CN1863247A - Call route system based on subscriber presentation state and method thereof - Google Patents
Call route system based on subscriber presentation state and method thereof Download PDFInfo
- Publication number
- CN1863247A CN1863247A CN 200510034608 CN200510034608A CN1863247A CN 1863247 A CN1863247 A CN 1863247A CN 200510034608 CN200510034608 CN 200510034608 CN 200510034608 A CN200510034608 A CN 200510034608A CN 1863247 A CN1863247 A CN 1863247A
- Authority
- CN
- China
- Prior art keywords
- calling
- user
- call
- route
- control device
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a call-routing system and method based on user Presence state, where Presence terminal is connected with Presence support system, the Presence support system is connected with call- routing control device, the call-routing control device is connected with above one telephone terminal; the Presence terminal transmits the user Presence state through the Presence support system to the call-routing control device; the call-routing control device routes the received call according to the received and stored the current user Presence state and the preset call-routing policies. As the other users call this user, the call-routing control device routes their calls to receivable telephone terminals, extremely raising communication efficiency.
Description
Technical field
The present invention relates to a kind of system and method for calling out route, especially a kind of call route system and method based on user Presence state.
Background technology
Along with the develop rapidly of telecommunication technology and popularizing of IP network, increasing people brings into use real-time messages (Instant Message is called for short IM) and presents (Presence) business.
Carry out message based communication when the IM business can allow people by network implementation, and the User Status presence service for people provide a kind of fast way own current state notifying to other people.
Described presence service can be had user's second, the third gradegrade C of communication contact by the server notification of network enabled online service with him with the reaching the standard grade of user's first in the network online service, off-line or the busy User Status of leaving etc., here, the user reaches the standard grade, off-line or busyly the Presence state that User Status is the user such as leave, by such presence service, have user's second, third state that can know before user's Leptostraca of communication contact with user's first, according to its state determine whether and his contact how to get in touch etc.
Although increasing people is using presence service by network, present main means of communication or phone, telephone exchange can provide the business of calling out route according to the telephone terminal state, for example divert when busy, Call Forwarding No Reply etc. at present.So-called divert when busy is exactly that calling can be routed to (this phone is specified in advance by the called subscriber) on the other telephone terminal when the called phone terminal is busy.But, because the state of telephone terminal is fairly simple, only have busy and idle two states usually, thus this route technology offers the user the own ability that determines route a little less than, can't satisfy current people's requirement to communication capacity.
Summary of the invention
First purpose of the present invention is at the deficiencies in the prior art, a kind of call route system based on user Presence state is proposed, can carry out route to calling according to user Presence state, that has improved the user oneself determines the ability and the communication efficiency of route.
Second purpose of the present invention is at the deficiencies in the prior art, proposes a kind of call route method based on user Presence state, is used to satisfy people's the requirement to communication capacity, improves communication efficiency.
For realizing above-mentioned first purpose, the invention provides a kind of call route system based on user Presence state, comprise being provided with the communication network of calling out route control device that be provided with the Presence back-up system in the described communication network, this Presence back-up system is connected with the Presence terminal; Described Presence back-up system also is connected with the communication of described calling route control device; Described Presence terminal is the communication terminal that installation and operation has the Presence client software, and this Presence terminal sends to described Presence back-up system by described Presence client software with user's Presence status message; Described Presence back-up system receives the described user's of Presence terminal transmission Presence status message, and user's Presence status message is sent described calling route control device; Be preset with the calling routing policy in the described calling route control device, and receive, preserve the described user's that described Presence back-up system sends Presence status message and communication call is carried out Route Selection.
For realizing above-mentioned second purpose, the invention provides a kind of call route method based on above-mentioned call route system, may further comprise the steps:
The calling that step 2, described calling route control device receive according to the current Presence state of user and default calling routing policy route.
Wherein, the user sets its current Presence state by described Presence terminal, and the user sets on described calling route control device and calls out routing policy.
By system and method for the present invention, the user can set the calling routing policy based on User Status, other users are when calling out this user, call out route control device according to this user's the Presence state and the calling routing policy of this user preset, other users' calling is routed to the telephone terminal that it can receive, has improved communication efficiency greatly.
Below the present invention will be described in detail by specific embodiment and accompanying drawing.
Description of drawings
Fig. 1 is a system construction drawing of the present invention;
Fig. 2 is the system construction drawing of one embodiment of the invention.
