WO2010135880A1

WO2010135880A1 - Interactive voice response system and realization method thereof

Info

Publication number: WO2010135880A1
Application number: PCT/CN2009/073886
Authority: WO
Inventors: 陶志平; 周志军
Original assignee: 中兴通讯股份有限公司
Priority date: 2009-05-27
Filing date: 2009-09-11
Publication date: 2010-12-02
Also published as: CN101567944A; BRPI0924906A2

Abstract

An interactive voice response system and a realization method thereof are provided. The method includes that: after receiving the call request, the IVR system queries the user information of the user in an online charging system according to the user identify in the call request, obtains an IVR function menu customized for the user according to the user information, and provides various function services in the IVR function menu for the user.

Description

Interactive voice response system and implementation method thereof

Technical field

The present invention relates to the field of telecommunications, and in particular to an interactive voice response system and a method for realizing the same.

Background technique

At present, there are mainly three types of networks in the communication system, CDMA (Code Division Multiple Access) network, GSM (Global System for Mobile Communications) network, and PSTN (Public Switched Telephone Network). Switched telephone network) network. For operators of multi-network operation, an IVR system (Interactive Voice Response) is required for each of the three network types, that is, three sets of IVR systems of different network types are used, and each set of IVRs There are also inconsistencies in the function menus in the system, which greatly increases the R&D and maintenance costs of the operators, increases the difficulty of maintenance, and reduces the flexibility of configuration.

Summary of the invention

The technical problem to be solved by the present invention is to provide an interactive voice response system and an implementation method thereof, thereby reducing the research and development costs and maintenance costs of operators operating in multiple networks.

In order to solve the above problems, the present invention discloses an implementation method of an interactive voice response IVR system, including:

After receiving the call request of the user, the IVR system queries the user information of the user from the online charging system OCS according to the call request, and provides various functional services in the IVR system to the user.

Further, the call request includes a user identifier;

In the method, the user identifier in the call request in the IVR system queries the user information of the user from the online charging system OCS, and then obtains an IVR function menu customized for the user according to the user information. And providing the user with the following ^: various function services in the IVR function menu

Replacement page Business.

Further, the call request includes a user identifier and an access code for the user to access the IVR system;

In the method, the IVR system queries the user information of the user from the online charging system OCS according to the user identifier in the call request, and then customizes the user according to the access code and user information. The IVR function menu and provide the user with various functional services in the IVR function menu.

Further, in the foregoing method, the user information includes at least an access network type and a payment type of the user, where the access network type is a code division multiple access network, a global mobile communication network, or a public switched telephone network. The payment type is prepaid or postpaid.

Further, in the method, when the IVR system receives a call request initiated by a user of a different access network type, the access codes obtained for the user access are the same or different.

Further, in the method, the IVR system queries the user information of the user by sending a human-machine exchange language MML command carrying the user identifier to the OCS.

The invention also discloses an interactive voice response IVR system, which comprises an interconnected query module and a function service module, wherein:

The querying module is configured to: after receiving a call request of the user, query the user information of the user from the online charging system OCS according to the user identifier in the call request, and send the queried user information to the Functional monthly module;

The function service module is configured to receive user information sent by the query module, and obtain an IVR function menu customized for the user according to the user information, and provide the user with various functions in the IVR function menu. service.

Further, in the foregoing system, the user information includes at least an access network type and a payment type of the user, where the access network type is a code division multiple access network, a global mobile communication network, or a public switched telephone network. The payment type is prepaid or postpaid.

Further, the query module is further configured to send an access code for user access in the call request to the function service module; The function service module is further configured to acquire an IVR function menu customized for the user according to the access code and the user information.

Further, when the received call request is a call request initiated by a user of a different access network type, the access codes used for user access in the received call request are the same or different.

Further, the query module queries the user information of the user by sending a human-machine exchange language MML command carrying the identifier of the user to the OCS.

The technical solution of the invention substantially reduces the investment cost of the operator, and lays a foundation for the operator to quickly launch the business and improve the economic benefit of the operation.

BRIEF abstract

1 is a schematic structural diagram of an IVR system in the embodiment;

Figure 2 is a flow chart of the operation of the IVR system shown in Figure 1.

Preferred embodiment of the invention

The core idea of the present invention is to provide a unified IVR for three networks, namely GSM network, CDMA network and PSTN network, under the OCS architecture, considering that the application of the Online Charging System (OCS) is more and more extensive. The system integrates different network users into the same IVR system to reduce the R&D and maintenance costs of operators operating in multiple networks, and can improve the flexible configuration of IVR functions. Specifically, the mobile terminal user can trigger the same IVR system through the access code, and then obtain the IVR function menu solution customized by the operator through different access codes, the user's access network type, and the user payment type. To provide users with a variety of IVR function services.

The technical solutions of the present invention are further described in detail below with reference to the accompanying drawings and specific embodiments.

An interactive voice response system, as shown in FIG. 1, includes a transceiver module, a query module, a function service module, and a storage module that are sequentially connected. The function of each module is described below. The transceiver module is configured to receive a call request, read a user identifier (for example, a number of the mobile terminal) from the call request, send the user identifier to the query module, and send the query message constructed by the query module to the OCS side. And receiving the query response returned by the OCS side, and sending the query response to the query module;

In other embodiments, the transceiver module further reads an access code for user access from the received call request, and sends the access code to the function service module, where the call request is of a different access network type. When the user initiates, the access codes read by the transceiver module may be the same or different.

The query module is configured to: according to the user identifier sent by the transceiver module, construct a query message, send the query message to the transceiver module, and also parse the query response sent by the transceiver module, and send the parsed user information to the function service module;

The user information includes at least the access network type and the payment type of the user, where the access network type is a code division multiple access network, a global mobile communication network, or a public switched telephone network, and the payment type is prepaid. Or pay later.

