CN100505793C - Automatic answerback system for client telephone record - Google Patents
Automatic answerback system for client telephone record Download PDFInfo
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- CN100505793C CN100505793C CNB031489664A CN03148966A CN100505793C CN 100505793 C CN100505793 C CN 100505793C CN B031489664 A CNB031489664 A CN B031489664A CN 03148966 A CN03148966 A CN 03148966A CN 100505793 C CN100505793 C CN 100505793C
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- end client
- client
- phone
- switch
- sound shelves
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Abstract
The invention relates to an automatic playback system for client telephone record, which includes a post client databank, a switcher, several terminal processing devices, a recording device, and a host computer. When the exchanger receives the telephone of front end client, the host computer designates the telephone to a terminal processing device according to the duty allocating table, in order provide manual voice service to the front end client, and drives the recording device to synthesize the telephone record a voice file, and generates a voice file index codes, the host computer searches the post client databank to find out the addressing communication address, when transmits a playback message containing the voice file index code to the post client.
Description
Technical field
The present invention relates to the technical field of customer phone recording, refer to a kind of repaying system that can carry out the customer phone recording automatically especially.
Background technology
Along with the improvement of standard of living, people more and more pay attention to the after-sale service of tangible products or invisible service, and therefore many companies exempt to pay the complaint phone to serve its client, so that the client can be lodged a complaint for the discontented of product at its product or service setting.
A kind of existing client appeals system as shown in Figure 1, and it comprises a switch 110, a recording device 120, a service end controller 130, a visitor and tells database 140 and several terminal processors 150 that is used by minder person.When using mobile phone or regular phone to dial one, a plaintiff (front end client) exempts from pay phone when appealing, this phone is via public's switched message network (PublicSwitch Telephone Network, PSTN) be forwarded to this switch 110, this switch 110 produces a message with notification service side controller 130, service end controller 130 distributes the terminal processor 150 that is forwarded to minder person use according to a minder person the log form of turning out for work will appeal phone, should appeal phone and this terminal processor 150 and recording device 120 simultaneously and set up an actual link (physical link), when machine personnel on duty answer the complaint telephone service, the work that 120 responsible voice of this recording device are recorded.If the visitor that can directly solve on telephone wire tells problem, minder person will directly answer on line; If the visitor that can not directly solve on line tells problem, transcribe the voice information paper of having recorded after a while again and continue follow-up tracking service and improve operation to hand to by complaint unit (back-end client).
Yet, the existing visitor of this kind tells system when minder person appeals service, the basic document that often needs to inquire plaintiff (front end client) is used for the voice information paper recorded corresponding to this to set up a label file, and this can waste many times and increase the not anti-of plaintiff (front end client) and dislike.After minder person builds up a label file with plaintiff's (front end client) basic document, often can't link with the voice information paper of recording in this recording device 120 effectively immediately, need afterwards manually this label file and this voice information paper are linked; Simultaneously, over time, send by post again to this by the unit of complaint (back-end client) after also needing manually all to be accessed and to transcribe by the relevant label file of complaint unit (back-end client) and voice information paper one, not only increase the time that the complaint phone is handled, also be difficult to fast and effeciently notify by complaint unit (back-end client) plaintiff (front end client) is served.Therefore, existing customer's design of appealing system still has many disappearances and gives improved necessity.
Summary of the invention
The objective of the invention is to overcome the deficiencies in the prior art and defective, a kind of customer phone recording automatic reporting system is provided, it can fast and effeciently notify the back-end client so that the front end client is served, to promote the quality of service.