Embodiment
Referring to Fig. 1, be system construction drawing of the present invention, comprise more than one telephone terminal 1,1 ', call out route control device 2, Presence back-up system 3 and Presence terminal 4; Described Presence terminal 4 is connected with described Presence back-up system 3, and described Presence back-up system 3 is connected with described calling route control device 2, and described calling route control device 2 is connected with described more than one telephone terminal 1,1 '.
Wherein, described calling route control device 2 for can monitor calling, the device of route, as pstn telephone switch, SoftSwitch or call controller, described pstn telephone switch, SoftSwitch or call controller receive and preserve the current Presence status message of user that described Presence back-up system sends in real time, when receiving call request, according to the current Presence status message of preserving of user and default calling routing policy determine to the routed path of this calling go forward side by side walking along the street by.
Described Presence terminal 4 is the hardware unit of running client software.The hardware unit of described running client software can be intelligent terminal or PC; Described Presence back-up system 3 is for supporting the server of described client software.
Method based on this system may further comprise the steps:
Before step 1, be set by the user its current user Presence state, like this, the user can select its Presence state flexibly.
In the present invention, described user Presence state generally can be states such as user's " reaching the standard grade ", " off-line ", " leaving ".
Calling routing policy described in the step 2 of the present invention is artificial regulation, will transfers to rule on the phone of appointment to the calling of some or certain several phone according to the concrete Presence state of this user, this regulation can change at any time, for example, when if this user Presence state is " reaching the standard grade ", can will transfer on the telephone terminal D the calling of telephone terminal A, B, C, when " off-line " if of this user Presence state, can will transfer on the telephone terminal A the calling of telephone terminal B, C, D.
Above-mentioned calling routing policy needs to set in advance, and can set in several ways, as, when described calling route control device had the self-service function of customer service, the user can call out routing policy by the master that the self-service user interface of business disposes based on the Presence state; Also can set the routing call strategy by described Presence terminal 4 by the user, described call policy is sent to described Presence back-up system 3, described Presence back-up system 3 is set described calling route control device 2 according to described routing call strategy again.
As shown in Figure 2, system construction drawing for the present invention's one specific embodiment, wherein, comprise landline telephone 10,11......1n, pstn telephone switch 20, Microsoft's instant communication server (Live CommunicationServer, be called for short the LCS of Microsoft) 30, the computer 40 that the Messager of Microsoft client is installed, pstn telephone switch 20 is corresponding to the calling route control device 2 among Fig. 1, the described LCS30 of Microsoft is corresponding to the Presence back-up system 3 among Fig. 1, the described computer 40 of the Messager of Microsoft client that is equipped with is corresponding to the Presence terminal 4 among Fig. 1, the described LCS30 of Microsoft supports the user to set own current user Presence state and present to other user in the system by instant communication software, and this user Presence state is sent to pstn telephone switch 20 by network, and pstn telephone switch 20 records are also preserved this user Presence state.
The user also needs the manual calling routing policy of setting based on user Presence state, and described calling routing policy generally is that artificial regulation will be transferred to rule on which phone to the calling of which phone, can change at any time.In the present embodiment, provide the calling routing policy by the LCS30 of Microsoft.The user sets calling routing policy based on user Presence state by instant communication software, and can inquire about this strategy.The LCS30 of Microsoft is by communicating by letter with pstn telephone switch 20, the routing policy that the user sets is directly set on pstn telephone switch 2, promptly revise the processing of switch to calling out, make switch after receiving call request, detect earlier user's routing policy of its setting, again according to route is carried out in path that should the current Presence setting state of user.
After pstn telephone switch 20 has obtained the calling routing policy based on User Status that the current User Status of user and user set, when calling out the telephone terminal that arrives this user, pstn telephone switch 20 will carry out route to calling according to these information.For example, when the user in when work, it has the desktop landline telephone more than an one, but be in different positions, when handle official business in the position that this user is positioned at a landline telephone place, it can will be transferred to the calling of other phones on the phone of current office, this user can set the strategy of route by the instant communication software in its computer, and this strategy sent on the LCS30 of Microsoft that is connected with this computer, the LCS30 of this Microsoft sets the pstn telephone switch according to the described electricity strategy of exhaling, and the current Presence state of promptly corresponding different user has different routed paths.As the people when its duration of work is called out its landline telephone, after pstn telephone switch 20 receives this call request, according to the current Presence state of this user of its preservation with to the routed path of should the user current Presence state, to be routed to the phone on the current office location of user to the calling of the landline telephone of other positions, like this, reduced the human relay working of phone, and, calling out routing policy can be revised according to its present office or signal intelligence at any time by the user, and communication efficiency is provided greatly.
