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Method for service switching in interactive voice answer system

An interactive voice and response system technology, applied in the field of communication, can solve problems such as data loss and service quality degradation, and achieve the effect of smooth switching

Active Publication Date: 2009-02-18
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
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AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to overcome the problems existing in the prior art, such as data loss and service quality reduction caused by interrupting existing calls and suspending service processes, in order to propose a new service that can automatically switch to a new service without interrupting the original service. Service switching method in the IVR system

Method used

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  • Method for service switching in interactive voice answer system
  • Method for service switching in interactive voice answer system
  • Method for service switching in interactive voice answer system

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Embodiment Construction

[0020] The method of the present invention will be further described below.

[0021] The method for realizing service switching in the IVR system proposed by the present invention automatically switches to a new service without interrupting the original service, does not interrupt the existing call, and does not interrupt the operation of the service, ensuring uninterrupted service switch. This service switching technology is called service soft switching technology.

[0022] The existing business switching method (hard switching method) is as attached figure 1 As shown, when the IVR system needs to switch to a new service, proceed according to the following processing flow:

[0023] (1) Wait for the session to end or forcibly interrupt the existing session. At this time, the system cannot access a new session. If forcibly interrupted, the time is negligible. If waiting for the session to end, assume that the waiting time is T1;

[0024] (2) After all the existing sessions ...

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Abstract

The invention discloses a business switching method for IVR system of communication filed. The method comprises the steps as follow: new business data which are loaded for cache storage are increased, while the primary business data are remained synchronously; the new conversations are entered into a new flow after completing loading the new business, while the conversions which are entered into the primary business flow are remained; the new business flow and the primary business flow are operated in parallel, and then are completely switched into the new business flow after finishing the conversations entering into the primary business flow, thereby ensuring the uninterruptedly stable switching of business. The invention also can be used to automatically remain the primary business and to prevent the system from intermitting services when the new business flow fails to be loaded.

Description

technical field [0001] The invention relates to the communication field, in particular to a service switching method in an Interactive Voice Response System (IVR, InteractiVe Voice Response System) of a network communication system. Background technique [0002] With the increasingly widespread application of communication technology in various fields of society, people's requirements for communication are no longer satisfied with simple calls, and it has become an effective means for enterprises to improve service quality for customers. The IVR system is produced and widely used under such demands. In the IVR system, service is a very important content. The service refers to the service provided in the Interactive Voice Response System (hereinafter referred to as the IVR system). An IVR system can provide different services at the same time. Generally, One service corresponds to one access number, such as 114, 10000, and 95599. [0003] In the existing IVR system, due to ...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/493H04M3/42
Inventor 刘斌
Owner ZTE CORP
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