CN103428380A - Device, system and method for establishing conversation - Google Patents
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Abstract
The invention discloses a device, system and method for establishing conversation. The device comprises a first receiving module and a first sending module. The first receiving module is used for receiving a calling request of an original call center; the first sending module is used for sending a call signaling to the device, for establishing the conversation, of a target call center according to the calling request, wherein the calling signaling carries information of the original call center and associated data of the calling. Through the device for establishing the conversation, the calling request called into the original call center is connected to the target call center, so that the user problem which the original call center can not solve is solved smoothly by the target call center, and precise services are provided for a user.
Description
Technical field
The present invention relates to the communications field, in particular to a kind of conversation apparatus for establishing, system and method.
Background technology
(Call Center) is called again Customer Service Center in call center, a kind of based on the computer communication integrated technology, the multiple function that takes full advantage of communication network and computer network is integrated, and with the integrated information service system that enterprise is connected as a single entity, be one group and attend a banquet or the business agent of company concentrates and carries out the calling processing, sends the special system contacted with the user of calling out.Call center can provide the multiple business such as phone, fax, Email to the user, be mainly used to process the user to enterprise's requirement, complaint, suggestion and consulting etc., as 10000 in telecommunications industry, and 95555 in financial circles etc.
A large amount of development along with call center, the situation of working in a plurality of call centers simultaneously occurred, and often call center may be that cross-region is disposed, both communications must be through excessive net, how to complete the Communication between a plurality of call centers, also become a difficult problem.May pass through the equipments of the core network such as soft switch (Soft Switch, referred to as SS) between two call centers, the transmission of information becomes thorny.
In correlation technique, also there is no the solution of between cross-platform a plurality of call centers, carrying out communication.
Summary of the invention
The invention provides a kind of conversation apparatus for establishing, system and method, at least to solve in correlation technique, also there is no to carry out between cross-platform a plurality of call centers the problem of the solution of communication.
According to an aspect of the present invention, provide a kind of conversation apparatus for establishing, having comprised: the first receiver module, for receiving the call request from former call center; The first sending module, for according to call request, to the conversation apparatus for establishing at target call center, sending call signaling, wherein, call signaling carry the information of former call center and this calling with circuit-switched data.
Preferably, said apparatus also comprises: Knockdown block, and for according to call request, assembling call signaling, by being carried in call signaling with circuit-switched data of the information of former call center and this calling.
Preferably, said apparatus also comprises: the second receiver module, for receiving the call signaling from the conversation apparatus for establishing of former call center; Parsing module, for resolving the call signaling of reception; Acquisition module, for the information of the former call center that obtains call signaling and with circuit-switched data; The second sending module, for the information of the former call center by obtaining and send to the target call center with circuit-switched data.
Preferably, Yu Yuan call center in target call center is that cross-region is disposed.
According to a further aspect in the invention, provide a kind of conversation to set up system, comprised former call center, conversation apparatus for establishing and target call center, wherein, the conversation apparatus for establishing is above-mentioned any device.
Preferably, former call center comprises: determination module, for the demand according to call request and user, determine the target call center in one or more call centers.
According to a further aspect in the invention, provide a kind of conversation method for building up, having comprised: receive the call request from former call center; Send call signaling according to call request to the conversation apparatus for establishing at target call center, wherein, call signaling carry the information of former call center and this calling with circuit-switched data, Yu Yuan call center, target call center is that cross-region is disposed; Speech channel is connected according to call signaling in the target call center.
Preferably, after the call request received from former call center, said method also comprises: former call center, according to call request and user's demand, determines the target call center in one or more call centers.
Preferably, before according to call request, to the conversation apparatus for establishing at target call center, sending call signaling, said method also comprises: according to call request assembling call signaling, by being carried in call signaling with circuit-switched data of the information of former call center and this calling.
Preferably, speech channel is connected at the target call center according to call signaling before, said method also comprises: the conversation apparatus for establishing at target call center is resolved the call signaling received, and obtains the information of former call center and with circuit-switched data; The conversation apparatus for establishing at target call center is by the information of the former call center that obtains and send to the target call center with circuit-switched data; The target call center is connected speech channel according to call signaling and comprised: the target call center is according to the information of the former call center received and with circuit-switched data, the user is queued to and attends a banquet, and connects speech channel.