In the present invention, described calling route control device not only can adopt the pstn telephone switch, also can adopt SoftSwitch or call controller, when adopting SoftSwitch or call controller, described step 2 is identical with employing pstn telephone switch, does not repeat them here.
In addition, because being installed, the computer 40 real-time Presence states with the user of the Messager of Microsoft client send to the LCS30 of Microsoft, the LCS30 of Microsoft is once obtain this user Presence state, just real-time sends to pstn telephone switch 20 with this user Presence state, so, guaranteed that the user Presence state corresponding with this user that receives in the pstn telephone switch 20 and preserve is the current Presence state of this user, in like manner, calling out routing policy is the calling routing policy of the up-to-date setting of user.In addition, the calling route control device 2 among Fig. 1 also can be the device of being made up of telephone exchange and application server, and the telephone exchange here can be pstn telephone switch, SoftSwitch or call controller; The default routing policy of calling out of described application server receives and preserves the user Presence state that the Presence back-up system sends.When calling out, telephone exchange sends to described application server with the call request that receives, described application server is made the route ruling according to the active user Presence state and the default calling routing policy of its preservation to the calling that receives, determine routed path to this calling, and this routed path sent through telephone exchange, described telephone exchange carries out route according to this routed path to calling.
It should be noted that at last: above embodiment only in order to the explanation the present invention and and unrestricted technical scheme described in the invention; Therefore, although this specification has been described in detail the present invention with reference to each above-mentioned embodiment,, those of ordinary skill in the art should be appreciated that still and can make amendment or be equal to replacement the present invention; And all do not break away from the technical scheme and the improvement thereof of the spirit and scope of the present invention, and it all should be encompassed in the middle of the claim scope of the present invention.
Claims (9)
1, a kind of call route system based on user Presence state, comprise and be provided with the communication network of calling out route control device, it is characterized in that being provided with in the described communication network Presence back-up system, this Presence back-up system is connected with the Presence terminal; Described Presence back-up system also is connected with the communication of described calling route control device; Described Presence terminal is the communication terminal that installation and operation has the Presence client software, and this Presence terminal sends to described Presence back-up system by described Presence client software with user's Presence status message; Described Presence back-up system receives the described user's of Presence terminal transmission Presence status message, and user's Presence status message is sent described calling route control device; Be preset with the calling routing policy in the described calling route control device, and receive, preserve the described user's that described Presence back-up system sends Presence status message and communication call is carried out Route Selection.
2, the call route system based on user Presence state according to claim 1 is characterized in that, described calling route control device is pstn telephone switch, SoftSwitch or call controller.
3, the call route system based on user Presence state according to claim 1, it is characterized in that, described calling route control device comprises pstn telephone switch or SoftSwitch or call controller and connected application server, wherein, the default routing policy of calling out of described application server, and receive, preserve the current Presence status message of user that described Presence back-up system transmits; Receiving under the state of call request, telephone exchange sends to described application server with the call request that receives, described application server is made the route ruling according to active user Presence state and calling routing policy to the calling that receives, determine routed path to this calling, and this routed path sent to described telephone exchange, described telephone exchange carries out route according to this routed path to calling.
4, a kind of call route method based on the arbitrary described call route system of aforesaid right requirement 1-3 is characterized in that, may further comprise the steps:
Step 1, the Presence terminal Presence state that this user is current send to the calling route control device by the Presence back-up system;
The calling that step 2, described calling route control device receive according to the current Presence state of user and default calling routing policy route.
5, call route method according to claim 4 is characterized in that, also comprises before step 1: the user sets its current Presence state by described Presence terminal.
6, according to claim 4 or 5 described call route methods, it is characterized in that, also comprise before the described step 2: the user sets on described calling route control device and calls out routing policy.
7, call route method according to claim 6, it is characterized in that described user sets the mode of calling out routing policy and is on described calling route control device: the setting that the user calls out routing policy by the self-service function of the customer service of described calling route control device.
