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Multimedia call center system based on SIP (Session Initialization Protocol)

A SIP protocol, call center technology, applied in transmission systems, electrical components, special services for subscribers, etc., can solve the problem that the call center cannot be displayed, and achieve the effect of improving fine management, improving efficiency, and increasing friendly experience.

Active Publication Date: 2015-01-21
携程旅游信息技术(上海)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to provide a multimedia call center based on the SIP protocol (Session Initiation Protocol) in order to overcome the defect that the call center in the prior art cannot quickly perform corresponding display according to the user's needs and realize the interaction with the user system

Method used

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  • Multimedia call center system based on SIP (Session Initialization Protocol)
  • Multimedia call center system based on SIP (Session Initialization Protocol)
  • Multimedia call center system based on SIP (Session Initialization Protocol)

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Embodiment Construction

[0027] The present invention is further illustrated below by means of examples, but the present invention is not limited to the scope of the examples.

[0028] Such as figure 1 As shown, the multimedia call center system based on the SIP protocol of the present invention includes a session border controller 1 , a softswitch server 2 , an automatic call distribution server 3 and a customer service agent server 4 .

[0029] Wherein, the session border controller 1 (Session Borden Controller, SBC) is used to connect the internal deployment telephone network to the data center portal through a dedicated public WAN connection, and the session border controller 1 is located at the edge of the internal deployment IP network, using Digital certificates encrypt all communications between the user and the on-premises organization, establishing trust and ensuring mutual transport layer security.

[0030] The softswitch server 2 is located at the network control layer, and can realize th...

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Abstract

The invention discloses a multimedia call center system based on an SIP (Session Initialization Protocol). The multimedia call center system comprises a session border controller, a soft switching server, an automatic call distribution server and a customer service proxy server, wherein the session border controller is used for connecting an internal deployment telephone network to a data center portal through WAN (Wide Area Network) connection; the soft switching server is positioned on a network control layer and is used for providing a call control function and media processing phase separation by utilizing programmable control software based on a packet network; the automatic call distribution server is used for automatically distributing calls entering the system onto a specific packet of the customer service proxy server so as to realize the optimal response of the accessed calls; the soft switching server comprises a process control unit and is used for carrying out structured query on user's speech input through automatic speech recognition and structured text parsing to obtain structured query results. The multimedia call center system has the benefits that the maneuverability of mobile application is enhanced, and the customer satisfaction degree is improved.

Description

technical field [0001] The invention relates to the wireless application field in the mobile Internet, in particular to a multimedia call center system based on the SIP protocol. Background technique [0002] With the popularization of mobile terminals and the rise of IOS, Android, and Windows Phone (all of which are operating systems of mobile terminals such as mobile phones), more and more mobile applications have been developed. At the same time, the new-generation call center system can also achieve better interaction with customers through richer multimedia channels on the mobile terminal, because the new-generation call center uses various methods such as VoIP telephone (Internet telephone), computer, fax machine, mobile phone, etc. The access of various communication methods such as short message, WAP (Wireless Application Protocol), pager, and e-mail has enhanced the business processing scope of the call center. Carry out richer and more effective interactions, and ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50H04L29/06
Inventor 黄鸣梁星元魏岩
Owner 携程旅游信息技术(上海)有限公司
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