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Voice prompt playing method and equipment for interactive voice response (IVR) call

An interactive voice and voice prompt technology, applied in the field of communication, can solve the problems of affecting voice quality and other business data transmission, network congestion, occupying a lot of system resources, etc. Effect

Active Publication Date: 2013-10-23
NEW H3C TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0012] (1) When a large number of prompts pass through a WAN link with limited bandwidth, it will cause network congestion and affect the voice quality and transmission of other business data
[0013] (2) Playing the prompt tone will occupy a large amount of system resources, resulting in a limited number of simultaneous calls processed by the headquarters IVR server

Method used

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  • Voice prompt playing method and equipment for interactive voice response (IVR) call
  • Voice prompt playing method and equipment for interactive voice response (IVR) call
  • Voice prompt playing method and equipment for interactive voice response (IVR) call

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Embodiment Construction

[0041] Embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

[0042] The present invention provides a method for playing voice prompts in an IVR call. The method is applied to an IVR call system including a head office and at least one branch office. An IVR server is set in the head office, and a voice gateway is set in each branch office. The users in each branch access the IVR server of the headquarters through the voice gateway of each branch and through the WAN link. In the present invention, the voice gateway can negotiate with the IVR server, and the voice file is synchronized from the IVR server to the voice gateway of each branch, and the voice prompt is played to the user by the voice gateway, thereby reducing the bandwidth occupation of the wide area network and reducing the IVR server The number of times the prompt tone is played to improve the processing capacity of the IVR server.

[0043] Since the...

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PUM

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Abstract

The invention discloses a voice prompt playing method and voice prompt playing equipment for an interactive voice response (IVR) call. The method comprises that: an IVR server transmits the identification information of a voice file to be played to a voice gateway; and when the voice gateway does not have the voice file corresponding to the identification information, the IVR server receives a message indicating the inexistence of the voice file from the voice gateway, plays a voice prompt to a user by a real-time transport protocol (RTP) channel between the voice gateway and the IVR server, and transmits the voice file corresponding to the identification information to the voice gateway. By the method and the device, the occupied bandwidth of a wide area network is reduced, and the processing capability of the IVR server is improved.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a voice prompt playing method and device in an interactive voice response IVR call. Background technique [0002] With the development of the global economy, the company's organizational structure continues to be dispersed. Many companies have offices around the world and have their own customers. According to statistics, more than 67% of employees work in locations other than the headquarters. With the continuous increase of enterprise applications, a large amount of data (including voice, video, graphics or image files) is transmitted between the branch and the headquarters. [0003] However, the bandwidth of the WAN is much different from that of the LAN. A dedicated line connecting an enterprise branch is only equivalent to one-thousandth of a gigabit internal network based on the bandwidth of a T1 line. Different from other types of data, voice has very high real-tim...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/493H04L29/06
Inventor 田小强
Owner NEW H3C TECH CO LTD