WO2014183576A1 - 在窄带智能业务中实现ivr操作的方法和*** - Google Patents

在窄带智能业务中实现ivr操作的方法和*** Download PDF

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Publication number
WO2014183576A1
WO2014183576A1 PCT/CN2014/076882 CN2014076882W WO2014183576A1 WO 2014183576 A1 WO2014183576 A1 WO 2014183576A1 CN 2014076882 W CN2014076882 W CN 2014076882W WO 2014183576 A1 WO2014183576 A1 WO 2014183576A1
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Prior art keywords
ivr
narrowband
intelligent network
ivr operation
broadband
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PCT/CN2014/076882
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English (en)
French (fr)
Inventor
孔伟
王显光
李刚
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中兴通讯股份有限公司
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Publication of WO2014183576A1 publication Critical patent/WO2014183576A1/zh

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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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0029—Provisions for intelligent networking
    • H04Q3/0045—Provisions for intelligent networking involving hybrid, i.e. a mixture of public and private, or multi-vendor systems

Definitions

  • the present invention relates to the field of communications, and in particular, to a method and system for implementing an IVR operation in a narrowband intelligent service.
  • a so-called narrowband network is compared with a broadband network.
  • a communication network with a rate lower than 2 Mb/s is collectively referred to as a narrowband network, such as a public switched telephone network (Public Switch Telphone Network for short). ;), Global System for Mobile Communications (GSM) Code Division Multiple Access (CDMA); wireless local calls, commonly known as “Personal Handy-phone System” (referred to as “Personal Handy-phone System” For PHS) and other networks.
  • GSM Global System for Mobile Communications
  • CDMA Code Division Multiple Access
  • PHS Personal Handy-phone System
  • IVR Interactive Voice Response
  • the IVR applications currently established on the narrowband intelligent network are all intelligent resource peripherals (Intelligent Peripheral, IP for short) for voice resource management, voice playback, recording with dual tone multi-frequency signals (Dual Tone Multi Frequency, referred to as DTMF) operation, etc., due to various factors such as the protocol, it has the following problems:
  • an embodiment of the present invention provides a method for implementing an IVR operation in a narrowband intelligent service, including: when a narrowband intelligent network performs a narrowband intelligent service, if the narrowband intelligent service involves an IVR operation, a corresponding IVR operation is performed.
  • the broadband intelligent network performs an IVR operation according to the IVR operation request.
  • the IVR operation request includes a called number, and the narrowband intelligent network converts the IVR operation request to a broadband intelligent network, where: the narrowband intelligent network sends the IVR operation request The called number is converted into a corresponding broadband intelligent network access code; and the converted IVR operation request is routed to the broadband intelligent network according to the broadband intelligent network access code.
  • the IVR operation request further includes IVR scenario information and/or narrowband intelligent service session address information.
  • the broadband intelligent network performs the IVR operation according to the IVR operation request, including: the broadband intelligent network analyzing the broadband intelligent network access code to determine that an IVR operation is required, and according to the The IVR operation requests to acquire IVR operation information; the broadband intelligent network performs a corresponding IVR operation according to the IVR operation information.
  • the IVR operation information includes: narrowband intelligent service session address information, and/or at least one of language information, voice address information, and playback control information acquired according to the IVR scenario information.
  • the IVR operation includes at least one of a recording operation, a playback operation, and a dual audio multi-frequency operation.
  • the embodiment of the present invention further provides a system for implementing IVR operation in a narrowband intelligent service, including a narrowband intelligent network and a broadband intelligent network; and the narrowband intelligent network is used when performing narrowband intelligent services, if The narrowband intelligent service involves an IVR operation request, and the IVR operation request is converted to the broadband intelligent network; the broadband intelligent network is configured to perform an IVR operation according to the IVR operation request.
  • the system further includes a gateway connected between the narrowband intelligent network and the broadband intelligent network;
  • the narrowband intelligent network includes a service controller and a service switch; and the broadband intelligent network
  • the softswitch is configured to perform the processing of the narrowband intelligent service logic function, and when the IVR operation request is obtained in the process, the called number in the IVR operation request is converted into a corresponding broadband intelligent network access code. And sending, to the service switch, the service switch, according to the broadband intelligent network access code, routing the IVR operation request to the softswitch by using the gateway.
  • the broadband intelligent network further includes an application server and a media server; and the softswitch analyzes the broadband intelligent network access code in the IVR operation request to determine that an IVR operation is required,
  • the application server sends an IVR operation request; the application server acquires IVR operation information according to the IVR operation request, and sends the IVR operation information to the media server; and the media server performs a corresponding IVR operation according to the IVR operation information.
  • the IVR operation request further includes IVR scenario information and/or narrowband intelligent service session address information; the IVR operation information includes: narrowband intelligent service session address information, and/or according to the At least one of language information, voice address information, and playback control information acquired by the IVR scene information.
