阅读说明：本技术 呼叫结果获取方法、系统、ivr设备和计算机可读存储介质 (Call result acquisition method, system, IVR equipment and computer readable storage medium ) 是由 游波 于 2018-08-08 设计创作，主要内容包括：本发明实施例公开了一种呼叫结果获取方法、系统、IVR设备及计算机可读存储介质，涉及通信技术领域。其中方法包括：若接收到呼叫终端发送的呼叫请求，则通过语音网关和被叫终端所在的运营商网络呼叫被叫终端，所述呼叫请求中携带有被叫终端的通信号码；控制媒体服务器接收所述运营商网络根据本次呼叫结果经由所述语音网关返回的语音媒体流；控制所述媒体服务器连接语音识别引擎，以识别所述语音媒体流对应的呼叫结果；其中所述语音识别引擎中存储有各种呼叫结果对应的语音波形文件；接收所述媒体服务器返回的所述语音识别引擎识别出的呼叫结果，将所述呼叫结果返回至所述呼叫终端。本发明实施例可以提高呼叫结果识别的精确度。(The embodiment of the invention discloses a method and a system for obtaining a call result, IVR equipment and a computer readable storage medium, relating to the technical field of communication. The method comprises the following steps: if a calling request sent by a calling terminal is received, calling the called terminal through an operator network where a voice gateway and the called terminal are located, wherein the calling request carries a communication number of the called terminal; the control media server receives the voice media stream returned by the operator network through the voice gateway according to the call result; controlling the media server to connect with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results; and receiving a call result which is returned by the media server and recognized by the voice recognition engine, and returning the call result to the calling terminal. The embodiment of the invention can improve the accuracy of call result identification.)

1. A method for obtaining a call result, the method comprising:

if a calling request sent by a calling terminal is received, calling the called terminal through an operator network where a voice gateway and the called terminal are located, wherein the calling request carries a communication number of the called terminal;

the control media server receives the voice media stream returned by the operator network through the voice gateway according to the call result;

controlling the media server to connect with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results;

and receiving a call result which is returned by the media server and recognized by the voice recognition engine, and returning the call result to the calling terminal.

2. The method of claim 1, wherein before the controlling media server receives the voice media stream returned by the operator network via the voice gateway according to the call result, the method further comprises:

receiving a call signaling returned by the operator network through the voice gateway according to the call result, and judging whether the call is connected according to the call signaling;

if the call is not connected, judging whether the call signaling carries a reason for not connection, if not, entering a step of receiving a voice media stream returned by the operator network through the voice gateway according to the call result by the control media server;

if the call is connected, judging whether the call signaling carries a connection reason, if not, entering a step of receiving the voice media stream returned by the operator network through the voice gateway according to the call result by the control media server.

3. The method of claim 2, wherein if the call is not connected, the controlling the media server to receive the voice media stream returned by the operator network via the voice gateway according to the call result comprises:

receiving a notice of preparing to play announcement sent by the operator network through the voice gateway;

and controlling the voice gateway to receive the announcement sent by the operator network according to the notification, and sending the announcement to the media server.

4. The method as claimed in claim 3, wherein if the current call is not connected, the controlling the media server to connect to a speech recognition engine to recognize the call result corresponding to the speech media stream comprises:

and controlling the media server to be connected with the voice recognition engine, and carrying out waveform feature matching on the announcement according to waveform files corresponding to various call non-connection reasons stored in the voice engine to recognize the type of the call non-connection reason.

5. The method of claim 2, wherein if the call is connected, the controlling media server receiving the voice media stream returned by the operator network via the voice gateway according to the call result comprises:

receiving a notice that the call sent by the operator network through the voice gateway is connected;

and controlling the voice gateway to receive the prompt tone of the advertised terminal side issued by the operator network according to the notification, and sending the prompt tone to the media server.

6. The method as claimed in claim 5, wherein if the call is connected, the controlling the media server to connect to a speech recognition engine to recognize the call result corresponding to the speech media stream comprises:

and controlling the media server to be connected with the voice recognition engine, and performing waveform feature matching on the prompt tone according to waveform files corresponding to various call connection reasons stored in the voice engine to recognize the type of the call connection reason.

7. The call result acquisition method of claim 6, wherein the call result acquisition method further comprises:

and if an identification result of the waveform file which is returned by the media server and is not matched with the waveform characteristics of the prompt tone is received, identifying the calling result as real person answering.

8. A call result acquisition system, comprising:

the system comprises a call processing unit, a call processing unit and a call processing unit, wherein the call processing unit is used for calling a called terminal through a voice gateway and an operator network where the called terminal is located if receiving a call request sent by the call terminal, and the call request carries a communication number of the called terminal;

a voice receiving control unit, configured to control the media server to receive a voice media stream returned by the operator network via the voice gateway according to the call result;

the voice recognition control unit is used for controlling the media server to be connected with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results;

and the call result acquisition unit is used for receiving the call result which is returned by the media server and identified by the speech recognition engine and returning the call result to the call terminal.