For reaching above-mentioned purpose, the present invention proposes a kind of customer phone recording automatic reporting system, comprising: back-end client's database, store several back-end clients' basic document, and each back-end client's basic document includes the addressing repayment address of a correspondence; One switch is connected to an external public switched message network, and can exchange several telephone numbers of processing, and each telephone number corresponds respectively to an above-mentioned wherein back-end client; Several terminal processes devices; One recording device; One data/address bus is electrically connected to this back-end client's database, this switch, described terminal processes device respectively, reaches this recording device; One front end customer database is connected to this data/address bus, and stores several front ends client's basic document and contact telephone number thereof, and this switch more can capture the caller ID that this front end client dials in; One host apparatus is electrically connected to this data/address bus, and includes a dispatch table on duty, and it is meant the board inventory on duty of described terminal processes device; One integrated service device is electrically connected to this data/address bus, so that the information integrated of this switch and this host apparatus to be provided; And an interface server, be electrically connected to this data/address bus, so that the communication interface of this switch and this integrated service device to be provided; Wherein, when this switch receives a front end client and dials the phone of above-mentioned wherein back-end client's telephone number, this host apparatus is compared this front end client's caller ID and the described contact telephone number in this front end customer database, to find out basic document corresponding to the front end client of this caller ID, this host apparatus is assigned to an above-mentioned wherein terminal processes device so that this front end client is carried out the artificial speech service according to this dispatch table on duty with the basic document with this phone and this front end client, and drive this recording device this front end client's phone is recorded into sound shelves, and produce the sound shelves index code of a correspondence, this interface server produces an association according to sound shelves index code with these sound shelves and this front end customer data, this recording device stores these sound shelves and this front end customer data and relevant association according to this sound shelves index code, this host apparatus is also searched this back-end client's database finding out the addressing repayment address corresponding to the back-end client of this telephone number, and a visitor who includes this sound shelves index code is told recording repayment message sends this corresponding back-end client to.
Modern design of the present invention can provide on the industry and utilize, and truly has the enhancement effect.
Description of drawings
Fig. 1 tells the system architecture diagram of recording device for existing visitor;
Fig. 2 is the Organization Chart of customer phone recording automatic reporting system of the present invention;
Fig. 3 is the record flow chart of automatic method for returning of customer phone of the present invention;
The schematic diagram of terminal processes device screen when Fig. 4 handles for visitor of the present invention tells;
Fig. 5～Fig. 9 is its form schematic diagram when sending a news in brief according to the present invention.
Symbol description among the figure
110 switches, 120 recording devices
130 service end controllers, 140 visitors tell database
150 terminal processors
210 switches, 220 databases
230 terminal processes devices, 240 host apparatus
250 recording devices, 260 interactive voice response devices
270 integrated service devices, 280 interface servers
290 back-end client's databases
241 dispatch table 242 password tables on duty
Embodiment
For further understanding structure of the present invention, feature and purpose thereof, with preferred embodiment be described with reference to the accompanying drawings as after, it is example that this embodiment appeals the phone automatic reporting system with the client of a motor corporation, but the present invention also can be applicable to the telephone service system of client's credit card of telephone service system that the client of telephone service system that the client of securities broker company places an order, insurance company is in danger or credit card company.
Relevant customer phone recording automatic reporting system of the present invention and method, please be earlier with reference to system architecture diagram shown in Figure 2, it includes a switch 210, a front end customer database 220, back-end client's database 290, several terminal processes devices 230, a host apparatus 240, a recording device 250, interactive voice response device system 260, one integrated service device 270, an interface server 280 and a data/address bus 3.Wherein, data/address bus 3 is electrically connected to this back-end client's database 290, this switch 210, described terminal processes device 230, this recording device 250 and this host apparatus 240 respectively.
The phone that this switch 210 receives from public's switched message network (PSTN), 220 of this front end customer databases store several front ends client basic document, this back-end client's database 290 stores several back-end client's basic documents and addressing repayment address thereof, and these several terminal processes devices 230 can be appealed phone to the front end client and be handled.
This recording device 250 is recorded in order to the complaint phone to this front end client, and store into sound shelves, it stores broadcasts language piece of several back-end clients this interactive voice response device 260, when complaint phone inlet wire, provide one to play the language piece according to this back-end client's index value, this integrated service device 270 provides the information integrated of this switch 210 and this host apparatus 240, and this interface server 280 provides the communication interface of this switch 210 with this integrated service device 270.
Fig. 3 carries out the flow chart that automatic visitor tells the method for recording with aforementioned system, at first, when this switch 210 judge receive one from public's switched message network dial in phone the time (step S301), this switch 210 judge this phone whether a plaintiff (front end client) utilize a mobile phone or phone (terminal equipment) to dial the complaint telephone number (step S302) of the Yue Loong motor corporation (back-end client) on it, if, then execution in step S303 is to capture this mobile phone or phone (terminal equipment) number with the index value as this plaintiff (front end client), and according to this Yue Loong motor corporation (back-end client) that dials complaint telephone number, think the index value of this Yue Loong motor corporation (back-end client), otherwise execution in step S311.
