ParIayAPI based multimedia calling center system

A call center and call control technology, applied in the direction of automatic switching office, telephone communication, electrical components, etc., can solve the problems of inflexible business mode, limited user terminal type, limited bandwidth of call center, etc., and achieve flexible business development and expansion , Improve user satisfaction and market competitiveness

Active Publication Date: 2007-03-28
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] 3) The bandwidth of the call center based on the traditional telephone network is limited, and no further business expansion is possible
[0009] 4) The call center based on the traditional telephone network adopts the traditional intelligent network mode, and the signaling and voice channels are controlled through the telephone network, and the business mode is very inflexible
[0010] 5) The types of user terminals that can be accessed by traditional call centers are limited to fixed phones and mobile phones
[0011] At present, there is no technical disclosure of building a multimedia call center based on ParlayAPI

Method used

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  • ParIayAPI based multimedia calling center system

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Embodiment Construction

[0025] The system of the present invention proposes a multimedia call center system (MCCS) on the IP network, which can complete control signaling, voice, video media stream, and instant message of the call center. Various preferred embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

[0026] The realization of the multimedia call center system based on Parlay API in the present invention includes the following parts: Parlay gateway module; call control module; seat control module; media server module. As shown in Figure 1, the functions of each component of the ParlayAPI-based multimedia call center system are as follows:

[0027] The Parlay gateway module is used to complete the shielding of the underlying network access, while providing various capability sets to the application layer; the Parlay gateway module separates service provision from the bearer network, shields the protocol details of each bearer ne...

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Abstract

The invention discloses a multi-media calling central system based in ParlayAPI , including: -- Parlay gateway module; -- calling controlling module; --seat controlling module; --media server module. Parlay gateway module is used to make the calling orders communicate with flexible exchanger and relative media exchanger connects with flexible exchanging and media server module. And calling controlling module is used to deliver controlling orders and to get the despondence connects with Parlay gateway module. When the seats controlling module connects with the calling controlling module, which is used to exchange the messages with controlling module under CSTA deliberation.

Description

technical field [0001] The present invention relates to a call center system, in particular to a multimedia call center system which utilizes the capability set provided by the Parlay gateway to access and control video, voice and instant messages. Background technique [0002] The call center in the prior art is an information system used to provide users with multiple access means such as telephone, fax, and e-mail, and is mainly used to deal with requests, questions, complaints, suggestions and inquiries from users to enterprises. 1860 in the financial industry, 95555 in the financial industry, etc. At present, the call center is implemented based on the traditional telecommunication network. A user reaches the program-controlled switch in the area through the telephone line, and the program-controlled switch of the end office reaches the switch where the call center is located through the trunk line to realize the call and consultation between the user and the operator. ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523
Inventor 王文渊
Owner ZTE CORP
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