TWI581601B - Integration of IMS and intelligent terminal technology to support the wisdom of the guidance system and methods - Google Patents

Description

Smart guidance service system and method supported by IMS and smart terminal technology

The present invention relates to a smart guidance service system and method supported by the IMS and the smart terminal technology. The core technology is to use the SIP (Session Initiation Protocol) in the IMS environment of the Next Generation Network (NGN). The mechanism and the RTC (Real Time Collaboration) mechanism in the Internet environment are used to integrate Information and Communications Technology (ICT), thereby implementing the system and method of the smart guiding service claimed by the present invention.

In particular, it relates to an ICT integration service using a SIP application server and an RTC server in an NGN IMS network environment, and provides a user to use voice communication by pressing a designated dual-tone multi-frequency signaling. (DTMF) The phone button can be used to launch the corresponding application on the RTC user terminal device corresponding to the phone, and the system and method for the information browsing or call control application through the touch.

For example, when the user dials the support smart communication enterprise customer service phone, if the smart guidance service is selected, the customer service classification list of each department can be automatically displayed on the smart terminal screen, and the information is clear and unobstructed. You can click on any of the options or buttons on it, and click on the current call to connect to the customer-specific customer number.

At present, the telephone system adopts the interactive voice response (IVR) method to operate. When the telephone user dials the number specified by the operator, the telephone inquiry service can be automated according to the voice operation, and the voice indication can be obtained after entering the system. After typing the appropriate options or profiles through DTMF, you can listen to the pre-recorded information, or combine the data via the system program to read the specific data in a voice.

Therefore, in consideration of the following conventional situations: when the voice menu of an embodiment is rich in content, and therefore there are many branches, or when the amount of data required by the user is large or complicated, the operation mode of the old conventional system will become time-consuming. It is inefficient and even tests the user's memory. In the era of mobile terminal smart terminals, if the information and interaction of services are presented only through the IVR interaction of the phone, the powerful information capabilities of the smart terminal are wasted.

It can be seen that there are still many shortcomings in the above-mentioned conventional methods for providing high-frequency and wide-stream streaming services, which is not a good designer and needs to be improved.

In view of the shortcomings derived from the above-mentioned conventional methods, the invention is based on the improvement and innovation of the above-mentioned methods, and after years of painstaking research, it has finally successfully developed and completed the intelligent guidance service system and method supported by this integrated IMS and smart terminal technology. .

The technical problem to be solved by the present invention is to provide a smart guiding service system and method supported by an IP Multimedia Subsystem (IMS) and a smart terminal technology, in addition to the deficiencies of the above-mentioned conventional methods, so that the user Voice IVR (Interactive Voice Response, interactive voice response) In addition to the phone application, add a new touch smart mode option.

In the NGN IMS network environment, a SIP application server and an RTC server are used for ICT integration, and when a user makes a phone call using voice communication, a voice prompt is used to press a designated smart guide DTMF button. The application system for launching the client on the RTC user terminal device corresponding to the phone, and an application system and method for information browsing or call control through the touch operation.

In addition, if the user only dials the service number using the general telephone without the cooperation of the RTC user terminal, the voice guidance voice function and function of the service number will not appear, and the call will use the prior art (IVR) to seamlessly connect the original. The system provides the user's original service experience.

After the implementation of the invention, a new form of browsing mode of the smart terminal can be utilized to create a more diversified telephone value-added service.

A smart guidance service system and method supported by the IMS and smart terminal technologies that achieve the above object requires the following system functional components:

(1) Session Initiation Protocol (SIP) application server: service logic for managing telephone numbers and communication signal control.

(2) RTC (Real Time Collaboration) server: It can manage the connection status of the user equipment with the user terminal executed on the smart device, and contact the user through the push notification function.

(3) Wisdom Guide Tips IVR Media Server: Provides the interactive content of the telephone service required for smart guidance.

