CN1428982A - Calling centre compatible with public switched telenet and interconnected network and its access method - Google Patents
Calling centre compatible with public switched telenet and interconnected network and its access method Download PDFInfo
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- CN1428982A CN1428982A CN 01145713 CN01145713A CN1428982A CN 1428982 A CN1428982 A CN 1428982A CN 01145713 CN01145713 CN 01145713 CN 01145713 A CN01145713 A CN 01145713A CN 1428982 A CN1428982 A CN 1428982A
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Abstract
The present invention discloses a calling centre compatible with public switched telecommunication network and interconnected network and its access method. It includes interactive voice response system (IVR), CTI server, web server, APP server, local position, far-end position and database server and call centre access gateway. Said invented calling centre can be compatible with different access modes, and can implement unified service mode so as to raise the system property of calling centre.
Description
Technical field
The present invention relates to the customer service calls center of telecommunications and other industry fields, relate in particular to call center and the cut-in method thereof of compatible Public Switching Telecommunication Network (PSTN) and the Internet (IP).
Background technology
The call center is one group and attends a banquet or the business agent of company concentrates and carries out calling and handle and send a special system of calling out with customer contact.In general, when system has more than 3 personnel that carry out the processing of this kind traffic specially, can be considered to the call center.Usually, the staff of call center is called as business agent's (attending a banquet), and the group that the business agent forms is called as service groups (group of attending a banquet).A call center can be individual by hundreds of, even several thousand business agents form.And the little department of small enterprise and large enterprises also can set up a small-sized call center that has only several business agents as required very economically.When the income of an enterprise can obtain by telephone system, just need set up a call center, with economy and the convenient, flexible property that makes full use of telephone system, and the satisfaction by improving the telephone subscriber and employee's operating efficiency are come additional income.The call center more efficiently bears interest their work for the employee of enterprise provides the strong information handling implement.
Traditional call center must possess two basic parts: (1) has the subscriber access system of automatic call distribution (ACD) ability, and ACD distributes to calling the idle traffic representative in the service groups automatically; ACD handles when calling out, and does not need the operator to get involved.(2) call center business agent (attending a banquet) and administrative staff.Except that above two elements, can also there be following relevant system and equipment in the call center: interactive voice response system (IVR); Computer telephone integration server (CTI) etc.
The sixty-four dollar question that the call center faces is the problem of accepting that solves from the service object of various possibility approach.The attend a banquet client that faces of traditional call center only comes from the call of PSTN, has increased accepting facsimile service afterwards.Influence along with internet development, the mode that some people more and more is accustomed to adopting Email and browsing homepage is complained, is seeked advice from, along with the development of IP phone with popularize, those clients that come from Internet have higher requirement to the call center, they wish that the call center can provide that a kind of function---the client is when browsing homepage, directly carry out speech exchange by clicking its interested super connection, can also obtain services such as browser navigation, blank technology simultaneously with attending a banquet.
Prior art has increased functions such as Email submission, list submission in the call center, the user can be by the IP telephone access call center, but still there is following defective in these solutions:
1. can't provide unified service mode: different access waies can't be transparent to attending a banquet, and IP and PSTN inserted must use the different system of two covers that service is provided.
2. the far-end cost of attending a banquet is high: the access that traditional far-end is attended a banquet is that the PSTN circuit by special use is linked into the call center, must use as special equipments such as multiplexers, and cost is very high.Do not retrieve at present the document of discussing and addressing the above problem as yet.
Summary of the invention
The technical assignment that the present invention will solve is to exist in the prior art, and IP and PSTN insert and must use two to overlap different systems service is provided, and the far-end high problem of cost of access of attending a banquet, and proposes the call center and the cut-in method thereof of a kind of compatible PSTN and IP network.
The call center that the present invention proposes comprises:
Comprise interactive voice response system (IVR), computer telephone integration server (CTI Server), the webserver (Web Server), application server (APP Server), attend a banquet in this locality, far-end is attended a banquet and database server (Database Server), it is characterized in that, also comprises call center (Call Center) IAD; Described Web Server, CTI Server, Database Server, IVR, IAD and local attending a banquet all with of the lan interconnection of IP mode by the call center, attend a banquet and also link to each other with the PTSN net of outside by the CallCenter IAD in described this locality, the speech communication that described far-end is attended a banquet is linked into Call Center IAD with the H323 protocol mode, and the partial data communication is finished by WebServer and the attending a banquet agency who is integrated on the Web Server by http protocol.
Aforesaid call center is characterized in that described call center IAD comprises voip gateway and queue machine, and described voip gateway is to be used to control from the voice signal of IP network with from the mutual conversion of the voice signal of PSTN net; Described queue machine externally provides the interface with Local Exchange's trunk line, and the interior line interface that connects seat representative phone and automatic voice responding equipment internally is provided.
