CN101594584B - Multimedia access processing method, equipment and system of call center - Google Patents

Abstract

The invention discloses a multimedia access processing method,, and the method comprises: a media gateway receives the multimedia message interacted by user equipment and the call center; the media gateway stores the multimedia message; and the media gateway extracts the multimedia message and carries out corresponding processing when the call center requests for processing the multimedia message. The invention also discloses a media gateway, a call center, a multimedia access processing system of the call center. The adoption of the invention can reduce the processing burden of the call center, and call improve the processing efficiency of the call center.

Description

Multimedia access processing method, device and system for call center

technical field

The invention relates to the field of communication technology, in particular to a multimedia access method, equipment and system for a call center.

Background technique

The call center is the main service entity for mobile communication operators to provide customer service, such as a telephone hotline system that provides services such as balance inquiry and business processing. Initially, the call center mainly processed voice, that is, after the user dialed the phone number of the call center, the call center provided interactive services manually or automatically. With the development of multimedia technology, e-mail, short message, multimedia message and other communication methods have been widely used, and users have an urgent demand for services through e-mail, short message, etc. , SMS, MMS and other media support.

A method for multimedia access to the call center provided in the prior art is: install an analog telephone voice card and a VoIP card on the call center controller, and the analog telephone voice card uses a DSP processing chip to complete program-controlled switching, communication interface, and voice processing. , fax processing and agent transfer, and use analog trunk lines to connect with telephones. At the same time, through the voice agent board, the customer's phone is connected to the agent in the background for telephone communication; the VoIP card realizes the conversion of digital signals to analog signals, The IP phone calling into the call center is converted into an analog phone in advance, and then together with the DTMF phone, the service is obtained through the call center phone/fax business process.

After analysis, the inventor believes that the above-mentioned prior art solution is a relatively simple implementation method, which is suitable for small-scale call centers. However, the current call centers in industries such as banking, telecommunications, and aviation have a large number of seats and a large number of calls. , the way of using voice card and VoIP card cannot meet the demand.

Another method for multimedia access to the call center provided by the prior art is to introduce a media gateway to access media information such as e-mail, short message, multimedia message, web, etc., and then forward it to the call center. This solution can maintain the stability of the call center controller: due to the continuous development of media types, every time a media type is connected, the system must be transformed. Therefore, if a special media gateway is used to implement, the core equipment of the call center can be reduced or eliminated. In addition, the processing capacity is high, and special equipment is used for independent processing. It has good scalability, and it is easy to improve the processing capacity to meet the needs of high call volume.

As shown in Figure 1, in the prior art, the processing flow for realizing multimedia access to a call center through a media gateway is as follows:

Step 11, the user equipment (short message, multimedia message, or email system) sends the multimedia message sent to the call center to the media gateway for unified access processing.

Step 12, the media gateway forwards the received multimedia message to the controller of the call center.

Step 13, since the access processor of the call center includes a manual access processor and an automatic access processor, the controller of the call center determines that the multimedia message is sent by the manual or automatic access processor of the call center according to a preset strategy. Processing is performed, and the multimedia message is submitted to a determined access processor for access processing.

After analysis, the inventor thinks that the above-mentioned prior art solution has the following deficiencies:

1. The controller of the call center is under great pressure. The media gateway directly forwards the received multimedia message to the controller of the call center for processing. If the amount of media data is relatively large, such as a large email attachment, the controller of the call center must also receive and process it, so that the call center The processing efficiency of the controller is affected, and the system load increases; in serious cases, it may also affect the timeliness of the controller in the call center to process other services, such as queuing up the voice routing, which cannot be processed in time and affects the voice connection.

2. When the access processor of the call center needs to send multimedia messages such as short messages, multimedia messages or e-mails to users, it generally uses the controller of the call center to forward them, or directly connects with the media gateway and sends them. The problem with this method is that : Even if the same multimedia message is sent, it needs to be sent multiple times, which may cause the problems of large resource occupation and heavy network load.