  • the method and system for implementing the IVR operation in the narrowband intelligent service provided by the embodiment of the present invention, when the narrowband intelligent network performs the narrowband intelligent service, if the narrowband intelligent service involves the IVR operation, the corresponding The IVR operation request is converted to the broadband intelligent network, and the broadband intelligent network is used to perform IVR operations according to the IVR operation request (such as voice playing, recording, DTMF operation, etc.), and the intelligent peripheral is no longer used for IVR operation; the broadband intelligent network itself supports Protocols such as SIP and MGCP, and their advantages such as bandwidth and response speed, enable the use of broadband intelligent networks for IVR operations, which can carry more services simultaneously and online. It is more convenient and flexible for different service control, and can be more instant.
  • FIG. 1 is a schematic diagram of a structure of a narrowband intelligent network
  • FIG. 2 is a schematic flowchart of a method for implementing an IVR operation in a narrowband intelligent service according to Embodiment 1 of the present invention
  • FIG. 3 is a schematic diagram of a narrowband intelligent service according to Embodiment 1 of the present invention
  • FIG. 4 is a schematic diagram of a structure for implementing an IVR operating system in a narrowband intelligent service according to Embodiment 1 of the present invention
  • FIG. 5 is a schematic flowchart of implementing an IVR operation method in a narrowband intelligent service according to Embodiment 3 of the present invention.
  • BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, the present invention will be further described in detail by way of specific embodiments with reference to the accompanying drawings.
  • Embodiment 1 With the rapid development of telecommunication technology, broadband networks and their broadband intelligent networks are widely deployed in various operator systems. Similarly, a large number of value-added services related to IVR are deployed based on broadband intelligent networks. IVR applications built on broadband intelligent networks usually use IVR operations (Media Server, MS for short), including voice resource management, voice playback, recording, and DTMF operations.
  • IVR operations Media Server, MS for short
  • MS is more widely used in intelligent services due to the convenience, timeliness and richness of IVR operations brought by its supported protocols (including SIP and MGCP) and the advantages of broadband network technology.
  • the narrowband intelligent network when the IVR operation is involved in the implementation of the narrowband intelligent service, the call of the service is connected to the broadband intelligent network, and the corresponding IVR operation is performed by using the broadband intelligent network, thereby being capable of carrying More services are online at the same time. It is more convenient and flexible for different business controls. It can respond to users' various customization requirements for IVR voice more instantly, and subsequent voice updates are more flexible and convenient, which can reduce subsequent follow-up.
  • the method includes the following steps: Step 201: When performing a narrowband intelligent service, the narrowband intelligent network determines whether the narrowband intelligent service involves an IVR operation; if yes, go to step 202; otherwise, go to step 204; 202: The narrowband intelligent network converts the corresponding IVR operation request to the broadband intelligent network; Step 203: The broadband intelligent network performs the IVR operation according to the IVR operation request. Step 204: Normally perform narrowband intelligent services. In this embodiment, the IVR operation request includes the called number.
  • the narrowband intelligent network converts the IVR operation request to the broadband intelligent network, including: converting the called number in the IVR operation request into a corresponding broadband intelligent network. And accessing the code, and routing the IVR operation request to the broadband intelligent network according to the broadband intelligent network access code.
  • the IVR operation request in this embodiment may further include IVR scenario information and/or narrowband intelligent service session address information according to a specific service.
  • the broadband intelligent network can obtain the above information included in the request, and then perform the subsequent IVR operation according to the obtained information, as follows: The broadband intelligent network analyzes the broadband intelligent network in the IVR operation request.
  • the IVR operation information is obtained according to the IVR operation request, and the obtained IVR operation information may include narrowband intelligent service session address information and/or language information acquired according to the IVR scenario information according to the specific service. At least one of voice address information and playback control information; after obtaining the IVR operation information, the broadband intelligent network performs corresponding IVR operations according to the acquired IVR operation information, recording operation, playback operation, and dual audio multi-frequency operation. At least one of them. It can be seen that, in the embodiment, when the IVR operation is involved in the narrowband intelligent service performed in the narrowband intelligent network, the call of the service is connected to the broadband intelligent network, and the corresponding IVR operation is performed by using the broadband intelligent network, thereby improving the narrowband intelligent network. Shared utilization of resources between the broadband and intelligent networks; reducing costs while improving system service quality and user experience satisfaction.
  • the system for implementing IVR operation in a narrowband intelligent service in this embodiment includes a narrowband intelligent network and a broadband intelligent network; and a narrowband intelligent network and a broadband intelligent network may be connected through a gateway; wherein: narrowband intelligence The network is used to perform the narrowband intelligent service, and if the narrowband intelligent service is involved in the IVR operation request, the IVR operation request is converted to the broadband intelligent network; and the broadband intelligent network is configured to perform the corresponding IVR operation according to the IVR operation request.
  • the narrowband intelligent network in this embodiment includes a service controller and a service switch.
