CN100515124C - Method for implementing telephone operator helping in intelligent network - Google Patents
Method for implementing telephone operator helping in intelligent network Download PDFInfo
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- CN100515124C CN100515124C CNB2004100041262A CN200410004126A CN100515124C CN 100515124 C CN100515124 C CN 100515124C CN B2004100041262 A CNB2004100041262 A CN B2004100041262A CN 200410004126 A CN200410004126 A CN 200410004126A CN 100515124 C CN100515124 C CN 100515124C
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Abstract
The method includes following steps: users call specific service number to trigger corresponding service management flow in intelligent network; the said service management flow includes at least a selection for help to provide phone number for users to dial and telephonist; determining users' selection, if the selection is telephonist, the call is transferred to customer service or specific telephonist; otherwise, service flow corresponding to other selection is carried out.
Description
Technical field
The present invention relates to intelligent network technology, particularly in intelligent network, realize the method that the operator helps.
Background technology
At present intelligent network technology is flourish, and ordinary consumer can be carried out alternately according to the prompting (comprising voice and image) and the phone of phone, thus finish call, supplement with money, operation such as paying.
Although intelligent network technology is very ripe now, but in the process that ordinary consumer is used, have various queries, suggestion or problem unavoidably, by setting up artificial information desk, can in time answer user's query, collect user's suggestion, solve customer problem, thereby can improve service quality, enlarge brand effect.So the extensive use of manual service function is the useful tool in the competition.
In the existing communication class business, generally be that operator offers help by client service center is unified, the user need dial special service number (similar 1000) inequality when carrying out talk business and insert Special Service Console, listen big section voice suggestion then, the type of service that selection will be seeked advice from or want help and be operated perhaps selects the operator to help (or claiming artificial help) to connect phone of operator.There is following shortcoming in this method:
1, set up client service center to need other procuring equipment, do not utilize existing intelligent equipment resource, and dispose dumb, the maintenance cost height.
2, entering that the operator helps the special service number that need dial and carry out number or special service number that talk business need dial is not same number, and the user can't select to insert manual service or talk business in unified service management flow.After entering the flow process of talk business, need to withdraw from the special service number that this operation flow just can be dialed the manual service correspondence, thereby use inconvenient; In addition, operator also needs to propagate professional corresponding manual service number to the user, also can increase operation cost.
Summary of the invention
The object of the present invention is to provide a kind of method that realizes that in intelligent network the operator helps, need to dial different access codes in the prior art and ask operator's help or talk business and have inconvenience and the high problem of operation cost used to solve.
For addressing the above problem, the invention provides following technical proposals:
A kind of method that in intelligent network, realizes operator's help, the method comprising the steps of:
The users call specific number triggers corresponding business management process in the intelligent network;
Described service management flow is at least the user selection that dials phone and operator's help is provided;
Judge user's selection,, then calling is transferred to Customer Service Center or concrete operator if the operator helps; Otherwise carry out the pairing operation flow of other options.
Wherein:
Described service management flow is also selected for the user provides inquiry.
Described service management flow provides selection by voice mode to the user.
When selecting the operator to help, the user from IN DataBase, inquires about and obtains Customer Service Center's number or concrete operator's number.
If a plurality of concrete operator's numbers are arranged, then when current operator's number call is unsuccessful, select next operator's number replay call.
When all concrete operator's numbers all repeating query one time still during access failure, stop the operator call and continue and point out the user.
After helping to finish, the operator whether collects the charges, if then charge processing according to the configuration determination in the database.
Customer Service Center's number and concrete operator's number set in advance in IN DataBase.
The present invention has following beneficial effect:
1, in various IN services, all can utilize intelligent network protocol, use the mode of switching that customer call is transferred to client service center or concrete one or more operators, thereby can make full use of the intelligent network resource.
2,,, not only can reduce operation, maintenance cost so realize that the operator helps to increase extras because the operator helps and session services is realized by service management flow unified in the intelligent network; And configuration is simple, applying flexible.
3, intelligent network can provide continue a number or the ability of a plurality of numbers that continues in proper order, thereby can transfer between a plurality of operators easily.
4, can make the user experience high-quality service easily, not only can improve the Service Brand and the service image of operator, more can greatly stimulate the great development of service-user quantity.
Description of drawings
Fig. 1 is a networking schematic diagram of the present invention;
Fig. 2 is a flow chart of the present invention.
Embodiment
Consult shown in Figure 1ly, in intelligent network, a plurality of operator's terminals and a Call center are arranged.The Service Switching Point of zones of different connects promising one or more operator's terminals that manual service should the zone user be provided.
The manual service function is provided, and generally is directly to insert Customer Service Center, or inserts concrete one or more operators.Before opening IN service, pre-set the number of Customer Service Center, perhaps concrete operator's number and operator's number, and call operator helps whether charge concrete data such as expenses standard.These data all are kept in the database of Service Control Point.
By intelligent network platform, in the database of Service Control Point, set up a form, comprise at least in the table client service center's number, operator's number, each operator number, whether charge, information such as expenses standard.After the user selected the operator to help, system can automatic selection Query Database table according to the user.
In the IN service flow process of opening, certain function items can be set help for the operator.The user enters operation flow by dialing unified special service number, selects operator's help, talk business and inquiry business etc. according to voice suggestion.After the user has selected the operator to help, operation flow is passed through service control point, according to user's selection Query Database and obtain client service center's number or the operator's telephone number that operator pre-sets, utilize intelligent network protocol that these numbers are handed down to Service Switching Point then, Service Switching Point uses the mode of switching that customer call is transferred to these client service center's numbers or concrete operator's number.