Contents of the invention

An embodiment of the present invention provides a method for processing multimedia access in a call center to reduce the processing burden of the call center and improve the processing efficiency of the call center. The method includes:

The media gateway receives the multimedia message sent by the user equipment to the call center;

The media gateway stores the multimedia message;

When the call center requests to obtain the multimedia message for access processing, the media gateway extracts the multimedia message and sends the multimedia message to the call center for access processing.

The embodiment of the present invention also provides a media gateway to reduce the processing load of the call center and improve the processing efficiency of the call center. The media gateway includes a receiving module, a storage processing module and a message processing module, wherein:

The receiving module is used to receive the multimedia message sent by the user equipment to the call center;

a storage processing module, configured to store the multimedia message;

The message processing module includes a first receiving unit and a first message processing unit, wherein:

The first receiving unit is configured to receive a request from the call center to acquire the multimedia message for access processing;

The first message processing unit is configured to extract the multimedia message, and send the multimedia message to the call center for access processing.

The embodiment of the present invention also provides a call center, which is used to reduce the processing burden of the call center and improve the processing efficiency of the call center. The call center includes:

The controller is configured to receive and forward the notification message of the arrival of the multimedia message of the user equipment sent by the media gateway, and the multimedia message is a multimedia message sent by the user equipment to the call center;

The access processor is configured to acquire the multimedia message stored by the media gateway after receiving the forwarded notification message; and perform access processing on the acquired multimedia message.

The embodiment of the present invention also provides a multimedia access processing system of a call center, which is used to reduce the processing burden of the call center and improve the processing efficiency of the call center. The system includes:

a user equipment, configured to send and receive multimedia messages;

Call center for sending, receiving and processing multimedia messages;

The media gateway is configured to receive the multimedia message sent by the user equipment to the call center, store the received multimedia message, and when the call center requests to acquire the multimedia message for access processing, the media gateway extracts the multimedia message, and stores the multimedia message The multimedia message is sent to the call center for access processing.

In the embodiment of the present invention, after the media gateway receives the multimedia message interacted between the user equipment and the call center, it first stores the multimedia message, and then extracts the multimedia message for processing when the call center requests to process the multimedia message. Corresponding processing, instead of not storing but directly forwarding after receiving the multimedia message as described in the prior art, on the one hand, when the user sends the multimedia message to the call center, the call center does not have to receive and process the multimedia message immediately, but After accepting the request, the multimedia message may be extracted from the media gateway for access processing; the controller of the call center may not directly receive the multimedia message, but may instruct the access processor of the call center to extract the multimedia message from the media gateway. The multimedia message is subjected to access processing, thereby reducing the processing burden of the call center, especially the controller of the call center, and improving processing efficiency. On the other hand, when the call center sends a multimedia message to the user, the call center does not need to send and process the multimedia message to be sent multiple times when sending the same multimedia message multiple times, but can request the media gateway to extract the stored simultaneous message multiple times. A multimedia message is sent to the user, improving the processing efficiency of the call center.

Description of drawings

Fig. 1 realizes the processing flowchart of multimedia access call center by media gateway in the background technology;

Fig. 2 is the multimedia access processing flowchart of call center in the embodiment of the present invention;

FIG. 3 and FIG. 4 are flowcharts of processing of sending a multimedia message from a user equipment to a call center in an embodiment of the present invention;

FIG. 5 is a flow chart of the process of sending a multimedia message from a call center to a user equipment in an embodiment of the present invention;

FIG. 6 and FIG. 7 are structural schematic diagrams of the media gateway in the embodiment of the present invention;

FIG. 8 is a schematic structural diagram of a call center in an embodiment of the present invention;

FIG. 9 is a schematic structural diagram of a multimedia access processing system of a call center in an embodiment of the present invention.

Detailed ways

Embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

As shown in Figure 2, in the embodiment of the present invention, the multimedia access processing flow of the call center is as follows:

Step 21, the media gateway receives the multimedia message that the user equipment interacts with the call center.

Step 22, the media gateway stores the multimedia message.

Step 23: When the call center requests to process the multimedia message, the media gateway extracts the multimedia message for corresponding processing.