Preferably, call signaling is the Invite call signaling.
Preferably, Yu Yuan call center in target call center is that cross-region is disposed.
The call request of the former call center of incoming call can be linked into to the target call center by above-mentioned conversation apparatus for establishing, thereby the indeterminable customer problem in former call center can successfully be solved by the target call center, for the user provides service accurately.
The accompanying drawing explanation
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms the application's a part, and schematic description and description of the present invention the present invention does not form inappropriate limitation of the present invention for explaining.In the accompanying drawings:
Fig. 1 is the structured flowchart according to the conversation apparatus for establishing of the embodiment of the present invention;
Fig. 2 converses the structured flowchart one of apparatus for establishing according to the preferred embodiment of the invention;
Fig. 3 converses the structured flowchart two of apparatus for establishing according to the preferred embodiment of the invention;
Fig. 4 is the structural representation of apparatus for establishing and call center of conversing according to the preferred embodiment of the invention;
Fig. 5 sets up the structured flowchart of system according to the conversation of the embodiment of the present invention;
Fig. 6 converses the structured flowchart of the system of setting up according to the preferred embodiment of the invention;
Fig. 7 is the flow chart according to the conversation method for building up of the embodiment of the present invention;
Fig. 8 converses the structural representation of the system of setting up according to the preferred embodiment of the invention.
Embodiment
It should be noted that, in the situation that do not conflict, embodiment and the feature in embodiment in the application can combine mutually.Describe below with reference to the accompanying drawings and in conjunction with the embodiments the present invention in detail.
In correlation technique, between cross-platform a plurality of call centers, carrying out communication, also there is no relevant solution.Based on this, the embodiment of the present invention provides a kind of conversation apparatus for establishing, utilizes this conversation apparatus for establishing can realize the communication between cross-platform call center.Fig. 1 is the structured flowchart according to the conversation apparatus for establishing of the embodiment of the present invention, as shown in Figure 1, comprises the first receiver module 11 and the first sending module 12.Below its structure is described in detail.
The first receiver module 11, for receiving the call request from former call center; The first sending module 12, be connected to the first receiver module 11, send call signaling for the call request that receives according to the first receiver module 11 to the conversation apparatus for establishing at target call center, wherein, call signaling carry the information of former call center and this calling with circuit-switched data.
Above-mentioned conversation apparatus for establishing is superimposed upon in existing call center, can be by the call request of the former call center of incoming call by this conversation apparatus for establishing, be linked into the target call center, thereby the indeterminable customer problem in former call center, can successfully by the target call center, be solved, for the user provides service accurately.
As shown in Figure 2, said apparatus also comprises: Knockdown block 13, be connected to the first receiver module 11, for the call request assembling call signaling received according to the first receiver module 11, by being carried in call signaling with circuit-switched data of the information of former call center and this calling.
The conversation apparatus for establishing is superimposed upon in each call center, when the call center of conversation under apparatus for establishing as former call center, utilizes with upper module and completes receipt of call request, assembling call signaling, sends the function of call signaling.
When the call center of conversation under apparatus for establishing during as the target call center, in order to complete the communication between cross-platform call center, also need to complete the receipt of call signaling with lower module, and the information after this call signaling is resolved sends to the function at target call center.As shown in Figure 3, said apparatus also comprises: the second receiver module 14 is connected to the first sending module 12, the call signaling for reception from the first sending module 12 of the conversation apparatus for establishing of former call center; Parsing module 15, be connected to the second receiver module 14, the call signaling received for resolving the second receiver module 14; Acquisition module 16, be connected to parsing module 15, for the call signaling of resolving from parsing module 15, obtains the information of former call center and with circuit-switched data; The second sending module 17, be connected to acquisition module 16, for the information of former call center that acquisition module 16 is obtained and send to the target call center with circuit-switched data.Therefore, the target call center just can be according to the speech channel with information connecting subscribers participatings such as circuit-switched data received, for the user provides service.