(4) Wisdom Guide Information Server: Provides relevant functions of the information service content required for smart guidance. The content of the information service can be based on the nature of the service. Need to combine various multimedia information to present. This function is essentially a widely used webpage information system, so its content can be combined with video, audio, image, animation, and various multimedia information to present or enhance the effects and functions required by the service. For example, a piece of information about the hotel room type, in addition to text and image descriptions, can also provide a film to introduce the hotel features, or the use of the conference hall, so that users can have a more enjoyable service experience.

(5) IVR Media Server: Provides related functions of the original telephone service.

The invention integrates the functional components in the telecommunication and information fields to complete a new service method; uses the functional components in the IMS environment in the telecommunication network (1) SIP application server and functional components (3) intelligent guidance media servo To process the call signal and the user input telephone dual tone multi-frequency (DTMF) signal transmission; synchronously integrate the functional components of the information field (2) RTC server, and instantly check the user's telephone number when the telephone service answers Whether the RTC user terminal is online, if it is met, the smart guiding service mode is activated; and the service content displayed by the user is determined according to the service number dialed by the user, so that the user can browse the information through the touch mode on the smart terminal screen. With control calls.

The method of the invention focuses on using the functional components in the telecommunications field (1) and the functional components in the information field (2) to complete the integration of the communication communication, and using the functional components of (3), (4) and (5) to provide the service content, and Declared as a smart guide service, the details are as follows: (1) The user downloads and installs the smart-guided RTC user terminal program in advance with the smart device, and uses the program to set the phone number association to complete a functional component (2) user terminal. ; (2) When the telephone service is called by using the associated telephone in step (1), the call is processed through the functional component (1), and the information in the server (2) is compared with the user terminal, and if the information is measured, The RTC user terminal is in an online state, and the functional component (1) determines that the local call has a smart guiding capability, and the call interacts through the functional component (3), and the user hears the IVR in the telephone voice to prompt the user whether to enable the smart guiding mode. (3) The user uses the dual tone multi-frequency (DTMF) button of the phone to enable the smart guiding mode, which will be notified by the functional component (3) and then notified to the functional component (1), which is processed by the functional component (1). After the required service information, the server of the function component (2) is notified to contact the user terminal of the connected number, and the service content provided by the function component (4) is presented on the user terminal, and the automatic display is automatically displayed on the smart device screen. Visualizing the information content, the user can input the information required by the service through the touch interface, and perform operations such as telephone signal control; (4) when the user hangs up the phone, the signal passes through the functional component (a ), (2) Synchronous processing, and the smart guidance screen displayed by the user's smart device will also end at the same time.

In addition, in order to improve the compatibility of the method of the present invention, if the user does not have a mobile network environment or does not have a smart terminal, the user dials the service number will not activate the smart guide service mode, instead, the corresponding number is imported. The IVR service system allows users to use existing services only through IVR interaction.

The invention provides a smart guiding service system and method supported by the IMS and the smart terminal technology. When compared with the conventional IVR technology, the invention provides an innovative service method in addition to the conventional technology:

1. The present invention can flexibly switch service modes according to user selection or state through a SIP application server, and seamlessly integrates the wisdom of the present invention. Hui guided service mode and IVR service mode.

2. The invention can instantly determine the status of the registered user through the RTC server and the RTC user terminal; and integrate the push notification service function of the operating system on the terminal device in the RTC user terminal program, thereby completing the instant information notification. The method.

3. The invention integrates ICT through the SIP server on the telecommunication network and the RTC server on the Internet side, and provides a model for the user to access the Internet information service by making a call.

4. The invention breaks the limitation of the conventional IVR service. In addition to the original voice interactive menu mode, after upgrading to the smart guiding mode, the visual touch capability is provided, and the WYSIWYG is provided, in addition to providing users with unobstructed information, You can select or input various forms through the touch point selection function to meet the needs of various information application services.

5. The present invention is a new form of telephone service number, the content of which is applied in addition to the IVR service. Due to the improvement of the method of the present invention, the visual interaction provided can be introduced into a telephone and information application with higher complexity and ease of use.

