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System and method for supporting telephone application function by computer in IP network

A technology of IP network and application function, which is applied in the field of communication to achieve the effects of saving investment, obvious economic and social benefits, and improving user satisfaction and network connection rate

Active Publication Date: 2009-06-24
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In order to overcome the shortcomings of the existing technology that the CSTA function cannot be realized in the IP network

Method used

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  • System and method for supporting telephone application function by computer in IP network
  • System and method for supporting telephone application function by computer in IP network
  • System and method for supporting telephone application function by computer in IP network

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Embodiment Construction

[0021] The method of the present invention will be specifically described below in conjunction with the accompanying drawings and specific embodiments.

[0022] In order to implement the call center on the IP network, a method and system for implementing CSTA on the IP network is designed: CCS, which is used to complete the control signaling and voice media flow in the customer service system, and at the same time provide the CTI interface.

[0023] The method and system for realizing the CSTA based on the IP network in the present invention include the CCS system, the SIP module, the MGCP module, the CC (Call Control, call control) module, and the CSTA module.

[0024] The SIP module completes the standard SIP protocol and provides the function of the call interface; the MGCP module completes the standard MGCP protocol and provides the function of the voice stream interface; the CC module completes the function of the voice channel call and obtains / changes the voice stream; th...

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PUM

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Abstract

The invention discloses a system and method for realizing computer-supported telephone application functions in an IP network. The system includes a session initiation protocol module, a media gateway control protocol module, a call control module and a computer support telephone application module; the session initiation protocol module Complete the function of the standard session initiation protocol and provide the call interface; the media gateway control protocol module completes the standard media gateway control protocol and provide the function of the voice stream interface; the call control module completes the function of the channel call and obtains / changes the voice stream ; The computer-supported telephone application module interacts with the call control module, and provides a standard computer-supported telephone application interface. The invention can establish the customer service system on the IP network on the basis of keeping the flow of the original customer service system unchanged, thereby saving investment, improving service user satisfaction and network connection rate, and having obvious economic and social benefits.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a method for controlling the call path and signaling of a call center system by using a softswitch system. Background technique [0002] Communication technology has been increasingly widely used in various fields of society. With the intensification of competition among telecom operators, providing customers with better services has become the core means of competition. Among them, the establishment of call centers with perfect service capabilities is the method adopted by almost all operators. At the same time, companies in industries including finance and electric power also need call centers to improve customer satisfaction and thus enhance their own reputation. Competitiveness. The call center, also known as the customer service system, is an information system used to provide users with multiple access methods such as telephone, fax, and e-mail, and is mainly used to...

Claims

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Application Information

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IPC IPC(8): H04L29/06
Inventor 王文渊黄锐
Owner ZTE CORP
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