9. An IVR device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the computer program when executed by the processor implementing the steps of the call result acquisition method as claimed in any one of claims 1 to 7.

10. A computer-readable storage medium, having stored thereon a computer program which, when executed by a processor, carries out the steps of the call result acquisition method according to any one of claims 1 to 7.

Technical Field

The embodiment of the invention relates to the field of communication, in particular to a method and a system for acquiring a call result, Interactive Voice Response (IVR) equipment and a computer readable storage medium.

Background

A call center is a customer service system that is built using telecommunications call center technology. An Interactive Voice Response (IVR) device of the call center stores a navigation service process, and when a user dials a uniform access number of the call center through a telephone terminal device, the IVR device can provide Voice navigation service for the user in a Voice mode. The IVR device generally performs playback and number reception for the user by controlling a Media Resource Server (MRS). The user can select the required service content by a key-press mode according to the menu voice prompt of voice played by the IVR equipment, and if the automatic voice playing service can not meet the user requirement, a language system of the call center can provide a key-press-to-manual mode. After the user requests to transfer to manual work, a Computer Telephony Integration (CTI) device of the call center queues according to the service type required by the user, finds an idle seat station with corresponding skills, and guides the speech path of the user into the seat module to serve the user.

The call center can provide service through client incoming call, can also initiate active call to the customer based on the outbound system, after the call is put through, provide service or guidance for the customer based on the IVR equipment, and the IVR equipment can transfer the customer to the seat, so that the customer service at the seat provides service for the customer. After the outbound system calls the customer, the call may or may not be completed. Since the outbound system needs to perform subsequent processing according to the calling result, for the actively called customer number, the outbound system needs to distinguish the calling result, and for the number that is not connected, the type of the reason that is not connected needs to be distinguished, for example: no number exists, the client is powered off, and the client is not in a service area. Currently, the ways of identifying the call result by the outbound system are generally as follows:

the first is to identify the call result in the core network signaling mode of the call for the case of no connection. This method is accurate for part of old core network systems, but for some new core network systems which inform the calling side only by means of announcement when not being switched on, the returned signaling can only inform that the core network system is not switched on, and the reason of the non-switching on cannot be accurately distinguished.

Secondly, for the case of non-connection, part of the system adopts a mode of converting the language of the announcement into a text mode based on speech recognition and then judging the type of the reason of non-connection according to a text keyword. However, since the speech recognition text can only be converted for a single language type at present, and cannot process multiple language types at the same time, in the core network, the language types of the played announcement may be of multiple types according to the difference between the current home position of the calling side and the position of the called side, and therefore, the recognition method also has the problem that the reason of the non-connection cannot be accurately recognized.

Thirdly, for the judgment of whether the called side is a real person to answer under the condition of connection, the identification mode adopted by part of outbound systems is based on the waveform mode matching of special signaling or voice signals, and the mode can be identified for terminals with special connection voice signals such as fax machines, message leaving machines and the like, but the system language mailbox can not be distinguished without the special signaling or voice signals, so that the identification result is possibly inaccurate.

In summary, the existing call result identification method of the outbound system has the problems that the type of the reason of non-connection cannot be accurately identified under the condition of non-connection and whether the called side is answered by a real person or not cannot be accurately judged under the condition of connection.

Disclosure of Invention

In view of the above, embodiments of the present invention provide a method, a system, an IVR device and a computer readable storage medium for obtaining a call result, so as to solve the problems that in a call result identification manner of an existing outbound call system, a cause type of an missed call cannot be accurately identified in the case of missed call, and whether a called side is answered by a real person cannot be accurately determined in the case of answered.

The technical scheme adopted by the invention for solving the technical problems is as follows:

according to an aspect of an embodiment of the present invention, a method for obtaining a call result is provided, where the method includes:

if a calling request sent by a calling terminal is received, calling the called terminal through an operator network where a voice gateway and the called terminal are located, wherein the calling request carries a communication number of the called terminal;

the control media server receives the voice media stream returned by the operator network through the voice gateway according to the call result;

controlling the media server to connect with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results;

and receiving a call result which is returned by the media server and recognized by the voice recognition engine, and returning the call result to the calling terminal.

According to another aspect of the embodiments of the present invention, there is provided a call result obtaining system, including:

the system comprises a call processing unit, a call processing unit and a call processing unit, wherein the call processing unit is used for calling a called terminal through a voice gateway and an operator network where the called terminal is located if receiving a call request sent by the call terminal, and the call request carries a communication number of the called terminal;

a voice receiving control unit, configured to control the media server to receive a voice media stream returned by the operator network via the voice gateway according to the call result;

the voice recognition control unit is used for controlling the media server to be connected with a voice recognition engine so as to recognize a call result corresponding to the voice media stream; the voice recognition engine stores voice waveform files corresponding to various calling results;

and the call result acquisition unit is used for receiving the call result which is returned by the media server and identified by the speech recognition engine and returning the call result to the call terminal.