Aforesaid call center is characterized in that described voip gateway specifically comprises: the session layer module is used to carry out call establishment, cancels, supervision and session management; The call management layer module: the event of processing messages layer, and mutual with the session layer module; Message layer module: reach the H.323 variety of event of protocol stack generation to call management layer report physical equipment.
The user access method that the present invention proposes mainly comprises step:
(1) system carries out initialization;
When (2) user inserts, access way is judged: if phone inserts, queue machine is handled and is inserted the automatic speech navigation; If user on the network's voice insert, then voip gateway is converted to PSTN, handle by queue machine then and insert the automatic speech navigation; If other modes of user on the network insert, then handle and insert by the webserver, then application server is registered;
(3) CTI searches idle seating;
(4) whether be the judgement of voice access way;
(5) if non-voice access way (other accesses), CTI will directly notify and attend a banquet, and attend a banquet and set up session by Web Server and user after receiving message;
(6) if the voice access way is then at first judged the classification of attending a banquet;
(7) if attend a banquet in this locality, queue machine is connected the speech channel of attending a banquet, and attends a banquet and the user sets up conversation;
(8) if far-end is attended a banquet, queue machine is connected the gateway of attending a banquet, and gateway conversion PSTN is the ip voice signal and connects far-end and attend a banquet, and attends a banquet and the user sets up conversation.
Adopt call center proposed by the invention, can compatible different access way, realized the unified service mode of call center, and after adopting the method for the present invention's proposition, can realize attend a banquet transparent to queue machine of far-end.The present invention can carry out smooth upgrade at original system, saved the expense that far-end attends a banquet and the cost of access, improved the call center system performance.
Description of drawings
Fig. 1 is call center's structural representation that the present invention proposes.
Fig. 2 is the call center's IAD structure chart among Fig. 1.
Fig. 3 is the call center user cut-in method flow chart that the present invention proposes.
Fig. 4-Fig. 6 be respectively with domestic consumer insert, user on the network's voice insert and other modes of user on the network to insert be that example describes the cut-in method flow chart in detail.
Embodiment
As shown in Figure 1, the call center that the present invention proposes comprises: interactive voice response system (IVR), computer telephone integration server (CTI Server), the webserver (Web Server), application server (APPServer), attend a banquet in this locality, and far-end is attended a banquet, database server (Database Server), and call center (Call Center) IAD.Described Web Server, CTI Server, Database Server.IVR, Call Center IAD and local attending a banquet all with of the lan interconnection of IP mode by the call center, attend a banquet and also link to each other with the PTSN net of outside by Call Center IAD in described this locality, the speech communication that described far-end is attended a banquet is linked into Call Center IAD in VoIP (H323 agreement) mode, and the partial data communication is finished by Web Server and the attending a banquet agency who is integrated on the Web Server by http protocol.
(Interactive Voice Response IVR) claims voice responding unit or interactive voice response system again to interactive voice response system.It can discern the user by double-tone phone numeric keypad input frequently for information about, and plays the voice that record in advance to the user.In addition, it can also finish functions such as voice mail, fax transmission.Therefore, automatic voice responding equipment is being brought into play very important effect aspect automation services.
Computer telephone integration server (CTI) is connected with queue machine, and it sends instruction by the event message of reception queue machine with to queue machine, realizes the comprehensive management to whole call center.
The webserver (Web Server), be responsible for attend a banquet and the user provide services on the Internet, especially attending a banquet for far-end provides and being connected of call center, and this connection is to finish by the attending a banquet agency who is positioned on the Web Server, helps the security control of whole call center so more.
Application server (APP Server) is positioned at the inside of call center, and it is responsible for the processing and the control of the service logic of whole call center, is the center of gravity place of call center's load.
Call Center IAD, Call Center IAD are mainly to comprise voip gateway and queue machine two parts in its structure of access device part of the present invention.
Attending a banquet and be linked in the local area network by TCP/IP in this locality, and sets up with other servers of this and call center and to get in touch, and simultaneously, attend a banquet and also be connected to the PSTN signal that comes from queue machine on the IAD with reception by telephone wire in this locality; Far-end is attended a banquet and is linked into the call center in the IP mode, but different be that its all data communications have been passed through the agency that attends a banquet who is positioned on the Web Server, can allow itself and in-house network isolate like this to guarantee safety.Except data communication method, it is also different to attend a banquet in the voice signal that far-end is attended a banquet and this locality, and the voice signal that far-end is attended a banquet is linked on the IAD by IP network with the H323 agreement, so the far-end dispense with telephone line of attending a banquet connects.