100, 200‧‧‧IVR Media Server

101, 201‧‧‧ telephone network

102, 202‧‧‧NGN and IMS networks

103, 203‧‧‧Smart Guided IVR Media Server

104, 204‧‧‧SIP application server

105, 205‧‧‧RTC server

106, 206‧‧‧ Internet

107, 207‧‧‧Wisdom Guide Information Server

108‧‧‧RTC user terminal program for smart terminal with mobile phone function

208‧‧‧RTC user terminal program for smart terminal without mobile phone function

209‧‧‧User phone

S301~S308‧‧‧ Service verification step procedure

S401~S407‧‧‧ Service execution step procedure

Please refer to the detailed description of the present invention and the accompanying drawings, which will further understand the technical content of the present invention and its function. The related drawings are: FIG. 1 is a smart guiding service supported by the fusion IMS and smart terminal technology of the present invention. FIG. 2 is a schematic diagram of a non-telephone function intelligent guiding architecture of a smart guiding service system and method supported by the IMS and smart terminal technologies; 3 is a flowchart of a service verification step of a smart guidance service system and method supported by the IMS and smart terminal technologies; FIG. 4 is a smart guidance service system and method supported by the IMS and smart terminal technologies of the present invention; Service execution step flow chart.

The present invention will be further described in detail below with reference to the accompanying drawings and embodiments. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

Hereinafter, the present invention will be further described with reference to the accompanying drawings:

Please refer to the schematic diagram of the smart function guiding architecture of the smart guiding service system and method supported by the IMS and smart terminal technologies in FIG.

A smart terminal 108 having a mobile phone function, and executing thereon a smart-guided RTC user terminal program, which synchronizes with the RTC server 105 through the connection capability of the Internet 106; When the service is made, the telephone signal is forwarded through the telephone network 101, and the call is forwarded to the SIP application server 104 through the network settings of the NGN and IMS network 102; the SIP application server 104 queries when the call is established. The RTC server 105 determines whether the smart terminal 108 having the mobile phone function has an on-line RTC terminal, and determines the service mode according to its status, as follows:

1. The RTC terminal of the smart terminal 108 with the mobile phone function is in the online state, and the SIP application server 104 directs the call receiving end to the smart guide prompting IVR media server 103 to let the smart terminal 108 user with the mobile phone function Within the specified time, you can use the smart guide to prompt the IVR to prompt the double tone in the call. The frequency (DTMF) button is used to activate the smart guiding mode. When the smart guiding prompt IVR media server 103 receives the user's telephone input, the SIP application server 104 is notified that the smart guiding mode is enabled, and the SIP application server 104 uses the calling service number. The URL location of the corresponding smart guide information server 107 is sent to the RTC server 105, at which time the RTC server 105 notifies the RTC user terminal program 108 of the smart terminal having the mobile phone function via the Internet 106, and has a mobile phone. The RTC user terminal program 108 of the smart terminal of the function accesses the information page provided by the smart guidance information server 107 via the Internet 106 to realize the presentation of the smart guidance service content.

2. The RTC terminal of the smart terminal 108 with the mobile phone function is offline or unregistered, and the SIP application server 104 directs the call receiving end to the IVR media server 100 via the NGN and IMS network 102 via the telephone network 101. . Let the smart terminal 108 with the mobile phone function use the IVR application service.

Finally, when the smart terminal 108 having the mobile phone function hangs up the call, the call end signal is transmitted to the SIP application server 104 via the NGN and IMS network 102 and the telephone network 101, and the SIP application server 104 is in use (intelligence The call resource of the IVR media server 103 or the IVR media server 100 is released, and the RTC server 105 is notified to synchronize the release of the information resources of the in-use smart navigation information server 107, RTC. The server 105 requests the RTC user terminal program 108 of the smart terminal having the mobile phone function to end the current smart guidance service content display.

Please refer to Figure 2 for the support of Converged IMS and Smart Terminal Technology. The schematic diagram of the smart navigation service system and method without the telephone function intelligent guiding architecture, and the main difference from FIG. 1 is whether the smart terminal has the capability of mobile phone, so the RTC user terminal program of the smart terminal with the mobile phone function in FIG. The RTC user terminal program 208 of the smart terminal having no mobile phone function in FIG. 1b has the same effect as the user phone 209. In the service application phase, the telecommunication call function is achieved using the user phone 209, and the smart guide information is transmitted through The smart terminal of the RTC user terminal program 208 of the smart terminal without the mobile phone function is presented.

