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Call system and method

A call system and a unified technology, applied in the field of communication, can solve problems such as the complexity of the call system invoking business capabilities, and achieve the effect of reducing development difficulty and complexity

Active Publication Date: 2016-03-30
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0016] The main purpose of the present invention is to provide a call system and method to at least solve the problem that the above-mentioned call system calls the service capability process is relatively complicated

Method used

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  • Call system and method

Examples

Experimental program
Comparison scheme
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Embodiment 2

[0050] This embodiment provides a calling method. In the calling system applied in this embodiment, a general service engine calling function entity is added. This functional entity can provide an open interface to related functional entities in the calling system. This embodiment has combined above-mentioned embodiment and wherein preferred implementation mode, and this method comprises:

[0051] Step 1: The corresponding function implementation in the call system invokes the corresponding service capability to the general service engine call function entity based on this interface.

[0052] Preferably, when the calling system invokes the capability of the functional entity to invoke the service engine to the general service engine, the invoked service parameters include: target engine name and core engine parameters. The core engine parameters refer to parameters of services only related to the engine. For example, when the location service engine is called, the core engin...

Embodiment 3

[0066] This embodiment provides a calling method. This embodiment combines the above-mentioned embodiments and preferred implementation modes therein. In this embodiment, the NGN network receives the user's call request, and then the NGN routes the call to the computer telephony integration function entity, and then forwarded to the computer telephony integration functional entity, and then the computer telephony integration functional entity makes a business call, and call processing, Figure 5 is the flow of the call method according to the preferred embodiment of the present invention Figure 1 ,Such as Figure 5 As shown, the method includes:

[0067] Step S502: The NGN network forwards the received call request from the user to the computer telephony integration functional entity, and then forwards it to the computer telephony integration, and then proceeds to the next step of business processing.

[0068] Step S504: The computer-telephony integration functional entity ...

Embodiment 4

[0075] This embodiment provides a calling method. This embodiment combines the above-mentioned embodiments and the preferred implementation modes therein. In this embodiment, when an agent provides a call service to a customer, the agent requests the call system to call other Operational capacity, Figure 6 is the flow of the call method according to the preferred embodiment of the present invention Figure II ,Such as Figure 6 As shown, the method includes:

[0076] Step S602: A call session service already exists or is maintained between the computer telephony integration functional entity and the agent.

[0077] Step S604: the agent needs to invoke an additional service capability, so a request message is sent to the computer telephony integration functional entity, requesting to invoke the corresponding target service capability set.

[0078] Step S606: The computer telephony integration functional entity requests the unified service capability invocation functional en...

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PUM

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Abstract

The invention discloses a calling system and a method. The system comprises a calling function module set and a unified service capability invoking functional entity, wherein the calling function module set is used for sending an invoking service capability request message to the unified service capability invoking functional entity; the invoking service capability request message carries a target service capability indication and a key parameter for invoking the target service capability; and the unified service capability invoking functional entity is used for receiving the invoking service capability request message and invokes target service capability according to the service capability request message. According to the calling system and the method, the complexity for the calling system in the realization of various service capabilities is lowered.

Description

technical field [0001] The present invention relates to the communication field, in particular to a calling system and method. Background technique [0002] For an enterprise, how to organically combine customers and the enterprise, so that users feel that they are under the attention of the enterprise, that the products and services provided by the enterprise are specially customized for them, and how to continuously improve the service that makes them feel satisfied, is a key issue. An important factor for a business to succeed in today's market. Whether you can handle the relationship with customers well and connect customers and enterprises organically has become the key to the success of an enterprise. The customer service center is to build a bridge between enterprises and customers. [0003] Call Center, also known as Customer Contact Center, provides users with voice, data, video and other service means to help enterprises complete customer service, marketing, techn...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/50
Inventor 李会游波李伟华郭军伟
Owner ZTE CORP