Preferably, Yu Yuan call center in target call center is that cross-region is disposed.
In the another one preferred embodiment, above-mentioned conversation apparatus for establishing also can be called cross-platform call control system (Cross Platform Call Control System, referred to as CPCCS), it can be by realizing with lower module: Request Control module (Request Control Module, referred to as RCM), message processing module (Message Process Module, referred to as MPM) and message resolution module (MessageAccess Module, referred to as MAM).
Wherein, RCM(has realized the function of above-mentioned the first receiver module 11), for receiving user's call request, and request MPM completes the assembling of call signaling; MPM(has realized the function of above-mentioned Knockdown block 13 and the first sending module 12), for the information of former call center and this are called out need to rely on append to call signaling with circuit-switched data, as private data, and this call signaling is sent to the CPCCS at target call center; MAM(has realized the function of above-mentioned the second receiver module 14, parsing module 15, acquisition module 16 and the second sending module 17), for when the affiliated call center of CPCCS during as the target call center, receive the call signaling of the CPCCS transmission of former call center, resolve this call signaling and obtain private data, this private data is sent to the target call center, to set up conversation.The structural representation of CPCCS and call center as shown in Figure 4, user's incoming call center, the CPCCS of call center can pass in the CPCCS of another call center by intelligent network by the information of this call center and with circuit-switched data etc., thereby completes corresponding service.
The embodiment of the present invention also provides a kind of conversation to set up system, and as shown in Figure 5, this system comprises former call center 52, conversation apparatus for establishing 54 and target call center 56, and wherein, conversation apparatus for establishing 54 is above-mentioned any conversation apparatus for establishing.In fact, this system should comprise two conversation apparatus for establishing, one is the conversation apparatus for establishing of former call center, one is the conversation apparatus for establishing at target call center, communication is carried out by these two conversation apparatus for establishing in former call center and target call center, only illustrate in figure, only show a conversation apparatus for establishing.
In a preferred implementation of the embodiment of the present invention, as shown in Figure 6, former call center 52 comprises: determination module 522, for the demand according to call request and user, determine the target call center in one or more call centers.In this preferred implementation, determination module 522 can be described as according to user's request and completes the technical ability selection, and selection can solve the target call center of customer problem, thus, can be more exactly for the user provides service, the inconvenience that avoiding repeatedly transfers brings to the user.
Set up system based on above-mentioned conversation, the embodiment of the present invention also provides a kind of conversation method for building up, and Fig. 7 is the flow chart according to the conversation method for building up of the embodiment of the present invention, as shown in Figure 7, comprises that following step S702 is to step S706.
Step S702, receive the call request from former call center.
Step S704, send call signaling according to call request to the conversation apparatus for establishing at target call center, wherein, call signaling carry the information of former call center and this calling with circuit-switched data.
Step S706, speech channel is connected according to call signaling in the target call center.
In above-described embodiment, communication is carried out by conversation apparatus for establishing separately in former call center and target call center, carry in call signaling and connect the required data of speech channel, by two conversation apparatus for establishing, the target call center can obtain these data, and arrange to attend a banquet the connection speech channel, be user's service.
In addition, can in call center, increase a kind of technical ability, when this call center, during as former call center, can determine the call center that can solve customer problem according to user's request, using it as the target call center, rather than arbitrarily the user is forwarded to other call centers.So, after step S702, said method also comprises: former call center, according to user's call request and user's demand, determines the target call center in one or more call centers.
Preferably, before according to call request, to the conversation apparatus for establishing at target call center, sending call signaling, said method also comprises: according to call request assembling call signaling, by being carried in call signaling with circuit-switched data of the information of former call center and this calling.
Before speech channel is connected according to call signaling in the target call center, the conversation apparatus for establishing at target call center receives call signaling, resolve this call signaling, and will connect the required data of speech channel and send to the target call center, concrete operations are as follows: the conversation apparatus for establishing at target call center is resolved the call signaling received, and obtains the information of former call center and with circuit-switched data; The conversation apparatus for establishing at target call center is by the information of the former call center that obtains and send to the target call center with circuit-switched data; The target call center is connected speech channel according to call signaling and comprised: the target call center is according to the information of the former call center received and with circuit-switched data, the user is queued to and attends a banquet, and connects speech channel.