  • the broadband intelligent network includes a softswitch, an application server, and a media server, where: a service controller (Service Control Point, SCP for short) For performing call control processing, including performing narrowband intelligent service logic function processing, and obtaining an IVR operation request during processing, indicating that the service involves an IVR operation, and converting the called number in the IVR operation request into a corresponding
  • SCP Service Control Point
  • the broadband intelligent network access code is sent to the service switch;
  • the service switch (Servcie Switch Point) provides access to the narrowband intelligent network function set, and triggers the corresponding narrowband service according to the subscription information or the called number of the user;
  • the broadband intelligent network access code used in the IVR operation request is routed to the softswitch by the gateway.
  • the gateway in this embodiment may be a signaling/trunking gateway (Signal/Trunk Gateway, hereinafter referred to as SG/TG), and is mainly used to implement signaling conversion between a narrowband intelligent network and a broadband intelligent network, and a media link. Management, etc.
  • SG/TG Signaling/trunking gateway
  • Softswitch acts as an SSP role in the broadband network, provides access to the broadband intelligent network function set, triggers broadband services according to the user's subscription information or called number segment; after receiving the IVR operation request
  • the broadband intelligent network access code in the request is analyzed (specifically, the prefix of the broadband intelligent network access code can be analyzed) to determine whether an IVR operation is required, and when it is determined that an IVR operation is required, an IVR operation request is sent to the application server, and the trigger is triggered.
  • the IVR operation service is used to obtain the IVR operation information according to the IVR operation request, and the obtained IVR operation information includes: narrowband intelligent service session address information, and/or obtained according to the IVR scenario information.
  • Server Media Server, referred to as MS
  • the media server feeds back the IVR operation result to the application server, and the application server may further feed the IVR operation result to the narrowband intelligent network according to the previously received IVR operation request, so that the narrowband intelligent network is based on the IVR operation result.
  • the functions of the foregoing devices may be implemented by corresponding software function modules.
  • the hardware modules may be implemented by corresponding hardware modules, and the details are not described herein again.
  • the media server in the broadband intelligent network is specifically used for the IVR operation; of course, other devices in the broadband intelligent network that can implement the IVR operation may be implemented.
  • the present embodiment can implement the IVR operation modification of the narrowband intelligent network service by using the media server in the broadband intelligent network, and can easily transform the original narrowband service IVR operation, improve the service quality of the service, and better meet the requirements. client needs.
  • it can reduce the investment of IP voice resources for operators, improve the utilization rate of existing MS equipment, and improve investment income.
  • it can also make all kinds of business users have the same IVR experience, improve user satisfaction, improve system service quality, and accelerate business development and improve research and development efficiency.
  • the present invention further clarifies the present invention in combination with a specific system and a business process flow.
  • the method includes the following steps: Step 500: Start; Step 501: The user dials a narrowband service access code or a narrowband called user subscription service; Step 502: The service switch of the narrowband intelligent network triggers the corresponding narrowband service; Step 503: The service controller of the narrowband intelligent network performs the service logic function processing and processes the IVR operation. Step 504: The service controller of the narrowband intelligent network obtains the IVR operation request, where the request includes the called number and the IVR scenario information (for example, the IVR scene identifier).
  • Step 505 The service controller of the narrowband intelligent network converts the called number in the IVR operation request into a broadband intelligent network access code; the converted IVR operation request includes: a broadband intelligent network access code +IVR scenario identifier + narrowband service session ID; then send the IVR operation request to the service switch of the narrowband intelligent network;
  • Step 506 The service switch of the narrowband intelligent network makes a call according to the broadband intelligent network access code prefix in the IVR operation request Route processing, the call is routed to the gateway, and the IVR operation request is also routed to the signaling backup gateway;
  • Step 508 The softswitch is based on the broadband intelligent network access code.
  • Step 509 The application server obtains the IVR scenario identifier and the narrowband service session ID, and obtains IVR operation information (eg, language, voice ID, playback control parameter, etc.) according to the IVR scenario identifier.
  • IVR operation information eg, language, voice ID, playback control parameter, etc.
  • Step 510 The application server instructs the media server to perform the corresponding IVR operation according to the obtained information (playing, recording, DTMF, etc.); Step 511: The media server ends the IVR operation; Step 512: The application server feeds back the IVR operation result fed back by the media server to Step 513: Release the broadband service call; Step 514: The narrowband service of the service controller of the narrowband intelligent network continues the subsequent processing of the IVR operation; Step 515: The narrowband service flow processing of the service controller of the narrowband intelligent network; Step 516: Narrowband The service controller of the intelligent network determines that there is an IVR operation?
  • Step 517 If there is an IVR Work, go to step 517; otherwise, go to step 518; Step 517: Go to step 504; Step 518: determine the end narrowband service? If the business ends, go to step 519; otherwise, go to 515; Step 519: End the call.
  • the narrowband intelligent network performs the narrowband intelligent service, if the narrowband intelligent service involves the IVR operation, the corresponding IVR operation request is converted to the broadband intelligent network, and the broadband intelligent network is used according to the IVR operation request.
