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1. EP3471387 - PROCÉDÉ, DISPOSITIF ET SYSTÈME PERMETTANT DE COMMUNIQUER AVEC UN CENTRE D'APPELS

Office Office européen des brevets (OEB)
Numéro de la demande 17812679
Date de la demande 12.06.2017
Numéro de publication 3471387
Date de publication 17.04.2019
Type de publication A4
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 29/12
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 TECH SHENZHEN CO LTD
Inventeurs LIN YUZHANG
QIU LING
LU KUN
JIN XIN
LIU HAO
YAN XIANQING
LI FENG
ZUO XIAOXIANG
États désignés
Données relatives à la priorité 201610409850 12.06.2016 CN
2017087954 12.06.2017 CN
Titre
(DE) VERFAHREN, VORRICHTUNG UND SYSTEM ZUR KOMMUNIKATION MIT EINEM CALLCENTER
(EN) METHOD, DEVICE AND SYSTEM FOR COMMUNICATING WITH CALL CENTER
(FR) PROCÉDÉ, DISPOSITIF ET SYSTÈME PERMETTANT DE COMMUNIQUER AVEC UN CENTRE D'APPELS
Abrégé
(EN)
The invention provides a method, device and system for communicating with a call center. An audio and video client receives, through a network session connection, a voice menu in first hierarchy sent by the call center, searches a first visualized menu corresponding to the voice menu in first hierarchy according to a correspondence between the visualized menu and the voice menu of the call center, and displays the first visualized menu. Hence, a user can communicate with the call center by directly operating the first visualized menu; and in the whole communication process, the user can communicate with the call center by visually operating the menu provided by the call center instead of receiving and operating the voice menu, thus facilitating the operation of the user.