Please refer to FIG. 3 for the service verification step flow chart of the smart guidance service system and method supported by the IMS and the smart terminal technology, which is a smart guidance service telephone number association and verification process:

After the user downloads and installs the smart-guided RTC terminal program S301 through the software market corresponding to the smart terminal device, when the smart-guided RTC terminal program is executed, the user must perform the phone number association setting S302, and the RTC terminal program simultaneously determines Whether the smart terminal used has the telephone capability S303, if it is judged that the terminal has the telephone capability, the RTC terminal directly uses the telephone number of the smart terminal for the association authentication S304, and then the RTC terminal program checks the verification brief S305, and if the content is successfully received, the verification is successful. In the newsletter, the phone number association authentication S308 of the smart terminal is completed. If it is determined that the terminal does not have the phone capability, the RTC terminal requires the user to input the phone number by itself, and prompts the user to dial a designated verification phone S306 using the input number, and Within a specified time, it is determined whether the user dials the designated verification phone S307 using the entered number, and if the verification phone is successfully received, the designated phone number associated authentication S308 of the smart terminal is completed.

Please refer to FIG. 4 for a flow chart of the service execution steps of the smart guidance service system and method supported by the IMS and smart terminal technologies. The method of implementing the method of guiding the service number by wisdom:

When the user uses the telephone to dial the service number supporting the smart guiding method, S401, before the call is connected, first determine the online state S402 of the RTC terminal program of the calling user, and if it is determined that the RTC terminal of the calling user is online, the call is introduced into the smart The prompting IVR service S403 is prompted, and the user is required to input the designated dual tone multi-frequency (DTMF) button S404 for a period of time. If the user successfully inputs, the user dials the service number automatically on the smart terminal associated with the calling number. Visualizing the information content, and also inputting the information required by the service through the touch interface, and performing telephone signal control S406; if the user does not input the designated dual tone multi-frequency (DTMF) button in the S404 stage, the call will be The IVR service S405 corresponding to the service number is imported. If it is determined that the RTC terminal of the calling user is not online, the call will be imported into the IVR service S405 corresponding to the service number, and when the user hangs up, the call related to the call is terminated synchronously. Resources, which contain smart guide visual information content S407.

The detailed description of the present invention is intended to be illustrative of a preferred embodiment of the invention, and is not intended to limit the scope of the invention. The patent scope of this case.

To sum up, this case is not only innovative in terms of technical thinking, but also has many of the above-mentioned functions that are not in the traditional methods of the past. It has fully complied with the statutory invention patent requirements of novelty and progressiveness, and applied for it according to law. Approved this invention patent application, in order to invent invention, to the sense of virtue.

100‧‧‧IVR Media Server

101‧‧‧Phone network

102‧‧‧NGN and IMS networks

103‧‧‧Smart Guided IVR Media Server

104‧‧‧SIP application server

105‧‧‧RTC server

106‧‧‧Internet

107‧‧‧Smart Guide Information Server

108‧‧‧RTC user terminal program for smart terminal with mobile phone function

Claims (16)

