3 results about "Computer telephony integration" patented technology

The invention provides a telephone traffic resource sharing method, a telephone traffic resource sharing device and a communication system. The telephone traffic resource sharing method is realized through a telephone traffic resource sharing device arranged in front of a computer telephony integration (CTI) module of each telephone traffic center, and the telephone traffic resource sharing comprises the following steps: in response to an incoming call request of a user, reading real-time hardware resource data and real-time seat resource data corresponding to a plurality of telephone traffic centers; determining a first target telephone traffic center for processing the incoming call request according to the real-time hardware resource data and the real-time seat resource data corresponding to the plurality of telephone traffic centers, wherein the first target telephone traffic center is a current telephone traffic center, an outer area telephone traffic center or a telephone traffic center of other systems in the area; and sending the incoming call request to the first target telephone traffic center for processing. According to the embodiment of the invention, the load of each telephone traffic center can be balanced, and the processing efficiency of the incoming call request of the user is improved.

The application provides a method and an electronic device for realizing computer telephone integration, which comprises the following steps: establishing a media-free INVITE request by injecting a media negotiation skip flag in an INVITE session creation interface and filling a system state query XML document of a CTI protocol specification in an INVITE request body, wherein the media-free INVITE request does not carry an SDP media description; multiplexing the media-free INVITE request as the first step of a CTI handshake step, using a SIP session established by the media-free INVITE request as a CTI persistent control channel, and transmitting a CTI control instruction encoded by a CSTA XML in the SIP session through a SIP INFO method. By using the technical scheme, a persistent CTI control channel independent of a media stream can be established in a SIP protocol framework, complete decoupling of a control plane and a media plane is realized, and media resource overhead required for maintaining CTI monitoring in a no-call scenario is completely eliminated.

We provide a CTI (Computer Telephony Integration) system that combines AI-powered voice conversion control and customer information analysis to assist with making calls or to perform AI-powered automated calling and response. [Solution] In a cloud-based or on-premise CTI system, a customer information acquisition mechanism acquires industry, company size, job title, past call results, etc., and an analysis engine analyzes performance indicators for each voice conversion mode and recommends the optimal mode. The voice conversion engine can convert and output operator voice or AI-generated voice in real time and conducts calls according to the recommended mode. Furthermore, a learning mechanism analyzes the call results, and the analysis engine continuously improves the accuracy of voice mode recommendations, thereby achieving uniformity in call quality and improved call outcomes through optimal voice quality and speaking style according to customer attributes.