  • IVR operations (such as voice playback, recording, DTMF operations, etc.), no longer use intelligent peripherals for IVR operations; broadband intelligent network itself supports protocols such as SIP and MGCP, and its bandwidth and response speed, etc., make use of broadband intelligent network
  • IVR When IVR is used, it can carry more services and be online at the same time. It is more convenient and flexible for different service control. It can respond to users' various customization requirements for IVR voice more instantly, and the subsequent voice updates are more flexible.
  • broadband intelligent network to achieve IVR operation in narrow-band intelligent services, can improve the resource utilization of broadband intelligent network, reduce intelligent peripheral voice resources
  • the input of the source at the same time, it can also make the experience of the IVR operation of all kinds of business users basically the same, which can improve the service quality of the system and the satisfaction of the user service experience.
  • the technical solution provided by the embodiments of the present invention can be applied to the communication field, and the broadband intelligent network is used to implement the IVR operation in the narrowband intelligent service, which can improve the resource utilization rate of the broadband intelligent network and reduce the input of the intelligent peripheral voice resource; It can also make the experience of IVR operations of all kinds of business users basically the same, which can improve the service quality of the system and the satisfaction of the user service experience.

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  • Computer Networks & Wireless Communication (AREA)
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Abstract

本发明公开了一种在窄带智能业务中实现IVR操作的方法和***，当窄带智能网在执行窄带智能业务时，若该窄带智能业务涉及IVR操作，将对应的IVR操作请求转换至宽带智能网，利用宽带智能网根据所述IVR操作请求进行IVR操作（例如语音播放，录音、DTMF操作等），不再利用智能外设进行IVR操作；宽带智能网本身支持SIP和MGCP等协议，且其带宽及响应速度等优势，使得利用宽带智能网进行IVR操作时，能承载更多的业务同时在线，针对不同的业务控制也更为方便和灵活，能更为即时的响应用户对IVR语音的各种定制化需求，且后续的语音更新更为灵活方便，降低后续的维护成本。

Description