When searching client service center's number or operator's number, abide by following principle:
If what be provided with is client service center, the number of the client service center that directly transfers;
If be provided with a concrete operator, switching operator's number;
If be provided with a plurality of concrete operators, can carry out repeating query according to operator's number, if first operator's access failure, in case of busy etc., if the next operator that transfers is access failure still, switching is next again ..., up to all repeating queries one time of all operators.When all concrete operator's numbers all repeating query one time still during access failure, stop the operator call and continue and point out the customer call failure.
After the operator helped to finish, operation flow judged whether charge according to being provided with in the database of SCP.Concrete charge operation is then carried out in charge if desired.
It is as follows to consult processing procedure shown in Figure 2, concrete:
Step 10: the user dials special service number and enters service management flow.
Step 11: service management flow carries out service selection by the voice suggestion user, and service selection comprises talk business, operator's help and inquiry business etc.; If the user selects the operator to help then carry out step 12; Otherwise other function corresponding are handled (step 11A).
Step 12: Customer Service Center's number or operator's number that inquiry is provided with, if Call center's number then is transferred to calling Customer Service Center (step 12A); Otherwise carry out step 13.
Step 13: judge whether number,, otherwise carry out other function treatment (step 13A) if then carry out step 14 into the operator.
Step 14: first operator transfers.
Step 15: whether switching success, if unsuccessful then carry out step 18, otherwise carry out step 16.
Step 16: the person of word helps.
Step 17: finish need to judge whether to charge after words person helps, if then charge processing (step 17A), otherwise process ends (step 17B).
Because the subscriber's operator might call after helping to finish again, perhaps query the balance etc., so ordinary circumstance directly do not withdraw from management process, but return main menu.But some special Carrier Requirements operator finishes the back directly to be discharged, and this can determine whether returning main menu by increase a configuration item in database table.
Step 18: judge whether to also have next operator, if then transfer next words person and change step 15 (step 18B), otherwise prompting user words person helps failure (step 18A).
Claims (8)
1, a kind of method that realizes operator's help in intelligent network is characterized in that comprising step:
The users call specific number triggers corresponding business management process in the intelligent network;
Described service management flow is at least the user selection that dials phone and operator's help is provided;
Judge user's selection,, then calling is transferred to Customer Service Center or concrete operator if the operator helps; Otherwise carry out the pairing operation flow of other options.
2, the method for claim 1 is characterized in that, described service management flow is also selected for the user provides inquiry.
3, the method for claim 1 is characterized in that, described service management flow provides selection by voice mode to the user.
4, the method for claim 1 is characterized in that, inquires about and obtain Customer Service Center's number or concrete operator's number when the user selects the operator to help from IN DataBase.
5, method as claimed in claim 4 is characterized in that, if a plurality of concrete operator's numbers are arranged, then selects next operator's number replay call when current operator's number call is unsuccessful.
6, method as claimed in claim 5 is characterized in that, when all concrete operator's numbers all repeating query one time still during access failure, stop the operator call and continue and point out the user.
7, the method for claim 1 is characterized in that, whether service management flow collects the charges according to the configuration determination in the database of service control point (SCP) after the operator helps to finish, if then charge processing.
As the arbitrary described method of claim 1 to 7, it is characterized in that 8, Customer Service Center's number and concrete operator's number set in advance in IN DataBase.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2004100041262A CN100515124C (en) | 2004-02-07 | 2004-02-07 | Method for implementing telephone operator helping in intelligent network |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2004100041262A CN100515124C (en) | 2004-02-07 | 2004-02-07 | Method for implementing telephone operator helping in intelligent network |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN1652558A CN1652558A (en) | 2005-08-10 |
| CN100515124C true CN100515124C (en) | 2009-07-15 |
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CNB2004100041262A Expired - Fee Related CN100515124C (en) | 2004-02-07 | 2004-02-07 | Method for implementing telephone operator helping in intelligent network |
Country Status (1)
| Country | Link |
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| CN (1) | CN100515124C (en) |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5432845A (en) * | 1992-12-21 | 1995-07-11 | At&T Corp. | Post answer telephone call redirection or rerouting |
| CN1308451A (en) * | 2000-10-18 | 2001-08-15 | 深圳市快灵通资讯科技有限公司 | Adapting service method to transfer user's telephone calling to CTI phonetic service system |
| CN1332563A (en) * | 2001-08-20 | 2002-01-23 | 任大庆 | Method and equipment for integrated call and answer and automatic telephone switching in virtual network |
-
2004
- 2004-02-07 CN CNB2004100041262A patent/CN100515124C/en not_active Expired - Fee Related
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5432845A (en) * | 1992-12-21 | 1995-07-11 | At&T Corp. | Post answer telephone call redirection or rerouting |
| CN1308451A (en) * | 2000-10-18 | 2001-08-15 | 深圳市快灵通资讯科技有限公司 | Adapting service method to transfer user's telephone calling to CTI phonetic service system |
| CN1332563A (en) * | 2001-08-20 | 2002-01-23 | 任大庆 | Method and equipment for integrated call and answer and automatic telephone switching in virtual network |
Also Published As
| Publication number | Publication date |
|---|---|
| CN1652558A (en) | 2005-08-10 |
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Granted publication date: 20090715 Termination date: 20130207 |