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1. CN105933555 - Method, system and related device for communicating with call center

Office Chine
Numéro de la demande 201610409850.6
Date de la demande 12.06.2016
Numéro de publication 105933555
Date de publication 07.09.2016
Type de publication A
CIB
H04M 3/51
HÉLECTRICITÉ
04TECHNIQUE DE LA COMMUNICATION ÉLECTRIQUE
MCOMMUNICATIONS TÉLÉPHONIQUES
3Centraux automatiques ou semi-automatiques
42Systèmes fournissant des fonctions ou des services particuliers aux abonnés
50Dispositions centralisées pour répondre aux appels; Dispositions centralisées pour enregistrer des messages pour abonnés absents ou occupés
51Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04L 29/06
HÉLECTRICITÉ
04TECHNIQUE DE LA COMMUNICATION ÉLECTRIQUE
LTRANSMISSION D'INFORMATION NUMÉRIQUE, p.ex. COMMUNICATION TÉLÉGRAPHIQUE
29Dispositions, appareils, circuits ou systèmes non couverts par un seul des groupes H04L1/-H04L27/135
02Commande de la communication; Traitement de la communication
06caractérisés par un protocole
H04L 29/12
HÉLECTRICITÉ
04TECHNIQUE DE LA COMMUNICATION ÉLECTRIQUE
LTRANSMISSION D'INFORMATION NUMÉRIQUE, p.ex. COMMUNICATION TÉLÉGRAPHIQUE
29Dispositions, appareils, circuits ou systèmes non couverts par un seul des groupes H04L1/-H04L27/135
12caractérisés par le terminal de données
CPC
H04L 61/3085
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
61Network arrangements or network protocols for addressing or naming
30Arrangements for managing names, e.g. use of aliases or nicknames
306Name types
3085Session initiation protocol [SIP] uniform resource identifier [URI]
H04L 65/1006
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
65Network arrangements or protocols for real-time communications
10Signalling, control or architecture
1003Signalling or session protocols
1006SIP
H04M 3/51
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention ; , e.g. call or contact centers for telemarketing
H04M 3/5191
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention ; , e.g. call or contact centers for telemarketing
5183Call or contact centers with computer-telephony arrangements
5191interacting with the Internet
H04L 65/1083
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
65Network arrangements or protocols for real-time communications
10Signalling, control or architecture
1066Session control
1083In-session procedures
H04L 65/4007
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
65Network arrangements or protocols for real-time communications
40Services or applications
4007Services involving a main real-time session and one or more additional parallel sessions
Déposants TENCENT TECHNOLOGY (SHENZHEN) CO., LTD.
Inventeurs LIN YUZHANG
Titre
(EN) Method, system and related device for communicating with call center
(ZH) 一种与呼叫中心的通信方法、系统及相关装置
Abrégé
(EN)
The embodiment of the invention discloses a method, a system and a related device for communicating with a call center, applied to the field of communication technologies. An audio-video client receives a first-level voice menu sent by the call center via a network session connection, looks up a first visual menu corresponding to the first-level voice menu according to the correspondence between the visual menus and voice menus of the call center, and displays the first visual menu. Therefore, instead of listening and operating the voice menu to achieve the communication with the call center, the user can directly operate the first visual menu to achieve the communication with the call center, and during the communication process, the user can relatively intuitively operate the menu provided by the call center, thus bringing great convenience to user operation. Furthermore, the method provided by the embodiment of the invention can be compatible with the call centers of the existing multiple enterprises.

(ZH)
本发明实施例公开了与呼叫中心的通信方法、系统及相关装置,应用于通信技术领域。音视频客户端会通过网络会话连接接收呼叫中心发送的第一层级语音菜单,根据该呼叫中心的可视化菜单与语音菜单的对应关系查找到第一层级语音菜单对应的第一可视化菜单,并展示该第一可视化菜单。这样用户可以直接对第一可视化菜单进行操作,实现与呼叫中心的通信,在这个通信过程中,用户可以比较直观地对呼叫中心提供的菜单进行操作,而不是通过接听并操作语音菜单以实现与呼叫中心的通信,极大地方便了用户操作。且本实施例中的方法可以兼容现有的多个企业的呼叫中心。