在窄带智能业务中实现 IVR操作的方法和*** 技术领域 本发明涉及通信领域， 具体涉及一种在窄带智能业务中实现 IVR操作的方法和系 统。 背景技术 在电信网络中， 所谓窄带网络是相对于宽带网络而言的， 一般来说， 对于速率低 于 2Mb/s的通信网络统称窄带网络，如公共交换电话网 (Public Switch Telphone Network 简称为 PSTN；)、 全球移动通讯*** （Global System for Mobile Communications, 简称为 GSM) 码分多址 (Code Division Multiple Access, 简称为 CDMA；)、 无线市话,俗称 "小 灵通"（Personal Handy-phone System, 简称为 PHS)等网络。 随着通信技术的发展， 运 营商除向终端用户提供普通的语音服务之外，需要开展各种各样丰富多彩的增值业务， 以便更好满足用户需求， 因此智能网应用而生。 建立在窄带网络基础之上的智能网统 称为窄带智能网。 到目前为止， 各个电信运营商都在自己的网络上部署了大量的增值 业务，这些增值业务基本都与交互式语音应答*** （Interactive Voice Response, 简称为 IVR)相关。 例如 我们拨打银行***提供的自助语音服务、 航空公司提供的自助式航 班信息查询等无不体现着 IVR的应用场景。 但是目前建立在窄带智能网上的 IVR应用， 如图 1 所示， 都是通过智能外设 (Intelligent Peripheral, 简称为 IP)来进行语音资源管理、 语音播放、 录音以双音多频 信号（Dual Tone Multi Frequency, 简称为 DTMF)操作等， 由于协议等各因素的限制， 其存在以下问题：
1 ) 语音更新不灵活， 导致后期维护成本增加；
2) 不能即时响应用户对 IVR语音的定制化需求；
3 ) 较大的受容量限制， 不能承载更多的业务同时在线；
4) 针对不同的业务控制不灵活。 发明内容 本发明实施例要解决的主要技术问题是， 提供一种在窄带智能业务中实现 IVR操 作的方法和***， 解决现有窄带智能网进行 IVR操作时， 存在受容量限制大、 控制不 灵活、 维护成本高、 不能很好满足用户多样化定制需求的问题。 为解决上述技术问题， 本发明实施例提供一种在窄带智能业务中实现 IVR操作的 方法， 包括： 窄带智能网在执行窄带智能业务时，若该窄带智能业务涉及 IVR操作,将对应的 IVR操作请求转换至宽带智能网； 所述宽带智能网根据所述 IVR操作请求进行 IVR操作。 在本发明的一种实施例中， 所述 IVR操作请求包括被叫号码， 所述窄带智能网将 所述 IVR操作请求转换至宽带智能网包括： 所述窄带智能网将所述 IVR操作请求中的被叫号码转换为对应的宽带智能网接入 码;并根据所述宽带智能网接入码将该转换后的 IVR操作请求路由至所述宽带智能网。 在本发明的一种实施例中， 所述 IVR操作请求还包括 IVR场景信息和 \或窄带智 能业务对话地址信息。 在本发明的一种实施例中，所述宽带智能网根据所述 IVR操作请求进行 IVR操作 包括： 所述宽带智能网分析所述宽带智能网接入码确定需要进行 IVR操作， 并根据所述 IVR操作请求获取 IVR操作信息； 所述宽带智能网根据所述 IVR操作信息进行相应的 IVR操作。 在本发明的一种实施例中，所述 IVR操作信息包括：窄带智能业务对话地址信息， 和 /或根据所述 IVR场景信息获取的语种信息、语音地址信息、放音控制信息中的至少 一种。 在本发明的一种实施例中， 所述 IVR操作包括录音操作、 放音操作、 双音频多频 操作中的至少一种。 为了解决上述问题， 本发明实施例还提供了一种在窄带智能业务中实现 IVR操作 的***， 包括窄带智能网和宽带智能网； 所述窄带智能网用于在执行窄带智能业务时,若该窄带智能业务涉及 IVR操作请 求,将该 IVR操作请求转换至所述宽带智能网； 所述宽带智能网用于根据所述 IVR操作请求进行 IVR操作。 在本发明的一种实施例中， 所述***还包括连接于所述窄带智能网和宽带智能网 之间的网关； 所述窄带智能网包括业务控制器和业务交换器； 所述宽带智能网包括软 交换； 所述业务控制器用于进行窄带智能业务逻辑功能处理， 并在处理过程中获取到 IVR操作请求时，将该 IVR操作请求中的被叫号码转换为对应的宽带智能网接入码后， 发送给所述业务交换器； 所述业务交换器根据所述宽带智能网接入码， 通过所述网关将所述 IVR操作请求 路由至所述软交换。 在本发明的一种实施例中， 所述宽带智能网还包括应用服务器和媒体服务器； 所述软交换分析所述 IVR操作请求中的所述宽带智能网接入码确定需要进行 IVR 操作， 向所述应用服务器发送 IVR操作请求； 所述应用服务器根据所述 IVR操作请求获取 IVR操作信息，并发送给所述媒体服 务器； 所述媒体服务器根据所述 IVR操作信息进行相应的 IVR操作。 在本发明的一种实施例中， 所述 IVR操作请求还包括 IVR场景信息和 \或窄带智 能业务对话地址信息； 所述 IVR操作信息包括： 窄带智能业务对话地址信息， 和 /或根 据所述 IVR场景信息获取的语种信息、 语音地址信息、 放音控制信息中的至少一种。 