Wherein, the multimedia message exchanged between the user equipment and the call center may be a multimedia message sent by the user equipment to the call center, or may be a multimedia message sent by the call center to the user equipment. If it is a multimedia message sent by the user equipment to the call center, the call center requests to process the multimedia message means: the call center requests to obtain the multimedia message for access processing; the media gateway extracts the multimedia message for corresponding processing means: the media The gateway extracts the multimedia message, and sends the multimedia message to the call center for access processing.

As shown in Figure 3, in a specific embodiment, the processing flow of the user equipment sending the multimedia message to the call center is as follows:

Step 31, the user equipment (short message, multimedia message, or email system) sends the multimedia message sent to the call center to the media gateway for unified access processing.

Step 32, the media gateway stores the received multimedia message, and obtains information such as the source and content size of the multimedia message, and generates a notification message of the arrival of the multimedia message; the media gateway sends the arrival notification message of the multimedia message to the controller of the call center A notification message. The notification message may include information such as the source of the multimedia message and the size of the content, but does not include the specific content of the multimedia message.

Step 33, since the access processor of the call center includes a manual access processor and an automatic access processor, the controller of the call center determines that the multimedia message is processed by the manual or automatic access processor of the call center according to a preset strategy. processing, and forwarding a notification message, requesting the determined access processor to process the multimedia message.

Step 34: After receiving the notification message, the determined access processor extracts the multimedia message from the media gateway to perform access processing.

In the flow shown in Figure 3, the transmission data flow carrying multimedia messages can be called media flow, and the transmission data flow carrying transmission control commands, such as notification messages, can be called control flow. It can be seen that the above flow will control flow It is processed separately from the media stream, thereby reducing the processing pressure of the call center, especially the core device in the call—the controller. In addition, because the processing of the control flow is relatively simple, it is beneficial to formulate a unified interface protocol and improve the degree of standardization.

In the process shown in Fig. 3, the media gateway stores the multimedia message inside the media gateway, such as the media information database in the media gateway, those of ordinary skill in the art can also understand that a database independent of the media gateway can be set to interact with the media gateway, Used to access multimedia messages. The storage here can be a permanent storage or a cache. After the subsequent media gateway finishes processing the stored multimedia message, it will delete the stored multimedia message. As shown in Figure 4, in a specific example, the processing flow of the user equipment sending the multimedia message to the call center is as follows:

Step 41, the user equipment (SMS, MMS, or email system) sends the multimedia message sent to the call center to the media gateway for unified access processing.

Step 42: After receiving the multimedia message, the media gateway stores the multimedia message in the database.

Step 43, the media gateway obtains information such as the source of the multimedia message, the content size, etc., and generates a notification message of the arrival of the multimedia message; the media gateway sends a notification message of the arrival of the multimedia message to the controller of the call center, which may include the multimedia message source, content size and other information, but does not include the specific content of the multimedia message.

Step 44, the controller of the call center performs queuing/routing processing on the notification message.

Step 45, the controller of the call center forwards the notification message to the access processor of the call center.

Step 46, the access processor of the call center accepts the access request.

Step 47, the access processor of the call center requests the media gateway to obtain the multimedia message.

Step 48, the media gateway obtains the multimedia message from the database.

Step 49, the media gateway returns the multimedia message to the access processor of the call center, and the access processor of the call center performs access processing on the multimedia message.

If the multimedia message exchanged between the user equipment and the call center is a multimedia message sent by the call center to the user equipment, the call center requests to process the multimedia message means: the call center requests to send the multimedia message to the user equipment; the media gateway extracts the multimedia message The corresponding processing of the message refers to: the media gateway extracts the multimedia message, and sends the multimedia message to the user equipment.

As shown in Figure 5, in a specific example, the processing flow of the call center sending a multimedia message to the user equipment is as follows:

Step 51, the access processor of the call center submits the multimedia message sent to the user equipment to the media gateway.

Step 52, the media gateway stores the content of the received multimedia message in the database. Of course, the media gateway may also store the received multimedia content inside the media gateway, such as in the media information database of the media gateway; in this case, the subsequent step 55 is not required.