A smart guidance service system supported by IP Multimedia Subsystem (IMS) and intelligent terminal technology provides an information and communication technology (ICT) integration service for telecom call and information, which integrates telephone communication and wisdom. The touch operation of the terminal is used to perform the information content operation of the telephone service, which includes: a. SIP (Session Initiation Protocol) application server, which provides telephone service logic and call control interface to determine the service presentation. In the IT (Information Technology, Information Technology) field and component RTC (Real Time Collaboration, real-time collaboration) server interaction, in the field of CT (Communications Technology, communication technology) and intelligent guidance prompt IVR (Interactive Voice Response, interactive Voice response) media server, smart guide information server interaction; b. The RTC server provides the RTC user terminal control and function interface, manages the connection status of the user equipment, and pushes the message through the message (push notification) ) to contact the user; c. wisdom guide prompt IVR media servo Device provides the interactive content of the telephone service required for smart guidance; d. The Smart Guide Information Server is a web server system that provides the information service content required for smart guidance. The information service content is based on the service. The nature of the need to combine a variety of multimedia information; e. IVR media server, providing the existing telephone service interactive content. For example, the smart guidance service system supported by the IMS and the smart terminal technology described in the first application of the patent scope, wherein the smart terminal refers to various smart mobile devices with Internet access and touch screens, such as smart phones. level Board computer equipment. For example, the smart guidance service system supported by the IMS and the smart terminal technology described in the first application of the patent scope, wherein the smart terminal technology and the smart guidance service supported by the smart terminal must be executed through dedicated software, wherein The dedicated soft system is an APP program running on a smart terminal, and is a separate application software, or a module attached to other software. For example, the smart guidance service system supported by the IMS and the smart terminal technology described in the first application of the patent scope, wherein the SIP application server is mainly used for managing the service logic of the IMS number and the communication signal control of the call. Through the SIP and HTTP dual interface, after interacting with the RTC server and the smart guide prompt IVR media server, the service process is determined, and the smart guide or IVR media server is used, and when the phone call is accessed, the session is initiated. When the protocol is applied to the server, the RTC server queries the on-line status of the RTC user terminal, and returns the call to the intelligent guidance prompt IVR media server or the IVR media server according to the result of the return, and when the user enables the wisdom When guiding the service, the SIP application server determines the URL location of the functional component smart guidance information server according to the service number dialed, and provides the information to the RTC server, and presents the specified URL location on the RTC user terminal. Information content, if the user does not have an RTC user terminal, has an RTC user terminal but is not online, or does not enable the smart guide service, these three After tense, the SIP application server to route calls to the IVR sucked media servers, voice telephone services. For example, the intelligent guidance service system supported by the IMS and the smart terminal technology described in the first application of the patent scope, wherein the RTC server is coupled with the RTC user terminal program executed on the smart device, the RTC server transmits XML-based open instant messaging (Extensible The Messaging and Presence Protocol (XMPP) protocol controls the online status of the user, and automatically displays the specified information page on the user terminal according to the requirement. The RTC server receives the HTTP interface of the SIP application server to query the user's online status requirement. Returning the user status, or receiving the service URL specified by the SIP application server, and then contacting the RTC user terminal through the push function to present the specified service picture, and also providing the SIP application server when the call ends. And the end of the RTC terminal service screen needs. For example, the smart guiding service system supported by the IMS and the smart terminal technology described in the first application of the patent scope, wherein the smart guiding prompt IVR media server is a specialized media server, receiving the SIP communication signal Provides information return of Dual-Tone Multi-Frequency (DTMF) for user IVR operation. It is mainly used for talking, providing user-operated IVR. When the smart guide prompts IVR media server to receive When the user inputs the DTMF, it reports the SIP application server through the HTTP interface, and the SIP application server starts the smart guidance service mode. The smart guidance service system supported by the IMS and the smart terminal technology, as described in claim 1, wherein the smart guide information server is an application server that provides webpage content, and provides an HTTP interface to obtain Specifying the smart navigation information service content in the URL, the RTC server will ask its RTC user terminal to access the specified URL, and then present the information service content on the user terminal. For example, the intelligent guidance service system supported by the IMS and the smart terminal technology described in the first application of the patent scope, wherein the IVR media server is a telephone service for providing the original service number, and is for receiving a telephone communication signal. Provides user IVR operational interactions. A smart guiding service method supported by IMS and smart terminal technology, the smart guiding service method steps are as follows: Step 1: Download and install the smart guiding RTC user terminal program on the smart terminal