Call center's IAD among Fig. 1 comprises voip gateway and queue machine, and its structural representation is seen Fig. 2.Voip gateway is responsible for receiving the VoIP signal, and all VoIP signals are converted into the PSTN signal and are transmitted to queue machine, accepts queue machine simultaneously and transmits the PSTN signal that comes and be converted into the VoIP signal; Queue machine is responsible for receiving the PSTN signal and is handled on demand, and routing direction is included in outside PSTN net, inner PSTN link, and VOIP gateway.It comprises following module:
Session layer module: finish call establishment, cancel, function such as supervision and session management.The call management layer module: the event of processing messages layer, and mutual with session layer, divide PSTN call management layer module and IP call management layer module.Message layer module: reach the H.323 variety of event of protocol stack generation to call management layer report physical equipment, divide PSTN message layer module and IP message layer module
Queue machine is main thoroughfare and the bridge that call center and PSTN net is got in touch, and the interface with Local Exchange's trunk line externally is provided, and the interior line interface of connection seat representative phone and automatic voice responding equipment internally is provided.When the number of outside incoming call disposal ability greater than seat representative, queue machine will be put into waiting list with the phone that has little time to handle, again the call forwarding in the formation is gone over during the free time etc. seat representative, and can be in client's waiting time playing back music and advertisement etc.
The method that the call center that the present invention proposes inserts allows the user to adopt multiple mode to insert, and comprises that domestic consumer inserts, and user on the network's voice insert, other accesses of user on the network (as written communication, browser navigation, blank) etc.Fig. 3 has illustrated the handling process that whole call center inserts the user.For the relation of clearer and more definite call center various piece, how co-ordination is an example with regard to different access waies below between the each several part of system under the situation of different access waies, describes respectively.
At first carry out system initialization, comprising: the attend a banquet number of the queue machine that is switched to IAD and binding oneself of this locality; Far-end is attended a banquet and is switched to queue machine and distributes virtual-number by voip gateway.
When the user inserts, judge that drawing is that domestic consumer inserts, after promptly phone inserted, as shown in Figure 4, the call center was called out by the PSTN net by domestic consumer, and speech channel is pulled to queue machine; Queue machine is this call request notice CTI; CTI searches all states of attending a banquet, and up to finding idle seating, and this corresponding number of attending a banquet is returned to queue machine.If attend a banquet in this locality, queue machine is connected user's speech channel with the speech channel of having set up of attending a banquet, and so far calling procedure is finished.If far-end is attended a banquet, because before this, far-end is attended a banquet and is switched to queue machine by voip gateway, and distributes virtual-number, and queue machine is connected by VoIP user's speech channel with the speech channel of having set up of attending a banquet, and so far calling procedure is finished.
If judge is that user on the network's voice insert, and then flow process as shown in Figure 5.The user calls out voip gateway by the Internet net, and gateway is converted into PSTN with speech channel and is switched to queue machine.Queue machine is this call request notice CTI, and CTI searches all states of attending a banquet, and up to finding idle seating, and this corresponding number of attending a banquet is returned to queue machine.If attend a banquet in this locality, queue machine is connected user's speech channel with the speech channel of having set up of attending a banquet, and so far calling procedure is finished.Equally, if far-end is attended a banquet, because before this, far-end is attended a banquet and is switched to queue machine and distributes virtual-number by voip gateway, and queue machine is connected by VoIP user's speech channel with the speech channel of having set up of attending a banquet, and so far calling procedure is finished.
If other modes of user on the network insert, as written communication, browser navigation, blank etc., then with reference to the flow process of Fig. 6, the user on the network sends service request by Web Server, and Web Server is transmitted to app Server with this application.App Server attends a banquet to the CTI application, and CTI searches idle seating, and the number of attending a banquet is returned to appServer, and notice is attended a banquet simultaneously.Attend a banquet notified after, set up contact by Web Server with the user, and service be provided.
Claims (4)
1, the call center of a kind of compatible PSTN and IP network, comprise interactive voice response system (IVR), computer telephone integration server (CTI Server), the webserver (Web Server), application server (APPServer), attend a banquet in this locality, and far-end is attended a banquet and database server (Database Server), it is characterized in that, also comprise call center (Call Center) IAD; Described Web Server, CTI Server, Database Server, IVR, IAD and local attending a banquet all with of the lan interconnection of IP mode by the call center, attend a banquet and also link to each other with the PTSN net of outside by Call Center IAD in described this locality, the speech communication that described far-end is attended a banquet is linked into Call Center IAD with the H323 protocol mode, and the partial data communication is finished by Web Server and the attending a banquet agency who is integrated on the Web Server by http protocol.