Preferably, above-mentioned call signaling is the Invite call signaling.
Preferably, Yu Yuan call center in target call center is that cross-region is disposed.
From the above, the embodiment of the present invention has increased the conversation apparatus for establishing in existing call center system, and call center system has been realized to the function that technical ability is selected by automatic service, so-called technical ability selects to refer to that call center can be according to user's information (for example, the COS of the needs that the user selects according to voice suggestion) determine which call center can solve this user's problem, thereby by the conversation apparatus for establishing, this user's information etc. is sent to corresponding call center, arrangement is attended a banquet and is connected this user's conversation, thereby completed the communication of the call center of cross-region.
Below in conjunction with preferred embodiment, be elaborated.Referring to Fig. 8, in this preferred embodiment, call center 1 is former call center, and call center 2 is the target call center.User's incoming call center 1, but call center 1 can't solve this user's problem, by CPCCS, forwards this user to call center 2 places.It should be noted that, do not draw the CPCCS of call center's 2 sides in Fig. 2.
On a call center system, characteristic according to other call center, increase a kind of technical ability (cross-platform service technical ability), configure corresponding data, according to user's menu setecting (for example, the type of the needs service that the user selects according to voice suggestion) and user's type etc., determine that different call center systems is for its service.
Concrete call flow is as follows:
User's incoming call is to call center 1, and call center 1 is selected according to technical ability, determines that self can't solve user's problem, need to be processed by another call center, and obtain offering the call center 2 of user's service, call request is issued to CPCCS.
RCM in CPCCS receives call request, according to the information of request, has asked the assembling of Invite call signaling to MPM; MPM by the information of call center 1 and this call out need to rely on circuit-switched data, append in the body body of Invite, as private data.Then, by this Invite signaling, be dealt into large net.Large net, according to the called number in the Invite signaling (being the access code of call center 2), by the route of core net, is delivered to the Invite signaling in the CPCCS of call center 2.
MAM in the CPCCS of call center 2, after receiving this Invite message, parse body body content, obtain private data, just the additional various information in call center 1 have been obtained, so that call center 2 queues to the user accordingly and attends a banquet, and connection and this user's conversation, corresponding service completed.
Owing in communication process, can carrying various data, convenient for the target call center provides information accurately, in order to provide service accurately for the user better.
It should be noted that, in the step shown in the flow chart of accompanying drawing, can in the computer system such as one group of computer executable instructions, carry out, and, although there is shown logical order in flow process, but in some cases, can carry out step shown or that describe with the order be different from herein.
In sum, according to the abovementioned embodiments of the present invention, a kind of conversation apparatus for establishing, system and method are provided.In the situation that do not affect original calling system call function and flow process, in call center, conversation apparatus for establishing of stack, solved the Communication between cross-platform a plurality of call center, improves service satisfaction.
Obviously, those skilled in the art should be understood that, above-mentioned each module of the present invention or each step can realize with general calculation element, they can concentrate on single calculation element, perhaps be distributed on the network that a plurality of calculation elements form, alternatively, they can be realized with the executable program code of calculation element, thereby, they can be stored in storage device and be carried out by calculation element, perhaps they are made into respectively to each integrated circuit modules, perhaps a plurality of modules in them or step being made into to the single integrated circuit module realizes.Like this, the present invention is not restricted to any specific hardware and software combination.
The foregoing is only the preferred embodiments of the present invention, be not limited to the present invention, for a person skilled in the art, the present invention can have various modifications and variations.Within the spirit and principles in the present invention all, any modification of doing, be equal to replacement, improvement etc., within all should being included in protection scope of the present invention.
Claims (12)
- One kind the conversation apparatus for establishing, it is characterized in that comprising:The first receiver module, for receiving the call request from former call center;The first sending module, for according to described call request, to the conversation apparatus for establishing at target call center, sending call signaling, wherein, described call signaling carry the information of described former call center and this calling with circuit-switched data.