Step 53: The access processor of the call center requests the controller of the call center to send a multimedia message to the user equipment.

Step 54, the controller of the call center forwards the request of the access processor of the call center to the media gateway.

Step 55, the media gateway extracts the multimedia message to be sent from the database.

Step 56, the media gateway sends the multimedia message to the user equipment (SMS, MMS, or email system).

Step 57, the media gateway returns the sending result of the multimedia message to the controller of the call center.

Step 58, the controller of the call center forwards the sending result of the multimedia message to the access processor of the call center.

Through the process shown in Figure 5, it can be realized that when the call center sends the same multimedia message to the user equipment multiple times, it only needs to submit the multimedia message to the media gateway once, and can send the same multimedia message multiple times by requesting the media gateway multiple times, improving the improve the efficiency of the call center.

In the above embodiment, when the media gateway forwards the stored multimedia message to the user equipment or the call center, it may first convert the multimedia message into a preset format, and then forward it.

Based on the same inventive concept, the embodiment of the present invention also provides a media gateway, which can have a multimedia sending and receiving function, can be connected to user equipment such as a short message system, a multimedia message system, and an e-mail system, and can send text messages, multimedia messages, e-mails, etc. through standard protocols. Send and receive multimedia messages, for example, send and receive multimedia messages through POP3 or SMTP of e-mail; it also has good scalability, which is convenient for adding support for new media types.

The media gateway in the embodiment of the present invention can also have a media information analysis function and a media content access function, and can connect to relevant modules of the call center (including a controller and an access processor of the call center) to perform control flow and media flow Separate processing. The media gateway and the controller of the call center process the control flow, complete functions such as unified queuing routing, such as analyzing the format and content of multimedia messages, and perform format conversion to form a unified format, and interact with the controller of the call center. The media gateway interacts with the access processor of the call center for media flow, and completes the storage, extraction and delivery of multimedia information such as SMS, MMS, and email.

As shown in Figure 6, the media gateway in the embodiment of the present invention may include: a receiving module 61, configured to receive a multimedia message interacted between a user equipment and a call center; a storage processing module 62, configured to store the multimedia message; The processing module 63 is configured to extract the multimedia message for corresponding processing when the call center requests to process the multimedia message.

When the multimedia message is a multimedia message sent by the user equipment to the call center, the message processing module 63 may include: a first receiving unit 631, configured to receive a request from the call center to obtain the multimedia message for access processing; A message processing unit 632, configured to extract the multimedia message, and send the multimedia message to the call center for access processing.

When the multimedia message is a multimedia message sent by the call center to the user equipment, the message processing module 63 may include: a second receiving unit 633, configured to receive a request from the call center to send the multimedia message to the user equipment; The message processing unit 634 is configured to extract the multimedia message, and send the multimedia message to the user equipment.

A specific example of the media gateway is shown in FIG. 7 , wherein the media information library is used to realize the function of the storage processing module 62 and store received multimedia information, such as content of short message, multimedia message or email. The media data interaction module is used to realize part of the functions of the message processing module 63, and provide multimedia information services to the access processor of the call center, that is, to access the contents of short messages, multimedia messages or emails. The control message interaction module is used to implement part of the functions of the message processing module 63, and interact with the call center controller to control messages, such as the aforementioned notification messages.

Short message transceiver module, multimedia message transceiver module, mail transceiver module are used to realize the function of receiving module 61, and the part function of message processing module 63; Wherein, short message transceiver module is used for interacting with short message system; Multimedia message transceiver module is used for communicating with The MMS system interacts; the mail sending and receiving module is used to interact with the mail system. In addition, a central processing module may also be set in the media gateway for processing and controlling internal processes of the media gateway.

Those of ordinary skill in the art can understand that the transceiver module (short message transceiver module, multimedia message transceiver module, mail transceiver module) of the above-mentioned media gateway can be added or deleted as required, and when the message of accessing the Internet is needed, then the Internet message can be added transceiver module.