本发明实施例的有益效果是： 本发明实施例提供的在窄带智能业务中实现 IVR操作的方法和***， 当窄带智能 网在执行窄带智能业务时,若该窄带智能业务涉及 IVR操作,将对应的 IVR操作请求转 换至宽带智能网， 利用宽带智能网根据所述 IVR操作请求进行 IVR操作（例如语音播 放， 录音、 DTMF操作等）， 不再利用智能外设进行 IVR操作； 宽带智能网本身支持 SIP和 MGCP等协议， 且其带宽及响应速度等优势， 使得利用宽带智能网进行 IVR操 作时， 能承载更多的业务同时在线， 针对不同的业务控制也更为方便和灵活， 能更为 即时的响应用户对 IVR语音的各种定制化需求， 且后续的语音更新更为灵活方便， 降 低后续的维护成本； 另外， 利用宽带智能网在窄带智能业务中实现 IVR操作， 可提高宽带智能网的资 源利用率， 降低智能外设语音资源的投入； 同时， 也可使各类业务用户对 IVR操作的 体验基本一致， 可提高***的服务质量和用户业务体验的满意度。 附图说明 图 1为一种窄带智能网结构示意图； 图 2为本发明实施例一中在窄带智能业务中实现 IVR操作方法的流程示意图； 图 3 为本发明实施例一中在窄带智能业务中实现 IVR操作***的结构的示意图
图 4 为本发明实施例一中在窄带智能业务中实现 IVR操作***的结构的示意图
图 5为本发明实施例三中在窄带智能业务中实现 IVR操作方法的流程示意图。 具体实施方式 下面通过具体实施方式结合附图对本发明作进一步详细说明。 实施例一： 随着电信技术的迅猛发展， 目前宽带网络及其宽带智能网在各个运营商***中普 及部署。 同样， 基于宽带智能网也部署了大量与 IVR相关的增值业务。 建立在宽带智 能网上的 IVR应用，通常通过媒体服务器 （Media Server, 简称为 MS)来进行 IVR操作， 包括语音资源管理， 语音播放， 录音以及 DTMF 操作等。 MS 因其支持的协议 (包括 SIP协议和 MGCP协议)以及宽带网络技术本身优越性所带来的 IVR操作上的方便性、 及时性以及功能丰富性， 在智能业务中获得到越来越广泛应用。 本实施例中， 在窄带智能网中， 当执行的窄带智能业务中涉及 IVR操作时， 将该 业务的呼叫接续到宽带智能网中， 利用宽带智能网执行相应的 IVR操作， 进而能承载 更多的业务同时在线， 针对不同的业务控制也更为方便和灵活， 能更为即时的响应用 户对 IVR语音的各种定制化需求， 且后续的语音更新更为灵活方便， 可降低后续的维 护成本； 同时能提高宽带智能网的资源利用率、 以及提高***的服务质量和用户业务 体验的满意度。 请参见图 2所示， 其包括以下步骤： 步骤 201 : 窄带智能网在执行窄带智能业务时，判断该窄带智能业务是否涉及 IVR 操作； 如是， 转至步骤 202; 否则， 转至步骤 204; 步骤 202: 窄带智能网将对应的 IVR操作请求转换至宽带智能网； 步骤 203 : 宽带智能网根据该 IVR操作请求进行 IVR操作。 步骤 204: 正常执行窄带智能业务。 本实施例中， IVR操作请求包括被叫号码，上述步骤 202中，窄带智能网将该 IVR 操作请求转换至宽带智能网包括： 将该 IVR操作请求中的被叫号码转换为对应的宽带 智能网接入码， 并根据该宽带智能网接入码将该 IVR操作请求路由至该宽带智能网。 当然， 本实施例中的 IVR操作请求根据具体的业务， 还可包括 IVR场景信息和 \或窄 带智能业务对话地址信息。 宽带智能网接收到 IVR请求后， 即可从该请求中获取到其 包括的上述信息， 进而根据获取的信息进行后续 IVR操作的执行， 具体如下： 宽带智能网分析 IVR操作请求中宽带智能网接入码， 确定需要进行 IVR操作后， 根据该 IVR操作请求获取 IVR操作信息， 获取的 IVR操作信息根据具体的业务， 可 以包括窄带智能业务对话地址信息，和 /或根据 IVR场景信息获取的语种信息、语音地 址信息、 放音控制信息中的至少一种； 获取到 IVR操作信息后， 宽带智能网则根据获 取的 IVR操作信息进行相应的 IVR操作， 录音操作、放音操作、双音频多频操作中的 至少一种。 可见， 本实施例中， 在窄带智能网中执行的窄带智能业务中涉及 IVR操作时， 将 该业务的呼叫接续到宽带智能网中， 利用宽带智能网执行相应的 IVR操作， 可提高窄 带智能网和宽带智能网二者之间资源的共享利用率； 降低成本， 同时还能提高***的 服务质量和用户体验的满意度。
实施例二： 为了更好地理解本发明， 下面结合具体的***对本发明做进一步的说明。 请参见图 3所示， 本实施例中的在窄带智能业务中实现 IVR操作的***， 包括窄 带智能网和宽带智能网； 窄带智能网和宽带智能网之间可通过网关连接； 其中： 窄带智能网用于在执行窄带智能业务时,若判断该窄带智能业务涉及 IVR操作请 求,将该 IVR操作请求转换至宽带智能网； 宽带智能网则用于根据该 IVR操作请求进行对应的 IVR操作。 请参见图 4所示， 本实施例中的窄带智能网包括业务控制器和业务交换器； 宽带 智能网包括软交换、 应用服务器和媒体服务器， 其中： 业务控制器 （Service Control Point, 简称为 SCP)， 用于实现呼叫控制处理， 包括 进行窄带智能业务逻辑功能处理， 并在处理过程中获取到 IVR操作请求时， 表明该业 务涉及 IVR操作，将该 IVR操作请求中的被叫号码转换为对应的宽带智能网接入码后， 发送给业务交换器； 业务交换器 (Servcie Switch Point), 提供接入窄带智能网功能集， 根据用户的签约 信息或被叫号码等触发相应的窄带业务； 以及用于该 IVR操作请求中的宽带智能网接 入码， 通过网关将该 IVR操作请求路由至该软交换。 