Aforementioned switch 210 has a distribution board, can receive several phones simultaneously from public's switched message network, it can receive 1000 phones from public's switched message network (PSTN) simultaneously the switch of for example existing Nortel 61C M1, this switch 210 1000 everys on it number can give advance planning, for example: it can provide 0800-000000 to 0800-000999 totally 1000 everys number, wherein, 0800-000000 to 0800-00089 is Yue Loong motor corporation (back-end client A) complaint telephone number, 0800-000090 to 0800-00099 be the attendant of Yue Loong motor corporation (back-end client A) dialled when listening to the sound shelves listen to telephone number, 0800-000100 to 0800-00189 is B company (back-end client B) complaint telephone number, 0800-000190 to 0800-00199 be the attendant of B company (back-end client B) dialled when listening to the sound shelves listen to telephone number.
When the 0800-000000 client who uses a number to dial Yue Loong motor corporation (back-end client A) as 0900-123456 mobile phone (terminal equipment) as the user (front end client) of a Yue Loong motor corporation product appeals phone, this switch 210 according to previous setting as can be known this client to appeal phone 0800-000000 be client's complaint at Yue Loong motor corporation (back-end client A), meeting generation one is relevant to the label of the ID_A of Yue Loong motor corporation (back-end client A), and in step S303, capture this mobile phone (terminal equipment) number 0900-123456 with as this front end client index value.
In step S304, this host apparatus 240 is according to this front end client index value, in this front end customer database 220, find out front end customer data corresponding to this index value, this front end customer data can be client's name, phone, sex, age, the address, and use product related data etc., this host apparatus 240 is with this label ID_A, the broadcast language piece of the client of Yue Loong motor corporation (back-end client A) complaint when taking out phone inlet wires by this interactive voice response device 260, the broadcast language piece of the client of this Yue Loong motor corporation (back-end client A) complaint plays on this complaint client's the mobile phone or phone by this switch 210, this complaint this moment client can hear that this Yue Loong motor corporation (back-end client A) plays the language piece automatically when the client appeals by mobile phone or phone, for example " Yue Loong motor corporation says hello to you, below is ... ".
This integrated service device 270 provides the information integrated of this switch 210 and this main frame 240, and this interface server 280 provides the communication interface of this switch 210 with this integrated service device 270, and its function is same as this host apparatus 240.In step S305, this host apparatus 240 is according to a dispatch table 241 on duty (figure does not show) of this terminal processes device 230, this front end customer data and this visitor are told phone be assigned to a terminal processes device 230, and this front end customer data is shown on this terminal processes device 230 as Fig. 4 form, please note that each hurdle in Fig. 4 form this moment all inserted this front end client's basic document, the visitor tells attendant (operator) and needn't inquire one by one again and fill in, can avoid causing dislike, also insert the case number (9876) of this complaint simultaneously among the field A1.In step S306, connect phone and told when service when the visitor tells attendant one to carry out the visitor, this host apparatus 240 notifies this recording device 250 to record so that this visitor is told phone, this recording device 250 result that will record is saved as sound shelves, and be used as the sound shelves index code (index) of these sound shelves with the case number (9876) among the field A1, for example these sound shelves are stored into ID_A_9876.MP3, wherein ID_A represents the label ID_A of Yue Loong motor corporation (back-end client A), and 9876 is the numbering of this plea.
The visitor tells the attendant and carries out the visitor and tell when service, is keying in the general idea that this front end client appeals on this terminal processes device 230 simultaneously in field A2 (Comments) in, and this general idea can be stored among another text file ID_A_9876.TXT.In step S307, this interface server 280 according to this sound shelves index code (as the case of field A1 among Fig. 4 numbering 9876) with these sound shelves, the text file (ID_A_9876.TXT) of general idea and this front end customer data produce a connection (link), so that with these sound shelves corresponding to this front end customer data and this careless text file, so utilize this sound shelves index code (as the case numbering 9876 of field A1 among Fig. 4) can retrieve this sound shelves, text file and this front end customer data of general idea, in step S308, this recording device 250 stores this sound shelves according to this sound shelves index code (as the case numbering 9876 of field A1 among Fig. 4), the text file of general idea and relevant connection (link) are for the follow-up Yue Loong motor corporation that is appealed (back-end client A) or these sound shelves of system program access.