According to another aspect of the embodiments of the present invention, there is provided an IVR device, including a memory, a processor and a computer program stored on the memory and operable on the processor, wherein the computer program, when executed by the processor, implements the steps of the above-mentioned call result obtaining method.

According to still another aspect of the embodiments of the present invention, there is provided a computer-readable storage medium having stored thereon a computer program, which, when executed by a processor, implements the steps of the above-mentioned call result acquisition method.

In the call result obtaining method, the system, the IVR device and the computer readable storage medium provided by the embodiment of the invention, the voice waveform files corresponding to various call results are stored in the voice recognition engine in advance, the media server is controlled by the IVR device to be connected with the voice recognition engine during calling, and the call result is recognized by adopting the mode based on voice waveform matching, so that the accuracy of call result recognition can be improved, and accurate judgment can be carried out on recognition of the type of the reason of not connecting under the condition that the call is not connected or recognition of whether a real person answers under the condition that the call is connected.

Drawings

Fig. 1 is a schematic structural diagram of an outbound system in an embodiment of the present invention.

Fig. 2 is a schematic flow chart illustrating an implementation of the call result obtaining method according to an embodiment of the present invention.

Fig. 3 is a schematic flow chart illustrating an implementation of the call result obtaining method according to the second embodiment of the present invention.

Fig. 4 is a schematic flow chart illustrating an implementation of the call result obtaining method according to the third embodiment of the present invention.

Fig. 5 is a schematic structural diagram of a call result obtaining system according to a fourth embodiment of the present invention.

Fig. 6 is a schematic structural diagram of an IVR device according to the fifth embodiment of the present invention.

The objects, features and advantages of the present invention will be further explained with reference to the accompanying drawings.

Detailed Description

In order to make the technical problems, technical solutions and advantageous effects to be solved by the present invention clearer and clearer, the present invention is further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

Fig. 1 is a schematic structural diagram of an outbound system in an embodiment of the present invention. Only portions related to the embodiments of the present invention are shown for convenience of explanation.

Referring to fig. 1, the outbound system in the embodiment of the present invention includes:

the database 1 is used for storing outbound data, wherein the outbound data comprises but is not limited to outbound task information, outbound sample information, call strategy information and the like.

And the outbound management terminal 2 is used for providing an outbound management interface for an administrator to configure outbound data and writing the outbound data into the database 1. The administrator can also initiate real-time call trial through the outbound management interface, inquire the progress and the result of the call through the outbound management interface, and perform operations such as statistical analysis and the like.

The dialer 3, also called a calling terminal, is used for scanning the outbound task information of the database 1 regularly, if the time of the outbound task arrives and meets other conditions initiated by the outbound task, the outbound sample in the database 1 is obtained, and the filtering and wild goose array of the outbound sample are initiated, the number is ensured to be required for outbound, after the verification is finished, the multi-path outbound is initiated according to the parallel number configured by the outbound task and other control strategies, and a plurality of user numbers are sent to the IVR device 4.

And the IVR equipment 4 is used for recording the calling process and the voice navigation process of the user, and after receiving the outbound request initiated by the dialer 3, initiating a call to the called user number according to the calling process and the voice navigation process and providing voice navigation service for the user.

And the media server 5 is used for providing media processing functions for the IVR equipment 4, including playback, number receiving, recording, conference and voice mode recognition.

The voice recognition engine 6 is used for storing voice waveform files corresponding to various preset call results, including but not limited to sound waveform files of all language types of various announcement sounds and prompt sounds, when the outbound system executes an outbound call, the media server 5 forwards a language media stream of a user to the voice recognition engine, the voice recognition engine collects the language waveform and the sound waveform files in the media stream to perform pattern recognition and matching, a matching result is obtained, the matched announcement type and the matched prompt sound type are obtained according to the matching result, and the types are returned to the media server 5.

The voice gateway 7 is configured to implement access of media signaling and protocols such as voice and video of the operator network 8, implement conversion from the operator network 8 signaling to an internal call Session Initiation Protocol (SIP) signaling of the outbound system, and implement conversion from the operator network 8 media to a Real-time transport Protocol (RTP) media stream in the outbound system. Because the operator network 8 has a plurality of networks and a plurality of access modes and protocols, the voice gateway 7 needs to be connected with the operator networks 8, support a plurality of protocols, support a plurality of voice video codes, and complete the conversion of the performance of the operator network 8 and the standard signaling and coding from media to the inside of the call center.

Based on the above system configuration, the following embodiments of the present invention are proposed.