device in advance, and let the user The phone number is connected through the RTC user terminal program. Step 2: When the user dials the phone number to the service number, the phone call is processed by the SIP application server, and the associated information of the user number in the RTC server is compared. When the user's RTC user terminal is online, the calling user has a smart guide, and in the voice of the phone, the IVR mode is used to prompt the user to select to enable, wherein when the user dials the number using the telephone, the call will be transmitted through the NGN ( Next Generation Network, the service generation trigger of the IMS network, is sent to the SIP application server, and when the SIP application server connects the caller, the RTC server is simultaneously called. Whether the number is verified by the RTC user terminal, if the RTC user terminal is detected, the service is provided. When the phone is connected, the user is additionally prompted to select the IVR menu using the smart guide mode, and the user activates the smart guide mode on the smart terminal according to the voice prompt and presses the designated phone DTMF button, if the user is in wisdom The IVR menu of the pilot mode does not operate. After a period of time, the system determines that the smart guide is not enabled to import the call into the IVR service mode. If the RTC user terminal is not detected, the call will be directly imported into the IVR service. Mode; Step 3: The user uses the DTMF button of the dual-tone multi-frequency signal of the phone. Enable the smart guide. After startup, the visual information content of the service number is automatically displayed on the smart terminal screen. At the same time, the information required by the service is input through the touch interface, and the telephone signal control is performed. Step 4: When the user hangs up During the call, the signal is processed synchronously with the RTC server through the SIP application server, and the smart guidance mode on the RTC user terminal will also end. For example, the smart guidance service method supported by the IMS and the smart terminal technology described in the ninth application of the patent scope, wherein the smart guide RTC user terminal program uses the user's smart terminal system through the corresponding application program. Market to install. For example, the smart guidance service method supported by the IMS and the smart terminal technology described in claim 9 of the patent application, wherein the first step is to establish a telephone number association when using the smart-guided RTC user terminal program for the first time. The RTC server will perform the verification process and save the associated information of the terminal. The verified RTC user terminal has the use of the smart guidance service. For example, the smart guiding service method supported by the IMS and the smart terminal technology described in claim 9 is the third step, when the smart guiding mode is enabled, the SIP application server dials according to the user. The service number is used to determine the corresponding service information website and transmitted to the RTC server, and the RTC server pushes the information to the RTC user terminal on the smart terminal, and the RTC user terminal receives the push broadcast. After the message, the smart terminal is automatically woken up and the specified service information URL content is presented. In addition to the original telephone communication, the smart guidance method additionally provides a touch screen, which enables the user to have visual communication related to telephone communication. Information application service. For example, the smart guiding service method supported by the IMS and the smart terminal technology described in the ninth application patent scope, wherein the fourth step is a signal that the SIP application server performs the end call when the user hangs up the call to end the service. Processing, at this time, the message that the user's call state has ended is sent to the RTC server, and the RTC server pushes the information to the RTC user terminal on the smart terminal to end the smart guide mode. . The smart guiding service method supported by the IMS and the smart terminal technology, as described in claim 11, wherein the RTC user terminal program is based on whether the smart terminal has a mobile phone, wherein the method for verifying whether the mobile phone is available :a. If the smart terminal has a mobile phone, the smart guide RTC user terminal program will use the mobile door number to perform the phone association verification mechanism when the first execution is performed, and the RTC server receives the verification request of the terminal program. After the verification code is generated, the verification code message is sent to the door number through the mobile newsletter server, and the RTC user terminal uses the short message code to verify the phone number association; b. if the smart terminal does not have a mobile phone, the user needs to The RTC user terminal program inputs the telephone door number, and then dials the telephone number specified by the RTC user terminal program through the door number to perform the verification operation within a specified time. If the call of the to-be-verified door number is received within the time, the The SIP application server will notify the RTC server that the user has completed the dial verification action. For example, the smart guidance service method supported by the IMS and the smart terminal technology described in claim 9 of the patent scope, wherein the IVR service mode is not limited to the use of the NGN and the IMS gate number, and all the IVRs belonging to the telephone communication system Service numbers are seamlessly linked to effectively extend their service resources. The smart guidance service method supported by the IMS and the smart terminal technology described in claim 12, wherein the smart guidance mode provides a visual application operation information service related to the telephone communication at the action stage, The visual operation system includes one, a plurality or all of video, audio, image, animation, and text, and the telephone communication in the active stage refers to the information provided by the smart guide to the conversation phase that the user is using, and the information provided through the wisdom guide. Operations to affect their communication behavior.