本实施例中的网关可为信令 /中继网关 （Signal/Trunk Gateway,简称为 SG/TG)等， 主要用于实现窄带智能网和宽带智能网之间信令的转换以及媒体链路的管理等。 软交换 （Software Switch, 简称为 SS): 在宽带网络中充当 SSP角色， 提供接入宽 带智能网功能集， 根据用户的签约信息或被叫号码段触发宽带业务； 其在接收到 IVR 操作请求后， 分析该请求中的宽带智能网接入码 （具体可分析宽带智能网接入码的前 缀）进而确定是否需要进行 IVR操作， 当确定需要进行 IVR操作时， 向应用服务器发 送 IVR操作请求， 触发 IVR操作业务； 应用服务器 （Application Server, 简称为 AS)， 用于根据 IVR操作请求获取 IVR 操作信息， 获取的 IVR操作信息包括： 窄带智能业务对话地址信息， 和 /或根据该 IVR 场景信息获取的语种信息、 语音地址信息、 放音控制信息等中的至少一种； 以及用于 将获取的 IVR操作信息发送给媒体服务器， 与媒体服务器进行相应信令的交互， 指示 媒体服务器完成 IVR操作； 媒体服务器 （Media Server,简称为 MS),用于接收应用服务器发起的业务请求以及 发送的 IVR操作信息， 并根据 IVR操作信息进行相应的 IVR操作， 例如进行录音操 作、 放音操作、 双音频多频操等。 本实施例中， 媒体服务器还将 IVR操作结果反馈给应用服务器， 应用服务器还可 根据之前接收的 IVR操作请求， 将该 IVR操作结果反馈给窄带智能网， 以供窄带智能 网基于该 IVR操作结果进行后续操作。 本实施例中， 上述各器件的各功能可通过对应的软件功能模块实现， 当然在硬件 可实现的条件下， 也可通过对应的硬件模块实现， 本实施例在此不再赘述。 本实施例具体利用宽带智能网中的媒体服务器进行 IVR操作； 当然也可采用宽带 智能网中可实现 IVR操作的其他器件实现。 根据上述分析可知， 本实施例借助宽带智 能网中的媒体服务器来实现对窄带智能网业务 IVR操作改造， 一方面能可方便对原有 窄带业务 IVR操作进行改造， 提升业务服务质量， 更好满足客户需求。 另一方面， 可 为运营商减少 IP语音资源投入， 提高现有 MS设备利用率， 提高投资收益。 同时， 还 可使各类业务用户对 IVR体验一致， 提高用户满意度， 同时提升***服务质量， 也还 可以加快业务开发， 提升研发效率。
实施例三 为了更好的理解本发明， 本实施例进一步结合具体的***和业务处理流程对本发 明做进一步说明。 请参见图 5所示， 包括： 步骤 500:开始； 步骤 501 : 用户拨打窄带业务接入码或窄带被叫用户签约业务； 步骤 502: 窄带智能网的业务交换器触发相应窄带业务； 步骤 503: 窄带智能网的业务控制器进行业务逻辑功能处理， 处理到 IVR操作； 步骤 504: 窄带智能网的业务控制器获取 IVR操作请求， 该请求中包括被叫号码、 IVR场景信息 （例如 IVR场景标识）、 窄带业务对话地址信息； 步骤 505: 窄带智能网的业务控制器将该 IVR操作请求中的被叫号码转换为宽带 智能网接入码； 转换后的 IVR操作请求包括： 宽带智能网接入码 +IVR场景标识 +窄带 业务对话 ID; 然后将 IVR操作请求发送至窄带智能网的业务交换器； 步骤 506: 窄带智能网的业务交换器根据 IVR操作请求中的宽带智能网接入码前 缀进行呼叫路由处理，呼叫路由到网关，也即将该 IVR操作请求路由到信令冲继网关； 步骤 507: 信令 /中继网关根据宽带智能网接入码前缀进行呼叫路由处理， 呼叫路 由到软交换， 即将该 IVR操作请求路由到软交换； 步骤 508: 软交换根据宽带智能网接入码前缀进行号码分析， 触发应用服务器； 步骤 509: 应用服务器获取 IVR场景标识和窄带业务对话 ID， 并根据 IVR场景标 识获取 IVR操作信息 (例如 语种， 语音 ID、 放音控制参数等)； 步骤 510:应用服务器根据获取的信息指示媒体服务器进行对应的 IVR操作 (放音、 录音、 DTMF等;)； 步骤 511 : 媒体服务器对 IVR操作结束； 步骤 512: 应用服务器将媒体服务器反馈的 IVR操作结果反馈至 IVR操作请求业 务； 步骤 513 : 释放宽带业务呼叫； 步骤 514: 窄带智能网的业务控制器窄带业务继续 IVR操作后续处理； 步骤 515: 窄带智能网的业务控制器窄带业务流程处理； 步骤 516: 窄带智能网的业务控制器判断存在 IVR操作?如存在 IVR操作， 转至 步骤 517;否则转至步骤 518; 步骤 517: 转至步骤 504; 步骤 518: 判断窄带业务结束？ 如业务结束转至步骤 519; 否则转 515; 步骤 519: 结束呼叫。 