Based on the same inventive concept, an embodiment of the present invention also provides a call center, the structure of which is shown in FIG. The inbound processor 82 is configured to acquire the multimedia message stored by the media gateway after receiving the forwarded notification message; and perform access processing on the acquired multimedia message.

The embodiment of the present invention also provides another embodiment of the call center. In this embodiment, the access processor 82 is configured to provide the media gateway with a multimedia message for storage; and initiate a request to send the multimedia message to the user equipment; The controller 81 is configured to receive the request and forward it to the media gateway, instructing the media gateway to extract the multimedia message and send it to the user equipment.

Based on the same inventive concept, an embodiment of the present invention also provides a multimedia access processing system for a call center, the structure of which is shown in FIG. Processing multimedia messages; the media gateway 93 is used to receive multimedia messages interacted between the user equipment and the call center; store the received multimedia messages, and extract the multimedia messages for corresponding processing when the call center requests to process the multimedia messages.

In the embodiment of the present invention, after the media gateway receives the multimedia message interacted between the user equipment and the call center, it first stores the multimedia message, and then extracts the multimedia message for processing when the call center requests to process the multimedia message. Corresponding processing, instead of not storing but directly forwarding after receiving the multimedia message as described in the prior art, on the one hand, when the user sends the multimedia message to the call center, the call center does not have to receive and process the multimedia message immediately, but After accepting the request, the multimedia message may be extracted from the media gateway for access processing; the controller of the call center may not directly receive the multimedia message, but may instruct the access processor of the call center to extract the multimedia message from the media gateway. The multimedia message is subjected to access processing, thereby reducing the processing burden of the call center, especially the controller of the call center, and improving processing efficiency. On the other hand, when the call center sends a multimedia message to the user, the call center does not need to send and process the multimedia message to be sent multiple times when sending the same multimedia message multiple times, but can request the media gateway to extract the stored simultaneous message multiple times. A multimedia message is sent to the user, improving the processing efficiency of the call center.

Obviously, those skilled in the art can make various changes and modifications to the present invention without departing from the spirit and scope of the present invention. Thus, if these modifications and variations of the present invention fall within the scope of the claims of the present invention and equivalent technologies, the present invention also intends to include these modifications and variations.

Claims (6)

1. the multimedia access processing method of a call center is characterized in that, this method comprises:

WMG receives the Multimedia Message that subscriber equipment sends to the call center;

WMG is stored said Multimedia Message;

Treat that acquisition request said Multimedia Message in call center's inserts when handling, WMG extracts said Multimedia Message, said Multimedia Message is sent to the call center insert processing.

2. the method for claim 1 is characterized in that, WMG further comprises after said Multimedia Message is stored: the controller to the call center sends the notification message that said Multimedia Message arrives; Said controller is transmitted to said notification message the access processor of call center;

After said access processor receives said notification message, insert processing to the said Multimedia Message of WMG acquisition request.

3. the method for claim 1 is characterized in that, WMG extracts after the said Multimedia Message, further comprises: the format conversion of said Multimedia Message is preset form.

4. the method for claim 1 is characterized in that, WMG is stored in the media information storehouse in the WMG with said Multimedia Message; Or be stored in the database that is independent of WMG.

5. a WMG is characterized in that, comprises receiver module, stores processor module and message processing module, wherein:

Receiver module is used to receive the Multimedia Message that subscriber equipment sends to the call center;

The stores processor module is used for said Multimedia Message is stored;

Said message processing module comprises first receiving element and first message processing unit, wherein:

First receiving element is used for the receipt of call center and obtains the request that said Multimedia Message inserts processing;

First message processing unit is used to extract said Multimedia Message, said Multimedia Message is sent to the call center insert processing.

6. the multimedia of a call center inserts treatment system, it is characterized in that, comprising:

Subscriber equipment is used to receive and dispatch Multimedia Message;

The call center is used for transmitting-receiving and handles Multimedia Message;

WMG; Be used to receive the Multimedia Message that subscriber equipment sends to the call center; The Multimedia Message that receives is stored; Treat that acquisition request said Multimedia Message in call center's inserts when handling, WMG extracts said Multimedia Message, said Multimedia Message is sent to the call center insert processing.

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