Current network condition (being, for example, WIFI network) downloads newest video file from content service module automatically and is pre-stored in this
Ground, so as to ensure that user can utilize the resource locally to prestore when being actually needed and playing these video files, when saving download
Between.
As shown in figure 11, in the case where the file that prestores plays scene, the method for realizing IVVR according to the IVVR systems of example 1 can be with
Comprise the following steps：
1) after end-user system starts, before user does not call IVR, control module is to IVR business flow processing moulds
Block sends message and obtains video file.
Wherein, end-user system can send query messages by data network to IVR business flow processings module, look into
Ask the video file list that end-user system may be used；The query messages can be HTTP (HyperText
Transfer Protocol, HTTP) request message or socket message；
2) IVR business flow processings module sends message to end-user system, and the video played is needed in informing business
File download list.
3) control module of end-user system parses to message, after obtaining the video file download list that needs play,
The request of downloading video files is sent to content service module；
4) after content service module receives request, associated video files are sent to end-user system；
5) after end-user system receives video file, the video file is pre-stored in local by file cache module,
And record the attribute information of video file；
Afterwards, if user calls IVVR business by end-user system, the processing step after call setup is the same as showing
Step 6) in example 4,7), 8) He 9).End-user system plays the video file locally to prestore, and video playback can be more smooth,
And save bandwidth.
It should be noted that the present invention can also have other various embodiments, without departing substantially from of the invention spiritual and its essence
In the case of, those skilled in the art can make various corresponding changes and deformation according to the present invention, but these are corresponding
Change and deform the protection domain that should all belong to appended claims of the invention.
Claims (26)
- A kind of 1. method for realizing interactive voice and video response, applied to including at least interactive voice answering IVR business The interactive voice and video response IVVR service end systems of flow processing module and content service module, including：After IVR business flow processing modules receive the call request of end-user system, if the call request correspondingly regards Frequency plays, then call message is returned to the end-user system, wherein carrying the end-user system needs to play Video file download information；After content service module receives the download request for the video file that the end-user system plays to needs, by described in The data of video file are sent to the end-user system or the instruction end-user system plays and is stored in terminal local Video file.
- 2. the method as described in claim 1, it is characterised in that methods described also includes：After IVR business flow processing modules receive the call request of end-user system, if the call request corresponding diagram Piece plays, then call message is returned to the end-user system, wherein carrying the end-user system needs to play Picture corresponding to content of text and text display style information.
- 3. method as claimed in claim 2, it is characterised in that include audio media service mould in the IVVR service end systems During block, methods described also includes：IVR business flow processings module returns to the end-user system and carries content of text and text display style information After call message, the audio media service module sends audio stream to the end-user system；The audio stream bag Include：System prompt sound and/or background music.
- 4. the method as described in claim 1, it is characterised in that：The data of the video file are sent to the end-user system by the content service module, including：Content service module judges whether the size of the video file exceedes threshold value, if it exceeds the threshold, then by repeatedly passing It is totally lost into issuing for the video file data：Video is issued after the download request of the end-user system is received every time The partial data of file, and deviation post information of the partial data in the video file is sent jointly into the end End user system；If it does not exceed the threshold, then disposably complete issuing for the video file data.
- 5. the method as described in claim 1, it is characterised in that：The data of the video file are sent to the end-user system or the instruction terminal user by content service module System plays are stored in the video file of terminal local, including：If content service module knows the end-user system not at end from the download request of the end-user system Video file corresponding to being preserved on end, then to the data of video file corresponding to end-user system return；If content service module knows the end-user system at end from the download request of the end-user system Video file corresponding to being preserved on end, and on the attribute information and content service module of the video file preserved in terminal The attribute information of the video file of preservation is consistent, it indicates that the video text that the end-user system playback terminal locally preserves Part.
- 6. the method as described in claim 1, it is characterised in that methods described also includes：IVR business flow processings module will be available for terminal downloads after the service inquiry for receiving end-user system is asked Video file list is sent to the end-user system；Wherein, the service inquiry request is end-user system in system The request initiated after startup and before user's not yet call business processing from IVR business flow processings module described in trend；After content service module receives the download request for video file list that the end-user system is sent, by institute State the video file in video file list and be handed down to the end-user system.
- 7. such as the method any one of claim 1-6, it is characterised in thatThe content service module is global wide area network WEB server.
