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Ring tone recognition method and system for call center system

A call center and recognition method technology, applied in the field of communication, can solve the problems of low recognition accuracy and recognition efficiency, slow recognition speed, etc., and achieve the effect of small calculation amount and improved recognition efficiency.

Active Publication Date: 2016-09-28
BEIJING RONGLIAN YITONG INFORMATION TECH CO LTD
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AI Technical Summary

Problems solved by technology

[0006] In view of the above analysis, the present invention aims to provide a ring tone recognition method and system of a call center system, in order to solve the problems of low recognition accuracy, low recognition efficiency and slow recognition speed in existing methods

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  • Ring tone recognition method and system for call center system
  • Ring tone recognition method and system for call center system
  • Ring tone recognition method and system for call center system

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specific Embodiment 1

[0043] Specific embodiment one, discloses a kind of ring tone recognition method of call center system, and take 5 seconds speech segment as example, as figure 1 As shown, it specifically includes the following steps:

[0044]Step S1, the call center system retrieves the phone number from the call list as the called user, calls the called user, and establishes a voice channel between the call center system and the called user.

[0045] Step S2, first carry out fax machine identification, specifically,

[0046] The call center system initiates a fax request, and initiates a fax media stream negotiation and establishment request to the called user through a SIP re-INVITE message, wherein the re-INVITE message contains an SDP offer describing the fax capability;

[0047] The called user completes the fax capability negotiation with the call center system by returning a 200 message with SDP (answer) content;

[0048] The call center system parses the content of the SDP (answer),...

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Abstract

The invention relates to a ring tone recognition method and system for a call center system. The method comprises the steps of firstly, calling the input telephone number; then, initiating a fax request to a called user, and preliminarily recognizing a fax machine via SDP (Session Description Protocol) analysis; recognizing a ring tone state, wherein based on an audio fragment within 5 seconds after calling, the ring state before the called user answers being standard ring-back tone or color ring tone is recognized; and after the called user hooks off, recognizing fax machine off-hook, automatic responder off-hook, natural person off-hook and get-through nobody answer based on voice analysis of a voice fragment after off-hook answer. By adopting the method, the number state and the terminal type can be accurately recognized, the calculation quantity of ring tone state recognition is reduced, the recognition result is quickly given, and the recognition efficiency is improved.

Description

technical field [0001] The invention relates to the communication field, in particular to a method and system for identifying ringtones in a call center system. Background technique [0002] The existence of unavailable numbers reduces the work efficiency of the call center agents, and the resources are seriously wasted, which brings troubles to both the call center agents and the business owners. With the continuous maturity of the call center market, the inbound business is basically saturated, and the volume of outbound business is increasing. How to accurately identify and screen outbound numbers (number washing) to improve dialing efficiency has become an outbound call center. important issues that need to be addressed. [0003] The state identification in the call is divided into the state of the called party ringing before answering and the terminal category after answering; the state of the called party ringing before answering is further divided into: shutdown, sto...

Claims

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Application Information

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IPC IPC(8): H04M3/42H04M3/493H04M3/537H04M5/04
CPCH04M3/42H04M3/4936H04M3/537H04M5/04
Inventor 董世宁
Owner BEIJING RONGLIAN YITONG INFORMATION TECH CO LTD
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