In this embodiment, the query message constructed by the query module is a human-machine exchange language MML command, and the command carries a user identifier.

The function service module is configured to obtain, according to the user information sent by the query module, the IVR function menu number and the corresponding function menu customized for the user from the storage module, and provide the user with various functional services in the IVR function menu;

In other embodiments, when the function service module receives the access code sent by the transceiver module, the function service module obtains the IVR function menu number customized for the user from the storage module in combination with the access code and the user information.

The storage module is configured to store an IVR function menu number customized by the operator for various users in advance; for example, the storage module may store the IVR function menu number and the corresponding IVR function menu according to the format shown in Table 2 in Table 1. IVR function menu number configuration

Table 2 IVR function menu configuration

The following describes the working process of the above IVR system, as shown in Figure 2, including the following steps: Step 201: Configure the corresponding IVR function menu for different users in the IVR system; In this step, the IVR system can follow Table 1 and Table The structure of 2 stores a variety of personalized IVR function menus customized by the operator for different users.

Step 202: The IVR system receives the call request, and reads the user identifier, that is, the number of the mobile terminal, etc.

In this step, the user initiates a call request through an access code for user access, and the IVR system can obtain the access code from the received call request, and the access code and network type will be used as the latter. The basis of the function menu and the function scheme is judged, wherein the access codes in the call requests initiated by the users of different access network types may be the same or different, that is, the CDMA network users and the GSM network use the access codes to access the IVR system.

Step 203: The IVR system queries the user information of the user from the OCS according to the user identifier. In this step, the IVR system sends a query request to the OCS through the MML command, where the user information includes at least the access network type and the payment type of the user, where The access network type is CDMA, GSM or PSTN, and the payment type is prepaid or postpaid;

Step 204: The IVR system receives the query result returned by the OCS, and obtains the access network type and the payment attribute of the user.

In other embodiments, when the operation of querying the network type and the payment type fails, the IVR system will not be able to obtain the user-defined function menu and function scheme, and perform call failure processing.

Step 205: The IVR system obtains an IVR function menu number according to the user information.

In other embodiments, the IVR system combines the access code to obtain the IVR function menu number based on the queried user network type and payment type.

Step 206: The IVR system obtains an IVR function menu customized for the user through the IVR function menu number, which may specifically include a user-defined menu function, a priority of the menu play, a function button number, and a function sound number.

Step 207: The IVR system enters a processing flow of the IVR function menu;

In this step, the IVR system performs the processing of the IVR function menu according to the prior art.

As can be seen from the foregoing embodiment, the technical solution of the present invention places the service users of the three access networks in the same IVR system, thereby reducing the hardware configuration of the SCP (Session Control Protocol) and simplifying the configuration. Business logic. At the same time, according to the needs of operators, personalized menu customization is achieved, which reduces the investment of operators, reduces the development and maintenance workload, and improves the economic benefits of operators.

The above is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Where in the spirit of the present invention All modifications, equivalents, improvements, etc., are intended to be included within the scope of the appended claims.

Industrial applicability

The technical solution of the present invention provides a unified interactive voice response IVR system for the GSM network, the CDMA network and the PST network under the framework of the online charging system, and integrates different network users into the same IVR system, thereby greatly reducing the operator's Investment costs, and laid the foundation for operators to quickly launch business and improve operational economic benefits

Claims

Claim

1. An interactive voice response implementation method of an IVR system, including:

2. The method of claim 1 wherein

The call request includes a user identifier;

The step of querying, by the IVR system, the user information of the user from the online charging system OCS according to the call request, and providing the user with various functional services in the IVR system, includes: the IVR system according to the The user identifier in the call request is queried from the online charging system OCS to the user information of the user, and then the IVR function menu customized for the user is obtained according to the user information, and the I is provided to the user. Various function services in the VR function menu.

3. The method of claim 1, wherein

The call request includes a user identifier and an access code for the user to access the IVR system; the IVR system queries the user information of the user from the online charging system OCS according to the call request, and The step of the user providing the various functional services in the IVR system includes: the IVR system querying the user information of the user from the online charging system OCS according to the user identifier in the call request, and according to the The code entry and user information acquires an IVR function menu customized for the user, and provides the user with various functional services in the IVR function menu.

4. The method of claim 2 or 3, wherein

The user information includes an access network type and a payment type of the user, and the access network type is a code division multiple access network, a global mobile communication network, or a public switched telephone network, and the payment type is prepaid or postpaid. .

5. The method of claim 4, wherein

When the access network types of the users are different, the access codes are the same or different.

6. The method of claim 2 or 3, wherein

The IVR system queries the user information of the user in the OCS according to the user identifier. The step is implemented by the IVR system sending a human-machine exchange language MML command carrying the user identifier to the OCS.

7. An interactive voice response IVR system, comprising an interconnected query module and a function service module, wherein:

The querying module is configured to: after receiving the call request of the user, query the user information of the user from the online charging system OCS according to the user identifier in the call request, and send the queried user information to the Functional service module;

The function service module is configured to receive user information sent by the query module, and obtain an IVR function menu customized for the user according to the user information, and provide the user with various functional services in the IVR function menu. .

8. The system of claim 7, wherein

9. The system of claim 8 wherein

The query module is further configured to send an access code for user access in the call request to the function service module;

The function service module is further configured to obtain an IVR function menu customized for the user based on the access code and the user information.

10. The system of claim 9, wherein

When the access network types are different, the access codes are the same or different.

11. The system of claim 7, wherein

The query module is further configured to query the user information of the user from the OCS by sending a human exchange language MML command carrying the user identifier to the OCS.