- 8. a kind of method for realizing interactive voice and video response, applied to end-user system, including：Sent out to the interactive voice answering IVR business flow processings module of interactive voice and video response IVVR service end systems Play the call request corresponding to video playback, receive the call message that the IVR business flow processings module returns and from The middle download information for obtaining the video file for needing to play；The download request of the video file for needing to play is sent to the content service module of IVVR service end systems；The data for the video file that the content service module returns are received, or are broadcast according to the instruction of the content service module Put the corresponding video file that end-user system preserves in terminal local.
- 9. method as claimed in claim 8, it is characterised in that methods described also includes：Sent out to the interactive voice answering IVR business flow processings module of interactive voice and video response IVVR service end systems Play the call request corresponding to picture playing, receive the call message that the IVR business flow processings module returns and from Content of text and text display style information corresponding to the middle picture for obtaining needs and playing, show according to the content of text and text Sample formula synthesising picture is simultaneously shown.
- 10. method as claimed in claim 9, disappear in the call for receiving the IVR business flow processings module return After ceasing and therefrom getting content of text corresponding to the picture for needing to play and text display style information, it is characterised in that institute Stating method also includes：Receive the audio stream of the audio media service module transmission of IVVR service end systems and play out；The audio stream bag Include：System prompt sound and/or background music.
- 11. method as claimed in claim 8, it is characterised in that：The data for receiving the video file that the content service module returns, including：If the data of the video file received for the first time are the partial datas of the video file, to the content service Deviation post information of the partial video data that module is informed in the video file is recorded, by with it is described interior Hold the reception of the total data of the multiple interaction completion video file of service module：The content clothes are being received each time After the partial video data that module of being engaged in is sent, before partial video data broadcasting terminates, again to the content service Module sends the download request for the deviation post information for carrying the last partial video data received, and receives the content clothes The remaining video data that module of being engaged in returns.
- 12. method as claimed in claim 8, after the data for the video file that the content service module returns are received, its It is characterised by, methods described also includes：After the total data of the video file is finished receiving, the video file is stored in terminal local, and preserve institute State the attribute information of video file.
- 13. method as claimed in claim 12, it is characterised in that：The content service module to IVVR service end systems is sent for the download request for the video file for needing to play, bag Include：If in the saved excessively corresponding video file of terminal local, sent out to the content service module of IVVR service end systems The download request of the video file for needing to play is sent, wherein carrying the attribute information of the video file locally preserved.
- 14. method as claimed in claim 12, it is characterised in that methods described also includes：After end-user system startup, service inquiry request is sent to IVR business flow processings module；After receive that the IVR business flow processings module returns is available for the video file list that end-user system is downloaded, The download request for the video file list is sent to content service module；Receive all video files in the video file list that the content service module returns and be stored in terminal sheet Ground, record the attribute information of the video file.
- 15. a kind of interactive voice and video response IVVR service end systems, including：Interactive voice answering IVR business flow processing modules, call request and processing for receiving terminal custom system, such as Call request described in fruit corresponds to video playback, then returns to call message to the end-user system, wherein described in carrying End-user system needs the download information of the video file played；Content service module, after receiving the end-user system to the download request for the video file for needing to play, The data of the video file are sent to the end-user system or the instruction end-user system plays and is stored in end Hold local video file.
- 16. IVVR service end systems as claimed in claim 15, it is characterised in that：IVR business flow processing modules, after the call request for being additionally operable to receive end-user system, if the call request Corresponding picture playing, then return to call message to the end-user system, wherein carrying the end-user system needs Content of text corresponding to the picture to be played and text display style information.
- 17. IVVR service end systems as claimed in claim 16, it is characterised in that the IVVR service end systems also include sound Frequency media services module；The audio media service module, for being returned in the IVR business flow processings module to the end-user system After the call message for carrying content of text and text display style information, audio stream is sent to the end-user system； The audio stream includes：System prompt sound and/or background music.
- 18. IVVR service end systems as claimed in claim 15, it is characterised in that：Content service module, for the data of the video file to be sent into the end-user system in the following ways： Judge whether the size of the video file exceedes threshold value, if it exceeds the threshold, then completing the video text by being transmitted several times Number of packages evidence issues：The partial data of video file is issued after the download request of the end-user system is received every time, And deviation post information of the partial data in the video file is sent jointly into the end-user system；If Threshold value is not above, then disposably completes issuing for the video file data.
- 19. IVVR service end systems as claimed in claim 15, it is characterised in that：Content service module, in the following ways by the data of the video file be sent to the end-user system or Indicate that the end-user system plays the video file for being stored in terminal local：If it is corresponding to know that the end-user system preserves not in terminal from the download request of the end-user system Video file, then to the end-user system return corresponding to video file data；If it is corresponding to know that the end-user system preserves in terminal from the download request of the end-user system Video file, and preserved in the attribute information of the video file preserved in terminal and content service module video text The attribute information of part is consistent, it indicates that the video file that the end-user system playback terminal locally preserves.