In step S309, this host apparatus 240 is repaid address according to the addressing of the Yue Loong motor corporation (back-end client A) that this back-end client's database 290 stores, send a message to the relevant Yue Loong motor corporation (back-end client A) that is appealed, this message can be Email (E-mail) or news in brief (short message), as be Email, its form is similar to Fig. 4, as be news in brief, its form can be simplified as Fig. 5 to shown in Figure 9, wherein, this addressing touch information can be the telephone number that can transmit news in brief (short message), or can transmit the e-mail address of Email (E-mail).
This message can contain the sound shelves index code (as the numbering 9876 among the numbering 9876 of the case among Fig. 4 or Fig. 5) of these sound shelves of access, so, this Yue Loong motor corporation that is appealed (back-end client A) can know the message of this complaint in real time, and know the message of this complaint after need not to wait for a period of time just now as prior art, and add time of long process, please note the present invention and transmit the message of this this complaint owing to increase use news in brief (short message), when even the contact staff of Yue Loong motor corporation (back-end client A) goes out to carry out customer service, still can learn the message of this complaint via this news in brief (shortmessage).
In step S310, this interface server 280 produces the record file of the related sound shelves of the Yue Loong motor corporation (back-end client A) that is appealed, and the related sound shelves of the Yue Loong motor corporation that will be appealed (back-end client A), the text file of general idea, this front end customer data and the timing of this record file (E-mail) via e-mail are sent to the Yue Loong motor corporation (back-end client A) that is appealed, or the related sound shelves of the Yue Loong motor corporation that will be appealed (back-end client A), the text file of general idea, this front end customer data and this record file duplication to a tape or a CD are sent the Yue Loong motor corporation (back-end client A) that is appealed again by post.
After the related service personnel of the Yue Loong motor corporation (back-end client A) that is appealed receive the message of this Email (E-mail) or news in brief (short message), this attendant can dial one listen to the sound shelves listen to phone (0800-000090 to 0800-00099), in step S311, when this switch 210 judges that this phone from public's switched message network is when listening to phone (0800-000090 to 0800-00099), execution in step S312 then, to carry out a verification step by host apparatus 240, whether thereby checking has authority to listen to this recording device 250 stored relevant sound shelves of being appealed Yue Loong motor corporation (back-end client A), attendant by complaint Yue Loong motor corporation (back-end client A) need key in one group of user's code and password, these switch 210 acquisition these user's code and passwords, the previous password table 242 that stores of 240 foundations of host apparatus, compare this group user's code and password, to check the sound shelves of whether being had the right to listen to this recording device 250 stored relevant these back-end clients by the attendant of complaint Yue Loong motor corporation (back-end client A), this password table 242 stores several passwords respectively to should the back-end client, if there is authority to listen to, execution in step S313 then.
In step S313, this interactive voice response device 260 can be play the broadcast language piece that sound shelves index code is listened in a prompting input one, these switch 210 these index values of acquisition (as the numbering 9876 among the numbering 9876 of the field A1 case among Fig. 4 or Fig. 5), transmit this sound shelves index code to this recording device 250 for host apparatus 240, and notify this recording device 250 to be appealed by this and search relevant sound shelves in the recording material of Yue Loong motor corporation (back-end client A) according to this sound shelves index code, in step S314, this recording device 250 is played in the sound shelves of being found out among the step S313 via this switch.
From the above, by complaint Yue Loong motor corporation (back-end client A) if the attendant receive the message of this Email (E-mail) or news in brief (short message), even out of doors or can't receive the place of Email (E-mail), still can know the sound shelves of this complaint via the phone of public's switched message network, thereby in real time this client's complaint is handled, not only can avoid prior art need increase the time of processing, also apace the plaintiff is served simultaneously, to promote the quality of service.
In sum, no matter the present invention all shows it totally different in the feature of prior art with regard to purpose, means and effect, in fact is one to have the invention of practical value.Only it should be noted that above-mentioned many embodiment only give an example for convenience of explanation, the interest field that the present invention advocated should be as the criterion so that the scope of claims is described certainly, but not only limits to the foregoing description.