8, call route method according to claim 6, it is characterized in that, described user sets the mode of calling out routing policy on described calling route control device: the user sets by described Presence terminal and calls out routing policy and described call policy is sent to described Presence back-up system, and described Presence back-up system is set described calling route control device according to described calling routing policy.
9, call route method according to claim 4, it is characterized in that, when described calling route control device comprises telephone exchange and connected application server, described application server sets in advance the calling routing policy, and receives, preserves the user Presence state that the Presence back-up system sends; When calling out, described step 2 specifically comprises the steps:
Step 21, telephone exchange send to described application server with the call request that receives;
Step 22, described application server are made the route ruling according to the active user Presence state of its preservation and default calling routing policy to the calling that receives, determine routed path, and this routed path is sent to described telephone exchange this calling;
Step 23, described telephone exchange carry out route according to this routed path to calling.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2005100346087A CN100499704C (en) | 2005-05-11 | 2005-05-11 | Call route system based on subscriber presentation state and method thereof |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2005100346087A CN100499704C (en) | 2005-05-11 | 2005-05-11 | Call route system based on subscriber presentation state and method thereof |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN1863247A true CN1863247A (en) | 2006-11-15 |
| CN100499704C CN100499704C (en) | 2009-06-10 |
Family
ID=37390568
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CNB2005100346087A Expired - Fee Related CN100499704C (en) | 2005-05-11 | 2005-05-11 | Call route system based on subscriber presentation state and method thereof |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN100499704C (en) |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101365017B (en) * | 2007-08-07 | 2012-05-23 | 中国电信股份有限公司 | Method and system realizing calling and called process based on customer status appearance |
| CN102572136A (en) * | 2010-12-22 | 2012-07-11 | 中兴通讯股份有限公司 | Call center and method for providing call services |
| CN106161818A (en) * | 2015-04-23 | 2016-11-23 | 中国电信股份有限公司 | Call routing method, device and system |
-
2005
- 2005-05-11 CN CNB2005100346087A patent/CN100499704C/en not_active Expired - Fee Related
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101365017B (en) * | 2007-08-07 | 2012-05-23 | 中国电信股份有限公司 | Method and system realizing calling and called process based on customer status appearance |
| CN102572136A (en) * | 2010-12-22 | 2012-07-11 | 中兴通讯股份有限公司 | Call center and method for providing call services |
| CN106161818A (en) * | 2015-04-23 | 2016-11-23 | 中国电信股份有限公司 | Call routing method, device and system |
Also Published As
| Publication number | Publication date |
|---|---|
| CN100499704C (en) | 2009-06-10 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US10057363B2 (en) | Distributed hardware/software system for managing agent status in a communication center | |
| JP4295186B2 (en) | Apparatus and method for improving and enhancing telephony | |
| US7376227B2 (en) | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center | |
| JP3790324B2 (en) | Work in a home ACD agent network with joint control | |
| JP3877523B2 (en) | Method for mixing phone calls | |
| KR101002179B1 (en) | Method and apparatus for distributed interactive voice processing | |
| JP3681403B2 (en) | System and method for operating multiple call centers | |
| US20040062380A1 (en) | Contact center management | |
| EP1774760B1 (en) | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center | |
| CA2244819C (en) | System for coordinating calls between an adjunct device and a switching system | |
| CN100499704C (en) | Call route system based on subscriber presentation state and method thereof | |
| CN1148935C (en) | Method and system for reducing telephone call cost of service provider | |
| US8102991B2 (en) | Method and system for automatic call distribution | |
| US7787610B1 (en) | Automatic call director first in first out load-balancing accessory | |
| WO2002080513A1 (en) | Computer telephony integration | |
| EP1269769A1 (en) | Computer telephony integration | |
| US8503640B1 (en) | Extension monitoring in a distributed telephony system | |
| CA2282931A1 (en) | A contact center system capable of handling multiple media types of contacts and method for using the same | |
| JP2001309054A (en) | Private branch exchange system cooperating network, its control method and recording medium with its control program recorded thereon | |
| JP2002209020A (en) | Received call distribution processing system and received call distribution method using the system | |
| WO2001013582A1 (en) | System which seamlessly integrates several forms of communication | |
| JP2012074916A (en) | Connection control system | |
| CN1713676A (en) | Calling control of front and rear transfer |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| CF01 | Termination of patent right due to non-payment of annual fee |
Granted publication date: 20090610 Termination date: 20210511 |
|
| CF01 | Termination of patent right due to non-payment of annual fee |