可见， 本发明实施例中， 当窄带智能网在执行窄带智能业务时,若该窄带智能业务 涉及 IVR操作,将对应的 IVR操作请求转换至宽带智能网，利用宽带智能网根据该 IVR 操作请求进行 IVR操作 （例如语音播放， 录音、 DTMF操作等）， 不再利用智能外设 进行 IVR操作； 宽带智能网本身支持 SIP和 MGCP等协议，且其带宽及响应速度等优 势， 使得利用宽带智能网进行 IVR操作时， 能承载更多的业务同时在线， 针对不同的 业务控制也更为方便和灵活， 能更为即时的响应用户对 IVR语音的各种定制化需求， 且后续的语音更新更为灵活方便， 降低后续的维护成本； 另外， 利用宽带智能网在窄 带智能业务中实现 IVR操作， 可提高宽带智能网的资源利用率， 降低智能外设语音资 源的投入； 同时， 也可使各类业务用户对 IVR操作的体验基本一致， 可提高***的服 务质量和用户业务体验的满意度。 以上内容是结合具体的实施方式对本发明所作的进一步详细说明， 不能认定本发 明的具体实施只局限于这些说明。 对于本发明所属技术领域的普通技术人员来说， 在 不脱离本发明构思的前提下， 还可以做出若干简单推演或替换， 都应当视为属于本发 明的保护范围。 工业实用性 本发明实施例提供的技术方案可以应用于通信领域， 利用宽带智能网在窄带智能 业务中实现 IVR操作， 可提高宽带智能网的资源利用率， 降低智能外设语音资源的投 入； 同时， 也可使各类业务用户对 IVR操作的体验基本一致， 可提高***的服务质量 和用户业务体验的满意度。

Claims

权 利 要 求 书
1. 一种在窄带智能业务中实现 IVR操作的方法， 包括：
窄带智能网在执行窄带智能业务时， 若该窄带智能业务涉及 IVR操作， 将 对应的 IVR操作请求转换至宽带智能网；
所述宽带智能网根据所述 IVR操作请求进行 IVR操作。
2. 如权利要求 1所述的在窄带智能业务中实现 IVR操作的方法， 其中， 所述 IVR 操作请求包括被叫号码， 所述窄带智能网将所述 IVR操作请求转换至宽带智能 网包括：
所述窄带智能网将所述 IVR操作请求中的被叫号码转换为对应的宽带智能 网接入码； 并根据所述宽带智能网接入码将该转换后的 IVR操作请求路由至所 述宽带智能网。
3. 如权利要求 2所述的在窄带智能业务中实现 IVR操作的方法， 其中， 所述 IVR 操作请求还包括 IVR场景信息和 \或窄带智能业务对话地址信息。
4. 如权利要求 3所述的在窄带智能业务中实现 IVR操作的方法， 其中， 所述宽带 智能网根据所述 IVR操作请求进行 IVR操作包括：
所述宽带智能网分析所述宽带智能网接入码确定需要进行 IVR操作， 并根 据所述 IVR操作请求获取 IVR操作信息；
所述宽带智能网根据所述 IVR操作信息进行相应的 IVR操作。
5. 如权利要求 4所述的在窄带智能业务中实现 IVR操作的方法， 其中， 所述 IVR 操作信息包括：窄带智能业务对话地址信息，和 /或根据所述 IVR场景信息获取 的语种信息、 语音地址信息、 放音控制信息中的至少一种。
6. 如权利要求 1-5任一项所述的在窄带智能业务中实现 IVR操作的方法， 其中， 所述 IVR操作包括录音操作、 放音操作、 双音频多频操作中的至少一种。
7. 一种在窄带智能业务中实现 IVR操作的***， 包括窄带智能网和宽带智能网； 所述窄带智能网用于在执行窄带智能业务时,若该窄带智能业务涉及 IVR 操作请求，将该 IVR操作请求转换至所述宽带智能网；
所述宽带智能网用于根据所述 IVR操作请求进行 IVR操作。 如权利要求 7所述的在窄带智能业务中实现 IVR操作的***， 其中， 所述*** 还包括连接于所述窄带智能网和宽带智能网之间的网关； 所述窄带智能网包括 业务控制器和业务交换器； 所述宽带智能网包括软交换；
所述业务控制器用于进行窄带智能业务逻辑功能处理， 并在处理过程中获 取到 IVR操作请求时，将该 IVR操作请求中的被叫号码转换为对应的宽带智能 网接入码后， 发送给所述业务交换器；
所述业务交换器根据所述宽带智能网接入码，通过所述网关将所述 IVR操 作请求路由至所述软交换。 如权利要求 8所述的在窄带智能业务中实现 IVR操作的***， 其中， 所述宽带 智能网还包括应用服务器和媒体服务器；
所述软交换分析所述 IVR操作请求中的所述宽带智能网接入码确定需要进 行 IVR操作， 向所述应用服务器发送 IVR操作请求；
所述应用服务器根据所述 IVR操作请求获取 IVR操作信息，并发送给所述 媒体服务器；
所述媒体服务器根据所述 IVR操作信息进行相应的 IVR操作。 如权利要求 9所述的在窄带智能业务中实现 IVR操作的***， 其中， 所述 IVR 操作请求还包括 IVR场景信息和 \或窄带智能业务对话地址信息； 所述 IVR操 作信息包括：窄带智能业务对话地址信息，和 /或根据所述 IVR.场景信息获取的 语种信息、 语音地址信息、 放音控制信息中的至少一种。
PCT/CN2014/076882 2013-08-07 2014-05-06 在窄带智能业务中实现ivr操作的方法和*** WO2014183576A1 (zh)

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