Claims (6)
1. a customer phone recording automatic reporting system is characterized in that, comprising:
One back-end client's database stores several back-end clients' basic document, and each back-end client's basic document includes the addressing repayment address of a correspondence;
One switch is connected to an external public switched message network, and can exchange several telephone numbers of processing, and each telephone number corresponds respectively to an above-mentioned wherein back-end client;
Several terminal processes devices;
One recording device;
One data/address bus is electrically connected to this back-end client's database, this switch, described terminal processes device respectively, reaches this recording device;
One front end customer database is connected to this data/address bus, and stores several front ends client's basic document and contact telephone number thereof, and this switch more can capture the caller ID that this front end client dials in;
One host apparatus is electrically connected to this data/address bus, and includes a dispatch table on duty, and it is meant the board inventory on duty of described terminal processes device;
One integrated service device is electrically connected to this data/address bus, so that the information integrated of this switch and this host apparatus to be provided; And
One interface server is electrically connected to this data/address bus, so that the communication interface of this switch and this integrated service device to be provided;
Wherein, when this switch receives a front end client and dials the phone of above-mentioned wherein back-end client's telephone number, this host apparatus is compared this front end client's caller ID and the described contact telephone number in this front end customer database, to find out basic document corresponding to the front end client of this caller ID, this host apparatus is assigned to an above-mentioned wherein terminal processes device so that this front end client is carried out the artificial speech service according to this dispatch table on duty with the basic document with this phone and this front end client, and drive this recording device this front end client's phone is recorded into sound shelves, and produce the sound shelves index code of a correspondence, this interface server produces an association according to sound shelves index code with these sound shelves and this front end customer data, this recording device stores these sound shelves and this front end customer data and relevant association according to this sound shelves index code, this host apparatus is also searched this back-end client's database finding out the addressing repayment address corresponding to the back-end client of this telephone number, and a visitor who includes this sound shelves index code is told recording repayment message sends this corresponding back-end client to.
2. the system as claimed in claim 1 is characterized in that, the addressing repayment address of this back-end client's database is meant a telephone number.
3. system as claimed in claim 2 is characterized in that, this recording repayment message is meant a news in brief, and this telephone number is meant the telephone number of the telephone device that receives this news in brief.
4. the system as claimed in claim 1 is characterized in that, this visitor tells recording repayment message and is meant an Email, and the addressing of this back-end client's database repayment address is meant an e-mail address.
5. the system as claimed in claim 1 is characterized in that, more includes an interactive voice response device, is connected to this data/address bus, and stores several broadcast language pieces, and each is play language piece and corresponds respectively to an above-mentioned wherein back-end client;
Wherein, when this switch received this front end client and dials the phone inlet wire of this telephone number, this interactive voice response device was play the pairing back-end client's of this telephone number broadcast language piece earlier.
6. the system as claimed in claim 1 is characterized in that, this host apparatus more comprises a password table, and it stores several passwords and corresponds respectively to described back-end client;
Wherein, when this switch receive one from the back-end client dial in listen to phone the time, this is listened to phone and includes user's code, an input password, reaches a sound shelves index code, this host apparatus is compared user's code and input password and this password table, listen to phone and whether have authority to listen in this recording device sound shelves to verify this corresponding to this back-end client, this host apparatus notifies this recording device to find out the sound shelves corresponding with this sound shelves index code, and plays this corresponding sound shelves by this recording device via this switch.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB031489664A CN100505793C (en) | 2003-06-30 | 2003-06-30 | Automatic answerback system for client telephone record |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB031489664A CN100505793C (en) | 2003-06-30 | 2003-06-30 | Automatic answerback system for client telephone record |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN1567934A CN1567934A (en) | 2005-01-19 |
| CN100505793C true CN100505793C (en) | 2009-06-24 |
Family
ID=34472438
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CNB031489664A Expired - Fee Related CN100505793C (en) | 2003-06-30 | 2003-06-30 | Automatic answerback system for client telephone record |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN100505793C (en) |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101365011A (en) * | 2007-08-07 | 2009-02-11 | 友讯科技股份有限公司 | System and method for storing and reading telephone voice answering and recording through internet storage |
| CN106503182A (en) * | 2011-08-15 | 2017-03-15 | 联想(北京)有限公司 | Recording method, recording equipment and electronic equipment |
| CN105070312A (en) * | 2015-07-28 | 2015-11-18 | 苏州宏展信息科技有限公司 | Recording pen based on electronic lock mechanism |
-
2003
- 2003-06-30 CN CNB031489664A patent/CN100505793C/en not_active Expired - Fee Related
Also Published As
| Publication number | Publication date |
|---|---|
| CN1567934A (en) | 2005-01-19 |
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Granted publication date: 20090624 Termination date: 20180630 |