- 2. device according to claim 1, is characterized in that, described device also comprises:Knockdown block, for according to described call request, assembling described call signaling, by being carried in described call signaling with circuit-switched data of the information of described former call center and described this calling.
- 3. device according to claim 1, is characterized in that, described device also comprises:The second receiver module, for receiving the described call signaling from the conversation apparatus for establishing of described former call center;Parsing module, for resolving the described call signaling of reception;Acquisition module, for the information of the described former call center that obtains described call signaling and described with circuit-switched data;The second sending module, for the information of the described former call center by obtaining and describedly with circuit-switched data, send to described target call center.
- 4. device according to claim 1, is characterized in that, described target call center and described former call center are that cross-region is disposed.
- 5. system is set up in a conversation, it is characterized in that, comprises former call center, conversation apparatus for establishing and target call center, and wherein, described conversation apparatus for establishing is the described device of any one in claim 1 to 4.
- 6. system according to claim 5, is characterized in that, described former call center comprises: determination module, for the call request according to the user and described user's demand, determine described target call center in one or more call centers.
- One kind the conversation method for building up, it is characterized in that comprising:Receive the call request from former call center;Send call signaling according to described call request to the conversation apparatus for establishing at target call center, wherein, described call signaling carry the information of described former call center and this calling with circuit-switched data;Speech channel is connected according to described call signaling in described target call center.
- 8. method according to claim 7, is characterized in that, after the call request received from former call center, also comprises:Described former call center, according to described call request and user's demand, determines described target call center in one or more call centers.
- 9. method according to claim 7, is characterized in that, before according to described call request, to the conversation apparatus for establishing at target call center, sending call signaling, also comprises:Assemble described call signaling according to described call request, by being carried in described call signaling with circuit-switched data of the information of described former call center and described this calling.
- 10. method according to claim 7, is characterized in that, before speech channel is connected according to described call signaling in described target call center, also comprises:The conversation apparatus for establishing at described target call center is resolved the described call signaling received, and obtains the information of described former call center and described with circuit-switched data;The conversation apparatus for establishing at described target call center is by the information of the described former call center that obtains and describedly with circuit-switched data, send to described target call center;Described target call center is connected speech channel according to described call signaling and is comprised:Described target call center is according to the information of the described former call center received and describedly with circuit-switched data, the user is queued to and attends a banquet, and connects speech channel.
- 11. according to the described method of any one in claim 7 to 10, it is characterized in that, described call signaling is the Invite call signaling.
- 12. according to the described method of any one in claim 7 to 10, it is characterized in that, described target call center and described former call center are that cross-region is disposed.
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| CN2012101583501A CN103428380A (en) | 2012-05-21 | 2012-05-21 | Device, system and method for establishing conversation |
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| CN2012101583501A CN103428380A (en) | 2012-05-21 | 2012-05-21 | Device, system and method for establishing conversation |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107277282A (en) * | 2017-06-29 | 2017-10-20 | 深圳市集时通讯股份有限公司 | Traffic shunt method and system between a kind of distributed call center system |
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| US20090175437A1 (en) * | 2008-01-08 | 2009-07-09 | Aspect Software, Inc. | Call transfer between differing equipment |
| CN101742004A (en) * | 2009-12-23 | 2010-06-16 | 中兴通讯股份有限公司 | Call transfer method and device in multi-call central system |
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2012
- 2012-05-21 CN CN2012101583501A patent/CN103428380A/en active Pending
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| US20070206769A1 (en) * | 2006-02-22 | 2007-09-06 | Accenture Global Services, Gmbh | User-defined priority call router |
| US20090175437A1 (en) * | 2008-01-08 | 2009-07-09 | Aspect Software, Inc. | Call transfer between differing equipment |
| CN101742004A (en) * | 2009-12-23 | 2010-06-16 | 中兴通讯股份有限公司 | Call transfer method and device in multi-call central system |
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| CN107277282A (en) * | 2017-06-29 | 2017-10-20 | 深圳市集时通讯股份有限公司 | Traffic shunt method and system between a kind of distributed call center system |
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Application publication date: 20131204 |