- 20. IVVR service end systems as claimed in claim 15, it is characterised in that：IVR business flow processing modules, after the service inquiry request for being additionally operable to receive end-user system, it will be available under terminal The video file list of load is sent to the end-user system；Wherein, the service inquiry request is that end-user system exists Asked after system starts and before user's not yet call business processing from what IVR business flow processings module described in trend was initiated Ask；Content service module, it is additionally operable to receive the download request for video file list that the end-user system is sent Afterwards, the video file in the video file list is handed down to the end-user system.
- 21. the IVVR service end systems as any one of claim 15-20, it is characterised in that：The content service module is global wide area network WEB server.
- 22. a kind of end-user system for realizing interactive voice and video response, including：Control module, for controlling dialing and dual tone multi-frequency dtmf dial module to be serviced to interactive voice and video response IVVR The interactive voice answering IVR business flow processings module of end system initiates the call request corresponding to video playback；Receive The call message of the IVR business flow processings module return simultaneously therefrom obtains the lower information carrying for the video file for needing to play After breath, the download request of the video file for needing to play is sent to the content service module of IVVR service end systems；Receive The Data Concurrent for the video file that the content service module returns gives audio and video playing module and carries out video playback, Huo Zhegen The corresponding video file preserved in terminal local is played according to the instruction warning tone video playback module of the content service module； The video file obtained from content service module is stored in terminal local by control memory module, and records the video file Attribute information；Dialing and dual tone multi-frequency dtmf dial module, under the control of control module to the IVR business flow processings mould Block sends call request；Audio and video playing module, for carrying out video playback；Memory module, for video file to be stored in into terminal local.
- 23. end-user system as claimed in claim 22, it is characterised in that：The control module, control dialing and dual tone multi-frequency dtmf dial module are additionally operable to interactive voice and video response The interactive voice answering IVR business flow processings module of IVVR service end systems is initiated to ask corresponding to the calling of picture playing Ask；Receive the call message that the IVR business flow processings module returns and therefrom obtain the picture pair for needing to play The content of text and text display style information answered, the content of text and text display style information are sent to audio frequency and video and broadcast Amplification module；The audio and video playing module, it is additionally operable to according to the content of text and text display style information synthesising picture received simultaneously It is shown.
- 24. end-user system as claimed in claim 23, it is characterised in that：The control module, be additionally operable to receive call message that the IVR business flow processings module returns and from In get and need content of text corresponding to the picture that plays and text display style information after, receive IVVR service end systems The audio stream that audio media service module is sent, gives the audio streams to audio and video playing module；The audio stream includes： System prompt sound and/or background music；The audio and video playing module, it is additionally operable to carry out audio broadcasting after receiving audio stream.
- 25. end-user system as claimed in claim 22, it is characterised in that：The control module, broadcast for being sent in the following ways to the content service module of IVVR service end systems for needs The download request for the video file put：If in the saved excessively corresponding video file of terminal local, control dialing and dual tone multi-frequency dtmf dial module to The content service module of IVVR service end systems sends the download request of the video file for needing to play, wherein described in carrying The attribute information of the video file locally preserved.
- 26. end-user system as claimed in claim 22, it is characterised in that：Control module, it is additionally operable to after end-user system starts, sending service inquiry to IVR business flow processings module please Ask；After receive that the IVR business flow processings module returns is available for the video file list that end-user system is downloaded, to Content service module sends the download request for the video file list；Receive the described of the content service module return All video files in video file list simultaneously notify memory module to be stored in terminal local, record the category of the video file Property information.
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| PCT/CN2018/123983 WO2019129088A1 (en) | 2017-12-26 | 2018-12-26 | Method for realizing interactive voice and video response, terminal and serving end system |
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| CN115567668A (en) * | 2022-09-26 | 2023-01-03 | 中国建设银行股份有限公司 | IVVR-based audio and video call processing method and device and computer equipment |
| CN117978788A (en) * | 2024-04-01 | 2024-05-03 | 中电科东方通信集团有限公司 | Digital person video outbound system, method and device based on 5G new call |
| CN117978788B (en) * | 2024-04-01 | 2024-06-11 | 中电科东方通信集团有限公司 | Digital person video outbound system, method and device based on 5G new call |
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