2, call center as claimed in claim 1 is characterized in that, described call center IAD comprises voip gateway and queue machine; Described voip gateway is used to control from the voice signal of IP network with from the mutual conversion of the voice signal of PSTN net; Described queue machine externally provides the interface with Local Exchange's trunk line, and the interior line interface that connects seat representative phone and automatic voice responding equipment internally is provided.
3, call center as claimed in claim 2 is characterized in that described voip gateway specifically comprises: the session layer module is used to carry out call establishment, cancels, supervision and session management; The call management layer module: the event of processing messages layer, and mutual with the session layer module; Message layer module: reach the H.323 variety of event of protocol stack generation to call management layer report physical equipment.
4, the cut-in method of the call center of a kind of compatible PSTN and IP network is characterized in that comprising step:
(1) system carries out initialization;
When (2) user inserts, access way is judged: if phone inserts, queue machine is handled and is inserted the automatic speech navigation; If user on the network's voice insert, then voip gateway is converted to PSTN, handle by queue machine then and insert the automatic speech navigation; If other modes of user on the network insert, then handle and insert by the webserver, then application server is registered;
(3) CTI searches idle seating;
(4) whether be the judgement of voice access way;
(5) if non-voice access way (other accesses), CTI will directly notify and attend a banquet, and attend a banquet and set up session by Web Server and user after receiving message;
(6) if the voice access way is then at first judged the classification of attending a banquet;
(7) if attend a banquet in this locality, queue machine is connected the speech channel of attending a banquet, and attends a banquet and the user sets up conversation;
(8) if far-end is attended a banquet, queue machine is connected the gateway of attending a banquet, and gateway conversion PSTN is the ip voice signal and connects far-end and attend a banquet, and attends a banquet and the user sets up conversation.
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| Application Number | Priority Date | Filing Date | Title |
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| CNB011457139A CN100433739C (en) | 2001-12-26 | 2001-12-26 | Calling centre compatible with public switched telenet and interconnected network and its access method |
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| CNB011457139A CN100433739C (en) | 2001-12-26 | 2001-12-26 | Calling centre compatible with public switched telenet and interconnected network and its access method |
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| CN1428982A true CN1428982A (en) | 2003-07-09 |
| CN100433739C CN100433739C (en) | 2008-11-12 |
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| CN100405760C (en) * | 2003-11-20 | 2008-07-23 | 国际商业机器公司 | Method and system for providing web services from a service environment with a gateway |
| CN100452815C (en) * | 2004-12-29 | 2009-01-14 | 腾讯科技（深圳）有限公司 | System and method for implementing telephone service through Internet inside enterprise |
| CN100469148C (en) * | 2005-10-31 | 2009-03-11 | 中国电信股份有限公司 | System and method for supporting video and audio services, and WEB type service by using dual service stacks |
| WO2009067932A1 (en) * | 2007-11-13 | 2009-06-04 | Huawei Technologies Co., Ltd. | Internet protocol call center and method for realizing a call business |
| CN1930849B (en) * | 2004-03-09 | 2010-04-14 | 诺基亚西门子通信有限责任两合公司 | Method for establishing a call in a telecommunications network, telecommunications network, and controlling device for packet networks |
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| CN101076063B (en) * | 2007-06-29 | 2010-11-17 | 中国联合网络通信集团有限公司 | Call connection, phonetic help system and method for processing phonetic help information |
| CN101079934B (en) * | 2007-07-02 | 2011-03-02 | 中兴通讯股份有限公司 | Method and system for utilizing session initialization protocol soft terminal to record the voice |
| CN101406032B (en) * | 2006-08-03 | 2011-07-20 | 华为技术有限公司 | Value-added service network and IVR server and real-time flow path track analysis method |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| GB2342529B (en) * | 1998-10-05 | 2003-06-04 | Hewlett Packard Co | Call Centre |
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2001
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| CN101227532B (en) * | 2008-01-31 | 2010-11-03 | 中国电信股份有限公司 | Method and system for monitoring video based on soft queue |
| CN101227531B (en) * | 2008-01-31 | 2011-12-21 | 中国电信股份有限公司 | Method and system for monitoring video based on soft queue |
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| CN103595880A (en) * | 2012-08-15 | 2014-02-19 | 殷程 | Portable call center agent |
| CN103414710A (en) * | 2013-08-05 | 2013-11-27 | 上海创程电讯设备有限公司 | IPCC intelligent centralized calling system |
| CN105721273A (en) * | 2014-12-03 | 2016-06-29 | 华为技术有限公司 | Correlation method and apparatus |
| CN105721273B (en) * | 2014-12-03 | 2019-10-25 | 华为技术有限公司 | Correlating method and device |
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| CN100433739C (en) | 2008-11-12 |
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